Privacy Policy - Help and Support

	Privacy policy
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What does this privacy notice cover?

Protecting your privacy is important to Shell;

Please take a few minutes to review this Privacy Policy and contact us if there are any questions.

This privacy notice provides information regarding the processing of your personal data when using services and/or purchasing products from or on behalf of a company or companies within the Shell group of companies (“Shell” or “we”) whether as:

a retail customer;
a member of a Shell loyalty program, if applicable in your country ;
a visitor to a Shell website (“Website” or “Shell Website”); and/or
a user of the Shell Application or other Shell applications (“Shell Apps”).

Once you have accepted this privacy policy, you can create a personal profile to navigate Shell's various services. If you choose to do so, a personal profile will be created for you to use and navigate across these Shell services (‘Single Sign On’). As well as this notice, supplementary notices may contain further information to reflect local practices and applicable legal requirements and contains further contact details regarding the processing of personal data by Shell.

This privacy notice explains what personal data is processed, for which purposes, how long we hold the personal data for, how to access and update your personal data, the options you have regarding your personal data and where to go for further information.

When you use Shell services or Shell apps, you may find links to other sites or applications. Although these sites or applications are chosen with the utmost care, we are not responsible for the processing of your personal data by these websites or applications. This Privacy Policy therefore does not apply to the use of these sites or applications.

Special Notice – if you are under 15 years old. Processing children’s’ personal data

Shell does not intentionally collect personal data of those under 15 years’ old. If you are under 15 years’ old please do not send us your personal data (for example, your name, address and email address). If you are under 15 years’ old and you wish to ask a question or use the Shell Website and/or a Shell App in anyway which requires you to submit your personal data please get your parent or guardian to do so on your behalf.

What personal data do we process? Collection of information

We collect information, including personal data about you, as a Shell customer, user of Shell Apps and/or visitor to a Shell website. This information may be either

Information that you provide to us – when creating a Shell account profile, we will ask for your name, e-mail address and gender (so that we can address you properly but you do not have to provide us with this information), your contact preferences and information necessary for answering any security questions. If you decide to become a member of a Shell loyalty program, a user of Shell Apps, Shell Drive services or our mobile payments, we may ask you to provide further personal data necessary for the performance of such services and/or authentication such as type of vehicle, driver pattern, date of birth (if collected), communications preferences and mobile number.
Information that 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. Such 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 buy, (ii) the total amount of your purchases per transaction, (iii) the time and place of the purchases you make and (iv) the payment method you use, including payment methods embedded in the App (such as mobile payment option).
If a Shell Loyalty Programme exists in your country and if you are a member of a Shell Loyalty Programme and/or Shell Drive - we will collect information about your participation in these programs - this includes data regarding (i) the type and description of the award you have chosen, (ii) the awards you have chosen, (iii) the amount of points you have redeemed, (iv) the frequency and time of redemption of your points and (v) delivery method used to deliver your award (if any). If you are a user of Shell Drive we will collect your recorded journeys, including your vehicle co-ordinates, speed and acceleration, comparing this against other users (if you have consented to the collection of such information, including your location).
Your purchase history - This covers data about (i) the specific products you buy, (ii) the total amount of your purchases per transaction, (iii) where and when you make your purchases, and (iv) the payment method you use, including payment methods built into the app (such as the mobile payment option).

The personal data covered by this privacy notice is only processed:

with your explicit consent; or
where it is necessary to conclude a transaction with you (such as payment information); or
where it is necessary for Shell to comply with a legal obligation.

Where the processing is based on consent, you have the right to withdraw your consent at any time. This will not affect the validity of the processing prior to the withdrawal of consent. Where you choose not to provide us with information set out above for the purposes of using a Shell App or participating in the Shell Loyalty Programme the only consequence is that it will affect your ability to fully interact with the Shell App and/or to participate in the Shell Loyalty Programme.

Customer service and customer relations management

If you contact our customer service centre with a question or complaint, we may ask you for certain information to identify you and help us respond to your request. We use the personal data provided to improve customer support services. We may also use personal data provided as part of a transaction to improve customer service or respond to a transaction-related request.

If you have a question or complaint about your participation in our Loyalty Programme, when such a program exists in your country, (e.g. account balance, gift receipt) or a transaction with the app, we may also ask for personal details to confirm your identity. We can also review your transaction history including the time of the transaction, the amount spent, the volume of fuel purchased and the location of the service station to improve customer service.

Promotions and contests

Shell regularly organizes promotions for its customers. In some cases, we ask you to provide us with your personal data in a registration form, advertisement or website to participate in the promotion. If you choose to participate in such promotions, we may process the personal data you provided to register or confirm your participation, to determine if you meet the terms of the promotion and to send you prizes or rewards. Depending on the promotion, we can also process information about your participation in the promotion, such as your scores, submissions or prizes earned.

Who is responsible for any personal data collected?

Depending upon your location, a company from the Shell group of companies will be responsible for processing your personal data – your local country site specifies the local company responsible for the processing of your personal data.

For what purposes do we process your personal data?

The personal data covered by this privacy notice is only processed:

with your explicit consent; or
where it is necessary to conclude a transaction with you (such as payment information); or
where it is necessary for Shell to comply with a legal obligation.

We process your personal data for the purposes of:

maintaining and promoting contact and relationship with you;
account management including account verification (that is, ensuring that only you or someone you have authorized can access your account and information);
customer service and development;
performance of and analysis of market surveys and marketing strategies;
promotions and contests offered to Shell customers, including offering you digital rewards to recognise you as a valued customer;
detecting or preventing fraud if you use a mobile payment function to purchase Shell products (if available in your market);

(or for a secondary purpose where it is closely related, for example such as storing or deleting it).

Customer service and customer relations management

Promotions and contests

Communication and marketing – my choices

If you have consented to receive such communications from Shell, you may receive offers that are tailored towards your preferences based on your use of Shell services, your purchase history, your participation in promotions, surveys, the Shell Loyalty programme and your use of Shell websites, Apps and other digital channels as well as other data that you have provided to Shell.

(If a Shell Loyalty Programme exists in your country, as a member of our Shell Loyalty Programme, in order to participate in benefits from the Shell Loyalty Programme that are tailored towards your personal preferences we analyze your participation in the Shell Loyalty Programme, use of Shell services, your purchase history, your participation in promotions, surveys and your use of Website, Apps and other digital channels as well as any other data that you have provided to Shell.)We may send you service updates and notifications without your advance consent only where you are an existing user Shell Apps or other services and such updates and/or notifications are necessary for the proper functioning of the Shell Apps or other services that you use.

You may receive pertinent offers and communications by different channels and you may update your subscription preferences via your Single Sign On account settings anytime or use the unsubscribe functionality for the different digital channels.

Transaction security and preventing, detecting and investigating fraud

When you use a mobile payment App to purchase Shell products (if available in your market), you may be asked to provide additional personal details to complete the transaction. We may use the personal data you provide to prevent, detect and investigate fraud and to enforce the terms and conditions of the mobile payment App.

We may share some information with the service providers involved in mobile payments (such as PayPal), including but not limited to your IP address, device ID or unique identifier, loyalty card number for the purposes detailed above as well as for the purposes of collecting points, device type, geo-location information, connection information (for e.g. wi-fi) and mobile network information.

Feedback and discussion forums

If Shell apps offer to provide feedback and/or discussion forums (or similar) at any time, we can collect the information you disclose to us using these means. This information will be used in accordance with this Privacy Policy. Please note that Shell cannot be held responsible for the use by other parties of the personal data that you make available to these third parties through feedback or forums as part of this application. Be careful about the personal information you disclose in this way.

Badges

We may process the information that you have provided to Shell as well as the information that we obtain through your use of Shell products and services to offer you digital awards and rewards to recognize you as our valued customer. Such electronic badges may be assigned to users of Shell Apps as with regard to their use of the Shell Apps, purchasing history, expressed interests in Shell products and services and use of Shell Drive.

You can choose to opt-out from such communication by opting-out from the Badges functionality through the settings in the Shell Apps.

My data

We aim to keep our information as accurate as possible. You can access your personal data, request correction or deletion of the personal data (but only where it is no longer required for a legitimate business purpose such as completing a retail transaction) and request that the processing of the personal data is restricted. Please go to your Shell account profile to make such update or please send your request via email to SITI-MLM-Support@shell.com.

You can also choose to update your communication and subscription preferences with your profile's settings in your Shell account. You can also opt out of the various digital means of communication using the unsubscribe feature in these communications.

Right of access, rectification, and to erase

You have the right to access to your personal data. We will also provide you with information about the purpose of data processing, what kind of information we process for these purposes, the categories of recipients to whom we have disclosed your personal data, and the criteria used to determine the period during which we retain your personal data.

If you want to correct your personal data in case it is inaccurate, we will process your request without undue delay - you can also correct your personal data yourself by updating your profile in your Shell account or sending an email to SITI-MLM-Support@shell.com. We may want to verify your identity before responding to your request.

Right to erase data and processing restrictions

You also have the right to ask us to delete your personal data or restrict its processing and we will accede to your request without undue delay, unless we must keep your personal data to comply with a legal obligation. In this case, we will terminate your use of Shell services and delete your profile in your Shell account.

In case we cannot access your request to delete your personal data, you can request a restriction on the processing of such data. In these cases, we will only keep and process your personal data for the purpose for which we need to keep it. We will not contact you to inform you of Shell offers or any other similar communication.

Right to data portability

You have the right to receive personal data that concerns you and which you have provided to Shell, in a structured, digital form and transmit such data to another party, if this is technically feasible. Please contact via e-mail to SITI-MLM-Support@shell.com in this respect.

Who can I contact if I have a query, concern or complaint?

If you have any issues, queries or complaints regarding the processing of your personal data, please contact us via e-mail to SITI-MLM-Support@shell.com for further information or for submitting such requests.

You may also contact the Shell Group Chief Privacy Office at Shell International B.V. The Hague, The Netherlands - Trade Register No. 27155369 Correspondence: PO Box 162, 2501 AN, The Hague at privacy-office-SI@shell.com.

If you are unsatisfied with the handling of your personal data by Shell, then you have the right to lodge a complaint to your own data protection authority or the Dutch Data Protection Authority whose address is Prins Clauslaan 60, 2595 AJ The Hague, Netherlands. Please visit https://autoriteitpersoonsgegevens.nl/en for more information.

Cookies and similar technologies

Shell uses cookies and similar technologies that collect and store information when you visit a Shell website or use a Shell App. This is to enable Shell to identify your internet browser and collect data on your use of our website, which pages you visit, the duration of your visits and identify these when you return so that we improve your experience when visiting our website(s). You can control and set your cookies preferences by setting your browser settings – for more information, please refer to the Shell Cookie Policy at http://www.shell.com/cookie-policy.html

Security of your personal information

We have implemented technology and policies with the objective of protecting your privacy from unauthorised access and improper use. In particular, we may use encryption for some of our services, we apply authentication and verification process for access to Shell services and we regularly test, assess and evaluate the effectiveness of our security measures.

Who will you share my personal data with?

Your personal data is exclusively processed for the purposes referred to above and will only be shared on a strict need to know basis with:

Other companies within the Shell group of companies;
With your consent, authorized third party companies in co-operation with Shell that may supply products and/or services to users of Shell Apps and Shell Loyalty Programme
Authorized service providers involved in mobile payments (such as PayPal, Apple Wallet or Android Pay)
Authorised agents, licensees, service providers and/or subcontractors of Shell;
A competent public authority, government, regulatory or fiscal agency where it is necessary to comply with a legal or regulatory obligation to which the relevant Shell company/companies is subject to or as permitted by applicable local law;
Any person to whom Shell proposes to transfer any of its rights and/or duties

Transfers of personal data

By using Shell applications for payment processing, you give your express consent to Shell's disclosure of your personal data to mobile payment service providers, such as PayPal, to help keep Shell applications running and maintaining.

Where the personal data has been transferred to companies within the Shell Group and/or to authorized third parties located outside of your country (including outside of the European Economic Area) we take organizational, contractual and legal measures to ensure that your personal data is exclusively processed for the purposes mentioned above and that adequate levels of protection have been implemented to safeguard your personal data. These measures include Binding Corporate Rules for transfers among the Shell Group and European Commission approved transfer mechanisms for transfers to third parties in countries which have not been deemed to provide an adequate level of data protection as well as any additional local legal requirements. You can request a copy of these by contacting SITI-MLM-Support@shell.com or privacy-office-SI@shell.com.

If a Shell Loyalty Programme exists in your country, with your consent, Shell may also eventually share your data with other third parties such as Shell's Loyalty Programme partners. These third parties will use your data for the purposes set out in this Privacy Notice.Except as set out in this Privacy Policy, we will not disclose any personal data without your permission unless we are legally entitled or required to do so or if we believe that such action is necessary to protect and/or defend our rights, property or personal safety and those of our users/customers or other individuals. Only if Shell is required to do so by law, will your personal data be provided to supervisory agencies, fiscal authorities and investigative agencies.

If you communicate with us through social media

If you choose to interact with Shell services such as our Website, App or content through social media such as LinkedIn, Facebook and/or Twitter, your personal data (such as your name and the fact that you are interested in Shell) will also be visible to all the visitors of your personal webpage on LinkedIn, Facebook and/or Twitter, according to your privacy settings on the social media services. Shell is not responsible for the processing of such personal data or the privacy policy of such social media websites.

When you communicate with us through social media (for example, when you post a comment, upload media, send a personal message or become a fan of us by clicking the "Like" button, we may receive personal data about you (such as your (user) name, profile photo, your hometown, your email address and your gender). We will use the data received from social media in accordance with this Privacy Policy.

How long we retain your data?

When you ask us to delete your Shell account profile, terminate your participation in the Shell Loyalty Programme, or when you delete a Shell application, we will close the relevant accounts as soon as possible within a reasonable period. We will also close or disable accounts of inactive customers and those used in violation of this Privacy Policy or applicable terms and conditions. Personal data from closed or deactivated accounts will be deleted or made anonymous as soon as reasonably possible. In certain circumstances, we will retain personal data that comes from accounts that have been closed or deactivated for longer, such circumstances being the prevention of fraud or other measures permitted or required by law.

In all cases information may be held for a) a longer period of time where there is a legal or regulatory reason to do so (in which case it will be deleted once no longer required for the legal or regulatory purpose) or b) a shorter period where the individual objects to the processing of their personal data and there is no longer a legitimate purpose to retain it.

Consequences of not providing your data

The personal data you provided as part of your Shell account profile creation process is a necessary requirement for the use of certain Shell services, such as Shell applications.

Who controls your data?

Société des Pétroles Shell SAS, a company registered in the Nanterre Register of Trade and Companies under the number 780 130 175 having its headquartered in Tour Pacific- 11-13 Cours Valmy, 92800 Puteaux, France, is the entity that controls the processing of your personal data.

Changes to this Privacy Policy

This Privacy Policy may be changed over time. You are advised to regularly review the Privacy Policy for possible changes but if the changes are significant, we will provide you with an appropriate notice, including e-mail notification if necessary. This Privacy Policy was last updated in May 2021.