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Privacy & cookies

Privacy Policy

1. Introduction

We understand that your privacy matters to you and we therefore make every effort to ensure it is respected. We would like to reassure you straightaway. Your personal data will only be used by Train World , Place Princesse Elisabeth 5, B-1030 Schaerbeek, a service of SNCB SA under public law, having its registered office at Rue de France 56, 1060 Brussels (Register of Legal Persons Brussels 0203.430.576).

We will never share your personal data with third parties, who may wish to use it to recommend their own products or services. Below we describe in detail how we might use your data.

If you decide to provide us with your personal data (e.g. by purchasing a ticket on our website), you confirm that you have read these privacy terms and conditions.

 

2. Which data do we process, for what reasons, and how long do we keep them?

Which data we process, for what reasons we process your personal data, and how long we keep them depends on the reason for which we process the data. Below you will find a description of the various processes by clicking on the corresponding text.

2.1. When you visit the website

We record your IP address to be able to identify you.
The website from which you are directed to our website, the date and duration of your visit, your browser, your operating system, your browsing behaviour, in particular the pages you visit, are also data collected for statistical purposes and to analyse and optimise the functioning and use of the website.
Please refer to the "Cookie Policy" for more information about the use of cookies on this site.

2.2. When purchasing an entry ticket or products marketed on the website or for an after-sales service

We register your full name, address and e-mail address in order to identify you and provide you with an entry ticket or products marketed on the website, to confirm your order, and, where appropriate, provide you with additional information about these products, in order to follow up on the corresponding products or services and be able to provide after-sales service.

This collected information is also intended to prevent possible fraud during the purchase of tickets or products marketed on the website, and during any payment transaction, and to verify the accuracy of the data you have provided.
When we no longer need your data for other processing specified in this privacy policy, we will retain the information we collected during the online purchase for a period of six months from the date of purchase.

2.3. When you contact the Train World team, e.g. to share a testimonial, etc.

We collect your full name, e-mail address and possibly the date of your visit, together with all other data that you communicate to us in the context of your query, so that we can address you, handle your question, message or request and, where appropriate, be able to answer it.

If we do not need your personal data for processing that requires a longer retention period, we will keep the above personal data for up to two years after the complete handling of your request, question or complaint.

2.4. When you take part in a competition

We collect and process your full name and, if applicable, your date of birth, so that you can participate in a competition. Your address and e-mail address are processed by us, so that we can contact you if you have won a prize.

If we do not need your personal data for processing that requires a longer retention period, we will keep the above personal data for up to one (1) month after the end of the competition.

2.5. When you respond to a questionnaire or satisfaction survey at the request of Train World.

We process your full name, address and e-mail address in order to identify you and to send you our questionnaire or satisfaction survey, thereby allowing you to participate in it. This data is also processed when you respond, so that we can analyse your responses with a view to improving our products and services.

If we do not need your personal data for processing that requires a longer retention period, we will keep the above personal data for up to one (1) year after the end of the survey.

2.6 When you visit our museum

During your visit, you will be recorded by our video cameras, to ensure your own safety and that of the other people in the museum. These camera images are also intended to prevent criminal acts and safeguard the property of Train World and the SNCB.
If we do not need your personal data for processing that requires a longer retention period, we will keep the above personal data for up to one (1) month after the video recording.

2.7 When you have consented to receive commercial offers relating to the products of Train World and surveys about Train World's offering.

When you have indicated that you wish to receive commercial offers and surveys about our offering, we will process your contact details (including your full name, address, telephone number, title and any interests you have communicated to us) so that we can send you our newsletter and surveys, and propose our products and services and/or other information regarding the activities and events organised by Train World.

We also use your information to adapt the content of our advertising campaigns and our website to your preferences and personal characteristics in the future. To this end, we apply our profiling: based on the information we have concerning you, we classify you in one of the marketing segments we use. This profiling has no further legal consequences or impact on you: only the advertising that you see or receive is adapted to the segment to which you belong.

If we do not need your personal data for processing that requires a longer retention period, we will retain the above-mentioned personal data until you inform us that we can no longer use your data for direct marketing purposes.

 

3. On what legal basis will your data be processed?

In most cases, we process your data in order to execute the existing contract between Train World and you. This is the case, for example, when you reserve or purchase a ticket, or when you wish to contact the after-sales service.
In certain cases, we are also required by law to process your personal data. For example, we have an obligation to ensure safety within the museum. As such, we can also film you using cameras installed in these places, and we can verify your identity, and detect and follow up criminal acts.

A number of processing operations also fall within the legitimate economic interest of Train World, such as fraud prevention, carrying out market studies, improving our services and developing new products. In doing so, we always check that your interest in protecting your privacy and your personal data rights do not outweigh Train World's interest. If your rights take precedence, Train World cannot process your personal data, or we need to adapt the processing so that it is in line with your interests.

Finally, a number of processing operations require your consent. This applies, for example, to electronic direct marketing and the processing of specific categories of personal data, such as medical data. In most cases, this consent is accompanied by a conscious action on your part (e.g. providing us with your personal data). In specific cases, such as the processing of medical data, we ask for your explicit consent.
You can withdraw your consent at any time. However, the processing operations carried out up to that date remain valid and justified.

 

4. How long do we keep your data?

If the law imposes a minimum retention period, we are obliged to keep your data for that period. After this minimum retention period, and if the law does not provide for a retention period, we have defined retention periods that take account of your interests and those of Train World, ensuring that Train World's interests do not outweigh yours, the speed with which the data becomes obsolete and the reason why your data are processed.

If we process your data for various reasons, the longest retention period will apply. For the relevant Train World services, the possibility of using your personal data is determined in accordance with the applicable retention period for that service. More information on the exact retention period of your data can be found above, in the explanation of the specific processing.

After this period, we remove your data from our databases or make them anonymous so that they can no longer be linked to you.


5. To whom are your data sent?

To achieve the purpose of the processing, Train World solicits the services of third parties, in particular processors to whom these data are disclosed, e.g. SNCB NV under public law and its IT subsidiary Ypto NV. The latter companies can only use the data to perform the tasks entrusted to them by Train World.

Our processors are natural or legal persons established in a country that offers a level of protection for personal data that is at least equal to what you enjoy in Belgium. For any deviation from this rule, you will receive a message and a request for consent.
In accordance with legal provisions, we may be obliged to transmit your personal data to the authorities, such as, for example, the competent authorities in the context of imminent or ongoing legal proceedings.

These third parties shall act as 'data controller' when carrying out such processing or other processing of personal data. For more information about these processing operations, Train World refers to the privacy policies of those third parties.


6. Transfer of your data outside the EU

By using the website or by communicating your personal data to Train World, you acknowledge and expressly accept that, in the context of the above-mentioned processing of personal data, data may be transferred to countries outside the European Economic Area. However, we ensure that these third parties provide an equivalent level of protection for personal data.


7. What rights do you have?

  • 1. You can object to the processing of your data for direct marketing purposes, at any time and free of charge. This applies to both the regular processing and the profiling used for direct marketing. You have the right to object to the processing of your data for direct marketing purposes, at any time and free of charge, by clicking on the "Unsubscribe" button found on all direct marketing documents.
  • 2. We may provide you with an overview of the personal data that we process. You have the right to consult your personal data that we process. This overview can help you determine whether you also want to exercise other rights (e.g. your right to modify data).
  • 3. You can ask us to amend or supplement your personal data. If you find that your personal data in our possession are incorrect or incomplete, you can ask us to amend or supplement them. The latter option is useful if there are consequences attached to the personal data, for example to determine whether you are eligible for a discount.
  • 4. You can ask us to delete certain personal data. Based on the applicable privacy regulations, you have the right to ask us to delete your data. This is only possible if the data are no longer needed for a specific purpose. For example, we cannot delete your personal data as long as you wish to use your subscription, or if we have not yet received your payment of any amounts due (e.g. following a claim).
  • 5. Based on the applicable privacy regulations, you have the right to request the transferability of your data. You can therefore ask to receive all the personal data that you have provided us with, in a transferable and readable electronic format.
  • 6. You may withdraw your consent to the processing of your data. If the processing is based on your consent, you can withdraw this consent at any time. For example, the processing of medical certificates to determine whether you are eligible for certain discounts/facilities. Following such a request, we may no longer be able to provide you with certain information as a result of the withdrawal you have requested. For example, you may no longer be able to benefit from a discount/facility based on the processing of personal data if you have previously requested the erasure of your data.
  • 7. You may request that the processing of your data be limited to specific purposes. However, we will not always be able to comply with your request if, for example, we are legally obliged to process your personal data or if we have to follow up a claim.
  • To exercise your rights, you can send a letter to the Data Controller of Train World, Customer Service, Place Princesse Elisabeth 5, 1030 Schaerbeek, or send an e-mail to privacy@trainworld.be, enclosing proof of identity.


8. Security

Train World is committed to taking all suitable technical and organisational measures to protect your personal data against deletion, loss, unintentional amendment, damage or disclosure.

In addition, we have appointed a Data Protection Officer who advises us on the privacy rules and ascertains whether Train World complies with them. In addition, we ensure that personal data are only accessible to those persons who actually need to process them in order to carry out their professional duties at Train World.

For all existing important procedures and all new processing procedures, we carry out a Data Protection Impact Assessment in which, with the help of our Data Protection Officer, we assess whether we comply with the privacy rules and whether your personal data is always sufficiently protected. When these assessments reveal areas for improvement, we undertake to follow them up closely and find a solution before any processing of your data.

We undertake to take all suitable technical and organisational measures to protect your personal data against deletion, loss, unintentional amendment, damage or disclosure. To ensure this security, we carry out periodic back-ups, among other things.


9. Contact details

Train World, Place Princesse Elisabeth 5, 1030 Schaerbeek, a service of SNCB SA under public law, is responsible for the processing of your personal data and ensures its confidentiality and security.

You can contact Train World at the following address: Train World, Customer Service, Place Princesse Elisabeth 5, 1030 Schaerbeek.

You can contact the Data Protection Office service, and therefore the Data Protection Officer of Train World, via the Data Protection Office Train World, Place Princesse Elisabeth 5, 1030 Schaerbeek or via dataprotectionoffice@trainworld.be.

If you are not satisfied with the way in which Train World processes your personal data and with the way our Customer Service Department and the Data Protection Officer handle your complaint, you can submit a complaint to the Data Protection Authority at https://www.dataprotectionauthority.be/submit-request-or-complaint.

Train World reserves the right to modify this Privacy Policy at any time.

Cookie Policy

The website uses what are known as "cookies", small data files that are temporarily or permanently stored on your computer or device by a website's server via your browser. They simplify, personalise and supplement your use of the website. Cookies are stored on your hard disk and do not cause any damage. Thanks to cookies, you do not have to re-enter your details each time, and it is easier to send content which is specifically intended for you. In addition, cookies help us identify problems and popular areas of our site, in order to improve it and adapt it to your needs.

You can disable the storage of cookies, or delete stored cookies, in your browser. However, this may lead to impaired or slower functioning of the website, or prevent certain parts of it from being used.

For more information about cookies and how to delete them in the browser you use, we refer you to the following website: www.allaboutcookies.org/

We use the following cookies:

1) Strictly necessary cookies

These are cookies which make it possible to visit the website, use the website's functions (such as your shopping basket when ordering) and obtain access to the secure and saved sections. If the use of these cookies is deactivated, it may not be possible to use certain parts of the website as intended. These cookies are therefore necessary for the correct functioning of the website.

2) Functionality cookies

These are cookies that allow us to remember your choices and preferences (such as language selection, etc.) in order to enhance the ease of use of the website and show you more relevant and personalised information.

3) Performance cookies

These are cookies which are designed to collect data concerning the way in which you use the website, such as information about the pages viewed or the number of error messages displayed, in order to analyse and optimise your use of the website.
Performance cookies are also known as analytic cookies.

It is possible that the information derived from your use of these cookies is collected by a third party. These third parties act as processors for Train World, to provide it with information to improve its website and services. Below you will find information about these third parties and how they collect information using Google Analytics cookies.

Google Analytics

The website uses Google Analytics. This service for the target group analysis of websites, operated by Google Inc. ("Google") uses analytical cookies. The information generated by the use of cookies regarding a visitor's use of the website is transmitted to and stored by Google together with the IP address.
Google can use this information for the following reasons:

  1. Supply reports about web advertising activities to advertisers and the websites that host the ads, and ensure that website publishers are paid
  2. Provide insight to the owners of websites and applications that use Google Analytics into how visitors use their sites or applications
  3. Identify and prevent fraud and other security threats to protect users and partners
  4. Comply with its legal obligations
  5. Improve its products

For all these activities, except for point 2, Google acts as the data controller. The processing of the data collected about your use of the website is therefore its responsibility.
The information contained in that cookie is stored for a period of 34 months.

How can you manage the information sent to Google?

Below are the ways in which you can manage the information shared by your web browser when you visit the website:

  • • If you do not want Google Analytics to be used in your browser, you can install the browser extension for Google Analytics. More information about Google Analytics and privacy.
  • • When you log in to your Google Account, you can, depending on the settings of your account, consult and modify certain data collected by Google about the sites and applications visited.
  • • In Chrome's 'incognito' mode, you can browse the internet without saving web pages and files in your navigation history. The cookies are deleted after all windows and tabs are closed in incognito mode. Your bookmarks and settings are saved until you delete them.
  • • Using Advertising preferences, you can specify which Google ads appear. You can find out how to select the ads that concern you, deactivate the personalisation of ads and block specific advertisers. More information about ads.

Today we're open from 10:00 until 17:00 (last admission at 15:30). Exceptionally closed on 30/11/19 and on 17/03/20.

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