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Privacy and Cookie Policy

Privacy and Cookie Statement

This is the Privacy and Cookie statement of Home Done Limited. (hereafter referred to as “Home Done”). In this statement we explain how Home Done deals with personal data. We obtain this information through our website www.homedone.co.uk (hereafter referred to as “the Website”). In addition, we acquire personal data when customers contact us offline, for example to request information. This statement also pertains to cookies we use on the Website.

1.DEFINITIONS

In this Privacy and Cookie Statement of Home Done, the following terms are used:

Website: www.homedone.co.uk

Interaction: the use of functions on the Website like the Wish List, Checkout, Newsletter Sign Up, My Account and Chat.

Website Visitor: a customer visiting the Website for the first time that does not interact with the Website.

Website Customer: a customer who interacts with the Website.

Account: the account a customer has to create through the Website to be able to place an order.

Privacy and Cookie Statement: Home Done’s Privacy and Cookie Statement.

2.THE SAFETY OF YOUR PERSONAL DATA

Home Done respects the privacy of its customers and users of its Website. We make sure that any personal data Home Done has obtained is protected and treated confidentially.

3.COLLECTION AND USE OF PERSONAL DATA

3.1 WEBSITE VISITOR

To make your visit to the Website as a visitor more appealing, Home Done collects information about your personal data and navigation behaviour on our Website, and whether you found our Website through one of our ad partners. Amongst this data is for example:

  • Country
  • Viewed products
  • IP-address
  • How you entered our Website
  • Where you leave our Website
  • With what kind of device you visit our Website

Amongst other things, the above information is used to better understand Website Visitors, to load the correct Website and to show relevant ads.

3.2 WEBSITE CUSTOMER

For Website Customers, we collect the same information as for Website Visitors, supplemented with information the customer shares with us, for example:

  • Preferences in the Wish List
  • Ordered products
  • Contact information

3.2.1 CUSTOMER ACCOUNT

To be able to place orders in the Website and to leave reviews, you need an account. To create an account you need to fill in the following personal information:

  • First and last name
  • E-mail address
  • Password

The data mentioned above is used for the following purposes:

  • To create and manage your account
  • To counteract fraud, abuse and/or improper use of your account
  • To show the products you have ordered in your account
  • To optimise claims and to keep track of contact history concerning Website orders and products offered by third parties

The data is saved at least as long as you have an account with Home Done.

3.2.2 ORDERS

3.2.2.1 CHECKOUT – DELIVERY ADDRESS

Through your account, you can place orders for products on offer in the Website. As a part of the ordering process, you will need to provide us with additional information besides the information needed to create an account. This pertains to the delivery address:

  • Name
  • E-mail address
  • Delivery address
  • Phone number
  • Company name (if applicable)
  • VAT number (if applicable)

The data mentioned above and your account information are used, among other things, for the following purposes and may be provided to the third-party merchant who is to carry out fulfilment of your order.

  • To keep you informed about the status of your orders
  • To complete the order/agreement, amongst other things the delivery and so-called after-sales obligations.
  • Billing
  • To improve our service
  • To handle questions and complaints
  • To personalise marketing activities
  • To place orders on behalf of a company

3.2.2.2 CHECKOUT – BILLING ADDRESS

After you have filled in the information pertaining to the delivery address, we ask the following data for your billing address:

  • Company name (if applicable)
  • Name
  • Billing address
  • Phone number
  • Payment method

This data is used, amongst other things, for the following purposes:

  • To be shown on the invoice
  • To contact you concerning the finalisation of the order, billing or delivery
  • To be able to receive payment and to optimise the checkout process
  • To prevent fraud and hacking
  • The selected method of payment and your IP-address are forwarded to our payment provider after which they handle the payment

3.2.2.3 CHECKOUT – GENERAL PAYMENT METHOD

Home Done works together with payment providers to make order payments possible through the Website. The following payment methods are offered: Paypal, Debit and Credit card payments.

To make payments via possible, amongst other things, the following data is gathered:

  • Email address
  • Company name (if applicable)
  • Name
  • Billing address
  • Delivery address
  • Phone number
  • Order value
  • IP address
  • Order number
  • Device
  • Method of payment

This data is used, amongst other things, for the following purposes:

  • To send a payment notification via email
  • To assess the risk of fraud
  • To forward the order number via email in case of payment or cancellation of the order
  • To forward the order value and payment method so that the reception of the payment through the chosen payment method can be verified. Furthermore, this way better service can be provided in case of questions about payment, cancellation and refunds. This also helps to reduce errors during the payment process, which makes the experience of ordering more pleasant.

3.2.2.4 CHECKOUT – KLARNA PAYMENT METHOD (PAY AFTERWARDS)

By selecting “Klarna Invoice” as payment method, you agree that we collect the following (personal) data and make it available to Klarna AB, Sveavägen 46, 11134 Stockholm, Sweden (hereafter: “Klarna“).

  • Contact information
  • Date of birth
  • Gender
  • E-mail address
  • IP-address
  • Phone number
  • Information pertaining to the order (such as the delivery address, billing address, number of products, the product number, the customer group, the payment method, the invoice amount and the VAT expressed in percentages)

The date mentioned above and your account information are, amongst other things, used by Klarna for the following purposes:

  • The settlement of the purchase on credit
  • The verification of identity and solvency by a credit agency

Your personal information is treated by Klarna in accordance to the applicable privacy policy and the terms of the Klarna Privacy Statement which can be found on the Klarna website (www.klarna.com).

3.2.3 WISH LIST

You can create your own Wish List in our Website. If you add products to your Wish List while logged out they will remain on the list for 30 days.

Amongst other things, the following information is gathered regardless of whether you are logged in or out:

  • IP address
  • Surfing behaviour

If you add products to your Wish List while logged in you can always find them under Wish List in My Account.

This data is gathered for marketing purposes so that Home Done can remember your Wish List when you return to the Website.

3.2.4 REVIEWS

3.2.5.1 PRODUCT REVIEWS

You can review products from the Website via My Account. You can only review a product if you have purchased it. When you leave a review the following data is gathered so that the order and the correct review can be linked to the correct email address.

  • Name
  • E-mail address
  • Product
  • Order number

This information is used to add the product reviews to the Website and to contact the customer in case of possible complaints.

3.2.5.2 WEBSITE REVIEWS

Through the Website you can review the Website and (the service of) Home Done. Here too, you must first have placed an order to be able to leave a review. To assess the service of Home Done the following data is collected:

  • Name
  • Location

The data is collected to be able to contact you and handle possible complaints.

3.2.5.3 REVIEWS VIA OTHER CHANNELS

You can leave a review about Home Done via comparison sites that show Home Done products and prices. To leave a review the following data is collected:

  • Email address
  • Name

The data is collected to be able to contact the customer and handle possible complaints.

For more information about the collected data you are referred to the privacy policy of the relevant other channel.

3.2.5 CUSTOMER SATISFACTION SURVEY

After you have placed an order with Home Done or after you have had contact with Home Done, you can be approached to participate in a customer satisfaction survey. This survey is executed by an external party. If you participate in such a customer satisfaction survey, the following (personal) data will be processed:

  • Contact information
  • E-mail address and/or phone number
  • Experiences with Home Done
  • Information about a placed or delivered order
  • IP-address

The above-mentioned information will, amongst other things, be used for the following purposes:

  • Research into customer service satisfaction concerning Home Done
  • Improvement of service and processes
  • Handling of questions and/or complaints
  • Checking for abuse (e.g. multiple reviews/experiences by one and the same person)

3.2.6 CUSTOMER SERVICE

If you have questions or complaints about a product you purchased from us via the Website or about the service of Home Done, you can call us, e-mail us or chat with us. You can find the contact information on the Website. It is also possible to use our online Contact Us form on the Website. If you use the online form, we will ask for (at least) the following personal information:

  • First and last name
  • E-mail address
  • Phone number
  • Order number (if applicable)
  • Description of your complaint

When you use the chat feature, only your first and last name, e-mail address and the subject of the chat are requested.

The above-mentioned data is used for handling your complaint. This information may be shared with the third-party merchant who has supplied your order in order to rectify any issues.

3.2.6.1 RECORDING PHONE CONVERSATIONS

Phone conversations with our customer service can be recorded for training and quality purposes. You will be informed of this the moment you contact our customer service by phone. The personal data that is recorded will only be used for the aforementioned purposes.

The recorded phone conversations are stored and secured in such a way that they are not accessible to unauthorized persons and they are never kept longer than needed for the specific purpose.

3.2.7 DIGITAL NEWSLETTERS

You can apply for different newsletters, both general and personal. The personal newsletters are sent based on, for example, your personal details and order history, so we can send you more relevant newsletters. If you wish to receive the free digital newsletters sent by Home Done, we ask, among others, for the following personal information.

  • Title
  • First and last name
  • E-mail address

You can unsubscribe from the newsletters at any time by logging into your account and unsubscribing. Besides that you can always use the unsubscribe-link in the newsletters.

3.3 HANDLING OF PERSONAL DATA

3.3.1 PROCESSING OF PERSONAL DATA OUTSIDE THE EU and the UK

We work together with third parties such as Google and Facebook. This means that the data can be stored on servers outside of Europe. Different legislations concerning personal data apply there. When we do this, your personal information will continue to be subject to one or more appropriate safeguards set out in the law.

3.3.2 DISTRIBUTION WITHIN THE HOME DONE

Home Done has offices in and outside of the United Kingdom. These offices work closely together. Because of this, it can happen that your data is processed outside the EU and the United Kingdom. Home Done makes sure that your data is well protected within the entire concern.

3.3.3 DISTRIBUTION TO THIRD PARTIES

Home Done can provide your personal data to third parties for the following reasons:

  • You have given your express consent for this.
  • The agreement you have with us needs to be executed (ie order fulfilment).
  • So that products you have ordered from merchants on the Website can be delivered.
  • Because Home Done has a collaboration with another party in the context of improving our products and services.
  • An obligation by law.
  • For preventing or combatting fraud.
  • If necessary for the business management of Home Done.

3.3.4 STORAGE PERIOD

Home Done does not store your information longer than necessary for the purposes your information is used for, unless the data has to be stored longer due to legal requirements. How long certain data is stored depends on the nature of the data and the purposes for which it is processed. The storage period can therefore differ per purpose.

3.3.5 SECURITY

Home Done takes measures to sufficiently protect your personal data. To achieve this, we use means that fit our activities, the nature and size of our company, and the sort of data we process. We do this to prevent unauthorized access to, adjustment, disclosure or loss of personal data.

We expect that you also contribute to the safekeeping of your personal data by keeping your login details (e-mail address and password) secret. Never share your login details with anyone and treat them with care.

3.3.6 ACCESS AND IMPROVEMENT OF YOUR DATA

You can always access your own data, and adjust it if needed, by logging into your account.

If you don’t have an account, you can request any personal data about you that Home Done has. If the data is incorrect, you can ask Home Done to adjust it. Such a request concerning personal data can be sent via e-mail or through our complaints form to our customer service.

3.3.7 RIGHT TO OBJECT

You can object to the use of your personal data free of charge. Your objection to the use of your personal data can be directed to our customer service via email or in writing. Home Done endeavours to respond within 4 weeks.

If you object to the use of your data for direct marketing purposes, Home Done will stop using your data for these purposes. You will no longer receive commercial emails – such as newsletters – from Home Done.

3.3.8 PRIVACY AND COOKIE STATEMENT FROM THIRD PARTIES

This Privacy and Cookie statement is not applicable to third party websites that are linked to the Website. Besides that, the Privacy and Cookie Statement is also not applicable to data collected by companies such as Google. You can adjust your preferences yourself in your Google account. Consult their privacy policy for this.

Home Done can in no way be held accountable or responsible for the way in which third parties and companies deal with your personal data. Home Done always advises that you read the Privacy and Cookie Statements on the relevant websites and from the relevant companies.

4.USE OF COOKIES

4.1 WHAT ARE COOKIES

As with many websites, Home Done uses cookies and files similar to cookies and technologies such as “web beacons” (hereafter referred to as “Cookies”).

A Cookie is a small text file that is sent with the Website page via your browser, it is then saved on a hard drive of your computer, phone or tablet.

Cookies are for example used to save passwords and personal settings, so that you don’t have to fill those in the next time you visit the Website.

Below it will be explained how the Website uses Cookies, where the Cookies come from and why they are used. For the optimization of our own ads and those from third parties the following data, amongst others, is collected:

  • Purchased products
  • Viewed products
  • Order value
  • How did the customer get on the Website

Below, we will describe how Cookies can be rejected and removed.

4.1.1 FUNCTIONAL COOKIES

Home Done uses Cookies, such as Google Analytics to remember your chosen settings and entered data during your visit to our Website. These Cookies make browsing our Website easier because certain data does not have to be re-entered every time.

In addition, Home Done can use Cookies that are necessary to make the Website function well, even when you visit the Website on your mobile phone or tablet.

4.1.2 A/B TESTING COOKIES

Home Done continuously tests its Website to be able to provide the best user experience. Because of that, Home Done uses A/B testing Cookies by third parties. With A/B tests, there are two different variants of the Website, or parts of the Website shown to visitors to determine which one works best. As such, this Cookie determines which version of the Website you see.

4.1.3 WEBSITE ANALYSIS COOKIES

On the Website, Cookies are used that keep track of which pages you have visited. This information is collected, amongst others, by web analysis services Aol (Adserver), Alexa, Crazy Egg, Google Analytics, Pingdom, Hotjar and Piwik.

These web analysis services use Cookies to analyse how visitors use the Website. The Cookies are used to save visitor information, such as the time the visit to the Website took place, or whether the visitor has visited the Website before and via which Website the visitor ended up on the webpage.

The generated information about your Website use is, in most cases, sent to the servers of the relevant web analysis services. The web analysis services use this information to evaluate how you use the Website, to create reports about the Website activities and to offer you other services pertaining to the use of the Website and the internet. Home Done uses the aggregated data from the reports for further optimising of the Website.

Home Done refers to the privacy policy of the relevant web analysis services in which is described how they deal with your (personal) data when their products and services, amongst which web analysis, are being used.

4.1.4 RETARGETING COOKIES

The Website uses retargeting Cookies to show relevant ads to returning visitors of the Website. With these Cookies, a profile of your surfing behaviour can be built so that the ads correspond with your interests. The ads are shown on ad partners’ Websites and on social media.

4.1.4.1 Criteo

Amongst other things, Criteo’s retargeting Cookies are used. For more information about the data Criteo collects, we refer you to the Criteo Privacy Policy.

4.1.4.2 Google Adwords & Analytics Remarketing

Home Done uses Google Adwords & Analytics remarketing services to show ads on third party Websites (including Google) to previous visitors of the Website. This can mean that we, for example, show ads to a visitor that has not completed their order, or has just completed their order. The ads can be text or display ads within the Google Display Network.

All collected data is used in accordance with the Privacy and Cookie Statement from Home Done and Google’s privacy policy. You can set your ad preferences via the Google Ad Preference page.

4.1.4.3 Retargeting Cookies third party Websites

On third party Websites (such as online marketplaces), retargeting can also happen. Home Done Cookies are then used to show relevant ads to previous visitors of these other websites.

4.1.5 SOCIAL MEDIA COOKIES

On the Website, you can use (for example) social media buttons from Facebook, YouTube, Twitter, Pinterest and Google+.

As soon as you visit a page on the Website that has social media buttons, your browser connects to the relevant social media provider. Through this, the provider obtains information about the pages on the Website you visited with your IP-address.

If you are logged in to Facebook, YouTube, Twitter, Pinterest or Google+ during your visit to the Website, your visit can be linked to your account. If you use the buttons, by clicking the Facebook ‘Like’-symbol for example, then the relevant information is sent to and saved by the relevant provider via your browser.

The purpose and scope of the data collected through social media buttons, as well as further processing, the further use and the duration of the storage, are exclusively determined by the providers of the buttons. You can read more about this in the privacy policies of the relevant providers.

4.2 ACCEPTING AND DECLINING COOKIES

You can accept or decline Cookies by adjusting your browser settings. Every browser is different, so Home Done refers you to the information page of your browser or the user manual of your phone for the setting of your Cookie preferences.

If Cookies are completely switched off, it is possible that you cannot use all the functions of the Website. If you use different computers at different locations, you have to make sure that every browser is set to your Cookie preferences.

You can always remove Cookies from the hard drive in your computer, phone or tablet. Consult the information page of your browser or the user manual of your phone or tablet to learn how to do this.

5.AMENDMENTS

The contents of this Privacy and Cookie Statement can be amended. The most current version can always be found on the Website. Home Done advises that you regularly check this Privacy and Cookie Statement, at least before you provide Home Done with personal data.

6.QUESTIONS

If you have any questions about this Privacy and Cookie Statement, do not hesitate to contact Home Done.

Home Done Limited
Pentowan Farm, Church Road,
Romford, RM4 1LD, United Kingdom

Registration No: 08995373

Telephone: 020 3970 3939

E-mail: [email protected]