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Privacy Policy

Last updated: 19.11.2025 

Cloud Retail Ltd (“Cloud Retail”, “Native Commerce”, “we”, “our”, or “us”) is committed to protecting the privacy of all users of our websites and mobile applications (together, the “Sites”). This Privacy Policy explains how we collect, use, and protect your information. Cloud Retail Ltd is the data controller for all processing activities described in this policy.

Cloud Retail Ltd trades under the brand name Native Commerce, and this Privacy Policy applies to all Sites and services operated under both thecloudretail.com and thenativecommerce.com, as well as their related subdomains and applications.

1. Contact Details

If you have any queries or requests concerning this Privacy Policy or our handling of your data, please contact us:

Email:
support@thecloudretail.com
privacy@thenativecommerce.com

Address:
Cloud Retail Ltd, Kemp House, 128 City Road, London, EC1V 2NX, United Kingdom.

2. How We Collect Your Information

We collect your personal information when you interact with us or use our services, including when:

  • you create or update an account;

  • you place an order through the Sites;

  • you give consent to receive marketing communications;

  • you contact us via email, phone, post, message, or chat;

  • you browse or use the Sites (before or after creating an account).

We also collect information from third-party sources, such as advertising partners and fraud detection providers.

This applies equally to interactions with both Cloud Retail and Native Commerce-branded platforms.

3. Information We Collect From You

When using our Sites or placing an order, you may provide:

  • name, contact details, delivery address;

  • order details and payment information;

  • date of birth for age verification (where necessary);

  • messages, feedback, or support communications;

  • call recordings for training and customer service improvement.

We automatically collect technical information including:

  • IP address, device type, browser, operating system;

  • usage information and Site activity;

  • mobile device data (location, carrier, performance metrics);

  • interaction with NFC tags, QR codes, or mobile vouchers.

We process health-related information only if you voluntarily provide it (e.g., food allergies).

All such information is processed by Cloud Retail Ltd, including when collected via Native Commerce-branded channels.

4. Use of Your Information

We process your data:

To provide services and fulfil our contract with you:

  • giving you access to relevant areas of the Sites;

  • processing and delivering your orders;

  • collecting payments;

  • contacting you regarding your orders or issues.

Where we have a legitimate interest:

  • improving and optimising our services;

  • tailoring content and advertising;

  • supporting customers and resolving issues;

  • inviting you to provide feedback;

  • notifying you of changes to our services;

  • sending postal marketing (unless you opt out);

  • analysing activity to prevent fraud;

  • ensuring the security of our Sites.

To comply with legal obligations:

  • recordkeeping, fraud prevention, regulatory reporting.

With your consent:

  • sending email, push notifications, SMS, or phone marketing;

  • processing health information.

We may use profiling to personalise communications or recommend relevant products or services. You may object or exercise your rights at any time (see Section 12).

5. Cookies

We use cookies to improve the functionality and performance of our Sites.
If you disable cookies, parts of the Sites may not function properly.

Please review our cookie policies:

6. Direct Marketing

Where you have given consent or we have a legitimate interest, we may contact you about products or services that may interest you via email, post, or phone.

You may manage your marketing preferences through:

  • our mobile application

  • notification settings on your device

  • contacting us at the addresses above.

Marketing communications may be branded as Cloud Retail or Native Commerce, but are managed by Cloud Retail Ltd.

7. Automated Decision-Making

We conduct fraud checks on all customers. Automated systems (including those operated by third-party fraud detection providers) may be used to determine whether to accept an order.

You have the right to contest any automated decision by contacting us.

8. Retention of Your Information

We retain your information only as long as necessary for:

  • fulfilling our contractual obligations;

  • legal and regulatory requirements;

  • resolving disputes;

  • our legitimate interests.

When no longer needed, your information is securely deleted.

This applies across all Cloud Retail and Native Commerce services.

9. Disclosure of Your Information

Your information may be shared with:

  • payment and fraud detection providers;

  • IT service and cloud providers;

  • delivery riders or partners;

  • customer support partners;

  • marketing and advertising partners;

  • third parties with your explicit consent.

We may also disclose information:

  • to comply with legal or regulatory obligations;

  • to enforce our contractual terms;

  • to protect the rights and safety of Cloud Retail, Native Commerce, users, or others;

  • to prevent or detect crime.

If Cloud Retail Ltd enters into a merger, acquisition, or sale, your information may be transferred to the new entity.

All transfers comply with this Privacy Policy.

10. International Transfers of Data

Your personal information may be processed outside your country.
We have implemented safeguards to ensure your data remains protected in accordance with UK and EU data protection laws.

This applies to all data processed under both the Cloud Retail and Native Commerce brands.

11. Security

We adopt robust technologies and policies to protect your information from:

  • unauthorised access;

  • unlawful processing;

  • accidental loss or destruction.

You are responsible for keeping your account password confidential.

While we strive to protect your data, transmission over the internet is not fully secure. Once received, we apply strict security measures.

12. Your Rights

Depending on your jurisdiction, you may have the right to:

  • access your personal data;

  • request correction, deletion, or restriction;

  • object to processing based on legitimate interest;

  • withdraw consent;

  • request data portability;

  • object to profiling;

  • lodge a complaint with your regulatory authority.

These rights apply to data collected via both Cloud Retail and Native Commerce Sites.

Contact us using the details in Section 1 to exercise your rights.

13. Changes to This Privacy Policy

Changes to this Privacy Policy will be posted on our Sites and, where appropriate, communicated to you via email or push notification.
All updates apply to data processed under both the Cloud Retail and Native Commerce brands.

14. Complaints

If you are not satisfied with our response or believe we are processing your data unlawfully, you may complain to:

Information Commissioner’s Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Website: www.ico.org.uk

Cloud Retail Ltd (trading as Native Commerce)
Registered in England & Wales
Company Number: 13046988
Kemp House, 128 City Road, London, EC1V 2NX, United Kingdom