Privacy policy

City2City is a marketplace for man and van work in London. Customers post a job, compare independent drivers on price, rating, jobs completed and van size, then book and pay online. City2City does not own vans and does not employ the drivers.

The data controller is City2City Logistics Ltd, registered in England and Wales, company number 15462566, registered office 16J Blenheim Crescent, London W11 1NW. In this policy “we” and “us” mean City2City Logistics Ltd.

Email info@city2city.co.uk or call +44 333 335 6525 about anything in this policy.

We handle personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The supervisory authority is the Information Commissioner’s Office (ICO).

A driver who takes your job is a separate business and is a data controller in their own right for the personal data they hold about you as their customer. We are responsible for the platform; they are responsible for what they do with your details once the job is theirs.

You give us

• Account details — name, email address, phone number, password and, if you add one, a profile photo.
• Job details — collection and delivery addresses, the floor at each address and whether there is a lift, any extra stops, property type, the items you list, van size, how many helpers you want, date and time, packing service and any promo code.
• Addresses you type — the address boxes suggest addresses as you type. Our server passes what you type to Loqate (GBG), which sends back matching addresses, and looks postcodes up with postcodes.io to place them on the map.
• Messages through our forms — your name, contact details and message when you use the contact form, the business enquiry form or the account deletion form.
• Messages — what you send us on live chat, by email or by phone, and messages between you and a driver about a job.
• Reviews — the rating and comments you leave after a job.
• Driver documents — if you sign up to drive: your driving licence, your vehicle registration document (V5), and certificates for Goods In Transit, Hire & Reward and Public Liability insurance.

We collect automatically

• Payment records — the amount, date, result and last four digits of the card. Payments run through Stripe. Your full card number is entered into Stripe and never reaches us.
• Location — when a driver is on a job, the driver app shares the vehicle’s location so the customer can follow the job. Customer location is only used if you choose to use your current location to fill in an address.
• Device tokens — a token from your phone so we can send push notifications about your job. Deleting the app or turning notifications off stops these.
• Usage data — pages viewed, device and browser type, approximate location from your IP address, and how you arrived at the site. Collected through Google Analytics, and only if you accept analytics cookies. See the cookie policy.
• Live chat — our chat runs on Crisp. Once you open the chat, Crisp keeps the conversation and puts a chat session cookie on your device so the conversation carries on between pages.

We do not ask for special category data such as health or ethnicity. Please do not put it in a chat message or a job note.

Every use of your data has to sit under a lawful basis. Here is ours.

Where we rely on consent you can withdraw it at any time, and where we rely on legitimate interests you can object. Both are covered under your rights below.

We do not sell your data. We share it with:

• The driver you book — your name, phone number, the addresses, the item list and the job notes. They need them to do the job.
• Stripe — to take card payments and to pay drivers.
• Loqate (GBG) — what you type in an address box, to suggest matching addresses.
• postcodes.io — postcodes, to find where they are on the map.
• Google, or the OSRM routing service — the start and end points of a job (map coordinates only), to work out the road distance. Google is also used for Google Analytics, only if you accept analytics cookies.
• Resend — delivers the emails the website sends us: the messages you send through its forms, and a notice of each new booking.
• Our website agency — the company that builds and looks after this website gets a copy of the messages sent through the contact and business enquiry forms, to check they arrive. It does not get booking notices or account deletion requests.
• Vercel — hosts this website.
• Crisp — our live chat provider, which processes the messages you send us.
• Our hosting and infrastructure providers — the servers, databases, backups, email and push notification services that run the platform.
• Professional advisers — accountants, insurers and solicitors, where they need it.
• The police, a regulator or a court — where the law requires it, or to protect someone from harm.

Suppliers act on our instructions under a written contract and cannot use your data for their own purposes.

Some of our suppliers, including Stripe, Google, Crisp, Resend and Vercel, are based outside the UK or store data outside it. Where data leaves the UK we rely on the UK Government’s adequacy rules for that country, or on the International Data Transfer Agreement and the UK Addendum to the EU Standard Contractual Clauses, together with checks on the supplier.

Ask us at info@city2city.co.uk if you want to know which safeguard applies to a particular supplier.

We keep personal data for as long as you have an account, and then only for as long as we have a reason to. Booking and payment records are kept for six years from the end of the tax year they fall in, because UK tax and accounting law requires it. Driver licence, V5 and insurance records are kept while the driver is on the platform and for six years after.

The full retention list, including what survives an account deletion, is on the account deletion page.

Under UK data protection law you can ask us to:

• Give you a copy of the personal data we hold about you.
• Correct anything that is wrong or incomplete.
• Delete your data, where we do not have to keep it.
• Stop or limit what we do with it while a question about it is sorted out.
• Send your data to you, or to another provider, in a machine-readable format.
• Stop using it where we have relied on legitimate interests, including for marketing.
• Withdraw consent you have given, at any time.

Email info@city2city.co.uk and tell us what you need. It is free, and we answer within one month. We may ask you to confirm who you are first, so nobody else can get at your data.

If you are unhappy with how we have handled your data, tell us first and we will try to put it right. You can also complain to the Information Commissioner’s Office, the UK regulator for data protection.

ico.org.uk/make-a-complaint
ICO helpline 0303 123 1113
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Complaining to the ICO does not stop you taking the matter to court.

The site uses cookies it needs to keep you signed in and to make booking and payment work, Google Analytics cookies only if you accept them, and a Crisp cookie if you open the live chat. It uses no advertising cookies. What each one does, and how to refuse the optional ones, is set out in the cookie policy.

The site and the apps run over encrypted connections. Card details are entered into Stripe and are never stored on our systems. Access to customer and driver data is limited to the people who need it to do their job, and passwords are stored in a scrambled form rather than as readable text.

No system is perfect. If a breach happens that is likely to put your rights at risk we will tell you and the ICO, within the time limits the law sets.

City2City is for adults. You need to be 18 or over to hold an account, whether as a customer or as a driver. We do not knowingly collect data about children. If you think a child has given us their details, email info@city2city.co.uk and we will remove them.

We update this policy when the platform changes or the law does. The effective date at the top of the page tells you which version you are reading. If a change matters to you we will say so by email or in the app.