Privacy statement

Who we are

UrgentX Transport is a sole proprietorship in Dinteloord that transports medical shipments for hospitals, laboratories, pharmacies and out-of-hours GP services. The company details are at the bottom of this page. Questions about this statement or about your data go by e-mail; there is no separate data protection officer, the owner handles them personally.

Our role: controller or processor

For our own processes UrgentX acts as controller: this website, the customer portal and the accounts in it, taking and planning orders, invoicing and administration, the security logs and our own contact with clients.

For the data a client gives us for a transport order, such as the contact person at the delivery address or a marking on a shipment, our role depends on the processing. We assess that per processing activity and record it in a data processing agreement where needed. We make no general statement about it; a client who wants to agree on this does so when the cooperation starts.

The website

When you visit this website, our server writes the IP address, the time, the requested address and the browser type to an access log. That log exists to spot faults and abuse and is overwritten after thirty days. The site uses no third-party advertising or analytics services. Our own server does count anonymously which pages are viewed, whether the phone number or e-mail address is tapped and whether the request form or the call-back form is started, abandoned or submitted. For that we store no IP address and no name, only a code that changes every day and cannot be traced back to you; this count sets no cookie, is deleted after ninety days and is skipped when your browser sends Global Privacy Control or Do Not Track. The site only sets a cookie for your language choice; a theme choice stays in your own browser. After signing in, a session cookie is added.

Traffic to the site and the portal passes through Cloudflare, which secures the connection and processes traffic data in doing so. See the section on other parties.

Business relations we approach

To find clients we approach hospitals, laboratories, pharmacies, care organisations and carriers. In our own system we record which organisation we mailed or called, what was discussed and, where the contact requires it, the name, role and business e-mail address and phone number of the contact person. That data comes from the contact itself or from the organisation's public website. The legal basis is our legitimate interest in business acquisition (Article 6(1)(f) GDPR); we use it for nothing else and do not pass it on.

If you do not want us to keep your details, we delete them at your request. Contact persons of an organisation that does not become a client are deleted two years after the last contact; the organisation itself stays in our overview.

Making a transport request

When you request transport through the form, we process your name, e-mail address, phone number and organisation, the pickup and delivery address, the contact person at the delivery address with phone number, the preferred time, the nature of the shipment and whatever else you fill in. We use that only to assess, confirm and carry out the request (Article 6(1)(b) GDPR). The form explicitly asks you not to enter medical or personal data about patients; we do not need those for the transport.

A request that is declined or expires is anonymised four weeks later: the personal data and any photos of the package are then deleted. A request that becomes a job follows the retention periods of the ride record below.

On the page about urgent rides you can also leave just your name and phone number, optionally with the ride and the time. We use them to call you back about that ride and, if a job or cooperation follows, for the contact about it (Article 6(1)(b) GDPR: a step you ask for yourself before there is a contract). The request goes into our relationship register; the name, phone number and ride description are deleted there two years after the last contact, unless you become a customer.

The customer portal and your account

An organisation receives a portal account by invitation. For that we process the name, e-mail address and phone number of the users, an encrypted derivative of the password (never the password itself), the sign-in moments and the changes to the account. An administrator of your organisation can add colleagues and maintain the company details.

An account that has not been used for twenty-four months, while the organisation had no ride in that time, is set to inactive; twelve months later we delete its personal data. Data we must keep on another ground, such as invoices, stays.

Ride data and contact persons

For a ride we record what is needed to carry it out and account for it: the addresses, the name and phone number of the contact person at pickup and delivery, the requested and actual times, the status per stop and the expected arrival time the driver passes on. The legal basis is the contract with the client. The client can follow the ride on a tracking page with a tracking code; that page shows no names of persons.

Contact data of persons and free-text notes in the ride record are kept for two years after the ride is completed; after that they are removed from the record. The ride itself, as a transaction with organisation addresses, times and amounts, belongs to the administration and stays there for seven years after the end of the financial year.

Proof of delivery: signature and photo

At the handover the driver records who accepts the shipment (name and role) and has that person sign on the screen. We keep the name and the signature for two years after the ride, unless the client demonstrably requires longer, a dispute is pending or a legal duty requires longer.

We take a photo of the handover only at the client's request, and when no signature is available: nobody present, the recipient refuses to sign, or the shipment is left at the agreed place. A photo is therefore not standard on every ride. Next to the photo field the app shows the rule that only the shipment or the place of handover is in view, without persons or other people's data. A handover photo is kept for one year; in a concrete dispute the normal deletion is blocked until the dispute is settled.

In case of an irregularity, such as visible damage, a broken seal or a temperature deviation, the driver photographs the shipment as evidence of the deviation. We keep those for two years, or longer if the ride belongs to the client's GDP documentation.

At pickup the driver photographs the shipment as evidence of what was collected, per package or as a whole; only the packaging is in view, no persons and no other people's data. After pickup the client sees these photos and the status per package in the customer portal and in the ride report, only for the rides of its own organisation. The same two-year retention period applies to these photos. A description or reference the client enters for a package belongs to the ride file; the form explicitly asks not to enter patient data there.

Temperature data and measuring equipment

On a ride with a temperature condition the driver measures the temperature at pickup and at delivery and records time, place, value, his own name and the number of the thermometer used. That is data about the shipment and about our own staff member, not about the recipient. We keep it for two years; if the ride belongs to the client's GDP documentation (medicines), for at least five years or as long as the contract with the client prescribes, and never silently shorter than necessary.

Invoicing and administration

The invoice shows the name and address of your organisation, your reference, the ride number, the route at organisation level and the amounts. It carries no names of patients or recipients. Invoices and the data that substantiates them are kept for seven years after the end of the financial year, as Article 52 of the Dutch General State Taxes Act requires.

Security and logs

The connection with the site and the portal is encrypted (HTTPS). Passwords are stored only as an encrypted derivative. After ten failed sign-in attempts from one address we wait fifteen minutes. A customer session expires after twelve hours. Signatures and photos can only be retrieved after signing in. Server logs are kept for thirty days, longer only in case of a security incident or investigation.

We make a daily backup of the database and the proof files, kept for fourteen days. Data deleted under this statement that would nevertheless be restored from a backup is deleted again at the next clean-up run.

A security breach that affects personal data is reported to the controller within 24 hours where we process that data on its behalf, and to the Dutch Data Protection Authority within the statutory period where we are responsible for it ourselves.

Other parties that process data

We do not sell data and do not share it with third parties for their own purposes. The following parties process data on our behalf or are technically needed:

• Hosting: the application, the database and the proof files of the portal and the ride records are on a server in the Netherlands that we manage ourselves.
• Cloudflare, Inc.: secures and delivers the connection to the site and the portal (DNS, TLS, tunnel to our server) and sends the e-mail from the app. In doing so Cloudflare processes traffic data and the content of messages sent through the app, also outside the EU. Cloudflare's data processing terms with the EU standard contractual clauses apply; Cloudflare also participates in the EU-US Data Privacy Framework.
• Microsoft (Microsoft 365): our mailbox. E-mail you send us or receive from us is processed by Microsoft as processor under the Microsoft Product Terms and the accompanying data protection addendum, with the EU standard contractual clauses for transfers; Microsoft also participates in the EU-US Data Privacy Framework.
• Anthropic (Claude): an AI assistant we use for administration and follow-up. What we look up through it, such as details of business relations, quotes and requests, is processed by Anthropic, also outside the EU. We can switch this connection off at any time.
• Kadaster (PDOK Locatieserver): addresses are looked up there to check them and put them on the map. Only addresses are sent, no names.
• OpenStreetMap: map tiles for the route map in the report; only coordinates of addresses are requested.
• The push service of our own staff member's phone (Apple or Google): for notifications about new requests and rides. The content is encrypted for the push service.
• Our client: receives the ride report with the handover data and, where applicable, the temperature data and photos of its own ride.
• The Dutch tax authority and our bookkeeper: for the administration, invoice data only.

Retention periods at a glance

The periods below are configured in the system and applied automatically; a dispute or claim blocks deletion until it is settled.

• Declined or expired request: four weeks, then anonymised.
• Contact persons and notes in the ride record: two years after the ride.
• Name and signature of the recipient: two years after the ride, unless the client demonstrably requires longer.
• Photo of the handover: one year after the ride.
• Photos of a deviation and temperature data: two years; GDP documentation at least five years or as the contract states.
• Invoices and the ride as a transaction: seven years after the end of the financial year.
• Customer accounts: inactive after twenty-four months without use, deleted twelve months later.
• E-mail in the mailbox: two years, unless it belongs to a contract, the administration or a case file.
• Server logs: thirty days. Backups: fourteen days.
• Anonymous website statistics: ninety days.
• Contact persons of organisations we approach for cooperation, and call-back requests from the website: two years after the last contact.

Your rights

You can ask us which data we hold about you, have it corrected or deleted, have the processing restricted, object, or receive your data in a common file format. Send your request by e-mail; we respond within a month. If it concerns data a client gave us for a ride, we refer you to that client where needed.

If you are not satisfied with how we handle your data, you can lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens, autoriteitpersoonsgegevens.nl).

Changes

We update this statement when our way of working or the services we use change. The date of the last change is at the top.