Privacy Policy

CROWNUL LTD (trading as Crownul)

Version 2.0 | Effective: 24 September 2026

CROWNUL LTD (trading as Crownul) provides licensed private hire and passenger transport services. Crownul is the data controller for personal data for which it determines the purposes and means of processing.

Company No. 16341589 | TfL Private Hire Operator Licence No. 11724 | ICO Registration No. ZB922874.

We respect your privacy and process personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable requirements. We aim to collect only the information reasonably necessary to provide our services, operate safely and meet our legal, regulatory, safeguarding and contractual responsibilities.

Depending on the service, we may process your name, telephone number, email address, pickup and destination addresses, journey dates and times, booking details, passenger numbers, communications, payment-status information, complaints or lost-property information, and other information reasonably necessary to arrange and manage the requested transport.

Information may be provided directly by you or, for commissioned services, by an authorised organisation such as a local authority, school or college.

Where Crownul provides school, SEND, local-authority or vulnerable-passenger transport, we may receive limited passenger-specific information necessary to deliver the service safely and appropriately. This may include mobility or accessibility requirements, sensory or communication needs, authorised collection and handover arrangements, anxiety or behavioural support needs, and relevant health, medical or emergency information where necessary for the transport service.

We do not seek to collect information about children or vulnerable passengers beyond what is reasonably necessary for safe service delivery, safeguarding or an applicable legal or contractual requirement. Access is restricted to authorised people who need the information for their role.

Some information, particularly health information, may be special category personal data under UK GDPR. Where we process this type of information, Crownul identifies an appropriate lawful basis under Article 6 UK GDPR and a separate applicable condition under Article 9, together with any additional Data Protection Act 2018 requirements where relevant. Consent is used only where it is the appropriate and valid basis or condition for the particular processing.

We may use personal data to respond to enquiries; arrange and fulfil bookings; plan, dispatch and manage journeys; communicate with passengers and authorised contacts; support safe collection and handover; meet passenger-specific transport and safeguarding needs; process payments and accounts; handle complaints and lost property; comply with TfL, tax, insurance, legal and contractual obligations; maintain security; prevent fraud; and improve our services.

Depending on the purpose, our lawful basis may include performance of a contract, steps requested before entering a contract, compliance with a legal obligation, legitimate interests where appropriate, or consent where it is valid and suitable. Other lawful bases may apply in specific circumstances. Special category data requires an additional Article 9 condition.

Our online booking and dispatch arrangements use authorised service providers, including iCabbi. Crownul remains the data controller where Crownul determines the purposes of processing, and providers acting on our instructions process data under contractual data-protection obligations.

We may also use authorised providers for payment processing, communications, website/IT services, accounting, insurance and other legitimate business functions. We do not store customers' full payment-card details where payment is handled by an authorised payment provider.

Where necessary and lawful, information may be shared with authorised drivers or Passenger Assistants, local authorities, schools, parents/carers or authorised contacts, emergency services, safeguarding bodies, TfL, insurers, professional advisers, regulators, law-enforcement bodies and contracted service providers.

We share only what is reasonably necessary for the relevant purpose and apply appropriate confidentiality and data-protection safeguards.

If an authorised service provider processes personal data outside the UK, we apply an appropriate UK GDPR transfer mechanism or other lawful safeguard where required.

We retain personal data only for as long as necessary for the purpose for which it was collected and to meet applicable legal, TfL licensing, regulatory, contractual, tax, insurance, safeguarding and dispute-resolution requirements. Retention periods therefore vary according to the type of record and the reason we hold it.

Depending on the circumstances, you may have rights to access your personal data, correct inaccurate data, request erasure or restriction, object to certain processing, request data portability and exercise rights relating to certain automated decision-making. These rights are not absolute and may be limited where we have a lawful reason or obligation to retain or process information.

If we rely on consent, you may generally withdraw it at any time without affecting processing that was lawful before withdrawal.

We use proportionate technical and organisational measures to protect personal data and restrict access to authorised people according to operational need. Suspected data breaches are assessed and reported to the Information Commissioner's Office and/or affected individuals where the law requires.

Our transport services may involve children, including school and SEND passengers. Children's information is handled with particular care under UK data-protection and safeguarding requirements. Children are not normally expected to arrange commissioned school or SEND transport independently where a parent/carer, school, local authority or other authorised organisation is responsible for the service.

For privacy or data-protection enquiries, contact Crownul at info@crownul.com, +44 (0)20 7730 0000 or +44 (0)20 8080 3730, or by post at Jhumat House, Regus Office 135, 160 London Road, Barking, IG11 8BB.

If you remain dissatisfied after contacting us, you have the right to raise a complaint with the Information Commissioner's Office (ICO).

We review this Privacy Policy at least annually and sooner where material legal, regulatory, contractual, technological or operational changes require it.

Further information about Crownul's ICO registration, data-protection arrangements and record-retention approach is available on our Data Protection & ICO and Data Retention pages.