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HONOR SUPPORT PRIVACY NOTICE
May 12th 2021

This Privacy Notice applies to the processing of your personal data when you contact [HONOR Support] through our website, live chat, email, hotline, My HONOR app or by direct message on our official social media accounts on Facebook, Twitter, YouTube and Instagram.

We understand the importance of your privacy. Please take the time to read this Privacy Notice carefully to understand how we will use your personal data.

HONOR Support is not provided or intended to be used by minors. If you are a minor and have an HONOR Support query please ask your parent or guardian to raise the query on your behalf.

This notice describes:

-What data we collect

-How we use your data

-How we share your data

-How long we retain your data

-Your rights and choices

-How to contact us

-Updates to this notice

1. What data we collect

We may collect and process the following personal data about you, depending on the types of services you use on this website:

(1) Login in information: If you log in this website using Google ID, we will collect the account identifiers and other information shared with us by the third parties, including the username, profile picture registered with that Google ID account.

(2) Delivery Contact details: Your Name, email address, phone number, postcode and postal address as necessary to arrange device delivery/collection.

(3) Device details: Device model, Device Identifier (SN).

(4) Customer services history: Your contact details, and a record of your HONOR Support query by email, live chat, hotline, social media direct messages or personal information provided in store.

2. How we use your data

To provide you with requested services and to fulfill our contractual obligations to you, we process the following data for the associated purposes. Unless otherwise stated in this Statement, you may no longer be able to enjoy the relevant service(s) if you refuse the collection and processing of your personal data for these services.

(1) log-in services: if you choose to log-in using your Google ID, we process your account information in order to provide logged-in services to you.

(2) Warranty-Query: to check whether your device is within the HONOR’s limited warranty and repair in-warranty devices, we process your device details and customer services information.

(3) Provide in-warranty repairs: To fulfil our contractual obligations to you under HONOR’s limited warranty, we will check your device is in warranty and repair in-warranty devices. If you refuse the collection and processing of your personal data to check whether your device is in warranty, you will not be able to enjoy the in-warranty repair services.

(4) Postal Repair Service (if provided): we process your contact details and device details to make postal repair service bookings for you and enable our logistic partner to collect and deliver devices from your home address or selected collection points.

(5) Artificial intelligence (AI) Bot (if provided): we process your device details and contact details to provide you with the AI Bot service. Please do not provide personal information that is irrelevant to your enquiries.

On the basis of our legitimate interests, we process the following data for the associated purposes:

(1) Customer service queries: we process your Google ID account information, your contact details and customer services information to assist you with your questions and queries, orders, returns, troubleshooting, FAQs, and all other customer service enquiries.

(2) Business analysis and improvement: we process your device information (IMEI/SN) to forecast spare part, and to settle in-warranty repair invoices from our repair supplier.

On the basis of your consent , we process the following data for the associated purposes:

Electronic Direct Marketing: With your consent, we may use your email and/or phone number and cookie data for marketing purposes, including inviting you to complete customer satisfaction surveys and feedback questionnaires. You have the right to withdraw your consent at any time, without affecting the lawfulness of processing based on consent before your withdrawal.

3. How we share your data

(1) Sharing with service providers: We use intragroup and third-party service providers, including payment services providers, customer service agents and repair companies. They will have access to your personal data only as required to fulfil their contractual obligations to us. Our services providers have been carefully selected and commissioned by us, are bound by contract and will not process your personal data for any other purposes.

(2) Sharing within group companies: To check whether your device is within warranty, we will share your SN and proof of purchase with the manufacturing company Honor Device Co., Ltd., which records the date of activation of your device.

(3) Sharing with third parties: We share your personal data with delivery and logistics providers to deliver or collect devices to/from you.

(4) Legal or regulatory disclosures: HONOR may share your personal data to meet requirements of applicable law and regulation, in response to requests from regulators, courts or government agencies, or to establish or defend our legal rights.

(5) Business reorganisation: Your personal data may also be disclosed as part of merger, acquisition, sale of assets (such as service agreements) or transition of service to an HONOR group or other company.

Your personal data are stored in the EU. HONOR complies with all applicable legal requirements to safeguard EU personal data transferred or accessed outside of the EEA, by entering into EU standard contractual clauses to ensure that an equivalent level of data protection applies to your personal data even where EU data protection law does not directly apply.

4. How long we retain your data

We retain your personal data for no longer than is necessary. In particular:

(1) Login Account information: We retain your Google ID account information until you logout your account.

(2) Your repair service information: Name, email address, address, phone number and your Device details will be retained for up to 24 months from the date of your last contact with us.

(3) Personal data (such as chat record, email content and hotline record etc.) may only be kept in a form that permits identification of the individual for no longer than is necessary for the purposes for which it was processed.

(4) When you make queries on warranty and repair status, the Device Identifier (SN) will be used to check the information. The information will be deleted immediately after use and will not be stored.

In relation to each of the retention periods above you can specifically request for earlier deletion by exercising your rights of objection and erasure under Section 5: You rights and choices. Requests will be handled in accordance with applicable legal requirements.

5. Your data subject rights and choices

Your right Description How to exercise your rights?
Right of access You can receive a copy of personal data we process you. (1) Please log in to Your Account by clicking this icon on the website and clicking Login/ Register. You can access your order information, address information, subscription information, and Community information in Your Account. You can click the shopping cart icon to access your shopping cart
(2) You can exercise your data subject rights in Section 6.
Right of portability You can receive certain data that you have provided to us in a machine-readable format. If you need to obtain a digital copy of your personal data: you can exercise your data subject rights in Section 6.
Right of erasure You can have your data erased under certain conditions. (1) Please log in to Your Account by clicking this icon on the website and clicking Login/ Register.
(2) You can exercise your data subject rights in Section 6.
Right of rectification You can have your inaccurate data corrected and incomplete data completed. (1) Please log in to Your Account by clicking this icon on the website and clicking Login/ Register. You can edit or delete details in Your Address.
(2) You can exercise your data subject rights in Section 6.
Withdraw consent You can withdraw consents to the processing of personal data based on your consents. (1) If you want to unsubscribe from the electronic communications, in the email you receive, please click the link for un-subscription.
(2) For notification, please go to your browser settings to withdraw your consent in the respective browser.
(3) You can exercise your data subject rights in Section 6.
Right to object You can object to processing of your data to certain purposes such as direct marketing. You can exercise your right of objection in Section 6.
Right to restrict processing You can restrict processing of your personal data under certain conditions. You have the right to request for restriction of processing of your data in Section 6 under the following scenarios:
• The accuracy of your data is contested by you, and we need a period to verify the accuracy of your data.
• Your data is unlawfully processed but you do not want to erase it.
• You have a legal claim that you need to establish, exercise, or defend, and you requested us to keep your data when we would not keep it otherwise.
• Your request for objection is pending our verification.

6.How to contact us?

We have a department (or specialists) dedicated to personal information protection. If you have any questions, comments, or suggestions regarding your personal information, contact us via europe.privacy@hihonor.com.

We will reply as soon as possible. If you think that our data processing has infringed upon your legal rights and interests, you have the right to file a complaint with or report to the corresponding regulatory authority.

7. Updates to this notice

HONOR reserves the right to update this Notice at any time. Should this Notice be updated, HONOR will release the change notice via various channels, including posting the latest version on our official website. You can check the “effective date” posted at the top to see when this Privacy Notice was last updated.







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