Privacy Policy
How Proovia Couriers collects, uses, shares and protects your personal data, and what rights you have over it.
Proovia Couriers Ltd · Company number 13009883
Units 115-119 Fort Dunlop, Office 110, Fort Parkway, Birmingham, England, B24 9FE
Last updated: 3 September 2026
This privacy policy explains how Proovia Couriers Ltd (“Proovia”, “we”, “us”, “our”) collects, uses, shares and protects personal data when you use our website at proovia.delivery to get a quote, book a delivery or collection, track an order, or otherwise contact us — and what rights you have over that data under UK data protection law.
We are the controller of the personal data described in this policy for the purposes of the UK GDPR, the Data Protection Act 2018 and the Data (Use and Access) Act 2025.
The personal data we collect
| Category | Examples | Source |
|---|---|---|
| Your contact details | Name, email address, phone number | Provided directly by you when you get a quote, book, or contact us |
| Order and delivery details | Collection and delivery addresses, item description, dimensions/weight, access notes, selected service tier, price | Provided directly by you |
| Consignee or contact-person data | Name, address, phone number and delivery instructions for a sender, recipient or site contact who is not the customer | Provided by the customer or another person arranging the delivery |
| Payment information | Payment method, amount, status, transaction reference and the last four digits of the card. Card numbers are entered directly into Stripe’s own embedded payment form (Stripe) — we never receive or store your full card number. Where a refund or compensation payment is due, bank details needed to make that payment are handled by our accounting team. | You and Stripe, our payment provider |
| Communications | Emails, live-chat messages, call notes and telephone-call recordings. Callers are told when a call is recorded. | You, when you contact us; our staff and communications systems when recording the interaction |
| Delivery evidence | Photographs taken by drivers of item condition at collection and delivery (see T&C clause 4.8) | Our drivers, in the course of providing the service |
| Website and device data | IP address, pages visited, time on page, browser and device type, cookie or similar identifiers, approximate location derived from IP, advertising click identifiers and information about website interactions used to measure advertising | Automatically from your device, subject to the choices described under Cookies |
| Business-portal account details | Login email and account authentication information for a business-customer account on my.proovia.delivery, basic account status, plus the order and contact data already listed above, viewed or managed through the account | Provided directly by you when your business account is set up, and generated when you use the portal |
We do not operate a consumer mobile app. Business customers may be given access to an online account or portal (my.proovia.delivery) to manage their bookings; this policy also applies to personal data processed through that portal. It covers the website, that portal, and the quote, booking and tracking functionality on proovia.delivery.
Access and delivery instructions
Please only give us the practical access or delivery information we reasonably need to complete the delivery — for example, “step-free access required” — and avoid including medical information or other sensitive personal details.
When someone else gives us your details
If you are a consignee, sender, recipient or site contact and did not give us your details yourself, we normally get them from the customer who arranged the delivery. We only use what is reasonably needed to coordinate, complete and evidence the delivery.
We will give or link you to this policy within a reasonable time — at the latest, whichever comes first of: one month after we receive your details, our first communication with you, or before we first disclose your details to another recipient. This does not apply if you already have the information, or a documented exception under Article 14 of the UK GDPR applies.
Why we use it, and our lawful basis
| Purpose | Lawful basis (UK GDPR Art. 6) |
|---|---|
| Providing a quote and processing your booking | Performance of a contract with you, or steps requested by you before entering one |
| Using your details to arrange collection and delivery | Performance of the contract |
| Using consignee or other contact-person details to coordinate, complete and evidence a delivery | Our legitimate interests, and those of the customer, in carrying out the requested delivery safely and efficiently; these interests are balanced against the other person’s rights |
| Taking payment and handling refunds | Performance of the contract; legal obligation for accounting and tax records |
| Taking proportionate collection and delivery photographs and using them to evidence condition or delivery | Performance of the contract; legitimate interests in preventing and resolving delivery disputes and fraudulent claims |
| Handling service complaints and claims | Performance of the contract; legitimate interests in investigating and resolving disputes and establishing, exercising or defending legal claims |
| Handling complaints about our use of personal data | Legal obligation under the Data Protection Act 2018 as amended by the Data (Use and Access) Act 2025 |
| Sending you service messages (booking confirmations, tracking updates, claims correspondence) | Performance of a contract |
| Recording and reviewing telephone calls for staff training, service-quality purposes, keeping accurate records, and investigating complaints or disputes | Our legitimate interests in monitoring and improving customer service, keeping reliable records, and establishing, exercising or defending legal claims; callers are told when a call is recorded |
| Requesting feedback about your completed delivery, including inviting you to leave a review | Our legitimate interests in understanding customer experience, improving service quality and managing our reputation, subject to applicable electronic communications rules |
| Non-essential website analytics or functional technologies | Consent through the cookie preference tool |
| Advertising measurement, attribution and, where enabled, remarketing through Google Ads, Meta Pixel and Google Signals | Consent to advertising technologies through the cookie preference tool |
| Operating technologies strictly necessary to provide or secure an online service you request | Legitimate interests and the PECR strictly-necessary exception, where it applies |
| Preventing and investigating fraud, misuse or security incidents | Legitimate interests in protecting customers, staff, systems and the business; legal obligation where applicable |
| Responding to a binding law-enforcement, court or regulatory requirement | Legal obligation |
| Keeping records required by company and tax law | Legal obligation |
We do not currently make decisions about individuals based solely on automated processing where the decision produces a legal or similarly significant effect. We use automated tools — for example, to calculate quotes using our pricing formula, or to flag unusual activity — but any decision with that kind of effect involves human input where the law requires it.
Where we rely on legitimate interests, the interests we pursue are delivering the service you have requested, keeping reliable delivery and claims records, protecting people and property, and preventing fraud and resolving disputes. We assess whether the processing is necessary and balance those interests against your rights and freedoms.
Information we need to provide the service
The contact, collection, delivery and goods information we ask for during a quote or booking is needed to prepare the quote or fulfil the contract. If you do not provide it, we may not be able to quote, accept the order, or collect or deliver the goods. Marketing preferences and non-essential cookie choices are optional and do not affect your ability to book.
Marketing
We do not send you promotional emails, SMS or other direct promotional messages about our services. Our use of online advertising technologies is explained in the Advertising section below.
After an order is completed, we may contact you to request feedback about your delivery experience, including an invitation to leave a review. We rely on our legitimate interests in understanding customer experience, improving service quality and managing our reputation. We keep these messages separate from promotional offers and provide a clear way to opt out of future feedback or review requests, by contacting [email protected].
Where a feedback or review request constitutes direct marketing under applicable law, we will send it only where permitted by the UK GDPR and PECR.
We do not sell your personal data or give other businesses customer contact lists to send their own promotional messages. With your advertising consent, website and device data is shared with Google and Meta as described below. These providers may also use that data for purposes described in their own privacy policies, subject to applicable consent choices.
Advertising (Google Ads, Meta Pixel and Google Signals)
We use Google Ads tags and the Meta Pixel (formerly Facebook Pixel) on our website. With your advertising consent, these tools help measure the effectiveness of advertising and, where remarketing is enabled, show relevant adverts to people who have previously visited our website.
Google Ads
Google Ads uses cookies and similar identifiers to connect an interaction with an advert to a later visit or action on our website. This helps us understand which adverts bring visitors to our website and, where conversion tracking is configured, which lead to actions such as a completed booking.
Where remarketing is enabled, Google and other advertising providers may use cookies or device identifiers to show our adverts on other websites and apps based on your previous visits to our website.
Meta Pixel
The Meta Pixel sends Meta information about visits and interactions on our website. This helps measure advertising performance and, where audience features are enabled, reach previous website visitors with relevant adverts on Facebook and Instagram. Meta may match this information to your Facebook or Instagram account and use it under its own privacy policy and your applicable settings.
Information shared with Google and Meta
Depending on the tool and settings, the information shared may include your IP address, browser and device details, page URLs, the time of a visit, cookie or advertising identifiers, and events describing interactions with our website. Google and Meta may combine this information with other information they hold about you, subject to applicable consent choices and their privacy policies. This information is not necessarily anonymous.
For more information, see how Google uses information from sites that use its services and Meta’s Privacy Policy.
Google Signals
We use Google Signals, a feature of Google Analytics, on our website. It joins your visit data with data Google holds about people signed in to a Google Account, to support cross-device reporting and demographics and interests reporting, and — where remarketing is enabled in a linked Google Ads account — building remarketing audiences.
Your choices
We rely on your consent for these advertising technologies and the associated processing of personal data. Google Ads tags, the Meta Pixel and Google Signals advertising features are enabled only after you consent to advertising technologies through our cookie preference tool. If you decline advertising consent or have not yet made a choice, these advertising technologies are not enabled for your browser.
You can change or withdraw consent at any time through Cookie settings on our website. Withdrawal applies to future processing and does not affect the lawfulness of processing carried out before you withdrew consent. Refusing advertising consent does not prevent you from getting a quote or booking a delivery.
You can also manage personalised advertising through Google Ads Settings and the ad preferences in your Facebook or Instagram account. These provider settings are separate from Cookie settings on our website. See Cookies for more information.
Who we share your data with
- Our drivers and delivery network, including self-employed sub-contracted drivers, only where necessary to collect and deliver your order.
- Service providers we use to run the service. Each one only receives the data it needs for its own function:
| Category of recipient | What they do for us | Data they can see |
|---|---|---|
| Payment processor | Card payments taken on the website | Payment and transaction data; your card number stays with the processor |
| Cloud hosting and security provider | Hosting, content delivery and site security | Technical request data, including IP address |
| Email service provider | Sends service emails (booking confirmations, notifications) | Email address and message content |
| Customer messaging platform | Chat and message-based support | Name, contact details and conversation content |
| Telephony provider | Phone calls with customers | Phone number, call metadata, and call audio where calls are recorded |
| SMS provider | Sends SMS to customers | Phone number and message content |
| Web analytics provider | Website usage measurement, and — where enabled — remarketing/demographics reporting | Usage and device data, subject to your cookie choices |
- Advertising partners — Google (Google Ads and Google Signals) and Meta (Meta Pixel). With your advertising consent, these partners receive website, device and interaction data for the purposes described in the Advertising section. Their roles depend on the particular service and processing involved; they may also process data for their own purposes under their privacy policies.
- Law enforcement or regulators, where disclosure is required by law, or where we have determined that disclosure is lawful, necessary and proportionate to protect our rights or property, or the safety of any person.
- A buyer or successor, if Proovia is involved in a merger, acquisition or sale of some or all of its business — you would be notified before your data becomes subject to a different privacy policy.
Where a recipient acts as our processor, we put in place the written terms required by data protection law and permit processing only on documented instructions. A recipient that determines its own purposes may be a separate controller and must meet its own transparency and legal obligations.
International transfers
Some of the service providers listed above may make personal data accessible outside the UK — for example, where a provider is based in the United States or runs on global cloud infrastructure. Before any such transfer takes place, we check that an applicable UK transfer mechanism is in place: UK adequacy regulations (including the UK Extension to the EU–US Data Privacy Framework, where the recipient holds active, in-scope certification), appropriate safeguards such as the UK International Data Transfer Agreement or UK Addendum together with the required transfer risk assessment, or a limited statutory exception.
You may request more information about a specific transfer, or a copy of the relevant safeguard, by emailing [email protected]; confidential or third-party information may be redacted.
Security
We use technical and organisational measures appropriate to the risks of the processing, and we review them periodically. No method of transmission or storage is completely secure, but we take reasonable steps to protect personal data against unauthorised access, loss or misuse.
How long we keep it
We keep personal data for as long as it is needed for the purpose it was collected for, and for as long as the law requires us to keep it. The periods below are our standard retention periods; we may retain a particular record for longer where reasonably necessary because of an active complaint, claim, legal hold or specific legal obligation.
| Data | Retention |
|---|---|
| Quotes/bookings not completed (no payment) | We do not retain personal data from an abandoned quote or booking. Only unlinked item or cargo details are kept. Technical logs, security records and backups may temporarily retain limited information in accordance with their standard retention and overwrite cycles. |
| Order, delivery and payment records | Retained for a minimum of 6 years from the end of the company financial year to which the record relates, to meet HMRC and company-law requirements. A longer period applies where the record is still needed for a complaint, claim, legal hold or another legal obligation. |
| Delivery-condition photographs | Normally retained for 6 years from the date of collection or delivery, so we can investigate and defend a contractual claim brought within the applicable limitation period (Limitation Act 1980). Where a photograph forms part of an active complaint, claim or legal hold, it may be kept for longer with the relevant case file. |
| Claims correspondence and evidence | 6 years after the claim is closed, or longer while litigation or another legal hold applies |
| Live-chat transcripts | 12 months from the last message. If a transcript relates to a complaint or claim, it is retained with that case file instead, for the same period as claims correspondence. |
| Telephone-call recordings | 12 months from the call. If a recording relates to a complaint or claim, it is retained with that case file instead, for the same period as claims correspondence. |
| Website analytics data (Google Analytics) | 14 months for both event data and user data. This governs raw event/user-level data used in ad-hoc analysis; aggregated standard reports are not affected by this setting and are retained separately. |
When a retention period ends, we delete or irreversibly anonymise the data unless a legal obligation, active dispute or documented legal hold requires it to be kept longer. We review the need for any extension.
Cookies
The table below groups the categories of cookies and similar technologies we use. For the current list of individual cookies — name, provider, purpose and duration — see our cookie preference tool, which stays accurate as our tools change without requiring an update to this policy.
| Category | Purpose | Consent required? |
|---|---|---|
| Strictly necessary | Keeping the site and booking form working (session, security, load balancing) | No — cannot be switched off |
| Analytics | Understanding how visitors use the website | Yes, unless a specific statutory exception has been verified for the particular technology and use |
| Functional | Optional features such as a live-chat widget | Yes, unless genuinely necessary to provide a feature expressly requested by the user |
| Advertising | Google Ads and Meta Pixel: advertising measurement and attribution, and remarketing where enabled; Google Signals advertising features | Yes — only after you consent to advertising technologies |
We block non-essential technologies until you make an active choice. Our preference tool makes rejecting as easy as accepting, and lets you withdraw consent at any time through an always-available settings link. Refusing non-essential technologies does not stop you getting a quote or booking a delivery.
Your rights
Under the UK GDPR, you have the right to:
- Be informed about how we use your data — this policy.
- Access a copy of the personal data we hold about you.
- Rectification — correction of inaccurate or incomplete data.
- Erasure — deletion of your personal data where there is no legal reason for us to keep it. We will delete your data on request unless a legal obligation requires us to keep it (for example, order and payment records we must retain for 6 years under UK tax and company law) or another exception under Article 17(3) UK GDPR applies. Where an exception covers only part of your data, we will delete the rest.
- Restrict processing in certain circumstances.
- Data portability — receive your data in a portable format, or have it sent to another controller, where the legal conditions apply.
- Object to processing based on legitimate interests or direct marketing.
- Withdraw consent at any time, where we rely on consent (this does not affect the lawfulness of processing before withdrawal).
To exercise any of these rights, email [email protected]. We normally respond without undue delay and within one month. The law permits a limited extension for a complex request or multiple requests; if that applies, we will explain it within the initial one-month period. We may request only the information reasonably needed to confirm identity or clarify the request.
Your right to object: You have an absolute right to object to direct marketing. If we rely on legitimate interests for another purpose, you may also object based on your particular situation. Email [email protected]. We will stop direct marketing and will stop other objected-to processing unless we can demonstrate a lawful reason to continue.
Data protection complaints
You may complain if you believe we have infringed data protection law in the way we handle your personal data. Send the complaint to [email protected] or to the postal address below and identify the processing you are concerned about.
In accordance with the Data Protection Act 2018 as amended by the Data (Use and Access) Act 2025, we will:
- acknowledge the complaint within 30 calendar days;
- take appropriate steps to investigate it without undue delay;
- keep you appropriately informed about progress; and
- tell you the outcome without undue delay once the investigation is complete.
If you are unhappy with how we have handled your data, you can complain to us at [email protected], or to the UK’s data protection regulator:
Information Commissioner’s Office (ICO) ico.org.uk/make-a-complaint · Helpline: 0303 123 1113
Children’s privacy
Our service is intended for adults and business users arranging deliveries. We do not knowingly offer it directly to children or intentionally collect personal data from children. If you believe a child has provided us with personal data, contact us at [email protected] and we will assess the circumstances and delete the data where there is no lawful reason to retain it.
Links to other websites
Our website may contain links to third-party websites. We are not responsible for the content or privacy practices of sites we do not operate, and recommend reviewing their own privacy policies.
Changes to this policy
We may update this privacy policy from time to time to reflect changes to our processing or the law. Material changes will be notified on this page, with the “Last updated” date revised accordingly.
Contact us
- By email, including data protection questions and complaints: [email protected]
- By post: Proovia Couriers Ltd, Units 115-119 Fort Dunlop, Office 110, Fort Parkway, Birmingham, England, B24 9FE
- By phone: (+44) 121 314 9848