Last updated: 19 May 2026
This Privacy Policy explains how Excellent Cabs Ltd collects, uses, stores and shares personal information when you use our taxi/private hire booking services, website, customer app, driver app, telephone booking service or booking system.
Name: Excellent Cabs Ltd
Address: 63 Bradley Drive, Grantham, NG31 7WN
Phone: 01476 367367
Email: info@excellentcabs.co.uk
ICO Registration Number: ZB692743
If you have any questions about this Privacy Policy or how your personal information is used, please contact us using the details above.
We may collect and process the following types of personal information, depending on how you use our services.
We may collect your name, email address, phone number, password-protected account details, company name if provided, customer preferences, preferred vehicle type, default passenger count and saved favourite places.
We may collect pickup and dropoff addresses, saved favourite places, pickup date and time, passenger count, vehicle type, journey notes, special requirements, distance, estimated duration, fare information, booking status, assigned driver, journey history, waiting time, cancellation records, no-show records and completion records.
We may collect login/session information, device information, browser information, app information, IP address, basic security logs, API tokens used to keep you logged in securely, error logs and system activity needed to keep the service working.
We may collect payment method type, payment status, transaction references, checkout references and payment provider references from services such as Stripe or SumUp.
We do not intentionally store your full card number or card security code in our ECABS system. Card payments are handled by the relevant payment provider.
If you use our customer app, driver app or booking system, we may collect location information where needed to support booking, driver dispatch, route calculation, estimated arrival times and journey tracking.
Customer location may be used to detect your pickup location if you allow location permission. Driver location may be used to show driver availability, support live journey progress, help admins manage bookings and provide estimated arrival information.
You can control location permissions through your device settings. Some booking or tracking features may not work correctly if location permission is disabled.
Some vehicles used for Excellent Cabs Ltd journeys may be fitted with in-vehicle camera systems, dash cameras or CCTV equipment. These systems may record images and, in some vehicles, audio.
Camera and audio recordings may include passengers, drivers, conversations, incidents, accidents, complaints or vehicle surroundings.
These recordings may be used for safety, security, incident investigation, insurance claims, complaint handling, legal matters, licensing matters, safeguarding concerns or law enforcement purposes.
Audio recording is more privacy-sensitive than video. Where audio recording is used, it is used only where there is a clear safety, security, incident, legal or operational reason.
Passengers should be informed by clear vehicle signage where CCTV and/or audio recording is in use.
Most of the personal information we process is provided directly by you when you:
create an account or update your profile;
make, change, cancel or complete a booking;
contact us by phone, email, website, app or another communication method;
save favourite places or booking preferences;
use the customer app, driver app or booking system;
make a payment or request a refund.
We may also receive information from drivers, admin users, payment providers, app systems, website systems, camera systems or other service providers involved in operating our business.
We use your personal information to operate and improve our taxi/private hire services.
We may use your information to:
create and manage customer accounts;
create, confirm, assign, update and complete bookings;
calculate fares, routes, distance, journey time and vehicle options;
send booking information to drivers so they can complete journeys;
contact you about bookings, delays, cancellations, payments, lost property or customer support;
process or record payments, refunds, account charges and invoices;
manage customer favourite places and booking preferences;
support driver dispatch and live journey tracking;
manage safety, fraud prevention, system security and misuse prevention;
investigate complaints, incidents, accidents, damage or disputes;
support insurance claims, legal matters, licensing matters or official investigations;
keep business, tax, accounting, licensing and operational records;
improve our website, app, booking flow and customer service.
We do not sell customer personal information.
Under the UK General Data Protection Regulation, we must have a lawful basis for using personal information.
The lawful bases we may rely on include:
We use personal information where it is necessary to provide taxi/private hire booking services requested by you. This includes creating bookings, managing journeys, assigning drivers, processing booking details and contacting you about your journey.
We may use and keep information where required for tax, accounting, licensing, regulatory, legal or official record-keeping purposes.
We may use information where it is necessary for our legitimate business interests, such as running our taxi/private hire service, managing customer support, improving our systems, preventing fraud, protecting passengers and drivers, investigating complaints, handling incidents, using CCTV/dashcam systems for safety and protecting our business.
We may rely on consent where required, for example for optional location permissions, optional marketing communications or other features that require your permission.
You can withdraw consent where we rely on it, but some services may not work properly without certain information or permissions.
We may share personal information where needed to provide our services or meet legal obligations.
We may share information with:
Drivers: booking details needed to complete the journey, such as pickup and dropoff details, passenger/contact details and journey notes.
Payment providers: payment and transaction details for card or online payments, including Stripe, SumUp or other payment processors.
IT and hosting providers: systems used to operate ECABS, our website, app, email, backups, maps, route calculation or technical support.
Account customers: invoice or journey details where bookings are made under an approved account.
Professional advisers: accountants, legal advisers or insurers where needed.
Authorities: police, licensing authorities, courts, tax authorities, regulators or other authorities where required by law or legitimate request.
Insurers and incident handlers: camera, dashcam or audio recordings may be shared where necessary for accidents, claims, disputes, complaints, safety investigations, legal matters or insurance purposes.
We do not sell or share personal data for marketing purposes.
Some vehicles used for Excellent Cabs Ltd journeys may have dash cameras, CCTV or in-vehicle camera systems installed.
These systems may record video and, in some vehicles, audio.
The purpose of using camera and audio systems is to help protect passengers, drivers, vehicles and the business.
Recordings may be used to:
support passenger and driver safety;
prevent, investigate or evidence incidents;
investigate complaints, accidents, abusive behaviour, threats, damage or crime;
assist with insurance claims or disputes;
support safeguarding concerns;
respond to lawful requests from police, licensing authorities, courts or other authorised bodies;
protect company vehicles, drivers, passengers and property.
Access to recordings is restricted. Recordings may only be viewed or shared where necessary for safety, complaint handling, insurance, legal, licensing or law enforcement purposes.
Recordings are not used for entertainment, public sharing or social media.
Where there is no incident, complaint, accident, insurance matter, legal request or safeguarding concern, recordings should normally be overwritten or deleted automatically by the camera system after a limited period.
Where a recording is needed for an incident, complaint, insurance claim, legal matter, licensing matter or official investigation, it may be kept for longer while that matter is handled.
Your information is stored securely using our booking system, website, app systems, database systems, payment providers and business records.
We take reasonable steps to protect personal information against unauthorised access, loss, misuse or alteration.
Security measures may include password-protected accounts, role-based access for customer, driver and admin users, secure payment processing through payment providers, restricted access to admin systems and technical measures to protect our systems.
No website, app or internet-based system can be guaranteed to be completely secure, but we work to reduce risk and protect the information we hold.
We keep personal information only for as long as needed for the purposes described in this Privacy Policy.
This may include booking operation, customer support, accounting, tax, licensing, safety, legal, insurance, dispute handling and business record purposes.
In general:
customer account information is usually kept while your account remains active;
booking and payment records may be kept for business, tax, accounting, licensing and legal record purposes;
technical logs are usually kept for a shorter period unless needed for security, troubleshooting or investigation;
camera and audio recordings are normally overwritten or deleted after a limited period unless needed for an incident, complaint, accident, insurance claim, legal matter, licensing matter or official investigation;
if you ask us to delete information, some records may still need to be kept where required by law or for legitimate business reasons.
Our website or booking system may use cookies or similar technology to keep you logged in, remember session information, improve security and support booking functionality.
Essential cookies may be needed for login, security and booking functions.
Analytics or marketing cookies, if used in the future, should only be used where properly configured and, where required, with consent.
You can control some cookies through your browser settings, but blocking necessary cookies may stop parts of the service working correctly.
Under data protection law, you have rights including:
You have the right to ask us for copies of personal information we hold about you.
You have the right to ask us to correct personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
You have the right to ask us to erase your personal information in certain circumstances.
You have the right to ask us to restrict the processing of your personal information in certain circumstances.
You have the right to object to the processing of your personal information in certain circumstances, including direct marketing.
You have the right to ask that we transfer certain personal information you gave us to another organisation, or to you, in certain circumstances.
Where we rely on consent, you have the right to withdraw your consent at any time.
You are not required to pay any charge for exercising your rights. If you make a request, we normally have one month to respond to you.
To exercise your rights, please contact us at:
Email: info@excellentcabs.co.uk
Phone: 01476 367367
We may need to verify your identity before responding to a request.
You also have the right to complain to the UK Information Commissioner’s Office if you are unhappy with how your personal information is used.
Our booking services are intended to be used by adults or by people with appropriate permission.
If a booking is made for a child or vulnerable passenger, the person making the booking is responsible for providing accurate information and ensuring suitable travel arrangements.
If you believe a child has provided personal information without appropriate permission, please contact us.
We may update this Privacy Policy from time to time. The latest version will be shown on our website.
If we make significant changes, we may take reasonable steps to bring them to your attention.
For privacy questions, data requests or concerns, please contact:
Excellent Cabs Ltd
Address: 63 Bradley Drive, Grantham, NG31 7WN
Phone: 01476 367367
Email: info@excellentcabs.co.uk
ICO Registration Number: ZB692743
Date: 19 May 2026