Privacy Policy

Updated at 2023-11-20

A obtenção de um documento em português pode ser feita aqui: https://www.serene.pt/privacy-policy-pt.

Serene (also "we," "our," or "us") puts a great importance to the protection of personal data and the privacy of our customers and all Users of our platforms and mobile applications.

Our Personal Data Protection Policy describes the types of personal data that are collected by Serene or its subcontracted partners and the way in which this data may be used/processed.

All actions carried out on your personal data are carried out in accordance with the regulations with effect from 25 May 2018, based on “Regulation (EU) 2016/679 on the protection of natural persons with a view to the processing of personal data and their free movement”, from now on referred to as “the Regulation”.

The User of the services, websites and applications of Serene acknowledges that they have read and accepted the terms of this Policy and the general conditions that correspond to the services provided. If the User does not accept the terms, he or she is free not to use the services and websites or mobile applications, thus not providing any type of personal data.

1. Identity Of The Controller

Personal data for Serene purposes is collected by SHINING ODYSSEY UNIPESSOAL LDA, Avenida Duque de Loulé, 90, Block 2, ap. 3, Lisbon, Portugal, 1050-086, represented by Mr. Ivan Bulychev, in his role as CEO.

2. Legal Basis Of Data Processing

Processing is only lawful if and to the extent that at least one of the following situations occurs:

a) The data subject has given their consent to the processing of their personal data for one or more specific purposes;

b) The processing is necessary for the execution of a contract to which the data subject is party, or for pre-contractual measures at the request of the data subject;

c) The processing is necessary to comply with a legal obligation to which the person responsible for the processing is subject;

d) The processing is necessary to defend the vital interests of the data subject or another natural person;

e) The processing is necessary for the performance of functions of public interest or for the exercise of public authority vested in the person responsible for the processing;

f) Processing is necessary for the purposes of the legitimate interests pursued by the controller or third parties, except if the interests or fundamental rights and freedoms of the holder prevail, which require the protection of personal data, in particular if the holder is a child.

Point f), does not apply to data processing carried out by public authorities in carrying out their tasks electronically.

3. Processing Of Personal Data

When providing its services and using websites and mobile applications, Serene collects personal data relating to the User. This data is processed in accordance with the purpose defined at the time it was collected.

When you pay for a purchase or services at a Serene affiliated store, the data is collected directly by employees in the store, in order to guarantee the confidentiality of your personally identifiable data. Employees will ask you for the information necessary to pay for the service, for example, your name and surname, email address, telephone number and zip code.

As a general rule, the information necessary to perform the services is marked with an asterisk on the data collection form or is verbally identified as being essential at the time of collection. If you do not fill in the necessary fields, we will not be able to perform the services properly.

In specific cases, Serene may collect and use your personal data to access features and services offered on our websites and mobile applications and keep them updated, corrected and relevant, namely for one or more of the following purposes :

Management of orders and deliveries in store

When placing an order or providing a service at a Serene branch, our employees collect, upon receipt, directly with you, your personal data necessary for the following purposes: placing the order, payment and billing for the service and notification by SMS and/or email when the order is ready.

When placing an order in store, the personal data likely to be requested by Serene are mainly:

Name and Nickname,
Contact details (postal address, landline or mobile phone number, email address)
Your instructions to the employee

Management of requests for information and/or documents

Your identification data will allow us to process your requests on our contact forms, for example:

your personal details (title, surname, first name, date of birth, postcode)
your contact details (landline and/or mobile telephone number, email address)
email correspondence (content of your emails, your email address and correspondence sent to you)
the internal processing code that allows us to identify the customer.

The recipients of the data are in internal departments of SHINING ODYSSEY UNIPESSOAL LDA and the processors are subcontracted by the company.

Job application management

Your career details (educational qualifications, certifications, CV, motivation letters, etc.) will allow us to process your job application. The recipients of these details are exclusively the internal departments of SHINING ODYSSEY UNIPESSOAL LDA. Any communication of personal data to third parties (recruitment companies, temporary employment agencies, etc.) will be subject to prior acceptance by the person concerned (“data subject”).

Transmission of commercial information

Serene ensures the regulations stipulated in articles 6 and 7 of the European Data Protection Regulation, which specifies the need for consent expressly obtained from the User (“opt-in”) for the transmission of special offers, marketing, prospecting, etc.

Therefore, respecting your rights, your data may be used to inform you of offers, services, promotions and campaigns/games proposed by Serene, via email or SMS. Through websites, data collection devices or when you purchase something in our stores, Serene requests your prior consent to fill in your personal data, for example:

surname
first name
address
date of birth
telephone number (landline or mobile)
email address.

Exceptionally, as part of our service, in your capacity as a customer, without having provided your express consent, Serene may process your data to electronically send you marketing information if you are a Serene customer and if the purpose of this processing is to offer similar products or services. This information is sent in accordance with the legitimate interests of Serene and in accordance with the balance of interests between the client and Serene.

In all cases, you will always have the option to refuse to receive these marketing notifications by doing the following measures:

In the case of an email message, pressing the “Unsubscribe” link present in all messages or sending an e-mail to [email protected].
In the case of SMS prospecting, sending an e-mail to [email protected].

Loyalty program

Your data will allow us to manage your membership to our loyalty program, for example:

your personal details (title, surname, first name, date of birth)
your contact details (billing address, email address, zip code)
your telephone numbers (landline and/or mobile)

Website Traffic Statistics

For example:

IP address,
cookies,
pages visited by the User,
date and time of visit (see details about cookies below).

The recipients of the data are the internal departments of Serene and, when applicable, the recipients subcontracted by the company. Additionally, Serene may need to collect personal data for other purposes, taking care to obtain prior, specific, informed and unambiguous consent from data subjects, including by electronic means.

Facebook Pixel

Facebook pixel is an analytics tool that allows you to measure the effectiveness of your advertising by understanding the actions people take on your website. You can use the pixel to: Make sure your ads are shown to the right people. Facebook pixel may collect information from your device when you use the service. Facebook pixel collects information that is held in accordance with its Privacy Policy.

Geolocation and mobile applications

Serene uses technologies that allow you to determine the current location of your mobile devices. This function requires your consent and can be deactivated when installing the application or, after installation, in your phone's settings. Except with previously acquired consent, information relating to your movements will not be saved.

Collection of bank details

For all purchase orders through the website or mobile application, the User has a secure payment method at their disposal.

This payment method is managed by a partner of Serene, in compliance with applicable regulations. Credit card data is deleted after each transaction or, in the event of a complaint or dispute, archived in a secure system for a maximum duration of 13 months.

Serene may be obliged to collect personal data for other purposes, based on legal obligations, in the legitimate interests of Serene, taking care to obtain the prior consent of the people involved, in a free, specific, informed and unequivocally, including by electronic means.

4. Communication of Personal Data

Serene may share your information with selected third parties including:

Business partners, suppliers and subcontractors for the performance of any contract we enter into with them or you, on the basis that it is necessary to perform the contract that we have with you or for our legitimate interests in managing our business and improving the Service.
Analytics, technical developers and search engine providers that assist us in the improvement and optimisation of our App, on the basis that it is necessary for our legitimate interests in doing so.
In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.

We may also transfer your personal data if we are under a duty to do so in order to comply with any legal obligation, or if it is necessary for our legitimate interests in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of Serene, our customers, or others. This includes exchanging information with other companies and organizations for the purposes of fraud protection and credit risk reduction.

5. Cookies

Serene websites use cookies to adjust their websites to user preferences and optimize their pages. Cookies or other technologies are used to allow you to access the website and other personalized services. These cookies make navigation simpler and improve the friendly relationship between the User and the website. A cookie records information relating to your computer's navigation on our website (the pages you visited, date and time of visit, etc.). It is possible for us to read this data on your next visits. By configuring your computer's internet browser, you can refuse the use of cookies, as specified below. In this case, access to certain services and sections on the website may be presented with changes or be completely inaccessible. The purposes of the cookies installed on your computer by the website are the following:

monitor website traffic statistics (Google Analytics)
in the case of sites that require authentication, keep your session open
allow or facilitate electronic communication
to save the language choice
to save the choice to accept cookies

To refuse cookies

You are allowed to refuse the recording of cookies by configuring the parameters of your internet browser.
When applicable, the User will be informed that some services and sections of the website may be changed or even inaccessible.

The storage period for cookies varies depending on the type of cookie. It is our policy to use cookies that self-destruct after the connection to our website ends. These cookies are called “session cookies” or “transition cookies”. A log file also allows us to store the history of all accesses to our website pages or downloaded files. This information is retained for a maximum period of 6 months. Finally, information regarding the User's consent to the use of cookies is stored for a maximum period of 18 months. Cookies are for internal use and are not accessible by third parties.

Google Analytics and privacy

Serene uses Google Analytics to track your activity on our websites and determine the number of users who visited our pages and the content visited. This analysis is anonymous. Google Analytics cookies are stored on your computer and may be transferred to a Google server located in the United States of America, where they are stored. Google will use this data to analyze your use of our website, produce activity reports for website managers, provide new services related to previous use of the website and the internet. Where applicable, Google will also transfer this data to third parties, if required by law and/or subcontracted solely by Google.

6. Cleancloud Digital Platform

Some of our digital services and personal data processing related to your orders may use the CleanCloud digital platform, thus in order to use the Serene website and/or Serene iOS or Android mobile application, we kindly ask you to read and accept the CleanCloud privacy notice that you can find here: https://clean.cloud/privacy.

7. Third-Party Links

Our Site may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our Site, we encourage you to read the privacy notice of every website you visit.

8. Data Transfer Outside The European Union

The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (“EEA“) for our own administration purposes. It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfillment of your order, the processing of your payment details and the provision of support services. Whenever we transfer your data outside the EEA, we ensure that a similar degree of protection is afforded to it by ensuring that at least one of the following safeguards is implemented:

We will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission.
Where we use providers based in the USA, we ensure that they are part of the US-EU Privacy Shield (for which see https://www.privacyshield.gov/welcome); and
Where we use other providers we will ensure that the data transfers are subject to the EU Model Contract Clauses for the transfer of personal data to third countries (for which see https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/model-contracts-transfer-personal-data-third-countries_en).

9. Security Measures

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information. Where we have given you (or where you have chosen) a password which enables you to access certain parts of the Site or the App, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) is never kept on file. We cannot, however, ensure or warrant the absolute security of any information you transmit to us or guarantee that your information on the Service may not be accessed, disclosed, altered, or destroyed by a breach of any of our physical, technical, or managerial safeguards.

10. Data Retention Period

Serene will archive your personal data in a secure environment only for the period necessary to fulfill the purpose for which the data was initially collected or the maximum archiving period permitted by the law of the country in question.

The list below summarizes the different maximum data retention periods, based on the purpose for which Serene needs to process your data.

The maximum period will always apply except when requested to delete or discontinue the processing of your personal data before the defined limit.

Video surveillance to ensure the safety of merchandise and customers visiting the Serene stores - up to 30 days;
Statistical metrics and customizations of websites and mobile applications, managed by cookies - up to 18 months;
Management of requests for access and rectification of personal data - 18 months after ordering;
Management of objection processing - 3 years after accepting the right to object;
Answers to satisfaction questionnaires - 18 months since last contact;
Promotional and loyalty actions, competitions and games, sending offers - 24 months after the end of the commercial relationship or the last contact initiated by the customer or prospecting;
Management and registration of purchases and services, guarantees, debt recovery, complaints management - 10 years since the last event, except for data relating to payment methods, managed by Serene partners – only for the predefined period of the payment operation.

11. Rights Of Data Subjects

In accordance with (EU) Regulation 2016/679 on the protection of personal data, you are guaranteed the following rights regarding your data:

the right to access the personal data held about you;
the right to ask us not to process your personal data for marketing purposes;
the right to withdraw at any time any consent you have given to receive marketing material from us, or in any other case where we process your personal data on the basis of a consent that you have given (and not on some other legal basis);
the right to ask us to rectify inaccurate personal data about you;
the right to ask for the restriction of personal data concerning yourself that is inaccurate, unlawfully processed or no longer required;
the right to ask for the transfer of your personal data in a structured, commonly used and machine readable format where the processing is based on your consent;
the right to ask for the erasure of personal data concerning yourself where processing is no longer necessary or the legitimate interests we have in processing your personal data are overridden by your interests, rights and freedoms as the data subject; and
the right to withdraw your consent at any time to your name or image being used in connection with any of our competitions or promotions for publicity purposes.

You can exercise any of your rights at any time by contacting us at [email protected]. You also have the right to make a complaint to the competent authorities.

12. Modification Of This Policy

Any changes that Serene may make to our policy in the future will be posted on this page with the updated modification date at the top and, where appropriate, notified to you by email. Consequently, we invite the User to read our Policy whenever they visit our website to check the latest published version, always available on our websites or mobile applications.

13. Contacts

If you have any questions or suggestions about our Policy, do not hesitate to contact us at:

Telephone number: +351 915 920 568.

E-mail address: [email protected].