Privacy Statement Remeha BV eTwist

In this privacy statement we explain how we collect and use your personal data.

  1. When does this privacy statement apply?
  2. Who is responsible for your data?
  3. Which data do we collect and how?
  4. How do we use your data?
  5. Which third parties can access your data?
  6. How do we secure your data and how long do we retain it.
  7. How can you exercise your legal rights?

1. When does this privacy statement apply?

This privacy statement applies to all personal information that we collect, use, share and store about you when you use our smart thermostat and related apps and services, our monitoring service, or when you contact us about these products and services.

Smart thermostat

The smart thermostat is a Wi-Fi enabled thermostat which can be controlled with or without our thermostat app. This privacy statement applies to all personal data that we collect, use, share and store in connection with the operation of your smart thermostat, the app, and your appliance (for example your boiler or heat pump).

Monitoring service

Our monitoring service is a service which can determine the condition of your appliance and predict when maintenance should be performed. The service uses a communication module or the smart thermostat (which comes pre-installed in your house or appliance or can be installed by your own installer) to send technical data about the operation of your appliance to our servers. We make this data available to your installer via an online dashboard so that he can determine the status of your appliance and decide if maintenance is required. If your appliance is maintained by a large installation company, we may provide the technical data about the operation of your appliance directly to that company, for example via an API. Such large installation companies are responsible for collecting and using your data and informing you about their data protection practices.

For details about how we collect and use information from our websites please read our website privacy statement. That privacy statement does not apply to the collection of data via websites of third parties. See the privacy policy of those websites (if any) for more information.

This privacy statement was most recently amended on 13/10/2017 and replaces earlier versions. We may amend this privacy statement from time to time and will notify you of any changes by posting the revised statement on this website or informing you by e-mail or via our apps.

2. Who is responsible for your data?

We are Remeha BV a leading manufacturer and distributor of innovative heating and hot water systems and services with offices at Marchantstraat 55, 7332 AZ, Apeldoorn, the Netherlands. Our smart thermostat is called eTwist. For more information about Remeha BV and our products and services, visit Remeha BV website.

Remeha BV is part of BDR Thermea Group, whose headquarters are in Apeldoorn, the Netherlands. BDR Thermea Group owns various well-established, globally familiar heating and hot water brands such as Remeha BV, De Dietrich, Remeha BV, Brötje, Chappée and Baymak. For more information about BDR Thermea Group and its brands, visit BDR Thermea's website.

Remeha BV and BDR Thermea Group B.V. (referred to collectively below as "Remeha BV" or "we") are responsible for the collection and use of your personal data as described in this privacy statement. If you have any questions, remarks or complaints in relation to the processing of your personal data, please contact our customer service. Please state that you have a question about privacy or legal matters.

3. Which data do we collect and how?

When you use your smart thermostat and the app we collect the following data from and about you: (1) user account information, (2) setup information and data about your use of the smart thermostat and the app, (3) technical data from your appliance, and (4) information that we collect when you contact us.

1.User account information

When you combine your smart thermostat with the app you will be asked to create a user account. The account information may include your name, home address and postcode, your date of birth, and your contact details such as your e-mail address and phone number. The mandatory fields are explicitly marked.

2. Setup information and data about your use of your smart thermostat and the app

During setup of your smart thermostat, you will be asked a number of questions about its intended use. That includes questions regarding preferences, programming schedules and other settings such as the modes selected (manual, schedule or anti-frost).

We collect data about your use of the smart thermostat, the app and your appliance. That includes data about the frequency of use (for example, button presses on the thermostat, app connect times and screen clicks), temperature set points, current temperatures, error codes and the energy consumption of your appliance. These data points are stored every hour and transmitted to our servers.

3.Technical data about your smart thermostat, app and appliance

We collect technical data about your smart thermostat, the app and your appliance. This includes the model and serial number, hardware and IP address, software version and other technical information from your appliance such as burning and pump running hours, water pressure, temperatures, fan and pump speed, valve status, energy consumption, wear and tear warnings and error codes. These data points are stored several times per minute and transmitted to our servers.

4.Information we collect when you contact us

When you send us an e-mail or chat with us, we register your communication. When you call us, our support desk will register your questions or complaints in our database. We may also record telephone calls for training purposes.

Monitoring service

When you use our monitoring service we collect the following data from and about you: (1) your name, address and contact details, (2) technical data from your appliance and (3) information that we collect when you contact us.

1.Name, address and contact details

We collect your e-mail address when you register your communication module on our website. We do not collect your name and address details because that is not required for provision of the service. However, your installer may add that information to the online dashboard that he uses to monitor the technical performance of your appliance.

2.Technical data from your appliance

We collect the serial number of your appliance and the communication module and information about the technical operation of your appliance. Such information may include burning and pump running hours, water pressure, temperatures, fan and pump speed, valve status, wear and tear warnings and error codes. This data is stored several times per minute and transmitted to our servers. We make this data available to your installer via an online dashboard or directly if your appliance is maintained by a larger installation company.

3.Information we collect when you contact us

When you send us an e-mail or chat with us, we register your communication. When you call us, our support desk will register your questions or complaints in our database. We may also record telephone calls for training purposes.

We collect these data categories in the following ways: (1) we collect data you provide to us (during setup of your smart thermostat, when you create an account or register your communication module or when you contact our customer service); (2) we automatically collect data from your smart thermostat, the app or your appliance at the stated described above; and (3) we may receive data from your installer when he activates your appliance in the online dashboard for the monitoring service.

4. How do we use your data?

We use your data for the following purposes: (1) to provide our services and to communicate with you, (2) for research purposes so that we can improve our products and services, (3) for direct marketing purposes and (4) for record keeping and complying with our statutory obligations.

1.To provide our services and to communicate with you

In order to provide our smart thermostat and monitoring services, we require most of the information described in paragraph 3.

We use your user account information and contact details to personalise your smart thermostat and the app and to send you service messages, such as news about security updates or new functionality. We use your contact details to answer your questions when you contact our customer service.

The setup information, data about your use of your smart thermostat and app and technical data from the appliance are used to create a program of temperature settings, to verify the correct functioning of your smart thermostat and the app and to send you system notifications, to improve end-user experience and, in the future, to provide you with an estimate of the energy consumption of your appliance.

If you use the monitoring services, the technical data about your appliance is recorded and made available to your installer via an online dashboard, or directly if your appliance is maintained by a larger installation company. Your installer can view this data and can determine the status of your appliance and whether maintenance is required.

2.Research purposes to improve our products and services

We carry out research on general trends in how our customers use our products and services. We do this to get a better insight into the behaviour and preferences of our customers and to develop and improve our products and services.

To carry out our research, we may merge and analyse the information stated in paragraph 3. We only use aggregated data and we do not use your name, e-mail address or other information which directly identifies you.

3.Direct marketing purposes

We use your account information and contact details to inform you about new or updated products and services from our brands that might be of interest to you. You can always opt out from receiving direct marketing messages by following the instructions in the relevant marketing communication, by adjusting your account preferences or by contacting our customer service.

4.Record keeping complying with our statutory obligations

We collect, store and use your data for internal business purposes, such as record keeping and to comply with our legal and fiscal obligations.

We collect, use, share and store your personal data to provide our services to you, to comply with the legal obligations that we are subject to, for our legitimate interests or the interests of a third party, or on the basis of your consent.

You may withdraw your consent at any time by following the specific instructions in relation to the processing for which you provided your consent or by contacting our customer service or your local installer. If you withdraw your consent or if you refuse to provide personal data that we require for the performance of the contract or compliance with a legal obligation, we may not be able to provide all or parts of the services you have requested from us. If we process your personal data for our legitimate interests or the interests of a third party, we will take reasonable measures to prevent unwarranted harm to you. Our legitimate interests may for example include security and safety purposes or to provide better services and offerings to you. For more information on these interests, please see the purposes for which we process your personal data above.

5. Which third parties can access your data?

We may disclose or share your personal data with your installer and our group companies, service providers and partners for the following purposes: (1) to provide our services to you, (2) to support our business functions and (3) for research and direct marketing.

1.To provide our services to you

If you use the monitoring service, we make technical data from your appliance available to your installer via an online dashboard or directly (as stated above).

When we engage a third-party installer to carry out servicing or maintenance of your appliance, we may share data and analysis results from your smart thermostat so that the third-party installer can provide you with a complete service.

We may offer you a service in co-operation with one of our partners, for example with regard to home automation. In that case, we may share your personal data with these partners to allow you to make optimum use of our combined services. We will only do so if we consider that the third parties will provide a welcome additional service and we will only share your data with these partners after we have informed you of our plans and offered you an opt-out possibility or with your prior consent.

2.To support our business functions

We may share your personal data with trusted third parties that perform business functions (e.g. hosting providers, social network providers) or provide services on our behalf (e.g. support services). All such third parties will be required to adequately safeguard your personal data and to only process it in accordance with our instructions.

3.Research and direct marketing

Remeha BV is part of the BDR Thermea Group. Within our group of companies we may exchange information for research and direct marketing purposes (see paragraph 4 above).

We may also share your personal data with regulatory, fiscal or investigative authorities if we are required to do so by law.

We may share aggregated, non-personal information with third parties. For example, we may share trends about energy use in the home. We make sure that this non-personal information cannot be associated with specific users of our products and services.

Our group companies, service providers and partners may be based in a country outside the European Economic Area (which means all the EU countries plus Liechtenstein, Norway and Iceland). In such case there is an international transfer of personal data. The laws of these countries may not afford the same level of protection to your personal data as the laws of, the Netherlands. Where necessary, we will ensure that adequate safeguards are in place to comply with the requirements for the international transfer of personal data such as the EU Standard Contractual Clauses as safeguards.

6. How do we secure your data and how long do we retain it?

We will ensure that your personal data is properly secured by using appropriate technical and organisational measures, so that it is protected against unauthorised or unlawful use, alteration, unauthorised access or disclosure, accidental or wrongful destruction or loss.

We store your data on our systems for as long as required for the purposes described in this privacy policy or in so far as such is necessary for compliance with statutory obligations and for solving disputes. If you delete your account or if we no longer require your data, we delete or anonymise it.

Some information is processed and stored directly within your smart thermostat or the app. You can delete such information by resetting the thermostat to its default settings or deleting the app.

7. How can you exercise your legal rights?

You may contact our customer service to request access to your personal data and to be able to update and amend it. You can also exercise any other rights that you may have under applicable data protection laws, such as erasing or restricting the processing of your personal data or asking us to transfer some of your information to other organisations. You may also be entitled to object to some processing of your personal data and, where we have asked for your consent, to withdraw that consent.

Please note that we may require you to provide additional information to verify your identity. The rights described in this paragraph may be limited in some situations – for example, where we can demonstrate that we have a legal requirement to process your data. Due to the way we maintain certain services, it may take some time before backup copies are erased, and we may retain certain data for longer if we are required to do so for legal reasons.

You can always cancel the monitoring service and the transfer of the technical data about your appliance to our database and your installer by following the opt-out instructions in the e-mail you received when you activated the monitoring service, or by contacting our customer service.

You can also contact us at if you have any questions, remarks or complaints in relation to this privacy statement. If you have any unresolved concerns you also have the right to lodge a complaint with your Data Protection Authority.