Privacy Policy

1. 1. Who We Are

   City Wheels Limited is the data controller for the personal information described in this policy. We provide pre-booked private hire and chauffeur services in the United Kingdom.

2. 2. Information We Collect

   Booking details (pickup and destination addresses, dates, times, passenger numbers and any special requirements), contact details (name, email address and phone number), account information if you create one, payment records, and correspondence you send us.

3. 3. Location Data

   While a journey is under way, our drivers' devices report their location so our control desk can monitor progress and give you accurate arrival information. We do not track passengers' devices, and driver location is not retained beyond what is needed for the booking record and safety investigations.

4. 4. How We Use Your Information

   To quote, confirm, dispatch and complete your journeys; to take payment and issue receipts and invoices; to provide customer support and investigate complaints; to meet our licensing, insurance and legal obligations; and, where you have asked for it, to send service updates.

5. 5. Lawful Basis for Processing

   We process most booking data because it is necessary to perform our contract with you. Some processing is carried out to meet legal obligations (licensing and tax records) or for our legitimate interests in operating and securing the service. Marketing is sent only with your consent, which you can withdraw at any time.

6. 6. Sharing Your Information

   We share the minimum necessary with the driver allocated to your journey, our payment processor, and — where a booking is made on a corporate account — the account holder. We do not sell personal data. We may disclose information to licensing authorities, insurers or the police where we are legally required to.

7. 7. How Long We Keep It

   Booking and payment records are retained for as long as required by tax, licensing and insurance rules, typically six years. Account information is kept while your account is open and for a reasonable period afterwards. Enquiries and complaints are kept until they are resolved and for a period thereafter.

8. 8. Your Rights

   Under UK GDPR you may request access to your data, correction of inaccurate data, deletion where it is no longer needed, restriction of or objection to certain processing, and portability of data you provided. To exercise any of these, contact us using the details at the end of this policy.

9. 9. Cookies

   We use the cookies and local storage needed for the site to work — remembering your session and your cookie choice. With your permission only, we also use Google Analytics to understand how the site is used: which pages are visited, the type of device, and whether a booking request or payment was completed. Analytics is switched off unless you choose "Analytics only" or "Accept all" in the cookie banner, and nothing is loaded from Google until you do. We do not send your name, email address, phone number or journey addresses to Google Analytics. You can change your mind at any time using "Cookie settings" at the bottom of every page. Also with your permission only, if you choose "Accept all" we use the Meta Pixel (Facebook and Instagram) to measure how well our adverts work and to show them to people who may need a taxi. This lets Meta receive information such as the pages you view, your device and IP address, and whether you tapped call or WhatsApp or sent a booking request, and Meta may set cookies. Nothing is loaded from Meta until you accept all, and we do not send your name, email address, phone number or journey addresses to Meta. Meta's own privacy policy explains how it uses data. You can withdraw consent at any time using "Cookie settings" at the bottom of every page.

10. 10. Security

    Access to booking and customer data is restricted by role, authenticated, and enforced at the database level rather than only in the application. Data is transmitted over encrypted connections.

11. 11. Changes to This Policy

    We may update this policy from time to time. The date at the top of this page shows when it was last revised, and material changes will be highlighted on the website.

12. 12. Contacting Us

    For any privacy question, or to make a data protection request, email us using the address in the footer of this site. If you are unhappy with our response you have the right to complain to the Information Commissioner's Office (ico.org.uk).

Questions about this page? City Wheels Limited is happy to explain any of it — get in touch with our team.