Shell Helix Lifetime Warranty Privacy Policy

This Privacy Policy may be changed over time. You are advised to regularly review the Privacy Policy for possible changes.

1. When is this Privacy Policy applicable?

This Privacy Policy is applicable to the processing of your personal data as a result of being (i) one of our customers, (ii) a member of theShell Helix Lifetime Warranty (iii) a visitor to the Shell Helix Lifetime Warranty website On the Website you will find a number of links to other websites. Although these websites are selected with care, we are not responsible for the processing of your personal data through these websites. This Privacy Policy is therefore not applicable to the use of such websites.

2. Who is the controller of your data?

Shell India Markets Private Limited, [CIN #U23201TN2004PTC053147], a company governed under the Companies Act, 2013, having its registered office at 2nd Floor, Campus 4A, RMZ Millenia, No. 143, Dr. M.G.R. Road, Kandanchavady, Perungudi, Chennai – 600096  is the controller for the processing of your personal data.

3. For what purpose do we process your personal data?

In this Privacy Policy we describe what personal data we process and for what purposes.

3.1 Customer service and relationship management

What does this purpose entail?

If you contact our Customer Service Centre with a question or a complaint, we may ask you for certain information to identify yourself and to help us respond to your enquiry. We use any personal data supplied only for this purpose and to improve our customer support services.

Which personal data do we process for this purpose?

To be able to respond appropriately to your question or complaint, we note details of your question or complaint in our customer database. We may also ask you for contact details in order to keep you informed about your question or complaint..

3.2 Participate in promotions

What does this purpose entail?

Shell regularly runs promotions for its customers. In some cases we will ask you to provide us with your personal data through a registration form, advertisement or website in order to participate in the promotion.

Which personal data do we process for this purpose?

If you choose to participate in such promotions, we may process the personal data provided by you (including your name, mobile telephone number, age, address and e-mail address) in order to register or confirm your participation, to determine whether you fulfill the promotion conditions and to send you any prizes or benefits. Depending on the promotion we may also process information on your participation in the promotion, such as scores, submissions or prizes/benefits won.

3.3 Development and improvement of products and services

What does this purpose entail?

Shell regularly conducts market research with its customers through the use of surveys.  We use your responses to such surveys for quality assessments and to improve your customer experience.

Which personal data do we process for this purpose?

If you choose to participate in our surveys, we may process the personal data provided by you (including your name, mobile telephone number, address and e-mail address and the details regarding your vehicle, including VIN number).

3.4 Offers for Shell Products and Services

What does this purpose entail?

As a customer of Shell and/or a member of our Shell Helix Lifetime Warranty program, you may receive offers and information from Shell (“Offers”). Such Offers may include but are not limited to the issue of:

•  electronic newsletters with offers and general information;
•  Shell fuel or shopping vouchers;
•  discount coupons for Shell shop products.

You may receive your Offers by regular mail, email, SMS, through the Shell Helix Lifetime Warranty Website, social media, coupons or any other digital channels used by you. You may adjust your Contact Preferences & Account Settings at www.shell.com/warranty

Which personal data do we process for this purpose?

For sending you General Offers, we may process the personal data provided by you (including your name, address and e-mail address as well as details regarding your vehicle, including VIN number).

In order to be able to provide you with more personalised Offers, Shell may analyse your purchase history (including 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), your use of the Website, and e-mails you receive from Shell us, your location based on your IP-address, your participation in promotions and your responses to surveys.

In order to determine your preferences, Shell may also combine your personal data already known by affiliates of Shell including your use of the Shell Club Smart Program, Websites, Apps, coupons, social media, survey’s, promotions and other digital channels; Shell branded fuel cards and other payment cards at Shell retail sites, along with purchases of customers with similar interests and supplemental socio-demographic information about you from third party sources in order to analyse your previous purchases.

Opting out of Offers

You can at any time stop receiving Offers via the Shell Helix Lifetime Warranty website www.shell.com/warranty or by notifying to our Customer Service Center at the toll free number 18001039481

3.5 Administering our Shell Helix Lifetime Warranty program

What does this purpose entail?

We process your personal data in order to administer your participation in our Shell Helix Lifetime Warranty program.

Which personal data do we process for this purpose?

We may process any or all of the personal data provided by you during your enrollment in the Shell Helix Lifetime Warranty program, such as your name, mobile telephone number, age, address and e-mail address as well as details of your motor vehicle such as vehicle’s VIN number).

3.6 Technical and functional management of the Website

What does this purpose entail?

When you visit or use the Website, we process some technical information about you (such as your IP address) to provide you the functionalities of our online services and to manage them. With this technical information we are able to manage the Website, for example to resolve technical failures or to improve their reliability.

Which personal data do we process for this purpose?

We process technical data such as the IP address of your computer, tablet or smartphone, details of the pages you have visited on the Website, the web browser you use to surf, previous/subsequent sites that you have visited and the length of your visit/session.

3.7 Preventing, detecting and investigating fraud

What does this purpose entail?

Shell may use the personal data you provide Shell to prevent, detect and investigate fraud and to enforce its Terms and Conditions.

4. Who has access to your data?

Shell may disclose your personal data to any of the following:

• Authorized third party companies involved in the operation of the Shell Helix Lifetime Warranty program, such as any other company that is permitted to supply products and/or services to Shell Helix Lifetime Warranty program members;
• Any agents, service providers and/or subcontractors of Shell and its affiliates;
• Any person to whom Shell proposes to transfer any of its rights and/or duties.

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.

5. For what period do we retain your personal data?

Once you discontinue your participation in the Shell Helix Lifetime Warranty, we will close the applicable accounts as soon as reasonably possible. We will also close or deactivate inactive customer accounts and close accounts that are used in violation of this Privacy Policy or applicable Terms and Conditions. Under certain circumstances we will retain personal data from closed or deactivated accounts for longer, such circumstances being the prevention of fraud or to otherwise take actions permitted or required by law.

6. Which cookies does Shell use?

The Website uses cookies or similar technology. A cookie is a small text file that is sent to your internet browser so that we are able to recognise your browser when you return. Shell and its authorised service providers may use small graphic images known as ‘clear GIFs’ that work in conjunction with cookies to identify you and your use of the Website and/or App.

Shell and such service providers may also use other technologies to store information in your browser utilising local shared objects or local storage, such as HTML 5 cookies, flash cookies and other web application software methods.

Using these technologies we can collect data on the use of the Website such as which pages are visited, your interaction with information on the Website and the duration of your visit.

Functional cookies – Shell stores cookies that are essential in providing the functionalities of the Website and/or App. For instance, the cookies remember your preferences, such as language and region, which remain as your default settings when you revisit the Website and/or App. However, should you wish to do so, you can choose to reject or block the cookies set by Shell by changing your browser settings – see the Help function within your browser for further details.

Web analytics cookies – Shell may use third party cookies for web analysis. Such cookies allow Shell to analyse the usage of the Website and/or App. This relies on aggregated statistical data that Shell’s authorised service providers provide Shell and allows Shell to understand the way you use the Website and/or App. Shell and such service providers may only provide such data to third parties if this is required by law.

Advertising cookies – Shell may use third party cookies for advertising purposes. Shell may use authorised service providers to serve advertising on the Website and/or App and other websites on the internet.  Such service providers may place cookies on your browser, and may collect information that helps them identify your device, such as IP-address, or other unique or device identifiers.    

Please note that most browsers automatically accept cookies so if you do not wish cookies to be used you may need to actively delete or block the cookies.

You can also visit www.allaboutcookies.org for details on how to delete or reject cookies and for further information on cookies generally. For information on the use of cookies in mobile phone browsers and for details on how to reject or delete such cookies, please refer to your handset manual.

Note, however, that if you reject the use of cookies you will still be able to visit our websites but some of the functions may not work correctly and you may no longer be able to use all the functionalities of the Website.

7. Special Notice – if you are under 18 years old?

Shell does not intentionally collect personal data of persons under 18 years old. If you are under 18 years old please do not send us your personal data (for example, your name, address and email address). If you are under 18 years old and you wish to ask a question or use the Website in anyway which requires you to submit your personal data please get your parent or guardian to do so on your behalf.

8. How do we secure your personal data?

We have implemented technology and policies with the objective of protecting your privacy from unauthorised access and improper use.

9. Who to address regarding questions and requests of access, removal etc.

We aim to keep our data about you as accurate as possible. If you would like to review, change or delete the details you have supplied to us, please send your request via Customer Service Center at the toll free no. 18001039481or log in your Shell Helix Lifetime Warranty program account at www.shell.com/warranty