ChooseYourVan.com Privacy Policy

Last updated: 1 July 2026

This Privacy Policy explains how ChooseYourVan.com collects, uses, stores and shares personal information. We have written this in plain English so customers, transporters and drivers can understand what happens to their information when they use our website or services.

1. Who we are

ChooseYourVan.com is operated by:

Courier Q Limited t/a ChooseYourVan.com
124 City Road
London
EC1V 2NX
United Kingdom

Company number: 07332652
VAT number: 370969753

For data protection purposes, Courier Q Limited is the data controller for the personal information we collect and use through ChooseYourVan.com.

2. How to contact us about privacy

Email: privacy@chooseyourvan.com
Post: Courier Q Limited t/a ChooseYourVan.com, 124 City Road, London, EC1V 2NX, United Kingdom

3. What this policy covers

This policy applies when you visit ChooseYourVan.com, create an account, post a transport listing, request or accept a quote, make a booking, pay a booking fee/deposit/full transport charge, message us or a transporter, contact us by phone/email/WhatsApp/SMS/live chat/social media, leave a review, or work with us as a transporter, courier, driver, subcontractor or partner.

4. Personal information we collect

Identity information

Name; username/account name; business name; job title; proof of identity where needed; passport or identity document details where needed for customs or international transport; photos you upload as part of a listing or claim.

Contact information

Email; phone; WhatsApp; pickup, delivery and billing addresses; sender and receiver details.

Booking and transport information

Item details, photos and values; pickup and delivery dates; access details (stairs, lifts, floors, parking); special instructions; quotes received; quote accepted; transporter selected; delivery notes; tracking/status updates; claims, complaints or dispute details.

Payment and transaction information

Amount paid; date; booking fee/deposit paid; outstanding balance; refund and invoice details; VAT information; payment method type. We do not normally store full card details ourselves — card payments are processed by secure third-party providers such as Stripe.

Account and profile information

Login details; preferences; saved listings; booking history; reviews; ratings; messages; support history.

Technical information

IP address; browser; device; operating system; time zone; pages viewed; usage; referral source; cookies; approximate location based on technical data.

Marketing and communication information

Whether you have agreed to receive marketing; opt-outs; email open/click information; advertising preferences; responses to surveys, promotions or review requests.

Call, message and support information

Emails; WhatsApp/SMS/live chat messages; support tickets; call notes; call recordings where calls are recorded; complaint records.

Transporter, courier and driver information

Business/trading name; contact details; vehicle details and registration; insurance and Goods in Transit documents; licence or permit details; payment/bank details; performance history; customer reviews; complaint history; proof of work; driver name and phone number.

5. Information about other people

Sometimes a customer gives us information about another person (sender, receiver, family member, employee, landlord, concierge or contact at an address). If you give us someone else's personal information, you must make sure they know you have given it to us and that we may use it to arrange the transport service.

6. Special category information

We do not usually need sensitive personal information. Please do not send us sensitive information unless it is genuinely needed for the booking. If provided (for example access needs at a property), we only use it for the purpose of arranging or completing the service.

7. How we collect personal information

Directly from you when you fill in forms, post listings, request/accept quotes, make payments, create accounts, send documents, contact support or leave reviews. From transporters and drivers reporting on jobs. From third parties including payment providers, review platforms, advertising and analytics providers, customer support tools, mapping services, customs agents, insurers, delivery partners, fraud prevention services, publicly available sources, business directories and social media. Automatically via cookies, analytics tools and server logs.

8. Why we use your personal information

To provide our services

Allow you to post a listing, provide quotes, arrange bookings, process payments, share booking details with the selected transporter, arrange collection and delivery, provide customer support, send booking updates, and deal with cancellations, complaints and claims.

To operate the marketplace

For Marketplace Bookings, we share the customer's contact details, pickup and delivery addresses and job details with the selected transporter after a booking is accepted.

To provide Direct Service bookings

To arrange and manage transport through our own network, partners, agents or subcontracted couriers.

Payments and accounts

Processing booking fees, deposits and full payments; issuing invoices; refunds; chargebacks; accounting; fraud prevention.

Communication, improvement, safety and legal

Responding to enquiries, sending confirmations and updates, improving the website and service, monitoring transporter performance, preventing fraud, enforcing our Terms, and meeting tax, VAT, customs, transport, insurance or financial obligations.

Marketing

We may send updates, offers or information about similar services. You can opt out at any time. Service messages about bookings will still be sent.

9. Our lawful reasons for using your information

Contract — where needed to provide a service you asked for. Legitimate interests — where reasonably needed for our business, such as fraud prevention, complaint handling and marketing similar services. Legal obligation — where the law requires it. Consent — for certain marketing, cookies or optional features; you may withdraw consent at any time.

10. Sharing your information with transporters

When you accept a quote or make a booking, we may share necessary information with the selected transporter, courier, driver, agent or subcontractor including your name, phone, email, pickup and delivery addresses, sender/receiver details, item details, photos, access information, payment status and delivery instructions. For Marketplace Bookings, the transporter is usually an independent business and may also be responsible for how they use your personal information.

11. Sharing transporter and driver information with customers

We may share transporter or driver name, business name, phone, vehicle details, ETA updates, proof of delivery and insurance/service information where relevant. Customers must only use this information for the purpose of the booking.

12. Other people we may share information with

Payment providers; website hosting; IT support; email/SMS/WhatsApp providers; analytics and advertising platforms; review platforms; customer service tools; mapping and route-planning services; customs and freight agents; transport partners; insurers; accountants; legal advisers; debt recovery; fraud prevention; government bodies, law enforcement, courts or regulators where required.

13. Payments

Payments are processed by third-party payment providers. We may receive limited information such as payment status, amount, last four digits of the card, reference, billing details, fraud checks and refund/chargeback status. We do not normally store your full card number or security code.

14. Marketplace payments and privacy

For Marketplace Bookings, you may pay a booking fee or deposit to ChooseYourVan. The remaining balance may be paid directly to the transporter, who may then collect payment information from you under their own privacy practices. Only use safe and agreed payment methods.

15. Reviews and feedback

We may invite customers to leave reviews. A review may include your name/display name, rating, comments, booking reference, transporter name and service type. Please do not include private information about yourself or others in a public review. We may remove or edit reviews that contain private data, abusive content or false claims.

16. Marketing

We may send marketing about our services where the law allows, including special offers, service updates, reminders, quote follow-ups, abandoned listing reminders and feedback requests. You can opt out at any time by clicking unsubscribe, emailing privacy@chooseyourvan.com, or changing your account preferences. Opting out will not stop important service messages.

17. Online advertising and analytics

We may use analytics and advertising tools to understand website use and show relevant adverts. These tools may use cookies, pixels or similar technologies. Advertising platforms may use limited information to show ChooseYourVan adverts on other websites or apps. You can manage cookies through your browser settings or our cookie tools.

18. Cookies

We may use cookies to make the website work, keep you logged in, remember preferences, understand traffic, improve performance, support advertising, measure conversions, and protect against fraud or misuse. Some cookies are essential; others are optional and may require consent. You can block or delete cookies in your browser settings, though some parts of the website may not work properly.

19. Call recordings and messages

We may record calls or keep message records for training, quality monitoring, customer support, dispute handling, fraud prevention, complaint investigation or checking what was agreed. Access is limited to people who need it for business, legal, training or support reasons.

20. WhatsApp, SMS, email and social media

If you contact us through these channels, your information may also be handled by that service provider. Please avoid sending sensitive information through these channels unless necessary.

21. International transport and customs information

For international bookings, we may collect and share information needed for customs, export, import, freight forwarding or delivery, including sender/receiver details, passport or identity details where required, EORI/tax numbers, item descriptions and values, invoices, packing lists, reason for export, customs forms and delivery agent details. We may share this with customs agents, freight partners, couriers, border authorities, tax authorities or other parties.

22. How long we keep your information

• Enquiry records: up to 2 years.
• Booking and account records: up to 6 years after activity.
• Financial, invoice and tax records: at least 6 years.
• Complaint, claim and dispute records: up to 6 years, or longer if needed.
• Call recordings: normally up to 12 months, unless needed for a complaint, claim or legal issue.
• Marketing preferences: until you opt out or ask us to remove them.
• Transporter and driver records: for the length of the relationship plus a reasonable period afterwards.

We may keep information for longer if required by law, tax, insurance, customs, fraud prevention, legal claims or regulatory reasons. Where possible we may anonymise information for reporting, service improvement or statistics.

23. How we protect your information

Access controls; password protection; secure payment processing; limited staff access; secure hosting; system monitoring; backups; staff training; fraud checks; secure document handling. No online system is completely secure — do not share passwords or one-time passcodes, check payment links carefully, avoid sending sensitive documents unless necessary, and tell us quickly if you think your account has been compromised.

24. International transfers

Some service providers may process personal information outside the UK. Where this happens we take steps designed to protect your information in line with data protection law, including approved contractual protections or only using providers in countries considered to provide adequate protection.

25. Your rights

Depending on the circumstances you may have the right to: access a copy of your personal information; correct inaccurate information; request deletion; restrict use; object to use; request transfer; withdraw consent; object to direct marketing; and complain to the Information Commissioner's Office. Some rights do not apply in every situation.

26. How to exercise your rights

Contact privacy@chooseyourvan.com. We may need proof of identity. We aim to respond within one month; complex requests may take longer. Requests are usually free, but we may refuse or charge for unfounded, repetitive or excessive requests.

27. Complaints

If you are unhappy with how we use your personal information, please contact us at privacy@chooseyourvan.com. You also have the right to complain to the UK Information Commissioner's Office.

28. Children

ChooseYourVan.com is not aimed at children. You must be at least 18 years old to create an account, post a listing, accept a quote, make a booking or work with us as a transporter.

29. Business changes

If Courier Q Limited sells, transfers, merges or reorganises all or part of its business, personal information may be shared with buyers, advisers or new owners where necessary. We will take reasonable steps to make sure your information continues to be protected.

30. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be published on ChooseYourVan.com. Important changes may be notified by email, account message or website notice.

31. Extra section for transporters, couriers and drivers

This section applies to transporters, couriers, drivers, subcontractors and transport partners.

Information we may collect

Name; business name; phone; email; address; bank/payment details; insurance documents; vehicle details and registration; licence details; proof of identity; performance records; customer reviews; complaint records; job history; messages; proof of collection or delivery.

Why we use this information

To create and manage transporter accounts; check suitability; allow quoting; arrange jobs; share relevant details with customers; process payments; monitor performance; handle complaints; investigate disputes; prevent fraud; and comply with legal, tax and insurance requirements.

Sharing transporter and driver details

We may share transporter or driver details with customers where needed for the job. We may also share information with insurers, payment providers, legal advisers, regulators, law enforcement or others where reasonably necessary.

Transporter responsibility

Transporters must protect customer information received through ChooseYourVan, use it only to arrange and complete the booked job (and handle related issues and meet legal/insurance obligations), and must not use customer details for unrelated marketing or pass them to others unless necessary or required by law.

32. Summary

We use personal information to run ChooseYourVan.com, connect customers with transporters, manage bookings, take payments, provide support, prevent fraud, improve our service and meet legal obligations. We aim to handle your information carefully, fairly and transparently.