This policy explains how Phoenix Private Hire Ltd uses personal information when you use our website, passenger app or booking services.
Phoenix Private Hire Ltd is the data controller for our customer and booking information. We are registered in England and Wales under company number 14226855. Our registered office is Unit 16 The Old Brewery Yard, Kilton Road, Worksop, S80 2DE.
For privacy questions or requests, email enquiries@phoenix-privatehire.co.uk, call 01909 767777, or write to the address above.
We receive information from you, from someone booking on your behalf, from drivers and dispatch staff handling your journey, and from providers confirming payments or delivering our services. Please only provide another person’s information where you are authorised to do so, and let them know about this policy.
With your device permission, the passenger app uses your location to help identify your pickup point and show nearby services. Addresses and coordinates you select are used to arrange and manage your booking. You can change location permissions in your phone’s settings and enter an address manually if you do not want to share your device location.
The app can request permission to send notifications, including driver arrival and booking updates. You can manage notification permissions in your device settings. Disabling them may mean you miss an update; necessary booking communications may also be sent by text, email or phone.
We use account, contact, booking and payment information to create and manage your account, provide quotes, arrange journeys, take payments, issue refunds and send service updates. Our legal basis is performing our contract with you, or taking steps you request before a booking.
We also use relevant information for our legitimate interests in keeping the service secure, preventing fraud and misuse, resolving complaints, diagnosing faults and improving reliability. We balance those interests against your rights. Where a legal obligation applies, we use the records needed to meet it, including applicable accounting, tax and licensing requirements.
Where we rely on consent, including for optional device access or marketing that requires consent, you can withdraw it at any time. Withdrawal does not affect processing that was lawful before you withdrew consent. We do not treat accepting this policy as consent to marketing. You can opt out of marketing using the message’s unsubscribe option or by contacting us.
We need certain contact, journey and payment details to fulfil a booking. If you do not provide them, we may be unable to offer the relevant service. Optional permissions and preferences are not a condition of using unrelated features.
We share the information needed for your journey with the driver and staff arranging it, such as your pickup, destination, contact details and relevant booking instructions.
We use providers for booking and dispatch technology, hosting, customer communications, maps, payment processing and technical support. These include the CAB-X booking platform, Stripe for in-app card payments, and Google services for maps, Firebase notifications and crash reporting. Providers receive information relevant to the service they supply; payment and mapping providers may also process information under their own privacy policies.
We may share relevant records with professional advisers, insurers, licensing authorities, law-enforcement bodies or other recipients where legally required or necessary to establish or defend legal claims.
Some technology providers may process information outside the UK. Where this involves a restricted international transfer, data protection law requires an appropriate basis, such as an adequacy decision or approved contractual safeguards. Contact us for information about the providers, destinations and safeguards relevant to your data.
We use technical and organisational measures intended to protect personal information and limit access to people who need it for their work. No internet service can guarantee absolute security. Keep your account verification codes private and contact us if you suspect misuse.
We keep information for as long as needed for the purpose it was collected. This depends on whether your account or booking is active, applicable tax and licensing requirements, and whether a payment, complaint, fraud investigation or legal claim remains unresolved. Information no longer needed should be deleted or anonymised. You can contact us about the records we hold and their retention.
You can request deletion in the Phoenix Private Hire app under Account → Privacy & legal → Delete account.
You can also request deletion without the app by emailing enquiries@phoenix-privatehire.co.uk with the subject Phoenix Private Hire app account deletion. Include the phone number or email address associated with your account so we can locate it. Do not send passwords, verification codes or full card details. We may ask for reasonable verification before acting.
Account deletion removes account access, contact details, saved places and notification registration from the active passenger account. It does not necessarily erase all historic booking, payment or support records: relevant records may need to remain for the purposes described above. Contact us if you also want to request erasure of other personal information. Please deal with any active booking separately, as deleting your account does not cancel a journey.
Depending on the circumstances, you can ask for access to your personal information, correction of inaccurate information, erasure, restriction of use, or a portable copy of information you supplied. You can also withdraw consent where consent is our legal basis.
You can object to processing based on legitimate interests, and you can object to direct marketing at any time.
Contact us using the details above to exercise your rights. Requests are normally free and we normally respond within one month, subject to lawful extensions or exceptions. We will explain any applicable limitation and only ask for identification where reasonably needed.
You can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113. You may contact us first, but you do not have to do so before approaching the ICO.
Our website uses cookies and similar technologies, including those used for essential site functions and website analytics. Consent is required for non-essential technologies unless a legal exemption applies; simply browsing the website does not constitute consent. You can manage cookies through your browser and any cookie controls provided on the website. Blocking essential storage may affect some features.
The passenger app also stores information on your device to keep you signed in and remember settings, saved preferences and recent searches. Device permissions can be managed through your phone’s settings. Removing the app does not by itself request deletion of your account.
We may update this policy when our services or data practices change. The current version will be available on this page, and we will provide further notice of material changes where required.
Last updated: 29 September 2026.
