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Privacy Policy and Cookies Information

Policy updated 5th September 2018

This Privacy Policy sets out how we, TrainClaimer, collect, store and use information about you when you use or interact with our website, www.trainclaimer.com (our website) and where we otherwise obtain or collect information about you. This Privacy Policy is in compliance with the GDPR (General Data Protection Regulation) requirements.

Our details

Chilli Studio Limited (we, our and us) operates the website.

Chilli Studio Limited is a company registered in England under company number 9599758.

Our contact email address is.

Summary

This section summarises how we obtain, store, and use information about you. It is intended to provide a very general overview only. It is not complete in and of itself and it must be read in conjunction with the corresponding full sections of this Privacy Policy.


Google Analytics

A third-party plugin from Google called Google Analytics automatically logs the IP address you use to access our website as well as other information about your visit such as the pages accessed, information requested, the date and time of the request, the source of your access to our website, and your browser version and operating system. We use this information to help us improve the site but the information is retained and controlled by Google. You can opt-out of sending data to Google Analytics for this website by turning off tracking cookies.


Information we collect when you contact us

We collect and use information from individuals who contact us in accordance with this section.

Email:

When you send an email to us, we collect your email address and any other information you provide in that email.

Emails you send us will be stored within the European Economic Area on servers in the United Kingdom.

Contact form:

When you contact us using our contact form, we collect your name, email address, IP address, and the TrainClaimer account ID you are logged into. We also collect any other information you provide to us when you complete the contact form including any optional information, such as phone number.

If you do not provide the mandatory information required by our contact form, you will not be able to submit the contact form and we will not receive your enquiry.

Contact form messages you submit will be stored within the European Economic Area on servers in the United Kingdom.


Information we collect when you interact with our website:

We collect and use information from individuals who interact with particular features of our website in accordance with this section.

Mailing List

When you opt in to our mailing list from your profile, you give us permission to send occasional news and information about the website.


Information we collect when you register an account:

When you register and create an account on our website, we collect the following information:

In addition if you wish to receive compensation from the train companies, we also need:

If you do not provide the mandatory information required by the registration form, you will not be able to register or create an account on our website.

Information you submit to us via the registration form or profile form on our website will be stored within the European Economic Area on servers in the United Kingdom.


Information we collect when you submit a claim

When you submit a claim on our website, we collect and use the following information in accordance with this section:

If you do not provide this information, you will not be able to make the compensation claim for that journey.

Information you submit to us when making a claim will be stored within the European Economic Area on servers in the United Kingdom.


Payments

Information relating to the processing of your payment (for either subscriptions or Credit purchases) is stored within the European Economic Area on our third party payment processor's servers in Ireland. We cannot see or process your payment information ourselves.


Information collected or obtained from third parties:

This section sets out how we obtain or collect information about you from third parties.

Generally, we receive information about you from third parties, predominantly Google, Facebook and Tawk.to.

It is also possible that third parties with whom we have had no prior contact may provide us with information about you.

Information we obtain from third parties will generally be your name and contact details, but will include any additional information about you which they provide to us.


Where we receive information about you in error:

If we receive information about you from a third party in error and/or we do not have a legal basis for processing that information, we will delete your information.

In certain circumstances we will obtain information about you from certain publicly accessible sources, both EU and non-EU, such as online customer databases, business directories, social media, and websites.


Our use of profiling:

We use profiling on our website. We do not consider that this has any legal effect on you or similarly significantly affects you.

You have the right to object to our use of profiling described in this section. You can do that by opting-out of cookies and similar technologies in accordance with the method described in the relevant section below. If you do not want us to process your actual IP address, when you visit our website, you can use a Virtual Private Network (VPN) or a free service.

You can find out more about our use of cookies and similar technologies and how to opt out from them in our cookies policy below.

Profiling

Profiling is any form of automated processing of your information to evaluate personal aspects about you, in particular to analyse or predict things like your performance at work, economic situation, health, personal preferences, interests, reliability, behaviour, location or movements.

Our web analytics service, Google Analytics, collects information such as your location and your behaviour when you access our website. We will only process information from cookies if you have consented to us setting cookies on your computer in accordance with our cookies policy below.

Information collected about you in this way is anonymised and stored on an aggregate basis on Google's servers.


Disclosure and additional uses of your information

This section sets out the circumstances in which will disclose information about you to third parties and any additional purposes for which we use your information.

Disclosure of your information to service providers:

We use third parties to provide us with services which are necessary to run our business or to assist us with running our business.

Your information will be shared with the service providers where necessary to provide you with the service you have requested, predominantly to process your compensation claims.

We do not display the identities of all of our service providers publicly by name for security and competitive reasons. If you would like further information about the identities of our service providers, however, please contact us directly via our contact form or by email and we will provide you with such information where you have a legitimate reason for requesting it.

Your information will then be stored on their servers and will be subject to any individual terms and conditions and privacy policies in place, which may change from time to time.

Disclosure of your information to other Third Parties:

We may disclose your information to other third parties in specific circumstances, as set out below.

Providing information to third parties such as Google Inc: Google collects information through our use of Google Analytics on our website. Google uses this information, including IP addresses and information from cookies, for a number of purposes, such as improving its Google Analytics service. Information is shared with Google on an aggregated and anonymised basis. To find out more about what information Google collects, how it uses this information and how to control the information sent to Google, please see the following page: https://www.google.com/policies/privacy/partners/

Information collected by Google Analytics is stored on Google's servers.

Sharing your information with third parties which are either related to or associated with the running of our business or where it is necessary for us to do so:

These third parties may include:

We will ensure they comply with all necessary legislation before commissioning them to carry out work on our behalf, and whenever possible information will be anonymised or incomplete.

Sharing your information with a prospective or actual purchaser in the context of a business sale, acquisition or merger:

In which case we will advise all users in the event of a sale, merger or acquisition and allow you to close your account and remove all information from our servers before your information is shared or sold.

We do not display the identities of all of the other third parties we may share information with by name for security and competitive reasons. If you would like further information about the identities of such third parties, however, please contact us directly by email and we will provide you with such information where you have a legitimate reason for requesting it.


Disclosure and use of your information for legal reasons

Indicating possible criminal acts or threats to public security to a competent authority:

If we suspect that criminal or potential criminal conduct has been occurred, we may in certain circumstances need to contact an appropriate authority, such as the police. This could be the case, for instance, if we suspect that we fraud or a cybercrime has been committed or if we receive threats or malicious communications towards us or third parties.

We will generally only need to process your information for this purpose if you were involved or affected by such an incident in some way.

In connection with the enforcement or potential enforcement, our legal rights:

We will use your information in connection with the enforcement or potential enforcement of our legal rights, including, for example, sharing information with debt collection agencies if you do not pay amounts owed to us when you are contractually obliged to do so. Our legal rights may be contractual or non-contractual.

In connection with a legal or potential legal dispute or proceedings:

We may need to use your information if we are involved in a dispute with you or a third party for example, either to resolve the dispute or as part of any mediation, arbitration or court resolution or similar process.

For ongoing compliance with laws, regulations and other legal requirements:

We will use and process your information in order to comply with legal obligations to which we are subject. For example, we may need to disclose your information pursuant to a court order or subpoena if we receive one to the National Crime Agency in connection with suspected or potential money laundering matters.


How long we retain your information:

This section sets out how long we retain your information. We have set out specific retention periods where possible. Where that has not been possible, we have set out the criteria we use to determine the retention period.

Retention periods:

Criteria for determining retention periods:

In any other circumstances, we will retain your information for no longer than necessary, taking into account the following:


How we secure your information

We take appropriate technical and organisational measures to secure your information and to protect it against unauthorised or unlawful use and accidental loss or destruction, including:

Transmission of information to us via email:

Transmission of information over the internet is not entirely secure, and if you submit any information to us over the internet, you do so entirely at your own risk.

We cannot be responsible for any costs, expenses, loss of profits, harm to reputation, damages, liabilities or any other form of loss or damage suffered by you as a result of your decision to transmit information to us by such means.


Your rights in relation to your information:

Subject to certain limitations on certain rights, you have the following rights in relation to your information, which you can exercise by sending an email to:

In accordance with Article 77 of the General Data Protection Regulation, you also have the right to lodge a complaint with a supervisory authority, in particular in the Member State of your habitual residence, place of work or of an alleged infringement of the General Data Protection Regulation.

Further information on your rights in relation to your personal data as an individual:

The above rights are provided in summary form only and certain limitations apply to many of these rights. For further information about your rights in relation to your information, including any limitations which apply, please visit the following pages on the ICO's website:

You can also find out further information about your rights, as well as information on any limitations which apply to those rights, by reading the underlying legislation contained in Articles 12 to 22 and 34 of the General Data Protection Regulation, which is available here: http://ec.europa.eu/justice/data-protection/reform/files/regulation_oj_en.pdf

Verifying your identity where you request access to your information:

Where you request access to your information, we are required by law to use all reasonable measures to verify your identity before doing so.

These measures are designed to protect your information and to reduce the risk of identity fraud, identity theft or general unauthorised access to your information.

Where we possess appropriate information about you on file, we will attempt to verify your identity using that information.

If it is not possible to identity you from such information, or if we have insufficient information about you, we may require original or certified copies of certain documentation in order to be able to verify your identity before we are able to provide you with access to your information.

We will be able to confirm the precise information we require to verify your identity in your specific circumstances if and when you make such a request.

Your right to object to the processing of your information for certain purposes:

You have the following rights in relation to your information, which you may exercise by sending an email to:

You may also exercise your right to object to us using or processing your information for direct marketing purposes by:

For more information on how to object to our use of information collected from cookies and similar technologies, please see our cookies policy below.


Changes to our privacy policy:

We update and amend our Privacy Policy from time to time.

Where we make minor changes to our Privacy Policy, we will update our Privacy Policy with a new effective date stated at the beginning of it. Our processing of your information will be governed by the practices set out in that new version of the Privacy Policy from its effective date onwards.

Where we make major changes to our Privacy Policy or intend to use your information for a new purpose or a different purpose than the purposes for which we originally collected it, we will notify you by email (where possible) or by posting a notice on our website.

We will provide you with the information about the change in question and the purpose and any other relevant information before we use your information for that new purpose.

Wherever required, we will obtain your prior consent before using your information for a purpose that is different from the purposes for which we originally collected it.


Children's Privacy

We do not knowingly contact or collect information from persons under the age of 16. The website is not intended to solicit information of any kind from persons under the age of 16.

It is possible that we could receive information pertaining to persons under the age of 16 by the fraud or deception of a third party. If we are notified of this, as soon as we verify the information, we will, where required by law to do so, immediately obtain the appropriate parental consent to use that information or, if we are unable to obtain such parental consent, we will delete the information from our servers. If you would like to notify us of our receipt of information about persons under the age of 16, please do so by sending an email to.


Copyright

The copyright in this Privacy Policy is either owned by, or licensed to, us and is protected by copyright laws around the world and copyright protection software. All intellectual property rights in this document are reserved.

Questions about this policy

If you have any questions regarding any of our policies, please contact us.


Cookies

This site, like most site on the Internet, makes use of cookies. These help to provide the technical service (such as your account login) however some cookies we set relate to analytics, advertising and tracking for the purposes set out above.

You can opt in or out of these tracking cookies at the bottom of every page.