Privacy policy

The data controller is VENUVO BV, VAT BE1039.554.839, with its registered office at Motstraat 30, 2800 Mechelen, België / Belgique / Belgium. VENUVO is a trading name of VENUVO BV. For any question about your data, contact info@venuvo.com.

When you submit a request through venuvo.com — via the intake form or, where applicable, in a conversation with our AI assistant — we collect the information you provide:

• Identification: first name, surname
• Contact: email address, phone number
• Location: postal code, and — only if you mention it — municipality and/or address
• Project: type of work (air conditioning, heat pumps, maintenance, replacement), description, any photos you upload
• Technical context: IP address (truncated/anonymised), browser type, language, referral source (utm parameters)

We also record anonymous page views through cookieless product analytics (see §8 — Cookies).

We use your data to:

• assess and follow up on your request;
• draw up a quote or technical advice, where relevant through our installation partners;
• contact you by email or phone about your request;
• improve our service through anonymised traffic analysis;
• meet our legal obligations (accounting, tax).

We never use your data for cold-call telemarketing, for resale to third parties outside our installation partners, or for profiling that produces legal effects for you.

Processing rests on one of the following legal bases (art. 6 GDPR):

• Performance of your request (art. 6.1.b): necessary to draw up a quote and answer your question;
• Your consent (art. 6.1.a): for optional follow-up emails or a newsletter, where applicable;
• Legal obligation (art. 6.1.c): accounting retention periods;
• Legitimate interest (art. 6.1.f): fraud prevention and internal quality control, after balancing against your interests.

We do not sell your data. We share it only with the partner installer carrying out your work: your request is handled internally and, where relevant, passed to a local installation partner (subcontractor) able to carry out the work technically. That partner receives only what it needs to give you a valid quote.

We work with the following processors (subprocessors), acting strictly on our instructions:

• Convex — back-end database (EU);
• PostHog (EU host) — product analytics, cookieless by default;
• Cloudflare — CDN and hosting (EU edge);
• Microsoft 365 — operational email;
• Anthropic — AI-assisted text processing while drafting your quote and follow-up emails (no training on your data); a colleague reviews that text before it is sent to you.
• Google — Google Analytics 4 for aggregated visitor statistics. Storage and recognition happen only after you consent to the Statistics category.

A current list is available on request at info@venuvo.com.

Our infrastructure runs in the EU. For AI-assisted text processing, limited text may be processed by Anthropic under the EU Standard Contractual Clauses and with an explicit opt-out from model training.

If you consent to Statistics, aggregated measurement data is processed by Google LLC in the United States. Even before your choice, the Google tag sends one technical, cookieless signal: it carries no persistent identifier and ties you to no profile. Google is certified under the EU-US Data Privacy Framework; we additionally rely on the EU Standard Contractual Clauses as a further safeguard.

Active files: 2 years after last contact, so we can follow up on quotes and warranty questions. Inactive files are then anonymised or deleted, unless we are legally required to keep them longer (accounting: 7 years for invoices). Server and access logs: 12 months.

On your first visit, venuvo.com shows a cookie banner with three categories:

• Strictly necessary — always on, no consent required. This includes the cookie storing your choice (dispatch_consent_v1, 12 months) and our product analytics (PostHog, EU-hosted) in cookieless mode.
• Statistics — Google Analytics 4 (sets _ga and related cookies) and PostHog with a persistent identifier and possible session replay. Only after your consent.
• Marketing — no advertising tag sits behind this category on venuvo.com today. It appears in the banner, but your choice activates nothing here.

The Google tag itself loads before your choice, in Consent Mode v2's denied state: it writes no cookie, uses no persistent identifier and does not identify you. If you refuse, that state is kept. You can change your choice at any time via Cookie preferences at the bottom of every page; more detail on our cookie page.

After a phone call or a completed installation, we email you to ask how it went. If you answer that form, your answers stay internal by default.

If you write a comment in the text field, we may show it on venuvo.com. The form says so under its send button, before you send — your answers to the individual questions always stay internal. We then publish your first name, the initial of your surname and your town (for example "Jan P. from Mechelen"), together with your score, the month and your text exactly as you wrote it. Your full name, address, email address and phone number never appear on the site, and neither do your answers to the individual questions.

The legal basis is your consent (Art. 6(1)(a) GDPR). You can withdraw it at any time via info@venuvo.com and we will take your comment off the site. This has no effect whatsoever on your file or on the service you receive.

venuvo.com also shows reviews that customers published themselves on our Google profile, marked "Via Google". Those are already public on Google, under the name the author chose there. We show the reviews Google passes on to us — in practice the most recent — and we leave none out because we dislike the score. If you would rather your Google review did not appear on our site, edit or delete it on Google, or tell us at info@venuvo.com.

You have the right to:

• access your data;
• have inaccurate data corrected (rectification);
• have your data erased (right to be forgotten), unless we are legally required to keep it;
• restrict or object to the processing;
• receive your data in a structured format (portability);
• withdraw your consent at any time, without affecting processing carried out before the withdrawal.

You can exercise these rights at info@venuvo.com. We respond within 30 days.

If you are unhappy with how we handle your data, you can lodge a complaint with the Belgian Data Protection Authority (Drukpersstraat 35, 1000 Brussels — contact@apd-gba.be — dataprotectionauthority.be).

We may adapt this policy when our services or the law change. The date of the last change appears at the top of this page. Significant changes are reported explicitly to active customers by email.