• You are here:

  • Home

  • Privacy Policy

Privacy Policy

Last update: 26/09/2023

Welcome to Travel Hands’ PrivacyPolicy!

What does this Privacy Policy cover?

Travel Hands respects your privacy and is committed to protecting your personal data. We want to be transparent with you about how we collect and use your personal data in making available our website and services (together, the “Service”) and tell you about your privacy rights and how the law protects you.

With that in mind, this Privacy Policy is designed to describe:

  • Who we are and how to contact us
  • Your rights relating to your personal data
  • Marketing communications preferences
  • What personal data we collect
  • How we use your personal data and why
  • What happens when you do not provide necessary personal data?
  • Who we share your personal data with
  • How we keep your personal data secure
  • How long we store your personal data
  • Third-party links
  • Our policy on children

We will post any modifications or changes to this Privacy Policy on this page.

Who we are and how to contact us

Who we are.

TRAVEL HANDS (a charitable incorporated organisation with registration # CE031082)is the ‘controller’ (for the purposes of data protection laws) of your personal data (referred to as either “Travel Hands”, “we”, “us” or “our” in this Privacy Policy). 

Our address is: Russel and Co, Station House, Station Approach, East Horsley, LEATHERHEAD, Surrey KT24 6QX.

How to contact us.

Youcan contact us by emailing: privacy@vipworldservices.com

Your rights relating to your personal data

By law you have the right to:

  • Request access to your personal data. This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request the correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
  • Request the erasure of your personal data. This enables you to ask us to delete or remove your personal data where there is no good reason for us continuing to process it.
  • Object to the processing of your personal data. This enables you to object to our processing of your personal data in a specific way (including for marketing purposes).
  • Request the restriction of our processing of your personal data. This enables you to ask us to suspend the processing of your personal data altogether. 
  • Request the transfer of your personal data. This enables you to ask us to provide you with a copy of any personal data we hold about you. We will provide to you, or a third-party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Withdraw consent. This right only exists where we are relying on your consent to process your personal data. If you withdraw your consent, we may not beable to provide you with access to the certain specific functionalities of the Service. We will advise you if this is the case at the time you withdraw your consent.

How to exercise your rights

If you want to exercise any of the rights described above, please contact us. 
‍
Please note that not all of the rights listed above will be available to you in every circumstance. 

Typically, you will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive, or we may refuse to comply with your request in these circumstances. 

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 to exercise any of your other rights). 

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month. In this case, we will notify you and keep you updated.

Complaints

If you would like to make a complaint regarding this Privacy Policy or our practices in relation to your personal data, please contact us. We will reply to your complaint as soon as we can. 

If you feel that your complaint has not been adequately resolved, please note that data protection laws give you the right to contact your local data protection supervisory authority, which for the UK is the InformationCommissioner’s Office.

Marketing communications preferences

You can ask us to stop sending you marketing messages at any time by following the opt-out or ‘Unsubscribe’ link at the bottom of any marketing message sent to you, or by contacting us at any time.

What personal data we collect

All the personal data we may collect, both from you and from third-parties about you, is outlined in thetable below.

What this means
Category of personal data collected
Your full name and gender.
Identity Data
Your email address, telephone number and partial address.
Contact Data
If you are joining the Service as a ‘VIP’, we need to ask you for your approximate location when you are requesting a journey through the Service. If you are joining the Service as a volunteer, we need to ask you for your approximate location to match you with a VIP who needs assistance nearby. When the volunteer starts the journey, location data is shared with the backend team to monitor the journey in progress for the safety of both the parties.
Location Data
We may need to ask you to provide additional information to ensure that you receive a good level of service. For example, if you are joining the Service as a ‘VIP’, we may need you to describe any medical condition(s) that the volunteer we will match you with should be aware of.
Other Data
If you are making a payment on the Service (for example, to book a journey), we need to collect partial payment card information in order to instruct our payment processor to process your payment.
Payment Data
If you are joining the Service as a volunteer, we may need to complete a background check on you by obtaining details of your criminal record through a Disclosure and Barring Service (DBS) check.
DBS Check Data

Data collected via cookies

We may collect additional personal data about you and/or the device(s) you use to access the Service using cookies and similar technologies. For more information, please refer to our Cookie Policy.

No special categories of personal data

We do not collect any ‘special categories of personal data’ about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Please do not provide such information to us.

How we use your personal data and why

We will only use your personal data for the purposes for which we collected it as listed below, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will update this Privacy Policy and we will explain the legal basis which allows us to do so.

What is our ‘legal basis’ for processing your personal data? 

In respect of each of the purposes for which we use your personal data, data protection laws also require us to ensure that we have a ‘legal basis’ for that use. Most commonly, we will rely on one of the following legal bases:

  • Where we need to process your information to deliver our services to you (“Contractual Necessity”).
  • Where we need to process your information for our legitimate interests, and your interests and fundamental rights do not override those interests (“Legitimate Interests”).
  • Where we need to process your information to comply with a legal or regulatory obligation (“Compliance with Law”).
  • Where we haveyour specific consent to process your information in a specific way (“Consent”).

We have set out below, in a table format, the legal bases we rely on with respect to the relevant purposes for which we use your personal data.

To manage your user account and deliver our services to you.
To process your payments
To improve our service
Marketing
Compliance
  • Contact Data
  • Identity Data
  • DBS Check Data
To comply with our legal and regulatory obligations.
Purpose
  • Identity Data
  • Location Data
  • Identity Data
  • Payment Data
  • Identity Data
  • Contact Data
  • Location Data
  • Other Data
Categories of personal data
Why do we do this
To create and manage your Travel Hands user account, and to deliver our services to you. This may involve monitoring a journey that you booked through the Service in order to ensure your safety.
To instruct our third-party payment processor to process your paymentson the Service.
To understand how you and other users use the Service and improve it.For tracking users during the journey for improved safety
To keep you updated about our servicesvia email, where you have opted to receive our newsletters.
Consent
Compliance with Law
Legitimate Interests (we have a legitimate interest in improving our services)
Contractual Necessity
Contractual Necessity
Our legal basis

What happens when you do not provide necessary personal data?

Where we need to process your personal data, either to comply with law or to deliver our services to you, and you fail to provide that data when requested, we may not be able to deliver our services to you (for example, to provide you with all functionalities of the Service). In this case, we may have to stop you using our Service but we will notify you if this is the case at the time.

 Who we share your personal data with

The table below describes who we share your personal data with, what we share and why we share it.  

Some of our external suppliers may be based outside the United Kingdom or the European Economic Area(collectively, “Europe”) so their
processing of your personal data will involve a transfer of data to countriesbased outside of Europe.

‍We will use every effort toesure that people to whom we provide personal data hold it subject toappropriate safeguards and controls. Whenever we transfer your personal dataout of Europe, we ensure a similar degree of protection is afforded to it byensuring that compliant safeguards are in place. Please contact us if you wantfurther information on the specific mechanisms used by us when transferringyour personal data out of Europe.

Recipients
Our service providers
Why we share it
Our service providers provide us with a variety of services (such as web hosting mailing list management) which allow us to deliver our services to you, and may have access to your personal information as a result.
  • Identity Data
  • Contact Data
  • DBS Check Data
  • Identity Data
  • Payment Data
Categories of personal data
Our payment processor
Our payment processor processes payments on our behalf. Please note that you will provide full payment details directly to the payment processor.
Our professional advisers
  • Identity Data
  • Contact Data
Our professional advisers (such as our lawyers and accountants) may have access to your personal information to deliver their servicesto us.
The Disclosure and Barring Service (DBS)
  • Identity Data
  • DBS Check Data
If you are joining the Service as a volunteer, we need to provide limited information about you to the Disclosure and Barring Service (DBS) in order to complete our DBS check.

    How we keep your personal data secure

    We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, or altered or disclosed.

    We limit access to your personal data to those employees and other staff who have a business need to have such access. All such people are subject to a contractual duty of confidentiality.

    We have put in place procedures to deal with any actual or suspected personal data breaches. In the event of any such breach, we have systems in place to work with applicable regulators. In addition, in certain circumstances (including where we are legally required to do so), we may notify you of breaches affecting your personal data.

    How long we store your personal data

    We will only retain your personal data for so long as we reasonably need to use it for the purposes outlined in this Privacy Policy, unless a longer retention period is required by law (for example, for regulatory purposes).

    Our policy on children

    The Service is not intended for children below the age of 16, and we do not knowingly collect data relating to such children.  

    Third-party links

    The Service may include links to third-party websites, plug-ins and/or applications. Clicking on those links or enabling those connections may allow third parties to collect and share your personal data. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our Service, we encourage you to read the privacy policy of every site you visit.

    BACK HOME