Privacy Policy

ANNA Cuidado Tecnico del Hogar, s.l.

1. Who is the data controller?

The data controller is ANNA Cuidado Tecnico del Hogar, s.l., with Tax ID (NIF) B88712500 and registered address at Avenida de Valdemarín 93D, 2A, 28023 Madrid. Contact email: hola@annacasa.es

2. What do we use your data for?

At ANNA Cuidado Técnico del Hogar, S.L. we process the information you provide us (telephone number, address, service location, and images) for the following purposes:

• To manage and provide the technical service requested.
• To coordinate appointments and carry out technical follow-up of the fault or breakdown (by phone call or WhatsApp).
• Triage and Prior Technical Diagnosis (Images and Multimedia): We process photographs or videos of appliances, technical labels or faults that you voluntarily send us via WhatsApp, email or forms. Their use is strictly limited to prior technical assessment, correctly identifying the appliance model, optimising the technician's visit, and preparing the necessary spare parts.
• To issue the corresponding invoice.
• Technical History and Tracking (REBT and RITE): The data obtained, together with the technical reports and certifications arising from the service, will be processed exclusively for the management, history and tracking of your service. This includes the long-term storage of combustion measurements, tightness/leak tests, electrical certificates (boletines eléctricos), single-line diagrams, and digitised signatures issued by our official instrumentation, ensuring the traceability and safety of your installation in accordance with the RITE regulations in force and the Low Voltage Electrotechnical Regulation (REBT).
• Recording and logging of calls in order to ensure quality control and legal certainty.

3. Why are we allowed to do this? (Legal basis)

The main legal basis is the performance of the contract or the provision of the technical service that you request from us when you call or contact us.

In the case of sending images and multimedia files, the legal basis rests both on the technical necessity to correctly carry out that service and on your unambiguous consent, given through a clear affirmative action when you voluntarily send us such files after having been informed. We will not use your data for advertising unless you give us your express permission.

4. Who processes your data with us?

Your data is used only for your service: we neither sell it nor share it for other purposes. The technician doing your service and their franchise see what they need to do it, and we share data when the law requires it. Images shared with technicians are used exclusively to prepare that specific service.

These providers also process it on our behalf and under our instructions (data processors, under contract): Retell AI (USA, voice agent), Anthropic (USA, the artificial intelligence that understands your request and drafts quotes, messages and reports), Zadarma and Twilio (EU and USA, telephony), Meta (EU and USA, WhatsApp and Instagram), Google (EU and USA, email, documents, spreadsheets and the encryption key, in Madrid), Netlify (USA, website), Render (Frankfurt, EU, case coordination), Stripe (EU and USA, payments), Finseed (EU, invoices) and Testo (Germany, the technician's measuring instruments and their cloud, where your installation's measurements are stored). Transfers outside the European Economic Area rely on GDPR safeguards: the EU-US Data Privacy Framework where the provider is certified, or the European Commission's standard contractual clauses.

If you write to us on Telegram, your messages also go through Telegram, which processes them under its own privacy policy.

If you accept analytics cookies, your browsing on this website (pages visited, time spent, area of interest) is shared in aggregated, anonymised form with Google, as the provider of Google Analytics, under its own privacy policy. You can review and change your decision at any time from our Cookies Policy.

5. Artificial intelligence

Artificial-intelligence agents assist you by phone, WhatsApp and chat, and we tell you so from the start. AI helps us understand what you need, prepare the quote, arrange the visit and draft the report. Decisions that affect you (accepting a quote, booking a job) are made by you or by a person at ANNA (GDPR, art. 22). You can ask to speak to a person at any time.

6. How long do we keep your data?

We will retain it for as long as necessary to guarantee the repair and to comply with statutory warranty periods and tax obligations.

Photographs and multimedia files of appliances will be retained only for as long as the service file remains open, plus any subsequent statutory warranty period, after which they will be securely deleted or anonymised and archived.

7. Your rights

You have the right to access your personal data, rectify any inaccuracies, request its erasure (the right to be forgotten), object to its processing, restrict its use, or request its portability. To exercise these rights, you can send an email to hola@annacasa.es, attaching a copy of your national ID (DNI) and stating the telephone number associated with your account. We also inform you that you have the right to lodge a complaint with the AEPD, the Spanish Data Protection Agency (aepd.es), if you believe your rights have been infringed.