We are LUXE Carz Limited, registered in England and Wales under company number 15512762, with our registered office at Unit 1, Halesfield 16, Office 4, Halesfield, Telford, TF7 4QS, United Kingdom. LUXE Carz Limited is the controller of your personal information and is responsible for your personal information. All references in this policy to "LUXE Carz", "our", "us", or "we" refer to LUXE Carz Limited, who are committed to protecting the privacy and security of your personal information.
This privacy notice explains how we process your personal information as a passenger using our booking services. It is important that you read this privacy notice to understand how and why we use your personal information.
WHAT THIS POLICY CONTAINS
YOUR RIGHT TO OBJECT
INFORMATION ABOUT OTHER INDIVIDUALS
WHAT PERSONAL INFORMATION DO WE COLLECT ABOUT YOU?
WHEN DO WE COLLECT YOUR PERSONAL INFORMATION?
WHY DO WE COLLECT YOUR PERSONAL INFORMATION?
DISCLOSURE OF YOUR INFORMATION
PAYMENTS
COMMUNICATING ABOUT OUR SERVICES
COOKIES AND RELATED SOFTWARE
TRANSFERRING PERSONAL DATA OUTSIDE OF THE UK
HOW DO WE KEEP YOUR PERSONAL INFORMATION SECURE?
HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION FOR?
UPDATING YOUR PERSONAL INFORMATION
OUR OBLIGATIONS
YOUR RIGHTS IN RELATION TO YOUR PERSONAL INFORMATION
CONTACT
CHANGES TO OUR PRIVACY POLICY
YOUR RIGHT TO OBJECT
You have several rights regarding our use of your personal information as set out in Section 15. Two key rights to be aware of are:
You may ask us to stop using your personal information for direct-marketing purposes. If you exercise this right, we will stop using your personal information for this purpose.
You may ask us to consider any valid objections you have to our use of your personal information where we process your personal information based on our, or another person’s, legitimate interest.
INFORMATION ABOUT OTHER INDIVIDUALS
If you provide information on behalf of a third party, and we are satisfied that you have the authority to do so, you confirm that the third party has appointed you to act on their behalf and has agreed that you can: give consent on their behalf to the processing of their personal information; make them aware of this data protection notice; and give consent to the transfer of their personal information abroad (if applicable).
WHAT PERSONAL INFORMATION DO WE COLLECT ABOUT YOU?
We process the following categories of personal information about you:
Personal information, including your name, current residential address, pickup address, destination address, email address, or your phone number.
Any payment-related information that you provide, including bank account details, credit card details, banking address, and account name.
Information that you provide to us regarding your health so that we can provide you with a suitable vehicle.
Your GPS location.
Details of any enquiries made by you through the website or by phone.
We will monitor and record communications with you (such as telephone conversations and emails) for the purposes of service provision, quality assurance, complaint investigation, training, fraud prevention, and compliance purposes. Any information that we receive through such monitoring and communication will be added to the information we already hold about you and will also be used for the purposes listed above.
Please note that in compliance with data protection legislation, we may process your personal information without your knowledge or consent where this is required or permitted by law.
WHEN DO WE COLLECT YOUR PERSONAL INFORMATION?
We collect your personal information when you use our website, web booking portal, mobile device booking application, telephone us, sign up to our newsletters or alerts, or create an account with us when using our services or those of our Driver Partners.
WHY DO WE COLLECT YOUR PERSONAL INFORMATION?
Under data protection legislation, we may only process your personal information if we have a legal basis (i.e., a legally permitted reason) for doing so. For the purposes of this Policy, our legal basis for processing your information is set out below:
a) Contractual Necessity
The processing of the information listed below is necessary for the performance of the contract between us, enabling us to:
Provide or procure the provision of services to you and the administration related to those services such as arranging billing, taking payments, chasing payments, issuing email receipts, sending you alert notifications about the service you have ordered and received via SMS, push notification, or telephone.
Investigate and address any comments, queries, or complaints made by you regarding the website and/or our services, acting as intermediary between you and our Driver Partners and any similar or related comments, queries.
Ensure that content from the website is presented in the most effective manner for you and for your device.
Monitor the frequency and length of time you use our services and those of our Driver Partners to ensure the smooth running of the services we provide to you, in accordance with 'Your Rights' as set out in this Policy.
Allow you to participate in interactive features of the website and electronic booking applications, including inputting information and providing feedback.
b) Consent
You have provided your consent to the processing, enabling us to:
Process your personal information for marketing purposes where we are required to obtain your consent by law (which you may withdraw at any time after giving it, as described in the 'Communicating About Our Services' section below).
Process your sensitive personal information where we need to procure the provision by a Driver Partner of a vehicle suitable for your needs (where you have specifically asked us for this) and you have provided details about your health which are necessary for us to ensure a suitable vehicle.
c) Legitimate Interests
The processing is necessary for LUXE Carz’s legitimate interests so that we can:
Contact you for marketing purposes (and you are given the option to opt-out at any time) pursuant to our legitimate interest to promote and develop our business. Please see the 'Communicating About Our Services' section below for further information.
Research into usage and behaviour pursuant to our legitimate interest in improving and changing our services, including personalization to your needs, such as listing previously used addresses/destinations, operating, administering, maintaining, providing, analysing, and improving the website and the services available to you through the website or by phone.
Notify you about changes to the website pursuant to our legitimate interest in communicating changes which may impact our users' use of our services.
Support the UK government with rapid contact-tracing to identify passengers and driver partners involved in a public health concern associated with a pandemic.
d) Vital Interests
The processing is necessary to protect vital interests, for example:
In the rare instance where we process personal information to save someone’s life.
e) Legal Obligation
The processing is necessary to comply with a legal obligation LUXE Carz is under, for example:
Any request or order from law enforcement agencies and/or HMRC in connection with any investigation to help prevent unlawful activity.
DISCLOSURE OF YOUR INFORMATION
We will disclose your personal information to:
Other companies who may form part of our group of companies in future
Our third-party contractors, advisors, and service providers, and Envoy Despatch providers (and any business partners, service providers, or third-party contractors of any other companies to enable them to undertake services for us and/or on our behalf.
Our third-party payment providers (please see the 'Payment' section in our Passenger Terms and Conditions shown on our website(s) for more information).
Any prospective buyer or seller (and their representatives) in the event that we sell or buy any business or assets.
HMRC, other government departments, and regulators, in order to comply with any legal obligation.
Other lawyers, insurers, or other advisers in respect of any claims brought by passengers/driver partners/general public. This includes sharing information in connection with legal or insurance claims to protect the rights and safety of others.
(In the case of aggregated/anonymous information i.e., information from which you cannot be personally identified, or insights based on such anonymous information), selected third parties, including (without limitation) analytics and search engine providers to assist us in the improvement and optimization of the website. In such circumstances, we do not disclose any information which can identify you personally.
(If our whole business is sold or integrated with another business) our advisers and any prospective purchasers and their advisers and will be passed on to the new owners of the business.
The NHS Test and Trace contact-tracing service.
COMMUNICATING ABOUT OUR SERVICES
Communicating with passengers is essential for providing a reliable and trustworthy licensed taxi/private hire service. We will contact you by telephone, text, via the app, or by email for non-marketing, service-related communications to:
Update you on the progress of your booking.
Remind you of any public health guidance applicable to your journey.
Ask for feedback on your journey.
We send out marketing communications based on our legitimate interests of running a licensed taxi/private hire booking service and keeping people informed about the services we and our Driver Partners and other service providers offer where:
We send you information via post.
If you are dealing with us on behalf of a business and we contact, you via your corporate email address.
We will only contact consumer customers, sole traders, and non-limited liability partnerships by personal email for marketing purposes if:
You have given your consent.
You have previously bought goods and services from us, and we are contacting you to let you know about similar goods and services that we offer.
You have the right at any time to ask us, or any third party, to stop processing your information for direct marketing purposes, please see 'Your Rights in Relation to Your Personal Information' below.
COOKIES AND RELATED SOFTWARE
Please see our separate Cookies Policy on any of our websites for further information about how we use cookies.
TRANSFERRING PERSONAL DATA OUTSIDE OF THE UK
We may transfer your Personal Data to countries outside of the UK and these countries may have data protection rules that are different from the UK. To ensure that any of your personal information that is transferred outside of the UK receives an adequate level of protection, appropriate measures are in place to ensure that your personal information is treated by those third parties in a way that is consistent with and which respects UK law on data protection.
HOW DO WE KEEP YOUR PERSONAL INFORMATION SECURE?
We have put in place measures to protect the security of your personal information both in accordance with the requirements of the UK GDPR, the DPA 2018, and the ISO 27001 Information Security Standard. Third parties will only process your personal information on our instructions and where they have agreed to treat the information confidentially and to keep it secure.
We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used, or accessed in an unauthorized way, altered, or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors, and other third parties who have a business need to know. They will only process your personal information on our instructions, and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
HOW LONG DO WE KEEP YOUR PERSONAL INFORMATION FOR?
We will only retain your personal information for as long as we need to. This includes satisfying any regulatory, legal, accounting, or reporting requirements.
We hold your personal information for up to a maximum of 7 years from when it was last used to comply with legislation and local authority rules that we are subject to.
Where we are processing on the basis of consent only, we hold the information until consent is withdrawn. If required, we will be entitled to hold personal information for longer periods to comply with our legal or regulatory obligations.
UPDATING YOUR PERSONAL INFORMATION
It is important that the personal information we hold about you is accurate and current. Please keep us informed if the personal information you have given to us either when you downloaded our App or when you opened an account, changes during your relationship with us.
OUR OBLIGATIONS
Under data protection legislation, we are a Data Controller and therefore we are responsible for, and control the processing of, your personal information. Such information must be protected in accordance with data protection legislation.
In accordance with data protection legislation, your personal information will be:
Used lawfully, fairly, and in a transparent way.
Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.
Relevant to the purposes we have told you about and limited only to those purposes.
Accurate and kept up to date.
Kept only as long as necessary for the purposes we have told you about.
Kept securely.
YOUR RIGHTS IN RELATION TO YOUR PERSONAL INFORMATION
If you are an individual, you have the right to:
Ask us to provide you with copies of personal information we hold about you.
Ask us to provide your personal information to a third-party provider of services. This right only applies where we use your personal information on the basis of your consent or performance of a contract and where our use of your information is carried out by automated means.
Ask that we correct any personal information if it is found to be inaccurate or out of date.
Ask that your personal information is erased where it is no longer necessary for us to keep it.
Request a restriction to be placed on further processing of your personal information where there is a dispute in relation to the accuracy or processing of your personal information.
Object on legitimate grounds to the processing of your personal information, where applicable i.e., where processing is based on legitimate interests (or the performance of a task in the public interest/exercise of official authority) and processing for the purposes of scientific/historical research and statistics.
Ask us to stop using your personal information for direct marketing purposes. If you exercise this right, we will stop using your personal information for this purpose. If you wish to exercise this right, you should complete our Withdrawal Consent Form available on our website (www.luxecarz.co.uk) or contact the relevant third party using their given contact details, giving us or them enough information to identify you and deal with your request. Alternatively, you can follow the unsubscribe instructions in emails you receive from us or them.
There are some exemptions that may apply, for example, information collected and processed for the prevention, investigation, detection, or prosecution of criminal offenses. If you want to exercise any of your data subject access rights, please contact: LUXE Carz Compliance at compliance@luxecarz.co.uk.
CONTACT
If you have any difficulty in reading or understanding this Policy, or if you would like this Policy in another format (for example, audio, large print, or braille), please contact us.
LUXE Carz Compliance will oversee compliance with this privacy notice. If you have any questions about this privacy notice or how we handle your personal information, please email compliance@luxecarz.co.uk.
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues.
CHANGES TO OUR PRIVACY POLICY
We may update our privacy policy from time to time. Any changes we make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by post or email. Please check back frequently to see any updates or changes to our privacy policy.
LAST UPDATED
17 September 2024
