Privacy Policy

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose including for monitoring use of our Site and App, and for development purposes. Aggregated Data could be derived from your personal data but is not considered personal data in law as this will not directly or indirectly reveal your identity.

For example, we may aggregate your Usage Data with that of other users to monitor use of a specific feature of our Site or the App. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, the combined data will be treated as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you. In this case, we may have to cancel a service you have requested but we will notify you if this is the case at the time.

5. How is your personal data collected?

We use different methods to collect data from and about you. These include:

• Direct interactions. You will be required to give us your Identity, Contact and Financial Data by filling in forms to register for an account with us, subscribe for our App or marketing communications, when you make a booking, give us feedback or by corresponding with us by phone, email or otherwise and by completing the relevant fields you consent to giving us this information.
• Automated technologies or interactions. As you interact with or visit our Site and our App, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies.
• Location Data (App users only). We use GPS technology to determine your location. Some of our location-enabled services available via our App require your personal data for the features to work and you will be asked to consent to your data being used for this purpose. You can withdraw your consent at any time by disabling Location Data in your device settings.
• Cookies. We use cookies to collect certain data about you and as part of our Aggregated Data to recognise and count the number of visitors to our Site and App, and see how they move around when using it. Cookies allow us to distinguish you from other users of our Site and the App and help us improve your user experience. We use the following cookies:

1. Strictly necessary cookies – these are required for the operation of our site and App and include cookies which enable you to log in to secure areas, place a booking and make use of e-payment services, collecting Identity, Contact, Financial, Profile and Technical Data.
2. Analytical or performance cookies – these allow us to recognise and count the number of visitors to our Site and App and see how they move around our Site and the App. These collect Usage and Technical Data and help us to improve the way our Site and the App work and to help us to ensure visitors find what they are looking for.
3. Functionality cookies – these are used to recognise you when you return to our Site/the App, enabling us to personalise our content for you, greet you by name and remember your preferences (e.g. choice of language or location) by collecting Identity, Contact, Profile, Technical and Marketing and Communications Data.
4. Targeting cookies – these record your visit, the pages you have visited and the links you have followed by collecting Usage and Technical Data. We use this information to make our Site and App, and advertising displayed on them, more relevant to you. We may also share this information with third parties for this purpose.

• Third parties and publicly available sources. We will receive personal data about you from various third parties and public sources as follows:

1. Technical Data from analytics providers, including Google Analytics whom we employ in connection with our Site, advertising networks and search information providers. We do this to find out things such as the number of visitors to the various parts of the Site and this information is processed in a way which does not identify anyone;
2. Contact, Financial and Transaction Data from providers of technical, payment and delivery services; and
3. Identity and Contact Data from data brokers or aggregators and from publicly available sources such as Companies House (for businesses) and the Electoral Register within the UK.

• Unique Application Numbers (App users only). When you install or uninstall a service containing a unique application number or when such a service searches for automatic updates, that number and information about your installation, for example, your operating system, may be sent to us.

Please note that third parties may also use cookies over which we have no control. These parties may include, for example, advertising networks and providers of external services like web traffic analysis services and are likely to be analytical, performance or targeting cookies.

To deactivate the use of third party advertising cookies, you may visit the consumer page to manage the use of these types of cookies.

6. How we use your personal data

We will only use your personal data when the law allows us to. We gather the data noted above to allow us to:

• process the registration of your account as a customer of our business;
• process any bookings you make including managing payments;
• manage our relationship with you including notifying you of any changes to our terms or this policy;
• ask you take a survey or leave feedback on your journey;
• administer and protect our business, our Site and our App (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data);
• deliver relevant content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you; and
• use data analytics to improve our Site, App, products/services, marketing, customer relationships and experiences as noted above.

We will also use your personal data where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests, or where we need to comply with a legal obligation which we are subject to.

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message (see Marketing & Promotional Offers below).

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you of this and explain the legal basis on which we may do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

7. Marketing & Promotional Offers

We strive to provide you with choices regarding the use of your personal data, particularly around marketing and advertising.

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may need or want, or what may be of interest to you and to target our marketing communications to you. We may provide you with information about special features of our Site or App or any other services or products we think may be interest to you.

If you have requested information from us, made a booking through our Site or App and have not opted out of receiving that marketing, you will receive marketing communications from us.

You have the right to withdraw consent to marketing at any time by contacting us at info@hellocabs.co.uk. Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of registering for an account with us, making a booking or any other transaction.

We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

8. Disclosure of your personal data

We may share your personal data with third parties as set out in this policy including external third parties such as service providers (acting as processors) who provide IT and systems administration services, professional advisors, HMRC, regulators and other authorities as applicable.

In addition, we may share your personal data with third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If this happens, then the new owners may use your personal data in the same way as set out in this privacy policy.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

9. International Transfers

Owing to the global nature of the internet and use of external third parties such as Google Analytics, your data will be transferred outside the European Economic Area (EEA). Whenever we transfer your personal data to countries outside the EEA, we ensure so far as possible that a similar degree of protection is in place to protect your data and its use as set out in this policy. By submitting your information to us via our site, you consent to these transfers.

If you would like more information on the specific provisions we have put in place, please contact us directly.

10. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

All information provided to us is stored on our secure servers. Any payment transactions carried out by us or our chosen third party provider of payment processing services will be encrypted. Where we have given you (or you have chosen) a password that enables you to access certain parts of our Site/App, you are responsible for keeping this password confidential.

We will collect and store personal data on your device using application data caches and browser web storage.

11. Data retention

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

In some circumstances you can ask us to delete your data (see Your legal rights below).

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

In the event that you do not use our Site or the App for a period of 6 years then we will treat your account as expired and your personal data may be deleted.

12. Your legal rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the following link to find out more about these rights: https://ico.org.uk/for-the-public/

You have the right to:

• Request access to your data by receiving a copy of the personal data we hold about you and to check we are processing it lawfully;
• Request correction of any inaccurate or incomplete data we hold about you, although we may need to ask you to verify the accuracy of the new data you provide to us;
• Request erasure of your data where there is no good reason for us continuing to process it. You can also ask us to delete or remove your data where you have successfully exercised your right to object to processing, where we have processed your data unlawfully or where we need to do so to comply with local laws. Please note that we may not always be able to comply with your erasure request if there are specific legal reasons preventing us from doing so at the time of your request;
• Object to our processing of your data where we rely on a legitimate interest (or those of a third party) and there are specific circumstances which make you want to object to our processing because it impacts on your fundamental rights and freedoms or where we are processing data for direct marketing purposes. In some cases, we may show that we have compelling legitimate reasons to process your information which override your rights to object;
• Ask us to stop processing your data if you want us to establish its accuracy, our processing is unlawful but you do not want us to erase your data, where you need us to retain the data even if we no longer require it as you need to establish, exercise or defend a legal claim or you have object to our use of your data but we need to verify whether we have overriding grounds to continue to use it;
• Request the transfer of your data to you or a third party, in which case we will provide your data to you or the relevant third party in a structured, machine readable format. This right only applies to automated information which we received from you with your consent to use it for the specified purpose of where we used the information to provide our services to you; and
• To withdraw consent at any time where we rely on your consent to process your data. This will not affect any lawful processing being carried out by us before you withdraw consent and may restrict the services we are able to provide to you.

If you wish to exercise any of the rights set out in the above link, please contact us.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.