Privacy Policy

Handled, operating under the Handled Portugal service identity, respects your privacy and aims to handle personal information clearly, carefully and only where needed.

This website and the Handled Portugal service are operated by Europrime Retail Solutions Unipessoal Lda, a company registered in Portugal.

For the purposes of applicable data protection laws, Europrime Retail Solutions Unipessoal Lda acts as the data controller for personal information collected through this website, contact forms, email, WhatsApp or other direct communication channels.

Registered address: Rua Das Pretas 43, 2 andar, sala 5, 9000-049 Funchal, Madeira, Portugal

NIPC: 517975203

Contact: [email protected]

Information we may collect

When you contact us, submit a form, send a WhatsApp message, email us or otherwise communicate with Handled, we may receive information you choose to provide, such as:

• your name and contact details;
• your email address;
• your WhatsApp number or phone number, if provided;
• dates, approximate timing or availability related to your request;
• locations, routes, arrival details, accommodation details or local context relevant to the request;
• information about travellers, guests, family members or other people involved, where relevant;
• luggage, access, handover, property-related or practical support details, where relevant;
• any other information you choose to share with us in connection with a journey, local support request or partnership inquiry.

We may also process limited technical information related to website use, such as basic device, browser, usage or log information, where this is generated by website hosting, security, analytics or similar tools.

How we use your information

We use personal information only where it is reasonably necessary for the purposes described in this Privacy Policy, including to:

• understand your request;
• reply to your inquiry;
• communicate with you by email, WhatsApp, phone or other agreed channels;
• clarify details about a journey, local support request or partnership inquiry;
• prepare a suitable proposal, quotation or practical next step;
• coordinate agreed journeys, support arrangements, local communication or related services;
• manage operational, administrative, accounting or legal obligations;
• improve the website, communication flow and overall client experience.

We do not sell your personal information.

Legal basis for processing

Depending on the situation, we may process personal information on one or more of the following legal bases:

• Pre-contractual steps or contract performance — when we respond to your inquiry, prepare a proposal, coordinate an agreed service or communicate about arrangements you requested.
• Legitimate interests — when we manage client communication, improve our website, maintain business records, prevent misuse or organise our internal workflow, provided that your rights and interests do not override those interests.
• Consent — where we rely on your consent, for example for certain optional communications or non-essential analytics/cookies where applicable.
• Legal obligations — where we need to keep or process information for accounting, tax, consumer, legal or regulatory reasons.

Form submissions

Our contact form may be processed through Formspree, a third-party form handling service. Formspree helps us receive and manage website inquiries securely.

Information submitted through the form may include the details you enter into the form fields, technical metadata connected with the submission and any message content you choose to provide.

Form submissions are used only to receive, review and respond to inquiries or requests connected with Handled services.

Email and WhatsApp communication

If you contact us by email or WhatsApp, we may use the information you provide to reply and continue the conversation about your request.

WhatsApp is operated by a third party, and your use of WhatsApp may be subject to WhatsApp’s own terms and privacy practices. Please avoid sending sensitive personal information unless it is necessary for your request.

We may keep relevant communication history where reasonably necessary to manage your request, provide agreed services, maintain business records or comply with legal obligations.

Analytics and cookies

This website may use privacy-conscious analytics tools to better understand website usage and improve the overall experience.

Where analytics or similar tools involve non-essential cookies or comparable technologies, they should be used in accordance with applicable consent requirements.

More information about cookies and similar technologies is available in our Cookie Policy.

Third-party service providers

We may use trusted third-party service providers to operate the website, receive inquiries, communicate with clients, provide hosting, manage email, process forms, support analytics, maintain security or assist with administrative and operational tasks.

These providers may process personal information only where necessary for the relevant service and subject to their own security, privacy and contractual obligations.

Examples may include website hosting providers, form handling providers, email services, WhatsApp or other communication tools, analytics providers and professional advisers where required.

International transfers

Some third-party service providers or communication tools may process personal information outside Portugal or outside the European Economic Area.

Where personal information is transferred outside the European Economic Area, we rely on appropriate safeguards where required by applicable data protection law, such as adequacy decisions, standard contractual clauses or other lawful transfer mechanisms.

Data retention

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

This may include the time needed to respond to inquiries, manage communication, coordinate requested services, maintain business records, comply with accounting or legal obligations, resolve disputes or protect legitimate business interests.

Retention periods may vary depending on the nature of the information, the request, the service provided and applicable legal requirements.

Your rights

Subject to the conditions and limits set by applicable data protection law, you may have the right to:

• request access to your personal information;
• request correction of inaccurate or incomplete information;
• request deletion of your personal information;
• request restriction of processing;
• object to certain processing based on legitimate interests;
• request data portability where applicable;
• withdraw consent where processing is based on consent.

You can exercise these rights by contacting us at [email protected].

We may need to verify your identity before responding to certain requests.

Complaints

If you have concerns about how we process your personal information, we encourage you to contact us first so we can try to address the issue.

You also have the right to lodge a complaint with a data protection supervisory authority. In Portugal, the supervisory authority is the Comissão Nacional de Proteção de Dados (CNPD).

CNPD website: www.cnpd.pt

Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, misuse, loss or disclosure.

However, no website, email, messaging system or internet-based communication method can be guaranteed to be completely secure.

Children’s information

Handled services may involve families travelling with children. Where information about children is provided, it should be shared only by a parent, guardian or responsible adult and only where relevant to the request, such as children’s ages, journey comfort, luggage or practical family needs.

We do not knowingly collect personal information directly from children through this website.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, website, tools or legal requirements.

The updated version will be published on this page with a revised “Last updated” date.

Contact

For privacy-related questions or requests, contact us at:

[email protected]

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