Privacy Policy

1. What we collect

Contact details — your name, phone number and email address.

Journey details — pickup and drop-off addresses, any stops, the date and time, your booking history, and any notes you add such as a flight number or an accessibility requirement.

Payment information — the amount, the method, and a reference. Card numbers are held by our payment provider, not by us. We see only the card brand and the last four digits.

Location — while a journey is running, the vehicle's position, so we can dispatch it and so you can track it. If you choose "use my location" when booking, your device's position at that moment.

Communications — messages between you and the driver or the office, and, where we record calls, the recording. If we record calls you will be told at the start of the call.

Technical information — the device and app version you use, and error diagnostics, so we can fix problems.

2. Why we use it, and our lawful basis

To arrange and carry out your journey, take payment, send receipts, and deal with your questions — this is performance of our contract with you.

To keep passengers and drivers safe, to investigate complaints and incidents, and to prevent fraud and abuse — our legitimate interests in running a safe service.

To meet our licensing conditions and our tax obligations, and to answer a lawful request from the police or the licensing authority — legal obligation.

To send you marketing, if you have asked for it — consent, which you can withdraw at any time.

We do not sell your data. We do not use it for advertising profiling. We do not share it with other taxi firms.

3. Who we share it with

The driver carrying you — your name, pickup and destination, and your phone number so they can reach you if they cannot find you.

Cabica Ltd, who supply our booking and dispatch software and host it for us. They act only on our instructions and cannot use your data for their own purposes. Their subprocessors are listed in their Data Processing Addendum at cabica.co.uk/data-processing.

Stripe, who process card payments. Your card details go directly to them.

Google, for address lookup and route planning. Addresses and coordinates are sent; your name is not.

Our SMS and telephony providers, to send you booking texts and one-time codes.

Our licensing authority, the police, or a court, where we are lawfully required to disclose. Where we are allowed to tell you, we will.

4. How long we keep it

Booking and financial records: six years from the end of the relevant tax year, because HMRC requires it.

Records that our licensing conditions require us to keep — who was carried, by which driver, when — for the period our licence specifies, usually at least twelve months.

Call recordings, where we make them: normally 90 days, unless one is needed for a complaint or an investigation.

Live location traces: only while the journey is running and for a short period afterwards.

Marketing consent: until you withdraw it.

After those periods we delete the data or strip out everything that identifies you, leaving only anonymous figures that cannot be traced back to a person.

5. Your rights

You can ask us for a copy of everything we hold about you, to correct anything wrong, to delete it, to restrict what we do with it, to receive it in a portable format, and to object to processing based on our legitimate interests. You can withdraw consent to marketing at any time, with no reason needed.

The quickest route is the app: "Download my data" gives you everything we hold as a file, and "Delete my account" removes your details immediately.

You can also ask us using the contact details at the bottom of this page. We will respond within one month and we do not charge.

One limit worth stating plainly: we cannot delete the financial and licensing record of journeys you have already taken, because the law requires us to keep them. What we do instead is strip your name, number, email and addresses out of those records, so what remains is a fare and a date that no longer points to you.

6. Security

Data is encrypted in transit and at rest. Access is limited to staff who need it for their job, and every administrative action is logged.

If there is ever a breach that puts your rights at risk, we will tell the Information Commissioner's Office within 72 hours and we will tell you directly where the risk to you is high.

7. Complaints

If you are unhappy with how we have handled your data, please tell us first — we would rather fix it.

You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. You do not have to come to us first.