Privacy policy

This Privacy Policy describes how your production company Gluestream (hereinafter referred to as the "Company", "we", "our", "us") collects, uses, stores and protects personal data of users (hereinafter referred to as the "Users", "you") who interact with our website, online store or personal account.

At Gluestream, we pay special attention to the protection of personal data of our customers and website visitors. In this Policy, you will find information about what personal data we collect and process, on what basis the processing is carried out (with your consent or other legal reasons), for what purpose we use this data, to whom we may transfer it, and what rights you have regarding the processing of your personal data.

1. What personal data do we process?

When you use our services, we process various types of data to provide you with a high level of service and personalized offers. We collect information such as your username and password, contact information, and data about your activities on our website. This allows us to track what products or services you are interested in, what device you are using to access our site, which of our offers are of interest to you, and how best to improve our services to meet your needs. If you make a purchase or create an account, we also process your identification and order information that you have provided in your profile.

We process the following personal data:

  • Identification data: First and last name, username and password, taxpayer identification number (TIN) for individuals or TIN and VAT number for entrepreneurs if you are making a purchase or order on behalf of a company.
  • Contact information: Personal information that allows us to contact you, such as your email address, phone number, shipping address, billing address, and your social media profiles.
  • Preferences: Data in your account, such as saved addresses, mailing preferences, loyalty program memberships, shopping lists, monitored items, your ratings of products and services, and completed surveys.
  • Data about your orders: Information about the products and services you ordered, delivery and payment methods, including your billing account number, and information about any complaints or returns.
  • Data about your behavior on the website: Information about which products or services you viewed, which links you clicked, how you navigated the website and which parts of the screen you scrolled, as well as information about the device you used to access our website (e.g., IP address, location derived from the IP address, device identification, device specifications such as operating system, version, screen resolution, browser and browser version). We also use data obtained from cookies and similar technologies to identify the device.
  • Information about your behavior when interacting with our communications: Information about the time you opened our messages and the device on which you are reading them (e.g., IP address, location, device identification, technical parameters such as operating system, version, screen resolution, browser and version).
  • Derived data: Personal data obtained by analyzing your preferences, information about the goods and services you have purchased, and data about your online behavior and interactionswith our emails. Derived data may include information about your gender, age, financial situation, purchasing preferences, and attitudes toward various products and services.
  • Data related to your use of the call center: This can be records of phone calls to the call center, identifiers of messages you send, including data such as IP addresses.

We use this data solely to provide you with the best possible service and support, to improve our products and services, and to ensure the security of your personal data.

2. Why do we process personal data and on what basis do we do so?

We process your personal data for various purposes, depending on your interaction with our company, to ensure high quality of service, security, technology support, and to improve our services and products. Our website, user account, technology, and equipment catalog may use your data for such purposes:

  1. Traffic monitoring and website and account improvements: We collect data about your activity to analyze traffic, identify problem areas, test new features, and improve functionality. This allows us to continuously improve the user experience of our digital products.
  2. Manage your account and provide services: If you are registered in our account, we use your information to maintain your account, provide access to technology and materials, and customize your profile to meet your needs.
  3. Processing orders and fulfilling contracts: If you make a purchase or order services, we process your data to fulfill the order, ensure delivery of equipment, manage payments, issue invoices and fulfill other contractual obligations. This includes processing your name, contact details, delivery address, and information about the products you have purchased.
  4. Maintaining security and preventing misuse: We use data to protect our website, account, and technology from unauthorized access, attacks, and other activities that may threaten their security and stability.
  5. Personalization of offers and marketing: We may use your data to send you customized offers related to equipment or technology that you have viewed or ordered in the past. This allows us to offer you relevant products or services and provide a more personalized approach to your service.
  6. Compliance with legal obligations: We are required to process certain data to comply with applicable laws and regulations, including for accounting and tax reporting purposes.

Grounds for processing personal data:

  • Performance of the contract: We process your personal data to fulfill contractual obligations, for example, when placing an order, delivering goods or providing technical support.
  • Legitimate interests: We process your data on the basis of our legitimate interests, for example, to improve our products and services, to ensure the security of the website and account, or to monitor the quality of service.
  • Compliance with legal obligations: We may process your data to comply with legal requirements, such as maintaining records, providing information to regulatory authorities, etc.
  • Your consent: For certain types of processing, such as marketing or transferring data to third parties, we obtain your consent, which you can withdraw at any time.

We process personal data without your consent on the basis of the performance of a contract, our legitimate interests or the fulfillment of legal obligations. What processing we can do without your consent depends on your relationship with us:

  • Website visitor: We process your data to improve the functionality of the website, test new technologies, and prevent abuse.
  • Registered user: We process data to manage your account, provide access to your account, and provide you with personalized services.
  • Buyer or customer: We process data to fulfill your orders, organize delivery, issue invoices and process complaints.

We may also process your data if you are the recipient of ordered goods or services, if you communicate with us or visit our physical offices.

2.1. If you visit our website

2.1.1. Use of cookies and other technologies, transfer of data to advertising and social networks

When you visit our website, we may store and read small files, such as cookies, on your device. Cookies are small text files stored in your Internet browser or on your computer's hard disk. Some of them are stored only for the period of time you use our website (session cookies), while others remain on your device for a specified period of time (persistent cookies), being activated each time you visit our website.

In addition to cookies, we also use pixel tags (known as web beacons), which are small images that perform similar functions. Pixel tags are part of web pages and allow us to track user behavior on the website and collect statistical data. For the sake of simplicity, we will refer to all of these technologies as cookies.

We may use cookies both directly on our website and through third-party services for the following purposes:

1. Functional cookies: These cookies are necessary to ensure that our website functions properly. They allow you to:

  • To identify you when you navigate between pages on our website and when you return to our website, for example to save your shopping cart, login or preferences.
  • Store your preferences, such as the language or region you are in.
  • To record your consent to the use of cookies, as well as participation in surveys or other interactions.

2. Analytical cookies: We use these cookies to monitor traffic and visitor behavior on our website. This allows us to:

  • Evaluate the effectiveness of our website and optimize its content.
  • Test new features and updates.
  • Generate statistics and reports to analyze the popularity of certain pages and the effectiveness of marketing campaigns.

3. Marketing and targeting cookies: Used to collect data about your behavior on our website and on other websites. This allows us to:

  • Show you customized offers on our website according to your interest in products.
  • Send you targeted ads on other websites and social media.
  • Provide the functionality of automatic login to social networks such as Facebook, providing the ability to interact through "Like" buttons or sending notifications through Messenger services.

4. Cookies are for security purposes: They help us investigate possible misuse, detect unauthorized activity, and ensure the security of your account and our services.

To perform these tasks, we also allow certain third parties to store cookies on your device. These third- party cookies may be used to:

  • Collecting data about your behavior on our website and other websites.
  • Display individual offers and targeted advertising in advertising and social media.
  • Integrate with social networks to facilitate access to and interaction with our content.

We may share data about your online behavior with advertising and social media networks to create customized offers and targeted advertising that you see on other websites. We do not share any personally identifiable information (e.g., your name, contact information) with our partners. You can find a list of the partners we work with in the section "Who processes your personal data and to whom do we share it?".

How to manage cookies and privacy settings: You can adjust the use of cookies or block them completely in your browser settings. However, if you disable some functional cookies, our website may not function properly and you may not be able to use some of its features.

If you do not disable the use of third-party cookies and agree to their use through our website by clicking the "I understand" button or by continuing to use our website, this will be considered your consent to the use of cookies and the transfer of your data to advertising and social networks.

You can withdraw your consent at any time by disabling this feature in the Privacy Settings section.

2.1.2. Use of personal data of website visitors

If you visit our website, we might process data about your behavior on the website based on our legitimate interests (i.e. without your consent) for the following purposes:

  1. To improve functionality and service: We collect information about your activities on our website to analyze and improve the functionality of the site. This allows us to better understand your needs and improve our services to make your experience of using our website as comfortable as possible.
  2. Generating statistics and reports: We analyze traffic data, the popularity of individual pages, and the effectiveness of advertising. This allows us to determine the effectiveness of our website and advertising spend. For this purpose, we may obtain additional derived data from your behavior on the website and use it to create reports or provide pseudonymized data to our partners for the settlement of commissions.
  3. Testing new features and service improvements: We use your data to test new features and updates before rolling them out to avoid possible functionality issues and to ensure that your services are running smoothly.
  4. Ensuring security: We collect data to prevent possible attacks on our website and to ensure the stability and security of your data.

For these purposes, we process the following data:

  • The IP address of your device;
  • Your device's operating system, version, and language settings;
  • The browser you are using, its version and language settings;
  • The website address (URL) from which you accessed our website.

We store this data in pseudonymized form for a maximum period of 38 months. You have the right to object to this processing at any time.

Personalization of offers and targeted advertising

We also process data about your behavior on the website on the basis of our legitimate interests (without your consent) to create customized offers and targeted advertisements that we show you on our website. Our legitimate interest is to provide you with the most personalized offers possible. We analyze data about your behavior on the website, obtain additional derived data based on it, and group users into different categories, each of which receives its own unique offers.

For example, if you have viewed a particular piece of equipment or product on our website or clicked on it in an email we have sent you, we may display that product on the home page on your next visit.

Depending on the product you viewed, we may also identify your interest group and offer you similar products or services that may be of interest to you.

We use this data for 1 month to customize individualized offers and targeted advertising. You can disable this feature at any time in the Privacy Settings section.

2.2.  If you register with us

To register on our website Gluestream, you must first visit it, so the processing of your data described in the section "If you visit our website" also applies to you. After you have completed your registration, we additionally process your personal data as follows:

2.2.1. Processing on the basis of contractual performance

If you create an account on our website Gluestream, we process your identification and contact information, as well as your preferences and orders (if you place an order) on the basis of the performance of a contract with you, which does not require your separate consent. Data processing is necessary to enable us to properly manage your account, provide access to your personal account, and provide information about our products and services, including technology solutions and equipment catalog.

The contractual basis for such processing arises when you create your account. We store and process your personal data for the duration of your account. You can delete your account at any time at your request, which automatically terminates the processing of data related to your account.

2.2.2 Processing based on legitimate interest

If you create an account on our website Gluestream, we process your identification and contact information, your preferences, orders (if you purchase equipment from us), and information about your activity on the website and in your account without the need to obtain your consent based on our legitimate interests for the purpose:

  • To improve the quality of service: We use your data to better understand your needs and improve our products and services, to determine your satisfaction with our products, and to offer you customized recommendations based on analysis of your website and account usage.
  • Providing customized offers and targeted advertising: We may use your data to develop customized offers for equipment, technology or services that meet your needs. These offers may be sent to you by email, SMS, in messages on the website, through social media, or displayed as personalized banners on our website.

In order to prepare an individualized offer for you, we analyze your data mentioned above and create additional derived data based on it, which is used for the purposes indicated. We may use information about your behavior on the website and in your account even if you are not logged in to your account (for example, when we identify you using cookies). According to this data, we divide our users into different categories, and each category receives appropriate individual offers.

For example, if you have viewed a particular piece of equipment or technology on our website, we may display that product on the home page the next time you visit or send you an email with information about that equipment. Based on the products you have viewed, we may also determine which customer group you belong to and offer you similar products or additional services that may be of interest to you.

You can disable this feature at any time in the Privacy Settings section.

Based on our legitimate interests, we may also use your preferences and activity to test new features and improvements to the website and your account before implementing them.

We use your personal data for these purposes for the duration of your account. You may delete your account at any time or request that we stop processing your data.

You have the right to object to this processing at any time.

2.3.  If you are the recipient of goods or services ordered from us

If you are the recipient of goods or services ordered from our company, we process your identification and contact information for the following reasons:

1. On the basis of our legitimate interest:

  • To prepare, conclude and perform a contract with our client. It is in our legitimate interest to fulfill this contract.
  • To collect information to help us improve our services in the future, and to create internal statistics and reports. Our legitimate interest is to improve the quality of our services to meet customer needs.
  • For the defense of legal claims, internal reporting and quality control. It is in our legitimate interest to defend ourselves against possible claims and to monitor the proper provision of our services.

2. Based on the fulfillment of legal obligations:

  • To comply with legal requirements, such as tax and accounting obligations, as well as relevant regulations (e.g., the Value Added Tax Act and the Accounting Act).

3. To protect legal claims and internal records:

  • We store your data for the period necessary to process your order. After this period, we may continue to process the data on the basis of our legitimate interest in order to defend ourselves against possible legal claims and to ensure internal control.
  • The data is stored for the statute of limitations - 3 years from the date of order fulfillment and another 1 year after this period, taking into account the possibility of filing claims after the expiration of the statute of limitations.
  • In the event of judicial, administrative or other proceedings, we process personal data to the extent necessary for the entire duration of such proceedings and for the additional statute of limitations remaining after its completion.

In order to fulfill our legal obligations, we may store your personal data for up to 10 years from the date of placing the relevant order.

You have the right to object to this processing, where such processing is based on our legitimate interest, by contacting us at any time.

2.4. If you communicate with us through different channels

If you interact with our company through various communication channels, such as a call center, email, website chat, or social media, we may process your identification and contact information, as well as records of your communications (including audio recordings of conversations) based on our legitimate interest, without the need for separate consent, for the following purposes:

1. Fulfillment of your requests:

  • If your request relates to an order or service that has already been placed, we process your data to fulfill our contractual obligations.

2. Ensuring the quality of service:

  • To check whether we are fulfilling your requests properly and in a timely manner.
  • To confirm that your request has been accepted and processed, for example, when ordering goods or filing a complaint.

3. Improving the quality of our services:

  • To analyze and process the collected data in order to optimize and improve our services and customer service processes.

Personal data collected during communication is stored for 3 months. If you place an order through one of these channels, we may retain the data for the statute of limitations - 3 years from the date of completion of the order and another 1 year after the expiration of this period, taking into account the possibility of filing claims at the end of the statute of limitations.

In the event of judicial, administrative or other proceedings, we process personal data to the extent necessary to ensure the rights and legitimate interests for the entire duration of such proceedings and the additional period of limitation remaining after its completion.

You have the right to object to the processing of your data if it is based on our legitimate interest.

3. Who processes your personal data and to whom do we share it?

In most cases, we process your personal data for our own purposes as its administrator. This means that we determine the purposes for which we collect your data, the methods of processing it, and are responsible for their proper implementation. We share your data with our partners to ensure payment, delivery of goods, fulfillment of orders, provision of services, and to improve our service.

We may also transfer personal data to our processors who process it in accordance with our instructions, or to other controllers where this is necessary to fulfill contractual or legal obligations. In such cases, your data may be transferred:

  1. Payment partners - to process payments and ensure the security of financial transactions.
  2. Transportation companies - to organize the delivery of orders.
  3. To suppliers of goods and service centers - in case of need to fulfill orders or process complaints.
  4. Marketing platforms and social networks - with your consent, to display customized ads and analyze user behavior.

User rights:

You have the right to object to such processing of your personal data, as well as to request access to the data, its rectification, deletion or restriction of processing. To exercise your rights or to obtain additional information, please contact us through our contact details on the website.

4. From what sources do we receive personal data?

We receive your personal data from various sources, depending on the nature of your interaction with our company. We usually receive this data directly from you when you:

  • Interact with our website, register an account.
  • Communicate with us via email, phone, or chat.
  • You visit our offices or production facilities where video surveillance may be used for security purposes.

We may also receive additional information about you from our partners, such as:

  • Banks and financial institutions - to verify and process payments, in the case of loans or installment purchases.
  • Transportation companies - to ensure the delivery of orders, as well as to receive information on the status of shipments.
  • Payment systems and electronic payment services - to process transactions, confirm payments and prevent fraud.
  • Other service providers - to ensure the functionality of the website, improve the quality of service and implement marketing campaigns.

In the case of orders or services, we may receive additional data, such as your bank account number, payment status, delivery information, and terms of sale.

Additionally, we may collect information about your behavior on our website by using analytical tools to analyze user activity and record calls to the call center to improve the quality of service and fulfill your requests.

This data helps us to ensure proper order fulfillment, improve our services, and offer you a more personalized experience with our company.

5.  Sending data outside the EU

In some cases, we may transfer your personal data to countries outside the European Economic Area (EEA). This may happen when our partners or service providers are located outside the EEA or when we use third parties to perform certain tasks.

We always ensure that your data is adequately protected when we transfer it to third countries. If the country to which the data is transferred does not provide an adequate level of protection in accordance with European Union standards, we take the following steps:

  1. We apply Standard Contractual Clauses (SCCs) approved by the European Commission. These clauses are a legal instrument that provides an appropriate level of protection when transferring data outside the EU. You can read the text of the Standard Contractual Clauses here:  Standard Contractual Clauses.EU .
  2. We employ additional data protection safeguards, including a privacy policy, confidentiality obligations, and security measures to protect your personal data from unauthorized access, loss, or disclosure.

Data is transferred to non-EEA countries only when necessary to fulfill our contractual obligations to you or with your consent.

If you have any questions about the transfer of your data outside of the EU or would like to learn more about the protection measures we apply, please contact us using the contact information provided in this privacy policy.

6. What rights do you have when processing personal data?

When processing your personal data, you have the following rights:

1. The right to access personal data:

You have the right to know what data we process about you, for what purpose, for how long, where we obtained your personal data, to whom we transfer it, and what rights you have in connection with the processing of your personal data. You can contact us to request confirmation of the processing of your data and, if your data is processed, to access this data.

2. The right to rectification:

If you find that your personal data is inaccurate or incomplete, you have the right to request that it be corrected or supplemented immediately.

3. The right to erasure (also known as the "right to be forgotten"): 

You have the right to request erasure of your personal data if:

  • The data is no longer needed for the purposes for which it was collected.
  • You have withdrawn your consent to processing (in cases where processing was based on your consent).
  • You have objected to the processing and there are no other legitimate grounds for continuing to process the data.
  • The data was processed unlawfully or no longer meets the requirements of applicable law.

This right does not apply if the processing of your data is necessary to comply with our legal obligations or to defend our legal claims.

4. The right to restrict processing:

You may request restriction of processing of your personal data in the following cases:

  • You dispute the accuracy of the data, and we check its correctness.
  • The data is processed without a sufficient legal basis, but you wish to restrict the processing instead of deletion.
  • We no longer need the data for the stated purposes, but you need it to defend or exercise your legal claims.
  • You have filed an objection to the processing and we are considering its validity.

5. The right to data portability:

You have the right to receive your personal data that you have provided to us in a structured, commonly used and machine-readable format and to have it transmitted to another data controller, if technically feasible. This right only applies to data that is processed automatically on the basis of your consent or the performance of a contract.

6. The right to object to processing:

You have the right to object to the processing of your personal data if the processing is based on our legitimate interests. If you object to the processing of your data for marketing purposes, we will immediately stop the processing. For other processing purposes, we will only cease processing if there are no other legitimate grounds for continuing such activities.

7. The right to withdraw consent:

You have the right to withdraw your consent to the processing of personal data at any time if the processing is based on consent. The withdrawal of consent does not affect the lawfulness of the data processing until the withdrawal.

You can contact us to exercise your rights at any time using the contact information provided in this privacy policy. We will be happy to provide you with additional information and assist you in resolving any issues related to the processing of your personal data.

7. Changes to the Privacy Policy

We reserve the right to make changes to this Privacy Policy. If we make changes, we will notify you through our website or other available means of communication. We recommend that you periodically check for updates to this Policy.

8.  Contact information

If you have any questions about this Privacy Policy or would like to exercise your rights, please contact us at: office@gluestream.euor by phone: +380672331279,+380674618405.

 

Definition of terms:

1. “Personal data” means any information relating to an identified or identifiable individual (data subject).

2. “Data processing” means any operation or set of operations performed with personal data, both by automatic and non-automatic means, including collection, recording, systematization, storage, adaptation, alteration, recovery, use, transfer, distribution, blocking or deletion.

3. “Data controller” means a person who determines the purposes and means of processing personal data.

4. “Data Processor” means a person who processes personal data on behalf of the controller.

Data security:

We take all necessary measures to ensure the security of your personal data, including the use of data encryption, control of access to systems, and continuous monitoring of our services to prevent unauthorized access or loss of data. All data processing operations are carried out in compliance with the relevant legal requirements and best data security practices.

User responsibility:

Users are responsible for keeping their passwords and other access data secure. We are not responsible for the loss of access to the account if it is the user's fault. We recommend that you use complex passwords and avoid sharing your account.

Manage cookie settings:

You can adjust the use of cookies in your web browser or block them completely. To do so, please use your browser settings. Please note that some functional cookies are essential for the proper functioning of our website. Disabling these cookies may limit your ability to use certain features of the website.