Privacy Terms

Privacy and data protection

At Relivo, we value your privacy and strive for a high level of data protection. In this Privacy Policy, we describe how we collect and use your personal data. We also explain your rights and how you can exercise them.

If you have any questions regarding the processing of your personal data, you are always welcome to contact us. Contact information can be found at the bottom of this text.

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What is personal data and what does processing of personal data mean?

Personal data is any information that can be directly or indirectly linked to a living natural person. This includes not only names and contact details, but also photographs and email addresses, for example.

The processing of personal data includes all actions performed with personal data in our IT systems, whether on mobile devices or computers. This includes, for example, collection, registration, structuring, storage, processing and transmission. In some cases, manual records may also be included.

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What personal data do we collect about you and why?

We process personal data such as:

Name
Address
Telephone number
Email address
Order and payment information
IP address and usage data connected to the website

The purposes of the processing are to:

fulfil agreements for purchases and subscriptions
deliver products and services
handle customer service and support matters
send necessary information about orders, delivery and your account
communicate relevant information about Relivo by email and SMS
improve our services, website and customer experience

How long do we store your personal data?

We never keep your personal data longer than is necessary for the respective purpose. Under the Swedish Accounting Act, for example, certain data must be kept for at least seven years.

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Cookies

A cookie is a small data file that a web server saves on a website visitor's computer. Cookies are divided into two groups: session cookies and time-limited cookies.

Session cookies

A session cookie is a file containing an identifier (a string of letters and numbers) that a web server sends to a web browser for temporary use for a limited period.

Time-limited cookie

A time-limited cookie is a cookie where it has been determined in advance how long the cookie will be active.

Pixels

In addition to cookies, Relivo also uses pixels. Pixels are snippets of code that allow Relivo to collect information about website visitors and what actions they take during their visit. The information is used to improve the website and create a better experience for visitors.

Third-party cookies

Third-party cookies are created by domains other than the website you are visiting. These are often used for online advertising and are placed on a website by adding scripts or tags. A third-party cookie is available on all websites that load that third party's server code. Relivo takes part in information collected by third-party cookies from, for example, Meta.

How does Relivo use cookies?

‍We use cookies and pixels to create a better user experience for our visitors. Examples of how we use cookies are listed below.

We use functional cookies to maintain the website and improve our technical solutions.

We use cookies to improve the customer experience and create tailored advertising for our visitors.

We use session cookies to store your page events, such as products you have added to your cart.

Through services such as Google Analytics and Google Ads, we analyse traffic and purchase history. This is done to develop our systems, improve our website and make digital customer visits easier.

We use cookies to develop our customer support through order history and chat functions.

Avoiding cookies

‍In the browser you use, you can set it to automatically refuse the storage of cookies, or to notify you every time a website requests to store a cookie. You can also delete previously stored cookies.

Communication by email and SMS

Scope of the service

By providing your contact details and, where required, consenting to communication from Relivo, you agree to receive recurring messages by email and/or SMS to the contact details you have provided.

The communication may include:

information necessary to fulfil our agreement with you, such as order confirmations, delivery information, payment reminders and account updates
information about your subscription and our services
marketing offers and information about Relivo's products
tips, guidance and content related to using Relivo

Necessary transactional communication is sent as part of our agreement with you and requires no separate consent. Marketing communication is sent only in accordance with applicable law and is based on consent or legitimate interest.

Costs and responsibility

Relivo does not charge any fee for communication by email or SMS. Any costs for SMS you receive are charged by your mobile operator according to the terms of your mobile plan. We recommend that you check any costs with your operator.

Unsubscribing and withdrawing consent

You can unsubscribe from marketing communication by email and SMS at any time by:

clicking the unsubscribe link in an email
replying STOPP to an SMS you have received
contacting us at support@relivo.se

After unsubscribing, all marketing by email and SMS stops. You may still receive communication that is necessary to fulfil our agreement with you, for example information about orders, deliveries or your subscription.

Changes and technical responsibility

Relivo reserves the right to change, update or discontinue the forms of communication by email and SMS as needed. We are not responsible for any delays, technical faults or undelivered messages caused by external operators or technical service providers.

If you change your email address or mobile number, you are responsible for updating your contact details so that we can continue to communicate with you correctly.

Legal basis for processing

All processing of personal data requires a legal basis. Below is the basis we rely on for each purpose.
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Fulfilling contracts. Executing your purchase and subscription, delivering products, managing payments, and sending order confirmations, delivery information, and account updates. Legal basis: contract.
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Customer service. Managing and responding to your support and warranty inquiries. Legal basis: contract and legitimate interest in being able to resolve your case.

Accounting and legal requirements. Fulfilling obligations under accounting and tax legislation. Legal basis: legal obligation.

Marketing communication. Sending offers and content via email and SMS. Legal basis: your consent, or legitimate interest when you are an existing customer and the communication concerns similar products. You can unsubscribe at any time.

Website analysis. Understanding how the website is used, including cookies and session recording, to improve the service. Legal basis: your consent in the cookie banner.

Advertising. Measuring and targeting marketing in advertising platforms, including excluding you if you are already a customer. Legal basis: your consent.

When we rely on legitimate interest, we have conducted a balancing test and determined that our interest outweighs your interest in the processing not taking place. You can request a copy of this assessment by contacting us.

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Who we share your personal data with

To operate our business, we share personal data with the following categories of recipients. Unless otherwise stated, they process the data on our behalf as data processors.

Payment and checkout provider (Kustom), to process and secure your payment.
Warehouse and shipping partners (Shelfless) and the carriers performing the delivery, to pack and deliver your order.
Email platform (Klaviyo), for transactional and marketing communications.
Customer service system (Richpanel), to manage your inquiries.
Analytics and web tools (Google Analytics, Microsoft Clarity), to understand how the website is used.
Advertising platforms (Google, Meta), for ad measurement and audience targeting.
Order and business analytics (Metorik), for tracking orders and subscriptions.
Affiliate networks (Addrevenue), to attribute purchases to our partners.
Accounting systems and our auditor, to comply with the requirements of the Swedish Bookkeeping Act.

We never sell your personal data.

Sharing contact information with advertising platforms

To make our marketing more relevant and to avoid showing acquisition ads to existing customers, we may share your email address and phone number with advertising platforms such as Google and Meta.

Data is encrypted before it leaves our systems. The platform uses it solely to match you with their own users and is contractually prohibited from using it for their own purposes.

Processing is based on your consent. You can withdraw your consent or object to the processing at any time by contacting us. You will then be removed from our target audiences on these platforms.

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Session recording

We use Microsoft Clarity to understand how visitors navigate our website. The tool records mouse movements, clicks, scrolling, and pages visited, compiling this into session recordings and heatmaps. It does not capture audio or video of you, and any text you enter is masked so that the content is not recorded.

The purpose is to identify and resolve user experience issues. Data is only recorded if you have consented to analytical cookies. Microsoft may use the data to improve its own services and products. You can read more in Microsoft's privacy policy at privacy.microsoft.com.

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Transfers to countries outside the EU and EEA

Some of our suppliers process personal data outside the EU and EEA, primarily in the USA. This includes, among others, Google, Meta, Klaviyo, and Microsoft.

The transfer is carried out based on the European Commission's adequacy decision for recipients certified under the EU-US Data Privacy Framework, or based on the European Commission's standard contractual clauses in combination with supplementary safeguards.

You can request a copy of the safeguards applied by contacting us.

Your rights

You have the right to:

request a copy of your personal data and find out what information we process about you
have incorrect data corrected
have your data erased when we no longer have a legal basis to retain it
request that the processing be restricted
object to processing based on legitimate interest, and always object to direct marketing
receive the data you have provided to us in a machine-readable format and transfer it to another party
withdraw your consent, without affecting the lawfulness of the processing carried out before the withdrawal

Contact us at support@relivo.se to exercise any of your rights. We will respond without undue delay and no later than within one month.

If you believe that we are processing your personal data incorrectly, you have the right to lodge a complaint with the Swedish Authority for Privacy Protection (Integritetsskyddsmyndigheten), which is the supervisory authority in Sweden. Contact details can be found at imy.se.

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