Privacy Policy

1. Controller

The controller for the processing of personal data on this website is Eagle Extend B.V., Patroonsweg 14, 3892 DB Zeewolde, The Netherlands. This address is not a visiting address. For privacy questions, the quickest way to reach us is by email at info@eagleextend.com or via our contact form.

You order from us as a guest; we do not offer customer accounts. We never sell your data.

2. Visiting our website and hosting

Our online shop is hosted by Vercel Inc. (USA) in a data centre in the EU (Dublin, Ireland). Our database and media are stored with Supabase Inc. (USA) in a data centre in the EU. When you visit the website, we process technically necessary data:

• IP address, date and time of access,
• the page requested and the previous page (referrer),
• browser, operating system and device information.

Purpose: delivering the website, stability and security, such as defending against attacks. Legal basis: Art. 6(1)(f) GDPR; our legitimate interest is operating the shop securely and reliably. Retention: server logs are kept only as long as necessary for these purposes.

3. Orders

When you place an order, we process:

• name, billing and delivery address, email address,
• phone number, if you choose to provide it,
• products ordered, prices, payment method and payment status.

Purpose: processing your order, including shipping, invoicing, returns, legal guarantee and warranty claims, and customer service. Legal basis: Art. 6(1)(b) GDPR (contract) and, for statutory retention obligations, Art. 6(1)(c) GDPR. We need the details marked as required to conclude the contract; without them we cannot accept your order.

Emails about your order (order, shipping and return confirmations) are sent via Google Workspace (Google Ireland Limited, Ireland) and the email service Resend (USA).

3.1 Payment

Depending on the payment method you choose, we pass the data needed for payment (name, address, email address, order amount and order details) to the following payment service providers:

• MultiSafepay B.V. (Amsterdam, the Netherlands) for credit card, PayPal and the other payment methods offered. You enter card details directly with the payment provider; we do not receive them.
• Klarna Bank AB (publ) (Stockholm, Sweden) if you pay with Klarna. Klarna may carry out identity and credit checks under its own responsibility; see Klarna’s privacy notice for details.
• PayPal (Europe) S.à r.l. et Cie, S.C.A. (Luxembourg) if you pay with PayPal.

Legal basis: Art. 6(1)(b) GDPR. Payment providers partly process your data as independent controllers, for example to prevent fraud.

3.2 Shipping

To ship your order, we pass your name, delivery address, the items ordered and, where needed for delivery, your email address or phone number to our logistics partner Monta (Montapacking, the Netherlands) and to the carrier (DPD or UPS, depending on the length of the parcel). Legal basis: Art. 6(1)(b) GDPR.

3.3 Returns

For a return registered through our online form, we process your order number, email address, the items returned and the reason given. Legal basis: Art. 6(1)(b) and (c) GDPR.

3.4 Accounting

We process invoice and payment data in our accounting software Exact Online (Exact, the Netherlands). Legal basis: Art. 6(1)(c) GDPR (tax and commercial law obligations).

4. Contact and customer service

When you write to us by email or via the contact form, we process your name, email address, message and, where relevant, your order number. Your request is stored in our customer service system (database with Supabase in the EU, email via Google Workspace). To help us handle requests, for example with summaries and draft replies, the content of your request may be sent to our AI service provider Anthropic (USA).

Legal basis: Art. 6(1)(b) GDPR if your request concerns an order, otherwise Art. 6(1)(f) GDPR (our legitimate interest in answering enquiries). Retention: until your request has been fully dealt with; correspondence about an order is kept as long as needed to perform the contract and meet legal obligations.

5. Chat assistant

On our website you can ask questions to an AI-powered chat assistant. Your messages are sent to Anthropic (USA), whose language model Claude generates the answers. No data is processed until you send a message yourself.

• We keep the conversation for 30 days for quality assurance and customer service, and then delete it.
• If you ask in the chat to be contacted, we store the contact details you provide and forward your request to our customer service team.
• Please do not enter sensitive information such as health or payment details in the chat.

Legal basis: Art. 6(1)(f) GDPR (our legitimate interest in fast, efficient customer service) and, where your question concerns an order, Art. 6(1)(b) GDPR.

6. Newsletter

If you sign up for our newsletter, we process your email address to send you information about our products. Legal basis: your consent, Art. 6(1)(a) GDPR. You can withdraw your consent at any time with effect for the future, for example by emailing info@eagleextend.com.

7. Cookies, analytics and advertising

We use strictly necessary cookies, for example for your basket, without consent. All other cookies and similar technologies are only used with your consent (Art. 6(1)(a) GDPR and the national rules implementing the ePrivacy Directive; in the United Kingdom, PECR). You make your choice in the cookie banner and can withdraw or change it at any time via “Cookie settings” at the bottom of every page.

• Google Tag Manager and server-side tagging: we manage our analytics and marketing services with Google Tag Manager (Google Ireland Limited). Measurement data first passes through our own tagging server, operated for us by the service provider Stape, and is only passed on from there to the services below if you have consented (Google Consent Mode v2).
• Analytics (Google Analytics 4): pseudonymous usage statistics that help us improve the shop and checkout. Provider: Google Ireland Limited.
• Marketing: measuring and personalising our advertising with Google Ads (Google Ireland Limited), Meta (Facebook/Instagram; Meta Platforms Ireland Ltd.) and Microsoft Advertising including Microsoft Clarity (Microsoft Ireland Operations Ltd.). If you have consented, we send conversion data such as order value and products, possibly together with hashed (encrypted) contact details, to Google and Meta when you place an order, to measure the effectiveness of our advertising.

To be able to demonstrate your consent, we store your choice together with a random identifier, the time and the language, but without your IP address (Art. 6(1)(c) in conjunction with Art. 7(1) GDPR). All cookies, with provider, purpose and retention period, are listed in our Cookie Policy.

8. Recipients

We only share your data where this is necessary for the purposes described. Recipients are the service providers named in this policy: hosting and database (Vercel, Supabase), payment providers (MultiSafepay, Klarna, PayPal), logistics (Monta, DPD, UPS), email (Google Workspace, Resend), server-side tagging (Stape), analytics and advertising (Google, Meta, Microsoft; only with consent), accounting (Exact) and AI services (Anthropic). Where these providers act on our behalf, we have concluded data processing agreements with them under Art. 28 GDPR. Payment and shipping providers partly process your data as independent controllers.

9. Transfers outside the EU

Some service providers are based in the USA or belong to groups based in the USA (including Google, Meta, Microsoft, Vercel, Supabase, Resend and Anthropic). Where personal data is transferred to the USA, this is based on the European Commission’s adequacy decision for the EU-US Data Privacy Framework (Art. 45 GDPR) if the recipient is certified under it, and otherwise on EU standard contractual clauses (Art. 46(2)(c) GDPR).

10. Retention periods

• Order data: for as long as needed to perform the contract and during the 5-year warranty period on our telescopic poles.
• Invoices and accounting records: 7 years, as required by Dutch law.
• Chat conversations: 30 days.
• Cookie choice: 12 months, after which we ask again.
• Newsletter: until you withdraw your consent.

11. Your rights

Under the GDPR you have the right to

• access the data we hold about you (Art. 15 GDPR),
• have inaccurate data corrected (Art. 16 GDPR),
• have your data erased (Art. 17 GDPR), unless we are legally required to keep it,
• restrict processing (Art. 18 GDPR),
• data portability (Art. 20 GDPR),
• withdraw any consent you have given, with effect for the future (Art. 7(3) GDPR).

Right to object (Art. 21 GDPR): where we process your data on the basis of our legitimate interest (Art. 6(1)(f) GDPR), you can object at any time on grounds relating to your particular situation. You can object to processing for direct marketing at any time without giving reasons.

An email to info@eagleextend.com is all it takes. We reply within one month.

12. Right to complain

You can lodge a complaint with any data protection supervisory authority, in particular in the EU member state where you live. Our lead supervisory authority is the Dutch Data Protection Authority (Autoriteit Persoonsgegevens). If you live in the United Kingdom, the UK GDPR also applies and you can complain to the Information Commissioner’s Office (ICO).

13. Automated decision-making

We do not make automated decisions within the meaning of Art. 22 GDPR. If you choose Klarna, Klarna may carry out an automated credit check under its own responsibility.

14. Security

Our website is encrypted throughout (TLS, shown by the padlock in your browser). We take technical and organisational measures to protect your data against loss and unauthorised access.

15. Changes

We update this policy when our data processing or the law changes. The version published here applies.