SUPPORT REQUEST

Legal Information & Privacy Policy

Last updated: [08/03/2026]

1. Website Publisher

In accordance with Article 6 of French Law No. 2004-575 of 21 June 2004 on confidence in the digital economy, users are informed of the identity of the parties involved in the publication and operation of this website.

Website owner and publisher:

SASU Dronavia
Share capital: €30,016
SIREN: 810 254 722
SIRET: 810 254 722 00020
Registered with the Épinal Trade and Companies Register under number 810 254 722
Registered office: 7 avenue Julien Méline, 88200 Remiremont, Grand Est, France
Telephone: +33 (0)3 54 40 00 78
Email: sales@dronavia.com
Website: www.dronavia.com

Publication Director:
Ludovic Pelletey
Email: sales@dronavia.com

Data Protection Contact:
Léo Louviot, GDPR Representative
Email: leo@dronavia.com

2. Website Hosting

The website is hosted by:

OVH SAS
2 rue Kellermann
BP 80157
59053 Roubaix Cedex 1
France
Telephone: 1007
Website: www.ovhcloud.com

3. Intellectual Property

SASU Dronavia owns or holds the rights to all elements available on this website, including texts, images, photographs, graphics, logos, videos, documents, product information, architecture, icons and sounds.

Any reproduction, representation, modification, publication, distribution or adaptation of all or part of the website or its contents is prohibited without the prior written authorization of SASU Dronavia.

Any unauthorized use may constitute an infringement and may be prosecuted in accordance with Articles L.335-2 and following of the French Intellectual Property Code.

4. Limitation of Liability

SASU Dronavia makes every reasonable effort to provide accurate and up-to-date information. However, Dronavia cannot guarantee that all information is complete, accurate or permanently available.

SASU Dronavia shall not be held liable for:

  • errors, omissions or temporary unavailability of the website;
  • direct or indirect damage resulting from access to or use of the website;
  • incompatibility between the website and the user’s equipment;
  • malicious software or unauthorized content introduced by a third party;
  • the use made of information or documents available on the website;
  • the content or availability of external websites.

Users are responsible for protecting their equipment, software and data when accessing the website.

Dronavia reserves the right to remove any content submitted through an interactive area that violates applicable law or the rights of third parties.

5. Personal Data

SASU Dronavia acts as the data controller for personal data processed through dronavia.com.

Personal data may be collected through:

  • contact forms;
  • support and after-sales service forms;
  • customer accounts;
  • WooCommerce;
  • orders and payments;
  • Kronos Docs and related services;
  • cookies and website audience measurement tools.

6. Data Collected

Depending on the services used, Dronavia may collect:

Contact and support data

  • first name and last name;
  • company name;
  • email address;
  • telephone number;
  • country and postal address;
  • content and subject of the request;
  • product model and serial number;
  • documents, photographs, logs and technical files submitted by the user;
  • information required to process a support request.

Customer account data

  • first name and last name;
  • email address;
  • username and authentication information;
  • company name;
  • billing and delivery addresses;
  • telephone number;
  • account and order history.

Order and payment data

  • identity and contact details;
  • billing and delivery information;
  • products ordered;
  • order amount and status;
  • invoice and transaction references;
  • payment status.

Online payments are processed through Stripe. Payment card details are collected and processed directly by Stripe. Dronavia does not store complete payment card details on its servers.

More information is available in the Stripe Privacy Policy.

Kronos Docs data

When using Kronos Docs, Dronavia may process the information necessary to manage the requested service, including:

  • identity and contact information;
  • company information;
  • product model and serial number;
  • photographs and documents submitted by the user;
  • information required to prepare or verify product-related documents.

Additional information may be displayed directly within Kronos Docs when required.

Technical and navigation data

Dronavia may also process:

  • IP address;
  • browser type and version;
  • device and operating system information;
  • date and time of access;
  • pages visited;
  • visit duration;
  • interactions with the website;
  • technical and security logs.

Audience measurement information is collected through Google Analytics only after the user has provided consent.

7. Purposes and Legal Bases

Purpose Legal basis
Responding to contact requests Dronavia’s legitimate interests
Preparing quotations Steps taken before entering into a contract
Managing support and after-sales requests Performance of a contract or legitimate interests
Creating and managing customer accounts Performance of a contract
Processing and delivering orders Performance of a contract
Processing payments through Stripe Performance of a contract
Managing invoices and accounting records Compliance with legal obligations
Managing Kronos Docs requests Performance of a contract or steps taken at the user’s request
Securing the website and preventing fraud Dronavia’s legitimate interests
Measuring website audiences with GA4 User consent
Protecting forms with Google reCAPTCHA Dronavia’s legitimate interest in preventing abuse and spam
Recording cookie preferences Compliance with legal obligations

Mandatory fields are identified within the relevant forms. Failure to provide mandatory information may prevent Dronavia from processing the request or providing the requested service.

8. Data Recipients

Personal data may be accessed by:

  • authorized Dronavia employees;
  • Dronavia sales, support, after-sales and accounting teams;
  • authorized technical administrators;
  • OVH, for website hosting;
  • Stripe, for payment processing;
  • Google, for Google Analytics, Google Tag Manager and reCAPTCHA;
  • website maintenance and technical service providers;
  • carriers and logistics providers responsible for deliveries;
  • accounting, legal or auditing service providers;
  • public authorities when required by law.

Dronavia does not sell or rent personal data.

Service providers acting on behalf of Dronavia are required to provide appropriate confidentiality and security guarantees.

9. Data Retention

Data category Retention period
Contact requests without a resulting contract Up to 3 years after the last meaningful contact
Quotations and pre-contractual exchanges Up to 3 years after the last meaningful contact
Customer accounts Until the user requests deletion, subject to legal retention obligations
Support and after-sales requests Up to 5 years after the request is closed
Support attachments and technical files Up to 5 years after the request is closed
Orders and contractual information Up to 5 years after the end of the contractual relationship
Invoices and accounting records 10 years from the end of the relevant financial year
Payment and transaction references For the period required to process payments and disputes
Kronos Docs information For the period necessary to provide the service and meet traceability requirements
Technical and security logs Up to 12 months
Google Analytics data and cookies Up to 6 months
Cookie preference records Up to 6 preference months before consent is requested again

These periods may be extended when necessary to comply with a legal obligation or to establish, exercise or defend legal claims.

At the end of the applicable retention period, data are deleted or irreversibly anonymized.

10. Cookies and Tracking Technologies

The website uses cookies and similar technologies.

Strictly necessary cookies

These cookies are required for the website to function and may include:

  • security and session cookies;
  • customer authentication cookies;
  • WooCommerce shopping cart cookies;
  • order process cookies;
  • cookies used to record privacy choices.

These cookies do not require consent when they are strictly necessary to provide a service requested by the user.

Google Analytics 4

Subject to the user’s prior consent, Dronavia uses Google Analytics 4 to measure website traffic and understand how visitors use the website.

GA4 may collect information about:

  • pages visited;
  • visit duration;
  • navigation;
  • browser and device;
  • approximate geographical area;
  • interactions with website content.

Google Analytics must remain disabled until the user has consented to audience measurement cookies.

Google Tag Manager

Google Tag Manager is used to manage website tags. It does not replace the cookie consent system.

Any optional service managed through Google Tag Manager must remain disabled until the user has provided the necessary consent.

Google reCAPTCHA

Google reCAPTCHA is used to protect website forms against spam, abuse and automated submissions.

When reCAPTCHA is loaded, Google may process technical information such as the IP address, browser information and interactions with the website.

Its use is subject to the Google Privacy Policy and Google Terms of Service.

Dronavia limits the use of reCAPTCHA to forms requiring protection against automated or malicious submissions.

Managing cookie choices

When first visiting the website, users can:

  • accept optional cookies;
  • refuse optional cookies;
  • customize their choices.

Refusing optional cookies does not prevent access to the essential functions of the website.

Users can modify or withdraw their consent at any time through the Cookie Settings link available in the website footer.

Consent choices are retained for a maximum of six months. After this period, users may be asked to confirm their preferences again.

11. International Data Transfers

Dronavia seeks to process personal data within the European Economic Area.

Certain providers, particularly Google and Stripe, may process personal data outside the European Economic Area. Where such transfers occur, they are governed by the mechanisms and safeguards required under applicable data protection legislation.

12. Data Security

Dronavia implements appropriate technical and organizational measures to protect personal data against unauthorized access, alteration, disclosure, loss or destruction.

These measures include, where appropriate:

  • encrypted HTTPS connections;
  • individual administrator accounts;
  • restricted access based on employee responsibilities;
  • secure authentication;
  • website and plugin updates;
  • backups;
  • security monitoring;
  • confidentiality obligations for service providers.

No website or data transmission system can guarantee absolute security.

13. User Rights

In accordance with Regulation (EU) 2016/679 and the amended French Data Protection Act of 6 January 1978, users may have the following rights:

  • right of access;
  • right to rectification;
  • right to erasure;
  • right to restriction of processing;
  • right to object;
  • right to data portability, where applicable;
  • right to withdraw consent at any time;
  • right to define instructions concerning personal data after death, where applicable.

Users may exercise their rights or request the deletion of their customer account by contacting:

Léo Louviot
GDPR Representative
Email: leo@dronavia.com

Postal address:

SASU Dronavia
7 avenue Julien Méline
88200 Remiremont
France

Dronavia may request additional information when necessary to verify the identity of the requester.

Users may also lodge a complaint with the French Data Protection Authority:

Commission nationale de l’informatique et des libertés, CNIL
www.cnil.fr

14. External Links

The website may contain links to third-party websites.

Dronavia has no control over these websites and cannot be held responsible for their availability, content, security or privacy practices.

Users are encouraged to review the legal information and privacy policies of external websites before using them.

15. Changes to This Policy

Dronavia may update this document to reflect changes to the website, its services, its providers or applicable regulations.

The latest update date is displayed at the beginning of the page. Where required, users will be informed of material changes and their consent will be requested again.

16. Applicable Law

This website and these legal provisions are governed by French law.

Any dispute relating to the use of the website shall be submitted to the competent courts in accordance with applicable legal and procedural rules.