Nespresso Privacy Notice
Effective: 21.08.2020.
SCOPE OF THIS NOTICE
Please read this privacy notice (“Notice”) carefully to understand our policies and
practices
regarding your Personal Data and how we will treat it.
This Notice explains how your Personal Data are collected, used, and disclosed by
Nespresso entities as listed in the controllers & contact section
(Section
11) (“Nespresso”, “We”, Us”).
It also
tells you how you can access and update your Personal Data and make certain choices about how your
Personal Data
are used.
This Notice covers both our online and offline data collection activities, including Personal Data
that We
collect through our various channels such as websites, apps, third party social networks, Customer
Relationship
Centers, Boutiques, points of sales and events. Please note that We combine Personal Data that We
collect via
one method (e.g. a Nespresso website) with Personal Data that We collect
via another
method (e.g. a Nespresso offline event). As part of this, We combine
Personal Data
that were originally collected by different Nespresso entities. Please see
Section 8
for further information on how to object to this.
If you fail to provide necessary Personal Data to us (We will indicate to you when this is the case,
for example,
by making this information clear in our registration forms), We may not be able to provide you with
our goods
and/or services. This Notice can change from time to time (see Section 10).
This Notice provides important information in the following areas:
- SOURCES OF PERSONAL DATA
- PERSONAL DATA THAT WE COLLECT ABOUT YOU AND HOW WE COLLECT IT
- COOKIES/SIMILAR TECHNOLOGIES, LOG FILES AND WEB BEACONS
- USES MADE OF YOUR PERSONAL DATA
- DISCLOSURE OF YOUR PERSONAL DATA
- RETENTION OF PERSONAL DATA
- STORAGE AND/OR TRANSFER OF YOUR PERSONAL DATA
- ACCESS TO YOUR PERSONAL DATA
- YOUR CHOICES ABOUT HOW WE USE AND DISCLOSE YOUR PERSONAL DATA
- CHANGES TO OUR NOTICE
- DATA CONTROLLERS &CONTACT
- SOURCES OF PERSONAL DATA
This Notice applies to Personal Data that We collect from or about you, through the methods described
below (see
Section 2), from the following sources:
Nespresso websites. Consumer-directed
websites
operated by or for Nespresso, including sites that We operate under our
own
domains/URLs and mini-sites that We run on third party social networks such as Facebook
(“Websites”).
Nespresso mobile sites/apps.
Consumer-directed mobile
sites or applications operated by or for Nespresso, such as smartphone
apps.
E-mail, text and other electronic messages. Electronic communications
between you and
Nespresso.
Nespresso CRC. Calls to our Customer
Relationship
Centers (“CRC”).
Nespresso Boutiques. Stores managed by
Nespresso.
Offline registration forms. Printed registration and similar forms that We
collect via,
for example, postal mail, in-store demos, contests and other promotions, or events.
Points of Sales. Demonstrators present in physical third party
stores to
assist you with the registering of your machine and coffee ordering.
Data from other sources. Third party social networks (e.g. such as
Facebook, Google) or
market researches (if feedback not provided on an anonymous basis).
- PERSONAL DATA THAT WE COLLECT ABOUT YOU AND HOW WE COLLECT IT
Depending on how you interact with Nespresso (online, offline, over the
phone, etc.),
We collect various types of information from you, as described below.
Personal contact information. This includes any information you provide to
Us that
would allow Us to contact you, such as your name, postal address, e-mail address, social network
details, or
phone number
Account login information. Any information that is required
to give you
access to your specific account profile. Examples include your login ID/email address, screen name,
password in
unrecoverable form, and/or security question and answer.
Demographic information & interests. Any information that
describes
your demographic or behavioural characteristics. Examples include your date of birth, age or age
range, gender,
geographic location (e.g. postcode/zip code), favourite products, hobbies and interests, and
household or
lifestyle information.
Technical information about computer/mobile device. Any
information about
the computer system or other technological device that you use to access one of our Websites or
apps, such as
the Internet protocol (IP) address used to connect your computer or device to the Internet,
operating system
type, and web browser type and version. If you access a Nespresso website
or app via a
mobile device such as a smartphone, the collected information will also include, where permitted,
your phone’s
unique device ID, advertising ID, geo-location, and other similar mobile device data.
Websites/communication usage information. As you navigate
through and
interact with our Websites or newsletters, We use automatic data collection technologies to collect
certain
information about your actions. This includes information such as which links you click on, which
pages or
content you view and for how long, and other similar information and statistics about your
interactions, such as
content response times, download errors and length of visits to certain pages. This information is
captured
using automated technologies such as cookies (browser cookies, flash cookies) and web beacons, and
is also
collected through the use of third party tracking. You have the right to object to the use of such
technologies,
for further details please see Section 3.
Market research & consumer feedback. This includes information
that you
voluntarily share with Us about your experience of using our products and services.
Consumer-generated content. This refers to any content that you create
and then
share with Us on third party social networks or by uploading it to one of our Websites or apps,
including the
use of third party social network apps such as Facebook. Examples include photos, videos, personal
stories, or
other similar media or content. Where permitted, We collect and
publish consumer-generated content in
connection with a variety of activities, including contests and other promotions, website
community
features, consumer engagement, and third party social networking.
Third party social network information. This refers to any
information
that you share publicly on a third party social network or information that is part of your profile
on a third
party social network (such as Facebook) and that you allow the third party social network to share
with Us.
Examples include your basic account information (e.g. name, email address, gender, birthday, current
city,
profile picture, user ID, list of friends, etc.) and any other additional information or activities
that you
permit the third party social network to share. We receive your third party social network profile
information
(or parts of it) every time you download or interact with a Nespresso web
application
on a third party social network such as Facebook, every time you use a social networking feature
that is
integrated within a Nespresso site (such as Facebook Connect) or every
time you
interact with Us through a third party social network. To learn more about how your information from
a third
party social network is obtained by Nespresso, or to opt-out of sharing
such social
network information, please visit the website of the relevant third party social network.
Payment and Financial information. Any information that We
need in order
to fulfil an order, or that you use to make a purchase, such as your debit or credit card details
(cardholder
name, card number, expiration date, etc.) or other forms of payment (if such are made available). In
any
case, We or our payment processing provider(s) handle payment and financial information in a
manner
compliant with applicable laws, regulations and security standards such as PCI DSS.
Calls to CRC. Communications with a CRC will be recorded or listened into,
in
accordance with applicable laws, for local operational needs (e.g. for quality or training
purposes). Payment
card details are not recorded. Where required by law, you will be informed about such recording at
the beginning
of your call.
- COOKIES/SIMILAR TECHNOLOGIES, LOG FILES AND WEB BEACONS
Cookies/Similar Technologies. Please see our Cookie Notice to
learn how
you can manage your cookie settings and for detailed information on the cookies We use and the
purposes for
which We use them.
Log Files. We collect information in the form of log files
that record
website activity and gather statistics about your browsing habits. These entries are generated
automatically,
and help Us to troubleshoot errors, improve performance and maintain the security of our Websites.
Web Beacons. Web beacons (also known as “web bugs”) are small
strings of
code that deliver a graphic image on a web page or in an email for the purpose of transferring data
back to Us.
The information collected via web beacons will include information such as IP Address, as well as
information
about how you respond to an email campaign (e.g. at what time the email was opened, which links you
click on in
the email, etc.). We will use web beacons on our Websites or include them in e-mails that We send to
you. We use
web beacon information for a variety of purposes, including but not limited to, site traffic
reporting, unique
visitor counts, advertising, email auditing and reporting, and personalisation.
- USES MADE OF YOUR PERSONAL DATA
The following paragraphs describe the various purposes for which We collect and use your Personal
Data, and the
different types of Personal Data that are collected for each purpose. Please note that not all of
the uses below
will be relevant to every individual.
What We use your Personal Data for
Customer service. We use your Personal Data for customer service purposes,
including
responding to your enquiries. This typically requires the use of certain personal contact
information and
information regarding the reason for your inquiry (e.g. order status, technical issue, product
question/complaint, general question, etc.).
Our reasons
- Fulfilling contractual obligations
- Legal obligations
- Our legitimate interests
Our legitimate interests
- Improving and developing new products and services
- Being more efficient
Contests, marketing and other promotions. With your consent (where
required), We use
your Personal Data to provide you with information about goods or services (e.g. marketing
communications or
campaigns or promotions). This can be done via means such as email, ads, SMS, phone calls and postal
mailings to
the extent permitted by applicable laws. Some of our campaigns and promotions are run on third party
websites
and/or social networks. This use of your Personal Data is voluntary, which means that you can oppose
(or
withdraw your consent in certain countries) to the processing of your Personal Data for this
purposes. For
detailed information on how to modify your preferences about marketing communication, please see
Sections 8 and
9 below. For more information about our contests and other promotions, please see the official rules
or details
posted with each contest/promotion.
Our reasons
- With your consent (where required)
- Fulfilling contractual obligations
- Our legitimate interests
Our legitimate interests
- Working out which of our products and services may interest you and telling you about them
- Defining types of customers for new products or services
Third party social networks: We use your Personal Data when you interact
with third
party social networking features, such as “Like” functions to serve you with advertisements and
engage with you
on third party social networks. You can learn more about how these features work, the profile data
that We
obtain about you, and find out how to opt out by reviewing the privacy notices of the relevant third
party
social networks.
Our reasons
- With your consent (where required)
- Our legitimate interests
Our legitimate interests
- Working out which of our products and services may interest you and telling you about them
- Defining types of customers for new products or services
Personalisation (offline and online). With your consent (where required),
We use your
Personal Data (i) to analyse your preferences and habits, (ii) to anticipate your needs based on our
analysis of
your profile, (iii) to improve and personalise your experience on our Websites and apps; (iv) to
ensure that
content from our Websites/apps is optimised for you and for your computer or device; (v) to provide
you with
targeted advertising and content, and (vi) to allow you to participate in interactive features, when
you choose
to do so. For example, We remember your login ID/email address or screen name so that you can
quickly login the
next time you visit our site or so that you can easily retrieve the items you previously placed in
your shopping
cart. Based on this type of information, and with your consent (where required), We also show you
specific
Nespresso content or promotions that are tailored to your interests. The use of
your Personal
Data is voluntary, which means that you can oppose the processing of your Personal Data for this
purpose. For
detailed information on how to opt-out please refer to Section 8 below.
Our reasons
- With your consent (where required)
- Our legitimate interests
Our legitimate interests
- Working out which of our products and services may interest you and telling you about them
- Defining types of customers for new products or services
Order fulfillment. We use your Personal Data to process and ship your
orders, inform
you about the status of your orders, correct addresses and conduct identity verification and other
fraud
detection activities. This involves the use of certain Personal Data and payment information.
Our reasons
- Fulfilling contractual obligations
- With your consent (where required)
- Legal obligations
- Our legitimate interests
Our legitimate interests
• Improving and developing new products and services
• Being more efficient
• Protect our assets and staff
Other general purposes (e.g. internal or market research, analytic,
security). In
accordance with applicable laws, We use your Personal Data for other general business purposes, such
as
conducting internal or market research and measuring the effectiveness of advertising campaigns. We
reserve the
right, should you have Club Member accounts, to reconcile those accounts into one single account. We
also use
your Personal Data to ensure our security.
Our reasons
- Fulfilling contractual obligations
- With your consent (where required)
- Legal obligations
- Our legitimate interests
Our legitimate interests
• Improving and developing new products and services
• Being more efficient
• Protect our assets and staff
Legal reasons or merger/acquisition. In the event that
Nespresso or
its assets are acquired by, or merged with, another company including through bankruptcy, we will
share your
Personal Data with any of our legal successors. We will also disclose your Personal Data to third
parties (i)
when required by applicable law; (ii) in response to legal proceedings; (iii) in response to a
request from a
competent law enforcement agency; (iv) to protect our rights, privacy, safety or property, or the
public; or (v)
to enforce the terms of any agreement or the terms of our Website.
Our reasons
- Legal obligations
- Our legitimate interests
Our legitimate interests
- Compliance with legal obligations
- Protect our assets and staff
- DISCLOSURE OF YOUR PERSONAL DATA
In addition to the Nespresso/Nestlé entities or ad-hoc in-country partners
(in charge
of Nespresso operations) mentioned in the data controllers & contact
section (see
Section 11), We share your Personal Data with the following types of third party organisation:
Service providers. These are external companies that We use to help Us run
our business
(e.g. order processing, order fulfilment, payment processing, fraud detection and identity
verification, website
operation, market research companies, support services, promotions, website development, data
analysis, CRC,
etc.). Service providers, and their selected staff, are only allowed to access and use your Personal
Data on Our
behalf for the specific tasks that they’ve been requested to carry out, based on our instructions,
and are
required to keep your Personal Data confidential and secure. Where required by applicable law, you
can obtain a
list of the providers processing your Personal Data (see Section 11 to contact Us).
Credit reporting agencies/debt collectors. To the extent
permitted by
applicable law, credit reporting agencies and debt collectors are external companies that We use to
help Us to
verify your creditworthiness (in particular for orders with invoice) or to collect outstanding
invoices.
Third party companies using Personal Data for their own marketing
purposes.
Except in situations where you have given your consent, We do not license or sell your
Personal Data to
third party companies for their own marketing purposes. Their identity will be disclosed at the time
your
consent is sought.
Third party recipients using Personal Data for legal reasons or due to
merger/acquisition. We will disclose your Personal Data to third parties for
legal reasons
or in the context of an acquisition or a merger (see Section 4 for details).
- RETENTION OF YOUR PERSONAL DATA
In accordance with applicable laws, We will use your Personal Data for as long as necessary to
satisfy the
purposes for which your Personal Data was collected (as described in Section 4 above) or to comply
with
applicable legal requirements.
Personal data used to provide you with a personalized experience (see Section 4 above for details)
will be kept
for a duration permitted by applicable laws
- DISCLOSURE, STORAGE AND/OR TRANSFER OF YOUR PERSONAL DATA
We use a variety of reasonable measures (described below) to keep your Personal Data confidential and
secure.
Please note, however, that these protections do not apply to information you choose to share in
public areas
such as third party social networks.
People who can access your Personal Data. Your Personal Data will be
processed by
our authorised staff or agents, on a need to know basis, depending on the specific purposes for
which your
Personal Data have been collected (e.g. our staff in charge of customer care matters will have
access to your
customer record).
Measures taken in operating environments. We store your Personal Data in
operating
environments that use reasonable security measures to prevent unauthorised access. We follow
reasonable
standards to protect Personal Data. The transmission of information via the Internet is,
unfortunately, not
completely secure and although We will do our best to protect your Personal Data, We cannot
guarantee the
security of the data during transmission through our Websites/apps.
Measures We expect you to take. It is important that you also
play a role
in keeping your Personal Data safe and secure. When signing up for an online account, please be sure
to choose
an account password that would be difficult for others to guess and never reveal your password to
anyone else.
You are responsible for keeping this password confidential and for any use of your account. If you
use a shared
or public computer, never choose to have your login ID/email address or password remembered and make
sure to log
out of your account every time you leave the computer. You should also make use of any privacy
settings or
controls We provide you in our Website/app.
Transfer of your Personal Data. The storage as well as the processing of
your Personal
Data as described above require that your Personal Data are ultimately transferred/transmitted to,
and/or stored
at, a destination outside of your country of residence, notably Switzerland and Luxembourg. We will
also
transfer your Personal Data to countries outside the European Economic Area (“EEA”) (e.g. other
Nespresso/Nestlé entities or ad-hoc in-country partners including to
countries which
have different data protection standards to those which apply in the EEA. We (i) have put in place
European
Commission approved standard contractual clauses to protect your Personal Data (and you have a right
to ask Us
for a copy of these clauses(by contacting Us as set out below) and/or (ii) will rely on your consent
(where
permitted by law).
Buyers personal data such as name, address and telephone number may/shall be transferred to the
repairer.
- ACCESS TO YOUR PERSONAL DATA
Access to Personal Data. Where provided by law, you, your successors,
representatives
and/or proxies have the right to access, review and request a physical or electronic copy of
information held
about you. You also have the right to request information on the source of your Personal Data.
These rights can be exercised by sending Us an e-mail srb.dataprivacy@sf1coffee.com or writing to us SF1
Coffee, Kralja Aleksandra 12/3/57, Novi Sad, Srbija, attaching a copy of your ID or equivalent
details (where
requested by Us and permitted by law). If the request is submitted by a person other than you,
without providing
evidence that the request is legitimately made on your behalf, the request will be rejected.
Please note that any identification information provided to Us will only be processed in accordance
with, and to
the extent permitted by applicable laws.
Additional rights (e.g. modification, deletion of Personal Data). Where
provided by
law, you, your successors, representatives and/or proxies can (i) request deletion, the portability,
correction
or revision of your Personal Data; (ii) oppose the data processing; (iii) limit the use and
disclosure of
your Personal Data; and (iv) revoke consent to any of our data processing activities.
Please note that, in certain circumstances, We will not be able to delete your Personal Data without
also
deleting your user account. We may be required to retain some of your Personal Data after you have
requested
deletion, to satisfy our legal or contractual obligations. We may also be permitted by applicable
laws to retain
some of your Personal Data to satisfy our business needs.
Where available, our Websites have a dedicated feature through which you can review and edit
the Personal
Data that you have provided. Please note that We require our registered consumers to verify
their identity
(e.g. login ID/email address, password) before they can access or make changes to their account
information.
This helps prevent unauthorised access to your account.
We hope that We can satisfy queries you may have about the way we process your Personal Data.
However, if you
have unresolved concerns you also have the right to complain to competent data protection
authorities.
- YOUR CHOICES ABOUT HOW WE USE AND DISCLOSE YOUR PERSONAL DATA
We strive to provide you with choices regarding the Personal Data that you provide to Us. The
following
mechanisms give you the following control over your Personal Data:
Cookies/Similar Technologies. You manage your
consent via
(i) our consent management solution or (ii) your browser so as to refuse all or some cookies/similar
technologies, or to alert you when they are being used. Please see Section 3 above.
Advertising, marketing and promotions. If you wish to
have your
Personal Data used by Nespresso to promote its products or services, you
can indicate
so through the relevant tickbox(es) located on the registration form or by answering the question(s)
presented
by our Trade demonstrators, CRC or boutique representatives. If you decide that you no longer wish
to receive
such communications, you can subsequently unsubscribe from receiving marketing-related
communications at any
time, by following the instructions provided in each such communication. To opt-out of marketing
communications
sent by any medium, including third party social networks, you can opt-out at any time by logging
into the
Websites/apps or third party social networks and adjusting your user preferences in your account
profile by
unchecking the relevant boxes or by calling our CRC. Please note that, even if you opt-out from
receiving
marketing communications, you will still receive administrative communications from Us, such as
order or other
transaction confirmations, notifications about your account activities (e.g. account confirmations,
password
changes, etc.), and other important non marketing related announcements.
Personalization (offline and online): Where required by law, if
you wish to
have your Personal Data used by Nespresso to provide you with a
personalized
experience/targeted advertising & content, you can indicate so through the relevant tickbox(es)
located on
the registration form or by answering the question(s) presented by our Trade demonstrators, CRC or
boutique
representatives. If you decide that you no longer wish to benefit from this, you can opt-out at any
time by
logging into the Websites/apps and adjusting your user preferences in your account profile by
unchecking the
relevant boxes or by calling our CRC.
Interest Based Advertising. We partner with ad
networks and other
ad serving providers (“Advertising Providers”) that serve advertising on behalf of Us and other
non-affiliated
companies on the Internet. Some of those advertisements are tailored to your interests based
on
information collected on Nespresso sites or on non-affiliated websites
over
time. You can visit www.aboutads.info/choices to
learn more about this type of advertising, as well as about how to opt-out of interest-based
advertising
practices from companies that participate in the Digital Advertising Alliance’s (“DAA”)
self-regulatory program.
Additionally, you can opt-out of this type of advertising in mobile applications from companies that
participate
in the DAA’s AppChoices app by downloading the app from the iOS or Android app store. You can
also stop
the collection of precise location data from a mobile device by accessing your device location
service settings.
- CHANGES TO OUR NOTICE
If We change the way We handle your Personal Data, We will update this Notice. We reserve the right
to make
changes to our practices and this Notice at any time, please check back frequently to see any
updates or changes
to our Notice.
- DATA CONTROLLERS & CONTACT
To ask questions or make comments on this Notice and our privacy practices or to make a complaint
about our
compliance with applicable privacy laws, please contact Us at: mail srb.dataprivacy@sf1coffee.com or writing to us SF1
Coffee, Kralja Aleksandra 12/3/57, Novi Sad, Srbija or call our CRC on 0800 90091.
You can also contact our Data Protection Officer via email at: mail srb.dataprivacy@sf1coffee.com or writing to us SF1
Coffee, Kralja Aleksandra 12/3/57, Novi Sad, Srbija
We will acknowledge and investigate any complaint about the way We manage Personal Data (including a
complaint
that We have breached your rights under applicable privacy laws).
Data controllers
Nestlé Nespresso SA
Avenue de Rhodanie 40, 1007 Lausanne,
Switzerland
Responsible for
All activities
Data controllers
Nestlé Treasury International S.A. 7,
Rue Nicolas Bové L - 1253 Luxembourg
Responsible for
Website/app related payment card operations.
Point to note: in certain limited cases, another Nestlé or Nespresso entity might be
behind the
processing of your payment card details.
Data controllers
SF1 Coffee,
Kralja Aleksandra 12/3/57,
Novi Sad, Srbija
Responsible for
All activities
