Privacy Policy.

01Who we are

This Privacy Policy is issued by MET Road Assistance Ltd, a company registered in Malta, with operational offices at N/S in Triq Tal-Ħandaq, Qormi QRM4000, Malta. References in this policy to "MET", "we", "us" and "our" mean MET Road Assistance Ltd. We act as the data controller for the personal information described below.

02What personal information we collect

Depending on how you interact with us, we may collect the following categories of personal data:

1. Identification details — your full name, date of birth, ID card or passport number, and home address when you take out a membership.
2. Contact details — your phone number and email address.
3. Vehicle details — registration number, make, model, year, weight category and any modifications relevant to recovery.
4. Service details — the date, time and location of each callout, the nature of the breakdown, the dispatched crew, the towing destination, and any fees charged.
5. Call recordings — calls to our 24/7 operations line may be recorded for safety, dispatch accuracy and training purposes.
6. Payment details — billing information you provide when subscribing to a membership or paying for an out-of-plan service. Card data is processed by our payment provider; we do not store full card numbers on our systems.
7. Website usage — basic technical information such as IP address, browser type, pages visited and how you arrived at our site, collected through cookies and analytics tools (see Section 8).

03Why we collect it

1. To deliver the service you've asked for — dispatching the nearest crew, towing your vehicle, swapping a tyre or jump-starting a battery.
2. To manage your membership — issuing your card, sending renewal reminders, verifying eligibility on each callout.
3. To handle billing and payments — invoicing, fee collection, refunds and dispute resolution.
4. To meet legal and regulatory obligations — tax records, insurance reporting, anti-fraud checks and cooperation with the police, courts or other authorities when lawfully required.
5. To improve our service — internal training, complaint review, monitoring response times, fleet planning.
6. To communicate with you — service updates, ETAs, follow-ups after a callout, and occasional service-related notices. We will only send marketing communications if you have separately opted in.

04Legal basis for processing

Under the General Data Protection Regulation (GDPR) and the Maltese Data Protection Act, we rely on the following legal grounds to process your data:

1. Performance of a contract — when you take out a membership or call us for service, we need to process your data to deliver what you've asked for.
2. Legal obligation — for tax, accounting, insurance and law-enforcement requirements.
3. Legitimate interests — to run our business efficiently, prevent fraud, improve safety, and analyse service quality, where this does not override your rights.
4. Consent — for any optional marketing communications or non-essential cookies. You can withdraw consent at any time.

05Who we share your data with

We share personal data only with parties who help us deliver the service or meet a legal obligation. These include:

1. Our contractors and partner crews in Malta, Gozo, Italy and Sicily, so they can locate you, identify your vehicle and complete the recovery.
2. Garages, body shops and dealerships you nominate as the destination for your vehicle.
3. Insurers and brokers when your roadside assistance entitlement is linked to a motor insurance policy.
4. Payment processors and banks for membership fees and out-of-plan service payments.
5. IT and communications providers hosting our systems, website and operator phone lines.
6. Government and regulatory authorities such as the police, courts, Transport Malta or tax authorities, where legally required.

We do not sell, rent or trade your personal data to third parties for marketing purposes.

06How long we keep your data

We keep your data only as long as needed for the purposes it was collected, or as required by law.

1. Membership records — for the duration of your membership plus seven years thereafter, in line with Maltese tax and accounting requirements.
2. Callout and service records — for up to seven years after the date of service.
3. Call recordings — for up to twelve months, unless retained longer for a specific complaint, claim or legal proceeding.
4. Website analytics — typically retained for up to twenty-six months in aggregated form.
5. Marketing preferences — until you withdraw consent or for two years of inactivity, whichever is sooner.

07Your rights

Under the GDPR you have the right to:

1. Access the personal data we hold about you.
2. Rectify any inaccurate or incomplete data.
3. Erase your data, where there is no overriding legal reason for us to keep it.
4. Restrict how we process your data in certain circumstances.
5. Object to processing based on our legitimate interests, including profiling.
6. Data portability — receive a copy of your data in a structured, commonly used, machine-readable format.
7. Withdraw consent at any time, where consent is the legal basis we relied on.
8. Lodge a complaint
   with the Office of the Information and Data Protection Commissioner (IDPC) in Malta. Their website is
   idpc.org.mt
   .

08Cookies and similar technologies

Our website uses cookies and similar technologies to make the site work, remember your preferences and understand how visitors use the site. We distinguish between:

1. Strictly necessary cookies — required for the site to function, for example to keep the pricing tab you selected. These do not require your consent.
2. Performance cookies — anonymous analytics that help us understand which pages are useful. These are loaded only with your consent.
3. Functional cookies — remember your preferences such as region selection.

You can control or delete cookies through your browser settings at any time. Disabling certain cookies may affect parts of the website.

09How we protect your data

We use appropriate technical and organisational measures to protect your personal information, including secure servers, access controls, encryption in transit, staff training and regular review of our processes. No system is perfectly secure, but we take our responsibility seriously and we notify the IDPC and affected individuals of any data breach where required by law.

10Changes to this policy

We review this policy periodically and may update it to reflect changes in our service, technology or the law. The latest version will always be published at this page with the effective date noted below. Material changes will be communicated by email to active members where reasonably possible.

11Contact us

For any questions, concerns or requests regarding this policy or your personal data, please contact us: