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Privacy Policy

Privacy Policy 

  1. Our contact details 

Name: TOTM Ltd.  

Address: Unit A1 & A1 Cook Court, Pacific Road, Cardiff, CF24 5AB 

Phone Number: 02920 098822 

Email: [email protected] 


2. The type of personal information we collect 

We currently collect and process the following information;  

  • Name; 
  • Company name; 
  • Email address; 
  • Postal address; 
  • Phone number; 
  • Day and month of birthday; 
  • Billing address;  
  • Account password; 
  • The order details of your purchases; 
  • Your marketing preferences; and 
  • Online identifiers, to include IP addresses, cookie identifiers, unique device identifiers for advertising. 


3. How we get the personal information and why we have it 

Most personal information we process is provided to us directly by you for one of the following reasons: 

  • You are starting a subscription; 
  • You are placing an order; 
  • You are signing up to our newsletter; 
  • You are signing up to our period powerful panel; 
  • You are engaging with us on social media; 
  • You are making an enquiry;  
  • You are referring a friend or have been referred by a friend; or 
  • You have a question or comment about our products or services.  


We also receive personal information indirectly, from the following sources in the following scenarios: 

  • From tracking and reporting sources because you are using our website; or 
  • From tracking and reporting sources because you have reached our website through clicking an online advertisement.  

We use the information that you have given us in order to: 

  • Fulfil and dispatch your order; 
  • Create your account and subscription; 
  • Send you information and confirmations by email, phone or post; 
  • Analyse and maintain the performance and security of our website; 
  • Advertise our products and services to you; 
  • Recognise, confirm and reward you as the Referrer when your friends interact with a sharing link you have sent them and/or give us your name through our refer-a-friend programme; 
  • Allocate you into a customer segment and display messages, rewards and offers to you based on your segment; 
  • Investigate activity that we suspect as being contrary to terms and conditions or fraudulent in nature; or 
  • Respond to customer service requests. 

We may share this information with: 

  • Payment handlers; 
  • Logistics providers; 
  • Advertisers; 
  • Analytics providers; 
  • Commercial affiliates; 
  • Tracking and reporting services;  
  • Service Providers; and 
  • Account and mailing list processors  

in order to use the information for the reasons listed above.  

Your payment details are used by the appropriate payment service provider depending on the payment method you choose. The payment service provider is responsible for your payment data. Information, particularly about the authority responsible for the respective payment service provider, the contact information for the data protection officers of the payment service providers and the categories of the personal data that are processed by the payment service providers can be obtained from the following addresses: 

You authorise us to charge each payment to the payment card you use to make your initial payment. You will be able to view, amend, update and delete your payment card details when logged into your HelloFresh account using our virtual wallet service. You will be able to store multiple payment cards in your virtual wallet and choose which payment card to use for payment. If we are unable to complete a charge using your chosen payment card, you authorise us to charge a payment to any other payment card stored in your virtual wallet. 

Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are: 

  1. Your consent. You are able to remove your consent at any time. You can do this by contacting [email protected]
  2. We have contractual obligation 
  3. We have legal obligation 
  4. We have vital interest 
  5. We need it to perform a public task 
  6. We have legitimate interest

4. How we store your personal information 

Your information is securely stored, depending on the type of information and why we are using it, in the UK (WPEngine – Google Cloud, O365), EEA (O365) & USA (Metorik, Klayvio).  

We keep your personal information unless you tell us otherwise. We will then dispose of your information following our erasure request procedure.   


5. Your data protection rights 

Under data protection law, you have rights including: 

  1. Your right of access – You have the right to ask us for copies of your personal information.  
  2. Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.  
  3. Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.  
  4. Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.  
  5. Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances. 
  6. Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances. 


You are not required to pay any charge for exercising your rights. However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances. If you make a request, we have one month to respond to you. Please contact us at [email protected] if you wish to make a request. 


To opt out of Google Analytics, please visit:  


6. How to complain  

If you have any concerns about our use of your personal information, you can make a complaint to us at [email protected] 


You can also complain to the ICO if you are unhappy with how we have used your data. 


The ICO’s address:             

Information Commissioner’s Office 

Wycliffe House 

Water Lane 



SK9 5AF 


Helpline number: 0303 123 1113 

ICO website:   


Last updated on website 25/10/2021

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