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Privacy notice

What we record about a booking, why we are allowed to, who it reaches, and how long we keep it.

Version 2026-09-3, in effect from 16 September 2026.

1Who is responsible for your information

The private hire operator named at the foot of every page is the controller of your personal information. That means we decide how and why it is used. We are licensed by Hertsmere Borough Council as a private hire operator under the Local Government (Miscellaneous Provisions) Act 1976.

Condition 45 of that licence requires us to have a data protection policy setting out how we use, keep and store customer details, and to produce it to an authorised officer of the council or a police officer on request. This notice is that policy, written for you rather than for them.

For any question about your personal information, use the contact details on our contact page and say that it is about data protection.

2Who this notice covers

This notice covers bookers, who make and pay for a booking; passengers, including passengers booked by someone else; people who contact us by telephone, email, the website or a complaint; and visitors to this website. Our chauffeurs and staff have a separate privacy notice.

3What we collect

When you get a price or book: the booker's name, telephone number, email address and how they prefer to be contacted; the same for the passenger, if different; the pickup, destination and any stops; the date and time; the number of passengers and bags; the car class; any hourly hire details; your flight number and terminal; any child seat, and the child's age if you tell us; and any note you leave for the chauffeur.

Access needs, if you tell us: that a passenger has an assistance dog, uses a wheelchair or mobility aid and its size, or needs a wheelchair-accessible vehicle. This can reveal information about health, so we protect it with extra care, as described under access needs below.

When you pay, Stripe handles your card and we never see or store your full card number. Stripe gives us a reference for your payment method, the card type and last four digits, the amounts charged and refunded, and whether a payment succeeded. When you accept our terms we record the date and time, your IP address and your device details, so we can show what you agreed to if a payment is later disputed.

During your booking and journey: the messages we send you and whether they were delivered; that a call or text took place between you and your chauffeur, through temporary numbers so neither of you sees the other's real number, but not what was said; our attempts to contact you if you cannot be found at pickup; the times the journey changed status; the car's location while a journey is active, where that is available; and any changes, cancellations, refunds and extra charges, with the reasons.

If you have an account: your saved addresses and passengers, your notification preferences, and your past and upcoming bookings. Saved payment methods are held by Stripe. You sign in with a link sent to your email, so there is no password for us to store.

If you contact us: complaints and what we did about them, lost property reports, and any rating you give after a journey.

When you use the website: your IP address and browser details, which our bot check and our payment provider use to prevent fraud, and the storage described on our cookies page. We do not use analytics or advertising tracking.

Before pickup we send the passenger the chauffeur's first name, private hire driver licence number and photograph, and the car's registration, make, model and colour. Condition 54 of our operator licence requires the make, model and registration; the rest we add because it is what lets you check the car. Please use it only for that purpose.

4Why we use it, and our lawful basis

Contract. We use your details to give you a price, take your booking and payment, provide the journey, and send confirmations, receipts and journey messages, because this is necessary to perform our contract with the booker or to take steps they asked for before booking. We also use access needs on this basis, to send the right car and tell the chauffeur what help is needed.

Legal obligation. Section 56 of the Local Government (Miscellaneous Provisions) Act 1976, and the conditions attached to our operator licence under section 55(3) of it, require us to keep records and produce them on request. Condition 24 sets what goes in the booking record before the car is sent, including the fare quoted and the chauffeur and car despatched; conditions 25 to 27 cover the chauffeur and vehicle records; conditions 29 and 31 cover complaints; conditions 36 to 38 cover lost property; conditions 41 to 44 cover the register of the people who take and dispatch our bookings. Tax and company law require us to keep receipts, invoices, refunds and our accounts.

Legitimate interests. We use a passenger's details when someone else booked for them, so that the journey booked for them happens safely; we prevent fraud and bot attacks and check payments for fraud; we keep evidence to deal with payment disputes and legal claims; we handle complaints and put things right; and if we ask for a rating after a journey, we ask once with no follow-up. Where we rely on legitimate interests we have weighed our interests against yours, and you can ask us for the details and object.

Consent. We do not send marketing at present. If we ever do, we will ask for your consent first, and you will be able to withdraw it at any time.

If you do not give us the details a booking needs, such as a pickup address, a way to contact the passenger, or payment, we cannot take the booking.

5Access needs and health information

Telling us about an assistance dog, a wheelchair or mobility aid, or a need for a wheelchair-accessible vehicle may reveal information about a passenger's health, which the law gives extra protection.

We use it only to send a suitable car and chauffeur, to give the chauffeur the information they need to help the passenger, and to deal with any complaint that the help was not given. Only the staff and chauffeur handling that booking see it.

Telling us is always optional. We carry assistance dogs, wheelchairs and mobility aids whether or not you tell us in advance.

6Who we share it with

Your chauffeur sees the passenger's name, pickup and destination, flight details, notes, access needs and child seats, and contacts you only through a temporary number. If we pass your booking to another licensed private hire operator, they receive what they need to carry it out and must keep their own records as their own licence requires.

Service providers act on our instructions and may not use your information for their own purposes. They are Stripe, for card payments, saved payment methods, refunds and fraud screening; our email provider, for sending emails; Telnyx, for text messages and the temporary numbers for calls and texts with your chauffeur; Google Maps Platform, for address suggestions and route distances and times; Cloudflare, for the bot check on our price and booking forms and for encrypted backups; our flight data provider, for tracking your flight from its number; and our hosting and error-monitoring providers. Error monitoring is set up so that no personal information is sent to it.

Stripe acts as an independent controller for its own fraud prevention, and for Link if you choose to save your details with Link, under its own privacy policy at https://stripe.com/gb/privacy. Google's use of address information is covered by the Google Privacy Policy at https://policies.google.com/privacy.

We share information when the law requires it: with Hertsmere Borough Council, whose authorised officers, and any police officer, can inspect our booking, chauffeur, vehicle, complaint and lost property records without delay under section 56 of the 1976 Act and conditions 28, 29 and 46; with the police or other authorities where the law requires or allows it, for example to investigate a crime; with HM Revenue and Customs and our accountants, for tax; and with our professional advisers and insurers where needed to deal with a claim.

Where a complaint alleges that a chauffeur has been violent, has behaved in a sexual way, or may be a risk to a child or a vulnerable adult, conditions 30c and 30d require us to notify the council and the police immediately. We do that whether or not the complainant asks us to.

If our business is sold, the buyer may receive your information and must use it as this notice describes. We never sell your personal information.

7Transfers outside the UK

Some of our providers process information outside the UK, for example in the United States. When they do, we make sure the transfer is allowed by UK data protection law: either the destination is covered by UK adequacy regulations, or the transfer is protected by approved safeguards such as the UK International Data Transfer Agreement or the UK Addendum. You can ask us which safeguard applies to each provider, and for a copy of it.

8How long we keep it

Booking records, including everything condition 24 of our operator licence puts in them, are kept for 24 months after the journey. Condition 28 requires at least 12 months. We then remove booker and passenger names and contact details and keep the anonymous record. Messages we sent you are kept for as long as the booking record, and names and contact details are removed with it.

Receipts, invoices, payments, refunds and our accounts, and the audit record of what happened on a booking, are kept for 6 years and then deleted.

The car's location during a journey is kept for 30 days after the journey, or until any related complaint, dispute or lost property case is closed, and then deleted. Prices you asked for but did not book are kept for 90 days and then deleted.

Complaint records are kept for 24 months after the case is closed, and then names and contact details are removed. Condition 29 requires at least 12 months.

A record of lost property, and of any item we returned and to whom, is kept as condition 37 requires and then for the same 24 months as a complaint, after which names and contact details are removed. The item itself is a different matter, and our lost property page explains what happens to it.

9Your rights

You have the right to get a copy of your personal information, to have wrong information corrected, to have your information deleted, to ask us to limit how we use it, to object to our use of it where we rely on legitimate interests, and to receive the information you gave us in a format you can reuse where we use it under contract or consent. Where we rely on consent, you can withdraw it at any time.

Some information we must keep. If you ask us to delete your information, we delete what we can, but our operator licence requires us to keep the booking record for at least 12 months, and tax law requires us to keep financial records for longer. We tell you exactly what we have kept and why.

To use your rights, contact us using the details on our contact page, or use your account where it offers the option. We may ask you to confirm your identity. We reply within one month. If we need more information to find what you asked for, that month is paused until you send it, and for a complex request we may extend the time and will tell you if so. There is normally no charge.

10Automated decisions

Our system works out prices automatically from our published rate card, and accepts your booking automatically once your payment succeeds. Stripe screens payments for fraud and may decline a payment it considers high risk.

If a payment is declined, call us on the telephone number at the foot of every page. A person can look at it and help you complete your booking another way.

11Children

We do not offer accounts to children. Passengers may be children, for example when a parent books with a child seat, and we then hold only the details the booker gives us to provide that journey safely.

12Complaints about your information

Please tell us first if you are unhappy with how we have used your information, using any of the routes on our complaints page. Under section 164A of the Data Protection Act 2018, inserted by the Data (Use and Access) Act 2025 and in force from 19 June 2026, we acknowledge a data protection complaint within 30 days at the latest. We aim to acknowledge it within 24 hours, as we do every complaint, and we keep you informed while we deal with it.

You also have the right to complain to the Information Commissioner's Office under section 165 of the Data Protection Act 2018, at https://ico.org.uk/make-a-complaint/.

13Cookies and storage

Our cookies page lists everything this website stores on your device, who sets it and why.

14Changes to this notice

We update this notice when our use of your information changes, and every version stays on this page with the date it took effect. Where a change affects you significantly, we tell you.

Back to the clauses of this document

15Every version of this document

A published version is never edited. A correction is a new version with a new effective date, and your booking keeps the version you agreed to.

Book a car

A fixed price for five classes of car, with every charge for the route already inside it.

Pickup time
Day, then month, then year. London time, in 15-minute steps.
Getting your last booking back.

Five classes of car, each with one fixed price that already includes the charges for the route. You choose a car before you pay.

What people ask

What do you keep about my booking?

What condition 24 of our operator licence requires us to record before the car is sent: who booked, who travelled, the addresses, the time, the fare quoted, who drove, the car, and how the booking reached us. We add the fare charged and the full history with timestamps. Condition 28 requires at least twelve months; we keep it for two years after the date of travel.

Who sees my address and telephone number?

The chauffeur assigned to your booking, and the staff who take and dispatch bookings. Not our other customers, and not an advertising network. Telephone numbers and email addresses are masked in our own logs.

Can I get a copy of my data, or have it deleted?

Yes. Ask from your account or email the address at the foot of this page. Records we are required to keep for licensing or tax reasons are held until that period ends, and we will tell you which ones those are.

Will you send me marketing?

We do not send marketing at present, and if we ever do we will ask for your consent first. Booking messages, such as your confirmation, who is driving and your receipt, are part of the service and are not marketing.

Do you store my card?

Not on our systems. Cards are held by our payment provider, and we keep only the last four digits and the card type so you can recognise which card paid for what.