Why does Relocately collect, use and share your personal information?

Bookings: First of all, we use your personal information to facilitate your  booking of a removal company and to forward this information to the mover you have chosen.

Reviews: We would like to invite you to leave a review about the removal company that moved you. In this way you help other people who are moving to determine what the best removal company is for them. We also ask you to review our platform and service in a separate review so that we can implement improvements and resolve any complaints immediately.

Marketing activities: We also use your information for marketing activities, to the extent permitted by law.

Example:

When you make a request, we can use your contact information to make you offers during the process for additional services such as concluding a new energy or cable contract.

Depending on the information you share with us, we may show you personalized offers on the Relocately website, in mobile apps or on third-party websites, including social media websites. These can be offers that you can book directly on the Relocately website.

Other communication: There may be other times when we can get in touch with you via e-mail, mail, telephone or text message. This depends on the contact information that you share with us. There could be a number of reasons for this:

We may have to respond to requests or questions that you have asked.

If you have not completed your application online, we can send an email or call with a reminder to continue with your application, possibly with the help of us. We think this service makes sense because it allows you to continue with your application without having to search for a removal company and fill out a form again. An request for a move is sometimes experienced as complex, so we are happy to help.

If you have used our services, we can send you a survey or invite you to write a review about your experience with Relocately and the booked mover.

We can also send you other information that is related to your request or booking.

Market research: Sometimes we ask our customers if they want to participate in market research. The personal information that you provide to us during this market research will only be used with your permission.

Fraud detection and prevention: We may use personal information to detect and prevent fraud and other illegal or unwanted activities.

Improving our services: Finally, we use personal information for analytical purposes, to improve our services, to improve the user experience and to improve the functionality and quality of our online booking services.

Algorithm: Relocately uses data on the relocation of its customers to improve and optimize the pricing algorithm. These are all details that are left behind when making a request through the Relocately website that influence the price. This allows Relocately to continuously improve its services in the future.

How long does Relocately keep your data?
Relocately only stores request data (such as; zip code, city, province, country, etc) indefinitely due to the price algorithm on the website and to improve the customer experience. Customer data is kept for a certain period of time for satisfaction surveys and learning and training purposes and in some cases because the move takes place as far as in the next two years. This data including your name and contact details will be pseudonymized after 2 years and anonymized after 5 years. Relocately has a processing agreement with every removal company that also includes this.
 
How does Relocately use social media?
We use social media to promote, improve and facilitate our service and our partners. Relocately also uses social media by maintaining accounts on multiple social media sites. These social media services enable you to share information with Relocately. When you register with a social media app, you are told which information will be shared with Relocately. The information that you indicate you want to share with us may be basic information available on your social media profile, email address, status updates, and your friends list. This information is needed to provide a unique user experience in the app and on our websites. This allows them to be personalized to meet your needs and our services can be improved.
 
How does Relocately share your information with third parties?
In certain circumstances we may share your personal information with third parties.

The mover you have booked: To complete your booking, we must send relevant reservation information to the movers. This may include your name, your contact information, all information about the relocation and the preferences that you have indicated during your booking such as relocation date and time. Due to the often complex nature of a relocation, it may be necessary to first discuss the details of the quotation but also other details such as mode of transport or definitive date of the relocation. This can strongly influence the final choice of the customer.
This information can also be used by Relocately or the landlord to offer you personalized offers that are related to the move.

External service providers: We may use external service providers to process your personal information for the purposes described above. We also work with external advertising networks to promote our moving companies and service on other platforms. Finally, we can collaborate with external parties for analytical purposes. These external parties are bound by confidentiality agreements and will not use your information for matters other than those described above.

Authorities: We may share your personal information with the government or authorities conducting an investigation if required by law. This can involve a court order, a summons, and demands from legal processes and investigations. We may also disclose your personal information if it is strictly necessary for the prevention, discovery or prosecution of criminal cases.
 
Our business partners: We are working with partner websites globally to distribute the promotion of our service and offers on our website. If you make a booking through one of our business partners, certain personal information that you provide to them may be shared with us. We can also share information with the business partner. For example, information about your move so that you can manage your booking and they can answer questions about your booking and perform marketing activities. In this context, your information is guaranteed through the privacy rules of these business partners.
 

How does Relocately use mobile devices?
Relocately offers a version of our regular website specially adapted for mobile devices. This mobile version collects and processes your personal information in the same way as our website - and they enable you to use location services to find movers in your area.

How does Relocately use reviews and other destination-related information shared with us?
After you have moved with a moving company through our platform, you will receive an invitation to write a review. Herein you can be asked for information about the mover's customer-friendliness, the punctuality, whether your goods were damaged, the eventual price in the case the price of the quote had a variable component. If you do not want your name to be displayed, you can indicate that your review will be posted anonymously. By completing a review you agree that it can be displayed on, among other things, the relevant mover information page on our websites, our social media accounts, or on the mover website. As a result, other persons and companies that are moving will have access to information about the quality and services of the mover that you have moved.

If you indicate that a review was useful - or not useful - then this can be combined with feedback provided by other customers, and used to sort the reviews in order of relevance. We may use the information in your lists, or other information about destinations that you have shared with us, to present them anonymously, and thereby help other people moving to choose a suitable destination.