Privacy Notice

1. How to contact us about your data

Write to us at 559 Chiswick High Road, London, W4 3AY, email bookings@chiswickexpresscars.com, or call 020 8987 9999. We have not appointed a statutory Data Protection Officer because we are not required to; the office owner is responsible for data protection.

2. What we collect

Passengers and bookers: your name, telephone number, email address (if given), pickup and destination addresses, journey date and time, passenger numbers, notes you give us (for example a landing time or access needs), payment method, and the booking record and journey history. If you book on behalf of someone else, we hold the passenger's name and contact details too.

Business account customers: company details, the names and contact details of authorised bookers, billing address, invoices and payment records.

Drivers and vehicle owners: identity and contact details, private hire licence details and expiry dates, DBS check expiry, insurance, MOT and vehicle licence details, vehicle registration, job and earnings records, and, while you are working, the live location of your vehicle.

Website visitors: the technical information your browser sends (such as IP address and browser type) in our hosting provider's server logs, and the essential cookies described in our Cookie Policy. We do not use analytics or advertising cookies.

We do not knowingly collect information from children except as passengers travelling with, or booked by, an adult. We do not operate CCTV in our vehicles or office.

3. Why we use it and our lawful basis

To take, confirm, dispatch and complete your booking, and to contact you about it: performance of a contract with you.

To keep booking records as required of a licensed private hire operator, including the record of each booking and the driver and vehicle used: compliance with a legal obligation (the Private Hire Vehicles (London) Act 1998 and TfL operator licence conditions).

To issue invoices and keep accounting records: legal obligation and legitimate interests (running our business).

To share the driver's name, vehicle and live location with the passenger during a journey, and the passenger's name, telephone number and addresses with the driver: performance of the contract and our legitimate interest in running a safe, reliable service.

To handle complaints, insurance claims and lost property, and to prevent fraud or abuse of the service: legitimate interests and, where relevant, legal obligation.

To check that drivers and vehicles hold valid licences, insurance and checks: legal obligation.

We do not send marketing messages unless you have asked for them, and you can opt out at any time by contacting us.

4. Who we share it with

The driver assigned to your journey (your name, telephone number, pickup and destination, and notes relevant to the journey).

Service providers who process data for us under contract: our hosting and database providers, and, when enabled, our messaging and email providers. They may only use the data to provide their service to us.

Transport for London, the police or other authorities where the law requires it or where it is necessary to investigate an incident, complaint or offence.

Our insurers, accountants and professional advisers where necessary.

We do not sell personal information and we do not share it with advertisers.

5. International transfers

Our hosting providers may store data on servers outside the UK, including in the European Economic Area and the United States. Where that happens the transfer is covered by the UK adequacy regulations or by the International Data Transfer Agreement / Addendum approved by the Information Commissioner.

6. How long we keep it

Booking records (including the passenger name, contact number, addresses, driver and vehicle) are kept for at least 12 months after the journey, which is the period TfL requires of licensed operators, and then deleted or anonymised unless we need them for a complaint, claim or legal obligation.

Invoices and accounting records are kept for 6 years after the end of the financial year they relate to, as required by tax and company law.

Driver and vehicle licensing records are kept for the period the driver or vehicle works with us plus 12 months, or longer where TfL or insurers require.

Complaint and incident records are kept for 6 years, in case of a legal claim.

Server logs are kept by our hosting provider for a short rolling period.

7. Your rights

You have the right to ask for a copy of the personal information we hold about you, to have inaccurate information corrected, to have information deleted where we no longer need it, to object to or restrict certain uses, to receive your information in a portable format, and to withdraw any consent you have given. Some rights are limited where we must keep records by law (for example booking records in the 12-month TfL period).

To exercise a right, contact us at bookings@chiswickexpresscars.com or write to 559 Chiswick High Road, London, W4 3AY. We will respond within one month. We may ask you to confirm your identity first.

8. Security

Personal information is stored in access-controlled systems. Office staff and drivers can only see the information they need for their role. The website is served over HTTPS. No system is completely secure, but we take reasonable technical and organisational measures to protect your information and we will tell you and the Information Commissioner where the law requires it if a breach affects you.

9. Automated decisions

We do not make decisions about you using automated processing that has a legal or similarly significant effect. Fare quotes are calculated automatically from the route and vehicle, and jobs may be offered automatically to the nearest available driver; a member of staff can always intervene.

10. Complaints about data

If you are unhappy with how we handle your information, please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO): ico.org.uk, telephone 0303 123 1113, or Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

11. Changes to this notice

We may update this notice. The date at the top shows when it was last changed. Significant changes will be highlighted on this page.