Privacy Policy

Summary

In this privacy policy we inform you in accordance with Articles 13 and 14 of the General Data Protection Regulation (GDPR) about which personal data we process when you visit this website or contact us, for which purposes and on which legal basis.

• No tracking: we do not use any analytics, tracking or marketing services and do not create user profiles.
• No advertising cookies: without your consent we only set one technically necessary session cookie, and only when you open the online cancellation form.
• Third-party services only with consent: we do not embed maps, videos or social media plugins. Our AI chat (Octonomy) only loads once you click “Start Chat”. Fonts and icons are hosted on our own server.
• Hosted in Germany: the website runs on servers of Hetzner Online GmbH in Germany.

Controller

The controller responsible for data processing on this website within the meaning of Art. 4(7) GDPR is:

D. T. NET Service OHG
Parkstraße 8
91413 Neustadt an der Aisch
Germany

Represented by the partners Jens Rudolph and Peter Rudolph
Phone: +49 9161 872990
Email: support@dtnetservice.de

Data protection officer

You can reach our data protection officer at the address above, marked “Datenschutzbeauftragter” (data protection officer), or by email at support@dtnetservice.de.

Legal bases

We only process personal data where a legal basis permits it. In the following sections we state the relevant basis in each case:

• Art. 6(1)(a) GDPR: your consent.
• Art. 6(1)(b) GDPR: performance of a contract with you or pre-contractual steps taken at your request.
• Art. 6(1)(c) GDPR: compliance with a legal obligation, such as statutory retention duties.
• Art. 6(1)(f) GDPR: our legitimate interests, unless your interests override them.
• § 25(1) TDDDG: storing or accessing information on your device with your consent.
• § 25(2) no. 2 TDDDG: storing or accessing information on your device without consent where this is strictly necessary for a service you have explicitly requested.

You do not have to provide any information simply to visit this website. For technical reasons we only process the data described under “Hosting and server log files”. If you use the online cancellation form, we need the information marked as required to handle your request. To conclude and perform a contract, the data required for it is necessary; without it we cannot enter into the contract.

Hosting and server log files

Hosting

This website is hosted by Hetzner Online GmbH, Industriestr. 25, 91710 Gunzenhausen, Germany. The servers are located in Germany. Hetzner processes the data solely on our behalf and according to our instructions; we have concluded a data processing agreement with Hetzner pursuant to Art. 28 GDPR. The legal basis is our legitimate interest in providing the website securely and reliably (Art. 6(1)(f) GDPR).

Server log files

Each time you open a page, your browser automatically transmits information to our server, which is stored in server log files:

• IP address of the requesting device,
• date and time of access,
• page or file requested (URL),
• previously visited page (referrer URL), if transmitted by your browser,
• browser and operating system used (user agent),
• HTTP status code and amount of data transferred.

We need this data to deliver the website, ensure its stability and detect and defend against attacks. The legal basis is Art. 6(1)(f) GDPR; our legitimate interest lies in these purposes. The data is not combined with other data sources or analysed for marketing purposes.

Log files are deleted after 14 days at the latest. If longer storage is required to investigate a specific security incident, we delete the data concerned as soon as it is no longer needed for that purpose.

TLS encryption

For security reasons this website uses TLS encryption (HTTPS). You can recognise an encrypted connection by “https://” in the address bar and the padlock symbol in your browser. Data you send via the cancellation form cannot be read by third parties in transit.

Cookies and local storage

We do not use cookies for analytics, tracking or advertising. Without your consent, at most the first two of the following entries are stored on your device; both are strictly necessary for the functions you use. The third entry is only created if you consent to the AI chat:

The legal basis for storing and reading dtsess and dt-theme is § 25(2) no. 2 TDDDG; for dt-chat-consent it is your consent (§ 25(1) TDDDG). Information the chat provider stores on your device after your consent is described in the section AI chat (Octonomy). We also process the session ID on the basis of Art. 6(1)(f) GDPR; our legitimate interest is protecting the cancellation form against misuse. Data belonging to the session (the security token and, after submitting the cancellation form, the confirmation of receipt so that we can display it to you) is stored on the server only for the duration of the session.

You can delete or block cookies and locally stored data at any time in your browser settings. The cancellation form may then not work.

Fonts and icons

The fonts used (Geist and Geist Mono) and the icons are stored on our own server and loaded from there. No connection is made to servers of Google or any other third party.

Contact by email or phone

You can reach us by email, for example at support@dtnetservice.de, service@dtnetservice.de, vertrieb@dtnetservice.de or stoerung@dtnetservice.de, and by phone. If you contact us, we process your details, such as your name, contact details and your request, solely in order to deal with your request. The legal basis is Art. 6(1)(b) GDPR if your request relates to a contract or its preparation, otherwise Art. 6(1)(f) GDPR (legitimate interest in answering enquiries).

We delete the data once your request has been fully dealt with, unless statutory retention duties apply, for example for business correspondence under commercial and tax law.

Please note that unencrypted emails are not fully protected against access by third parties in transit. Please do not send us confidential information such as bank details by regular email.

Online cancellation

On the page “Cancel Contracts Here” you can cancel contracts online (§ 312k of the German Civil Code, BGB). We process the type of cancellation, the reason if applicable, the requested date, the contract designation, your name, your customer or contract number or the address of the connection, your email address and optionally your phone number, as well as the date and time of receipt.

We need this data to identify your contract, process the cancellation and immediately confirm its receipt to you by email, including date and time. We are legally obliged to send this confirmation (§ 312k(4) BGB). The legal bases are Art. 6(1)(c) GDPR in conjunction with § 312k BGB and Art. 6(1)(b) GDPR for handling the end of the contract. The cancellation becomes part of your contract records and is deleted after the statutory retention and limitation periods have expired. To prevent misuse, the form contains a field that is invisible to people and a time check; no additional personal data is collected for this.

AI chat (Octonomy)

On our website you can ask questions to an AI assistant. For this we use the chat service of Octonomy (octonomy.ai). You are communicating with an AI system, not with a person. The answers are generated automatically; only your contract documents and our terms and conditions are binding.

Two-click solution: the chat is not loaded when you open a page. Only when you click the chat button and then “Start Chat” does your browser load the chat program from Octonomy’s servers (chatwidget.octonomy.ai and dt-net-service.octonomy.ai). We remember your consent on your device in the local storage entry dt-chat-consent so that the chat loads automatically on later visits.

Data processed: IP address, browser and device information, the content of the chat and the times of messages. Please do not enter sensitive data such as passwords, bank details or health data in the chat.

Purpose: answering your questions about our products and services by means of an AI assistant.

Legal basis: your consent by clicking “Start Chat” (Art. 6(1)(a) GDPR and § 25(1) TDDDG). Octonomy processes the data on our behalf under a data processing agreement pursuant to Art. 28 GDPR.

Retention: we delete chat histories as soon as they are no longer needed to answer your questions, unless statutory retention duties apply.

Withdrawal: you can withdraw your consent at any time with effect for the future. The chat will then no longer load automatically. This does not affect the lawfulness of processing carried out before the withdrawal.

Tariff configurator and order system

For availability checks, tariff selection and orders, we link to our tariff configurator at order.dtnet-service.de. This is a separate system that is not part of this website. Your browser only connects to it when you follow the link. You can find out which data is processed there in the privacy information of the order system.

This website does not transmit any data to the order system when you click the link. Your browser only sends the technical information that is usual for any page request.

Customer contracts for internet, phone and TV

If you conclude a contract with us for internet, telephony or television, we process the data required to establish, perform and terminate the contract. This includes in particular:

• customer data such as name, address, date of birth, contact details and connection and contract data,
• payment data such as bank details and the SEPA direct debit mandate,
• traffic data, to the extent required to provide the services, for billing, fault clearance or an itemised bill.

The legal bases are Art. 6(1)(b) and (c) GDPR and the provisions of the German Telecommunications Act (TKG) and the Telecommunications Digital Services Data Protection Act (TDDDG). The content and detailed circumstances of your communications are protected by telecommunications secrecy under § 3 TDDDG. We process traffic data only to the extent permitted by law and delete it as soon as it is no longer required for these purposes.

Credit check: before concluding a contract, we may obtain credit information from a credit agency to protect against payment defaults, for example from SCHUFA. The legal basis is Art. 6(1)(b) and (f) GDPR. We inform you about the credit check during the ordering process.

SEPA direct debit: we use your bank details to collect the agreed charges and transmit them to our bank for this purpose (Art. 6(1)(b) GDPR).

You will receive further information on data processing in the customer relationship with your contract documents.

Recipients and third countries

We only pass on your data if this is necessary for the purposes described or if we are legally obliged to do so. Recipients may include:

• our hosting provider Hetzner Online GmbH as processor,
• IT and email service providers that support us as processors,
• after your consent to the AI chat: Octonomy as processor,
• for customer contracts: technical service providers for installation, maintenance and fault clearance, banks for payment processing and, where applicable, credit agencies,
• tax advisers and auditors within the scope of statutory duties,
• authorities and courts, where we are legally obliged to provide information.

We do not sell data and do not pass it on to third parties for advertising purposes. We do not ourselves transfer any data to countries outside the European Union or the European Economic Area. Should the chat provider use sub-processors in such countries as part of the AI chat, this only takes place on the basis of appropriate safeguards under Art. 44 et seq. GDPR, such as an adequacy decision of the European Commission or EU standard contractual clauses.

Retention

We only store personal data for as long as it is required for the respective purpose. Specific periods are given in the individual sections. Where statutory retention duties apply, we restrict processing until the period expires and then delete the data. Documents relevant under commercial and tax law are kept for the period required by law, usually six to ten years (§ 257 HGB, § 147 AO).

Your rights

You have the following rights regarding your personal data:

• access to the data we process (Art. 15 GDPR),
• rectification of inaccurate or completion of incomplete data (Art. 16 GDPR),
• erasure of your data (Art. 17 GDPR),
• restriction of processing (Art. 18 GDPR),
• data portability (Art. 20 GDPR),
• objection to processing (Art. 21 GDPR, see below),
• withdrawal of consent with effect for the future (Art. 7(3) GDPR). This does not affect the lawfulness of processing carried out before the withdrawal.

To exercise your rights, an informal message to the contact details above is sufficient, for example by email to support@dtnetservice.de.

No automated decision-making, including profiling, within the meaning of Art. 22 GDPR takes place on this website.

Right to lodge a complaint

If you believe that the processing of your data infringes data protection law, you have the right to lodge a complaint with a data protection supervisory authority (Art. 77 GDPR). In particular, you can contact the supervisory authority where you live or the authority responsible for us:

Bayerisches Landesamt für Datenschutzaufsicht (BayLDA)
Promenade 18
91522 Ansbach, Germany
www.lda.bayern.de

Updates and changes

We update this privacy policy when the website, our data processing or the legal situation changes. The version published here applies. Last updated: October 2026.