Privacy Policy
Golden Transfers Ltd, trading as Twinbound Transfers
This page carries the approved text of our privacy policy. If anything here is unclear, call us on 0118 995 2995 and we will explain it plainly.
1. Who we are
Twinbound Transfers is a trading name of Golden Transfers Ltd, a company registered in England and Wales under number 17351254. Our registered office is 1 Castle Court, Castle Street, Fareham, PO16 9QD. Our address for correspondence is 400 Thames Valley Park Drive, Thames Valley Park, Reading, RG6 1PT — correspondence only, not a passenger collection point.
Golden Transfers Ltd is the data controller for the information described in this notice. That means we decide what information is collected when you book with us and why.
To contact us about privacy, email [email protected], call 0118 995 2995, or write to the correspondence address above. Mark anything about your information clearly so it reaches the right person.
2. What we collect
Almost everything we hold about you, you gave us in order to arrange a journey.
| Category | Examples |
|---|---|
| Who you are | Name, telephone number, email address; the organisation you are booking for, where that applies |
| The journey | Collection and destination addresses, date and time, passenger numbers, luggage, requested vehicle, additional stops, return details |
| Travel details you choose to give | Flight, sailing or event information; accessibility requirements; child seat requirements; a pet travelling; anything else you tell us so the journey works |
| Payment | The amount, the method and whether it was taken. Card details are handled by the payment provider, not stored by us |
| Correspondence | Emails, messages and call notes about a booking, a change, a cancellation, a complaint or lost property |
| Technical information | Limited information from your device when you use the website, as described in our cookie policy |
You do not have to give us information that is not needed for the journey. If you withhold something we do need — a usable telephone number, a full collection address — we may not be able to arrange it, and we will say so rather than guess.
3. Why we use it, and our lawful basis
We only use your information for the reasons set out here.
| Purpose | Lawful basis |
|---|---|
| Quoting, arranging, confirming and delivering the journey you asked for, including passing what the driver needs to complete it | Performance of a contract with you, or taking steps at your request before a contract is made |
| Taking payment, issuing receipts and recovering unpaid amounts | Performance of a contract; our legitimate interests in being paid for work done |
| Keeping the booking and journey records our operator licence requires | Legal obligation |
| Handling a complaint, an incident or lost property | Legal obligation, and our legitimate interests in investigating properly |
| Meeting tax, accounting and other statutory duties | Legal obligation |
| Keeping the service, our website and our people safe, including preventing and investigating misuse | Legitimate interests; legal obligation where safeguarding or licensing duties apply |
| Optional cookies and any analytics | Your consent, which you can withdraw — see the cookie policy |
Where we rely on legitimate interests, we have considered whether the use is fair to you and have concluded it is limited to what the service requires. You can object, and we will explain our reasoning or stop.
Accessibility and health information. If you tell us about a disability, a mobility aid, an assistance dog or a medical need so that the journey can be arranged properly, we treat that as special category information. We use it only to arrange that journey and to meet our duties under equality law, and we pass on only what the driver actually needs to know.
We do not sell your information, and we do not use it to build profiles about you or to make automated decisions that affect you.
4. Who receives it
Your journey is delivered by a licensed transport provider and driver. To do that, they receive what the journey requires: the collection and destination addresses, the time, the passenger name and a contact number, and any requirement you have told us about. They receive nothing beyond that.
Information is also shared with:
- the suppliers who run our booking and dispatch system, our website and our email — they act on our instructions and may not use your information for their own purposes;
- our payment provider, which handles card details directly;
- a licensing authority, the police or another public body where we are required to provide information, or where it is necessary to investigate a serious incident;
- our professional advisers, and insurers, where a claim or a dispute makes that necessary;
- a buyer, if the business or part of it were ever transferred — you would be told.
Vehicles are supplied by transport providers. If a vehicle is fitted with a camera, that is the provider's decision and the provider is responsible for the footage; ask us and we will tell you who to contact about it.
Where information is held. Our systems are operated within the United Kingdom or the European Economic Area wherever possible. If any supplier stores information elsewhere, we require appropriate safeguards — normally the UK's International Data Transfer Agreement or an adequacy decision. Ask us and we will tell you which arrangement applies and provide a copy of the relevant safeguard.
5. How long we keep it
We do not keep information because it might be useful one day.
- Booking and journey records — for the period our operator licence conditions require, and then for as long as needed to deal with a tax enquiry or a legal claim arising from the journey. In practice that means records are ordinarily available for six years from the end of the tax year in which the journey took place.
- Complaints, incidents and lost property — for as long as the matter is open, and afterwards for the period needed to show how it was handled.
- Enquiries that never became bookings — a short period only, after which they are deleted.
- Accounting records — for the six years required of a company.
- Safeguarding records — for the longer period appropriate to the case, because destroying them early would defeat their purpose.
When a retention period ends, information is deleted or anonymised. Ask us what we hold about a particular journey and we will tell you.
6. Keeping it secure
Access is limited to the people who need it to do their work. Information sent between your device and this website is encrypted in transit. Drivers receive journey details for the journey they are doing, not a list of our customers. Our suppliers are required by contract to protect what they hold for us.
No system is beyond failure. If a breach happened that was likely to risk your rights, we would tell the Information Commissioner's Office within 72 hours where required, and tell you if the risk to you were high — plainly, and with what we were doing about it.
7. Your rights
You have the right to:
- ask for a copy of the information we hold about you;
- have inaccurate information corrected;
- ask us to delete information we no longer need;
- ask us to restrict how we use it while a concern is resolved;
- object to use based on legitimate interests;
- receive information you gave us in a portable form, where that applies;
- withdraw consent for anything we asked your consent for, such as optional cookies.
These rights have limits. We cannot delete a record we are required by our licence or by tax law to keep, and we will tell you when that is the reason rather than leave you guessing.
To exercise a right, email [email protected] or call 0118 995 2995. We do not charge for this. We will respond within one calendar month, and if a request is complex enough to need longer we will tell you inside that month and explain why. We may need to check who you are first, to avoid giving your information to somebody else.
8. Cancellations, complaints and this notice
To cancel or change a booking, email [email protected] or call 0118 995 2995 if the journey is soon. Cancellation terms are in our cancellation policy.
If you are unhappy with how we have used your information, tell us first — email [email protected] — and we will look into it. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint, by calling 0303 123 1113, or by writing to Wycliffe House, Water Lane, Wilmslow, SK9 5AF. You do not have to come to us first, though it is usually quicker.
If we change this notice we will change the date below. Where a change materially affects how we use information you have already given us, we will tell you rather than rely on you noticing.
Last updated 17 September 2026.