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General conditions

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Legal Notice

GENERAL TERMS

BOOKING CANCELLATION BY THE CLIENT

Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive the request.

You will be liable to pay the cancellation or amendment charges shown below.

More than 30 days before arrival date = 10% of the booking price.
29 – 7 days before arrival date = 50% of the booking price.
Less than 7 days before arrival = 100% of the booking price.

There will be no refunds if the client voluntarily decides to stop using the services included in the holiday before the end of his/her stay.

CHANGES BY THE COMPANY

In case the accommodation could not be occupied because of unforeseen reasons, not attributable to the company, the company has the right to substitute the original accommodation by other with the same or superior characteristics, without any additional payment.

DATA PROTECTION (Organic Law 15/1999 of 13th December )

In compliance with the Organic Law 15/1999 of 13th December, on Protection of Personal Data ("LOPD"), we inform that, through the completion of forms, your personal details will be incorporated and held in the company files, with the purpose of being able to offer and provide you with our services. In addition, we inform you of the possibility to exercise the right of access, rectification, cancellation and opposition with regard to your personal data, the company being responsible for the file.

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PRIVACY AND DATA PROTECTION POLICY

1. General Information

In compliance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data (hereinafter, the GDPR), Spanish Organic Law 3/2018 on Personal Data Protection and the Guarantee of Digital Rights (LOPDGDD), and all other applicable data protection regulations, Bevallemyfriend S.L. informs users about the processing of their personal data.

Bevallemyfriend S.L. applies the principle of accountability and adopts appropriate technical and organisational measures to ensure a level of security appropriate to the risks associated with the processing activities carried out.

2. Data Controller: Who Are We?

Company name: Bevallemyfriend S.L.
Tax ID (CIF): B09945353
Business activity: Management of tourist and holiday rentals, real estate consultancy and investment.
Address: Avd. de Europa 26, Edif. 5, 2ª (INITIA), 28224 Pozuelo de Alarcón, Madrid, Spain.
Telephone: 911 845 906 / 610 548 747
Email: info@bevalle.com

Bevallemyfriend S.L. is registered with the Madrid Commercial Registry, Volume 43336, Folio 10, Sheet M-765573.

3. For What Purposes Do We Process Your Personal Data?

Personal data provided to Bevallemyfriend S.L. through BeValle.com, our communication channels, our staff or our customer service channels may be processed for the following purposes:

To manage requests for information and enquiries.
To manage bookings and provide contracted services.
To communicate with guests and prospective customers.
To manage incidents, requests and complaints.
To comply with legal obligations applicable to our business.
To manage payments, invoicing and other obligations arising from the contractual relationship.
To provide assistance and customer support.
To monitor and improve the quality of our services and customer service channels.
To send marketing communications where there is a lawful basis for doing so.

As a general rule, Bevallemyfriend S.L. does not make decisions producing legal effects for users based solely on automated processing or profiling.

4. Lawful Basis: Why Can We Process Your Data?

The lawful basis will depend on the purpose of the processing and the relationship with the data subject:

Performance of a contract or implementation of pre-contractual measures: where the data are necessary to manage a booking, provide a contracted service or respond to a request made prior to entering into a contract.

Compliance with legal obligations: where processing is necessary to comply with legal obligations applicable to Bevallemyfriend S.L.

Legitimate interests: to deal with certain enquiries and complaints, protect our rights and interests, and monitor and improve the quality, security and operation of our customer service channels, after balancing the interests and rights of the data subjects where appropriate.

Consent: where consent is legally required, for example for certain marketing communications or other processing activities requiring it. Consent may be withdrawn at any time without affecting the lawfulness of processing carried out prior to its withdrawal.

5. Recipients and Service Providers: With Whom Do We Share Your Data?

Bevallemyfriend S.L. will not disclose personal data to third parties unless required by law, necessary for the provision of the requested services, or where another lawful basis permits such disclosure.

To provide certain services, Bevallemyfriend S.L. uses service providers that may have access to personal data, acting as data processors and following the instructions of Bevallemyfriend S.L.

These providers may include services relating to:

Hosting and technology infrastructure.
Booking and accommodation management systems.
Communications and messaging.
Customer service.
Artificial intelligence.
IT and support services.

Where applicable, Bevallemyfriend S.L. will enter into the corresponding data processing agreements with these providers and require the safeguards provided for under applicable legislation.

Certain data may also be disclosed to Public Administrations, Law Enforcement Authorities, Courts, Tribunals or other bodies where required by law.

6. WhatsApp Business

When users contact BeValle through WhatsApp Business, data such as their first and last name, telephone number, message content, documents or information voluntarily provided, and metadata associated with the communication may be processed.

These data will be used to:

Manage enquiries and requests for information.
Provide assistance relating to bookings and accommodation.
Send requested documentation or information.
Carry out any necessary follow-up communications.

The lawful basis will depend on the nature of the communication and may consist of the implementation of pre-contractual measures, performance of the contractual relationship, Bevallemyfriend S.L.'s legitimate interest in responding to requests received or, where necessary, consent.

WhatsApp Business is a service provided by entities within the Meta group, and the processing carried out by that provider will also be subject to its corresponding terms and privacy policies.

7. Telephone Customer Service Using an Artificial Intelligence Virtual Assistant

Bevallemyfriend S.L. may use an artificial intelligence-based virtual assistant to handle certain telephone calls, answer enquiries, provide information about accommodation and services, and assist guests and prospective customers.

At the beginning of the communication, users will be informed that they are interacting with an artificial intelligence virtual assistant and that the call may be recorded and transcribed.

Data That May Be Processed

Depending on the content of the conversation, the following data may be processed:

Telephone number.
Voice.
Call recording.
Transcript of the conversation.
Date, time and duration.
Content of the enquiry.
Information relating to a booking or accommodation where necessary to deal with the request.
Other data voluntarily provided by the user during the conversation.

BeValle recommends that users do not provide the virtual assistant with data that are not necessary to resolve their enquiry, particularly sensitive information, bank details, full payment card numbers or identification documents.

Purposes

These data may be processed to:

Respond to enquiries and requests.
Provide information about accommodation, availability, bookings and services.
Provide assistance to guests.
Manage requests relating to contracted services.
Monitor the proper functioning of the assistant.
Detect errors and improve the quality of customer service.

Lawful Basis

Depending on the nature of the call, processing may be based on:

The implementation of pre-contractual measures requested by the data subject.
The performance of an existing contractual relationship.
Bevallemyfriend S.L.'s legitimate interest in assisting its users and customers and monitoring and improving the quality and security of its customer service.

Technology Provider

For the provision of its AI-based telephone assistance service, Bevallemyfriend S.L. uses the technological services of Retell AI, Inc., which acts as a data processor in accordance with the corresponding data processing agreement.

Retell AI, Inc. may use sub-processors to provide certain technological components of the service, subject to the obligations and safeguards established in that agreement.

Retention

Recordings, transcripts and other stored information associated with the AI telephone assistance service will generally be retained for a maximum period of 60 days.

After this period, they will be deleted in accordance with the settings and procedures applicable to the service, without prejudice to the possibility that certain information may be retained for a longer period where necessary to comply with a legal obligation or for the establishment, exercise or defence of legal claims.

Bevallemyfriend S.L. applies measures aimed at minimising the retention of personal information contained in these conversations.

8. International Data Transfers

The use of certain technology providers may involve the processing of personal data outside the European Economic Area.

Where an international transfer requires additional safeguards under the GDPR, Bevallemyfriend S.L. will apply the mechanisms provided for under data protection legislation.

In particular, the data processing agreement entered into with Retell AI, Inc. incorporates, where applicable, the Standard Contractual Clauses approved by the European Commission for international transfers of personal data.

The use of services such as WhatsApp Business may also involve international data transfers, which will be carried out in accordance with the applicable mechanisms and safeguards established by their respective providers and applicable legislation.

9. Retention: How Long Will We Keep Your Data?

Personal data will be retained for as long as necessary to fulfil the purpose for which they were collected and for as long as the corresponding contractual or service relationship remains in force.

Thereafter, they may be kept duly blocked for the applicable statutory limitation periods in order to address potential liabilities and for the establishment, exercise or defence of legal claims.

Where a specific retention period applies to a particular processing activity, that period will apply. In particular, stored recordings and transcripts relating to the AI telephone assistant will generally be retained for a maximum of 60 days, subject to the exceptions indicated above.

10. Security: How Do We Protect Your Data?

Bevallemyfriend S.L. applies appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss or alteration, as well as against unauthorised access, disclosure or processing.

These measures are established taking into account the state of the art, the nature of the data processed and the risks associated with the processing.

Providers accessing personal data on behalf of Bevallemyfriend S.L. must comply with the corresponding security and confidentiality obligations.

11. Your Rights

Data subjects may exercise the following rights where applicable:

Access: to find out what personal data we process and obtain information about their processing.
Rectification: to request the correction of inaccurate data.
Erasure: to request the deletion of their data where the legal requirements are met.
Restriction of processing: to request that processing be restricted in the circumstances provided for by law.
Objection: to object to certain processing based on legitimate interests.
Data portability: to receive certain personal data in a structured, commonly used and machine-readable format where applicable.
Withdrawal of consent: to withdraw previously given consent at any time, without affecting the lawfulness of processing carried out before its withdrawal.

To exercise these rights, you may contact us free of charge at:

Bevallemyfriend S.L.
Avd. de Europa 26, Edif. 5, 2ª (INITIA)
28224 Pozuelo de Alarcón, Madrid, Spain
Email: info@bevalle.com

Bevallemyfriend S.L. may request information that is strictly necessary to verify the identity of the applicant where there are reasonable doubts regarding their identity.

12. Video Surveillance

Where video surveillance systems are managed by Bevallemyfriend S.L., images will be processed for the purpose of ensuring the security of persons, property and facilities.

Images will be retained for a maximum period of 30 days, unless they need to be kept for longer in order to provide evidence of events relating to an investigation, incident or administrative or judicial proceeding.

Images may be disclosed to Law Enforcement Authorities, Courts, Tribunals or other authorities where legally appropriate.

Data subjects may exercise the applicable rights using the contact details provided in this Privacy Policy.

13. Right to Lodge a Complaint with the Supervisory Authority

If you believe that the processing of your personal data infringes data protection legislation, you may lodge a complaint with the Spanish Data Protection Agency (AEPD).

14. Updates to This Privacy Policy

Bevallemyfriend S.L. may amend this Privacy Policy to adapt it to legislative, case-law, technological or other changes relating to the processing of personal data carried out.

Where changes are significant, appropriate measures will be taken to inform data subjects.