FREE Next Day Delivery, 7 Days a Week, on all Vacuum Cleaner orders.
1. INTRODUCTION
Dear user,
Candy Hoover Group S.r.l. (hereinafter, “Haier Europe”) believes that the protection of personal data is a fundamental value for its business activities, and we strive to provide you with all of the information that can help you protect your privacy and control the use made of your data in relation to the various services we offer you and the interactions you may have with us. On this page you will find information on how to manage your personal data.
We explain which personal data we collect and why, how we use them, if we share them with other companies, how you can exercise control over your data and the measures we enact to protect your privacy.
This policy applies to the personal data we collect when you make use of our services, such as when you browse on our websites, acquire our products from Haier Europe, use our Apps (such as hOn, Candy simply-Fi or Hoover Wizard), request assistance from our technician or interact with us (through the website or over the phone), respond to a survey or receive our promotional messages and participate in market research (as explained below) (henceforth referred to jointly as the “Services”).
This policy provides information about the processing and management of your personal data.
2. [ABOUT US]
Haier Europe will process your personal data in compliance with Regulation (EU) 2016/679 (hereinafter, "GDPR" or the Regulation”) and regulations in force on the protection of personal data. Below you will find our contacts.
Data Controller and Data Protection Officer
The Data Controller, i.e. the party that takes decisions regarding the methods and purposes of processing, is Candy Hoover Group S.r.l. with registered office in Via Comolli, 16 - 20861 Brugherio (MB).
The Data Protection Officer (“DPO”) is responsible for monitoring compliance with the GDPR in relation to the processing of personal data performed by Haier Europe.
You can contact the DPO at the following e-mail address data.protection@candy-group.com or by post writing to:
Candy Hoover Group S.r.l.
Via Privata Eden Fumagalli
20861 Brugherio (MB), Italy
c.a. Responsabile della Protezione dei Dati.
3. [THE DATA WE PROCESS]
When you use our Services, Haier Europe processes some of your personal data. Below you will find all the information.
Type and source of personal data
When you use our Services, we may process the following personal data (i.e., data relating to identified or identifiable persons):
a) personal data, contact details and data relating to your user profile – such as name, surname, address, telephone number, e-mail address, your preferences and your account login information. These data are provided by you by filling in the online forms or during a telephone call, for example to request support, or by registering for the App (including your profile photo if you decide to insert it);
b) data relating to the products purchased - such as purchase date, code and product line, product price, warranty information, etc. and the type of assistance you have requested (including information contained in the space where you may provide request details). Furthermore, when you purchase a product on our e-shop website, purchasing data may also be collected;
c) data we collect while you browse on the website - (“navigation data”), such as your IP address, URI notation addresses, the time of your request, the method used in submitting the request to the server, the size of the file obtained in response, the numerical code indicating the status of the response provided by the server (successful, error, etc.) and other parameters relating to the operating system and the IT environment of the user. The transmission of this information derives from the use of internet communication protocols through which the activities referred to above are performed. This information is not collected to be associated with identified persons, but by its nature could, through association and processing with data held by third parties, allow users to be identified. This information is collected through the cookies we use on our website. We therefore invite you to read our cookie policy;
d) data acquired through the use of the App or the connection and use of the connected appliance - in the case of appliances with connectivity technology (such as WiFi), Haier Europe may collect geolocation data through the App to enable you to take advantage of the services and features offered by their use. When you connect your device to the App and you are connected to Wi-Fi, or other communication technology (such as NFC and/or Bluetooth), Haier Europe receives data on the operation and status of the connected appliance (e.g. on/off, errors). These data are sent to the Haier Europe server periodically. Furthermore, Haier Europe may collect data regarding your use of the connected appliance (for example, frequency of washings, use of the appliance, programme used, etc.) and the App services. If you use certain functions of the appliances offered by Haier Europe in the market which allow for the collection and transmission of voice commands, or the recognition of the type of laundry, food or other functions you may use, Haier Europe will need to obtain some essential information in order for the command to be processed (including the conversion of the audio or video file into electronic commands sent to the product). Haier Europe adopts reasonable measures to reduce the processing of information that may be linked to you either directly or indirectly. If the appliance allows the collection of audio and video files to be converted into instructions for the machine, it is never possible for Haier Europe and for its partners to access such data live. Such data, once converted into commands, are immediately erased. Should a Haier Europe product find problems in recognising the instructions given, the same files may be kept for no more than 3 months for maintenance and troubleshooting purposes, after which they will be immediately erased.
The data are provided by you, as the case may be, directly when you purchase the product, register your product, visit our website, activate your account, request a Service or activate interactive functions (audio or video) on the products, when you participate in our campaigns, create a review about a product or download or use an application; Haier Europe may also use data obtained from social media, such as Facebook, if you decide to use social media to facilitate access to our Apps (“social log in”). Finally, if the functionality of the Haier Europe appliance requires it, personal data (commands or suggestions converted into instructions for the machine) may be received, sent via digital assistants connected to it (so-called smart assistants). In the event that you decide to use social media to access the Apps or connect digital assistants to Haier Europe products and use their services, we invite you to carefully consult, before using them, the privacy policies and terms of service of each of those services/products.
4. [WHY WE PROCESS YOUR DATA]
Your data may be processed for the following purposes.
a) to respond to your request for assistance about the functioning, use and maintenance of an appliance or to respond to your questions about our products and services. If we ask you to fill out a form to send us your request, please remember that the data entered in the fields marked by an asterisk are required as we would not be able to take charge of your request or process it without this information;
b) to allow you to use the App, register the connected appliance and make use of the services and functions offered by its use, for assistance and maintenance purposes, to manage your profile, and thus provide the services you have requested;
c) to allow you to purchase an appliance from us;
d) to allow you to register your appliance, also to take advantage of any additional warranties (ours or those of third parties), receive updates on your appliance and service notices, to enable you to access information regarding registered products and obtain assistance in a more streamlined manner. If to that end we ask you to fill out a form, please remember that the personal data entered in the fields marked by an asterisk are required as we would not be able to provide you the service without this information;
(the purposes outlined in letters a) to d) shall be jointly defined as “Contractual Purposes”);
e) to meet the obligations deriving from current laws, regulations or EU legislation (e.g. tax and accounting obligations);
(the purpose outlined in letter e) shall be defined as “Statutory Purpose”);
f) to enforce and defend the rights of Haier Europe, also as part of debt collection procedures and the assignment of receivables to authorised companies, including through third parties, and to prevent and combat any fraud;
g) in the case of any corporate transactions, to perform activities functional to such transactions (including disposals, leases, transfers, mergers or corporate demergers);
h) to transmit your data within the business group for administrative and accounting purposes;
i) for research and development activities aimed at analysing and improving the Services and/or products offered, also proceeding with the anonymisation and/or aggregation of your personal data;
j) to carry out customer satisfaction activities by using questionnaires to detect the level of customers’ satisfaction with the products, services and assistance received from Haier Europe;
(the purposes outlined in letters f) to j) shall be jointly defined as “Legitimate Business Interest Purposes”)
k) to provide you, pursuant to Article 130(4) of Legislative Decree no. 196/2003 as amended (the “Privacy Code”), with marketing communications via email about Haier Europe services and/or products analogous to those that you bought (such as household appliances, spare parts and accessories), without prejudice to the fact that you will have the possibility to object to the sending of such communications at any time;
l) with your consent, to send you commercial and promotional communications (including Newsletters), to invite you to participate in market research and surveys, to invite you to initiatives and events organised by Haier Europe, including by automated means such as email, SMS, instant messaging, push notifications as well as through phone calls made by an operator;
m) with your consent, to provide your data to and receive commercial and promotional communications from our partners operating in the sectors of assistance and offer of insurance products (e.g., warranty extensions payable in instalments, insurance policies), financial services, social media, large-scale retail trade, consumer goods, food and energy, telecommunications, smart home devices, transport, automotive, real estate, information, entertainment, logistics and installation / maintenance services for their direct marketing activities, via email or telephone. The list of such third parties is available by contacting Haier Europe using the methods specified in this policy;
n) to analyse, with your prior consent to be provided according to the methods pursuant to the cookie policy, your online activities on the Website, also using the data collected from other websites of Haier Europe or of third parties, by means of user tracking tools as described in our cookie policy and to improve your browsing experience;
(the purposes outlined in letters k) to n) shall be jointly defined as “Marketing Purposes”);
o) if it is possible to send you communications for Marketing Purposes pursuant to this policy and since we want to be sure that we are only sending you communications of interest to you, to perform non-invasive customer segmentation based, inter alia, on the products you have registered with us and your use of our Services;
(the purpose outlined in letter o) shall be defined as “Legitimate Marketing Interest Purpose”).
5. [THE BASIS ON WHICH WE PROCESS YOUR DATA]
The processing of your personal data is required, with respect to the Contractual Purposes, to perform the contract, with regard to the provision of the products and services requested in relation to the cases set forth in Section 4, letters a) to d).
With regard to Statutory Purposes, the processing of your personal data is essential to meet the provisions of applicable regulations, as set forth in Section 4, letter e).
If you do not provide the personal data required for the Contractual and Statutory Purposes, it will not be possible to make use of the services (including assistance and other functions described above).
The processing of your personal data for the Legitimate Business Interest Purposes and the Legitimate Marketing Interest Purposes is carried out pursuant to article 6, letter f) of the European General Data Protection Regulation 2016/679 to pursue the interest of Haier Europe, which is equally balanced with your interest, as the personal data processing activity is limited to what is strictly necessary for the execution of the economic transactions described. Specifically, your data will be processed for the purposes set out in Section 4, letters f), g) and h) to pursue the legitimate interest of Haier Europe in protecting its rights, carrying out corporate transactions and meeting all accounting and tax obligations in accordance with the applicable laws as well as managing its administrative activities organically within its business group, respectively. With respect to Section 4, letters i) and j), your data may be processed for the legitimate interest of Haier Europe in improving its products and services in the interest of its customers.
As regards the Legitimate Marketing Interest Purpose set out in Section 4, letter o), your data will be processed for the legitimate interest of Haier Europe in providing its customers with promotional material that is suited to their characteristics as much as possible.
Processing for Legitimate Business Interest Purposes and Legitimate Marketing Interest Purposes is not required and you may object to that processing with the methods set forth in this policy as well as ask for more information on the balancing tests performed by Haier Europe. However, if you object to that processing, your data may not be used for the Legitimate Business Interest Purposes and Legitimate Marketing Interest Purposes, unless Haier Europe can demonstrate the presence of prevailing compelling legitimate grounds or for the exercise or defence of legal claims.
Lastly, the processing for Marketing Purposes is based:
· as regards section 4, letter k), on article 130 of the Privacy Code, which enables Haier Europe to send marketing communications regarding services and/or products analogous to those you have bought via email, provided you do not object to such communications;
· as regards section 4, letters l) and m), on your consent;
· as regards section 4, letter n), on your consent, obtained with the methods set forth in the cookie policy.
Data processing for Marketing Purposes is not required. However, if you deny your consent or withdraw it, you will not receive the commercial communications referred to in Section 4 letters k) to n). You may withdraw consent, if any, at any time, with the methods set forth in this disclosure.
6. [HOW WE PROCESS YOUR DATA]
We will process your data primarily through secure recording, retrieval, analysis and archiving tools with systems that offer security guarantees in line with industry standards.
In particular, we will process your data using primarily IT systems and analysis tools through authorised personnel appropriately trained by Haier Europe. We take measures to ensure application of the principles of fairness, lawfulness and transparency required by applicable personal data protection legislation (including the GDPR), protecting your privacy through technical and organisational security measures that ensure an adequate level of security to prevent loss, misuse and improper use of and unauthorized access to your data. For more information on the security measures adopted by Haier Europe, please write to the controller, using the contact details indicated in this policy.
7. [HOW LONG WE STORE YOUR DATA – TEMPORAL VALIDITY OF CONSENT]
Your data will be stored for the period of time strictly required to achieve the purposes for which they were collected. In any event, the following storage terms will apply:
i. for the Contractual and Legitimate Business Interest Purposes, the data will be stored for a period equal to the duration of the provision of the services you have requested and for the 10 years after that, without prejudice to cases in which storage for a subsequent period is required for any legal actions and, in the case of disputes, requests from the competent authorities or pursuant to applicable regulations. Audio and video files converted into commands for appliances and kept for maintenance and troubleshooting purposes will be stored for no more than 3 months;
ii. for the Marketing Purposes pursuant to Section 4, letters k) and l) and for the Legitimate Marketing Interest Purpose pursuant to Section 4, letter o), the data are stored for a period equal to the duration of the provision of the service requested and a period of 5 years subsequent to the last contact with you, to be understood, inter alia, as the use of a product or Service provided by Haier Europe or the opening of a promotional email (jointly defined as the “Last Contact”), after which your consent will no longer be deemed temporally valid;
iii. for the Marketing Purpose pursuant to letter m), the data are stored for a period equal to the duration of the provision of the service requested and for 24 months following the Last Contact, after which your consent will no longer be deemed temporally valid;
iv. for the Marketing Purpose pursuant to letter n), the data are processed for a period equal to that indicated in our Cookie policy.
8. [WHO WE SHARE YOUR DATA WITH]
Communication and dissemination of data
For the Contractual Purposes, your data may be communicated to authorised Haier Europe personnel who have been appropriately informed and trained, or to personnel of third parties operating on behalf of and on instructions from Haier Europe as data processors, including companies providing pre-/post-sales support for household appliances, or as independent controllers. Third parties service providers fall into the following categories: (i) providers of support and consulting services for the Company, also provided through call centres, with reference to the activities (including but not limited to) of the technological, accounting, administrative, legal and insurance sectors, (ii) IT service providers (Hosting providers, Cloud providers, CRM, E-Shops, etc.), Digital, Marketing or Strategic Consulting service providers, and IT maintenance service providers; (iii) providers that help us with household appliance support and repair services; (iv) Haier Europe group companies; (v) providers of logistic services; (vi) entities and authorities whose right of access to the data is expressly recognised by law, regulations or provisions issued by the competent authorities.
For Legitimate Business Interest Purposes, data may be communicated to the following categories of recipients: (i) third-party providers of support and consulting services for Haier Europe, with reference to the activities (including but not limited to) of the technological, accounting, administrative, legal and insurance sectors; (ii) Haier Europe group companies; (iii) potential buyers of Haier Europe and other entities resulting from the merger or any other transformation concerning Haier Europe; (iv) competent authorities.
In addition, for Marketing Purposes and the Legitimate Marketing Interest Purpose, your data may be communicated to the following categories of recipients: (i) third parties in charge of personal data processing, providers of support and consulting services for Haier Europe, also through media and marketing agencies, call centres or other data processors, (ii) Haier Europe group companies.
For further information on the processors that process your data on behalf of Haier Europe, you can write to Haier Europe's registered office to the attention of the DPO or to the following e-mail address data.protection@candy-group.com.
Where social media are used to access the Apps or digital assistants and platforms in connection with Haier Group products, your personal data may be shared with the providers of such services. In such cases, they will act as independent data controllers, in accordance with the provisions of their privacy policies and terms of service, which you are invited to read.
9. [INTERNATIONAL TRANSFERS OF PERSONAL DATA]
For specific needs related to the location of the Haier Europe servers and/or those of its suppliers, Haier Europe also uses suppliers - who operate as data processors - located in third countries outside the European Union (United States of America, Canada, Serbia and the United Kingdom). Your data may also be communicated between the companies of the Haier Europe group with offices in third countries outside the European Union (United Kingdom). If data are transferred to countries where an adequacy decision is foreseen (United States of America - EU-U.S. DPF, Canada and the United Kingdom) Haier Europe will transfer the data in accordance with Article 45 GDPR. Should Haier Europe transfer personal data to organisations in Serbia or the United States of America not adhering to the EU-U.S. DPF, it undertakes to ensure appropriate levels of protection and safeguard by stipulating standard contractual clauses. A copy of the contractual clauses stipulated by Haier Europe can be requested by writing to the address of the Controller indicated in the [ABOUT US] section of this policy.
10. [WHAT RIGHTS THE LAW GIVES YOU AND HOW YOU CAN EXERCISE THEM]
The law gives you the right to control how your data are processed, and to restrict, if necessary, their use. You can exercise these rights at any time and free of charge by contacting our company and writing to the contact details indicated at the beginning of this policy. Haier Europe will do all that is necessary to facilitate the exercise of your rights.
Below you will find all the information.
Rights of data subjects
According to Articles 15 et seq. of the Regulation, you have the right to:
- receive confirmation of the existence of your personal data, access their content and obtain a copy of them (right of access);
- update, modify and/or correct your personal data (right to rectification);
- request the erasure or restriction of processing of personal data in the cases provided for in the Regulation, including when the data have been processed unlawfully or when their retention is not necessary for the purposes for which the data were collected or otherwise processed (right to erasure and right to restriction);
- withdraw consent to data processing, if provided, at any time and without affecting the lawfulness of processing based on consent before its withdrawal. Such withdrawal may be exercised by changing your settings on your personal Haier Europe page or by writing to the Controller’s addresses indicated in the Section [ABOUT US] of this policy (right to withdraw consent);
- within the limits of the provisions of the Regulation, receive a copy of the data provided by you in a structured, commonly used and machine-readable format and request that such data be transmitted to another Data Controller, where technically feasible (right to data portability);
- object to processing in the cases provided for in the Regulation (right to object). Specifically, you may object at any time, at no cost, in whole or in part:
- on legitimate grounds, to the processing of your personal data, even if pertinent to the purpose of collection;
- to the processing of your personal data for the performance of a task carried out in the public interest or in the exercise of official authority vested in Haier Europe or in the pursuit of a legitimate interest of Haier Europe, including profiling;
- to the processing of your personal data where it is carried out for the purpose of sending advertising or direct sales materials or for conducting market or commercial communication surveys (direct marketing), including profiling to the extent in which it is connected.
In accordance with Article 2-terdecies of the Privacy Code, in the event of death, the aforementioned rights relating to your personal data may be exercised by those who have a legitimate interest or act as your representative or for family reasons worthy of protection. You may expressly prohibit the exercise of some of the rights listed above by your successors in title by sending a written declaration to the Company at the email address below. The declaration may be subsequently withdrawn or amended in the same way.
We hereby inform you that requests for the erasure of data are subject to legal and regulatory obligations regarding document storage.
To exercise your rights you can send an e-mail at any time to data.protection@candy-group.com or write to:
Candy Hoover Group S.r.l.
Via Privata Eden Fumagalli
20861 Brugherio (MB), Italy
c.a. Responsabile della Protezione dei Dati (DPO).
When contacting us, you should make sure to include your name, email address, postal address and/or telephone number(s) to ensure we are able to correctly manage your request.
If you consider that your data have not been processed in accordance with the law or there are objections to their use, you can lodge a complaint with the supervisory authority of the Member State of your residence, place of work or place of the alleged infringement. The Italian supervisory authorities can be reached at the addresses shown on their website.
Further information – Link - Minors
The website includes links to third-party websites; we therefore invite you to read their privacy policy to find out how and for what purposes your data are processed through these websites.
For the single services offered by Haier Europe, instead, we invite you to consult the corresponding privacy policies for all information about the processing of your data.
The Haier Europe websites and Apps and products are not intended for minors. If you are a minor, you cannot register as a user on the Website or App, or otherwise provide us with your personal data. Should we realise that we have inadvertently obtained personal data from a minor, we will immediately erase them.
Policy updates
This privacy policy may be updated over time and, therefore, Haier Europe will indicate the date of the last update at the bottom of this policy.
Last update: January 2024