Privacy Policy

This Privacy Policy explains how Urban Priority Ltd uses personal data when you use the Urban Priority customer app, website and related services.

1) Who controls your data

Urban Priority Ltd (company number 17080376) is the controller of the personal data covered by this policy. Registered office: Regal House, 70 London Road, Twickenham, TW1 3QS, England. Contact for privacy questions, complaints and rights requests: support@urbanpriority.co.uk.

2) The personal data we collect

Depending on how you use the Platform, we may collect:

• account details such as your name, email address, phone number, password hash and account settings

• booking details such as pickup and drop-off addresses, sender and recipient names, phone numbers, item notes, timing preferences and order history

• delivery tracking and status information, including route, timestamps and proof-of-delivery information where used

• support and communications data, including messages, complaint details, attachments and photos you choose to upload

• payment-related data such as payment status, receipts, masked payment details and provider reference numbers

• push notification data such as your device push token, notification preferences, badge counts and delivery/support notification history where used

• device and technical data such as app version, device type, identifiers, IP address, browser/app diagnostics and security logs

• location data where needed for map features, address lookup, delivery preview or live tracking features you use.

3) How we use your data

We use personal data to:

• create and manage your account

• take bookings, process payments and arrange deliveries

• show delivery tracking, ETAs, receipts and status updates

• send service notifications, support updates and optional push notifications connected to your use of the Platform

• communicate with you and provide support

• review reports, attachments and photos you submit for service issues or support requests

• prevent fraud, abuse and security incidents

• keep business, tax and accounting records

• improve the Platform, debug issues and monitor service quality

• comply with legal obligations and respond to lawful requests.

4) Our lawful bases

We rely on one or more of the following legal bases under UK data protection law:

• contract — where we need the data to provide the service you asked for

• legitimate interests — for service improvement, fraud prevention, platform security, complaint handling and business administration

• legal obligation — where we must keep or disclose information by law

• consent — where consent is required, for example for optional notifications, photo-library access, location permissions or non-essential tracking technologies.

5) Who we share data with

We share personal data only where reasonably necessary, including with:

• couriers handling your delivery, so they can collect, contact and deliver

• payment providers and payment infrastructure providers such as Stripe

• hosting, database, media storage, messaging, notification, mapping, address lookup and technical service providers acting on our instructions

• professional advisers, insurers, auditors or debt recovery providers where reasonably required

• regulators, law enforcement, courts or other third parties where the law requires it or where necessary to protect rights, safety or prevent fraud.

6) International transfers

Some of our service providers may process data outside the UK. Where required, we use appropriate safeguards for those transfers, such as approved contractual protections.

7) Cookies and similar technologies

If you use our website or web app, we may use cookies or similar technologies for essential functionality. If we use non-essential analytics or similar tracking on the website, we will seek consent where required. In the mobile app, similar identifiers may be used for login security, performance, diagnostics and notification delivery.

8) How long we keep data

We keep personal data only for as long as reasonably necessary for the purposes described above. This usually means:

• active account information for as long as your account remains open

• completed delivery, payment, invoice and support records for up to 6 years after the relevant service, unless a longer period is required for legal, regulatory or dispute reasons

• shorter retention periods for some logs, diagnostics, badge counters, temporary technical data and device tokens where they are no longer needed.

9) Your rights

You may have the right to ask us for access to your personal data, correction of inaccurate data, deletion, restriction, objection, and portability, depending on the circumstances. You can also withdraw consent where we rely on consent.

10) Account deletion and data export

Where available in the app, you can request an export of your data and initiate account deletion from Settings. We may retain information that must be kept for legal, accounting, fraud-prevention, dispute or safety reasons even after account closure.

11) Complaints about privacy

Please contact us first at support@urbanpriority.co.uk so we can try to resolve the issue. You also have the right to complain to the Information Commissioner’s Office (ICO).

12) Security

We use reasonable technical and organisational measures to protect personal data, including access controls, authentication measures and encrypted connections where appropriate. No system can be guaranteed completely secure, so you should also keep your login credentials safe.

13) Children

The Platform is not intended for children under 18, and we do not knowingly create accounts for children.

14) Changes to this policy

We may update this Privacy Policy from time to time. The current version shown in the app or on our website is the version that applies.