This Privacy Policy explains how Heydrivers collects, uses, stores, shares and protects personal information when you visit our website, contact us, request a quotation, make a booking or use our transportation services.

For the purposes of UK data-protection law, Heydrivers is the data controller responsible for the personal information described in this Privacy Policy.

1. Contact Details

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

Company: Heydrivers
Telephone: 07490300916
Email: info@heydrivers.co.uk
Website: heydrivers.co.uk

2. Who This Privacy Policy Applies To

This Privacy Policy applies to people who:

• Visit or use our website

• Request a quotation

• Make or manage a booking

• Travel as a passenger

• Make a booking on behalf of another passenger

• Contact us by telephone, email, website form or another communication method

• Communicate with our chauffeurs or customer-support team

• Make a payment

• Submit a complaint, review or feedback

• Receive marketing communications from us

• Act as a corporate customer, hotel, travel agent or booking partner

3. Personal Information We Collect

The personal information we collect depends on how you interact with Heydrivers.

Identity and Contact Information

We may collect:

• Your full name

• Telephone number

• Email address

• Home, business, collection or destination address

• Company name and job title, where relevant

• Emergency contact details, where reasonably necessary

Booking and Journey Information

We may collect:

• Collection and destination locations

• Collection date and time

• Journey route

• Flight, train or cruise information

• Passenger names

• Number of passengers

• Luggage information

• Vehicle requirements

• Additional stops

• Booking reference

• Booking history

• Chauffeur instructions

• Child-seat requirements

• Accessibility or assistance requirements

• Other information needed to arrange and provide the journey

Payment and Transaction Information

We may collect:

• The amount paid or refunded

• Payment status

• Transaction reference

• Billing details

• Payment method

• Invoice and receipt information

Payments may be processed by an external payment provider. Heydrivers may not receive or store your full payment-card number or card security code.

Communication Information

We may collect and retain:

• Emails

• Website-form submissions

• Telephone call details

• Text messages or other communications

• Booking notes

• Customer-service records

• Complaints

• Reviews and feedback

Telephone calls will only be recorded where it is lawful and where callers have been appropriately informed.

Technical and Website Information

When you visit our website, we may automatically collect:

• Internet Protocol address

• Browser type and version

• Device type

• Operating system

• Approximate location derived from your IP address

• Pages visited

• Time and date of visits

• Referral source

• Website interaction information

• Cookie identifiers

• Security, error and diagnostic information

Accessibility and Special-Requirement Information

You may choose to provide information about mobility, wheelchair use, assistance dogs, medical requirements or other accessibility needs so that we can arrange a suitable and safe journey.

Some of this information may be treated as special-category personal data.

Please only provide information that is reasonably necessary for us to provide the requested service.

4. Information About Other Passengers

You may provide personal information about another person when making a booking on their behalf.

By providing another passenger’s information, you confirm that:

• You have permission or authority to provide the information

• The information is accurate

• The passenger has been informed that their information will be shared with Heydrivers

• The passenger has been given access to this Privacy Policy where reasonably possible

We will use the passenger’s information only for purposes connected with the booking, passenger safety, legal compliance and customer service.

5. How We Collect Personal Information

We may collect personal information:

• Directly from you

• From someone making a booking on your behalf

• Through our website and booking forms

• During telephone, email or message communications

• From our chauffeurs and partner transport operators

• From payment providers

• From hotels, travel agents, corporate customers or booking partners

• From airports, airlines or publicly available travel-status services

• Through website analytics, security tools and cookies

• From social-media platforms when you contact us through them

6. How We Use Personal Information

We may use personal information to:

• Respond to enquiries

• Prepare and provide quotations

• Accept, confirm and manage bookings

• Identify passengers

• Arrange vehicles and chauffeurs

• Provide collection and transportation services

• Communicate booking details and journey instructions

• Monitor flight information where a flight number is provided

• Process payments, invoices and refunds

• Send booking confirmations, receipts and service messages

• Manage booking changes, delays, cancellations and no-shows

• Support passengers with accessibility or assistance requirements

• Handle lost property

• Provide customer support

• Investigate complaints, incidents or damage

• Maintain passenger, chauffeur and vehicle safety

• Prevent fraud, misuse and security threats

• Keep accounting, tax and operational records

• Comply with legal, regulatory, insurance and licensing obligations

• Establish, exercise or defend legal claims

• Maintain and improve our website and services

• Measure website performance and diagnose technical problems

• Send marketing communications where permitted

• Respond to requests from courts, regulators, law-enforcement agencies or other authorised bodies

We will not use personal information for a purpose that is incompatible with the purposes explained in this Privacy Policy unless permitted or required by law.

7. Our Lawful Bases for Processing

We rely on one or more lawful bases when processing personal information.

Contract

We process personal information where necessary to:

• Provide a quotation requested by you

• Take steps before accepting a booking

• Confirm and manage a booking

• Provide the agreed transportation service

• Process payments and refunds

• Handle booking changes and cancellations

If you do not provide the information required for a booking, we may be unable to provide a quotation or transportation service.

Legal Obligation

We may process personal information where necessary to comply with legal or regulatory obligations, including:

• Accounting and tax requirements

• Transport and licensing requirements

• Insurance requirements

• Health and safety obligations

• Court orders

• Regulatory requests

• Law-enforcement requests

Legitimate Interests

We may process information where necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

Our legitimate interests may include:

• Operating and improving our services

• Managing customer relationships

• Responding to enquiries

• Maintaining booking and service records

• Preventing fraud

• Protecting passengers, chauffeurs, vehicles and our website

• Investigating complaints and incidents

• Recovering unpaid charges

• Establishing or defending legal claims

• Understanding general website use

• Communicating with existing customers about relevant services where permitted

Consent

We may rely on your consent for:

• Non-essential cookies

• Certain website analytics or advertising tools

• Certain electronic marketing communications

• Optional processing of special-category information where explicit consent is appropriate

You may withdraw your consent at any time by contacting us.

Withdrawing consent will not affect processing that took place before your consent was withdrawn.

Vital Interests

In an emergency, we may process or share personal information where reasonably necessary to protect someone’s life or physical safety.

8. Special-Category Personal Information

We do not normally require detailed medical information.

Where you voluntarily provide health, mobility or accessibility information, we will only process it where necessary to provide a suitable and safe service.

We may rely on:

• Your explicit consent

• Protection of vital interests in an emergency

• Establishment, exercise or defence of legal claims

• Another condition permitted by law

Please do not provide medical information that is not necessary for your journey.

9. Who We Share Personal Information With

We may share relevant personal information with:

• Chauffeurs assigned to a booking

• Licensed partner transport operators

• Vehicle providers

• Payment processors and banks

• Booking-system providers

• Website-hosting and information-technology providers

• Email, telephone and communication providers

• Analytics, security and fraud-prevention providers

• Hotels, airports, travel agents or corporate booking partners involved in the journey

• Accountants, insurers, auditors, solicitors and professional advisers

• Government departments, licensing authorities, regulators, courts and law-enforcement agencies

• A purchaser, investor or professional adviser involved in a proposed sale, transfer or restructuring of the business

We only share information that is reasonably necessary for the relevant purpose.

Where another company processes personal information on our behalf, we expect that company to use appropriate security measures and handle the information only for the agreed purpose.

10. Partner Chauffeurs and Transport Operators

Heydrivers may use licensed and insured partner chauffeurs or transport operators to complete a booking.

We may share the following information with them:

• Passenger name

• Telephone number

• Collection and destination details

• Collection time

• Flight or travel information

• Passenger and luggage requirements

• Accessibility requirements

• Relevant booking instructions

Partner operators may act as our service providers or, in some circumstances, as separate data controllers responsible for their own legal obligations.

11. International Transfers

Some service providers used by Heydrivers may store or process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that an appropriate legal transfer mechanism and suitable safeguards are used where required.

These safeguards may include:

• A UK adequacy regulation

• An approved international data-transfer agreement

• An approved addendum to standard contractual clauses

• Another lawful safeguard or exception permitted by UK data-protection law

You may contact us for more information about the safeguards used for your personal information.

12. How Long We Keep Personal Information

We only keep personal information for as long as reasonably necessary for the purpose for which it was collected.

We may also retain information to comply with legal, accounting, tax, insurance, complaint and dispute requirements.

Our normal retention approach is:

• Enquiry records may be kept for up to 24 months after the last meaningful contact

• Booking, payment, invoice and transaction records may be kept for up to six years

• Customer-service, incident and complaint records may be kept for as long as reasonably necessary to resolve the matter

• Marketing information may be kept until you unsubscribe, withdraw consent or the information is no longer needed

• Accessibility or special-requirement information will be deleted or restricted when it is no longer needed

• Cookie and website-analytics information will be retained according to the duration of the relevant cookie or technology

We may retain limited information after you unsubscribe to ensure that we continue to respect your marketing preference.

When personal information is no longer required, we will delete, anonymise or securely restrict it.

13. How We Protect Personal Information

We use reasonable technical and organisational measures designed to protect personal information against:

• Unauthorised access

• Accidental loss

• Improper use

• Alteration

• Unauthorised disclosure

• Destruction

Our security measures may include:

• Access controls

• Password-protected systems

• Secure software and services

• Software updates

• Backups

• Confidentiality requirements

• Restrictions on who may access booking information

No website, email system or internet transmission can be guaranteed to be completely secure.

You should avoid sending unnecessary sensitive information through ordinary email or unsecured communication channels.

14. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

• Operate essential website functions

• Remember user choices

• Maintain website security

• Support booking and contact forms

• Understand website performance

• Measure visitor activity

• Improve website content and usability

• Support advertising or marketing where applicable

Strictly necessary cookies may be used where required to provide a service requested by you or maintain website security.

Non-essential cookies, including certain analytics or advertising cookies, should only be activated after you provide the required consent.

You can accept, reject or manage non-essential cookies through the website’s cookie controls where available.

You can also control cookies through your browser settings. Blocking certain cookies may affect website functionality.

15. Marketing Communications

We may send you marketing communications where:

• You have provided your consent

• Marketing is otherwise permitted by law

• You are an existing customer and the communication relates to similar services, where applicable

You can stop receiving marketing communications at any time by:

• Using the unsubscribe option in the communication

• Emailing info@heydrivers.co.uk

• Calling 07490300916

Service communications relating to an existing enquiry or booking are not marketing and may still be sent where necessary to provide the service.

We do not sell personal information to third parties for their own marketing purposes.

16. Your Data-Protection Rights

Depending on the circumstances, you may have the following rights:

Right of Access

You may request a copy of the personal information we hold about you.

Right to Rectification

You may ask us to correct inaccurate or incomplete personal information.

Right to Erasure

You may ask us to delete your personal information where there is no lawful reason for us to continue keeping it.

Right to Restriction

You may ask us to restrict how we use your personal information in certain circumstances.

Right to Object

You may object to processing based on legitimate interests.

You may object at any time to the use of your information for direct marketing.

Right to Data Portability

You may request certain personal information in a structured, commonly used and machine-readable format where the legal requirements apply.

Right to Withdraw Consent

You may withdraw your consent at any time where consent is our lawful basis for processing.

Right to Complain

You may raise a concern with Heydrivers or make a complaint to the Information Commissioner’s Office.

These rights are not absolute and may be limited by legal exemptions or competing obligations.

17. How to Exercise Your Rights

To make a data-protection request, contact us:

Email: info@heydrivers.co.uk
Telephone: 07490300916

Please explain which right you wish to exercise and provide enough information for us to identify the relevant records.

We may request reasonable proof of identity before releasing, deleting or changing personal information.

This is necessary to protect your information against unauthorised access.

We will respond within the period required by applicable law.

In some circumstances, the response period may be extended where a request is complex or multiple requests have been made.

We will not normally charge a fee.

A reasonable fee may be charged, or a request may be refused, where permitted by law because the request is manifestly unfounded or excessive.

18. Complaints to the Information Commissioner’s Office

Please contact Heydrivers first so that we have an opportunity to address your concern.

You also have the right to make a complaint to the Information Commissioner’s Office, which is the United Kingdom’s data-protection regulator.

ICO Helpline: 0303 123 1113

Further information and complaint options are available through the Information Commissioner’s Office website.

19. Children’s Information

Our website and services are not intended to be booked independently by children.

A parent, guardian or responsible adult should make bookings involving children.

Only information reasonably necessary for the journey should be provided.

We do not knowingly use children’s personal information for behavioural advertising or direct marketing.

20. Automated Decision-Making

Heydrivers does not normally make decisions about customers based solely on automated processing where those decisions produce legal or similarly significant effects.

If this changes, we will provide the information required by applicable law.

21. Links to Other Websites

Our website may contain links to external websites, booking services, payment providers or social-media platforms.

Heydrivers is not responsible for the privacy practices of external organisations.

You should review their privacy policies before providing personal information.

22. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to:

• Our services

• Website tools

• Service providers

• Business practices

• Legal or regulatory requirements

The updated version will be published on our website with a revised “Last updated” date.

Material changes may also be communicated through the website or another appropriate method.

23. Contact Heydrivers

Questions, requests or complaints about personal information may be sent to:

Heydrivers
Telephone: 07490300916
Email: info@heydrivers.co.uk
Website: heydrivers.co.uk