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Nespresso Deutschland GmbH
As of: August 2023, Version: 5 - August 22, 2023
The following summary is intended to help you better understand the recent changes to our privacy policy and their impact on you:
We hope you find this information helpful and provide you with a clear understanding of how Nespresso processes personal data.
SCOPE
Please read this privacy statement ("Statement") carefully to understand our policies and practices regarding your personal data and how we will treat it.
If you do not agree to this Statement or do not otherwise provide us with necessary personal data (we will inform you when this is the case, for example when you enter information in our registration forms),
(a) you should not use our websites or apps and cannot become a Nespresso customer and
(b) it may not be possible for us to deliver our products to you and/or perform services for you.
This Statement explains how your personal data is collected, processed, and disclosed by the respective Nespresso company - as described under the "Controller and Contact" section (Section 11) ("Nespresso", "We," "us"). It also informs you about how you can access and update your personal data and about the options you have regarding the use of your personal data.
This Statement covers both the collection of data online and offline, including personal data that we collect from different sources, e.g., websites, apps, third-party social networks, customer centers, boutiques, points of sale, and events. Please note that we may combine personal data collected via one method (e.g., a Nespresso website) with personal data collected via another method (e.g., a Nespresso event). In this context, we combine personal data originally collected by different Nespresso companies. Please refer to Section 8 of this Statement for more information on how to object to these measures.
If you fail to provide us with necessary personal data (we will inform you of what is considered necessary, for example by clear indication in our registration form), it may not be possible for us to provide you with our goods and/or services.
This Statement may change from time to time (see Section 10 for more details).
This Statement provides important information in the following areas:
1. ORIGIN OF PERSONAL DATA
2. PERSONAL DATA WE COLLECT ABOUT YOU AND HOW WE COLLECT IT
3. COOKIES/SIMILAR TECHNOLOGIES, LOG FILES, AND WEB BEACONS
4. HOW WE USE YOUR PERSONAL DATA
5. DISCLOSURE OF YOUR PERSONAL DATA
6. RETENTION OF PERSONAL DATA
7. DISCLOSURE, STORAGE, AND/OR TRANSFER OF YOUR PERSONAL DATA
8. ACCESS TO YOUR PERSONAL DATA
9. YOUR OPTIONS REGARDING OUR HANDLING OF YOUR PERSONAL DATA AND THE SHARING OF YOUR DATA
10. CHANGES TO THIS STATEMENT
11. CONTROLLERS AND CONTACT
1. ORIGIN OF PERSONAL DATA
This statement applies to all personal data we collect from you or about you. Section 2 outlines the methods by which we collect your personal data. We use the following sources for this purpose:
Nespresso Websites:
Consumer-oriented websites operated by or for Nespresso, including pages running on our own domains/URLs and mini-sites operated on third-party social networks like Facebook ("Websites").
Nespresso Mobile Sites/Apps:
Consumer-oriented mobile sites or applications operated by or for Nespresso, such as smartphone apps.
Emails, SMS, and other electronic messages:
Any electronic communication between you and Nespresso.
Nespresso Customer Centers:
Calls to customer centers.
Nespresso Boutiques:
Stores operated by Nespresso.
Offline Registration Forms:
Print versions of registration and similar forms that we collect, for example, by post, during demonstrations in our stores, contests, or other promotional activities or events.
Points of Sale:
Demonstrators in third-party stores that assist you with the registration of your machine and coffee orders.
Data from Other Sources:
Third-party social networks (such as Facebook, Google) or market research surveys (if feedback was not given anonymously).
Depending on how you interact with Nespresso (online, offline, by phone, etc.), we collect various types of personal data about you. The methods of collection are described below.
Personal Contact Information:
This data includes any information you provide to us that enables us to contact you, such as your name, postal address, email address, details from social networks, or your phone number.
Account Login Information:
Any information required to give you access to your account profile, such as your login ID/email address, username, password (in non-recoverable format), and/or security question and its answer.
Demographic Information and Interests:
Any information describing your demographic or behavioral characteristics, such as your birthdate, age, or age group, gender, geographic location (e.g., your zip code), your favorite products, hobbies and interests, and data concerning your household or lifestyle.
Technical Information About Your Computer/Mobile Device:
Any information about the computer system or other technological devices 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, the operating system, and the type of web browser (version/type). When you access a Nespresso website or app using a mobile device like a smartphone, we may also collect – where permissible – the unique device identifier of your phone, advertising ID, location data, and other similar data about your mobile device.
Information About Your Use of Our Websites and Communication with Us:
When you browse our sites and interact with our websites and newsletters, we use automated data collection technologies to capture certain information about your visit. 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 response times, download errors, and the duration of visits to certain pages. This information is collected through automated technologies such as cookies (browser cookies, flash cookies) and web beacons and is also collected through third-party tracking services. You have the right to object to the use of these technologies. For more information, please see Section 3.
Market Research and Consumer Feedback:
This includes information about your experience with our products and services that you voluntarily share with us.
Consumer-Generated Content: This refers to any content you create yourself and then share with us on third-party social networks or upload 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 content. Where permissible, we collect and publish content generated by consumers in connection with various activities, including contests and other promotions, community features, consumer engagement, and networking (on third-party social networks).
Information from Third-Party Social Networks:
This concerns any information you publish 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 have allowed the third-party social network to share with us. Examples include basic information about your account (e.g., name, email address, gender, birthday, current location, profile picture, user ID, friend lists, and posts or PMs you leave on Nespresso social media pages, etc.) and any other additional information or activities where you have allowed the third-party social network to share. We receive your profile information from the third-party social network (or parts of it) every time you download something on a Nespresso web application on a third-party social network like Facebook or interact with us through a third-party social network. To learn more about how your data from social networks is obtained by Nespresso or to object to the sharing of this data from social networks, please visit the website of the relevant third-party social network.
Payment and Financial Information:
Any information we need to process an order or that you use for a purchase, such as your debit or credit card details (name of cardholder, card number, expiration date, etc.) or other payment forms (if available). In any case, we and our payment service providers handle payment and financial information in compliance with applicable laws, regulations, and security standards such as PCI DSS.
Calls to Our Customer Center:
For local operational reasons (e.g., for quality control or training purposes), communication with our customer center is recorded and listened to, where permitted by applicable laws. Payment card details are not recorded. If required by law, we will inform you at the beginning of the conversation about the recording.
Email:
We analyze your interactions with our content (e.g., clicks, opening of emails) to send you personalized information based on your interests and preferences.
3. COOKIES/SIMILAR TECHNOLOGIES, LOG FILES, AND WEB BEACONS
Cookies/Similar Technologies:
Please refer to our Cookie Policy for information on how to manage your cookie settings. There, you will also find more information about the cookies we use and the purposes for which we use them.
Log Files:
We collect information in the form of log files that store activities on websites and gather statistical information about your browsing habits. These details are automatically generated and help us fix errors, improve the performance of the websites, 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 webpage or in an email to transmit data back to us. The information collected through web beacons includes details such as IP addresses and information about how you respond to email campaigns (e.g., what time the email was opened, which links in the email you clicked, etc.). We use web beacons on our websites or integrate them into the emails we send you. We use web beacon information for various purposes, including but not limited to, website traffic data reporting, visitor numbers, advertising, email auditing and reporting, and personalization.
The following sections describe the different purposes for which we collect and process your personal data and the different categories of personal data that are collected for each purpose. Please note that not all of the listed usage types will be relevant to every individual.
How We Use Your Personal Data |
Our Reasons |
Our Legitimate Interests |
|---|---|---|
| Customer Service. We use your personal data for customer service purposes, including responding to your inquiries. This typically requires the use of specific personal contact information and details about the nature of your inquiry (e.g., order status, technical issue, product question/complaint (including those forwarded through our communication channels or social media), general inquiry, etc.). |
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| Contests, Marketing, and Other Advertising. With your consent (where required), we use your personal data to provide you with information about goods and services (e.g., marketing communications or campaigns or promotions). This may be done through emails, advertisements, SMS, calls, and postal mailings, where permitted by applicable law. Some of our campaigns and promotions are run on third-party websites and/or on social media. Your use of your personal data in these contexts is voluntary, meaning that you can object to the processing of your personal data for these purposes (or withdraw your consent, where applicable). For detailed information on how to change your settings regarding marketing communications, please read the official notices or details related to the specific contest/promotion. |
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| Third-Party Social Networks. We use your personal data when you interact with features of third-party social networks, such as "Like" functions, which provide you with advertising and involve you in third-party social networks. To learn more about how these features work, including the profile data we receive about you, and to find out how to object, please read the privacy notices of the respective third-party social network. |
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| Personalization (Offline and Online). With your consent (where required), we use your personal data (i) to analyze your preferences and habits, (ii) to anticipate your needs based on our analysis of your profile, (iii) to enhance and personalize your experience on our websites and apps, (iv) to ensure that content from our websites/apps is optimized for you and your computer or device, (v) to provide you with targeted advertising and content, and (vi) to allow you to participate in interactive features, if you choose to do so. For example, we remember your login ID/email address or username so that you can quickly log in during your next visit to our website, or so that you can easily retrieve the items you placed in your shopping cart. Based on this kind of information and with your consent (where required), we also show you specific Nespresso content or promotions that are tailored to your interests. Your use of your personal data for these purposes is voluntary, meaning that you can object to the processing of your personal data for these purposes. Detailed information on how to object is provided in Section 8 below. |
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| Order Processing. 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 includes the use of specific personal data and payment information. |
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| Other General Purposes (e.g., internal research or market research, analysis, security). In accordance with applicable laws, we use your personal data for other general business purposes, such as conducting internal research or market research and measuring the effectiveness of advertising campaigns. We reserve the right to merge accounts for club accounts. We also use your personal data to ensure our security. |
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| 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 share your personal data with our successors. We will also disclose your personal data to third parties (i) when required by law; (ii) in response to a court order; (iii) in response to a competent law enforcement agency’s request; (iv) to protect our rights, privacy, safety, or property, or the public; or (v) to enforce the terms of an agreement or the terms of use of our website. |
5. DISCLOSURE OF YOUR PERSONAL DATA
In addition to Nespresso / Nestlé entities or local ad-hoc partners (responsible for Nespresso activities) mentioned in the section "Controller and Contact" (see Section 11), we share your personal data with the following types of third-party organizations:
Service Providers.
These are external companies we use to run our business (e.g., order fulfillment, payment processing, fraud detection and identity verification, website operation, market research companies, support services, promotions, website development, data analysis, customer communications, etc.). Service providers and their selected staff are only allowed to access and use your personal data on our instructions and only for the specific tasks they need to perform, and they are required to keep your personal data confidential (see Section 11 to contact us).
Credit Reporting Agencies / Debt Collection Agencies.
Where legally permissible, credit reporting agencies and debt collection agencies are external companies we use to assist us in verifying your creditworthiness (especially for orders on account) or collecting outstanding invoices.
Third Parties 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 parties for their own marketing purposes. The identity of the third party will be disclosed at the time your consent is sought.
Recipients (Third Parties) Using Personal Data for Legal Reasons or Due to Mergers / Acquisitions.
We disclose your personal data to third parties for legal reasons or in the context of a merger or acquisition (details see Section 4).
6. STORAGE OF YOUR PERSONAL DATA
In accordance with applicable laws, we will use your personal data for as long as necessary for 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 (details see Section 4 above) will be retained for a duration permitted by applicable laws.
7. DISCLOSURE, STORAGE, AND/OR TRANSFER OF YOUR PERSONAL DATA
We employ a range of reasonable precautions (described below) to ensure the confidentiality and security of your personal data. However, please note that these safeguards do not apply to information you choose to share in public areas such as third-party social networks.
Individuals who can access your personal data.
Your personal data will be processed by our authorized employees or agents on a need-to-know basis, depending on the specific purposes for which your personal data was collected (e.g., our customer care employees have access to your customer record).
Operating environment measures.
We store your personal data in operating environments that use reasonable security measures to prevent unauthorized access. We follow reasonable standards to protect personal data. Unfortunately, the transmission of information over the Internet is not entirely secure, and while we do our best to protect your personal data, we cannot guarantee the security of data transmitted through our websites/apps.
Measures you should 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 is difficult for others to guess and never reveal your password to anyone else. You are responsible for keeping this password confidential and for all use of your account. If you are using a shared or public computer, never allow your login ID/email address and/or password to be stored by the computer, 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/apps.
Transfer of your personal data.
The storage and processing of your personal data as described above require that your personal data may ultimately be transferred/transmitted and/or stored at a destination outside your home country, 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 partners in the respective country), including to countries with different data protection standards than those which apply in the EEA. We (i) have implemented standard contract clauses approved by the European Commission to protect your personal data (and you have the right to request a copy of these clauses by contacting us as described below) and/or (ii) rely on your consent (where legally permissible).
8. ACCESS TO YOUR PERSONAL DATA
Access to your personal data. Where permitted 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 about the source of your personal data.
These rights can be exercised by sending us an email at DEKontakt@nespresso.com or writing to us at
Nespresso Deutschland GmbH
Speditionstraße 23
40221 Düsseldorf
Additional rights (e.g., modification or deletion of personal data).
Where permitted by law, you, your heirs, representatives, and/or proxies can (i) request the deletion, portability, correction, or rectification of your personal data; (ii) object to the processing of your data; (iii) restrict the use and disclosure of your personal data; and (iv) withdraw your consent to any of our data processing activities. Please note that under certain circumstances, we may not be able to delete your personal data without also deleting your user account. We may need to retain some of your personal data even after you have requested deletion to meet our legal or contractual obligations. It may also be permitted by law to retain some of your personal data to fulfill our business purposes.
If available, our websites have a special feature allowing you to review and edit the personal data provided by you. Please note that we require our registered customers to verify their identity (e.g., login ID/email address, password) before they can access or make changes to their account information. This is to prevent unauthorized access to your account.
We hope that we can answer any questions you have about how we process your personal data. If you have unresolved concerns or issues, you also have the right to lodge a complaint with the relevant data protection supervisory authority.
9. YOUR OPTIONS REGARDING OUR HANDLING OF YOUR PERSONAL DATA AND DATA SHARING
We strive to provide you with options regarding the personal data you provide to us. The following mechanisms give you control over your personal data:
Cookies/Similar Technologies.
You can manage your consent through (i) our consent management solution or (ii) your browser to reject all or some cookies/similar technologies or to alert you when they are being used. See Section 3 above.
Advertising, Marketing, and Promotional Campaigns.
If you wish for your personal data to be used by Nespresso for the promotion of Nespresso products or services, you can indicate this through the relevant checkboxes on the registration form or by answering questions from our demonstrators, customer centers, or boutique representatives. If you decide you no longer want to receive such communications, you can opt out of receiving marketing-related communications at any time by following the instructions in each of these communications. If you wish to opt out of marketing communications sent by any medium, including third-party social networks, you can unsubscribe at any time by logging into the respective third-party websites/apps or social networks and adjusting your user settings in your account profile, disabling the respective checkboxes, or calling our customer center. Please note that even if you opt out of 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 essential communications that are not marketing-related.
Personalization (Online and Offline).
If you wish for your personal data to be used by Nespresso to provide you with a personalized experience/targeted advertising and content, you can indicate this through the relevant checkboxes on the registration form or by answering questions from our demonstrators, customer centers, or boutique representatives (if required by law). If you decide you no longer want to benefit from this, you can opt out at any time by logging into the websites/apps and adjusting your user settings in your account profile, disabling the respective checkboxes, or calling our customer center.
Interest-Based Advertising.
We work with advertising networks and other ad serving providers ("Ad Providers") that serve ads for us and other non-affiliated companies on the internet. Some of these ads are tailored to your interests, based on information collected over time on Nespresso websites or on non-affiliated websites. You can visit www.aboutads.info/choices to learn more about this type of advertising, as well as how to opt out of interest-based advertising practices from companies participating in the Digital Advertising Alliance ("DAA") self-regulatory program. Additionally, you can opt out of this type of advertising from companies participating in the DAA's AppChoices app in mobile applications 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's location settings.
If we change the way we use your personal data, we will update this statement. We reserve the right to make changes to our practices and this notice at any time. Please check this statement regularly for updates or changes to our notice.
To ask questions or provide comments about this statement and our privacy practices, or to file a complaint about our compliance with applicable privacy laws, please contact us at: Nespresso.com or email us at DEKontakt@nespresso.com or call our customer center at 0800 18 18 444.
You can also contact our Data Protection Officer via email at Datenschutz-ND@de.nestle.com or by mail at:
Nestlé Deutschland AG
Data Protection Officer
Lyoner Str. 23
60528 Frankfurt am Main, Germany.
Additionally, you have the right to lodge a complaint with a data protection supervisory authority.
Entities responsible for data processing |
Responsible for |
Nestlé Nespresso SA |
All activities |
Additionally, all the following Nespresso / Nestlé companies or local ad-hoc partners |
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Nespresso Deutschland GmbH |
All activities in Germany |
Nestlé Kaffee und Schokoladen GmbH |
All marketing activities of Nestlé Kaffee und Schokoladen GmbH for which consent from the recipients of these activities is obtained |
Sift Science, Inc. |
Identify and prevent fraudulent activity on your account in real time. Information shared with Sift is handled by Sift in accordance with their privacy policy, available at https://sift.com/service-privacy |
