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Marcel’s Privacy Policy

As a socially responsible and committed private driver service, at Marcel we want to offer you the best private driver experience while strictly respecting your privacy. To this end, we need to analyse your travel habits in order to offer you a personalised service. The confidentiality and security of your personal data is at the heart of our concerns.

The purpose of this Customer Privacy Policy is to give you a clear and transparent overview of the data we collect, how it is used and the rights you have regarding it. If you are a driver, please consult the Politique de Confidentialité Chauffeurs.

The conditions governing your use of the Marcel service are always defined in our General Terms and Conditions.

1. List of personal data collected

a. Personal data collected when you register

- Contact details (necessary for the operation of your department) :

surname
first name
e-mail address
phone number,
company to which your account is linked, if applicable,
sponsorship code used (if you have been sponsored)

- Payment details (necessary for the operation of your service):

When you register or make your first journey, you provide us with your credit card details. This data is processed and stored exclusively by our payment service provider and we do not have access to it.

(b) Personal data collected when you use the service (making a journey)

date and time of booking
booking channel (on the website, on the app, by phone)
departure address, date and time
arrival address,
flight or train number if given at the time of booking
driver and vehicle assigned,
passenger's name, email and phone number (if given at the time of booking)
rating assigned to the journey, date and time of rating
any comments made by the customer before or after the journey,
journey status, payment status
price of journey (including waiting time charged) and method of payment
promotional code and any credit used

(c) Personal data collected during your browsing of the website and/or our mobile application

date, time, pages visited, interactions and time spent on the website
date, time, pages visited, interactions and time spent on the mobile application
version of mobile application installed

(d) Data from surveys and questionnaires

by default, all the data we collect as part of satisfaction surveys and questionnaires is anonymous, unless you provide us with your contact details in the survey (always optional)

(e) Collection of cookies

Marcel participates in and complies with all the Specifications and Policies of the IAB Europe Transparency & Consent Framework. Marcel uses Consent Management Platform n°92.

You can change your choices at any time.

2. Use of your personal data

Marcel is committed to making reasonable use of your personal data in accordance with the General Data Protection Regulation (GDPR).

Here are the processing operations that are carried out, the personal data that is used for each processing operation and the framework in which we carry out these processing operations (legal basis):

(a) Provision of the service

e.g. booking a journey, assigning a driver, handling a complaint

contact details
payment details
service usage data

Legal grounds: performance of contract, legitimate interests

(b) Statistics, analysis of your consumption: to improve the service and provide you with offers tailored to your usage.

e.g. analysis of how often you book on our platform

contact details
service usage data
data from questionnaires or surveys
browsing data

Legal grounds: performance of the contract, legitimate interests

(c) Communication in connection with the provision of the service:

e.g. sending a text message to inform you that the driver is approaching, sending your invoice by email

contact details
service usage data

Legal grounds: performance of contract, legitimate interests

(d) Processing your payments and preventing and detecting fraud:

e.g. to pay for your journey or detect fraudulent use of your account

payment data

Legal grounds: performance of the contract, legitimate interests, compliance with legal obligations

(e) Communicating with you for customer relations or marketing purposes:

e.g.: sending you an email to offer you a promotional code, or a notification to inform you of new features.

contact details
service usage data
browsing data
data from questionnaires or surveys

Legal basis: consent, legitimate interests

Marcel participates in and complies with all the Specifications and Policies of the Transparency & Consent Framework of the IAB Europe. Marcel uses Consent Management Platform n°92. You can change your choices at any time by clicking here.

3. Sharing your personal data

We will not share your personal information except :

When we need to apply the terms of use or policies that we ask customers to accept; Marcel uses technical partners to carry out certain processing (payment service provider, email sending service provider, ...).Marcel and its partner drivers have included as part of their contractual relationship an agreement on their respective obligations for the purposes of ensuring compliance with the requirements of the RGPD and the French Data Protection Act. All these partners have undertaken to comply with the obligations relating to the RGPD, and we are particularly vigilant in this respect.
When we need to protect the security, rights and property of our customers or third-party partners
Where we need to satisfy legal processes or where disclosure of data is required by law
If a merger, acquisition or sale of assets means that we have to share the information with a third party, subject to informing you in advance and to your not objecting, in accordance with the applicable legislation
For the purposes of personalising online advertising: advertising profiling on third party websites. Marcel does not transmit any data that can be used to identify you directly. Only technical identifiers and socio-demographic data may be shared as part of audience identification. You may refuse to allow your identification data to be used to create profiles by objecting to it on the platforms. The legal basis used for the use of account data for advertising profiling purposes is legitimate interest.

4. Data retention and deletion

In the event of inactivity on your part, and in particular if you no longer visit the website or use the application or do not respond to the emails we send you, your personal data will be automatically anonymised within a maximum period of 6 years after your last activity.

You may request the deletion of your personal data at any time by writing to Marcel (mesdonnees@marcel.cab). In this case, we will make the data anonymous so that you can no longer be identified, except in cases where the data will be retained for another legal basis, for example in the following situations:

Marcel's legitimate interests (unresolved problem of non-payment or dispute concerning you, fraud prevention, security);
compliance with legal or fiscal obligations.

5. Users' rights and how to exercise these rights

Since 25 May 2018, the GDPR has given you new rights regarding your personal data. We have therefore added new facilities enabling you to exercise them.

The following rights apply to your personal data collected by Marcel:

Right of access: you can ask us at any time to access the personal data we process ;
Right of rectification: you may ask us to modify or update your personal data if it is inaccurate or incomplete;
Right to be forgotten: you can ask us to permanently delete your personal data. In this case, we will make your details anonymous so that we can no longer associate you with the journeys you have made. We will keep the anonymised journeys for statistical purposes;
Right to restriction: you may ask us to temporarily or permanently stop the processing of all or part of your personal data;
Right to object: you may refuse the processing of your personal data at any time for personal reasons. For example, you can refuse to receive our newsletters from your customer account;
Right to data portability: you can ask us for a copy of your personal data in electronic format. These data are yours: you can transmit them if you wish.

You can unsubscribe from the newsletter at any time from your customer account.

You can exercise your other rights at any time by sending us an e-mail with your contact details and a copy of proof of identity to the following address: mesdonnees@marcel.cab.

In the event of the user's death, the heirs providing proof of their identity may request, at the same address, that the death be taken into account and that the deceased's personal data be rendered anonymous.

In the event of a favourable response to your request, we undertake to reply within one month, unless there are particular complications, in which case you will be kept informed of the processing time.

6. Transfer of personal data outside the European Economic Area

We may need to transfer your personal data outside the European Union in order to manage the services we offer. In such cases, we take particular care to ensure that this transfer is carried out in compliance with the applicable regulations and put in place guarantees ensuring a level of protection of your privacy and your fundamental rights equivalent to that offered by the European Union. We can provide you with more information about these transfers on request to mesdonnees@marcel.cab.

7. Security of personal data

The security of your personal data is crucial to us.

We adopt a range of technical and organisational measures to ensure the security of your data, in particular data encryption procedures, access control and intrusion tests to reinforce our security.

We also deploy a monitoring system to detect any breach or intrusion attempt as quickly as possible.

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We hope that this document has enabled you to find out more about Marcel's use of your personal data.

If you still have any questions or wish to exercise your rights, please do not hesitate to contact us at the following address: mesdonnees@marcel.cab.

Marcel's Data Protection Officer can be contacted at the same address: mesdonnees@marcel.cab.

If you are not satisfied with the response you receive, you can also lodge a complaint with the CNIL.