terms of use for the Live Chat

Terms of Use and Privacy Notice for the Live Chat Service

Terms of Use and Privacy Notice for the Live Chat Service

  1. TERMS OF USE

Integration and Use of the Live Chat Service

This section forms part of the General Terms of Use of the official website of the company “HELLENIC CABLE NETWORKS P.C.” (HCN) and specifically concerns access to and use of the live chat service.

The live chat service is integrated:

  • on the HCN website (https://www.hcn.gr/),
  • as well as on the official HCN application for Android and iOS,

and enables direct communication between users and company representatives.

Use of the service requires explicit acceptance of these terms, in conjunction with the Privacy Policy and the General Terms of Use of the website.

  1. Service Description

The live chat service allows users to communicate in real time with HCN representatives, particularly from the commercial and technical departments, for:

  • provision of information regarding products and services,
  • technical support,
  • handling requests and reports.

The service is available:

  • via the website and the application,
  • during working hours from 09:00 to 21:00.

Communication is carried out exclusively with a human representative of HCN, and no artificial intelligence or automated decision-making is used.

  1. Submission of Requests – Good Faith and Prevention of Misuse

Users are strictly prohibited from submitting content through the live chat that is abusive, threatening, defamatory, harmful to minors, offensive, violates intellectual property rights, contains hate speech, malware, or any unlawful content whose dissemination constitutes an offense under the Penal Code or other applicable laws.

In case such content is submitted, temporary suspension from using the digital assistant will apply.

Use of the service is subject to good faith and respectful communication.

Users are obliged to:

  • submit requests based on real facts,
  • avoid excessive, repetitive, or abusive use of the service,
  • refrain from using inappropriate, offensive, or defamatory language.

HCN reserves the right to:

  • monitor compliance with these terms,
  • suspend temporarily or permanently access for users who misuse the service or violate public order, decency, or the company’s interests.

If you believe a restriction was imposed in error, you may contact us. Use of the live chat implies explicit acceptance of the above clause.

  1. Limitation of Liability

The live chat service is provided for information and customer support purposes.

HCN:

  • is not responsible for incorrect or incomplete information submitted by users,
  • does not guarantee uninterrupted or continuous availability of the service,
  • is not liable for delays or failures due to third-party systems or networks.

Use of the service is at the user’s own initiative and is provided “as is” and “as available”.

  1. Use by Minors

The live chat service is permitted only for users over 15 years of age, in accordance with Article 8 of the GDPR and Law 4624/2019.

Users under 15 may use the service only with prior consent from a parent or legal guardian. HCN reserves the right to apply reasonable verification measures where necessary.

  1. Amendments to the Terms

HCN reserves the right to update, modify, or remove these Terms of Use, in whole or in part, due to:

  • legal or regulatory developments,
  • technological changes.

Any modifications take effect upon publication on the official HCN website. Continued use of the service implies acceptance of such changes.

  1. Contact

For any matters related to these Terms of Use or personal data protection, users may contact:

  • HCN customer service stores,
  • official communication channels listed on https://www.hcn.gr/,
  • the Data Protection Officer (DPO) at: gdpr@hcn.gr
  1. PRIVACY NOTICE FOR THE DIGITAL ASSISTANT

Data Controller

The Data Controller is “HELLENIC CABLE NETWORKS P.C.” (HCN).

The service is provided via the platform tawk.to, which acts as a data processor on behalf of HCN. Data collected via live chat is stored within the European Union.

The service may use cookies or similar technologies (e.g., local storage) to ensure proper functionality.

Categories of Data Collected

HCN collects:

  • chat content,
  • user-provided information (name, email, phone number),
  • date and time of communication,
  • IP address,
  • device, operating system, and browser details,
  • usage and interaction data.

Data Recipients

Access may be granted to:

  • authorized HCN employees,
  • authorized partners,
  • the platform provider (tawk.to),
  • competent authorities where required by law.

Purpose of Processing

Processing is carried out for the analysis and improvement of customer support services.

Legal Basis

Processing is based on:

  • performance of a service at the user’s request (Article 6(1)(b) GDPR),
  • legitimate interests and legal obligations of the company (Article 6(1)(f) and (c) GDPR).

Data Retention

Personal data is retained only for as long as necessary to fulfill the purposes of the service.

User Rights

Users have the following rights under GDPR:

  • Right of access and information
  • Right to rectification
  • Right to erasure
  • Right to restriction of processing
  • Right to object
  • Right to data portability

Data Protection Officer

HCN has appointed a Data Protection Officer (DPO):
gdpr@hcn.gr

Users may contact the DPO for any questions or requests.

Right to Lodge a Complaint

Users have the right to lodge a complaint with the Hellenic Data Protection Authority:
(www.dpa.gr)

All requests regarding personal data will be handled within the timeframes set by GDPR.

These Terms and this Privacy Notice supplement: