HelpMe

 

Consent to processing of personal data

1 CONSENT TO PROCESSING OF PERSONAL DATA
By downloading and continuing to use the HelpMe service provided by SOS International A/S in Denmark (“SOS International”, “we” or “us”), you signify your consent to the below- described processing of your personal data.

1.1 WHICH INFORMATION DO WE USE AND WHY?
In the service, we collect and process your personal data, including, but not limited to, your name, email address, telephone number, national identification number, preferred assistance language, insurance details, usage of the service, MAC address or similar identification of the device and the geographical location of your smart device. Your geographical location is collected only upon if you have switched on location sharing on your device for the service. We also collect sensitive personal data, such as health data regarding injury or illness, which we receive from you or from another person
reporting the case on your behalf.

The purposes for which we collect and use the personal data are to create user profile and provide the features of the service, including but not limited to, create a case at SOS International and connect to SOS International’s alarm centre in real time via an in-app telephone with an aim at providing assistance as agreed with the alarm centre.

Information collected in connection with the use of the service may be used for statistical purposes and to improve the features of the service and related services, e.g. by using an analytical tool.


1.2 WITHDRAWAL OF CONSENT
You can always withdraw your consent. In case you want to withdraw your consent or request to make use of other rights that you have in connection with your personal information being registered at SOS International, please contact SOS International at our web-based portal here.


1.3 MORE INFORMATION
You can find more information about our processing of personal information in our privacy notification 

When SOS International handles your case reported via the service and registered at the alarm centre, please also refer to the privacy notice here.

 

Privacy notification

1 PROCESSING OF PERSONAL DATA
The HelpMe service is provided by SOS International A/S registered in Denmark (“SOS International”, “We”, “Us”). HelpMe is a mobile application or web service (the “service”) via which individuals may create and assistance case at SOS International and connect to SOS International’s alarm centre in real time by phone and by email.

This policy (together with our Terms of Use) applies to your use of the HelpMe service available at your mobile phone, handheld device or personal computer. By using the service and or the services provided through the service, you acknowledge your acceptance of the privacy notification updated from time to time.

The purposes for which we collect and use the personal data are to create user profile and provide the features of the service, including but not limited to, create a case at SOS International and connect to SOS International’s alarm centre in real time via an in-app telephone with an aim at providing assistance as agreed with the alarm centre.

For the purpose of the personal data legislation, the data controller is SOS International, when we process your personal data in relation to delivering the assistance services in the service. If you have questions regarding the processing of personal data related to your insurance, please contact your insurance company.

2 WHAT INFORMATION ABOUT YOU DO WE USE?
SOS International processes personal information about you which we receive from you when you create a profile and upload information in the service.

We also collect and disclose information from and to partners providing voice and identity issuer functionality, it-support and other services. We work with third party analytics companies to discover how we can improve and update the service. We exchange insurance information with your insurance company to the extent that it is necessary to handle your case in our alarm centre.

The information we collect and process in each assistance case may vary, but it will be regular personal data, national identification numbers and sensitive personal data, including mainly:

(i) Contact details including name, address (optional), telephone number, email address, and contact details about relatives and co-travelers
(ii) National identification number
(iii) Preferred assistance language
(iv) Insurance details, including policy number
(v) Travel information
(vi) Health information, e.g. injury or illness
(vii) Relevant information about the assistance case
(viii) Information regarding expenses related to your case
(ix) Relevant information about the assistance case

2.1 APP INFORMATION THAT MAY BE COLLECTED
Each time you use the service, we may automatically collect the following information:

(i) Technical information, including type and device you are using, MAC address, the I.P. address of your device, your mobile operating system, the type of mobile internet browsers you use.
(ii) Contact information, login information, photos, or other digital content.
(iii) The geographical location of your mobile device. Your geographical location is collected only if you have switched on location sharing on your device for the service (optional).

Further, if you contact us at our alarm centre, we may keep a record of that correspondence.

3 HOW WILL WE USE THE INFORMATION ABOUT YOU?
The purpose of processing information about you is to:

(i) To provide you with the services you request from us, including creation of user profile, authentication, creation of a case at SOS International and to provide assistance services
(ii) Document agreements between yourself and SOS International
(iii) Conduct quality assurance, invoicing and accounting
(iv) Conduct cost control in relation to invoicing in your case
(v) Deliver statistics and other reporting
(vi) Handle complaints regarding SOS Internationals assistance and health services

Further, if you request assistance in your insurance case at our alarm centre, you will need to consent to SOS Internationals further handling of your personal data.

For more information about SOS Internationals further processing of personal data in our alarm centre, please read here.

4 LEGAL BASIS
When SOS International receives, and handle your requests via the service, we process information about you on the basis of the General Data Protection Regulation art. 6(1)(a), (b), (c), (d) and (f) and art. 87. The processing of sensitive information is processed on the basis of the General Data Protection Regulation art. 9(2)(a), (c), (f), (h) and (i). SOS Internationals legitimate interests justifying the treatment pursuant to art. 6 (1)(f) is in particular to be able to handle complaints, take care of our financial interests and quality assurance.

Regarding the transfer of personal data to countries outside the EU/EEA, where the European Commission has not decided that the country ensure an adequate level of data protection, the transfer is conducted based on standard data protection clauses adopted by the European Commission and/or based on you consent and/or for the performance of a contract, art. 49(1)(a) and (b).

5 TRANSFER OF PERSONAL DATA TO THIRD COUNTRIES
SOS may exchange information with suppliers and other parties in countries outside EU/EEA if relevant, but only if it is permitted under data protection legislation and given that all relevant conditions are fulfilled. SOS will only exchange such information if it is necessary for handling the specific enquiry or matter. These countries might have different rules regarding data protection than in the EU/EEA.

  • Such transfers will only take place if appropriate safeguards are in place for the transfer such as:
    The country has been deemed by the Commission of the European Union to have an adequate level of protection of personal data,
  • The country has not been deemed by the Commission of the European Union to have an adequate level of protection of personal data, but we provide appropriate safeguards for the transfer using "Standard Contractual Clauses", as published by the Commission of the European Union,
  • Any other legal basis, including the use of supplementary measures if deemed necessary, or if any of the derogations of article 49 of the GDPR are deemed adequate as a basis for the transfer.

6 HOW LONG DO WE PROCES YOUR INFORMATION?
We process information about you in the service as long as you have installed the service and kept your user profile.

Please note that we may store other personal information which you have sent us through the service longer in accordance with e.g. insurance and health legislation if you have created a case at SOS International, used your insurance, or requested assistance services.

We process information about you, for as long as necessary in order to achieve the purpose for which it was collected. We do not store the personal data in a manner which enables identification, for a period which is longer than necessary, in accordance with the purpose for which the personal data is legitimately processed.


7 HOW DO WE PROTECT INFORMATION ABOUT YOU?
SOS International is ISO-certified. SOS International values quality and information security and thereby we ensure the protection of your personal data. This is underlined by our certifications, such as ISO-9001 (quality), ISO-27001 (information security) and ISO-27701 (privacy management).

We use technical and organisational security measures to protect your personal data against unlawful loss, alteration, destruction or access by unauthorised persons and to ensure lawful processing. Our security procedures are regularly revised on the basis of developments in technology.

8 CHANGES
This privacy notification is available in the service. We may amend this privacy notification from time to time. If we do so, an updated version will be available in the service. The updated privacy notification will apply to your continued use of the service. You are responsible for regularly reviewing the privacy notification so that you are aware of any updates hereto.

9 YOUR RIGHTS
You are not obligated to share your information with SOS International. If you choose not to provide us with information that is necessary for us to handle your assistance case, this may affect our ability to provide you with the requested services.

If you have given your consent to processing your personal information in connection with your case at SOS, you have the right to withdraw your consent at any given time. You can withdraw your consent by using the functionality under settings in the service. If you withdraw your consent, this will only concern our future processing of your personal information. After withdrawal of your consent, SOS International will terminate to process your personal information based on your consent in the service. Your data will be deleted after a maximum of 12 months. However, this does not apply if SOS International is required to process your information for other reasons or according to law.

Under data protection law, you have the right to receive information about and object to the processing of information about you. Upon request, you also have the right to have information about you rectified, erased or restricted if the information is wrong, misleading or unlawfully processed. In addition, you have the right to data portability.

If you wish to make use of your rights you can contact SOS International via our webpage at https://www.sos.eu/en/for-you/self-service/#access-to-personal-data

You can lodge a complaint about our processing of information about you, by contacting the supervisory authority. You can find the supervisory authority’s contact information here: www.datatilsynet.dk.

SOS International have a Data Protection Officer, who can be contacted on the following email address: DPO@sos.eu.

SOS International A/S, Nitivej 6, 2000 Frederiksberg. CVR: 17013718. Telephone number: +45 7010 8092

Access to Personal Data and other data-subject rights

You can withdraw consent, request access to, or make use of the rights that you have attached your personal data registered at SOS International pursuant to the General Data Protection Regulation.

Requests will be handled within a month.

Request access here

Personal data is all your personal information registered at SOS International.

Who can be granted access
You can always request access to your own personal data. If you request access on behalf of another person you have to meet certain conditions in order for access to be granted (power of attorney or documentation of affiliation).

How will the request be answered
You will receive an answer by e-mail or mail.

When can you expect an answer
Requests for access to personal data will be answered within a month. If it is not possible for SOS International to answer your request within the deadline, SOS International will contact you.

How to exercise other data rights 
Read more about your rights here

If you wish to exercise other rights pursuant to the General Data Protection Regulation, follow the procedure above as when requesting for access to personal data.

Terms of Use

Please read these terms of use carefully, in particular section 5 on disclaimer and limitation of liability, before using the HelpMe mobile application or web service (the “service”) provided by SOS International A/S, Denmark (“SOS International”, “we”, “us” or “our”).

By downloading and/or continuing to use the service on your smart device or personal computer, you agree to be bound by the terms and conditions set out herein. If you disagree with any part of these terms and conditions, you should not use the service, and you must uninstall the app or exit the web.


1 ABOUT HELPME SERVICE
The service contains the following main functionality: Creation of case at SOS International Alarm Centre and provision of assistance followed by the case creation. Furthermore, the application itself provides you with the possibility to get guidance and directions to nearby treatment facilities and local service providers in your area based on location data.

By using the application, you get access to SOS International’s alarm centre, who can help you with various matters relating to medical assistance when you are abroad and in a need of assistance. The alarm centre provides various services depending on the nature of the case and your needs, such as medical assistance, provision of guarantee of payment, direct contact with our medical team, assistance regarding choosing a nearby treatment facility, and arranging home transport in accordance with the insurance terms.

It is a condition for use of the service that you have a valid insurance that covers the services provided via the service. The assistance case is handled by SOS International on behalf of your insurance company.


1.1 ACCESS TO THE ALARM CENTRE
The SOS International Alarm Centre is available 24 hours a day all year to provide acute medical services. By creating a case via the application, you will be contacted by one of our case handlers, who will assist you in accordance with the insurance terms.

You can choose to contact SOS International via application or by using the in-app telephone or email. To the extent possible, we will give priority to a case handler, who can speak the language registered as preferred assistance language in the application. However, assistance to you will always have priority over language competencies.

If the need for medical treatment is urgent, you should not use the service, but instead contact the local emergency number immediately or go directly to the nearest hospital/clinic.

1.2 GUIDANCE AND DIRECTIONS TO NEARBY TREATMENT FACILITIES AND LOCAL SERVICE PROVIDERS
As part of the use of the application or contact with the alarm centre, the case handler can provide you with guidance and directions to nearby treatment facilities and local service providers. The information provided in the application is based on location data collected via the service (if possible). This assumes that you have consented to the service using your location data.

The information regarding treatment facilities has been collected by SOS International. However, we cannot provide you with specific information regarding the treatment facilities, such as the actual treatment possibilities, prices, availability, etc., and we are not liable for the medical treatment provided at such treatment facilities.


2 COSTS AND EXPENSES
The service is provided to you via your insurance company. Your telecommunication provider may charge for call charges and data traffic related to the downloading and/or use of the service. Please be aware of any roaming charges, which must be paid by you.

To minimize costs, we recommend that you use a Wi-Fi connection when using the service.


3 INTELLECTUAL PROPERTY RIGHTS
This service is owned and controlled by SOS International A/S (or third parties with respect to certain components), and it is protected by applicable intellectual property laws, including, but not limited to copyright, trademarks, design rights, etc. This also includes, inter alia, texts, graphics, and icons, etc. included in the service. We reserve all such rights to the service and its content and functionality, and nothing contained herein grants you a right or license to use such rights, except as expressly provided herein.

The service is provided for your own personal use. We grant you a limited, non-exclusive, non-transferable, non-sub licensable right to use the service on any smart device or personal computer owned or used by you. You may not use the service for any other purpose than for your own use, or on behalf of any co-travelers or relatives covered by the insurance during travel or stay abroad.

Unless it follows from mandatory legislation, you are not allowed to extract the source code of the service or translate the service into any other languages or make derivative versions of the service. This also applies to any third parties acting on your behalf.


4 LINKS TO OTHER WEBSITES
The service may contain links to third party web-sites or services that are not owned or controlled by us. We have no control over and assume no liability for the content, privacy policies, or practices of any such third-party web sites or services.


5 DISCLAIMER AND LIMITATION OF LIABILITY
If you experience any problems with the service, you can always call the alarm centre instead to receive medical assistance during your travel or stay abroad. Please see our direct telephone number in section 9.

To the fullest extent permitted under applicable law,

  • We provide the service “as is” and without any expressed or implied warranty;
  • We do not guarantee that the use of the service will be uninterrupted or error free, or that any errors in the service will be corrected;
  • Any use of the service and the information contained herein or provided to you based on the location data collected via the service is at your own risk;
  • We do not guarantee that the information provided in the service or given to you based on the location data is accurate, complete or suitable for any purpose;
  • We disclaim any and all liability arising directly or indirectly from the use of the service or the information contained herein or provided to you based on the location data, including liability for any direct, indirect, special, incidental, consequential or punitive losses or damages; and
  • We assume no liability for any bodily injury or death arising directly or indirectly from the use of the service, except to the extent it follows from mandatory legislation.
  • We reserve the right to block or suspend your access to the service in case the use of the service is prohibited according to international regulations regarding trade or economic sanctions, or other applicable laws or regulations.

6 CHANGES TO THESE TERMS AND CONDITIONS
We reserve the right, at our sole discretion, to amend these terms and conditions or impose new or additional terms or conditions, at any time. If we do so, an updated version will be available in the service. Such updated terms and conditions will be effective immediately upon being made available, and they apply to your continued use of the service. Your continued use of the service is thus deemed as an acceptance hereof.
You are responsible for regularly reviewing the terms and conditions to keep you updated on any changes herein.

7 TERMINATION
If, for any reason, we believe that you have not complied with these terms and conditions, we may, at our sole discretion, cancel or suspend your access to the service immediately and without any prior notice. This also applies in case we decide not to maintain the service in its current form.

8 GOVERNING LAW AND DISPUTES
These terms and conditions shall be governed by the laws of Denmark. Any dispute, controversy or claim arising out of or in connection with these terms and conditions, or the breach, termination or invalidity thereof, shall be finally settled by the public courts of Denmark.


9 CONTACT
Please contact us if you have any questions about the service or these terms and conditions.

Postal address: SOS International A/S, Nitivej 6, 2000 Frederiksberg, Denmark
Email: sos@sos.eu
Phone number to the alarm centre: +45 70 10 50 50
Business registration number: 17013718