Privacy and Cookies Policy

Privacy Policy

We, Altaterra Kft.MalomKöz. 1, 9431 Fertőd, Hungary (“Altaterra Kft.” or “us”), respects and protects your privacy. In the following, you can read how we handle your personal data.

This Privacy Policy describes how we process, store and use your data. This Privacy Policy is in accordance with the EU General Data Protection Regulation andBritish Law.

Altaterra Ktf. is responsible for collecting, storing and processing your data. Some information we ask you for directly while other information is collected automatically.

1.What personal data do we collect and why

The personal data you provide to us and data collected by our digital platforms will be used to enhance our consumer insight and drive relevant communication and offers across all touch points you may have with Altaterra Ktf.

Altaterra Ktf. collects personal data to provide information and distribute our productsto dealers, distributors, contractors, customers, business partners and to comply with relevant laws. If an individual chooses not to provide certain personal data to us, we may not be able to do business with that person or that person’s organisationor provide that person with the requested products and/or information.

The following are the main categories of data purposes for the data collected by the Altaterra Ktf.:

1.1 As part of general business operations

We collect personal data about individuals, employees, suppliers (including third-party service providers), contractors, related companies, agents and corporate customers. The data may include

an individual’s name, contact details and other information necessary for employment purposes or for conducting business with you or your organisation.

1.2 To assist with queries

You may choose to provide us with personal data including your name, e-mail address or other contact details when you contact us by telephone, e-mail, post or using our digital platforms. This data enables us to respond to requests for information on our products delivery, to arrange a measure and quote for installation of the products, or to arrange for a product to be serviced. The information may be disclosed to relevant independent installers or dealers in order for us to assist customers with their inquiry or arrange for services such as a service call or a quote.

1.3 Customers and prospective customers

We may collect personal data of customers and prospective customers, including name, contact details, payment and credit card details, credit information and other information necessary for us to conduct business with the person or organisation. We may disclose the information to dealers or independent installers to process a customer’s order, including arranging delivery of products to the customer or assisting with enquiries.

If you register on the Solstro Behind Login we will collect and process your name and contact details. If you make a purchase we will further collect and process your payment details, delivery address and if you provide any further personal data at checkout.

If you begin registering on the Solstro Behind Login but only provide your name and address, but do not continue with a purchase, we will collect and process your name and address. If you have not completed your profile or purchase within 1 week, we will delete the name and address, and you will have to provide this information again, if you wish to register or make a purchase.

If you have made a purchase on the Solstro Behind Login the order will be visible in your individual Solstro Behind Login page for 12 months after the order has been delivered. After 12 months, the order will be anonymized and you will not be able to access the specific order data.

1.4 Marketing communications

If you accept that we send you marketing communications, we will use personal data to send you newsletters and advertisements for our products and services. If you do not wish for us to use your personal data in this way or simply do not wish to be sent any information, you can choose not to accept any marketing communications. If you have accepted you can withdraw your acceptance at any time, by unsubscribing to our newsletter. You will find an unsubscribe link at the bottom of our various communication channels. You can also contact us by e-mail or ordinary post to unsubscribe.

1.5 Visitor and customer surveys

We may collect personal data from visitors to our websites or customers as part of surveys regarding our services and products. This information will not be used for marketing communications without your permission.

1.6 Call Center

We process recordings of your conversations with our call center subject to your consent (consent when contacting or revocation during the conversation). The legal basis for our processing is Article 6(1)(a) of the GDPR. 

1.6.1 TeamViewer Engage 

This website uses TeamViewer Engage, a technology from TeamViewer Germany GmbH, to offer you the option of co-browsing as part of customer service.
 
Co-browsing means that an employee from The Roof Window Store can view The Roof Window Store website currently displayed on your screen together with you. For example, you can be directed to a specific webpage or assisted to build an offer together. Co-browsing involves the continuous transmission and processing of the following information: mouse movements, scrolling behavior, clicks, form inputs (sensitive inputs are excluded from transmission by default), position on the website, visited subpages, time on the page, browser, operating system, type of device, screen resolution, anonymized IP address, location of access (city/nation). A connection can only be established if you actively click the co-browsing button in the website footer and provide the alphanumeric code displayed to the employee at The Roof Window Store over the phone. Another option is to establish the connection through an existing chat. In this case, you will receive a link, and the connection is established only when you click this link. The processing is based on your consent and thus based on Art. 6(1)(a) of the General Data Protection Regulation (GDPR). You can revoke your consent for co-browsing and the processing of the relevant data at any time with future effect.
 
During co-browsing, The Roof Window Store can only see the browser page that you currently have open. Confidential data, such as credit card information in input fields, is not visible to The Roof Window Store. Your data is not typically stored. In exceptional cases, The Roof Window Store employee may take screenshots. This only happens if taking a screenshot is necessary to process your request. The corresponding data processing is based on Art. 6(1)(f) of the GDPR.
 
To enable co-browsing, TeamViewer Engage uses session storage and cookies in your browser, which are stored only for the duration of the session. These cookies are deleted from the server within 24 hours after the online consultation ends.

1.7 Prospective employees and contractors

When a person applies for a job or enters into a contract with our company, we may collect certain information such as name, contact details, information about working history, relevant record checks and information about professional interests. This may be collected from you directly, from a recruitment consultant and from your previous employers and others, including references and publicly available sources. This information is used to inform or assist us in the decision as to whether to make the person an offer of employment or engage the person under a contract.

1.8 To comply with the law

We may collect personal data as required or permitted by the law.Personal as well as non-personal data collected by us is considered confidential and will not be sold to third- parties.

2. How we collect your information

We collect the information you provide when you request products, services or information from us, register with us, for example at the Solstro Behind Login, participate in public forums or other activities on our websites and applications, or respond to customer surveys, or otherwise interact with us.

2.1 Use of cookies

We collect information through various technologies such as cookies. That includes visits to our sites and applications or use of our applications on third-party sites or platforms. Cookies are small files that store information on a person’s computer, mobile phone or other device. They enable the entity that put the cookie on the person’s device to recognise that person across websites, devices and/or browsing sessions. Cookies serve many useful purposes. For example, they help us and third-parties understand which part of our website is the most popular because they help us see which pages and features visitors are accessing and how much time they spend on the pages. Please see our Cookie Policy and the cookies we use here

2.2 Google Analytics

Our website uses Google Analytics, a web analytics service provided by Google Inc. (“Google”). Google Analytics uses cookies allowing an analysis of your use of the website. The information that is generated by the cookie about your use of our website is usually transmitted to a Google server in the USA and stored there. However, if IP anonymization is activated on the website, your IP address will be shortened by Google beforehand within member states of the European Union or other parties to the Agreement on the European Economic Area. Only in exceptional cases will the full IP address be sent to a Google server in the USA and shortened there. On behalf of the operator of this website, Google will use this information to evaluate your use of the website to compile reports on website activity and to provide other services related to website use and internet use to the website operator. The IP address provided by Google Analytics as part of Google Analytics will not be merged with other Google data. You can prevent the storage of cookies in your browser setting; however, please note that if you do that, you may not be able to use all the features of our website. In addition, you may prevent the collection by Google of the data generated by the cookie and related to your use of the website (including your IP address) as well as the processing of data by Google by downloading the browser plug-in available under the following link and install: https://tools.google.com/dlpage/gaoptout?hl=en-GB

2.3 Customer Gauge
In cooperation with Customer Gauge, Altaterrawill send you a survey about your experience with our company / webshop 10 days after the invoice date of your order. Should you not respond to this survey, we will send you a reminder after 14 days. You also have the possibility to unsubscribe from these surveys. The surveys are used to receive valuable feedback from our customers and helps us further improve our services.

3. Links to other websites
This website contains links to other websites (such as Facebook, Google+, YouTube, Pinterest) to which this Privacy Policy does not extend. Please note that we do not endorse other websites and their content. We encourage you to read the privacy policies of other sites that may collect your personal data.

4. Sharing your data with other companies

We will only share your personal data in a few situations, including:

• When companies perform services on our behalf, for instance package delivery. These companies are prohibited from using your personal data for purposes other than those requested by us or required by law.

• When we share personal data with third parties to ensure the safety and security of our customers, to protect our rights and property to comply with legal processes or in other cases if we believe in good faith that disclosure is required by law.

• When you allow us to share your personal data with another company, such as:

- Deciding to share your personal data with carefully selected companies so they can send you offers and promotions about their products and services.

- Directing us to share your personal data with third-party sites or platforms, such as social networking sites.

5. Data security, integrity and retention

The security, integrity and confidentiality of your information are extremely important to us. We have therefore implemented technical, administrative and physical security measures designed to protect information from unauthorised access, disclosure, use and modification. From time to time, we review our security procedures to consider appropriate recent technology and methods. Please be aware that, despite our best efforts, no security measures are perfect or impenetrable. We will retain your personal data for the length of time needed to fulfil the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.

We store your personal data used for the individual purchase (name, address, email and telephone number) for 12 months on your account for your overview. We store your personal data for the individual purchase for warranty purposes for 2 years from purchase, and for tax purposes up to 7 years from purchase.

6. Data transfers, storage and global processing

We operate in many countries and may transfer your personal data to our sister company, VELUX A/S and its subsidiaries or third parties in locations around the world for the purposes described in this Privacy Policy. Wherever your personal data is transferred, stored or processed by us, we will take reasonable steps to safeguard the privacy of your personal data. Additionally, when using or disclosing personal data transferred from the European Union, we abide by the EU-US Privacy Shield Principles as set forth by the U.S. Department of Commerce, we use standard contract clauses approved by the European Commission and we adopt other means under European Union law for ensuring adequate safeguards.

7. Changes to this privacy policy

From time to time, we may change this Privacy Policy to accommodate latest technologies, industry practices, regulatory requirements or for other purposes. We will notify you if these changes are material and, where required by applicable law, we will obtain your consent.

8. Comments and questions

If you have a comment or question about this Privacy Policy, please contact our Customer Services. Our sites and applications may contain links to other sites not owned or controlled by us and we are not responsible for the privacy practices of those sites. We encourage you to pay attention when you leave our sites or applications and to read the privacy policies of other sites that may collect your personal data.

You may file a complaint about the way we have handled your personal data. You can contact us by using the contact details stated at the end of this Privacy Policy. If a complaint is made, the name and contact details of the complainant must be provided to Altaterra Kft. We will investigate the complaint and respond within 30 days. If you consider that we have failed to resolve the complaint satisfactorily, you may complain to:

Information Commisioner’s Office 

Wycliffe House

Water Lane 

Wilmslow

Cheshire

SK9 5AF

9. Contact details

This website is owned and operated by Altaterra kft., registration number 08-09-013626 with the registered office at MalomKöz. 1, 9431 Fertőd, Hungary.

You can contact us by writing to the business address given above, by email to info@theroofwindowstore.co.uk or by telephone on 01592 806 611.

This Privacy Policy was last updated on 30 June 2020.