Privacy Policy

Who we are

Rosella Flowers & Gifting is a flower and gifting business based at Vharanani Street, Bendor, Polokwane. This policy explains how we collect, use, store and protect personal information when customers browse the website, place orders, request custom gifts, contact us or upload order-related media.

Information we collect

• Customer details such as name, email address, phone number and WhatsApp number.
• Recipient details such as name, phone number, delivery address, delivery instructions and gift message details.
• Order details such as cart items, variants, add-ons, delivery date, payment reference, order status and internal fulfilment notes.
• Incomplete cart and checkout activity, including items selected and contact details entered during checkout, so Rosella can provide checkout support and understand abandoned orders.
• Uploaded files for custom requests or personalised products, such as reference photos, card details or design inspiration.
• Website and device information used for security, performance, analytics and fraud prevention, where these tools are enabled.
• Customer email, phone number, first name, surname, postcode and country may be normalised and securely processed by Google for enhanced conversion measurement after a completed purchase. Recipient contact details are not used for this purpose.

How we use personal information

• To prepare, personalise, deliver and support flower and gift orders.
• To contact customers or recipients about delivery timing, substitutions, missing details, payment status or order changes.
• To process payments through Paystack and store order records in Firebase services.
• To respond to enquiries, custom gift requests, refund or replacement requests and admin support messages.
• To provide reasonable checkout assistance or a cart reminder where a shopper has supplied contact details. Customers can ask Rosella not to send further cart reminders.
• To improve the website, protect the service from misuse and meet record-keeping obligations.
• To send fortnightly flower stories and featured-bouquet offers only to people who explicitly subscribe and confirm their email address.

Payments and service providers

Rosella does not store card details on this website. Payment information is handled by PayFast, Paystack or Stitch. The website may also use Firebase services for authentication, order records, storage and admin functionality, and Google services for analytics and advertising conversion measurement. These providers process information only as needed to deliver their services to Rosella.

Website advertising measurement

We use the Meta Pixel on the website to measure page views, product views, items added to carts, checkout activity and confirmed purchases, and to help make Facebook and Instagram advertising more relevant. Meta receives browser and device information, page URLs, product identifiers, quantities and purchase values, and may use cookies to match activity to a Meta account. Our explicit event data does not include recipient addresses, gift messages, payment card details or customer contact fields. The Pixel is not enabled in the native Rosella app, admin pages or personal review links. Browsers that signal Global Privacy Control are excluded from our Meta Pixel measurement.

Sharing information

We share personal information only when needed to fulfil an order, run the website, process payment, comply with law, protect our rights, or work with delivery, hosting, payment and support providers. We do not sell customer or recipient personal information.

Retention and security

Order records are kept for business, tax, customer support and fraud-prevention purposes. Uploaded custom-request media is kept only for as long as reasonably needed for quoting, fulfilment, support or admin reference. We use reasonable technical and organisational safeguards, but no online system can be guaranteed to be completely secure.

Rosella mobile app and account choices

The Rosella Flowers & Gifting Android and iPhone app uses the same ordering service as our website. Google or Apple sign-in shares the account identifier, name and email you allow the provider to share. Apple may provide a private relay email address. Rosella does not receive your Google or Apple password.

Order notifications are optional. If you enable them, Firebase Cloud Messaging and Apple Push Notification service process a device notification token linked to the order you chose. The app does not request your live location, contacts or microphone. Delivery addresses are entered by you. Favourites and saved order references are stored on your phone.

The native app does not load the website's Google advertising tags or use its checkout data for Google enhanced conversion measurement. This does not change the website's separate analytics and conversion measurement described above.

Google sign-in and Firebase services also process identifiers, device and app information, usage and diagnostic information, and IP-derived approximate location to provide secure sign-in and notifications and maintain their services. This does not use your phone's GPS or enable live delivery tracking. Rosella may use contact details and saved cart contents for its own checkout assistance and cart reminders, which you can opt out of.

To delete an account, open Account and select Delete my account. After you confirm your sign-in, we delete the sign-in profile, reviews and saved cart recovery records linked to your verified email, and order notification subscriptions linked to your verified contact details. Saved app favourites and order references are removed from this phone. Existing orders are not cancelled. Transaction, delivery and related support records necessary for fulfilment, accounting, disputes and legal recordkeeping are retained with restricted business access. Instructions and an alternative contact method are available at rosellaflowers.co.za/delete-account.

Rose Circle loyalty accounts

When you order, Rosella automatically creates an account using your checkout email to track qualifying paid orders and bouquet rewards. We keep an order-linked stamp ledger, reward redemptions and the information required to deliver your reward. Payment callbacks cannot award the same stamp twice. You must verify your checkout email before accessing or redeeming rewards. No password is generated or sent to you, and loyalty enrolment does not subscribe you to marketing messages.

If you delete your account, we remove its loyalty contact profile and sign-in link. Minimal order-linked reward accounting records remain with restricted business access to reconcile fulfilled benefits, refunds and prevent duplicate redemptions. Order receipts retain the loyalty progress recorded at confirmation. The loyalty program details are available at rosellaflowers.co.za/loyalty.

Rosella flower letters

Email subscription is separate from ordering, loyalty membership and push notifications. A subscriber enters an email address, agrees to promotional emails, and confirms the request through an email link before receiving a flower letter. We record the subscription and send the letters through our email service provider. Each letter links to an unsubscribe page; unsubscribing stops promotional letters while keeping order and delivery emails available. Customers can separately allow promotional push notifications on a device and turn them off on our notification-preferences page. The same flower campaign may appear in both channels every two weeks when a customer opted into both. Order-status push remains separate. An order does not automatically add anyone to either marketing list. We use aggregated product searches, clicks and purchases to choose the homepage's featured product mix.

Your privacy rights

Customers may ask to access, correct or delete personal information where the law allows. Some order information may need to be retained for legal, accounting, payment dispute or fraud-prevention reasons. Marketing messages, where used, will include a way to opt out.

Questions can be sent to orders@rosellaflowers.co.za, WhatsApp 0820559017, or phone 0820559017.