Protection of personal data
You: visitor of the website www.Balkaniyum.tv or customer of BALKANIYUM services;
Purpose of collecting the data
Type of data that we collect
Duration of the stored data
Handling your personal data by You
Personal data may only be processed and transmitted within the framework of the specific task and only for the purposes for which they were originally collected. Personal data will only be transmitted to third parties within the framework of legal regulations and/or with explicit consent. They are deleted or made anonymous immediately after the purpose for which they were collected ceases.
Protection of children
We do not knowingly attempt to solicit or receive any information from children. In case that a visitor to our website is a child, certain types of data are collected but not personally identifiable, and the usage of the website will be considered as approved/authorized by the holder of parental responsibility for the child. In case that the child is using our services, we will also consider that the usage is approved/authorized by the holder of parental responsibility for the child (parents, guardians), since our services are not intended to be bought/used by the children without the supervision of the adults.
Parents/guardians are encouraged to spend time online with their children and to become familiar with the types of content available through our website or service and on the Internet in general. We advise parents/guardians to regularly oversee their child’s use of e-mail and other online communications and transactional features. Control tools are available from online services and software manufacturers that can help to provide a safe online environment for children. If your child has used your credit card in connection with our service without your permission, please contact our Customer service immediately.
Rights to Access and Control Your Personal Data
You can access or delete your personal data. In this document, you can find out more information about how your data is collected, used and shared. We provide many choices about the collection, use and sharing of your data, from deleting or correcting data you have provided and controlling the advertising opt-outs and communication controls. We offer you settings to control and manage the personal data we have about you.
If the stored data is not correct, you can report it at any time through our Customer service, by phone or via the e-mail: firstname.lastname@example.org or to our designated e-mail address for the purposes of data protection: email@example.com.
At any time you have the right to ask for free information about the data stored about you, their origin and recipients as well as the purpose of the data processing. You also have the right to transfer data and delete your data. Should there ever be any reason to complain about the processing of your data, you can contact us at any time.
For personal data that we have about you, you have the following rights:
Delete Data: You can ask us to erase or delete all or some of your personal data (e.g., if it is no longer necessary to provide our services to you).
Change or Correct Data: You can edit some of your personal data through your account. You can also ask us to change, update or fix your data in certain cases, particularly if it’s inaccurate.
Object to, or Limit or Restrict, Use of Data: You can ask us to stop using all or some of your personal data (e.g., if we have no legal right to keep using it) or to limit our use of it (e.g., if your personal data is inaccurate). The right to object is a special form of the right to deletion.
Access and/or Take Your Data: the right to access the data is, in general, the right to obtain information as to who processes what data concerning you, where the data originated, for which purpose they are used, as well as to whom the data are transmitted. You can ask us for a copy of your personal data at any time.
Up to eight weeks of the receipt of the request regarding your rights, the information shall be provided by BALKANIYUM or in case of deletion or rectification the application shall be compiled by the BALKANIYUM, or you will receive within defined period of eight weeks a reason given in writing why the information is not or not completely provided or a reason in writing shall be given why the requested erasure or rectification was not carried out.
Security standards and data loss
BALKANIYUM protects the data stored on its servers according to the state of the art. In the event of a loss of data at BALKANIYUM despite the highest security requirements, BALKANIYUM has envisaged specific escalation measures, which will promptly identify and correct any defect or take appropriate countermeasures. Depending on the severity or concern of specific persons, these and the relevant authorities (regulatory authority, data protection authority) will be informed.
Personal data means any information relating to an identified or identifiable natural person. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, telephone number, address, e-mail address, etc.
If you are a visitor of the website, we collect certain data automatically, such as IP address, region or general location where your computer or device is accessing the Internet, browser type, operating system and other usage information about the use of our website, including the history of the pages that you have viewed.
Data is not personal if it does not relate to a specific person eg the gender or how many people visit the website per day. Statistical data that are collected, for example, when visiting the certain pages on the website and that cannot be directly associated with you as a person eg statistics, which pages are particularly popular on the website etc.
BALKANIYUM identifies and processes personal and metadata, as well as other information you provide in the framework of the contract and/or when using the approved promo period free of charge for our services, and possibly as part of the verification of the customer's identity.
Personal data, which you provide to BALKANIYUM at the conclusion of the contract, are understood to be the master data. This includes: name, address, telephone number, contact information such as your e-mail address, information about the nature and content of the contractual relationship. For companies: the company name, registered address and the company register number are also part of the master data. BALKANIYUM deletes the master data relating to the customer no later than seven years after completion of all claims arising from the contractual relationship.
Metadata, refers to all data that is processed to forward a message to a communications network or to bill that process. These are, for example, active and passive subscriber numbers, type of device, charge code, total number of units to be charged for the billing period, type, date, time and duration of a connection or other use, routes, the protocol used, the network from which the message originates or to which it is sent.
Telephony - to fulfill the contractual obligations of the telephony (voice and SMS service), master data and metadata are processed in order to establish, control and charge telecommunication connections. On our website in section user account (My profile), you have access protected with password where you can track the consumption of the telephony service and review the listing of your calls and sent SMS.
Only insofar as personal data are strictly necessary for operational purposes (in particular, troubleshooting of connection problems, network needs analysis, performance analysis, development and planning of network deployment, analysis and prevention of fraudulent activities, offers optimization etc.) are processed by using BALKANIYUM metadata. Metadata stored for these purposes will be deleted or anonymized at the latest after 6 months.
In order to ensure communication, BALKANIYUM works with different service providers who also have access to the technical systems and data for troubleshooting purposes. Some of these service providers are also outside the Designated countries. If this is the case, BALKANIYUM will ensure, by means of appropriate guarantees given by the providers that the high level of data protection of the European Union and of Austria, as well as its service providers and partners, will be complied with.
We operate globally, and we use others to help us provide our services and website (e.g., maintenance, analysis, audit, payments, fraud detection, marketing and development). They will have access to your information as reasonably necessary to perform these tasks on our behalf and are obligated not to disclose or use it for other purposes. Whenever your personal Information is transferred, stored or processed by us, we will take reasonable steps to safeguard the privacy of your personal data in accordance with applicable law.
Processing related to the contract/order
Telephony and SMS
Telephony and SMS - If you are using our telephony services, your traffic data will be transmitted to so-called interconnect partner and to the operator of the destination network, in line with legal obligations.
For the processing of order of your contract and / or your device, we collect the following personal data: first and last name, address, e-mail address, telephone number, date of birth. We need this to confirm your order by e-mail, to deliver the ordered goods, to issue the invoice and the contract document for the respective service/tariff. If your delivery address differs from your billing address, the delivery address will also be saved.
The goods you order will be packed by our partner depending of your residence and sent by post (FedEx). For the delivery of the goods, the freight forwarder receives access to your order data such as full name, address and telephone number. The data stored by the forwarding companies will be deleted after expiry of the statutory limitation period.
If you use the legal right of withdrawal, your master data will be used in order to return the paid sums.
Contracting in BALKANIYUM shop or with a distributor/partner of BALKANIYUM
If you conclude a service contract for one or more service/tariffs and/or products in BALKANIYUM shop or through distributor/partner of BALKANIYUM, it is necessary to submit the master data. This is required to charge for the service you have claimed as well as to be available for your requests in customer service.
If you conclude the contract with a distributor of BALKANIYUM, the following personal data will be transmitted for the billing between BALKANIYUM and this partner: such as name, telephone number, device number (MAC address) and type of service/tariff. These data are necessary for the verification of the payment transactions and are deleted after the data has been reconciled.
For accounting, business or legal reasons, the master data and metadata of customers and suppliers of BALKANIYUM are processed, analyzed and stored. All tax-relevant records are kept for seven years.
We are sending the invoices to the e-mail address specified by you for exactly this purpose. Master and metadata are used for billing purposes. The master data and product/service data can be found directly on the invoice. You can also find all invoices in your customer zone on the web site "My profile", including the listing of the usage of the services. For billing purposes, the metadata and thus also their individual records are stored until the deadline for filing a complaint or a final decision on the complaint against the consumption based bill. The invoices are stored for the statutory retention period of 7 years.
In case of payments of the prepaid invoice through our web site, the method of payment you have announced (credit card) can be used for automatic payment collection if you have chosen this option. BALKANIYUM works with banks and credit card companies to collect payments. In this case, data is transmitted in encrypted form to the service providers. Customers who settle their prepaid account via the customer zone section of the website are handled via the service provider Ingenico.
You may revoke your consent to the automatic payment collection at any time, for any reason whatsoever, with effect for the future, by accessing to your user account on our website ("My profile") and turning off this function.
If you transfer the outstanding invoice amount to BALKANIYUM yourself (a bank's order), the payment will be automatically allocated to your customer account at BALKANIYUM using your master data, which is provided by the banks. If you buy a product in connection with a service/tariff in BALKANIYUM shop, the information about purchased products is stored in the customer database. In this case, your customer data will also be printed on the invoice issued in the shop.
Claims and disputes
In claims and disputes cases, BALKANIYUM accesses the master, meta, payment, and profile data and customer interactions stored in databases that are needed to review the claim.
If you contact the arbitration board if any, a representation of interests (eg Association for Consumer Information) or an attorney and you are brought in an objection on your behalf, BALKANIYUM gives your personal data mentioned above to the arbitration board or interest representative or the lawyer needed to clarify the opposition case. As long as the process is legally in progress, the personal data described above will not be deleted. Afterwards, the general retention and deletion periods apply.
Termination of the contract
If you terminate your contract, your personal master data and saved customer interactions will be deleted after 3.5 years (after completion of all claims arising from the contractual relationship).
Extraordinary termination - handling of special cases
If there is an extraordinary reason for termination, for example due to guardianship or death, the necessary master and metadata but also notifications and documents are transmitted to third parties such as notaries, lawyers, or certain administrative staff if necessary.
Legal obligations regarding abuses and emergencies
You are informed and agreed that our telephony services cannot be used for making an emergency calls service (rescue, fire brigade, police, etc.), so we are not able to provide information about your master and location data to any emergency services.
You have the option of turning to BALKANIYUM if you are being harassed by a specific caller. If it is feasible, we will apply appropriate measures to protect you and inform you about it.
Transfer to third-parties
Your data will be used exclusively to provide our service and of course, will not be disclosed to third parties without your explicit consent. Our employees and partners, who could gain knowledge of your personal data through maintenance and service, are bound to secrecy. We do not reveal your personal data to third-parties for their independent use unless: (1) you request or authorize it; (2) the information is provided to comply with the law, disclosure to authorities according to the legal obligation, enforce an agreement we have with you, or to protect our rights, property or safety; (3) the information is provided to our agents, vendors or service providers who perform functions on our behalf; (4) to address emergencies; or (5) to address disputes, claims, or to persons demonstrating legal authority to act on your behalf. There is no sale or marketing of your data.
Transfer to third countries
Information we collect from you will be processed in the USA. The United States has not sought nor received a finding of "adequacy" from the European Union under Article 45 of the General Data Protection Regulation (GDPR).
For processing your requests and appeals, such as invoices, customer-related products and services, or technical issues, BALKANIYUM processes the master and traffic data stored in the systems, as well as customer interactions necessary to respond to the request or resolve the existing issue. Such a request may involve, for example, changing address, setting locks, or enabling / disabling packets. In order to identify you as a customer, data such is your name, MAC address of the device, telephone number or personal number if you are using our calling services, is first requested. For each customer contact, an entry will be made in our customer management system.
Employees of BALKANIYUM can access your user account with your consent to make changes there according to your order. Every access is stored in the customer management system.
In order to answer your queries, BALKANIYUM also works with partners who have the same access to the master and metadata as employees in their duties. Of course, the same strict data protection regulations apply to these.
User profile/account - "My profile"
The user profile is a customer account with password-protected access. Here you can view your address data, certain bank details, subscribed additional packages and purchased devices from BALKANIYUM. You can also view your invoice, listing for the telephony services and view and set your passwords. The user profile is deleted 6 weeks after contract termination.
You agree to treat the personal access data as confidential and not to make it accessible to unauthorized third parties. BALKANIYUM assumes no liability for misused passwords, unless BALKANIYUM is responsible for the abuse. If you can no longer log into the user profile, please contact the Customer service team without delay.
The "remember me"/"stay signed in" feature of your browser allows you to use the user profile without logging in again each time. BALKANIYUM is not connected in any way with this browser feature. We recommend that you do not use this feature if your device is being used by more than one user, and indicate that the "remember me"/"stay signed in" feature will not be available if you use a setting in your browser that automatically deletes saved cookies after each session.
Customer service via social media
If you contact BALKANIYUM via social media, your data regarding resolving potential issue, which you publicly disclose with your profile or in person in your direct message to our company profile, will be processed and stored in the Customer Management System for the purpose of servicing/resolving the issue. However, the message itself, if it is publicly disclosed, will not be deleted from BALKANIYUM profile. The user data as well as direct messages to our company profiles on social media, will be deleted 3 months after servicing your request.
Call the Customer service
If you call the Customer service the following information of the telephone system is processed: the phone number that you use to make the call and date and time of the call. BALKANIYUM records conversations between you and the employee, and you will be informed about it at the beginning of your call. The conversation files are automatically deleted after 30 days.
You can contact us in writing via on-line chat on BALKANIYUM web site, e-mail, fax or letter. All documents are stored for 3 months and then deleted or destroyed.
If you hand over your device for repair due to a defect, it will be handled by the repair partner. Repair partner will not receive any information about You as a customer. Your complaints will be logged in your customer account in the customer management system of BALKANIYUM, so that BALKANIYUM customer service can check through the customer management system whether your device still has a guarantee or warranty and thus the product can be repaired or exchanged.
BALKANIYUM apps. and services
BALKANIYUM strives to constantly improve the quality of TV service. In the Balkaniyum service, we collect, store and process quality-of-service-relevant data such as transmission quality and switching time, loading time and any additional buffer times for your TV use for statistical purposes, all data are stored and evaluated for 3 months.
BALKANIYUM Calling app
BALKANIYUM app logs in with your phone number and/or using your user name and password, and data must be entered by you. For quality assurance, usage data is processed anonymously. We collect, store and process BALKANIYUM quality-of-service-relevant data such as transmission quality and switching time, loading time and any additional buffer times for your service use for statistical purposes, all data are stored and evaluated for 3 months.
If you expressly agree that you would like to receive personalized advertisements from BALKANIYUM, your personal information such as email address, telephone number or address will be used. Your information that BALKANIYUM receives during your visit to our website helps to permanently improve your customer experience and to make it more customer-friendly and individual. The information you submit and automatically generate is used to design advertising tailored to you and your interests ("behavioral advertising). BALKANIYUM uses existing information such as receipt and read receipt of emails, your order history, your service history, the date and time of your visit to the website or products, that you have viewed. When emailing and analyzing your behavioral data, BALKANIYUM works with MailChimp and Google Analytics. In addition, information such as your current tariff, your last device purchased at BALKANIYUM, as well as automatically generated data such as your actual consumption, the use of installed BALKANIYUM apps or your current location are evaluated. We use this information to refine our goods and services to better tailor them to your needs and to communicate with you about other services of BALKANIYUM that may interest you.
The double opt-in procedure is used when you register on the website and/or buy the services through our web-shop, in which by confirming your e-mail address again it is ensured that you have consented to the receipt of the advertisement. You may object to your consent at any time, for any reason whatsoever, for the future, through the opt-out link in the email or through the Customer service.
We use third-party providers: CLX, Infobip and Telekom Srbija, to deliver our SMS messages. We gather statistics around SMS opening and clicks. For more information how this these providers use your information, please see their privacy notice.
We use a third-party provider, MailChimp, to deliver our e-newsletters. We gather statistics around email opening and clicks using industry standard technologies including clear gifs to help us monitor and improve our e-newsletter. For more information, please see MailChimp’s privacy notice.
BALKANIYUM strives to increase the satisfaction of its customers with the services and customer interfaces in order to be able to implement appropriate improvement measures. For this purpose, if you have consented to the receipt of offers and products from BALKANIYUM and participation in the survey, you can be contacted by telephone, by SMS or e-mail, from partner agencies of BALKANIYUM or BALKANIYUM directly in order to collect your opinion about survey questions.
The agencies receive your master and profile data for the survey. In the survey itself, you can decide for yourself whether you want to give your opinion anonymously or personally to BALKANIYUM.
You may revoke your consent to participate in a Customer Survey at any time, by contacting our Customer service.
Sending important information about your contract
In some situations, BALKANIYUM is required by law to keep you informed. This may, for example, be a change to your contract (eg the adjustment of the monthly basic charge or a tariff change), the cessation or modification of a particular service, a delivery delay of ordered equipment. In other cases, we would like to inform you about planned changes in good time to avoid any inconvenience. For example, when scheduled maintenance on our network is done in certain areas. In order to be able to inform you personally, your master data and additional information such as your current tariff, additional packages you use or your last device bought at BALKANIYUM are processed. This service information will be sent to you via SMS, e-mail, telephone, post, on your monthly bill or as a push message in BALKANIYUM Apps. For the postal mailing, BALKANIYUM works with partner agencies.
Profiling (if applicable).
BALKANIYUM strives to provide its customers with the best possible quality of the products and services. BALKANIYUM will use automated data processing techniques to analyze customer behavior. These data processing techniques are called profiling. These procedures allow us, for example, to provide you with a suitable personal offer based on your previous telephony or TV service behavior (eg a tariff offer with more traffic volume if your usage increases or better conditions for contract extensions), and also help us to identify faults in the services or products at an early stage and to remedy them as quickly as possible.
Websites and Social Media
Analysis of the use of the website
We use various software to analyze the use of our websites to gain valuable insight into the needs of our website visitors. These insights help us to constantly improve the quality of our offerings.
We collect non-identifiable personal information through technology, such as "cookies" and other technologies (such as web beacons and pixel tags). Cookies are small data files stored on your computer’s (PC, laptop) hard drive, smartphone, tablet or any other device connected to the internet by a website. Cookies allow an analysis of your user behavior, but also allow you to be recognized as a visitor to our website and you do not have to log in again. For this purposes, our server accesses your cookies and processes the stored information.
Cookies are used both to improve the quality of service, including the storage of user preferences, and to track visitor trends, such as which products you have viewed and ordered. If the "cookies" function is activated in your browser settings on your computer/device, BALKANIYUM can recognize the browser of the local computer and offer you the advantageous functions of the cookies. Basically, cookies used to analyze user behavior are automatically deleted after 30-90 days.
So-called session cookies are automatically deleted after 30 minutes if you close your browser or use the logout function. They contain only a randomly generated identifier that allows you to be recognized during a session while using the website. Permanent cookies are only set if you allow them in your browser settings and you additionally agree. For example, it's a permanent cookie if you allow the "remember me/stay signed in" feature. Such cookies are stored for a period of one year and extended with regular use.
You can easily manage cookies yourself: enable and disable cookies. You can manage cookies by following the procedure for the browser you use:
However, disabling cookie functionality may prevent you from using certain benefits or features when visiting the website. Therefore, we recommend that you enable the cookie feature.
Third-party cookies are not created by BALKANIYUM, but by another provider (third party). Such cookies can, on the one hand, track your visits to third-party websites and display those advertisements on BALKANIYUM-party websites or, on the other hand, play out advertisements from BALKANIYUM on other websites. These cookies are automatically deleted after a period of time specified by the third-party providers (usually between 7 days and 2 years). In the browser settings, you can set exactly whether you allow third-party cookies or only those from the website you are visiting.
Our website uses Google Analytics, a web analytics service provided by Google. Google Analytics uses so-called "cookies", text files that are stored on your computer and that allow an analysis of the use of the website by you. The information generated by the cookie about your use of this website is usually transmitted to a Google server in the USA and stored there. However, if IP anonymization is activated on this website, your IP address will be shortened beforehand by Google within member states of the European Union or in other contracting states of the Agreement on the European Economic Area. Only in exceptional cases will the full IP address be sent to a Google server in the US and shortened there. On behalf of the operator of this website, Google will use this information to evaluate your use of the website, to compile reports on website activity and to provide other services related to website activity and internet usage to the website operator. The IP address provided by Google Analytics as part of Google Analytics will not be merged with other Google data. You can prevent the storage of cookies by a corresponding setting of your browser software; however, we point out that in this case you may not be able to use all functions of this website in full. You may also record the data generated by the cookie and related to your use of the website (incl. https://tools.google.com/dlpage/gaoptout ). Download and install the available browser plugin.
For Internet Explorer, third-party cookies must be enabled.
If you have consented to Google linking your web and app browsing history to your Google Account, and using the information you see on the web from your Google Account to personalize your ads, Google associates that information with Google Analytics Data to create and define audiences for cross-device remarketing. To support this feature, Google Analytics will collect unique IDs. You can change your settings under "My Account" on Google.
On Our website so-called social plugins ("plugins") of the following social networks, are used: Facebook, LinkedIn and Google+, Instagram. These services are provided by the companies Facebook Inc., Google Inc., LinkedIn Ireland Unlimited Company/LinkedIn Corporation and Instagram LLC ("Provider").
Facebook is operated by Facebook Inc., CA 94304, USA ("Facebook"). An overview of the plugins of Facebook and their appearance can be found here: https://developers.facebook.com/docs/plugins
LinkedIn is operated by LinkedIn Corporation, Sunnyvale, California, USA or LinkedIn Ireland Unlimited Company ("LinkedIn"). An overview of the plugins of LinkedIn and their appearance can be found here: https://developer.linkedin.com/plugins#
Instagram is operated by Instagram LLC., CA 94025, USA ("Instagram"). An overview of the Instagram plugins and their appearance can be found here: https://www.instagram.com/developer/embedding/
If a social plugin is called in the context of the use of the products of BALKANIYUM, your browser establishes a direct connection with the servers of the respective social network. The content of the social plugin is transmitted directly to the browser and integrated by the latter into the digital platform called up. Through this integration, the information that the user has called up the corresponding digital platform is forwarded to the social network. If you are logged in to this social network, the social plugin can associate the digital platform call with your account. For example, you confirm the "Like" button on our website or share content. This information is transmitted directly from the browser to the social network and stored there.
Facebook Custom Audiences
When you visit our website, the web servers temporarily store each access in a log file or a so-called log file. The following data is collected and stored until automated deletion:
Date and time of access
http method and url request
http code that is returned
length of response in bytes
the url of the page from which the request was sent
identification of browser
A merge of this data with other data sources will not be done. In addition, the data will be deleted after a statistical evaluation by the application server after a maximum of 54 weeks.
Modifications, effective date
Last version: effective date 25th of May 2018