Privacy statement

This statement explains which personal data Xebec EU Support processes through this support portal, why we process it and what your rights are. Questions? Contact info@xebecsupport.eu.

1. What we process

• Account details: e-mail address, name and phone number if you provide them.
• Tickets: subject, messages, order number, attachments you upload.
• Warranty claims: product, serial number, purchase date and store, photos.
• Chat: the messages you exchange with our AI assistant.
• E-mail: messages you send to info@xebecsupport.eu, which become tickets.

2. Why we process it

To answer your question, handle returns and warranty claims, keep track of your support history and improve our help centre. The legal basis is the performance of a contract or our legitimate interest in providing customer support.

3. Who can see your data

Only Xebec EU Support agents and administrators can view your tickets. Other customers cannot. We use service providers to run this portal (hosting and database, e-mail delivery, shipping/track & trace, and an AI gateway for the chatbot). They only process data on our instructions.

4. Retention

We keep tickets, warranty claims and chat conversations for as long as needed to support you and to honour warranty and legal obligations. You can ask us to delete your data earlier; we will do so unless we are legally required to keep it.

5. Your rights

You can request access, correction, deletion, restriction or a copy of your data, and object to processing. Mail info@xebecsupport.eu or open a ticket. You may also lodge a complaint with your national data protection authority.

6. AI use

Our chatbot is AI-powered. See AI transparency for details.