Privacy Policy · Terms of Service · Refund & Cancellation Policy
Last updated: April 2026
This Privacy Policy explains how AR Cars ("we", "us", or "our") collects, uses, stores, and protects your personal data when you use any of our services, including:
Together, these are referred to as the "Services".
We are committed to protecting your privacy in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).
The data controller responsible for your personal data is:
AR Cars
2 Howard Close, Framlingham, IP13
Email: arcarsfram@gmail.com
Phone: +44 7554 152848
We collect and process the following categories of personal data depending on your interaction with our Services:
| Category | Examples |
|---|---|
| Identity | Name |
| Contact | Phone number, email address |
| Booking | Pickup and drop-off addresses, date and time of journey, fare amount, payment method (cash/card/account) |
| Journey notes | Special instructions (e.g., wheelchair access, flight number for airport pickups, number of passengers) |
| Category | Examples |
|---|---|
| Identity | Full name, date of birth, photograph |
| Contact | Phone number, email address, home address |
| Employment | Driver licence number & expiry, DBS certificate details, NI number |
| Vehicle | Vehicle registration, make, model, MOT date, insurance details, taxi licence number |
| Financial | Pay rates, earnings records, payroll data |
| Lawful Basis | Purpose |
|---|---|
| Contract Art. 6(1)(b) |
Processing necessary to fulfil your taxi booking — assigning a driver, completing the journey, processing payment. |
| Legal Obligation Art. 6(1)(c) |
Complying with legal requirements — driver licensing, DBS checks, HMRC tax obligations, licensing conditions. |
| Legitimate Interests Art. 6(1)(f) |
Our legitimate business interests — operational efficiency, service quality, vehicle safety, system security, and resolving disputes. |
We do not sell, rent, or trade your personal data. We only share data in the following limited circumstances:
| Third Party | Purpose |
|---|---|
| HMRC / Regulatory Bodies | Payroll and tax data as required by UK law. |
| Local Licensing Authority | Driver and vehicle records as required by private hire licensing conditions. |
| Law Enforcement | Only when required by law, court order, or to protect public safety. |
| Data Type | Retention Period |
|---|---|
| Customer booking records | 6 years (tax & dispute resolution) |
| Driver/staff profiles | Duration of engagement + 12 months |
| Payroll & financial records | 6 years (HMRC requirement) |
| Document compliance (licences, DBS, MOT) | Duration of engagement + 3 years |
After retention periods expire, data is securely deleted or anonymised.
We take the security of your data seriously and implement appropriate measures to protect it, including secure storage of records, restricted access to personal data on a need-to-know basis, and secure communication channels.
No system is 100% secure. If you suspect unauthorised access to your data, contact us immediately.
You have the following rights:
To exercise any right, email arcarsfram@gmail.com or call +44 7554 152848. We will respond within one calendar month.
If unsatisfied, you may complain to the Information Commissioner's Office (ICO):
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Website: ico.org.uk · Helpline: 0303 123 1113
We do not use third-party tracking cookies, advertising cookies, or analytics cookies. If we operate a website or app, any data stored locally on your device is used solely for service functionality (e.g., keeping you logged in).
We do not track you across other websites or services.
Our services are designed for adult customers. Children must be accompanied by a responsible adult unless travelling under a contracted school or council transport arrangement.
We do not knowingly collect personal data directly from children under the age of 13. If you believe a child has provided us data without appropriate consent, contact us immediately.
We may update this policy to reflect changes in our practices or legal requirements. The latest version will always be available on our website. Please review periodically.
Last updated: April 2026
These Terms of Service ("Terms") govern your use of taxi and private hire services provided by AR Cars, 2 Howard Close, Framlingham, IP13. By booking a journey with us, you agree to these Terms.
AR Cars provides reliable private hire taxi services in Framlingham and surrounding areas in Suffolk.
We accept bookings at any time. While our primary availability is during normal operating hours, if you make a booking outside these times we will do our best to arrange a driver for you. Bookings outside standard hours are subject to availability.
Bookings can be made by:
A booking is confirmed once we assign a driver and notify you. Please provide accurate pickup and drop-off addresses, journey date and time, number of passengers, and any special requirements.
We reserve the right to decline or cancel a booking if we cannot safely fulfil it, or if the customer behaves inappropriately.
Fares are quoted at the time of booking or calculated by the meter. Accepted payment methods include cash, card, and account (for approved account customers).
If the actual journey differs significantly from the booking (e.g., additional stops, route changes at the customer's request), the fare may be adjusted accordingly.
We reserve the right to refuse service or terminate a journey if a passenger's behaviour endangers the driver, other passengers, or the vehicle.
Our drivers will wait up to 6 minutes at the pickup location. After 6 minutes, the journey may be recorded as a no-show and the full fare may be charged.
For airport pickups, we provide 1 hour of free waiting time from the actual landing time. After 1 hour, a waiting charge of £20 per hour applies. Airport parking charges may also apply and will be added to your fare.
We will make every reasonable effort to get you to your destination on time and safely. However, we cannot be held liable for delays caused by traffic, road closures, adverse weather, accidents, or other circumstances beyond our reasonable control.
If our driver is significantly late due to our error, please contact us and we will work with you to resolve the matter fairly.
Our liability is limited to the cost of the fare for the affected journey. We are not liable for consequential losses (e.g., missed flights, missed appointments) unless caused by our gross negligence.
We take all complaints seriously. To raise a complaint:
Please include your booking details, date of journey, and a description of the issue. We aim to respond within 5 working days.
If you are not satisfied with our response, you may contact your local council's licensing department.
We may update these Terms from time to time. The latest version will always be available on our website. Continued use of our services after changes constitutes acceptance of the updated Terms.
Last updated: April 2026
This policy explains when and how refunds or charges apply to bookings with AR Cars. By making a booking, you agree to these terms.
If you cancel your booking more than 24 hours before the scheduled pickup time, you will receive a full refund with no cancellation charge.
If you cancel less than 24 hours before the scheduled pickup but before a driver has been dispatched, a 50% cancellation charge applies. You will be refunded the remaining 50%.
Once a driver has been dispatched to your pickup location, no refund is available. The full fare is payable. Our driver has already committed their time and fuel to your journey.
Our driver will wait at your pickup location for 6 minutes from the agreed pickup time. The driver will attempt to call you during this time.
If you do not appear within 6 minutes and we cannot reach you, the journey will be recorded as a no-show and the full fare will be charged.
We track your flight and will be at the airport ready for your arrival. You get 1 hour of free waiting time from when your flight actually lands — so if your flight is delayed, we adjust automatically.
After 1 hour, a waiting charge of £20 per hour applies (charged in 15-minute increments at £5 per 15 minutes).
Airport parking charges may also apply depending on the airport and terminal. These will be added to your fare at cost.
If your flight is cancelled entirely, please let us know as soon as possible. If you notify us before we travel to the airport, no charge applies. If our driver is already at the airport, the fare to the airport will be charged.
If you request the driver to wait during your journey (e.g., stopping at a shop, waiting at an appointment), a waiting charge of £20 per hour applies after the first 5 minutes of waiting.
This charge is in addition to the journey fare.
We pride ourselves on punctuality and reliability. If our driver is late to your pickup:
Delays caused by traffic, road closures, accidents, or weather are outside our control and do not qualify for compensation.
To request a refund or dispute a charge, contact us with your booking details:
Email: arcarsfram@gmail.com
Phone: +44 7554 152848
WhatsApp: +44 7554 152848
Refunds will be processed within 7 working days of approval, using the original payment method where possible.
| Scenario | Charge | Refund |
|---|---|---|
| Cancel 24+ hours before | None | Full refund |
| Cancel under 24 hours | 50% of fare | 50% refund |
| Cancel after driver dispatched | Full fare | No refund |
| No-show (6 minutes) | Full fare | No refund |
| Airport — first hour | Free | N/A |
| Airport — after 1 hour | £20/hour | N/A |
| Airport parking | At cost | N/A |
| General waiting | £20/hour (after 5 min) | N/A |
| Flight cancelled — notified early | None | Full refund |
| Flight cancelled — driver at airport | Fare to airport | Partial |