Privacy and personal data policy

The controller of your personal data is VBVH S.A.S., a Colombian company operating the V&V Vehículos VIP brand.

Our databases are registered in the National Registry of Databases (RNBD) of Colombia's Superintendence of Industry and Commerce (SIC). The company's management, supported by our customer service team, handles enquiries and complaints about personal data.

This policy applies to the personal data we process in all our activities and channels: the website and the client area, our apps, email, telephone, messaging services (such as WhatsApp and SMS), our automated assistants, our network of affiliated companies and the internal systems with which we plan and deliver our services.

It covers the data of clients (individuals and companies), passengers, contacts at client companies, prospects, drivers, affiliated companies and suppliers, and website visitors.

We apply it under Colombian Statutory Law 1581 of 2012, Decree 1377 of 2013 (compiled in Single Regulatory Decree 1074 of 2015) and the other Colombian data-protection rules, as well as transport and consumer-protection regulations. When we serve people from other countries, we also respect the requirements of their legislation where applicable.

We process your data with your prior, express and informed consent, except where the law does not require it (for example, data needed to perform a contract or to meet a legal obligation). You give us your consent, among other ways:

• when you register or book on our website and accept this policy;
• when you pay or confirm a quotation;
• when you write to us or call us through any of our channels (email, phone, WhatsApp or other messaging services, website chat).

When you book for other people (passengers, guests, employees of your company), you confirm that you have their consent to give us their data for the service and that you have informed them of this policy.

You may withdraw your consent at any time (see Your rights), except where a legal or contractual duty requires us to keep the data.

Sensitive data

We do not ask for sensitive data. If you choose to tell us about a particular need (for example, reduced mobility) so that we can adapt the service, we use it only for that purpose, and you are free not to provide it: answering questions about sensitive data is optional.

• Quoting, booking and delivering the service: planning operations, assigning vehicle and driver, tracking flights to adjust the pick-up, meeting you with a sign and coordinating the service in real time.
• Keeping you informed about your service: confirmations, driver and vehicle details, changes, reminders and operational notices, by email, SMS, WhatsApp, phone or the app.
• Customer service: answering your requests on any channel, handling changes, complaints and warranty claims.
• Invoicing and collection: issuing electronic invoices, managing payments, receivables and refunds.
• Legal compliance: accounting, tax and special public transport obligations (such as the contract extract form, FUEC), and requests from authorities.
• Safety and quality: protecting passengers and drivers, handling incidents, preventing fraud, assessing and improving service quality and training our team.
• Statistics and improvement: aggregated analysis of how our website and services are used.
• Marketing communications, only if you agreed to them: see Communications and messaging.

We do not sell or rent your personal data.

We communicate with clients and passengers on the channels they use: email, phone, SMS, WhatsApp and other messaging services, and the app.

• Service messages. We send notices about your bookings (confirmation, driver assigned, changes, vehicle arrival). They may be sent from our WhatsApp Business lines or by SMS to the number that you, or whoever booked, gave us.
• Shared customer service. Messages we receive on our service lines (including WhatsApp) are recorded in our systems so that whoever is on duty can help you and your service history is kept. Replies are written or reviewed by a member of our team.
• Marketing communications. We send them only if you accepted them, infrequently, within the days and hours allowed by Colombian Law 2300 of 2023, and always with an easy way to unsubscribe. We never start marketing conversations on WhatsApp without your consent.
• Preferences. You can ask us at any time to stop marketing communications, or to receive service notices by email only, by writing to info@vehiculosvip.com or replying to the message.

When you use WhatsApp, Meta (the WhatsApp provider) also processes your data under its own terms and privacy policy.

Some calls to our lines may be recorded for service quality and as evidence of what was agreed; you are told at the start of the call.

We use artificial-intelligence tools to serve you better and faster:

• a chat assistant on the website and an assistant on our phone line, which answer questions, give price guidance and take requests;
• internal tools that help our team read booking requests received by email and prepare draft replies.

These tools may run on our own servers or with specialised providers (for example, OpenAI), under terms where your data is not used to train their models. No decision that significantly affects you is taken solely by automated means: prices, bookings and final answers are confirmed by our team. Conversations with our assistants are kept for 12 months (see Data retention and deletion).

If your company connects its bookings to an artificial-intelligence assistant of its choice, the data that assistant consults is sent to it on your company's instruction.

You can block or delete cookies in your browser settings and opt out of Google Analytics with Google's opt-out browser add-on. If you block necessary cookies, some features of the site may not work.

We share only the data that is necessary, with these recipients:

Our processors are bound by contract to protect the data, to use it only for the task entrusted and to delete or return it when the task ends.

Some of our technology providers have their servers outside Colombia (mainly in the United States), and part of our services are delivered in other countries through affiliated companies. Your data may therefore be transmitted or transferred internationally:

• to providers acting as processors, under contracts with security and confidentiality safeguards;
• to the affiliated company delivering your service in another country, when necessary to perform the contract you requested.

These transfers are made in accordance with Article 26 of Law 1581 of 2012 and the guidance of the Superintendence of Industry and Commerce.

We keep data only for as long as needed for the purpose for which it was collected and as required by law. After these periods, we delete or anonymise it:

How to ask us to delete your data

1. Email info@vehiculosvip.com with the subject “Data deletion”, from your email address or stating the phone number (including your WhatsApp number) you used to contact us. You can also ask by phone or by message on our service lines.
2. We verify your identity to protect your data.
3. We delete your personal data from our systems, including the messages you sent us on WhatsApp or other messaging services, and confirm the deletion to you within 15 business days at most.

We only keep what the law requires us to keep (for example, invoices and their accounting records), for the legal period and with restricted access. If you only want to stop receiving messages, you can ask for that without deleting your data.

As the data subject, you have the right to:

• know, update and correct your personal data;
• request proof of the consent you gave us;
• be informed, on request, of how we have used your data;
• withdraw your consent and request the deletion of your data where there is no legal or contractual duty to keep it;
• access your personal data free of charge;
• file complaints with the Superintendence of Industry and Commerce, after first submitting your enquiry or complaint to us.

You can exercise your rights yourself, through your representative or attorney, or through your successors, on these channels:

• email: info@vehiculosvip.com;
• in writing at Carrera 53 # 76-70, Bogotá D.C., Colombia;
• phone: +57 601 211 49 49.

A complaint must include your identification, a description of the facts, the address for our reply and any supporting documents. If it is incomplete, we will ask you to complete it within 5 days; if 2 months pass without a reply, we will consider it withdrawn. While it is being handled, the data is marked “complaint in progress”.

We apply technical, human and administrative measures to protect your data against loss, unauthorised access or misuse, including:

• encrypted connections on the website, the app and our systems;
• role-based access: each person sees only the information needed for their work;
• activity logs and backups;
• confidentiality commitments from employees, drivers, affiliates and suppliers.

If an incident compromising your data occurred, we would report it to the Superintendence of Industry and Commerce and, where appropriate, to the people affected.

Our services are booked by adults. When a minor travels as a passenger, their data is given to us by their parent, guardian or the person or company booking the service, and we process it only to deliver the service safely, respecting the child's best interests and fundamental rights.

This policy applies from 29 September 2026 and replaces all previous versions. Our databases remain in force for as long as the purposes described and the retention periods stated remain.

If we make significant changes, we will publish them on this page and, where appropriate, inform you by email or through our usual channels before they apply.

For any question about this policy or your data, email info@vehiculosvip.com or call +57 601 211 49 49.