Privacy policy

We process your personal data exclusively in accordance with applicable law, in particular the European General Data Protection Regulation (GDPR). The following information explains how we handle your personal data.

A. Overview

1. Data controller and data protection officer

This privacy policy applies to data processing by Lautsprecher Teufel GmbH, Budapester Straße 44, 10787 Berlin (hereinafter referred to as "Teufel").

Teufel’s data protection officer is

Mr Mario Arndt,

DEUDAT GmbH, Zehntenhofstr. 5b, 65201 Wiesbaden, Germany

Tel.: +49 611 950008-40

Fax: +49 611 950008-59

Email: support@helpall0rder.com

Our data protection officer is always available for any questions or suggestions about data protection.

2. Personal data

Personal data is any data that is directly or indirectly attributable to you or that can be attributable to you.

3. Purposes

We process this data primarily for two purposes: the performance of the contract and marketing purposes (advertising, newsletters, analysis of our website and of your use).

4. Your rights

It’s your data! You have various rights in relation to your data that you can exercise against us. We clearly indicate these rights to you hereafter whenever they appear and where relevant. An overview of your rights can also be found in section K.

5. Your protection

Our entire web presence, i.e. all forms in which you enter data, the ordering process and other functions, are secured by SSL (Secure Socket Layer). This widely used system for protecting data transmissions (this is also used in online banking) guarantees secure and reliable handling of your data. You can recognise an SSL connection by the "s" at the beginning of the http or by a lock icon on your browser. We also use other suitable technical and organisational measures to protect your personal data.

6. Your contact with us

If you contact us by e-mail or via a contact form, the personal data you provide will be automatically stored. This data, which you transmit to us of your own accord, is stored for the purpose of processing your request or for relevant communication. The processing is based on your consent or on a contractual basis in accordance with Art. 6 (1) lit. a, f GDPR.

B. Hosting

For the hosting of our website, we employ the services of Metaways (Metaways Infosystems GmbH, Pickhuben 2, 20457 Hamburg). This means some personal data related to the usage of our website is processed on Metaways’ servers. This includes, for instance, your IP address and device identifiers (MAC addresses, IMEI, etc.), information about the start and end of communication processes and, if applicable, location data derivable from network communications. In so doing, Metaways is acting on our behalf and is subject to our instructions. We use the hosting services for the provision of a secure website based on article 6(1)(f) GDPR for the initiation, execution, and settlement of contracts with our (potential) customers (article 6(1)(b) GDPR).

C. Data processing for the purpose of contract conclusion and order processing

I. General data processing

Teufel sells products via distance selling and over-the-counter retail. Any personal data that you provide us with for the purpose of the purchase and its execution will be processed by us for the execution of the contract. This may include the following data:

First name, surname (mandatory information for the conclusion of the contract),

Billing and delivery address (mandatory information for the conclusion of the contract),

E-mail address (mandatory information for the conclusion of the contract),

Payment information (mandatory information for the conclusion of the contract),

If appropriate, date of birth (mandatory information for the conclusion of the contract for purchase on account),

If appropriate, telephone number (optional).

We also process data that we need for the execution and processing of the contract of sale with you, such as an order number for your order, a customer number, and an invoice number. We process this data on the basis of Art. 6 (1) lit. b GDPR for the performance of a contract. With regard to your e-mail address, we are obliged to process this in order to send you an order confirmation (Art. 6 (1) lit. c GDPR). In addition, we store your IP address for an initiated order. This processing is based on our legitimate interest in protecting ourselves against internet fraud, Art. 6 (1) lit. f GDPR.

For address validation, we use loqate, a service provided by the GB Group PLC (The Foundation, Herons Way, Chester Business Park, Chester, CH4 9GB, United Kingdom („GBG“)). Address data entered by you in our webshop is checked for validity by GBG both during entry and afterward and processed for the same purpose. GBG does not retain your address data. Only your IP address is transmitted to GBG for billing purposes, where it is deleted after 30 days. On the basis of the EU Commission's adequacy decision, and our contractual agreement with GBG, a sufficient level of data protection is ensured. Further data protection information from GBG can be found at: https://www.loqate.com/en-us/products-services-privacy-notice/

For the shipment of the ordered goods, we transmit your first name, surname, delivery address and if necessary, your telephone number to our logistics service providers as well as our transport service providers. The telephone number is required for the transport service provider’s coordination with you. For the handling of repairs, we transfer your name, address, and contact details to our service provider Minitec (Minitec BTD Service GmbH, Kronsaalsweg 20, 22525 Hamburg). In both cases, your personal data is processed in order to implement the contractual relationship with you, in accordance with Art. 6 (1) lit. b GDPR.

If you set up a customer account, we process the above data to create your customer account. The legal basis for this is your given consent and, if applicable, our contractual relationship (Art. 6 (1) lit. a and b GDPR). You can withdraw your consent to this at any time with effect for the future by e-mailing support@helpall0rder.com.

Once the contract has been implemented in full, the purchase price has been paid in full and any warranty or guarantee periods have expired, your data will be blocked from further use and deleted after expiry of the tax and commercial law regulations, unless you have expressly consented to the further use of your data.

II. Processing of payment data

For all payment methods, except payments in advance, we must forward the information required for payment to the payment service providers. This only happens if we have your payment data and only to the extent that it is necessary for the fulfilment of the contract and serves the same, Art. 6 (1) lit. b GDPR. Some payment service providers process your payment data under their own responsibility. This will be brought to your attention in the ordering process.

For using the services of ALMA (ALMA SAS, 176 Avenue Charles de Gaulle, 92200 Neuilly-sur-Seine (France)) we transfer your identity/contact information such as first name, last name, email-address, mobile phone number, mailing address and country of residence. For further information on the processing of data by ALMA, please see the privacy policy here: https://almapay.com/legal/privacy-policy . Amal is responsible for any processing of personal data with respect to the use of their platform.

D. Data processing by customer services

I. General data processing by customer services

In order to provide you with the best possible customer service before, during and after the order, we use the services of the Zendesk platform. The operator is Zendesk Inc, 1019 Market Street, San Francisco, CA 94102 USA. Zendesk aggregates various processes (e-mail, telephone) relating to a particular customer so that in any consultation with the customer, the previous history is clearly laid out for us. If you contact our customer services or write us a private message on our social media presence on Facebook, then these entries will be stored in connection with your enquiry in Zendesk. The processing of your data for these purposes is based either on Art. 6 (1) lit. b GDPR, wherein it takes place insofar as is necessary for the performance of the contract, or lit. f, we comply with our contractual obligations, for example, under the warranty, or we process your data with Zendesk for the traceability and documentation of processes, for the clarification of issues and for the internal evaluation and improvement of our service, in each of which we have a legitimate interest. Except where this is barred by any statutory retention periods, messages addressed to us will be retained by us until you ask us to delete them or until the purpose for which the data was stored ceases to apply. We have entered into an outsourced data processing agreement (AVV) with Zendesk to use the services provided. Zendesk contractually assures us that your personal data will be stored within the EU. However, data may also be transferred to the United States, Australia, Brazil, Canada, Japan, Philippines, Singapore and the United Kingdom for Zendesk service and support purposes on our behalf. We have entered into an agreement incorporating standard data protection clauses with Zendesk in accordance with Art. 46 GDPR. In addition, Zendesk is one of the few software vendors in the world to introduce so-called binding corporate rules company-wide (available at https://d1eipm3vz40hy0.cloudfront.net/pdf/ZENDESK%20-%20BCR%20Processor%20Policy.pdf) which were approved by the EU Commission, Article 47 GDPR. Zendesk is also DPF-certified. Data processing in the USA is therefore based on the adequacy decision of the EU Commission. Australia, Brazil, the Philippines and Singapore are countries that do not provide adequate protection for personal data under EU Regulation 2016/679; this means, for example, that it cannot be ruled out that government authorities in the countries may be able to access your data without effective remedies being in place. For more information about data privacy at Zendesk, visit https://www.zendesk.com/company/customers-partners/privacy-policy/

Zendesk AI and Advanced AI

In addition to this, we use the “Zendesk AI” and Advanced AI Add-On” from Zendesk for the integration of advanced AI features to help process your requests. These features include, inter alia, AI-driven responses, automatic categorisation of requests and other intelligent automation processes designed to improve the services provided by us. The “Zendesk AI” and “Advanced AI Add-On” process your personal data solely for the purposes of improving the services provided by us.

Zendesk chat features and AI chatbot

Our website offers you the option to send us messages via a chat window. The chat features are provided by Zendesk. Whenever you use this chat window, in addition to your chat messages, we also store your IP address. Entering your name is not a requirement for the chat. We also use the Zendesk AI chatbot to provide you with efficient customer communications and real-time support. Whenever you use the chatbot, your personal data such as the IP address/technical data on the interaction (e.g. device used, browser, device type) and usage data (e.g. date and time of use, pages visited), user behaviour, and any information you provide during your interaction with the chatbot (chat history), is processed. This information is used to respond to your requests and to improve your use of the website. The processing of your data is done to ensure the provision of tailored, efficient support via the Zendesk AI chatbot. In addition, the data is used to improve our customer service and website performance. Processing is based on your consent pursuant to Art. 6 (1) (a) GDPR, consent that has been granted by you through your use of the chatbot. You may withdraw this consent at any time by adjusting the data settings (opt out by disabling the category) or by contacting us directly. The data will be stored only for as long as is necessary to fulfil the respective purpose. For information on Zendesk's data deletion practices, please refer to the Zendesk Service Data Deletion Policy at: https://support.zendesk.com/hc/en-us/articles/4408883628954-Zendesk Service Data Deletion Policy.

II. Call centre

We use Amazon Connect, a service provided by Amazon Web Services EMEA SARL, 38 John F. Kennedy, L-1855 Luxembourg (hereinafter referred to as Amazon), in our call centre. Amazon Connect is a call centre service that enables us to handle your requests in the best possible way. The service is provided via a cloud from Amazon.

In order for us to be able to deal with your request, the personal data provided for your call will be processed. This includes, in particular, your call number as well as the date and time of the call. Other personal data will only be processed with your consent to help us further optimise our customer service. This includes, for example, recording and machine evaluation of your conversation content. The processing of your data for these purposes is based either on Art. 6 (1) lit. a, b or f GDPR, whereby we process your data with your consent, for the performance of a contract or we process data in the course of the technically necessary call set-up.

If you use the callback function to reduce unnecessary waiting times, we offer a callback appointment service via our website as well as a waiting service when contacting us by telephone. You can arrange a personal callback appointment with our customer services via our contact form. For this, you need only provide your telephone number and your preferred date and time. A member of staff from our customer services will call you at your preferred date and time. Our call queuing service will be offered to you automatically whenever you contact us by phone and are waiting in a queue. In this case, you can agree to the waiting service using the dialling keys on your telephone and leave a callback number. Amazon Connect then stays in the queue virtually on your behalf and calls you on the telephone number specified as soon as you have reached the top of the queue. The processing of your telephone number, which you provided to us of your own accord for the use of our callback and call queuing service, is based on Art. 6 (1) lit. a GDPR.

Amazon processes data on our behalf, unless you expressly and separately consent to Amazon processing data. You can find more information about Amazon's processing of your personal data in Amazon's privacy policy (https://docs.aws.amazon.com/connect/latest/adminguide/data-protection.html).

Amazon contractually assures us that your personal data will be stored within the EU. However, data may also be transferred to the USA for individual service functions. Amazon is also DPF-certified. Data processing in the USA is therefore based on the adequacy decision of the EU Commission.

The data will be erased as soon as it is no longer required to achieve its purpose or if you have objected to its processing.

III. Online returns portal

So that we can also provide you with the best possible customer service with respect to the exercise of the 8-week right of return, we have integrated an online returns portal onto our website. You can conveniently initiate the return of your goods online and print out the parcel label via the portal by providing your order confirmation number and your e-mail address. The data is entered voluntarily and can be limited to the processing of data necessary for the cancellation of your contract of sale. It is carried out on the basis of Art. 6 (1) lit. b GDPR. The data entered will only be processed to fulfil your contract of sale. Following the successful cancellation of the contract of sale, the data will be erased. The data entered by you in the portal will be processed by Metapack Ltd, 200 Gray's Inn Road, London WC1X 8XZ on our behalf.

The data processing on Metapack's website by means of cookies and other tracking technologies takes place independently of this and is Metapack's own responsibility. For setting options and information on this, please refer to Metapack's privacy policy: https://www.metapack.com/legal/privacy-policy/.

IV. Self-Service Portal

In order to provide the best possible customer service, we have integrated a self-service portal into our website. You can register via entering your Email Address and find our services with regard to your orders: track your deliveries, view user manuals, and find product information. The registration and the entering of this data is voluntary. Only the data required to fulfill the purpose will be processed. The data processing is based on article 6 (1)(b) GDPR. The data entered will be processed only for the purpose of the service request. You can delete your account within the portal by yourself or request deletion via Email (support@helpall0rder.com.)

E. Data processing via cookies and other tracking technologies

I. General information

Teufel uses cookies and other tracking technologies on these websites – including those provided by third parties – to offer customers a safe and reliable browsing experience and to display relevant content and personalised advertising to them.

For this purpose, Teufel collects information and data on customers’ behaviour on this website – including via third-party tracking technologies – and shares it with third parties; in addition, information is read from or stored on customers’ end devices. Before visiting the website, customers can decide which cookies or other tracking technologies should be enabled.

Teufel uses software from Tealium Inc, 9605 Scranton Rd., Ste. 600 San Diego, CA 92121 ("Tealium") to manage and control cookies and other tracking technologies. The use of the service is based on Art. 6 (1) lit. f GDPR and is done in order to control centrally the use of cookies and pixels within the company. We also use the software to control your browser settings for cookies and pixels. We can use the software to set when a cookie or pixel will be loaded and what data will be processed in the cookie or pixel. Tealium itself does not have access to the content of the cookies and pixels but places a cookie in your browser to enable cookie and pixel management (see below under II.).

II. Functionality cookies and pixels: Technically necessary data processing

When visiting our website, information is automatically sent from your end device to our servers and applications and stored in a so-called log file.

The information is as follows:

Browser/browser version; operating system, name of your internet provider,

Website, application that brought you to us,

Your device’s IP address,

URL and name of the site visited,

Date and time of the server request,

If applicable, company name and VAT ID (for business customer orders).

This data is processed to provide the technical basis for your connection to the website, the proper display of the website on your device and an evaluation of the system’s security and stability. Our legal basis for processing the information is the contract execution or initiation according to Art. 6 (1) lit. b GDPR or our legitimate interest according to Art. 6 (1) lit. f GDPR.

In addition, we set cookies in your browser, which we need to ensure that our website is technically secure and functions smoothly. They enable navigation on the website and the use of essential features, such as the shopping cart function or the user account. Specifically, these are the following cookies:

Dynamic Yield (essential)

Service provider: Dynamic Yield GmbH, Alexanderufer 3, 10117 Berlin (Germany)

Purpose(s) of data processing and the legal basis thereof::

The display of non-personalized product suggestions and content on our websites:

We use Dynamic Yield technology on our websites, which Dynamic Yield uses to process information on our websites such as the website previously accessed by you (referrer URL). Products recommended to you and suitable content are based on all users of the website, not on your personal surfing behavior. Dynamic Yield receives information about your end device (e.g. your IP address, geographic data at city level).

Legal basis: Our legitimate interests pursuant to article 6(1)(f) GDPR, because as an e-commerce company we rely on non-personalized product recommendations and content on our website and our interests in this type of processing outweigh your interests and fundamental rights.

Data processing locations:

Worldwide

Dynamic Yield is an entity of the Mastercard Group. Mastercard has implemented Binding Corporate Rules to comply with relevant data protection laws, which have been evaluated by supervisory authorities and can be found by following this link: https://www.mastercard.us/content/dam/mccom/global/documents/mastercard-bcrs.pdf.

Length of storage and criteria for determination thereof:

Data is deleted after 1 year

III. Analysis cookies or pixels: Data processing for web analysis

With analysis cookies, we or third parties primarily collect information about how our websites are used. In this context, for example, information on the number of visitors, search terms entered and the region from which our customers access the website is processed. We also measure the impact that certain pages have on our customers. We or third parties use this information to compile statistics in order to tailor the content of our websites more specifically to the needs of our customers and to optimise our offer.

IV. Advertising cookies or pixels: Data processing for online advertising

We use advertising or marketing cookies to display relevant content and personalised advertising to our customers on our website or on third party websites. For this purpose, we collect information on their browsing behaviour or the products preferred by our customers and completed orders. We or third parties link our customers' activities across devices and share certain information (such as an encrypted email address or order number) with third parties such as Facebook, Google or Rakuten. In this context, we also process information about our advertising campaigns (e.g. whether and which advertisements our customers have clicked on) in order to optimise them and to enable invoicing for the campaigns.

V. Personalization

In order to provide an optimally tailored experience for our offers and contents, we collect data about your surfing and click behaviour in our webshop, blog, and newsletter (for example, which products you are interested in, and which items you click). We link your activities across devices and collate data from various sources and transfer this data to third parties. Our partners use the data primarily to fulfil a contract with us to suggest relevant products and contents to you on our websites or other websites. If you give permission, you also agree to the processing of your data in states outside the EU and EEA.

F. Data processing for other marketing purposes

I. Competitions

If you participate in our competitions, we will generally only process the data you have provided for these purposes in order to carry out the competition. Depending on how the competition is organised, the processing of personal data for conducting the competition includes notably a prize notification or a message to the effect that you did not win. If you receive a prize from us and this needs to be sent to you, we use your data for these purposes as well and pass the data on to shipping service providers. The data processing for our competitions is based on Art. 6 (1) lit. b and, where appropriate, Art. 6 (1) lit. a GDPR.

II. E-mail and newsletter

We use your e-mail address, in addition to the above indicated purposes, for the following purposes too.

1. Advertising for our own, similar products and customer satisfaction

In accordance with the information we provide when collecting your e-mail address during the ordering process, we take the liberty of sending you advertising for our own, similar products from Teufel and to ask you once after a purchase about your customer satisfaction. The data processing is based on Art. 6 (1) lit. f GDPR, since we have a legitimate interest in having a direct advertising appeal to our customers. You can object to the use of your e-mail address for this purpose at any time by sending a message to support@helpall0rder.com or via a link in the e-mail with effect for the future.

G. Data processing via social media

I. Our blog

For further information about the processing of personal data via our blog, please see: https://blog.teufelaudio.com/.

II. Our social media presences

To remain in touch with our customers, we maintain a presence on several social networks. The processing of our customers' data is based on our legitimate interests according to Art. 6 (1) lit. f GDPR. Where the providers of the respective platform (such as e.g. Facebook or Twitter) obtain the user's consent to the processing of personal data, such data is processed on the basis of Art. 6 (1) lit. a, Art. 7 GDPR. We cannot rule out the possibility that personal data may be processed by the respective operator of the social network outside the European Union and/or the European Economic Area. This may make it difficult to enforce data subjects’ rights (such as e.g. the right of access).

The processing of personal data via the social networks is done for analysis and marketing purposes (advertising, newsletter, analysis of our website and of your usage). The operator of the social network provides us with information about our customers' interests and with general statistics containing demographic characteristics. We are jointly responsible, together with the operator of the social network, for such data processing operations. However, overall, we only have a limited influence on the scope, nature and purposes of the processing operations; these are largely determined by the respective operator of the social network. For example, the operators of the social networks use the collected data to create profiles that enable advertising campaigns to be targeted to the users. For this purpose, the operators of the social networks place cookies on your device. The operators of the social networks are solely responsible for the processing operations. With regard to these data processing operations, you should exercise your rights as a data subject (such as e.g. rights of access) directly with the respective operator of the social network, since only these operators have access to your personal data and can take appropriate measures and provide information.

H. Data processing via apps

I. Data processing for Teufel Remote app

The Teufel Remote app is provided by our partner Frontier Smart Technologies Ltd (Harston Mill, Harston, Cambridge, CB22 7GG, USA). No personal data is processed through the app by us or Frontier. You can view Frontier's corresponding privacy policy at the following link: https://www.frontiersmart.com/privacy/.

II. Data processing for Holist app

Holist uses an app provided by our partner Linkplay Technology Inc. (Suite 130 8000 Jarvis Avenue Newark, 94560 NJ (USA)). The relevant privacy policy can be found at: http://linkplay.com/privacy-policy/.

I. Data processing via Teufel devices

I. Data processing via voice-controlled devices

Some of our devices are voice-controlled (e.g. via the Alexa voice service from Amazon Europe / Google Voice Assistant). As soon as the voice-control feature is enabled, personal data is processed by the voice service providers. The processing of personal data is necessary for the seamless functioning of the voice control or direct control function. Please check with the relevant provider to learn more about the scope and legal basis of the data processing and the terms of use for the respective voice service.

When the respective voice service is enabled, our company, Lautsprecher Teufel, does not have remote access to the voice and audio signals. The ambient noise is stored locally on the device in a so-called buffer memory for a few seconds only as an infinite loop and is constantly overwritten with new ambient noise. Voice and audio signals will only be recorded when the device detects a command enabling the respective voice service. The recording will be stored in a software solution of the respective voice service provider and processed exclusively by that provider. Lautsprecher Teufel does not have access to any of the voice and audio recordings. The data processing is the sole responsibility of the respective voice-control provider (e.g. Amazon). Please check with the relevant provider with respect to the scope, purposes and legal bases of the data processing.

When using voice-controlled devices, personal data about the devices is also processed by our partner Linkplay Technology Inc. (Suite 130 8000 Jarvis Avenue Newark, 94560 NJ (USA)). The relevant privacy policy can be found at: http://linkplay.com/privacy-policy/. Our company, Lautsprecher Teufel GmbH, does not have access to this data either.

J. Your rights

In addition to the rights already described for the respective processing, you also have the following rights where the relevant statutory requirements apply.

K. Changes to our privacy policy

We reserve the right to change our security and data protection measures, inter alia, where this is required as the result of technical developments. In such cases, we shall also adapt our privacy policy accordingly. Please therefore note the current version of our data protection information.