Privacy Policy
Last updated: 1 November 2025
Remobile 786 SL respects your privacy and protects your personal data when you visit shop.remobile.eu, place orders, request returns or warranty service, or contact support. This policy applies to customers in the EU/EEA and in other regions where we operate.
1. Introduction — Scope & Purpose
This policy explains what data we collect and why, how it is used and shared, the measures that protect it, how long we keep it, and how you can exercise your privacy rights.
2. Personal Data We Collect
- Account & identity
- Name, billing and delivery addresses, email, phone number, and date of birth (for identity verification where required).
- Order & transactional data
- Order history, product details (IMEI/serial where applicable), order numbers, invoices, and payment tokens (full card numbers are never stored).
- Warranty, returns & repairs
- Repair reports, diagnostics, photos and videos, service notes, RMA numbers, and shipping tracking.
- Customer support & communication
- Support tickets, chat transcripts, emails, and call logs (for quality and training where lawful).
- Device & technical data
- IP address, device/browser fingerprint, cookies, analytics data, and crash logs.
- Marketing & preferences
- Newsletter subscription, marketing consents, and promotion responses.
- Third-party & public sources
- Data from payment providers, carriers, identity-verification services, or publicly available sources.
3. Legal Basis for Processing
Under the GDPR, we process your data on the following bases:
- Contract performance
- Processing orders, payments, returns, and 24-month warranty claims.
- Legal obligation
- Invoices, tax records, and fiscal and consumer-law compliance.
- Legitimate interests
- Fraud prevention, dispute handling, and network and information security.
- Consent
- Non-essential cookies, marketing emails, and optional features.
- Vital or public interest
- Only in strictly necessary cases.
The applicable legal basis is disclosed when the specific data is collected.
4. How We Use Your Data
- Order fulfilment and delivery — processing, tracking, and communication updates.
- Payment processing through PCI-DSS-validated providers; Remobile never stores your CVV.
- Returns and warranty handling for 60-day returns and 24-month warranty claims.
- Customer support for issue investigation and quality and dispute records.
- Fraud prevention, security detection, and abuse prevention.
- Marketing and personalization with your consent for promotional content.
- Analytics and product improvement using anonymous or aggregated data.
- Legal and regulatory compliance for tax, accounting, consumer rights, and legal claims.
Warranty claims and returns require us to store diagnostic and service records so we can perform repairs or resolve disputes.
5. Who We Share Data With
We share data with:
- Payment service providers (payments and refunds).
- Carriers and couriers (deliveries and returns).
- Repair centres and service partners.
- IT and hosting providers (cloud, backups, email).
- Fraud-prevention and analytics providers.
- Legal and regulatory authorities when required.
Transfers outside the EEA take place only under a European Commission adequacy decision, Standard Contractual Clauses, or another lawful mechanism.
6. Data Retention
- Warranty & repair records
- 24 months, plus up to 4 additional years where needed (maximum 6 years in exceptional cases).
- Returns & refunds
- Until the case is closed, plus the relevant legal and tax period.
- Support tickets
- 24 months after the case is closed.
- Cookies & analytics
- Session cookies expire at the end of the session; analytics identifiers are kept for up to 24 months.
- Marketing consents
- Until withdrawn or until activity ends.
Retention aligns with GDPR principles and our legal obligations.
7. Automated Decisions & Profiling
We may use automated tools for fraud detection and risk scoring. You are not subject to solely automated decisions that produce legal effects without human review. You have the right to request human intervention and to challenge such decisions.
8. Your Rights under the GDPR
You have the right to:
- Access your personal data.
- Request correction (rectification).
- Request deletion (erasure).
- Request restriction of processing.
- Object to processing based on legitimate interests.
- Request data portability.
- Withdraw consent at any time.
To exercise your rights, contact support@remobile.eu with proof of identity.
9. Security Measures
We protect your data with:
- HTTPS/TLS encryption.
- Restricted access and role-based permissions.
- Encrypted backups and secure hosting.
- Security monitoring and vulnerability testing.
- PCI-DSS-compliant payment processors.
High-risk breaches are reported to the authorities and to affected individuals as required.
10. Children & Special Categories
Our services are intended for adults only (16+). We do not knowingly process sensitive personal data unless it is explicitly provided and lawful.
11. Changes to This Policy
We may update this policy when we add services or processors or when laws or regulations change. The updated policy is posted on shop.remobile.eu or remobile.eu with a new "Last updated" date. We may email you about material changes.
12. Practical Notes for Returns & Warranty
Returns and warranty claims involve collecting minimal data (order number, IMEI, photos and videos). Records are kept for the 24-month warranty and for legal and tax obligations. Photos of dead-on-arrival or transit-damaged devices are kept until the claim is resolved.
13. Contact & Supervisory Authority
- Controller
- Remobile 786 SL
- Phone
- +49 1522 5686186
- support@remobile.eu
You also have the right to lodge a complaint with your local data-protection supervisory authority.