Privacy Policy

1. Legal framework

In accordance with Regulation (EU) 2016/679 (“GDPR”) and the French Data Protection Act of January 6, 1978, as amended, SERVICE VTC REIMS is the data controller for the data collected through its Services.

2. Data we collect

• Identification and contact details: last name, first name, phone number, email address, mailing address.
• Payment data: processed by our payment provider (Stripe); no card data is stored on our systems.
• Ride details: pickup and destination addresses, date and time, number of passengers and children’s ages, luggage, flight or train number.
• Messages: requests sent through the website form and your messages by email or WhatsApp.
• Technical data related to the use of the site (cookies, see our cookie policy); for an online booking (booking a quote by card, direct booking), a hash of your IP address and your browser’s technical identifier (user-agent), to limit abuse and to prove acceptance of the terms and conditions of sale (legitimate interest); for an online signature of a quote, your IP address, to prove the signature (legitimate interest).

To answer a quote request, we need at least your name, an email address or phone number, and the trip you want; without this information, we cannot prepare a quote.

3. Purposes and legal bases

• Performance of the contract and pre-contractual steps: replying to your quote requests, managing bookings, invoicing, safety, handling complaints.
• Legal obligation: invoicing, accounting, tax filings.
• Legitimate interest: fraud prevention, internal statistics, customer relationship management.
• Consent: cookies and trackers that require your consent, described in our cookie policy; you can withdraw your consent at any time.

4. Recipients

Your data is processed by SERVICE VTC REIMS. Depending on their role, the following recipients receive some or all of it:

• VTC operators and chauffeurs who perform the Service: name, phone number, addresses and flight number.
• OVH (France): hosting for our website and management server.
• Cloudflare: website delivery and security.
• Google: email (Gmail), calendar, website analytics (Google Analytics) and address entry (Google Maps).
• Stripe: payment.
• Meta (WhatsApp): messaging.
• Anthropic: artificial intelligence assistant (see section 6).
• Our accountant (France): accounting.

5. Transfers outside the European Union

Some of these providers, including Google, Cloudflare and Anthropic, process data in the United States. Depending on the provider, these transfers are covered by the EU-U.S. Data Privacy Framework or by the European Commission’s standard contractual clauses. To learn more about these safeguards or to get a copy, email us at [email protected].

6. Artificial intelligence assistant

The requests we receive are sorted by an artificial intelligence assistant provided by Anthropic (United States), which uses their content to prepare draft quotes and replies. A person reviews every draft before anything is sent. Some decisions are, however, made automatically by our booking system, without human involvement, under the terms and conditions of sale: the lapse of your request, with nothing charged and, where applicable, the authorization on your card released, failing confirmation or payment by the deadline set for booking a quote by card, if the quote has changed or is no longer valid, or if the bank authorization expires before confirmation; the immediate confirmation, with the amount charged, of a booking for a ride too close to allow a response period; and the refusal of such a booking, or of a direct online booking, when no vehicle is available for the time slot. For each of these decisions, you may ask for a person to review it, express your point of view and contest it by emailing [email protected].

7. Retention period

• Customer relationship and requests that did not lead to a booking: 3 years after the last contact.
• Accounting records (invoices): 10 years (art. L123-22 of the French Commercial Code).
• Proof of an online booking or signature (date and version of the accepted terms and conditions of sale, submitted summary, IP address or its hash): 10 years from the performance of the Service, kept with the invoice (art. L213-1 of the French Consumer Code).
• Analytics data: 14 months at most.
• Your cookie choice: we ask again after 6 months.

8. Your rights

You have the following rights over your data: access, rectification, erasure, restriction, objection, portability, as well as the right to give instructions about what happens to your data after your death.

These rights can be exercised by email to [email protected] or by mail to our registered office. If we have reasonable doubts about your identity, we may ask you for proof of identity. We will respond within one month.

9. Complaint to the CNIL

If you believe your rights are not being respected, you may lodge a complaint with the French data protection authority, the CNIL: www.cnil.fr.

10. Cookies

Our site uses cookies needed for it to work and, with your consent, analytics trackers. If you accept them, your browser’s analytics identifier is attached to your quote request. We use it to see which page brought you to us and to measure bookings made through the site. You can accept or decline them in the banner shown on your first visit and change your mind at any time using the “Manage cookies” link at the bottom of every page or your browser settings. See our cookie policy.

11. Contact

If you have any questions about this policy or your data, please contact:
SERVICE VTC REIMS
17 Esplanade le Rouet, 51100 Reims, France
Email: [email protected]
Phone: +33 6 51 49 90 81