Privacy Policy

Privacy policy

Hotcha Limited (Hotcha) is committed to protecting and respecting your privacy.

This policy (together with our Terms of Website Use, Terms and Conditions for Website Orders and Cookie Policy) sets out the basis on which Hotcha and its group companies (being any subsidiary or holding company of Hotcha and each and any subsidiary of any holding company of Hotcha) (the Hotcha Group, and together with Hotcha, we / us / our) will process any personal data that we collect from you, or that you provide to us.  Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting (our site) you are accepting and consenting to the practices described in this policy.

Some Hotcha stores are run by us, and some are run by independent Hotcha franchisees (Hotcha Franchisees).   We operate the site on behalf of us and the Hotcha Franchisees.  Hotcha Franchisees are not part of the Hotcha Group, and each Hotcha Franchisee is independently responsible for its own compliance with applicable laws and regulations.  This means that each Hotcha Franchisee will be solely responsible for how it collects and uses your personal data, and this policy does not apply to them.  If you would like to see any Hotcha Franchisee's privacy policy or find out about their use of your personal data, please contact the relevant Hotcha Franchisee directly.   

For the purpose of the Data Protection Act 1998 (the Act), the data controller in respect of any personal data collected or provided to us via our site is Hotcha Limited of 107 South Liberty Lane, Bristol BS3 2SZ.

Information we may collect from you

We may collect and process the following data about you:

  • Information you give us. You may give us information about you by filling in forms on our site, by providing your details to us at events (such as store openings or other events that we attend from time to time, e.g. Freshers Fairs) or in a Hotcha store, or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register for an account with us, search for a product, search for a Hotcha store, place an order on our site, register for My Hotcha Rewards, submit reviews, participate in surveys, enter a competition or promotion, and when you report a problem with our site. The information you give us may include your name, address, e-mail address and mobile number, financial and credit card information and date of birth.
  • Information we collect about you. With regard to each of your visits to our site we may automatically collect the following information:
    •  technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
    • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.
  • Information we receive from other sources. We may receive information about you if you use any of the apps, other sites or mobile sites we operate or any other services we provide from time to time. In this case we will have informed you when we collected that data that it may be shared internally and combined with data collected on this site. We also work closely with third parties (including, for example, the Hotcha Franchisees, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.


Our site uses cookies to distinguish you from other users of our site. This helps us to provide you with a good experience and more personalised service when you browse our site and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie policy.

How we use the information

We use information held about you (in whatever form and however collected) in the following ways:

  • to carry out our obligations arising from any contracts entered into between you and us (including fulfilling any orders you place through our site) and to provide you with the information, products and services that you request from us;
  • to provide you with information about other goods and services we offer, either where these are similar to those that you have already purchased or enquired about (where you have not opted out of receiving this information by ticking the relevant box on the form where we collect your information), or where you have consented to receiving such information.  Please be aware that where we run a national marketing campaign, Hotcha Franchisees may send this information to you on our behalf. 

    Individual Hotcha stores (including those operated by Hotcha Franchisees) may also run local marketing campaigns, and may send you marketing communications where you have placed orders directly with them, or where they have your information because they have fulfilled an order you placed via our site, or because we passed them your information when you registered for an account with us (please see the section below headed "Disclosure of your information".
  • You can opt out of receiving marketing communications either by ticking the relevant box on our site or at any time by following the instructions on marketing communications received, by contacting us in person or over the phone or by emailing
  • to notify you about changes to our service;
  • to ensure that content from our site is presented in the most effective manner for you and for your computer.
  • to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
  • to improve our site to ensure that content is presented in the most effective manner for you and for your computer;
  • to allow you to participate in interactive features of our service, when you choose to do so;
  • as part of our efforts to keep our site safe and secure;
  • to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
  • to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them;
  • to combine it with information we receive from other sources;
  • where we receive information from other sources, we may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above.

Disclosure of your information

We may share or disclose your information in the following ways to the following third parties:

  • Hotcha Franchisees, to enable them to fulfil any order you place via our website from a Hotcha store that they operate (where this happens, the contract for fulfilling that order will be between you and them, not us).  Where you register for an account with us, we may also share your information with any Hotcha Franchisees who run a store that delivers to your area.
  • Hotcha Franchisees, business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you
  • Hotcha Franchisees for the purpose of enabling them to send you marketing communications where you have consented to receiving such communications and in accordance with the section above headed "How we use the information
  • Analytics and search engine providers that assist us in the improvement and optimisation of our site.
  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Hotcha (or any member of the Hotcha Group) or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If any Hotcha Franchisee leaves or transfers its franchise to a third party, we (and/or the outgoing Hotcha Franchisee) may disclose your personal data to the prospective new franchisee before the transfer is completed.  Don't forget that personal data held by the outgoing Hotcha Franchisee may be transferred to the replacement franchisee.  Please check the relevant Hotcha Franchisee's privacy policy for details.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal or regulatory obligation, or in order to enforce or apply our Terms of Website Use  or Terms and Conditions for Website Orders  and other agreements; or to protect the rights, property, or safety of Hotcha, the Hotcha Group, the Hotcha Franchisees, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Where we store your personal data

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing.  Hotcha will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology.  Your payments will be processed in accordance with and subject to any terms issued by the relevant third party payment provider.

Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

Your rights

You have the right to ask us not to process your personal data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking the relevant boxes on the forms we use to collect your data.  You can also exercise the right at any time by contacting us at

Our site may, from time to time, contain links to and from the websites of our partner networks, Hotcha Franchisees, advertisers and affiliates.  If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.  Please check these policies before you submit any personal data to these websites.

Access to information

The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to our privacy policy

Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.


Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to