Privacy notice

Who is responsible

Velocity Studios Performance Limited is the controller for the personal information we use to manage our customer enquiries, bookings and business. Our company and postal details appear below. Contact contact@velocitystudios.uk for privacy questions or requests.

This notice covers the recovery website and related booking communications. Payment providers, messaging platforms and some independent operators may also act as controllers for their own purposes; their notices explain that processing.

Information we collect & where it comes from

• Enquiries and bookings: contact details, vehicle registration and lookup results, vehicle condition, requested service, collection and delivery addresses, timing, passenger numbers and information you choose to supply.
• Location: a one-time location pin and accuracy reading if you request the location feature and allow browser access. You may type a location instead. This website does not continuously track your live location.
• Service records: quotes, messages, call or enquiry notes, payment status and references, operator assignments, collection/delivery records, photographs, invoices, complaints and evidence you or the operator provide.
• Website use: security and request logs, session identifiers, saved quote progress and a recovery-tracking cookie. Optional campaign and advertising identifiers are collected for measurement only when you permit that purpose in cookie settings.
• Applicants and operators: CVs, experience, contact and vehicle details, and relevant identity, licence, insurance and eligibility evidence supplied during application or verification.

Information comes from you, a person authorised to book for you, our operators, payment and communication providers, vehicle-data services and our website. Quote details are saved as you progress, including an incomplete enquiry, to keep your request together and operate the quote service. Submitting a quote request is not a purchase.

Our forms do not ask for full card details; enter those only with the secure payment provider. Avoid sending unnecessary medical information or identity documents in a general enquiry. We may need limited information about an assistance requirement so that suitable arrangements can be discussed.

Why we use information

Service-message permission is separate from advertising consent. Requesting a WhatsApp code, quote or booking update does not sign you up for promotional messages. We do not sell customer personal information.

Automated tools help collect and validate details and provide status information. Our team confirms the final quote and availability. You can ask to speak to a person if an automated step is incorrect or prevents you progressing.

Who receives information

We share relevant information with the attending or prospective operator where needed to price and fulfil the job; access should be limited to what that role requires. This can include locations, vehicle condition, contact details and collection instructions.

Our service providers include Airtable for operational records; Make for connected workflows; WhatsApp/Meta for verification and communications; Stripe and the selected payment or finance provider for payments; Hostinger for this customer website and Sites/OpenAI and Cloudflare for connected services; and relevant mapping, vehicle-data, email and IT suppliers. With advertising-measurement consent, campaign and conversion information may be used with Google Ads. Providers receive information needed for the relevant service.

We may share information with insurers, professional advisers, dispute handlers, regulators or law-enforcement bodies where necessary and lawful. A link to another site, payment page or messaging app takes you to that provider's service and privacy arrangements.

Some suppliers process information outside the UK. Where a restricted international transfer is made, the applicable transfer mechanism must be in place, such as UK adequacy regulations or appropriate contractual safeguards. Contact us for information about the safeguards relevant to your data.

How long we keep it & how we protect it

We retain information only for the purpose for which it is needed, including legal, accounting and claims requirements. Transaction and booking records are normally needed for up to six years after the relevant financial year or closure of the matter. A live dispute, legal requirement or insurance claim can justify a longer period. Incomplete enquiries, security logs, photographs and applicant records should be reviewed according to their purpose and removed or minimised when no longer needed; the same period does not automatically apply to every record.

We restrict access to operational information and use secure services and access controls. No internet service is completely risk-free. Keep your Booking ID, tracking access and verification codes private, and tell us if you suspect misuse. Device-storage durations and controls are described in our cookie policy.

Your rights & complaints

Depending on the circumstances, you can ask to access, correct, erase, restrict or receive a portable copy of your information, and object to processing based on legitimate interests. These rights have legal limits: for example, we may need to retain records required for an existing claim or legal duty. You may withdraw optional consent at any time; withdrawal does not make earlier lawful processing unlawful.

Email contact@velocitystudios.uk. We may need proportionate identity or authority checks. We normally respond to a rights request within one calendar month; where a lawful extension applies, we will explain it.

For a concern about our use of information, use our data protection complaints route. We acknowledge these complaints within 30 days and investigate without undue delay. You also have the right to complain to the ICO. We will update this notice when our processing changes materially.