Privacy Policy

 

1. Identification of the Data Controller

FLAMA - FÁBRICA DE LOUÇAS E ELECTRODOMÉSTICOS, S.A. is the entity responsible for processing the personal data collected through the website and associated e-commerce channels of the Flama brand.

Registered office: Rua Alto de Mirões 249, Zona Industrial de Cesar, 3700-727 Cesar, Portugal.

General contact: info@flama.pt

Contact for privacy matters: info@flama.pt

 

2. Scope of Application

This Privacy Policy applies to the processing of personal data carried out in the context of using Flama's website, creating a customer account, placing orders, subscribing to commercial communications, contacting customer support, managing returns and warranties, and other interactions with Flama through digital or other channels associated with its commercial activity.

 

3. Categories of Personal Data Processed

In the course of its activities, Flama may process the following categories of personal data:

• identification data, namely name;
• contact details, namely email address, telephone number, billing address and delivery address;
• transactional data, namely order history, products purchased, amounts, returns, refunds and incidents associated with the purchase;
• data required for invoicing and compliance with legal obligations;
• customer account data, where applicable;
• communication data, when the data subject contacts Flama via form, email, telephone or other support channels;
• technical and browsing data, namely IP address, online identifiers, information relating to the device, browser, operating system, access logs and interaction with the website;
  
• marketing preferences and proof of consent, where applicable.

As a rule, Flama does not request special categories of personal data through the website. If, in exceptional circumstances, such data are communicated by the data subject in the context of a request for assistance, complaint or contact, they will be processed only to the extent strictly necessary to manage the specific situation and with the legally required safeguards.

 

4. Purposes and Lawful Bases

Flama processes personal data for specific, explicit and legitimate purposes, based on the legally applicable lawful bases.

4.1 Management of the Pre-Contractual and Contractual Relationship

Personal data may be processed for:

• creation and management of the customer account;
• order processing and confirmation;
• billing and collection;
• shipping, delivery, and order tracking;
• management of returns, refunds, and incidents associated with the purchase;
• customer support, technical assistance, and management of after-sales requests.

Legal basis: performance of a contract or taking steps at the data subject’s request prior to entering into a contract.

4.2 Compliance with Legal Obligations

The data may be processed to comply with the legal obligations to which Flama is subject, including tax and accounting obligations, consumer protection, complaints management, cooperation with competent authorities, and retention of information where legally required.

Legal basis: compliance with a legal obligation.

4.3 Operational Management, Security, and Fraud Prevention

Flama may process certain data to ensure website security, prevent misuse, detect fraud, manage technical incidents, protect systems and networks, and defend its rights in extrajudicial or judicial proceedings.

Legal basis: Flama’s legitimate interest in the security of its activities, fraud prevention, and protection of its rights, provided that the data subject’s rights and freedoms do not prevail.

4.4 Commercial Communications and Marketing

Where the data subject authorizes it or another legally permissible basis exists, Flama may use contact details to send communications relating to products, campaigns, promotions, launches, news, commercial content, or brand initiatives.

Legal basis: the data subject’s consent, where required by law, or another legally permissible basis.

The data subject may withdraw consent or object to receiving marketing communications at any time, without affecting the lawfulness of processing carried out up to that point.

4.5 Improving the User Experience and Website Performance

Flama may process technical and browsing data to analyze website performance, improve content, correct errors, optimize features, and understand, in aggregate or, where applicable, on an individual basis, how the platform is used.

Legal basis: consent, where legally required for non-essential technologies, or legitimate interest, in cases that are strictly necessary and legally permitted.

 

5. Source of Personal Data

Personal data is generally collected:

• directly from the data subject, particularly when creating an account, placing an order, subscribing to newsletters, completing forms, contacting Flama, or interacting with the website;
• automatically, through the technical operation of the website, including logs, cookies, and similar technologies;
• through third parties involved in the performance of the contract, namely payment service providers, carriers, or technology platforms, to the extent strictly necessary for the operation and always in accordance with legally admissible terms.

 

6. Recipients and Processors

In the context of the purposes indicated above, Flama may disclose personal data or grant access to it to the following categories of entities:

• hosting, maintenance, and technology support service providers;
• e-commerce platform operators;
• payment service providers;
• logistics operators and carriers;
• customer support, CRM, or ticket management service providers;
• electronic communications and email marketing service providers;
• providers of performance analysis, security, and fraud prevention services;
• accountants, consultants, auditors, and legal representatives, where necessary;
• public, regulatory, law enforcement, judicial, or administrative authorities, when disclosure is legally required or permitted.

Whenever they act on behalf of Flama, these entities shall process the data as processors, in accordance with documented instructions and with the adoption of appropriate technical and organizational measures. In certain cases, they may act as independent controllers where the processing results from their own obligation or from legally or contractually recognized functional autonomy.

 

7. International Data Transfers

If any Flama service provider is established outside the European Economic Area or processes data in third countries, Flama shall ensure that such transfers take place only on the basis of legally appropriate mechanisms, namely an adequacy decision, standard contractual clauses approved by the European Commission, or another legally admissible mechanism.

The data subject may request additional information about the international transfers actually carried out and the safeguards applied.

 

8. Data Retention Period

Flama retains personal data only for the period necessary for the purposes that justified its collection and processing, without prejudice to retention periods imposed by law or necessary for the establishment, exercise, or defense of rights.

For guidance purposes:

• data relating to orders, invoicing and contract performance will be retained for the period necessary to perform the contractual relationship and subsequently for the periods legally required or necessary to defend rights;
• data relating to marketing communications will be retained until consent is withdrawn, the data subject objects or the purpose justifying the processing ends;
• contact details relating to customer support, complaints, returns and after-sales service will be retained for the time necessary to handle the request and subsequently for the applicable statutory retention or limitation periods;
• technical data, logs and data associated with cookies will be retained for the periods defined in the relevant cookie policy and according to their nature and purpose.

When the purpose of processing ends and there is no legal basis for further retention, the data will be deleted or anonymized.

 

9. Cookies and Similar Technologies

Flama's website uses cookies and similar technologies to ensure its operation, improve the browsing experience, remember preferences, analyze website usage and, where applicable, support personalization or marketing features.

Depending on the website's configuration, cookies may include:

• strictly necessary cookies;
• performance or analytics cookies;
• functionality cookies;
• personalization or marketing cookies.

Whenever legally required, the use of non-essential cookies will depend on the user's prior consent, which may be withdrawn or reconfigured at any time through the cookie settings available on the website.

See the Cookie information available on the website.

 

10. Data Subjects' Rights

Under applicable legislation, the data subject may exercise, as applicable, the following rights:

• the right to access their personal data;
• the right to rectification of inaccurate or incomplete data;
• the right to erasure of data, in legally prescribed cases;
• the right to restriction of processing;
• the right to object to processing, particularly for direct marketing purposes;
• the right to data portability, where applicable;
• the right to withdraw consent where processing is based on it, without affecting the lawfulness of processing carried out previously;
• the right not to be subject to decisions based solely on automated processing, where legally applicable.

To exercise their rights, the data subject may contact Flama via:

Email: info@flama.pt

Post: FLAMA S.A., Marketing Department, Rua Alto de Mirões 249, 3700-727 Cesar, Portugal.

Flama may request reasonable additional information to confirm the applicant's identity when necessary for the secure processing of the request.

 

11. Complaints to the CNPD

Without prejudice to any other administrative or judicial remedy, the data subject has the right to lodge a complaint with the Comissão Nacional de Proteção de Dados (CNPD) if they believe that the processing of their personal data violates applicable legislation.

 

12. Data Security

Flama adopts appropriate technical and organisational measures to protect personal data against destruction, loss, alteration, disclosure, unauthorised access or any other form of unlawful or improper processing.

These measures include, in particular, access controls, limitation of permissions, logical and organisational security measures, protection of the technological infrastructure and proportionate assessment of the risks inherent in the processing.

Nevertheless, no transmission of data over the Internet or electronic storage system can be guaranteed to be completely invulnerable. For this reason, although Flama adopts appropriate and proportionate measures, it cannot guarantee absolute security.

 

13. Minors

As a rule, the website and Flama's commercial activities are not directed at minors for the autonomous collection of personal data based on consent. Where consent is required for information society services and the data subject is below the legally required age, that consent must be provided or authorised by their legal representatives, in accordance with applicable law.

 

14. Changes to the Privacy Policy

Flama may update this Privacy Policy whenever necessary to reflect legislative, regulatory, technological, operational or commercial changes.

The current version will always be the one published on the website on the date it is consulted. Where changes are materially significant, Flama may adopt additional communication measures when deemed appropriate.

 

15. Contact Details

For any questions relating to this Privacy Policy or the processing of personal data carried out by Flama, the following contact details may be used:

• Email: info@flama.pt
• Address: FLAMA S.A., Marketing Department, Rua Alto de Mirões 249, 3700-727 Cesar, Portugal.