Privacy policy

Pflegehero, part of Spitex 24 AG (hereinafter together “we”), is responsible as data controller for the collection and processing of your personal data in connection with your activities. Our mission is to offer our customers a comprehensive range of logistics services.

In this privacy policy, we explain how we process your personal data and how you can control and manage it. Our data processing may also be covered by further data protection notices, in particular those contained in the General Terms and Conditions, or may arise from the circumstances or be governed by law.

This privacy policy complies with the requirements of Swiss data protection law and – if and to the extent applicable – the General Data Protection Regulation (GDPR) of the European Union.

Does this notice apply to you?

This privacy policy applies to you if you:

  • are one of our customers or have a contractual relationship with us;
  • are interested in our products or services and therefore provide us with your personal data (e.g. websites and apps, requests for quotations, etc.) so that we can contact you.
  • are one of our employees or an applicant.

If you provide us with personal data of other people, please make sure that you inform them about the disclosure of their personal data and ask them to read this privacy policy. We will make sure that we do the same whenever possible (e.g. if we have the contact details of the person concerned).

1 How can you control our processing of your personal data?

You have rights that allow you to effectively control your personal data and the way we process it. Below, we explain your rights in connection with your personal data.

If you wish to exercise the rights listed below, please submit a request by email to info@pflegehero.ch or by post to the following address:

Spitex 24 AG
Pfingstweidstrasse 31a
8005 Zürich

If you have any questions about the use of your personal data under this privacy policy, please send them to the following address: info@pflegehero.ch

1.1 You can request information about your personal data

If you would like information about your personal data, we will provide you with a copy of the personal data you have requested and information about how it is processed.

Your right of access may be restricted in the cases provided for by law.

1.2 You can request the rectification of your personal data

If you believe that your personal data is incorrect or incomplete, you can request that this personal data be amended or completed accordingly. In some cases, supporting documents may be required.

1.3 You can request the erasure of your personal data

If you wish, you can request the erasure of your personal data to the extent permitted by law.

1.4 You can object to the processing of your personal data on the basis of legitimate interests

If you do not agree with processing based on a legitimate interest, you can object on grounds relating to your particular situation. In that case, please inform us in detail about the processing in question and the reasons for your objection.

We will stop processing your personal data unless there are compelling legitimate grounds or the processing serves the establishment, exercise or defence of legal claims.

1.5 You can object to the processing of your personal data for direct marketing purposes

You have the right to object at any time to the processing of your personal data for direct marketing purposes. This also applies to profiling to the extent that it is related to such direct marketing.

1.6 You can request the restriction of the processing of your personal data

If you dispute the accuracy of the personal data we use or object to the processing of your personal data, we will review your request. You can request that we restrict the processing of your personal data while we review your request.

1.7 You have rights against automated individual decision-making

In principle, you have the right not to be subject to a decision based solely on automated processing — including profiling — which produces legal effects concerning you or similarly significantly affects you. However, we may automate such a decision if it is necessary for entering into or performing a contract with us, is permitted by law or if you have given your consent.

In any case, you have the right to contest the decision, to express your point of view and to request the intervention of a competent person to review the decision.

1.8 You can withdraw your consent

Where processing is based on consent you have given, you can withdraw this consent at any time.

1.9 You can request the portability of part of your personal data

You can request a copy of the personal data you have provided to us in a structured, commonly used and machine-readable format. Where technically feasible, you can request that we transmit this copy to a third party.

1.10 Complaint to the Federal Data Protection and Information Commissioner

In addition to the rights mentioned above, you can lodge a complaint with the competent supervisory authority. In Switzerland, this is the Federal Data Protection and Information Commissioner (FDPIC), Feldeggweg 1, 3003 Bern.

2 For what purpose and on what legal basis do we use your personal data?

2.1 Performance of contracts and legitimate interest

In this section, we explain for what purpose we process your personal data and on what legal basis we do so. Primarily, we use your personal data to perform a contract to which you are a party or to take pre-contractual measures at your request. However, we may also process your personal data to pursue our legitimate interests or those of third parties.

Your personal data is processed in particular where this is necessary for entering into or performing a contract, in order to:

  • enter into a contract with you. We may process personal data to register you as a new customer, to enter into a contract and to perform it with you;
  • provide you with products and services that you have acquired under the respective contract;
  • carry out billing, invoicing and debt collection;
  • for insurance purposes;
  • offer advisory services;
  • be able to help if difficulties arise while you are using the service;
  • give you access to our digital platforms. We may process personal data when you use our digital platforms for various purposes (e.g. to manage your personal information or to access the services offered);
  • grant access to our premises and facilities. We may process personal data when you visit us at our premises in order to carry out appropriate access and security checks;
  • communicate with you. We may process personal data when you wish to contact us, when you ask us for information about our company or our services or when the contract needs to be updated;
  • answer your enquiries and support you;
  • manage the termination of the contract.

Where we base a processing activity on a legitimate interest, we weigh this interest against your interests or fundamental rights and freedoms to ensure that they are proportionate. As part of our business activities as a transport and logistics company, we also use your personal data to:

  • further develop our products and services;
  • improve cyber security, manage our platforms and websites and ensure business continuity;
  • implement IT solutions;
  • carry out maintenance of IT systems during ongoing operations;
  • improve the automation and efficiency of our operational processes and our customer services (e.g. automatic completion of complaints, tracking your enquiries and improving your satisfaction on the basis of personal data collected during our interactions with you, e.g. telephone recordings, emails or chats);
  • enable the assertion of legal claims and defence in connection with legal disputes and official proceedings;
  • organise competitions and promotions and conduct opinion polls and customer satisfaction surveys.

2.2 Advertising and marketing

If you are a customer and unless you object, we may send you offers for our products and services. We make sure that these commercial offers relate to products or services that are relevant to your needs and complement the offers you already use. You can object to this at any time.

2.3 Consent

For certain processing of personal data, we will inform you specifically and ask for your consent. You can, of course, withdraw your consent at any time.

In particular, we ask for your consent for:

  • The disclosure of sensitive personal data to third parties;
  • A tailor-made adaptation of our offers and products or services on the basis of a complex profile in order to predict your needs and behaviour;
  • all electronic offers for products and services that are not similar to those you have acquired, or for products and services from our trusted partners.

If necessary, we may ask you for further consent to the processing of your personal data; however, this has no effect on data processing that has already taken place.

3 What types of personal data do we collect?

We collect and use your personal data, i.e. any information that identifies you or makes it possible to identify you.

Depending on the type of product or service we offer you and the interactions we have with you, we collect various types of personal data about you:

  • Contact information, (private or business) postal address, email address, telephone number;
  • Personal details, e.g. gender, date of birth and age, marital status, nationality, passport details, etc.
  • Information about property and infrastructure, e.g. number and type of rooms, dimensions, inventory of buildings, access situation, opening hours, etc.
  • Financial information, e.g. payment information, credit card number, account details;
  • Data about your habits and preferences, relating to the use of our products and services
  • Data from our interactions with you, e.g. your comments, suggestions and needs collected during our exchanges with you in person at our locations and during telephone communication (call notes or call recordings), communication by email, chat or chatbot, exchanges on our social media and any complaints you may have made. Your connection and tracking data (e.g. collected via cookies for non-advertising or analytical purposes on our websites), online services and other applications;
  • Data about your devices (mobile phone, computer, tablet, etc.), such as IP address, technical data and unique identification data;
  • Personalised login details or security features used to connect you to our website and apps.

4 From whom do we collect personal data

As a rule, we collect personal data directly from you. However, we may also collect it from other sources.

Sometimes we collect data from public sources:

  • publications/databases provided by official authorities or third parties (e.g. the Swiss Official Gazette of Commerce or the commercial register);
  • websites/social media presences of legal entities or business customers containing information you have disclosed (e.g. your own website or your social media presence);
  • public information, e.g. information from the media.

We also collect personal data from third parties:

  • from our customers
  • from our business partners
  • from third parties such as credit reference agencies and fraud prevention agencies;
  • from research service providers who are themselves responsible for collecting the relevant information lawfully.

5 To whom do we disclose your personal data and why?

In order to fulfil some of the purposes described in this privacy policy, we may disclose your personal data to others where appropriate. These may be the following:

  • Other service providers in Switzerland and abroad (e.g. forwarding agents, customs agents, transport service providers, freight companies, etc.),
  • processors who provide services on our behalf (e.g. IT services, logistics, printing services, telecommunications, debt collection, consulting and sales, and marketing);
  • certain regulated professions such as lawyers, notaries or auditors, where this is necessary in certain circumstances (legal disputes, audits, etc.), as well as our insurers;
  • partners for carrying out advertising, market and opinion research;
  • partners to support the investigation of criminal offences (e.g. fraud) and the establishment, exercise or defence of legal claims;
  • authorities and official bodies (e.g. tax authorities, embassies of the destination country) where there is a legal or official obligation (e.g. retention obligations, customs clearance, obtaining entry requirements).

6 International transfer of personal data

In the case of international transfers from Switzerland and the European Economic Area (EEA) to a non-EEA country (third country), your personal data may be transferred across borders. In particular, you should expect your data to be transferred to the countries you are moving to. But also to countries in Europe, the USA and worldwide where the service providers and suppliers we use are located. If the FDPIC or the European Commission has recognised that a third country offers an adequate level of data protection, your personal data may be transferred on this basis.

For transfers to a third country whose level of protection has not been recognised as adequate by the FDPIC and the European Commission, we either rely on an exception applicable to the respective situation (e.g. if the transfer is necessary for the performance of our contract with you) or apply one of the following appropriate safeguards to ensure the protection of your personal data:

  • standard contractual clauses approved by the FDPIC and the European Commission;
  • binding corporate rules.

To obtain a copy of these safeguards or information on where they are available, you can submit a written request in accordance with section 2.

7 How long do we keep your personal data?

We will keep your personal data for as long as is necessary to fulfil our contractual obligations and to comply with applicable laws and regulations, or for another period in view of our legitimate business interest, such as proper accounting and responding to legal claims or requests from authorities.

8 Data security

We use appropriate technical and organisational security measures to protect the personal data stored with us against manipulation, partial or complete loss and unauthorised access by third parties (e.g. encryption of data transmission, access controls, etc.). Our security measures are continuously improved in line with technological developments.

We take reasonable precautions to protect your data. The transmission of information via the internet and other electronic means always involves certain security risks, and we cannot guarantee the security of information transmitted in this way.

9 How you can follow changes to this privacy policy

In a world where technologies are constantly evolving, we review this privacy policy regularly and update it as necessary.

The current version published on our website applies. We recommend that you consult the latest version of this document online. We will inform you of any changes via our website or our usual communication channels.

10 Analytics tools and advertising

10.1 Google Analytics

This website uses functions of the web analytics service Google Analytics. The provider is Google Inc., 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA. Google Analytics uses so-called “cookies”. These are text files that are stored on your computer and enable an analysis of your use of the website.

The information generated by the cookie about your use of this website is usually transferred to a Google server in the USA and stored there. Google Analytics cookies are stored on the basis of Art. 6 para. 1 lit. f GDPR. The website operator has a legitimate interest in analysing user behaviour in order to optimise both its website and its advertising.

10.2 Browser plugin

You can prevent cookies from being stored by adjusting the settings of your browser software accordingly; however, please note that in this case you may not be able to use all the functions of this website to their full extent.

You can also prevent Google from collecting the data generated by the cookie and relating to your use of the website (incl. your IP address) and from processing this data by downloading and installing the browser plugin available at the following link: browser add-on to opt out of Google Analytics.

10.3 Objection to data collection

You can find more information on how Google Analytics handles user data in Google’s privacy policy: Google Analytics help page on data privacy.

10.4 Data processing on behalf

We have concluded a data processing agreement with Google and fully implement the strict requirements of the German data protection authorities when using Google Analytics.

10.5 Demographic characteristics in Google Analytics

This website uses the “demographic characteristics” function of Google Analytics. This makes it possible to create reports containing information on the age, gender and interests of site visitors. This data comes from interest-based advertising by Google and from visitor data from third-party providers.

This data cannot be attributed to a specific person. You can deactivate this function at any time via the ad settings in your Google account or generally prohibit the collection of your data by Google Analytics as described in the section “Objection to data collection”.

11 Newsletter

11.1 Newsletter data

If you would like to receive the newsletter offered on the website, we need an email address from you as well as information that allows us to verify that you are the owner of the email address provided and that you agree to receive the newsletter. No further data is collected, or only on a voluntary basis.

We use this data exclusively for sending the requested information and do not pass it on to third parties. The data entered in the newsletter registration form is processed exclusively on the basis of your consent (Art. 6 para. 1 lit. a GDPR).

You can withdraw your consent to the storage of the data and the email address and their use for sending the newsletter at any time, for example via the “unsubscribe” link in the newsletter. The lawfulness of the data processing operations already carried out remains unaffected by the withdrawal.

The data you provide to us for the purpose of receiving the newsletter will be stored by us until you unsubscribe from the newsletter and will be deleted after you cancel the newsletter. Data stored by us for other purposes (e.g. email addresses for the members’ area) remains unaffected.

12 Plugins and tools

YouTube

Our website uses plugins from YouTube, which is operated by Google. The operator of the pages is YouTube, LLC, 901 Cherry Ave., San Bruno, CA 94066, USA. When you visit one of our pages equipped with a YouTube plugin, a connection to the YouTube servers is established. The YouTube server is informed which of our pages you have visited.

If you are logged into your YouTube account, you enable YouTube to assign your browsing behaviour directly to your personal profile. You can prevent this by logging out of your YouTube account.

YouTube is used in the interest of an appealing presentation of our online services. This constitutes a legitimate interest within the meaning of Art. 6 para. 1 lit. f GDPR. Further information on the handling of user data can be found in YouTube’s privacy policy at: Google privacy policy.

Information on data processing in connection with Google Analytics

This website uses Google Analytics, a web analytics service of Google Ireland Limited. If the controller responsible for data processing on this website is located outside the European Economic Area or Switzerland, Google Analytics data processing is carried out by Google LLC. Google LLC and Google Ireland Limited are hereinafter referred to as “Google”.

Google Analytics uses so-called “cookies”, text files that are stored on the site visitor’s computer and enable an analysis of the site visitor’s use of the website. The information generated by the cookie about the site visitor’s use of this website (including the shortened IP address) is usually transferred to a Google server and stored there.

Google Analytics is used on this website exclusively with the extension “_anonymizeIp()”. This extension ensures the anonymisation of the IP address by shortening it and excludes any direct personal reference. With this extension, Google first shortens the IP address within member states of the European Union or in other contracting states of the Agreement on the European Economic Area. Only in exceptional cases is the full IP address transferred to a Google server in the USA and shortened there. The IP address transmitted by the browser in question as part of Google Analytics is not merged with other Google data.

On behalf of the site operator, Google will use the information collected to evaluate the use of the website, to compile reports on website activity and to provide the site operator with further services related to website and internet use (Art. 6 para. 1 lit. f GDPR).

The legitimate interest in data processing lies in optimising this website, analysing the use of the website and adapting the content. The interests of users are adequately protected by pseudonymisation. Google LLC. guarantees an adequate level of data protection on the basis of the standard contractual clauses.

Data sent and linked to cookies, user identifiers (e.g. user ID) or advertising IDs is automatically deleted after 50 months. Data whose retention period has been reached is deleted automatically once a month.

The site visitor can prevent collection by Google Analytics by adjusting the cookie settings for this website. The collection and storage of the IP address and the data generated by cookies can also be objected to at any time with effect for the future. The corresponding browser plugin can be downloaded and installed at the following link: browser add-on to opt out of Google Analytics.

The site visitor can prevent collection by Google Analytics on this website by clicking on the following link. An opt-out cookie is set that prevents the future collection of data when visiting this website. Further information on data use by Google, settings and objection options can be found in Google’s privacy policy (Google privacy policy) and in the settings for the display of advertisements by Google (Google ad settings).