Hotline Cars Privacy Policy

 

Last updated: July 2025

1. Who We Are

Hotline Cars is a licensed private hire taxi operator serving the West Midlands, including Walsall, Willenhall, Darlaston, Lichfield, Sutton Coldfield, and surrounding areas. This Privacy Policy explains how we collect, use, and protect your personal information across our app, website, phone bookings, and business services.

Data Controller:
Hotline Cars Group (including all affiliated branches)

For any privacy-related queries:
📧 [email protected]
📞 0121 353 2121
📍 186a Chester Rd, Streetly, Sutton Coldfield, B74 3NA

2. What Data We Collect

A. Booking & Account Data

  • Full name, phone number, email

  • Pickup and drop-off locations, journey history

  • Payment confirmation details (via trusted providers)

  • Corporate account details (company name, VAT number, business address)

B. Mobile App & Website Data

  • Device ID, operating system, browser type

  • IP address, language settings, time zone

  • App usage statistics and crash logs

  • GPS/location data (real-time and past rides)

C. Communication Records

  • Call recordings (for training and dispute resolution)

  • Email and contact form interactions

  • Push notifications

3. How We Use Your Data

We use your data to:

  • Manage and fulfil your bookings

  • Provide customer support and resolve issues

  • Send ride updates and notifications

  • Process secure payments and provide receipts

  • Detect and prevent fraud or misuse

  • Improve app and website performance

  • Conduct lawful advertising, analytics, and remarketing (with consent)

4. Lawful Basis for Processing

Purpose Legal Basis
Booking and customer support Contract
Payment records and invoicing Legal obligation
App and website analytics Legitimate interest
Marketing and retargeting Consent (via cookie/app banners)
Emergency disclosure (e.g. NHS, police) Legal obligation

5. Cookies and Tracking Technologies

We use cookies and similar technologies across our website and mobile app to enhance user experience and operate our services efficiently.

Types of Cookies We Use

Cookie Type Purpose
Strictly Necessary Enables core booking and security features
Performance Tracks site performance and usage (e.g. Google Analytics)
Functional Remembers your settings and preferences
Targeting / Advertising Used by platforms such as Meta, Google, LinkedIn, and TikTok to show relevant ads

Your Choices

  • On our website, a cookie consent banner allows you to accept or reject non-essential cookies

  • You can change your preferences at any time

  • On the mobile app, consent is collected using opt-in settings (no pre-ticked boxes)

  • You may also block cookies via browser or device settings, though this may affect functionality

6. Who We Share Your Data With

Your data may be shared with trusted third parties, including:

Payment Processors

  • Google Pay

  • Apple Pay

  • Pay by Card

  • Pay by Link

Advertising & Analytics Platforms

  • Meta (Facebook, Instagram)

  • Google Ads, Google Analytics, Google Tag Manager

  • LinkedIn

  • TikTok

  • Firebase

  • Brevo (email and SMS communication)

  • Mobile push notification services (iOS & Android)

Hosting & Technology Providers

  • Autocab Cloud

  • Firebase

  • AWS (if used)

Communication & Call Handling

  • Autocab (Phantom) voice and call recording systems

Regulatory Bodies

  • HMRC

  • NHS

  • Law enforcement agencies (where legally required)

Trusted Affiliates

  • Licensed subcontractors operating under data processing agreements

All partners are contractually bound to protect your data and may not use it for their own purposes.

7. Data Retention

Data Type Retention Period
Journey history 12–24 months
Payment records 6 years (HMRC requirement)
Call recordings Up to 12 months
App usage and analytics 12–24 months
Corporate account data 6 years post-termination

8. Your Rights

You have the right to:

  • Access your personal data

  • Correct or update your data

  • Request deletion of your data

  • Withdraw consent for marketing

  • Object to certain data uses (e.g. profiling)

  • Restrict or limit processing

  • Request a copy of your data (data portability)

To exercise these rights, contact:
📧 [email protected]

We will respond within 30 days.

9. Data Security

We take appropriate technical and organisational measures to protect your data, including:

  • SSL encryption across all platforms

  • PCI-DSS compliant payment providers

  • Encrypted call recordings

  • Restricted internal access to personal data

  • Secure cloud hosting (Autocab, AWS, Firebase)

  • Regular system monitoring and audits

10. Children’s Privacy

Our services are not intended for individuals under the age of 13. We do not knowingly collect personal data from children. If such data is identified, it will be deleted promptly.

11. Changes to This Policy

We may update this Privacy Policy to reflect legal or operational changes.
The latest version will always be made available through our official channels.

12. Contact Us

For any privacy-related enquiries, please contact:

Hotline Cars Support
📧 [email protected]
📞 0121 353 2121
📍 186a Chester Rd, Streetly, Sutton Coldfield, B74 3NA
Based in the West Midlands, UK