Data protection

Personal data processing policy of Carglass Suisse SA

The protection and security of your personal data are of utmost importance to us. We value your trust in the care we take to serve you and consider that managing your information in accordance with your expectations and the applicable regulatory framework is an integral part of the quality of service we are committed to delivering when providing our services.

We comply with the provisions of Swiss law and, where applicable, the European data protection regulations. This personal data processing policy explains how Carglass Suisse SA (“Carglass®” or “we”) collects and processes personal data from our prospects and customers (“you”) for the provision of our services, whether collected through our Call Center, in branches, or via our websites.

Name and address of the data controller

The data controller, within the meaning of the Swiss Federal Act on Data Protection (nFADP) and its implementing ordinances, as well as other applicable data protection laws such as the European General Data Protection Regulation (GDPR), is:

Carglass Suisse SA
Rue des Fléchères 7A,
1274 Signy Centre, Switzerland
Commercial Register Number: CHE-102.505.056
VAT Number: CHE-102.505.056
Email: privacy@carglass.ch
Phone: 0800 – 818 008
Website: www.carglass.ch

We only process and use data that is strictly necessary for the provision of our services (principle of necessity), for a specific purpose (principle of purpose), in accordance with the relevant legal provisions, and while ensuring the security of your data against any breaches, loss, or unauthorized access (principle of data security).

Without your personal data, we would not be able to provide our services or respond to your inquiries.

1. Description of the rules governing the processing of your personal data by Carglass®

Your personal data is processed by Carglass® in accordance with the Federal Act on Data Protection (nFADP), especially under Articles 6ss nFADP, when you entrust us with repairing glass damage or request a quotation. We may also process your data to comply with legal obligations, protect our legitimate interests, or based on your explicit consent.

a) What data do we process?

We process the personal data you provide when contacting our Call Center, visiting our website, or going to one of our branches. We may also collect data from public sources or third parties (e.g., insurers, brokers, service providers).

We may collect and process the following personal data:

• Identification data: salutation, first and last name, customer reference number, quotation number
• Contact data: postal and billing address, email, phone number
• Vehicle data: license plate number, vehicle identification number (VIN), registration, model, year, color, etc.
• Owner’s name (if different from customer)
• Financial data (exceptionally): bank details, billing info
• Professional information (if applicable)
• Nature of the service
• Account/profile data: preferences, appointments, purchases, feedback, survey responses
• Advertising preferences
• IT data: IP address, web/app usage, pages visited, connection data, browser and OS details, plugins, device info
• Audio recordings from Call Center calls

For insurance-related services:

• Partial casco insurance details: insurer name and number, policy dates
• Claim data: claim number, insurer notes, deductible info

If a courtesy car is used: driver’s license number and a copy

For B2B clients: contact details of your company representatives and possibly customer, lessee, or employee data.
You are responsible for informing these individuals of this policy.

b) For what purposes do we process your data?

Carglass® handles all formalities related to glass damage, including insurance interactions.

i. To fulfil our contractual obligations:

• Verify age and identity; check driver’s license when offering a courtesy car
• Contact you about your inquiry or appointment
• Ensure follow-up from first contact to completion
• Create/manage customer accounts
• Schedule and manage appointments, notify changes
• Provide service/product info
• Send administrative documents (invoices, warranties)
• Identify the right glass part quickly
• Process owner’s data if different
• Check insurance coverage
• Share data with insurer, broker, fleet manager, employer, etc.
• Handle billing and payment

ii. To meet legal obligations:

• Anti-money laundering and counter-terrorism checks
• Customs requirements
• Judicial/administrative requests
• Transaction reporting
• Recordkeeping obligations (tax, commercial law)
• Health and safety duties; cooperate in investigations

iii. To serve our legitimate interests:

• Maintain and secure facilities
• Check creditworthiness for deferred payment
• Recover unpaid debts
• Prove transactions in case of dispute
• Guarantee management
• Manage receivables and contracts
• Prevent fraud or criminal acts
• Ensure website/IT system security
• Defend our rights legally
• Marketing and customer surveys (unless opted out)
• Conduct satisfaction surveys
• Measure campaign effectiveness
• Improve website, services, marketing, communication, and customer relationships
• Customize offerings
• Enhance processes, tools, systems
• Train call center staff
• Handle customer complaints
• Anticipate glass needs for similar vehicles

iv. With your consent, we may also:

• Invite you to Carglass® events
• Send newsletters
• Perform other consent-based actions
  You may withdraw your consent anytime via the email link or by writing to privacy@carglass.ch.

c) To whom may your data be disclosed?

Data may be accessed internally on a need-to-know basis. We may also share data with third-party partners and service providers.

Categories of potential recipients include:

• Belron group companies
• Insurers, fleet managers, brokers, employers
• IT service providers (maintenance, hosting)
• Glass part identification providers
• Equipment suppliers (e.g., for ADAS recalibration)
• Customer satisfaction survey providers
• Document/data destruction services
• Communication/marketing/event agencies
• Social media platform partners
• Call center providers
• Billing providers
• Consulting and law firms
• Debt recovery agencies
• Automotive garages/dealers (e.g., for calibration)
• Auditors
• Judicial or administrative authorities when required

If you have questions about data recipients, contact: privacy@carglass.ch

d) Transfers outside of Switzerland

We strive to keep your data in Switzerland or the EU/EEA. Some service providers may operate outside these areas.

When data is transferred to a country not deemed adequate under Swiss law, we use safeguards such as standard contractual clauses approved by the EU and Switzerland. If this is not possible, we will request your explicit consent.

You can view a list of countries to which data may be transferred by contacting us at privacy@carglass.ch.

e) Data retention period

Data is retained only as long as necessary for the purpose for which it was collected.

Your data may be kept longer in the following cases:

• Legal retention obligations (e.g., tax/commercial law) – typically 10 years
• Evidence retention under statute of limitations – typically 10 years
• Long-term warranty purposes – 10 years
• Vehicle recall responsibilities – owner’s name, VIN, and license plate kept for 10 years

If you request data deletion before the end of this period, we will delete it unless legal obligations require us to retain it.

2. Data processing when using our websites

When visiting www.carglass.ch or www.booking.carglass.ch, we may collect data for purposes related to your browsing behavior or requests, such as:

• Scheduling an appointment
• Requesting a quotation
• Seeking service/product info
• Filling a contact form
• Navigating efficiently

This is only done if necessary and relevant.

a) Use of the site for informational purposes

When browsing without entering data, only technical connection data is collected:

• IP address
• Date/time of request
• Time zone difference
• Requested page
• Access status/HTTP code
• Amount of data transferred
• Referrer URL
• Browser and OS info
• Language and browser version

b) Contact form

If you contact us via the website, we collect the provided data (email, name, phone) to respond. If you decline services, we delete the data after 14 days.

c) Online appointment booking

To book an appointment online, the following data is required:

• License plate
• VIN
• Email
• Phone number
• Name
• Address (street, ZIP, city)
• Service location
• Owner contact details (if different)

Without this data, booking cannot be finalized.

If the booking is not completed, we store data (with consent) for 14 days and send a link to resume booking. The link is valid for 24 hours. If unused, data is deleted after 14 days unless legally required to retain.

3. Data Security

Carglass® is committed to storing and protecting your personal data and ensuring its security through appropriate technical and organizational measures. These measures are designed to prevent security breaches and protect your personal data against unauthorized or accidental disclosure, loss, alteration, deletion, or destruction, as well as against unauthorized access.

4. What are your rights?

You have the following rights with respect to your personal data:

• Right of access: You have the right to know whether we are processing personal data about you and, if so, to request access to that data.
• Right to rectification: If any personal data we hold about you is incorrect or incomplete, you may request its correction or update.
• Right to erasure: You may request the deletion of your personal data under certain conditions, particularly when the data is no longer necessary for the purpose for which it was collected or when you withdraw your consent.
• Right to object: You have the right to object to the processing of your data, especially for direct marketing purposes.
• Right to restriction of processing: You may request the limitation of the processing of your data in certain circumstances (e.g., if you contest the accuracy of the data).
• Right to data portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit this data to another controller.

To exercise your rights, please contact us at the following address:
privacy@carglass.ch

We may require proof of identity to process your request.

You also have the right to file a complaint with the competent data protection authority in Switzerland if you believe your rights have been violated.

5. Contacts

For any questions regarding this Personal Data Processing Policy, or to exercise your rights, you may contact the Carglass® Data Protection Officer by email at:
privacy@carglass.ch
or by mail at the following address:

Carglass Suisse SA
Data Protection Complaint
Rue des Fléchères 7A
1274 Signy-Centre
Switzerland

If you are not satisfied with the response provided by Carglass® or if you have any other concerns regarding the processing of your personal data, you may contact the Swiss data protection supervisory authority (the Federal Data Protection and Information Commissioner, FDPIC):
https://www.edoeb.admin.ch/edoeb/en/home.html