Privacy Policy

1. General Provisions

1.1. This Privacy Policy (the "Policy") explains how personal data is collected, used, shared, stored and protected when you use the transportation, chauffeur and escort services offered under the brand "Proserv Executive Transportation" (the "Services") and the website proserv.pro (the "Website"). In this Policy, "Proserv", "we", "us" and "our" refer to the party that organises and provides the Services under that brand.

1.2. Proserv is committed to respecting the privacy of its clients, passengers and Website visitors. Discretion, confidentiality and data minimisation are central to the way we work, and we aim to collect only the information needed to deliver the Services to a high standard.

1.3. Personal data is processed in accordance with the Law of the Republic of Azerbaijan "On Personal Data" and other applicable legislation.

1.4. By accessing the Website, submitting an enquiry, placing a booking or using the Services, you confirm that you have read and understood this Policy. If you do not agree with this Policy, please do not use the Website or the Services.

1.5. This Policy should be read together with our Booking Terms. Where a separate written contract has been concluded with Proserv (including with Corporate Clients), the confidentiality provisions of that contract prevail.

2. Who We Are and How to Contact Us

2.1. Proserv is responsible for the personal data covered by this Policy.

2.2. All questions and requests relating to privacy and personal data may be sent to contact@proserv.pro. To help us respond promptly, we recommend including the word "Privacy" in the subject line.

2.3. Full company details are available upon reasonable request.

3. Information We Collect

Information you provide to us

3.1. When you make an enquiry, place a booking or correspond with us, we may collect:

• Contact details: first name, last name, telephone number and e-mail address;

• Corporate details: company or organisation name, job title and country;

• Travel details: date and time, pick-up and drop-off addresses, flight, train or other travel reference, number of passengers and items of luggage, route and itinerary;

• Passenger details: passenger names (including for meet-and-greet signs), ages of any minors and any special requirements;

• Service preferences: vehicle class, chauffeur's language, child seats and other specific requests;

• Billing and payment details: invoicing details, payment date, amount and method (we do not store bank card details; card transactions are processed within the systems of the relevant bank or payment provider);

• Correspondence: messages sent to us by e-mail, messaging applications or web forms, as well as feedback and complaints;

• Information for special arrangements: any additional details you choose to share for protocol, escort or security arrangements;

• Any other information that is necessary to deliver a specific service or that you choose to provide.

Information you provide about other people

3.2. Where you book on behalf of other people (passengers, guests, employees or delegation members), you confirm that you are entitled to share their information with us and that they have been made aware of this Policy.

Information collected automatically

3.3. When you use the Website, certain technical information may be collected automatically, including:

• IP address, browser and device type, operating system and language settings;

• pages viewed, referring source, time spent on the Website and similar usage information;

• information obtained through cookies and similar technologies (see Section 7).

Information generated during the Services

3.4. Our vehicles use GPS tracking systems for operational purposes. These systems record the vehicle's location, route and travel times.

3.5. For safety and quality assurance purposes, vehicles may be equipped with video recording devices. Where such a device is in use, passengers will be informed in advance.

3.6. Performing a booking generates records such as booking history, confirmations, invoices, and notes on waiting time and additional services.

Information from other sources

3.7. We may also receive information from Corporate Clients, travel agencies, event organisers or partners (where they book on your behalf), as well as from publicly available sources such as flight information.

4. How We Use Your Information

4.1. We use personal data to:

• respond to enquiries, prepare quotations and confirm bookings;

• organise and deliver the Services, including assigning chauffeurs and vehicles, meet-and-greet, flight monitoring and route planning;

• communicate with you about your booking, including changes and delays;

• issue invoices, receive payments and manage accounts;

• ensure the safety of passengers, chauffeurs and third parties;

• monitor service quality and handle feedback and complaints;

• operate, secure and improve the Website and its usability;

• comply with tax, accounting and other legal obligations;

• protect our rights and legitimate interests in the event of a dispute, claim or incident, and prevent fraud and misuse;

• send news, updates and special offers where you have given your consent (see Section 5).

4.2. Personal data is not used for purposes incompatible with those for which it was collected. We do not sell personal data.

4.3. We do not make decisions that produce legal effects concerning you based solely on automated processing.

5. Marketing Communications

5.1. News, updates and special offers are sent only with your consent, given through a separate tick box or another clear affirmative action.

5.2. You may withdraw your consent at any time by using the "unsubscribe" link in our e-mails or by writing to contact@proserv.pro. This does not affect service messages relating to your bookings.

5.3. Client names and logos (for example, those of corporate and international organisations) are used on the Website or in presentation materials only with the prior permission of the organisation concerned. The names of private individuals are not used for this purpose.

6. Legal Bases for Processing

6.1. In accordance with applicable law, we process personal data on the following grounds:

• performance of a contract: handling your enquiry or booking and delivering the Services;

• compliance with legal obligations;

• Proserv's legitimate interests: service quality, safety, business administration and the protection of our rights;

• your consent: for marketing communications and non-essential cookies.

7. Cookies and Similar Technologies

7.1. The Website uses cookies and similar technologies to function properly, to analyse usage and to improve your experience.

• Essential cookies: required for the Website's core functions and security; these cannot be switched off.

• Analytics cookies (for example, Google Analytics): help us understand how visitors use the Website and are activated only with your consent.

7.2. You can make your choice through the notice displayed on your first visit. You may change or withdraw your consent at any time via "Cookie Settings" on the Website. You can also manage cookies through your browser settings, although this may affect certain Website features.

7.3. Marketing cookies (Meta Pixel). With your consent, we use the Meta Pixel, a tool provided by Meta Platforms Ireland Ltd., to measure the effectiveness of our advertising on Facebook and Instagram and to show our ads to people who have visited our website. The Meta Pixel places the cookies _fbp and _fbc (stored for up to 90 days) and records which pages are visited and whether an enquiry form has been submitted. We do not send your name, email address, phone number or the content of your enquiry to Meta. The Meta Pixel is loaded only after you accept marketing cookies, and you can withdraw your consent at any time via Cookie Settings on our website.

8. How We Share Information

8.1. Personal data is shared only where necessary and only to the extent necessary, with:

• chauffeurs and partner transport companies: only the information required to perform the booking (passenger name, contact number, addresses, flight details and special requirements);

• service providers: hosting, e-mail, IT, analytics, mapping and address services, messaging platforms (for example, WhatsApp) and similar technical services;

• professional advisers: accountants, auditors and lawyers, to the extent necessary;

• banks and payment service providers: to process payments;

• providers of additional services: for services included in your booking (for example, airport VIP or CIP services, interpreters or guides);

• the Corporate Client or person who made the booking: information on the performance of the booking where a passenger travels on their behalf.

8.2. Our partners are carefully selected and are bound by obligations to keep information confidential and to use it only for the stated purpose.

8.3. We disclose information to public authorities only where required by law, a court order or a lawful request from a competent authority, and only to the extent required. Information may also be disclosed where necessary to protect the life and health of passengers, chauffeurs or third parties, or to protect the rights of Proserv.

8.4. In the event of a reorganisation, merger or transfer of Proserv's business, information may be transferred to the successor, provided that it continues to be protected in line with this Policy.

9. Third-Party Services and Platforms

9.1. The Website uses third-party services (for example, Google Analytics and Google Maps). These services process information in accordance with their own privacy policies.

9.2. When you contact us via WhatsApp, social media or other platforms, your messages are also processed by those platforms under their own terms.

9.3. The Website may contain links to third-party websites. Proserv is not responsible for the privacy practices of those websites.

9.4. Meta Platforms Ireland Ltd. (Facebook and Instagram) receives website usage data collected through the Meta Pixel, only if you have consented to marketing cookies. This data may be transferred to and processed in the United States and other countries by Meta Platforms, Inc. For more information, please see Meta's Privacy Policy at https://www.facebook.com/privacy/policy.

9.5. To protect our forms from spam and automated abuse, the Website uses Cloudflare Turnstile, a service of Cloudflare, Inc. When you submit a form, Cloudflare may process technical data such as your IP address and browser information to confirm that the request is sent by a person. Cloudflare processes this data under its own privacy policy: https://www.cloudflare.com/privacypolicy/.

9.6. When you submit a form, the Website also sends us technical information about the request: your IP address and the country it belongs to, your device and browser type, browser language, local time and time zone, how you reached the Website (for example, from a search engine or a social network) and how many pages you viewed before sending the request. We use this information only to process your request and to detect fraudulent or abusive requests. The country is determined from a local database: IP Geolocation by DB-IP (CC BY 4.0).

10. International Data Transfers

10.1. Some of our service providers (for example, analytics, mapping, e-mail and messaging services) may process information outside the Republic of Azerbaijan. In addition, Services involving international travel or foreign partners may require information to be transferred to other countries.

10.2. In such cases, we take reasonable steps to ensure that your information remains protected. By using the Website and booking the Services, you acknowledge that such transfers may take place.

11. Data Retention

11.1. We keep personal data for as long as necessary for the purposes for which it was collected and for any period required or permitted by law. As a general rule:

• enquiries that do not result in a booking: up to 12 months;

• booking, invoice and payment records: for the period required by tax and accounting legislation;

• GPS and route data: up to 180 days;

• video recordings (where used): for as long as necessary for the purpose or as agreed with the Client;

• marketing consent: until consent is withdrawn;

• correspondence: for as long as necessary for the purpose of the communication.

11.2. Where there is an incident, complaint, claim or dispute, or a request from a public authority, the relevant information may be kept until the matter is fully resolved.

11.3. At the end of the retention period, information is deleted, destroyed or rendered into a form that no longer identifies an individual.

12. Data Security

12.1. We apply appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration and disclosure. These include restricted access to information, account security and confidentiality obligations on our partners.

12.2. Access to personal data is limited to staff and partners who need it to perform their duties. Chauffeurs must keep passengers' conversations, routes and personal information confidential.

12.3. No method of transmission over the internet or electronic storage is completely secure. While we make reasonable efforts to protect information, we cannot guarantee its absolute security. We recommend that you do not share sensitive information, such as card details, by e-mail or messaging applications.

12.4. If an incident affecting personal data occurs, we will take appropriate steps, including making notifications where required by law.

13. Your Rights

13.1. Subject to applicable law, you may have the right to:

• find out what information we process about you and request a copy;

• request the correction of inaccurate or incomplete information;

• request the deletion of your information (except where we are required by law to retain it);

• in certain circumstances, request the restriction of processing or object to processing;

• withdraw your consent at any time (without affecting the lawfulness of processing carried out before withdrawal);

• lodge a complaint with a competent authority if you believe your rights have been infringed.

13.2. To exercise your rights, please write to contact@proserv.pro. We normally respond within 30 days. For complex requests, this period may be extended and you will be informed accordingly.

13.3. To avoid disclosing your information to anyone else, we may ask you to verify your identity before responding.

13.4. The deletion of certain information or the restriction of its processing may make it impossible to provide the Services.

13.5. Users in the European Union and other countries: where applicable, we respect the rights granted under applicable data protection laws, including the General Data Protection Regulation (GDPR). To help us resolve any concern quickly, we encourage you to contact us directly first.

14. Children

14.1. The Services are not intended for independent bookings by persons under 18, and we do not knowingly collect personal data directly from children.

14.2. Information about minor passengers (for example, their age or the need for a child seat) is provided only by a parent, legal guardian or the person making the booking, and is used only to deliver the Service safely.

15. Liability

15.1. You are responsible for the accuracy of the information you provide and for having the right to provide it. Proserv is not liable for any consequences arising from inaccurate or incomplete information.

15.2. To the maximum extent permitted by law, Proserv is not liable for the acts or privacy practices of third-party platforms, service providers or websites, or for events resulting from circumstances beyond Proserv's reasonable control.

15.3. Nothing in this Policy is intended to limit any right or liability that may not be limited under applicable law.

16. Changes to This Policy

16.1. Proserv may update this Policy from time to time to reflect changes in our services, technology or legislation. The updated Policy takes effect when it is published on the Website.

16.2. The date of the latest update is shown at the top of this Policy. By continuing to use the Website and the Services, you are deemed to accept the updated Policy.

17. Language

17.1. This Policy is published in Azerbaijani and English. In the event of any discrepancy, the Azerbaijani text prevails.

18. Contact

For any questions, requests or suggestions regarding this Policy, please contact us: