CityLink Movers Privacy Policy


Hello! If you are studying this, then you care about privacy – and your privateness is very vital to us. The purpose of this Privacy Policy is to supply you a clear clarification about how we gather and process your personal statistics through looking or the usage of our internet site (“Website”), or our ‘partner’ app (“App”). It is necessary that you examine this Privacy Policy collectively with any other privacy policy, together with our cookies policy (“Cookies Policy”), or truthful processing word we might also provide on particular events when we are accumulating or processing personal information about you, so that you are conscious of how and why we are using your private information. This Privacy Policy supplements our different insurance policies and is not supposed to override them.

This Privacy Policy has been organized in accordance with the Data Protection Act 2018 which implements the General Data Protection Regulation (or such UK law supposed to exchange or supersede it) (“Data Privacy Laws”). Defined terms used in the Privacy Policy have the meanings set out in the Data Privacy Laws.

Our transport partners (“Transport Partners”) and third-party or sub-contracted drivers (“Drivers”) ought to also read the privacy notice via following the hyperlink at the quit of this policy.

What data we collect

Personal data is any information that tells us something about you whether directly or indirectly identified or identifiable as an individual. We may collect and use the following personal data about you.

  • Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth, your image (be that photographic or video) and vehicle registration/licence plate.
  • Contact Data includes residential addresses, property ownership information, relevant contact addresses, email address and telephone numbers.
  • Financial Data includes bank account, payment card details and information to enable us to undertake Money Laundering and Terrorist Financing electronic checks on you.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.
  • Profile Data includes purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
  • Call Data includes recording of all calls made with the CityLink Movers agents.

If you supplied private data of different humans for the purpose and fulfilment of a series and/or delivery, it is your accountability to notify these humans that their records is/was furnished to CityLink Movers.

We additionally collect, use, and share Aggregated Data such as statistical or demographic information for any purpose. Aggregated Data ought to be derived from your non-public facts however is no longer considered private records in law as this data will not directly or indirectly disclose your identity. For example, we can also aggregate your Usage Data to calculate the percentage of users getting access to a unique website feature. However, if we mix or connect Aggregated Data with your non-public facts so that it can at once or not directly become aware of you, we deal with the mixed data as personal data, which will be used in accordance with this privateness policy.

This private facts is required to furnish our services to you. If you do now not supply the private information we ask for, it may also lengthen or stop us from imparting services to you.

We do no longer acquire any Special Categories of Personal Data about you (this includes details about your race or ethnicity, spiritual or philosophical beliefs, intercourse life, sexual orientation, political opinions, exchange union membership, statistics about your health, and genetic and biometric data). Nor do we accumulate any data about crook convictions and offences.

How we use personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • Where we want to function the contract we are about to enter into or have entered into with you. Where it is imperative for our authentic pastimes (or these of a 1/3 party) and your pursuits and integral rights do no longer override those interests. Where we need to comply with a felony obligation. Click here to find out extra about the kinds of lawful foundation that we will be counted on to process your personal data.

Generally, we do not be counted on consent as a felony groundwork for processing your non-public facts though we will get your consent earlier than sending 1/3 birthday celebration direct advertising communications to you via e-mail or textual content message. You have the proper to withdraw consent to advertising and marketing at any time through contacting us.


We will maintain your non-public facts on our customer management structures and use this to grant you with marketing records about similar offerings offered by means of us to these which you have engaged us to provide which we sense you may locate beneficial from time to time. You can choose out of receiving this information at any time.

If you would like to opt-out of:

  • emails, besides these that relate to your booking, you can do so by clicking “Unsubscribe” on the footer on any email; or direct marketing, you can do so by using logging into your account and clicking “Unsubscribe from advertising emails” on your profile page.

Call recording

We may record any incoming or outgoing calls handled by the CityLink Movers support team (or transferred to any other department), and any call recordings may be used as follows:

  • to monitor call quality;
  • to train and develop CityLink Movers staff;
  • to keep a record of what is said about an event or complaint;
  • to review and develop our processes to better support our users and check for any mistakes; and
  • to prevent, detect and investigate any possible fraud.

If your name is being recorded, you will hear a pre-recorded message stating this earlier than connecting to a member of the CityLink Movers assist team and directing you to this Privacy Policy. The recording begins when you hear a beep and ends robotically when the call ends or when the name is transferred externally.

If you do no longer favor your call to be recorded, please tell the character you are speaking to at any time that you desire the recording to be stopped. Call recordings are only accessed with the aid of participants of team of workers at CityLink Movers. If you would like a replica of any call recording, you can publish a request in writing to privacy@CityLink

Call recordings will be securely stored for 12 months after the name was made and will be managed in accordance with Data Privacy Laws.

We use a range of analytics and targeted advertising tools to display relevant website content on our website and online advertisements on other websites and apps (as described above) to you, deliver relevant content to you in marketing communications (where applicable), and to measure the effectiveness of the advertising provided. For example, we use tools such as Google Analytics to analyse Google’s interest-based advertising data and/or third-party audience data (such as age, marital status, life event and interests) to target and improve our marketing campaigns, marketing strategies and website content. We may also use tools provided by other third parties, such as Facebook to perform similar tasks, using your Contact, Technical, Usage and Profile Data.

To opt out of targeted advertising you need to disable your ‘cookies’ in your browser settings or opt-out of the relevant third-party Ad Settings. For example, you can opt-out of the Google Display Advertising Features.

Overseas transfers of your personal data

We may transfer your personal data to an external third party which is based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

How long we keep your data

We will not keep your personal data for longer than we need to, the period for which we will keep your personal data will depend on the type of service you have requested from us. The retention period may be longer than the period for which we are providing services to you where we have statutory or regulatory obligations to retain personal data for a longer period, or where we may need to retain information in case of legal claim.

In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.

How we protect your data

We implement appropriate technical and organisational measures to protect data that we process from unauthorised disclosure, use, alteration, or destruction.

In addition to the technical and organisational measures we have put in place, there are a number of simple things you can do to in order to further protect your personal information;

  1. Never share a One Time Passcode (OTP).
  2. Never enter your details after clicking on a link in an email or text message.
  3. Always send confidential information by encrypted email where possible this reduces the risk of interception.
  4. If you’re logged into any online service do not leave your computer unattended.
  5. Close your internet browser once you’ve logged off.
  6. Never download software or let anyone log on to your computer or devices remotely, during or after a cold call.
  7. You can easily identify secure websites by looking at the address in the top of your browser which will begin https:// rather than http://.

Your rights in relation to your personal information

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:

  • Request access to your personal data. - (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
  • Request correction of your personal data. - This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
  • Request erasure of your personal data. - This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
  • Object to processing of your personal data. - where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
  • Request restriction of processing your personal data. - This enables you to ask us to suspend the processing of your personal data in the following scenarios:
    1. If you want us to establish the data’s accuracy.
    2. Where our use of the data is unlawful but you do not want us to erase it.
    3. Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
    4. You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
  • Request transfer of your personal data. - We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
  • Rights in relation to automated decisions. - We have some processes that may involve an automated decision however we ensure you are informed of the decision by an CityLink Movers staff member who will outline the validation for the decision.  You may request that we specifically do not use automated decision making however this may affect the speed at which a decision can be made.
  • Right to withdraw consent. - Where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us.

Please note that we will keep a record of the fact that you have made a request to exercise your rights, and our response to your request, to demonstrate compliance with our data protection obligations and so that we can handle any queries, complaints or claims in relation to your request. This record will be kept in accordance with our retention policies as described above.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive, or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Transport Partners and Driver specifics

As a Transport Partner or a Driver, we have additional, more specific privacy details.  Please click hereto ensure you have read and understand them.

Updates to this notice

From time to time we may need to make changes to this notice, for example, as the result of changes to law, technologies, or other developments. We will provide you with the most up-to-date notice and you can check our website periodically to view it.

This notice was last updated July 2022


Transport Partners and Drivers

The following outlines the additional privacy details with regards to our Transport Partners and Drivers.  It does not replace the Privacy Policy rather it supplements it.

What additional data we collect

The additional Personal data we may collect and use about you includes;

  • Identity Data includes employment references, background check results.
  • Financial Data includes vehicle insurance, utility bill and credit check results.
  • Technical Data includes communication content and metadata associated with the communication (generated by our App).

How we use personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • Where we need to perform the contract we are about to enter into or have entered into with you.
  • Where we need to perform the contractbetween CityLink Movers and a Transport Partner, where the Transport Partner provides you, a Driver,  with access to the App.
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal obligation.

Click here to find out more about the types of lawful basis that we will rely on to process your personal data.

Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

Who we share your personal data with

In addition to the main privacy policy we routinely share personal data with:

  • Customers as reasonably necessary for the purposes of
    • providing the requested transportation services (such data is only used and retained to allow the service to be completed, and will be shared through a secure means) and
    • providing you with a job and in allowing the Customers to contact you in relation to the job (such data is only used and retained to allow the service to be completed, and will be shared through a secure means.