Every journey leaves a trace in our systems. This policy explains exactly which one, and for how long.
Discretion accompanies every stage of your experience, before, during and after your journey.
DBS EXPERIENCE has arranged private chauffeured journeys in Paris since 2009. Organising a journey means knowing where you are going, when you are arriving and who is travelling. This policy explains, in plain terms, what we ask for, why we ask for it, who receives it, how long we keep it and how you may take back control of it at any time.
We collect the information needed to prepare, perform and account for a chauffeured journey, together with the preferences you choose to share so that we may serve you with greater precision. Optional information stays optional.
Your chauffeur receives what is needed to meet you and take you where you are going. Our partners receive only what their part of the service requires. We do not sell or rent personal information, in any circumstance.
Names, addresses, journeys and particular requests are treated inside the House as confidential working information. Our chauffeurs and our staff are bound by confidentiality, and we can adapt our procedures when an itinerary calls for additional reserve.
You may ask us what we hold about you, correct it, obtain a copy, object to certain uses, or withdraw your consent. One written request is enough, and we answer within one month.
This summary is provided for ease of reading. The sixteen sections below alone describe our practices in full.
Every journey leaves a trace in our systems. This policy explains exactly which one, and for how long.
A journey rarely involves one person alone. The passenger, the person who arranges the journey and the company that settles the account each hold a different position, and each has different questions.
You are travelling with us
You are the passenger. We hold your name, the way to reach you on the day, the details of your journey and any preference you have shared with us. Your chauffeur receives a short working brief rather than your file.
If your journey was arranged by an assistant, an agency, a hotel or a member of your family, section 06 explains what that person can see, and how you may address us directly at any time.
You arrange journeys for others
You are an executive assistant, a concierge, a travel designer or a member of the family arranging a journey for someone else. You give us the passenger information we need, and we ask you to be in a position to do so, and to let the passenger know that we hold it.
You receive confirmations, the operational follow-up your role requires and, where you are the account holder, the invoice. What we keep to the passenger is described in section 06.
You are a corporate or travel-trade client
You are a company, a travel management firm, a destination management company, a hotel or an event agency. We hold the professional contact details of your teams, your account terms and the record of the journeys performed for you.
Where your organisation and DBS EXPERIENCE each decide part of the processing, our respective roles are set out in the contract signed between us, and this policy describes how we act as an independent controller for the journeys we perform.
You are visiting the site or applying to join us
You are browsing dbsexperience.com, requesting a quotation, or sending us an application. Cookies are placed only with your consent, apart from those strictly necessary to the operation of the site.
Applications are read by our management, kept for a limited period, and stay within the House.
01
DBS EXPERIENCE is the data controller for the personal information described in this policy. We decide what is collected, why, and for how long it is kept.
✦DBS EXPERIENCE (DEDICATED BESPOKE SERVICES WORLDWIDE SAS, société par actions simplifiée with a share capital of €5,000), 320 rue Saint-Honoré, 75001 Paris, France
✦SIRET 828 106 393 00048 · RCS Paris B 828 106 393 · VAT FR05828106393
✦Transport Licence No. EVTC075180190, issued by the French Ministry of Transport
✦Telephone +33 1 47 20 87 11 · contact@dbsexperience.com
Questions relating to personal data, and requests to exercise your rights, are handled by our privacy contact at contact@dbsexperience.com, or by post to the address above, marked for the attention of the privacy contact.
This policy is governed by the French Data Protection Act of 6 January 1978 as amended, and by Regulation (EU) 2016/679, known as the GDPR.
02
This policy applies to everyone whose information reaches us in the course of our activity.
✦Passengers: the people who travel with us, whether or not they made the booking themselves.
✦Clients and bookers: the people who request a quotation, confirm a journey or settle the account, including assistants, concierges, travel advisers and family members acting for a passenger.
✦Professional partners: the teams of the companies, hotels, agencies, destination management companies and private aviation operators we work with.
✦Chauffeurs and partner companies: the professionals who perform journeys with us or on our behalf.
✦Visitors and correspondents: anyone using dbsexperience.com or writing to us by email, telephone or messaging.
✦Candidates: anyone applying to join the House.
It does not cover the websites of third parties that may be linked from ours, nor the way a company that books our services handles the information of its own employees.
03
We collect the following categories, and only when they are relevant to the service requested.
Identity and contact details
Title, first name and surname, company and position where relevant, email address, telephone number, messaging identifier where you contact us that way, and the postal or billing address needed to issue an invoice.
Booking details
Date and time, pick-up address, destination, itinerary or duration of the vehicle at your disposal, number of passengers, luggage, vehicle category, and any instruction attached to the journey.
Travel and journey details
Flight number, airport and terminal, private aviation terminal, train number and station, scheduled times, and the delays or changes we monitor in order to adjust the collection time. On some journeys, on-board systems also record the vehicle's route, location and distance. We use this information to coordinate the journey, look after the passenger and keep proof of the service performed, and we keep it for one year.
Passenger details
Where you are not travelling yourself, the name of the passenger, a contact number for the day, the language in which they prefer to be greeted, and the meeting instructions to be followed.
Service preferences
Child seat requirements, preferred vehicle, cabin temperature or atmosphere, accessibility or assistance requests, requests for additional discretion, and the record of previous journeys where keeping it is useful to you.
Financial information
Amount, currency, payment status, transaction reference, invoicing details and, for account clients, payment terms. Card payments are processed by a secure payment provider. Complete card numbers are not stored in our systems.
Exchanges with us
The content of your emails, forms, messages and the notes taken by our coordinators when a request is made by telephone.
Technical information
Connection data generated by the website, and the measurement data described in section 12.
Application information
The curriculum vitae, professional experience, licences and qualifications supplied by candidates.
A note on sensitive information
We do not seek information relating to health, beliefs or any other special category. Should you choose to tell us of a medical condition or a mobility requirement so that we may arrange the journey properly, that information is used for that purpose alone, with your explicit consent, is passed to the chauffeur only to the extent strictly necessary, and is deleted once it is no longer required.
04
✦From you: through our booking form, our quotation requests, our emails, our telephone line and our messaging service.
✦From the person arranging your journey: an assistant, a company, a travel agency, a concierge service, a hotel, an event organiser or a member of your family, as described in section 06.
✦From our professional partners: a destination management company, a private aviation operator or a hotel transmitting the details of a journey they have organised for you.
✦From the site itself: through the cookies and measurement tools described in section 12.
✦From our payment provider: payment status and transaction references, never complete card details.
✦From public professional sources: for business development, we may use publicly available professional contact details, limited to a person's role within an organisation.
For example
Your flight number allows us to follow the actual arrival time and to adjust the collection accordingly, so that the vehicle is present whether the aircraft lands early or late.
05
Each use pursues a defined purpose and rests on one of the legal bases recognised by the GDPR.
Answering enquiries
Studying a request, preparing a quotation, advising on the appropriate vehicle and format.
Steps taken prior to a contract, or our legitimate interest in responding to a professional request
Confirming and performing journeys
Assigning a chauffeur and a vehicle, preparing the working brief, meeting the passenger, performing the journey.
Performance of the contract
Following flights and trains
Monitoring scheduled and actual times, adjusting the collection time and the waiting arrangements.
Performance of the contract
Payment and invoicing
Collecting payment, issuing invoices, keeping accounting records.
Performance of the contract and legal obligation
Preventing fraud
Verifying unusual bookings and payment attempts, protecting our clients and the House.
Legitimate interest
Client relationship and quality
Coordination on the day, handling remarks and complaints, service recovery, internal quality review.
Legitimate interest and performance of the contract
Remembering your preferences
Keeping the requests you have made so that they need not be repeated at each journey.
Legitimate interest, and your consent for optional preferences
Administering the Rewards programme
Recording the number of journeys, applying the level reached and the associated attentions.
Performance of the contract
Professional communications
Sending information on our services to professional contacts in comparable activities.
Legitimate interest, with a right to object at any time
Newsletters to individuals
Sending editorial content and news of the House to private clients who have asked for it.
Consent
Inviting reviews
Asking, after a journey, whether the service met your expectations.
Legitimate interest
Recruitment
Studying applications and organising interviews.
Steps taken prior to a contract, and consent for retention in our files
Website measurement
Understanding how our pages are consulted, in the conditions described in section 12.
Consent, unless the measurement is exempt
Legal obligations and defence
Complying with accounting, tax and transport obligations, and establishing or defending legal claims.
Legal obligation and legitimate interest
Where we rely on legitimate interest, we first satisfy ourselves that the use is proportionate and that it does not override your rights and freedoms. You may object to it in the manner described in section 15.
06
A large part of our activity is arranged by a third party. An executive assistant books for a chairman, an agency for its client, a hotel for a guest, a family office for a family, an event organiser for a delegation. This section explains how we treat that situation, because it concerns two people at once.
What we ask of the person making the booking
✦To provide only the passenger information the journey requires.
✦To be entitled to share it, and to inform the passenger that DBS EXPERIENCE holds it for the purpose of the journey.
✦To pass on the address of this policy where the passenger wishes to know more.
What the passenger may expect
✦To be contacted directly on the day only where the operation requires it, or where the meeting depends on it.
✦To address us at any time, in their own name, to obtain, correct or delete the information we hold about them.
✦To ask that certain details of the journey be treated with additional reserve, as described in section 11.
What the person who made the booking receives
✦The confirmation, the assigned vehicle category and the chauffeur's contact details for the day.
✦The operational follow-up their role requires, such as collection made, waiting time recorded or journey completed.
✦Where they are the account holder, the invoice and the elements that justify the amount charged.
What stays between the passenger and us
We do not report to the person who made the booking on conversations held on board, nor on a private stop requested by the passenger, unless it changes the price of the service or unless safety requires it. Where a passenger asks us to withhold a detail of their journey, we honour that request within the limits of what invoicing and the law allow.
Where a company or an agency books regularly for its own clients or its own teams, each party remains responsible for its own processing. The respective roles, and the conditions in which information is exchanged, are set out in the agreement signed with that organisation.
On request, a reference replaces the name on the meeting board.
07
We work on the principle of strict operational need. A chauffeur receives a working brief rather than a client file.
What the chauffeur receives
✦The name under which the passenger is to be greeted, or the agreed reference.
✦The time and place of collection, and the destination or itinerary required.
✦The flight or train number where the journey depends on it.
✦The meeting instructions, the number of passengers and the luggage expected.
✦Any particular requirement that is indispensable to the proper performance of the journey.
✦A means of reaching our coordination desk and, where necessary, the passenger.
Chauffeurs are bound by a written confidentiality undertaking. They are instructed to keep every passenger, address and itinerary within the House, and to delete the operational details from their devices once the journey is complete.
What our partners receive
✦Partner chauffeur companies, where a journey takes place outside our own operating area or abroad, receive the same working brief and are bound by equivalent confidentiality obligations.
✦Airport meet and greet providers receive the passenger name, the flight and the meeting point.
✦Our service providers, for hosting, booking management, invoicing, payment, communications and audience measurement, act on our instructions alone, under contracts imposing confidentiality and security.
✦Our advisers, such as accountants, auditors, insurers and lawyers, where their engagement requires it.
✦Public authorities, where a legal obligation or a court decision requires disclosure.
The list of our principal service providers is available on written request. We do not sell, rent or exchange personal information, and we do not transmit journey details for advertising purposes.
08
Payments are made by bank transfer or by card through a secure payment provider. Card details are entered on that provider's environment. We do not store complete card numbers, and they remain inaccessible to our staff.
We retain the elements required to justify the transaction and to issue the invoice, being the amount, the currency, the date, the payment status, the transaction reference and the billing details supplied.
Where a booking or a payment attempt presents an anomaly, we may carry out a proportionate verification before confirming the journey, in the interest of our clients and of the House. Accounting records are kept for the period required by French commercial and tax law.
09
We keep each category for the period that its purpose requires, then delete it or archive it in a restricted form when a legal period obliges us to retain it longer.
Quotation requests without a booking
Three years from the last contact with you.
Booking files and journey details
Five years after the journey, in line with the period during which a contractual claim may be brought.
Invoices and accounting records
Ten years, as required by French commercial law.
Service preferences
For as long as the client relationship continues, and deleted at your request at any time.
Complaints and service recovery files
Five years from the closing of the file.
Marketing information, clients
For the duration of the relationship, then three years from the last active contact.
Marketing information, prospects
Three years from collection or from the last active contact.
Applications
Two years from the last contact, unless the candidate asks us to delete them sooner.
Requests to exercise rights
The time required to answer, then archived for up to three years as proof that the request was handled.
Website connection logs
Twelve months, as provided by French law.
Cookies and measurement data
Thirteen months for the cookie itself, twenty-five months for the resulting measurement data.
Where a dispute, an audit or a legal obligation requires it, a file may be retained beyond these periods for the time strictly necessary, and with restricted access.
10
Our booking information is hosted within the European Union. The public website is hosted by Webflow, whose infrastructure may involve transfers outside the European Economic Area, as may the services of certain providers for communications and measurement tools.
Where that is the case, the transfer is governed by one of the safeguards provided by the GDPR, being an adequacy decision of the European Commission or the standard contractual clauses adopted by the Commission, together with the additional measures required by the circumstances.
Where a journey takes place abroad, the partner performing it receives the working brief described in section 07, and nothing beyond it. You may ask us for further information on these safeguards by writing to our privacy contact.
What is said on board stays on board.
11
We apply technical and organisational measures appropriate to the sensitivity of the information we hold.
✦Exchanges with our website are encrypted in transit.
✦Access to booking files is limited to the staff whose duties require it, under individual accounts.
✦Chauffeurs receive the working brief for their own journeys, and nothing else.
✦Our staff and our chauffeurs are bound by written confidentiality undertakings.
✦Professional devices are secured, and operational details are deleted once the journey is complete.
✦Service providers are selected on the strength of their security commitments and are bound by contract.
A note on ordinary email
Email is a convenient channel but it is not, in itself, a confidential one. We recommend that you keep complete card numbers, identity documents and medical information out of email. Where an itinerary requires it, we can agree another means of transmission with you.
Additional reserve, on request
For an itinerary that calls for particular discretion, we can agree measures adapted to the situation, such as the use of a reference rather than a name on the meeting board, the transmission of the itinerary to the chauffeur at the last useful moment, or restricted access to the file within our coordination desk. Such arrangements are agreed in advance with our operations team.
No system can be declared invulnerable. Should an incident affect your information and present a risk to your rights, we will notify the competent supervisory authority and, where the regulation so requires, inform you directly.
12
Our website uses cookies and similar technologies. Those strictly necessary to the operation of the site, and to the security of your session, are placed without consent, as the applicable rules allow. All others, in particular those serving audience measurement or advertising, are placed only after you have consented through our banner.
You may withdraw or modify your choice at any time through the preferences link available on every page, or through the settings of your browser. Declining non-essential cookies leaves the site and our booking requests fully available to you.
The nature, purpose, duration and provider of each cookie are set out in our Cookie Policy, which forms a separate document.
13
Private clients receive our communications only where they have asked for them. Professional contacts may receive information relating to our services where their role is connected to travel, hospitality or event organisation, and each message carries a means of putting an end to it in one click.
Our Rewards programme is a recognition of loyalty rather than a discount scheme. Administering it requires us to record the number of journeys performed, the level reached and the attentions attached to it. Should you wish to leave the programme, the associated information is deleted, apart from what invoicing and accounting require us to keep.
Withdrawing your consent to marketing leaves the information required to perform the journeys already confirmed unaffected.
Kept out of any trade
Personal information is never sold, rented or exchanged, with anyone, for any consideration.
Journeys stay private
Addresses, itineraries and requests serve your journeys alone, and are never used to build advertising profiles.
Our clients stay anonymous
The identity of the people and organisations we serve stays private. Our references are published in anonymised form.
Kept for a purpose only
Information is kept for a stated purpose and a stated period. When neither remains, it is deleted.
14
The regulation gives you a set of rights over the information we hold about you. Here is what each one means in practice.
Knowing what we hold and why. This policy is written for that purpose, and our privacy contact will answer any question it leaves open.
Obtaining confirmation that we hold information about you, and a copy of it in a readable form.
Having an inexact detail corrected, such as a misspelt name, an outdated telephone number or an incorrect billing address.
Asking us to delete information we no longer need. Invoices and accounting records remain, since the law requires us to keep them.
Asking us to suspend the use of certain information while a point is being verified or a disagreement resolved.
Objecting to a use that rests on our legitimate interest, and to commercial communications at any time and without justification.
Receiving, in a structured and machine-readable format, the information you supplied to us on the basis of consent or of the contract.
Withdrawing at any time a consent previously given, without affecting what was lawfully done before the withdrawal.
Defining directives on the retention, erasure and communication of your information after your death, as French law provides.
Referring the matter to the CNIL, the French supervisory authority, should our answer leave you unsatisfied.
Certain rights have limits set by the regulation itself. We will always explain the reason where a request can be met only in part.
15
One written request is enough. Write to contact@dbsexperience.com, or by post to DBS EXPERIENCE, 320 rue Saint-Honoré, 75001 Paris, marked for the attention of the privacy contact.
Your name, the email address or telephone number used for the booking, the booking reference where you have it, and the nature of your request.
We normally identify a request from the details of the booking file. We ask for a copy of an identity document only where a reasonable doubt remains.
Free of charge. For a complex request, or where several requests are received, this period may be extended by two months, and we will tell you so within the first month.
What to keep out of your request
Complete card numbers, passport or identity card copies we have not asked for, and medical documents. They are unnecessary to handle your request, and email is not a confidential channel.
Acting for someone else
Where you act for a passenger, please attach their written authority. Where a passenger addresses us directly regarding a journey booked by a third party, we handle the request in our own name, keeping the commercial terms agreed with that third party confidential.
Referring the matter to the CNIL
Should our answer leave you unsatisfied, you may lodge a complaint with the Commission Nationale de l'Informatique et des Libertés, 3 Place de Fontenoy, TSA 80715, 75334 Paris Cedex 07, France, or through www.cnil.fr.
16
This policy may be amended to reflect a change in our practices, in the tools we use or in the applicable rules. The date of the latest version is shown at the top of this page. Where a change materially affects the way your information is used, we will inform you by an appropriate means before it takes effect.
Previous versions are available on request.
This policy should be read together with our Booking Terms and Conditions and our Cookie Policy.
Discretion, from the first message to the last kilometre.
Our privacy contact answers every request personally, within one month. Whether you are a passenger, the person who arranged the journey or a partner of the House, you may write to us directly.
Phone +33 1 47 20 87 11 · Email contact@dbsexperience.com · WhatsApp +33 7 87 15 53 52
DBS EXPERIENCE · DEDICATED BESPOKE SERVICES WORLDWIDE SAS, share capital €5,000 · 320 rue Saint-Honoré, 75001 Paris, France · SIRET 828 106 393 00048 · RCS Paris B 828 106 393 · VAT FR05828106393 · Transport Licence No. EVTC075180190, issued by the French Ministry of Transport.