Privacy Policy

1. Information We Collect

At ByME Transport and Relocation Group S.L. (hereinafter "ByME" or "we"), user privacy is a fundamental priority. This Privacy Policy describes what personal data we collect, how we use it, with whom we share it and what rights you have under the General Data Protection Regulation (GDPR) and the Spanish Organic Law 3/2018 (LOPDGDD).

We collect personal information that you voluntarily provide when interacting with us through our website, mobile applications, emails, online forms, or telephone calls. The types of data we may collect include:

• Identification data: Name, surname, ID/passport number (required for customs procedures or contracts).
• Contact data: Email address, telephone number and postal address (origin and destination of the move).
• Transactional data: Information about contracted services, order history, billing details and payment receipts.
• Service-related data: Goods inventories, item valuations, preferred service dates, and any other information necessary for the logistics of your move.
• Images and videos: The photos or videos of rooms and items that you send us so that we can estimate the inventory. We recommend that they do not show people or documents.
• Communications: The content of your conversations with our virtual assistant or with our team via chat, WhatsApp or email.
• Browsing data: IP address, browser type, visit duration and pages consulted, collected through cookies and similar technologies (see our Cookie Policy).

It is the user's responsibility to ensure that the data provided is truthful, accurate and up to date. ByME is not responsible for incidents arising from errors in the information provided by the client.

2. Use of Information

We process your personal data for the following legitimate purposes:

• Service provision: Managing quotes, organising moves, coordinating transport and storage services, and carrying out necessary customs procedures.
• Customer support: Responding to your queries, incidents or information requests sent through our contact channels, including our virtual assistant (see section 4).
• Administrative and tax management: Issuing invoices, managing payments and collections, and complying with accounting and tax obligations.
• Commercial communications: Sending you information about offers, news or complementary services related to your move, provided you have given express consent or there is a legitimate interest based on a prior contractual relationship. You may unsubscribe at any time.
• Measuring our communications: Knowing whether the messages we send you are delivered, opened and interacted with (see section 5).
• Service improvement and security: Analysing the quality of our services, conducting satisfaction surveys, detecting fraud and ensuring the security of our web platform.

The legal basis for processing your data is:

• The performance of a contract or pre-contractual measures (quotes).
• Compliance with legal obligations (tax, administrative).
• The consent of the data subject (for commercial communications or non-essential cookies).
• The legitimate interest of ByME (for security, fraud prevention, service improvement, support through the virtual assistant and measuring our communications).

3. Sharing Data with Third Parties

ByME does not sell or rent your personal data to third parties. However, in order to provide our services efficiently, we may need to share certain information with:

• Service providers: Transport companies, customs agencies, insurers, storage companies and logistics partners involved in executing your move. These third parties only have access to the data necessary to perform their functions and are required to treat it confidentially.
• Technology providers: Companies that provide us with hosting and cloud services, electronic communications, payment processing and artificial intelligence. They act as data processors, under contract and following our instructions.
• Payment platforms and financial institutions: To process payments and comply with banking regulations.
• Authorities and public bodies: When required by law (tax authorities, law enforcement, courts) or necessary for international customs procedures.
• Professional advisors: Auditors, lawyers and accountants, bound by professional secrecy.

In the case of international moves outside the European Economic Area (EEA), your data may be transferred internationally to destination or transit countries. Some of our technology providers may also process data outside the EEA. In such cases, we ensure that the appropriate safeguards provided for in the GDPR are applied, such as the standard contractual clauses approved by the European Commission.

4. Virtual Assistant and Artificial Intelligence

Some features of our services use artificial intelligence tools to help us serve you better and manage your move more efficiently:

• Virtual assistant: On our website and on other support channels, such as WhatsApp, an automated assistant answers your questions about our services and about your quote or booking. We process the content of the conversation and the data you provide in it.
• Inventory estimate: If you send us videos, photos or descriptions of the items to be moved, we analyse them automatically to estimate the inventory and the volume of the move. You can review and correct the result, and our team reviews it when necessary.
• Internal management: Our team may use artificial intelligence tools to summarise and analyse service information and improve the support we provide.

The legal basis is the performance of the contract or pre-contractual measures when the tool is used to prepare or provide your service, and our legitimate interest in responding to you quickly and improving the quality of our services in all other cases.

These tools are not used to make decisions based solely on automated processing that produce legal effects concerning you or similarly significantly affect you.

For these features we rely on artificial intelligence technology providers that act as data processors, under contract, and that do not use your data to train their own models. Where any of them processes data outside the EEA, it does so with the safeguards described in section 3.

We keep conversations with the assistant in order to handle your query and, on the basis of our legitimate interest, to analyse the quality of our answers internally and improve our services. We do not share them with third parties for their own purposes, nor do we sell them. We recommend that you do not include particularly sensitive data in them, such as health data or full bank details.

5. Communications Measurement and Commercial Follow-up

ByME may use measurement features provided by its electronic communications providers to know whether the messages sent have been delivered and, where applicable, opened, and whether the links included in them have been used.

This information may be associated with the recipient of the communication and include data such as the message sent, the date and time it was sent, its delivery, its opening or interaction with its links.

We use this information to manage and measure our communications, understand the interest shown in our services, improve our commercial processes and properly follow up on quotes, bookings and customer relationships.

Where applicable, this processing is based on ByME's legitimate interest in effectively managing its communications and commercial relationships, assessing their effectiveness and providing appropriate support to customers and people who have requested information or a quote, balanced against the rights and interests of the data subjects.

ByME does not use this information to enable third parties to advertise other products or services, nor does it sell information about its users' interactions.

You may object at any time to the processing of your data for direct marketing purposes using the mechanisms indicated in each communication or by contacting ByME.

6. User Rights

As the owner of your personal data, you have the right to:

• Access: Request confirmation of whether we are processing your data and obtain a copy thereof.
• Rectification: Request that we correct inaccurate data or complete incomplete information.
• Erasure ("Right to be forgotten"): Request that we delete your data when it is no longer necessary for the purposes for which it was collected, unless there is a legal obligation to retain it.
• Objection: Object to the processing of your data for reasons related to your particular situation, or for direct marketing purposes.
• Restriction: Request that we restrict the processing of your data in certain circumstances (for example, while we verify its accuracy).
• Portability: Request to receive your data in a structured format and request its transfer to another controller.

To exercise your rights, you may send us a written request to legal@bymegroup.com, accompanied by a copy of your ID or equivalent identification document. We will respond within a maximum period of one month.

You also have the right to file a complaint with the Spanish Data Protection Agency (AEPD) if you consider that we have not processed your data correctly: www.aepd.es.

7. Data Security

ByME applies appropriate technical and organisational security measures to protect your personal data against loss, misuse, unauthorised access, alteration and destruction.

We use encryption protocols (SSL/TLS) for data transmission on our website. We restrict access to personal information to those employees, contractors and agents who need to know it in order to operate, develop or improve our services, and who are subject to strict contractual confidentiality obligations.

However, no internet transmission or storage system is 100% secure. If we detect a security breach that may affect your rights, we will notify you and the competent authorities in accordance with the law.

8. Data Retention

We will retain your personal data only for as long as necessary to fulfil the purposes for which it was collected (for example, the execution of the move and the warranty period). The images and videos you send us to estimate the inventory are kept for as long as necessary to prepare and provide the service and to handle any claims, and conversations with the virtual assistant as described in section 4.

Subsequently, the data will be duly blocked for the legally established periods to address possible legal, tax or administrative liabilities (generally 5 years for tax obligations and 6 years for commercial documentation). Once such liabilities have prescribed, we will proceed with the secure deletion of the information.

9. Contact

If you have any questions about our Privacy Policy, the processing of your data, or wish to make a suggestion, you may contact our Privacy Officer:

• Email: legal@bymegroup.com
• Postal address: Calle de Fuengirola 26, Arroyomolinos, Madrid, Spain.

10. Abuse Protection and Use of reCAPTCHA

To protect our forms (such as the contact form, the quote request or access to your booking management) against spam, bots and automated abuse, we use the Google reCAPTCHA service.

This service analyses the interaction with the page to distinguish whether the data comes from a person or from an automated programme. To do so, Google receives the IP address and other technical data about the device and browser. The legal basis is ByME's legitimate interest in protecting its services against fraud and abuse.

The use of reCAPTCHA is subject to Google's Privacy Policy and Terms of Service.