Privacy Policy - Trusty Transfers

Who is responsible for your data

TRUSTY TRANSFERS LTD (SC894498) is the controller responsible for the personal data described in this policy. We are registered in Scotland and our registered office is Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR.

This policy applies when you visit the Trusty Transfers website, create an account, request a quote, submit or manage a booking, travel with us or contact support.

For privacy questions or requests, email [email protected].

Personal data we collect

Account and contact data: your name, email address, telephone number, account identifier, authentication events and communication preferences.

Quote and booking data: pickup and destination, requested date and time, vehicle type, passenger and luggage requirements, fare, booking status, flight number where supplied and special requests.

Payment data: amount, currency, payment status, refund information, receipt details and payment provider reference numbers. Our payment processor handles your card details; Trusty Transfers does not store the full card number or security code.

Journey and support data: assigned driver and vehicle details, service messages, complaints, lost property reports, accident or insurance information and evidence you provide when resolving an issue.

Technical and security data: browser or device type, IP address, session and security events, service logs and basic website or app interactions.

Optional measurement data: if you consent, aggregate website analytics and campaign labels in the link that brought you to us, such as source, medium, campaign, keyword and ad labels. If you continue to make a booking, those campaign labels and the time and version of your consent may be saved with the booking.

Accessibility information: practical assistance or mobility requirements you choose to provide. Please give only the information needed to arrange the journey and avoid including unrelated medical details.

We do not currently collect live driver or passenger GPS tracking data or record calls and messages.

Where the data comes from

We usually collect personal data directly from you when you use the website or app, verify your email, request a quote, submit a booking, make a payment, travel or contact us. Campaign labels may be added to a link by the service that displayed one of our adverts.

We also receive operational information from assigned drivers and suppliers involved in authentication, payments, mapping, email delivery, hosting, security and website analytics.

We currently require the account holder to be the adult passenger travelling and do not accept bookings made on behalf of another adult.

Why we use personal data and our lawful bases

Contract and steps before a contract

We use account, contact, route, quote, booking, payment, flight, assistance and support information to provide prices, review manual quote requests, take payment, assign a driver, perform the transfer, process cancellations and refunds and provide customer support.

Legal obligations

We use and retain information where necessary for tax, accounting, licensing, accessibility, safety, insurance, fraud prevention, law enforcement and other legal obligations.

Legitimate interests

We use proportionate information to secure the service, prevent abuse, maintain booking and incident records, investigate complaints, recover sums owed, defend legal claims and improve our operations. We consider the effect on your rights before relying on this basis.

We rely on consent for optional website analytics and campaign measurement, and where consent is required to process particular information you voluntarily provide. You can withdraw consent at any time, although this does not affect earlier lawful use.

Where an accessibility request reveals health or disability information, we use it only as necessary to arrange the requested assistance, meet applicable legal duties, establish or defend legal claims or with explicit consent where required.

Drivers and other recipients

An assigned driver receives only the information reasonably needed to perform the journey, such as your name, telephone number, pickup and destination, date and time, flight number, passenger and luggage requirements and relevant practical assistance or special requests.

Drivers must use that information only to perform and support the accepted journey, comply with law and report incidents. They do not receive your full card information, campaign labels or unrelated account history.

We also use the following types of service provider:

account authentication, database and cloud service providers;
payment and refund processors;
mapping, place search and routing providers;
transactional email providers; and
website hosting and security providers, plus analytics providers that operate only with your consent.

We may also disclose relevant information to insurers, professional advisers, regulators, licensing authorities, law enforcement, courts, emergency services or a buyer of our business where lawful and necessary.

We do not sell personal data or share booking details for advertising by other companies.

Cookies, local storage and optional measurement

We use necessary browser storage to keep you signed in, maintain booking state, protect the service and remember your privacy preference. The service cannot work correctly without these items.

Optional website analytics remains off unless you opt in. If enabled, it measures aggregate page usage and performance.

Optional campaign measurement also remains off unless you opt in. If enabled, we carry only allow-listed campaign labels from the website into the booking app and save them if you submit a booking. This initial measurement does not load a Google advertising tag, set Google advertising cookies or send booking or conversion details back to Google.

Your choices are stored in your browser. If you reject an optional purpose, the corresponding measurement is not performed by this website. You can change your choices at any time using the cookie preferences control in the footer. Withdrawing consent prevents future measurement but does not make earlier consented processing unlawful.

International processing

Some suppliers may process personal data outside the United Kingdom. Where this happens, we use suppliers that rely on a UK adequacy regulation or appropriate contractual and organisational safeguards required by data protection law.

How long we keep data

We apply the following working retention periods and review retained data regularly:

account and profile data: while the account remains open, with dormant accounts reviewed after 24 months;
completed booking, payment, refund and accounting records, including consented campaign labels attached to a booking: six years after the relevant financial year;
routine support correspondence: three years after the matter is closed;
complaints, accidents, payment disputes and legal claims: six years or until the matter is finally resolved;
optional analytics data: according to the analytics provider’s applicable retention settings; and
your privacy preference: in your browser until you clear it or replace the preference.

We may retain information longer where law, a regulator, an insurer, litigation or an unresolved dispute requires it. We may delete or anonymise information earlier when it is no longer needed.

Accessibility details are restricted to what is needed for the booking and related support. Unnecessary sensitive detail is removed sooner where reasonably possible.

Account deletion

You can request account deletion in the app settings or by emailing [email protected]. Active future bookings and pending refunds must be resolved first.

Deleting the account removes or disconnects information used to operate the account. We may retain limited booking, payment, tax, complaint, fraud prevention or legal claim records for the periods explained above. Payment and other service providers may also retain records they are legally required to keep.

Your data protection rights

Depending on the circumstances, you may have the right to access your personal data, correct it, ask for deletion, restrict its use, object to particular uses, receive portable data and withdraw consent.

These rights are not absolute. For example, we may need to retain transaction information for tax or legal claims even after an account is deleted.

To exercise a right, email [email protected]. We may need to verify your identity before responding.

If you are unhappy with how we use your information, please contact us so we can look into it.

Children and security

Accounts and bookings are for adults aged 18 or over. We may process limited information about an accompanying child where the adult passenger provides it for seating, safety, accessibility or service requirements.

We use proportionate technical and organisational measures to protect personal data. No internet service is completely secure, so please use a secure email account and contact us promptly if you believe your Trusty Transfers account has been compromised.

Changes and contact

We may update this policy when our services, suppliers or legal obligations change. We will publish the updated date and provide additional notice where a change materially affects how we use personal data.

For privacy questions, data requests or account deletion, contact [email protected].

How we handle personal data