Privacy policy

> Courtesy translation. This English version is provided for information purposes only. In the event of any discrepancy or dispute, the Spanish version (Política de privacidad) shall prevail for all legal purposes.

1. Data controller

Identity: Efrain Alcocer
Tax ID (NIF): 02725021G
Postal address: Calle de las Moras 18, 28032 Madrid
Email address: hola@reservan.es
Telephone: +34 614 266 485

Efrain Alcocer (hereinafter, "the Controller") is the controller of the personal data you provide through this website, in accordance with Regulation (EU) 2016/679 (GDPR) and Spanish Organic Law 3/2018 on the Protection of Personal Data and the Guarantee of Digital Rights (LOPDGDD).

The Controller provides chauffeur-driven passenger transport (VTC) services in Madrid and the Region of Madrid, and the processing described in this policy takes place in that context.

2. What data we process and how we obtain it

We process only the data you provide to us directly and the technical data derived from browsing:

Quote request form: name, telephone number, email address and the details of the service requested (type of service, date and time, origin and destination, number of passengers, luggage and remarks).
Contact by WhatsApp, telephone or email: your telephone number or email address, your name or alias and the content of the conversation.
Complaint form: full name, email address, telephone number, details of the service complained about (date, route, booking reference, registration plate or chauffeur), a description of what happened and any documents you attach (see the Complaints page).
Browsing data: IP address and website usage data, processed by means of cookies only if you accept them (see the Cookie policy).
Embedded third-party content: if the site embeds the Google Reviews widget, your browser connects to Google servers when it loads (see section 6). This content is loaded only if you consent to it.

We do not process special categories of data. Please do not include health data or other sensitive information in the forms or in your messages; if your booking requires special assistance, please indicate this in general terms and we will discuss the details by telephone.

3. Purposes of processing

| Purpose | Description | |---|---| | Handling quote requests | Dealing with the request submitted through the form, preparing the quote, replying via the channel you indicate and, where applicable, managing the booking and provision of the transport service. | | Handling communications by WhatsApp, telephone or email | Responding to your enquiries and managing the pre-contractual or contractual relationship initiated through those channels. | | Handling of complaints | Registering, processing and answering complaints and forwarding them to the competent consumer affairs body of the Region of Madrid and to Madrid City Council, in accordance with Article 14.1 of the municipal ordinance regulating the VTC service, as well as sending you a copy if you provide an email address. | | Compliance with legal obligations | Retaining the documentation required by tax, accounting and transport regulations. | | Statistical analysis of the website | Measuring website usage by means of Google Analytics 4, only with your prior consent (see section 6 and the Cookie policy). |

We do not build profiles with legal effects, nor do we make decisions based solely on automated processing.

4. Legal basis

Implementation of pre-contractual measures and performance of a contract (art. 6(1)(b) GDPR): handling of quote requests, bookings and provision of the service.
Consent of the data subject (art. 6(1)(a) GDPR): analytics and advertising cookies, and communications not requested by you. You may withdraw your consent at any time, without affecting the lawfulness of the processing carried out beforehand.
Legitimate interest (art. 6(1)(f) GDPR): handling of general enquiries and maintaining the security of the website.
Compliance with legal obligations (art. 6(1)(c) GDPR): retention of tax, accounting and sector documentation, and the handling and forwarding of complaints to the competent authorities under the municipal ordinance regulating the VTC service in Madrid.

The data requested in the form and marked as mandatory are necessary in order to deal with your request; if you do not provide them, we will be unable to process it.

5. Retention periods

Quote requests that do not result in a contract: kept for the time needed to deal with the request and, at most, for one year from the last contact, unless you request their erasure earlier.
Data arising from the contracting of the service: kept for the duration of the contractual relationship and, thereafter, blocked for the limitation periods of the applicable legal obligations (as a general rule, up to six years under the Spanish Commercial Code and four years for tax purposes).
Complaints: for the duration of their handling and, thereafter, for the limitation periods of any administrative and contractual liabilities arising from the service. [Exact period: to be confirmed by the client's legal adviser.]
Browsing and measurement data: for the periods indicated for each cookie in the Cookie policy.

6. Recipients of the data

We do not disclose your data to third parties except where legally required. To provide the services of this website we rely on the following providers, which act as processors (art. 28 GDPR) or, where applicable, in accordance with their own policies:

Web hosting provider: [name and details of the actual hosting provider — to be completed after the hosting audit], which hosts the website and the associated databases, including form submissions.
Brevo (Sendinblue SAS), a French company established in the European Union: transactional email (SMTP) service used to deliver to the Controller the requests received through the form. Processing takes place within the European Economic Area.
Google Ireland Limited (Google Analytics 4 / Google Tag Manager): statistical measurement of website usage, active only if you accept analytics cookies. We use Google Consent Mode v2, so that no measurement or advertising tag runs without your prior consent. Please note that, under the Google policy in force since 15 June 2026, when you grant advertising consent (the `ad_storage` signal), the data collected by the measurement tag — including the IP address in encrypted form — may flow to the Google Ads account linked to the Controller's Google Analytics property, for advertising measurement purposes. This flow does not occur if you reject advertising cookies. Google may transfer data to Google LLC (USA); such international transfer is covered by the adequacy decision under the EU-US Data Privacy Framework and, in the alternative, by standard contractual clauses.
WhatsApp Ireland Limited: if you choose to contact us via WhatsApp, the processing of your data by WhatsApp/Meta is governed by that provider's privacy policy, which we recommend you consult. The Controller processes the content of the conversation solely to deal with your request.
Google Reviews (Google Ireland Limited): this website may display public reviews from the Controller's Google Business Profile by means of embedded third-party content. When that content loads, your browser opens a direct connection to Google servers, which receive your IP address, browser and device data, and may set their own cookies in accordance with Google's policies. For that reason, the reviews widget is not loaded until you accept the corresponding cookie category: until then, a placeholder is shown with a link to the public Google profile, which you are free to decide whether to visit. Google may transfer data to Google LLC (USA); such transfer is covered by the adequacy decision under the EU-US Data Privacy Framework and, in the alternative, by standard contractual clauses.

Public authorities (only in the event of a complaint): if you file a complaint through the Complaints page, your data is disclosed to the competent consumer affairs body of the Region of Madrid and to Madrid City Council, as required by Article 14.1 of the municipal ordinance regulating the VTC service. This disclosure is a legal obligation and does not depend on your consent; we inform you of it before you submit the form.

Apart from the above, no international data transfers take place.

7. Rights of data subjects

You may exercise the following rights at any time:

Access: to know whether we process your data and to obtain a copy of it.
Rectification: to correct inaccurate or incomplete data.
Erasure: to request the deletion of your data when it is no longer necessary.
Objection: to object to processing based on legitimate interest.
Restriction of processing: to request that processing be restricted in the cases provided for by law.
Portability: to receive your data in a structured, commonly used and machine-readable format, or to request its transmission to another controller.
Withdrawal of consent: to withdraw at any time the consents you have given (including cookie consent, via the "Configurar cookies" (cookie settings) link available in the footer).

To exercise them, please send your request in writing to Efrain Alcocer, Calle de las Moras 18, 28032 Madrid, or to the email address hola@reservan.es, indicating the right you wish to exercise and enclosing information enabling your identity to be verified. We will reply within one month at the latest.

You may also exercise these rights through the Complaints page, stating expressly that your request concerns the protection of personal data.

Likewise, if you consider that the processing of your data infringes the regulations, you have the right to lodge a complaint with the Spanish Data Protection Agency (AEPD), C/ Jorge Juan, 6, 28001 Madrid, Spain, or through its electronic office (www.aepd.es). Before contacting the AEPD you may, if you wish, contact us at the address indicated.

8. Data security

The Controller applies appropriate technical and organisational measures to ensure a level of security appropriate to the risk, including encryption of website communications (HTTPS), access control and the limitation of the data collected to what is strictly necessary.

9. Updates to this policy

This policy may be updated to reflect changes in the regulations or in the services used. The version in force will always be the one published on this page, together with its update date.

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Last updated: [publication date — to be completed before going live].