Privacy Policy

Company: City Lockers, Lda

Website: www.citylockers.pt

This Privacy Policy explains how City Lockers collects, uses and protects personal data in connection with its luggage storage services, including self-service lockers, staffed left luggage locations, online bookings, payments, customer support and luggage protection claims.

By using City Lockers’ services or website, the user acknowledges that their personal data may be processed in accordance with this Privacy Policy.

1. Data Controller

1.1. The data controller is:

City Lockers, Lda

Website: www.citylockers.pt

Email: help@citylockers.pt

2. Personal Data We May Collect

2.1. City Lockers may collect and process the following personal data:

a) Name, email address and phone number;

b) Booking details, including location, date, time, number of bags or items, service type and booking reference;

c) Payment information and transaction references, processed through payment providers;

d) Customer support communications, including messages, emails, calls or incident reports;

e) Information provided in connection with luggage protection claims, including photos, receipts, proof of ownership, police reports or other supporting documents;

f) CCTV images and access/security records at City Lockers locations, where applicable;

g) Technical information related to website or booking platform usage, such as IP address, device information, browser type and cookies, where applicable.

2.2. City Lockers does not intentionally collect special categories of personal data unless such information is voluntarily provided by the user and is strictly necessary for a specific request, legal obligation or claim.

3. Purposes of Data Processing

3.1. City Lockers processes personal data for the following purposes:

a) To provide luggage storage services;

b) To manage online bookings and payments;

c) To identify users where necessary for support, lost access codes, claims, incidents or disputes;

d) To provide customer support and respond to inquiries;

e) To manage cancellations, refunds, late pick-ups and luggage protection claims;

f) To ensure the security of users, lockers, locations, staff and property;

g) To prevent fraud, misuse, illegal activity or breaches of the Terms and Conditions;

h) To comply with legal, tax, accounting, regulatory or law enforcement obligations;

i) To improve City Lockers’ services, website and booking platform.

4. Legal Bases for Processing

4.1. City Lockers processes personal data based on one or more of the following legal bases:

a) Performance of a contract, where processing is necessary to provide the requested service;

b) Legal obligation, where processing is required for tax, accounting, regulatory or law enforcement purposes;

c) Legitimate interest, including service security, fraud prevention, customer support, claims management and business operations;

d) Consent, where required by law, including for certain cookies or marketing communications.

5. Payments

5.1. Online payments may be processed by third-party payment providers, including Stripe.

5.2. City Lockers does not store full card details.

5.3. Payment information is processed directly by the payment provider in accordance with its own terms and privacy policy.

6. CCTV and Security Monitoring

6.1. Some City Lockers locations may be monitored by CCTV and connected to security or alarm systems.

6.2. CCTV may be used for the safety of users, prevention and investigation of theft, damage, misuse, incidents, disputes, illegal activity or breaches of the Terms and Conditions.

6.3. CCTV footage is only accessed when necessary and may be shared with competent authorities where legally required or justified.

7. Data Sharing

7.1. City Lockers may share personal data only where necessary with:

a) Payment processors and booking platform providers;

b) IT, hosting, security, maintenance and customer support service;

c) Insurance providers, partners or professional advisers where necessary for claims or disputes;

d) Public authorities, courts, police or regulators where legally required or necessary to protect rights, safety or property.

7.2. City Lockers does not sell users’ personal data.

8. Data Retention

8.1. City Lockers keeps personal data only for as long as necessary for the purposes described in this Privacy Policy.

8.2. Booking, payment, tax and accounting data may be retained for the legally required period.

8.3. Customer support, incident and claim-related data may be retained for as long as necessary to manage the request, defend legal claims or comply with legal obligations.

8.4. CCTV footage is retained for a limited period, unless it is required for investigation, legal claims, security incidents or compliance with legal obligations.

9. User Rights

9.1. Under applicable data protection laws, users may have the right to:

a) Access their personal data;

b) Request correction of inaccurate or incomplete data;

c) Request deletion of personal data, where legally possible;

d) Request restriction of processing;

e) Object to processing based on legitimate interests;

f) Request data portability, where applicable;

g) Withdraw consent, where processing is based on consent;

h) Lodge a complaint with the competent data protection authority.

9.2. Requests may be sent to City Lockers using the contact details provided in this Privacy Policy.

10. Cookies and Website Data

10.1. City Lockers’ website may use cookies or similar technologies to ensure website functionality, improve user experience, analyse website usage and support online bookings.

10.2. Where required by law, users will be asked to provide consent for non-essential cookies.

10.3. Users may manage cookies through their browser settings or through the cookie options made available on the website.

11. International Transfers

11.1. Where personal data is processed by service providers located outside the European Economic Area, City Lockers will take appropriate safeguards as required by applicable data protection laws.

12. Changes to This Privacy Policy

12.1. City Lockers may update this Privacy Policy from time to time.

12.2. The updated version will be made available on the City Lockers website or through other appropriate means.

13. Contact

13.1. For privacy-related questions or requests, users may contact City Lockers through:

City Lockers, Lda

Website: www.citylockers.pt

Email: help@citylockers.pt

Phone: +351 914 101 466