Privacy Policy

01How we receive your information

We receive your details when you request a quote, make or manage a booking, complete a form, or contact us through our website, by phone, email, WhatsApp or live chat, or through a connected third-party app or AI assistant, such as ChatGPT, Gemini or Claude.

We may also receive your information from someone authorised to book on your behalf. If you book for another person, please ensure you have their authority to provide their details and make this privacy notice available to them.

Information you enter into a third-party app or AI assistant is also handled by the company operating that service under its own privacy policy. We receive the information passed to us through the booking connection; using such a service does not necessarily give us access to your entire conversation or account.

02Information we collect

Depending on your enquiry, booking and the channel you use, this may include:

• Passenger name, email address and telephone number.
• Pickup and drop-off addresses, any additional stops, and the date and time of travel.
• Flight number and relevant flight arrival information.
• Passenger numbers, luggage details, vehicle choice, requested child seats and other booking instructions.
• Booking references, quotes, booking status, changes and cancellations.
• Messages, enquiries and correspondence relating to your booking.
• Payment status, transaction references and billing information needed to process and record payments.

We need the information relevant to your journey to arrange and manage the booking. For example, a flight number is relevant to an airport pickup but may not be needed for another journey. If essential details are missing, we may be unable to provide a quote or arrange the service.

03How we use your information and our lawful bases

• Quotes, bookings and customer service: We use relevant information to respond to requests, arrange and manage journeys, communicate booking updates, and deal with payments, changes and cancellations. Where you are our contracting customer, we rely on taking steps at your request before entering a contract or performing that contract.
• Bookings made for another passenger: Where the passenger is not a party to our contract, we rely on our legitimate interests in arranging and providing the requested journey and keeping the passenger informed, taking account of their rights and interests.
• Security, fraud prevention and resolving enquiries or disputes: We rely on our legitimate interests in protecting our customers and services and managing our business, where those interests are not overridden by your rights.
• Legal requirements: We process and retain information where needed to comply with applicable accounting, tax, licensing and other legal obligations.
• Marketing: We will not contact you for marketing purposes unless you have given prior consent. You may withdraw that consent at any time. Operational messages about a booking are separate from marketing.

04Who receives your information

We share relevant information only where needed for the purposes described in this notice. Depending on the service and booking channel, recipients may include:

• Your driver or transport provider: Details needed to carry out the journey and contact you about the pickup.
• Our booking and dispatch technology providers: Including London Tech, which supports our booking operations.
• Our messaging and communications providers: Including WhatsApp and the provider supporting our WhatsApp service, where that channel is used.
• Flight information services: Flight details needed to check arrival times and coordinate airport pickups; this does not mean we send them your full booking record.
• Payment providers: Information needed to process payments, refunds and related billing transactions.
• Advertising and analytics providers: Including Google, which uses cookies and tracking technologies to measure advertising performance and website usage via Google Ads.
• Providers supporting automated assistance: Relevant enquiry or booking information where their systems help us answer messages or process booking requests.
• Connected third-party apps and AI assistants: Where you use them to request a service, we may return relevant information such as a quote, booking reference or booking status to fulfil that request.
• Authorities and professional advisers: Where disclosure is required by law or necessary to meet legal obligations or establish, exercise or defend legal claims.

We never sell your personal data.

Some providers process information on our behalf, while others process information for their own purposes under their own privacy notices. The applicable role depends on the service and the information involved.

05Automated assistance

We use automated systems, including AI, to help answer messages and take booking requests. These systems may process the messages and booking details needed to handle your request.

You can ask to speak to a member of staff at any time by calling +44 20 8688 7744, including if you need help with an automated response or a booking outcome.

An independently generated statement from a third-party assistant is not an APL booking confirmation. Our booking terms explain when a booking is confirmed.

06Where your information is stored and processed

Booking information is handled through APL's systems and the service providers described above. Access is limited to people and providers who need it for the relevant purpose. We use appropriate technical and organisational measures to protect personal information.

APL's own servers are located in the United Kingdom. Our hosting providers include Fast2host, with servers in Cambridgeshire, and OVH, with servers in the UK.

The location of our own servers does not necessarily determine where third-party messaging, payment or AI services process information. Information you provide directly to third-party apps and assistants is also subject to those providers' privacy notices.

Third-party services may process information outside the UK, depending on the provider and service used. Any restricted international transfer for which we are responsible must meet applicable UK data protection requirements. These may require an applicable UK adequacy regulation or appropriate safeguards, such as approved contractual protections. For information about processing locations and safeguards relevant to your booking, contact documents@aplcars.com.

07How long we keep your information

We retain information only for as long as necessary for the purpose for which it was collected, including managing bookings, handling enquiries and disputes, and meeting legal and accounting obligations. The period depends on the type of record, the relevant legal requirements and whether an unresolved matter requires us to keep it.

When information is no longer needed, it should be securely deleted or anonymised.

08Your rights

Depending on the circumstances and applicable law, you may have the right to:

• Request access to your personal information and a copy of it.
• Ask us to correct inaccurate or incomplete information.
• Ask us to delete information or restrict its use.
• Object to processing based on legitimate interests, and object to direct marketing.
• Receive certain information in a portable format.
• Withdraw consent where we rely on consent, without affecting the lawfulness of processing before withdrawal.
• Exercise applicable rights concerning significant decisions based solely on automated processing, including requesting human intervention and challenging a decision.

These rights are subject to conditions and exceptions. For example, we may need to retain certain records to comply with legal obligations or deal with legal claims. If we cannot meet a request in full, we will explain why.

To exercise your rights, email documents@aplcars.com. You may also send an access request to accounts@aplcars.com. We may request information reasonably needed to verify your identity.

You can also complain to the UK Information Commissioner's Office (ICO). Visit ico.org.uk/make-a-complaint/. You do not have to contact us first, although we welcome the opportunity to address your concerns.

09Deleting your customer profile

You can request deletion of your customer profile by emailing documents@aplcars.com. We will assess which information can be deleted and which records must be retained for legal or other valid reasons.

If you have an upcoming booking, please tell us whether you also wish to cancel it. A data deletion request is not a substitute for a booking cancellation request. Any cancellation is handled under our booking terms. If deleting information would prevent us from providing an upcoming service, we will explain this when handling your request.

10Data breaches

If a personal data breach occurs, we will take appropriate action and comply with our obligations under applicable data protection law, including notifying the ICO and affected individuals where required.

11Changes to this policy

We may update this privacy policy from time to time. Please check this page regularly. Where required, we will inform you of material changes to how we use your information.

12Contact us

For privacy questions or requests, email documents@aplcars.com.

Company and privacy contact address

APL Techs Ltd
Airport Pickups London
12 Castle Hill
Windsor
SL4 1PD

Telephone: 020 8688 7744

www.airport-pickups-london.com