Privacy policy
How Walldorf uses the personal data of the people who visit walldorfsolutions.com, buy from it, or work with us as partners, and what you can ask of us. This version: 20 October 2026.
Who we are
Walldorf Integration Solutions Ltd. runs this website, the shop, our support and our emails, and decides how your personal data is used. In data protection law we are the "controller".
- Address: Office 3604, Level 36, Aspin Commercial Tower, Sheikh Zayed Road, Dubai 49095, United Arab Emirates
- Email for anything in this policy: [email protected]
- Questions about an order or a licence: our support portal or [email protected]
Orders placed in our shop are invoiced by our distributor, CitiXsys Singapore Pte. Ltd. (Singapore, UEN 201218047G). It receives the order details it needs to issue the invoice, take the payment and keep its accounts, and it is responsible for those records.
What this policy covers
This policy covers walldorfsolutions.com, its shop and My Account, the partner directory (Find a partner), our support portal, and the emails we send. It does not cover the Walldorf software once it runs in your own systems (the licence agreement covers that), nor the websites of SAP or of our partners.
What we keep, why, and for how long
| What | Why | Legal ground | How long |
|---|---|---|---|
| Your account: name, email, company, phone, your role in the company, and a scrambled form of your password | to run your login, your company's shared view and partner approval | our contract with you | while the account is open, then 2 years |
| Orders, subscriptions, quotes and invoices: billing name and address, VAT number, what was bought, the number of users, the end-customer company a partner buys for, and the payment status | to sell and renew licences and to keep the accounts | our contract; the tax and accounting rules | 5 years after the end of the year of the invoice |
| Payments: card payments go to Stripe, which holds the card; we see only its type, last four digits and expiry month. For a bank transfer, your bank sends us the payer's name and reference | to take and match payments | our contract | as for invoices |
| Licence keys and user counts: our licence server receives the order and subscription details and issues one key per subscription | to deliver and check the licence | our contract | while the subscription runs, then 5 years |
| Support tickets: what you write to us, your name, email and company, and what we answer | to answer you and improve the software | our contract; our interest in good support | 3 years after the ticket is closed |
| Messages and enquiries: the Contact form and Find a partner enquiries (name, email, company, your message) | to answer you, and to pass a partner enquiry to the partner you chose | your request | 2 years |
| Emails we send: a copy of each email the shop sends (to whom, when, the subject and the text) | to show what was sent if there is a question | our interest in a reliable record | 12 months |
| Marketing consent: whether you ticked "Send me Walldorf product news", when, and the words you saw | to send news only to those who asked, and to show it | your consent | until you withdraw it, then 3 years as proof |
| How the site is used: pages seen, the device and browser, an approximate place; only with your consent for statistics and marketing (see the Cookie policy) | to improve the site, and to follow up visits by people who wrote to us | your consent | as the Cookie policy says |
| Security: the address your computer uses (IP address) and the time of a request, failed sign-ins, and spam checks of forms | to keep the site and your account safe | our interest in security | up to 30 days, longer for an attack being investigated |
We do not sell personal data, and we make no decision about you by machine alone.
Who else sees it
We use these services to run the site and the business. Each sees only what its job needs, under a contract with us (or with CitiXsys Singapore for invoicing).
| Service | What it does for us | Where |
|---|---|---|
| CitiXsys Singapore Pte. Ltd. | invoices orders and keeps the accounts | Singapore |
| Pressable / WP Cloud and Jetpack (Automattic Inc.) | hosts the site, serves its images and files, protects sign-ins, keeps backups, and (with your consent) counts visits | USA and other countries |
| WordPress.org | emoji pictures, only where your browser cannot draw an emoji itself | USA |
| Cloudflare | delivers the site safely and fast; Turnstile checks that a sign-up is made by a person | USA and other countries |
| Stripe | takes card payments | Ireland and USA |
| Wise and UOB | receive bank transfers | Wise: UK and EU; UOB: Singapore |
| Twilio SendGrid | delivers the shop's emails | USA |
| Zoho (CRM, Desk, Flow, Campaigns, Marketing Hub, web forms) | holds our customer and partner records, support tickets and marketing consent; sends our newsletters; with your consent, links visits to the site to an enquiry you made | USA, India |
| Analytics (only with your consent), reCAPTCHA on forms, web fonts (only with your consent, until we serve them ourselves) and YouTube (only when you press play on a video) | USA and Ireland | |
| Akismet (Automattic Inc.) | checks form messages for spam | USA |
| Xero | CitiXsys Singapore's accounting | New Zealand, USA |
| Our licence server | issues and checks licence keys | our own server |
| The partner you choose | receives your Find a partner enquiry | the partner's country |
Some of these services are outside your country. Where the law asks for it, the transfer is covered by the provider's standard data protection clauses. We also give data to authorities when the law requires it.
The partner directory
Approved partners that chose to be listed appear in Find a partner with business details only: company name, country, website, badges and how long they have been a Walldorf partner. No person's name is shown. A partner's admin can hide the listing in My Account at any time.
When you send an enquiry through Find a partner, it goes by email to that partner and to us. The shop keeps no copy; we record it as an enquiry in our CRM.
Emails from us
Service emails belong to your order, account or licence: order and payment confirmations, invoices and quotes, renewal and payment reminders, licence keys, download and account notices, and notices about your partner listing. They are not marketing, and you get them while you are a customer or partner.
Product news we send only if you ticked "Send me Walldorf product news" at sign-up, at checkout or in My Account → Communication preferences. Every newsletter has an unsubscribe link, and you can untick the box in My Account at any time. A reminder for a cart left in the shop is sent only to people who agreed to product news.
Some renewal reminders record whether a link in them was clicked. You can stop this in My Account → Communication preferences.
Your rights
You may ask us for a copy of your personal data, to correct it, to delete it, to limit what we do with it, to move it to another provider, and to stop using it for marketing or on the basis of our interests. Where we use your consent, you can withdraw it at any time; this does not undo what was done before.
Write to [email protected] or open a ticket on the support portal. We answer within one month, and we may ask you to confirm who you are first. Some records we must keep by law (invoices, for example) even when you ask us to delete them; we then tell you which and for how long.
If you think we have not handled your data properly, you may complain to the data protection authority of the country where you live or work.
Cookies
The site uses cookies that it needs to work. Others, for statistics and marketing, only after you agree in the cookie banner. The Cookie policy lists each one and lets you change your choice.
How we protect it
The site is served only over an encrypted connection; passwords are stored scrambled; only the people who need it can see customer records; and the site is backed up every day.
Children
The shop and its accounts are for businesses. They are not meant for anyone under 16.
Changes to this policy
When we change this policy, we change its date at the top. If a change matters for you, we tell you on the site or by email before it applies.