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@dispatch-office.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) — anonymous product analytics;
• 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.

A current list is available on request at info@dispatch-office.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. We do not send raw personal data to third countries outside this defined framework.

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.

venuvo.com sets no tracking cookies and no marketing cookies. Our product analytics (PostHog) runs in cookieless mode: no browser cookie or localStorage item is stored, and no session replay is recorded. That is why our site shows no cookie banner — one is not legally required when no non-essential cookies are set.

More detail on our cookie page.

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@dispatch-office.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.