Privacy Policy
Last updated: 7 May 2026
Introduction
Terminal to Door, operated by FG Twelve Ltd (Company Registration No. 09611895) (“we”, “us”, “our”), is committed to protecting your privacy. This policy explains how we collect, use, and safeguard your personal information when you use our transportation services.
FG Twelve Ltd is the data controller for the personal data we collect about you. We are registered in England and Wales and operate in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Information We Collect
Booking Information
When you book a transfer, we collect:
- Full name
- Email address
- Phone number
- Pickup and drop-off addresses
- Travel date and time
- Number of passengers and luggage
- Flight number (for airport pickups)
- Special requests or notes
Payment Information
- Credit/debit card details (processed securely by Stripe)
- Billing address
- Transaction history
Communication Data
- Phone call recordings (AI support line only)
- Chat transcripts from our website assistant
- Email correspondence
- SMS messages
Technical Data
- IP address
- Browser type and version
- Device information
- Website usage analytics
Legal Basis for Processing
Under UK GDPR, we process your personal data on the following legal bases:
| Purpose | Legal Basis |
|---|---|
| Fulfilling your booking | Contract performance |
| Payment processing | Contract performance |
| Sending trip confirmations | Contract performance |
| Customer support | Legitimate interest |
| Service improvement | Legitimate interest |
| Marketing (with consent) | Consent |
| Legal compliance | Legal obligation |
| Fraud prevention | Legitimate interest |
How We Use Your Information
We use your personal information to:
- Process and fulfill your booking
- Send confirmation emails and SMS notifications
- Track your flight and adjust pickup times
- Communicate with you about your trip
- Assign drivers and provide driver contact details
- Process payments securely
- Improve our services
- Respond to inquiries and resolve disputes
- Comply with legal obligations
Call Recording Disclosure
Important Notice:
Calls to our 24/7 AI Support line (+44 7455 731212) are recorded. UK law requires all parties to be informed of call recording. By calling this number:
- You will hear an automated disclosure at the start of the call
- Your continued participation constitutes consent to recording
- Recordings are used for quality assurance, training, and dispute resolution
- Recordings are retained for 90 days unless needed for ongoing disputes
- You may request a copy of your recorded calls by emailing bookings@terminaltodoor.com
If you do not wish to be recorded, you may:
- Disconnect the call
- Contact us via email at bookings@terminaltodoor.com
- Use the website chat (text-based, not recorded as audio)
AI Phone Agent Data Handling
Our 24/7 support line is powered by ElevenLabs AI technology. When you interact with our AI phone agent:
- Your voice is processed in real-time to understand your request
- Conversations are transcribed and stored for service improvement
- The AI may access your booking information to assist you
- No biometric voice data is stored or used for identification
- Third-party AI provider (ElevenLabs) processes data per their privacy policy
- You may request deletion of your interaction data
Payment Processing
We use Stripe for secure payment processing. When you pay:
- Card details are transmitted directly to Stripe via encrypted connection
- We do not store complete card numbers on our servers
- Stripe is PCI-DSS Level 1 compliant
- See Stripe’s privacy policy at stripe.com/privacy
Data Sharing
We share your information with:
Service Providers:
- Drivers (name, pickup address, phone number, flight info)
- Payment processor (Stripe)
- Email/SMS delivery services
- Cloud hosting providers (UK/EU-based)
- AI phone service (ElevenLabs)
Legal Requirements:
- When required by law or court order
- To protect our rights and safety
- To prevent fraud or illegal activity
We Never:
- Sell your personal data to third parties
- Use your data for targeted advertising
- Share your data with unrelated businesses
Data Retention
We retain your information for the following periods:
| Data Type | Retention Period |
|---|---|
| Customer booking records | 3 years |
| Employee records | 5 years after employment ends |
| Call recordings | 90 days |
| Chat transcripts | 1 year |
| Email correspondence | 3 years |
| Financial records | 7 years (legal requirement) |
| Website analytics | 26 months |
You may request deletion of non-essential data at any time.
Your Rights Under UK GDPR
You have the right to:
- Access your personal data we hold
- Rectification - correct inaccurate information
- Erasure - request deletion of your data (subject to legal retention requirements)
- Restrict processing - limit how we use your data
- Data portability - request a copy of your data in a portable format
- Object to processing based on legitimate interests
- Withdraw consent for processing based on consent (e.g., marketing, call recording)
To exercise these rights, contact us at bookings@terminaltodoor.com.
Right to Lodge a Complaint
If you are dissatisfied with how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO):
Information Commissioner’s Office Wycliffe House, Water Lane Wilmslow, Cheshire SK9 5AF United Kingdom
Website: ico.org.uk Phone: 0303 123 1113
We encourage you to contact us first so we can address your concerns directly.
Data Security
We protect your data through:
- SSL/TLS encryption for all data transmission
- Encrypted storage for sensitive information
- Access controls limiting employee data access
- Regular security audits
- Secure cloud infrastructure (UK/EU data centres)
- Two-factor authentication for staff systems
Cookies and Tracking
Our website uses:
- Essential cookies for site functionality
- Analytics cookies (privacy-focused, no personal data shared with advertisers)
- No third-party advertising cookies
You can manage cookies through your browser settings.
Cookie Details
| Cookie Name | Purpose | Duration |
|---|---|---|
| Session | Site functionality | Session |
| Preferences | User preferences | 1 year |
| Analytics | Anonymised usage data | 26 months |
Children’s Privacy
Our services are not directed at children under 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, contact us for removal.
International Transfers
Your data is primarily stored and processed in the United Kingdom and European Union. Where we use service providers located outside the UK/EU (such as our AI phone service provider), we ensure appropriate safeguards are in place:
- Standard Contractual Clauses (SCCs) approved by the UK Information Commissioner
- Adequacy decisions where applicable
- Binding Corporate Rules where relevant
Changes to This Policy
We may update this privacy policy from time to time. Material changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.
Contact Us
For privacy-related questions or requests:
FG Twelve Ltd Data Protection Enquiries Jhumat House, 160 London Road London, IG11 8BB United Kingdom
Company Registration: 09611895
Email: bookings@terminaltodoor.com Phone: +44 7455 731212 (24/7 AI Support) Human Operator: +44 20 3479 5700
Last updated: May 7, 2026