Privacy Policy
Last updated: 13 October 2026
This policy explains what personal data we process when you visit our website, contact us or use our services, why we do so, how long we keep it and what your rights are. It complies with the General Data Protection Regulation (GDPR) and the Belgian Act of 30 July 2018.
1. Data controller
Service Technic Belgium BV, Bergensesteenweg 24 bus 8, 1600 Sint-Pieters-Leeuw, Belgium — company / VAT no. BE 0765.895.370 — [email protected] — +32 477 03 88 98.
For any question about your data, email [email protected] (subject: “Personal data”). We have not appointed a data protection officer, as we are not legally required to.
2. What data and why?
2.1 Your requests (form, online booking, email)
- Data: name, phone number, email address, address of the job (and billing address), service requested, description of the problem, urgency, times you are available, photos you send us.
- Purpose: to answer your request, prepare a quote, schedule and confirm the appointment.
- Legal basis: steps taken at your request before entering into a contract (Art. 6(1)(b) GDPR).
The booking page uses Google Maps to suggest your address as you type, and may use Cloudflare Turnstile to block bots.
2.2 Phone calls
- Our switchboard (+32 477 03 88 98 and tracking numbers): we record the caller’s number, date, duration, your menu choices and any voicemail. Calls are recorded; you are told so at the start of the call.
- Our virtual assistant: some calls are answered by an AI-based voice assistant. It introduces itself as a virtual assistant at the start of the call. The conversation is recorded and transcribed so that your request can be noted and passed on to our office. You can ask to speak to a person, or write to us, at any time.
- Purpose: to handle your request, keep a record of what was agreed, improve our service and deal with disputes.
- Legal basis: pre-contractual steps and contract (Art. 6(1)(b)); our legitimate interest in being able to prove what was agreed and improving our service (Art. 6(1)(f)).
2.3 WhatsApp, text messages and emails
- Data: your number or email address, the content of messages, and any photos and documents you send.
- Our messages and emails may be read and prepared by an AI assistant (sorting, summarising, suggesting a reply or an appointment). When you first contact us, the assistant replies on its own with a general answer and passes your request on to our office, which handles the next steps. Legal emails and serious complaints receive no automatic reply: they go straight to a member of our office. A member of staff can take over the conversation at any time. No decision with legal effects for you is taken by AI alone: every appointment is confirmed by our office.
- We also send you service messages (confirmation, reminder, technician on the way, quote, invoice).
- Legal basis: contract and pre-contractual steps (Art. 6(1)(b)); legitimate interest in organising our office (Art. 6(1)(f)).
2.4 Carrying out the work
- Data: contact details, address, information about your installation (type, brand, error code), job report, arrival and departure times, before and after photos, signature on the job sheet, certificate for the 6% VAT rate, quotes, invoices and payments.
- Purpose: to carry out the job, invoice it, and handle warranties and follow-up.
- Legal basis: contract (Art. 6(1)(b)); legal accounting and tax obligations (Art. 6(1)(c)).
- The technician only sees your full address on the day of the job.
2.5 Customer follow-up
- Annual servicing reminders, quote follow-ups, reminders for unpaid invoices, review requests after a job.
- Legal basis: legitimate interest (Art. 6(1)(f)). You can opt out of servicing reminders and review requests at any time.
2.6 Customer area
If you use our customer area (“STB” app), we process your email address, the login codes sent by email and your requests. Legal basis: contract (Art. 6(1)(b)).
2.7 Security and abuse prevention
- IP address and technical connection data (Cloudflare, server logs), detection of fraudulent ad clicks, a list of numbers blocked after abusive calls, hoaxes or scam attempts.
- Legal basis: legitimate interest in protecting our website, our staff and our advertising budget (Art. 6(1)(f)).
2.8 Analytics and advertising
Only with your consent (cookie banner): visit statistics (Google Analytics 4) and advertising conversion tracking (Google Ads). To know where calls come from, the website may show a different phone number depending on how you arrived (ad, Google search, etc.). See our Cookie policy for details. Legal basis: consent (Art. 6(1)(a)), which you can withdraw at any time.
2.9 Technician applications
If you apply to work with us as a technician, we process your application (contact details, skills, experience, documents). Legal basis: pre-contractual steps (Art. 6(1)(b)).
3. How long do we keep your data?
| Data | Retention period |
|---|---|
| Request with no follow-up (no quote or job) | 2 years after last contact |
| Customer file (jobs, quotes, reports, photos) | For the duration of the relationship, then 10 years after the last job (warranties and liability) |
| Invoices and accounting records | 10 years (Belgian accounting and tax obligations) |
| Call recordings | 6 months, unless a dispute is ongoing |
| Transcripts and messages (WhatsApp, text, email) | 3 years after last contact |
| Blocked numbers list | As long as the block is needed, reviewed at least once a year |
| Google Analytics statistics | 14 months |
| Cookie choices | 12 months |
| Unsuccessful applications | 1 year |
4. Who receives your data?
We never sell your data. It is shared only with:
- the independent technician handling your job (name, phone, address, description of the request, photos);
- our accountant and, where required by law, public authorities (FPS Finance);
- our processors, who process data only on our instructions:
| Processor | Role | Country |
|---|---|---|
| Hostinger International Ltd. | Hosting of the website and our management software | European Union (France) |
| Cloudflare, Inc. | Website security and protection | United States / EU |
| Google Ireland Ltd. / Google LLC | Analytics 4, Tag Manager, Google Ads, Google Maps, Search Console, email | EU / United States |
| Meta Platforms Ireland Ltd. (WhatsApp) | WhatsApp messaging | EU / United States |
| Twilio Ireland Ltd. / Twilio Inc. | Text messages and telephony (switchboard, recordings) | EU / United States |
| Vapi Inc. | Telephone voice assistant (with its speech recognition and speech synthesis providers: Deepgram, Soniox, ElevenLabs, Microsoft Azure) | United States |
| Anthropic (Claude) | Artificial intelligence for the office assistant and agent (reading and preparing messages) | United States |
| OVH SAS | Receiving emails for our domain ([email protected]), forwarded to our Google mailbox | France (European Union) |
| Isabel NV (Ponto) | Reading payments received on our bank account | Belgium |
| Accountable | Accounting and invoicing | Belgium |
| Trustindex | Displaying Google reviews on the website | European Union |
| Complianz | Cookie consent management (software installed on our website) | Netherlands |
5. Transfers outside the European Union
Some processors (Google, Meta, Twilio, Vapi, Anthropic, Cloudflare) may process data in the United States. These transfers rely either on the EU–US Data Privacy Framework, where the company is certified, or on the European Commission’s standard contractual clauses, together with additional security measures. You can ask us for a copy of these safeguards.
6. Security
Restricted, password-protected access, encrypted connections (HTTPS), encrypted sensitive documents, the full address shown to the technician only on the day of the job, backups, and an activity log. No system is infallible: if a data breach creates a risk, we notify the Data Protection Authority and, where necessary, the people affected.
7. Your rights
You have the right to:
- access your data and receive a copy;
- have it corrected;
- have it erased, unless the law requires us to keep it (invoices, for example);
- restrict its use;
- object to processing based on our legitimate interest, and always to marketing reminders;
- receive your data in a common format (portability);
- withdraw your consent at any time (cookies: “Manage consent” link at the bottom of every page);
- ask for a person to review a response from our AI assistant.
Email [email protected]. We reply within one month. We may ask you to prove your identity.
8. Complaints
If you believe we are not respecting your rights, you can lodge a complaint with the Data Protection Authority (APD/GBA), Rue de la Presse 35, 1000 Brussels — +32 2 274 48 00 — [email protected] — www.dataprotectionauthority.be.
9. Changes
We may update this policy, for example if we change tools. The date of the last update is shown at the top of this page.