Privacy Policy

​​​This is the Privacy Policy for The Car Concierge Ltd.

Our registered office is at 85 Great Portland Street, First Floor, London, W1W 7LT.

1. Introduction

Welcome to The Car Concierge Ltd. ("we", "us", "our"). We are committed to protecting and respecting your privacy. Our registered office is at 85 Great Portland Street, First Floor, London, W1W 7LT.

This policy explains what personal data we collect from you, how we use it, who we share it with, and your rights regarding your data. This policy applies to data collected through our website (thecarconcierge.co.uk), by email, and through communication channels like WhatsApp.

For any questions about this policy or your data protection rights, please contact us at enquiries@thecarconcierge.co.uk.

2. What Information We Collect

We only collect information that is necessary to provide our services to you. This includes:

  • Contact Information: Your full name, email address, and phone number.

  • Location Information: The collection and delivery addresses for your vehicle.

  • Vehicle Information: Vehicle registration number, make, model, year, photos of the vehicle, and notes on its current condition or required work.

  • Communication Records: Records of our correspondence with you via email, our website contact forms, and WhatsApp Business.

  • Transaction Information: Details of the services you have purchased from us and records of payments made via bank transfer. We do not collect or store any payment card (debit/credit card) details.

  • Marketing Preferences: Your preferences for receiving marketing communications from us.

  • Website Usage Data: Technical information about how you use our website, collected via cookies and similar technologies. This includes your IP address, browser type, which pages you visit, and device information.

We do not collect "special category" data (e.g., health, ethnicity, or religious beliefs) unless it is provided by you and is strictly necessary for the provision of our service.

3. How We Use Your Information

We use your personal data for the following purposes:

  • To Provide Our Services: To arrange, manage, and fulfill your vehicle maintenance and customisation bookings. This includes generating quotes, coordinating vehicle collection and delivery, and communicating service updates.

  • To Communicate With You: To respond to your enquiries, provide customer support, and send you important information about your bookings.

  • To Share With Service Partners (Crucial for Our Service): To share necessary details with our network of accredited vendors and Super Valets so they can perform the work and transport your vehicle.

  • For Business & Administrative Purposes: For invoicing, processing payments, and maintaining business records for tax and legal compliance.

  • For Marketing: To send you promotional emails and offers about our services, but only where we have your consent to do so.

  • To Improve Our Website: To analyse how our website is used, allowing us to improve its functionality and user experience.

4. Who We Share Your Information With (And Why)

Our business model is built on facilitating services through our trusted partners. To do this, we must share some of your personal data with them. We do not sell your data to any third parties.

We share your information with:

  • Accredited Vendors: We provide your name, contact details, vehicle information, and service requirements to the specialist vendors (e.g., body shops, detailers, vinyl wrappers) who will perform the work on your vehicle.

  • Super Valets (Drivers): We provide your name, phone number, and the collection/delivery addresses to our contracted drivers who transport your vehicle between locations.

These partners are only permitted to use your information to fulfill the specific service they are providing. We are in the process of implementing formal Data Processing Agreements with all our partners to ensure they handle your data with the same level of care and security that we do.

We may also share your data with:

  • Professional Advisors: Our lawyers, accountants, and insurers, where necessary.

  • Government & Legal Authorities: If required by law or a court order.

5. Legal Basis for Processing Your Data

Under UK data protection law, we must have a valid legal basis to process your data. We rely on the following:

  • Performance of a Contract: Most of our data processing is necessary to fulfill the service contract we have with you when you book a job.

  • Consent: We rely on your explicit consent to send you marketing communications. You can withdraw this consent at any time.

  • Legitimate Interests: We process some data for our legitimate business interests, such as improving our website and for administrative purposes, provided it does not override your rights.

  • Legal Obligation: We must process and retain certain information to comply with our legal and accounting obligations.

6. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to improve your experience and to help us understand how our site is used. A cookie is a small text file placed on your device.

We use:

  • Strictly Necessary Cookies: Essential for the website to function correctly. Our site is hosted on Squarespace, which uses some necessary cookies for its operation.

  • Analytics Cookies (Google Analytics): These help us understand visitor behaviour by collecting anonymous information about which pages are visited and how users interact with the site.

  • Marketing Cookies (Facebook Pixel): This allows us to measure the effectiveness of our advertising on Facebook and to deliver more relevant ads to you.

When you first visit our website, we will ask for your consent to use non-essential analytics and marketing cookies. You can manage your cookie preferences at any time.

7. Data Security and International Transfers

We are committed to keeping your data secure. We use technical and organisational measures, such as SSL encryption on our website, to protect your information against unauthorised access, loss, or destruction.

Some of our third-party service providers are based outside the UK. This means your data may be transferred internationally. Specifically:

Squarespace (Website Hosting): Our website is hosted by Squarespace, which may transfer and store data in the United States. Squarespace has certified its compliance with data protection frameworks to ensure your data is protected.

WhatsApp Business (Communication): When you communicate with us via WhatsApp, your data is processed by Meta (formerly Facebook) and may be transferred internationally.

Google Analytics & Facebook Pixel: These services are operated by Google and Meta, respectively, and may transfer data to the United States.

In all such cases, we ensure that any data transfer is subject to appropriate safeguards as required by UK law.

8. Data Retention

We will only keep your personal data for as long as is necessary for the purpose for which it was collected.

Service & Transaction Data: We will retain your booking and payment records for seven years after the service is completed to comply with our tax and accounting obligations.

Marketing Data: We will keep your information for marketing purposes until you withdraw your consent.

9. Your Data Protection Rights

You have the following rights regarding your personal data:

  • The right to be informed: To know how we are using your data (which is the purpose of this policy).

  • The right of access: To request a copy of the personal data we hold about you.

  • The right to rectification: To have any inaccurate personal data corrected.

  • The right to erasure: To request that we delete your personal data (though this is subject to our legal and accounting retention requirements).

  • The right to restrict processing: To limit how we use your data in certain circumstances.

  • The right to data portability: To receive your data in a portable format.

  • The right to object: To object to the processing of your data for certain purposes (like direct marketing).

To exercise any of these rights, please contact us at enquiries@thecarconcierge.co.uk. We will respond to your request within one month.

10. Complaints

We take your privacy seriously. If you have any concerns or complaints about how we handle your data, please contact us first at enquiries@thecarconcierge.co.uk so we can try to resolve the issue.

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator. You can do so at: https://ico.org.uk/make-a-complaint/.

11. Changes to This Privacy Policy

We may update this policy from time to time to reflect changes in our business practices or for legal reasons. Any changes will be posted on this page, and where appropriate, notified to you by email. We encourage you to review this policy periodically.