Privacy Policy

City Sender places great importance on protecting the privacy of users of its website and is committed to ensuring that its customers' personal data is collected, processed, and stored in compliance with applicable data protection legislation. This Privacy Policy aims to inform users about the types of personal information that may be collected, how it is used, and the rights individuals have in relation to their personal data.

City Sender, with its registered office at Plastira 95, Heraklion, Crete, Greece and registered in the commercial register of Greece, is the data controller for the personal data collected and processed through its website. As such, City Sender is responsible for ensuring that personal data is processed in accordance with applicable legislation, including the General Data Protection Regulation (GDPR) and any other national or supranational legislation in force.

By using the City Sender website, opening an account, or submitting an order, you consent to the practices described in this Privacy Policy. You also warrant that all individuals whose personal data you provide to City Sender have been informed of this policy, have given their consent, and are able to provide written proof of that consent if requested by the Information Commissioner or any other Data Protection Authority.

We strongly advise you to read this Privacy Policy carefully in order to fully understand our views and practices regarding your personal data. If you do not agree with this policy, do not use our services and do not interact with any aspect of our business.

We may collect and process the following data about you:

2.1 Information you provide to us

You may provide information about yourself in various ways, such as by completing forms on our website www.citysender.gr, or by contacting us by phone, email, chat, or other methods. The information you provide may include:

• Customer details: Includes your full name (individual or company), tax identification number (VAT), address, and telephone number.
• Pickup information: Includes the name and telephone number of the person collecting the parcel, as well as the pickup address.
• Delivery information: Includes the name, telephone number, and delivery address of the person to whom the parcel will be delivered.
• Confirmation information: Includes your email address.
• Support channel information: If you encounter problems with a shipment and choose to contact our support team, you may provide contact details, a description of the problem, and any additional information that may help resolve the issue, such as device type, operating system, browser type, IP address, referral/exit URLs, device identifier, and error data.
• Technical data: Includes your IP address, your login data, browser type and version, location, browser plug-in types and versions, web chat logs, and other relevant information about the devices you use to access our services.

2.2 Information collected automatically

We collect information about you when you use City Sender services, including when you browse our website. The information we collect includes:

• Service usage: We monitor information related to your interactions and use of our services, including the features you access, the services you select, your preferred payment options, addresses you use frequently, and links you click.
• Cookies and other technologies: We use these technologies to provide functionality and to recognise you when you use our services.

2.3 Information received from other sources

We may receive information about you from other sources, such as public records or other services we provide.

Our aim is to process your personal data for as short a period as possible. If specific retention periods are not indicated in this policy, we will retain your personal data only for the duration required to achieve the purpose for which it was originally collected and for as long as required by law. Once the purpose for which the personal data was collected has been fulfilled, we will delete that data.

4.1 Customer information provided by you

The information you provide about yourself will be used for the following purposes:

• To fulfil our obligations under any contracts entered into between you and us and to provide you with the information, products, and services you request from us, including processing transactions, transmitting transaction information, verifying login credentials, providing customer support, and operating and maintaining our services.
• To provide information about other products and services we offer that are similar to those you have already purchased or requested, if you have given explicit consent to receive such communications and have not withdrawn it.
• To provide information about products or services we believe may interest you, if you have given explicit consent to receive such communications and have not withdrawn it.
• To notify you of any changes to our services.
• To optimise the presentation of our website content for you and your computer.
• For research and development: We use feedback you provide and data about how our customers use our services to address problems and identify trends, usage patterns, and areas for improvement.
• To protect our legitimate business interests and our legal rights in relation to legal claims, regulatory compliance, and audit functions and disclosures related to the acquisition, merger, or sale of a business.

4.2 Pickup, delivery, and confirmation information provided by you

This information will be used for the following purposes:

• To fulfil our obligations under any contracts entered into between you and us, including providing such information to the carrier to arrange and carry out the shipment.
• To provide you with the information, products, and services you request from us.

4.3 Information received from external sources

We may combine information we receive from external sources with information you provide to us. This combined information may be used for the purposes described above, depending on the nature of the information received.

4.4 Disclosure of personal information

Depending on the nature and scope of our professional duties or the services requested, we may be required to share personal information with relevant parties, subject to the consent of the data subject. Such disclosure may be deemed necessary or desirable to fulfil the purposes mentioned above. The following entities may have access to your personal data:

• Authorised City Sender personnel based in the European Economic Area (EEA) who require access to the information to perform any contract entered into with you.
• Companies affiliated with the City Sender group of companies, for the purpose of improving and operating products and services.
• Selected third parties, including carriers, business partners, suppliers, and subcontractors, to perform contracts entered into with us or with you. These include website providers, application developers, hosting, maintenance, backup, storage, virtual infrastructure, payment processors, accounting firms, CRM platform providers, telecommunications network providers, and analytics system providers, etc.

City Sender takes the necessary measures to ensure that third parties with whom we share information have an appropriate level of privacy protection. In addition, we may disclose your personal data under the following circumstances:

• In the event of a business sale or purchase, where disclosure to the prospective buyer or seller may be necessary to complete the transaction.
• If required by law to disclose or share your personal data to comply with legal obligations, enforce terms and conditions, protect the rights, property, or safety of City Sender, its customers, or others. This may include exchanging information with other companies and organisations for the prevention of fraud and the reduction of credit risk.

City Sender recognises its responsibility to maintain the confidentiality of its customers' information and will make disclosures only if required by valid and binding government orders, a regulatory authority, or the fulfilment of contractual obligations with the consent of the data subject. City Sender reserves the right to object to excessive or otherwise inappropriate disclosure orders. Where permitted and not indicative of unlawful conduct, City Sender will notify its customers before disclosing their information to protect their rights.

City Sender takes appropriate safeguards when transferring data outside the EEA. Data will not be transferred to countries or territories outside the EEA unless they provide an adequate level of protection and enforceable rights are available for data subjects.

Our newsletter programme provides subscribers with relevant information about our services and any updates to our platform. When you visit our website while logged into your account, you may be presented with the opportunity to create a City Sender account through a pop-up notification. This process will automatically enrol you in the newsletter programme.

Upon registration, you will receive a welcome email with the option to unsubscribe from the newsletter if you wish. If you choose to unsubscribe, your personal data will be deleted after one (1) month.

The personal data you share with us from your Account for the purposes of creating a City Sender account and receiving the newsletter includes your email address and name. Providing additional data is optional. Your email address may be used for ad targeting.

We also maintain a record of the IP addresses used during the registration and confirmation process, which serves to verify your registration and address any potential misuse of personal data.

You may withdraw your consent to receive the newsletter at any time by clicking the opt-out link included in every newsletter email or by contacting dataprotection@citysender.gr.

Under the General Data Protection Regulation (GDPR), the processing of personal data must always be based on one of the legal grounds set out in the Regulation. The company is committed to ensuring that personal data is processed in accordance with applicable laws and regulations. Under the GDPR, the company will process your personal data only where there is an appropriate legal basis for doing so. The legal basis for processing personal data will be one of the following:

• Consent: The company will process your personal data if you have given your explicit consent for it to do so.
• Performance of a contract: The company may process your personal data where this is necessary for the performance of a contract to which you are a party, or in order to take steps at your request before entering into a contract.
• Legal obligation: The company may process your personal data where this is necessary to comply with a legal obligation to which the company is subject.
• Legitimate interests: The company may process your personal data where this is necessary for the purposes of our legitimate interests, provided that those interests are not overridden by your interests or fundamental rights and freedoms. For example:

• To establish, exercise or defend our legal rights in the event of a legal claim.
• To maintain and update our contact list.
• To manage the communications we receive from you, including phone or email contacts, and to respond to your enquiries.
• To ensure the security and stability of our networks and information.

7.1 Right of Access to Personal Data

Under the General Data Protection Regulation (GDPR), you have the right to obtain confirmation from us as to whether your personal data is being processed and, where that is the case, to access that data and the related information.

7.2 Right to Rectification of Personal Data

Under the GDPR, you have the right to ask us to correct any inaccurate personal data concerning you without undue delay. You also have the right to have any incomplete personal data completed, taking into account the purposes of the processing.

7.3 Right to Object

You have the right to object to the processing of your personal data in accordance with the provisions of the GDPR.

7.4 Right to Erasure (Right to Be Forgotten)

Where the original purposes of the processing no longer apply and we have no legal basis to refuse your request for erasure, you have the right to request that your personal data be erased.

7.5 Right to Request Restriction of Processing

If you contest our decision to process your personal data on the basis of our legitimate interest, you have the right to request restriction of that processing. You may also request restriction of processing if you believe that the personal data being processed is inaccurate or is no longer necessary for the intended purposes of the processing.

7.6 Right to Data Portability

You have the right to request that your personal data be transferred to another party.

7.7 Right to Withdraw Consent

Where the processing of your personal data is based on your consent, you have the right to withdraw your consent at any time.

7.8 Right to Lodge a Complaint with a Supervisory Authority

You have the right to lodge a complaint with the data protection authority in your jurisdiction, although we strongly encourage you to contact us first. To exercise your rights, you may submit a written request to dataprotection@citysender.gr.

We will notify the National Data Protection Authority of any data breach without delay and no later than 72 hours after becoming aware of the breach. In accordance with the provisions of the GDPR, customers and contacts will be notified personally of a data breach without undue delay only where the breach poses a significant risk to their rights and freedoms.

Any future changes to our Privacy Policy will be posted on this page and, where required, notified by email. We recommend that you check this page regularly to stay informed about your rights and how we process your personal data. This Policy was reviewed and revised most recently on 1/7/2023.

Our website may include links to third-party websites, including partners, advertisers, and websites belonging to the City Sender group of companies. If you choose to access these linked websites, it is important to note that they have their own privacy policies and we do not accept any responsibility for their policies. Please read those policies before providing any personal information on those websites.

If you have any questions, comments, complaints, or requests regarding this privacy policy, please send them to dataprotection@citysender.gr.