Privacy Policy

1. Who We Are

1.1.AZ Carz Ltd is a company registered in England and Wales (company number 12938121), with its registered office at 200 Merton Road, Wandsworth, London SW18 5SW. We are licensed by Transport for London (TfL) as a private hire operator (licence 10668).

1.2.We are the “controller” of the personal information described in this notice. You can contact us about your data by email at info@az-cars.co.uk, by phone on 020 8874 2000 or by post to the address above. We have not appointed a data protection officer, but our team will deal with any request about your data.

2. What We Collect

2.1.Booking details: your name, phone number, email address, pickup and drop-off addresses, date and time of travel, number of passengers, luggage, flight or train number, vehicle type, and any notes you give us, such as a meeting point.

2.2.Help you ask for: if you tell us about a disability, mobility aid, assistance dog or a child seat (with the child's age), we record it so the right vehicle and help are ready. Information about health or disability is “special category” data and we only use it to arrange your journey.

2.3.Payment details: how you paid, the amount and the payment reference. We do not store full card numbers. Your card or PayPal details go directly to the payment provider that takes the payment (see section 4).

2.4.Journey records: the driver and vehicle that carried out your booking, times and fare. TfL requires us to keep these records.

2.5.Messages and calls: emails, WhatsApp messages, online form messages and notes we make when you call us. Calls may be recorded for quality, training and to resolve disputes.

2.6.Complaints and lost property: your contact details, what happened, and the action we took, as described on our Complaints & Lost Property page.

2.7.Website data: the online booking form on our Book Now page collects the booking details above. Like all websites, our web host keeps short-term technical logs (such as IP address and pages requested) for security. Analytics data (Microsoft Clarity) is only collected if you accept analytics cookies – see section 8.

2.8.We do not have CCTV or dash-cams in our vehicles.

3. How We Use It and Why

3.1.To take and carry out your booking (quotes, dispatching a driver, flight tracking, sending confirmations and updates, taking payment). Lawful basis: contract – we need it to provide the journey you asked for.

3.2.To keep records required by law, including the booking, complaint and lost property records TfL requires under the Private Hire Vehicles (London) (Operators' Licences) Regulations 2000, and accounting records for HMRC. Lawful basis: legal obligation.

3.3.To keep passengers and drivers safe, prevent fraud and non-payment, deal with disputes and improve our service. Lawful basis: legitimate interests. We only do this in ways you would reasonably expect.

3.4.To arrange help you have told us you need (for example a wheelchair, assistance dog or child seat). Lawful basis: contract, and for health or disability information your explicit consent, which you can withdraw at any time. Where we must keep it as part of a TfL record, we rely on our legal obligations.

3.5.Website analytics (Microsoft Clarity) to see how the site is used and fix problems. Lawful basis: consent, given through our cookie banner. You can change your choice at any time.

3.6.We do not send marketing messages. We send you messages about your bookings, and after a journey we may send you a WhatsApp message asking you to leave a review. Lawful basis: legitimate interests. You can ask us to stop these review requests at any time by replying to the message, calling or emailing us.

3.7.We do not make decisions about you using automated processing alone.

4. Who We Share It With

4.1.Your driver receives the details needed for the journey, such as your name, phone number, pickup and drop-off.

4.2.Other licensed operators: occasionally, if we can't cover a booking ourselves, another TfL-licensed private hire operator carries it out for us (see clause 13 of our Terms). They receive only what they need for that journey.

4.3.Payment providers: Stripe processes credit and debit card payments. PayPal processes PayPal payments, and card payments our drivers take in the vehicle using PayPal’s card reader (PayPal POS). Tyl by NatWest also processes card payments for us. They receive only what they need to take the payment, and they also use it as independent controllers for their own purposes, such as preventing fraud and meeting their legal duties. Their privacy notices (linked) explain how.

4.4.Service providers who run our systems, such as our web host, email provider, booking software, WhatsApp (Meta) when you message us, Google (address search on the booking form) and Microsoft (Clarity, only if you accept analytics cookies). They act on our instructions or under their own privacy terms.

4.5.Authorities and others where the law requires or allows it, such as TfL, the police, insurers or our legal and accounting advisers, for example to investigate an incident or a claim.

4.6.We never sell your personal information.

5. How Long We Keep It

5.1.We keep personal information for as long as we need it for bookings, quality and training, handling complaints or disputes, and our legal and TfL licensing obligations, and then securely delete it. In particular:

•Booking and journey records: always at least 12 months from the journey, as TfL requires. Records that form part of our accounts are kept for at least 6 years, as HMRC requires.

•Complaint and lost property records: at least 12 months from the complaint or the date the item was found, as TfL requires, and longer if a claim or investigation is ongoing.

•Call recordings, emails, WhatsApp and form messages: for as long as we need them for the purposes above, and then securely deleted.

•Analytics: Microsoft keeps most Clarity recordings for 30 days, and a small sample of recordings plus summary data such as heatmaps for up to 9 months. Your cookie choice is remembered for 6 months.

5.2.When we no longer need information, we securely delete it or make it anonymous.

6. Your Rights

6.1.You have the right to ask for a copy of your personal information, to have it corrected, and to ask us to delete it or limit how we use it. You can also object to us using it for our legitimate interests, ask for data you gave us in a reusable format, and withdraw consent at any time.

6.2.To make a request, email info@az-cars.co.uk or call 020 8874 2000. It's free, and we will reply within one month. We may ask you to confirm your identity first.

6.3.Some rights have limits. For example, we cannot delete booking, complaint or lost property records before the end of the period TfL requires us to keep them.

7. Data Outside the UK

7.1.Some of our service providers, such as Microsoft, Google, Meta, Stripe and PayPal, may process data outside the UK. When they do, they use protections recognised by UK law, such as UK adequacy regulations or approved contract terms.

8. Cookies and Website Analytics

8.1.Our website only uses cookies that are needed for it to work, unless you choose to accept analytics. Microsoft Clarity analytics only runs after you click “Accept”. Full details, and how to change your choice, are in our Cookie Policy.

8.2.Our customer reviews (Trustindex), map address search on the booking form and web fonts (Google Fonts) are loaded from other companies' servers, which means they receive your device's IP address.

9. Keeping Your Data Safe

9.1.We limit access to people who need it, protect our systems with passwords and use encrypted (HTTPS) connections on our website. Drivers only see the details they need for the journey.

9.2.Children: we do not take bookings from anyone under 18. If you give us details about a child travelling with you, such as their age for a child seat, we only use them to arrange the journey.

10. Complaints About Your Data

10.1.If you are unhappy with how we have used your information, please contact us first at info@az-cars.co.uk so we can put it right.

10.2.You also have the right to complain to the Information Commissioner's Office (ICO), the UK regulator for data protection: ico.org.uk/make-a-complaint or 0303 123 1113.

11. Changes to This Notice

11.1.We may update this notice from time to time. The latest version will always be on this page, with the date it was last updated at the top.