Privacy Policy
Inclusive Transport Options Ltd
Last updated: 21 January 2026
1. Introduction
Inclusive Transport Options Inc ("we", "us", "our") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and share your personal data when you use our website, contact us, or use our transport services.
We are the data controller for the personal data we process, which means we are responsible for deciding how we hold and use your personal information.
Our contact details:
Inclusive Transport Options Ltd
45 Fitzroy Street
4th Floor, Silverstream House,
Fitzrovia
London
W1T 6EB
Telephone: 0800 246 1119
Email: contact@inclusivetransportoptions.co.uk
Company Registration Number: 14869883
If you have any questions about this Privacy Policy or how we handle your personal data, please contact us using the details above.
2. What Personal Data We Collect
We may collect and process the following categories of personal data about you:
Identity and Contact Information This includes your name, address, email address, telephone number, and any other details you provide when making a booking or enquiry.
Booking and Service Information This includes journey details such as pick-up and drop-off locations, dates, times, and any specific requirements for your journey.
Health and Accessibility Information If you inform us of any medical conditions, disabilities, mobility requirements, or other accessibility needs to help us provide appropriate transport, we will collect this information. This is considered "special category data" under UK GDPR, and we will only process it with your explicit consent or where necessary to protect your vital interests.
Payment Information This includes payment card details, billing address, and transaction records. Payment card details are processed securely by our payment provider and are not stored by us.
Communications This includes records of correspondence if you contact us by phone, email, or through our website, including any feedback or complaints.
Technical and Website Usage Data This includes your IP address, browser type and version, device information, pages visited on our website, time spent on pages, and other diagnostic data collected through cookies and similar technologies.
3. How We Collect Your Personal Data
We collect personal data in the following ways:
Directly from you when you make a booking, submit an enquiry, complete a form on our website, speak to us on the telephone, or correspond with us by email or letter.
From third parties such as healthcare providers, local authorities, care homes, hospitals, or other organisations who arrange transport on your behalf, where you have authorised them to do so.
Automatically when you visit our website, through cookies and similar technologies. Please see Section 11 (Cookies) for more information.
4. Why We Use Your Personal Data
We use your personal data for the following purposes:
To provide our transport services We need your personal data to process and fulfil your bookings, arrange suitable vehicles and drivers, accommodate any accessibility requirements, and communicate with you about your journey.
To communicate with you We use your contact details to respond to enquiries, confirm bookings, provide updates about your journey, and notify you of any changes to our services.
To process payments We use your payment information to take payment for our services and maintain financial records.
To comply with legal obligations We are required to keep certain records for tax, accounting, and regulatory purposes.
To improve our services We may analyse information about how our services are used to improve our website, services, and customer experience.
To send you marketing communications With your consent, we may send you information about our services, special offers, or promotions that we think may interest you. You can opt out at any time.
To protect our business and users We may use your data to detect and prevent fraud, resolve disputes, and enforce our terms.
5. Lawful Basis for Processing
Under UK GDPR, we must have a lawful basis for processing your personal data. The bases we rely on are:
Contract Processing is necessary to fulfil our contract with you, for example to provide the transport services you have booked.
Consent Where you have given us clear consent to process your personal data for a specific purpose, such as sending you marketing communications or processing health and accessibility information. You may withdraw your consent at any time by contacting us.
Legal obligation Processing is necessary for us to comply with the law, for example maintaining financial records for tax purposes.
Legitimate interests Processing is necessary for our legitimate interests or those of a third party, provided your rights do not override those interests. Our legitimate interests include operating and improving our business, ensuring network and information security, and preventing fraud.
Vital interests In rare circumstances, we may process your data to protect your vital interests or those of another person, for example in a medical emergency during a journey.
Explicit consent for special category data Where we process health or accessibility information, we do so on the basis of your explicit consent, or where necessary to protect your vital interests.
6. Who We Share Your Personal Data With
We may share your personal data with the following categories of recipients:
Drivers and transport operators who provide the transport services you have booked, so they can carry out your journey and accommodate any specific requirements.
Payment service providers who process payments securely on our behalf.
IT and technology providers who provide hosting, maintenance, and support for our website and booking systems.
Local authorities, NHS bodies, clinical commissioning groups, and healthcare providers where they have commissioned or arranged transport on your behalf, or where we are required to report to them.
Professional advisers including accountants, auditors, and lawyers where necessary for the running of our business.
Regulatory and legal bodies where we are required to do so by law, or to protect our legal rights.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your data for specified purposes and in accordance with our instructions.
7. International Transfers
We primarily store and process your personal data within the United Kingdom. However, some of our third-party service providers may be based outside the UK or may store data in locations outside the UK.
Where we transfer personal data outside the UK, we ensure that appropriate safeguards are in place to protect your data, such as:
- Transferring to countries that have been deemed to provide an adequate level of protection by the UK Government
- Using specific contracts approved for use in the UK which give personal data the same protection it has in the UK
- Relying on binding corporate rules where applicable
If you would like further information about the safeguards we have in place, please contact us.
8. How Long We Keep Your Personal Data
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including to satisfy any legal, accounting, or reporting requirements.
The retention periods we apply are as follows:
Booking and journey records: 6 years from the date of the journey, to comply with tax and accounting requirements and to address any potential claims.
Financial and payment records: 6 years from the end of the financial year in which the transaction took place, as required by law.
Health and accessibility information: For the duration necessary to provide your transport services, and then securely deleted unless retention is required for legal claims or regulatory purposes.
Marketing preferences and consent records: Until you withdraw your consent or unsubscribe, and for a reasonable period thereafter to evidence your preferences.
Website analytics data: Typically retained for 26 months, depending on the analytics tools used.
Enquiries and correspondence: 3 years from the date of our last communication, unless the enquiry relates to a booking or complaint.
At the end of the retention period, we will securely delete or anonymise your personal data.
9. Your Rights
Under UK GDPR, you have the following rights in relation to your personal data:
Right of access You have the right to request a copy of the personal data we hold about you. This is commonly known as a "subject access request".
Right to rectification You have the right to request that we correct any personal data that is inaccurate or incomplete.
Right to erasure You have the right to request that we delete your personal data in certain circumstances, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw your consent.
Right to restrict processing You have the right to request that we restrict the processing of your personal data in certain circumstances, for example while we verify the accuracy of data you have asked us to correct.
Right to data portability You have the right to request that we transfer your personal data to you or to a third party in a structured, commonly used, machine-readable format, where our processing is based on consent or contract and is carried out by automated means.
Right to object You have the right to object to processing of your personal data where we are relying on legitimate interests as our lawful basis, or where we are processing your data for direct marketing purposes. Where you object to processing for direct marketing, we will stop processing your data for that purpose.
Right to withdraw consent Where we are relying on your consent to process your personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdraw your consent.
Rights related to automated decision-making You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects or similarly significantly affects you. We do not currently carry out any solely automated decision-making.
10. How to Exercise Your Rights
To exercise any of your rights, please contact us using the following details:
Post:
Inclusive Transport Options ltd,
4th Floor, Silverstream House,
45 Fitzroy Street,
Fitzrovia,
London,
W1T 6EB
Email: contact@inclusivetransportoptions.co.uk
Telephone: 0800 246 1119
We will respond to your request within one month of receiving it. In some cases, where your request is complex or we have received a large number of requests, we may extend this period by a further two months, but we will notify you if this is the case.
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data or exercise any of your other rights.
You will not usually have to pay a fee to exercise your rights. However, we may charge a reasonable fee if your request is clearly unfounded, repetitive, or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
11. Cookies
Our website uses cookies and similar technologies to distinguish you from other users, to improve your browsing experience, and to help us understand how our website is being used.
What are cookies? Cookies are small text files that are placed on your device when you visit a website. They are widely used to make websites work more efficiently and to provide information to the website owners.
Types of cookies we use:
Strictly necessary cookies are essential for the operation of our website and enable you to navigate the site and use its features. These cookies do not require your consent.
Analytics cookies help us understand how visitors interact with our website by collecting and reporting information anonymously. We use this information to improve our website.
Functional cookies allow our website to remember choices you make and provide enhanced, more personalised features.
Marketing cookies may be used to track visitors across websites to enable us to display relevant advertisements. We will only set these cookies with your consent.
Managing cookies When you first visit our website, you will be shown a cookie banner asking for your consent to set non-essential cookies. You can change your cookie preferences at any time by [INSERT METHOD, e.g., "clicking the cookie settings link in the footer of our website" or "adjusting your browser settings"].
Most web browsers allow you to control cookies through their settings. However, if you limit the ability of websites to set cookies, you may affect your overall user experience.
For more information about cookies and how to manage them, visit www.allaboutcookies.org.
12. Data Security
We have implemented appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include secure servers and systems, encryption where appropriate, access controls, and staff training.
Where we have given you or you have chosen a password that enables you to access certain parts of our website or services, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personal data, we cannot guarantee the security of data transmitted to our website, and any transmission is at your own risk.
13. Children's Privacy
Our services are not directed at children under the age of 16, and we do not knowingly collect personal data from children under 16 without parental consent. If you are a parent or guardian and believe that your child has provided us with personal data without your consent, please contact us and we will take steps to delete that information.
Where transport is arranged for a child, the personal data is typically provided by a parent, guardian, or authorised third party, and we will process that data in accordance with this Privacy Policy.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make changes, we will update the "Last updated" date at the top of this policy.
We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your personal data. Where changes are significant, we may notify you by email or by placing a prominent notice on our website.
15. Right to Complain
If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's supervisory authority for data protection.
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: www.ico.org.uk
We would appreciate the opportunity to address your concerns before you approach the ICO, so please contact us in the first instance.
16. Contact Us
If you have any questions about this Privacy Policy, wish to exercise your rights, or have a complaint about how we handle your personal data, please contact us:
Inclusive Transport Options Ltd
4th Floor, Silverstream House
45 Fitzroy Street,
Fitzrovia
London
W1T 6EB
T: 0800 246 1119
E: contact@inclusivetransportoptions.co.uk