Privacy Policy

1. Introduction

At Pollo Campero, we are deeply committed to protecting your privacy and maintaining your trust. This comprehensive Privacy Policy outlines how we collect, use, protect, and share your personal information when you use our food services, visit our restaurants, order online, or interact with our website at pollo-campero.digital.

This policy applies to all our services including dine-in experiences, takeout orders, delivery services, catering events, franchise operations, loyalty programs, and any digital interactions with our brand. By using our services, creating an account, placing orders, or visiting our locations, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.

Important Note: We never sell your personal data to third parties. Your trust is fundamental to our business, and we are committed to maintaining the highest standards of data protection and privacy.

2. Information We Collect

2.1 Information You Provide to Us

We collect information you voluntarily provide when interacting with our services:

• Personal Identification Information: Name, email address, phone number, delivery address, billing address
• Account Information: Username, password, profile preferences, purchase history, saved payment methods
• Order and Food Service Information:
  • Order history and favorite menu items
  • Dietary preferences and restrictions
  • Allergen information you provide
  • Special dietary requirements (vegan, halal, kosher, gluten-free, etc.)
  • Portion preferences and customization choices
  • Table reservation details and party size
  • Catering event information and guest count
• Payment Information: Credit/debit card details, billing information (securely encrypted and processed by certified payment processors)
• Loyalty Program Data: Rewards points, membership level, earned benefits, redemption history
• Communication Records: Contact form submissions, customer service interactions, reviews and ratings, survey responses
• Marketing Preferences: Email subscription choices, communication preferences, promotional interests

2.2 Automatically Collected Information

When you visit our website or use our digital services, we automatically collect certain information:

• Device Information: IP address, browser type and version, operating system, device identifiers, screen resolution
• Usage Data: Pages visited, time spent on pages, click-through rates, search terms, navigation patterns, feature usage
• Location Information: Approximate location derived from IP address, precise location (with your permission) for delivery services and restaurant finder
• Cookie and Tracking Data: Session identifiers, user preferences, authentication tokens, analytics data
• Performance Data: Page load times, error reports, system performance metrics

2.3 Information from Third Parties

We may receive information about you from third-party sources:

• Social Media Platforms: If you connect your social media accounts or sign in through social platforms
• Payment Processors: Transaction verification and payment processing information
• Delivery Partners: Delivery status, driver location, delivery confirmation
• Marketing Partners: Demographic information and marketing insights (anonymized and aggregated)
• Data Verification Services: Address verification and fraud prevention data

3. How We Use Your Information

3.1 Service Provision and Operations

• Order Processing: Processing food orders, managing reservations, coordinating delivery and pickup
• Account Management: Creating and maintaining user accounts, authentication, password resets
• Payment Processing: Secure transaction processing, billing, refund processing
• Service Quality: Monitoring service quality, food safety compliance, customer satisfaction improvement
• Loyalty Programs: Managing rewards points, tracking benefits, processing redemptions
• Personalization: Customizing menu recommendations based on dietary preferences and order history

3.2 Communication and Customer Support

• Order Communications: Order confirmations, preparation updates, delivery notifications, pickup reminders
• Customer Support: Responding to inquiries, resolving issues, providing assistance
• Important Notices: Service updates, policy changes, security notifications, restaurant closures
• Marketing Communications: Promotional emails, special offers, new menu items (only with your explicit consent)
• Feedback Collection: Order satisfaction surveys, service improvement requests

3.3 Marketing and Analytics

• Personalized Advertising: Targeted promotions based on preferences and order history
• Usage Analytics: Website traffic analysis, user behavior patterns, service optimization
• Campaign Effectiveness: Marketing campaign performance measurement and optimization
• Market Research: Understanding customer preferences, developing new menu items and services
• Business Intelligence: Operational efficiency improvements, demand forecasting, inventory management

3.4 Legal Compliance and Protection

• Legal Requirements: Complying with food safety regulations, tax obligations, health department requirements
• Fraud Prevention: Detecting and preventing fraudulent activities, payment disputes
• Rights Protection: Protecting our rights, property, employees, and customers
• Dispute Resolution: Handling legal disputes, investigations, regulatory inquiries
• Safety and Security: Ensuring restaurant safety, customer security, emergency response

4. Information Sharing and Disclosure

4.1 Service Providers and Partners

We share information with trusted third-party service providers who help us operate our business:

• Payment Processors: Secure transaction processing, fraud detection, payment verification
• Delivery Services: Order delivery, driver coordination, delivery tracking and confirmation
• Cloud Storage Providers: Secure data storage, backup services, system reliability
• Marketing Services: Email campaign management, promotional distribution, customer communications
• Analytics Providers: Website usage analysis, performance monitoring, user experience optimization
• Technology Partners: Software maintenance, security services, technical support
• Food Safety Partners: Compliance monitoring, health inspection support, quality assurance

4.2 Legal Requirements and Protection

We may disclose your information when required by law or to protect our legitimate interests:

• Legal Process: Court orders, subpoenas, search warrants, regulatory investigations
• Compliance Obligations: Health department requirements, food safety regulations, tax audits
• Rights Protection: Protecting our rights, property, employees, or other customers
• Public Safety: Emergency situations, public health concerns, safety threats
• Fraud Prevention: Investigating suspected fraudulent or illegal activities

4.3 Business Transfers

In the event of business restructuring:

• Mergers, acquisitions, or sale of company assets
• Customer notification before any data transfer occurs
• Ensuring the new owner follows equivalent privacy protection standards
• Your option to delete your account before any transfer

4.4 With Your Explicit Consent

We will share your information for purposes not covered in this policy only with your explicit, informed consent. You can withdraw this consent at any time.

5. Data Security

5.1 Technical Security Measures

We implement comprehensive technical safeguards to protect your information:

• Encryption: SSL/TLS encryption for all data transmission, AES-256 encryption for stored data
• Firewall Systems: Advanced firewall protection, intrusion detection and prevention systems
• Access Controls: Multi-factor authentication, role-based access limitations, principle of least privilege
• Monitoring: 24/7 security monitoring, real-time threat detection, automated alert systems
• Data Backup: Regular encrypted backups, secure offsite storage, disaster recovery procedures
• Network Security: Secure network architecture, VPN access, network segregation

5.2 Organizational Security Measures

• Employee Training: Regular security awareness training, data handling best practices, incident response training
• Data Handling Procedures: Documented data processing procedures, privacy by design principles
• Third-Party Agreements: Strict confidentiality agreements with all service providers and partners
• Incident Response: Comprehensive security incident response plan, breach notification procedures
• Regular Audits: Internal security assessments, third-party security audits, compliance reviews
• Data Minimization: Collecting only necessary data, regular data purging, privacy impact assessments

5.3 Your Security Responsibilities

Your cooperation is essential for maintaining security:

• Strong Passwords: Use complex, unique passwords for your account
• Account Protection: Never share your login credentials with others
• Public Computer Safety: Always log out when using public or shared computers
• Phishing Awareness: Be cautious of suspicious emails or links claiming to be from us
• Incident Reporting: Immediately report any suspected unauthorized access to your account

Security Breach Notification: In the unlikely event of a data breach that affects your personal information, we will promptly notify you and relevant authorities as required by law, typically within 72 hours of discovering the breach.

6. Cookies and Tracking Technologies

We use various tracking technologies to enhance your experience and analyze our services:

Type	Purpose	Duration
Essential Cookies	Basic site functions, login state, shopping cart, security	Session
Functional Cookies	User preferences, language settings, location memory	Up to 1 year
Analytics Cookies	Usage analysis, performance monitoring, improvement insights	Up to 2 years
Marketing Cookies	Personalized advertising, campaign effectiveness, retargeting	Up to 1 year

Specific Tracking Technologies We Use:

• Google Analytics: Website traffic analysis, user behavior insights, performance optimization
• Facebook Pixel: Advertising campaign measurement, custom audience creation
• Web Beacons: Email open rates, link clicks, engagement measurement
• Local Storage: Browser-based data storage for enhanced functionality
• Session Storage: Temporary data storage for single-session functionality

Managing Your Cookie Preferences

You have control over cookies through:

• Browser settings to accept, reject, or delete cookies
• Our cookie preference center accessible through our website
• Third-party opt-out tools for marketing cookies
• Mobile device settings for app-based tracking

Note: Disabling certain cookies may affect website functionality and your user experience.

7. Your Privacy Rights (GDPR/CCPA Compliance)

You have comprehensive rights regarding your personal information:

7.1 Right of Access

Request confirmation of what personal data we hold about you and receive a copy of your data in a commonly used format.

7.2 Right to Rectification

Request correction of inaccurate or incomplete personal data we hold about you.

7.3 Right to Erasure (Right to be Forgotten)

Request deletion of your personal data, subject to legal retention requirements and legitimate business interests.

7.4 Right to Restrict Processing

Request limitation of how we use your personal data in certain circumstances while maintaining data storage.

7.5 Right to Data Portability

Receive your personal data in a structured, machine-readable format for transfer to another service provider.

7.6 Right to Object

Object to processing of your personal data, particularly for marketing purposes or legitimate interest purposes.

7.7 Right Against Automated Decision-Making

Not be subject to decisions based solely on automated processing, including profiling, that significantly affects you.

How to Exercise Your Rights

Contact us through any of the following methods:

• Email: [email protected]
• Phone: +52 257 966 1534
• In-person at any restaurant location
• Through your online account settings

Response Commitment: We will respond to your requests within 30 days and provide updates if additional time is needed.

8. Children's Privacy

Protecting children's privacy is extremely important to us:

• Our services are not intended for children under 16 years of age
• We do not knowingly collect personal information from children under 16
• If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately
• We will promptly delete any information we discover has been collected from children under 16
• Parents can contact us to review, modify, or delete their child's information

If we learn that we have collected personal information from a child under 16, we will delete that information as quickly as possible and take steps to prevent future collection.

9. International Data Transfers

9.1 Protection Measures for International Transfers

When transferring your data internationally, we ensure appropriate protection through:

• Adequacy Decisions: Utilizing European Commission adequacy decisions for approved countries
• Standard Contractual Clauses (SCC): Implementing EU-approved contractual protections
• Data Processing Agreements: Comprehensive agreements with international partners
• Security Measures: Maintaining equivalent security standards across all locations
• Regular Compliance Audits: Ongoing monitoring of international data handling practices

9.2 Transfer Destinations

Your data may be transferred to and processed in:

• United States: Cloud storage services, payment processing, customer support
• European Union: Data analytics services, marketing platforms
• Other Countries: As necessary for service provision, always with appropriate safeguards

We continuously monitor the legal landscape and adjust our transfer mechanisms to ensure compliance with evolving international privacy laws.

10. Data Retention Periods

We retain your information only as long as necessary for legitimate business purposes:

Information Type	Retention Period	Reason
Account Information	6 months after account deletion	Legal obligations, dispute resolution
Order History & Food Preferences	7 years	Tax and accounting requirements
Payment Information	As required by payment processors	Fraud prevention, chargebacks
Marketing Consent	3 months after withdrawal	Consent record keeping
Website Usage Logs	Up to 2 years	Security, analytics, troubleshooting
Customer Support Records	3 years	Service quality improvement
Allergen Information	Until updated or account deleted	Food safety compliance
Loyalty Program Data	2 years after account inactivity	Program benefits, tax reporting

Safe Data Disposal Procedures

• Electronic Data: Complete cryptographic deletion ensuring unrecoverable removal
• Physical Records: Industrial-grade shredding and destruction
• Backup Systems: Coordinated deletion from all backup systems and archives
• Documentation: Maintaining disposal records for compliance purposes

11. Third-Party Links

Our website and services may contain links to third-party websites, services, or applications:

• We are not responsible for the privacy practices of third-party websites or services
• Each third party has their own privacy policy governing their data collection and use
• We encourage you to review the privacy policy of any third-party service before providing personal information
• Your interactions with third-party services are governed by their terms and policies, not ours
• We do not control or endorse third-party services, and their inclusion does not imply recommendation

When you click on third-party links or use integrated services, you leave our platform and this Privacy Policy no longer applies.

12. Policy Changes

12.1 Change Notification Process

We will notify you of privacy policy changes through:

• Website Notice: Prominent notification on our website homepage
• Email Notification: Direct email to all registered users at least 30 days before changes take effect
• Account Login Notice: Pop-up notification when you next log into your account
• Mobile App Notification: In-app notifications for mobile users
• Explicit Consent: Required consent for significant changes affecting how we use your data

12.2 Staying Informed About Changes

• The most current version is always available on our website
• Check the "Last Updated" date at the top of this policy
• Continued use of our services after changes indicates acceptance
• You have the option to discontinue using our services if you disagree with changes

13. Contact Information

13.1 Filing Complaints

If you have concerns about our privacy practices:

1. Contact Us First: Please reach out to us directly so we can address your concerns promptly
2. Regulatory Authorities: If unsatisfied with our response, you can contact:
   • US Residents: Federal Trade Commission (FTC) or your state's attorney general
   • EU Residents: Your local Data Protection Authority
   • Other Jurisdictions: Your local privacy regulatory authority

14. Withdrawal of Consent

14.1 Marketing Consent Withdrawal

You can withdraw marketing consent through:

• Email Unsubscribe: Click the unsubscribe link in any marketing email
• Account Settings: Update your communication preferences in your online account
• Customer Support: Contact our support team to opt-out
• Text Messages: Reply "STOP" to any promotional text message

14.2 Account Deletion Process

To delete your account and associated data:

1. Log into your account and navigate to account settings
2. Select "Delete Account" option
3. Confirm your identity for security purposes
4. Review what data will be deleted and what may be retained for legal compliance
5. Complete the deletion request
6. Receive confirmation email within 24 hours

Important: Some information may be retained as required by law, such as transaction records for tax purposes or fraud prevention data for security purposes.

15. Conclusion

At Pollo Campero, protecting your privacy is not just a legal obligation—it's a fundamental commitment to our customers and the trust you place in us. We understand that your personal information is valuable and sensitive, and we take our responsibility to protect it seriously.

This Privacy Policy reflects our dedication to transparency, security, and respect for your rights. We continuously review and improve our privacy practices to ensure they meet the highest standards and comply with evolving privacy laws worldwide.

Your trust is the foundation of our relationship, and we are committed to earning and maintaining that trust through responsible data handling, clear communication, and unwavering respect for your privacy choices.

We welcome your questions, concerns, and feedback about our privacy practices. Our team is always available to help you understand how we protect your information and to assist you in exercising your privacy rights.

Thank you for choosing Pollo Campero and for taking the time to understand our privacy commitment to you.