Privacy Policy
Last updated 8 October 2026
This policy explains what happens to your information when you contact Bussdown Chef through this support centre. It covers this support site only.
Who is responsible for your data
BDC Ltd(“we”) is the data controller for the information described here. You can reach us at support@bussdownchef.com. Our registered address is 30 Kemp House, 152–160 City Road, London, EC1V 2NX.
What we collect and why
| What | Why | Kept for |
|---|---|---|
| Name and email address | To create your account, identify you as the ticket owner, and reply to you. | While your account exists |
| Password | To sign you in. Stored only as a cryptographic hash — we cannot read it. | While your account exists |
| Order number and order date | To match your enquiry to your purchase. | 12 months after the ticket is closed |
| Your ticket messages | To handle and resolve your enquiry, and to keep a record of what was agreed. | 12 months after the ticket is closed |
| Photos you attach | To let you show us the problem — for example a damaged or incorrect item. | 12 months after the ticket is closed |
| Videos you attach | Same as photos, where a still image cannot show the issue. | 14 days, or until your ticket is resolved — whichever comes first |
| Our internal notes on your ticket | Notes between our team, any compensation agreed, a short summary of how the ticket was resolved, and which team member handled it — so your enquiry is handled consistently and we keep a record of the outcome. You can ask for a copy like any other data. | 12 months after the ticket is closed |
| IP address and browser signals | Checked once by Cloudflare when you sign in or sign up, to block automated abuse. Not used to track you. | Not stored by us |
We do not collect payment card details through this support centre, and we do not use advertising or analytics tracking on it.
Videos are deleted automatically
Because video can capture far more than you intend — your home, other people, things in the background — we do not keep it. A video you upload is deleted from our storage 14 days after upload, or as soon as your ticket is marked resolved, whichever happens first. A daily automated job carries this out. After that the video is gone and cannot be recovered, though a note remains in the ticket showing that a video was once attached.
Please do not upload video containing anything you would not want us to see.
Our legal basis
Where you have an order with us, we handle your data to perform our contract with you. Where you contact us about something else, we rely on our legitimate interest in answering enquiries and keeping records of complaints and their outcomes. You can object to processing based on legitimate interests at any time.
Who else can see your data
We do not sell your data or share it for marketing. We use a small number of service providers to run this support centre, and your data passes through them:
- Supabase — stores the database, your account, and any files you attach. Hosted in Ireland, European Union (eu-west-1).
- Vercel — hosts and serves this website.
- Resend — sends the emails that notify you when we reply.
- Telegram — alerts our support team to new tickets and replies. These alerts include your name and a short extract of your message so staff can triage quickly.
- Anthropic— when a member of our team chooses to, the reply they have drafted to you can be sent to Anthropic’s Claude service to be tidied up before it is sent. See below.
- Cloudflare— runs the “are you human?” check on the sign-in and sign-up pages, which looks at your IP address and browser to stop automated attacks.
Some of these providers operate outside the UK. Where data is transferred abroad, it is done under the safeguards those providers offer, such as standard contractual clauses.
When we use AI to write a reply
Our support team has a tool that rewrites a reply they have already drafted — to make it clearer, or warmer, or shorter. When they use it, the text they have typed is sent to Anthropic, who run the Claude service, and the rewritten version comes back for our agent to accept or reject. Nothing is sent unless an agent presses the button, and nothing is sent to you until they have read it.
Only the draft reply is sent. Your own messages, your name, your email address, your order details and any photos or videos you attach are never sent — although a reply our agent has written may of course refer to what you told us. Anthropic do not use this text to train their models.
A person writes every reply and a person decides whether to send it. We do not use AI to answer you automatically.
Attachment security
Photos and videos you attach are stored privately. They cannot be opened from a plain web address: viewing one requires a signed-in account that is either our support staff or the customer who owns that ticket. Links are generated on demand, expire after an hour, and are not shared with anyone else.
Your rights
Under UK data protection law you can ask us to:
- give you a copy of the data we hold about you;
- correct anything that is wrong;
- delete your data, where we have no continuing reason to keep it;
- restrict or object to how we use it;
- provide your data in a portable format.
Email support@bussdownchef.com and we will respond within one month. If you are unhappy with how we have handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk.
Cookies
This support centre uses only what is strictly necessary: cookies that keep you signed in, and Cloudflare’s security check on the sign-in and sign-up pages. There are no advertising, analytics or session-recording tools, so there is nothing here to consent to or opt out of.
Children
This support centre is for Bussdown Chef customers and is not aimed at children. We do not knowingly collect information from anyone under 13. If you are under 13, please ask a parent or guardian to contact us for you. If we find we have collected information from a child under 13 without a parent or guardian’s involvement, we will delete it — a parent or guardian can also ask us to at support@bussdownchef.com.
Changes
If we change this policy we will update the date at the top of this page. Significant changes affecting how we use your data will be communicated to you directly.