Who is responsible for the processing of my personal data?
What are personal data?
Personal data are all data that is traceable to you as an individual. Just think of your name, telephone number, address or email address. But also data such as your IP address or customer number Aqua Exclusive his personal data. And other information unique to you, such as your order history or Aqua Exclusive surfing habits.
From whom we process personal data and how do we get this data?
We process the personal data from anyone who has had direct or indirect contact with Aqua Exclusive, such as (business) customers and contacts of partners.
We get the data directly from you, when you visit our website, create an account and fill in some data or when you are looking for contact with our customer service.
In some cases we receive your data by others. When someone sends you a gift, we get your name and address details. We can also get data from other parties, but only when you know that parties authorized by you to provide certain information to us.
What data do we process of yours, what do we use who and for how long are these kept?
Data to process your order
If you order something, we have certain information from you in order to be able to deliver your order and keep you informed about your order. Also for any returns or repairs are need this information.
To do this, we collect your name, e-mail address, delivery address (s), payment details and your phone number.
The data are needed to perform the agreement, that you with us (or with one of our sales partners) have closed. Under the law, we must preserve the data related to your order 7 years.
Data in your account
In your personal account we store the following information: your name, (delivery-and living-/location-) address (s), telephone number, email address, date of birth (if you have specified), payment information, gift certificates and gift cards.
We also store your order history in your account including chosen delivery options, including the digital articles and subscriptions that you have closed.
In addition, we store your account you correctly predict the interests on, namely your wish list, any associated bol.com apps and your email-and personalization preferences.
It is our customer promise to our customers ‘ lives easier and more fun. Therefore, we store the data in your account as long as you active customer with us. If you have logged in 7 years is no longer with us, we will remove all your data. In addition, you can make a request at any time to remove your data in your account.
Data about your contact with customer service
You can contact customer service 24/7. You can call, email or chat with us or send a message via social media, such as Facebook and Twitter. We use the data stored in your account in order to contact with you in response to your question or complaint to us.
We can help you the next time faster by your information. The notes about the customer contact with us and with our sales partners we as long as you keep active customer with us.
A phone call may be recorded for training and analysis. We have a legitimate interest to these interactions to use to improve our service. We keep the phone call during 1 month.
When you send us a private message via Twitter or Facebook, the messages are kept by us, up to 6 months or shorter if you know the message itself earlier.
Data for an optimal shopping experience
In our store are more than 15 million articles. We would like to help you between all of these articles to find what you are looking for.
First of all, we ensure that our Web site or app works well so that you get the most out of shopping. Before that we collect when you visit bol.com your IP address, information about your internet browser, any language settings, and information about settings for the operating system of the computer or mobile device that allows you to visit us.
We also ensure that bol.com are as relevant as possible by our shop to match your personal preferences. To be able to, we will collect your search, click and purchase behavior in bol.com. We use this information to map generic customer patterns, so that we can put in on an individual level. The idea is not so much the knowledge about individual customers. It is our customer promise to our customers ‘ lives easier and more fun. Therefore, we store this information for as long as your active customer with us. If you have logged in 7 years is no longer with us, we will remove all your data. If you want to know more and want to customize your preference we refer you to your account.
Improving the shopping experience based on general information and sales statistics
When you’re on Aqua Exclusive an article, you’ll see other articles we recommend (for example under the heading “see also” or “others”). These recommendations are based on the article or the category where you’re currently looking at. Based on statistics, we know that customers who were interested in that article, also were interested in the other articles. These recommendations are not personal: everyone that that article, the same recommendations. If you’re looking for a particular duvet cover, everyone sees the same similar covers or fitted sheets. If we let you on the basis of your search see what other users were looking for. This form of improving your shopping experience you can also see in a physical stores. So are articles of the same type, or which belong together usually together. And the seller also know what is popular and what other customers bought when they were with the same question in the shop.
Personalization based on your account information, and search, surfing and purchase history at bol.com
If we know who you are (you will see your name at the top of the home page), we can shop for you even more personal. Just like in your favorite physical store. The salesperson knows you and can based on your previous purchases and interests good recommendations.
Just like that store clerk also do we recommendations. We look at what you were looking for or bought with us before, what’s on your wish list and what interests you showed by to view certain items in our store. So the book that you’ve just bought, we give than not if magazine tip. We do this based on your surf, search and purchase behavior. We look not for more than two years back. This information do we collect based on cookie techniques, your IP address and the unique number that is associated with the mobile device that you surf.
What we don’t do is use this information to you at your visit to bol.com other prices than to other customers. It may happen that if you visit us again we have adjusted the price of some products now and that prices differ between Netherlands and Belgium.
We have a vested interest in applying this personalization, namely our shop your life easier and better. You will find what you are looking for faster and is not disturbed with articles and categories that are not relevant to you. If you do not appreciate personalized recommendations, you can turn it off in your account.
In different places, you can indicate your preferences with us. You can, for instance, want to be kept informed of somewhere or items on your wish list. Also, if there is a new release comes out of, for example, a game you can download on subscribe. These preferences at any time, you can turn off itself.
Information for marketing
Personalized emails and push notifications
We have regular offers, special promotions and news that we want to share with you. We’d like to share it by email or, if you use the bol.com app, via push notifications. If you have an account with us and have placed one or multiple orders, we will email you (and/or send you push notifications with) suggestions, information about our articles and services based on your purchases and review requests, unless you have indicated that you may not find it desirable. If you give us permission to do so, we may also email you other information or send you push notifications about it, such as the daily offer, general win actions or personal recommendations and information. These personal recommendations are based on your purchases and visit history from up to 2 years ago to make the content of such posts more interesting to you. If you prefer not to receive this kind of information, you can immediately opt out of these emails in your account.
We, our ad networks and media agencies can show your ads on bol.com and other websites. This is done based on your previous visits to our Web sites and the Web sites of third (n). You surf, search, and buy behavior are collected on the basis of cookie techniques, your IP address and the number that is associated with the device that you surf. We do this only if you have given consent for the placing of cookies. For cookies is a limited retention period and that period differs per cookie.
In your mailbox
In some cases, you may receive a letter or package from us with which we want to show our appreciation for you as a customer. We are reluctant to send mail: you only receive a letter or package in special cases. Based on your purchases and visiting history, we can decide whether you will receive a letter or package based on your purchases and visiting history or your customer contact with us or our sales partners. If you don’t want to receive a post from us, you can object to it.
Data from customer surveys
We are constantly improving our services and making it even better to match what customers want. That’s why we can use your data (customer ID and email address) to invite you to a non-binding customer or market research. We can also have these investigations carried out by third parties. This way you help our store get even better. Participation in a customer or market research is entirely voluntary. You decide for yourself whether you want to participate in the investigation. How long your data is stored in the results of customer or market research varies by research. We will delete all data that you trace as soon as the investigation is completed.
Data for reviews
We love reviews. And so our customers. Because reviews help to find what you’re looking for. When you write a review, choose either your personal information or your name to be visible to other visitors. You can also use an alias. You can also indicate whether we can contact you about your review. We only post reviews with your permission. Because reviews have long been valuable to customers, we keep a review until you ask us to delete the review or until the time the review is removed by us under the review terms.
Data for contests and promotions
If you enter an action or contest, we will ask you for information, such as your name, address and/or email address. We need these to be able to perform the promotion and announce the prize winner(s). We collect this data with your permission. If you agree, we may also use the information you share with us in an action or contest for other purposes. In the contest or promotion in question you can find out exactly what we use your data for and how long we keep this data.
Data to prevent fraud
There is no one waiting for security incidents and fraud, nor do we. Therefore, we use personal data (including IP addresses and search, surfing and buying behaviour) to investigate, prevent and counteract unauthorized access and fraud. For this we can also make use of the services of external service providers.
If you buy items that you don’t want to pay, we can right away your credit keys. We can use of external offices. This is also in our Terms and Conditions.
With whom is your information shared?
When you place an order with one of our sales partners via bol.com, that sales partner gets your name and delivery address. This data requires the sales partner to be able to execute the agreement you have entered into with him. If this is necessary for delivery, for example to make a delivery appointment, the respective sales partner will also receive your telephone number. If you request a VAT invoice from a business purchase account from a sales partner, the seller will receive your company name, location address, chamber of Commerce number and order number.
If you with our customer service contact following an order at one of our sales partners, we are able to send your question or complaint by the sales partner, for the handling thereof.
Distribution and logistics partners
In order to be able to settle your order, we work together with distribution partners. These parties receive your customer number, order number, name and delivery address to ensure they can process your parcel in the right way.
Also, we work together with various logistics partners. Our logistics partners get your name and delivery address from us. They need this information to deliver the package at the address of your choice.
Other external service providers
We also enable other external service providers in order to help with various things. Sometimes they have there also personal data for necessary. We share only the information necessary for the command that the external service provider for us. We sell your information to these service providers or other third parties. And with all external service providers we enter agreements in which we agree on what they are allowed to do with the data.
- the support in providing our digital services such as hosting, maintenance and support of our websites and applications;
- supporting our customer service;
- support our advertising and marketing campaigns;
- supporting when doing customer research and getting ratings and reviews;
- providing financial services, such as payment services, debt collection agencies and credit information agencies;
- support in facilitating telephone contact between you and business sales partners.
Sometimes we need to transfer personal data to the Government. This can occur if certain first of all government agencies require this information to carry out their tasks, such as the tax authorities. Also, can the police or justice need certain data in the case of fraud or abuse. Finally, certain supervisors get access to personal data in the course of an investigation.
If you have any questions about the way in which Aqua Exclusive uses your personal data, please feel free to contact us. We will be pleased to help you.