Privacy Policy

Last updated: February 2024

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At Stannah we take our customers’ privacy seriously. In addition to this Privacy Notice (the “Notice”), below you may also find documents relating to the terms of use of our website and information regarding what cookies we use on our website:

• Terms of Use
• Cookies

Introduction

This is the Privacy Notice for the Stannah Group of companies in the United States. When we refer to Stannah we mean:

• Stannah Stairlifts Inc
• ACME Home Elevator dba Stannah
• Stannah Interstate
• Stannah Holdings

Overseas Stannah companies operate according to privacy statements relevant to their local markets.

Information we hold

Stannah may hold the following details about you:

• Personal information such as your name and address and any information you may have given us when discussing your needs or submitted in writing which may include sensitive personal data
• The number that you telephoned us onDigital information, including your IP address and how you found us online
• Contact preferences
• Recordings of calls you have made to us
• Information pertaining to your contract
• Transaction records (but note no bank or card details are recorded or retained)
• Details of any sales or service visits we may have made to you and any calls or contact we may have with each other
• Technical information regarding your product and/or installation
• Medical condition or disability information (or infer a medical condition or need) with your desire to have a home elevator or stairlift
• Medical condition or disability information (or infer a medical condition or need or biometric data) with your desire to have a home elevator or stairlift

Stannah collects information about you only if we need the information for a legitimate business purpose or because you have freely provided your consent. Stannah obtains the categories of personal information listed above from the following categories of sources:

• Directly from you. For example, from forms you complete, including your written correspondence, emails and phone calls to us.
• Indirectly from you. For example, from observing your actions on our website.
• From 3rd parties. We only use a reputable source and we make sure that personal information has been collected and maintained in compliance with applicable privacy and data protection legislation

Please note that the term “personal information” does not include publicly available information from government records, as well as deidentified or aggregated consumer information.

Sensitive personal data

For some products it is helpful to collect and process information defined as ‘sensitive’, such as information about health conditions. This information may be used by our sales consultants to help them specify the product, by our installation teams, service teams or other teams to offer you the most appropriate product or service. We will always ask for your permission to store and process sensitive information and it will always be held securely.

Hoax requests

It is unfortunate but we often receive hoax requests for brochures. Mostly these are done in the spirit of jest but occasionally these are malicious. It is with regret that in all of these cases we cannot provide any information about who submitted the request, including photocopies of coupons, call recordings, IP addresses etc., except to police.

Lead generators

Where your personal information has been passed to us by a third party such as a mobility shop or other paid lead generator we will share sufficient information with them for accounting and administration purposes.

Data retention

If you enquire with us we will hold your personal information for two years from the date we received your inquiry unless you ask us to remove your information beforehand or we have a legitimate business reason to hold it longer, such as contractual obligations we may have with you or because it is necessary for us in order to fulfil our legal obligations. If you ask us to remove your personal information we will then hold your information in a suppression file to match against any third party data we may buy in and you will not be marketed to or receive any information from us.

If you purchase a product or service from us we will still hold your personal information following the expiration of the warranty period for the purposes of any future retrofit, product or service liability claims.

Call recordings

We record some calls for training and monitoring purposes. Where calls are recorded, you will be notified prior to connection to an agent.

Our systems automatically record the telephone number that you dialed in from. We do not use this information for contact purposes other than we will use this information in the event you did not get through to us and we return your call to establish the nature of your inquiry.

Social media

We monitor social media feeds and may respond to relevant comments.

Responding to your inquiry

If you make a request for product or service information and provide us with your details we will use these to fulfil your request and periodically follow up your inquiry. For example, if you share your name and contact information or ask a question about our products or services, we will use that personal information to respond to your inquiry. This response and follow up process will be conducted under the grounds of our legitimate business interests. We will ask for your consent to contact you via email, text, autodialer, or pre-recorded message.

You can tell us to stop following up at any time.

Marketing

Your details may be used to send you marketing information relevant to your inquiry for a period of a maximum of five years following your initial contact.

We will ask for your specific consent for any additional marketing activity, for example if we wanted to send you something we thought you might be interested in but was unrelated to your original inquiry. We will maintain a record of when and how we obtained your consent. You can withdraw your consent at any time.

Managing your inquiry and purchase

We will use your personal information to manage your inquiry and any subsequent purchase, as well as investigate and address your concerns and monitor and improve our responses. For example, if you provide your personal information to purchase a product or service or ask for technical support, we will use that information to efficiently process your request (locating the nearest Stannah service technician or center, facilitating delivery etc.). We may also save your information to facilitate new product orders or process returns.

Referral to third parties

In cases where we are unable to provide a product directly but we have a distributor who may be able to help you we will ask for your permission to pass over your data and we will maintain a record for administrative and accounting purposes.

Market research and Product Development

We periodically undertake market research, either directly or via independent third parties to help us better understand our market and how we can improve our products and services. We may profile our data based on the information you provide and any data we may acquire externally to identify relevant groups to contact.

Customer satisfaction

It is incredibly helpful for us to understand how satisfied you are with your experience of Stannah. We may ask you to complete a Stannah customer satisfaction survey, either in print or online, which we will use to monitor our performance and any concerns our customers raise.

We may invite you to complete an online customer review via a third-party service. These organizations will process your data on our behalf and cannot use your data for their own purposes.

Occasionally, as part of our commitment to independent accreditation services, we may invite you to complete surveys that will be used by these third parties to monitor our performance against their criteria. We will not, however, share your data with these organizations.

Preventing transactional fraud, safety, security and reporting purposes

We may use your personal information to maintain the safety, security and integrity of our website, products and services, databases, as well as other technology assets. We may also use it to respond to law enforcement requests, court orders or governmental regulations, as required by applicable law.

Please note that Stannah will not collect additional categories of personal information or use the personal information we collected for materially different, unrelated, or incompatible purposes without providing you notice.

Children

This website does not provide services or sell products to children under the age of 18. If you are under the age of 18 years old please do not enter any information into this site and do not use this site. If we learn we have collected or received personal information from a child under 18 without verification of parental consent, we will delete that information. If you are aware of any information we may have collected from a child under 18 years of age, please let us know so that we can delete that information.

Profiling and automated decision making

Based on the information that you provide to us and information we may obtain through third party services, we may profile your personal information e.g. customer type, location, demographics, product and service interest areas to enable us to tailor our sales and marketing communications to you. You have the right to object to profiling and automated decision making. Please see section 13 (“Your rights”) below for more details.

We may also conduct credit checks where necessary for contractual purposes.

Cookies and web tracking

Our websites use a range of cookies and tracking pixels to help us ensure our websites provide information effectively. Please see the cookie statement below for more details:

Cookie Statement

Sharing your personal information

Within Stannah

Personal information about you and the products you hold with us may be used across the Stannah Group in order for us to fulfil your inquiry and/or our contract with you and for:

• Understanding your requirements
• Making decisions about the suitability of product to be offered
• Legal and regulatory compliance
• Tracking debtors and collecting debts

With other organizations

We may share your personal information with other organizations if the following applies:

• they provide products, services or research on behalf of Stannah, for example subcontractors supplying electrical services. Our contract with them will not allow them to use your personal information for anything other than the fulfilment of our contract with you.
• they provide administrative, processing, development, analytical or other services to help us in our sales, marketing, digital, administration and product development activities.
• they provide market research services to help us improve our product, marketing and services.
• they prompt for reviews of our products and services
• we transfer rights or obligations of our contract with you
• we have asked and been given your consent
• we are required or permitted to do so by law or regulation

Where we share personal information with agents and sub-contractors we will ensure that is supported by a written contract and that your personal information is treated confidentially and securely, and in accordance with this Notice, as well as the applicable privacy and data protection legislation.

if you request a different service or product that requires us to share your personal information, or some other business purpose, we will let you know before we disclose such information.

Stannah will not sell, share or give any data to external companies for the marketing purposes of those companies.  

Your rights

Depending on your State, you might have certain  rights regarding the use of their personal information:

These are:

• The right to access: You may request that we confirm whether we process your personal information. You may request that we disclose to you the categories and/or the specific pieces of personal information that we collect about you, the categories of sources from which we collected the personal information, the categories of personal information we sold or disclosed, our business or commercial purpose for collecting, selling or sharing the personal information, and the categories of third parties with whom we disclosed the personal information. You may also request a copy of the personal information you provided to us, which will be provided in a portable and readily usable format. To exercise this right, please include your customer number if possible and details of the information you require.
• The right to rectification:  It is important that any personal information we hold is up-to-date and correct. Thus, you may request that we correct inaccurate personal information we maintain about you, taking into account the nature of the information and the purposes of processing.
• The right to erasure: You may request that we delete personal information we have from or about you.
• The right to limit/restrict processing: You may request that we pause processing your personal information (usually following your right to erasure)
• The rights to data portability: You may request that we disclose your personal information to you in a common file format.
• The right to opt out of the processing of personal information, including sale or sharing of such information.
• The rights to opt out of any automated individual decision making, including profiling

Exercising your rights

If you do not wish to receive any marketing materials from Stannah or exercise any of your rights over your personal information, as described above, you can email, telephone or write to us using the contact information shared in the respective Section below.

Timelines

Once we receive your request, we will try to respond to you without undue delay, and in accordance with the timelines required under applicable law. The response period may be extended where reasonably necessary, considering the complexity and specific circumstances of your request. In case of such an extension, we will inform you accordingly in advance.

Verifying your request

When you make a request (e.g., to access or delete your personal information), we will take steps to verify your identity. These steps may include asking you for personal information, such as your name, address, or other information we maintain about you. We will only use personal information provided in a verifiable consumer request to verify the requestor’s identity or authority to make the request. Please know that making a verifiable consumer request does not require you to create an account with us.

The verifiable consumer request must:

• When you make a request (e.g., to access or delete your personal information), we will take steps to verify your identity. These steps may include asking you for personal information, such as your name, address, or other information we maintain about you. We will only use personal information provided in a verifiable consumer request to verify the requestor’s identity or authority to make the request. Please know that making a verifiable consumer request does not require you to create an account with us.
• Provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative.
• Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it.

We cannot respond to your request or provide you with personal information if we cannot verify your identity or authority to make the request, confirm the personal information relates to you, and your request lacks sufficient details to help us handle the request. In this case, we will notify you to explain the basis of the denial.

Limitations

Please also note that exercising your rights may be subject to certain exceptions, particularly in cases where processing your personal information is necessary for us or our service providers to:

• Complete the transaction for which we collected the personal information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you.
• Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.
• Debug products to identify and repair errors that impair existing intended functionality.
• Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.
• Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information’s deletion may likely render impossible or seriously impair the research’s achievement, if you previously provided informed consent.
• Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us.
• Comply with a legal obligation or any other applicable law.
• Make other internal and lawful uses of that information that are compatible with the context in which you provided it.

We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive, or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.

For California residents only:

Please note that you may only make a verifiable consumer request for access/portability twice within a 12-month period. Any disclosures we provide will only cover the 12-month period preceding the verifiable consumer request’s receipt.

Authorized Agents

You may also designate an authorized agent to submit requests on your behalf.  If you do so, you will be required to verify your identity by providing us with certain personal information as described above.  Additionally, we will also require that you provide the agent with written and signed permission to act on your behalf, and we will separately confirm with you that you provided the agent with permission to submit the request.  We will deny the request if the agent is unable to submit proof to us that you have authorized them to act on your behalf or if any of the above verification criteria are not met.

Processing information outside the US

Should there be other occasions where we need to process personal information outside of the US for the purposes described in this Notice, we shall ensure that the relevant data transfers are secure and done under contractual arrangements that offer the same level of protection as in the US.

Security of your data

All our data is held on secure servers or secure private cloud storage. We take data security very seriously and use a range of tools, protocols and services to ensure data is protected.

The safety and security of your information also depends on you. Where we have given you (or where you have chosen) a password for access to certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Unfortunately, no data transmission over the Internet or any wireless network can be guaranteed to be 100% secure. As a result, while we strive to protect your personally identifiable information, you acknowledge that: (a) there are security and privacy limitations of the Internet which are beyond our control; (b) the security, integrity and privacy of any and all information and data exchanged between you and us through this site cannot be guaranteed; and (c) any such information and data may be viewed or tampered with in transit by a third party. Any transmission of personal information is at your own risk. We are not responsible for circumvention of any privacy settings or security measures contained on the website or other service.

Contact Information

If you want to exercise any of your rights, or you have any questions, comments or complaints about this Notice or the ways in which we collect and use your personal information,  please do not hesitate to contact us at:

Stannah Data Protection Team
20 Liberty Way
Franklin, MA 02038

Tel: 1-800-877-8247
Email: info@stannah.com
Website: www.stannah.com/en-us

Changes to this Notice

We reserve the right to amend this Notice at our discretion and at any time. When we make changes to this Notice, we will post the updated Notice on the website and update the Notice’s effective date. Your continued use of our website following the posting of changes constitutes your acceptance of such changes.

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