1. Who We Are

TheVanApp is operated by Asergis Operations Limited, a company registered in Malta with its registered office at Suite 17, Stonegate, 20 Triq Bernadette, San Gwann SGN 1467, Malta. We are the data controller for the personal data we collect through the Platform.

We are committed to protecting your privacy and handling your personal data in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act (Chapter 586 of the Laws of Malta).

2. What Data We Collect

Account Information: When you create an account, we collect your name, email address, phone number, and password.

Booking Information: When you make a booking, we collect pickup and drop-off addresses, item descriptions, booking time and date, and payment information.

Location Data: With your consent, we collect real-time location data during active bookings to enable live tracking. We also collect approximate location data to match you with nearby drivers.

Payment Data: We collect payment card details, which are processed and stored securely by our payment processor. We do not store full card numbers on our systems.

Communications: We retain records of your communications with our support team to help resolve disputes and improve our service.

Device and Usage Data: We collect information about the device you use to access the Platform, including IP address, browser type, and usage patterns, to improve our service and prevent fraud.

3. How We Use Your Data

We use your personal data for the following purposes:

Providing the Service: To process bookings, match you with drivers, process payments, and provide customer support.

Safety and Security: To verify identities, prevent fraud, and ensure the safety of our platform and users.

Communications: To send you booking confirmations, receipts, and important service updates. With your consent, we may also send you marketing communications.

Improving the Platform: To analyse usage patterns, conduct research, and improve the features and performance of our Platform.

Legal Compliance: To comply with our legal obligations, including tax reporting and responding to lawful requests from authorities.

4. Legal Basis for Processing

We process your personal data on the following legal bases:

Contract Performance: Processing necessary to fulfil our contract with you (e.g., processing bookings and payments).

Legitimate Interests: Processing necessary for our legitimate business interests (e.g., fraud prevention, platform improvement), where these interests are not overridden by your rights.

Legal Obligation: Processing necessary to comply with our legal obligations.

Consent: Where we rely on your consent (e.g., for marketing communications or location tracking), you have the right to withdraw your consent at any time.

5. Location Data

We collect and use location data to provide our core service, including matching customers with nearby drivers and enabling real-time tracking during bookings. Our full Location Information Policy is available on our website.

Location data is collected only when the app is in use and only with your explicit consent. You can withdraw your consent to location tracking at any time through your device settings, but this may affect your ability to use certain features of the Platform.

We do not sell your location data to third parties or use it for advertising purposes.

6. Data Sharing

We share your personal data with the following categories of recipients:

Drivers: We share your name, pickup/drop-off location, and contact details with the driver assigned to your booking.

Payment Processors: We share payment information with our secure payment processing partners to process transactions.

Service Providers: We use third-party service providers for hosting, analytics, and customer support. These providers are bound by data processing agreements and may only process your data on our instructions.

Legal Authorities: We may disclose your data to law enforcement or regulatory authorities where required by law or to protect the safety of our users.

We do not sell your personal data to third parties.

7. Data Retention

We retain your personal data for as long as necessary to provide our services and comply with our legal obligations. Specifically:

Account data is retained for the duration of your account and for 3 years after account closure. Booking data is retained for 7 years for tax and legal compliance purposes. Location data is deleted within 90 days of the booking being completed. Communication records are retained for 2 years.

8. Your Rights

Under GDPR, you have the following rights regarding your personal data:

Right of Access: You can request a copy of the personal data we hold about you.

Right to Rectification: You can request that we correct any inaccurate or incomplete data.

Right to Erasure: You can request that we delete your personal data in certain circumstances.

Right to Restriction: You can request that we restrict the processing of your data in certain circumstances.

Right to Data Portability: You can request a copy of your data in a structured, machine-readable format.

Right to Object: You can object to the processing of your data for direct marketing or where we rely on legitimate interests.

To exercise any of these rights, please contact us at [email protected]. We will respond within 30 days.

9. Cookies

We use cookies and similar tracking technologies on our website to improve your experience and analyse usage. You can control cookie settings through your browser settings. Essential cookies are required for the Platform to function and cannot be disabled.

10. Contact and Complaints

If you have any questions or concerns about this Privacy Policy or how we handle your personal data, please contact our Data Protection Officer at [email protected].

You also have the right to lodge a complaint with the Office of the Information and Data Protection Commissioner (IDPC) in Malta at idpc.org.mt if you believe we have not handled your data in accordance with applicable law.