1. Introduction & Scope
This policy outlines how Nero Holdings Ltd ("Nero") manages personal data across all its services, including the Caffè Nero app, in-store purchases, websites, and loyalty programmes.
2. Data Collection & Use
Nero collects:
Personal Information: Such as name, date of birth, contact details, address, purchase history, feedback, and payment information.
Technical Data: Includes device details, browser type, IP address, and location.
Any details that you include on a job application or CV
We may collect personal data through CCTV for security purposes within our premises
Loyalty Programme Details
Through the loyalty programme, Nero collects information like purchase history, rewards balances, and user preferences. This data is used to:
Enhance the loyalty programme experience by offering tailored promotions and rewards.
Track and manage rewards balances within the Caffè Nero app.
Provide personalised recommendations and improve services based on interactions and preferences
Data is used to:
Provide services, operate the app, and manage the loyalty programme.
Improve user experience and send marketing communications (subject to user consent).
Conduct analytics to improve the services offered.
We will only use your personal data when we are allowed to and only where:
we need to perform the contract we are about to enter into or have entered into with you or the customer or business partner you represent;
we have a legitimate interest in processing your personal data and your interests and fundamental rights do not override that interest;
we need to comply with a legal or regulatory obligation; or
you have given your consent.
3. Data Sharing & Processing
Your data may be shared within the Nero Group for smooth operations, loyalty management, marketing, and analysis. Certain trusted third-party processors (e.g., for payment and app functionalities) may access data only under strict privacy standards.
4. User Rights & Data Deletion
Users have the right to:
Access & Object To, and Correct Data: Request access to or correction of their personal data.
Deletion Requests:
App Data: Requests to delete Caffè Nero app-related data (e.g., loyalty, rewards, and transactions) can be made via the app’s support system or by emailing support@nealstreet.tech
Non-App Data: To delete all other personal data held by Nero (including non-app data), users should contact Nero's central support by emailing enquiries@caffenero.com
Separate processes are in place to distinguish app data management from other personal data.
5. Cookies
Please see our dedicated Cookie Policy.
6. Data Security & Retention
Nero secures user data through policy and procedure, encryption and controlled access. Data is retained only for as long as necessary to fulfil its purpose, such as active use of the app. Once no longer needed, data is securely deleted or anonymised in accordance with GDPR.
7. International Data Transfers
Should data be processed outside the UK or EEA, Nero ensures adequate safeguards are in place, such as approved contracts or explicit consent from users.
8. Notification of Policy Changes
Caffè Nero may amend this Policy at any time without notice. Policy changes will be communicated via email, app notifications, or our website. Continued use of our services after changes take effect indicates acceptance. Users can opt-out of marketing communications at any time by contacting us.
9. Compliance & Contact Information
Nero complies with GDPR and other relevant privacy laws. Users can exercise their rights, submit requests, or lodge concerns by contacting Nero through the following channels:
Email: enquiries@caffenero.com
Phone: +44 (0)20 7520 5150
Web: Contact Us Form (https://www.caffenero.com/uk/help/contact-us/)
For unresolved complaints, users have the right to contact the Information Commissioner’s Office (ICO): ICO Contact Details: Information Commissioner’s Office Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF Helpline: 0303 123 1113 Website: www.ico.org.uk