Black Grandeur Chauffeur ("BGC", "we", "us" or "our") respects the privacy of our customers, passengers, chauffeurs, drivers, contractors, affiliates, business partners and website users.
This Privacy Policy explains how we collect, use, disclose, store and manage personal information in connection with our chauffeur and transportation services, website, applications, booking systems and related business activities.
This Privacy Policy applies wherever Black Grandeur Chauffeur provides or arranges services, subject to applicable privacy and data-protection laws in the relevant jurisdiction.
By using our website, making a booking, travelling through a service arranged by us, communicating with us or otherwise providing personal information to us, you acknowledge that your information may be handled in accordance with this Privacy Policy and applicable law.
1. Personal information we may collect
The personal information we collect depends on how you interact with Black Grandeur Chauffeur.
We may collect information including:
- Name
- Telephone number
- Email address
- Billing details
- Business or company information
- Pickup and drop-off locations
- Booking dates and times
- Flight information
- Passenger numbers
- Luggage requirements
- Vehicle preferences
- Child-restraint requirements
- Special booking instructions
- Booking history
- Communications with our staff or chauffeurs
- Customer-service enquiries
- Complaints
- Payment and transaction information
- Refund information
- Payment-dispute and chargeback information
- Lost-property information
- Information relating to vehicle damage or cleaning incidents
- Information reasonably required for insurance, safety or incident investigations
We only seek to collect information reasonably necessary for our business activities, transportation services and legal obligations.
2. Information about passengers
A booking may be made by someone other than the person travelling.
For example, bookings may be made by:
- Family members
- Employers
- Corporate travel departments
- Travel agents
- Hotels
- Event organisers
- Personal assistants
- Tour operators
- Affiliate transportation companies
- Other authorised representatives
Where this occurs, we may receive personal information about the passenger from the person or organisation making the booking.
This information may include the passenger's name, telephone number, pickup location, destination, flight information and other information reasonably necessary to provide the transportation service.
A person providing another individual's information should only provide information reasonably necessary for the booking and transportation service.
3. Booking information
When a booking is made, we collect information reasonably necessary to arrange and provide the requested transportation.
Booking information may be used for:
- Creating and confirming bookings
- Allocating vehicles
- Allocating chauffeurs
- Coordinating pickups and drop-offs
- Flight monitoring
- Communicating with passengers
- Providing chauffeur and vehicle details
- Processing booking changes
- Processing cancellations
- Providing customer support
- Processing payments
- Managing refunds
- Investigating service issues
- Maintaining booking records
4. Payment information
Black Grandeur Chauffeur may use third-party payment processors, banks and financial service providers to process payments.
Depending on the payment method used, these providers may collect and process payment-card or financial information in accordance with their own privacy and security practices.
Black Grandeur Chauffeur may retain transaction information including:
- Amount paid
- Payment status
- Transaction reference
- Payment date
- Limited payment-method information
- Refund information
- Invoice information
- Payment-dispute information
- Chargeback information
We do not intentionally retain complete payment-card details where those details are processed directly and securely by an authorised third-party payment provider.
5. Location & journey information
Where reasonably necessary for providing transportation services, Black Grandeur Chauffeur may collect, receive or retain information relating to vehicle locations, chauffeur locations and journeys.
This information may include:
- Vehicle location
- Chauffeur location
- Pickup arrival information
- Journey commencement and completion information
- Route information
- Service timestamps
- Booking status information
This information may be used for:
- Dispatching vehicles
- Allocating bookings
- Monitoring service progress
- Confirming arrival at pickup locations
- Customer support
- Operational management
- Safety
- Investigating complaints
- Investigating incidents
- Confirming whether a service was provided
- Responding to legitimate payment disputes or chargebacks
6. How we use personal information
We may use personal information for purposes reasonably connected with operating our business and providing transportation services.
These purposes may include:
- Processing bookings
- Managing reservations
- Providing chauffeur services
- Arranging transportation through affiliates or partners
- Communicating with customers and passengers
- Allocating vehicles and chauffeurs
- Monitoring flights
- Processing payments
- Processing refunds
- Preparing quotations
- Issuing invoices and receipts
- Providing customer support
- Managing corporate and agency accounts
- Handling complaints
- Investigating incidents
- Managing insurance matters
- Managing lost property
- Preventing or investigating fraud
- Responding to payment disputes and chargebacks
- Maintaining accounting and business records
- Improving our services
- Maintaining system and website security
- Meeting legal and regulatory requirements
We may also use personal information for another purpose where authorised or required by law or where appropriate consent has been obtained.
7. Affiliate operators, partners & subcontractors
Black Grandeur Chauffeur provides and arranges transportation services across multiple cities, states, territories, regions and, where available, countries.
To fulfil a booking, we may use an appropriately authorised:
- Affiliate operator
- Partner chauffeur
- Independent chauffeur
- Subcontracted transportation provider
- Limousine operator
- Bus operator
- Coach operator
- Local transportation company
Where another provider is required to perform or assist with a transportation service, we may provide them with information reasonably necessary to complete the booking.
This may include:
- Passenger name
- Passenger telephone number
- Pickup location
- Destination
- Date and time
- Flight information
- Passenger numbers
- Luggage information
- Child-restraint requirements
- Relevant booking instructions
We seek to limit information shared with these providers to information reasonably required to perform or support the service.
8. Service providers
We may use third-party service providers to assist with operating our business.
These providers may include providers of:
- Booking systems
- Dispatch systems
- Payment processing
- Accounting software
- Customer relationship management systems
- Telephone and communication services
- Email services
- Website hosting
- Cloud storage
- Information technology
- Cybersecurity
- Analytics
- Marketing
- Insurance
- Legal services
- Professional advice
- Fraud prevention
These providers may receive or process information where reasonably necessary to perform services for Black Grandeur Chauffeur.
9. Services provided in different locations
Black Grandeur Chauffeur may provide or arrange transportation services across different cities, states, territories, regions and countries.
Where a booking requires transportation in another jurisdiction, personal information may need to be provided to an affiliate, partner, chauffeur or service provider operating in that location.
Different jurisdictions may have different privacy and data-protection requirements.
We will handle personal information subject to mandatory privacy and data-protection laws applicable to our operations and the relevant service.
10. Website information
When you access our website or other digital services, certain technical information may be collected automatically.
This may include:
- IP address
- Browser type
- Device type
- Operating system
- Pages viewed
- Referring website
- Date and time of access
- General website usage information
This information may be used to:
- Operate our website
- Maintain website security
- Diagnose technical problems
- Understand website usage
- Improve our website and services
- Measure the performance of our online services
11. Cookies & similar technologies
Our website may use cookies and similar technologies.
These technologies may be used for:
- Website functionality
- Remembering preferences
- Understanding website traffic
- Analytics
- Measuring advertising effectiveness
- Improving user experience
- Detecting technical issues
- Detecting security issues
Third-party technology, analytics or advertising providers may also use cookies or similar technologies in accordance with their own privacy practices.
Users may be able to manage certain cookies through their browser or device settings.
12. Customer communications
We may communicate with customers and passengers using the contact information provided with a booking.
Communications may include:
- Booking confirmations
- Payment confirmations
- Chauffeur details
- Vehicle details
- Pickup instructions
- Flight updates
- Schedule changes
- Booking amendments
- Cancellation information
- Customer-service communications
- Information relating to a completed service
Operational communications necessary to provide or manage a booking may be sent while the booking remains active.
13. Marketing communications
Where permitted by applicable law, Black Grandeur Chauffeur may use customer contact information to communicate information about our services, promotions or offers.
Customers may request to stop receiving optional marketing communications.
Opting out of marketing does not prevent us from sending operational communications reasonably necessary to manage an existing booking, payment, complaint or other customer-service matter.
14. Photographs, vehicle condition & incident records
Where reasonably necessary, Black Grandeur Chauffeur or an authorised service provider may create and retain records relating to:
- Vehicle condition
- Passenger-caused damage
- Spills
- Excessive cleaning
- Lost property
- Accidents
- Safety incidents
- Complaints
- Insurance matters
Records may include:
- Photographs
- Chauffeur reports
- Cleaning records
- Cleaning invoices
- Repair quotations
- Repair invoices
- Incident reports
- Relevant communications
This information may be used for legitimate purposes including investigating complaints, determining reasonable cleaning or repair costs, processing insurance claims and responding to payment disputes.
15. Payment disputes & chargebacks
Where a payment dispute or chargeback is raised, Black Grandeur Chauffeur may provide relevant information to an authorised:
- Bank
- Card issuer
- Payment processor
- Payment platform
- Financial institution
- Dispute-resolution provider
Information supplied may include:
- Booking confirmation
- Booking information
- Customer communications
- Service records
- Pickup and drop-off information
- Relevant journey/location information
- Photographs
- Chauffeur reports
- Invoices
- Payment records
- Refund information
- Other information reasonably necessary to respond to the dispute
16. Insurance & legal matters
Where reasonably necessary, information may be disclosed to insurers, insurance brokers, legal advisers, law-enforcement agencies, regulators or other authorised organisations.
This may occur in connection with:
- Accidents
- Injuries
- Vehicle damage
- Insurance claims
- Fraud
- Legal proceedings
- Regulatory investigations
- Safety incidents
- Other legal obligations
We will only disclose information where reasonably necessary, authorised or required by law.
17. Security of personal information
Black Grandeur Chauffeur takes reasonable steps to protect personal information against:
- Misuse
- Interference
- Loss
- Unauthorised access
- Unauthorised modification
- Unauthorised disclosure
Security measures may include appropriate administrative, technical and operational safeguards.
However, no electronic transmission, internet service or data-storage system can be guaranteed to be completely secure.
18. Retention of personal information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and for legitimate:
- Business requirements
- Accounting requirements
- Tax requirements
- Insurance requirements
- Complaint management
- Dispute resolution
- Fraud prevention
- Legal and regulatory requirements
When information is no longer reasonably required, we may securely destroy, delete or de-identify it, subject to applicable law and legitimate record-retention requirements.
19. Accessing personal information
Individuals may contact Black Grandeur Chauffeur to request access to personal information we hold about them.
Before providing access, we may require reasonable information to verify the identity of the person making the request.
Access may be limited or refused where permitted or required by applicable law.
Where access cannot be provided, we will handle the request in accordance with applicable legal requirements.
20. Correcting personal information
Customers and other individuals may contact Black Grandeur Chauffeur if they believe personal information we hold about them is inaccurate, incomplete or out of date.
We will take reasonable steps to review legitimate correction requests and update information where appropriate.
21. Children's information
Black Grandeur Chauffeur may receive limited information relating to children where reasonably necessary to provide transportation services.
This may include information required to arrange an appropriate child restraint or to fulfil a family transportation booking.
Customers should only provide information about a child that is reasonably necessary for the transportation service.
22. Lost property
Where a passenger reports lost property, we may collect and use contact information and information describing the missing item for the purpose of locating and returning the property.
Relevant information may be shared with the chauffeur, affiliate operator or other service provider who performed the transportation where reasonably necessary to locate the item.
23. Disclosure required by law
Black Grandeur Chauffeur may disclose personal information where disclosure is reasonably necessary or required by law.
This may include responding to lawful requests from:
- Courts
- Police
- Government agencies
- Transport regulators
- Tax authorities
- Privacy regulators
- Other authorised authorities
24. Third-party websites & services
Our website or communications may contain links to independent third-party websites, applications or services.
Black Grandeur Chauffeur is not responsible for the privacy practices of independent third parties.
Customers should review the privacy policies of those providers where appropriate.
25. Privacy complaints
If you believe Black Grandeur Chauffeur has handled your personal information incorrectly, please contact us using the details below.
Please provide sufficient information for us to identify the matter and investigate your concern.
We will review privacy complaints and respond within a reasonable period.
Depending on the applicable jurisdiction, individuals may also have the right to make a complaint to the relevant privacy or data-protection regulator.
26. Changes to this Privacy Policy
Black Grandeur Chauffeur may update this Privacy Policy from time to time to reflect changes to:
- Our services
- Technology
- Booking systems
- Business operations
- Service providers
- Legal requirements
- Privacy practices
The current version of the Privacy Policy will be made available through our website.
Material changes will be handled in accordance with applicable legal requirements.
27. Applicable privacy laws
Black Grandeur Chauffeur will handle personal information in accordance with privacy and data-protection requirements applicable to our operations and the relevant service.
Nothing in this Privacy Policy is intended to exclude, restrict or modify any privacy right or legal protection that cannot lawfully be excluded, restricted or modified.
28. Contact us
For privacy enquiries, access or correction requests, concerns or complaints regarding this Privacy Policy, please contact:
Black Grandeur Chauffeur
Phone: 1300 339 525
Email: support@blackgrandeurchauffeur.com.au
Please provide sufficient information for us to identify your enquiry and respond appropriately.