Privacy and Cookie Policy

Doorify Tech S.R.L. is all about respecting your privacy and keeping your personal data safe.

In this Privacy Policy, “Doorify Tech”, “we”, “us” or “our” means Doorify Tech S.R.L., registered in Bd. Pipera 198/4, Bl. L1B3, Sc. 2, Ap. 15, 077191 Voluntari, Ilfov, Romania under 43484575 registration number; “you” or “your” means you, the person who shares personal data with us; and “personal data” has the same meaning as in Article 4 of Regulation (EU) 2016/679 of the European Parliament and of the Council.

All personal data is collected, held, and processed by Doorify Tech, in line with this Policy, any and all data protection laws and regulations that apply to Doorify Tech (including GDPR), and any data protection terms in any agreement or contract between you and Doorify Tech for the services and/or products we provide.

For GDPR purposes, the main establishment of Doorify Tech is in Romania (Europe). When we ask for your personal data, you can trust it will only be used according to this Policy. This Policy applies to personal data about you that we collect, use, and process in connection with your relationship with us as a client or potential client, including when you submit a claim with us, use our website, service agents, or if your claim involves third-party providers (like lawyers, National Enforcement Bodies, airlines, hotels, and car rental companies).

This Policy applies to you whether you're just casually using our services or products, have signed up for them, or have a contract with us for our services or products.

This Policy is effective from the “Effective Date” at the bottom. Check the “Last Revised Date” at the bottom to see when we last updated this Policy. This Policy is current as of the “Last Revised Date”.

We have the right to change or modify this Policy whenever we want. Any changes will be effective when posted here. Check this page regularly to see if you agree with any updates. It’s in your own interest to visit this page often to see the latest version of this Policy. If we make any changes, we might notify you on our website or through other means we think are appropriate. Your continued use of our services or products, or your continued provision of personal data to us after any change means you accept the changes.

Your use of any Trouble Flight services or products and your purchase of any of our stuff is totally up to you. Make sure you read this Policy carefully, because by using or buying any of our services or products, you're agreeing to everything in this Policy. This includes the collection, use, processing, and sharing of your personal data as outlined in this Policy. If you don't agree with any part of it, please don't use or buy any of our services or products.

What types of personal data do we collect?

We gather personal info about you, your travel plans, how you use our services and products, and how you use our websites, call centers, and mobile apps. This personal info includes but isn't limited to:

Your name and last name;
Contact details like home/business address, email, phone number, and fax number;
Your birth date, nationality, and passport details when you file a claim with us;
Info about your travel plans, such as booking details, travel itinerary, flight issues during your air travel, extra help you might need, and other info related to your flight issues;
Details about the services we've provided to you before, including your past compensation claims, etc.;
Your location;
Info about your use of our websites, like which pages you visit;
Details about your interactions with us and our staff;
Your financial info (including but not limited to bank account number) that we need to provide you the requested product/service and to transfer compensation from the airline;
Other info that might be needed to fulfill any contracts between you and us, and/or to conduct client surveys and/or offers.

This personal info may include stuff you give us directly as well as info we collect when you use our products or services.

When and why do we collect 'sensitive personal info'?

Some types of personal info, like race, ethnicity, religion, or health details, are considered 'sensitive personal data' under the law. We'll only handle this sensitive stuff if:

you've asked for specific medical help, like wheelchair assistance or oxygen, or, you’ve needed clearance to fly due to a medical condition or pregnancy, or,

you’ve chosen to share such info with us (or with a service provider like airlines, hotels, rental car companies, etc.). By giving us any personal info that could be considered 'sensitive personal data', you agree that we can collect, use, share with third parties, and transfer this data, both within and outside the European Economic Area, according to this Policy.

What do we use your personal data for?

We keep, handle, send, and process your personal data to give you the best service, and here’s why:

We need to use your personal data to handle your requests, like compensation claims, communicating with airlines, talking to National Enforcement Bodies, representing you in court if needed, and getting legal help from third parties like lawyers.
For accounting and billing purposes
To fulfill our obligations and enforce rights from any contracts between us;
For internal records and general admin stuff like accounting, billing, auditing, etc.
To keep your personal data secure;
For training our employees to provide better service and products to you;
For statistical analysis;
To improve our products and services;
For our marketing purposes when you’ve told us you’re okay with getting info about our services, products, and offers;
Sometimes, we might use your data to get your feedback on our services and third-party services to help us improve and develop, and to give you a more personalized experience, for example:
- to send you messages and info that we think you’ll find interesting.
- to personalize and tailor your compensation claim experience.

Who do we share your personal data with?

Hey there! We might share your personal data (and any third party data you gave us) with:

airline operators, the actual carrier, and other folks to fulfill our service contract with you;
companies that legally and transparently work with us;
our authorized reps;
and others:
- if we need to disclose it to comply with legal or regulatory requirements;
- to enforce our contract terms with you;
- to protect our rights and safety (like sharing info for fraud protection);
- Many countries require airlines to give border control and public authorities access to booking and travel info. So, your data might be shared with customs, immigration, and public authorities in your travel itinerary.
- Some countries need airlines to collect passport and related info for all passengers who fly and claim compensation. When needed, Doorify Tech will share this info with air carriers following data protection regulations.

When do we collect personal data about you?

We grab your personal data when you use our services or products (whether from us directly or another provider), when you claim compensation with us, and when you use our website, contact our agents, or use our mobile apps. Here's when we collect your personal data:

when you seek and submit compensation claims on our website
when you do the same through other channels, like an agent
when you contact our service agents or sales reps
if you fill out a client survey or give us feedback
if you interact with us on social media

How we use cookies

Cookies are tiny bits of data from the server, stored on your computer’s hard drive. We might grab info about your computer, like your IP address, operating system, and browser type for system admin purposes. This is just statistical stuff about how users browse, and it doesn't identify you personally. For the same reason, we might get info about your general internet use by using a cookie file stored on your computer's hard drive. Cookies help us improve our services and give you a better, more personalized experience.

You can delete all cookies on your computer and you can refuse to accept new ones by setting your browser to reject cookies. But if you do this, you might not be able to access some parts of our services. Unless you set your browser to refuse cookies, our system will issue them when you log in to our services, unless the cookies need your informed consent.

Security, storage, and transfer

We're all about keeping your personal info safe. We've got the right physical, electronic, and management procedures in place to make sure your data stays secure.

Everyone at Trouble Flight and any third parties who handle your personal info are contractually bound to keep it confidential.

Your personal info will be stored on and processed by our systems, and it might also be stored on and processed by third-party data processors we work with.

Sometimes, the personal info we collect from you might be transferred to and stored outside the European Economic Area (EEA). It might also be handled by employees working for our suppliers outside the EEA. By giving us your personal info, you agree to this transfer, storing, or processing. We'll do everything we can to make sure your info is treated securely and in line with this Policy, the GDPR, and any relevant data protection laws.

Withdrawal of Consent

If you ever decide to withdraw your consent for us to handle your personal data, it might mean we can't fully provide the products or services you've asked for. For instance, if you make a compensation claim and then pull your consent for processing certain personal data necessary to complete the transaction, we won't be able to finish the service. Just a heads-up, you won't be able to get a refund of any fees or money you've paid unless we've stated otherwise. On the bright side, if you just want to stop getting marketing emails from us, that won't mess with the services we're providing.

Transmitting info over the internet

It's a bummer, but sending info over the internet isn't 100% secure. We'll do our best to protect your personal data, but we can't guarantee its security during transmission to our services—it's at your own risk. Once we get your data, we'll use strict procedures and security features to try and keep unauthorized access at bay.

Links to third-party sites

Sometimes, our websites, online services, and apps might have links to websites of our partners, advertisers, and affiliates. If you click on any of these links, remember that these sites have their own privacy policies, and we're not responsible for them or any personal data they might collect. Make sure to check these policies before you share any personal data with these websites or use their services.

Providing someone else's info

If you're giving us someone else's personal data, you confirm they've told you to act for them, to agree to their data being processed, and that you've told them who we are, about this policy, and why we're processing their data (as set out in this policy).

How to check, transfer, and delete your data

We'll make your personal data available to you if you just ask. If you tell us any of your data we have is wrong or used incorrectly, we'll correct, update, or delete it as needed. You also have the right to ask us to delete your data, restrict its processing, object to its processing, and request data portability. For info on how to get access to your data and use your rights, contact contact(at)troubleflight.com.

Complaints, applicable law, jurisdiction, and severability

If this policy is part of a contract with its own choice of law and jurisdiction, any dispute about accepting, interpreting, or following this policy will be under that contract's law. You also have the right to complain to a supervisory authority in the EEA. A list of their contact details is available here.

More details

More details about your rights under the GDPR are available here.