Privacy Policy

1. Who we are and how to contact us

1.1 Chauffeurz Premium Services Ltd, trading as Chauffeurz, is the data controller for the personal information described in this policy. We are registered in England and Wales under company number 15328967, with a registered office at 450 Bath Road, West Drayton, England, UB7 0EB.

1.2 We are a private hire vehicle operator licensed by Transport for London under operator licence number 010942.

1.3 We are registered with the Information Commissioner's Office as a data controller, under registration number ICO 09910305261.

1.4 We are not required to appoint a Data Protection Officer. Questions about this policy, and requests to exercise your rights, should be sent to contact@chauffeurz.london, or by post to the address above, marked for the attention of the Data Protection Contact.

2. What this policy covers

2.1 This policy applies to personal information we collect when you visit chauffeurz.london, when you request a quotation or make a booking by any channel, when you travel with us, and when you correspond with us.

2.2 It sits alongside our Terms and Conditions and our Cookies Policy. Where our Terms describe a commercial obligation, this policy describes how the information behind it is handled.

2.3 This policy does not apply to third party websites reachable from ours. See section 17.

3. The personal information we collect

3.1 Information you give us

• Your name, telephone number and email address, which are required in order to quote or to book.
• Pick up and drop off addresses, journey dates and times, and any special instructions.
• Flight, train or vessel arrival references, so that we can monitor your arrival.
• Passenger numbers, luggage details, and requirements such as a child seat or a wheelchair accessible vehicle.
• Account details if you create an account on our website, and company details if you apply for a business account.
• The content of your emails, WhatsApp messages, calls, reviews and complaints.

3.2 Information we generate

• Booking references, journey history, waiting time records and invoices.
• Records of correspondence and of any complaint or incident.

3.3 Information collected automatically

• Your IP address, approximate location derived from it, device type, browser and operating system.
• How you reached our site, which pages you viewed, and how long you stayed.
• Cookie data, as described in our Cookies Policy.

3.4 Information we do not hold

We do not store your card number, expiry date or security code. Card details are entered directly with our payment processor. We do not collect special category data, such as health or religious information, unless you volunteer it in order to make a journey work, for example a mobility requirement, in which case we use it only for that purpose.

4. Where the information comes from

4.1 Most of it comes from you directly, through our website, our booking system, the telephone, email or WhatsApp.

4.2 Some comes from a third party who books on your behalf, such as a travel agent, a hotel concierge, a corporate account holder or a colleague. Where somebody books for you, they are responsible for telling you that your details have been passed to us, and this policy then explains what we do with them.

4.3 Flight status information is obtained from public flight tracking data, using the flight number supplied at the time of booking.

5. Why we use your information, and our lawful basis

5.1 UK data protection law requires us to have a lawful basis for every use of personal data. Ours are set out below.

5.2 Where we rely on legitimate interests, we have considered whether our interest is overridden by your rights, and we have concluded that it is not. You may ask us for the reasoning, and you may object, as described in section 13.

6. Dash cameras and in vehicle recording

6.1 Some vehicles in our network are fitted with dash cameras approved by Transport for London. They are used to protect passengers and chauffeurs, to establish what happened in the event of a collision or an incident, and to support insurance claims.

6.2 Microphones are disabled. The cameras record picture only, and do not record conversations inside the vehicle.

6.3 Footage is stored on the device and is overwritten automatically on a rolling cycle, ordinarily within thirty one days. Footage is retained beyond that point only where it relates to a reported incident, an insurance claim, a complaint or a legal or regulatory request, and it is then kept until that matter is closed.

6.4 Access is restricted to the people who need it for those purposes. Footage is not used for marketing, for monitoring chauffeur performance generally, or for any purpose unconnected with safety and claims.

6.5 If you would prefer not to be recorded, tell us before your journey and we will do our best to assign a vehicle without a camera, although we cannot guarantee availability. You may also request a copy of footage in which you appear, under section 13.

7. Cookies and website analytics

7.1 Our website uses cookies and similar technologies. Essential cookies keep the site and the booking form working. Analytics and marketing cookies are set only where you have given consent through our cookie banner.

7.2 You can change or withdraw your cookie choices at any time through the banner or your browser settings. Full detail is in our Cookies Policy.

7.3 Our booking system is provided by a third party platform, and pages containing the booking form may set cookies belonging to that provider in order to function.

8. Who we share your information with

8.1 We do not sell personal data, and we do not disclose it to third parties for their own marketing purposes.

8.2 We share the minimum necessary with the following recipients.

• The chauffeur partner or sub contracted operator performing your journey, ordinarily your name, contact number, pick up and drop off details, flight reference and any special requirement. Each is contractually bound to use that information solely to perform the journey and to protect it to the same standard we apply.
• Our booking and dispatch platform provider, which processes booking data on our instructions.
• Payment processors certified to PCI DSS, which handle the transaction. They receive payment data directly from you.
• Our IT, hosting, email and communications providers, acting on our instructions as processors.
• Our insurers, accountants, auditors and professional advisers, where necessary.
• Transport for London, the police, HM Revenue and Customs, a court or another authority, where we are legally required to disclose, or where disclosure is necessary to establish, exercise or defend legal claims.
• A prospective buyer or seller, if the business or its assets are transferred, subject to the same protections continuing to apply.

8.3 Where a corporate account holder booked your journey, we may confirm journey details to that account holder for billing purposes.

9. Sending information outside the United Kingdom

9.1 Most of your information stays in the United Kingdom. Some of our suppliers, in particular technology providers, may process data elsewhere.

9.2 Where information leaves the United Kingdom, we transfer it only to a country covered by UK adequacy regulations, or under an International Data Transfer Agreement or the UK Addendum to the standard contractual clauses, together with any additional safeguards the transfer requires.

9.3 You may ask us for details of the safeguards applying to a particular transfer.

10. How long we keep it

10.1 We keep personal information only for as long as we need it, according to the following criteria.

• Booking and journey records: for at least twelve months, as required under our private hire operator licence, and thereafter for as long as needed for accounting and claims purposes.
• Financial and transaction records: six years from the end of the accounting period, as required by tax law.
• Dash camera footage: ordinarily overwritten within thirty one days, as described in section 6.
• Complaints and incident files: for six years from resolution, which is the ordinary limitation period for a claim.
• Website accounts: for as long as the account is open, and for a short period afterwards, then deleted.
• Marketing contacts: until you unsubscribe or ask us to remove you, after which we keep a minimal suppression record so that we do not contact you again by mistake.
• Website and analytics data: for the periods set out in our Cookies Policy.

10.2 At the end of the applicable period, information is deleted or anonymised.

11. How we protect it

11.1 We use encrypted storage, secure servers and access controls, and we limit access to those who need it to do their job. Our processors are bound by contract to equivalent standards.

11.2 If you hold a website account, keep your password confidential and do not share it. Tell us at once if you think it has been compromised.

11.3 No transmission over the internet can be guaranteed completely secure. If a breach occurs that is likely to result in a risk to your rights, we will notify the Information Commissioner's Office, and you, as the law requires.

12. Marketing choices

12.1 We send marketing only where you have agreed, or where you are an existing customer and the message concerns a similar service.

12.2 Every marketing email contains an unsubscribe link. You can also write to contact@chauffeurz.london at any time and we will stop.

12.3 Withdrawing consent does not affect service messages about a booking you have already made, and it does not affect the lawfulness of anything we did before you withdrew it.

13. Your rights

13.1 Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• have inaccurate information corrected;
• ask us to delete information where we no longer have a good reason to keep it;
• ask us to restrict how we use it while a question about it is resolved;
• object to processing based on our legitimate interests, and to object to direct marketing at any time, with no reason required;
• receive certain information in a portable, machine readable format, or have it sent to another controller;
• withdraw consent at any time, where consent is the basis we rely on.

13.2 You are not subject to any decision producing legal or similarly significant effects that is based solely on automated processing. We do not carry out that kind of profiling.

13.3 To exercise any right, email contact@chauffeurz.london. We may ask you to confirm your identity. There is no charge, and we respond within one month. If a request is complex we may extend that period, and we will tell you if we do.

13.4 Some rights are qualified. Where we cannot act on a request, for example because we are legally required to keep a record, we will explain why.

14. Complaints

14.1 If you are unhappy with how we have handled your information, contact us first at contact@chauffeurz.london so that we can put it right.

14.2 You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority for data protection, at ico.org.uk, by telephone on 0303 123 1113, or by post to Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

15. Children

15.1 Our service is not directed at children, and we do not knowingly collect information from a child through our website.

15.2 Where a child travels with us, the details are supplied by the adult making the booking, and we use them only to carry that child safely, for example to assign the correct child seat.

16. Keeping your information accurate

16.1 Please tell us if your contact details change, so that our records stay accurate and so that we can reach you on the day of travel.

17. Third party websites

17.1 Our website links to sites we do not control, including our booking platform, review sites and social media. We are not responsible for their privacy practices. Read their own notices before providing information to them.

18. Changes to this policy

18.1 We may update this policy to reflect changes in our services, our suppliers or the law. The current version is always published at this address, with the effective date shown at the top.

18.2 Where a change materially affects how we use your information, we will draw it to your attention.