Who is responsible for the processing of my personal data?
What are personal data?
Personal data is all data that can be traced back to you as an individual. Just think of your name, telephone number, address or e-mail address. But data such as your IP address are also personal data. And other data that is unique to you, such as your LOQAL order history or surfing behavior.
From whom do we process personal data and how do we get this data?
We process the personal data of anyone who has (had) direct or indirect contact with LOQAL , such as (business) customers and contact persons of partners.
We receive the information directly from you when you visit our website, create an account and enter certain information or when you contact our customer service.
In some cases , we receive your data from others . We may also receive information from other parties, but only if you have given those parties permission to provide certain information to us.
What data do we process about you, what do we use it for and how long is it stored?
Data for processing your order
If you order something, we and the LOQALs need certain information from you to be able to deliver your order and to keep you informed about your order. This information is also required for any returns or repairs.
For this we collect your name, e-mail address, delivery address (es), payment details and your telephone number.
The data is necessary to execute the agreement that you have concluded with us (or with one of our sales partners). By law, we must keep the data related to your order for 7 years.
Information in your account
We store the following information in your personal account: your name, (delivery and residential / business) address (es), telephone number, e-mail address, date of birth (if you have provided one), payment details, gift certificates and gift cards.
We also store your order history in your account, including selected delivery options, including the digital items and subscriptions you have taken out.
In addition, we store the interests you have specified in your account, namely your wish list, any linked LOQAL apps , language preference and your e-mail and personalization preferences.
W ij retain the data in your account as long as you active customer with us. If you have not logged in with us for 7 years, we will delete all your data. You can also make a request at any time to have your data deleted in your account.
Information about your contact with customer service
If you have any questions, you can contact us. You can email us or send us a message via social media, such as Facebook. We use the account in your stored data with you to contact in response to your question or complaint to us.
We can help you faster next time by saving your data. We therefore keep notes about customer contact with us and our sales partners as long as you are an active customer with us.
When you send us a private message via Twitter or Facebook, the messages will be stored by us for a maximum of 6 months.
Customer service can also use the (purchase) data in your account to reward you with a little extra after you have contacted us. With this we want to show our appreciation for you as a customer.
Data for an optimal shopping experience
We would like to help you find what you are looking for among all these articles.
First of all, we ensure that our website or app works properly so that you can shop optimally. To this end, when you visit LOQAL, we collect your IP address, information about your internet browser, any language settings and information about the settings of the operating system of the computer or mobile device with which you visit us.
We also ensure that LOQAL is as relevant as possible by tailoring our store to your personal preferences. To do this, we collect your search, click and purchase behavior at LOQAL . We use this data to map generic customer patterns, so that we can use them at an individual level. This is not so much about knowledge about individual customers. Our customer promise is to make our customers’ lives easier and more fun. That is why we keep this data as long as you are an active customer with us. If you have not logged in with us for 7 years, we will delete all your data. If you want to know more about this and want to adjust your preference, we refer you to your account .
Improve the shopping experience based on general information and sales statistics
When you view an article on LOQAL , you will also see other articles that we recommend (for example under the heading “Others also viewed”). These recommendations are based on the Item or category you are currently viewing. Based on statistics, we know that customers who bought that item were also interested in the other items. These recommendations are not personal: anyone viewing that article will see the same recommendations.
Personalization based on your account details and search, surf and purchase history at LOQAL
If we know who you are, we can make the store even more personal for you. Just like in your favorite physical store. The store assistant knows you and can make good recommendations based on your previous purchases and interests.
Just like that store assistant, we also make recommendations and adjust the store to your preferences. We look at what you previously searched or bought from us, what is on your wish list and what interests you showed by looking at certain items or categories in our store . We can also offer you a special discount or a subscription that suits your preferences by email and on the website based on this information. We also give you recommendations on our website which products you might need again based on what you have bought before.
We do this on the basis of your surfing, searching and purchasing behavior. We will not look back longer than three years . We collect your surfing and search behavior based on cookie techniques, your IP address and the unique number that is linked to the mobile device with which you surf.
We have a legitimate interest in applying this personalization, namely to make your life easier and our store better. You will find what you are looking for faster and will not be bothered with articles and categories that are not relevant to you. If you don’t appreciate personalized recommendations, you can turn them off in your account .
You can indicate your preferences with us at various places. For example, you can want to be kept informed about something or put items on your wish list. You can adjust or turn off these preferences yourself at any time.
Data for marketing
Personalized emails and push notifications
We regularly have offers, special promotions and news that we want to share with you. We are happy to share it via email or. If you have an account with us and have placed one or more orders, we will email you (and / or send you push notifications with) suggestions, information about our items and services based on your purchases and review requests, unless you have indicated find that undesirable.
If you give us permission to do so, we can also email you or send you push notifications about other information, such as the daily offer, general competitions or personal recommendations and information. These personal recommendations are based on your purchases and visit history from up to 2 years ago in order to make the content of these messages more interesting for you. If you prefer not this type of information received, you can a fmelden these emails.
We, our advertising networks and media agencies can show you advertisements on LOQAL and other websites. This is done on the basis of your previous visits to our websites and the websites of third parties. Your surf, search and purchase behavior is collected based on cookie techniques, your IP address and the advertising number that is linked to the device with which you surf. We only use this information if you have given permission for the placing of cookies. A limited retention period applies to cookies and that period differs per cookie.
Data from customer surveys
We are constantly working to improve our services and to make them more in line with what customers want. That is why we can use your data (customer ID and e-mail address) to invite you for a free customer or market research. We can also have these investigations carried out by third parties. In this way you help our store to become even better. Participation in customer or market research is completely voluntary. You decide whether you want to participate in the study. How long your data linked to the results of the customer or market research is kept varies per research. We remove all to you w identifying information once the investigation is finally completed.
We analyze information from customer and market research, competitions and click and purchase behavior to gain insight into our customers and their use of our services.
Data for reviews & questions and answers
When you write a review, you choose whether your personal information or your name is visible to other visitors. You can also use an alias. You can also indicate whether we may contact you about your 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 the review or until the review is removed by us under the review conditions.
Information for competitions and promotions
If you participate in a promotion or competition, we will ask you for information such as your name, address and / or e-mail address. We need these to be able to carry out the promotion and to announce the prize winner (s). We collect this information with your permission. If you agree, we can also use the information you share with us during a promotion or competition for other purposes. At the relevant competition or promotion you can find exactly what we use your data for and how long we keep this data.
Data to prevent fraud
Nobody is waiting for security incidents and fraud, including us. That is why we use personal data (including IP addresses and search, surfing and purchasing behavior) to investigate, prevent and combat unauthorized access and fraud.
If there has been demonstrable fraud, we will keep certain data related to that fraud. We do this for a period of 1 year after we have discovered this fraud.
Who will your data be shared with?
When you place an order via LOQAL with one of our sales partners or LOQALS , that sales partner will receive your name, delivery address and language preference. The sales partner needs this information to be able to execute the agreement you have entered into with him. If this is necessary for the delivery, for example to make a delivery appointment, the relevant sales partner will also receive your telephone number. When you contact the sales partner by telephone via our service, the sales partner can call you back within 30 days after the last contact. If you request a VAT invoice from a sales partner from a business purchase account , the seller will receive your company name, business address, Chamber of Commerce number and order number.
If you ask the sales partner a question via the contact form on LOQAL , the sales partner can call you within 30 days of completing the form to answer the question, if you have entered a telephone number. After you have had contact with the sales partner, we can ask you how you experienced the contact.
Other External Service Providers
We also engage other external service providers to help with various things. Sometimes they also need personal data for this. We only share the data that is necessary for the assignment that the external service provider carries out for us. We do not sell your information to these service providers or other third parties. And we conclude agreements with all external service providers in which we agree on what they can do with the data.
The types of work that our external service providers perform for us are:
- the support in delivering our digital services such as hosting, maintenance and support of our websites and applications;
- the support to our customer;
- the support of our advertising and marketing campaigns;
- the support when doing customer research and obtaining ratings- and reviews;
- the provision of financial services, such as payment services, collection agencies and credit reporting agencies;
- The support in facilitating telephone contact between you and business sales partners;
- the support when doing research and analysis to improve our services.
Sometimes we have to pass on personal data to the government. This can first of all occur if certain government institutions need this information for the performance of their duties, such as the tax authorities. The police or judicial authorities may also need certain information in the event of fraud or abuse. Finally, certain supervisors can gain access to personal data in the context of an investigation.
Only at your request: with other companies
If you wish, we also pass on your personal data to other companies, for example if one of our commercial partners has an offer for LOQAL customers . We will only do this with your explicit consent.
How do we handle data from our private and business sales partners?
When you sell through our platform as a private sales partner, in addition to the contact details that you enter in your sales account (your name, your home address, your telephone number and your bank account number), we also store your store name (this can be your own name or a chosen alias) and the description you give to your store.
When you sell via our platform as a business sales partner, we save the contact details you enter in your sales account (the name of your company, the name of the contact person of your company, e-mail address, your contact address (and any other addresses), payment details and your telephone number) also your Chamber of Commerce number.
Where do we store your data?
We store your data within the European Economic Area (” EEA “). However, it may happen that certain information we collect is transferred to or stored at a destination outside the EEA , for example because one of our third-party service providers is located there. When this occurs, we ensure that it is done in a safe and lawful manner. In such cases LOQAL will take appropriate measures to ensure that your data is protected as well as possible, such as agreeing with the recipients of standard data protection clauses drawn up by the European Commission. If you have any questions about this, you can contact our Data Protection Officer. You can do this by emailing firstname.lastname@example.org .
How are your data secured?
LOQAL takes many measures to protect your personal data. Both in organizational and technical areas. Do we give your data to someone else? Then we demand that the other person handles your data just as carefully as we do. If you feel that this is not happening, please let us know via our customer service .
How do we handle data from children?
Our services are not aimed at children. This means that the use of LOQAL by customers under the age of 18 is only permitted with the express consent of a parent or guardian.
What rights can you exercise with regard to your data?
Right to information
Right of access
You have the right to request access from us at any time to the information that we have available about you. We process applications within 30 days at the latest.
Right to correction
You have the right to have your personal data corrected if it is incorrect or outdated and / or to have it completed if it is incomplete.
Right to object
You have the right to object to the processing of your data if you do not agree with the way we process your personal data. This right applies to the data we use for direct marketing. You can also ask us to no longer use your data for personalized recommendations on the website. In addition, this right also applies to other data that we use on the basis of our legitimate interest. For example, you can choose that we forget and continue to forget the data about your surfing and search behavior. We process applications within 30 days at the latest.
Right to data portability
You have the right to receive data that you have given to us in the context of the agreement (s) you have concluded with us in a machine-readable format, so that you can store this data in a database of you or a other party. This concerns your name, address and residence details and order history.
Right to Restriction
You have the right to request the restriction of the processing of your data. This means that we may keep your data but not use it. This right arises in a number of cases. If you believe this is the case, you can contact us through customer service.
Right to be forgotten / request to delete account
You have the right to request us to delete any information we have about you. When you submit a request to delete your account, we will delete data that can be traced back to you, except for the data that we must or may keep based on the law.
We cannot grant this request if there are still outstanding orders or invoices and / or your private sales account, if applicable. We also cannot grant this request if we are allowed by law to keep your personal data despite a request for deletion. For example if your account has been fraudulent. After you have not logged in with us for 7 years, we will delete all your data.
Right to file a complaint
You have the right to file a complaint about the way in which we handle your data. If you have a complaint, we prefer to solve it with you ourselves. Finally, you have the right to submit your complaint to the Dutch Data Protection Authority.
If you have any questions about how LOQAL handles personal data, please do not hesitate to contact us . We are happy to help you.