Privacy and data protection
Privacy Policy
Last updated: 27 August 2026
This Privacy Policy explains how ECAEUROPE collects, uses, shares, and protects personal data when you visit this website, submit an enquiry, communicate with our team, or request medical assistance coordination.
We collect only the information needed to respond to enquiries and coordinate requested services.
We do not sell personal data or use it for automated profiling or advertising.
You can contact us at any time to exercise your data protection rights.
1. Who is responsible for your data
ECAEUROPE is the data controller for the personal data described in this policy. Our coordination office and privacy contact details are provided below.
2. Personal data we collect
We collect personal data directly from you when you use the contact form, email or call us, request assistance, or otherwise communicate with our team. We may also receive relevant information from an insurer, assistance company, healthcare provider, employer, travel organiser, family member, or authorised representative involved in your case.
- Identity and contact details, such as your name, email address, telephone number, and organisation.
- Enquiry and correspondence details, including the enquiry type, your message, and our communications with you.
- Travel and assistance details needed to understand, arrange, and follow up a requested service.
- Health or medical information that you choose to provide or that is supplied for assistance coordination by an authorised party.
- Technical and security information, such as IP address, browser or device information, server logs, and necessary authentication data.
- Administrator account details for authorised users of the secure admin portal.
3. How and why we use personal data
We process personal data only when we have a lawful basis. The basis depends on the purpose and circumstances of the processing.
- To respond to enquiries and take steps you request before entering into, or while providing, a service.
- To assess requests and coordinate telemedicine, clinic visits, home visits, hospital care, evacuation, repatriation, or related assistance.
- To communicate with insurers, assistance partners, medical providers, transport providers, and authorised representatives involved in the requested service.
- To maintain service records, manage follow-up, handle complaints, establish or defend legal claims, and comply with legal obligations.
- To protect the website, prevent misuse, maintain network and information security, and administer authorised user accounts based on our legitimate interests and legal duties.
- Where required, to process information on the basis of your consent or explicit consent. You may withdraw consent at any time, without affecting processing already carried out lawfully.
4. Health and other sensitive information
Health data receives additional protection under data protection law. Please provide only the medical information reasonably necessary for your enquiry or assistance request and do not use the website contact form for a medical emergency.
When health information is needed, we process it only under an applicable legal condition, which may include your explicit consent, the protection of vital interests where a person cannot consent, the provision or management of health care by authorised professionals, or the establishment, exercise, or defence of legal claims.
7. International data transfers
Some service providers or assistance partners may process personal data outside the European Economic Area. Where this occurs, we use a lawful transfer mechanism and appropriate safeguards, such as an adequacy decision, approved contractual clauses, or another safeguard permitted by data protection law. You may contact us for information about the safeguards relevant to your data.
8. How long we keep personal data
We retain personal data only for as long as necessary for the purpose for which it was collected. The period depends on the type of enquiry or assistance case, whether follow-up is required, contractual and insurance requirements, applicable medical or professional record rules, and statutory limitation or legal retention periods.
When data is no longer required, it is deleted, anonymised, or securely restricted unless continued retention is required by law or for legal claims.
9. How we protect personal data
We use appropriate technical and organisational safeguards designed to protect personal data against accidental loss, unauthorised access, disclosure, alteration, or destruction. Access is limited to authorised people and providers who need the information for their role. No internet service can guarantee absolute security, but we review and improve our safeguards in line with the nature and sensitivity of the data we process.
10. Your data protection rights
Subject to the conditions in applicable law, you may exercise the following rights by contacting us. We may request information needed to verify your identity before completing a request.
- Access the personal data we hold about you and obtain a copy.
- Correct inaccurate or incomplete personal data.
- Request deletion or restriction of processing in applicable circumstances.
- Object to processing based on legitimate interests or to direct marketing.
- Receive eligible data in a portable format.
- Withdraw consent at any time where processing relies on consent.
- Lodge a complaint with the Spanish Data Protection Agency or another competent supervisory authority.
11. Automated decision-making
We do not use personal data collected through this website to make decisions based solely on automated processing that produce legal or similarly significant effects, and we do not use it for automated profiling.
12. Updates and privacy enquiries
We may update this policy when our services, technology, or legal obligations change. The latest version will always appear on this page with its revision date. For questions, requests, or concerns about how we use personal data, contact us using the privacy contact details below.