NOTICE - CONCERNING THE PROCESSING OF PERSONAL DATA
Taking into account the provisions of the General Data Protection Regulation, which targets natural persons, regardless of their citizenship or place of residence, with regard to the processing of personal data, VELTRAVEL tries to protect as much as possible the right to privacy and the image of users the site.
We intend to offer website users a safe online experience that does not negatively affect their personal life. In this sense, we make every effort to ensure that the information you enter in our database is used exclusively for the purposes you have in mind.
When you register on VELTRAVEL by creating an account, by accessing it, by reserving or purchasing various VELTRAVEL services and products or by activating promotional or advertising messages, VELTRAVEL will process personal information of a nature to identify a certain person.
Personal data provided by you
When you order or purchase a service from our website or through our other contact methods (phone, email, chat, face to face at our headquarters, Facebook or any social network, WhatsApp, etc.), we will ask you to provide us with personal information, including name and surname, date of birth, gender, address, details of the identity document used during the trip (identity card or passport), telephone number, email address, credit card information and nationality, details for invoicing, including CNP, a copy of the identity card of the person paying with cash/card through the POS at our agency headquarters.
Depending on the choices you make, among our services, if they include a plane ticket, we will also retain the following information: plane ticket number, reservation number, ticket price, reservation code, flight number, date and the place of departure/return, the destination of the flight and any other details regarding the service related to the plane ticket.
If the chosen services include hotel accommodation, travel packages, car rental, transfers, tickets to the destination or any other travel service, we will retain the following information: reservation number, voucher number, reservation price, name of the hotel, number of stars of the hotel , the destination or any other information related to the accommodation services/travel package.
If the services chosen by you are linked to a travel insurance number, we will also retain all the information related to the insurance: the destination, the period covered, the price of the insurance, the personal details insured.
When you create an account on our website, we will ask you to provide us with personal information, including your first and last name, gender, phone number, email address and password.
The user account allows you to benefit from STAR Veltravel discounts , to have information about previous reservations, invoice details and other useful information.
When you subscribe to the VELTRAVEL.RO Newsletter, we will ask you to provide us with your email address or your first and last name.
If you subscribe to our Newsletter, we may ask you for details that help us provide you with the best offers according to your preferences.
When you write to us, using the forms on our website, we ask you to provide us with your contact information: name and surname, email address, phone number.
The personal data you provide us about other people
The personal data we collect automatically
When you visit the VELTRAVEL website, we automatically collect certain information, which includes, but is not limited to, your IP address, cookie information, specifically the date and time you accessed our services, hardware, software or browser that you use and information about your computer's operating system, such as language settings and the location from which you access our services.
When you create an account on our website, when you purchase a service or when you subscribe to our Newsletter, we also collect information about your search and purchase history and about the activity on our website, including information about clicks and the pages you have seen.
Collection and use of personal data by VELTRAVEL
VELTRAVEL uses the stored personal information - the details provided during registration and the activity you carried out on our site - especially to facilitate your access to the site, to improve products and services and to inform you about the latest products and services you are interested in.
We may use your personal data exclusively for the following purposes ("Authorized Purposes"):
First of all, we use your personal data to provide you with the travel services you have ordered.
We use your personal data to contact you about the services you have purchased from us. It is possible to contact you by email, post, phone or text messages. The method depends on the contact information you previously shared with us and the method by which you contacted us.
Reasons we may contact you include:
- managing the travel services you have purchased;
- confirmation, on your part, of the details of the trip;
- offering, free of charge, our consulting services for the services related to the purchased trip: how to get from the airport to the hotel, what to visit at the destination, which area of the chosen destination is recommended for booking accommodation, etc.;
- the response to/or management of any requests from the user;
- sending, to the user, a questionnaire or the invitation to give us a review of the experience with us, following the purchase of our services;
- sending, to the user, other information or administrative materials related to the services you have purchased, such as security alerts, how to contact us in case you need assistance while you are away and information that we consider they could be useful in planning your vacation;
- sending you a questionnaire or inviting you to give us a review of your experience with the service provider or the hotel;
- sending you materials related to future reservations or a summary of previous reservations you made through VELTRAVEL;
- if you tell us that a guest review is useful or not, we will add this aspect to the feedback received from other customers, in order to sort and prioritize guest reviews. We do this to help other customers like you find the best services that suit them.
Customer relations service
You can contact our customer relations service from Monday to Friday between 09.00 - 20.00 and Saturday between 10.00 - 14.00
Your personal data, such as information about the services you have purchased or information about your user account, is used to find the right solutions for your requests and to answer any questions you may have with regarding the services you have purchased or any other questions.
When you contact us (by phone, email, chat, face to face at our headquarters, Facebook or through any other social network, WhatsApp, etc.) VELTRAVEL agents will ask you for some details, in order to properly identify you. ask questions about the details you provided to us during the reservations made, so that if you are unable to provide us with sufficient details, we may not be able to help resolve your request.
Creating your account on our website
We allow you to create a user account on our website.
We use the information you provide us to administer this account, allowing you to purchase our services, manage the purchased services, benefit from special offers and manage your settings.
We use the personal data provided by you for marketing activities, which may include:
- the use of your email address, to send you the newsletter (Newsletter) regarding our products and services or to provide the service You can unsubscribe from marketing communications by email, at any time, by clicking on the Unsubscribe link , included at the end of each email;
- based on the information regarding your previous searches and purchases, we can include personalized offers in our Newsletters, to allow you to choose from the best offers that might interest you;
- if participated in other promotional activities that we carry out, relevant information will be used for the administration of these activities;
- from time to time, we may ask you to participate in marketing research. When you are invited to participate in such research, you will receive all the information necessary to understand what personal data is collected and how your personal data is further used.
Improving the quality of our services
We constantly strive to improve our services and it is possible to use personal data for analytical purposes, to optimize and customize our online platform according to your needs, making our site easier to use and more enjoyable and to improve our Customer Relations Service.
When you use our customer service phone lines to contact us or when we contact you by phone, we may record the call for the following reasons: improving the quality and performance of our team, handling complaints, training materials. During telephone conversations with our customer service team there may be live listening or the calls may be recorded for quality control and training purposes, which include the use of recordings, for handling complaints and for the purpose of detecting attempted fraud .
We may use your data to comply with our legal obligations (such as, for example, record keeping obligations), for compliance verification or registration obligations (for example, under antitrust laws, export laws, trade sanctions and laws regarding the embargo, laws against money laundering, financial and credit verification and the prevention of fraud and crimes and for the purpose of detecting them).
It is also possible to use your data, if necessary, in order to comply with court orders and to pursue and defend our legal rights.
The security of our headquarters
Our office is located in an office building that has 24-hour security
Video surveillance systems are used to ensure security, for purposes related to the safety of people and the security of buildings and property. To support these purposes, video surveillance may be used to monitor the exterior and interior areas of our offices where there is no reasonable expectation of privacy.
The legal grounds for processing your personal data
Taking into account the fact that you have the right to know the purpose of the processing of your personal data, we will inform you before processing the personal data for purposes other than those for which you disclosed your personal data.
Execution of contracts with our clients
Based on the contract or the terms and conditions accepted by you, as a customer of VELTRAVEL, we will process the personal data you have provided us, as well as any other data necessary for us to be able to provide you with the services ours, according to the contractual provisions and those of the Romanian law.
The execution of the contract concluded with you is the legal basis for the processing of your personal data for the following purposes: the provision of our services, communication with you and activities related to the customer relations service.
It is possible for us to use your information for legitimate interests, such as the provision of our services, if the service is purchased by a person other than the beneficiary.
It is possible to use your information for our legitimate interests, to be able to offer you the best and appropriate content of the website, emails and newsletters, to improve and promote our products and services and the content of the website our website and for monitoring calls, for administrative purposes, including for the security of our headquarters and for legal purposes.
If you purchased a service from the VELTRAVEL website, we will subscribe you to our newsletter, for related products and services, according to Romanian law. You have the option to opt out of receiving such Newsletters, both at the time of purchasing the service or by clicking on the "unsubscribe" button at the end of each email, as well as by sending us an email with the text "Unsubscribe" at email@example.com
We use your personal data based on your specific consent to subscribe to our newsletter regarding our products and services. You can withdraw your consent by clicking on the unsubscribe button at the end of each email or by sending an email with the text "Unsubscribe" to office@veltravel .com
We also rely on your consent when you create your user account on our website. You can withdraw your consent by deleting your account at any time.
It is possible for us to process some of your data, in the context of the provision of services, based on legal obligations (e.g. for reporting purposes or for anti-money laundering purposes) or the obligations imposed on the VELTRAVEL website by applicable laws.
Distribution and disclosure of personal information
As a rule, VELTRAVEL will not provide (through sale or rental) your personal information to third parties. However, VELTRAVEL will transmit the information to third parties, when this is necessary for the purpose of data processing, such as the following cases:
Travel service providers
The personal data necessary to provide the travel services you have purchased will be transferred to third-party companies, so that the ordered travel services can be provided.
It is possible to work with business partners, who offer services sold on our website (accommodation, insurance, payment providers or other travel-related services). When you purchase a service from us, certain personal data necessary for the provision of such services, such as your name and email address, home address, payment details and other relevant information, may be transmitted to partners our business. The data transmitted to our business partners is limited to the personal data necessary to provide the service, according to those established by the business partners.
It is possible to disclose personal data to the institutions that apply the law, to the extent that this is required by law or is strictly necessary for the prevention, detection or criminal prosecution of crimes and frauds or if we are otherwise obliged, by law, to do this thing.
We may have to disclose personal data to the competent authorities in order to protect and defend our rights or assets or the rights and assets of our business partners.
In certain specific situations, when we collect your personal data, it is possible to ask for your consent to transmit said data to third parties. In this case, we will inform you about such processing and we will not transmit the data before obtaining your consent.
Duration of storage
We have implemented technical and organizational measures to organize the process and the criteria presented for the deletion of your personal data.
Your personal data will be deleted when they are no longer reasonably necessary for the authorized purposes or when you withdraw your consent (where applicable) and it is no longer necessary, from a legal point of view, for us to we still store this data.
However, we will retain your personal data, where it is necessary for us to support or defend you or others against any legal claims, until the end of the relevant retention period or until the claims in question have been solved.
Persons authorized to process personal data
For the processing of personal data, we can use authorized persons for the processing of personal data, such as providers of IT solutions necessary for business management, including accounting solutions, providers of contract management solutions or conference organizers. We will conclude agreements for the processing of personal data with all persons authorized to process personal data, which will include appropriate clauses, which will ensure that they assume their obligations to process personal data (including the obligation to delete them) in the agreement fully with the applicable laws and that it offers adequate protection of your personal data.
Security of personal data
Personal data is secured against threats and we ensure that it is protected by an IT infrastructure and appropriate security measures. Moreover, we have implemented internal measures that allow us to discover, notify and document security breaches in the shortest possible time.
If we discover any violation of personal data, which presents a risk for your rights and freedoms, we will inform the National Supervisory Authority for the Processing of Personal Data. You will be informed about the violation of your personal data, if this leads to a high risk for your rights and freedoms.
Your rights regarding the processing of personal data:
You have the following rights for the processing of personal data:
- The right to access your own personal data.
- The right to correct your own inaccurate personal data.
- The right to restrict the processing of your personal data. This right is available to you when:
- contest the accuracy of your personal data that we process;
- the processing of your personal data is illegal;
- we no longer need your personal data, for the purpose of processing, but they are necessary for ascertaining, exercising or defending a right in court;
- you have objected to the processing of your personal data, for the period of time in which it is checked whether the legitimate rights of the operator prevail over your rights.
If you have questions about the processing of your personal data or if you want to send us a request or exercise any of your rights related to the processing of personal data, please contact us at firstname.lastname@example.org
We will analyze each request and inform you about the actions taken, as soon as possible, within a maximum of one month. If we need more information from you, or if we encounter difficulties in solving the request, we will inform you without delay regarding the fact that we need more time to perform a proper analysis of your request.
If you consider that we have not managed to solve all the requests or if you are not satisfied with our answers, you can submit a petition to the National Supervisory Authority for the Processing of Personal Data. You can also appeal to the courts.
Amendments to the Personal Data Protection Policy
If we decide to modify this notice, in order to provide better protection of your rights and personal data, we will publish the new version here, and it will replace the current version.
Thank you for the trust you place in us regarding your personal data and for spending some of your time reading our notification regarding the processing of personal data. Please, do not hesitate to contact us if you have any questions related to your personal data and the processing of this data by us.