Privacy Notice for drivers, visitors to Shell websites and Shell App users

Information for individuals who are or have been retail customers, visitors to Shell websites, or users of another digital application.

Privacy Notice – B2C, Loyalty or Energy Customers, Shell App Users and Website Visitors

This notice explains what personal data we collect, for what purposes we collect it, and what rights you have in relation to it.

What does this Privacy Notice cover?

This Privacy Notice provides information regarding the processing of your personal data when you use the services or purchase products of one or more companies within the Shell Group of companies (“Shell”, “we”), whether you are:

(i) a retail, energy or e-mobility customer

(ii) a member of a Shell loyalty programme or a comparable programme at your location (“Shell loyalty programme”)

(iii) a visitor to a Shell website (“website” or “Shell website”)

(iv) a user of the Shell application or other Shell applications (“Shell App”)

In addition to this Privacy Notice, specific privacy notices and supplementary privacy terms may contain further information on how Shell processes your personal data. This is the case, for example, if you are an energy or e-mobility customer. In such cases, those privacy notices will be provided to you separately. See here for the supplementary privacy notice for electric vehicle drivers.

This Privacy Notice explains which personal data about you is processed; why we process your personal data and for what purposes; how long we retain your personal data; how you can access and update your personal data; the choices you have regarding your personal data; and where you can go for more information.

Where personal data is collected from children, consent from a parent or legal guardian is required.

Special note – if you are under 16 years of age. Processing of children’s personal data

Unless Shell is specifically organising educational events for children, we do not knowingly collect personal data from individuals under the age of 16. If you are under 16, please do not send us any personal data such as your name, address or email address. If you wish to contact Shell in a way that requires submitting your personal data (e.g. for educational or innovation events), please ask your parent or guardian to do so on your behalf.

This section describes the different sources from which we collect your personal data.

What personal data do we process about you? Data collection

We collect information, including personal data, about you as a Shell customer, user of Shell Apps and/or visitor to a Shell website or Shell-managed social media page (“Shell social media page”). The information may include:

Information you provide to us – When you create a Shell customer profile, we ask for your name, email address and gender (so we can address you correctly, though you are not required to provide this), your contact preferences, and necessary information to answer security questions. If you choose to join a Shell loyalty programme, use Shell Apps, Shell Drive services or our mobile payment systems, we may also ask for further personal data needed to deliver these services and/or for authentication purposes, such as vehicle type, driver behaviour patterns, date of birth (if collected), communication preferences, and mobile phone number.
Information gathered through your use of Shell services – We also collect data about how and where you use Shell services and purchase Shell products. This includes data about your device, IP addresses, login credentials, browser type and settings, location data, and online identifiers used for cookies and similar technologies. Your purchase history may include information about:

(i) the specific products you buy

(ii) the total amount of each transaction

(iii) the time and location of your purchases

(iv) the payment method used, including any methods embedded in Shell Apps (such as mobile payments)

If you are a member of a Shell loyalty programme – We collect information about your participation, including:

(i) the type and description of the reward selected

(ii) the rewards you have chosen

(iii) the amount of points redeemed

(iv) the frequency and timing of point redemptions

(v) the delivery method used for the reward (if applicable)

If you are a Shell Drive user, we collect your recorded journeys, including vehicle coordinates, speed and acceleration, and compare this to other users (where you have consented to such collection, including location data).

Data gathered from external sources – To ensure we have the most up-to-date information and to offer better, more tailored products and services, we combine information we hold with data publicly available or provided by authorised third parties (such as Experian or Acxiom). This includes purchase habits and associated products or services you may use, such as the number of vehicles in your household or the types of vehicles you are interested in.
Information collected through social media platforms – When you engage with us on a Shell social media page (e.g. by commenting, sharing, reacting to a post, sending a private message or following the page), we may collect personal data such as your username, profile photo, hometown, email address and gender. We use all personal data obtained via social media in accordance with this Privacy Notice.

Shell view of the customer

To help ensure you have a positive experience with the Shell Group and depending on your level of engagement with Shell, we may combine the information collected from the sources above to build a personalised profile of you. This enables easier interaction with Shell companies and helps us keep your data up to date so we can improve services, develop products, and offer promotions tailored to your interests.

However, please note that you have control over how Shell uses this information. You can opt out of having your personal data combined in this way – please see the section below for more details.

We only process your personal data where we have a lawful basis to do so.

Why do we process your personal data?

The personal data covered by this Privacy Notice is only processed:

with your explicit consent
where it is necessary to conclude a transaction with you (such as processing payment data)
where it is necessary for the purposes of legitimate business interests pursued by the relevant Shell companies, unless such interests are overridden by your interests or fundamental rights and freedoms
where it is necessary for Shell to comply with a legal obligation

If the processing is based on your consent, you have the right to withdraw your consent at any time. This will not affect the validity of any processing carried out before your consent was withdrawn.

What happens if you do not provide your personal data?

If you choose not to provide the information described above that is required to use a Shell App or participate in a Shell loyalty programme, the only consequence is that your ability to fully engage with the Shell App and/or participate in the Shell loyalty programme may be limited.

Who is responsible for the personal data collected?

Shell (Switzerland) AG, Hinterbergstrasse 16, 6312 Steinhausen, Switzerland, is responsible for processing your personal data, either alone or jointly with its affiliated companies within the Shell Group. Your local country of residence determines the specific local Shell entity responsible for the processing of your personal data.

The purposes for which we process your personal data.

For what purposes do we process your personal data?

We process your personal data for the purposes of:

providing our products and delivering our services to you
managing relationships and marketing, including maintaining and enhancing contact with you
account management, including verification (to ensure that only you or someone you have authorised has access to your account and data)
customer service and product/service development
conducting and analysing market research and marketing strategies
running promotions and competitions offered to Shell customers, including the offering of digital rewards in recognition of your loyalty
detecting or preventing fraud when you use mobile payment functions to purchase Shell products (where such functions are available in your market)

Where relevant, we may also process your personal data for a secondary purpose that is closely related, such as:

storing, deleting or anonymising your personal data
audits, investigations, dispute resolution, or for insurance purposes, legal proceedings or defending legal claims
statistical, historical or scientific research
compliance with legal and/or regulatory requirements

Communication and marketing – your choices

If you have given your consent to receive communications from Shell (or if you have previously purchased goods and/or services from us and this is permitted under local law), you may receive offers tailored to your preferences based on the personal data collected from the sources described above. This allows us to provide you with better and more personalised products and services.

We will only send you service updates and notifications without your prior consent if such updates and/or notifications are necessary for the proper functioning of the Shell Apps or other services you use.

You may receive such offers and communications through various channels, and you can update your subscription preferences at any time in your personal profile settings or by using the unsubscribe options provided through the respective digital channels.

Transaction security and fraud prevention, detection and investigation

If you use a mobile payment application to purchase Shell products (if available in your market), you may be asked to provide additional personal data to complete the transaction. We may use the personal data you provide for the prevention, detection and investigation of fraud and to enforce the terms of the mobile payment application.

We may share some information with mobile payment service providers (such as PayPal), including but not limited to your IP address, device ID or unique identifier, your loyalty card number (for the purpose of collecting points), device type, geolocation data (e.g. Wi-Fi) and mobile network information.

Your rights and how to exercise them.

Your rights in relation to your personal data

We aim to keep your information as accurate as possible. You may request:

access to your personal data
correction or deletion of your personal data (but only if it is no longer required for a legitimate business purpose, such as completing a retail transaction)
that you no longer receive marketing communications
that the processing of your personal data is restricted
that your personal data is no longer combined from different sources to create a personalised profile
that you receive a copy of the personal data you have provided to Shell in a structured, digital format for transmission to another party, where technically feasible

If you would like to make such a request, please visit your Shell account profile or contact us at: SITI-MLM-Support@shell.com.

Who can you contact if you have a query, issue or complaint regarding your personal data?

If you have questions, concerns or complaints regarding the processing of your personal data, please contact us at: SITI-MLM-Support@shell.com.

You may also contact the Shell Group’s Chief Privacy Officer at:

Shell International B.V.
The Hague, The Netherlands – Trade Register No. 27155369
Mailing address: PO Box 162, 2501 AN, The Hague
Email: privacy-office-SI@shell.com

If you are not satisfied with Shell’s handling of your personal data, you may have the right to contact the Federal Data Protection and Information Commissioner, Feldeggweg 1, CH – 3003 Bern, Switzerland, or the Dutch Data Protection Authority at Prins Clauslaan 60, 2595 AJ The Hague, the Netherlands.

For more information, visit www.edoeb.admin.ch

or https://autoriteitpersoonsgegevens.nl/en.

Legal actions to protect personality rights are governed by Articles 28, 28a and 28l of the Swiss Civil Code.

We use cookies on our websites to provide you with the best user experience possible.

Cookies and similar technologies

Shell may use cookies and similar technologies to collect and store information when you visit a Shell website or use a Shell App. This allows Shell to recognise your browser and gather information about your use of the website – for example, which pages you visit or how long your visits last – and to display relevant content when you return. This helps us improve your user experience when visiting our website(s).

You can control and manage your cookie preferences by adjusting your browser settings or by using the Shell cookie preference tool on our websites. For more information, please refer to the Shell Cookie Policy.

Shell is committed to safeguarding your personal data.

Security of your personal data

We have implemented technical and organisational measures to protect your personal data against unauthorised access and misuse. In particular, we may use encryption for certain services. We also apply authentication and verification processes for access to Shell services, and we regularly test, assess and evaluate the effectiveness of our security measures.

Who do we share your personal data with?

Your personal data is processed only for the purposes described above and shared only on a strict “need-to-know” basis with:

other companies within the Shell Group, including those located outside your country of residence
authorised third-party providers cooperating with Shell who supply products and/or services to Shell App users and loyalty programme members, with your consent
authorised providers involved in mobile payments (e.g. PayPal, Apple Wallet or Android Pay)
authorised agents, licensees, service providers, external auditors and/or subcontractors of Shell
competent authorities, governmental bodies, regulatory, supervisory, investigative or financial agencies, where required to comply with legal or regulatory obligations applicable to the relevant Shell entities, or where otherwise permitted by applicable law
any person Shell proposes to transfer any of its rights and/or obligations to.

Your personal data may be transferred outside your country, provided it is adequately protected.

Transfers of your personal data to other countries

Where your personal data is transferred to entities within the Shell Group and/or to authorised third parties located outside your country, we take organisational, contractual and legal measures to ensure that your data is only processed for the purposes set out above and that appropriate safeguards are in place.

These measures include Binding Corporate Rules for transfers within the Shell Group and, for Shell entities in the European Union, transfer mechanisms approved by the European Commission for transfers to third parties, as well as any additional local legal requirements.

A copy of Shell’s Binding Corporate Rules is available here or by contacting privacy-office-SI@shell.com.

Interacting with Shell via social media

If you choose to interact with Shell through social media on a Shell-managed social media page (such as Facebook, Instagram, Twitter or LinkedIn), your personal data (such as your name, profile photo and the fact that you are interested in Shell) may be visible to all visitors of your personal social media profile, depending on your privacy settings, and will also be visible to Shell.

You can delete any information you share on these platforms at any time via your personal social media account. Shell does not track your activity across all the social media platforms you use.

If you send a message to Shell via a messaging function on a social media platform, these messages are stored for no longer than one month after receipt.

Please contact Shell if you wish to make a request you cannot submit directly via a Shell social media page – see contact information in the section above.

In addition, to the extent that Shell is jointly responsible with a social media platform for a Shell page, Shell has access via that platform to aggregated data, statistics and insights to better understand the types of actions you take on Shell social media pages. More information on how your personal data is processed on these platforms – including targeted advertising – can be found in your privacy settings on the relevant social media site.

Shell will retain your personal data only for a defined period of time.

Personal data processed by Shell in accordance with this Privacy Notice will be deleted or anonymised (so that it can no longer identify you):

every five years, if you remain a customer during that time
immediately after you request deletion of your Shell account profile or withdraw from the Shell loyalty programme
for any subscribed services, three years after our last interaction with you (i.e. if you have not used the services for three years)

In relation to financial transactions (including those made via a Shell App), your personal data will be retained for ten years from the transaction date.

In all cases, your data may:

be retained for a longer period where there is a legal or regulatory reason (it will then be deleted once no longer required for that purpose), or
be retained for a shorter period if you object to the processing and there is no longer a legitimate business reason to retain it.

This Privacy Notice is updated regularly.

Changes to this Privacy Notice

This Privacy Notice may change over time. We encourage you to review it regularly for updates. This Privacy Notice was last updated in June 2025.