Privacy policy

1. INTRODUCTION

Welcome to the Fizio Spa website.

Wellness centar Peta zvezdica (hereinafter: “Seller”, “we”, “our”) is committed to protecting users’ privacy and processing personal data in accordance with the applicable regulations of the Republic of Serbia, including the Law on Personal Data Protection.

This Privacy Policy explains what data we collect, how we use it, who we share it with, how long we keep it and what rights you have as a user.

Data controller details:
Wellness centar Peta zvezdica
Trg Slobode 3
23000 Zrenjanin
Republic of Serbia
PIB: 109039745
Registration number: 63880086
E-mail: office@physiospa.rs
Phone: +38163466414

By using the website, you confirm that you have read this Privacy Policy.

2. WHAT DATA WE COLLECT

Depending on how you use the website, we may collect different categories of data.

2.1 Data you provide to us

When ordering products, sending an enquiry or communicating with us, you may provide us with:

• first and last name;
• delivery address;
• phone number;
• email address;
• company name (if applicable);
• the content of your message or enquiry;
• other data you provide voluntarily.

2.2 Data collected when ordering

When an order is created, we may collect:

• data required to process the order;
• delivery address;
• contact details;
• order history;
• order-related communication.

2.3 Technical data

When you visit the site, the following may be collected automatically:

• IP address;
• device type;
• operating system;
• browser type;
• time and date of access;
• pages visited;
• duration of the visit;
• referral source;
• data on interactions with content.

3. PURPOSES OF DATA PROCESSING

We process your data exclusively for legitimate and clearly defined purposes.

3.1 Order fulfilment

Data is used for:

• receiving and processing orders;
• order confirmation;
• arranging delivery;
• communication with the customer;
• handling complaints;
• exercising consumer rights.

3.2 Customer support

Data is used for:

• answering enquiries;
• providing user support;
• resolving technical and administrative issues.

3.3 Improving the website

Data is used for:

• analysing site usage;
• improving functionality;
• improving the user experience;
• detecting and preventing misuse.

3.4 Marketing and analytics

Data may be used for:

• analysing the effectiveness of marketing activities;
• measuring campaign performance;
• optimising content and advertising;
• understanding users’ interests.

4. LEGAL BASIS FOR PROCESSING

Personal data is processed on the basis of one or more of the following legal grounds:

• performance of a contract or pre-contractual steps;
• compliance with legal obligations;
• the Seller’s legitimate interest;
• the user’s consent, where required.

5. COOKIES

The website uses cookies and similar technologies to ensure the site works properly, analyse traffic and improve the user experience.

Cookies may be:

5.1 Necessary cookies

They enable the website’s basic functions and are essential for it to work properly.

5.2 Analytics cookies

Used to analyse site usage and improve its performance.

5.3 Marketing cookies

Used to measure the success of marketing activities and display relevant ads.

Users can change their cookie settings in their browser or via the cookie consent management tool on the site.

6. GOOGLE ANALYTICS

The website uses the Google Analytics service provided by Google LLC.

Google Analytics uses cookies to analyse how users use the website.

The information collected may include:

• technical data about the device;
• site usage data;
• data on interactions with content.

This information is used solely for statistical analysis and to improve the website.

7. META PIXEL

The website uses Meta Pixel technology from Meta Platforms, Inc.

Meta Pixel enables:

• measuring advertising effectiveness;
• analysing user behaviour after visiting the site;
• optimising marketing campaigns;
• displaying relevant ads.

8. LINKEDIN INSIGHT TAG

The website uses the LinkedIn Insight Tag for:

• analysing site visits;
• measuring conversions;
• optimising LinkedIn campaigns;
• statistical audience analysis.

LinkedIn may process certain technical data in accordance with its own privacy policy.

9. DATA PROCESSING VIA THE AI ASSISTANT

The website may use automated systems based on artificial intelligence technologies (“AI Assistant”) to improve the user experience and provide user support.

The AI Assistant can help users with:

• finding product information;
• answering frequently asked questions;
• providing information about ordering;
• providing information about delivery;
• providing information about complaints;
• navigating the website’s content.

During communication with the AI Assistant, data that the user provides voluntarily may be processed.

Data from these conversations may be used for:

• responding to user enquiries;
• improving the quality of customer support;
• improving the functionality of the AI system;
• analysing the most common user questions;
• protecting the system against misuse.

Users are advised not to share the following via the AI Assistant:

• health data;
• data about minors;
• financial data;
• passwords;
• other confidential or sensitive information.

If the AI Assistant uses third-party technologies or services, data may be processed by the providers of those technologies to the extent necessary for the service to function.

10. DATA SHARING

We may share your data only when necessary with:

• courier services for product delivery;
• hosting providers;
• IT support providers;
• providers of analytics tools;
• providers of marketing tools;
• providers of AI technologies and automated customer support systems;
• accounting and legal advisers, when necessary;
• competent state authorities, where there is a legal obligation.

Your data will not be sold, rented or transferred to third parties for marketing purposes.

11. DATA TRANSFERS ABROAD

Some of the service providers we use, including providers of cloud infrastructure, analytics services, marketing tools and AI technologies, may process data on servers located outside the Republic of Serbia.

In such cases, appropriate safeguards are applied in accordance with the applicable regulations.

12. DATA RETENTION PERIOD

Personal data is kept only for as long as necessary to fulfil the purpose for which it was collected or as required by applicable regulations.

At the end of the retention period, the data is deleted, anonymised or permanently removed in another appropriate way.

13. USER RIGHTS

In accordance with applicable regulations, users have the right to:

• request access to their data;
• request correction of inaccurate or incomplete data;
• request erasure of data where the legal conditions are met;
• request restriction of processing;
• object to the processing of data;
• withdraw consent given;
• lodge a complaint with the competent personal data protection authority.

14. DATA SECURITY

We apply appropriate technical and organisational measures to protect data against:

• unauthorised access;
• loss;
• misuse;
• destruction;
• unauthorised disclosure.

Although we take reasonable protective measures, no data transmission or storage system can guarantee absolute security.

15. MINORS

The website is not intended for collecting data from children under 15 without the consent of a parent or legal guardian.

If we learn that data has been collected contrary to this policy, we will take reasonable steps to remove it.

16. CHANGES TO THE PRIVACY POLICY

We reserve the right to amend this Privacy Policy from time to time due to:

• alignment with legal regulations;
• changes in our business;
• technical improvements;
• the introduction of new features or services.

The latest version of the document will be published on the Fizio Spa website.

17. CONTACT

For any questions regarding personal data protection, you can contact us:

Wellness centar Peta zvezdica
Trg Slobode 3
23000 Zrenjanin
Republic of Serbia
Email: office@physiospa.rs
Phone: +38163466414

Last updated: 10.08.2026.