Privacy policy

Last updated: 27 September 2026.

This policy explains what personal data we process when you visit floutel.com, check coverage, ask us to call you or sign up for a Floutel service. It also explains what we use it for, who we share it with and how long we keep it.

Who processes your data

The controller is NEUTRALIA OPERADOR GLOBAL SLU, Spanish tax ID (NIF) B67425884, the owner of this website. You can email us at ac@floutel.com or call us on 900 525 523. Our postal address is Carrer de l’Era Esquerra, núm. 18, 08242 Manresa (Barcelona), Spain. Our company registration details are in the legal notice.

What data we process and why

When you visit the website

The server logs every request it receives: your IP address, the date and time, the page you request, the page you came from and the browser you use. These logs help us keep the website running, find errors and detect abuse. The server also uses them to produce access statistics.

To protect the forms and the coverage checker from bots, we use our own system, Floutel Shield. Before a form is sent, your browser solves a small calculation test. This system stores nothing in your browser (no cookies and no local storage) and does not create a fingerprint of your device. To limit the number of requests, it counts the requests that come from your IP address (for IPv6, from the /64 block it belongs to). These counters exist only in the server’s memory and are deleted automatically within 24 hours at the latest. When the system blocks a request, it records the IP address and the reason in the server’s error log and, in some cases, alerts the technical team.

The server firewall also blocks IP addresses automatically: for one hour if they request many non-existent pages in a short time, and for one day if they send several fake sign-ups in a row.

Legal basis: our legitimate interest in keeping the website secure and available (Article 6(1)(f) GDPR).

When you check coverage

We send the address you type into the coverage checker, together with the language of the page, to Likes Telecom, which provides our coverage information. When you choose the building entrance and the flat, we also send the codes that identify that home. The request comes from our server, so Likes Telecom does not receive your IP address or your browser details. To avoid repeating requests, we keep the response in memory for 10 minutes and the codes that identify the home for 30 minutes.

Legal basis: steps taken at your request before a possible contract (Article 6(1)(b) GDPR).

When you ask us to call you

The “Should we call you?” form collects your phone number and the time slot you prefer. When you send it, we also store your IP address, the name linked to that IP address on the internet (reverse DNS), your browser and the page you sent it from. We use your phone number to call you and to follow up on your request for sales purposes. We use the technical data to protect the form.

If Floutel Shield cannot confirm that a person sent the form, we store it as possible spam and receive an alert with your phone number, so that no genuine request is lost.

Legal basis: steps taken at your request before a possible contract (Article 6(1)(b) GDPR) and, for the technical data, our legitimate interest in keeping the form secure (Article 6(1)(f)).

When you write to us or call us

If you email us, message us on WhatsApp or call us, we use the data you give us to reply to you. If you use WhatsApp, the conversation also passes through the servers of WhatsApp, which is a Meta company.

Legal basis: your request (Article 6(1)(b) GDPR) or our legitimate interest in answering the enquiries we receive (Article 6(1)(f)).

When you sign up

To sign you up, we ask for your full name, your Spanish ID card (DNI) or foreigner ID number (NIE), your phone number, your email address, the installation address and your bank account number (IBAN). If you are a company, we ask for your NIF, company name and business activity instead of a DNI or NIE. If you order a SIM card, we also ask for the delivery address. If you want to keep your numbers, we need those numbers, the ICC of your prepaid SIM cards and, if the current holder of the line is someone else, their name, their ID document and their contact details. With the sign-up, we store the IP address it was sent from and the name linked to that IP address on the internet (reverse DNS).

All of this data is required to sign up. Without it, we cannot process your sign-up. We use it to check your identity, install and provide the service, handle number porting, bill you and give you support.

If you give us the details of the current holder of a line, we get them from you, not from that person, and you must have told that person beforehand.

Sign-up data is stored in our database and in our internal customer management system. The sign-up team receives it by email and you receive a confirmation email. If our security system stops a sign-up because it looks automated, the technical team receives an alert with the form data so the team can check whether the sign-up came from a person.

Legal basis: performance of the contract (Article 6(1)(b) GDPR) and the legal obligations we have as an operator (Article 6(1)(c)).

When you verify your identity

To complete your sign-up, we ask you to verify your identity at ekyc.floutel.com, our own system. There are two ways to do this:

• With a digital certificate (electronic DNI, FNMT certificate or idCAT). In this case, we process the identification data contained in the certificate.
• With your ID document and a selfie. You take photos of both sides of your DNI and of your face, and complete a liveness check. The system records the camera image during each step, reads the data on the document and compares your face with the photo on your DNI. This comparison involves processing biometric data and only takes place if you give your explicit consent by ticking the box shown before you start. If you do not want to give it, use the digital certificate.

The system also records technical data about your device, such as the browser, the language and the screen size.

The images, the recordings and the result of the verification are stored with your contract and kept for as long as the contract data. If the automatic comparison does not confirm your identity, you can try again, use a digital certificate or ask for a person to review it by emailing ac@floutel.com.

Legal basis: performance of the contract and our legitimate interest in preventing fraudulent sign-ups (Article 6(1)(b) and 6(1)(f) GDPR) and, for the facial comparison, your explicit consent (Article 9(2)(a) GDPR), which you can withdraw by emailing ac@floutel.com.

When you sign the contract

To sign the contract remotely, we use BoldSign, an electronic signature service. BoldSign receives your name, your email address and the document you sign, and processes them on our behalf under a signed data processing agreement.

Legal basis: performance of the contract (Article 6(1)(b) GDPR).

While you are a customer

The contract’s General conditions (section 5.1) describe the processing linked to providing the service: number porting with your previous operator, location data, checks against credit reference files (and being added to them if you do not pay) and listing in telephone directories if you authorise it.

Marketing communications

If you tick the marketing communications box when you sign up, we may send you information about our services. You can withdraw this consent at any time by emailing ac@floutel.com.

Legal basis: your consent (Article 6(1)(a) GDPR and Article 21 of the LSSI, the Spanish Information Society Services Act).

Analytics and advertising

We only use these tools if you accept them in the cookie banner:

• Analytics: Google Analytics and Matomo measure how the website is used. Matomo is installed on a server in our network (m.xarxalia.com) and does not use cookies.
• Advertising: the Meta pixel and Google Ads measure which ads lead to a sign-up and let us show you Floutel ads on other websites and apps. The Meta pixel records the pages you visit and some button clicks.

Until you accept, the website does not load any of these tools. You can change your choice at any time with the “Change cookie settings” button that stays fixed on the screen. Details of each cookie are in the cookie policy.

Legal basis: your consent (Article 6(1)(a) GDPR and Article 22(2) of the LSSI).

Record of your cookie preferences

When you accept, reject or change your cookie preferences, we keep a record so that we can prove what you chose. It contains a random identifier (the one in the floutel_cid cookie), the categories you accepted, the version of the banner, the date and time, the language, the page and the network you used. We only keep part of the network: the first three blocks of an IPv4 address or the /48 prefix of an IPv6 address. These do not identify your specific connection. We do not link this record to your customer data.

Legal basis: the obligation to be able to prove consent (Article 7(1) GDPR, in conjunction with Article 6(1)(c)).

Who we share your data with

• Likes Telecom: the address you look up in the coverage checker.
• BoldSign, as our data processor: your name, your email address and the contract you sign.
• Google: if you accept analytics or advertising, the browsing data collected by Google Analytics and Google Ads.
• Meta: if you accept advertising, the data collected by its pixel.
• The operators involved in number porting, if you request it.
• Companies that provide us with technical services, such as maintenance of the website, email and systems.
• Public administrations, courts and authorities, when a law requires us to.

The website, email, database, customer management system, identity verification, Matomo and backups run on servers in our own network.

Transfers outside the European Union

Google and Meta may process data in the United States. Google LLC states that it has certified its adherence to the principles of the EU-U.S. Data Privacy Framework (details from Google). Meta explains in its privacy policy the mechanisms it uses to transfer data outside the European Union.

Data only reaches Google and Meta if you accept analytics or advertising cookies.

How long we keep data

• Contract data, including identity verification and signature: while you are a customer and then for up to six years after the contract ends, the period set by Article 30 of the Spanish Commercial Code for keeping business records.
• Enquiries, call-back requests and incomplete sign-ups: for as long as we need them to deal with your request and follow it up, and for up to six years (Article 30 of the Spanish Commercial Code). You can ask us to delete them sooner.
• Requests that Floutel Shield stores as possible spam: deleted from the website automatically after about 60 days.
• Marketing communications: until you withdraw your consent.
• Floutel Shield counters: 24 hours at most.
• Coverage checks: 10 minutes, and 30 minutes for the codes that identify the home.
• Record of cookie preferences: 3 years.
• Server logs: overwritten as they fill up (by size, not by date), so the period they cover depends on traffic. The server’s access statistics are kept for 3 months.
• Analytics and advertising: each tool (Google Analytics, Google Ads, the Meta pixel and Matomo) keeps data according to its settings and, for Google and Meta, according to their own policies.
• Backups: we make them every day on servers in our network and they rotate automatically. Each backup is kept for about four months at most. Until a backup expires, it may contain data we have already deleted from the main system.

Your rights

You can ask us to tell you what data about you we process, to correct or delete it and to limit how we use it. You can also object to us processing it and ask us to give it to you in a format you can take to another company. If we process data because you gave us your consent, you can withdraw it at any time. This does not affect what we did before.

To exercise any of these rights, email us at ac@floutel.com and tell us what you are asking for. If we cannot confirm that it is you, we will ask you to prove your identity.

If you think we have not handled your request properly, you can file a complaint with the Spanish Data Protection Agency (AEPD) at www.aepd.es.