Velove Privacy Policy
1. INTRODUCTION AND SUMMARY
We at Velove Bikes AB and all affiliates within the Velove Group (“Velove”, “we” or “us”) care about your privacy and want you to feel safe when we process your personal data.
In this privacy policy, we describe how we process your personal data as a user of our service.
1.1 About us
As a white-label delivery service provider, we have built technical platforms which facilitate transport services under various partner company’s brands. In this privacy policy, we describe how we, as a data controller, process personal data regarding those who in different ways come into contact with our business, and what rights they have in connection with this.
Although this privacy policy refers to “Velove”, “we” or “us”, only an individual Velove company is and can be the data controller. For information about which company within the Velove Group is the data controller, see section … ("Contact Details of the Data Controller") below.
1 Note the Velove Group has a separate privacy policy for employees. If you are an employee at Velove, please also see our Internal Privacy Policy.
1.2 The Data Subjects We Process Personal Data About
We process the personal data of various data subjects.
1.2.1 Customers of our partnered merchants who choose our service
These data subjects include:
- Private or corporate customers of one of our partners who directly or indirectly engage with our service
- Individuals acting on behalf of a private or corporate customer (e.g. recipient, c/o address holder or contact person) who directly or indirectly engages with our service
1.2.2 Individuals who otherwise contact or interact with us
These data subjects include:
- People who visit and use our website, platform, or our various digital channels
- People who come into contact us in another way (e.g. via our traffic control or customer service)
1.2.3 Individuals who are employed or hired by one of our partners
These data subjects include:
- Persons who work with, or for, our partners in the performance of our service in general and thereby come into contact with us in some way
1.3 Special Note on Children as Data Subjects
Our service is not aimed at children and therefore we do not knowingly collect data on children. However, in the unlikely event that a child has used our service via one of our partners, it is possible for you, as legal guardian, to contact us and exercise any of the child’s rights (see contact details in section 2.7; see rights in section 2.5)
1.4 Purposes of our Processing of Personal Data
We process your personal data for, inter alia, the purposes as listed below:
- To offer and perform Velove’s transport and additional services effectively
- To ensure that those who use our service receive a high quality and customised service in accordance with the customer’s wants and needs
- To perform our transport and additional services in a safe, transparent and reliable manner
- To continuously develop and improve our services
- To comply with legislation relevant to the operation of our business (e.g. financial compliance)
1.5 Legal basis, Retention Period and Your Right to Object to our Processing
There are a number of legal reasons for why we process your data. This may be to fulfil a legal obligation (e.g. financial compliance or legal duty) or to simply fulfil our agreement with our partners and provide our service. We promise to only process your personal data as long as is necessary for us to effectively and efficiently operate our business. Further details are set out in 3.0 of this policy.
Per the General Data Protection Regulation (“GDPR”) you also have certain rights regarding the data we process about you. Further details are set out in 2.5 of this policy. Please note, however, that we may need to keep certain information about you, for instance, if we are required to do so by law, or to enforce or defend a legal claim.
2.0 GENERAL INFORMATION
2.1 What is Personal Data and Personal Data Processing?
Personal data is any information that can be directly or indirectly linked to a data subject (i.e. you). In the context of the service we provide, this could be name, address, or phone number, among other things. See section 3.0 for more information on the personal data we process.
Data processing is any action taken with personal data. In the context of the service we provide this could be the collection, storage, deletion, alteration and processing of personal data. See section 3.0 for more information on the personal data we process.
2.2 How we Access your Personal Data
The personal data that we process is in some cases provided to us via the merchant from which you ordered an item. Other information may be voluntarily provided by you as we perform our service. You may also have provided the information to us in connection with a previous delivery by the same or a different merchant of which we provide services for.
Where you have not actively provided the personal data to us, we may have received the personal data in one of the following ways:
- From another person who ordered an item from one of our partners
- From public or external registers and databases
- Automatically, from your personal device when using our digital services (e.g. IP address)
Furthermore, we may also create personal data ourselves such as digital IDs, or delivery instructions for certain hard-to-get-to delivery areas.
2.3 Recipients of Your Personal Data
In some cases, it is necessary for us to share personal data with other parties. These can be both inside and outside of the EU/EEA, and inside and outside of the Velove Group. We do this to effectively provide our service, fulfil our obligations to our partners, and in order to develop and improve the service we provide. We may also have a legal obligation to disclose your personal data, for instance, in a legal investigation.
If we share your personal data with a recipient who is independently responsible for their processing of your personal data, such as an authority, the recipient is responsible for the legality of their processing.
2.4 Information via Emails or Text Messages
We require your email address and phone number in order to provide you with information about your delivery. This information is provided to us via the merchant from which you ordered an item. We may contact you by email, text message, or phone with important information regarding your delivery.
2.5 Your Rights
Per GDPR, you have certain rights regarding the processing of your personal data. Below is a brief summary of these rights2:
2.5.1 Right to be informed (Article 12)
You have the right to be informed about what and how we use your personal data. We do that through this privacy notice.
2.5.2 Right to access (Article 15)
You have a right to obtain confirmation from us as to whether we have personal data about you. In the event that we have such data, you may also request details as to the purpose and categories of personal data that we hold.
2.5.3 Right to rectification (Article 16)
You have a right to correct inaccurate data that we hold about you, and complete incomplete data relevant to what we process about you.
2.5.4 Right to erasure (Article 17)
You have a right to have your personal data erased under certain conditions.
2.5.5 Right to restrict data processing (Article 18)
You have the right to restrict certain data processing e.g. in the event that you contest the accuracy of your data.
2.5.6 Right to data portability (Article 20)
You have the right to receive any personal data that we hold about you in an accessible format, and have the right to transmit that data to another controller if you so wish.
2.5.7 Right to object (Article 21)
You have a right to object to the processing of certain data if there is no compelling legitimate ground for us to process that data.
2 Please note that some of the above rights may only be invoked in certain circumstances. For full details of these rights, see the General Data Protection Regulation
2.6 The right to lodge a complaint to an EU Data Protection Authority
Under GDPR you always have a right to lodge a complaint regarding the way we process your personal data. You can do so by contacting the following authorities:
Sweden
Supervisory Authority:
Integritetsskyddmyndigheten
www.imy.se
Denmark
Supervisory Authority:
Datatilsynet
www.datatilsynet.dk
2.7 How to contact our Data Controllers
In the event that you would like to exercise any of your rights as outlined in section 2.5, you can contact us using the details below:
Sweden
Velove Bikes AB
Strandbergsgatan 59
112 51 Stockholm
Sweden
Organisation number: 559018-8107
privacy@velove.se
Denmark
Velove Denmark ApS
Vermlandsgade 66
2300 København
Denmark
Organisational number: 42031984
privacy@velove.se
3.0 INFORMATION ON OUR DATA PROCESSING
Pursuant to your right to be informed (Article 12), the next section lays out the purpose, types of data, and legal bases for specific processing activities which we undertake.
3.1 Processing in connection with the performance of our delivery service
Purpose
- In order to offer and perform a safe, efficient, and high quality delivery service
- In order to ensure that those who use our service receive a customised and personal service with great customer experience in accordance with their own preferences
- In order to communicate with the customer and/or any person acting on behalf of the customer in order to complete the delivery
- In order to verify the identity of the recipient in order to ensure the item has been delivered to the correct person
- In order to verify the legal age of the recipient in accordance with a legal duty
- Document the delivery or delivery attempt
Types of Data
- Contact information such as name, address and phone number
- Delivery information such as door code and delivery details (e.g. door description)
- Delivery preferences such as delivery method (e.g. leave outside door)
- Identification information such as date of birth, signature, and BankID information
- Delivery contents in some situations, such as whether the parcel containers hazardous materials
- Documentation regarding delivery or delivery attempts (e.g. photo proof of delivery, signature)
- Documentation of customer interaction or interaction attempts (e.g. phone calls)
Legal Bases
- Performance of contract
- Balancing of interest
- Legal duty
3.2. Processing in connection with your use of our web and digital channels
Purpose
- In order to measure performance and improve our web and digital channels
- In order to offer you relevant content
Types of Data
- How you use our web and digital channels (clicks, session duration)
- Any information that you provide when engaging with our web and digital channels (e.g. newsletter, feedback)
- Tracking and Cookies Data
Legal Bases
- Balancing of interest
3.3 Processing in connection with your contact with us (e.g. through our customer service)
Purpose
- In order to communicate with you and provide customer service
- In order to evaluate and improve our customer service in the future
Types of Data
- Contact information such as name, address and phone number
- Specific information relevant to your customer service request (e.g. merchant and delivery details, complaints, and feedback)
- Any other information that you share with us when engaging with our customer service
Legal Bases
- Performance of contract
- Balancing of interest
- Legal duty
3.4 Processing in connection with the evaluation of performed services to develop and improve our services in the future
Purpose
- In order to ensure high quality in the service we provide
- In order to evaluate and improve the service we provide
- In order to investigate specific issues or incidents
- In order to compile financial and operational reports relevant to our business
Types of Data
- All of the above
Legal Bases
- Balancing of interest
4.0 FUTURE UPDATES TO THIS POLICY
We are continuously improving our service and therefore may change the way we process your data in the future. If such a change is required, you will be notified of this or given the opportunity to issue your consent (if necessary).
It is important that you read and understand this privacy notice before using our services since this policy may have changed since you last used our service.
The latest version of the privacy notice can always be found on our website.
