Privacy Policy

Last updated: 19 October 2026

1. Introduction

Town2CityCourier respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and protect personal information when you visit our website, request a quotation, make a booking or use our courier and light removals services.

Town2CityCourier is based in Dundee, Scotland, and provides courier services, same-day and next-day deliveries, business deliveries, student removals, furniture deliveries, single-item deliveries and light removals throughout Scotland and across the UK.

For the purposes of applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Town2CityCourier is responsible for the personal information it collects and uses.

Contact details

2. What Personal Information We Collect

We may collect and process the following information when you contact us or use our services.

Contact information

  • Name

  • Telephone number

  • Email address

Quotation and booking information

  • Collection and delivery addresses and postcodes

  • Preferred collection and delivery dates and times

  • Details of the items to be transported

  • Item dimensions, quantities and approximate weights, where relevant

  • Access information, including stairs, parking arrangements and property access

  • Special handling instructions and other information relevant to your booking

  • Photographs of items or access arrangements, where you choose to provide them or they are reasonably needed to assess a job

Student removals information

Where reasonably necessary to arrange a student removal or verify eligibility for a particular service, we may request limited student-related information. We will explain why it is needed and will not request or retain copies of student identification documents unnecessarily.

Payment and transaction information

We may retain records of payments, invoices, booking fees, refunds and transactions. Where a payment provider processes your payment, that provider may collect and process payment details under its own privacy policy.

Website and technical information

When you visit our website, certain technical information may be collected by our website hosting provider or other website services. Depending on the services and settings in use, this may include your IP address, browser type, device information, pages visited and technical logs.

3. How We Use Your Personal Information

We use personal information for legitimate business purposes, including:

  • Responding to enquiries and quotation requests.

  • Calculating prices and assessing whether a job is suitable for our vehicle and services.

  • Arranging and confirming bookings.

  • Planning collections, deliveries and routes.

  • Contacting customers about appointments, delays, access arrangements or changes to a booking.

  • Delivering courier, transport and light removals services.

  • Processing payments, booking fees, refunds and invoices.

  • Maintaining business records and meeting accounting and legal obligations.

  • Handling complaints, disputes, insurance matters and claims.

  • Protecting our business, customers and property against fraud or misuse.

  • Maintaining and improving our website and services where appropriate.

We will only use your personal information for purposes that are lawful and compatible with the reasons it was collected.

4. Our Lawful Bases for Processing Personal Information

Data protection law requires us to have a lawful basis for using personal information. Depending on the circumstances, we may rely on the following bases.

Contract and steps before entering into a contract

We use your information to prepare quotations, discuss your requirements, arrange bookings and provide the services you request.

Legal obligation

We may process and retain information where necessary to comply with legal requirements, including applicable tax, accounting and record-keeping obligations.

Legitimate interests

We may use relevant information for legitimate business purposes, such as managing enquiries, maintaining business records, improving our services, preventing fraud and handling complaints or disputes. We will consider your rights and interests when relying on this basis.

Consent

Where consent is the appropriate legal basis, we will ask for it. You can withdraw consent at any time, although this will not affect processing that was lawful before consent was withdrawn.

We will identify the appropriate lawful basis for the particular processing activity rather than relying on one basis for every situation.

5. How We Share Your Personal Information

We do not sell your personal information to third parties.

We may share relevant information with the following categories of recipients where necessary:

  • Website hosting and service providers: to operate, maintain and secure our website and enquiry facilities.

  • Email and communication providers: to receive enquiries and communicate with customers.

  • Payment providers and financial institutions: to process payments and related transactions.

  • Accountants and professional advisers: to support our accounting, tax and business compliance obligations.

  • Insurance providers and claims handlers: where necessary to deal with an incident, claim or insurance matter.

  • Public authorities and regulators: where disclosure is required by law or necessary to establish, exercise or defend legal claims.

We only share information that is reasonably necessary for the relevant purpose. Where required, we take appropriate steps to ensure that service providers handle personal information securely and lawfully.

6. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including legal, accounting and business requirements.

Our intended retention periods are:

  • Enquiries and unsuccessful quotations: normally up to 12 months after the last meaningful contact, unless a longer period is justified by a dispute or other legitimate need.

  • Customer booking and delivery records: normally up to 6 years where required for business records, contractual matters or potential legal claims.

  • Invoices and financial records: for the period required by applicable tax and accounting rules.

  • Photographs and supporting documents: only for as long as needed to assess or complete a job, resolve a query or meet a legitimate record-keeping requirement.

  • Website technical logs: according to the retention settings and policies of the relevant hosting or technical service provider.

These are intended retention periods, not a promise that every record will be retained for the full period. We may delete or anonymise information sooner where it is no longer needed, or retain relevant information for longer where legally justified.

7. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against unauthorised access, accidental loss, alteration, disclosure or destruction.

Access to customer information is restricted to those who need it for legitimate business purposes. We also take reasonable care when communicating collection addresses, delivery details and other booking information.

However, no method of electronic transmission or storage can be guaranteed to be completely secure.

8. Cookies and Website Technologies

Our website may use cookies and similar technologies to support essential website functions, remember preferences, protect the website and, where enabled, measure website performance.

The cookies and technologies in use depend on the website platform, its settings and any third-party services installed.

Where consent is legally required for non-essential cookies or similar technologies, we will seek consent before using them. You can manage available cookie preferences through the website's cookie controls, where provided.

For further information, please read our separate Cookie Policy.

9. Your Data Protection Rights

Depending on the circumstances and the applicable law, you may have the right to:

  • Access: request a copy of the personal information we hold about you.

  • Rectification: ask us to correct inaccurate or incomplete information.

  • Erasure: request deletion of your personal information where the legal conditions are met.

  • Restriction: ask us to restrict the processing of your information in certain circumstances.

  • Objection: object to processing carried out on the basis of legitimate interests, where applicable.

  • Data portability: request certain information in a commonly used, machine-readable format where the legal conditions apply.

  • Withdraw consent: withdraw consent where we rely on consent as the lawful basis for processing.

These rights are subject to applicable legal conditions and exemptions. For example, we may need to retain certain financial or transaction records to meet legal obligations even if you request deletion.

To exercise your rights, contact us at info@town2citycourier.co.uk. We may need to verify your identity before responding.

We will handle your request within the applicable legal timeframe.

10. Direct Marketing

We may contact you about an existing enquiry or booking where necessary to provide our services.

We will not use your contact information for unrelated promotional communications without an appropriate legal basis and, where required, your consent. You can ask us to stop sending direct marketing communications at any time.

11. Links to Other Websites

Our website may contain links to third-party websites or services. Those websites operate under their own privacy policies, and we are not responsible for their privacy practices.

We recommend reviewing the relevant privacy information when visiting an external website.

12. International Transfers of Personal Information

Some website hosting, communication or other service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take the steps required by applicable data protection law to ensure that the transfer is lawful and that appropriate safeguards are in place where necessary.

13. Children's Privacy

Our services may be used by students and their families. We do not knowingly collect children's personal information unless it is reasonably necessary for an enquiry or booking and can be processed lawfully.

Where appropriate, we will communicate with a parent, guardian or other authorised representative. We will only collect the information necessary for the relevant purpose.

14. Complaints and the Information Commissioner's Office

If you have concerns about how we handle your personal information, please contact us first so we can investigate and try to resolve the issue.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Website: https://ico.org.uk/make-a-complaint/

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website, services or legal obligations.

Any updates will be published on this page, together with the revised date at the top.

16. Contact Us

If you have any questions about this Privacy Policy or how Town2CityCourier handles your personal information, please contact us:

Town2CityCourier

Email: info@town2citycourier.co.uk

Telephone: 07923 122101

Website: https://www.town2citycourier.co.uk

Based in Dundee, Scotland, serving customers throughout Scotland and across the UK.