V-SOS Band Privacy Policy

V-SOS Band – Privacy Statement

This Privacy Statement explains how we process the information:

  • of Administrators (bill payers responsible for first set up of the device) or Caretakers (people added to the account to also be able to respond to alerts), collected by through the V-Family application (‘App’); and
  • of wearer’s (‘User’s’), collected via the V-SOS Band connected device (‘SOS Band’).

You should show this statement to the User of the SOS Band before they wear it so they understand how their data will be processed.

We take the privacy of our users very seriously. We ask that you read this Privacy Statement carefully as it contains important information about how we will use your personal data.

Last updated: 11 April 2019

Changes to our privacy policy

This Privacy Policy gets updated from time to time; whenever we make a change, we’ll update the content and let you know.

We have recently revised our Privacy Statement for this App and Service; the main changes are listed below. 




Reformatted privacy notice

We have updated the structure and format of the privacy notice to meet new legal requirements.

25th May 2018

Updated cookie section

Updated with information that is collected via Vodafone ID.

11th April 2019

Last updated: [11 April 2019] 

Who we are

We are [Vodafone Group plc]. [We are the parent company for the Vodafone Group.  If you go to http://www.vodafone.com/content/index/about/where.html you can find links to the Vodafone operating company in your country / we are a member of the Vodafone Group]. 

In this privacy policy:

  • “we/us” means [Vodafone Group plc]
  • “third party” means someone who is not you or us; and
  • “Vodafone Group” means Vodafone Group Plc and any company or other organisation in which Vodafone Group Plc owns more than 15% of the share capital.

Our registered office is [Vodafone House, The Connection Newbury, Berkshire RG14 2FN]. We are registered in [England under company number 1833679]. [Vodafone Group PLC] is registered with [the Information Commissioner’s Office (ICO), registration number Z8088474].

Our main switchboard is [+44(0)1635 33251] or you can email us at data.protection@vodafone.com.

How to contact us

Your opinion matters to us – if you have any questions about our privacy policy, you can email us at: Ask.GroupPrivacy@vodafone.com or you can write to our privacy team at:

Global Privacy Team – Group Legal
Vodafone Group Services Limited
Vodafone House
The Connection
RG14 2FN


Personal information we collect about you

Information we collect about you

The types of information we process about Administrators and Caretakers when you use the V-Family app are:

  • Your name, address, mobile number or landline number, date of birth and email address;
  • Your account information, such as the number of products you have with us, dates of payment owed or received and the make, model and year of the vehicle you have;
  • Your phone’s address book, so that you can add Caretakers to the group (you can revoke these permissions in your phone’s Settings);
  • Your photos or camera settings, if you want to add photos of Group members, including the User of the SOS Band, to their respective profiles (you can revoke these permissions in your phone’s Settings);
  • Your credential information such as passwords, hints and similar security information used for authentication and access to accounts and services;
  • Your preferences for particular products or services when you tell us what they are, or we assume what they are, based on how you use the products and services;
  • Customer care information through your contact with us, such as a note or recording of a call you make to one of our contact centres;
  • Information about your mobile device each time you use the App. For example, we may collect information on the type of mobile device that you are using and its unique device identifier (for example, the IMEI number, the device’s mobile phone number, or the MAC address of the device’s wireless network interface);
  • Information about your usage of the App, such as how often you use it or when you dismiss alerts; and
  • Your location data. This can be precise where it uses Global Positioning System (GPS) data or by identifying nearby mobile phone masts and Wi-Fi hotspots and you enable location-based services or features. Or less precise where, for example, a location is derived from your IP address or data such as a post code or name of a town or city.

The types of information we process about the User of the SOS Band are:

  • Their photo, if you choose to add one to the User’s profile;
  • Their contact information, such as name, address, and mobile or landline number;
  • Information about the V-Sim connectivity we deliver to the SOS Band, such as the data connections performed and the amount of data consumed;
  • When a fall is detected, the SOS Band will begin transmitting location data so that Administrators or Caretakers can respond; and
  • The SOS Band device’s model and serial number

We’ll also get information about how you use our products and services, such as:

  • The level of service that you receive – for example, network or service faults and other events that may affect our network services or other services;
  • Details of your use of our services – for example, we can see the amount of data the SOS Band is using which we can use to assess whether our data allowances are sufficient; and
  • We also collect anonymous analytics information on how Administrators or Caretakers use the V-Family App in order to improve your experience and troubleshoot.

When we collect your personal information

We collect Administrators’ and Caretakers’ personal information when:

  • You first set up your Connected Device product in the App and add your contact details and those of Caretakers;
  • You use the App and any of its features (for example, dismissing alerts or messaging other individuals in the Group);
  • You subscribe to marketing; or
  • You contact our customer care teams with a question or complaint.

We collect Users’ personal information when:

  • This is provided by Administrators or Caretakers when setting up an SOS Band;
  • We receive a low battery notification, or detect that the Band has been removed; and
  • Either a fall is detected or a User presses the SOS button we begin processing the device’s location data until the event is dismissed.

Vodafone will process your personal data based on:

  1. The performance of your contract or to enter into the contract and to take action on your requests. For example, we’ll need to process your network traffic data as part of making your SOS Band device “connected” and we’ll need to process Administrator's payment details for your monthly billing.
  2. Vodafone’s legitimate business interests, for example, fraud prevention, maintaining the security of our network and services, direct marketing, and improvement of our services. Whenever we rely on this lawful basis to process your data, we assess our business interests to make sure they do not override your rights. Additionally, in some cases you have the right to object to this processing. For more information, visit the Your Rights section of this policy.
  3. Compliance with a mandatory legal obligation, including for example accounting and tax requirements, which are subject to strict internal policies (such as retention periods), procedures, and your right to restrict usage of your data, which control the scope of legal assistance to be provided; or
  4. Consent you provide where Vodafone does not rely on another legal basis. Consent is always presented to you separately and you can withdraw your consent at any time.

How we use your personal information

1. To provide you with your service

We use your information for service provision and to fulfil any purchases you have made:

  • to help us identify you and any accounts you hold with us;
  • to provide you with connectivity for your SOS Band device and alert Administrators and Caretakers when an alert has been triggered;
  • billing and customer care;
  • to notify you of any changes to the App or to our services that may affect you; and
  • identity verification.

2. Marketing and profiling

If you are opted into marketing and given us permission to use your data to tailor these communications, we’ll use your interactions with this App and data from your SOS Band device to inform the sorts of marketing we should be sending you so that it’s the most relevant for you.

To opt out of Marketing messages or profiling:

If you no longer want to receive marketing messages from Vodafone, you can choose to opt out at any time. If you’ve previously opted in to receive personalised content based on how and where you use our network, you can also opt out at any time.

The easiest way to opt out is by using our marketing preferences page, found under your My Vodafone account settings. For customers without a Vodafone mobile number, you can manage your permissions in the V by Vodafone App.

There are also various other ways to opt out:

  • Contact our customer services team via v.vodafone.com;
  • Click the link at the end of a marketing email, text or picture message to unsubscribe from that channel
  • Change your communication preferences by texting the relevant code in this table [PDF: 342KB]
  • Tell the adviser if you receive a marketing call
  • Disable push notification messages, including marketing messages, at any time in our apps by changing the notification settings on your device or by uninstalling the app
  • Contact our customer data team for guidance
  • Email data.protection@vodafone.com

If you are opted into marketing and given us permission to use your data to tailor these communications, we’ll use your interactions with this App and data from your SOS Band device to inform the sorts of marketing we should be sending you so that it’s the most relevant for you.

3. Service improvement

We collect anonymous, de-identified or aggregate information in order to improve the service we offer to everyone. None of these analytics are linked back to you in any way.

To protect our networks and manage the volumes of calls, texts and other uses of our networks. For example, we identify peak periods of use so we can try and ensure the networks can handle the volume at those times; and

To understand how you use our networks, products and services. That way we can seek to review, develop and improve these, develop more interesting and relevant products and services, as well as personalising our products and services.

How we share your personal information

Where applicable, we share information about you with:

  • Companies in the Vodafone Group;
  • Partners, suppliers or agents involved in delivering the products and services you’ve ordered or used;
  • Companies who are engaged to perform services for, or on behalf of, Vodafone Limited, or Vodafone Group;
  • Credit reference, fraud-prevention or business-scoring agencies, or other credit scoring agencies;
  • Debt collection agencies or other debt-recovery organisations;
  • Law enforcement agencies, government bodies, regulatory organisations, courts or other public authorities if we have to, or are authorised to by law; or
  • A third party or body where such disclosure is required to satisfy any applicable law, or other legal or regulatory requirement.

International data transfers

Our customer care centres are run by Vodafone Shared Services which is based in Hungary, Egypt, India and Romania.

Humax, who manufacture the V-SOS Band, will store your data in the EEA, however if there are troubleshooting queries, their staff in South Korea may need to access that data to provide support. The data accessed will only include support ticket data needed to resolve your issues. For example, your phone number or fall detection data is not transferred.

If you are a non-Vodafone customer and we need to verify your identity, we will need to transfer your data to our service provider, which is based in India.

When Vodafone sends your information to a country that is not in the EEA, we make sure that your information is properly protected. We will always ensure that there is a proper legal agreement that covers the data transfer. In addition, if the country is not considered to have laws that are equivalent to EU data protection standards then we will ask the third party to enter into a legal agreement that reflects those standards.

How long we keep your personal information for

We’ll store and process your information for as long as we have to by law or as long as we need to be able to deliver you the services you have requested. We’ll keep some personal information for a reasonable period after your contract with us has finished in case you decide to use our services again. We, or one of our partners, may contact you about Vodafone services during this time if you haven’t opted out of receiving marketing communications from us. Once these bases have expired, we’ll delete that information.

Keeping your personal information secure

We have specialised security teams who constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.  

Communications over the internet (such as emails) aren’t secure unless they’ve been encrypted. Your communications may go through a number of countries before being delivered, as this is the nature of the internet.  

We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control. 

We’ll never ask for your secure personal or account information by an unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others. 

Our website may provide links to third-party websites. We cannot be responsible for the security and content of such third-party websites. So make sure you read that company’s privacy and cookies policies before using or putting your personal information on their site.  

The same applies to any third-party websites or content you connect to using our products and services.  

You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.  

Social plug-ins and social applications are operated by the social network themselves and are subject to their own terms of use and privacy and cookies policies. You should make sure you’re familiar with these.

Your rights

Below we set out details on how you can exercise your rights.  If you have a question or cannot find the answer, please contact our Customer Services team via v.vodafone.com.

Right to correct personal data

You have the right to have your personal data corrected if it is incorrect. You can request this by contacting our customer care via v.vodafone.com

Right to access personal data

You have the right to make a request for a copy of the personal data that Vodafone holds about you. To make this request as an individual or an authorised 3rd party, please contact the customer care team via. v.vodafone.com 

Right to data portability

You have the right to port your data. You can request this by contacting our customer care via v.vodafone.com 

Right to object to use of personal data

In certain circumstances, You have the right to object to the use of your personal data. Contact the customer care team via v.vodafone.com 

How to lodge a complaint

If you want to contact us about any of your rights or if complain about how we use your information, contact our Customer Services team via v.vodafone.com. We’ll do our best to help but if you’re still unhappy, you can contact the ICO – their details are at www.ico.org.uk 

Right to restrict use of your data

If you feel data we hold on you is inaccurate or believe we shouldn’t be processing your data, please contact our customer care team to discuss your rights. In certain circumstances you will have the right to ask us to restrict processing. 

Right to erasure

Vodafone strives to only process and retain your data for as long as we need to. In certain circumstances you have the right to request that we erase personal data of yours that we hold. If you feel that we are retaining your data longer than we need, it is worth first checking that your contract with Vodafone has been terminated which you can do with Customer Services. If your contract with Vodafone has been terminated, we may still have lawful grounds to process your personal data. For more information on retention periods please see our www.vodafone.co.uk/privacy

Our cookie policy

How we use cookies

A cookie is a small text file which is placed onto your mobile (or other electronic device) when you access our App. We use cookies on our App to recognise you whenever you visit the App (this speeds up your access to the App as you do not have to log on each time).

Our cookies don't hold personal information such as your name or bank details. They simply let us find information about your browsing experience that we can associate to you if you are logged in.

To do this we sometimes use persistent cookies. We take looking after your personal information seriously – we're always monitoring and improving how we protect it.

We've put our cookies into the following categories, to make it easier for you to understand why we need them:

  1. Strictly necessary – these are used to help make our website work efficiently
  2. Performance – these are used to analyse the way our website works and how we can improve it
  3. Functionality – these help to enhance your experience by doing things like remembering products you've added to your basket
  4. Targeting/advertising – these are used to share some information with third parties who we advertise with, so we know how you've reached our website. We can also use cookies to identify the parts of the website you’re interested in. We then use this information to show you adverts and pages we think may also be of interest to you, to tailor how we communicate with you, or to tailor the contents of the communications we send to you. If you prefer, you can opt out of these. Tailoring of content means it includes information reflecting the interest you’ve shown in the content of our web pages, or offers or promotions that we think may interest you, and to improve how we respond to your needs.

What’s its called

What it is used for




This allows us to track browser actions to understand how Vodafone ID is being used (e.g. button clicks, page load times etc.)


Persistent cookie


To track your web session. After successful authentication this cookie is set to keep the authenticated session (and authorisation details) active in the browser. This means if you come back in the same browser within 30 minutes, you do not need to re-authenticate.


30 minutes




When you select what country you are in, these cookies remember your selection.


On browser close


To track time out for current transaction


10 minutes


To track time out for transaction


1 Day


To track language selection


30 Days


To track “remember me” settings


On browser close


To track transaction time out





Functional Cookie used to derive the profile (i.e. UK) used by Tealium and hand this over to the Service (e.g. V Shop)




This is a functional cookie used to identify  the environment (web environment not location i.e. live web page or testing web page) used by the customer and hand this over to the Service (e.g. V Shop) to locate traffic


1 year


This is a tracking/behavioural cookie that contains different information about the session and presents a unique identifier of the customer in that session.


This gathers usage statistics used to analyse customer behaviour/ trends taking place on our site and use it to improve customer experience and performance of our site to give you the best experience possible.


All variable listed here:

  • ses_id – A unique identifier for the session.
  • _st – A Unix/Epoch time stamp, in milliseconds.
  • v_id – A unique identifier for each visitor.
  • _ss – A Boolean that indicates if the page viewed is the first in a session. A value of 1 means yes and 0 means no.
  • _pn – The number of pages viewed during the current session.
  • _sn – The number of sessions for this visitor.






These cookies remember who you are to keep you logged into your account on the app so you don’t have to log in every time.



Controlling your cookies

You can control how you use cookies in your browser or your device settings.  

If you change your cookie settings in your browser, your experience with us won't be tracked.

Information on controlling and deleting cookies is also available at http://allaboutcookies.org