Privacy policy
Elencia traveller concierge service
Last updated: 13 September 2026
1. Who we are
Elencia s.r.o., registered at Křižíkova 703/97d, 18600 Praha, Czech Republic, company registration number 23411376, is the data controller for the personal data described in this notice.
For any question about this notice or about your personal data, contact us at contact@elencia-dmc.com.
2. What this notice covers
This notice explains how we handle personal data when you use the Elencia concierge service — the dedicated line you can reach by telephone, SMS or WhatsApp before, during and shortly after a trip we have organised for you. It complements our general privacy policy, which continues to apply to everything else.
3. What data we process
- Identity and contact data: your name, mobile telephone number, and the WhatsApp profile name associated with your number.
- Booking data: your booking reference, travel dates, itinerary and the services booked, so that we can answer you in context.
- Message content: the content of the messages you send us and that we send you, including any photographs or documents you choose to share with us.
- Voicemail: if you call and we cannot answer, the recording of the message you leave and its automatic transcription.
- Technical metadata: telephone numbers involved, date and time, delivery and read status, and call duration.
We do not record telephone conversations.
We do not ask you for health data, and we ask you not to send us payment card details or identity document numbers through these channels. If you send such information spontaneously in the course of an emergency, we will process it only to assist you and will delete it as soon as it is no longer needed.
4. Why we process it, and on what legal basis
| Purpose | Legal basis |
|---|---|
| Providing assistance before, during and after your trip | Performance of the contract for the travel services you booked (Art. 6(1)(b) GDPR) |
| Keeping a record of requests and of what was arranged, so any member of our team can help you | Our legitimate interest in continuity and quality of service (Art. 6(1)(f) GDPR) |
| Establishing, exercising or defending legal claims, and meeting our legal obligations | Legal obligation and legitimate interest (Art. 6(1)(c) and (f) GDPR) |
| Sending you information about future trips or offers | Your consent, requested separately (Art. 6(1)(a) GDPR) |
We do not send marketing messages on the concierge channels.
5. Who processes it on our behalf
To operate the concierge service we use the following service providers, which act as our processors or, where indicated, as independent controllers for their own platform:
- Twilio — provision of the telephone number, delivery of SMS, routing of calls and hosting of voicemail recordings.
- Meta Platforms Ireland Ltd — the WhatsApp Business Platform. Messages exchanged over WhatsApp are also processed by Meta under its own terms and privacy policy.
- Conversation Inc. (Missive) — the shared inbox in which our team reads and answers your messages.
- Microsoft — storage of trip documentation.
Some of these providers are established outside the European Economic Area. Where that is the case, transfers are covered by an adequacy decision of the European Commission or by Standard Contractual Clauses, together with the technical and organisational measures required of each provider.
We do not sell your personal data and we do not share it with third parties for their own marketing.
6. How long we keep it
- Message content and the associated metadata: 24 months from the end of your trip, after which they are deleted.
- Voicemail recordings: 90 days. Transcriptions follow the retention period for messages.
- Data that must be kept for accounting or legal reasons is retained for the period required by law.
7. Your rights
You have the right to request access to your personal data, to have it corrected or erased, to restrict or object to its processing, and to receive it in a portable format. Where processing is based on your consent, you may withdraw that consent at any time.
Write to contact@elencia-dmc.com. We answer within one month.
You also have the right to lodge a complaint with the Czech data protection authority, the Office for Personal Data Protection (Úřad pro ochranu osobních údajů, www.uoou.cz), or with the supervisory authority of your country of residence.
8. How to stop receiving messages
- SMS: reply STOP to any message. We will stop immediately.
- WhatsApp: reply STOP, or block the number in WhatsApp.
- Telephone: tell us, and we will note it on your file.
Stopping concierge messages does not affect the travel services you have booked; we will contact you by email instead.
9. Changes
We may update this notice. The version in force is always the one published at this address, with its date of last update.