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This Privacy Notice explains how we collect, use and protect any information about you. It also tells you how to get in touch if you have any questions about it, which we will be more than happy to answer. If you’re interested in what we do with cookies and similar technologies, please check out our Cookie Statement.
We may change this Notice from time to time; so please check back here for any updates.
We offer a range of services related to online car rental, including products and services such as insurance, through our own websites, mobile apps, emails and text messages (‘platforms’). We also do this through our business partners’ websites, social media and other platforms. This Notice applies to all the personal data we collect while we’re doing this, or when you contact us by email, live chat, phone or post.
Personal data you give us
We can’t help you make a booking or request a quote without certain information. When you do either of those things, we ask you for the information we need so we can give you what you want. This is pretty standard stuff and may include your name, age, date and place of birth and contact details (email, address and phone number). It can also include information about your passport, identity card and driving licence – and your loyalty programme number and payment information.
In addition, we collect information from your computer when you use one of our platforms, even if you don’t make a booking. This may include your IP address, which browser you use, and your language settings. There are also situations where we receive information about you from third parties, or automatically collect other information. This is a basic overview of the information we collect. Would you like to know more?
Personal data you give us
We store and use the information that you give us. When you make a booking, we need at least your name, email address and payment information. We might also ask for your home address, phone number and date of birth, and the names of any additional drivers.
If you get in touch with us (by phone, by email or through social media, for example) we will collect information from you there too.
After your booking, we may ask you to provide a review to help us improve our services, and to help ensure future customers get exactly what they’re looking for.
There are also other ways you might give us information. For example, if you’re browsing with your mobile device, you can share your current location with us, so we can provide you with the best possible service. To make things easier, you can also open a user account, which lets you review and manage your bookings, as well as saving your personal settings and your passport and driving licence details. It also makes it easier to make future bookings.
Personal data you give us about others
You might add someone as an additional driver, or you might make a booking on behalf of someone else, for example, a friend, family member or colleague. If you do, please make sure that that person knows you’re giving us their details, and has accepted the way we handle their personal data (as described in this Notice). This is your responsibility.
Personal data we collect automatically
When you make a booking, we record what platform you made it on, and how you got to our platform (if you came through from another site, for example).
Even if you don’t end up making a booking, we may automatically collect some information when you visit our platforms. This may include your IP address, which pages you’ve visited, which browser you’re using, and information about clicks. It might also include information about your computer’s operating system, its application version, language settings, device-specific setting and characteristics, and data that identifies your device.
If you’re using a mobile device, we might also collect location details. And we might analyse, and process basic data related to the apps installed on it (e.g. name, description and category).
Personal data we get from other companies
We may also get information about you from social media platforms, our business partners and other third parties. For example:
We work with affiliate business partners to offer our services on other platforms. When you make a booking on one of these platforms, we may share your personal data with them, and they may share your personal data with us.
The companies that provide the services you have booked through our platforms may need to send us information about you – for example, if your booking leads to an insurance claim or customer service dispute.
Our business partners may also send us information about you that may help us show you more relevant adverts.
We may combine any of this information with the information you give us directly.
Please see ‘Why do we collect and use your personal data?’ for details.
Why do we collect and use your personal data?
We ask for your personal data so we can book your car (and anything else you need for your booking), and make sure you get the best possible service. We also use it to contact you, and to tell you about our latest deals and special offers. These are the main reasons we collect your personal data, but there are other reasons too. Would you like to know more?
Why do we collect and use your personal data?
We may use your personal data in the following ways:
Bookings: First and foremost, we use your personal data to make and administer your booking, and to forward the necessary details to the company that provides your car (or other product or service, such as insurance).
Customer service: We provide international customer service 24/7 in over 40 languages. Our international customer service teams need your details, so they can help you make a booking, for example, or to reply to any queries you may have before, during or after your booking.
Customer reviews: We may use your contact details to send you a short questionnaire about your booking. This helps us understand and improve our service and the service our business partners provide.
Account facilities: To make things easier, you can create a user account on our platforms. This involves giving us your personal data, and it lets you do a number of useful things. You can manage your bookings or other purchases, take advantage of special offers, and manage your personal settings and preferences. It also makes it easier to make future bookings.
Marketing activities: We also use your personal data for marketing activities, which may include:
Contacting you by post, phone, email or SMS (depending on the contact details you give us) with our latest news, special offers, discounts and updates, including details of our products and services (and/or those of our group companies or affiliate business partners). You can unsubscribe from these marketing communications quickly, easily and at any time – just click the “unsubscribe” link in any email or visit our Data Subject Request Portal.
Contacting you by phone, email or SMS with information about insurance products that you didn’t include in your booking.
Showing you relevant offers on our platforms or on third-party websites, including social media sites.
Inviting you to participate in promotional activities (such as referral programs or competitions).
Communicating with you: There may be other times when we contact you by phone, email or SMS. There could be a number of reasons for this, including:
Responding to, and handling any requests you have made.
Emailing you a reminder about a booking you didn’t finalise, to see if you need any help to do so. We see this as a useful additional service because it lets you carry on with a booking without having to find the car again or fill in all the booking details from scratch.
Sending you a questionnaire or inviting you to review your experience.
Sending you other material related to your booking, such as how to contact us (or another company) if you need help during your booking.
Sending you a summary of your previous bookings.
Sending you other administrative messages, which may include security alerts, even if you don’t have an upcoming booking.
Market research: We may ask you to take part in market research. Any additional personal data that you give us as part of this research will be used only with your consent.
Fraud detection and prevention: To provide a safe, trustworthy service, we use your personal data to detect and prevent fraud and other illegal or unwanted activities. Similarly, we may use personal data for risk assessment and security purposes, which can include verifying users and bookings. This can sometimes mean we may have to put certain bookings on hold.
Improving our services: We analyse personal data to help us improve the functionality and quality of our online services, and enhance the whole user experience. We’re always working to make our platforms easier and more enjoyable for you to use.
Customer reviews: After your booking, we may invite you to review the services that we or our business partner provided. Your review will help future customers make the right choice, and help our business partners improve the services they offer. By submitting a review, you are agreeing that it can be displayed, as explained in our Terms and Conditions. You can make a review anonymously or simply put your first name and country location.
Call monitoring: We may record phone calls and/or allow other staff to listen in to them, to help us train our colleagues and make sure we’re consistently providing a top-quality service. We automatically delete recordings after a specified time, unless we have a legitimate reason not to (if we think there’s evidence of fraud, for example).
Legal purposes: Finally, in certain cases, we may need to use your personal data to handle and resolve legal disputes, for regulatory investigations, for compliance reasons, or to make sure we apply our terms and conditions accurately.