CALLBY

Privacy

Privacy policy

Last updated 27 October 2026

CALLBY provides vetted chauffeurs who drive customers in the customers' own cars. This policy explains what personal data we collect through the CALLBY app and CALLBY Command, why we collect it, who we share it with and the rights you have under the UK General Data Protection Regulation and the Data Protection Act 2018.

1. What we collect

• Account details: your name, mobile number and email address, and the one-time passcodes used to sign you in.
• Vehicles: make, model, registration, colour, transmission and the ownership confirmation you give for each car you add.
• Journeys: pickup, stop and destination addresses, saved places, scheduled times, the route, the price, booking status history, journey PINs, handover records (mileage, fuel level, condition notes and photos), waiting time, ratings, reviews and tips.
• Location: the customer app uses your device location, with your permission, to show nearby chauffeurs and to set a pickup point. The chauffeur app shares a chauffeur's live location while they are online with sharing switched on and throughout a journey they are driving (including in the background), so that we can dispatch journeys and customers can follow their car.
• Place search and routing: the text you type to find an address, and the pickup, stop and destination coordinates of a journey, are sent to the mapping services named in section 3 to find places and work out the route and journey time.
• Payments: card details are collected and stored by our payment provider, Stripe. CALLBY keeps only the card brand, the last four digits, the expiry date and a payment reference. Chauffeur payout bank details are encrypted at rest and only the last four digits of the account number are ever displayed.
• CALLBY Members: if you join, your plan, its status, the current billing period and, where you pay by card, the reference of the monthly subscription held with Stripe. The card for the subscription is entered in Stripe's payment sheet and held by Stripe.
• Promotions, referrals and credit: promo codes you use, your referral code, who invited you or whom you invited, and the account credit given or used.
• Business profiles: if you add one, the company name, address, VAT number and the expense email address that receives receipt copies once you confirm it.
• Safety features: the names and mobile numbers of the trusted contacts you add, the live journey links you share with them, and emergency alerts you raise during a journey, with your position at that moment and any note you add. When masked calling is in use, the phone numbers of both people on a call are passed to our calling provider to connect it; calls are not recorded.
• Ratings of customers: after a completed journey a chauffeur may rate the customer and add a note. Chauffeurs see a customer's average rating when they are offered a journey.
• Lost property: if you report an item left in the car, the description you give, the contact number you choose and the chauffeur's and our team's answers.
• Chauffeur vetting: for chauffeurs, driving licence, DBS certificate, insurance, right to work and other vetting documents (the files you upload, taken with the camera or chosen from your photos or files) and their expiry dates, plus the vehicle categories they are approved for.
• Messages and support: messages between customers and chauffeurs about a journey, support tickets and in-app notifications.
• Device and usage data: device type, app version, push notification tokens and technical logs needed to keep the service secure and working.

2. Why we use it and our legal bases

• To provide the service (performance of a contract): creating your account, quoting, booking, finding places and routing, dispatching a chauffeur, running the journey, taking payment, running your CALLBY Members subscription, applying promotions and credit, sending receipts, handling lost property, paying chauffeurs and handling support.
• Safety and vetting (legal obligation and legitimate interests): checking chauffeurs' licences, DBS status and insurance, verifying handover with a journey PIN, sharing live journey links with your trusted contacts, responding to emergency alerts, keeping phone numbers private on calls, letting chauffeurs rate customers, and investigating incidents.
• Legal and accounting duties (legal obligation): keeping records of completed journeys, payments, VAT and insurance premium tax for the periods required by law.
• Improving and securing CALLBY (legitimate interests): monitoring reliability, preventing fraud and abuse, and understanding how the app is used.
• Notifications (performance of a contract, or consent for optional ones): booking updates, chauffeur arrival, payment receipts, membership updates, lost property updates and messages.

3. Who we share it with

• Chauffeurs and customers: a chauffeur sees the customer's first name, average rating, pickup, stops, destination, vehicle and contact options for a journey. A customer sees their chauffeur's name, photo, rating and live position during the journey.
• Your trusted contacts: when you share a journey (by hand, or automatically when your chauffeur sets off if you switch that on), the people you chose can follow it through a private link, which stops working 24 hours after it is created.
• Payment processing: Stripe Payments Europe Ltd processes card payments, refunds and CALLBY Members subscriptions on our behalf, and uses device data to prevent fraud.
• Texts and calls: Twilio delivers sign-in passcodes and journey link texts by SMS, sends emergency alerts to our operations team and connects masked calls between customer and chauffeur.
• Email: Resend delivers sign-in passcodes, receipts and expense address confirmations by email.
• Push notifications: Expo, Apple (Apple Push Notification service) and Google (Firebase Cloud Messaging) deliver push notifications to your device.
• Maps, place search and routing: map imagery is produced by CALLBY's own servers from OpenStreetMap data. Place search text and journey coordinates are sent to Mapbox, or, where Mapbox is not in use, to Photon (an OpenStreetMap search service) and the public OSRM routing service, to find addresses and work out routes and journey times.
• Document storage: chauffeurs' vetting document files are stored with an S3-compatible cloud storage provider on our behalf, in a private bucket.
• Insurance: where journey cover applies, the details needed to place and service the cover are shared with the insurer.
• Legal requirements: the police, courts or other public authorities where the law requires it.

We do not sell personal data and we do not use it for third-party advertising.

4. International transfers

Our servers are hosted in the United Kingdom or the European Economic Area where possible. Where a provider processes data outside the UK, we rely on UK adequacy regulations or the International Data Transfer Agreement and standard contractual clauses.

5. How long we keep it

• Account data: while your account is open, then deleted within 30 days of closure. Deleting your account also ends a CALLBY Members subscription straight away, with no further charge, and removes your saved cards from Stripe.
• Completed journey, payment, membership and payout records: six years after the end of the financial year, as required for tax and accounting.
• Live location: chauffeur position history is kept for 90 days for safety and dispute handling. Journey links stop working 24 hours after they are created.
• Emergency alerts, ratings of customers and lost property reports: kept with the journey they relate to.
• Trusted contacts: until you remove them or delete your account.
• Chauffeur vetting documents: for the duration of the engagement plus the period required by our insurer and by law.
• Messages and support tickets: 12 months after the last activity.

6. Your rights

You can ask us to access, correct, delete or restrict your personal data, to object to processing based on legitimate interests, and to receive a copy of data you gave us in a portable format. You can delete your account at any time from Account in the app; journeys that must be kept for accounting are retained in a form that no longer identifies you where the law allows.

To exercise a right, email hello@callby.app. You also have the right to complain to the Information Commissioner's Office at ico.org.uk.

7. Children

CALLBY is for adults aged 18 and over. We do not knowingly collect data from anyone under 18.

8. Changes

We will post any changes to this policy here and, for material changes, tell you in the app before they take effect.