Our policy, your privacy

Sonos, Inc. Privacy Statement

[Last Updated: August 2017]

Sonos respects your privacy and your rights to control your personal data. Our guiding principles are simple. We will be transparent about what data we’re collecting and why. We will protect your data as though it is sacred. And we do not and will not sell your data to third parties.

The overarching purpose of collecting your data is to improve your listening experience. Whether we're collaborating with music services to make sure you have access to your favorite playlists, giving you the ability to control Sonos with the sound of your voice or the touch of your smart home system, or offering you highly responsive customer support so you can get the music playing again when something goes wrong, our goal is for you to listen as effortlessly as possible.

Learn more by checking out our FAQs and blog post.

This Privacy Statement (the “Statement”) explains the personal information we collect from and about you, either directly or indirectly, and how we use it. The Statement also covers what choices you can make about the data we collect, and how you can control those choices. It applies to all Sonos Products (“Product(s)”), including our controller app.  It additionally applies to any Sonos owned websites, as well as other offline interactions such as visiting a Sonos store or attending a Sonos event (collectively, “Services”). Please read this Statement carefully to understand when you may provide personal information to us and how Sonos uses personal information provided. By using Sonos Products and Services you agree to the use of your personal information as described in this Statement. The terms “we”, “us”, or “Sonos” are each intended to refer to Sonos, Inc.

To make the information in this Statement easy to understand it’s structured to highlight different points at which a typical customer would potentially share information with Sonos. It is broken down into the following five segments:

Additional sections give more detail about How We Use Personal Information, Sharing and Disclosure, How to Access and Control Your Personal Information, Other Important Privacy Information, and How to Contact Us regarding your information.

Learning about Sonos

As you gather more information about Sonos, you may visit a virtual or physical site that we own. Examples include browsing our website, calling our in-house sales representatives, visiting a Sonos-owned physical store or attending a Sonos-sponsored event. During these interactions, in order to learn more about our Products, you may voluntarily provide some personal information, such as your name and email address. You might also provide information online via cookies or similar technologies when you visit our websites.

We collect: name, email address, IP address, and information provided by cookies or similar technology.
Why: We use this information to share news about events and products being offered by Sonos. Additionally, IP address helps us better understand geographic information about our website visitors so we can improve our website for all visitors.

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Purchasing Sonos Products

Once you have made the decision to purchase a Sonos Product, we offer a way for customers to purchase directly from us at www.sonos.com or at a Sonos retail store. When you purchase from us, you may be asked to provide information so that we can complete your purchase. Such information may include things like your name, phone number, email, shipping address, and payment information.

We collect: your name, phone number (optional), email address, shipping address, and payment information.
Why: We use this information to complete your transaction, follow up with you about your purchase, help with the delivery process, handle returns, and other issues related to the purchase of your Sonos Products. Note that we do not store any payment or credit card information. We only use payment information in connection with your purchase of Sonos Products.

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Registering your Sonos System

Once you receive your Sonos Products, you will be required to connect your Product to a network in your home. Each Sonos Product needs to connect to the internet for set-up. As part of the initial setup, you will be asked to download the Sonos controller app from either our website or a third-party website, such as Apple’s App Store. The Sonos app allows you to control your Sonos system from the device of your choice (for example your phone or tablet). During the setup process, the Sonos app will ask you to set up an account and register your system with Sonos. In order for your Sonos Products to work, you must register your Sonos Products.

As part of registering your Sonos Product, the app will prompt you to enter information such as an email address and location data (country, postal code). Your Sonos system will then establish a unique alpha-numeric identification number which we use to help identify your specific Sonos system in a less personal manner. This identification number will be associated with the email address that you provide along with the Product serial number and the IP address from where the Product connected. As part of the registration, you will need to set up a Sonos account. We collect your password to your Sonos account, passwords hints, and similar security information used for authentication and Sonos account access.

We collect: your name, phone number, email address, location data, your password, passwords hints and IP address. Note that your password is stored using one-way hash, which means that it cannot be recovered (or disclosed) by anyone, including Sonos.
Why: We collect this information to help get your product working securely (which helps prevent unauthorized access to your Products) and to make sure that we are offering you the right music service options based on your geographic location. We also use your email to send you Sonos related communications such as promotional messages, software updates, to educate you about Sonos Products and/or Services, and to share exciting news and Product offerings from Sonos.

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Using Sonos Products

There are three main reasons we collect information from your Sonos Products: (1) to offer you music service choices, (2) to offer you control over your Sonos system, and (3) to make your Sonos Products better over time.

Using your Sonos Products involves selecting audio content to play in the rooms you choose. Although you can play free internet radio or music files stored locally on your home network (for example on your computer’s hard drive), most Sonos owners prefer to add a streaming music service for playback via their Sonos Products. Examples include Spotify, Apple Music, Pandora, and other audio content services. The addition of any of these music services requires you to link your individual music service account to your Sonos system. Once you have started playing music or other audio content on your Sonos Products, the data we receive is dependent on your preferences.

Functional Data:

Certain categories of the data that we collect are absolutely necessary for your Sonos System to perform its basic functions in a secure way and you will not be able to opt out from this data collection, sharing and/or processing (“Functional Data”).

We collect:
  • Registration data. This data includes your email address, location, language preference, Product serial number, IP address, and Sonos account login information (as described above).
  • System data. This data includes things like Product type, controller device type, operating system of controller, software version information, content source (audio line in), signal input (for example, whether your TV outputs a specific audio signal such as Dolby to your Sonos system), information about wifi antennas, audio settings (such as equalization or stereo pair), Product orientation, room names you have assigned to your Sonos Product, whether your product has been tuned using Sonos Trueplay technology, and error information.
Why we collect Functional Data: We collect this information to help ensure that your Products are working properly, to provide you customer support, to honor your audio preferences, and to guide product improvement and customer support decisions.

Additional Usage Data:

In order to improve your experience with Sonos Products and to offer better Products and Services that meet the needs and expectations of our customers, we collect the following additional usage data (“Additional Usage Data”). You can opt out of sharing this data by following the steps listed here.

We collect:
  • Performance Information. This includes things like temperature of your Product, Wi-Fi information such as signal strength, what music services you have connected to your Sonos system (including, for some services, your login username – but not password – for such service), information about how often you use the Sonos app versus another control mechanism, flow of interactions within the Sonos app, how often you use the physical controls on the unit, and location data when the Sonos app is in use, and duration of Sonos Product use.
  • Activity Information. This includes duration of music service use, Product or room grouping information; command information such as play, pause, change volume, or skip tracks; information about track, playlist, or station container data; and Sonos playlist or Sonos favorites information; each correlated to individual Sonos Products.
Why: We collect this information so that we can help ensure Sonos Products are properly functioning, determine what types of Product or feature improvements would most delight our customers, and help predict and prevent potential problems with Sonos Products.

Direct Control or Voice Control Functionality:

As the world and our customers’ homes have become more connected, we have realized that our customers might prefer to control their Sonos Products by means other than their Sonos app, for example by using a voice enabled product (for example, Amazon Alexa), through a home control mechanism (for example, a Lutron Pico remote), or through the app offered by their favorite music service.

In order to enable this functionality, you will be prompted to allow such devices to connect with your Sonos system (similar to the process you go through to connect a music service). Once you have enabled this functionality, we collect and process the Functional Data, the Additional Usage Data, and Audio Data.

Sonos will share a subset of this data with partners that you have specifically authorized to receive such data in order to ensure that the voice or direct control functionality is working properly. If you wish for us to stop collection of this information or sharing it with the parties you have authorized, simply disable the feature (for example disable voice control) or unlink the feature (for example unlink your home automation remote) from your Sonos Products. Conversely, voice control functionality will not work unless you authorize us to collect and process the data as outlined in this section.

We collect: Functional Data, Additional Usage Data, and certain Audio Data
Why: This information is needed to ensure proper functionality and to help improve these features.

Audio Data

Sonos is not continuously recording sound in your home. There are two times when we will record sound from within your home: (1) when you enable voice control technology on a voice enabled Sonos Product; and (2) when you utilize our innovative Trueplay room tuning technology.

Voice control. Voice control works by your voice enabled Sonos Product “listening” for a specific wake word. Please note that not all Sonos Products are voice enabled. At the most detailed level, this means that the voice enabled Sonos Product buffers and re-records locally, without transmitting or storing any information, until it detects the word or phrase that triggers the device to begin actively recording. If the Product does not detect the wake word, it continues to record over itself in a never ending loop lasting just a few seconds. This is all done locally on your Product and is not sent to Sonos or any third party. If a wake word is detected, the Product begins recording. In other words, it does not record or retain any audio data, or begin to transmit any data until it is “woken up.” You are notified that it is recording by a visual indicator such as a light on the Product. The Product will record until you are finished with your voice command. The actual recording of your voice command is then sent to the voice partner you have authorized to receive such recording (for example, Amazon). Sonos does not retain a copy of your voice recording. Concurrent with the voice recording, your Product will collect data (for example, decibel level at each frequency) about the ambient noise in the room. It is not possible to extract any speech from this type of data. We collect this data to help us improve our speech recognition technology. For example, if you are trying to state a voice command while music is playing, Sonos may improve the technology by lowering the music so that your voice command can be properly understood.

Trueplay room tuning. Our innovative Trueplay speaker tuning technology analyses room size, layout, décor, speaker placement, and any other acoustic factors that can impact sound quality. Then it perfectly adjusts how your Sonos Product produces sound. In order to do this, a user goes through an interactive process (watch the video here) that gathers certain data about your room including information about background noise levels (for example decibel level at each frequency). This information is used to help make sure that the tuning gives you the best outcome possible. For example, if your dog barks during the Trueplay testing, the Product knows to ignore the background noise of a barking dog during the testing.

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Getting Help from Sonos

From time to time, you may decide to contact our Customer Care group for assistance with your Sonos Products. In order to offer you the best service possible, we may collect certain data from you or your Products.

We collect: Contact information such as your name, email address, phone number, social media identifiers (if you contact us using a social media channel), and the content of your chats and other communications with Sonos Customer Care (including voice recording if you call Customer Care). In certain situations, it is useful for the Customer Care team to have a “Diagnostic” of your Sonos system. This is essentially a snapshot of everything that has been happening with your system leading up to the incident and includes information such as the music service being used, volume level, Product configuration, Wi-Fi signal and router information, error codes, device information such as operating system, and version of the Sonos app being used. We collect this information with your permission when helping you troubleshoot your Sonos system. Collection of a Diagnostic may temporarily override your Additonal Usage Data preference for the purpose of that particular Diagnostic. It won’t change your preference going forward but some of the Additional Usage Data will be captured in the Diagnostic snapshot.
Why: We collect this information to give you the best and most efficient customer support possible.

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Information We Obtain from Third-Party Sources

We protect data obtained from third parties according to the practices described in this Statement and we also apply any additional restrictions imposed by the source of data. These third-party sources vary over time, but have included:

  • Music service partners;
  • Partners with which we offer co-branded services or engage in joint marketing activities.

How We Use Personal Information

Sonos uses the data we collect to provide you the Products and Services we offer, which includes using data to improve and personalize your experiences. We also use the data to communicate with you, for example, informing you about your account, new Products or Services available, security and other types of updates.

Sonos uses the data we collect for the following purposes:

Providing our Product Experience

We use data to provide and improve the Products we offer and perform essential business operations. This includes operating the Products, maintaining and improving the performance of the Products, including developing new features, research and providing customer support.

Customer Support

We use data to diagnose Product problems, repair customers' devices and provide other customer care and support services.

Product Improvement

We use data to continually improve our Products and Services, including adding new features or capabilities, such as using error reports to improve security features, using search queries and clicks to improve the relevancy of the search results, using usage data to determine which new features to prioritize.

Security, Safety and Dispute Resolution

We use data to protect the security and safety of our Products and our customers, to detect and prevent fraud, to resolve disputes and enforce our agreements.

Business Operations

We use data to develop aggregate analysis and business intelligence that enable us to operate, protect, make informed decisions, and report on the performance of our business.

Communication, Marketing and Advertising

We use data we collect to deliver and personalize our communications with you. For example, we may contact you by email or other means of electronic communication (including through the Sonos app) to inform you about new Sonos Products or Services, new music services available in your area, security or software updates, update you on a support issue, or invite you to participate in a survey. Additionally, we use cookies and similar technologies to provide the most relevant advertising Sonos advertising to you. For information about managing email subscriptions and promotional communications, please visit How to Access and Control Your Personal Information section of this Statement.

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Sharing and Disclosure

Sonos does not and will not sell personal information about our customers. We only disclose your data as authorized in this Statement. We may share information with the following types of third parties described below.

To Whom We Disclose your Personal Information and Why

  • Third Party Vendors. Sonos uses a variety of third party vendors to perform services such as website management and hosting, online Product purchases and shipping, credit card processing and email communications. We share your personal data as necessary to complete any transaction or provide any Product or Service you have requested or authorized; with vendors or agents working on our behalf for the purposes described in this Statement. In such instances, your personal information will be shared with these agents or contractors but only for the purpose of performing services on behalf of Sonos and in accordance with this Statement. The updated list of these parties may be requested from Sonos at any time.
  • Music Services. In order to ensure the best customer experience and ensure that music services function properly on Sonos, Sonos may share relevant Activity Information with music services that you have authorized to interact with your Sonos Products.
  • Control Partners. Once you have enabled direct control of your Sonos system we may share relevant Activity Information with control partners that you have authorized to interact with your Sonos Products.
  • Voice Partners. Once you have enabled speech recognition to control your Sonos system we may share relevant Activity Information and Audio Data with voice control partners that you have authorized to receive such data.
  • Parties with whom it might be necessary when we reasonably believe it is required by law or in connection with legal proceedings; to prevent harm to Sonos or its customers; for the prevention and detection of crime or the apprehension or prosecution of offenders; to maintain the security of our Products or to protect the rights or property of Sonos.
  • Parties with whom it might be necessary to complete a financial or corporate transaction such as a merger or sale of assets.
  • We also share data with Sonos-controlled affiliates and subsidiaries.

We may also share non-personal information such as aggregated data with our partners or publicly. For example, we may inform a particular music service about the number of users who have utilized their music service on Sonos Products or we may share the total number of households using Sonos Products.

Please note that our Products include links to Products or applications of third parties whose privacy practices differ from Sonos. If you provide personal data to any of those third parties or their Products, your data is governed by their privacy statements.

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How to Access and Control Your Personal Information

You can view, edit or delete your personal data in either your Sonos account, Sonos app, or by reaching out to us directly to privacy@sonos.com. You can also make choices about Sonos' collection and use of your data by either logging in to your Sonos account or Sonos app and editing your profile, communication and data usage preference. You can always choose to stop receiving promotional emails and other types of marketing communication from us.

Sonos Account and Sonos App

If you wish to access, edit or remove the profile information, change your password, close your account or request deletion of your personal data you can do it by logging in to your Sonos account or Sonos app or sending us an email to privacy@sonos.com. If you cannot access certain personal information collected by Sonos via the Sonos account, the Sonos app or directly via the Sonos Product that you use, you can always contact us by sending an email to privacy@sonos.com. We will respond to any request to access or delete your personal data as soon as possible, but certainly within 30 days.

Additional Usage Data

You can always opt-out from the Additional Usage Data collection by logging in to your Sonos app for iOS or Android. You can do it in just a couple of clicks. To opt out please follow the instructions below.

Using the Sonos app for iOS or Android:

  1. From the Sonos music menu, tap Settings.
  2. Tap Advanced Settings.
  3. Tap Usage Data then Turn off Usage Data Sharing.

Using the Sonos app for Mac:

  1. From the menu bar at the top of your screen click Sonos then Preferences.
  2. On the left side of the window, click Advanced.
  3. Click Improve Sonos.
  4. Check the box that reads Turn usage data sharing off.

Using the Sonos app for PC:

  1. From the menu bar at the top of the Sonos app click Manage then Settings.
  2. On the left side of the window, click Advanced.
  3. Click Improve Sonos.
  4. Check the box that reads Turn usage data sharing off.

You may change your preferences at any time following the same steps.

Your Communication, Marketing and Advertising Preferences

You can opt out from receiving certain direct communications from Sonos. If you wish to stop receiving emails from us, you can do so by following the instructions included in every email sent to you via the “Unsubscribe” tab. We respect your choice, and we’ll stop sending you promotional emails after you unsubscribe. It may take up to one week to process your request. You can also make your choice by signing in with your Sonos account where you can update contact information, manage Sonos-wide contact preferences, and opt out of email subscriptions or in-app messaging.

Advertising

You can adjust the amount of “interest based advertising” (as described below) you may receive by changing your cookie settings, changing your device settings, and/or opting out of certain advertising networks. Additionally, if you have opted out of receiving emails from us, we will not use your email for interest based advertising activities.

Please note that regardless of your communication settings, we will continue to communicate with you for Product software updates, policy updates, or significant information about a Product you own such as discontinuance of support or safety issues.

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Cookies and Similar Technologies

We use cookies and similar technologies like pixels, tags, web beacons, and other identifiers to help us personalize our website for you, remember your preferences, understand how users are using our website or app, and help customize our marketing offerings. By visiting our website or using our app, you agree to the use of cookies and similar technologies for the purposes we describe in this Statement.

Cookies

A “cookie” is a small data file containing a string of characters that is sent to your computer when you visit a website. When you visit the website again, the cookie allows that site to recognize your browser. The length of time a cookie will stay on your computer or mobile device depends on whether it is a "persistent" or "session" cookie. Sonos uses both types of cookies. Session cookies will only stay on your device until you stop browsing. Persistent cookies stay on your computer or mobile device until they expire or are deleted. We use the following types of cookies on our website.

  • Strictly necessary cookies. These cookies are essential to enable you to browse around our website and use its features. Without these cookies, services like shopping baskets cannot be provided.
  • Performance cookies. These cookies collect information about how you use our websites. This data may be used to help optimize our website and make it easier for you to navigate.
  • Functional cookies. These cookies allow our website to remember your settings and help personalize your experience. For instance, we may store your geographic location in a cookie to ensure that we show you the Sonos website localized for your area.
  • Third Party cookies. Third party cookies are those placed by websites and/or parties other than Sonos. These cookies may be used on our website for improvement of our products or services or to help us provide more relevant advertising. These cookies are subject to the respective privacy policies for these external services, for example, the Facebook Data Use Policy.
  • Analytics cookies. We use analytics cookies, such as those offered by Google Analytics, to help us understand things like how long a visitor stays on our website, what pages they find most useful, and how they arrived at sonos.com. To learn more about Google Analytics and your data, visit this Google webpage.

How to control cookie settings

Most web browsers allow you to control cookies through their settings preferences, however if you limit the ability of websites to set cookies, you may worsen your overall user experience. Below you can learn about how to control cookie settings on popular web browsers:

Pixels

In addition to cookies, we sometimes utililze small graphic images known as “pixels” (also known as web beacons, clear GIFs, or pixel tags). We use pixels in our email communications sent to you (if you have selected to receive such communications) to help us to understand whether our email communication was viewed. Additionally, we use third party pixels (such as those from Google, Facebook, and other advertising networks) to help us provide advertising that is relevant to your interests. Learn more about our advertising and marketing activities below.

Other Identifiers

When you use our app, we collect a unique ad tracking identifier from your device (the Advertising Identifier or “IDFA” on iOS devices and the Google Ad ID or “AID” on Android devices) so that we can learn more about users of our app and provide the most relevant messaging and marketing. Although these identifiers are unique to your device, they do not contain any of your personal information such name or email address.

How to control Identifier Settings

You can control how these identifiers are used, including the ability to reset them, through your device settings. Below you can learn about how to control identifier settings on popular operating systems:

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Advertising and Modern Marketing Tools

To help more people listen to more music on Sonos, we utilize several modern marketing tools for our advertising efforts.

Sonos may work with third party advertisers that utilize cookies and similar technologies to provide more relevant advertising about Sonos Products and Services on our website and across the internet. To provide this “interest-based advertising”, these parties combine non-personal data learned about your online activities over time which helps ensure that your advertisement is customized to you. Examples of this may include display of a Sonos advertisement on a Facebook page, on a Google owned page such as a search results page or YouTube, or on a site within Google’s advertising network. We do not share your personal information as part of this process. You can opt-out of receiving personalized ads from third party advertisers and ad networks who are members of the Network Advertising Initiative (NAI) or who follow the Digital Advertising Alliance's Self-Regulatory Principles for Online Behavioral Advertising by visiting the opt-out pages on the NAI website and DAA website. Electing to opt out may make the ads you see across the internet less relevant to you.

If you have opted out of receiving communications from us, we will not use your email address in this for interest based advertising, although you may still be subject to certain interest based advertising depending upon your browser and device settings.

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Security

Sonos is committed to protecting the security of your personal data. We use a variety of security technologies and procedures to help protect your personal data from unauthorized access, use or disclosure. For example, we store the personal data you provide on computer systems that have limited access and are in controlled facilities. When we transmit data over the Internet, we protect it through the use of encryption.

While no Service is completely secure, Sonos takes reasonable measures to help protect information about you from loss, theft, misuse and unauthorized access, disclosure, alteration and destruction. For example, we ensure that our third-party data center vendors provide adequate security measures. In addition, your data is protected with encryption, such as Transport Layer Security (TLS), during transition over the Internet. Additionally, we store your Sonos password using one-way hash, which means that it cannot be recovered (or disclosed) by anyone, including Sonos (it can only be reset).

The servers on which your personal information is stored are kept in a controlled environment with limited access. While we take reasonable efforts to guard personal information we knowingly collect directly from you, no security system is impenetrable.

You may access your Sonos account information and our service only through the use of an individual user login and password. To protect the confidentiality of personal information, you must keep your password confidential and not disclose it to any other person. Please advise us immediately if you believe your password has been misused. In addition, always logout and close your browser when you finish your session. Please note that we will never ask you to disclose your password in an unsolicited phone call or email.

If you have any questions about the security of your personal information, you can contact us at privacy@sonos.com.

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Other Important Privacy Information

Our Policy Towards Children

Sonos does not target and is not intended to attract children. Sonos does not knowingly solicit personal information from children or send them requests for personal information.

Although visitors of all ages may navigate through our website or use our app, we do not intentionally collect personal information from persons under the age of sixteen. If following a notification by a parent or guardian, or discovery by other means, that a child under sixteen has improperly registered on this site by using false information, we will cancel the child's account and delete the child's personal information from our records.

Where We Store and Process Personal Data

Personal data collected by Sonos may be stored and processed in your region, in the United States or in any other country where Sonos or its affiliates, subsidiaries or service providers maintain facilities. However, Sonos maintains major data centers in the United States.

All information you provide may be transferred or accessed by entities around the world as described in this Statement. Sonos uses approved Standard Contractual Clauses for the international transfers of personal information collected in the European Economic Area and Switzerland.

Our Retention of Personal Data

Sonos retains personal data for as long as necessary to provide the Services, support your Product and fulfill the transactions you have requested, or for other essential purposes such as complying with our legal obligations, and resolving disputes and enforcing our agreements. Because these needs can vary for different data types in the context of different Products or Services, actual retention periods can vary significantly.

Changes to Our Privacy Statement

Sonos may modify or update this Statement when necessary to reflect customer feedback and changes in our Products and Service; so, please review it periodically. When we update this Statement, we will revise the “Last Updated” date at the top of the Statement. If there are material changes to the Statement or in how Sonos uses your personal data, we will notify you either by posting a notice of such changes before they take effect or by sending you a notification. We encourage you to periodically review this Statement to learn more about how Sonos is using and protecting your information. Your continued use of the Service or Products after any modification to this Statement will constitute your acceptance of such modification and updates.

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How to Contact Us

If you have any questions about the use of your personal information, please send us an email to privacy@sonos.com.

Unless otherwise stated, Sonos, Inc. is a data controller for personal data we collect through the Products and Services subject to this Statement. Our address is 614 Chapala Street, Santa Barbara, CA 93101, USA.

Sonos Europe B.V. is our data protection representative for the European Economic Area and Switzerland. The data protection officer of Sonos Europe B.V. can be reached at the following address: Schuttersweg 10, 1217 PZ Hilversum, The Netherlands or via email at privacy@sonos.com.

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FAQ

The following are basic questions you may have about our privacy statement. We encourage you to read the detailed statement above for additional details.

What information does Sonos collect about me?
Sonos collects your name, phone number, email address, shipping address, payment information, location data, IP address, social identifiers, data provided by cookies and similar technologies, functional data such as registration and system data, as well as additional usage data; for instance, performance and activity information. We also collect audio data once you enable the voice control or Trueplay room tuning technology.

Why does Sonos need my information?
Sonos uses the data we collect to provide you the best experience within products and services we offer, which includes using data to improve and personalize your experiences. We also use the data to communicate with you, for example, informing you about your account, new products or services available, security and other types of updates.

How is my information used?
Sonos uses the data we collect for the following purposes:

  • Product Improvement
  • Future Product Development
  • Customer Support
  • Security, Safety, and Dispute Resolution
  • Product Performance Analysis
  • Communications and Marketing

How does collecting my information help Sonos improve its products?
We use the information to help get your product working and to make sure that we are offering you the right music service options based on your geographic location. We also collect error reports, so we can make improvements to eliminate potential bugs and problems. And finally, understanding how and when our customers collectively use their systems helps us design new ways to fill homes with music.

Can I use Sonos without registering?
No. For your Sonos Product to work, you must register it.

Can I opt out of sharing my information to Sonos?
Yes, you can opt out of submitting certain types of personal information to Sonos; for instance, additional usage data such as performance and activity information. However, certain categories of the data that we collect, referred to as functional data, are necessary for your Sonos product to perform its basic functions in a secure way and you will not be able to opt out. For more information, visit How to Access and Control Your Personal Information.

How do I delete my personal data from Sonos and what are the consequences?
You can always send us an email to privacy@sonos.com or contact our Customer Care team and request that your data be deleted. Please note, however, that by deleting your personal data your Sonos products will stop working.

Does Sonos provide my information to music services?
Sonos shares data necessary to facilitate your music service experience on Sonos, for example, when to pause, play, or skip track, and only with the music services you have authorized. An exception would be when you have an issue that requires us to engage with the music service, with your permission, to troubleshoot your problem.

Does Sonos keep or share my credit card information?
No. It’s only used to process your payment at the time of purchase.

When it becomes available, what information obtained via voice control technology will be shared with third parties?
Sonos will share the voice recording and certain activity data; however, we’ll share it only with the partners whose voice assistant you have authorized. We share this to ensure that the connected service is working properly and to ensure the best user experience.

What information gets shared with my home automation provider?
We share “now playing” information and information about your Sonos playlists and favorites.

How long does Sonos keep my information?
Sonos retains personal data for as long as necessary to provide the services, support your product and fulfill the transactions you have requested, or for other essential purposes such as complying with our legal obligations, resolving disputes and enforcing our agreements. Because these needs can vary for different data types in the context of different products or services, actual retention periods can vary significantly. For instance, we’ll keep all functional data on file as long as you have an active Sonos.

How is information stored and secured on Sonos’ servers?
Sonos is committed to protecting the security of your personal data. We use a variety of security technologies and procedures to help protect your personal data from unauthorized access, use or disclosure. For example, we store the personal data you provide on computer systems that have limited access and are in controlled facilities. Any data we transmit over the internet is protected using encryption.

Is Sonos using cookies or pixels to gather information?
Yes, we use cookies and similar technologies like pixels, tags and web beacons when you visit our website or use our App. By visiting our website or using our App, you agree to the use of cookies and similar technologies for the purposes we describe in our privacy statement. This helps us provide you with the best experience and allows certain parts of our website to function properly. You always can adjust your browser or device settings to not accept cookies and similar technologies if this concerns you.

Does Sonos use interest-based advertising?
Yes. We work with third-party advertisers that utilize cookies and similar technologies to provide more relevant advertising about Sonos on our website and across the internet. To provide interest-based advertising, the advertisers combine non-personal data learned about your online activities over time to customize the advertising delivered to you. We do not share your personal information to do this.

What safeguards are in place for children who have access to Sonos products?
Sonos does not target and is not intended to attract children. Sonos does not knowingly solicit personal information from children or send them requests for personal information. Although visitors of all ages may navigate through our website, we do not intentionally collect personal information from persons under the age of sixteen. If following a notification by a parent or guardian, or discovery by other means, that a child under sixteen has improperly registered on this site by using false information, we will cancel the child's account and delete the child's personal information from our records.

How can I contact Sonos if I have questions regarding Sonos privacy statement?
If you have any questions about the use of your personal information, please send us an email to privacy@sonos.com.

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