Privacy policy

Last updated: 16 October 2026

This is a draft policy prepared for Saint Hill Shuttle Service. It should be reviewed by the operator (and ideally a professional adviser) before it is relied on.

Saint Hill Shuttle Service ("we", "us") runs a shuttle bus between East Grinstead and Saint Hill Manor. This policy explains what personal data we collect through the Saint Hill Shuttle app and this website, why, and what your rights are. We follow the UK GDPR and the Data Protection Act 2018.

Who is responsible

The data controller is the operator of Saint Hill Shuttle Service, Saint Hill Manor, East Grinstead, West Sussex, United Kingdom. You can reach us on WhatsApp at 07488 999510.

What we collect

• Account details: your name, email address, phone number (optional) and a password, which is stored only as a one-way hash.
• Bookings and passes: which departures you book, the stops you board and leave at, when you booked, cancellations and refunds, and any 30-day pass you buy.
• Payment: payments are handled by PayPal. We never see or store your card number. We store only a reference that lets us charge the PayPal account you chose to save, the email address PayPal shows for it, and the amounts paid and refunded.
• Location: the app uses your phone's location only on your device, to show the nearest stop and walking directions. Your location is not sent to us. If you are the driver, the app sends the bus's position to our server while you are on duty so passengers can see where the bus is.
• Notifications: a push-notification token for your device, so we can send booking reminders, service updates and announcements.
• Messages and surveys: your answers to surveys we send in the app.
• Technical data: server logs with your IP address and the time of each request, kept for security and troubleshooting.

Why we use it

• To run the service: confirm your seat, take payment, issue refunds, send you reminders and tell you about changes. This is necessary to perform our contract with you.
• To keep the passenger record we are required to keep under our local-authority licence (name, booking time, journey time, boarding and alighting stops, vehicle registration and driver licence number). This is a legal obligation.
• To send announcements and surveys about the service, which you can switch off in the app under Profile. This is our legitimate interest in running the service well.
• To keep the service secure and to prevent misuse.

Who we share it with

• PayPal processes your payments under its own privacy policy.
• Google (Firebase) delivers push notifications to your phone, and Google Maps provides the map and street view in the app.
• Our hosting provider stores the data on servers in the United Kingdom or the European Economic Area.
• The local licensing authority, if it asks to inspect our passenger record.

We do not sell your data and we do not use it for advertising.

How long we keep it

• Your account, for as long as you keep it.
• Booking records, including the passenger name on each booking, for as long as our licence requires after the journey, even if you delete your account. Everything else about you is removed when you delete your account.
• Payment records, for 6 years, as required for tax and accounting.
• Server logs, for up to 30 days.

Your rights

You can ask us for a copy of your data, ask us to correct it, ask us to delete it, or object to how we use it. You can delete your account yourself in the app under Profile. To make any other request, message us on WhatsApp at 07488 999510. If you are unhappy with how we handle your data you can complain to the Information Commissioner's Office at ico.org.uk.

Changes

If we change this policy we will update the date at the top and, for important changes, tell you in the app.