Privacy and Cookies Policy

WHO WE ARE?

We are URBAN FOODS registered by Targetpredict, LDA, tax no. 514660821, headquartered at Rua Nova do Fojo, 238, Quinta do Fojo, 4400-232 Vila Nova de Gaia, and we process your personal data as joint controllers. This means that we are jointly responsible for how we process and protect your data.

WE USE YOUR DATA FOR...

We collect your data thru online visits or online shopping to manage your registration as a user, to manage your purchases of products or services, to respond to your queries, and, if you wish, to send you our personalized communications (e-mail, sms and digital advertising).

WHO WE SHARE YOUR DATA WITH?

Your data is URBAN FOODs responsibility and its tema of Human Resources. Your date may be shared with service providers who provide us with assistance or support, aiming technical assistance and client support.

YOUR RIGHTS.

You have the right to access, rectify or delete the data concerning you, at any time you like. For that, you just have to contact us - info@hellourbanfoods.com - and request the elimination of your personal information present in our database.

We encourage you to read our full Privacy and Cookies Policy below to understand in depth the manner in which we will use your personal data and your rights over your data.

URBAN FOODS´S PRIVACY POLICY

BEFORE YOU START...

Here, you will find all relevant information applicable to our use of our visitors and clients' personal data (in these are included: users that with abandoned Shopping Chart, users that espontainly may communicate with URBAN FOODS thru channels available in our online store - Instagram, Facebook and E-mail) and buyers, denominated as users.

We permanently make available in our online store all the information included in this Privacy and Cookies Policy, that you can check when you consider appropriate.

1. WHY WE PROCESS YOUR PERSONAL DATA?

We use your personal data depending on the purpose and moment. For which we process your data from time to time, as explained above. Here you will find the data collected and used by URBAN FOODS:

• Identity data: name, surname, language and country from which you interact with us, contact data (e-mail, telephone number, or mobile number);

• Dados de envio: morada, código-postal, localidade e país;

• Dados de faturação: Número de Identificação Fiscal, primeiro nome e apelido, morada;

• Economic and transactions information: payment or card data (the last 4 digits of your VISA or MasterCard), information on your purchases, orders, returns;

• Connection, geolocation and/or browsing data: understanding which device you use when interacting with us and from where;

• Commercial information: subscription or not to our newsletter creation or not of a Client Account;

• Information about your tastes and preferences.

Remember that, when we ask you to fill in your personal data to give you access to any functionality or service of the Online Store, we will mark certain fields as compulsory, since this is information that we need to be able to provide the service or give you access to the functionality in question. Take into account that, if you decide not to make such data available to us, you may be unable to complete your user registration or may not be able to enjoy those services or functionalities.

These data,in specific cases, may be available to our Shipping Partners and service depending on the order’s destination (Portugal Mainland, Peninsular Spain or Europe - Schengen Area). The entities which we share the data in alternately : NACEX and CTT - respectively. URBAN FOODS reserves the right to change its distribution partners without previous notice.

The invoicing data are shared with URBAN FOODS' invoicing management entity, in order to pass the respective invoices with tax identification, or not, whenever there is an order in our online store.

The data, for the development, performance and execution of the purchase or services contract that you executed, or not, with Us on our online store.This purpose includes processing your data, mainly:

• If you decide to register in our online store, creating a client registration we have the necessity to use your data to identify you as an User at our Online Store and to give you access to our several functionalities, produtos and services that are available to you as a registered user. You can, at any time, cancel your User Account by contacting us.

• To contact you relatively to updates, communication and informations about functionalities, products or services, including inquiries regarding quality and to establish the level of the client´ satisfaction and the providec service;

• To manage the products´ payment you have bought, independently the payment method used.

• Activate the mechanisms necessary to prevent and detect unauthorised uses of the Platform (for example, during the purchase and returns process as well as potential fraud being committed against you and/or against us. If we consider that the transaction may be fraudulent or we detect abnormal behaviour which indicates attempted fraudulent use of our features, products or services, this processing may result in consequences such as the blocking of the transaction or the deletion of your user account.

• To manage support after your purchases: potential errors (related with the distribution and delivery of your products), exchanges or returns, compensation due to errors originated by URBAN FOODS. (exemple: delivery of products not included in your purchase).

• To individual or collective billing effects;

• Manage complaints, critics ou suggestions that may be directed to URBAN FOODS;

• Customize your experience, offering you products recommendations and promotions that we may think that are suited to your profile, having into account your previous experience in our online store;

• If and when you subscribe to URBAN FOODS´ Newsletter your e-mail will be inserted in our database and it will start to be notified about exclusive information about the brand, new products and promotions thru sms or e-mail. This will happen during an unlimited time, until you choose to unsubscribe - you can do it by contacting us by clicking in the link present at the end of every commercial and promotional e-mail or contacting us directly. This information may be used to analyze the consumer profile, based on your demographic information and preferences.

• By being inserted in our database, you agree to receive (occasionally) satisfaction and quality surveys about our products and services. /h3>

• Show you ads on the Internet which you may see when visiting websites and apps, for example, on social media. The ads you see may be random, but on other occasions they may be ads related to your preferences or purchase and browsing history. If you use social media, we may provide the companies with which we collaborate certain information so that they can show you URBAN FOODS ads.

• We use your data to carry out measurement and segment analyses on the ads which we show users on our collaborators’ platforms. To do this we collaborate with these third parties who offer us the necessary technology (for example, cookies, pixels, SDK) to use these services. Keep in mind that, although we do not provide identifying personal data to these collaborators, we do give them some form of identifier each time (for example, the advertising ID associated with the device, an identifier associated with a cookie, etc.)

• Data enrichment: When we gather your personal data from a variety of sources, we may consolidate them under certain circumstances for the purpose of improving our understanding of your needs and preferences related to our products and services (including for the purposes of analyses, generating user profiles, marketing studies, quality surveys and improving our interactions with our customers).

• We inform you that we will treat your browsing data for analytic and statistic purposes, i.e., to understand the manner in which users interact with our online store.

Not consisting in a personal information, but rather an interaction with URBAN FOODS: by sharing and publishing a review in our online store or posting a photograph/imagem/video in our social networks and platforms with the correct brand´s identification, you authorize us to publicize that material with our community by: e-mail marketing, sms, social networks or online store content.

2.HOW WE ARE LEGALLY PERMITTED TO PROCESS YOUR DATA?

The legal terms on which we are permitted to process your personal data also depends on the purpose for which we process them, as explained above:

• To manage your Platform user registration: We process your data because this is necessary on the terms regulating the use of the Platform. In other words, for you to be able to register as a user on the Platform, we need to process your personal data, since we would otherwise be unable to manage your registration.

• Purchase and products shipment: We process your data because their processing is necessary for us to make the purchase or services contract with you. Certain processing of data related to the purchase process is activated only because you request or authorise it, as is the case of the storage of payment (card) data for future purchases. In these cases, our processing of your data is supported by your own consent. We consider that we have a legitimate interest to carry out the necessary verifications to detect and prevent potential fraud or fraudulent uses of the online sotore, for example when you make a purchase or return. We understand that the processing of these data is positive for all the parties involved: for you, as it allows us to put in place measures to protect you against attempted fraud perpetrated by third parties ; for Us, as it allows us to avoid unauthorised uses of the Platform; for all our customers and society, as it also protects their interest by ensuring that fraudulent activities are discouraged and detected when they do occur.

• Customer Support: We consider that we have legitimate interest in answering the requests or queries raised by you through the existing different contact channels. We understand that the processing of these data is also beneficial to you to the extent that it enables us to assist you adequately and answer the queries raised. When you contact us, in particular, for the management of incidents related to your order or the product/service acquired through the online store, the processing of your data is necessary to perform the purchase contract. When your request is related to the exercise of your rights on which we inform you below, or to claims on our products or services, we are legally permitted to process your data for compliance with our legal obligations.

• Marketing: We are legally permitted to process your data for marketing purposes due to the consent that you give us, for example when you accept receiving customized information through multiple channels, when you accept receiving personalised information and ads, or when accepting the legal terms and conditions to participate in a promotional action or to publish your pictures on the online store or on our social networks' channels. To offer you personalised services or to show you customised information, whether on our Platform or those of third parties, as well as to engage in data enrichment, we consider that we have a legitimate interest to conduct a profiling with the information that we have about you (such as your browsing, preferences or purchase history) and the personal data that you have provided us, such as the age range or language, since we understand that the data processing of these data is also beneficial to you because it allows you to improve your user experience and access the information in accordance with your preferences. To offer you personalised services or to show you customised information, whether on our Platform or those of third parties, as well as to engage in data enrichment, we consider that we have a legitimate interest to conduct a profiling with the information that we have about you (such as your browsing, preferences or purchase history) and the personal data that you have provided us, such as the age range or language, since we understand that the data processing of these data is also beneficial to you because it allows you to improve your user experience and access the information in accordance with your preferences.

3. HOW LONG WILL WE KEEP YOUR DATA?

The time for which we will keep your data will depend on the purposes for which we process them, as explained below;

• We will process your data for the time during which you remain a registered user, until you decide to unsubscribe: areas such as, shipment placement, newsletter subscription, register in the online store involving the mainteicement of information related to your identification, billing, shipment and financial, for such as long as you like, until you delete your account or cancel the newsletter subscription. Here, it also included the visits to our online store for statistics purposes. However, these, after a certain period of time (referred above) will be disconnected to a particular person and will be used only for counting purposes.

• We will keep the data during 180 days: the register of the online store´s visits will be kept so you can receive ads or newsletters.

• We will keep the data during a period inferior of 180 days: every information related to complaints or client support will be used and solved during the necessary time for the conclusion of the problem.

Notwithstanding the fact that we will process your data for the time strictly necessary to achieve the purpose in question, we will subsequently keep them duly stored and protected for the time during which liability may arise for their processing, in compliance with legislation in force from time to time. Once each of the potential actions is time-barred we will proceed to delete the personal data.

4. DO WE SHARE YOUR DATA WITH THIRD PARTIES?

To achieve the purposes mentioned in this Privacy and Cookies Policy, we must give access to your personal data to entities responsible for the URBAN FOODS´ Marketing Department, Client Support, and administration and to third parties that provide us with support in the services that we offer, such as:

• Financial institutions;

• Anti-fraud detection and prevention entities;

• Technological and analytical service providers;

• Prestadores de serviços e parceiros de serviços para logística, transporte e entrega e/ou estabelecimentos parceiros

• Providers and partners of services related to logistic, transport and delivery and/or their partner establishments;

• Service providers and collaborators related to marketing and publicity, such as social media sites, advertising agencies or advertising partners.

5.WHAT YOUR RIGHTS ARE WHEN MAKING YOUR DATA AVAILABLE TO US

We undertake to keep your personal data confidential and to ensure that you may exercise your rights. Bearing that in mind, we Joint Controllers have agreed that you may exercise your rights free of charge by writing us an e-mail to a single e-mail address (info@urbanfoodssnacks.com), simply informing us of the reason for your request and the right that you wish to exercise.

If we consider this necessary to be able to identify you, we may request you to provide a copy of a document evidencing your identity. In particular, notwithstanding the purpose or legal basis we use to process your data, you have the following rights:

• To request access to your personal data that we hold. We remind you that where you are a Online Store registered user you may also consult this information in the relevant section of your online account.

• To request that we rectify the personal data that we hold. Please bear in mind that if you are a registered user on the Online Store, you may also access the relevant personal data section of your online account to change or update your personal data. In any case, please take into account that, on actively making your personal data available to us through any procedure, you guarantee that they are true and accurate and you undertake to notify to us any change or modification of your data. You will be liable for any loss or damage caused to the Online Store or to the person responsible for the Online Store or to any third party by reporting erroneous, inaccurate or incomplete information in the registration forms. Please remember that, as a general rule, you must provide us only with your own data, not with those of third parties, other than to the extent otherwise permitted in this Privacy and Cookies Policy.

• To request that we erase your personal data to the extent that they are no longer necessary for the purpose for which we need to keep processing them, as we have explained above, or when we are no longer legally permitted to process them.

• To request that we cancel or limit the processing of your personal data, which entails that in certain cases you can request us to temporarily suspend the processing of the data or that we keep them longer than necessary. If you have given us your consent to process your data for any purpose, you also have the right to withdraw such consent at any time. Some of the circumstances in which you may withdraw your consent are detailed above where we explain for which purposes we process your data.

Adding to this, where the processing of your data is based on our legitimate interest, you will also have the right to object to the processing of your data.

6. CHANGES TO THE PRIVACY AND COOKIES POLICY

We may amend the information contained in this Privacy and Cookies Policy when we consider this a necessity. Should we do so, we will notify you by various procedures through several channels of our Online Store (for example, through a banner, a pop-up or a push notification), or by e-mail, when the change in question is relevant to your privacy, for you to be able to review the changes, assess them and, as the case may be, object or unsubscribe from ay service or functionality.

URBAN FOODS's COOKIES POLICY

1. GENERAL INFORMATION.

We use cookies and similar devices to facilitate your browsing in the Online Store, understand how you interact with us and, in certain cases, to be able to show you advertisements in accordance with your browsing habits. Please read our Information about Cookies to understand with greater detail the cookies and similar devices that we use, their purpose and other information of interest.

2. WHAT IS A COOKIE?

A Cookie is a small text file that a website stores on your PC, telephone or any other device, with information about your navigation on that website. Cookies are necessary to facilitate browsing and to make it more user-friendly, and they do not damage your computer.

While this Policy uses the general term “Cookies”, as they are the main method for storing information used by this website, the browser's "Local Storage" space is also used for the same purposes as the Cookies. All the information included in this section is also applicable to this "Local Storage".

3. WE USE COOKIES FOR...

Cookies are an essential part of how our website works. The main purpose of our Cookies is to improve your browsing experience. For example, they are used to remember your preferences (language, country, etc.) while browsing and on future visits. The information collected by the Cookies also enables us to improve the site by estimating numbers and patterns of use, the suitability of the website to the individual interests of the users, quicker searches, etc.

In the case, and if we have obtained your informed consent in advance, we may use Cookies, tags or other similar devices to obtain information that enables us to show you, either from our own website or from third-party websites or any other means, advertising based on the analysis of your browsing habits.

4. WHAT ARE COOKIES NOT USED FOR...

We do not store sensitive personal information, such as your password, your address, your credit or debit card data or other sensitive data.

5. WHO USES THE INFORMATION STORED IN COOKIES?

The information stored in the Cookies from our website is used exclusively by us, except for those identified below as "third-party cookies", which are used and managed by external entities to provide services requested by us to improve our services and the experience of the user when browsing our website. The main services for which these "third-party cookies" are used are to obtain access statistics and to guarantee the payment transactions that are carried out.

6. AVOIDING OR BLOCK THE USE OF COOKIES.

In the case you prefer to avoid the use of Cookies on this page, taking into account the above-described limitations, you must first disable the use of Cookies in your browser and then delete the Cookies saved in your browser associated with this website. You may use this option for preventing the use of Cookies at any time. You may restrict, block or delete the Cookies from this website at any time by changing the configuration of your browser following the steps indicated below. While the settings are different in each browser, Cookies are normally configured in the "Preferences" or "Tools" menu. For further details on configuring Cookies in your browser, see the "Help" menu in the browser itself.

7. WHAT COOKIES WE USE.

These Cookies are used to identify the user during the session, prevent the user from repeating login processes on the website, speed up certain procedures on the website, remember the selections made during the session or on subsequent visits, remember the pages that they already visited, etc.

• User identification;

• Session identifier;

• User selections;

• Shopping cart;

• Last orders.

• Etc

These Cookies obtain generic information about the user’s access to the website (not to the content itself) in order to subsequently provide us with aggregated information about these accesses for statistical purposes.

• Navigation Origin;

• Google Analytics (Third Parties Cookies);

• Facebook Píxel (Third Parties Cookies).

URBAN FOODS'S TERMS AND CONDITIONS OF SALE

1. ORDERING AND PURCHASING PROCESS

The ordering and purchasing process is possible after the creation of a Client Account and/or the client's login to the online store, and also by shopping as our Online Store visitor. To shop in our Online Store you must choose a minimum of 10 products.

2. PAYMENT METHODS

At the end of this period, if there is no confirmation of payment, the order will be cancelled. Some payment methods allow the saving of the data required to carry out the payment transaction - namely PayPal or Debit/Credit card. However, in this context, no personal data of the customer will be stored, so, such data management should be done directly with the service provider.

Credit card

In the case your use the payment with a Credit card, Visa or Mastercard, you can make the payment using a credit card and so benefiting from the liquidity and payment conditions offered by their bank. All transactions on our website are secure, ensuring the integrity and security of the customer's data as well as their identification, we also reinforce that the data associated with your credit card will not be preserved, besides its identification by its 4 last digits. The entity that manages this payment method is STRIPE, this way URBAN FOODS is not responsible for the direct charge with regard to the purchase value. If, for any reason, the cancellation of your order, partial or total may occur, the value will be refunded in a 14 working days period. This will be refunded directly to the credit card used in your purchase order.

PAYPAL

You can make your order´s payment thru your Paypal account. You can choose this method and do a quick checkout, using your User Profile´s data or simply select it when the payment method options appear. You must have an active, and with funds, Paypal account, in order to make payments with this method. 

Some payment methods are available only for portuguese costumers, like MBWAY or Referência Multibanco.

2. BILLING AND DELIVERY PROCESS

After the shipment of your order, it may take up to 15 days until you receive the invoice in you e-mail.

Once the distribution company has your shipment information, the customer will receive a confirmation email, the order´s shipment number and delivery expected time (normally ------). The customer may use this number and hyperlink sent by the distribution company to motorize your order delivery process, after it leaves our stores. In case the distribution company does not contact you and you could not receive your order you should contact us - info@urbanfoodssnacks.com - so we can help you. For quicker client support, you should provide us the shipment number received by the distribution company, your order´s number or email.

You may have 3 delivery attempts. In case these all fail, the order will be returned to our stores and a new shipment may have additional costs for you (the shipment costs charged considering the order´s destination). Customer may, therefore, receive the order at an address of their choice (exception made to PO Boxes). To do so, the customer only needs to provide the address where will be present 9am and 7pm of the day scheduled for delivery. For that reason we suggest you give an address where you are sure that it is always someone present: work place, doorman, an expecif address.

It is not possible to choose a specific delivery time as it will be conditioned by the courier route on the day of delivery, which is exclusively set by the transport service. An incorrect or incomplete address information given by you may result in the return of your order to URBAN FOODS, and, consequently, additional costs. Or, in some specific cases, it may lead to the delivery delay once the distribution company will have to confirm the delivery address with the receiver or sender (we). For services organization reasons and distributions procedures of the distributions entities, identification data will be printed in a tag that will be attached outside the distribution order´s box. Dealing with personal data, we advise you to destroy or erase this information after the order´s reception. The shipment costs and delivery period are different according the order´s delivery area, being divided into:

• Portugal Mainlad: Free and 48h to delivery;

• Peninsular Spain: 3,90€ and 48h to delivery. Free shipping in orders over 25€.

• Europe (Schengen Space): 12,90€ and 7 to 14 working days to delivery.

Orders are delivered from Monday to Friday, during working hours, except for local or national holidays, at the address indicated by the customer when placing the orders. It may occur exceptional delays in the deliveries in certain periods of local, national or international calamities, adverse atmosferic situations or festive seasons. 

We only ship to continental European regions, all islands are excluded from our shipping map. 

3. RETURN AND EXCHANGE PROCEDURE

• EXCHANGE

In order to obtain the exchange of the product(s), the customer shall return the item (s), request a refund and make a new purchase. The entire return procedure is described in the item Returns in what concerns the determination of the conditions applicable to the matter of the acceptance of the products to be exchanged. The exchanges only can happen before the order´s shipment and never must exced the quantitiy chosen. For example: you ordered 15 snacks, you won't be able to exchange for 16 or 14, on the other hand, you can change that order´s snacks making 15 in total.

• RETURNS

URBAN FOODS´ returns happen when:

1. Refund of your order´s amount: This case happens when you are not satisfied with your order: due to - there is some received snack that does not have all the supposed conditions (outside packaging or the snack itself); the snack is received outside its expired date; or the order was not delivered at all - in this case you should contact us (info@urbanfoodssnacks.com).

2. Refund of the order that was not shipped: This happens when you ask for the refund of an order you have not concluded, however you accidentally have concluded the payment. This may happen when you ask for the order´s cancellation - only possible before the order´s shipment. In these cases you should contact us (info@urbanfoodssnacks.com).

3. Order´s Return: This happens when the conditions of the distribution´s box is affected negatively, and you have not opened any snack inside it. You may ask for the return of the value paid. After that we will contact our distribution partners in order to request the pick up of the affected box at your address. This process may take 2 working days.

Please take note that incomplete, damaged or scratched products, products without their original packaging and/or label, or products with evidence of use, will not be accepted.

• REFUND

The refund will be made to the original payment method, and could take a period of 15 days from the receipt. - This is only valid in cases you have not received the ordered snacks or in spontaneous out-of-stock situations. - In these cases you will be always notified of these actions.All the refund requests should be directed to: info@urbanfoodssnacks.com - For quicker client support, you should provide us your motive, your e-mail associated with the order, the payment method and the order´s number.

4. PRODUCT INFORMATION

All the procedures deemed necessary to ensure that every product details, descriptions and prices presented on the site comply with the applicable legal requirements are strictly followed. However, there may be situations where product information, including pricing and promotional campaigns, has not been correctly published. In these cases, URBAN FOODS reserves the right not to fulfill orders containing the respective products in cases of out-of-stock situations. In the event that an order containing such products has been placed, the Customer Support team will contact the customer via e-mail in order to inform of the impossibility to proceed with the order. Orders may also not be shipped for other reasons, such as:

• Out-of-stock situations;;

• Failure to obtain payment authorization;;

• The order has been found to be fraudulent.

All products, campaigns, promotions and offers are limited to the effective available stock and / or limited units determined for each campaign.

In case the order contains a product for which there is no longer available stock you will be contacted by our Client Support so you can choose one of these: the refund of the product in question, the exchange of the product in question for other with the same value, or to choose to receive a discount coupons with the same value of the product in question for a future order.

URBAN FOODS also reserves the right not to allow the conclusion of the purchase process if any situation, - other than those specifically described in this document - is detected as a result of a computer error in the creation of the order, at any of the its stages, and associated with logistical issues.

The use of discount coupons is not accumulated with other promotions or campaings - you can only use the coupon code once, and during the specific valid time of that coupon. URBAN FOODS also reserves the right to modify promotions, specifically their end date (postponing or advancing it) at any time, And also reserves the right to modify the selling prices.

5. SUGGESTIONS AND CLAIMS

The customer's opinion is very important to URBAN FOODS! Thus, if, for any reason, customers are not satisfied with such services or with any of the purchased products, or, even, if they have any suggestions, URBAN FOODS would appreciate any situation being reported, preferably by an e-mail (info@hellourbanfoods.com). We will respond to your contact as soons as possible, during every working days, from 9am to 6pm by our Client Support team.If the customer has received a defective or damaged product, or if the product received is different from the one that the customer has actually ordered, video or photograph shall be attached to the complaint, on which the problem detected or the condition of the carton delivery box may be clearly visible.
URBAN FOODS is registered in the Plataforma do Livro de Reclamações Online any user can access it from here: https://www.livroreclamacoes.pt.

6. ADDITIONAL INFORMATION

The products, information, services and other content provided on or through this page, including but not limited to any products, information, emails, services and other content offered by any hyperlink, are provided for information purposes only and in a summarized or aggregated form. This information is not intended to be considered as a substitute for advice from the customer's physician or other healthcare professional or for any information contained in the accompanying leaflet or packaging of any product. Before purchasing or using any product, information or service offered on or through this page, including but not limited to any product, information or service offered by any hyperlink, the customer should contact their doctor or pharmacist. Customer should not use the information provided on this page to diagnose or treat any health problem or to prescribe any medication or other treatment. Customer should always consult the doctor or pharmacist and carefully read all information provided by the manufacturer of a particular product, as well as the information on the package. Each individual is different, and the way a person reacts to a particular product may differ significantly from the way other people may react to the same product.
URBAN FOODS does not have the responsibility for any specific product or service offered, advertised or sold on or through this page, including, without limitation, any product or service offered, advertised or sold on or through any hyperlink. URBAN FOODS is not responsible for any products or services disclosed by third parties and available on any hyperlink or any claims of quality or performance made by them. We advised our customers that other web pages, including but not limited to hyperlinks or pages linked to it, may contain material or information that some people may find inappropriate or offensive, inaccurate, false, wrong or misleading, defamatory or libelous, that infringes the rights of third parties or is otherwise unlawful. URBAN FOODS expressly states that cannot be held liable for the content, legality, decency or accuracy of any information and any products or services presented on any link or any page with a link to it.