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Privacy Policy

This privacy policy applies to the processing of personal data by decilo SRL.

1. Introduction

The purpose of this privacy policy is to explain to (potential) customers (both private individuals and contact persons or legal entities), visitors to the and websites, suppliers, employees and others (hereinafter jointly referred to as "you") what personal data is collected and why, how this data is used or processed, and how "you" can exercise your rights, including the right to access and rectify your personal data. By using our services and websites, you indicate your acceptance of this Privacy Policy.

decilo SRL hereinafter referred to as "decilo" (or jointly referred to as "we", "us" or "our") is the entity responsible for processing your personal data. The registered office of decilo is located in Brussels at Rue Edith Cavell 171, 1180 Uccle. decilo is registered in the register of companies under number BE0729883527. You can contact decilo by e-mail at or at +32 479 317 319.

2. Processing of personal data

decilo attaches the utmost importance to the correct processing of your personal data. decilo processes personal data of customers and prospects (also children) in order to respond correctly to customer and prospect requests (e.g. questions, appointments, product repairs, etc.).

By "personal data", we mean any information that allows us to identify you, both directly and indirectly. 

By "processing", we refer to what we do with personal data, such as collecting, recording, organising, structuring, storing, adapting or modifying, retrieving, consulting, using, communicating by transmission, dissemination or otherwise making available, matching or linking as well as blocking, erasing or destroying data. 

3. How are personal data collected?

We mainly collect your personal data at the time of your first contact with decilo (e.g. when you leave a message on the contact page of our website or when you contact us by phone or chat), when you enter into an agreement with us (e.g. when you purchase custom-made earplugs), or when you take a hearing test.

We may collect your personal data through other sources, for example if you act as a contact person for a legal entity, through the use of cookies when you visit our website, or through video surveillance recordings when you visit our premises. 


4. What personal data do we process?

We limit the processing of personal data. At decilo, we process your personal data in an appropriate, relevant manner and limited to what is necessary in accordance with the law. 

The types of personal data we process are as follows:

  • Identifying data such as your gender, first name, surname, e-mail address, postal address, mobile phone number, language, function, date of birth, IP address.

  • Financial data such as your bank account, transaction data, billing data, which we need in order to offer and provide you our products and services.

  • Sensitive data such as your hearing profile, digitized files of users' ear impressions, the result of the leakage test, your national registration number.

  • Audiovisual data such as video surveillance recordings used on our premises as part of safety and security measures (in the event of incidents or burglary).

  • Data relating to your online behaviour and preferences when you use our communication channels, in particular via our websites, such as your choice of language when communicating with us.

  • Data collected during a chat or phone call. Certain data may be recorded in order to improve the quality of our services. 

5. Purposes of processing of personal data

We process personal data for specific and well-defined purposes. We do not process your personal data for purposes beyond what you would reasonably expect us to do with it. In particular, we may process your personal data for the following purposes: 

  • Contacting you for the purpose of :

    • Arrange an appointment in our store or at a decilo partner's store

    • Make a payment

  • Responding to your requests : 

    • Carry out and execute concluded contracts, such as order processing, execution of services (sales, design and manufacturing of products) and shipment of products purchased from decilo, whether or not via the online shop.

    • Solving technical problems with your purchase

    • Solve any other problems you face

    • Managing incidents and complaints

    • Dealing with your questions and answering your requests

  • Inform you about the latest product developments, company news, promotional offers by e-mail, mail or phone 

  • Gather your opinion on our products and services

  • Show you personalized advertising in other companies' applications (e.g. Facebook). In case you do not wish to do so, you can change your browser settings or indicate that you do not wish to receive personal suggestions. You will still see advertisements but these will not be based on your personal data. 

  • Conduct studies, research and statistical analysis (for example: segmentation of people who buy products in terms of gender, age, region)

  • Report on activities

  • Transferring your personal data to third parties

  • Comply with legal requirements. We process sensitive personal data if we have a legitimate interest or a legal obligation, e.g. for health and safety issues, the prevention and investigation of fraud or other criminal activity; or under other legal requirements.

6. Sharing of your personal data

When necessary for the purposes for which your personal data was collected, we may transfer personal data to third parties who provide us with specific products or services. For example, personal data may be transferred to our partners with whom we work to manufacture our products, resolve technical problems, ensure the accuracy of your data, manage outbound mailings, chat communications and discussions, show you personalized advertising in other companies' applications. In addition, as part of certain services, we may share your personal data with independent partners or distributors in order to provide our products. 

We ensure that these third parties only have access to personal data when they need it to perform the specific tasks required and that they agree to treat this data securely and confidentially and to use it in accordance with our instructions. We do not sell your personal data to third parties for commercial purposes.


We have taken appropriate safeguards and measures to ensure that, if personal data is exchanged or shared with other entities, it is properly protected in accordance with applicable law. 


If you would like to receive more information about the third parties to whom we may disclose your personal data in accordance with the law or as part of a service we have entrusted to them, or about the appropriate or suitable safeguards we use in the event of the aforementioned data transfer, please contact us by e-mail at


7. Conservation of your personal data

At decilo, we do not keep your personal data longer than necessary for the purpose(s) for which it was collected. Since the retention period depends on the purpose for which the personal data was originally collected, we use the purpose as a criterion for determining the retention period.

We retain your personal data to comply with legal requirements: 

  • The retention period for our records is seven years, as required by law. This includes contracts concluded with you and the period begins after termination of the contract.

  • Medical personal data (such as an hearing profile, digital ear impressions) within the mandatory 30 years of the retention period (defined by the INAMI or RIZIV). The digital ear impressions are kept so that we can at any time remake a custom fit product in the event of loss, breakage or discomfort without having to take a new ear impressions.

  • Data relating to marketing activities will be kept for a maximum period of one year after contact is made in connection with the offer of products or services.

  • When you send us an e-mail or ask a question via a contact form, the data you send us will be retained for as long as the nature of the form or the content of your e-mail makes it necessary for the complete response and processing of the e-mail.

After expiry of the retention period, we undertake to securely delete, destroy or anonymise personal data that is no longer necessary for the purpose for which it was collected. 

8. Ensuring the security of your data

At decilo, we are committed to securing your data. To this end, we have taken appropriate technical and organizational measures to properly protect your personal data:

  • The basic measures are: mailbox encryption, secure access management to our systems, secure platform for the transfer of personal data, secure online server, secure file transfer protocol (FTPS).

  • The definition of the duties and obligations of each member of our staff having access to your personal data, as duly documented ; 

  • Technical identification and authentication mechanisms and processes;

  • Procedures for controlling access to the data or applications on which the data is stored and processed; 

  • Procedures for backup and recovery of data

9. The use of cookies on our website

We use cookies on our website. Cookies are small files stored by most internet browsers to track information about visitors and to enable us to make our web offering more relevant to you. This is done by means of cookies which provide information about your browser settings, your location and the type of device used to access the website, your choice of language to avoid having to enter the same data each time you visit our website, etc.  We use this information to compile reports on site activity and to offer other services related to our activity and Internet use.

In addition, cookies can provide insight into other websites you may have used, which again may be beneficial in refining the content you see on a decilo website. Through the use of cookies, decilo can also find out more about your browsing preferences, and in addition the products you are interested in. Although in principle cookies do not identify you directly, decilo may be able to associate your previous behaviour on the website once you register with your details on the decilo website.

Some of the cookies are set by our websites and others are set by third parties on behalf of decilo. Our use of third party cookies enables us to tailor advertising content so that you can see a decilo advertisement on independent websites that you visit. 
If you are not interested in the benefits of our cookies, the "Help" function of your browser may provide instructions on how to avoid cookies or how to delete existing cookies. In addition, you can learn how to block all new cookies on your browser and the configuration steps that are required to receive notification of new cookies. Please note, however, that if you reject cookies, you may no longer be able to use the full functionality of our websites. You can access very useful information about cookies by going to


Below is a description of the cookies we place ourselves and those used by third parties. We do our best to ensure that the overview of cookies is as complete as possible, but it is possible that some cookies that have not yet been included in the overview have been placed. In that case, please contact our customer service at or by phone: +32 479 317 319, and we will update the overview.

  • Functional cookies : Functional cookies are necessary for the functioning of our websites. These cookies are not subject to the Cookie Act; you do not need to request permission to use them. Without these cookies, certain parts cannot be used. We also use these cookies to ensure that you do not have to provide the same information each time you visit one of our websites.

  • Social media sharing buttons: The Website may contain buttons to share pages on social media platforms such as Facebook, Instagram and LinkedIn. These buttons are pieces of code from those platforms themselves and use a cookie. This cookie is a reminder that a visitor is logged in, so they do not need to log back in on Facebook, Instagram or LinkedIn when they want to share something. At the same time, the Provider will know that you have visited our website before you arrive on the social network website. Suppliers generally do not disclose specific information about the data that is transmitted regarding the use of their social plugins. Therefore, we do not have the final ability to verify the content and scope of such transmitted data or its use by these Suppliers. For further information on this subject, please refer to the data protection provisions of the relevant Supplier. If you do not want a Supplier to collect data about you through our website, please disable plug-ins in your web browser. If you wish to avoid a link to any existing user account, you must log out of the social network web page before visiting our website.

  • Embedded Content: Content hosted on other websites and available on our websites may be used, such as YouTube or Vimeo videos. Like social sharing buttons, these codes often use cookies.

  • Analytical Cookies: Analytical cookies collect (often anonymously) data and statistics to understand how visitors use the website so that we can improve the site and our services. These cookies collect information such as: How long you have been visiting our website, The device you are using, e.g. phone or laptop, Which internet browser you are using. Google Analytics collects (anonymously) data on the behaviour of visitors on our websites. This enables us to see how visitors navigate through the website. We use this information to make decisions about the design of our website. We also use this information to optimise the functioning of the website. The information generated by the cookie about your use of the website will be transmitted to and stored by Google (indefinitely), including on servers in the United States. In order to enable careful processing, we have taken the following measures: We have deactivated the possibilities offered by Google to "share data with Google". If you do not want your visiting behavior to be tracked, there is a Google plug-in that prevents this. This plug-in can be downloaded for Chrome, Internet Explorer 11, Safari, Firefox and Opera. The settings in this plug-in apply to all websites you visit, not just our websites. Plug-in:

10. Interactive Features

On some of our websites, applications, social networks we offer interactive features such as blogs, a discussion forum or news feeds. If you contribute to these features, please be aware that these contributions may be viewed by others and will not be private or confidential. 

11. Your Rights

At decilo, we intend to be transparent, not only about how we process your personal data, but also about the rights you enjoy in connection with this processing. We would therefore like to remind you of the following rights:

  • The right to request access to the personal data we hold about you;

  • The right to rectify or delete such data;

  • The right to obtain a restriction on the processing or to object to the processing; 

  • The right to the portability of the data; and

  • The right to revoke your consent at any time, when the processing is based on such consent.

You can exercise these rights by contacting us by e-mail at or online via our website. In order to prevent illegal access to your personal data, decilo will ask you to provide proof of your identity.

If you have any questions about this privacy policy or if you encounter any other problem relating to privacy, we are committed to dealing promptly with any claim relating to privacy and, as part of this, we have procedures in place that enable us to respond effectively to any problem you may encounter. 

If you have a complaint regarding the processing of your personal data by decilo, including a breach of your data, please contact us by e-mail at or by telephone on +32 479 317 319.

If you are not satisfied with the way in which your complaint regarding the protection of personal data has been dealt with, you can also send your complaint to the Belgian Privacy Commission,

12. About this Privacy Policy

This Privacy Policy, dated May 9, 2020, is subject to change to ensure that its content accurately reflects regulatory developments and changes that may occur at decilo. The latest applicable version is available in French on the website

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