01 / Get in touch
This policy explains how personal information is handled when you visit the Roader website or contact Roader about a journey. It covers enquiries made by phone, email and WhatsApp, including questions, feedback and complaints.
For privacy questions or to exercise your rights, email bookings@roader.uk, call 020 3918 5988, or write to Roader, 5 Torrens Street, 3rd Floor, London EC1V 1NQ. This is our contact address.
02 / Information we receive
Depending on what you share, your enquiry may contain:
- Your name, phone number, email address and other contact details.
- Pickup and destination addresses, airport, journey date and time, flight details and vehicle preference.
- Passenger numbers, luggage requirements and practical assistance requests.
- Messages, feedback and information needed to investigate a complaint.
Please only share information needed for your enquiry. You do not need to send passport copies, payment-card details or medical records through this website. If you are arranging travel for someone else, make sure they know their information is being shared and show them this policy.
The journey form prepares your enquiry in your browser. It does not submit the entered details to a Roader booking database. Choosing WhatsApp passes the prepared message to that service; choosing email passes it to your email app. You still need to send the message there before Roader receives your enquiry.
03 / Why we use it
We use enquiry information to respond to you, discuss the journey you have requested and prepare a quote. Where you ask us to take steps towards a booking, the legal basis is taking steps at your request before entering a contract. If a booking is agreed, relevant information is used to fulfil that contract.
We have a legitimate interest in answering general questions, handling feedback, investigating complaints and protecting our communications from misuse. We consider the effect on your privacy and use only information relevant to those purposes. Information may also need to be retained or disclosed to meet an applicable legal obligation.
We do not use the enquiry form to subscribe you to marketing. There is no automated booking decision or automated pricing decision in this form. If a new use requires your consent, it will be requested separately; you can withdraw that consent without affecting earlier lawful use.
05 / How long information is kept
Information should be kept only for as long as it is needed for the purpose for which it was collected. For an enquiry, this means the time needed to answer it and deal with related follow-up. If it leads to a booking or complaint, relevant correspondence may need to be kept longer to meet record-keeping obligations or resolve a dispute.
The appropriate period depends on the nature of the record, whether the matter is still open, applicable legal requirements and any relevant claims period. Information no longer needed should be deleted or anonymised. Contact us to ask about a particular record or request its deletion; some information may need to be retained where the law requires it.
Please avoid sending unnecessary sensitive information. If you need assistance with a journey, describe the practical requirement first so that we can discuss what information is needed and how to share it appropriately.
06 / Website, cookies & external services
The current website does not use advertising cookies, analytics trackers, customer accounts or an online payment form. The journey form does not save your entered details to browser storage. Website delivery services may process technical request information, such as an IP address, browser details and requested pages, to deliver the site and protect it from misuse.
Typography is currently loaded from Google Fonts. Your browser connects to Google to request the font files, which exposes technical request information such as your IP address. See Google Fonts’ privacy information.
Links to external services take you to websites or apps with their own privacy and cookie arrangements. If optional tracking is added to this website, this policy and any required consent controls will be updated before it is used.
07 / Your choices & rights
Depending on the circumstances, UK data protection law gives you rights to request access to your information, correct inaccurate information, request erasure, restrict processing, object to processing based on legitimate interests, and receive certain information in a portable format. These rights are subject to legal conditions and exceptions.
Send requests to bookings@roader.uk. We may need enough information to verify your identity before disclosing personal information. We will explain any lawful reason that prevents us from completing your request.
You can raise a concern with us or complain to the UK Information Commissioner’s Office. Visit ico.org.uk/make-a-complaint for information about making a data protection complaint.
08 / Keeping this policy current
This policy will be updated when the website or the way enquiries are handled changes. The date above identifies the latest version. Material changes affecting information already provided will be communicated where required.
For journey arrangements, please also read our booking terms.