Privacy & Cookie Statement

Privacy & Cookie Statement

Your privacy is important to us. That is why we protect all personal information that you provide to us. You will find here how we use and process your personal information and how we use cookies.

We collect three types of data through our platform. The legal basis for the processing of personal information is, first of all, that processing is necessary for the provision of our service in accordance with Relocately's General Terms and Conditions and that processing takes place in the context of Relocately's legitimate interests, which further explained in the "Privacy" section of this privacy policy. We can also process data if you have given your consent and if requested, ask for it.

We collect three types of data through our platform. The legal basis for the processing of personal information is, first of all, that processing is necessary for the provision of our service in accordance with Relocately's General Terms and Conditions and that processing takes place in the context of Relocately's legitimate interests, which further explained in the "Privacy" section of this privacy policy. We can also process data if you have given your consent and if requested, ask for it.

Privacy

Relocately offers the possibility to compare removal companies online via the website. In the future, these services can also be offered through other online platforms, such as partner websites and social media. The information below applies to all platforms. The Privacy and Cookies statement may occasionally be updated by Relocately, so visit this page regularly to stay up to date. If you do not agree with these Privacy and Cookie Terms, you must stop using our services.

When you start with a request for relocation quotes, you will be asked to provide your full name, start and end destination, indication relocation date, contact details and other possible additional information. This information is needed so that movers can send you a quote based on this. Your telephone number, name and e-mail address are also requested, these are only shared with removal companies that have submitted a quote so that they can review the quote with you. This is necessary due to the complex nature of an international relocation. The details of the move, such as the final date or additional items that you still have to specify, can then be discussed.

When you visit our website we may collect certain information such as your IP address, which browser you use, your language settings and pages (on our website) that have been shown to you. Outside of this we can receive information when you use certain social media. We also use Hotjar to observe customer behavior and to analyze possibilities for improvements on our website.

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.

Marketingactivities: 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.

Marketresearch: 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.

Cookies

What is a cookie?
A cookie is a small piece of data that is placed on your computer by a website. These Privacy and Cookie Terms apply to cookies and similar technology (hereinafter referred to as "cookies").


Why do websites use cookies?
Websites have no memory. If you surf on different pages of the website you will not be recognized as the same user on those pages. Cookies allow your browser to be recognized by the website. In short, cookies are mainly used to remember the choices you make, such as your preferred language. Cookies also ensure that you are recognized when you return to the website.
 
Do all cookies do the same?
No, there are different types of cookies and different ways to use cookies. Cookies can be classified according to their function, life time and the party that places the cookies on a website.

How does Relocately use cookies or how does Relocately use cookies?
The following types of cookies are used on our website:

Technical cookies: We strive to offer our visitors an advanced and user-friendly website that automatically adapts to their needs and wishes. We use technical cookies to show you our website, to make the website work properly, to create your user account, to log you in and to manage your request and booking. These technical cookies are absolutely necessary for our website to function properly.
Functional cookies: We also use functional cookies to remember your personal preferences and to help you use the website effectively and efficiently, for example remembering the relocation profiles you have looked at, your search history and the cities you searched for for a moving company. These functional cookies are not strictly necessary for the website to function properly, but they add functionality and improve your user experience.
 
Analytical cookies: We use these cookies to gain insight into how our visitors use the website, to find out what works and what does not work, to optimize and improve the website and to ensure that we are still interesting and be relevant. The information we collect is which web pages you have visited, which forward or exit pages you have visited and which you have left, which platform type you have used, your date and time format, and details such as the number of clicks you make on a particular page, your mouse movements and scroll movements, the keywords you use and the text you type while using our website. We also use analytical cookies as part of our online advertising campaigns to gain insight into how users interact with our website after they have been shown an online advertisement, including advertisements shown on websites of third parties. We do not know who you are and only collect anonymous data.
 
Commercial cookies: We use third-party cookies and our own cookies to display Relocately advertisements. This is called "retargeting" and is based on your search and browsing behavior on our website, for example on the cities you searched for, the removal companies you viewed and the prices you were shown.


How long do Relocately cookies remain active?
The cookies we use have a varying lifetime. The maximum lifespan that we use for some is five years from your last visit to the website. You can delete all cookies from your browser whenever you want.
 
How can you recognize Relocately cookies?
You can find our cookies in your browser settings.


Does Relocately use cookies from external parties?
Yes, Relocately uses the services of reliable and well-known online advertising and marketing companies. Relocately can also use external parties for analytical purposes. To use their services, these companies must place cookies.
The providers we use are focused on making all processes clear to consumers and setting up the right information management processes and standards.
If you want to manage the data collection for analytical purposes by Google Analytics, you can click on the following link: Google Analytics Opt-out Browser Add-on.

Who has access to the information in the Relocately cookies?
Only a part of Relocately employees has access to the Relocately cookies. Cookies placed by external companies can be viewed by these external companies.

How can you manage your cookie preferences?
You can specify in your browser settings in Internet Explorer, Safari, Firefox or Chrome which cookies you want to accept and which you want to refuse. Where these settings are exactly depends on which browser you use. Use the "Help" function in your browser to find the settings you need.
If you choose not to accept certain cookies, you cannot use some functions on our website. And if you unsubscribe from an online advertising network, that doesn't mean that you will no longer receive online advertisements or be part of market analysis. It only means that the network you have unsubscribed from will no longer send personalized ads for your web preferences and browser patterns.
 
Does Relocately use web beacons?
Just like with cookies, Relocately occasionally uses web beacons. A web beacon is a small image of just 1 pixel that comes on your computer as part of a web page or an HTML e-mail message. These pixels are used directly or via service providers as part of our online advertisements on our website or on the websites of external parties to find out whether a user who sees an advertisement will actually make a booking; to track the conversion of partner websites and to track user navigation patterns so that we can offer you the best services.

Children
The services offered by Relocately are not intended for children under the age of 18. The use of each of our services is only permitted with the express permission of a parent or guardian. When we receive information from someone under the age of 18, we reserve the right to delete it.
 

Contact

How can you manage the personal information you have given to Relocately?
You always have the right to view, edit and delete the personal information we hold about you. You can request an overview of your personal information by sending an email to info@Relocately.nl. Put "Edit or delete personal information" in the subject field and include a copy of your proof of identity so that we can prevent individuals from accessing your personal information without authorization.
If the personal information is incorrect, we will update this after you have notified us. You can also have your personal information removed from our customer database by sending an email to info@Relocately.nl. However, we may have to keep certain information for legal or administrative reasons, such as our file for fraudulent activities.

Who is responsible for processing personal information on the Relocately website and apps?
Relocately is responsible for the processing of personal information on the website and mobile apps.
 
Removal companies
Moving companies receive personal data from potential customers after activating the application. Relocately has an agreement with all affiliated moving companies that they provide data protection, anonymization. Of course the right of inspection, processing and removal also applies here as soon as the customer indicates that he wishes to exercise this right. Relocately can not be held responsible for negligence or possible leaks among its partners. Relocately does carry out periodic checks by means of a reminder to check whether the parties are complying with the agreement concluded.

H1 - One Stop Webshop
This information is stored on the H1-Group B.V server, a private company that is governed by Dutch law and has its head office at Marconistraat 16, 3029 AK Rotterdam.

Other business partners
Only with the express consent of the customer do we pass on information to our partners for additional services such as comparing energy, buying moving boxes and other services in the vocal shop. They will make their privacy statement known with permission. You must explicitly agree to this again.
 
If you have comments or suggestions about this privacy information, send an e-mail to info@Relocately.nl.