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Privacy Policy.

1. Introduction

This privacy notice is provided in accordance with the General Data Protection Regulation 2016/679 (“GDPR”), including any EU national laws implementing or supplementing the same, and any other applicable data protection laws (the “Data Privacy Laws”).

Altitude Assist operates in over 50-countries and as such we are committed to complying with the applicable data privacy and security requirements in the jurisdictions in which it operates. Altitude Assist complies with internationally recognized standards of privacy protection, and with various privacy laws globally including, but not limited to, the GDPR.


Altitude Assist provides medical and travel assistance (collectively, “services”). In this respect, the relevant Altitude Assist affiliate providing these services may act as a data processor or as a separate data controller depending on the service being provided and the amount of control Altitude Assist has over the purpose(s) and means of the data processing.


To the extent that Altitude Assist is deemed to be a data controller under Data Privacy Laws, this notice fulfils our obligation to provide certain information to third parties whose personal data we process in this capacity as required by Article 14 of the GDPR and the notice requirements set out in any other Data Privacy Laws for processing personal data which has been obtained indirectly.

2. Who is Collecting Data?

Data will be collected by Altitude Assist.

3. Data We Collect

Altitude Assist collects the following categories of personal data:

Contact data: We may collect information about data subjects such as name and contact details (email, phone number, etc.) in order to communicate and facilitate the provision of our services with our clients or potential clients. For example, contact details of individuals who work for or on behalf of the clients, in order to carry out the client’s engagement with Altitude Assist.

Services data: Personal data may be provided to us by clients to the extent required to perform the services. Altitude Assist may also acquire personal data from a third party as required to perform services requested by our client(s).

Marketing information: We may collect information to respond to inquiries regarding our products and services or to provide you with information, reports, or updates.
Website visitor information: when you visit our website, we may collect information such as your IP address and the pages you visited and when you use our services we may collect information on how you use those services.

Clients and other third parties who provide personal information to Altitude Assist must do so in compliance with applicable data privacy regulations.

4. Processing of Personal Data

We collect personal data to offer and administer our services.

The data you provide to us will be processed in accordance with the purposes specified in this notice, namely:

a. To provide the products or perform the services requested by clients and individuals pursuant to a letter of engagement, statement of work, or similar (where the processing is necessary for our legitimate business interests in conducting and managing our business).

b. To provide the products or perform the services requested by clients and individuals using our website or web applications (where the processing is necessary for our legitimate business interests in conducting and managing our business).

c. For complying with obligations provided by laws, current regulations and European legislation (e.g. tax regulations) (where processing is based on a legal obligation) or legislation in other jurisdictions that may be applicable.

d. For legitimate business purposes to advise you through email, phone call, or post, in the framework of our ordinary commercial relationship, about other products or services similar to the products or services we have provided to you and that we think will be of interest to you (where the processing is necessary for our legitimate business interests).

e. For marketing purposes. For example, we may use your information to further discuss your interest in the services and to send you information regarding Altitude Assist such as information about promotions, events, products or services. You can withdraw your consent or opt out of receiving our marketing communications at any time. If you are not located in the EU, you may opt-out of receiving marketing communications and updates at any time. You can manage your receipt of marketing and non-transactional communications by clicking on the «unsubscribe» link located on the bottom of Altitude Assist’s marketing emails.

f. For improving Altitude Assist’s communications with you. Emails sent to you by us may include standard tracking, including open and click activities. We may collect information about your activity as you interact with our email messages and related content.

g. For operating and improving Altitude Assist’s website and your customer experience. For example, we may collect and analyse data on your use of our website and process it for the purpose of improving our online experience.

h. For security purposes. For example, we may use your data to protect Altitude Assist and its third parties against security breaches and to prevent fraud and violation of Altitude Assist’s applicable agreements (where the processing is necessary for our legitimate business interests).

Whenever we process your personal data for our legitimate interests, we make sure to consider and balance any potential impact on you and your rights under data protection laws. Our legitimate business interests do not automatically override your interests – we will not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You have the right to object to this processing if you wish.

5. How data is processed

Personal data is processed both manually and electronically in accordance with the above-mentioned purposes and in compliance with current regulations. We permit only authorized Kroll employees and third-party providers to have access to your information. Such employees and third-party providers are appropriately designated and trained to process data only according to the instructions we provide them.

6. Storage of Personal Data

Altitude Assist will retain personal data for a reasonable period, taking into account legitimate business needs to capture and retain such information. Information will also be retained for a period necessary to comply with state, local, federal regulations, or country specific regulations and requirements, and in accordance with Altitude Assist’s Records Retention Policy.

7. Disclosure/Sharing of Personal Data

We only share your personal data with your consent or in accordance with this notice. We will not otherwise share, sell or distribute any of the information you provide to us except as described in this notice.

We share personal data among Altitude Assist-controlled affiliates and subsidiaries who act for Altitude Assist for the purposes set out in this notice.

Altitude Assist may share your information with external third parties, such as vendors, consultants, legal advisors, auditors and other service providers who are performing, advising or assisting with certain services on behalf of our company. Such third parties have access to personal data solely for the purposes of performing the services specified in the applicable contract, and not for any other purpose. Altitude Assist requires these third parties to undertake security measures consistent with the protections specified in this notice.


Altitude Assist may be required to disclose personal data in response to lawful requests by public authorities, including meeting national security or law enforcement requirements.


If Altitude Assist’s business enters into a joint venture with or is merged with another business entity, your information may be disclosed to our new business partners.

8. Cross – Border Transfers of Personal Data

Personal information may be transferred, accessed and stored globally as necessary for the uses stated above in accordance with this notice, and in compliance with local law and regulations.

Data concerning EU data subjects may be transferred to or processed in locations outside of the EU only where one of the following safeguards is in effect:

  • Transfers to the US, pursuant to D&P’s participation in the EU-U.S. Privacy Shield

  • Transfers to certain countries which the EU Commission has determined ensures an adequate level of protection

  • Transfers pursuant to standard contractual clauses or contract terms ensuring adequate data protection

  • Where required, Altitude Assist entities have entered into European Union Model Clause Agreements which allows for the processing of your personal information and for transfers of your personal information.


9. Your Rights

You have the following rights concerning your data processed by Altitude Assist:

Access: You have the right to access personal information that Altitude Assist holds about you.

Rectification: You have the right to ask us to rectify information Altitude Assist holds about you if it is inaccurate or not complete.

Erasure: You can request that Altitude Assist erase your personal data. We will keep basic data to identify you and retain it solely for preventing further unwanted processing.


Restrict Processing: You have the right to ask Altitude Assist to restrict how we process your data. This means we are permitted to store the data but not further process it. We keep just enough data to make sure we respect your request in the future.


Object to processing: Where processing is based on legitimate interests, you have the right to object to Altitude Assist processing your data. We will discontinue processing your data, unless we can demonstrate compelling legitimate grounds for the processing. We will keep basic data to identify you and retain it solely for preventing further unwanted processing.


Portability: Where processing is based on consent or performance of a contract, you have the right to data portability. Altitude Assist must allow you to obtain and reuse your personal data for your own purposes in a safe and secure way without this affecting the usability of your data.

10. Automated Decision Making

Automated decisions are defined as decisions about individuals that are based solely on the automated processing of data and that produce legal effects that significantly affect the individuals involved.

Altitude Assist does not make automated decisions using personal data. If automated decisions are to be made, affected persons will be given an opportunity to express their views on the automated decision in question and object to it.

11. Providing Information to Altitude Assist

If you choose not to provide certain personal information, it may be an impediment to the exchange of information necessary for the execution of the contract or provision of services, and we may not be able to provide you with some services and you may not be able to participate in some of the activities on our website(s).

12. Third Party Websites or Other Services

We are not responsible for the privacy practices of any non-Altitude Assist operated websites, mobile apps or other digital services, including those that may be linked through Altitude Assist websites or services, and we encourage you to review the privacy policies or notices published thereon.

13. Contact Us

Please contact us with questions, concerns, or complaints:

For data subjects located in the EU: if we are not able to satisfactorily resolve your questions, concerns, or complaints, or if you believe that the processing of your personal data infringes on your rights under applicable data protection laws, you have the right, without prejudice to any other administrative or judicial remedies, to lodge a complaint with a supervisory authority, in particular in the Member State of your habitual residence, place of work or place of the alleged infringement. Contact information for the supervisory authorities may be found here:

EU Data Protection Authorities

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