Privacy Policy

Effective date: 16 September 2026
Website: www.monarchmobility.com/eu
Data controller: Monarch Mobility International B.V.

Monarch Mobility International B.V. is committed to protecting your privacy and handling personal data lawfully, fairly, transparently and securely.

This Privacy Policy explains how we collect, use, disclose, retain and protect personal data when you visit our European website, contact us, enquire about our mobility products, request support, apply to become a trade partner or distributor, place an order, attend an event or otherwise interact with our European business.

It also explains your rights under the General Data Protection Regulation (EU) 2016/679 (GDPR) and other applicable European data protection and electronic communications laws. This policy applies across the language and country versions of our European website.

1. Who is responsible for your personal data

The data controller responsible for the personal data described in this policy is:

Monarch Mobility International B.V.
Posthoornstraat 11
3011 WD Rotterdam
The Netherlands

KvK number: 99636921
VAT number: 86907093801
Email: [email protected]

Monarch Mobility International B.V. is the controller except where another organisation is expressly identified as acting as an independent controller. In this policy, “Monarch Mobility”, “we”, “us” and “our” refer to Monarch Mobility International B.V.

2. Personal data we collect

Personal data is information relating to an identified or identifiable individual. The information we collect depends on how you interact with us.

Contact and identification information

Name, email address and telephone number.
Postal or business address and country.
Company or organisation and job title.
Your preferred language and contact method.
Other information you choose to provide when contacting us.

Product and customer enquiries

The product or products you are interested in.
Details of your enquiry and correspondence with us.
Your location or postcode where needed to identify an appropriate dealer or distributor.
Information relating to an existing Monarch Mobility product, including its serial number where relevant.
Details relevant to a demonstration, purchase, warranty, complaint, repair or product-support request.

Trade partner and distributor information

Company name, registration details, VAT details, address and website.
Business contacts, roles, telephone numbers and email addresses.
Business type, territory or countries of operation and products of interest.
Trade application, due-diligence, account, purchasing and payment information.
Quotations, orders, correspondence, meeting notes and records of our commercial relationship.

Transaction and account information

Orders, quotations, invoices, payments and credit-account information.
Delivery and billing details.
Returns, warranties, complaints and after-sales support.
Account preferences and relevant customer-service records.

Website and technical information

IP address, browser, device type and operating system.
Approximate location derived from your IP address.
Referring website, pages viewed and date, time and duration of visits.
Website interactions, form activity and cookie or similar technology identifiers.
Security and diagnostic information needed to protect and operate the website.

Marketing information

Your marketing preferences and areas of interest.
When, how and for what purpose consent was provided or withdrawn.
Unsubscribe and suppression records.
Interactions with our marketing communications where permitted by law and enabled by your choices.

3. Health and other sensitive information

Because we supply mobility products, information voluntarily provided in a product enquiry may reveal information about a person’s health, disability or mobility requirements. Health information is special-category personal data under Article 9 GDPR and receives additional protection.

We ask you to provide only the information reasonably necessary for us or an authorised dealer or distributor to assist with your enquiry. We will process health-related information only where we have both a lawful basis under Article 6 GDPR and an applicable condition under Article 9 GDPR. Depending on the circumstances, this may include your explicit consent or another condition permitted by law.

Where explicit consent is required, we will request it separately and make clear that it may be withdrawn. We will not use health information supplied for a product enquiry for unrelated direct marketing.

4. How we collect personal data

We may collect personal data:

directly from you through website forms, telephone calls, emails, meetings and other correspondence;
when you request product information, a demonstration, a dealer introduction, technical support or after-sales assistance;
through trade or distributor applications, account forms, orders and our trade portal;
when you attend a trade show, exhibition, event or meeting;
from your employer or organisation where you act as its representative;
from authorised dealers or distributors where necessary to manage an enquiry, order or support matter;
from another company in the Monarch Mobility group where lawful and necessary;
from publicly available business sources and professional directories where permitted by law; and
automatically when you use our website, subject to your cookie choices.

If we obtain personal data from a source other than you, we will provide the information required by Article 14 GDPR within the applicable period unless a lawful exception applies.

5. How and why we use personal data

We process personal data only where we have a lawful basis. The purposes and principal lawful bases are described below. More than one lawful basis may apply depending on the circumstances.

Responding to enquiries

We use personal data to respond to questions, provide product information and deal with requests. We generally rely on our legitimate interests in communicating with customers, prospective customers and business contacts, or on taking steps at your request before entering into a contract.

Connecting you with an authorised dealer or distributor

Monarch Mobility operates through authorised trade partners and distributors. If you request information, a demonstration, availability, purchase assistance or local support, we may use your location and contact details to identify an appropriate partner and pass the relevant enquiry details to that partner so it can contact you.

We rely on steps taken at your request before entering into a contract and/or our legitimate interests in operating our authorised network and responding effectively to enquiries. We share only information reasonably necessary for the request, including health-related information only where a valid Article 9 condition applies.

Managing trade partners and distributors

We process business information to assess applications, conduct appropriate checks, open and administer accounts, manage territories and relationships, provide access to trade systems, process orders, deliver sales and marketing support and develop our European distribution network. We rely on contractual necessity, pre-contractual steps and our legitimate interests in managing and developing our business.

Orders, delivery and payment

We use personal data to prepare quotations, process orders, arrange delivery, issue invoices, receive payments and administer accounts. We generally rely on performance of a contract, pre-contractual steps, compliance with legal obligations and our legitimate interests in sound financial administration.

Customer support, warranties and product safety

We use relevant information to provide technical and after-sales support, administer warranties and returns, investigate complaints, manage repairs and meet product-safety or vigilance obligations. Our bases may include contractual necessity, legal obligation, protection of vital interests where relevant and our legitimate interests in providing safe products and effective support.

Business administration and protection

We may process personal data for CRM administration, record keeping, internal reporting, forecasting, fraud prevention, cybersecurity, service improvement, audits, insurance and the establishment, exercise or defence of legal claims. We rely on legal obligations and/or our legitimate interests, after considering the impact on individuals.

Legal and regulatory compliance

We process information where necessary to meet obligations relating to taxation, accounting, product safety, sanctions, customs, regulatory enquiries, court orders or lawful requests from public authorities.

Website operation and improvement

We use necessary technical information to operate, secure and troubleshoot our website. With consent where required, we may use analytics or similar technologies to understand website use and improve content, products and services.

6. Our legitimate interests

Where we rely on legitimate interests, those interests may include:

responding to enquiries and maintaining business communications;
managing customer, dealer, distributor and supplier relationships;
operating, protecting and developing our business and website;
maintaining accurate records and effective internal administration;
improving our products, services and customer support;
preventing fraud, misuse and security incidents;
supporting product safety and handling complaints; and
establishing, exercising or defending legal claims.

Before relying on legitimate interests, we consider whether the processing is necessary and proportionate and whether your interests, rights or freedoms override our interests.

7. Marketing communications

We may send information about Monarch Mobility products, services, exhibitions, events, trade opportunities and company developments where permitted by applicable law.

Where consent is required for electronic direct marketing, we will obtain it before sending the communication. For certain business-to-business communications, we may rely on legitimate interests or another lawful basis where the law of the relevant EU Member State permits this. Marketing rules can vary between countries, and we apply the rules relevant to the recipient.

You may object to direct marketing or unsubscribe at any time by using the unsubscribe link in the communication or emailing [email protected]. We may keep a minimal suppression record so that your preference continues to be respected. Withdrawing marketing consent does not prevent service communications about an order, account, warranty, product-safety issue or other non-marketing matter.

8. Cookies and similar technologies

Our website uses cookies and similar technologies. Strictly necessary technologies may be used without consent where permitted by law because they are required to provide a service you request or to operate and secure the website.

Non-essential analytics, advertising, personalisation and tracking technologies will not be activated until you have provided valid consent where consent is required. Our cookie controls should enable you to accept or reject non-essential cookies, choose categories and change or withdraw consent as easily as you gave it.

The cookies and similar technologies actually in use, including their providers, purposes, categories and lifespans, are described in our separate Cookie Policy and Cookie Settings. Your browser may also allow you to manage cookies, although disabling necessary technologies may affect website functionality.

9. Who we share personal data with

Where necessary and lawful, we may share personal data with:

authorised Monarch Mobility dealers and distributors;
companies within the Monarch Mobility group;
website, hosting, cloud, IT, cybersecurity and CRM providers;
communications, email, marketing and analytics providers;
logistics, freight, delivery, repair and technical-support providers;
payment, banking, credit-insurance and financial-service providers;
professional advisers, including accountants, auditors, insurers and lawyers;
regulators, courts, tax authorities, customs authorities and law-enforcement bodies where required or permitted by law; and
prospective purchasers, investors, funders and advisers in connection with a merger, acquisition, financing, restructuring or sale of all or part of our business, subject to appropriate safeguards.

Where a supplier acts as our processor, we require a written contract meeting Article 28 GDPR and appropriate confidentiality, security and data-protection obligations. We do not sell personal data.

10. Authorised dealers and distributors

Authorised Monarch Mobility dealers and distributors are independent businesses. When we pass an enquiry to one of them, that business may become an independent controller for its subsequent handling of your personal data. It must provide its own privacy information and is responsible for its independent processing.

Where a dealer or distributor instead acts solely on our documented instructions, it will act as our processor and be subject to an appropriate processing agreement. The role depends on the facts of the particular activity.

11. Sharing within the Monarch Mobility group

We may share personal data with other companies in the Monarch Mobility group, including companies in the United Kingdom, where necessary for administration, IT and CRM support, finance, customer and dealer support, product support, marketing administration, management reporting and business operations.

Each sharing arrangement must have an appropriate lawful basis, clear allocation of responsibilities and suitable security and transfer safeguards.

12. International transfers

Some group companies, suppliers or business partners may be located outside the European Economic Area. This includes the United Kingdom and may include the United States or other countries, depending on the service providers used.

Where the European Commission has adopted an adequacy decision for a destination, we may rely on that decision. For transfers to destinations without an applicable adequacy decision, we use a permitted safeguard, such as the European Commission’s Standard Contractual Clauses, together with a transfer-risk assessment and supplementary technical, contractual or organisational measures where required.

In limited circumstances, a transfer may be made under a specific GDPR derogation where legally available. You may contact us for information about the safeguards relevant to a transfer of your personal data.

13. How long we keep personal data

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, accounting, tax, product-safety, warranty, regulatory and reporting requirements.

Retention periods are determined by the nature and sensitivity of the information, the duration of our relationship, the risk of harm from unauthorised use or disclosure, statutory limitation periods, legal requirements and whether the purpose can be achieved in another way.

Typical categories may include enquiry records retained for a reasonable follow-up period, customer and trade-account records retained for the relationship and applicable legal limitation periods, financial records retained for statutory tax and accounting periods, and product-safety records retained for the period required by applicable product legislation. Consent and suppression records may be retained for as long as needed to demonstrate and respect your preferences.

When information is no longer required, we securely delete, anonymise or otherwise dispose of it in accordance with our retention procedures. Anonymised information that can no longer identify an individual may be retained for statistical or business-analysis purposes.

14. How we protect personal data

We use appropriate technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access and other unlawful processing. Measures are selected with regard to the nature, scope, context and purposes of processing and the risks to individuals.

Access is limited to personnel and service providers with a legitimate need, subject to confidentiality and data-protection obligations. We use appropriate access controls, system security, staff awareness, supplier oversight, incident-management procedures and business-continuity measures. No internet-based system can be guaranteed to be completely secure.

15. Your data protection rights

Subject to the circumstances and applicable legal conditions or exemptions, you may have the following rights:

Access — to know whether we process your personal data and receive a copy together with required information.
Rectification — to correct inaccurate personal data and complete incomplete data.
Erasure — to request deletion where the legal conditions are met.
Restriction — to request that processing is limited in certain circumstances.
Data portability — to receive personal data you provided in a structured, commonly used and machine-readable format, and in some cases have it transmitted to another controller.
Objection — to object, on grounds relating to your particular situation, to processing based on legitimate interests or performance of a task in the public interest.
Direct marketing objection — to object at any time to processing for direct marketing, including related profiling.
Withdrawal of consent — to withdraw consent at any time where consent is the basis for processing, without affecting processing carried out before withdrawal.
Automated decisions — to obtain safeguards in relation to certain decisions based solely on automated processing that produce legal or similarly significant effects.
Complaint — to complain to the competent supervisory authority.

To exercise a right, email [email protected]. We may request information reasonably necessary to verify your identity and clarify your request. We normally respond within one month, although the period may be extended by up to two further months for complex or numerous requests; if so, we will tell you within the first month and explain why.

You will not normally pay a fee. We may charge a reasonable fee or refuse to act where a request is manifestly unfounded or excessive, as permitted by law. If we do not act on a request, we will explain the reasons and your complaint rights.

16. Automated decision making

We do not currently use personal data collected through the European website to make decisions based solely on automated processing, including profiling, that produce legal effects or similarly significantly affect individuals. If this changes, we will provide the information and safeguards required by law before or at the time the processing begins.

17. Children’s privacy

Our website and services are not directed at children, and we do not intentionally seek to collect personal data from children through the website. If we learn that a child’s personal data has been collected inappropriately, we will take suitable steps to delete or otherwise handle it in accordance with applicable law.

18. Third party websites

Our website may link to websites operated by dealers, distributors or other third parties. Those organisations operate independently and may have their own privacy notices and cookie practices. We are not responsible for independent third-party processing and recommend reviewing the relevant privacy information before providing personal data.

19. Complaints

If you have concerns about how we use personal data, please contact us first at [email protected] so that we can investigate and respond.

You also have the right to lodge a complaint with a competent data protection supervisory authority. As we are established in the Netherlands, our supervisory authority is the Autoriteit Persoonsgegevens, the Dutch Data Protection Authority. You may also be entitled to complain to the supervisory authority in the EU or EEA country where you live, work or believe an infringement occurred.

20. Changes to this policy

We may update this Privacy Policy to reflect changes to our website, business activities, service providers, technology or legal obligations. The current version will be published on the website with an updated effective date. Where a change materially affects how we use personal data, we will provide additional notice where appropriate.

21. Contact us

For questions about this Privacy Policy, our handling of personal data or your rights, please contact:

Monarch Mobility International B.V.
Posthoornstraat 11
3011 WD Rotterdam
The Netherlands

KvK number: 99636921
VAT number: 86907093801
Email: [email protected]