VisaVoila customer privacy notice

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Addresses
• Date of birth
• Account information
• Website user information, including user journeys and cookie tracking
• Identification documents

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• IP addresses
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:

• Name
• Contact information
• Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Customer or client accounts and records
• Financial transaction information
• Correspondence

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
• Your right to erasure - You have the right to ask us to delete your personal information.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information.
• Your right to object to processing - You have the right to object to the processing of your personal data.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
• Your right to withdraw consent - When we use consent as our lawful basis you have the right to withdraw your consent at any time.

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for legal requirements are:

• Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

• Directly from you

VisaVoila Ltd, the data controller, uses service providers established in countries which the Moroccan National Commission for the Control of Personal Data Protection (the “CNDP”) does not recognise as providing an adequate level of privacy protection.

Subject to the CNDP’s prior authorisation, my personal data may be transferred to the following service providers:

• Laravel Holdings Inc. – United States (Laravel Cloud and Laravel Nightwatch): hosting and operation of the VisaVoila application, secure storage of files and documents, database, cache, performance monitoring and error detection ;
• Plus Five Five, Inc. – United States (Resend): sending transactional emails, notifications and service messages ;
• Help Scout PBC – United States: management of support requests and communications with customer service ;
• Cal.com, Inc. – United States (Cal.eu service hosted in the European Union): appointment scheduling and provision of consultations by videoconference ;
• Fastmail Pty Ltd – Australia: hosting, sending and receiving VisaVoila’s professional email correspondence.

Depending on the service used, the data transferred may include my identity and contact details, account information, requests and messages, appointment information, the data and documents making up my visa file, and certain technical data necessary for the security and operation of the service.

The United States and Australia are not included in the list of countries recognised by the CNDP as providing adequate protection. Their laws may not provide rights and remedies equivalent to those available in Morocco and may, in certain circumstances, allow public authorities to access the data.

VisaVoila applies measures designed to protect transferred data, including data minimisation, encryption of communications, access controls, private storage, and contractual confidentiality and security commitments imposed on service providers.

I can exercise my rights of access, rectification and objection, or request information about these transfers, by writing to [email protected].

I can withdraw my consent for the future by contacting VisaVoila. This withdrawal will not affect transfers lawfully carried out before it was withdrawn. Where the transfer is essential to provide a feature, withdrawing consent may prevent VisaVoila from continuing to provide that feature or the relevant service.

I have read and understood the information above and I expressly, freely, specifically and knowingly consent to the transfer of my personal data to the recipients and countries indicated above, for the purposes described.

Email:[email protected]

If you remain unhappy with how we have used your data after raising a complaint with us, you can also complain to the ICO.