Privacy notice

1. Who we are

Emaldo ApS, a Danish company, is the data controller for the personal data described in this notice — that means we decide why and how it is processed.

Emaldo AB, our Swedish group company, issues invoices to installer companies for cases in Sweden and Finland.

How to reach us about your data

privacy@emaldo.com. You can write to us in your own language.

2. If you are a homeowner or end-customer

This section applies to you if an Emaldo® product is installed at your home and a service case is opened about it.

What we collect

• Your name, email address and phone number
• The address where the product is installed, and its map position
• Photos of the installation and its surroundings, taken during troubleshooting or a service visit
• The serial numbers (device IDs) of the affected hardware, and of any replacement units fitted
• Descriptions of the fault, error codes, and the correspondence on your case
• Visit details: when a technician was booked, arrived and finished, and the outcome of the visit
• If your case ends with a formal investigation report, that report includes your name, the site address and a summary of the case

We do not ask for, and do not want, any sensitive personal data (such as health information). Please do not include it in messages or photos.

Where your data comes from

Often not from you directly. Your case usually starts in one of two ways:

• You (or someone in your household) contact Emaldo® support, and the support ticket is escalated into a service case; or
• The installer company that fitted your system reports the fault and gives us your name, address and contact details so we can arrange the fix.

We tell you this plainly because data-protection law (Article 14 GDPR) requires us to be clear when your data reaches us from someone else. If your case was opened by your installer, the first email or status page you see from us is likely the first time you hear from us — this notice is linked there so you know what is going on.

Why we use it, and our legal grounds

Who receives your data

We share your data only with those who need it to resolve your case:

• The installer company handling your case — they see the case details needed to accept, perform or respond to the work
• The technician who performs your visit — an Emaldo® field technician or one of our vetted subcontractor service partners; they see your name, contact details, the installation address and the case details needed to carry out the visit
• The warehouse shipping your replacement — our logistics partners (H. Daugaard for Denmark, the Czech Republic and the Netherlands; BGM for Sweden and Finland) receive the delivery name, phone number and address when hardware is shipped to your home, plus the device IDs
• Our technical review team for hardware faults — specialist reviewers assess the technical evidence on your case
• Service providers that run the platform for us, under data-processing agreements: Supabase (database and file storage, hosted in Frankfurt, EU), Vercel (application hosting), Resend (sending our emails), Mapbox (converting the installation address into a map position — only the bare address is sent, never your name), Zendesk (support ticketing), and our accounting systems Visma e-conomic (Denmark) and Fortnox (Sweden) — the accounting systems receive invoice data about installer companies, not about you

International transfers

Your data is stored in the EU (Frankfurt, Germany). Some of our service providers are US companies or have US parents, which can involve transfers outside the EU/EEA. Where that happens we rely on approved safeguards.

How long we keep it

• Your case data — including your name, contact details, address, photos and the investigation report — is automatically anonymised 3 years after your case closes. After that, only a de-identified case skeleton remains (case number, timeline, device serial numbers and hardware history), which can no longer be linked to you.
• Draft intake data created before a support ticket becomes a case is deleted when the case is created, and any stale drafts are purged after 90 days.
• Return-shipment records (pallet photos, shipping labels) are pruned on the same 3-year schedule.
• Invoices must be kept longer under bookkeeping law — 5 years in Denmark and 7 years in Sweden. Those invoices identify the installer company and the device serial numbers; they never contain your name or contact details.

Your rights

You have the right to:

• Access the personal data we hold about you (Art. 15)
• Correct it if it is wrong (Art. 16)
• Have it erased (Art. 17) — subject to the bookkeeping exemption above
• Restrict or object to processing based on our legitimate interests (Art. 18, 21)
• Data portability where it applies (Art. 20)

Write to privacy@emaldo.com. We will respond within one month. You will never be charged for exercising your rights.

You can also complain to a supervisory authority: our lead authority is Datatilsynet in Denmark (datatilsynet.dk), or you may contact the data-protection authority in your own country.

3. If you are a contact person at an installer company

This section applies to you if you work for — or are — an installer company that installs or services Emaldo® products.

What we collect

• Your name, work email address and phone number, as the company's contact person
• The company's address, VAT/CVR registration number, Emaldo® partner-programme tier, and whether a service disclaimer is on file
• Case records that name you or your company: case assignments, acceptance and decline responses, paid-service responses, on-site sign-offs
• Invoicing records in our accounting systems (customer numbers, case references, labour hours, device serial numbers)

If you are a sole trader, the company data above is also your personal data — including the VAT number.

Where it comes from

Mostly from your company's Emaldo® B2B account (synced from our Shopify B2B store) and from the support process — not necessarily from you personally.

Why we use it, and our legal grounds

Who receives it, and transfers

The same platform service providers listed in section 2 process this data on our behalf. Invoices for Danish, Dutch and Czech cases are raised in Visma e-conomic by Emaldo ApS; invoices for Swedish and Finnish cases are raised in Fortnox by Emaldo AB. International transfers are as described in section 2.

How long we keep it

• Contact-person details are kept while the partnership is active.
• When a case is anonymised after 3 years, a snapshot of the installer contact details on that case is deliberately retained, because it is part of the invoicing and bookkeeping record.
• Booked invoices are kept for the statutory bookkeeping periods above.

Your rights

The same rights and contact route as in section 2 apply: write to privacy@emaldo.com, response within one month, and you may complain to Datatilsynet or your local authority.

4. If you are a field technician

If you carry out service visits through this platform — whether as Emaldo® staff or through a subcontractor — a separate, more detailed transparency note for technicians explains what the platform records about your work: the timed on-site window, the location check at the start and end of a visit (only the result of the check is stored — within range, outside range, or no reading — never your coordinates), and how workload and performance figures are used. You receive that note through your employer or your subcontractor organisation before you first use the platform. Questions: privacy@emaldo.com.

5. Automated decisions

We want to be straightforward about what the system does on its own:

• Service cases can be automatically assigned to a technician based on the service area the installation address falls in. This allocates work internally; it makes no decision about you.
• Invoices and charges to installer companies can be automatically drafted by the system — for example when replacement hardware ships. Every draft is reviewed and booked by a person in our finance team before it becomes an actual invoice. Nothing is booked automatically.

We do not make any decision based solely on automated processing that has legal or similarly significant effects on you.

6. Changes to this notice

We will update this notice when the service changes in a way that affects your data — for example a new service provider or a new market. The current version always lives at this address, with its effective date at the top. For significant changes affecting you, we will draw your attention to the update in our next communication with you.