Privacy policy – Your dataand us.

01Data controller

Biotherm Heat AB, Utvreta 13, SE-725 92 Västerås, Sweden, is the data controller for the data described here. Send questions about how we handle personal data to info@biothermheat.com or call us on +46 (0)921-578 00, weekdays 08.00–17.00 Swedish time.

02What data we receive

When you send a form on the website, we receive what you fill in. Which details depends on the form:

• name and email address
• phone number, if you give one
• company or farm, if you give one
• what your enquiry is about, fuel, what needs heating and which product it concerns
• your message

We also receive the time and the address of the page the form was sent from. When you email or call us, we receive what you tell us.

Giving us your details is voluntary. Name and email address are required, and in the contact form also what you need help with and a message. Without them the form cannot be sent. You can also call us.

When you visit the website, the web host Websupport logs technical data, for example IP address, time and which page was requested, for operation and security. To stop mass sending, the server also stores the time of each form that is sent, together with a pseudonymised form of the IP address (a hash) instead of the address in plain text. The times only count for ten minutes, and older entries are removed the next time a form is sent.

03The chat

The chat on the website is run by our supplier Weply A/S in Denmark. It only loads if you have accepted it in the cookie settings (see 08). What you write in the chat is read by the chat agents who answer through Weply's platform. The conversation, and any contact details you choose to give there, are then passed on to us.

When the chat is switched on, Weply receives your IP address and the address of the pages you visit here as soon as a page loads, even if you do not write anything. When you chat, we and Weply also receive what you write and, if you give them, your name, phone number and email address. According to Weply, it also records your browser and device, the page you arrived on and the pages you visited.

According to Weply's privacy policy, Weply is our data processor for the data in the chat. Under Weply's terms, it may be used to provide and improve the chat service, and in anonymised and aggregated form to develop Weply's AI features. Conversations and contact details that reach us are kept like other enquiries (see 05).

04Why we use it

We use the data to answer your questions, including in the chat, calculate your heating, give you a quote and handle delivery and service.

The legal basis is our legitimate interest in being able to answer enquiries and keep in touch with customers and others who contact us (Article 6(1)(f) of the GDPR). If you yourself are a party to a quote or contract with us, the basis is taking steps before entering into or performing the contract (Article 6(1)(b)). Data the law requires us to keep, for example bookkeeping records, we process to meet a legal obligation (Article 6(1)(c)). The web host's logs and the block on mass sending are based on our legitimate interest in operating the website and keeping it secure (Article 6(1)(f)).

Loading the chat, storing data in your browser and sending data to Weply for statistics only happen with your consent (chapter 9, section 28 of the Swedish Electronic Communications Act and Article 6(1)(a) of the GDPR). We use what you write in the chat to answer you, based on our legitimate interest above (Article 6(1)(f)).

We do not use the data for automated decisions or profiling.

05How long we keep it

We keep an enquiry for as long as the matter requires. If you become a customer, we keep the data for as long as the customer relationship lasts. We keep accounting records, such as invoices, until the end of the seventh year after the end of the calendar year in which the financial year ended (chapter 7, section 2 of the Swedish Bookkeeping Act).

06Who can see it

The data is handled by the people at our company who work on your matter. We also use suppliers for the website, the chat and email: the web host Websupport (Loopia AB, Sweden), which runs the website and receives the forms before they are passed on, the email service Resend, which forwards the forms to us as email, Weply, which runs the chat and whose chat agents answer in it, and Microsoft 365 for our email. If you have accepted the chat, your IP address also reaches Amazon Web Services, which provides the chat's images, and, when the chat shows its greeting, Google, which provides the font (see 07).

We do not sell your data or share it for marketing.

The “Find us” link on the contact page opens Google Maps, where Google's terms apply.

07Outside the EU and EEA

The forms are sent through Resend (Plus Five Five, Inc., USA), which processes the messages and logs in the United States. Resend states in its data processing addendum that the transfer is covered by the European Commission's standard contractual clauses and that the company complies with the EU–US Data Privacy Framework. Microsoft, which handles our email, may also process data in the United States. Contact us if you want to know more.

According to its data protection policy (in Swedish), Websupport aims to process data within the EU and EEA, but states that in some situations data may be transferred to and processed in countries outside the EU and EEA, by Websupport or its suppliers.

Weply A/S is a Danish company. We have not yet had confirmation from Weply of where it stores the chat data and whether it is transferred to countries outside the EU and EEA. Weply's privacy policy says that personal data is not transferred outside the EU and EEA, but it is not unambiguous on this point. Once the chat is accepted, its images are loaded from Amazon Web Services in Ireland, and when it shows its greeting, it loads a font from Google (fonts.gstatic.com). Your IP address then reaches Google, which may process it in the United States.

08Cookies and statistics

The website has no visitor statistics of its own and no tracking services, and it sets no cookies of its own. It only stores your choice in the cookie settings, in the browser's local storage (localStorage) under the name bt.samtycke: whether the chat is accepted, when you chose and which version of the settings the choice applies to, but no ID. This is needed for the website to remember your choice, and it stays until you change the choice or clear site data in your browser. The website's fonts, images and scripts are on our own website. The exception is the chat, which only loads if you accept it.

The cookie settings have two categories: Necessary, which is always on and only concerns your choice, and Chat (Weply), which is off until you accept it. Until then, nothing is loaded from Weply and the chat stores nothing. Once the chat is accepted, its script is loaded from Weply (app.weply.chat and cdn.weply.chat) when a page loads, and the page address is sent to Weply for statistics (analytics.weply.chat). The chat window loads images from Amazon Web Services in Ireland and, when the greeting is shown, a font from Google (fonts.gstatic.com). The chat then stores the following in your browser, even before you write anything:

• in the website's local storage (localStorage), under a name starting with weply: which pages you have visited here and when, and whether the chat's greeting has been shown. The data stays until you clear it in your browser or withdraw your consent.
• the cookie weply.analytics from analytics.weply.chat, with an ID that Weply uses for statistics about the chat. It is set when the chat button is shown and is kept for one year.

Weply may also store an item for troubleshooting during the visit. The chat button is only shown when a chat agent is available.

You can change or withdraw your choice at any time through the Cookie settings link at the bottom of every page, or with the button here. Declining is as easy as accepting. If you withdraw your consent, the chat no longer loads and we remove the chat's data from the website's local storage. The weply.analytics cookie is set by Weply's own domain and cannot be removed by us. It is no longer sent from this website, but it stays until it expires or you clear cookies in your browser.

Change cookie settings

09Your rights

You have the right to a copy of the data we hold about you and to have errors corrected. You can also ask us to erase the data, to restrict the processing and to receive data you have given us in a portable format. Some of these rights only apply in certain cases. For example, we cannot erase data the law requires us to keep.

You always have the right to object to processing based on our legitimate interest. You can withdraw a consent at any time through Cookie settings at the bottom of the page. This does not affect processing that took place before you withdrew it.

Contact info@biothermheat.com. We reply within one month.

If you think we handle your data wrongly, you can complain to the Swedish Authority for Privacy Protection (IMY), imy.se.