Privacy policy

Policy version: July 9, 2025

1. Identification of the website and operator

Our website, https://horizio.net/ (our website), is provided by HORIZIO GLOBAL S.L., with its registered office at Calle del Dr. Castelo, 44, 28009 Madrid, Spain ("we", "our", or "us").

We are a company dedicated to simplifying your move to Spain and beyond, providing expert assistance in housing search, travel planning, and paperwork, ensuring a smooth transition to your new home. Our dedicated team is committed to delivering personalized support throughout your relocation journey, helping you navigate the complexities of moving abroad with confidence and ease, so you can focus on your new adventure.

We are the controller of personal data obtained via our website, meaning we are the organization legally responsible for deciding how and for what purposes it is used.

2. Introduction

We take your privacy very seriously. Please read this privacy policy carefully as it contains important information on who we are and how and why we collect, store, use and share any information relating to you (your personal data) in connection with your use of our website and our services. It also explains your rights in relation to your personal data and how to contact us or a relevant regulator in the event you have a complaint.

3. Applicable data protection regime

We collect, use and are responsible for certain personal data about you. When we do so, we are subject to the EU General Data Protection Regulation (EU GDPR) (Regulation (EU) 2016/679).

4. Minimum age

This version of our privacy policy is primarily written for adults. Given the nature of our services, we do not expect to collect the personal data of anyone under 18 years old. If you are aware that any personal data of anyone under 18 years old has been shared with us via our website, please let us know so that we can delete that data.

5. This privacy policy is divided into the following sections:

What this policy applies to
Personal data we collect about you
How your personal data is collected
How and why we use your personal data
Marketing
Who we share your personal data with
How long your personal data will be kept
Transferring your personal data out of the EEA
Cookies and other tracking technologies
Your rights
Keeping your personal data secure
How to complain
Changes to this privacy policy
How to contact us
Do you need extra help?

6. What this policy applies to

This privacy policy relates to your use of our website and our relocation services only.

Throughout our website, we may link to other websites owned and operated by certain trusted third parties. Those third-party websites may also gather information about you in accordance with their own separate privacy policies. For privacy information relating to those third-party websites, please consult their privacy policies as appropriate.

7. Personal data we collect about you

The personal data we collect about you depends on the particular activities carried out through our website and when you engage our relocation services. We will collect and use the following personal data about you:

your name, address, and contact information, including email address and telephone number, and company details (if applicable for corporate relocation)
information to check and verify your identity, e.g., date of birth, nationality, passport details, visa information (as required for relocation services)
details of any information, feedback, or other matters you give to us by phone, email, post or via social media
your activities on, and use of, our website
information about the services we provide to you
your contact history, service inquiry history, and saved preferences related to relocation
information about how you use our website and technology systems
your responses to surveys and promotions
Information related to your relocation needs, such as housing preferences (e.g., number of bedrooms, location, budget), travel dates, family details (e.g., number of dependents, schools needed), and specific paperwork requirements (e.g., tax IDs, social security numbers, residency permits).

You must provide certain personal data to use our services, especially information required for legal and contractual obligations related to relocation (e.g., identity verification for visa applications). Where certain personal data is required, we will make this clear at the point of collection. Failure to provide such required data may prevent us from providing our services to you.

Sometimes you can choose if you want to give us your personal data and let us use it. Where that is the case, we will tell you and give you the choice before you give the personal data to us. We will also tell you whether declining to share that personal data will have any effect on your use of our website or any services on it.

We collect and use this personal data for the purposes described in the section 'How and why we use your personal data' below.

8. How your personal data is collected

We collect personal data from you:

directly, when you enter or send us information, such as when you contact us (including via email or phone), send us feedback, submit service inquiries via our website, or complete customer surveys, and
indirectly, such as your Browse activity while on our website; we will usually collect information indirectly using the technologies explained in the section on 'Cookies and other tracking technologies' below.

We do not generally collect personal data about you from other sources without your direct involvement for the purposes of our relocation services. If we were to do so (e.g., from publicly accessible sources), we would inform you of the categories of data obtained and the source.

9. How and why we use your personal data

Under data protection law, we can only use your personal data if we have a proper reason. This includes:

where you have given consent
to comply with our legal and regulatory obligations
for the performance of a contract with you or to take steps at your request before entering into a contract, or
for our legitimate interests or those of a third party.

A legitimate interest is when we have a business or commercial reason to use your personal data, so long as this is not overridden by your own rights and interests. We will carry out an assessment when relying on legitimate interests, to balance our interests against your own. You can obtain details of this assessment by contacting us (see 'How to contact us' below).

The table below explains what we use your personal data for and why:

What we use your personal data for

Our reasons

Relocation Planning and Advice

Providing personalized planning and consultation for various visa and residency options for Spain.

To perform our contract with you or to take steps at your request before entering into a contract

Tailoring travel itineraries and providing cultural adaptation advice.

For our legitimate interests, i.e. to deliver the best service to you and ensure a smooth transition to your new home.

Customer Support and Website Functionality

Responding to your inquiries and providing customer service.

For our legitimate interests, i.e., to provide effective customer support and manage our customer relationships efficiently.

Customizing our website content to your preferences (if you consent to relevant cookies).

Your consent as gathered by the separate cookies tool on our website (see 'Cookies and other tracking technologies' below). If you have provided such consent, you may withdraw it at any time by changing the setting on the cookies tool (this will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn).

Analyzing website usage to improve our services and website.

Communications with you not related to marketing, including about changes to our terms or policies or other important notices.

To comply with our legal and regulatory obligations; in other cases, for our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you.

Protecting the security of systems and data used to provide the services.

To comply with our legal and regulatory obligations. We may also use your personal data to ensure the security of systems and data to a standard that goes beyond our legal obligations, and in those cases, our reasons are for our legitimate interests, i.e., to protect systems and data and to prevent and detect criminal activity that could be damaging for you and/or us.

Statistical analysis to help us understand our customer base.

For our legitimate interests, i.e., to be as efficient as we can so we can deliver the best service to you at the best price.

Updating and enhancing customer records.

To perform our contract with you or to take steps at your request before entering into a contract; to comply with our legal and regulatory obligations; where neither of the above apply, for our legitimate interests, e.g., making sure that we can keep in touch with our customers about existing orders and new services.

Disclosures and other activities necessary to comply with legal and regulatory obligations that apply to our business.

To comply with our legal and regulatory obligations.

The audit of our business operations.

For our legitimate interests, i.e., to maintain our accreditations so we can demonstrate we operate at the highest standards.

To share your personal data with members of our group and third parties that will or may take control or ownership of some or all of our business (and professional advisors acting on our or their behalf) in connection with a significant corporate transaction or restructuring, including a merger, acquisition, asset sale, initial public offering or in the event of our insolvency.

To comply with our legal and regulatory obligations; in other cases, for our legitimate interests, i.e., to protect, realize or grow the value in our business and assets. In such cases, information will be anonymized where possible and only shared where necessary.

9.1 How and why we use your personal data - Special category personal data

In the course of providing relocation services, we may collect and process certain personal data that is considered a special category under GDPR. This may include:

Data concerning health, for instance, if you require specific accommodations due to a medical condition during your relocation.
Personal data revealing racial or ethnic origin, if relevant for cultural adaptation advice.
Genetic data or biometric data (when used to uniquely identify an individual) are not typically collected by us, but if required for specific legal processes, we would seek your explicit consent and ensure appropriate safeguards.

When we process such special category personal data, we will do so only when a specific condition under Article 9 of the EU GDPR is met, in addition to a lawful basis under Article 6. This is usually based on:

Your explicit consent for one or more specified purposes, unless Union or Member State law provides that the prohibition referred to in paragraph 1 may not be lifted by the data subject.
Processing is necessary for the establishment, exercise or defense of legal claims or whenever courts are acting in their judicial capacity.
Processing is necessary for reasons of substantial public interest, on the basis of Union or Member State law which shall be proportionate to the aim pursued, respect the essence of the right to data protection and provide for suitable and specific measures to safeguard the fundamental rights and the interests of the data subject.

Where we rely on your explicit consent, you have the right to withdraw that consent at any time without affecting the lawfulness of processing based on consent before its withdrawal.

If you would like more information about how we process special category data, please contact us (see 'How to contact us' below).

10. Marketing

We will use your personal data to send you updates (by email) about our services, including exclusive offers, promotions or new services.

We have a legitimate interest in using your personal data for marketing purposes (see above 'How and why we use your personal data'). This means we generally do not need your consent to send you marketing information if you are an existing customer and the marketing relates to similar services we previously provided to you (soft opt-in). If we change our marketing approach in the future so that consent is needed, we will ask for this separately and clearly.

You have the right to opt out of receiving marketing communications at any time by:

contacting us at info@horizio.com
using the 'unsubscribe' link in emails

We may ask you to confirm or update your marketing preferences if you ask us to provide further services in the future, or if there are changes in the law, regulation, or the structure of our business.

We will always treat your personal data with the utmost respect and never sell or share it with other organisations for marketing purposes.

For more information on your right to object at any time to your personal data being used for marketing purposes, see 'Your rights' below.

11. Who we share your personal data with

We routinely share personal data with:

third parties we use to help deliver our services to you, e.g., real estate agents for housing, travel agencies for travel planning, and moving companies for logistics
other third parties we use to help us run our business, e.g., website hosts, IT service providers, and website analytics providers
our banks for payment processing

We only allow those organizations to handle your personal data if we are satisfied they take appropriate measures to protect your personal data. We also impose contractual obligations on them to ensure they can only use your personal data to provide services to us and to you.

We or the third parties mentioned above occasionally also share personal data with:

our external auditors, e.g., in relation to the audit of our accounts, in which case the recipient of the information will be bound by confidentiality obligations
our professional advisors (such as lawyers and other advisors), in which case the recipient of the information will be bound by confidentiality obligations
law enforcement agencies, courts, tribunals and regulatory bodies to comply with our legal and regulatory obligations
other parties that have or may acquire control or ownership of our business (and our or their professional advisers) in connection with a significant corporate transaction or restructuring, including a merger, acquisition, asset sale, initial public offering or in the event of our insolvency—usually, information will be anonymised but this may not always be possible. The recipient of any of your personal data will be bound by confidentiality obligations

If you would like more information about who we share our data with and why, please contact us (see 'How to contact us' below).

12. How long your personal data will be kept

We will not keep your personal data for longer than we need it for the purpose for which it is used. Different retention periods apply for different types of personal data, depending on the purpose of processing and any legal obligations.

For example, customer service communication records may be kept for 5 years to allow us to address recurring issues and improve our services. Account data will be retained as long as your account is active and for a period of 7 years after inactivity to comply with potential legal or tax obligations.

Following the end of the relevant retention period, we will delete or anonymize your personal data.

13. Transferring your personal data out of the EEA

It is sometimes necessary for us to transfer your personal data to countries outside the European Economic Area (EEA). In those cases, we will comply with applicable EU data protection laws designed to ensure the privacy of your personal data.

We will transfer your personal data to:

Spain (as our base of operations). The European Commission has decided that Spain ensures an adequate level of protection of personal data (known as an 'adequacy decision') further to Article 45 of the EU GDPR.
Relevant third countries where you are relocating from or to, or which are involved in your relocation process (e.g., countries relevant to transit flights). These transfers are primarily for the performance of our contract with you (i.e., providing relocation services) or taking steps at your request before entering into a contract (Article 49(1)(b) EU GDPR). We will inform you of the specific countries involved during the service provision.
Our service providers located outside the EEA. For instance, if we use a cloud hosting provider with servers outside the EEA, or a specific software provider. In such cases, we will ensure appropriate safeguards are in place, together with enforceable rights and effective legal remedies for you. This may be on the basis of:
- An adequacy decision by the European Commission further to Article 45 of the EU GDPR.
- Legally-approved standard data protection clauses issued further to Article 46(2) of the EU GDPR (e.g., EU Standard Contractual Clauses), which we will implement with our service providers.
- A specific exception applies under relevant data protection law (Article 49 EU GDPR).

For transfers based on standard data protection clauses, to obtain a copy of the clauses, please contact us (see 'How to contact us' below).

Any changes to the destinations to which we send personal data or in the transfer mechanisms we rely on to transfer personal data internationally will be notified to you in accordance with the section on 'Changes to this privacy policy' below.

If you would like further information about data transferred outside the EEA, please contact us (see 'How to contact us' below).

14. Cookies and other tracking technologies

A cookie is a small text file which is placed onto your device (e.g., computer, smartphone or other electronic device) when you use our website. We use cookies and similar technologies on our website. These help us recognize you and your device and store some information about your preferences or past actions.

For further information on cookies, our use of them, when we will request your consent before placing them and how to disable them, please see our Cookie Policy - Insert link to separate Cookie Policy here.

15. Your rights

You generally have the following rights, which you can usually exercise free of charge:

Access to a copy of your personal data

The right to be provided with a copy of your personal data.

Correction (also known as rectification)

The right to require us to correct any mistakes in your personal data.

Erasure (also known as the right to be forgotten)

The right to require us to delete your personal data—in certain situations.

Restriction of use

The right to require us to restrict use of your personal data in certain circumstances, e.g., if you contest the accuracy of the data.

Data portability

The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party—in certain situations.

To object to use

The right to object:

- at any time to your personal data being used for direct marketing (including profiling).

- in certain other situations to our continued use of your personal data, e.g., where we use your personal data for our legitimate interests unless there are compelling legitimate grounds for the processing to continue or the processing is required for the establishment, exercise or defense of legal claims.

Not to be subject to decisions without human involvement

The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you. We do not make any such decisions based on data collected by our website or for our services.

The right to withdraw consents

If you have provided us with consent to use your personal data, you have a right to withdraw that consent easily at any time. You may withdraw consents by contacting us directly. Withdrawing a consent will not affect the lawfulness of our use of your personal data in reliance on that consent before it was withdrawn.

For further information on each of those rights, including the circumstances in which they do and do not apply, please contact us (see 'How to contact us' below).

If you would like to exercise any of those rights, please email, call or write to us (see 'How to contact us' below).

When contacting us please:

provide enough information to identify yourself (e.g., your full name, address, and service reference number) and any additional identity information we may reasonably request from you, and
let us know which right(s) you want to exercise and the information to which your request relates.

16. Keeping your personal data secure

We have appropriate security measures in place to prevent personal data from being accidentally lost, or used or accessed unlawfully. We limit access to your personal data to those who have a genuine business need to access it. Those processing your information will do so only in an authorized manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

17. How to complain

Please contact us if you have any queries or concerns about our use of your personal data (see below 'How to contact us'). We hope we will be able to resolve any issues you may have.

You also have the right to lodge a complaint with a supervisory authority, in particular in the EU Member State of your habitual residence, place of work, or of an alleged infringement of data protection laws in the EEA.

As we are based in Spain, the competent supervisory authority is the Agencia Española de Protección de Datos (AEPD). You can contact the AEPD using the details at https://www.aepd.es/es/contacta-con-la-aepd or by telephone: +34 912 663 517.

For a list of other EEA data protection supervisory authorities and their contact details, you may refer to the European Data Protection Board website.

18. Changes to this privacy policy

We may change this privacy policy from time to time. When we make significant changes, we will take steps to inform you, for example, by including a prominent link to a description of those changes on our website for a reasonable period, or by other means, such as email.

Any significant changes to the nature of processing, such as a change in purpose, identity of the controller, categories of recipients, or introduction of transfers to a third country, will be communicated to you well in advance of the change taking effect to allow you to consider the impact and exercise your rights.

19. How to contact us

You can contact us by post, email or telephone if you have any questions about this privacy policy or the information we hold about you, to exercise a right under data protection law, or to make a complaint.

Our contact details are shown below:

Our contact details

HORIZIO GLOBAL S.L.

Calle del Dr. Castelo, 44

28009 Madrid, Spain

Email: info@horizio.com

Telephone: +34 912 663 517

We do not currently have a Data Protection Officer (DPO) as one is not legally required for our current processing activities under Article 37 GDPR. For any data protection inquiries, please use the contact details above.

20. Do you need extra help?

If you would like this policy in another format (for example, audio, large print, braille), please contact us (see 'How to contact us' above).

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