Which personal data do we use?
Your train might be delayed or you may have forgotten to check out. If you are eligible, we will refund any overpaid costs. To do this, we need to use the data you provided when purchasing your product or that we received when you submitted your claim. This includes your contact details, OV-chipkaart number, bank details and journey information.
If you hold or booked with an NS-Business Card from NS Zakelijk, we will use your business contact details where possible. Payments related to missed check-outs will be made to the employer. Refunds for delay will be paid into your personal bank account.
What do we use your data for?
We continuously work to improve our services. Delays, unexpected cancellations or missed check-outs may still occur. In such cases, you may be entitled to Money Back in Case of Delay or another form of refund.
There may also be a disruption in processing your payment, which could prevent you from continuing your journey.
The legal basis for processing is: the performance of the agreement.
If you have been delayed or forgotten to check out, you can submit a claim for compensation via Money Back in Case of Delay, Money Back in Case of Delay NS International or refund for missed check-out. In these cases, we use your contact and journey details to determine your eligibility for a refund. Your bank details are also used to pay the compensation. You can also contact NS Customer Service for assistance. If you hold an NS-Business Card from NS Zakelijk, missed check-out payments are processed on your employer’s invoice.
We aim to compensate you automatically if a payment disruption causes you to overpay. There is no need to contact NS Customer Service yourself. We will credit your overpaid amount or correct it on your next invoice. You can collect your credit for travel on balance at an NS Ticket Machine or a pick-up point. Visit www.ns.nl to check if automatic refunds apply. To enable this, NS processes your detailed journey data solely for this purpose. If you prefer not to have your detailed journey data processed for this reason, please inform NS Customer Service.
The legal basis for processing is: legitimate interest.
If you forget to check out, NS may automatically suggest correcting your journey in certain cases. This can help you avoid a correction fee and save you from submitting a correction request yourself.
NS bases this processing on legitimate interest. Automatically correcting incomplete transactions is not strictly necessary to fulfil the travel agreement, but it assists with accurate billing and supports good service.
NS uses only a limited set of journey data for automatic corrections. It considers journeys on the same travel day and simple cases where an outward and return trip logically connect. NS does not conduct a detailed analysis of your entire travel history. If there is insufficient certainty about the correct adjustment, no automatic correction will be applied.
Who do we share data with?
We employ third parties to deliver IT services. These processors handle data only on our behalf and for no other purpose. We have agreements in place with these parties regarding data processing.
Under certain circumstances, we may transfer your personal data outside the European Economic Area. When this happens, we take appropriate measures with these parties, such as adopting the standard contractual clauses set by the European Commission.
How long do we keep your data?
We retain your personal data for up to eighteen months after your journey.