General Terms and Conditions
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The Luxembourg law of 2nd august 2002 and the regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR) governs Telindus' processing of personal identifying information for the protection of persons in the context of treating personal data.
Collection of personal data
We collect information that:
you give us on applications, surveys, registration forms…;
- you give us during events and seminars where there is an exchange of business cards;
- you give us when you make a purchase (product, services or training);
- you give us for human resources purposes during application processes;
We process this Information:
- to ensure requested services and products delivery;
- to execute a sales contract;
- to optimaly organize an event;
- to inform you about news from Telindus, new technologies, new services...
- to process transactions (purchase/accounting data);
- to respond to your queries and applications.
Specific information on privacy for professional customers and their end users
Telindus as data controller
Telindus may act as a data controller for the customer's contact persons details which would be collected by Telindus.
This data is used by Telindus for delivering the requested services, for billing, for dispute management, for detecting fraud and infringements against Telindus, its employees, customers or suppliers, for improving product and service quality, for internal reporting purposes, for the planning and organization of infrastructure and recording in our ticketing tool, for market research and to invite the customer or its end users to test products and services, , services and offers more relevant to the customer or its users. In addition, certain personal data may be processed due to a Telindus legitimate interest, such as promoting its products and services. Some personal data may also be processed as Telindus has a legal obligation to do so, e.g. at the request of the competent authorities.
Telindus delegates to professional customers the obligation to provide the following important information to its end users:
- information about the processing of personal data of end users by Telindus, which acts as a data controller for the purposes mentioned in the paragraph above;
- the way in which users can exercise their rights with regard to their personal data, as described further in this chapter;
- the retention period of the personal data collected by Telindus: personal data is stored for a maximum of 10 years after the contract with the customer ends.
Telindus as data processor
Telindus acts as a data processor whenever it processes personal data at the customer's request. This is the case for personal data:
- which the customer stores in Telindus' data centers or cloud (e.g. hosting, outsourcing, maintenance and support, housing, and other Cloud services);
- which the customer enters in a tool made available by Telindus;
- which the customer entrusts to Telindus for the purpose of configuring the service.
Other data processors or "sub-processors"
When Telindus acts as a data processor for personal data of the customer or its end users, it can be assisted by sub-processors. Telindus remains liable to the customer for the protection of the personal data of the customer's end users.
Rights of the end users of professional customers regarding their personal data
The end users of professional customers have the right to access, rectify and delete their personal data
and must go first to Telindus’ professional customer to exercise these rights.
Telindus’ professional customer will then contact Telindus for such request.
Online specific statement
Telindus is committed to taking reasonable steps to protect the individual identifying information that you provide to us.
Collection of data for statistics and reporting
When you link up to the Telindus website to view information or to download files, we automatically collect the following data: type of domain name used to gain access to the Internet (f.e.com, .org), IP address attributed during the connection, date and time of access to the website, duration of website/page visit, browser used, the operating system or platform installed on your personal computer or the access device used, search engine and meta tags used to track the Telindus website on the web, type and nature of files or information that has been downloaded. These log files are intended to map the number of visitors on various sections of our website and to continuously improve the content of the website.
A cookie is a small data file that certain websites write to your hard drive when you visit them. A cookie file can contain information such as a user ID that the website uses to track the pages you've visited, but the only personal information a cookie can contain is information you supply yourself. A cookie cannot read data off your hard disk or read cookie files created by other websites. When accessing information stored in a database format, a basic version of cookies is used to transfer an answer to the user who has initiated a question. Nowhere on the Telindus website however are cookies being used that store specific information on the user or surfer. Cookies on the Telindus website serve a more functional purpose i.e. they are generated by an IIS web server (Internet Information Server), stored in the memory of the browser implicating they disappear once the browser session has been terminated.
Links to external websites
Processing of information collected
Your personal data will be gathered and processed in accordance with any applicable data privacy laws:
- the Luxembourg Law of August 2nd, 2002 on the Protection of Persons with regard to the Processing of Personal Data;
- the Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR).
To the extent permitted by applicable laws, we share information between Telindus' affiliates in Luxembourg. To respond to your enquiries, it can happen that we share personal information with our partners, our parent company (Telindus Group), or other Telindus offices in Europe. This is done when they perform services on our behalf.
Thereby, your collected personal information will be stored and processed in Luxembourg and may be transferred to Telindus international suppliers (for example for the performance of requested services on behalf of Telindus).
Personal information may also be disclosed by Telindus if required by a legal provision or judicial or administrative decision.
How we protect information
We strive to protect your data and safeguard it from unauthorized individuals. We commit ourselves to ISO certifications what expresses our responsibility on processing data in a safe and secure way.
We have taken technical and organizational measures to protect databases on which your data is kept, against unauthorized access, unauthorized use, theft or loss. Our security measures are regularly evaluated and adapted so that we can continue to provide a high level of protection.
Rights to access, rectify and delete ("Right to be forgotten")
You have the right to access, rectify, and delete your personal data. You have the right to obtain from the controller restriction of processing (when one of the GDPR conditions applies) and the right to data portability for the data you provided to Telindus.
To do so, send a request (dated and signed) with a copy of your identity card to our Legal Department, (TELINDUS SA / Legal Department (DPO), 81-83, Route d’Arlon L-8009 STRASSEN) or to email@example.com.
However, it is important to note that a refusal to provide personal data or the exercise of such rights may result in the impossibility to carry out the required services for Telindus.
Contact details of the Telindus data protection officer
Address: TELINDUS SA / Legal Department (DPO), 81-83, Route d’Arlon L-8009 STRASSEN
Data protection authority
End users have the right to lodge a complaint with the data protection authority. For more information, see www.cnpd.lu.
Last update : 17/05/2018
What are cookies?
A cookie is a text file that is installed in the browser of your computer or mobile device by a website's server when you consult a website. The cookie contains a unique code which makes it possible for your browser to be recognized when you visit the website ("session" cookies) or during subsequent, repeated visits ("permanent" cookies). Cookies can be installed by the server of the website you visit or by partners of that website. A website's server can only read the cookies it has installed itself, and has no access to other information found in your computer or mobile device. Cookies are stored in the folder of your browser on your computer or mobile device. A cookie usually consists of the name of the server that placed the cookie, an expiry date, and a unique number code. Cookies generally make the interaction between the visitor and the website faster and easier, and help the visitor navigate between the different parts of a website. Cookies can also be used to make the content or advertisement on a website more relevant for the visitor, and can be adapted to his personal taste and needs. Cookies used on the Telindus Luxembourg website
Different kinds of cookies are used on Telindus Luxembourg website.
1. Necessary cookies
These cookies are indispensable for visiting our websites and using certain parts of the websites. For instance, they allow you to navigate between the different parts of the website and fill in forms. If you refuse these cookies, certain parts of the website will not work, or will not work optimally.
2. Functional cookies
Functional cookies are cookies that make it easier for our websites to work, make them more pleasant for visitors, and ensure that you have a more personalized browsing experience. For example, these cookies can remember your language choice or whether you were already asked to participate in a survey so that you are not asked again the next time you visit the website.
3. Performance cookies
We use performance cookies to obtain information about visitors' use of our websites, in order to improve the content of our websites, adapt them to the wishes of visitors, and make them more user-friendly. For instance, there is a cookie that counts the number of unique visitors, and a cookie that keeps track of the most popular pages. Managing cookies You can refuse the installation of cookies via your browser settings. You can also remove cookies already installed on your computer or mobile device at any time.
Mobile Telecom’s products and services
Telindus S.A. commercializes Tango’s services and products, in this respect, any related specific legal terms and conditions are available on the Tango S.A. website (http://www.tango.lu/en/business/support/legal-documentation), and include roaming and Net Neutrality specific terms (www.tango.lu/internetpolicy).
As from 1 January 2019, New General Conditions are applicable.
Albania, Australia, Bosnia and Herzegovina, Brazil, Canada, Cape Verde, China, Dominican Republic, Dominica (Island of), Egypt, French Polynesia, Hong Kong, India, Indonesia, Israel , Japan, Macedonia, Malaysia, Mexico, Montenegro, Morocco, New Zealand, Russian Federation, Serbia, Singapore, South Africa, Sri Lanka, Thailand, Turkey, Ukraine.
Afghanistan, Algeria, Anguilla, Antigua and Barbuda, Argentina, Aruba, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bolivia, Bonaire, St Eustatius and Sabah, Botswana, Burkina Faso, Burundi, Cambodia, Cameroon, Cayman Islands, Central African Republic Chad, Chile, Colombia, Comoros, Congo Brazzaville, Congo (Democratic Republic of the), Costa Rica, Côte d'Ivoire, Cuba, Curacao, Dominica (Island of), Ecuador, El Salvador, Equatorial Guinea, Fiji, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Iran Iraq, Jamaica, Jordan, Kazakhstan, Kenya, Korea (the Republic of), Kuwait, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Moldova, Mongolia, Mozambique, Namibia, Nauru, Nicaragua, Niger, Nigeria, Northern Mariana Islands, Pakistan, Palestine, Panama, Paraguay, Peru, Philippines, Puerto Rico, Qatar Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and the Grenadines, Samoa, San Marino, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Solomon Islands (the),Somalia, Suriname, Swaziland, Syrian Arab Republic, Taiwan (Province of China), Tajikistan, Tanzania, United Republic of Tonga, Trinidad and Tobago, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, Uruguay, Uzbekistan, Vanuatu, Viet Nam, Virgin Islands (British), Yemen, Zambia, Zimbabwe.
Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe islands, Finland, France, French Guiana, Germany, Gibraltar, Greece, Guadeloupe, Guernsey (Bailiwick of) Hungary, Iceland, Ireland, Italy, Jersey Iceland, Latvia, Liechtenstein, Lithuania, Malta, Man(Isle of), Martinique, Mayotte, Monaco, Netherlands, Norway, Poland, Portugal, Réunion, Romania, Saint Barthelemy, Saint Martin (French part), San Marino, Slovakia, Slovenia, Spain, St Pierre et Miquelon, Sweden, Switzerland, United Kingdom, United States of America.
ROW2 (zone d’exclusion, nos abonnements n’incluent pas ces destinations)
Angola , Armenia, Bahamas, Bhutan, Brunei, Djibouti, Ethiopia, Falkland islands, Honduras, Kyrgyzstan , Laos, Lebanon, Macau, Maldives, Myanmar, Nepal, New Caledonia, Papua New Guinea, Sao Tome & Principe, Sudan, Timor Leste, Togo, Tunisia, Venezuela.
Complaint Handling policy
What counts as a complaint?
Every dissatisfaction with any part of our services.
How do you complain?
Please talk to a member of our staff, preferably in the department you are complaining about, or through your usual technical/commercial contact which will try to solve any problem immediately. Alternatively, you can complain in one of the ways listed below: By email: firstname.lastname@example.org By writing to: Telindus S.A. 81-83, Route d’Arlon L-8009 STRASSEN When complaining, please provide us with: your full name, address and phone number; what has gone wrong with our services and as much information as you can communicate about your complaint: what kind of complaint is it? (administrative, financial, commercial, technical…); a complete problem description and if applicable, all details and references concerning our invoice and/or technical intervention report.
What happens after you’ve made a complaint?
We will try to solve your problem as quickly as possible. Step 1 : outcome Telindus will gather and investigate all relevant evidence and information in relation with your complaint. Telindus will provide an answer without undue delay and in any case, within a period which may not exceed one month between the date of receipt of your complaint and the date on which the answer has been sent. If an answer cannot be provided within this period, Telindus will inform you of the causes of the delay and will indicate the date on which its examination is likely to be achieved. Step 2 : escalation If you did not obtain an answer or a satisfactory answer at the level you submitted your complaint to in the first instance, Telindus’ complaint handling procedure gives you the possibility to rise the complaint up to the company’s management level (upon written request). Step 3 : procedure before the CSSF If the complaints handling at the management level did not result in a, for you, satisfactory answer, we will provide you with a full explanation of our position concerning the complaint and inform you in written form of the existence of the out-to-court complaint resolution’s procedure at the CSSF. A copy of the related CSSF 16-07 regulation and the different means to contact the CSSF to file a request are published on the CSSF’s website: www.cssf.lu.
Regulations covering our complaints handling procedure
Our complaints handling procedure is governed and defined in full compliance with the provisions of the PFS regulation. It reflects the concern for objectivity and search for truth and enables the identification and mitigation of any possible conflict of interests.