Privacy Policy

Last updated: 7 August 2026

Luxeline Chauffeurs Services Ltd (“Luxeline”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit our website, request a quotation, create an account, make or manage a booking, travel with us, contact us or otherwise use our services.

1. Who we are

Luxeline Chauffeurs Services Ltd is a company registered in England and Wales under company number 17258864.

Registered office: Sheenhouse, Naish Lane, Barrow Gurney, Bristol, England, BS48 3ST

Website: luxelinechauffeursservices.co.uk
Email: operations@luxelinechauffeursservices.co.uk
Telephone: 0117 405 4131

For the purposes of UK data-protection law, Luxeline Chauffeurs Services Ltd is the data controller of the personal information described in this policy, except where another organisation is clearly identified as an independent controller.

2. The personal information we collect

Depending on how you interact with us, we may collect the following categories of information:

Identity and contact information: name, title, postal address, email address, telephone number and company details.
Booking and journey information: collection and destination addresses, dates and times, stops, vehicle choice, passenger numbers, luggage details, special instructions, booking reference and journey history.
Airport and travel information: airport, terminal, airline, flight number, scheduled or actual arrival/departure time and related travel details.
Account information: username, encrypted password, preferences, saved contact information and account activity.
Payment and transaction information: amount, currency, payment status, billing address, transaction reference and limited card information supplied by our payment provider, such as card type and last four digits. We do not intend to store your complete payment-card number or security code.
Communications: emails, messages, telephone enquiries, complaints, feedback and information supplied through forms or booking notes.
Technical and usage information: IP address, browser type, device information, approximate location derived from IP address, pages viewed, referral source, security logs and cookie or consent choices.
Information about another passenger: where you book for someone else, their name, contact details, journey details and any instructions necessary to provide the service.
Accessibility information: practical information needed to arrange appropriate assistance. Please provide only what is necessary. Where this reveals health or disability information, we will use it only for the requested arrangements and in accordance with applicable data-protection law.

3. How we collect personal information

We collect information:

directly from you when you use our website, create an account, request a quote, make a booking, contact us or travel with us;
from a person, company, travel arranger, hotel, concierge, event organiser or employer making a booking for you;
from chauffeurs, licensed transport partners or subcontractors who fulfil or assist with a journey;
from payment, fraud-prevention, email-validation, mapping, address-search and flight-status service providers;
from publicly available sources where reasonably necessary to verify travel or business information; and
automatically through server logs, cookies and similar technologies, subject to your choices where consent is required.

4. How and why we use personal information

Purpose	Typical information used	Lawful basis
Provide quotations, accept and manage bookings, allocate a vehicle and chauffeur, communicate journey details and provide transport services.	Identity, contact, booking, journey, flight, passenger and payment information.	Performance of a contract or steps requested before entering a contract.
Take payment, issue invoices and refunds, reconcile accounts and prevent fraudulent transactions.	Identity, contact, billing, payment and transaction information.	Performance of a contract; legal obligations; and our legitimate interests in receiving payment and preventing fraud.
Track a flight or respond to changes affecting a booked journey.	Flight number, airline, terminal, journey time and contact details.	Performance of a contract and our legitimate interests in delivering the service efficiently.
Operate customer accounts and provide customer support.	Identity, contact, account, booking and communication information.	Performance of a contract and our legitimate interests in supporting customers.
Handle complaints, accidents, insurance matters, legal claims, chargebacks and disputes.	Booking, journey, payment, communication and incident information.	Legal obligations and our legitimate interests in establishing, exercising or defending legal claims.
Comply with tax, accounting, licensing, safeguarding, law-enforcement and other legal requirements.	Identity, booking, journey, payment and transaction information.	Compliance with a legal obligation.
Protect passengers, chauffeurs, our systems and our business; detect misuse and maintain security.	Technical, account, booking, payment and communication information.	Our legitimate interests in security, safety, fraud prevention and business continuity; and legal obligations where applicable.
Improve our website, booking process, fleet planning and customer service.	Usage, technical, booking and feedback information, normally aggregated where possible.	Our legitimate interests in improving our services; consent where required for cookies or similar technologies.
Send marketing communications about our own services.	Name, email address, telephone number and marketing preferences.	Your consent, or the limited “soft opt-in” where permitted by law. You may opt out at any time.

Where we rely on legitimate interests, we consider whether the use is necessary, proportionate and consistent with your reasonable expectations. You may object to processing based on legitimate interests in the circumstances described below.

5. Accessibility and sensitive information

You do not need to provide medical diagnoses. Please tell us only the practical assistance required for the journey. If information about health or disability is necessary, we will restrict access to it and retain it only for as long as reasonably necessary. Where required, we will obtain explicit consent or rely on another lawful condition available under data-protection law.

6. If you provide information about another person

If you make a booking for another passenger, you must have authority to provide their information and should make this Privacy Policy available to them. We may contact the passenger where reasonably necessary to deliver the journey, deal with safety matters or resolve a booking issue.

7. Who we share information with

We may share personal information only where reasonably necessary with:

our employees, authorised staff and chauffeurs;
appropriately licensed private-hire operators, chauffeurs, vehicle providers and other transport partners used to fulfil a booking;
payment processors and fraud-prevention providers, including Square where used at checkout;
website hosting, booking-system, customer-account, email, IT support and cybersecurity providers;
email-validation providers, including ZeroBounce where enabled;
mapping, routing and address-search providers, including Google services used by the booking form;
accountants, auditors, insurers, banks, professional advisers and debt-recovery providers;
airports, hotels, event venues, travel arrangers or meet-and-greet partners where needed for the booking;
police, courts, regulators, licensing authorities, tax authorities and other public bodies where required or permitted by law; and
a purchaser, investor or successor if our business or assets are reorganised, sold or transferred, subject to appropriate confidentiality safeguards.

Some providers act as our processors and may use information only on our documented instructions. Others, such as payment providers or licensed transport operators, may also act as independent controllers for their own legal and regulatory purposes.

8. International transfers

Some technology or service providers may process information outside the United Kingdom. Where personal information is transferred to a country that is not covered by UK adequacy regulations, we will use an appropriate safeguard where required, such as the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful transfer mechanism. You may contact us for further information about the safeguards relevant to your information.

9. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, licensing, insurance and dispute-resolution requirements. Our usual retention approach is:

Booking, payment, invoice and journey records: normally six years after the transaction or completion of the journey.
Customer-account information: while the account remains active and, where linked to transactions, for up to six years after closure; unused account-only data may be deleted sooner.
General enquiries and quotations that do not become bookings: normally up to 24 months.
Accessibility or sensitive journey notes: normally deleted shortly after the journey, usually within 30 days, unless needed for an ongoing complaint, legal obligation or claim.
Marketing information: until you withdraw consent or opt out. We may retain minimal suppression information to ensure we respect your opt-out.
Security and technical logs: normally up to 12 months, unless needed to investigate an incident.
Cookie-consent records: for the period reasonably needed to demonstrate and respect your choices.

We may retain information for longer where a complaint, investigation, insurance matter, chargeback or legal claim is active. We may retain anonymised information that no longer identifies you.

10. Security

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction. These measures include access controls, secure hosting, encryption in transit where supported, account authentication, payment processing through specialist providers, backups and limiting access to those who need the information.

No internet or storage system is completely secure. You are responsible for keeping your account password confidential and for contacting us promptly if you believe your account or booking information has been compromised.

11. Marketing

We will not require you to agree to marketing in order to make a booking. Marketing choices must be separate from acceptance of our booking terms. You can unsubscribe at any time by using the link in an email or contacting us. Service messages about an existing enquiry, account or booking are not marketing and may still be sent where necessary.

12. Cookies and similar technologies

Our website uses cookies and similar technologies for security, website operation, account and booking functions, payment processing, preferences and, where enabled, analytics or other optional purposes. Non-essential technologies are used only in accordance with the choices available through our cookie controls. Please read our Cookies Policy for more information.

13. Your data-protection rights

Depending on the circumstances, you may have the right to:

ask for access to your personal information;
ask us to correct inaccurate or incomplete information;
ask us to erase information where there is no lawful reason to continue using it;
ask us to restrict how information is used;
object to processing based on legitimate interests or to direct marketing;
receive certain information in a portable format or ask for it to be transferred to another provider;
withdraw consent at any time where processing is based on consent; and
raise concerns about solely automated decisions that have legal or similarly significant effects.

These rights are not absolute and exemptions may apply. We may ask for information to verify your identity before acting on a request. We will normally respond within the period required by law.

To exercise a right, email operations@luxelinechauffeursservices.co.uk with the subject line “Data Protection Request”.

14. Automated decision-making

We do not currently use personal information to make solely automated decisions that produce legal or similarly significant effects. Automated tools may support address validation, quotation calculations, payment security, email validation or fraud checks, but significant decisions are subject to appropriate human involvement where required.

15. Children

Our booking services are intended for adults. A person making a booking must be at least 18 years old and have authority to make the booking. Children may travel as passengers when accompanied or otherwise carried in accordance with applicable law and our Conditions of Transport. We collect only the information reasonably needed to provide their journey safely.

16. External websites

Our website may contain links to websites operated by other organisations. Their privacy practices are governed by their own notices, and we are not responsible for those websites.

17. Complaints

Please contact us first so that we can try to resolve your concern:

Email: operations@luxelinechauffeursservices.co.uk
Telephone: 0117 405 4131
Post: Luxeline Chauffeurs Services Ltd, Sheenhouse, Naish Lane, Barrow Gurney, Bristol, England, BS48 3ST

You also have the right to complain to the UK Information Commissioner’s Office. Information about making a complaint is available at ico.org.uk/make-a-complaint.

18. Changes to this policy

We may update this Privacy Policy to reflect changes to our services, suppliers or legal obligations. The current version will be published on this page with its updated date. Where a change materially affects how we use personal information, we will take reasonable steps to bring it to your attention.