Customer Services
Privacy & Security |
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| Our commitment to you is 100% - we aim to provide
a service that delights you. We have set out below what you can expect from us: |
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| Security We take your security very seriously and have gone to great lengths to ensure that your shopping experience with us is absolutely safe: |
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| Your personal information can only be viewed on-line (or via our customer help line) if you successfully log-in to our systems. Our log-in procedure minimises the risk of someone doing this. Only three attempts at entering a valid PIN number or your memorable date are allowed. Help us to keep things secure - remember to keep your login details safe. | |
| Your credit card details need not be stored in your personal information - it's your choice. You can, if you wish, enter your card number each time you shop. If you do save your card, you will see that it is never displayed - we only ever show the last 4 digits. | |
| Whenever you checkout, your payment information is protected by something called 128-bit encryption. This is currently the strongest sort of protection that is in common commercial use. It makes it very, very hard for anyone to 'decode' information as it travels over the Internet. Once your payment information is received by our own systems, your credit card is processed through the same systems that handle our superstore sales - so they're tried and tested over many years of secure operation. | |
| Our internal systems and networks are among the best in the world - our investment in this infrastructure is to your benefit as it helps to prevent the risk of unauthorised people gaining access to our systems. | |
| We are so confident about security on our site that when you shop with us we back each of your purchases with a guarantee. In the unlikely event that unauthorised use is made of your card most card issuers either cover all the charges that result from the unauthorised use or may limit your liability to £50. If your card issuer holds you liable for any of this £50 we will reimburse you up to the full £50. This guarantee applies where the unauthorised use is as a direct result of giving us your credit/debit card details on our secure server and not through your own fault. | |
| If you find your card has be used without your authority please tell us within 24 hours of finding out. You must also tell your card issuer within the time limits you agree in your card scheme rules. | |
| Privacy Your privacy is really important to us, and we understand how important it is to you. Our aim is to be as clear and open as possible about what we do and why we do it. |
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| Our commitment to you on this goes beyond complying with the Data Protection Act legislation. We measure the success of everything we do against our privacy principles - that your information will always be: | |
| Accessible You can see your registration details, any saved payment card details, and any previous orders or your favourites lists easily after logging on to Asda.com |
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| Controllable You can amend your registration details or your saved card details easily through the Help / My account facility on Asda.com. We can also change information for you if you call our customer help line. |
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| Private We won't use your details to contact you with special offers unless you want us to. Again, you can go online at any time to tell us whether or not you want to be contacted. |
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| Secure Information about you will be kept safe and secure. Our Internet systems are operated by Wal-Mart in the US who pride themselves on the extremely high security of their systems. |
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| Necessary: Necessary: We only collect information that we can use to improve the experience for you. You'll notice, for example, that to register with us is a very simple process and we ask for the minimum of information. |
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| Do we use cookies? It's really up to you. When you login to the site, you can tick a box that will allow your computer to remember your customer ID when you next return to the site. If you tick the box we'll send your computer a cookie - this is just a small piece of information containing your customer ID and name which is stored on your PC hard drive. Our cookies don't hold any personal or confidential information about you and they are not used outside of Asda.com. |
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| When you come back to the site the cookie allows us to greet you personally and speed up your log-in. It also helps us monitor what parts of the site you visit so that we can keep improving it, making it quicker to get to the parts that our customers want to get to. | |
| We also use a second cookie to help us keep a record of the order in which you visit our pages. We use this information to improve the site, so that you can get to the places you want to go in the fastest possible time. | |
| You can refuse both cookies by turning cookies off on your browser. If you use Netscape Communicator: select 'Edit' from the main menu. Then choose 'Preferences' and 'Advanced' to see your options. If you use Microsoft Internet Explorer: select 'Tools' from the main menu. Then 'Internet Options', 'Security', 'Custom Level' and 'Cookies' to see your options. If you do refuse cookies, then we will not be able to do the things that we've described, but you'll still have no problems using the site and shopping with us safely and privately. | |
| Our last comment on privacy is to assure you that we continually review our practices to make sure we back up our principles above with real actions - not just words. | |
| Returns We would like to be totally satisfied with your ASDA purchase. If you are dissatisfied with an item you may return it, just like you can in our superstores. Simply call us on 0845 300 7771 between 8am and 10pm Monday to Saturday, and 10am to 8pm on Sunday, or email us and one of our friendly customer care colleagues will be happy to help you. | |
| Pricing All prices in the catalogue, Internet and Sky Active are a guide only. When we're ready to send your shopping to you, we scan it through one of our normal store checkouts, so that you receive any promotions we have at the time of delivery and you pay the price on day of delivery, just as though you'd been shopping yourself. |
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| What Information do we collect? You can have a look through our on-line shop without giving us any personal information about yourself. |
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| If you want us to deliver shopping to you, we'll need to know some information about you, but we'll ask the minimum of questions: | |
| - Name, address and postcode - without this we won't know where to send your shopping and to whom. We also use postcodes to quickly get your full address to save you typing it out, and to identify whether or not we deliver to your area. | |
| - E-mail address - we send a confirmation of your order via email. We can also keep you up to date of anything else that you may be interested in if you have given us permission to do so, or in situations were we need to contact you with regard to our service to you. Rest assured, we won't bombard you with boring emails - we haven't time to do this any more than you have time to read them! | |
| - Telephone numbers for day and evening - if there are any problems with your order or we need to clarify anything with you, we need to be able to contact you quickly. Again, we won't pester you. | |
| - Credit/debit card number, expiry date, issue no and name of holder - we need this to collect payment for your order in the same way as when we swipe your cards in a superstore checkout. | |
| - User name and PIN number/memorable date - this is to keep your information secure and so that we can recall your information each time you visit us. | |
| - Where you heard about us - we value your custom and like to reward those who recommend you shop with us. For example, if you heard about us from one of our stores we will reward our colleagues in your local store. | |
| In addition we will ask you whether or not you'd like us to keep you updated with offers that we think may be of interest, either our own offers or offers from carefully selected third parties. You're completely free to choose at any time whether you do or don't receive such offers. | |
| We will not sell your details to a third party to allow them to contact you, but we may carry out mailings on behalf of approved third parties whose products and services we believe you may be interested in, if you have requested that we do so. We may also pass your details to third parties who may contact you for market research purposes, unless you have specifically asked not to be contacted. We may provide information at an aggregated or statistical level to third parties, but this will not identify individuals - for example, information like the fact that 50% of our shoppers buy this type of baked bean. |
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| In order to help us design our site and improve your experience we may collect information about the way you use and access our site, for example, what pages you visit and in what order you visit them. We may employ third party experts to help us look at this, but again, rest assured that anyone we employ will treat all information with the same sensitivity and security that we treat it. | |
| We'd also like to personalise your shopping experience by using your past purchases and browsing habits to present special offers and new products and services that we think you may be interested in. For example, we'll hold a "My Favourites" list for you containing your recent purchases, so that you can select you regular purchases even more quickly. As technology gets ever better this will really help us to improve our service to you. | |
| We want to make sure we're giving you the information about privacy and security that you want - let us know what you think, or what you want to know - email ASDA @t home and we will, of course, be Happy to Help. | |
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