Privacy policy

NOVASOL’s Privacy Policy

1.    Important information and who we are

This Privacy Policy contains information about how we use and protect personal data.

We are NOVASOL A/S (“we” or “us”), part of the Awaze group, details of which can be found here www.awaze.com. We, as a controller, are responsible for the personal data we hold about you and will use it in accordance with this policy and data protection and privacy laws.

2.    What personal information do we collect and how?

We will only process personal information about you when we need to and this may include your:

  • Name
  • Contact details, such as address, telephone number, email address
  • Nationality
  • Date of birth
  • Financial information such as payment details and VAT number
  • Username and password, if you have an account with us
  • Social security number if you are a homeowner that can claim tax relief or if you are a guest and it is required to handle your booking 
  • Passport details if you are a guest and this is required as part of tourist tax
  • Information gathered via cookies - please see our Cookie Policy (a link can be found at the bottom of this page)
  • Device ID if you login to our homeowner app

We only collect special categories of personal information where this is required, such as, to meet your specific requirements (for example, where you provide us with health information, including any difficulties with mobility, in order for us to ensure that your requirements can be met) or to provide a service (for example, to ensure a cancellation is covered under our rental terms).

We generally collect personal information directly from you. If you have booked via one of our booking partners, we will receive your information from them. We may also receive your information from other guests in your party.

If you own a holiday home, we may sometimes collect personal information from someone who you have agreed to refer you to us or publicly available sources. We may also collect and process the contact details of any third party that you appoint, such as a caretaker, cleaner or key keeper, that you share with us. If you provide such information to us, you must ensure that you have brought this privacy policy to the third party’s attention.

The provision of some personal information is a legal or contractual requirement and if you do not provide it, we may not be able to enter into or perform the contract with you and, we can cancel your booking or our letting service. We will tell you if this is the case and will not be liable to you.

 

3.    How we use your information and why

We use personal data for various reasons, depending on your relationship with us and in line with one or more of the following legal bases:

  • Where we need to process personal information in order to perform the contract we have entered into with you, or take steps to enter into a contract with you
  • Where we have your consent
  • Where we need to comply with a legal obligation
  • Where it is necessary for legitimate interests pursued by us or a third party and your interests and fundamental rights do not override those interests

To process special categories of personal information, we must have additional justification to do so and only use it where we have your explicit consent, you have made the information public, in relation to legal claims or it is necessary for reasons of substantial public interest.

We may use your personal information for any of the below purposes and have explained the lawful bases we rely on, and where necessary, our legitimate interest.

Purpose for processing

Lawful basis for processing

Legitimate interest (where applicable)

To enable us to complete your booking

Contract

Consent

Legitimate interests

Record keeping and providing good customer service

To enable us to advertise or let your holiday accommodation, transfer payments due to you and provide related support services

Contract

Legitimate interests

Record keeping and providing good customer service

To manage your account with us

Consent

Legitimate interests

Record keeping and providing good customer service

To enable homeowners to use our app

Consent

Legitimate interests

Providing good customer service

To invite you to leave a review about our services

Legitimate interests

Understanding the perception of our business and improving our services

To send service messages, including booking updates and changes to our terms and conditions

Contract

Legitimate interests

Keeping our customers updated

To provide details or information you may have requested

Consent

 

To manage customer service queries, including complaints

Legitimate interests

Improving our service, staff training, record keeping and resolving issues

To use cookies to personalise our services to you, for example regarding any repeat visits to our websites

Consent

 

To carry out marketing activities

Consent

Legitimate interests

Working out which of our services you may be interested in and telling you about them

For statistical purposes

Legitimate interests

Evaluating our range of services or the success of our services

In the event of a travel crisis or other unforeseen travel incident whereby we may need to provide your contact details to a third party to provide you emergency assistance

Legitimate interests

Protecting our business and customers

Comply with a legal obligation, process or request

Legal obligation

 

Enforce our booking conditions and other agreements, including investigation of any potential breach

Contract

Legitimate interests

Protecting our business

Detect or prevent crime

Legal obligation

Legitimate interests

Protecting our business and customers

Assisting law enforcement and government bodies

Address security, fraud or technical issues

Legal obligation

Contract

Legitimate interests

Protecting our business and customers

Assisting law enforcement and government bodies

Protect the rights, property or safety of us, our users, homeowners, customers, employees, contractors, a third party or the public

Legal obligation

Contract

Legitimate interests

Protecting our business, customers, third parties and the public

To test, develop and improve our services

Legitimate interests

Improving our business

To establish, exercise or defend our legal right

Legitimate interests

Protecting our business


 

4.    Who we share information with

We may share your personal information with:

  • other members of the Awaze group and their service providers
  • homeowners of the holiday home you have booked and their service providers such as cleaners and key keepers (this may include your phone number, email address and home address where necessary for the execution of the rental)
  • guests of the holiday home you own (this may include your phone number, email address and home address where necessary for the execution of the rental e.g. if you are in charge of handing over the key)
  • our employees and contractors as is necessary in order to provide our services to you
  • service providers, acting as processors who provide IT, system administration services, website hosting and support, marketing, and property related services, such as cleaning
  • professional advisors, including bankers, lawyers, auditors, accountants and insurers who provide us services
  • credit/debit card companies
  • payment service providers
  • government agencies, regulators and other authorities
  • debt collectors where there is monies owed to us
  • third party booking or distribution platforms, travel agents and booking partners
  • customer review companies and marketing service providers
  • third parties that we may choose to sell, transfer, or merge parts of our assets or business to or with and businesses we acquire or merge with
  • third parties you have authorised us to speak to

Third parties are required to process your personal information in line with data protection legislation. Where a third party is acting on our behalf, we do not allow them to use your information for their own purposes and we ensure they have appropriate security measures in place to protect your information.

5.    International transfers  

We will only transfer your personal information outside of the European Economic Area (EEA) where we are satisfied that there are adequate measures in place to protect your personal information in a way that is consistent with, and respects, data protection legislation. We will ensure at least one of the following safeguards is implemented:

  • an adequacy decision; or
  • approved contractual measures and where necessary, supplementary measures

If you would like further details of the applicable transfer mechanism, please get in touch (see our contact details in section 10).


6.    How long we keep information for

We will only keep your information for as long as necessary. To determine the appropriate retention period, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information, any legal or regulatory requirements and any relevant industry standards or guidelines. Where your information is no longer required, we will ensure it is disposed of or deleted in a secure manner or anonymised so that it can no longer be associated with you.

 

7.    Your rights

Under certain circumstances, you have the right to:

  • Request access to your personal information. This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.
  • Request rectification of the personal information that we hold about you. It is important that you let us know if your personal information has changed, such as changes to your address. However, if it remains inaccurate or incomplete, you can request that this be corrected or completed.
  • Request erasure of your personal information. This enables you to ask us to delete or remove personal information where there is no good reason for us continuing to process it.
  • Object to processing of your personal information where we are relying on legitimate interests to process it or using it for direct marketing.
  • Request restriction of the processing of your personal information. This enables you to ask us to limit the way we process your personal information, for example if you dispute the accuracy of the information we hold about you.
  • Data portability, which enables you to receive the personal information you have provided to us in a structured, commonly used and machine-readable format or request that we transmit it directly to a third party.
  • Withdraw your consent where we rely on your consent to process your information.

You are not required to pay any charge for exercising any of these rights, unless your request is unfounded or excessive, in which case we may charge you a reasonable fee or refuse to comply with the request. We may need to request information from you to help us confirm your identity and identify the information you are referring to. This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

If you wish to exercise any of these rights, get in touch (see our contact details in section 10). We aim to respond to requests within one month. If your request is particularly complex, we are permitted to extend this by two months and will notify you of thisYou may not have a right to information if we have responded to a request previously and you have made a repeat request without a reasonable period of time passing between the requests.

8.    Other websites

Our website can contain links to other websites. This privacy policy only applies to our website, so if you use links to other websites we recommend that you read their data protection policy. We do not accept any responsibility or liability for these policies.

9.    Updating our privacy policy

We regularly review our privacy policy and we place updates on our website. This policy was last updated in December 2021.

10.    Who can I contact about data protection?

If you would like to exercise your rights or you have any queries about data protection you can contact our Data Protection Officer by email at datainformation@novasol.com

You also have the right to raise concerns about our use of your personal information with the relevant supervisory authority at any time, but we encourage you to contact us in the first instance so that we may discuss your concerns.