Your data

This is a translation. The Danish version applies.

You can get a copy of the data we hold about you, and you can have it deleted. This page says how to ask, and what happens next. The rules are in section 12 of our privacy policy. Where we write “book”, we also mean a calendar.

In short

• Tap Få en kopi af mine data (Get a copy of my data) or Slet mine data hos FamilyPrint (Delete my data at FamilyPrint) under Konto → Privatliv in the app. Or write to hello@familyprint.app from the email you ordered with.
• We answer within 1 month. It is free.
• You get a copy as a link to a file. The link works for at most 7 days.
• When we delete, we keep only what the law requires, for example the bookkeeping data for 5 years.
• What the app has saved on your phone, you delete yourself with Slet alt på denne telefon (Delete everything on this phone).

How to ask

In the app. Open Konto → Privatliv and tap Få en kopi af mine data or Slet mine data hos FamilyPrint. Before the email about erasure opens, the app tells you what we must keep. The app then opens a ready-made email to hello@familyprint.app. The email contains the order numbers of the orders on your phone, and nothing else. Send it from the email you ordered with. If there are no orders on the phone, write your order numbers yourself, if you have them.

Without the app. Write to hello@familyprint.app from the email you ordered with. Put for example “Kopi af mine data” (Copy of my data) or “Slet mine data” (Delete my data) in the subject and your order numbers in the email. Your order number is in the app under Konto → Bestillinger and in your order confirmation.

Who we answer

• We only send answers and copies to the email on the order.
• If you want a copy with photos, we also ask you for something that isn’t in the order confirmation, namely the last four digits of the card you paid with. We do this because the email on an order may have been mistyped, and photos are the last thing we may send to the wrong person.
• We find your orders from the email you write from. If you ordered with more than one email, write from each of them. We don’t include an order with another email, even if you know its order number.
• If you no longer have access to that email, or you didn’t order yourself, for example because you are in a photo or received a book as a gift, write anyway. We will find another secure way.
• If you are in a photo, we can only find it from an order, not from your face. So write what you know, for example who ordered, the order number or roughly when. Read more in section 4 of the privacy policy.
• If your child is under 15, you can ask on the child’s behalf as a parent with custody.

When you get an answer. We answer within 1 month. If the case is complex, the deadline may be extended by up to 2 months. You will then be told within the first month. It is free.

Get a copy of your data

You get a link to a file with your data and the photos and print files we still have. The link works for at most 7 days. Only the person with the link can download the file. We share the file from our Microsoft 365 and delete it when the link has expired.

What the file contains

• Your orders: your email, name, address and phone number, what you ordered, the prices and the order’s status, for as long as we have them.
• The photos and print files we haven’t deleted yet. We delete the photos 30 days after your order is closed, and the print file 90 days after the order is closed.
• A case about a fault with the order, if there is one, and the pictures of the fault that we still have.

You get the data in a common machine-readable format, so you can also take it to someone else. You get the photos and print files as we stored them. If you also want a copy of emails between you and us, say so.

What the file doesn’t contain

• What we have already deleted under the time limits in section 11 of the privacy policy. We no longer have it.
• Your drafts, the basket, your saved addresses and the overview of your orders. They are only on your phone.
• Your card details. We have never seen them. Only Stripe has them.

Delete your data

We delete your data in the orders that have the email you write from. If you ordered with another email, write from that one too. We keep only what the law requires, or what we need for a case that isn’t closed.

What we delete

• If the order is closed, we immediately delete your photos and print files and overwrite name, address, phone number, texts, the calendar’s special days, tracking details and email.
• An order you never paid for, we delete completely.
• We ask Gelato to delete your order and print file. Gelato deletes them [GELATOS FRIST VED SLETNING].

What we can only delete later

• If the book is on its way, we can only delete once it has been delivered. Within the first 60 minutes after you paid, you can cancel the order in the app.
• If you have a complaint we haven’t finished, we keep what the case needs until it is closed.

We write to you when we have deleted. If we can’t delete it all yet, we write why, and when we can.

What we keep

• The bookkeeping data, for example order number, dates, products, prices, discount, VAT and the payment’s id. We must keep it for 5 years from the end of the financial year the purchase belongs to (bogføringsloven, the Danish Bookkeeping Act).
• Emails to and from us, including your erasure request, for [2 ÅR] after the case is closed, so we can document what we agreed and did.
• A note that you asked for erasure: the date, what we did, the order numbers and a code calculated from your email. Not the email itself and not the content. The note is deleted after 3 years.
• Stripe keeps payment information under its own legal requirements. Postmark, which sends our emails, deletes its copies of them 45 days after they were sent.

Copies and logs. In our own systems, what you asked us to delete is gone from the backups within 28 days, from deleted files within 14 days and from server logs within 30 days. Storage logs and virus scan results, which may contain your IP address, are gone within 90 days.

Afterwards

• Once we have deleted your email, we can no longer find the order from it, and the app can no longer fetch the order’s status. The overview on your phone is still there.
• Keep your order confirmation if you may want to complain later. Your right to complain doesn’t get shorter because we have deleted your photos. If you want a new book, we ask you to send the photos again. If you don’t have them, you get your money back, or we find another solution together. Read more under returns and complaints.

What is on your phone

The app saves your drafts, the basket, your addresses and the overview of your orders on your phone. We don’t have them, so we can neither send them to you nor delete them for you.

• Under Konto → Privatliv → Slet alt på denne telefon you delete all of it, except the app’s security key and your choice about error reports. The app asks twice before it deletes. Section 6 of the privacy policy says what is on the phone.
• It doesn’t affect your orders with us. If you also want them deleted with us, tap Slet mine data hos FamilyPrint first. Once the overview of your orders is deleted, the app can no longer put your order numbers in the email.
• If you delete the app, it is also gone from the phone.

Your other rights

You can also have incorrect data corrected, ask us for a period to only store your data and not use it, and object to what we do on the basis of a legitimate interest. Write to hello@familyprint.app. You turn off error reports yourself under Konto → Privatliv. Read about all your rights in section 12 of the privacy policy.

If you want to complain

If you are unhappy with how we handle your data, you can complain to the Danish Data Protection Agency (Datatilsynet), datatilsynet.dk. See how to complain. Feel free to write to us first, and we will try to solve it.