Who is responsible for processing my personal data?
NV Willy Naessens Swimming Pools, Westerring 37, 9700 OUDENAARDE is responsible for the processing of data as described in this privacy policy.
When does this privacy policy apply?
This privacy policy applies to all personal data that Zwembad.be processes from anyone who has ever been in contact with Zwembad.be, such as our visitors, customers and business contacts, on any domain related to Zwembad.be.
What is personal data?
Personal data is any data that can be traced back to you as an individual. For example, your name, telephone number, address or email address. But data such as your IP address or Zwembad.be customer number is also personal data. And other data that is unique to you, such as your Zwembad.be order history or browsing behaviour.
Whose personal data do we process and how do we obtain this data?
We process the personal data of anyone who is in (or has been in) direct or indirect contact with Zwembad.be, such as individual or business customers and our partners’ contacts.
We receive the data directly from you when you visit our website, create an account and fill in certain details, or when you contact our customer services.
In some cases, we receive your data from other parties. For example, when someone sends a delivery directly to you, we receive your name and address data. In addition, we may receive information from other parties, for example, when you have given those parties permission to provide us with certain information.
What data do we process about you, what do we use it for and how long is this stored for?
Data for processing your order
If you wish to order something, we need certain information from you in order to fulfil your order and to be able to keep you informed about the order. This information is also required for any returns or repairs.
We therefore collect your name, email address, delivery address(es), payment details and your telephone number for this purpose.
The data is required to fulfil the agreement you have concluded with us.
Data for processing an order made by someone else, whereby your address is the delivery address
Whenever someone has something delivered to your address, we receive your name and address details from them. Zwembad.be needs this information to be able to fulfil the order.
Business customers can also buy gift cards. They can ask Zwembad.be to send the gift cards directly to the recipients (indicated by the business buyer). If you are one of those recipients, the business customer will provide Zwembad.be with your name and address details (if the gift card is sent by post) or your name and email address (if the gift card is emailed). Zwembad.be needs this information to be able to fulfil the order.
Zwembad.be stores this data for a maximum of three months.
Details on your account
Among other things, we store the following data on your personal account: your name, (delivery and residential/ branch/invoice) address(es), telephone number, email address, customer number, payment details and invoices.
We will also store your payment card details if you provide them when placing an order. This enables you to use the same payment card on your next order instantly without having to re-enter all the details. You can view and delete the stored payment card details in your account. We also keep your order history on your account, including your chosen delivery options and including any digital items and subscriptions you have taken out.
Any preferences you have specified are also stored on your account: any linked Zwembad.be apps, language preferences and your email and personalisation preferences.
Our customer promise is to make our customers' lives easier and more pleasant. That is why we keep the data in your account for as long as you are an active customer with us.
However, you can request to have your data deleted from your account at any time.
Information about your contact with customer services
You can call, email or chat with our customer services. We can also use the telephone number on your customer account to recognise you when you call our customer services. This enables our customer service representatives to help you quicker and more efficiently.
We use the data stored on your account to contact you to respond to a question or complaint you have made. By storing your data, we are able to help you quicker on the next occasion. We therefore keep notes about any customer contact with us for 25 months after the last contact. This could be longer if (we suspect) there is any question of fraud.
When you send us an email or fill out the contact form, we store these messages for a maximum of 25 months. In the event of (suspected) fraud, we may extend the storage time.
Data for Reviews and Questions & Answers
We love reviews. So do our customers. Because reviews help you find what you're looking for. When you write a review, you choose whether your personal details or name are visible to other visitors. You can also use an alias. And you can state whether we are allowed to contact you about your review.
It is also possible to write a review about one of Zwembad.be’s business partners. If you have purchased something from a business sales partner via Zwembad.be, you will receive a follow-up email with a request to leave a review.
We only post reviews with your permission. Because reviews are valuable to customers for a long time, we keep a review until you ask us to delete it or until the review is deleted by us under the review conditions.
Data to prevent fraud
No one expects security incidents, abuse and fraud, and neither do we. We therefore use personal data to investigate, prevent and counter unauthorised access, improper use (including by bots) and fraud.
If we suspect fraud or abuse, we will retain certain data. We do not store this data for longer than necessary.
Social media
If you use social media such as Facebook, you can use the 'like and share' buttons on Zwembad.be to share articles that you find fun, useful or handy with your friends on your social media account. Zwembad.be does not have access to your social media account. We recommend that you read through the privacy policies of the social media platforms with which you have an account, so that you know how your data is used and how you can adjust your settings.
Who is your data shared with?
Sales partners
When you place an order with one of our sales partners via Zwembad.be, that sales partner receives your name, delivery address and language preference. The sales partner needs this information to be able to fulfil the agreement you have entered into with them. If it is necessary for delivery, for example to arrange a delivery appointment, the relevant sales partner will also receive your telephone number. If you contact the sales partner by telephone via our service, the sales partner may call you back within 30 days of the last contact. We do not share your real phone number with the seller, but a scrambled phone number.
If a sales partner has outsourced their logistics process to Zwembad.be, they will also receive your order number. The sales partner can use this number to assess and process unsaleable returned items correctly and to improve its service provision and range accordingly. A sales partner may have multiple sales accounts. In that case, the sales partner may share your data with their other sales accounts. For example, in our logistics process, we can send the products you order from the same seller’s different sales accounts in one package and send you one invoice.
If you submit a request from a business purchase account for a VAT invoice from a sales partner, the seller will receive your company name, business address, Chamber of Commerce number and order number for this purpose.
If you ask the sales partner a question via the contact form on Zwembad.be and you have provided a telephone number, the sales partner may call you to answer the question within 30 days of you filling out the form.
If you ask our customer services about an order placed with a sales partner, we will forward the details of your contact with customer services to the sales partner if we need the sales partner to answer your question. This information remains available to the sales partner, so that they can check what agreements have been made with the customer.
Sales partners can initiate customer contact proactively up to 2 years after purchase to solve a problem with an item you have ordered. They can therefore view which product you ordered, the order number and your name for up to 2 years after purchase.
Distribution and logistics partners
To be able to fulfil your order, we work with distribution partners. These parties receive your customer number, order number, name and delivery address to ensure they can process your package correctly.
To deliver your order(s), we work with various logistics partners, such as DPD, DHL, etc. Our logistics partners receive your contact details and delivery and billing address. They need this information to deliver your package to your chosen address, to keep you informed of the delivery time by email, text or via an app and to give you the option to use any additional services from these logistics partners (such as a different delivery address). The logistics partner is involved in fulfilling the agreement with you, as an independent responsible party. For more information about the use of your data by the relevant logistics service provider, you can consult the privacy statement on the delivery service’s website.
Other external service providers
We also use other external service providers to assist with various activities. They sometimes need to use personal data for this purpose. We only share the data that is required for the assignment that the external service provider is carrying out for us. We do not sell your information to these service providers or to other third parties. We also conclude agreements with all the external service providers concerning how they are allowed to use the data.
The type of activities that our external service providers carry out for us are:
support for the provision of our digital services, such as hosting, maintenance and support of our websites and applications;
support for our customer services;
support for our advertising and marketing campaigns;
support for conducting customer research and obtaining ratings and reviews;
provision of financial services, such as payment services, collection agencies and credit reference agencies;
support for facilitating telephone contact between you and business sales partners;
support for conducting research and analyses to improve our services;
support for compliance with legal obligations.
The government
We occasionally have to transmit personal data to the government. Primarily, this can arise if certain government institutions, such as the Tax Authorities, need this information to perform their duties. The police or the judiciary may also require certain data in the event of fraud or abuse. Finally, certain authorities may be granted access to personal data in the context of an investigation.
Other companies
If you wish, we will also pass on your personal data to other companies, for example if one of our commercial partners has an offer for Zwembad.be customers. We will only do this with your explicit consent.
At the request of an insurer or an organisation that offers a cashback promotion, Zwembad.be invoices may be checked for authenticity. We may also check whether certain Zwembad.be products have been returned. We may share this invoice and product information at the request of an insurer or organisation offering a cashback promotion to prevent unlawful behaviour, such as the use of forged Zwembad.be invoices.
Where do we store your data?
We store your data within the European Economic Area ("EEA"). It is possible that certain data that we collect may be transferred to or stored in a location outside the EEA, for example because one of our external service providers is located there. Whenever this occurs, we ensure that it is done in a safe and lawful manner.
If a party that Zwembad.be collaborates with is located in a country where the level of data protection is not equal to that in Europe, Zwembad.be takes measures to ensure that your data is safe. Zwembad.be does this, among other things, by concluding a standard contract with the recipients of your data. These standard contracts have been drawn up by the EC and contain agreements on the protection of your data. You can find these standard contracts at the end of the EC Implementing Decision (EU) 2021/914.
How is your data protected?
Zwembad.be takes many measures to protect your personal data. On both an organisational and a technical level. We have a group of in-house specialists who work to secure our systems and look for vulnerabilities on a daily basis. Through strict access control, we ensure that your personal data is only accessible to those employees who are required to work with it. In addition, at Zwembad.be we ensure our security is checked regularly by external experts. What if we transmit your data to another party? Then we require the other party to handle your data as carefully as we do. If you feel this is not happening, please let us know through our customer services.
How do we handle children's data?
Our services are not aimed at children. This means that the use of Zwembad.be by customers under the age of 18 is only permitted with the express consent of a parent or guardian.
What rights can you exercise in relation to your data?
The right to information
You have the right to an understandable and transparent explanation of how we handle your personal data and what rights you can exercise in relation to that. In this privacy policy, we have therefore explained in detail what data we collect from you and how we handle your data.
The right to access
You have the right to request access to the data we have available about you at any time. You can request this through your account. We process requests within a maximum of 30 days.
The right to rectification
You have the right to have your personal data rectified if it is inaccurate or out of date, and/or to have it completed if it is incomplete. You can do this through your account at any time 24/7.
The right to object
You have the right to object to the processing of your data if you do not agree with the way in which we process your personal data. This right applies to the data we use for direct marketing. For example, you can inform our customer service that you no longer wish to receive mail from us. You can also ask us to stop using your data for personalised recommendations on the website. You can manage this yourself through your account. This right also applies to other data that we use about you based on our legitimate interest. For example, you can opt for us to forget and to continue to forget data about your browsing and search behaviour. You can also manage this yourself through your account. We process requests within a maximum of 30 days.
The right to data portability
You have the right to receive the data that you have provided to us within the context of the agreement(s) that you have concluded with us, in a machine-readable format, so that you can store this data in your own or another party’s database. This relates to your name, address and place of residence details and your order history. We give you the option to download this data in a machine-readable format in your account.
The right to restriction
You have the right to request that the processing of your data is restricted. This means that we may store but not use your data. This right arises in a number of cases. If you believe this applies here, please contact us via our customer services.
The right to be forgotten/request to delete an account
You have the right to ask us to delete any data we hold on you. When you submit a request to delete your account, any of your data that can be traced back to you will be deleted except for the data that we are required or permitted to retain by law.
We cannot grant this request if there are any outstanding orders or invoices. We also may not comply with this request if we are permitted by law to retain your personal data despite a deletion request. For example, if there is a suspicion that fraud has been committed with your account. If you have not logged in with us for a period of 7 years, we will delete all your data.
We give you the option to submit a request through your account.
The right to lodge a complaint
You have the right to lodge a complaint about the way we handle your data. If you have a complaint, we would prefer to resolve it with you. Please contact our customer services if you would like us to do so. However, you also have the right to lodge a complaint with our Data Protection Officer. You can do this by emailing dpo@Zwembad.be. Finally, you have the right to submit your complaint to the Data Protection Authority (Autoriteit Persoonsgegevens).
Questions?
If you have any questions about the way in which Zwembad.be handles personal data, please feel free to contact our customer services. We're happy to help.
