Privacy Policy

1. Introduction

As a developer and distributor of innovative products and services, LIVLAB collects, stores, and manages your personal information. For example, when you make a purchase on our website, contact our Customer Service department, visit our website, or click on a link we’ve shared, you provide us with data that can identify you (hereinafter referred to as “personal information” or “personal data”).

This Privacy Policy explains how we collect and treat your personal information. We invite you to read it carefully.

Important:
In accordance with applicable laws, we only use your personal information in the following cases:

• The performance of the contract between us; and/or
• Compliance with legal obligations; and/or
• When your express consent is given; and/or
• When there is a legitimate interest in using your personal information.

Your individual rights are always our top priority, and we will never use your personal information for any commercial purposes against your will.

2. What Personal Data Do We Collect and When Is It Collected?

2.1. Information You Provide Directly to Us

During your interactions with us, you may provide personal information. This could occur when you create an account on our sleep platform, purchase a product on our online store, or use one of our other services. This personal information includes:

• Your name and date of birth
• Your postal address, email address, telephone number
• Information necessary for the delivery of products ordered
• Your username and encrypted password to identify you on the website
• Your payment information (e.g., credit card number), which is encrypted by the payment processor
• Any other information you choose to share with us

2.2. Information We Collect During Our Commercial Relationship

If you purchase one of our products or services, we will collect the following data:

• Details of the product and/or service ordered, along with payment and invoicing information
• Any requests or queries made to our Customer Service team, including issues related to delivery or service performance

2.3. Information We Collect Automatically

Each time you visit our website, we collect certain data related to your internet connection and browsing preferences. We use various technologies to collect this information, with cookies being the primary method.

2.3.1. Data Collected via Cookies

A cookie is a small text file stored on your computer, tablet, or mobile phone that saves and tracks your browsing information. Our website, https://livlab.care, uses cookies to identify you or to compile statistical data. Cookie settings can be managed through your browser.

Cookies serve several functions, such as enabling you to navigate freely on a website, remembering your previous choices, or proposing advertisements based on your browsing history. You can learn more about cookies by visiting the following websites:

• www.cnil.fr
• www.allaboutcookies.org
• www.aboutcookies.org
• www.youronlinechoices.eu

By visiting https://livlab.care, you accept the aforementioned cookie settings and acknowledge that you understand how and why we use them, as described in this Privacy Policy.

2.3.1.1. Which Cookies Do We Use?

The cookies that LIVLAB stores, subject to your acceptance, give us access to the following information:

• The type of operating system used (e.g., Microsoft Windows, Apple OS, Linux, Unix, BeOS)
• The type of internet browser used (e.g., Microsoft Internet Explorer, Apple Safari, Mozilla Firefox, Google Chrome)
• The date and time of your connection to our website
• The location of your connection

2.3.1.2. Changing Your Cookie Settings

You can change your cookie settings in your internet browser to request your consent each time a cookie is saved. However, refusing cookies may affect your browsing experience on our website and may prevent access to certain services.

Cookie settings management varies by browser. Generally, you can find instructions in the “Help” section of your browser.

"Do Not Track"

You can also change your browser settings to send a code to websites indicating that you do not wish to be tracked ("Do Not Track" option).

Cookies for Analytical Purposes
We use Hotjar to better understand our users’ needs and optimize the service and experience. Hotjar uses cookies and other technologies to collect data on users’ behavior and devices (in an anonymized form). This data helps us improve our service. For more details, please see Hotjar’s privacy policy.

You can opt out of Hotjar's tracking cookies by following this opt-out link.

Cookies may also be used for analytic purposes by Google Analytics and Facebook to compile anonymous statistical data regarding visits to our website.

Social Media Cookies
We have several “share” buttons on our website for social media platforms like Facebook and Google. You can manage your cookie preferences directly through these platforms:

• Facebook settings
• Google settings

3. Why Do We Retain Your Data?

This section explains the purposes for which we use your personal information, collected as described in Article 2.

To Provide Our Products and Services

• Registration and delivery of your order
• Invoicing and receipt of payments
• Order management and tracking
• Customer service and support
• Maintaining a customer database for satisfaction surveys
• Communication about changes or updates to our products and services
• Debt recovery
• Facilitating personal data requests under Article 7 below
• Compliance with applicable laws and our General Terms & Conditions

Marketing and Market Research

• Updating customer postal information
• Sharing information on LIVLAB and its affiliates
• Sending marketing, advertising, and promotional offers by email, on social media, and through other channels
• Offering special deals to repeat customers
• Gathering customer feedback
• Compiling commercial empirical information

3.3. Cookie Use

3.3.1. Optimizing Your Browsing Experience

• Adapting website format (e.g., language, resolution, text size) based on your device
• Memorizing personal information provided through our sleep platform and product choices
• Automatically logging you into our sleep platform
• Providing social media sharing options
• Managing the technical aspects of our platform to resolve issues and perform data analyses, tests, research, studies, and surveys
• Implementing adequate security measures 

3.3.2. Measuring Website Visits

• Compiling statistics to analyze and improve the website’s content and features
• Recording the number and effectiveness of our advertisements
• Analyzing our audience demographics and behavior
• Enhancing our understanding of our customer base

4. How Long Do We Keep Your Data?

Your personal data is stored for a period that complies with applicable law and is proportional to the reasons it was collected. The duration depends on whether you are an active customer, an inactive customer, or a prospective customer. Data collected through cookies has a specific retention period.

These periods are regularly reviewed to ensure compliance.

5. Where Do We Store Your Data?

Your personal data is securely stored on a remote server called “So You Start,” a product of OVH SAS, headquartered at 2 rue Kellermann, 59100 Roubaix, France. This company is registered with the Companies Register of Roubaix-Tourcoing under number 424 761 00043.

6. Who Has Access to the Personal Data We Collect?

6.1. Access by LIVLAB Employees

The following LIVLAB staff members have access to your personal data:

• Customer Service department, administrative, and accounting staff
• Management, IT, marketing, and commercial staff

Access is limited and subject to confidentiality obligations.

6.2. Data Transfer

6.2.1. Subcontractors
Subcontractors who assist in fulfilling your orders have access to your personal data, including:

• Managing your subscription to our sleep platform
• Securing online payments and preventing fraud
• Delivering your orders
• Personalizing our site content
• Performing maintenance on our website
• Collecting customer satisfaction information
• Providing analytical solutions and statistical data on site usage

These subcontractors are bound by contracts ensuring the security and confidentiality of your personal information.

6.2.2. Social Media Platforms
The integration of social media options into our website (e.g., Twitter, Pinterest, Facebook) may involve the exchange of your personal information with these platforms. We recommend consulting their Privacy Policies to understand how they handle your data. 

6.2.3. Commercial Partners
We do not share, sell, or exchange your data with third parties for advertising purposes. However, if you purchase a product through a third party, you will be subject to that third party’s Privacy Policy. LIVLAB is not responsible for how third parties collect and use your personal information.

6.3. Legal Obligations and Authorities

We may be required to transfer your data to legal, judicial, or administrative authorities to protect the rights, assets, and security of LIVLAB.

7. How Is Your Personal Data Protected?

As the Data Controller, we use all reasonable measures to protect your personal data against unauthorized alteration, use, disclosure, and loss, including:

• Creating an information security team
• Educating staff on data handling obligations
• Securing LIVLAB’s offices and online platform
• Protecting access, sharing, and transfer of data
• Carefully selecting subcontractors and partners with data protection in mind

8. What Are Your Rights?

8.1. Your Rights Regarding Access to Your Personal Data

You have the right to access your personal data and request its rectification or deletion. You can also oppose the processing of your data for legitimate reasons. Additionally, you may request to receive your personal data in a structured, commonly used format.

Your rights are subject to legal exceptions.

8.1.1. Right to Withdraw Consent
If you no longer wish to receive marketing emails or updates from us, you can opt-out by clicking the unsubscribe link in any email or by adjusting your settings in your customer account.

8.1.2. Right to Rectify Your Personal Data
You may update, correct, or delete your account information by accessing your LIVLAB customer account or by contacting Customer Service.

8.1.3. Right to Object to Data Processing
You have the right to object to the processing of your personal data for legitimate reasons. However, this may restrict access to certain services.

8.1.4. Right to Erase Your Personal Data
You may request the deletion of your personal data under certain conditions, particularly if it is no longer necessary for the purposes for which it was collected. However, we may retain certain data as required by law.

8.2. How to Exercise Your Rights?

To exercise your rights, please contact us via our help center at the following address: https://help.livlab.care.

We will respond as soon as possible, generally within one month of receiving your request. However, if the request is complex, this period may be extended by two additional months.

You may also lodge a complaint with a supervisory authority such as the French Data Protection Authority (CNIL).

9. Data Transfer Outside the European Union

In the context of international operations, some of your personal data may be transferred outside the European Union. In such cases, we ensure that the data is protected in accordance with applicable regulations.

10. Changes to Our Privacy Policy

LIVLAB reserves the right to modify this Privacy Policy. In case of significant changes, we will notify you by email or through our website.