Privacy Policy

Last updated: 15-06-2026

This Privacy Policy explains how we collect, use, store and share personal information when you:

• Visit the Taxi Manchester website;

• Create or use a Cabsha passenger account;

• Use the Cabsha mobile application;

• Request a quotation;

• Book a journey through our website or app;

• Travel in a vehicle booked through our Platform;

• Contact our customer-support team;

• Receive communications from us;

• Participate in a promotion, survey or referral programme.

Please read this Privacy Policy carefully.

1. Who we are

Taxi Manchester is a customer-facing transport brand that uses the Cabsha booking and dispatch platform.

The organisation responsible for deciding how and why your personal information is processed is:

Legal business name: [LEGAL UK COMPANY NAME]
Trading names: Taxi Manchester and Cabsha
Company number: [COMPANY NUMBER, IF APPLICABLE]
Registered address: [REGISTERED UK ADDRESS]
Operating address: [LICENSED OPERATING ADDRESS]
Private-hire operator licence: [OPERATOR LICENCE NUMBER]
Licensing authority: [LICENSING AUTHORITY]
Privacy email: [PRIVACY@CABSHA.COM]
Telephone: [UK TELEPHONE NUMBER]
ICO registration number: [ICO REGISTRATION NUMBER]

This organisation is the “controller” of your personal information for the purposes described in this Privacy Policy.

In this policy, “we”, “us” and “our” refer to the organisation identified above.

“Platform” means the Taxi Manchester website, its connected booking form, the Cabsha mobile application and the Cabsha booking and dispatch system.

2. Scope of this policy

This Privacy Policy applies primarily to:

• Website visitors;

• Cabsha passenger-account holders;

• Passengers;

• People who make bookings for someone else;

• Corporate-account contacts;

• People who contact customer support;

• Recipients of our communications.

Drivers, vehicle owners, employees, contractors and applicants may receive a separate privacy notice covering the additional information processed about them.

Where another licensed private-hire operator fulfils your booking, that operator may also process personal information as an independent controller. Where required, we will provide information identifying that operator.

3. Personal information we collect

The information we collect depends on how you interact with us and which Platform features you use.

3.1 Account and identity information

We may collect:

• Full name;

• Username;

• Mobile telephone number;

• Email address;

• Password or authentication information;

• Profile photograph, where offered;

• Preferred language;

• Account settings;

• Communication preferences;

• Account verification information;

• Corporate-account details;

• Cabsha account identifier.

We do not have access to your password in readable form where it is securely encrypted or hashed.

3.2 Booking and journey information

We may collect:

• Pickup location;

• Destination;

• Requested pickup date and time;

• Journey date and time;

• Additional stops;

• Booking reference;

• Vehicle category;

• Number of passengers;

• Luggage information;

• Flight, train or ferry details;

• Driver and vehicle allocated;

• Estimated and actual pickup times;

• Estimated and actual journey duration;

• Route information;

• Distance travelled;

• Waiting time;

• Fare and additional charges;

• Cancellation information;

• No-show information;

• Booking notes;

• Journey status;

• Passenger ratings and feedback;

• Driver feedback relating to the journey.

Where you book for another person, we may collect that passenger’s name, telephone number, pickup details and relevant journey requirements.

You must only provide another person’s information where you are authorised to do so.

3.3 Location information

Depending on your device permissions and the features you use, we may collect:

• Your approximate location;

• Your precise pickup location;

• Location information entered manually;

• The location of the allocated vehicle;

• Location information generated during an active journey;

• The time and location at which a booking is requested;

• Route and journey-progress information.

We may use location information to:

• Suggest your current pickup point;

• Find available drivers;

• Calculate fares and arrival estimates;

• Allocate a suitable vehicle;

• Show the driver’s progress;

• Provide journey tracking;

• Support passenger and driver safety;

• Investigate complaints, incidents or disputed charges;

• Prevent fraud and misuse.

We will not collect precise background location continuously unless a particular feature requires it, you have enabled the relevant device permission and we have clearly explained why it is needed.

You can disable location access through your device settings. Some Platform features may then be unavailable or require you to enter an address manually.

3.4 Payment and transaction information

We may collect:

• Payment method type;

• Masked card details, such as the last four digits;

• Payment-token identifier;

• Billing name and address;

• Transaction reference;

• Payment status;

• Refund information;

• Payment-authorisation status;

• Outstanding balance;

• Cabsha account credit;

• Promotional-code usage;

• Corporate billing information;

• Receipts and invoices.

Complete payment-card details are normally collected and processed directly by our authorised payment provider, such as [PAYMENT PROVIDER].

We do not normally receive or store your complete card number or card security code.

3.5 Communications

We may collect records of communications made through:

• Email;

• Telephone;

• SMS;

• WhatsApp;

• In-app messaging;

• Website contact forms;

• Customer-support systems;

• Social-media pages.

These records may include:

• The content of your message;

• Date and time;

• Contact details;

• Attachments;

• Complaint details;

• Support notes;

• The resolution provided.

Calls may be recorded where this is necessary for quality, training, dispute resolution, fraud prevention or safety. Where calls are recorded, callers will be informed at the beginning of the call or by another appropriate notice.

3.6 Accessibility and health-related information

You may choose to provide information needed to arrange an accessible or appropriate journey, such as:

• Wheelchair requirements;

• Mobility limitations;

• Assistance requirements;

• Assistance-dog information;

• Relevant communication requirements;

• Information needed to manage a passenger-safety concern.

Some of this information may be health information and therefore receive additional legal protection.

We collect only the information reasonably necessary to arrange the requested service. Where required, we will ask for explicit consent to process this information.

In an emergency, we may process relevant information where necessary to protect someone’s vital interests.

3.7 Device and technical information

When you use the website or app, we may automatically collect:

• IP address;

• Device type;

• Device identifier;

• Operating system;

• App version;

• Browser type;

• Language and time-zone settings;

• Mobile network;

• Referring website;

• Pages or screens viewed;

• Buttons and features used;

• Login times;

• Session information;

• Cookie identifiers;

• Advertising identifiers, where permission has been provided;

• Crash reports;

• Error logs;

• Performance information;

• Security and fraud-prevention information.

3.8 Reviews, ratings and survey responses

We may collect:

• Passenger ratings;

• Driver ratings of a journey;

• Written reviews;

• Survey responses;

• Service feedback;

• Complaint outcomes;

• Promotional or referral participation.

We may publish a review only in accordance with the permission provided and without revealing unnecessary personal information.

4. How we collect information

We may collect information:

Directly from you

For example, when you:

• Create an account;

• Enter journey information;

• Make a booking;

• Add a payment method;

• Contact us;

• Change app settings;

• Submit a review;

• Request support;

• Participate in a promotion.

Automatically

For example, through:

• App activity;

• Device permissions;

• Website cookies;

• Similar tracking technologies;

• Server logs;

• Payment-status notifications;

• Journey and location systems.

From other people

We may receive your details where:

• Another person books a journey for you;

• A hotel, company or travel organiser makes a booking;

• A corporate account arranges your transport;

• An authorised representative contacts us for you.

From drivers and licensed operators

We may receive:

• Pickup and drop-off status;

• Waiting-time information;

• Journey events;

• Route and location information;

• Incident reports;

• Lost-property information;

• Ratings and feedback.

From service providers

We may receive information from:

• Payment providers;

• Mapping providers;

• Identity-verification services;

• Communications providers;

• Fraud-prevention services;

• App stores;

• Analytics providers;

• Customer-support systems.

5. Why we use personal information

We use personal information only where we have a lawful reason to do so.

5.1 To create and manage your account

We use account and contact information to:

• Register your Cabsha account;

• Authenticate logins;

• Maintain account settings;

• Enable account recovery;

• Display journey history;

• Manage payment methods;

• Protect your account.

Lawful basis: Performance of a contract and our legitimate interests in providing and securing the Platform.

5.2 To provide quotations and accept bookings

We use journey, location and contact information to:

• Calculate a fare;

• Check service availability;

• Accept immediate and scheduled bookings;

• Provide booking confirmation;

• Identify the appropriate vehicle category;

• Communicate booking information.

Lawful basis: Taking steps at your request before entering into a contract and performing our contract with you.

5.3 To allocate drivers and complete journeys

We use relevant booking information to:

• Locate available drivers;

• Allocate a driver and vehicle;

• Send pickup instructions;

• Enable driver-passenger communication;

• Track booking progress;

• Complete the journey;

• Manage additional stops and changes.

Lawful basis: Performance of our contract with you and our legitimate interests in operating an efficient transport service.

5.4 To process payments

We use payment and transaction information to:

• Authorise payments;

• Charge fares;

• Issue refunds;

• Apply promotions;

• Recover unpaid balances;

• Provide receipts and invoices;

• Prevent payment fraud.

Lawful basis: Performance of our contract, compliance with legal obligations and our legitimate interests in receiving payment and preventing fraud.

5.5 To provide customer support

We use booking, account and communication information to:

• Answer questions;

• Resolve complaints;

• Review charges;

• Investigate lost property;

• Correct account information;

• Provide technical support.

Lawful basis: Performance of our contract and our legitimate interests in supporting customers and improving our service.

5.6 To protect safety and prevent fraud

We may use account, device, journey, location and transaction information to:

• Detect false accounts;

• Prevent fraudulent bookings;

• Protect passengers and drivers;

• Investigate safety incidents;

• Identify misuse;

• Enforce our Terms and Conditions;

• Protect our legal rights;

• Support criminal or regulatory investigations.

Lawful basis: Our legitimate interests, compliance with legal obligations and, in emergencies, protection of vital interests.

5.7 To comply with legal and licensing requirements

We may retain and disclose information to:

• Meet private-hire licensing conditions;

• Keep legally required booking records;

• Maintain accounting and tax records;

• Respond to licensing authorities;

• Respond to lawful police or court requests;

• Handle insurance matters;

• Establish, exercise or defend legal claims.

Lawful basis: Compliance with legal obligations and our legitimate interests in protecting our legal position.

5.8 To improve the Platform and our services

We may use technical, app-usage and journey information to:

• Identify faults;

• Monitor performance;

• Improve booking flows;

• Develop new features;

• Understand service demand;

• Improve fare and arrival estimates;

• Measure customer satisfaction;

• Train customer-support teams.

Where possible, we use aggregated or anonymised information for these purposes.

Lawful basis: Our legitimate interests in improving and developing our services.

5.9 To send service communications

We may send:

• Verification codes;

• Booking confirmations;

• Driver-allocation updates;

• Driver-arrival notifications;

• Cancellation messages;

• Receipts;

• Payment alerts;

• Safety notifications;

• Changes to the service or legal terms.

These are operational messages and are not promotional marketing.

Lawful basis: Performance of our contract, compliance with legal obligations and our legitimate interests in operating the Platform.

5.10 To send marketing communications

With consent where required, we may send information about:

• Cabsha offers;

• Taxi Manchester promotions;

• New services;

• Account credit;

• Referral rewards;

• Relevant transport offers.

You can unsubscribe at any time by:

• Selecting the unsubscribe link;

• Changing your Cabsha communication settings;

• Disabling promotional notifications;

• Contacting us.

Stopping marketing does not stop essential booking or account communications.

Lawful basis: Consent or legitimate interests where electronic-marketing law permits.

6. Special-category information

Health and accessibility information may qualify as special-category personal information.

Where we process this information, we identify both:

• A lawful basis for using the information; and

• An additional legal condition allowing special-category processing.

Depending on the circumstances, this may include:

• Your explicit consent;

• Protection of vital interests;

• Establishment, exercise or defence of legal claims;

• Another condition permitted by applicable law.

You may withdraw consent where consent is the basis used. Withdrawal does not affect processing that was lawful before consent was withdrawn.

We will not use accessibility or health information for advertising.

7. Automated systems and decision-making

The Platform may use automated systems to:

• Calculate quotations;

• Estimate pickup and journey times;

• Match bookings with available drivers;

• Detect suspicious activity;

• Assess payment risk;

• Apply promotional rules;

• Identify duplicate or abusive accounts.

These systems may use information such as:

• Pickup and destination;

• Journey distance and expected duration;

• Vehicle availability;

• Customer demand;

• Booking history;

• Device and account information;

• Payment status;

• Indicators of fraud.

We do not intend to make decisions based solely on automated processing that produce legal or similarly significant effects without appropriate safeguards.

Where such a decision is made and applicable law provides additional rights, you may request:

• Human review;

• An explanation;

• An opportunity to provide additional information;

• An opportunity to challenge the decision.

Contact us using the details in section 22.

8. Who we share information with

We disclose personal information only where it is reasonably necessary, legally required or you have authorised us to do so.

8.1 Allocated drivers

We may provide the driver with information needed to complete the booking, including:

• Passenger name;

• Contact telephone number or protected contact method;

• Pickup location;

• Destination;

• Number of passengers;

• Booking notes;

• Accessibility requirements;

• Flight information;

• Payment status.

Drivers should use this information only for the booking, safety, legal and related service purposes.

8.2 Other licensed operators

We may share booking information with another licensed private-hire operator where that operator will fulfil the journey.

The other operator may act as an independent data controller for its own legal, licensing and operational responsibilities.

Where required, we will identify the operator responsible for the journey.

8.3 Payment providers

We share transaction information with payment providers to:

• Process payments;

• Verify payment methods;

• Prevent fraud;

• Issue refunds;

• Resolve disputes and chargebacks.

Payment providers process payment information under their own privacy terms and applicable payment-security requirements.

8.4 Technology providers

We may use service providers for:

• Website and cloud hosting;

• Database storage;

• App development and maintenance;

• Mapping and navigation;

• Push notifications;

• Email and SMS delivery;

• Customer support;

• Analytics;

• Crash reporting;

• Identity verification;

• Fraud prevention;

• Cybersecurity;

• Accounting.

These providers receive only the information reasonably necessary to provide their services and must protect it under appropriate contractual arrangements.

Our principal providers may include:

• Payment processing: [PROVIDER]

• Cloud hosting: [PROVIDER]

• Mapping and navigation: [PROVIDER]

• SMS and communications: [PROVIDER]

• Email delivery: [PROVIDER]

• Analytics and crash reporting: [PROVIDER]

• Customer support: [PROVIDER]

This list should be updated when our suppliers change.

8.5 Corporate customers and travel organisers

Where a company, hotel, travel organiser or other account holder books and pays for a journey, we may provide them with:

• Booking status;

• Journey date and time;

• Pickup and destination;

• Fare;

• Receipt;

• Relevant service information.

We will not provide unnecessary personal information.

8.6 Insurers and professional advisers

We may disclose information to:

• Insurers;

• Solicitors;

• Accountants;

• Auditors;

• Claims handlers;

• Professional advisers.

This may be necessary to handle claims, comply with legal duties or protect our rights.

8.7 Authorities and emergency services

We may disclose information where reasonably necessary or legally required to:

• Licensing authorities;

• Police;

• Courts;

• Tax authorities;

• Regulators;

• Emergency services;

• Government bodies.

We review requests and disclose only information that we reasonably believe is necessary and lawful.

8.8 Business transfers

If our business, assets or Platform are sold, reorganised or transferred, personal information may be provided to relevant advisers, potential purchasers and the new owner.

Any recipient must use the information consistently with this Privacy Policy and applicable law.

9. We do not sell personal information

We do not sell your personal information to advertisers or data brokers.

We do not allow third parties to use precise journey-location information for their own unrelated advertising purposes.

10. International transfers

Some technology providers may process or access personal information outside the United Kingdom.

Where this involves a restricted international transfer, we will use an approved protection mechanism where required, such as:

• A UK adequacy regulation;

• The UK International Data Transfer Agreement;

• The UK Addendum to approved contractual clauses;

• Another legally permitted safeguard.

We will also assess whether additional technical or contractual protections are necessary.

You may contact us for further information about the safeguards relevant to your information.

11. Cookies and similar technologies

The Taxi Manchester website and Cabsha Platform may use cookies, software development kits, pixels, local storage and similar technologies.

These may be used for:

• Keeping the website and app secure;

• Remembering settings;

• Maintaining sessions;

• Processing bookings;

• Preventing fraud;

• Measuring performance;

• Understanding how the Platform is used;

• Measuring advertising, where permission has been provided.

Strictly necessary technologies may be used without optional consent where legally permitted.

Non-essential analytics, advertising and tracking technologies will not be activated until the required choice or consent has been obtained.

You can manage optional cookie choices through our cookie banner or privacy settings.

Further details, including technology names, providers, purposes and durations, should be provided in our separate Cookie Policy.

12. App permissions

The Cabsha app may request permission to access certain device functions.

Location

Used to identify pickup points, estimate fares, find drivers and support active journeys.

Notifications

Used to send booking updates, driver-arrival messages, receipts and optional promotions.

Camera or photo library

Used only where you choose to upload a profile image, receipt, lost-property image or complaint evidence.

Telephone

Used to enable calls to the driver or customer support. Where available, we may use number masking to protect telephone numbers.

Permissions can be changed through your device settings.

Disabling a permission may prevent the associated feature from working.

13. Marketing preferences

We may send electronic marketing only where we have the required permission or another lawful basis permitted by applicable electronic-marketing rules.

Every electronic marketing message will include a way to unsubscribe.

You can also change preferences through the Cabsha app or contact us directly.

We may keep a minimal suppression record after you opt out. This helps us honour your preference and avoid adding you back to a marketing list.

We do not charge for withdrawing marketing consent.

14. Data retention

We do not retain personal information for longer than reasonably necessary.

The periods below are our intended standard retention periods. They must be reviewed against the final licensing authority’s requirements and the actual Cabsha system configuration.

Information	Normal retention period
Active account information	For the duration of the account
Inactive account profile	Up to 24 months after the last account activity, unless retention is required for another reason
Booking, fare, receipt and transaction records	Up to 6 years after the transaction or end of the customer relationship
Records required by a licensing authority	For at least the period required by the applicable licence conditions
Precise journey and GPS information	Normally up to 12 months after the journey, then deleted or anonymised unless required for a complaint, safety incident or legal claim
Uncompleted quotation or abandoned booking information	Normally up to 90 days
Customer-support correspondence	Up to 6 years after the matter is closed where required for complaint or legal records
Call recordings	Normally 90 days, or longer where linked to a complaint, safety incident or legal claim
Complaint and safety records	Up to 6 years after closure, or longer where legally necessary
Payment tokens	Until removed, expired or no longer required
Full card details	Normally retained by the payment provider rather than by us
Marketing preferences	Until you withdraw consent or opt out
Marketing suppression records	For as long as reasonably necessary to respect your opt-out
Consent records	For as long as the information is used and for a reasonable period afterwards
Security and access logs	Normally up to 12 months
Cookie and analytics information	As described in the Cookie Policy

We may keep information for longer where necessary to:

• Meet legal, tax, insurance or licensing obligations;

• Resolve a complaint;

• Investigate fraud;

• Protect passenger or driver safety;

• Establish, exercise or defend a legal claim;

• Enforce our Terms and Conditions.

Where possible, information that is no longer needed in identifiable form will be deleted or anonymised.

15. Account deletion

You may request deletion of your Cabsha account:

• Through the account settings, where this function is available; or

• By contacting [PRIVACY EMAIL ADDRESS].

Closing an account does not always mean that every record can be deleted immediately.

We may retain certain information where required for:

• Licensing records;

• Tax and accounting;

• Payment disputes;

• Fraud prevention;

• Complaints;

• Safety investigations;

• Legal claims;

• Compliance with applicable law.

Information retained after account closure will not be used for unrelated marketing.

16. Security

We use reasonable organisational and technical measures designed to protect personal information.

These may include:

• Encryption in transit;

• Encryption at rest where appropriate;

• Password hashing;

• Access controls;

• Multi-factor authentication for sensitive systems;

• Secure payment providers;

• Staff and contractor confidentiality duties;

• System monitoring;

• Logging and fraud detection;

• Software updates;

• Backup and recovery procedures;

• Supplier security requirements;

• Incident-response procedures.

No website, application or transmission method is completely secure. You are responsible for protecting your device, account credentials and verification codes.

You should contact us immediately if you believe that your account has been compromised.

17. Personal-data breaches

Where a personal-data breach occurs, we will:

• Investigate it;

• Take reasonable steps to contain it;

• Assess the likely risks;

• Notify the Information Commissioner’s Office where legally required;

• Notify affected individuals where legally required;

• Take steps to reduce the risk of recurrence.

18. Your data-protection rights

Depending on the circumstances, you may have the right to:

Access

Request confirmation that we process your personal information and obtain a copy.

Rectification

Ask us to correct inaccurate information or complete incomplete information.

Erasure

Ask us to delete personal information where there is no lawful reason to continue retaining it.

This right is not absolute and some booking, licensing, payment or legal records may need to be retained.

Restriction

Ask us to restrict the use of your information in certain circumstances.

Objection

Object to processing based on legitimate interests.

You have an absolute right to object to the use of your personal information for direct marketing.

Data portability

Request certain information you provided to us in a structured, commonly used and machine-readable format where the right applies.

Withdraw consent

Withdraw consent at any time where processing is based on consent.

Withdrawal does not affect the lawfulness of processing completed before consent was withdrawn.

Challenge certain automated decisions

Request safeguards where a decision based solely on automated processing produces legal or similarly significant effects.

Complain

Raise a complaint with us or with the Information Commissioner’s Office.

19. Exercising your rights

To exercise a data-protection right, contact:

Email: [PRIVACY@CABSHA.COM]
Address: [UK POSTAL ADDRESS]

Please describe your request clearly.

We may ask for information needed to verify your identity. We will not request more identity information than is reasonably necessary.

We normally respond without undue delay and within one month. In certain circumstances, the response period may be extended where the request is complex or multiple requests have been made. We will notify you where an extension is required.

There is normally no charge for exercising your rights. A reasonable fee may be charged or a request may be refused where permitted by law, such as where a request is manifestly unfounded or excessive.

20. Children

The Cabsha passenger account service is intended for people aged 18 or over.

A child may travel as a passenger where a journey is booked by a responsible adult or under an approved corporate, school, local-authority or safeguarding arrangement.

In those circumstances, we may process limited information about the child where necessary to:

• Complete the journey;

• Meet accessibility requirements;

• Protect the child’s safety;

• Comply with legal or safeguarding responsibilities.

We do not knowingly use children’s personal information for targeted advertising.

A parent or legal guardian may contact us about personal information relating to a child.

21. Third-party websites and services

The Platform may contain links to services operated by third parties, including:

• Apple App Store;

• Google Play;

• Payment providers;

• Mapping services;

• Social-media platforms;

• Licensed transport operators.

These organisations may collect and use information under their own privacy policies.

We are not responsible for the privacy practices of an independent third-party service.

22. Contact us

Questions, requests or complaints about this Privacy Policy should be sent to:

Taxi Manchester / Cabsha
Data controller: [LEGAL UK COMPANY NAME]
Registered address: [REGISTERED UK ADDRESS]
Operating address: [LICENSED OPERATING ADDRESS]
Privacy email: [PRIVACY@CABSHA.COM]
Telephone: [UK TELEPHONE NUMBER]
ICO registration number: [ICO REGISTRATION NUMBER]

If a data-protection officer has been appointed:

Data Protection Officer: [NAME OR ROLE]
Email: [DPO EMAIL ADDRESS]

23. Complaints to the Information Commissioner

Please contact us first so that we have an opportunity to investigate and resolve your concern.

You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

The current telephone number and complaint service are available through the Information Commissioner’s Office website.

24. Changes to this Privacy Policy

We may update this Privacy Policy when:

• Our services or technology change;

• New Cabsha features are introduced;

• Our suppliers change;

• Our legal or licensing obligations change;

• We change how personal information is used.

We will publish the updated version and revise the “Last updated” date.

Where a change materially affects how existing information is used, we will provide an additional notice through the app, website, email or another appropriate method before the change takes effect where required.

25. Previous versions

Previous versions of this Privacy Policy may be requested by contacting [PRIVACY EMAIL ADDRESS].