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Our Privacy Policy

Eastcoast Taxis takes your privacy very seriously and we ask that you read this privacy notice carefully as it contains important information on:

• The personal information we collect about you
• What we do with your information; and
• Who your information might be shared with

This privacy notice explains how we use your personal data in order to improve our services to you, and what choices you have about how we use that data. This privacy notice has been written to comply with the new privacy laws, known as the ‘GDPR’ (General Data Protection Regulation).

Where and how we collect your personal information

We collect personal information about you in several ways:

• When you fill in a form on our website or contact us via phone, email or another method
• When you register with us and fill in a form on our website or mobile app
• When you opt in to receive news by email, post, SMS or other means
• When you enter a competition or promotion
• When you browse our website or use our app
• When you open or click on any emails or push notifications we send you

We also collect your personal information from sources, for example when you contact us through a social media company such as Facebook, Twitter, LinkedIn. Before providing information to us via these channels, you should check these companies’ privacy policies and settings to understand how they use your personal information.

What personal information do we hold about you?

When you make a booking we normally ask you to provide us with:

• Your name
• Your contact details including your address, phone number, e-mail address
• Your bank where applicable or credit card details (if you're booking a taxi on a credit card)
• Details of how you would like us to contact you

If you need help with things like getting taxi assistance you may choose to give us confidential information about medical conditions and the type of assistance you require. This makes sure that if you book help in advance, our staff are aware of your needs. You have the option to save those assistance details to your account, and can edit or remove them at any time.

When you visit our website or book using our APP we may collect the following information automatically:

• Location data
• This can include your approximate geographical location, the date and time you booked
• Information about your visit that will help us improve our service and make your booking experience more relevant

In our communications with you by email, SMS, or push notification, we automatically collect data relating to:

• What type of device, model and operating system you’re using

This helps us build a better picture of whether our marketing is effective or not along our route.

CCTV

We record CCTV in our offices, certain vehicle operators may also have CCTV fitted in order to:

• Prevent, deter and detect crime
• Apprehend and prosecute offenders, and provide evidence to take action in the courts
• Help provide a safer environment for our staff
• Protect public safety
• Monitor operational and safety-related incidents
• Assist with the verification of claims

You have the right to make a Subject Access Request for CCTV images of yourself and to ask for a copy of them. Please direct any such request to our Data Safe team.

We reserve the right to withhold information where permissible by the applicable data protection legislation, and we will only retain CCTV images for a reasonable period or as long as is required by law. In certain circumstances, we may need to disclose CCTV images for legal reasons. When this is done, there is a requirement for the organisation that has received the images to adhere to the relevant data protection legislation.

Our legal basis for using your personal information

Under UK data protection law, we must have a valid basis for using your personal information and we may not collect store or use information other than as described in this policy. There are two ways we may have a valid basis for using your personal information:

1 Fulfilling the contract: Most of the information we collect from you is necessary to allow us to fulfil our contract with you or to enter into a contract with you e.g. you provide a billing address when booking a taxi via our website or invoicing; we may need to contact you to notify you about changes to our services.
2 Legal obligation: Lastly, we may have a legal obligation to use your personal information in certain ways or to protect your interests e.g. we may exchange information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

How we use your personal information

We use the personal information you provide to:

• Fulfil the service or information you’ve requested
• Handle the administration of your payment, and confirm bookings
• Alert you about your booked journey
• Provide post-sales support and deal with any complaints, refunds or other travel issues
• To ensure our technical helpdesk can assist you if you have trouble using our booking services

Sharing your personal information

We respect your privacy and will not sell or lease your personal information. The information you provide us may be accessed by our staff, business partners and carefully selected third parties in the course of providing services and to facilitate our marketing activities described above. We will not share or distribute any of the information you provide to us to unaffiliated third parties without receiving your consent, unless required to do so by law.

Third-party companies will be required to use your personal information in accordance with the Data Protection legislation currently in force. We may also use information in aggregate, where personally identifiable information is removed, for marketing and strategic development to improve and support our business.

Where we use trusted suppliers to help us deliver our service to you, we allow the supplier concerned limited access to the personal data they need to provide their service. A list of just some of the service suppliers are listed below:

• E-mail services
• Website development and hosting companies which we use to administer our website content, including personalised messaging
• Customer feedback
• The organisation that sends our booking confirmation emails, registration emails, etc
• Agencies supporting customer service activity carried out by our staff

We may also use trusted suppliers to help us with marketing:

• An e-mail service provider to send our e-mails and make sure you only receive what you have asked for

All personal information sent to our trusted suppliers is transferred securely. In all cases we require these companies to comply strictly with our instructions and they are not allowed to use your information for their own business purposes. We also require these companies to have sufficient organisational and technical measures in place to ensure the security of your personal information.

Under some circumstances we may be required to disclose or share your information without your consent, for example if we are required by the police, the courts or for other legal reasons.

Your rights regarding our use of your personal information

You provide us with details of what we can do with your data and have the right to manage your choices as detailed in How we use your personal information for marketing above.

You have the following rights:

• To know that your data is being processed
• To access your personal data by making a Subject Access Request (SAR)
• To have your information corrected if inaccurate
• To data portability if applicable
• To request that your data be erased, restrict processing, and object to processing
• Those relating to automated decision-making and profiling

Accessing your Data by Subject Access Request (SAR)

You have the right to request a copy of the information that we hold about you. This is known as a Subject Access Request (SAR). We will provide this to you free of charge once we have confirmed your identity within 30 days of receipt of your request.

If you would like a copy of some or all of your personal information, please email our Data Safe team, or write to us. Unless you specify otherwise we will provide your information electronically.

If we do hold information about you we will:

• Give you a description of it
• Tell you why we are holding it
• Tell you who it could be shared with
• Tell you how long we will keep the information
• If the information was not provided by you, we will give you any available information such as the source of the data
• Tell you if the information has been used for automated decision making
• Tell you if the information is stored outside of the European Economic Area, and if so what safeguards are in place to protect your personal information
• Let you have a concise and clear copy of the information

How we keep your personal information up-to-date

We have a legal obligation to keep the personal information we collect accurate and up–to-date. You have the right to ask us to correct any inaccuracies in the personal information we hold about you and to restrict the use of your information until it has been corrected.

The simplest way to keep your data accurate is to e-mail us or contact us by phone.

We keep your information accurate as follows:

• By giving you the opportunity at any time to contact us to correct or change your information
• If you contact us we may ask you to confirm certain details
• When we receive undelivered mail or email we will update our records accordingly

We have specific rectification, restriction, objection and erasure policies in place to make sure we respond effectively to your request to correct data and to any erasure requests.

How we keep your personal information safe

We use administrative, electronic and physical security measures to ensure the information we collect about you is protected from access by unauthorised persons and protected against unlawful processing, accidental loss, destruction and damage.

By using our website and/or services, you acknowledge and agree that, except to the extent required by the Data Protection laws, we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data. We will only retain your information for a reasonable period or as long as is required by law.

How long we keep your personal information

Of the data we process outside of any contract we retain the data for no longer than is necessary. Where there is a legal requirement to retain data for longer than Eastcoast Taxis requires, we will do so. Where reasonably practicable data is minimised so not to be identifiable to the data subject unless required by law or is subject to a Subject Access Request.

We keep your personal information where we have:

• A legal or regulatory requirement requires that we hold data for a specific time
• The business has a legal basis to retain data including data opt-ins, revised opt-ins and renewed consents.

What to do if you have a complaint about our use of your personal information

If you have a complaint about the information we hold or how we use that information, please contact our Data Safe team who will deal with your request promptly. If you are not satisfied with the way your complaint was handled, you can refer your complaint to UK Information Commissioner’s Office.

Links to other websites

We link from our websites directly to other sites including, for example, tyneidols.com This privacy policy does not cover other websites and organisations we may link out to from our websites or apps. We strongly encourage you to read the privacy statements on the other websites you visit.

Changes to this privacy policy

We keep our privacy policy under regular review. This privacy policy was last updated on 24th May 2018.