Privacy Policy

1. Privacy Policy (GDPR-Compliant)

At CarLezz, operated by CARLEZZ GROUP LTD, we are committed to protecting the privacy and personal data of all users of our platform. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and applicable data protection laws.

What Data We Collect

We collect personal information that you provide when you register, use our services, or communicate with us. This may include:

• Full name, date of birth, and contact details (email, phone number, address)
• Identification documents for verification purposes
• Payment information processed securely via third-party gateways
• Location data, where applicable, to facilitate service matching
• Usage data, such as login times, service bookings, and transaction history
• Communication records between users and CarLezz support

How We Use Your Data

Your personal data is used to:

• Provide and manage the CarLezz platform and services
• Verify user identities and ensure compliance with legal requirements
• Process payments and refunds securely
• Communicate important updates, offers, and customer support
• Monitor platform usage for security and fraud prevention
• Comply with legal obligations and regulatory reporting

 Lawful Bases for Processing

CarLezz processes personal data based on the following lawful bases:

• Performance of a contract with you (e.g., booking and service delivery).
• Compliance with legal obligations (e.g., identity verification).
• Legitimate interests, such as fraud prevention and platform improvement.
• Your explicit consent for marketing communications (which you can withdraw anytime).

 Data Sharing and Transfers

We may share your personal data with:

• Service providers who support our operations (e.g., payment processors, verification services)
• Law enforcement or regulatory bodies as required by law
• Vendors and drivers only to the extent necessary to fulfil your booking
• Third parties only with your explicit consent

CarLezz ensures that any data transferred outside the UK is protected under appropriate safeguards.

Data Retention

We retain personal data only as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce our agreements. When data is no longer needed, it is securely deleted or anonymized.

Data Security

CarLezz implements appropriate technical and organizational measures to protect your data against unauthorized access, loss, or misuse. Access to personal data is limited to authorized personnel only.

Your Rights

Under UK GDPR, you have the right to:

• Access your personal data and receive a copy.
• Correct or update inaccurate data.
• Request deletion or restriction of your data processing.
• Object to processing for direct marketing or legitimate interests.
• Request data portability.
• Withdraw consent where processing is based on it.
• Lodge a complaint with the Information Commissioner’s Office (ICO).

Cookies and Tracking

For details about how we use cookies and similar technologies, please refer to our Cookie Policy.

Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify users of significant changes via platform notifications or email.

2. Cookie Policy

CarLezz uses cookies and similar tracking technologies on its platform to enhance user experience, analyse usage, and support essential platform functions. This Cookie Policy explains what cookies are, how we use them, and your choices regarding their use.

What Are Cookies?

Cookies are small text files placed on your device when you visit a website or use an app. They help remember your preferences, login status, and provide insights on how you interact with the platform.

Types of Cookies We Use

• Essential Cookies: Necessary for the platform to function properly, such as login authentication and security. These cannot be disabled.
• Performance and Analytics Cookies: Collect anonymous data on platform usage to help us improve services, identify trends, and troubleshoot issues.
• Functionality Cookies: Remember your preferences and settings to personalise your experience.
• Advertising and Targeting Cookies: Used to deliver relevant ads and promotions based on your activity, with your consent.

How We Use Cookies

• Authenticate users and maintain secure sessions
• Analyse how users interact with CarLezz to improve features
• Personalise content and offers
• Measure effectiveness of advertising campaigns

 Your Choices and Control

Most browsers allow you to manage cookies through settings, including blocking or deleting them. However, disabling certain cookies may affect platform functionality or user experience. On first use, you will be prompted to consent to non-essential cookies, and you can change your preferences anytime through platform settings.

Third-Party Cookies

CarLezz may use third-party services (such as Google Analytics, advertising networks) that place cookies on your device. These third parties have their own privacy policies, and CarLezz is not responsible for their cookie management.

Changes to This Policy

We may update this Cookie Policy from time to time. Changes will be posted on the platform and notified to users as appropriate.

3. Refund & Cancellation Policy

This Refund & Cancellation Policy sets out the terms and conditions regarding cancellations, refunds, and related user obligations for services booked via the CarLezz platform.

Booking Cancellations

• Users may cancel bookings through the CarLezz app or website prior to the scheduled service start time.
• Cancellation windows vary by service type:
• For most private hire and delivery services, cancellations must be made at least 2 minutes before the scheduled start time to avoid charges.
• For goods transport and rental services, cancellations must be made at least 5 minutes before the scheduled time.
• Cancellations made after these windows may be subject to full or partial charges.

 Refund Eligibility

• Refunds are considered only if a booking is cancelled within the permitted cancellation window or if the service provider fails to fulfill the booking.
• Refund requests must be submitted via the CarLezz support system within 7 calendar days of the scheduled service date.
• Refunds exclude non-refundable fees, deposits, or penalties where explicitly stated.

Deposit and Payment Terms

• Bookings over £10 require an upfront deposit processed through CarLezz’s secure payment system.
• Deposits are refundable according to the cancellation rules outlined above.
• Final payments are collected upon service completion or as per the booking agreement.

 Service Provider Cancellations

• If a driver, delivery person, or rental vendor cancels a confirmed booking, CarLezz will notify the user promptly and offer alternative options where available.
• In such cases, full refunds or rescheduling options will be provided.

 Disputes and Exceptions

• Disputes regarding cancellations or refunds should be submitted to CarLezz support for investigation.
• CarLezz reserves the right to withhold or deny refunds in cases of abuse, fraudulent claims, or violation of platform rules.

 Changes to This Policy

CarLezz may update this policy as needed and will notify users of material changes via platform notices or direct communication.

4. Insurance & Liability Disclaimer

CarLezz operates as a technology platform connecting users with vehicle owners, drivers, delivery personnel, and rental vendors. It is important to understand the scope of insurance coverage and liability related to services booked through the platform.

Insurance Coverage

• Vehicle owners and service providers are responsible for maintaining valid insurance coverage in accordance with UK law for their vehicles and services. This includes appropriate motor insurance, public liability, and any specialized insurance required for goods transport or delivery.
• CarLezz requires verification of insurance documents during vendor onboarding and may conduct periodic checks to ensure ongoing compliance.
• CarLezz does not provide insurance coverage for vehicles or services listed on the platform.

Liability Limits

• CarLezz acts solely as an intermediary platform and disclaims liability for any loss, damage, injury, or claim arising from the use of vehicles or services obtained through the platform.
• Users engage with vehicle owners, drivers, and vendors directly, assuming all associated risks.
• CarLezz is not liable for any delays, cancellations, or service failures caused by third-party providers.
• In no event shall CarLezz be liable for indirect, incidental, consequential, or punitive damages arising out of platform use.

User Responsibilities

• Users must comply with all applicable laws and regulations when using CarLezz services.
• Drivers and delivery personnel must hold all required licenses and permits.
• Rental vehicle users must adhere strictly to the vehicle use restrictions outlined in the platform’s policies.

Reporting Incidents

• Users must report any accidents, damages, or incidents involving vehicles or services immediately to CarLezz support and relevant authorities.
• Cooperation with investigations and insurance claims is mandatory.

Indemnification

Users agree to indemnify and hold harmless CarLezz, its affiliates, officers, and employees from any claims, damages, liabilities, or expenses arising from their use of the platform or violation of policies.

Changes to This Disclaimer

CarLezz reserves the right to update this Insurance & Liability Disclaimer as needed, with notice provided to users.

5. Vehicle Safety & Verification Policy

CarLezz is committed to ensuring the safety and reliability of vehicles used on its platform. This Vehicle Safety & Verification Policy outlines the standards, procedures, and responsibilities for verifying vehicle condition and compliance.

Vehicle Verification Requirements

• All vehicles listed on CarLezz must undergo a verification process before activation. This includes:
  • Valid registration and ownership documentation
  • Proof of current and valid insurance coverage meeting UK legal requirements
  • Valid MOT certificate, where applicable, confirming roadworthiness
  • Confirmation of vehicle condition through inspections or user-provided photos

Ongoing Safety Checks

• Vehicle owners and drivers are responsible for maintaining their vehicles in a safe, clean, and serviceable condition at all times.
• CarLezz may require periodic re-verification of vehicle documents and conditions to ensure compliance.
• Failure to maintain standards may result in suspension or removal of the vehicle from the platform.

Reporting Safety Concerns

• Users must report any safety concerns, defects, or incidents involving vehicles immediately via the CarLezz support channels.
• CarLezz will investigate reports and may suspend the vehicle pending further review.

Prohibited Vehicles

• Vehicles deemed unsafe, unroadworthy, or non-compliant with legal standards will not be permitted on the platform.
• Any vehicle found to be misrepresented or involved in fraudulent activity will be removed, and the owner may face account termination.

User Responsibilities

• Drivers and renters must inspect vehicles before use and notify the owner or CarLezz of any issues.
• Unsafe vehicle use or deliberate damage may lead to penalties or bans.

Updates to the Policy

CarLezz reserves the right to update this policy to reflect changes in legal requirements or platform standards.

6. Rental Vendor Participation Policy

This policy governs the participation of rental vendors on the CarLezz platform, outlining requirements, responsibilities, and standards for listing and renting vehicles.

Vendor Eligibility and Registration

• Rental vendors must register an account with CarLezz, providing accurate business information, valid identification, and proof of legal authorization to rent vehicles.
• Vendors must submit and maintain valid vehicle registration, insurance, and MOT certificates for all vehicles listed.
• Each vehicle must comply with CarLezz’s Vehicle Safety & Verification Policy.

Vehicle Listings and Accuracy

• Vendors are responsible for providing truthful, clear, and detailed descriptions of vehicles, including photos, features, and rental terms.
• Pricing, availability, and rental conditions must be accurately maintained and promptly updated.
• Vendors must disclose any existing damage or defects prior to rental.

Rental Agreements and Payments

• Rental contracts are directly between vendors and renters; CarLezz facilitates the platform but is not a party to the contract.
• Vendors must comply with payment processing terms and CarLezz’s commission structure.
• Deposits and fees must be handled transparently and in accordance with platform rules.

Vendor Conduct

• Vendors must adhere to CarLezz’s Behavioural Standards and Public Policies.
• Prohibited activities include fraudulent listings, vehicle misuse, discriminatory practices, and failure to honour bookings.
• Vendors must maintain customer service standards and respond to inquiries promptly.

Monitoring and Compliance

• CarLezz reserves the right to audit listings, request documentation, and suspend or remove vendors for non-compliance.
• Vendors agree to cooperate with investigations and resolve disputes professionally.

Termination of Participation

• CarLezz may terminate a vendor’s access due to repeated violations, legal non-compliance, or breach of policies.
• Upon termination, vendors must remove listings and settle outstanding payments as required.

Updates to This Policy

CarLezz may update this policy periodically to reflect operational or legal changes.

7. Delivery & Transport Service Policy

This policy outlines the terms, standards, and responsibilities governing delivery and transport services provided through the CarLezz platform, ensuring safety, reliability, and compliance.

Service Provider Requirements

• Delivery and transport service providers must be registered and verified members of CarLezz, with valid licenses, insurance, and any required permits.
• Providers are responsible for the safe handling, timely delivery, and proper care of goods entrusted to them.
• Vehicles used must meet CarLezz’s Vehicle Safety & Verification standards.

Booking and Fulfillment

• Service bookings must include accurate details regarding pickup, destination, timing, and item specifications.
• Providers must adhere to scheduled pickup and delivery times and notify customers promptly of any delays or issues.
• Unauthorized subcontracting of delivery services is prohibited without prior approval from CarLezz.

Prohibited Items

• Delivery or transport of illegal, hazardous, perishable, or prohibited goods is strictly forbidden.
• Providers must refuse any items that violate platform rules or applicable laws.

Communication and Customer Service

• Providers must maintain professional communication with customers, providing updates and resolving queries promptly.
• Complaints or disputes should be reported to CarLezz support immediately for resolution.

Liability and Insurance

• Providers are liable for loss or damage to goods while in their possession, subject to the terms of their insurance coverage.
• Users should ensure adequate insurance and packaging for valuable or fragile items.

Compliance and Monitoring

• CarLezz may monitor service quality through user feedback, audits, and compliance checks.
• Violations of this policy may result in suspension, penalties, or removal from the platform.

Emergency and Delay Handling

• Providers must inform customers and CarLezz immediately of emergencies or delays affecting service delivery.
• Alternative arrangements or rescheduling must be offered where feasible.

Policy Updates

CarLezz reserves the right to update this policy as needed to reflect changes in regulations or operational practices.

Contact Us

For delivery and transport service inquiries, contact:
Email: support@carlezz.com

8. Account Suspension & Termination Policy

This policy defines the conditions under which CarLezz may suspend or terminate user, driver, delivery provider, or vendor accounts to maintain platform integrity, safety, and compliance.

Grounds for Suspension or Termination

CarLezz may suspend or terminate accounts for reasons including, but not limited to:

• Violation of CarLezz Behavioural Standards or Public Policies.
• Fraudulent activity, misuse, or abuse of the platform.
• Non-compliance with legal or regulatory requirements.
• Failure to maintain valid vehicle, insurance, or license documentation.
• Repeated cancellations, no-shows, or service failures.
• Harassment, discrimination, or unsafe behaviour.
• Providing false or misleading information during registration or service delivery.
• Any conduct harmful to CarLezz’s reputation or community safety.

Suspension Procedures

• Accounts may be suspended temporarily pending investigation of suspected violations.
• Suspended users will receive notification explaining the reason and duration of the suspension where possible.
• During suspension, users may lose access to platform features and services.

Termination Procedures

• Accounts may be permanently terminated for serious violations or repeated offences.
• Terminated users will be notified of the decision and reasons where feasible.
• Termination results in the loss of all account privileges and removal of listings or profiles.

Appeal Process

• Suspended or terminated users may submit an appeal via CarLezz support within 14 calendar days of notification.
• Appeals will be reviewed, and users will receive a final decision within a reasonable timeframe.

Post-Termination Actions

• CarLezz reserves the right to retain user data for legal compliance and dispute resolution.
• Users must settle any outstanding payments or obligations prior to termination.

Policy Updates

This policy may be updated to address evolving platform needs or legal requirements, with notice provided to users.

Contact Us

For account suspension or termination inquiries, contact:
Email: support@carlezz.com9. 

9. Intellectual Property & Brand Use Policy

This policy governs the use and protection of CarLezz’s intellectual property (IP), including trademarks, logos, content, and software, and outlines the rules for authorized use by users, vendors, and partners.

Ownership of Intellectual Property

• All CarLezz intellectual property, including but not limited to the CarLezz name, logo, website design, software, and content, is owned exclusively by CARLEZZ GROUP LTD, the operator of CarLezz.
• Unauthorized use, reproduction, distribution, or modification of CarLezz IP is strictly prohibited.

Authorized Use

• Users, vendors, and partners may use CarLezz branding and content only with explicit written permission or as allowed by the platform for marketing, partnership, or operational purposes.
• Use of CarLezz trademarks or logos must comply with provided brand guidelines to preserve brand integrity.

 Prohibited Uses

• Altering or misrepresenting CarLezz IP in any way.
• Using CarLezz branding to imply endorsement or partnership without approval.
• Using CarLezz IP for commercial purposes unrelated to the platform.

User-Generated Content

• By uploading or submitting content to CarLezz, users grant CarLezz a worldwide, royalty-free, perpetual license to use, display, and distribute such content within the platform and for promotional purposes.
• Users retain ownership of their content but waive rights to restrict its use by CarLezz as described.

Reporting IP Infringements

• CarLezz respects third-party intellectual property rights and expects users to do the same.
• If you believe your IP rights have been infringed by content on CarLezz, please report immediately via support@carlezz.com with detailed information.

Enforcement

• CarLezz reserves the right to take appropriate legal action, including account suspension or termination, against infringers.

Updates to the Policy

• This policy may be revised as needed to comply with legal requirements or to strengthen IP protections.

Contact Us

For questions or permissions regarding CarLezz intellectual property,
Email: legal@carlezz.com

10. Data Collection & Use Transparency Policy

CarLezz is committed to protecting your privacy and ensuring transparency regarding the collection, use, and storage of your personal data. This policy explains what data we collect, how it is used, and your rights.

Data We Collect

• Personal Identification Information: Name, email, phone number, address, and date of birth.
• Account Information: Login credentials, profile details, preferences.
• Payment Information: Billing details, transaction history (processed securely).
• Vehicle and Service Data: Vehicle registration, insurance, MOT details, service bookings.
• Usage Data: Interaction with the CarLezz platform, including location data, device information, and activity logs.
• Communications: Messages, feedback, and support interactions.

How We Use Your Data

• To provide, maintain, and improve CarLezz services.
• To process bookings, payments, and service requests.
• To verify user identity and vehicle documentation for safety and compliance.
• To communicate important updates, offers, and notifications.
• To prevent fraud, abuse, and enforce platform policies.
• To comply with legal obligations and regulatory requirements.
• To conduct research and analytics to enhance user experience.

Data Sharing and Disclosure

• We do not sell your personal data to third parties.
• Data may be shared with service providers, partners, or authorities only as necessary to provide services or comply with laws.
• Any third parties receiving data are required to protect it under confidentiality agreements.

Your Rights

• Access your personal data and request corrections.
• Request deletion or restriction of processing where applicable.
• Withdraw consent at any time for marketing communications.
• Object to processing based on legitimate interests.
• Request data portability.

Data Security and Retention

• CarLezz employs technical and organizational measures to safeguard data.
• Data is retained only as long as necessary for service provision, legal compliance, or legitimate business purposes.

Cookies and Tracking

• Our use of cookies and similar technologies is explained in the Cookie Policy.

Updates to This Policy

• We may update this policy periodically. Changes will be communicated through our platform.

Contact Us

For data protection inquiries or exercising your rights, contact:
Email: privacy@carlezz.com

11. Accessibility & Inclusion Policy

CarLezz is committed to creating an accessible, inclusive, and welcoming platform that serves all users regardless of their abilities, backgrounds, or circumstances. This policy outlines our approach to accessibility and inclusion.

Accessibility Commitment

• We strive to design and maintain our website, app, and services in compliance with applicable accessibility standards, such as the UK Equality Act 2010 and Web Content Accessibility Guidelines (WCAG) 2.1.
• Features such as screen reader compatibility, keyboard navigation, and clear, simple content are implemented to improve usability for users with disabilities.

Inclusive Service Design

• Our services are designed to accommodate a diverse range of users, including those with mobility challenges, sensory impairments, or cognitive disabilities.
• We encourage vendors, drivers, and delivery members to uphold accessibility standards and provide appropriate assistance when needed.

Non-Discrimination

• CarLezz strictly prohibits discrimination of any kind, including on the basis of race, gender, age, disability, sexual orientation, religion, or nationality.
• All users and service providers are expected to treat each other with respect and fairness.

Support and Feedback

• Users with accessibility needs can contact CarLezz support for assistance or to report barriers to access.
• We actively seek feedback to continuously improve accessibility and inclusion on our platform.

Training and Awareness

• CarLezz provides guidance and training materials for staff and partners to promote an inclusive culture.
• We monitor compliance and take corrective action when necessary.

Policy Updates

• This policy may be reviewed and updated regularly to reflect evolving best practices and legal requirements.

Contact Us

For accessibility support or inquiries, contact:
Email: support@carlezz.com / legal@carlezz.com

12. Advertising, Promotions & Vendor Conduct Policy

This policy sets forth the rules and standards governing advertising, promotional activities, and vendor conduct on the CarLezz platform to ensure transparency, fairness, and compliance.

Advertising Guidelines

• All advertising content must be truthful, accurate, and comply with applicable laws and regulations, including the UK Advertising Standards Authority (ASA)
• Vendors and partners may promote services or special offers only with prior approval from
• Misleading, deceptive, or offensive advertisements are strictly prohibited.
• CarLezz reserves the right to remove or reject any advertising content deemed inappropriate or non-compliant.

Promotions and Discounts

• Promotions, discounts, or special deals offered by vendors must be clearly described, including terms, conditions, and validity periods.
• CarLezz may run platform-wide promotions and discounts, and vendors must cooperate accordingly.
• Abuse of promotional offers, including fraudulent claims or manipulation, will lead to penalties or removal.

Vendor Conduct Standards

• Vendors must provide services honestly, reliably, and in accordance with CarLezz policies and legal requirements.
• All listings must accurately represent the vehicle or service offered, including condition, availability, and pricing.
• Vendors must respond promptly and professionally to customer inquiries and service issues.
• Harassment, discrimination, or any form of abusive behaviour towards customers or other platform users is strictly forbidden.
• Vendors must maintain valid insurance, licensing, and safety certifications for all vehicles offered.

Compliance and Enforcement

• CarLezz monitors advertising and vendor conduct and may conduct audits or investigations.
• Violations of this policy can result in warnings, suspension, financial penalties, or account termination.
• Vendors are responsible for ensuring all subcontractors or third parties comply with this policy.

Policy Updates

• CarLezz reserves the right to update this policy as necessary to reflect changes in regulations or platform standards.