Charlie Cabs Limited – Privacy Policy

Last updated: 1 September 2026

Charlie Cabs Limited is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains what personal information we collect, why we collect it, how we use it, who we may share it with and the rights you have in relation to your information.

This policy applies to personal information collected through our website, telephone booking service, customer Booking Apps, Driver Apps and when you otherwise use or communicate with Charlie Cabs Limited.

1. Who we are

For the purposes of UK data protection law, Charlie Cabs Limited is responsible for the personal information covered by this Privacy Policy where we determine how and why that information is processed.

You can contact us regarding privacy or data protection matters at:

Charlie Cabs Limited
Suite 106, Viney Court
Viney Street
Taunton
TA1 3FB
United Kingdom

Telephone: 01823 353535
Email: admin@charliecabs.co.uk

2. Personal information we collect

Depending on how you use our services, we may collect information including:

Your name;
Email address;
Telephone or mobile number;
Postal or billing address;
Pickup and destination addresses;
Precise location information where our app has permission to access it;
Booking and journey details;
Dates and times of bookings and journeys;
Booking history;
Account information;
Communications between you and us;
Call recordings;
Complaints, feedback and customer service correspondence;
Payment and transaction information;
Information necessary to fulfil corporate, school, local authority or other account bookings;
Device, app and technical information necessary to operate our website or applications; and
Other information you provide to us in connection with a booking, account or enquiry.

We seek to collect only information relevant to providing our services or fulfilling another legitimate business or legal purpose.

3. Our Booking Apps

Our Booking Apps may collect personal information from you in order to fulfil your service requests.

This may include your:

Email address;
Personal name;
Postal address;
Contact telephone number;
Pickup location;
Destination;
Booking details; and
Journey information.

We use this information to create and manage your account, process bookings, dispatch vehicles, communicate with you and fulfil the transport services you request.

Buddy feature and access to contacts

Our Booking Apps may request permission to access your device's contacts if you choose to use the Buddy feature.

The Buddy feature allows you to select another person from your contacts so that messages or information relating to your journey can be sent to that person while you are using our service.

Personal information accessed through this feature is used only as necessary for the operation and fulfilment of the service you have requested.

You do not have to allow access to your contacts to use the normal taxi-booking functions of the app.

You can manage the app's access to your contacts through your device settings.

4. Location Data

Our Booking App and Driver App collect and process precise location data where required to provide their location-based functionality.

Customer Booking App

Our Booking App can use the precise location of your device to determine your current position and help you select an appropriate pickup address based on your location.

This allows the app to make booking a vehicle from your current location quicker and more accurate.

You should always check that the suggested pickup address is correct before confirming your booking.

You can control location permissions through your device settings. If location access is disabled, some location-based features may not operate correctly, although you may still be able to enter your pickup location manually where that functionality is available..

Driver App

Our Driver App collects precise location data to allow us to operate our booking and dispatch service effectively.

Driver location information may be used to:

Identify the location of available drivers and vehicles;
Determine which drivers are closest to a booking;
Select or dispatch an appropriate driver;
Track the progress of an accepted booking;
Track the journey through to completion;
Provide appropriate booking-progress information to passengers;
Assist our controllers and dispatch system in managing bookings; and
Support the operation and administration of our transport services.

Location information is processed where necessary for the operation of the Driver App and our booking, dispatch and transport services.

5. How we use your personal information

We may use your personal information to:

Accept, process and manage taxi and private-hire bookings;
Dispatch an appropriate driver or vehicle;
Allow drivers to locate passengers;
Provide the journey requested;
Provide booking confirmations and journey updates;
Contact you regarding a booking;
Manage customer and business accounts;
Process payments and maintain transaction records;
Respond to enquiries, complaints and lost-property enquiries;
Operate and improve our website and applications;
Maintain the security and integrity of our systems;
Detect and prevent fraud or misuse;
Manage relationships with customers, drivers and account holders;
Comply with legal, regulatory, licensing, tax and accounting requirements;
Establish, exercise or defend legal claims; and
Send marketing communications where permitted by law.

We will not use personal information for an incompatible purpose unless that further use is permitted or required by law.

The ICO's current guidance requires organisations to be clear about their purposes from the outset and to specify those purposes in their privacy information.

6. Our lawful bases for processing

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on the circumstances, Charlie Cabs Limited may rely upon:

Contract – where processing your information is necessary to provide a service you have requested or to take steps at your request before providing that service. This includes information necessary to arrange and fulfil your booking.

Legitimate interests – where processing is necessary for our legitimate business interests or those of another party and those interests are not overridden by your rights and interests. This may include operating and managing our business, improving our services, protecting our systems, preventing fraud and dealing with enquiries, complaints and disputes.

Legal obligation – where we need to process information to comply with a legal, regulatory, licensing, tax or other obligation.

Consent – where we specifically ask for your permission to process information for a particular purpose and consent is the appropriate lawful basis.

Where we rely upon consent, you can withdraw that consent at any time.

Legitimate interests is a recognised lawful basis but is not automatically appropriate for every processing activity, so each purpose needs the appropriate basis.

7. Sharing information with drivers

To fulfil your booking, we need to provide certain information to the driver carrying out the journey.

Depending upon the booking, this may include:

Passenger name;
Pickup address or location;
Destination;
Telephone/contact information;
Booking time;
Relevant booking instructions; and
Other information reasonably necessary to fulfil the journey.

Drivers should only use this information where necessary to fulfil the booking and for other lawful purposes connected with providing the service.

8. Other organisations we may share information with

Where necessary, personal information may be shared with organisations that help us provide and administer our services.

These may include:

Booking and dispatch software providers;
App and technology providers;
Payment processing providers;
IT, hosting and communications providers;
Drivers and transport providers fulfilling bookings;
Professional advisers including accountants, solicitors and insurers;
Corporate, school, local authority or other account customers where appropriate and lawful;
Licensing and regulatory authorities;
Police, courts and other public authorities where disclosure is required or permitted by law; and
Suppliers and contractors providing services on our behalf.

Where another organisation processes personal information on our behalf, we take appropriate steps to ensure the information is handled in accordance with applicable data protection requirements.

Charlie Cabs Limited does not sell customer personal information to third parties for their own marketing purposes.

The ICO specifically requires privacy information to identify recipients or categories of recipients, including organisations processing information on your behalf.

9. Payments

Where you pay for a journey electronically, information necessary to process the transaction may be provided to our payment service provider.

Payment providers may process payment card details, transaction information and fraud-prevention information in accordance with their own security and data-protection arrangements.

We do not use payment information for unrelated purposes except where necessary to administer transactions, prevent fraud, resolve disputes or comply with legal obligations.

10. Telephone calls

Telephone calls between customers and Charlie Cabs Limited may be recorded.

Recordings may be used for purposes including:

Staff training;
Quality monitoring;
Investigating complaints or disputes;
Confirming booking information;
Protecting customers, drivers and staff;
Preventing or investigating fraud or misuse; and
Establishing, exercising or defending legal claims.

11. Marketing communications

We may contact existing or prospective customers with information about Charlie Cabs Limited where permitted by applicable law.

Where consent is required, we will obtain it before sending the communication.

You can ask us to stop sending direct marketing communications at any time by using an unsubscribe option provided or contacting:

admin@charliecabs.co.uk

Opting out of marketing will not prevent us from contacting you with necessary information about an active booking, your account or another service you have requested.

12. Cookies and website information

Our website may use cookies and similar technologies to enable website functionality, remember preferences, understand how our website is used and improve our services.

Where required, we will ask for permission before placing non-essential cookies or similar technologies on your device.

Further information about cookies may be provided through our website's cookie notice or cookie-management facility.

13. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to satisfy applicable legal, regulatory, licensing, tax, accounting, insurance or reporting requirements.

Different categories of information may therefore be retained for different periods.

When deciding how long information should be retained, we consider:

Why it was collected;
Whether it remains necessary to provide our services;
Legal and regulatory requirements;
Tax and accounting requirements;
Licensing requirements;
Insurance requirements;
The possibility of complaints, disputes or legal claims; and
The nature and sensitivity of the information.

When personal information is no longer required, we will delete, anonymise or securely dispose of it as appropriate.

The ICO requires a privacy notice to give the retention period or, where there isn't a fixed period, the criteria used to determine it.

14. International transfers

Some technology, hosting, communications or other service providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps required by UK data protection law to ensure that it receives an appropriate level of protection.

Where applicable, this may include relying upon UK adequacy regulations or approved contractual safeguards.

15. Security

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, alteration, disclosure or destruction.

Access to personal information should be limited to people who have a legitimate business need to access it.

No internet, mobile or electronic information system can be guaranteed to be completely secure.

16. Your data protection rights

Depending upon the circumstances and the lawful basis being relied upon, UK data protection law may give you rights including:

Right of access – to request a copy of personal information we hold about you;
Right to rectification – to ask us to correct inaccurate or incomplete information;
Right to erasure – to ask us to delete personal information in certain circumstances;
Right to restriction – to ask us to restrict processing in certain circumstances;
Right to data portability – to receive certain information in a portable format where this right applies;
Right to object – to object to certain processing, including direct marketing; and
Right to withdraw consent – where processing relies upon your consent.

These rights are not absolute and whether a particular right applies depends upon the circumstances and lawful basis for processing.

To exercise your rights, contact:

admin@charliecabs.co.uk

Your right to object

You have the right to object to the processing of your personal information in certain circumstances.

You have the right to object at any time to your personal information being used for direct marketing.

The ICO says the right to object should be brought specifically and separately to people's attention.

17. Complaints

If you are concerned about how Charlie Cabs Limited has used your personal information, please contact us so that we can investigate your concerns:

Email: admin@charliecabs.co.uk
Telephone: 01823 353535

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.

The ICO's current guidance specifically identifies the right to lodge a complaint with the regulator as information that should be provided to individuals.

18. Children's information

Our transport services may involve journeys for children and young people.

Where a booking is made on behalf of a child, we may process information about the passenger that is reasonably necessary to arrange and fulfil the journey.

We will use such information only for legitimate purposes connected with providing the service, safeguarding passengers, administering the booking or complying with applicable legal obligations.

19. Information provided by another person or organisation

Sometimes a booking may be made for you by another person or organisation, such as:

A family member;
School;
Business or employer;
Local authority;
Travel provider;
Healthcare or support organisation; or
Other account customer.

In these circumstances, we may receive personal information about you from that person or organisation rather than directly from you.

We use that information where necessary to arrange, manage and fulfil the requested transport service and for associated lawful purposes.

Where personal information is obtained from another source, the ICO generally requires the individual to receive the relevant privacy information within a reasonable period and no later than one month, subject to applicable exceptions.

20. Fraud and misuse

We may process information where reasonably necessary to detect, investigate or prevent fraudulent bookings, payment fraud, misuse of our services or other unlawful activity.

Where appropriate and lawful, information may be disclosed to payment providers, professional advisers, law enforcement or other relevant organisations.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, applications, technology, suppliers or legal obligations.

The latest version will be published on our website and the Last updated date at the beginning of this policy will be changed.

Where a change materially affects how we use personal information, we will take appropriate steps to bring that change to the attention of affected individuals.

Privacy information should be reviewed and updated when necessary, and people should be told about new uses of their information before the new processing begins.

22. Contact us

For questions about this Privacy Policy, personal information we hold about you or exercising your data protection rights, please contact: