Privacy policy
F&F Private Hire ("we", "us", "our") operates the F&F Ride passenger app and this website. We are committed to protecting your personal data and being transparent about how we use it. This policy explains what we collect, why we collect it, and your rights under UK data protection law (UK GDPR and the Data Protection Act 2018).
1. Who is responsible for your data?
The data controller for passenger services is F&F Private Hire. Booking, dispatch, and payment processing may be supported by our technology partner Dispatchly acting as a processor on our instructions.
Contact: support@ffprivatehire.co.uk
2. What data we collect
Depending on how you use our services, we may collect:
- Account details — name, phone number, email address, and profile preferences.
- Booking information — pickup and drop-off addresses, journey times, notes, vehicle type, and trip history.
- Location data — GPS coordinates for pickup, destination, and live trip tracking when you use the app.
- Payment data — payment method choice and transaction status. Card details are processed by Stripe; we do not store full card numbers.
- Communications — messages between you and your driver, support enquiries, and service notifications.
- Device data — app version, device type, push notification tokens, and crash/diagnostic logs to keep the service reliable.
- Corporate account data — company name and billing details if you apply for or use a business account.
3. How we use your data
We use personal data to:
- Provide private hire bookings, dispatch drivers, and fulfil your journeys.
- Show live tracking, ETAs, receipts, and trip history in the app.
- Process payments, refunds, and account billing where applicable.
- Send booking confirmations, driver updates, and important service messages (including push notifications and email).
- Verify your identity, prevent fraud, and keep passengers and drivers safe.
- Improve our apps, fares, and customer support.
- Meet legal, licensing, and regulatory obligations for private hire operations.
4. Legal bases for processing
We process personal data on one or more of the following bases:
- Contract — to provide the transport service you request.
- Legitimate interests — to operate safely, improve our service, and communicate about your booking.
- Legal obligation — where we must retain records for licensing, tax, or law enforcement requests.
- Consent — for optional marketing or where required for specific features (you may withdraw consent at any time).
5. Sharing your data
We may share data with:
- Assigned drivers — name, pickup/drop-off, and contact options needed to complete your trip.
- Dispatch & technology providers — including Dispatchly for booking management and Supabase for secure hosting.
- Payment processors — such as Stripe for card and wallet payments.
- Communications providers — for SMS, email, push notifications, and masked phone calls during active trips.
- Regulators or authorities — when required by law or to protect safety.
We do not sell your personal data.
6. International transfers
Some service providers may process data outside the UK. Where this occurs, we ensure appropriate safeguards are in place, such as UK adequacy regulations or standard contractual clauses approved for international transfers.
7. How long we keep data
We retain booking and payment records for as long as needed to provide the service, resolve disputes, and comply with legal and licensing requirements — typically up to seven years for financial records. Account data is deleted or anonymised when you delete your account, subject to retention we are legally required to maintain.
8. Your rights
Under UK GDPR you have the right to:
- Access the personal data we hold about you.
- Correct inaccurate data.
- Request erasure in certain circumstances.
- Restrict or object to processing in certain circumstances.
- Data portability where processing is based on consent or contract and automated.
- Withdraw consent where processing is based on consent.
- Lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
To exercise your rights, email support@ffprivatehire.co.uk. You can also delete your account from the F&F Ride app where that feature is available.
9. Cookies and website analytics
This website uses only essential cookies required for basic functionality. If we introduce analytics or marketing cookies in future, we will update this policy and request consent where required.
10. Children
Our services are not directed at children under 16. Bookings for minors should be made by a parent or guardian who accepts responsibility for the journey.
11. Changes to this policy
We may update this policy from time to time. Material changes will be posted on this page with an updated date. Continued use of the app after changes constitutes acceptance where permitted by law.
12. Contact
Questions about this policy:
support@ffprivatehire.co.uk