Privacy Policy for Imperial Ride

At Imperial Ride, accessible from www.imperialride.com, one of our main priorities is the privacy of our visitors. This Privacy Policy document contains types of information that is collected and recorded by Imperial Ride and When you register for an Account.

If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us.

This Privacy Policy applies only to our online activities and is valid for visitors to our website with regards to the information that they shared and/or collect in Imperial Ride. This policy is not applicable to any information collected offline or via channels other than this website.

Consent

By using our website, you hereby consent to our Privacy Policy and agree to its terms.

Information we collect

The personal information that you are asked to provide and the reasons why you are asked to provide it will be made clear to you at the point we ask you to provide your personal information.

If you contact us directly, we may receive additional information about you, such as your name, email address, phone number, the contents of the message and/or attachments you may send us, and any other information you may choose to provide.

When you register for an Account, we may ask for your contact information, including your name, company name, address, email address, and telephone number.

When you use our services or interact with our website, we may collect the following information:

• Personal Information:
• Name
• Contact information (address, email, phone number)
• Payment information (credit/debit card details)
• Booking preferences (pick-up and drop-off locations, date and time, vehicle preferences)
• Usage Data:
• Information about your interactions with our website and services, such as your IP address, browser type, and browsing activity.

How We Use Your Information

We use your information for the following purposes:

• Providing our services: To book and manage your chauffeur rides, communicate with you about your bookings, and provide customer support.
• Improving our services: To analyze your usage data and preferences to enhance our services and offer personalized recommendations.
• Marketing and communications: To send you promotional offers, newsletters, and updates about our services. You can opt out of these communications at any time.  
• Compliance with legal requirements: To comply with applicable laws and regulations, such as Transport for London licensing requirements.

Sharing Your Information

We may share your personal information with:

Our trusted service providers: We may share your information with third-party service providers who assist us in providing our services, such as payment processors, customer support providers, and marketing agencies.  

Law enforcement agencies: We may be required to share your information with law enforcement authorities if necessary to comply with legal obligations or protect public safety.

Your Rights

You have certain rights regarding your personal data, including:

• Access: You have the right to request access to the personal data we hold about you.
• Rectification: You have the right to request the rectification of inaccurate personal data.
• Erasure: You have the right to request the erasure of your personal data under certain circumstances.
• Restriction of processing: You have the right to request the restriction of processing of your personal data under certain circumstances.  
• Data portability: You have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit it to another controller.  
• Object to processing: You have the right to object to the processing of your personal data on grounds relating to your particular situation.

Cookies and Web Beacons

Like any other website, Imperial Ride uses 'cookies'. These cookies are used to store information, including visitors' preferences and the pages on the website that the visitor accessed or visited. The information is used to optimize the users' experience by customizing our web page content based on visitors' browser type and/or other information.

Third Party Privacy Policies

Imperial Ride's Privacy Policy does not apply to other advertisers or websites. Thus, we are advising you to consult the respective Privacy Policies of these third-party ad servers for more detailed information. It may include their practices and instructions about opting out of certain options. You may find a complete list of these Privacy Policies and their links here: Privacy Policy Links.

You can choose to disable cookies through your individual browser options. More detailed information about cookie management with specific web browsers can be found on the browsers' respective websites.

Data Retention Policy

Imperial Ride will retain user data for as long as necessary to fulfil the purposes outlined in our Privacy Policy. This includes:

• Booking and service history: We will retain information related to your bookings and service history for a reasonable period to provide customer support and improve our services.
• Payment information: Payment information will be retained for a period required by applicable law or for the purpose of processing refunds or resolving disputes.
• Usage data: Usage data, such as your IP address and browsing history, may be retained for a limited period for analytical purposes.

We may delete user data earlier than the retention periods specified above if required by law or if we no longer need it for the purposes for which it was collected.

Contact Form Disclosure

By submitting inquiries through our contact forms, you consent to the collection and use of your personal information as described in our Privacy Policy. This information may include your name, email address, phone number, and the content of your message. We will use this information to respond to your inquiries and provide customer support.

Children's Information

Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and monitor and guide their online activity.

Imperial Ride does not knowingly collect any Personal Identifiable Information from children under the age of 13. Suppose you think that your child provided this kind of information on our website. In that case, we strongly encourage you to contact us immediately, and we will do our best efforts to remove such information from our records promptly.

Security

Imperial Ride is committed to protecting the security of your personal information. We adhere to industry standards for data security and implement the following measures:

• Two-factor authentication: We require two-factor authentication for access to our email accounts, providing an extra layer of security.
• Encrypted cloud storage: Sensitive files are stored on encrypted cloud servers, ensuring that they remain confidential and protected from unauthorized access.
• Password-protected devices: Our office computers are password-protected, and our dispatch software uses secure encryption to protect customer data.
• Secure payment processing: We use third-party payment services like Stripe to handle payment processing, ensuring that your payment card information is securely transmitted and stored.

We regularly review and update our security measures to protect your data against unauthorized access, disclosure, alteration, or destruction.

GDPR Data Protection Rights

We would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:

The right to access – You have the right to request copies of your personal data. We may charge you a small fee for this service.

The right to rectification – You have the right to request that we correct any information you believe is inaccurate. You also have the right to request that we complete the information you believe is incomplete.

The right to erasure – You have the right to request that we erase your personal data, under certain conditions.

The right to restrict processing – You have the right to request that we restrict the processing of your personal data, under certain conditions.

The right to object to processing – You have the right to object to our processing of your personal data, under certain conditions.

The right to data portability – You have the right to request that we transfer the data that we have collected to another organization, or directly to you, under certain conditions.

If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us.

We use Hotjar in order to better understand our user's needs and to optimize this service and experience. Hotjar is a technology service that helps us better understand our user's experience (e.g. how much time they spend on which pages, which links they choose to click, what users do and dont like, etc.) and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on user behaviour and devices. This includes a device's IP address (processed during your session and stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. Hotjar stores this information on our behalf in a pseudonymized user profile. Hotjar is contractually forbidden to sell any data collected on our behalf.

For further details, please see the ‘About Hotjar’ section of Hotjar’s support site.

OTHER POLICIES

CHAUFFEUR DISPATCHING SYSTEM

We use an advanced dispatch software system called Taxi Base Management System (TBMS), provided by an independent company, to manage all aspects of booking administration. The process is as follows:

1. Booking Receipt:
   All bookings are received electronically via our system. Customers can make bookings through our website (imperialride.com), by emailing us at info@imperialride.com, or by calling our customer service line at 020 8090 4926. Currently, we don’t have a passenger booking app.
2. Data Entry:
   Once the booking details are received, we enter the relevant information into the TBMS dispatch system. This includes the customer's name, contact number, pickup location, drop-off location, flight number (if applicable), additional comments, and the fare.
3. Allocation of Vehicles and Drivers:
   The TBMS system also allows us to maintain and monitor the documents of both drivers and vehicles. The system has options to categorize drivers as active or inactive based on the validity of their documents. Drivers whose documents have expired are automatically moved to inactive status. We select drivers from the active list, ensuring that only those with valid and up-to-date documents stored in the system are dispatched for jobs.
4. Dispatching and Logging:
   TBMS allows us to create a user account for every controller who dispatches jobs. This feature ensures that every action taken by a controller is logged under their name, including the dispatch of jobs to drivers. Once a driver receives the booking details via the TBMS driver app, they have the option to update their status by pressing buttons such as "On Route," "Arrived," "Passenger on Board," and "Completed." Each of these actions creates a log with the GPS location in the TBMS dispatch software, which can be retrieved from the logs section of the software.
5. Customer Notification:
   Once the job has been dispatched to the driver, we electronically send the customer the driver’s details and picture along with the vehicle details via email and SMS. This ensures the customer knows who to expect and the vehicle that will be arriving.
6. Data Storage:
   All booking details are securely stored on the servers of TBMS, the independent company providing our dispatch software. We do not store any booking data on our own computers.

 IMPERIAL RIDE POLICY ON EMPLOYING EX-OFFENDERS

Introduction
Imperial Ride is committed to promoting equality of opportunity for all, including individuals with criminal records. We recognise the value that ex-offenders can bring to the workforce and are committed to providing them with a fair chance at employment. Our policy outlines our approach to employing ex-offenders in a manner that is fair, transparent, and compliant with legal obligations.

Legal Framework
Our policy is designed to comply with the Rehabilitation of Offenders Act 1974, the Data Protection Act 2018, and the General Data Protection Regulation (GDPR). We adhere to these regulations to ensure that ex-offenders are treated fairly during the recruitment process, with their rights protected.

Disclosure of Criminal Records
As part of our recruitment process, all applicants are required to disclose any unspent convictions. For certain roles, where legally required, we may also conduct a Disclosure and Barring Service (DBS) check to identify any spent and unspent convictions, cautions, reprimands, or warnings.

Assessment of Ex-Offenders
When an applicant's criminal record is disclosed or identified through a DBS check, Imperial Ride will assess the following:

1. Relevance of the Offense:
   We will consider the nature of the offense, its relevance to the role, the time elapsed since the offense, and the circumstances surrounding it.
2. Risk Assessment:
   A comprehensive risk assessment will be conducted to evaluate any potential risks associated with hiring the individual, particularly in relation to the safety of our clients, employees, and the public.
3. Applicant Discussion:
   The applicant will be given the opportunity to discuss their criminal record during the recruitment process. This discussion will be treated with confidentiality and respect, allowing the applicant to provide context and demonstrate their suitability for the role.
4. References and Employment History:
   We will carefully review references and employment history to build a complete picture of the applicant’s background and character.
5. Final Decision:
   The decision to employ an ex-offender will be made by senior management after considering all relevant information. The decision will be documented, including the rationale behind it.

Exempt Positions
Certain roles within Imperial Ride may be exempt from employing ex-offenders due to legal or regulatory requirements, particularly where the role involves a high level of trust or access to sensitive information. In such cases, we will make decisions based on the specific requirements of the role.

ONGOING SUPPORT FOR EX-OFFENDERS

For ex-offenders who are employed, Imperial Ride is committed to providing ongoing support and monitoring to ensure their successful integration into the workplace:

1. Regular Check-Ins:
   We conduct regular check-ins with the employee to discuss progress, address any concerns, and offer support as needed.
2. Training and Development:
   We provide opportunities for training and development to help the employee build skills and advance in their career.
3. Confidentiality:
   We ensure that the employee’s criminal record is not disclosed to others in the workplace, except on a need-to-know basis.

Data Protection and Confidentiality
All information regarding an applicant’s criminal record will be treated with the strictest confidentiality and stored securely in compliance with GDPR and the Data Protection Act 2018. Access to this information will be restricted to authorized personnel involved in the recruitment process.

Appeals Process
Applicants who believe they have been unfairly treated due to their criminal record can appeal the decision. Appeals will be reviewed by senior management, and the outcome will be communicated to the applicant in writing.

Policy Review
Imperial Ride will review this policy annually or more frequently as necessary to ensure it remains in line with current legislation and best practices. Any updates to the policy will be communicated to employees and made available on our website.

Communication
This policy is available to all employees and job applicants. It is also accessible to the public via our website. We aim to ensure that all candidates are aware of our commitment to fair and non-discriminatory recruitment practices.

Contact Information
For any questions regarding this policy, please contact our HR department at info@imperialride.com or call us at 020 8090 4926.

Our fare calculation system is designed to provide accurate and transparent pricing to our customers before the start of each journey. The process is as follows:

Fare Structure:

• Fixed Rates:
  For certain journeys, such as airport transfers or specific routes, we offer fixed rates. These rates are pre-determined based on the distance, route, and time of day. The fixed rates are clearly displayed on our website and are provided to the customer at the time of booking.
• Per Mile Pricing:
  For other journeys, we calculate fares based on a specific formula to ensure fairness and accuracy. The formula is as follows:
• Base Fare: Covers the first 12.42 miles (20 km) of the journey.
• Per Mile Charge: An additional charge is applied for each mile beyond the base fare distance.
• Out of Social Hours: An additional charge is applied for journeys that occur during out-of-social hours, typically late at night or early in the morning.
• All-Inclusive Pricing:
  Our pricing is all-inclusive, covering VAT, parking fees, and congestion charges, ensuring that customers are not surprised by any hidden costs.
• Vehicle Type:
  We offer different types of vehicles, such as executive and luxury options. Each vehicle type has its own fare structure, which is clearly communicated to the customer during the booking process.

Online Fare Calculation System:

• Our website features an advanced fare calculation system that takes into account all relevant factors (distance, vehicle type, time of day, etc.) to provide an accurate fare estimate before the customer confirms their booking.
• The system calculates the fare based on the inputted pickup and drop-off locations, and customers can view the estimated fare in real-time before proceeding with the booking.
• All pricing information, including any additional fees or surcharges, is transparently displayed to ensure there are no hidden costs.

Customer Communication:

• Once the fare is calculated, it is clearly communicated to the customer via the booking confirmation page and email. This ensures that the customer is fully aware of the cost before the journey begins.
• Any changes to the fare due to unforeseen circumstances (e.g., a change in the route or additional stops requested by the customer) are communicated immediately, with the customer’s approval required for any adjustments.

 VOICE CONTACT REQUIREMENT

At Imperial Ride, we fully comply with the Voice Contact Requirement (VCR) as set out by Transport for London (TfL). Our policy ensures that a live person is always available for passengers to speak with during operating hours and throughout the duration of any journey. This service is crucial in providing real-time assistance for passengers who wish to make a complaint, discuss any aspect of their booking, or address any concerns that may arise during their journey.

Availability of Human Agents:

• Operating Hours:
  During our operating hours, we guarantee that a human agent is available at our operating centre to handle calls from passengers. Whether a passenger has a complaint, a concern about their booking, or requires assistance with any other matter, they can speak directly to a real person.
• During Journeys:
  We also ensure that a human agent is available while any journey is being undertaken. This means that passengers can reach out for immediate support or to resolve issues, such as disputes or concerns about lost property.

Purpose of the VCR:
The VCR is designed to ensure that passengers can quickly and easily communicate any relevant concerns, allowing us to respond as swiftly as possible. This real-time communication helps in resolving issues more effectively than through less immediate forms of communication, such as email.

Extended Access:
In the interest of public safety, we also make this voice contact service available to other relevant individuals, including drivers, parents, or carers. This ensures that they can reach the operator in case of emergencies or when they need to discuss any issues related to the service.

COMMUNICATION WITH CUSTOMERS:

• Customer Communication:
  We share our VCR details with customers through multiple channels:
• Booking Confirmation: VCR details are included in the booking confirmation email sent to the customer.
• Driver Details Email: When sending the driver details to the customer, we also include VCR information.
• Email Footer: Our full company details, including VCR information, are provided in the footer of each email communication.
• Text Messages: We also have the facility to send text messages to customers, which include all forms of contact information.
• Missed Call Alerts:
  For unforeseen reasons, if a call is missed, we have set up a missed call email alert system. This system sends an email notification to our official email address (info@imperialride.com) whenever a call goes unanswered, ensuring that our office controllers are immediately informed and can follow up with the passenger promptly.

MONITORING AND COMPLIANCE:

We are aware that TfL may monitor compliance with the VCR through passenger complaints and mystery shopping exercises. We are committed to adhering to all requirements set forth by TfL and will cooperate fully with any compliance checks or investigations.

By adhering to the Voice Contact Requirement, Imperial Ride ensures that passengers have the ability to speak directly with a human agent whenever necessary, providing them with reassurance and immediate support during their journey.

ICO and GDPR REGULATIONS

At Imperial Ride, we adhere to strict data security measures to ensure compliance with ICO and GDPR regulations:

• Two-Layer Security:
  Our emails and Dropbox accounts are secured with two-factor authentication via Google/Microsoft authentication or text message.
• Encrypted Cloud Storage:
  We do not store sensitive files on office PCs. Instead, we use encrypted Dropbox for secure cloud storage, accessible only by authorized personnel.
• Physical Document Security:
  Important customer documents are stored in a secure, locked safe under my desk, located in front of the main door, with access limited to authorized staff.
• PC Security:
  We have two PCs in our office, both of which are password-protected to prevent unauthorized access.
• Dispatch Software Log System:
  Our dispatch software requires individual logins and passwords for each user, creating a log of every action taken within the system.
• Payment Security:
  We do not use physical card machines in our office. Payments are processed either through bank transfers or Stripe payment links. All payment data is stored securely on Stripe's website, which also employs two-layer security for login. We do not copy or store any payment details, except for the payment reference number in our dispatch software.
• Driver Document Management:
  We do not keep physical copies of driver documents in the office. Instead, all driver documents are securely uploaded and stored within our dispatch software, ensuring easy access and compliance with data protection regulations.
• Data Encryption and Password Protection:
  All digital data is encrypted, and company devices are password-protected.
• Incident Response Plan:
  We have an incident response plan in place to address security breaches, including prompt notifications to authorities and affected individuals.

These measures ensure that we handle data securely and responsibly, fully complying with ICO and GDPR guidelines.

Changes to this Privacy Policy

We reserve the right to update or modify this Privacy Policy at any time. Any significant changes will be communicated through our website or directly to you where necessary. We encourage you to review this policy periodically to stay informed about how we are protecting your personal information. For any questions or concerns regarding this Privacy Policy, please contact us via email at info@imperialride.com or by phone at +44(0)20 8090 4926.