Driver, loyalty customer, user of Shell apps

This privacy policy provides information regarding the processing of your personal data when you use the services and/or purchase products from or on behalf of company(ies) that are part of the Shell group ("Shell" or "we"), either as:

(i) a retail, energy or e-mobility customer;
(ii) a member of a Shell loyalty program, such as Shell Box, Club Smart, Shell Go+, the SHARE program or equivalent in your location ("Shell Loyalty Program");
(iii) a visitor to a Shell website ("Site" or "Shell Site");
(iv) a user of the Shell Application or other Shell applications ("Shell Application").

As well as this Privacy Policy, other privacy policies and personalised and supplemental privacy policy statements may also contain information about how Shell processes your personal data. That would be the case if you were an energy or e-mobility consumer. In these cases, we will communicate about these privacy policies separately.

This Privacy Policy explains what personal data is processed, for what purposes, how long it is retained, how to access and update it, as well as the choices available about your personal data and where to find more information.

Except for educational events organised by Shell that are designed specifically for children, we do not knowingly collect personal data from individuals under 18 years of age. If you are under 18 years of age, please do not submit your personal data, such as name, address and e-mail address. If you wish to contact Shell and this requires us to submit your personal data (such as for education or innovation events), please ask your parent or guardian to do this on your behalf.

We collect information and personal data from you as a Shell customer, user of Shell applications and/or visitor to a Shell website or a social network managed by Shell ("Shell Social Network"). This information can be:

• Information you provide to us - when you create a Shell account profile, we will ask for your name, email address and gender (so that we can treat you appropriately, but you do not need to provide us with this information), your contact preferences and information necessary to answer any security questions. If you decide to become a member of a Shell Loyalty Programme, a user of Shell applications, Shell Drive services or our digital means of payment, we may ask you to provide us with additional personal data necessary for the provision of these services and/or authentication, such as the type of vehicle, driver category, date of birth (if it needs to be collected), communication preferences and phone number;
• Information we obtain through your use of Shell services - we will also collect information about how and where you use or purchase Shell services and products. This information may include electronic device information, IP addresses, log information, browser type and preferences, location information, online identifiers to enable cookies, and similar technologies. Your purchase history includes data regarding (i) specific products you purchase, (ii) the total amount of your purchases per transaction, (iii) the time and location of the purchases you make, and (iv) the payment method you use, including payment methods integrated into Shell applications (such as the digital payment option);
• If you are a member of a Shell Loyalty Programme - we will collect information about your participation in these programmes, including details of (i) the type and description of the reward you have chosen, (ii) the rewards you have chosen, (iii) the amount of points you have redeemed, (iv) the frequency and time of redemption of your points and (v) the delivery method used to deliver your reward (if any). If you are a Shell Drive user, we will collect the recorded routes, including coordinates, speed and acceleration of your vehicle, and compare it with other users' routes (if you have agreed to the collection of this information, including your location);
• Information collected from external sources - in order to keep your information up to date and to offer you better products and increasingly personalized services, we will compile the information we hold about you with additional information that is publicly available or obtained from authorized third parties (such as Experian or Acxiom). This includes information about your buying habits and products or services that may be of interest to you, such as the number of cars you own or the types of cars you prefer;
• Information collected from social networks - When you communicate with us through a Shell Social Network (for example, when you reply to, share or comment on a post, send videos, send a private message or sign up for a Shell Social Network), we may receive your personal data, such as username, profile picture, hometown, email address and gender. We will use the data received through social media in accordance with this Privacy Policy.

The personal data discussed in this Privacy Policy is only processed:

• with your explicit consent;
• when necessary to complete a transaction with you (such as payment information);
• where necessary for the purposes of the legitimate interests of the Shell company(ies), unless the interests or rights of freedom and fundamental rights of the individual(s) outweigh those interests;
• where necessary for Shell to comply with a legal obligation.

Where processing is based on consent, you have the right to withdraw your consent at any time. This will affect the validity of the processing before the withdrawal of consent.

We process your personal data to:

• provide and provide our products and services to you;
• manage relationships and marketing activities, such as maintaining and promoting contact with you;
• manage accounts, including account verification (i.e., ensuring that only you or someone you have authorized can access your account and information);
• serve the consumer and develop our products and services;
• conduct performance research and market analysis and develop marketing strategies;
• offer promotions and competitions to Shell customers, including digital prizes, in order to value you as a customer;
• detect or prevent fraud if you use a digital payment function in purchases of Shell products;

We may process your personal data for directly related secondary purposes, such as:

• storage, deletion or confidentiality of your personal data;
• audits, investigations, dispute resolution, insurance issues, litigation, and claims defense;
• statistical, historical, or scientific research;
• legal or regulatory compliance.

Our goal is to keep our information as accurate as possible. You may request: 

• access to your personal data;
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• the correction or deletion of your personal data (but only where it is no longer necessary for a legitimate business purpose, such as the completion of a retail transaction);
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• stop receiving marketing communications;
• that the processing of your personal data is restricted;
• that your personal data from different sources is no longer combined to create a personal profile;
• receive the personal data you have provided to Shell, in a structured and digital form, in order to transmit that data to a third party, if this is technically feasible.

To make such requests, please go to your Shell account profile or contact us at SITI-MLM-Support@shell.com email with your subject line.

You can also contact the Shell Group Data Protection Officer by post to Shell International B.V. The Hague, The Netherlands - Companies Register No. 27155369, P.O. Box 162, 2501 AN, The Hague, or by email privacy-office-SI@shell.com.

Shell uses cookies and similar technologies that collect and store information when you visit a Shell website or use a Shell application. The purpose is to allow Shell to identify your internet browser and collect data about your journey on our website, which pages you visit, the duration of your visits, and to identify it when you return, so that we can improve your experience when visiting our websites. You can control and manage your cookie preferences by adjusting your browser settings or by using Shell's cookie preference tool on Shell websites – for more information, please see Shell's Cookie Policy at www.shell.com/cookie-policy.html

We have implemented technologies and policies with the goal of protecting your privacy from unauthorized access and misuse. We may use encryption, in particular, for some of our services and apply an authentication and verification process to access Shell services, and we will regularly test and evaluate the effectiveness of our security measures.

Your personal data is processed exclusively for the purposes referred to above and will be shared only when strictly necessary for the purposes of knowledge with:

• Other companies in the Shell group of companies, including those that may be outside your location;
• With your consent, authorised third parties who work with Shell and who may provide products and/or services to users of Shell applications and Shell Loyalty Programmes;
• Authorized providers that offer digital payment services (such as PayPal, Apple Wallet, or Android Pay);
• Shell's authorised agents, licensees, service providers, external auditors and/or subcontractors;
• Public authority, government, regulatory, tax, investigative agency where it is necessary to comply with a legal or regulatory obligation to which the Shell company(ies) is subject or as permitted by applicable law; or
• Any person to whom Shell intends to assign any of its rights and/or duties.

When your personal data is transmitted to companies that are part of the Shell group and/or authorised third parties located outside your country, we take organisational, contractual and legal measures to ensure that it is processed solely for the purposes mentioned above, and that adequate levels of protection have been put in place to preserve it. Among these measures are the Binding Corporate Rules for transfers between the Shell group and, for Shell companies in the European Union, transfer mechanisms approved by the European Commission for transfers to third parties, as well as any other local legal requirements. You can find a copy of Shell's Binding Corporate Rules at www.shell.co.mz/privacy.html or by contacting us at privacy-office-SI@shell.com.

Personal data processed by Shell in accordance with this Privacy Policy will be deleted or considered anonymous (so it will no longer be possible to identify you);

(1) every 5 years for as long as you are a customer;
(2) without undue delay, when you request that your Shell account profile be deleted or your participation in a Shell Loyalty Programme be stopped;
(3) after 3 years for all subscription services after our last interaction with you (i.e. when you no longer have to use our services for a period of 3 years). In relation to financial transactions (including those carried out through a Shell application), your personal data will be kept for 10 years from the transaction.

In all cases, information may be retained for a longer period of time, either (a) where there is a legal or regulatory reason to do so (in which case it will be deleted after it has served its legal or regulatory purpose) or (b) a shorter period where the individual disapproves of the processing of his or her personal data and there is no longer a legitimate business purpose for retaining it.

This Privacy Policy may be amended from time to time. We advise you to regularly review this Privacy Policy to check for any changes. This Privacy Policy was last updated in June 2021