Privacy Policy
VIP Chelsea Ltd is a London private hire operator, and this policy explains how we collect, use, share and protect your personal data under the UK GDPR and the Data Protection Act 2018. We also meet the record-keeping and data requirements of our Transport for London (TfL) operator licence.
Effective date: 15 October 2026 · Last updated: 15 October 2026
1. Who we are
| Data controller | VIP Chelsea Ltd (“we”, “us”, “our”) |
| Company registration no. | 09719660 |
| Registered office | [insert registered office address] |
| ICO registration no. | ZC229380 |
| TfL private hire operator licence no. | 000 000 0000 000 |
| Website | www.vipchelsea.com |
| Privacy contact | Operations Manager |
| Privacy@vipchelsea.com | |
| Telephone | +44 20 7096 1844 |
This policy applies to passengers and customers who book through our website, app, email or telephone, and to visitors to our website. Drivers and staff receive a separate notice covering the data we hold about them.
2. Personal data we collect
We collect most data directly from you when you book, contact us or use our website. We may also receive booking details from a person who books on your behalf, such as a company, hotel or personal assistant.
| Category | Examples |
| Booking details | Name, phone number, email, pick-up and destination, date and time, flight details, passenger numbers |
| Payment information | Billing address and payment confirmation details; card numbers are handled by our payment provider and we do not store them |
| Communications | Emails, messages, complaint records and recordings of telephone calls |
| Accessibility and special requirements | Any needs you choose to tell us about, such as wheelchair access or assistance, which can reveal health information |
| Technical data | IP address, device and browser type, and cookie data needed to run the website |
We do not ask for information about your race, religion, politics, genetics, biometrics or health. If you volunteer any of it, for example an accessibility needs, we use it only to arrange your journey and treat it as special category data (see section 3).
3. How we use your data and why
UK GDPR requires a lawful basis for every use of personal data. These are ours.
| What we do | Lawful basis |
| Accept, confirm, assign and carry out your booking, and send booking confirmations and journey updates | Contract: needed to provide the service you asked for |
| Take payment and issue receipts | Contract |
| Keep booking, journey and driver records required by our TfL licence; keep tax and accounting records | Legal obligation |
| Respond to enquiries and complaints; resolve disputes and claims | Legitimate interests: running the business and handling disputes fairly |
| Record calls for training, quality and dispute resolution | Legitimate interests |
| Keep our website, systems and bookings secure and prevent fraud | Legitimate interests |
| Arrange assistance for an accessibility or health need you tell us about | Your explicit consent, which you can withdraw at any time |
| Send marketing emails or texts | Your consent; you can opt out at any time using the link in any message or by contacting us |
Where we rely on legitimate interests, we have weighed them against your rights and expectations. We do not sell your personal data, and we do not make decisions about you using solely automated processing.
4. Who we share your data with
We share personal data only where there is a lawful reason, and only the minimum needed.
- Your driver: the details needed to complete your journey, such as your name, contact number and pick-up and drop-off points.
- Transport for London: driver, vehicle and booking records where our operator licence or a TfL inspection requires them. See TfL’s privacy notice.
- Service providers acting on our behalf (processors): booking, dispatch and app technology, IT support, hosting, communications and payment providers. They may use your data only on our instructions and under a written contract.
- Professional advisers: accountants, insurers and legal advisers, where needed for legal compliance, insurance or claims.
- Police and other authorities: where the law requires it or where it is necessary to prevent or detect crime or protect safety.
We never sell your data.
International transfers
We aim to keep your data in the UK. If a provider processes it outside the UK, we make sure the transfer is protected by a UK adequacy decision, the ICO’s International Data Transfer Agreement or Addendum, or another safeguard allowed by UK GDPR. Contact us for details of the safeguards in place.
5. Retention, security and cookies
How long we keep your data
We keep personal data only as long as needed for the purpose it was collected, then delete or anonymise it securely.
| Data | Retention period |
| Booking and journey records | 12 months, or longer if TfL requires it |
| Financial and accounting records | 6 years, as required for tax and company law |
| Support messages and complaint records | 12 months after the matter closes, longer if a claim is pending |
| Call recordings | 6 months, then deleted |
| Marketing preferences | Until you withdraw consent |
How we protect it
- Data sent through our website and app is encrypted with TLS.
- Card payments are handled by PCI DSS compliant providers; we do not store full card numbers.
- Systems are password-protected and access is limited to staff and drivers who need it.
- Staff and drivers are trained in data protection and bound by confidentiality.
- We keep a procedure for spotting and handling data breaches. If a breach is likely to put you at risk, we will tell you and, where required, report it to the ICO within 72 hours.
Cookies
Our website uses strictly necessary cookies only, to make it work and keep it secure. We do not use tracking, advertising or analytics cookies. If that changes, we will ask for your consent first.
6. Your rights, complaints and changes
Your rights
You have the right to:
- be told how your data is used (this policy) and to access a copy of it;
- have inaccurate data corrected;
- have your data erased, in some circumstances;
- restrict how we use your data, in some circumstances;
- object to processing based on legitimate interests, and to direct marketing at any time;
- data portability, for data you gave us under contract or consent;
- withdraw consent at any time, without affecting earlier processing.
Email Info@vipchelsea.com or call +44 20 7096 1844. We may ask you to confirm your identity, and we reply within one month, extendable by up to two further months for complex requests. There is normally no charge.
Complaints
Please contact us first so we can put things right. You can also complain to the Information Commissioner’s Office at ico.org.uk, helpline 0303 123 1113.
Changes to this policy
We review this policy at least once a year and whenever our services, systems or the law change. The latest version is always on our website and app, with the date at the top. We will tell you directly about any material change.