Privacy Policy
We respect your privacy and are committed to protecting your personal data. This privacy notice will let you know how we handle the personal data collected through this website (www.cleva-uk.com), via contact with our customer support team; when you have purchased goods from us, or you have otherwise shared information with us as a customer, as well as how the law protects your privacy.
We will use your information as set out in this Privacy Policy. If we need to use your personal information for any other purpose, we will take steps to tell you and we will update this Privacy Policy.
2. WHO WE ARE
This privacy notice is issued on behalf of Cleva Europe Ltd (“we”, “us” or “our”). Cleva Europe Ltd is the controller and is responsible for your personal data. We are registered in England and Wales, Company Registration Number 10960450, with our registered and trading address being:
Unit 20 The Chiller
Baker's Yard, Christon Road
Gosforth
Newcastle upon Tyne
NE3 1XD
3. WHAT PERSONAL DATA DO WE COLLECT?
We only collect personal information that we genuinely need to perform our contract with you and in all cases in accordance with applicable data protection legislation.The type of personal information that we will collect will be provided directly from you, as follows:
- If you have registered to receive our marketing emails; your name and email address.
- If you have purchased anything from us:
- If you visit our website via an affiliate link, we will keep records of the affiliate link you used.
- Details of your interactions with us through our customer services, for example details of any complaints or comments you make.
- Your social media username, if you interact with us through those channels. We also monitor publicly available content, as it helps us to understand what people are saying about our products and services, so that we may develop them. It also offers an additional way for us to communicate with our customers and to provide customer service.
- We may, where we have a lawful basis for doing so, also collect personal data about you from third parties who provide us with additional publicly available information about you.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
4. WHEN DO WE COLLECT YOUR PERSONAL DATA?
Data is only collected following direct interactions between us and you, and is collected when:
- you make an online purchase, or a purchase from us using our helpline.
- you register to receive marketing emails.
- you engage with us on social media.
- you contact our customer service team.
- you enter prize draws or competitions.
- you choose to complete any surveys that we send you.
- you’ve given a third-party permission to share with us the information they hold about you.
- you access our website, which uses cookies. To find out more about the use of cookies and how you can manage them, please read our cookie policy.
Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are attempting to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us, but we will notify you if this is the case at the time.
5. HOW WE USE YOUR PERSONAL DATA
5.1 TO MAKE OUR PRODUCTS AVAILABLE TO YOU
We use your personal data to:
- process any orders that you make by using our websites or using our helpline. This is to enable us to perform our contract with you as follows:
- respond to your queries, refund requests and complaints. Handling the information you send enables us to respond. We may also keep a record of these contact details to inform any future communication with us and to demonstrate how we communicated with you throughout.
- measure how satisfied our customers are.
- Manage and maintain information for your guarantee/product registration: We maintain a record of sales to ensure that we can verify purchases to meet our product guarantee commitment to customers. Where an extended guarantee is offered and you register your appliance, we will use your information to maintain an accurate record of any guarantee that may be applicable.
We rely on our contractual arrangements with you as the lawful basis on which we collect and process your personal data when you make an order for products. We rely on our legitimate interests as a business when providing customer services and measuring customer satisfaction.
5.2 FOR MARKETING PURPOSES
With your consent, we will use your personal data, preferences and details of your transactions to:
- keep you informed by email about relevant products and services including tailored special offers, discounts, promotions, events, competitions and so on. Of course, you are free to opt out of hearing from us at any time. A link to unsubscribe is included in all marketing communications that we send to you.
- administer any of our prize draws or competitions which you enter: We periodically run competitions and giveaways on our social media channels. Your information will be used to administer these competitions/giveaways, including notification of whether you are a winner, and delivery of your prize as set out in 5.1 above.
5.3 FOR ADMINISTRATIVE AND INTERNAL BUSINESS PURPOSES
We may use your personal data for our internal business purposes, such as enhancing our site, improving our services and products and identifying usage trends. We may also use your data to monitor the use of our website and ensure that our website is presented in the most effective and relevant manner for you and your device and setting default options for you.
It is in our legitimate interests as a business to use your personal data in this way. For example, we want to ensure our website is customer friendly and works properly and that our products are efficient and of high quality.
5.4 FOR SECURITY AND LEGAL REASONS
We use your personal data to protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account.
In some cases, we will use your personal data because it's necessary for us to comply with a legal obligation (such as if we receive a legitimate request from a law enforcement agency).
In other cases (such as the prevention of fraud) we will rely on our legitimate interests as a business to use your personal data in this way.
6. WHO DO WE SHARE YOUR PERSONAL DATA WITH?
We will never sell any of your personal data to a third party. However, for us to provide our services to you, we share your personal data with our trusted third-party service providers. Whenever we share your personal data, we put safeguards in place which require these organisations to keep your data safe and to ensure that they do not use your personal data for their own marketing purposes.
EXAMPLES OF THE SORT OF THIRD PARTIES WE WORK WITH ARE:
- Delivery and logistics companies, to ensure that goods are delivered to you in performance of our contract.
- IT companies and software providers who support our business systems and databases.
- Marketing companies who help manage our communications with you.
- Internet companies to show you products which we think might interest you whilst you are browsing the internet. You can read our cookie policy for more details.
- Klarna. To offer you Klarna’s payment options, we will pass to Klarna certain aspects of your personal information, such as contact and order details, for Klarna to assess whether you qualify for their payment options and to tailor the payment options for you. Further details regarding Klarna can be found here, which includes details of their terms and conditions and privacy policy.
It is in our legitimate interest as a business to work with these service providers since we may not have the capabilities to provide these services ourselves. In each case, we will ensure that the service provider is only allowed to use your personal data to provide the services to us and for no other purpose.
In all cases we only provide the minimum personal information that each party requires to carry out their duties and only disclose personal information to organisations who we have a contractual relationship with or have an overriding legal requirement to hold the information
We partner with Awin to help us with our Affiliate Marketing online and to ensure that we make the right payments to the right affiliates. Information on how this network operates can be found in their privacy notice at www.awin.com/gb/privacy
OTHER PROFESSIONAL SERVICES
We may need to disclose your personal data to our insurers where we believe that it is required under our contractual relationship with our insurance provider.
TRANSFER OF YOUR PERSONAL DATA OUTSIDE THE EEA
We are a UK-based company and so your personal information will be handled by us the UK, in line with applicable UK data protection legislation. Occasionally we may need to transfer your personal data outside of the UK and European Economic Area (EEA) in the following circumstances:
Where you have requested a service, which is fulfilled by a third-party which sits outside of the EEA; or
Where we work with a supplier which processes some of its data outside of the EEA.
These countries may not have the same data protection laws as the UK and in such cases we will always make sure that any transfer of your personal data is subject to appropriate safeguards (including putting in place contractual protections and other organisational or technical measures designed to safeguard information) to ensure it is handled in accordance with the rules which apply in the UK and under the guiding principles set out in this privacy policy.
7. HOW LONG DO WE KEEP YOUR DATA?
In broad terms, we will only retain your personal data for as long as is necessary for the purposes described in this Privacy Policy. This means that the retention periods will vary according to the type of the data and the reason that we have the data in the first place.
We have procedures in place regarding our retention periods which we keep under review taking into account our reasons for processing your personal data and the legal basis for doing so.
8. YOUR RIGHTS
You have a number of rights relating to your personal information and what happens to it. You are entitled to:
- the right to be informed about our collection and use of personal data: You have the right to be informed about the collection and use of your personal data. This is set out in this Privacy Policy.
- access personal data we hold about you: this is often known as a ‘Subject Access Request’. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide this free of charge within one month from the point that we are able to confirm your identity. In some cases, we may hold information on behalf of your employer, in which case you will need to make the request to your employer directly.
- require us to correct any mistakes in your personal data: if any of your data is incorrect or out of date you can ask us to correct this.
- data portability: in certain circumstances you have the right to request a copy of your personal information from us or to have that information passed to an organisation of your choice in a format that can be easily re-used.
- require us to delete personal data concerning you in certain situations where there is no good reason for us to continue to process it: this is sometimes referred to as the ‘right to be forgotten’. The right is not absolute and only applies in certain circumstances. If you request this right and there is a legitimate reason why we are unable to do so, we will inform you of this fact.
- object to our continued processing of your personal data: you have the right to object to our processing some or all of the personal data that we hold about you. This is an absolute right when we use your data for direct marketing but may not apply in other circumstances where we have a compelling reason to do so (for example a legal obligation)
- restrict or temporarily stop our processing of your personal data: you can ask us to restrict the processing of your personal data (for example, because you have issues with the accuracy of the data we hold or the way we have processed your data), however this right is not absolute and only applies in certain circumstances.
To exercise any of the above rights or to make a complaint, please contact us using the contact form on our site, marking this for the attention of the Data Protection Officer.
If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office. You can contact them by calling 0303 123 1113 or online at www.ico.org.uk
9. HOW WE PROTECT YOUR PERSONAL DATA
So that we can protect your data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information that we collect and control.
At a high level we have put the below measure in place:
- Adhering to General Data Protection Regulation (GDPR) guidelines when collecting, processing and storing information.
- Limiting access to our buildings to those that we have determined are entitled to be there
- Implementing access controls and encryption protocols and software to our information technology
- All our employees and agents who have access to or are involved in the processing of personal information are contractually obliged to protect the confidentiality of personal information
Our website and communications with you may include links to external websites operated by third parties. This Policy does not apply to those other websites and apps‚ who may collect personal information from visitors, so we encourage you to read the privacy policy of every website you visit. We cannot guarantee the content or privacy practices of any external websites and we do not accept responsibility for those websites.
We use social plugins (buttons) of social networks such as Facebook, YouTube and Instagram. After activation of a button, the social network can retrieve information, independently of whether you interact with the button or not. If you are logged on to a social network, the network can assign your visit to the website to your user account.
If you are a member of a social network and do not want that network to combine information retrieved from your visit to our websites with information they hold on you, you must log out from the social network concerned before activating the buttons.
10. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time. If we make material changes affecting data that we hold about you, we will take steps to let you know but please regularly check this policy to ensure you are aware of the most updated version.
This Privacy Policy was last updated on 15th October 2024.
