Privacy Notice

Firematch Global BVBA, with registered office at Lange Lozanastraat 142, 2018 Antwerpen, Belgium and its affiliated companies (“we” or “us”) is committed to protecting your privacy. This Privacy Policy describes how we, in our capacity as data controllers, use, share, protect and otherwise process the Personal Data (as defined below) we may collect relating to you during your use of:

his Privacy Policy has been drafted in light of the General Data Protection Regulation ("GDPR"). We are committed to following the GDPR in all data processing operations in the European Economic Area,European Union and where it otherwise applies.


Our Sites are not intended for children and we do not knowingly collect data relating to children.


We may provide supplemental privacy notices on specific occasions when we are collecting or processing Personal Data about you. Those supplemental notices should be read together with this Privacy Policy.



Personal Data” refers to any information that may be used alone or in combination with other information to identify you. We may collect Personal Data relating to you as follows:


If you use the Sites e.g., in order to create an account, request information or enter a competition, a promotion or a survey, or purchase a product or a service from us, you may provide your name, surname, address, telephone number, e-mail address, and username, title, country, city, postcode, model and serial number of the purchased product, retailer, date purchased, payment information via Adelante System and Verifone (which will include your card details), information about your product that requires servicing (e.g. product price and code, defects found and repairs) and your marketing preferences.

In order to receive promotional communications or newsletters from us, or for us to create statistics, and track and monitor sales and consumer behaviour, or for us to make calls or send SMS messages to assess customer satisfaction, we may process your name, surname, username, telephone number, e-mail address, marketing information (habits / preferences / behaviour), and gender.

When you submit your details for after-sales services, including calling our call centers or evaluating products and services on the Sites, request service intervention or product replacements, you may provide us your name and surname, phone number, address, e-mail, marketing information (habits / preferences / behavior, and other data resulting from customer evaluation), information about your product that requires servicing (e.g. product code, defects found, repairs, retailer and cost of extended warranties) as well as any other personal data provided during calls to our call centers (e.g., information about your personal circumstances relevant to the provision of services). For product replacement purposes, we may also process your payment information. Calls to our call centers may be recorded for quality control purposes.

If you submit a comment on one of our social media platform pages (e.g., an inquiry about our products using our Facebook wall), we may collect that comment including any Personal Data contained in that comment (e.g. your name and some of the data mentioned in the above previous paragraph).

We may also receive Personal Data about you from various third parties, such as third-party retailers if you purchase our products via such third parties or from analytics providers, such as Google and advertising networks. See our Cookie Policy for further information.

Our Sites may also collect information about your browser or mobile device automatically. We may use cookies, web beacons, and similar technologies to help us understand your activity on the Sites. Data we collect automatically includes the type of web browser or mobile device, your operating system, your IP address, the URL of the landing page and the referring website, the time and date of using the Sites, and the search terms used by you to reach the Sites. For more information about the cookies and similar technologies we deploy on the Sites, please see our Cookie Policy

We also collect, use and share aggregated data such as statistical or demographic data for various purposes. “Aggregated data” refers to information that could be derived from your Personal Data but that will not directly or indirectly reveal your identity, e.g., aggregated data relating to all of our website visitors.



To the extent permitted by law, we use your Personal Data for the following purposes and based on the following legal grounds:


Contractual necessity


We may process your Personal Data where it is necessary to enter into a contract with you for the provision of our products or services or to perform our obligations under that contract. For example we may need to process your Personal Data to:


provide you with the products and services that you have requested on the Sites, over the phone, via third-party retailers, including processing orders, taking payments, providing catalogues, booking of returns and credits, repairing products, sending spare parts and accessories and providing you with a warranty for a product you have purchased;

manage and maintain our relationship with you, including responding to an inquiry, question or comment made by you and providing you with other customer support (such as via our call centers); and

allow you to participate in a competition, promotion or an event promoted by us and/or our business partners.

If you do not provide us with certain Personal Data for processing as described above, we may not be able to provide the service or product requested.


Legal obligation


We may be required by law to collect and process certain Personal Data about you. For example we may need to process your Personal Data to:


provide you with a warranty for the product you have purchased;

provide you with a repair, refund or replacement of the product you have purchased, for its lack of conformity or in case of latent/hidden defects; and

contact you for purposes of product recalls.

If you do not provide us with certain Personal Data for processing as described above, we may not be able to provide the service or product requested.


Our legitimate interests


We may process your Personal Data where it is necessary for our legitimate interests as a company, including to manage, promote and improve our business and manage our risk. For example, we may process your Personal Data to:


carry out analytics and market research to enable us to improve the Sites and our products and services and those of the Firematch Global BVBA, e.g. by contacting you to receive feedback on the quality of our repair service or to complete any other customer satisfaction surveys;

communicate to you important notices such as information about changes to the Sites and service updates;

inform you of our new products, services and special offers that we think you will find valuable by sending promotional messages, including newsletters via email, SMS, phone, and/or other similar electronic communications means, unless your consent is required for such communications (see below). If you would prefer not to receive these communications, simply follow the unsubscribe instructions on the promotional communications that you receive or contact us as described below;

create a profile about you to help us personalize our products and services and our marketing communications to you; and

prevent and detect unlawful behavior and protect or enforce our legal rights, for example defending the company in case of legal disputes.

Your consent


We may also seek, either directly or through our trusted third parties, your separate consent to process your Personal Data for example, when you choose to receive direct marketing messages from us and in order to share your Personal Data with our affiliates or business partners who may contact you from time to time to keep you up to date with latest news and offers by phone, text or email.


If we have sought your consent to process your Personal Data, you may subsequently withdraw it at any time by contacting us at the address listed below in the “How to Contact Us” section without affecting the lawfulness of processing based on consent before its withdrawal.


If you provide us with Personal Data of third parties (such as such as the situation when you make a complaint regarding the product of a family member), you must ensure that you notify the relevant third party before sharing their Personal Data with us by showing them this Privacy Policy, explaining that their Personal Data will be processed in accordance with this Privacy Policy and obtaining their consent, where appropriate.



In principle, we do not share with or disclose your Personal Data to third parties. However, we may disclose your Personal Data to third parties in the following cases:


Other Firematch Global BVBA companies. We may share your Personal Data with other companies belonging to the Firematch Global BVBA, who may use your Personal Data for purposes and in a manner consistent with the information set out in this Privacy Policy. In particular, Firematch Global BVBA will process some of your Personal Data for analyzing and reporting purposes at a global level based on its legitimate interests in developing the Firematch Global BVBA’s business and complying with local rules and regulations. Firematch Global BVBA may disclose your Personal Data to third parties (such as service providers, agents and public authorities and institutions) where it is necessary for Firematch Global BVBA to lawfully carry out its business activities in accordance with the purposes set out above and as required and permitted by applicable law.

Service providers. We may disclose your Personal Data to companies that provide services to us and our group companies, such as companies that operate the Sites on our behalf or vendors that deliver orders to you, companies that provide marketing, courier, payment / banking services, telemarketing, direct marketing, call center or other services. The service providers are required to keep your Personal Data confidential and are not permitted to use your Personal Data for any other purpose than to carry out the services they are performing for us.

Third parties where required by law. We may disclose your Personal Data to a third party if it is necessary to comply with a legal obligation or the decision of a judicial authority, a public authority or a government body or if disclosure is necessary for national security, law enforcement or other issues of important public interest.

Business partners. We may disclose your Personal Data to our business partners if it is necessary for providing products and services to you, such as after-sales services or repair services to the products and services that you have purchased from us.

Third parties in connection with a business sale. If we make a sale or transfer of assets or are otherwise involved in a merger or business / asset transfer, we may transfer your Personal Data to one or more third parties as part of that transaction.

Other third parties with your consent. We may also share your Personal Data with other third parties when you consent to such sharing.


When we share your Personal Data with our affiliated companies or other companies with whom we contract (as described in the section above on Sharing of Your Personal Data with Third Parties), such companies may be located outside the United Kingdom (the “UK”),European Union (the “EU”) and the European Economic Area (“EEA”) in countries with different laws for protection of Personal Data than the laws in your country of residence. In particular, we will transfer your personal data to our group companies located in Belgium, including Firematch Global BVBA.


Before transferring your Personal Data outside the UK, EU and the EEA, we will take steps to ensure that such data will be afforded the same level of protection as under applicable data protection laws within the UK, EU and the EEA. For data transfers outside of the UK,EU and the EEA, we use, where required, applicable safeguards, including the standard contractual clauses adopted by the European Commission and will make available a copy to you upon request.


Firematch Global BVBA may onward transfer your Personal Data to third parties located in countries that do not provide an adequate level of data protection. Such transfers will be carried out in accordance with applicable laws including where applicable, contractual requirements set out in standard contractual clauses.



Your Personal Data will be retained only for so long as reasonably necessary for the purposes set out above, in accordance with applicable laws, including for the purposes of satisfying any legal, regulatory, accounting or reporting requirements.