This policy explains what personal data Knole collects when you use knolecar.com or book a journey with us, why we use it, who we share it with and the rights you have under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Who is responsible for your data
The data controller is KNOLE CARS LIMITED, trading as Knole, a company registered in England and Wales with its registered office at 26 Amherst Close, Orpington, BR5 2HH, United Kingdom. For any question about this policy or your personal data, contact us at info@knolecar.com or on +44 7379 109914.
2. The data we collect
Information you give us
- Booking details: pick-up and drop-off addresses, date and time, vehicle class, number of passengers and pieces of luggage, flight number and any notes for your chauffeur.
- Contact details: the lead passenger’s name, e-mail address and mobile number.
- Guest details: if you book for someone else, their name, mobile number and (optionally) e-mail address. Please only share a guest’s details if they are happy for you to do so.
- Communications: messages you send us by e-mail or phone, including complaints and feedback.
- Marketing preference: whether you have asked to receive news and offers from us.
If you tell us about accessibility needs or other personal circumstances in the notes field, we use that information only to arrange your journey.
Payment information
Payments are handled by our payment provider, Stripe. Your full card details are entered on Stripe’s secure checkout page and are never seen or stored by us. Stripe shares with us limited information such as the payment status, the amount, your e-mail address and the last four digits and brand of your card.
Information collected automatically
- Address searches: the text you type into the pick-up and drop-off fields is sent to our address search service to suggest matching places.
- Technical data: like any website, our hosting provider and the services that deliver maps, fonts and exchange rates receive your IP address and basic browser information when your browser loads them.
- Browser storage: we store a few small items on your own device (for example your currency choice). These are described in our Cookie Policy. We do not use advertising cookies.
- Website analytics (only with your consent): if you accept analytics cookies, Google Analytics collects information about your visit — such as pages viewed, the steps of the booking you reached, the website or search that brought you here, your approximate location (city/country), device and browser — and Google provides aggregated audience reports (for example age range and interests). We do not send your name, contact details or addresses to Google Analytics.
3. How we use your data and our lawful bases
| Purpose | Lawful basis |
|---|---|
| Taking and managing your booking, arranging your chauffeur, tracking your flight, contacting you about your journey, sending booking e-mails | Performance of our contract with you |
| Taking payment, issuing refunds and preventing fraud | Performance of contract; our legitimate interest in preventing fraud |
| Passing a guest passenger’s details to the chauffeur | Our legitimate interest (and yours) in completing the journey you booked for them |
| Keeping accounting and tax records | Legal obligation |
| Handling complaints, claims and legal disputes | Our legitimate interest in defending our business |
| Improving our website and service | Our legitimate interest in running a good service |
| Answering business enquiries sent through our Knole for Business form (company, name, contact details, cities, expected volume, message) | Our legitimate interest in responding to enquiries and, where you go ahead, taking steps to enter into a contract with you |
| Website analytics with Google Analytics | Your consent (given on our cookie banner), which you can withdraw at any time through “Cookie settings” |
| Sending you news and offers by e-mail | Your consent, which you can withdraw at any time |
We do not sell your personal data, and we do not make decisions about you based solely on automated processing.
4. Who we share your data with
We share your data only where needed for the purposes above:
- Chauffeurs and partner operators who carry out your journey receive the details they need: passenger name, mobile number, pick-up and drop-off details, flight number and notes.
- Service providers who process data on our behalf, under contracts that require them to protect it:
| Provider | What they do | Location |
|---|---|---|
| Stripe | Card payments and fraud prevention | UK/EU and USA |
| Vercel | Website hosting and server functions | USA and EU |
| Resend | Sending booking e-mails | USA |
| Google (Workspace, Maps Platform, Fonts, Analytics) | Our e-mail, address search, website fonts and — with your consent — website analytics | USA and EU |
| OpenStreetMap / Nominatim, OSRM, OpenFreeMap | Backup address search, route calculation and map display | EU |
- Professional advisers (such as accountants, lawyers and insurers) where necessary.
- Authorities — the police, licensing authorities, tax authorities or courts — where we are legally required to, or to protect the safety of passengers and chauffeurs.
- A buyer of our business, if the business is sold, under the same protections.
5. International transfers
Some of our providers process data outside the UK, mainly in the USA and the EU. Where they do, the transfer is protected by UK adequacy regulations (for example for the EU, or for US companies certified under the UK Extension to the EU–US Data Privacy Framework) or by the UK International Data Transfer Agreement / Addendum to the EU Standard Contractual Clauses.
If your journey takes place in Turkey, we share the booking details with the chauffeur and operator there because this is necessary to perform the journey you have booked.
6. How long we keep your data
- Booking and payment records: 6 years after the end of the tax year in which the journey took place, as required for tax and accounting purposes and for possible claims.
- Complaint and correspondence records: up to 6 years after the matter is closed.
- Marketing preferences: until you unsubscribe or ask us to delete them (we keep a record that you have opted out so that we do not contact you again).
- Browser storage: on your device, for the periods described in our Cookie Policy.
7. Your rights
You have the right to:
- ask for a copy of the personal data we hold about you;
- ask us to correct inaccurate or incomplete data;
- ask us to delete your data (where we are not required to keep it);
- ask us to restrict how we use your data, or object to our use of it based on legitimate interests;
- receive data you provided to us in a portable format;
- withdraw your consent to marketing at any time — every marketing e-mail includes an unsubscribe link, or just tell us.
To exercise any of these rights, contact info@knolecar.com. We will respond within one month and will not normally charge a fee. We may need to confirm your identity first.
If you are unhappy with how we have handled your data, please contact us first. You also have the right to complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint, helpline 0303 123 1113.
8. Security
We use reputable providers with strong security, encrypted (HTTPS) connections throughout, and access to booking data only for those who need it to run your journey. Card payments are processed by Stripe, which is certified to PCI DSS Level 1. No system is completely secure, but we take appropriate steps to protect your data and will notify you and the ICO of any serious breach where the law requires us to.
9. Children
Our website and booking service are intended for adults. Bookings must be made by a person aged 18 or over. Children may of course travel as passengers on a booking made by an adult.
10. Changes to this policy
We may update this policy from time to time. The latest version will always be published on this page with the date it was last updated. If we make significant changes, we will tell you where appropriate.