Privacy Policy

This privacy notice explains how Aquanello Ltd ("Aquanello", "we", "us", or "our") collects, stores, uses, and shares personal information when you interact with our services. It applies to our website at www.aquanello.com and to any other digital platform of ours that links to this policy.

Our website is an online catalogue and it is open to everyone. You may be a homeowner researching a tap for a renovation, an architect or interior designer specifying fixtures for a project, or a trade business considering a partnership with us. Prices are not published and orders cannot be placed or paid for online, so browsing our collections requires no account and no personal details at all. You share information with us only when you choose to use one of three services: our contact form, our warranty claim form, or our dealer application. What we collect, why we collect it, and how long we keep it depend entirely on which of those you use, so each one is described separately below.

Who We Are

Aquanello Ltd is a company registered and operating in Bulgaria, with operations extending across Europe. For the purposes of the General Data Protection Regulation (GDPR), Aquanello Ltd is the data controller for the personal data described in this notice. We are committed to protecting the personal and business related data of everyone who contacts us, in full compliance with the GDPR and all applicable European and national data protection laws.

What We Collect

Browsing the website collects no personal details from you. We do collect certain usage data automatically, including your IP address, browser type, device characteristics, referral pages, and on site behaviour, through cookies and similar technologies. This helps us understand how the website is used and how we can improve it.

Our contact form asks for your name, your email address, the subject of your enquiry, and whatever you choose to write in your message. Nothing beyond that is asked for or required. Our dealer application asks for a little more, because we are assessing a business rather than answering a question: your name and company name, your phone number and email address, your VAT number and company website where you have them, the type of company you are, the country or region you are interested in, and anything else you choose to tell us about your business. Most of that is business information, but the contact name, email address, and phone number relate to an identifiable individual and we treat them accordingly.

Our warranty claim form is the most detailed of the three, because a claim cannot be assessed without knowing what happened to which product and where it came from. It begins by asking whether you are an end customer or one of our dealer-partners, since the two are asked for slightly different things: an end customer tells us which dealer or retailer sold the product and gives us the installation address, while a dealer-partner gives us the relevant Aquanello order details instead. Both are asked for their contact details, for information identifying the product and its purchase, for a description of the fault and when it appeared, for photographs and proof of purchase, and for the remedy they would prefer. Where a dealer-partner is claiming on behalf of an end customer, we ask for that customer's details as well, so the claim can be resolved with the person who owns the product. Please note that photographs of an installed product often show parts of your home beyond the product itself. We use these images only to assess the claim.

Before the dealer application or the warranty claim form can be sent, we also record your agreement to the terms shown alongside the button, together with the date and time. The warranty claim form is protected by a CAPTCHA service that checks the submission is not automated, which is described under Cookies and Analytics below.

How We Use Your Data

We use the information from the contact form for one purpose only, which is to answer you and, if the conversation continues, to carry on that correspondence.

We use warranty claim information to assess the claim against the terms of our warranty, to establish whether the reported fault is covered, and to arrange repair, replacement, or another agreed resolution. Because warranty claims are handled through the point of purchase, we will share the information necessary to resolve your claim with the dealer or retailer you bought the product from. If you are an end customer and you contact us directly, we will normally refer you back to that retailer and pass on the details you have given us, so that you do not have to submit them a second time. From that point the retailer handles your claim on its own account and decides for itself how it uses your data, so its own privacy notice applies to that part of the process. Where a technical assessment is required, we may also share product and fault details with our manufacturing or service partners, limited to what they need to carry out that assessment.

We use dealer application data to evaluate the application, to verify company and VAT details where necessary, to correspond with you about it, and, if we go on to work together, to manage the resulting business relationship.

We also use website usage data to monitor traffic and measure how effectively our content reaches its audience, through services such as Google Analytics and Meta (Facebook) advertising pixels. These tools help us understand who we are speaking to and present our catalogue more effectively. We do not use them to build profiles of individual claimants or applicants.

Legal Grounds for Processing

The legal basis for processing depends on which service you have used. When you contact us with a general enquiry, we process your data on the basis of our legitimate interest in responding to people who reach out to us. When you submit a dealer application, processing is necessary in order to take steps at your request before entering into a possible business relationship, and if that relationship is established, to perform the resulting contract. When you make a warranty claim, processing is necessary to fulfil the commitments we have given you under our warranty and, where applicable, to meet our obligations under Bulgarian and European consumer protection law. Passing a claim to the retailer you bought from, or receiving one from a dealer-partner acting on your behalf, rests on the same basis, since a claim cannot be resolved without the point of purchase. The confirmations you tick before sending a form record that you have read this policy and that your information is accurate; they are not themselves the legal basis for the processing. Protecting our forms against automated submissions rests on our legitimate interest in keeping the website secure. When you accept non essential cookies, we rely on your consent, which you may withdraw at any time. Certain records are also retained because tax, accounting, and product liability law requires us to keep them.

Data Security

We take data protection seriously and apply appropriate technical and organisational measures to safeguard the data we collect. Access to your information is limited to authorised team members who are bound by confidentiality obligations, and files uploaded with a warranty claim are held under the same restrictions as the rest of the claim record. All communication with our website is encrypted through secure HTTPS connections. We do not sell your data to third parties. Your data may be shared only with the dealers, retailers, and service partners described above, and with service providers who assist us in essential business functions such as hosting, email delivery, analytics, and CRM tools, and only under contracts that guarantee the security and confidentiality of your information.

Data Retention

How long we keep your data depends on why we hold it. General enquiries sent through the contact form are kept for a reasonable period so that we can follow up and, where relevant, maintain the conversation. Warranty claim records, including uploaded photographs and proof of purchase, are kept for the length of the applicable warranty period and for a reasonable period after it ends, so that we can verify claim history and honour any remaining coverage on a replacement product. Dealer application data is kept for the duration of the business relationship and for a reasonable period afterwards. Where an application does not proceed, we keep it only for a limited period in case circumstances change. Legal and financial obligations may require us to retain certain records for longer in order to comply with tax or administrative requirements.

Your Rights Under GDPR

As a data subject under the GDPR, you have the right to access the data we hold about you, to request corrections or updates, and in some cases to request its deletion. You may also object to certain types of processing, request restriction, or ask for a copy of your personal data in a portable format. Where processing is based on your consent, you can withdraw that consent at any time. To exercise any of these rights, or if you have questions about your data, write to us at info@aquanello.com. If your claim has been passed to the retailer you bought from, you may also need to contact that retailer directly in relation to the data it holds. You also have the right to lodge a complaint with the Commission for Personal Data Protection in Bulgaria, or with the data protection authority in your country of residence.

Cookies and Analytics

Our website uses cookies to improve your experience and to give us insight into how our content is accessed and used. Some cookies are essential for the site to function properly, while others help us measure performance or deliver relevant advertising. You can adjust your preferences through your browser settings or through the cookie consent banner presented on your first visit. We use tools such as Google Analytics and Facebook Pixel to understand our visitors and refine how we present our catalogue and services.

Our warranty claim form is protected by Google reCAPTCHA, which distinguishes real people from automated submissions. To do this, Google receives your IP address and information about how you interact with the page, and may set cookies for the same purpose. This processing is carried out by Google as our service provider and is subject to Google's own privacy policy and terms of service. The check is necessary in order to send the form and cannot be turned off through the cookie banner.

Policy Updates

This privacy policy may be updated periodically to reflect legal changes, technical updates, or improvements to how we handle data. The current version is published on our website and is effective from [MONTH YEAR]. We encourage you to revisit this page from time to time to stay informed about how we protect and respect your privacy.

Governing Law

This privacy policy is governed by and construed in accordance with the laws of Bulgaria. Any disputes arising from it are subject to the exclusive jurisdiction of the Bulgarian courts.

Contact

If you have any questions about this policy or about how we handle your data, contact us at:

Aquanello Ltd, 111R Tsarigradsko Shose Bld. Sofia 1784 Bulgaria , info@aquanello.com, +35924374118