Privacy Policy

Alex Dewulf NV and Dewulf Vastgoedbeheer NV
Last updated 7 October 2026

Who processes your personal data

This privacy statement describes how Alex Dewulf NV and Dewulf Vastgoedbeheer NV process personal data when you use our website and our services. It applies to customers, prospective buyers and tenants, owners, co-owners, residents, suppliers and other contacts.

Alex Dewulf NV is responsible for its data processing activities in the context of estate agency, sales and lettings. Dewulf Vastgoedbeheer NV is responsible for its own processing activities in the context of property management and estate agency services. Which company processes your data depends on the service or case to which your enquiry relates.

In the management of a co-ownership, the co-owners’ association (VME) may also act as the data controller. The role of the VME and that of the property manager are determined by the processing in question and the applicable agreements. You may ask us which party is responsible for your file.

For privacy enquiries concerning either company, please write to Zeedijk 527, 8300 Knokke-Heist, or email info@alexdewulf.be. Please state, where possible, which company or which building your enquiry relates to. We will ensure that your enquiry is dealt with by the responsible party.

What data we collect

Depending on your relationship with us, we process identification and contact details, information about your property and search criteria, appointments, visits, offers, agreements, correspondence and file documents. For transactions or property management, payment details, invoices, account numbers, ownership details, powers of attorney and legally required identification details may also be required.

In the context of property management, we may process data relating to co-owners and residents, cost allocation, payments, general meetings, notifications, maintenance and claims. We limit the data to what is necessary for management and statutory obligations.

When you use our website, we may process your IP address, browser data, security logs and cookie data. During telephone communications, we may also process call data, audio recordings and transcripts as described below. CCTV footage is processed only where CCTV surveillance is in place.

We receive data directly from you, via our website and communication channels, or from parties involved in your file, such as owners, co-owners, the owners’ association, solicitors, other estate agents and service providers. Authorised bodies and legally accessible registers may also provide data. Where required, we will inform you of the specific source.

We ask that you do not provide any sensitive personal data that is not necessary for your case. If such data is nevertheless necessary, we will only process it on an applicable legal basis and with the required safeguards.

Purposes and legal bases

In order to respond to a specific enquiry, organise viewings, prepare a contract and provide our services, we process the necessary data on the basis of the contract or pre-contractual measures at your request.

For statutory requirements, such as accounting, applicable identification and anti-money laundering obligations, and legal obligations relating to co-ownership, we rely on the relevant legal obligation. Where data is necessary to conclude a contract or fulfil a legal obligation, the absence of such data may mean that we are unable to provide the service in question.

For appropriate customer follow-up, the organisation and security of our operations, the prevention of fraud and the defence of our rights, we may rely on a legitimate interest. In doing so, we assess the necessity of the processing and balance our interest against your rights and reasonable expectations.

For processing operations that require consent, including non-essential cookies and certain marketing communications, we will ask for your consent in advance. You may withdraw this consent at any time. However, this does not automatically render the processing carried out prior to withdrawal unlawful. In addition, the specific terms and conditions set out below apply to telephone services.

CRM and file management

We use CRM and file management software, including Realsuite, for the activities for which this application is used. This software is used to store contact details, search criteria, communications, appointments and file information for the purposes of customer follow-up and the provision of our services.

Access is restricted to staff and service providers who require the data to carry out their duties. Data is not automatically shared freely between the two companies. Any exchange of data takes place only for a specific purpose and on a valid legal basis. Data from property management files is not reused for commercial prospecting without an appropriate legal basis.

Newsletters and email marketing

We may send you newsletters and property offers if you have given your consent. We only make an exception for existing customers where all legal conditions are met: the address was obtained during the sale of a product or service; the advertising relates to the company’s own similar products or services; and a simple, free option to opt out is provided at the time of collection and with every message.

We may tailor offers to the search criteria you have provided, such as location, budget and property type. This helps to select relevant offers. You can adjust your preferences or object to direct marketing, including any associated profiling.

You can unsubscribe via the opt-out option in any marketing message or via info@alexdewulf.be. We will then cease the relevant marketing processing. A limited amount of data may be retained to ensure your unsubscription is honoured. This does not include necessary communications regarding ongoing orders, payments or co-ownership.

If we track individual opens or clicks in marketing messages, we will inform you of such tracking and seek your consent where required. We do not use such tracking as implied consent for other purposes.

Cookies and use of our website

Our website may use cookies and similar technologies. Strictly necessary cookies are used, for example, for security purposes and to remember your cookie preferences. For other cookies, including analytical and marketing cookies, we will ask for your consent in advance. Continuing to browse the website does not constitute consent.

Via the cookie settings, you can accept or refuse non-essential cookies and change your choice later or withdraw your consent. You can delete stored cookies in your browser. Deleting them does not necessarily erase all previously collected data.

The specific cookies, providers, purposes, duration of operation, retention periods for collected data and any transfers outside the European Economic Area are explained in the cookie overview made available via the cookie settings. For external content, such as maps, videos or social media, we ask for your consent before activating non-essential trackers.

Use of artificial intelligence

We use artificial intelligence to support our administrative and service provision activities. AI can structure information, classify or summarise documents and emails, prepare texts, and transcribe and summarise telephone calls.

The legal basis derives from the purpose of the processing in question. The use of AI does not in itself constitute a legal basis for processing personal data. We limit the data entered to what is necessary and apply anonymisation or pseudonymisation where possible.

We select applications and settings that are appropriate to the confidentiality of our files and agree on security, access, retention and, where applicable, reuse by the supplier. The reuse of file data for training general AI models is not a purpose of our services and is not permitted without a separate assessment and an appropriate legal basis.

AI output may contain errors. Staff check the results before they are used for relevant case follow-up or communication. We do not make decisions that have legal consequences or similarly significant consequences for you solely on the basis of automated processing. Should this approach change, we will provide the necessary information and safeguards in advance.

In addition to the GDPR, we take into account the applicable obligations under the European AI Regulation, including AI literacy and transparency where required. When you communicate directly with an AI system, we will make this clear in accordance with the applicable rules.

Telephone calls and transcription

We use telephony services, including Telsmart. Calls may be converted to text using AI and summarised in order to accurately record questions, appointments and instructions, and to follow up on cases. In doing so, audio may be processed temporarily or a recording may be retained, depending on the application used.

Prior to any recording or transcription, we will inform you about the processing, the specific purpose, the applicable legal basis and the retention period. Recording or transcription will only commence once the applicable conditions for electronic communications and data protection have been met. Where consent is required, we will seek it in advance; a mere notification or the continuation of the conversation does not constitute such consent.

If you do not wish to be recorded or transcribed, you may indicate this before the start. We will then offer a means of contact without such processing, for example via email or a conversation without recording or automatic transcription. Transcripts and summaries are used solely for the stated purpose. Relevant information is checked before it is included in a file.

Audio recordings are deleted as soon as they are no longer required for transcription and verification, unless there is a separate, justified and pre-notified retention purpose. A transcript is not automatically retained for as long as the file: only necessary and verified file information may be included in it.

CCTV

Where CCTV cameras are in operation, visitors are informed of this on site by means of a pictogram. CCTV is used to protect people and property and to investigate incidents. The processing is based on the legitimate interest in security, in compliance with the applicable CCTV Act.

Footage is accessible only to authorised persons and may, where legally permitted or required, be provided to the relevant authorities. For CCTV surveillance falling under the standard provisions of the CCTV Act, footage is retained for a maximum of one month, or for a shorter period where this is sufficient. Relevant footage may be retained for longer where it is required as evidence of an incident or to identify those involved.

For cameras in a co-ownership property, the responsible party is specified in the information relating to the installation in question. This general statement does not replace that information.

Who we share data with

We only share data where necessary and lawful, for example with notaries, contracting parties, competent authorities, accountants, insurers, legal advisers, contractors and other service providers involved in your case. In the case of co-ownership, information may be shared with the co-owners’ association (VME) and its bodies or co-owners to the extent that this is necessary for their statutory duties and rights.

We engage specialist suppliers for hosting, CRM, telephony, email, document management, marketing, AI and transcription. Where they act as data processors on our behalf, we enter into a data processing agreement in accordance with the GDPR. Parties that independently determine their own purposes and means bear their own responsibility and may have their own privacy statement.

International data transfers

Where data is transferred outside the European Economic Area or is accessible from there, we rely on an applicable adequacy decision or appropriate safeguards, such as the European Commission’s standard contractual clauses, supplemented by additional measures where necessary. You can request information or a copy of the applicable safeguards via our privacy contact.

How long we retain data

We do not retain data for longer than is necessary. The retention period is determined by the purpose of processing, the duration of your relationship or assignment, applicable statutory retention obligations and the need to defend specific rights. After that, the data is deleted or effectively anonymised.

Applications and search profiles are retained for as long as the application or search is active and follow-up remains reasonably necessary. We periodically assess whether contact and search data are still up to date. Contractual files and administrative files are retained for the duration of the assignment and, thereafter, only to the extent justified by statutory retention obligations or applicable limitation periods.

Accounting records and legally required identification documents are retained in accordance with the applicable statutory time limits. Marketing data is used until consent is withdrawn or an objection is raised, or until it is no longer relevant. Evidence of consent and opt-out may be retained on a limited basis for compliance and accountability purposes.

For telephone recordings and transcripts, the separate retention periods communicated prior to processing and the criteria set out in the section on telephony apply. CCTV footage is subject to the retention period set out in the section on CCTV surveillance. The retention periods for cookies and the data collected through them are set out in the cookie overview. You may ask us what retention period applies to a specific category of data in your file.

Security of personal data

We take appropriate technical and organisational measures, tailored to the nature and risks of the processing. This includes restricting access rights, ensuring confidentiality, securing systems and entering into agreements with suppliers. In the event of a personal data breach, we assess whether a report to the supervisory authority and notification to data subjects are required.

Your rights

You may request access to your personal data and have any inaccurate or incomplete data rectified. Subject to the legal conditions, you may also request the erasure, restriction of processing or transfer of data. Erasure is not always possible, for example where there is a statutory retention obligation.

You may object to processing based on a legitimate interest due to your specific situation. You may always object to direct marketing, including any associated profiling. Where processing is based on consent, you may withdraw that consent at any time.

Please send your request to info@alexdewulf.be or to our privacy contact at Zeedijk 527, 8300 Knokke-Heist. We will, in principle, respond to your request within one month of receipt. In the case of complex or multiple requests, this period may be extended by up to two months; we will inform you of the extension and the reason within the first month.

If there is reasonable doubt regarding your identity, we will only ask for additional information necessary to verify your identity. Please do not send a full copy of your identity card unsolicited. If a copy is necessary, we will explain which details must remain visible and how you can send it securely. Verification data will not be retained for longer than is necessary.

Complaints and changes

You may address any enquiries or complaints to our privacy contact in the first instance. You also have the right to lodge a complaint with the Belgian Data Protection Authority via www.gegevensbeschermingsautoriteit.be. This right is not conditional upon having first lodged a complaint with us.

We may amend this policy should our services or the relevant regulations change. The most recent version is available on our website. In the event of significant changes, we will inform you separately where required.