Privacy notice

If you have any questions about this privacy statement, please contact us.

1. Data controller

Computer Repair Twente is the controller for the processing of personal data as described in this privacy statement.

• Company name: Computer Repair Twente
• Email: contact@computerrepairtwente.nl
• Phone: 06-55734000
• Website: www.computerrepairtwente.nl

If business details such as the address, Chamber of Commerce (KvK) number or VAT number are stated on the website, they serve as supplementary contact and business information.

2. When do we process personal data?

We may process personal data when you:

• contact us via the website, e-mail, telephone, WhatsApp or social media;
• request a quotation;
• have a repair or IT service performed;
• offers a device with us;
• Use of on-site service;
• Use of remote support;
• receive an invoice or make payment;
• lodge a warranty claim or complaint;
• become a customer or have previously been a customer;
• Use of our website;
• Provides data for a website, hosting, email or other digital service.

3. What personal data do we process?

Depending on the contact and nature of the assignment, we may process the following personal data.

3.1 Contact details

• name;
• business name, if applicable;
• telephone number;
• e-mail address;
• address details, if necessary for on-site service, billing or administration;
• place name or region;
• communication preferences.

3.2 Job and repair details

• description of the complaint or assignment;
• make, type, model and serial number of the apparatus;
• accessories included;
• photographs of the apparatus or damage;
• repair status;
• work carried out;
• parts used or ordered;
• warranty period and service history;
• internal notes necessary for execution or aftercare.

3.3 Communication data

• e-mails;
• WhatsApp messages;
• SMS messages;
• telephone records;
• contact form messages;
• communication about quotations and approval;
• reports on warranty, complaints or aftercare.

3.4 Invoice and payment data

• invoice details;
• payment status;
• payment method;
• bank details as far as visible in the case of payment;
• outstanding items;
• data necessary for accounting and tax administration.

3.5 Technical data

In case of repair, support or website use we can process technical data, such as:

• IP address;
• device type;
• operating system;
• error messages;
• log files;
• software versions;
• account settings as necessary;
• network or system information;
• browser data at website visit.

3.6 Data on devices

When you deliver a device, it may contain personal files, photos, documents, e-mails, passwords, accounts or other data. Computer Repair Twente does not actively process this data as a customer administration, but may come into contact with it temporarily and accidentally during repair, diagnosis, data transfer or support.

We do not view private files unless necessary for the assignment, for example during data recovery, virus removal, fault diagnosis or migration.

4. Special categories of personal data

Computer Repair Twente does not intend to process special categories of personal data, such as medical data, religious beliefs, political preferences, criminal records or other sensitive personal data.

However, such data may be visible on a device or in files you provide. In that case, we do not knowingly or deliberately process it unless this is strictly necessary for the assignment and you have given your consent.

You are responsible for removing, blocking or encrypting sensitive information before you deliver a device, unless you specifically instruct us to work with this data, for example in data recovery.

5. Purposes of processing

5.1 Communication

We use contact details to:

• answer questions;
• make arrangements;
• send quotations;
• report repair statuses;
• request agreement for work or parts;
• contact you about invoices, warranty or aftercare.

5.2 Providing services

We use personal data and technical data for:

• diagnosis;
• repair;
• installation;
• maintenance;
• data transfer;
• software configuration;
• virus and malware removal;
• remote support;
• on-site service;
• delivery and ordering of parts.

5.3 Administration and invoicing

We process data for:

• quotations;
• invoices;
• payment registration;
• accounting;
• tax administration;
• accounts receivable management.

5.4 Warranty and aftercare

We keep certain job details to:

• to be able to assess guarantees;
• look up previous work;
• helping customers better with follow-up questions;
• to have proof of agreements made and work carried out.

5.5 Security and evidence

We can process data for:

• System security;
• prevention of abuse or fraud;
• evidence of agreement;
• evidence of complaints or disputes;
• protection of our rights and interests.

5.6 Legal obligations

We must retain certain data due to legal obligations, for example for administration and tax legislation. The Dutch Tax Administration states that businesses must generally retain their basic administrative records for 7 years.

6. Legal basis for processing

We only process personal data when there is a valid legal basis for this.

6.1 Performance of a contract

We process data when this is necessary to perform a contract, repair, delivery, quotation, appointment or service.

Examples:

• use your contact details to plan an appointment;
• Capture device data for repair;
• make an invoice for work done;
• contact you to obtain approval for parts.

6.2 Legal obligation

We process and retain data when required by law, for example for tax administration, invoices and accounting.

6.3 Legitimate interest

We can process data based on a legitimate interest, for example for:

• customer support;
• guarantee administration;
• security;
• prevention of fraud;
• evidence in the event of a dispute;
• improving our services.

We always make a balance between our interest and your privacy interest.

6.4 Consent

In some cases, we ask for your consent, for example for:

• viewing specific files;
• data recovery where private data can be accessed;
• use of certain cookies, where applicable;
• publication of reviews, photos or examples, if traceable to a person.

You can always withdraw permission. Revocation has no retroactive effect.

7. Repairs, devices and data access

7.1 Access to device

For diagnosis, repair or installation, we may need to access your device, operating system, user account or settings.

7.2 Passwords and login details

If you provide us with passwords, PIN codes, recovery codes or account details, you do so on your own responsibility. We only use this data for the execution of the assignment.

We recommend changing passwords after the end of the work.

7.3 Personal files

We do not view private files unless this is necessary for the assignment or if you expressly give us permission to do so.

7.4 Back-ups

You remain responsible for making an up-to-date backup before bringing in a device. Computer Repair Twente is not liable for loss, damage or corruption of data, except in cases of intent or deliberate recklessness.

7.5 Data recovery

During data recovery, data migration or examination of faulty storage media, we may temporarily access files. Data recovery is always carried out on a best-effort basis. Success cannot be guaranteed.

8. Remote support

For remote support, Computer Repair Twente can temporarily watch or take over control via appropriate software.

8.1 Permission

Remote support only takes place with your permission.

8.2 Visible data

Data may be visible on your screen during remote support. You are responsible for closing or hiding windows, files or information that is not relevant to the assignment.

8.3 End session

You can end a remote support session at any time.

8.4 No permanent access

Computer Repair Twente uses remote support only for the relevant assignment and does not have permanent access to your device, unless expressly agreed otherwise in writing.

9. Website, contact form and cookies

9.1 Website Visit

When you visit our website, technical data may be processed, such as your IP address, browser, device, pages visited and time of visit.

9.2 Contact form

When you fill out a contact form, we process the data you fill in yourself, such as name, email address, telephone number and message content.

9.3 Cookies

Computer Repair Twente can use functional cookies necessary for the operation of the website. If analytical or marketing cookies are used for which consent is required, we request permission via a cookie notice.

9.4 Analysis

If we measure website visits, we prefer to do so in a privacy-friendly way. Data is used to improve the website, analyze malfunctions and prevent abuse.

9.5 External content

Our website may contain links to external websites or services. Computer Repair Twente is not responsible for the privacy policy of third parties.

10. WhatsApp, email and phone

10.1 WhatsApp

When you contact us via WhatsApp, we process your phone number, name, profile photo if visible, message content and any sent files or photos.

WhatsApp is a third party service. The use of WhatsApp is also subject to the terms and privacy policy of WhatsApp/Meta.

10.2 Email

When you email us, we process your email address, name, message content, attachments and technical email details.

10.3 Phone

During telephone contact, we may take notes about the conversation, for example concerning appointments, repairs, quotations or complaints.

10.4 No sensitive information via unsecured channels

We advise against sending highly sensitive data, passwords or confidential documents via WhatsApp or unprotected email, unless this is necessary and you accept the risk.

11. Quotations, invoices and administration

To make offers, invoices and records, we process data such as name, company name, address details, email address, telephone number, description of services or products, prices, VAT data, payment status, invoice number and date of quotation, order or invoice.

This data is kept for as long as this is necessary for our administration, legal obligations, warranty, evidence and customer service.

12. Sharing personal data with third parties

Computer Repair Twente only shares personal data with third parties when it is necessary for the performance of the assignment, legal obligations, administration, security or service.

Examples of third parties are:

• suppliers of spare parts;
• accountant or administration office;
• hosting provider;
• e-mail provider;
• payment provider;
• software providers;
• support software;
• delivery or transport services;
• collection service provider, if necessary;
• legal or tax advisers, if necessary;
• public authorities if required by law.

We never sell personal data to third parties.

13. Data processors

When third parties process personal data on behalf of Computer Repair Twente, we make agreements to protect personal data with care where necessary.

This may include hosting, email, administration, backup services, accounting software or support tools.

14. Transfers outside the European Economic Area

Computer Repair Twente tries to process personal data as much as possible within the European Economic Area. Some external services, such as e-mail providers, cloud software, analytics programs or communication platforms, can process data outside the European Economic Area. In this case, we rely on appropriate safeguards to the extent required by law, such as standard contractual clauses or other permitted mechanisms.

15. Security of personal data

Computer Repair Twente takes appropriate technical and organisational measures to protect personal data against loss, theft, unauthorised access, alteration, misuse or disclosure.

Examples of measures may include:

• secure access to systems;
• use of passwords and, where possible, two-step verification;
• limited access to customer data;
• security of equipment and administration;
• careful handling of customer devices;
• software updates where possible;
• use of secure connections where appropriate;
• back-ups of own business administration;
• internal agreements on confidentiality.

However, no system is completely risk-free. Computer Repair Twente cannot therefore guarantee that unauthorized access, loss or abuse is fully prevented in all circumstances.

16. Data breaches

In the event of a security incident or data breach, Computer Repair Twente assesses the nature and severity of the incident. Where required by law, we report a data breach to the Dutch Data Protection Authority and/or the affected individuals. We take appropriate measures to minimise the consequences of an incident.

17. Retention periods

Computer Repair Twente does not store personal data longer than is necessary for the purpose for which the data was collected, unless a legal retention period applies. The government indicates that personal data may not be kept longer than is necessary for the purpose of the processing.

In principle, we use the following retention periods:

• Quotations without an assignment: maximum 2 years
• Contact enquiries without an assignment: maximum 12 months
• Repair and service details: as long as necessary for warranty, service history and evidence
• Invoices and administrative data: at least 7 years
• Guarantee details: during the guarantee period and reasonable period thereafter
• Complaint and dispute information: for as long as necessary for treatment and evidence
• WhatsApp and email communication: as long as necessary for assignment, service, administration or proof
• Remote support data: only for as long as necessary for execution and control
• Website log files: as short as possible, unless longer is necessary for security or error analysis

Upon expiry of the retention period, personal data will be deleted or anonymised, unless longer retention is necessary due to a legal obligation, dispute, warranty or legitimate interest.

18. Your privacy rights

You have various rights under the GDPR. The Dutch Data Protection Authority lists, among others, the rights of access, rectification, erasure, restriction, data portability and objection.

You have the following rights, inter alia:

• Right to information: You are entitled to clear information about what we do with your personal data and why.
• Right of access: you may ask which personal data we process from you.
• Right to correction: you may request that incorrect or incomplete personal data be corrected or supplemented.
• Right to erasure: you may request the deletion of personal data, insofar as we no longer have to keep them on the basis of a legal obligation, agreement, warranty, administrative obligation or legitimate interest.
• Right to restriction: you may, in certain cases, request temporary restrictions on the processing of your personal data.
• Right to object: you may object to processing of personal data on the basis of legitimate interest.
• Right to data portability: where applicable, you may request to receive personal data in a structured, common and machine-readable form.
• Right to withdraw consent: If processing is based on consent, you may withdraw this consent. This has no retroactive effect.

19. Submitting a request

You can submit a privacy request at: contact@computerrepairtwente.nl.

To prevent abuse, we may ask you to confirm your identity. We do not ask for more information than is necessary. We respond in principle within 30 days to your request. If a request is complex or many requests are made simultaneously, this period may be extended to the extent permitted by the GDPR.

20. Minors

Computer Repair Twente does not specifically target minors. If a minor wishes to use our services, consent from a parent or legal representative may be required.

When we discover that we have processed a minor's personal data without valid consent, we delete this data to the extent reasonably possible and legally permitted.

21. Complaints

If you have a complaint about the processing of your personal data, we ask you to contact us first. Then we will try to find a solution together.

You also have the right to lodge a complaint with the Dutch Data Protection Authority.

22. Changes to this Privacy Statement

Computer Repair Twente may change this privacy statement when our services, methods, website, systems or legal obligations change. The most up-to-date version is always available via our website.

23. Contact details

For questions about this privacy statement or the processing of personal data, please contact:

• Computer Repair Twente
• Email: contact@computerrepairtwente.nl
• Phone: 06-55734000
• Website: www.computerrepairtwente.nl