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Privacy Policy

Introduction

This Privacy Policy explains in detail how we collect, use and protect your personal data that you provide us when using our website.

Truvox is committed to ensuring your privacy is protected and we want to fully inform you on how your data is used.

We may update and change this Privacy Policy from time to time and we advise that you regularly check this page to ensure you are happy with the changes; we will however notify you of any significant changes.

Lawful reasons to using your personal data

There a number of reasons we may collect and use your personal data which the law on data protection allows us to, including:

  • Consent
    We will always request your consent when we collect and process your personal data
    For example when you sign up to receive our newsletters, you will need to tick the opt-in box
  • Contractual obligations
    In order for us to fulfil our contractual obligations to you we will need to use your personal data
    For example for us to deliver a product to you we will need your personal data including name and address
  • Legal or regulatory obligation
    For example we will need to pass and process your personal data to law enforcement if there is any involvement in fraud or criminal activity
  • Legitimate Interests
    Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience.
    For example we may send you promotional offers based on your past purchase history
What personal data do we collect?

We may collect the following information about you:

  • Personal data including name, job title and company name
  • Contact data including email address, telephone number, postal address and postcode
  • IP addresses
  • Information gathered by the use of cookies in your web browser see section how we use your cookies
  • If you connect, comment or provide feedback on our social media channels including Facebook, Twitter and LinkedIn we will see your username
How do we collect your personal data?

We use a number of methods to collect data from you and about you including:

  • New account customer forms
  • Product enquiries via the website, on email or by phone
  • Responding to a customer survey, we may wish to follow up if required
  • Visiting us at an exhibition or show
  • Engaging with us on social media
  • Purchasing a product from us
  • Opting in to receive our newsletter
  • When you have given a third party permission to share with us the information they hold for you, for example an authorised Truvox dealer has requested a direct shipment to you as a customer of that dealer
How and why do we use your personal data?

At the time of providing personal data we will advise you why we are collecting it and how it will be used. At any time you can change how you wish us to use your data.

How and why we use your data include:

  • To set you up as a new customer and commence trading
  • To deliver or service products to you

For example we use third party carriers to deliver our products to you, in which case we will need to provide them your details including name, address and contact details. We also use third party service contractors to carry out service & maintenance work on machines; again we will need to pass on your details to arrange a visit.

If we cannot pass on your details then we cannot fulfil our contractual obligations to you.

  • To respond to any product enquiries or issues

For example you may get in contact by phone, email or website. In order for us to find out details of the issue and help identify the solution we will need to follow up by contacting you directly. We may also pass your details internally within Truvox to ensure the correct person can deal with your enquiry.

  • To send you communication via email, including newsletters and other important business information

We will only send marketing communication if you have actively opened communications in the last year or you have opted-in to receive communications.
For example we will send newsletters via Mailchimp that include product updates, new products and promotions. We will also send active customers business related information regarding products and pricing.

You are free to opt-out at any point; the unsubscribe link is available at the bottom of all emails sent out.

Please note that if there is a legitimate business reason for us to communicate with you and to ensure we can fulfil our business contract with you we may send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, updates to this Privacy Notice, price changes, corporate updates, amendments to our Terms & Conditions and legally required information relating to your orders. These Essential Business Information emails will not include any promotional content and do not require prior consent when sent by email. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.

  • To follow up any comments or queries that you have left on one of our social media channels

For example if you show an interest in a product that we have promoted on one of our social media channels, we will pass your details to one of our Truvox sales representatives to follow up and provide more details to you.

  • To follow up on a customer survey that you have filled out

For example some of our surveys, which are sent via Survey Monkey have an option to be contacted afterwards to discuss your comments further. We will therefore contact you to follow up.

  • To use data analytics to improve our website, products/services, marketing, customer relationships and experiences

We want to provide our customers with relevant information about products that are of interest whilst providing great customer service. We will monitor which web pages are most visited and build our marketing strategy around this.

If you fail to provide Personal Data that we have requested either under the terms of contract with you or required by law, we may not be able to perform the contract we have or are trying to enter with you, for example provide you with products or services. In this case, we would notify you that we may have to cancel a product or service you have with us.

Protecting your personal data

Truvox has a number of GDPR compliant processes and procedures as follows:

  • All Truvox employees have received training in GDPR and how to handle your personal data
  • Access to your personal data is restricted to the relevant employees/departments that are required to process your data
  • Where hard copies are created, these are securely kept.
  • According to each business unit’s process and procedure, your personal data will be periodically reviewed and securely deleted if required
  • All personal information is transferred by secure email to secure servers on site to which only access is granted to key personnel.

Truvox is owned by Tacony Corporation, a US company that holds personal data within their systems on behalf of Truvox International Limited by way of a test environment for a planned ERP computer software package called Epicor.

This personal data comprises:

  • Truvox International Limited’s customers and suppliers
  • Employees and other staff of Truvox International Limited’s customers
  • Employees and other staff of Truvox International Limited’s suppliers

This personal data is held securely and safely and treated in accordance with Truvox’s GDPR Policy and Processes.

How long will we keep your personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes in which we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

For example details of orders are kept for 2-7 years (depending on country) in order for us to comply with our legal and contractual obligations.

Invoices will be kept for 6 years for legal obligations

For example, marketing will review subscribers to the newsletters every quarter. If a subscriber has not opened the last 20 emails they will be sent an opt-in email to continue to receive the newsletter otherwise they will be removed

In some circumstances, we may anonymise your personal data, which means it can no longer be associated with you, for research or statistical purposes.

For example when you visit an exhibition we will keep your details for a limited time, after which we will then only keep details of the amount of visitors we had by country, region or industry type.

Who will we share your personal data with?

We will sometimes need to share your personal data with our trusted third parties, these can include:

  • Delivery couriers including, but not limited to, TNT, UPS, and pallet carriers
  • Service engineers
  • HM Revenue & Customs, regulators and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances
  • Government Agencies for example for fraud or illegal activities
Your legal rights over your personal data

You have the rights under the data protection laws in relation to your personal data including:

  • Request access to your personal data (commonly known as a ‘data subject access request’). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of the personal data that we hold about you. This enables you to have any incomplete or out of date data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no Business or legal reason for us continuing to process it.
  • Object to processing of your personal data where we are relying on a Legitimate Interest (or those of a third party) and there is something about your situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms.
  • Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data's accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain services to you. We will advise you if this is the case at the time you withdraw your consent.

Please email us on sales@truvox.com requesting for GDPR-005 Data Subject Access Request if you wish to exercise any of these rights.

  • No fee in most cases – You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
  • What we may need from you – to protect your personal data we will ask you to verify your identity before proceeding with your request to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response. If you have authorised a third party to submit a request on your behalf, we will request proof that they have your permission to do so.
  • Time limit to respond - We will respond to all legitimate requests within 1 month from the date of receipt of your request. Occasionally it may take us longer if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. Where you are sending us a request via post rather than email we recommend you send it via recorded delivery to guarantee safe delivery.

We take any complaints about our collection and use of personal information very seriously.

If you think that our collection or use of personal information is unfair, misleading or inappropriate, or have any other concern about our data processing, please raise this with us in the first instance.

To make a complaint, please contact our privacy officer on truvox@truvox.com

Alternatively, you can make a complaint to the Information Commissioner’s Office:

  • Report a concern online at https://ico.org.uk/concerns/
  • Call 0303 123 1113
  • Or write to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Opting out of direct marketing

You can unsubscribe using the links on any marketing messages we send to you. Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, warranty registration, product/service experience or other transactions.

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