Privacy and Cookie Policy

This policy explains how Petchey Car Hire Ltd (“Petchey Cars”, “we”, “us”) collects and uses personal data when you book a journey, use our app or website, or contact us. We are the controller of your personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who we are

For any question about your data, or to use your rights, email [email protected] or write to our office address above.

What we collect

• Booking details: your name, phone number, email address, pick-up and drop-off addresses, journey times, flight numbers and any notes you give us (for example about luggage or mobility needs).
• App and online booking: your account details and, while you use the app, your location to set your pick-up point.
• Payments: card payments are handled by our payment providers. We do not store full card numbers on our own systems. Card machines in our cars do not keep your card details once the payment is complete.
• Calls: calls to our booking line, and calls from drivers to passengers to find them at the pick-up address, are recorded for training, quality and safety.
• Website forms: the details you enter when you ask for a quote, apply for a business account, register as a driver or contact us.
• CCTV: we record CCTV at our premises for the safety of customers and staff and to prevent crime.
• Driver applicants: contact details and the information you give about your licence and vehicle.

Why we use it, and our lawful basis

• To take your booking, send a driver and complete your journey (contract).
• To text you when your driver is dispatched and has arrived, with the driver’s name and vehicle details, which also keeps you safe (contract and legitimate interests).
• To keep the booking records that Transport for London requires private hire operators to keep (legal obligation).
• To deal with receipts, lost property, feedback and complaints (legitimate interests).
• To run business accounts and send invoices (contract).
• To send you news and offers by email, only if you have agreed (consent). You can unsubscribe at any time by emailing [email protected].
• To keep our premises, staff and drivers safe and prevent crime (legitimate interests).

Who we share it with

We never sell your personal data. We share it only when we need to:

• Service providers who process data for us under contract: our booking and dispatch system provider (Autocab), payment providers, SMS and telephone providers, our IT and website hosting providers.
• Licensed operators who run a minibus or coach we arrange for you: we give them the details needed to carry out your journey.
• Transport for London, the police and other authorities when the law requires it or they make a lawful request.

How long we keep it

We keep booking and account records for at least 12 months, as Transport for London requires, and for no more than 6 years. Website form messages are kept for up to 2 years. Call recordings and CCTV are deleted on a rolling basis unless needed to deal with an incident or complaint.

Your rights

You have the right to ask for a copy of your data, to have it corrected or deleted, to restrict or object to how we use it, to have it transferred to you or another organisation, and to withdraw consent at any time. You can update your name, email, phone number and saved cards yourself in the app or online booking account. To use any of your rights, email [email protected]. We will reply within one month.

Keeping your data safe

We use appropriate physical, technical and organisational measures to protect your data, including access controls, encryption on our website and secure payment providers.

Complaints

If you are unhappy with how we have handled your data, please contact us first. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk or on 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it last changed.