Dear Customer,
We are pleased that you are interested in data protection. We would like to give you an easily understandable overview of our data protection process.
Our goal is to provide you with an amazing customer experience that also means that you can always trust us, that we are always transparent and honest to you. Your trust in our product is the reason why we can provide you with an amazing customer experience. We would like to thank you for this cooperation.
Who we are?
We are Gold Panda (Cambodia) Co., Ltd. (hereinafter referred to as “Panda Go”) and we love data protection.
While visiting our website, registering or placing orders, you agree to this privacy policy.
As data controller, we determine how we process your personal data, for what purposes and by what means. While we are required by law to provide you with all of the following information, we do so primarily out of the belief that a partnership should always be honest.
As data controller we are responsible that all our processing activities are in accordance with legal requirements but also you may reasonably expect these processing of your personal data (link to "legitimate interests").
If you have any questions about data protection at Panda Go, you can also contact our data protection officer.
We will continue to be your point of contact if you have any questions about data protection.
Privacy is your right and you have the choice
As a customer you have the choice which information you would like to share with us. Of course, we need some information for the fulfillment of our contract. However, this does not always require all the data which you can make available to us.
You can take the following steps to disclose less information about yourself:
- Cookies: You can install additional add-ons in your browser that block unnecessary cookies. By doing so, you will not see any interest-based advertisements.
- Advertising: If you do not want to receive newsletters from us, you can unsubscribe at any time. In this case, we will not be able to send you any cool offers.
- No data sharing: If you don't want to share any information with us at all, that's a shame. In this case we can't convince you how great our products are.
You can also make use of the following rights at any time:
Right to access
You have the right to be informed which data we store about you and how we process this data.
Right to rectification
If you notice that stored data is incorrect, you can always ask us to correct it.
Right to erasure
You can ask us at any time to delete the data we have stored about you.
Right to object to the processing of your data
You can revoke your consent at any time or object to the further processing of your data. This also includes objecting to our processing, which we process without your consent but based on our legitimate interest. This applies, for example, to direct marketing. You can object to receiving further newsletters at any time.
If you do not agree with one of our processing purposes based on our legitimate interest or wish to object to it, you may object to the processing at any time on grounds relating to his or her particular situation. In this case we will review the processing activity again and either stop processing your data for this purpose or explain to you our reasons worth protecting and why we will continue with the processing.
Right of complaint
If you believe that we have done something wrong with your personal data or your rights, you can complain to the appropriate supervisory authority at any time.
What data we process
In the following description of our processing activities, we refer in each case to categories of personal data. A category includes several personal data, which are usually processed together for the purposes.
Personal data is information that can identify you or even make you identifiable.
We generally process the following categories of personal data for the following reasons:
- Contact Information: Name, address, telephone number, email address, your ID from any social media (if applicable).
- Reason: If you contact us, we collect this data because we need to know who we are talking to and what we have been talking about so that we can help you with your reason for contacting us. This also applies if you leave comments on social media on our fan pages. We do not combine this data with your profile data on our platform, but we can still identify you by your social media ID.
- Location data: Address, Postcode, City, Country, Longitude, Latitude
- Reason: We need these data to be able to deliver your orders. We create the longitude and latitude automatically in order to be able to process your delivery address in our other linked systems, such as our Delivery app, and to display your address to our delivers or delivers of restaurants.
- Profile data (master data): Name, email address, password, telephone number, delivery addresses, interests, demographic data, age, delivery address
- Reason: This data is your master data, which we absolutely need for our services. Without an email address / telephone number and a password, you cannot create a profile. Together with your name, this is your master data. We need your age to ensure that you are not a minor.
- Device information and access data: Device ID, device identification, operating system and corresponding version, time of access, configuration settings, information on Internet connection (IP address)
- Reason: With each access this information is stored by us for technical reasons. We also use parts of this information to detect suspicious behavior at an early stage and to avert damage.
- Order information: Order history, selected restaurants, invoices, order ID, comments on orders, information on payment method, delivery address, successful orders and cancelled orders
- Reason: Each time you place an order, this information will be added to your profile. You can view all this information in your profile at any time. The information should give you an overview of your own interests and previous orders. We will also use the same information to improve our services. In addition, we will anonymize this information when you request a deletion or when your profile becomes inactive in order to continue to use this information in an anonymized form to optimize our services.
- Communication data: Name, email address, telephone number, device ID
- Reason: If you would like to receive a newsletter, an SMS or an in-app push notification from us, we need certain information to send you the messages. Instead of addressing you with "Hey You", we find it more customer friendly to address you with your name. This category of personal information is also used by us to contact you, for example, if a product cannot be delivered and we want to offer you an alternative instead.
- Payment information: Payment method, pseudonymized credit card information
- Reason: We need this information to track your payments and assign them to the orders you have placed.
- Delivery information: Name, delivery address, phone number, order ID
- Reason: In accordance with the principle of data minimization, we only provide our riders and restaurants with the information that they need from you to prepare and deliver your order.
For which purposes we process data
We process your personal data only in accordance with the strict legal requirements. We pay particular attention to the fact that all principles for the processing of personal data are taken into account. The Delivery Hero Group pays great attention to transparency. Therefore, we only process your data if this is lawful and you can reasonably expect it to be processed. If, in the course of our evaluation, we come to the conclusion that the processing cannot reasonably be expected, we will only carry out the processing with your express consent.
ACCOUNT CREATION, REGISTRATION, ADMINISTRATION OF YOUR PROFILE
In order to be able to offer you our services, the processing of your personal data is essential. Much of this data you transmit to us and other parts of the data we collect automatically when using our platforms. Nevertheless, we endeavor to keep the amount of data as small as possible. You can help us by only sharing necessary data with us that we need to fulfill our contractual obligations.
Account creation
When creating a customer account, you will be asked to enter your master data. This is absolutely necessary, as we cannot create a customer profile without this data. Your email address and telephone number are particularly important, as we can use this information to identify you in our system the next time you want to log in again. Furthermore, we would like to ask you to choose your password carefully. Do not use the same password on multiple websites. Your password should also be at least 8 characters long, at least one lowercase letter, one uppercase letter, one special character (!?#, %& etc.) and one digit. Please don’t share neither your password nor your email address with anyone else.
Categories of personal data:
Profile data (master data)
Device information and access data
Legal basis:
Performance of contract
Login
If you already have an existing customer account, you will need to enter your email address and password to log in. If we detect irregularities during registration, such as entering the wrong password several times, we will take appropriate measures to prevent damage to you and us.
Categories of personal data:
Profile data (master data)
Legal basis:
Fulfilment of contract for registration;
Legitimate Interest for the security measures
ORDER PROCESSING
Once you have successfully registered and decided to place your order, we will store this information in your profile and process it in further processes so that you can submit your order to us. When you submit your order, your personal data is transferred to our backend where it is transferred to other systems for further processing.
Categories of personal data:
Contact Information
Location data
Device information and access data
Legal basis:
Fulfilment of contract
Buffering
After you have logged in to your profile and made your selection, the products will be saved in your profile. If you accidentally close your browser or app, you can continue to the last point of your order. The last information is stored in a cookie.
Categories of personal data:
Profile data (master data)
Device information and access data
Order information
Legal basis:
Legitimate interest
The legitimate interest is to provide you with a better ordering experience where you can conveniently continue your order with browsers or apps that are accidentally closed.
DELIVERY
Once you have successfully placed your order, a number of processes are running in the background to ensure that your order is delivered quickly.
The following processing activities describe how and why your data is processed for the respective purposes.
Transfer to Delivers and Restaurants
We use different delivers for delivery. These can be permanent employees, freelancers or third parties who provide us with riders on the basis of a data processing agreement when we deliver our orders. In all these cases we send your personal data to the delivers so that they can deliver your order quickly.
Categories of personal data:
Delivery information to Market Place Restaurants (own delivery of restaurant)
Name, address, phone number to own delivers
Legal basis:
Performance of contract
Calls from delivers or restaurants
If a product of your choice is not available for delivery or our delivers cannot reach you at the delivery address you provided, they have received instructions from us to call you so that the problem can be solved easily.
Categories of personal data:
Delivery information
Legal basis:
Contract performance on call by the rider
Legitimate interest when called by the restaurant. The restaurants have no claim whatsoever to your personal data and under no circumstances may they use it for their own purposes. If you should nevertheless be contacted by a restaurant without your prior consent, we ask you to report this to us by e-mail.
SAVED PAYMENT METHODS
In order to make the ordering process even more convenient for you, we offer to save your preferred payment method. This means that you don't have to enter your payment details again the next time you place an order. The storage of this data requires your prior consent. You can save your payment data by clicking on the consent field. You can revoke your consent for the future at any time by deactivating the consent field again or by informing us of this by e-mail.
Categories of personal data:
Payment data
Legal basis:
Consent
User Experience Surveys:
We always develop new products and try to adapt our services to the wishes of our customers. In order to measure the effectiveness of these changes, we regularly offer interviews with our User Experience team. In these interviews we record your usage behavior and ask you for possible optimization possibilities.
Participation in the interviews requires your consent. If you have already given your consent and would like to revoke it for the future, you can do so at any time by sending an email. In this case we will exclude you from participating in our interviews and you will not receive any further invitations for them.
Categories of personal data:
Contact Information
Order information
Legal basis:
Consent
CUSTOMER RELATIONSHIP MANAGEMENT
Your requests
Your satisfaction is our biggest goal. Therefore, we are very keen to be available for all your questions and to answer them. In order to be able to answer these questions and understand the overall problem, we store the conversation content in our Customer Relationship Management System when you contact us.
The content of the information we store depends on the information you provide to us as part of our communications.
Categories of personal data:
Contact information
Order information
Legal basis:
Performance of contract
Call Center
If you contact us by phone, we store the conversation with your consent for quality assurance purposes. In individual cases, we also use the recordings for
Quality improvement in customer service, i.e. for training purposes (coaching) with our employees. The content of the information we store depends on the information you provide to us as part of our communications.
The stored telephone calls are deleted after 90 days at the latest or if the purpose of the storage, i.e. the quality check, is fulfilled earlier.
Categories of personal data:
Contact information
Order information
Legal basis:
Consent
FRAUD PREVENTION AND SECURITY OF OUR PLATFORM
In order to protect our customers and our platform from possible attacks, we continuously monitor the activities on our website for all visitors. To this end, we use various technical measures to ensure that suspicious behavior patterns are detected at an early stage and prevented in good time. To achieve this goal, several monitoring mechanisms run in parallel and prevent potential attackers from accessing our website at all.
The decision-making process is automated and can have a legal effect on the person concerned or affect them in a similar way. If automated decision-making leads to a negative result for you and you do not agree with this, you can contact us. In this case, we will individually assess the circumstances of your case.
Categories of personal data:
Device information and access data
Contact information
Payment information
Order information
Voucher information
Legal basis:
Consent
MERGER & ACQUISITIONS, CHANGE OF OWNERSHIP
We would also like to inform you that in the event of a merger with or acquisition by another company, we will disclose information to that company. Of course, we will require the company to comply with the legal data protection regulations.
Categories of personal data:
Contact Information
Delivery information
Location data
Profile data (master data)
Device information and access data
Order information
Communication data
Payment information
Voucher information
Legal basis:
Legitimate interest
Our legitimate interest is the purpose described above.
VOUCHERS
We often offer vouchers for our platforms. The reasons can vary. The purpose of these vouchers is to reward our loyal customers and to encourage them to continue to lead our loyal customers.
In order to be able to check the number, the value and the frequency of use of the vouchers, but also to avoid misuse of these vouchers, we collect various personal data.
Categories of personal data:
Profile data (master data)
Voucher information
Legal basis:
Legitimate interest
Our legitimate interest is the purpose described above.
Who we work with and where we process your data?
We never give your data to unauthorized third parties. However, as part of our work we obtain the services of selected service providers and give them limited and strictly monitored access to some of our data. However, before we forwarding personal data to these partner companies for processing on our behalf, each individual company undergoes an audit. All data recipients must meet the legal data protection requirements and prove their data protection level with appropriate proofs.
SERVICE PROVIDERS
We use different data processors in our daily processing. These process your personal data in accordance with the applicable local requirements only according to our instructions and have no claims whatsoever on these data. We also monitor our processors and include only those who meet our high standards.
Because we use different data processors and change them from time to time, it is not appropriate to identify specific recipients of personal information. However, if you are interested, we will be happy to disclose the name of the processor(s) in use at that time upon request.
THIRD PARTIES
In addition to data processors, we also work with third parties, to whom we also transmit your personal data, but who are not bound by our instructions. These are, for example, our consultants, lawyers or tax consultants who receive your data from us on the basis of a contract and process your personal data for legal reasons or to protect our own interests.
We do not sell or rent your personal data to third parties under any circumstances. This will never take place without your explicit consent.
PROSECUTING AUTHORITIES AND LEGAL PROCEEDINGS
Unfortunately, it can happen that a few of our customers and service providers do not behave fairly and want to harm us. In these cases, we are not only obliged to hand over personal data due to legal obligations, it is also in our interest to prevent damage and to enforce our claims and to reject unjustified claims.
How long we store your data
We generally delete your data after the purpose has been fulfilled. The exact deletion rules are defined in our regional deletion concepts. Different deletion rules apply depending on the purpose of the processing. Within our deletion concepts we have defined various data classes and assigned rule deletion periods to them. The data collected is marked with a deletion rule. When the retention period is met, the stored data will be deleted accordingly.
We will delete your personal data either if you wish and let us know or if your account is inactive for three years, we will also delete your account. Before this happens, you will receive a separate notification from us to the email address registered in your user account.
In addition to the deletion rules defined by us, there are other legal retention periods which we must also observe. For example, tax data must be kept for a period of between six and ten years or even longer in some cases. These special retention periods vary according to local legal requirements.
Therefore, despite your request for deletion of your data, we may still have to store some of the stored data due to legal regulations. In this case, however, we will restrict data from further processing.
Furthermore, we will continue to store your data if we have a right to do so in accordance with applicable local laws. This applies in particular if we need your personal data for the establishment, exercise or defense of legal claims.
Right of modification
We reserve the right to change this data protection declaration in compliance with the statutory provisions. We will inform you of any significant changes, such as changes of purpose or new purposes of processing.