Privacy Policy

Last updated: 14 August 2026

House of Gran is operated by Guardians of the Grandmas CIC ("House of Gran", "we", "us" or "our").

We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains what information we collect, how we use it, who we may share it with, and the rights you have in relation to your information.

This policy applies when you use our website, purchase or receive our products, communicate with us, or interact with services we provide through platforms including Facebook, Instagram and WhatsApp.

1. Information we collect

Depending on how you use our website and services, we may collect:

Your name
Email address
Telephone or WhatsApp number
Billing information
Order and transaction information
Delivery or gift recipient information
Messages and information you provide when contacting us
Information you provide through forms on our website
Technical information such as IP address, browser type and device information
Cookie and website usage information
Information received through Facebook, Instagram, WhatsApp or other Meta services where you choose to interact with us through those platforms

We only collect information that is reasonably necessary for providing and improving our services.

2. Gift recipient information

Some House of Gran services allow a customer to purchase or schedule a gift for another person.

In these circumstances, the purchaser may provide us with information about the recipient, such as their:

Name
Email address
WhatsApp or telephone number
Personalised message
Requested delivery date

We use this information only to prepare and deliver the requested gift, communicate information relating to that gift, provide the relevant digital content, and deal with any associated customer-service requests.

If someone has provided your information to us for this purpose, the information was supplied by the person arranging the gift.

We do not automatically add gift recipients to marketing lists simply because they have received a gift.

3. How we use your information

We may use personal information to:

Process purchases and payments
Deliver digital products and gifts
Send scheduled gifts by email or WhatsApp
Manage customer accounts
Respond to messages and enquiries
Provide customer support
Operate and improve our website
Maintain the security of our website and services
Prevent fraud or misuse
Maintain necessary financial and business records
Communicate with customers about their orders
Send marketing communications where we have permission or another lawful basis to do so
Manage integrations with services such as Facebook, Instagram and WhatsApp
Comply with legal or regulatory requirements

4. Our lawful bases for using personal information

Contract - processing is necessary to provide a product or service you have requested, such as processing an order or delivering a digital cookbook.

Legal obligation - we may need to retain or process certain information to comply with accounting, tax or other legal requirements.

Legitimate interests - we may process information where reasonably necessary to operate, protect and improve House of Gran and our services, provided those interests do not override your rights.

Consent - in circumstances where consent is required, such as certain marketing communications or optional cookies, you can withdraw your consent at any time.

5. Payments

Payments made through our website may be processed by third-party payment providers such as Stripe and/or payment services integrated with WooCommerce.

We do not normally receive or store your complete payment-card details. Payment information is handled by the relevant payment provider in accordance with its own privacy and security practices.

We may retain transaction information such as your name, order details, transaction status, amount paid and payment reference for accounting, customer service and legal purposes.

6. Facebook, Instagram, Meta and WhatsApp

We may use services provided by Meta Platforms, including Facebook, Instagram and WhatsApp, to communicate with users and operate features of our website or services.

Where you choose to interact with House of Gran through a Meta service, we may receive information necessary to provide the requested functionality or communication.

This may include information such as:

Your name or profile information where made available to us
Your telephone or WhatsApp number
Message information
Technical identifiers
Information necessary to deliver or manage communications

We only use information obtained through Meta services for purposes connected with providing, operating, securing and improving our services.

Meta may separately process information in accordance with its own privacy policies and terms.

We do not sell personal information obtained through Facebook, Instagram or WhatsApp.

7. WhatsApp communications

If you provide a WhatsApp number for yourself or a gift recipient, we may use that number to:

Deliver a purchased or gifted product
Send a scheduled gift notification
Provide links to digital content
Provide information directly related to an order
Respond to customer-service enquiries

We will not use a gift recipient's WhatsApp number for unrelated marketing simply because it was supplied for gift delivery.

WhatsApp communications are provided using services operated by Meta and may involve processing by Meta and its service providers.

8. Marketing communications

We may send you information about House of Gran, our projects, products, events or other relevant activities where you have consented to receive such communications or where we are otherwise legally permitted to do so.

You can unsubscribe at any time by using the unsubscribe option contained within a marketing message or by contacting us.

Service communications relating to an order, purchase or requested gift are not marketing communications and may still be sent where necessary to provide the service you requested.

9. Cookies and analytics

Our website may use cookies and similar technologies to:

Make the website function correctly
Remember preferences
Maintain security
Understand how visitors use the website
Measure website performance
Support integrations with third-party services

Where required, optional cookies will only be used after you have provided the appropriate consent.

You can also manage cookies through your browser settings.

10. Who we share information with

We may share information with trusted organisations that help us operate our services, including:

Website hosting providers
Payment processors
WooCommerce and related website service providers
Email delivery providers
Meta Platforms, including WhatsApp, Facebook and Instagram
IT and technical service providers
Analytics providers
Professional advisers where necessary
Government, regulatory or law-enforcement organisations where legally required

These organisations may process information on our behalf or as independent organisations responsible for their own processing.

We do not sell your personal information.

11. International transfers

Some companies that provide services to us may process information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure appropriate safeguards are in place where required by applicable data-protection law.

12. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting and regulatory requirements.

For example:

Customer enquiries may be retained for as long as necessary to resolve the enquiry and maintain appropriate records.
Order and transaction records may be retained for the period required for accounting, tax and legal purposes.
Marketing information may be retained until you unsubscribe or ask us to stop processing it.
Gift recipient contact information will not be retained longer than reasonably necessary to deliver and administer the gift, unless there is another lawful reason for retaining it.

Information that is no longer required will be deleted, anonymised or securely disposed of where appropriate.

13. Data security

We take reasonable technical and organisational measures to protect personal information against accidental loss, unauthorised access, misuse, alteration or disclosure.

However, no online service or method of electronic transmission can be guaranteed to be completely secure.

14. Your data protection rights

Depending on the circumstances, you may have rights relating to your personal information, including the right to:

Ask for a copy of the personal information we hold about you
Ask us to correct inaccurate information
Ask us to delete your information
Ask us to restrict how your information is used
Object to certain uses of your information
Ask for certain information to be transferred to you or another organisation
Withdraw consent where we rely on consent

Some of these rights are subject to legal limitations and may not apply in every circumstance.

To exercise your rights, contact us using the details below.

15. Facebook / Meta user data deletion

You may request deletion of personal information associated with your use of our Facebook, Instagram, WhatsApp or other Meta-connected services at any time.

To request deletion:

Email us at hello@houseofgran.org
Use the subject "Data Deletion Request"
Provide enough information for us to identify the relevant account or interaction, such as your name, email address or telephone number.

We will verify the request where necessary and delete or anonymise applicable personal information unless we are legally required or otherwise lawfully permitted to retain it.

You can also contact us using the contact form available on our website.

16. Children's information

Our website and online purchasing services are not intended to knowingly collect personal information from children without appropriate permission where required.

Our wider community, cultural and storytelling projects may involve children or families. Where personal information, photographs, recordings or other material involving children is collected as part of those projects, we use appropriate consent and safeguarding procedures.

17. Links to other websites

Our website may contain links to websites or services operated by other organisations.

Those organisations are responsible for their own privacy practices, and we recommend reviewing their privacy information when using their services.

18. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our website, services, legal requirements or the third-party services we use.

The latest version will be published on this page and the "Last updated" date will be changed accordingly.

19. Contact us

For questions about this Privacy Policy or how we use your personal information, contact:

Organisation: Guardians of the Grandmas CIC

Trading/project name: House of Gran

Company number: 17254354

Email: hello@houseofgran.org

20. Complaints

If you have concerns about how we use your personal information, please contact us first so that we can investigate your concerns.

You also have the right to raise concerns with the Information Commissioner's Office (ICO), the UK's data-protection regulator.