Privacy policy.

Oxon Transport Services Ltd t/a Royal Cars – October 2026

This policy explains how we use your personal data when you book a journey with us, call us, use our website or app, or contact us about a complaint or lost property. We follow the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR).

Who we are

Oxon Transport Services Ltd t/a Royal Cars is the controller of your personal data. We are a private hire operator licensed by Oxford City Council.

• Trading address: Unit 1 Isis Business Centre, Pony Road, Cowley, Oxford OX4 2RD
• Registered office: The Old Chapel, Union Way, Witney, OX28 6HD
• Company number: 07214828
• ICO registration number: Z6876894

Data protection contact: Operations Manager 01865 777333, administrator@royal-cars.com, or by post to our trading address.

What we collect

• Your name, phone number and email (if given)
• Pick-up and drop-off addresses and journey times
• Payment details (handled by our payment providers)
• Notes you give us, for example accessibility needs
• Call recordings
• Any complaint or lost-property details
• For children or adults travelling alone, the responsible adult’s contact details

If someone else books for you (for example a parent, school, employer or account client), we get your details from them. From our website and app: the details you enter in our contact or booking forms, and technical information such as your IP address, browser type, device and operating system, and how you use the site (see Cookies below). We use the iCabbi passenger app.

Why we use it and our lawful basis

• To take and carry out your booking (contract).
• To keep the booking records Oxford City Council requires us to keep for at least 12 months (legal obligation).
• To keep financial and tax records (legal obligation).
• To handle complaints, lost property, safety and training, and to prevent fraud (legitimate interests).
• To answer messages you send through our website (legitimate interests, or contract if it is about a booking).
• To send occasional promotional app notifications to customers who use our app (legitimate interests – you can object at any time).
• To keep our website secure and working (legitimate interests), and, only if you agree, to understand how it is used (consent).
• To send newsletter emails to people who sign up (consent).
• We use CCTV in our company-owned vehicles to keep passengers and drivers safe, prevent crime and deal with incidents and claims (legitimate interests). See our CCTV Policy.

We record calls for training, quality, safety and resolving disputes (legitimate interests). We use any health or accessibility details you give us only to arrange suitable transport, with your consent. You can withdraw your consent at any time by contacting us. We need your name, phone number and journey details to take your booking, and Oxford City Council’s licensing conditions require us to record them. Without them, we cannot accept the booking. We don’t send marketing texts. If you sign up on our website, we’ll send you occasional emails about Royal Cars news, service updates and our community work, based on your consent. Every email has an unsubscribe link. We also send occasional promotional messages by app notification to customers who use our app. You can turn these off at any time in your phone’s notification settings or by contacting us, and we’ll stop. You have an absolute right to object to marketing. We do not make decisions about you using only automated means.

Who we share it with

We share your details with the driver allocated to your journey, and with account clients or schools for journeys they book. Where needed, we also share them with Oxford City Council Licensing, the police and our insurers. We use iCabbi to take and manage bookings, and Adelante and Global Payments to process card payments. These companies handle your data only on our instructions and under contract with us. They do not use it for their own purposes. We also use providers for website hosting, telephone and call recording, accounting, and live chat (Smartsupp), on the same terms. We never sell your data.

Where your data is stored

Our booking and payment providers (iCabbi, Adelante and Global Payments) may store or process your data outside the UK, including in the EU, the United States, Canada, the Philippines and India. Where they do, appropriate safeguards are in place so your data is protected to UK standards. CCTV footage from our company-owned vehicles is held by our supplier, Samsara, on servers in the United States, protected by the ICO-approved UK Addendum to the EU Standard Contractual Clauses.

How long we keep it

• Booking records: 24 months after your journey (this includes the 12 months Oxford City Council requires)
• Call recordings: 18 months
• Data protection complaints: 3 years; other complaints and lost-property records: 18 months
• Financial and tax records: 6 years, as HMRC requires
• Website enquiries: 24 months
• CCTV footage: 14 days on the vehicle camera; clips uploaded to Samsara 28 days, unless needed for an incident, claim or police investigation.

We then delete them securely.

Lost property

Please keep your belongings with you. Lost property is held by the driver for up to 24 hours and is then handed in to St Aldates police station. We do not keep lost property in our offices after this time. If you would like a found item delivered to you, there may be a charge. We keep the details of lost-property reports for 18 months.

Cookies

Cookies are small files placed on your device when you visit our website. We use three types of cookie. Functional cookies keep the site secure and working (for example spam protection and remembering your cookie choices); we don’t need your consent for these. Statistics cookies (Google Analytics) and Marketing cookies (for example our Smartsupp live chat and Google Ads) are only set if you allow them in our cookie banner. You can change your choice at any time using the ‘Cookie settings’ link at the bottom of every page. Refusing them will not affect your use of the site. Full details, including a list of each cookie, are in our Cookie Policy. Our website may link to other websites. We are not responsible for how they use your data, so please read their privacy policies.

Your rights

You can:

• ask for a copy of your data (free of charge)
• ask us to correct or delete it
• object to or restrict its use, including objecting to us using it for our legitimate interests
• object to marketing, including our app notifications, at any time – this right is absolute, and we will stop
• withdraw consent you have given (for example, for newsletter emails, cookies or health details)
• in some cases, ask us to move it to another organisation

Contact us as above; we will reply within one month. When you ask for a copy of your data, we make reasonable and proportionate searches, and if we need ID or more details from you, the one-month time limit pauses until we receive them.

If our business changes hands

If all or part of our business is sold, your data may pass to the new owner, who may use it only for the same purposes. We will tell you before this happens.

Complaints

If you’re unhappy with how we’ve used your personal information, please complain to us first. Use our data protection complaint form, email administrator@royal-cars.com or call 01865 777333. We’ll acknowledge your complaint within 30 days, look into it without undue delay and keep you updated. If you’re still not satisfied, you can complain to the Information Commission (formerly the ICO): https://ico.org.uk/make-a-complaint/, 0303 123 1113.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page. Last updated: October 2026.

Further information

If you would like to know more please contact us at administrator@royal-cars.com, by telephone on 01865 777 333, or by post at Unit 1 Isis Business Centre, Pony Road, Cowley, Oxford, OX4 2RD. For more information about privacy, data protection and our terms and conditions, please visit the following: Cookie Policy Terms and Conditions