Privacy Policy

Data Controller.

Type of personal data processed.

In general, the company processes the personal data provided by the user when purchasing the selected transport service, collecting the personal data of the purchaser and/or the personal data of the traveller through online data collection forms, the call centre and/or any other sales channels made available by the company.

However, on many occasions, our customers’ personal data is provided by third parties such as travel agencies or other individuals who request or purchase, on your behalf, the products and/or services that we offer through our various sales channels.

The categories of data processed generally include identification data such as first name, surname, National Identity Document (DNI), date of birth, email address, contact telephone number, payment details and purchase history. In very specific cases, and depending on the purpose and intended use of your data, data relating to personal characteristics may also be collected, for example when requesting a special assistance service (PRM); sensitive personal data may also be collected, for example when requesting a discount applicable to persons with intellectual or developmental disabilities; as well as data relating to large-family status, all for the purpose of verifying entitlement to the relevant benefit.

The personal data required through our various sales channels is necessary in order for us to provide the contracted service and properly assist you. If you do not provide the required data, the company will not be able to process your request, as the personal data requested is mandatory in order for us to comply with our legal and/or contractual obligations.

If you use our interactive chat or chatbot service, please note that this channel uses automated technologies powered by Artificial Intelligence (AI) systems to process queries efficiently and manage your request. In order to respond to your queries or manage your requests, we will process the personal data necessary to assist you, such as your name, email address, ticket number or booking reference, as well as the content and history of the conversations held through the tool. Do not enter banking details or sensitive information through this channel. If the tool is unable to resolve your query, the conversation may be transferred to or supervised by a human agent.

Purposes and legal bases for the processing of personal data.

Based on the Performance of a Contract or pre-contractual measures (Art. 6(1)(b) GDPR):

• Management of bookings, sales, issuance and payment of tickets, travel passes and additional services (insurance).
• Customer service, management of queries, incidents, refunds, complaints or suggestions.
• Administrative tasks inherent to the provision of the transport service.

Based on Compliance with Legal Obligations (Art. 6(1)(c) GDPR):

• Invoicing and official accounting.
• Communication of contact or travel details to Competent Authorities, Law Enforcement Agencies or Public Health Authorities where required by law.
• Allocation of Compulsory Passenger Insurance (SOV).
• Processing of health/disability data in order to manage special assistance services (PRM) or discounts.

Based on the company’s Legitimate Interest (Art. 6(1)(f) GDPR):

• Prevention, control and management of fraud in transactions, including the possibility of rejecting or blocking transactions considered fraudulent.
• Technical, statistical and usage analysis to ensure the security, performance and operation of the Website/App.
• Sending satisfaction surveys and improving the user experience.

Based on the User’s Consent (Art. 6(1)(a) GDPR):

• Sending commercial communications and personalised offers from MOVELIA or third parties by electronic means or push notifications.
• Use of geolocation tools in the App.
• Installation of non-essential cookies (in accordance with the Cookies Policy).

Consent may be withdrawn at any time through the direct link included in the communications or by writing to [email protected].

Recipients of personal data.

The personal data provided in connection with the booking or purchase of tickets and services will be stored by MOVELIA and will be disclosed or transferred to the systems of the relevant transport operators and service providers responsible for performing and providing the service contracted by the user through the MOVELIA website or app. Both MOVELIA and the third-party operators and service providers will process and protect such data with due confidentiality and in strict compliance with the applicable regulations, in accordance with their respective privacy policies.

MOVELIA will transfer to the systems of the various transport operators the identification and contact details which, under the national or international legislation applicable at any given time, are required for the operational management of the journey, the issuance of personalised travel tickets, the management of incidents, or the potential traceability of passengers for public health or security reasons. Such contact details will be retained by the operator or transport company responsible for the journey, which shall be responsible for complying with the applicable legal obligations regarding their retention, safekeeping and, where appropriate, disclosure to the competent authorities in accordance with the applicable regulations.

Likewise, users’ personal data may be disclosed to the insurance company with which the transport company has arranged Compulsory Passenger Insurance (“SOV”). Such disclosure of personal data is a mandatory requirement for the performance of the contract to which the user is a party, as well as for compliance with the legal obligations applicable to the transport company.

If the user purchases additional travel insurance, the company will disclose the personal data necessary for the administration of such additional travel insurance. Such disclosure of personal data is necessary for the performance of the contract to which you are a party.

We do not disclose your data to third parties for commercial purposes. MOVELIA will only send you commercial information through which we may offer discounts and company benefits that may be of interest to you, and only if you have agreed to receive commercial communications.

No international transfers of data are carried out. We work with external service providers, such as technology service providers or providers of marketing and advertising-related services, which are always required to work with servers located within the European Economic Area and to guarantee an adequate level of protection in the processing of data. Where we work with external providers that do not offer the same level of protection because they are located outside the European Economic Area, they are required to provide appropriate safeguards by entering into, in accordance with current data protection legislation, the corresponding Binding Corporate Rules (BCRs) as a guarantee of the proper management of your personal data, as well as Standard Contractual Clauses adopted by the European Commission.

Rights of data subjects.

The data subject may exercise the rights of access, rectification, erasure, objection, data portability, restriction of processing and any other rights guaranteed under current data protection legislation by contacting MOVELIA TECNOLOGÍAS, S.L. by submitting a request to the email address established for this purpose: [email protected], or by post to: MOVELIA TECNOLOGÍAS, S.L., Avenida Manoteras No. 38, Block D, Ground Floor, Unit 010, 28050 Madrid.

The data subject has the right to lodge a complaint or claim with the Spanish Data Protection Agency (www.aepd.es) and with the Data Protection Officer ([email protected]).

Data retention period.

We only store users’ personal data insofar as we need it in order to use it for the purpose for which it was collected and in accordance with the legal basis for its processing. We will retain personal data for as long as a contractual and/or commercial relationship exists with the user and for as long as the user does not exercise the right to erasure, cancellation and/or restriction of the processing of personal data.

In such cases, we will keep the data duly blocked, without making any use of it, for as long as it may be necessary for the exercise or defence of legal claims or where any judicial, legal or contractual liability may arise from its processing which must be addressed and for which retrieval of the data may be necessary.

MOVELIA will comply with the provisions of current legislation regarding the obligation to cancel personal information that is no longer necessary for the purpose or purposes for which it was collected, blocking such information in order to address any potential liabilities arising from the processing of the data, and only for the applicable limitation periods relating to such liabilities. Once these periods have expired, the information will be permanently deleted using secure methods.

Information we collect from visits to the website.

We collect and store limited personal information and anonymous aggregated statistics relating to all users who visit our website, whether because the user actively provides such information to us or simply because they are browsing our website. The information we collect includes the Internet Protocol (IP) address of the device used by the user, the web browser used, the operating system, the date and time of access, the Internet address of the website from which the user accesses our website, and information about how you use our website.

We use this information to determine our website’s loading times, how it is used, the number of visits and the type of information most frequently consulted by users. This information helps us identify whether the website is functioning correctly and, if we detect faults or errors in its operation, to resolve them and improve the performance of our website so that we can provide a better service to all users.

In view of the above, we collect usage and browsing data for statistical and advertising purposes, to monitor the use of our website and to improve our understanding of the User’s interests.

Likewise, our App may include a geolocation tool, the main purpose of which is to determine your location if you have given us permission to do so. Enabling the geolocation function on your mobile device allows you to benefit from all the features of the applications. If geolocation is not enabled, we will inform you and request your permission in advance by means of a notification.

Minors.

Persons under the age of 16 must not submit any personal information without the consent of their parent or legal guardian. MOVELIA is not responsible for any personal information submitted by persons under the age of 16 without the appropriate authorisation.

Security Measures.

MOVELIA has adopted the personal data protection security levels required by current legislation, depending on the type of information processed, and has implemented additional technical means and measures available to it in order to prevent the alteration, loss, processing of or unauthorised access to the personal data provided.

MOVELIA guarantees that it has adopted appropriate security measures to ensure the security of the information and the confidentiality of the data that you send to us over the Internet. For this purpose, Secure Socket Layer (SSL) security technology is used, a system that encrypts the information you send to us, preventing it from being read even if it is improperly intercepted.

MOVELIA’s server is certified so that your browser can confirm MOVELIA’s identity before any transmission is sent. This certificate guarantees the identity of the destination computer to which your data is being sent. You can identify that SSL security is active by the appearance of a padlock icon in most browsers. If you click on this icon, the certificate associated with the secure connection will be displayed.

Notwithstanding the above, users should be aware that security measures on the Internet are not impenetrable.

Social Networks.

If you decide to join the profiles maintained by the company on the various social networks, you give us your consent to process the personal data published on your user profile. In this regard, please note that you may access the privacy policies of the relevant Social Network at any time and configure your profile in order to protect your privacy.

If you become our friend or follower on social networks, MOVELIA will have access to the user information that is publicly available, particularly your contact name. Such data is only used within the relevant Social Network and is not incorporated into any separate database.

In any event, as a social network user, you can always control your connections, remove content that is no longer of interest to you and restrict who you share your connections with. To do so, you should access the privacy settings available on each social network.

Likewise, if you decide to publish comments, links, images, photographs or any other type of multimedia content on social networks, you must bear in mind that you must either own such content, hold the corresponding copyright and intellectual property rights, or have obtained the consent of any affected third parties.

Any publication on the company’s social network profiles, whether text, graphics, photographs, videos, etc., which infringes or may infringe standards of morality, ethics, good taste or decency and/or which infringes, violates or breaches intellectual or industrial property rights and/or any other rights protected by law is expressly prohibited.

In such cases, the company reserves the right to remove the content immediately and may request the permanent blocking of the user. MOVELIA shall not be held responsible for content freely published by a User.

Cookies.

Access to this website may involve the use of cookies. Cookies are small amounts of information stored in the browser used by each user so that the server can remember certain information that may subsequently be used. This information makes it possible to identify you as a specific user and to save your personal preferences, as well as technical information such as visits or specific pages that you visit.

Users who do not wish to receive cookies or who wish to be informed before cookies are stored on their computer can configure their browser accordingly. For further information, please refer to our “Cookies Policy”.