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Privacy Notice of EZVIZ Customer Services

Last updated: 【2022/8/30】

EZVIZ (or “we”) provides professional support to its customers via EZVIZ Customer Services and when doing so, collects and processes personal information on its customers. This EZVIZ Customer

Services is operated by Hangzhou EZVIZ Network Co., Ltd., a member of EZVIZ groups who is located in Room 301, Unit B, Building 2, 399 Danfeng Road, Binjiang District, Hangzhou China, and who acts as controller for the processing of personal information covered in this Privacy Notice. EZVIZ Europe B.V., located at Dirk Storklaan 3, 2132 PX Hoofddorp, Netherlands acts as EU representative for personal information processing activities covered in this Privacy Notice.


We may modify this Privacy Notice from time to time. You can determine when this Privacy Notice was last revised by referring to the date it was “Last Updated” above.


By using EZVIZ Customer Services or other acting permitted by the applicable laws, you are deemed to have read, acknowledged and accepted all the provisions stated here in this Privacy Notice, including any changes we may make from time to time. This acceptance does not equate to consent for the processing of your personal data to the extent you are located in the European Economic Area (“EEA”) and the UK. As required, we will specifically seek your prior explicit consent for certain processing of personal information (e.g., providing marketing materials to you). If you do not provide certain information when requested, EZVIZ may not be able to provide customer service.


What information we collect

How we use your information

How we share your information

Securing your personal data

Retaining and Transferring your personal information

Your rights

California Consumer Privacy Act Notice

Contact us


What information we collect

When you contact us via EZVIZ Customer Services, we will collect your IP address. This information alone may not directly identify you, but with other information we have access to may identify you. We may also collect your third party account name if you log into such third party services to use EZVIZ Customer Services, e.g. if you contact us in Twitter.


When you request for problem solution on your use of EZVIZ Products or EZVIZ Apps, we may ask you to provide your EZVIZ Products model and serial number, and your user name, email address, phone number and/or other Account profile information of your EZVIZ Account, in order to verify your identity and confirm your EZVIZ products. We may also ask you to provide the installation scenario, router type/model, device type/mobile model, place of purchase, in order to investigate and solve your problem.


How we use your information

We use your information that we collect to recognize if you have contacted us via EZVIZ Customer Services before so that we may be able to locate and solve your problem more quickly.

We will use your information you provide to us to respond to your queries, and/or investigate and solve your problem.

We may use your information both we collect and you provide to make statistical analysis so that we may better understand your use of our EZVIZ Customer Services and improve your user experience on our products and services.

We process your personal information as a controller: (1) to provide EZVIZ customer services; (2) in furtherance of our legitimate interests in operating EZVIZ services and business; and (3) with your consent. In some cases, we may process your information to comply with applicable law, legal process, or regulation; protect any person from death or serious bodily injury; or to carry out a task in the public interest.


Please note that you have a right to object to the processing of your personal information where that processing is carried out for EZVIZ’s legitimate interests. However, we may not be able to fulfil this request in all instances. Please contact us using the contact details below if you have questions with respect to the balancing exercise we have performed prior to relying on legitimate interests as a legal basis.


How we share your information

(a) We will share your information with our affiliates in order to provide customer services to you. We will only permit our employee on need-to-know basis to access to your personal information.

(b) We may disclose your personal information to our service providers, vendors, technicians and other third-parties that help us provide EZVIZ Customer Services to you.

We may disclose your personal information to our service providers, vendors, technicians and other third-parties that help us provide EZVIZ Customer Service to you.

If you contact us after you log into third party account, e.g. Twitter, such third party may be able to access all your contact records with us. Please refer to the privacy policy of such third party about their processing of your personal information.


Securing your personal data

We have implemented commercially reasonable administrative, technical, and physical security controls that are designed to safeguard personal information. We also conduct periodic reviews and assessments of the effectiveness of our security controls. Notwithstanding the above, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee that your personal information is under absolute security with the existing security technology. If you have any questions about the security of our EZVIZ Customer Services, Please contact us.


Retaining and Transferring your personal information

Your personal information will be stored on EZVIZ’s servers located in china, Ireland and other jurisdictions per the requirement of applicable data protection laws and regulations, as well as the strategies on the company level, which is established upon third party servers. However, as EZVIZ operates globally, our employees around the world, for example, in China, UK, and US, may have access to your personal information on a need-to-know basis to provide customer services to you, in which case cross border transfers of your personal information may occur. We only transfer your personal information in accordance with the applicable data protection laws by putting in place appropriate safeguards where required or appropriate. You can request further details of the safeguards taken by EZVIZ for this transfer of your personal information by using the contact details below. If you are located in the EEA/UK, then whenever EZVIZ transfers your personal information outside the EEA/UK, EZVIZ will where required put in place contractual protections to secure your personal information. Where transfers are made to our affiliate, Hangzhou EZVIZ Software Co. Ltd ("HES"), the categories of personal information processed are as set out in this Privacy Notice. HES may also transfer personal information to third party recipients who may be located outside the EEA/UK for the purposes set out in this Privacy Notice. HES will only make such onward transfers to recipients ensuring appropriate safeguards and which may include putting in place contractual protections.


Generally, the personal information you provide will be kept for a year and deleted annually, while the personal information we collect will be kept for three months and deleted quarterly.


Your rights

If you are located in the European Economic Area (EEA), UK or Brazil, subject to limitations in applicable data protection laws, you have certain rights in respect to your personal information, such as a right of access, rectification, erasure, restriction, objection, portability and the right not to be subject to decisions based solely on automated processing, including profiling. In order to exercise your rights, please contact us. You also have the right to withdraw your consent at all times, free of charge. The withdrawal of your consent shall not affect the lawfulness of processing based on consent before its withdrawal. If you have concerns about how we handle your personal information, you have the right to lodge a complaint with a data protection authority.


California Consumer Privacy Act Notice

California residents have additional privacy rights under the California Consumer Privacy Act, which are described in the California Consumer Privacy Act Notice.


Contact us

If you have any questions about this Privacy Notice or any concerns about our processing of your personal information, please contact us by the information on Contact Us page.

You may also contact our Data Protection Officer at privacy@ezvizlife.com.



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