PRIVACY POLICY — BEST TRANSFER

Last updated: June 24, 2026

Your journey starts here. This Privacy Policy explains how BEST HOUSE EOOD, operating under the brand Best Transfer, collects, uses, shares, stores, and protects personal data when you use our website, booking pages, integrated booking tools, customer support channels, and related transportation services (together, the “Platform”).

This Policy is intended to comply with the General Data Protection Regulation (EU) 2016/679 (GDPR), Bulgarian data protection law, and applicable privacy requirements. Please read it carefully.

1. Who We Are / Data Controller

The data controller for personal data processed through the Platform is:

Company: BEST HOUSE EOOD
Address: 47 Dragoman Str., floor 2, apt. 3, 9000 Varna, Bulgaria
Brand: Best Transfer
Website: https://besttransfer.bg
Privacy Enquiries: privacy@besttransfer.bg
General Support: support@besttransfer.bg

2. Scope of This Privacy Policy

This Policy applies to customers, passengers, website visitors, corporate clients, partners, drivers, Transport Partners, and any other persons communicating with us or booking rides through our Platform.

ℹ️ Note: Some services may be subject to separate privacy notices from third-party booking channels, payment providers, maps providers, or specialized transport/dispatch partners (such as embedded booking widgets). Their policies apply to processing they perform as independent controllers.

3. Personal Data We Collect

Depending on how you interact with the Platform, we may collect the following categories of personal data:

Identity & Contact Data: Name, email address, phone number, company name, passenger name, and communication preferences.
Booking & Travel Data: Pickup and drop-off locations, date and time, flight or train number, route, destination, passenger count, luggage details, child seat or special assistance requests, service type, vehicle category, and trip history.
Location Data: Pickup and drop-off addresses, route information, driver live location during assigned trips, and trip status updates.
Payment & Billing Data: Payment status, transaction reference, invoice details, billing address, VAT details, and limited payment info (e.g., card brand and last digits). Full card data is processed securely by our certified payment providers and is never stored by us.
Technical & Device Data: IP address, device type, operating system, browser type, language, access logs, and cookies.
Communications Data: Emails, SMS notifications, chat messages, call notes, support requests, complaints, and feedback.
Marketing & Analytics Data: Website usage, campaign source, consent status, preferences, and interaction data.

4. How We Collect Personal Data

Directly From You: When you request a quote, make a booking, contact our support team, visit the website, pay for a service, or submit feedback.
From Third Parties & Partners: Received from booking partners, corporate clients, hotels, travel agencies, payment providers, dispatch technology providers, analytics/maps providers, and Transport Partners where necessary to manage the service.

5. Purposes and Legal Bases for Processing

We process your data strictly under valid legal bases prescribed by the GDPR:

Purpose of Processing	Legal Basis (GDPR)
Providing quotes, confirming bookings, and performing transportation services	Contract performance
Assigning Drivers/Partners, dispatch management, route, and trip status updates	Contract performance & Legitimate business interests
Processing payments, refunds, invoicing, and keeping accounting records	Contract performance & Legal obligations
Providing customer support, service notifications, and booking updates	Contract performance & Legitimate interests
Safety monitoring, fraud prevention, handling complaints, and legal defense	Legitimate interests & Legal obligations
Compliance with tax, accounting, transport, and law enforcement laws	Legal obligations
Improving the website, diagnosing bugs, and analyzing traffic usage	Legitimate interests (and consent where required)
Sending marketing communications or using advertising technologies	Consent or Legitimate interests where permitted

6. Location Data

Location data is vital for running a precise transport service. We process pickup/drop-off addresses, route info, live driver locations during active trips, and trip status events.

Usage: Setting precise pickup points, navigating drivers, showing ride status, estimating arrival times, supporting customer service, and verifying service performance.
Control: We do not use precise location data for unrelated purposes without a valid legal basis.

7. Payments

All digital payments are processed securely by certified third-party providers.

We do not store full payment card numbers, CVV codes, or card authentication data.
We only receive confirmation references, transaction status, amounts, and limited card identifiers (like card brand and last 4 digits) for verification and fraud prevention.

8. Cookies and Analytics

Our website uses cookies and pixels to deliver core functions, remember your preferences, improve security, and analyze performance. Non-essential tracking or marketing cookies will only be deployed with your explicit Consent, which you can manage at any time via your browser settings.

9. Service Communications and Marketing

Transactional Messages: Booking confirmations, driver details, payment receipts, and ride updates are operational and not optional as they are legally and contractually necessary to perform the requested service.
Marketing Messages: Sent only where permitted by law or with your explicit consent. You can opt out at any time via the „Unsubscribe“ link in our emails.

10. Sharing of Personal Data

We do not sell your personal data. We share it only as necessary to fulfill your travel needs with:

Drivers & Transport Partners tasked with performing your specific booking.
Dispatch and Booking Technology Providers used to operate the system infrastructure.
Payment Processors, Banks, and Accounting Providers for billing and invoicing.
Maps, Navigation, SMS, Email, and Customer Support software providers.
Corporate Clients, Hotels, or Travel Agencies if the booking was made through or for them.
Professional Advisers, Insurers, and Auditors.
Public Authorities & Law Enforcement where strictly required by law or to protect legal rights.

11. International Transfers

If any of our specialized service providers process data outside the European Economic Area (EEA), we safeguard those transfers using GDPR-approved mechanisms, primarily Standard Contractual Clauses (SCCs) or adequacy decisions.

12. Data Retention

We retain data only as long as necessary to provide services, comply with legal mandates, or resolve disputes.

Booking and operational records: Retained for the period necessary for service validation, disputes, and legal purposes.
Financial & Invoice records: Kept for the statutory periods required by Bulgarian tax and accounting law (typically up to 10 years).
When data is no longer contractually or legally required, it is permanently deleted or securely anonymized.

13. Your GDPR Rights

Under the GDPR, you possess the following rights regarding your data:

Right to be informed about how your data is processed.
Right of access to your personal data.
Right to rectification of inaccurate or incomplete data.
Right to erasure (“the right to be forgotten”).
Right to restriction of processing.
Right to data portability to another provider.
Right to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent at any time.

📬 To exercise any of these rights, please contact us directly at privacy@besttransfer.bg. We will respond within the statutory one-month period. We may require identity verification to protect your security.

14. Children’s Privacy

Our Platform and services are not intended for individuals under 18. We do not knowingly collect children’s data. If a minor is traveling as a passenger, their reservation must be managed entirely by a parent, guardian, or authorized adult.

15. Security

We employ robust technical and organizational measures (encryption, access controls, firewalls, secure hosting) to safeguard your data against loss, theft, or misuse. While we strive for maximum protection, no method of transmission over the internet is completely secure.

16. Automated Decision-Making

We utilize automated tools to support dispatch efficiency, route planning, pricing estimates, and fraud detection. We do not engage in purely automated profiling that produces legally binding or similarly significant effects on you without appropriate human safeguards.

17. Complaints

If you feel your data rights have been breached, please contact us first at privacy@besttransfer.bg so we can resolve the issue immediately.

You also hold the absolute right to lodge a formal complaint with the Bulgarian supervisory authority:

Authority: Commission for Personal Data Protection (CPDP / КЗЛД)
Address: 2 Prof. Tsvetan Lazarov Blvd., 1592 Sofia, Bulgaria
Website: https://www.cpdp.bg

18. Changes to This Privacy Policy

We may update this policy periodically to reflect operational, technical, or legal changes. The current version will always feature a revised “Last updated” date at the top.

19. Contact Us

For any privacy questions, data requests, or support:

Email: privacy@besttransfer.bg / support@besttransfer.bg
Postal Mail: BEST HOUSE EOOD, 47 Dragoman Str., floor 2, apt. 3, 9000 Varna, Bulgaria
Official Website: https://besttransfer.bg