Privacy Notice

This privacy notice sets out how Gilberts uses and protects any information you give us when you book with us or use this website. Gilberts is committed to ensuring your privacy is protected. Any information by which you can be identified will only be used in accordance with this notice.

We may update this notice from time to time by updating this page. Please check back occasionally to ensure you are happy with any changes. If we make a significant change to how we use your data, we will tell you by email or a notice in our app.

Age. You must be 18 or over to create an account in our app or online booker. We do not knowingly collect personal data from under-18s through those accounts, and if we find we have, we will delete it as soon as we reasonably can. Children can still travel with us on bookings made by an adult and on school and council contracts.

Who we are

Christopher, Tracey & Haydn Gilbert, trading as Gilberts Taxis (Gilberts of Chesham), are the data controllers responsible for your personal data. We are a licensed private hire and hackney carriage operator regulated by Buckinghamshire Council. For any data protection matter, contact us at:

• Gilberts Taxis, 95 High Street, Great Missenden, Buckinghamshire, HP16 0AL
• Telephone: 01494 771000
• Privacy lead: Haydn Gilbert
• Email: bookings@gilbertstaxis.com

What we collect

To provide our service and meet our licensing obligations, we may hold:

• Your name and telephone number
• Pick-up address and destination
• Journey history, including the route the driver took
• Contact information including email address, for journey receipts and enquiries
• Card payments are handled by our payment provider, Stripe, through our booking system. We never take card details over the phone and we do not store them ourselves
• Recordings of incoming telephone calls (you will hear an announcement when you call). We do not record calls made by our office
• If you have an account in our app or online booker: your name, email address, telephone number and login details, and any other details you give when registering
• When you use our app or online booker: technical information about your device (such as device type, operating system, time zone and language setting), details of how you use the service (such as pages and features viewed, access times and crashes), and, if you allow it, your location, so we can find where to collect you
• Details of each journey and transaction: the service you requested, date and time, pick-up and destination, distance, amount charged and payment method, and whether a booking was cancelled or you did not show
• Information from third parties, such as our software providers or the driver, where they pass us details about your booking or a complaint
• If you contact us through this website, the details you choose to provide in the enquiry form

Why we hold it, and our lawful basis

Under UK GDPR we must have a lawful basis for processing your data. Ours are:

• To perform our contract with you — your name, telephone number, pick-up and destination details are needed to accept and fulfil your booking.
• To meet a legal obligation — Buckinghamshire Council's private hire operator licence conditions require us to keep records of all bookings, including telephone number, pick-up address, destination and journey details.
• Our legitimate interests — we record incoming telephone calls to keep bookings accurate, deal with complaints and disputes, train staff and keep passengers and staff safe; we hold limited records to improve the efficiency of your future bookings; and we use website data for statistical analysis to improve our site.
• Your consent — if you tap “Keep Me Updated” on your booking confirmation to receive journey updates by WhatsApp. You can withdraw this at any time.

How long we keep it

We keep your data only for as long as necessary. In line with Buckinghamshire Council's private hire operator licence conditions, booking and dispatch records are retained for a minimum of 12 months, after which they are securely deleted unless we are required to keep them longer by law. Telephone call recordings are kept for 12 months and then deleted, after which they cannot be accessed.

If you have an app or online booker account, we keep your account details while you use the service and for up to 7 years after you delete the account, as set by our booking system provider. We may keep data for longer where we are dealing with a claim, or where the law or a regulator requires or reasonably expects us to keep it.

Who we share it with

We will never sell, rent, distribute or lease your personal data to anyone.

We only share data where it is necessary to provide our service or required by law. This may include:

• Our booking and dispatch system provider (iCabbi), which processes your booking on our behalf
• The driver assigned to your journey, who receives the details needed to collect you. Most of our drivers are independent, licensed and self-employed. They may only use your details for your journey, and our driver policy requires them not to keep or reuse them
• Stripe, which processes card payments
• Taxi Messages Ltd, which sends WhatsApp journey updates if you have asked for them
• Our telephone providers, who carry and record calls
• Our accountants and our IT, email and website providers, where needed to run the business
• Buckinghamshire Council, the Police or other authorities, where we are legally required to do so

Any third party that processes data on our behalf is required to keep it secure and use it only for the purposes we specify.

Security

We are committed to ensuring your information is secure. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we hold.

Some of our suppliers, such as payment and software providers, may process information outside the UK. Where they do, we make sure appropriate UK safeguards are in place.

Cookies and website analytics

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual, tailoring their operation to your needs by gathering and remembering information about your preferences.

We use Plausible Analytics, a privacy-focused tool, to count visits and see which pages and buttons (Book, Call, App) are used. It does not use cookies and does not collect personal data about you. Our pages also load fonts from Google Fonts, which means your IP address is sent to Google when a page loads.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser settings to decline them if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. We cannot be responsible for the protection and privacy of any information you provide whilst visiting such sites, and such sites are not governed by this notice. You should exercise caution and look at the privacy statement applicable to the website in question.

Marketing and controlling your information

We do not use your contact details for marketing and we never sell them. Booking confirmations, receipts and journey updates are service messages, not marketing.

You may ask us to restrict how we use your information at any time by contacting us using the details below.

Your rights

Under UK GDPR you have the right to:

• Be informed about how your data is used (this notice)
• Access a copy of the data we hold about you
• Have inaccurate or incomplete data corrected
• Request erasure of your data, where there is no legal reason for us to keep it
• Restrict or object to how we process your data
• Data portability, where applicable
• Withdraw consent at any time, where we rely on consent
• Not be subject to a decision based only on automated processing, including profiling, that has legal or similarly significant effects on you. We do not make decisions like this about our customers, and you can ask for a person to review any decision about you

To exercise any of these rights, including requesting a copy of the information we hold about you, please contact us using the details below. There is no charge for making a request, and we will respond within one month.

Complaints

If you have a concern about how we handle your data, please contact us first and we will do our best to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk or on 0303 123 1113.

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