Hemfrid's Privacy Policy
1. INTRODUCTION
Hemfrid i Sverige AB ("Hemfrid", "we" or "us") processes personal data about you in your capacity as:
- a customer of ours or a contact person or employee of a company that is a customer of ours, or a relative of a customer of ours (see Section 3.1 below);
- a visitor and user of our digital channels (see Section 3.2 below);
- a person who otherwise gets in contact with us, e.g. by contacting our customer service team or visiting our office (see Section 3.3 below); and
- a person who participates in special marketing activities organised by us, e.g. competitions or customer surveys (see Section 3.4 below).
- Hemfrid also processes personal data in order to manage and respond to legal claims and to comply with legal obligations (see Section 3.5 below).
This Privacy Policy describes how Hemfrid, as data controller, processes your personal data and what rights you have in connection with it.
2. WHAT IS PERSONAL DATA AND PERSONAL DATA PROCESSING?
Personal data means any information which can be directly or indirectly (along with other data) linked to a living natural person. This means that widely different data such as e.g. name and contact details, IP addresses, purchase history and case information all constitute personal data.
Personal data processing is all actions taken with the personal data, e.g. collection, storage, adaptation, use for various purposes, modification or destruction of personal data.
3. PURPOSE, PERSONAL DATA BEING PROCESSED AND LEGAL BASIS
3.1 Customers of Hemfrid (or relatives of a customer of Hemfrid)
If you are an existing customer of Hemfrid (either as a private individual or a contact person or employee of a corporate customer), we process such personal data as is necessary to administer the customer relationship or fulfil agreements with you or your company. If you are a private individual, personal data relating to your close relatives, such as spouse/partner and children, may also be processed in connection with family-related services. Personal data may also be collected from and shared with our partners if you choose to enter into a special agreement on benefits and offers from such partners as well as for the purpose of obtaining information about which customer group our partner has placed you in. More detailed information on why and how we process your personal data is available in the table below.
| What personal data do we process about you as a customer? | For what purposes do we process your personal data? | What is our legal basis for processing your personal data? | How long is your personal data processed for the specific purpose? |
|---|---|---|---|
| (i) Contact details: name, personal ID number, telephone number and e-mail address. (ii) Residential property details: address, door code, key (if accessing the home). (iii) Order information and any deductions: purchase and transaction history and payment details. (iv) Login details: e-mail address and password. |
To supply services that you have ordered and to administer our agreement with you or your company. Hemfrid may also communicate with you and administer any customer service issues (such as complaints and applications for cleaning, maintenance and laundry (RUT) deductions). We process such personal data as described in (i), (ii), (iii), (iv), (v), (vi) and (vii) for this purpose. Sending you marketing, e.g. by post, e-mail and text message. We may adapt our marketing to you based on the customer group our partner has placed you in. Our partner determines which of several predefined customer groups you belong to through a process called segmentation. You can opt out of further mailings via a link in each mailing sent via e-mail or text or by contacting us using the contact details listed in Section 7 below. We may process such personal data as described in (i), (ii) and (v) for this purpose. Offering customer benefits in collaboration with our partners. We process such personal data as described in (i) for this purpose.Collecting statistics on the use of our services and to maintain, develop, test and improve our services. We may process such personal data as described in (ii), (iii), (iv), (v) and (vii) for this purpose. However, the personal data is only processed momentarily in connection with the data being aggregated. |
Agreement: The processing is necessary for the performance of the agreement we have entered into with you regarding the provision of our services. Consent: If you provide us with health data (for example, information about allergies, disabilities etc.), so that our services can be adapted to suit your needs, we process your personal data with your consent. You can always withdraw your consent regarding the processing of such data, upon which we will erase this data about you. Legitimate interest: When personal data is processed about persons other than existing customers (such as close relatives, spouses/partners, children or contact persons for corporate customers), this is done on the basis of legitimate interest. Legitimate interest: We have a legitimate and justified interest in processing your personal data so that we can send targeting marketing, including customised marketing, to you. Legitimate interest: We have a legitimate and justified interest in processing your personal data so that we can offer you customer benefits in collaboration with our partners. Legitimate interest: We have a legitimate and justified interest in collecting statistics about the use of our services in order to maintain, develop, test and improve our services. |
Your personal data is processed for this purpose for as long as you have a customer relationship/valid agreement with Hemfrid regarding the services that Hemfrid provides and for 12 months after the customer relationship/agreement has ended. Personal data may, however, be stored for a longer period of time to fulfil the purposes described in this Privacy Policy below. Data on cleaning, maintenance and laundry (RUT) deductions is saved for as long as there is a risk that the Swedish Tax Agency’s decision on the RUT deductions in question may be revoked or changed. Your personal data is processed for this purpose for as long as we have a customer relationship with you and for a period of 12 months thereafter unless you decline marketing before then. Personal data that we receive from collaboration partners is saved as long as you use the offer and for up to 12 months thereafter. Your personal data is processed momentarily for this purpose in connection with the data being aggregated. Once the data is aggregated, it no longer constitutes personal data. |
3.2 Persons visiting and using our digital channels
When you use our digital channels (e.g. our website, app and social media), we collect such data that you choose to give us, e.g. your name, e-mail address and mobile phone number. We may also obtain personal data through the use of cookies. Hemfrid’s use of cookies, including information about storage times for cookies, is set out in our cookiepolicy. More detailed information on why and how we process your personal data is available in the table below.
| What personal data do we process about you when you visit and use our digital channels? | For what purposes do we process your personal data? | What is our legal basis for processing your personal data? | How long is your personal data processed for the specific purpose? |
|---|---|---|---|
| (i) Contact details: name, personal ID number, telephone number and e-mail address. (ii) Browsing habits and visit history: which pages you visited on our (and others) website(s) and for how long. (iii) Demographic data: age, gender, marital status, address and education. (iv) Login details: e-mail address and password. (v) Profile and movement patterns: choices/purchases made, number of clicks, location data, preferences, target group and profile. (vi) Technical data: technical equipment used, times, metadata, cookie ID and IP address. |
Supplying, maintaining, testing and improving our digital channels, including compiling de-identified statistics about the use of our digital channels. We may process such personal data as described in (ii), (iii), (iv), (v) and (vi) for this purpose. However, the personal data is only processed momentarily in connection with the data being aggregated. Providing support in event of any problems with our digital channels. We may process such personal data as described in (i), (iv) and (vi) for this purpose. Sending you marketing, including by post, e-mail and text message. You can opt out of further mailings via a link in each mailing sent via e-mail or text or by contacting us using the contact details listed in Section 7 below. Your personal data may also be analysed and grouped (so-called profiling) in order to be able to provide you with relevant and customised information and marketing. We may process such personal data as described in (i), (ii), (iii), (v) and (vi) for this purpose. Administering, developing and testing our IT systems in order to ensure that the high quality of our digital channels is maintained as well as to detect and prevent security breaches (e.g. virus attacks). We may process such personal data as described in (ii), (iv), (v) and (vi) for this purpose. However, the personal data is only processed momentarily in connection with the data being aggregated. Creating customised target groups in order to be able to target you with customised offers and advertisements on Hemfrid’s and our partners’ digital channels. We may process such personal data as described in (ii), (iii), (v) and (vi) for this purpose. |
Legitimate interest: We have a legitimate and justified interest in supplying, maintaining and improving our digital channels. Legitimate interest: The processing is necessary in order for us to satisfy our legitimate interest in providing support in event of any problems with our digital channels. Consent: If you are not an existing customer of Hemfrid, electronic mailings will only occur if you have consented to them in advance. Legitimate interest: The processing is necessary for us to be able to ensure and maintain the high quality and security of the IT systems we use when delivering our services to you. Consent: We only process your personal data using tracking functions (cookies) if you have given us your consent to such processing. |
Your personal data is processed momentarily for this purpose in connection with the data being aggregated. Once the data is aggregated, it no longer constitutes personal data. We process your personal data for as long as you are in contact with Hemfrid and for 3 months from the last communication. We process your personal data for this purpose until you object to receiving electronic mailings from us. Your personal data is processed momentarily for this purpose in connection with the data being aggregated. Once the data is aggregated, it no longer constitutes personal data. The storage period depends on the type of cookie, which is described in detail in Hemfrid’s Cookie Policy. |
3.3 A person who otherwise gets in contact with us, e.g. by contacting our customer service team or visiting our office
When you contact us e.g. by submitting questions to our customer service team, or when you contact us in another way, e.g. by communicating with us on social media, the personal data you give us or that we collect about you is processed, e.g. in connection with administering your customer request. More detailed information on why and how we process your personal data is available in the table below.
| What personal data do we process about you when you contact Hemfrid? | For what purposes do we process your personal data? | What is our legal basis for processing your personal data? | How long is your personal data processed for the specific purpose? |
|---|---|---|---|
| (i) Contact details: name, personal ID number, telephone number and e-mail address. (ii) Information about the matter: customer number, complaint, request, information about your living accommodation, order details, data on cleaning, maintenance and laundry (RUT) deductions, purchase and transaction history, payment details and any other information you give us during your contact with us. (iii) Identification data: name, photograph and company you represent. |
Communicating with you and administering your request when contacting our customer service team, in e-mail forms and via social media accounts. We process such personal data as described in (i) and (ii) for this purpose. Analysing calls and chats in order to improve our communications and for our mutual security; Generating de-identified statistics about how Hemfrid’s communication features are used; Maintaining, developing, testing and improving Hemfrid’s services and the technical platforms on which these services are provided. We may process such personal data as described in (i) and (ii) for this purpose. However, the personal data is only processed momentarily in connection with the data being aggregated. Registering your visit to our office in order to know which external persons have visited our premises and to maintain the physical security of our premises. We process such personal data as described in (iii) for this purpose. |
Legitimate interest: We have a legitimate and justified interest in processing your personal data such as communicating with you. Legitimate interest: We have a legitimate and justified interest in processing your personal data in order to analyse conversations and use of our communication features, as well as to develop, test and improve Hemfrid’s services and technical platforms. Legitimate interest: We have a legitimate and justified interest in processing your personal data in order to register your visit to our office. |
Personal data will be stored for a period of up to ten (10) years for the purpose of establishing, exercising or defending legal claims. Your personal data is processed momentarily for this purpose in connection with the data being aggregated. Once the data is aggregated, it no longer constitutes personal data. Personal data will be stored for 90 days from the time your visit was registered. |
3.4 Persons who participate in special marketing activities we organise, e.g. competitions or customer surveys
We process the personal data you give us when you participate in special marketing activities, e.g. competitions, customer surveys, seminars, events and other marketing activities we organise. More detailed information on why and how we process your personal data is available in the table below.
| What personal data do we process about you when you contact Hemfrid? | For what purposes do we process your personal data? | What is our legal basis for processing your personal data? | How long is your personal data processed for the specific purpose? |
|---|---|---|---|
| (i) Contact details: name, personal ID number, telephone number and e-mail address. (ii) Marketing activities: data about your participation in the activity, opinions, preferences and any other information you provide in connection with the activity. |
To administer the marketing activity, including communicating the outcome of the activity to you and paying out any winnings. We process such personal data as described in (i) and (ii) for this purpose. Informing you about, and offering you the opportunity to participate in, new marketing activities. We process such personal data as described in (i) and (ii) for this purpose. Generating anonymised statistics based on marketing activities, in order to improve Hemfrid’s services. We may process such personal data as described in (ii) for this purpose. However, the personal data is only processed momentarily in connection with the data being aggregated. |
Legitimate interest: We have a legitimate and justified interest in processing your personal data such as administering and following up on the marketing activity you have chosen to participate in. Legitimate interest: We have a legitimate and justified interest in informing you about, and offering you the opportunity to participate in, new marketing activities (as a person who has previously participated in marketing activities). Legitimate interest: We have a legitimate and justified interest in collecting statistics about the use of our services in order to improve our services. |
Your personal data is processed for this purpose for as long as the marketing activity is carried out and for a period of 12 months thereafter to satisfy our legitimate interest in following up on the marketing activity you have chosen to participate in. Your personal data is processed for this purpose for a period of 12 months from the time of the last marketing activity that you participated in. Your personal data is processed momentarily for this purpose in connection with the data being aggregated. Once the data is aggregated, it no longer constitutes personal data. |
3.4 Processing to establish, exercise or defend legal claims and to comply with legal obligations
Hemfrid processes your personal data if it is necessary for us to establish, exercise or defend a legal claim, e.g. within the context of a legal dispute. Hemfrid also processes your personal data in order for us to be able to comply with our legal obligations, e.g. the storage obligation under the Swedish Accounting Act or obligations under tax law. More detailed information on why and how we process your personal data is available in the table below.
| What personal data do we process about you when you visit and use our digital channels? | For what purposes do we process your personal data? | What is our legal basis for processing your personal data? | How long is your personal data processed for the specific purpose? |
|---|---|---|---|
| All personal data described above that may be relevant to the legal claim. All personal data described above that may be relevant to the legal obligation. |
Establishing, exercising or defending legal claims: Hemfrid may process your personal data when necessary for us to establish, exercise or defend a legal claim, e.g. within the context of a legal dispute. Complying with legal obligations (e.g. accounting obligations) and obligations under tax law. |
Legitimate interest: We have a legitimate and justified interest in processing your personal data in order to establish, exercise or defend a legal claim. Legal obligation: Complying with obligations in law, e.g. accounting or tax legislation. |
Your personal data processed for this purpose will be processed while the proceedings surrounding the legal claim are ongoing and as for long as the statute of limitations applies (depending on the type of claim), which is typically ten (10) years from when the legal claim arose. Your personal data is processed for this purpose for as long as we have a legal obligation to process it. For example, under the Swedish Accounting Act we have an obligation to save your personal data up to and including the seventh year after the end of the calendar year in which the financial year ended. |
4. SECURITY MEASURES TO PROTECT PERSONAL DATA
Hemfrid maintains a high level of security for your personal data and to this end takes appropriate technical and organisational security measures to protect your personal data from unauthorised access, alteration, dissemination or destruction.
5. DISCLOSURE OF PERSONAL DATA
Hemfrid may engage external partners and suppliers to perform tasks on Hemfrid’s behalf, e.g. to provide IT services or assist with marketing, analytics or statistics. The performance of these services may involve Hemfrid’s partners, both within and outside the EU/EEA, gaining access to your personal data.
In the event that you choose to enter into a special agreement on benefits and offers from Hemfrid’s partners, your personal data will be shared with such partners.
At your express request, we may also share your personal data with Hemfrid’s group company. Such sharing occurs, for example, in the event that you request Hemfrid’s group company to contact you in order to offer you its services.
Companies that manage personal data on Hemfrid’s behalf are always required to enter into an agreement with Hemfrid so that we can ensure a high level of protection of your personal data is also maintained with our partners. Specific safeguards are implemented in relation to partners outside the EU/EEA, such as entering into data transfer agreements that include the standardised model clauses for data transfer adopted by the European Commission and available on the Commission’s website.
Hemfrid may also disclose personal data to third parties, for example the police or other public authority, if it concerns the investigation of a crime or if we are otherwise obliged to disclose such data by law or public authority decision.
6. RIGHT TO INFORMATION AND RIGHT TO LODGE A COMPLAINT
You have certain rights in relation to Hemfrid. If you wish to exert any of these rights, please contact us using the contact details listed in point 7 below:
- Right to access (register transcript) – the right to obtain confirmation of and information about the processing of your personal data.
- Right to rectification – the right to have inaccurate data rectified.
- Right to object – the right to object to our processing if it takes place based on a balancing interests or for direct marketing.
- Right to erasure – the right to have data erased. This right is limited to such data that by law may only be processed with your consent, provided you withdraw your consent and object to the processing.
- Right to restriction of processing – the right to demand that the personal data processing is restricted, for example if you object to the accuracy of the data. Hemfrid’s access to the data is restricted while its accuracy is being investigated.
- Right to data portability – the right to move personal data from one data controller to another. This right is limited to data that you have given us yourself.
- Right to complain – if you are dissatisfied with the processing of your personal data, you always have the right to complain to the Swedish Authority for Privacy Protection (the supervisory authority in Sweden overseeing personal data management and data protection).
8. CONTACT DETAILS FOR THE DATA CONTROLLER
Hemfrid i Sverige AB
Postal address: PO Box 38154, SE-100 64 Stockholm, Sweden
Visiting address: Rosenlundsgatan 40, SE-118 53 Stockholm, Sweden
E-mail: gdpr@hemfrid.se
Telephone: 010 555 85 00