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Privacy Policy


Last updated: 28.04.2026

This Privacy Policy explains how D&D MOVING LTD (“we”, “us”, “our”, or the “Company”) collects, uses, stores, shares, and otherwise processes personal data when you use the Towlioo platform, including the customer mobile application, driver mobile application, website, support channels, backend systems, and related services (together, the “Platform”).

We are committed to protecting your privacy and handling personal data in accordance with applicable law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By accessing or using the Platform, you acknowledge that your personal data may be processed in the ways described in this Privacy Policy.

1. WHO WE ARE

The data controller for the purposes of this Privacy Policy is:

D&D MOVING LTD
Company Number: 13452502
Registered Office: 68a Rugby Road, Hinckley, England, LE10 0QD
Website: https://towlioo.com
Email: contact@towlioo.com

If you have any privacy-related questions, requests, or complaints, you can contact us at:
contact@towlioo.com

2. SCOPE OF THIS POLICY

This Privacy Policy applies to personal data processed in connection with:

  • the customer application;
  • the driver application;
  • our website;
  • booking flows;
  • account registration and verification;
  • customer support;
  • billing and invoicing;
  • driver onboarding and verification;
  • operational, fraud prevention, and security processes;
  • communications sent through the Platform.

This Privacy Policy should be read alongside our Terms and Conditions and any other notices we provide to you from time to time.

3. THE TYPES OF PERSONAL DATA WE COLLECT

Depending on how you use the Platform, we may collect and process the following categories of personal data.

3.1 Identity and Contact Data

This may include:

  • full name;
  • phone number;
  • email address;
  • account login details;
  • address details;
  • contact preferences.

3.2 Account and Verification Data

This may include:

  • account registration records;
  • OTP verification records;
  • SMS verification history;
  • device- or session-related security information;
  • account status and access logs.

3.3 Booking and Service Data

This may include:

  • pickup and destination details;
  • service request details;
  • route-related information;
  • booking notes;
  • service category;
  • roadside assistance details;
  • jump start request details;
  • cancellation reason;
  • booking history;
  • service timestamps;
  • trip or booking status history.

3.4 Location and Geolocation Data

This may include:

  • live GPS location during an active booking or service;
  • pickup location;
  • destination location;
  • route and navigation-related data;
  • driver location during booking fulfilment;
  • device-based location information where permissions have been granted.

3.5 Payment and Billing Data

This may include:

  • selected payment method;
  • billing records;
  • invoice records;
  • payment status;
  • transaction references;
  • partial payment metadata;
  • wallet or balance records where applicable.

We do not intentionally store full payment card numbers ourselves unless and to the extent this is handled securely by our payment partners.

3.6 Customer Uploads and Supporting Information

This may include:

  • uploaded photographs;
  • roadside or vehicle photos;
  • issue descriptions;
  • notes submitted as part of a booking;
  • customer-submitted evidence relevant to a service request or complaint.

3.7 Driver and Vehicle Verification Data

For drivers, we may collect and process:

  • driving licence details;
  • driving licence images or documents;
  • business insurance documents;
  • goods in transit insurance documents;
  • public liability insurance documents;
  • additional supporting documents;
  • vehicle brand;
  • vehicle model;
  • licence plate number;
  • licence expiry date;
  • fuel type;
  • vehicle-related supporting documents;
  • internal approval, review, and compliance records.

3.8 Technical and Usage Data

This may include:

  • IP address;
  • app version;
  • device model;
  • operating system;
  • crash logs;
  • diagnostics;
  • event logs;
  • session data;
  • usage patterns;
  • network and browser metadata where relevant.

3.9 Communications Data

This may include:

  • emails sent to or from us;
  • support messages;
  • complaint submissions;
  • in-app support records;
  • phone or operational communication records where lawfully retained.

4. HOW WE COLLECT PERSONAL DATA

We may collect personal data:

  • directly from you when you register, log in, complete your profile, place a booking, upload documents, or contact us;
  • automatically through your use of the Platform;
  • through GPS and geolocation permissions while using relevant features;
  • from payment providers;
  • from communications providers;
  • from support interactions;
  • from fraud prevention, compliance, or verification processes;
  • from public or regulatory sources where reasonably necessary for compliance.

5. HOW WE USE YOUR PERSONAL DATA

We use personal data only where we have a valid legal basis to do so.

5.1 To Provide the Platform and Services

We use personal data to:

  • create and manage accounts;
  • process bookings;
  • dispatch, assign, and manage service providers;
  • calculate and present pricing;
  • provide roadside, towing, moving, recovery, jump start, and scheduled services;
  • generate receipts and invoices;
  • maintain service records.

5.2 To Verify Accounts and Secure Access

We use personal data to:

  • verify customer and driver accounts;
  • send OTP codes;
  • protect accounts against misuse;
  • detect suspicious or fraudulent activity;
  • maintain authentication logs.

5.3 To Manage Payments

We use personal data to:

  • process payments;
  • manage payment authorisations;
  • handle cancellations and lawful charges;
  • generate and store invoices and billing records;
  • investigate disputed charges.

5.4 To Operate GPS and Routing Features

We use personal data to:

  • determine pickup and destination locations;
  • route drivers and services;
  • track live booking progress;
  • improve operational coordination;
  • support customer and driver safety.

5.5 To Manage Driver Onboarding and Compliance

We use personal data to:

  • review identity documents;
  • review vehicle information;
  • verify insurance documents;
  • assess driver activation eligibility;
  • monitor ongoing compliance.

5.6 To Support Customers and Drivers

We use personal data to:

  • respond to questions and complaints;
  • investigate incidents;
  • review service history;
  • resolve billing or operational issues.

5.7 To Improve and Protect the Platform

We use personal data to:

  • maintain platform performance;
  • troubleshoot issues;
  • monitor service quality;
  • improve product functionality;
  • detect abuse, fraud, or security risks;
  • maintain internal records and audit trails.

5.8 To Comply with Legal and Regulatory Obligations

We may use personal data to:

  • comply with applicable law;
  • respond to lawful requests from authorities;
  • manage disputes and enforcement;
  • maintain business, tax, financial, and compliance records;
  • prevent fraud and unlawful activity.

6. LEGAL BASES FOR PROCESSING

Under UK data protection law, we rely on one or more of the following legal bases:

6.1 Contract

We process personal data where necessary to:

  • create and manage your account;
  • provide the Services you request;
  • process bookings;
  • process payments;
  • issue invoices;
  • communicate essential service updates.

6.2 Legitimate Interests

We process personal data where necessary for our legitimate interests, including:

  • platform security;
  • fraud prevention;
  • service improvement;
  • complaints handling;
  • route management;
  • operational coordination;
  • record keeping;
  • business administration;
  • protection of our legal rights.

Where we rely on legitimate interests, we consider and balance your rights and interests.

6.3 Legal Obligation

We process personal data where necessary to comply with legal obligations, including:

  • financial record keeping;
  • dispute handling;
  • regulatory compliance;
  • responding to lawful requests from authorities;
  • maintaining certain verification and audit records.

6.4 Consent

Where required, we rely on consent, for example:

  • certain location permissions;
  • optional communications;
  • certain device or platform permissions.

Where we rely on consent, you may withdraw it at any time, although this may affect the functionality of some services.

7. LOCATION DATA AND GPS TRACKING

Because of the nature of the Platform, location data is an important part of the Services.

We may collect and use live or recent location data:

  • when a Customer requests a Service;
  • when a Driver is available, assigned, en route, or actively fulfilling a Booking;
  • during navigation, trip coordination, and service tracking;
  • to improve operational accuracy and safety.

If you disable location permissions, some Platform features may not function properly or may become unavailable.

8. DRIVER AND VEHICLE DOCUMENTS

We process driver and vehicle documents for verification, safety, fraud prevention, and operational compliance purposes.

This may include:

  • driving licence information;
  • insurance documents;
  • vehicle details;
  • compliance review notes;
  • internal approval or rejection records.

We retain such documentation:

  • while the relevant driver account remains active; and
  • for a reasonable period afterward where necessary for legal, regulatory, audit, safety, fraud prevention, dispute resolution, or enforcement purposes.

We may also request additional documents where reasonably necessary.

9. CUSTOMER PHOTOS AND SUPPORTING UPLOADS

Customers may upload photos and related information when making service requests, particularly in roadside or vehicle-related cases.

We use such content to:

  • assess the requested service;
  • improve operational readiness;
  • help drivers understand the job;
  • investigate complaints or disputes;
  • maintain safety and fraud controls.

Uploaded photos are generally retained only for as long as reasonably necessary. In most cases, this will be for a limited period and usually no longer than 90 days, unless a longer period is required for:

  • complaints;
  • disputes;
  • fraud prevention;
  • legal proceedings;
  • safety review;
  • operational necessity.

10. PAYMENT PROCESSING

Online payments made through the Platform are processed securely through Stripe or other secure payment service providers used by us from time to time.

When you make an online payment:

  • payment details may be processed by Stripe;
  • we may receive payment status, transaction references, and limited billing metadata;
  • we do not necessarily receive or store your full payment card details directly.

Stripe’s own legal terms and privacy practices apply to their services. Stripe legal information is available at:
https://stripe.com/gb/legal/ssa

11. SMS OTP, COMMUNICATIONS, AND THIRD-PARTY PROVIDERS

We may use third-party service providers to support parts of the Platform, including:

  • Twilio for SMS OTP and related verification messaging;
  • Stripe for secure payment processing;
  • Google services for maps, geolocation, routing, and location functionality;
  • infrastructure, hosting, storage, analytics, diagnostics, and support providers selected by us from time to time.

We only share personal data with such providers where reasonably necessary and subject to appropriate contractual, technical, and organisational protections.

We may also use push notifications, email, and in-app messaging for service-related communications.

12. WHO WE SHARE PERSONAL DATA WITH

We may share personal data with the following categories of recipients where necessary:

  • drivers and service providers fulfilling a booking;
  • internal staff, contractors, and authorised representatives of the Company;
  • payment providers and payment service processors;
  • communications providers;
  • mapping and geolocation providers;
  • cloud hosting and infrastructure providers;
  • fraud prevention, legal, compliance, and professional advisers;
  • insurers where relevant;
  • law enforcement, regulators, courts, or public authorities where required by law or reasonably necessary to protect rights, safety, or the Platform.

We do not sell your personal data in the ordinary commercial sense.

13. INTERNATIONAL DATA TRANSFERS

Some of our third-party providers may process personal data outside the United Kingdom.

Where personal data is transferred internationally, we take steps intended to ensure that appropriate safeguards are in place, which may include:

  • transfers to countries recognised as providing adequate protection;
  • contractual safeguards;
  • or other lawful transfer mechanisms recognised under UK data protection law.

Because our service providers may operate globally, some processing may take place outside the UK where necessary for Platform functionality.

14. DATA RETENTION

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including for:

  • service fulfilment;
  • account administration;
  • legal compliance;
  • tax and financial record keeping;
  • fraud prevention;
  • dispute resolution;
  • operational review;
  • internal audit.

By way of general approach:

  • customer-uploaded photos are usually kept for no longer than 90 days, unless a longer retention period is justified;
  • driver and vehicle verification records are retained while the relevant account is active and for a reasonable period thereafter;
  • invoices, booking history, payment records, and account records may be retained for longer where required for accounting, tax, audit, legal, or operational reasons.

We may anonymise certain data and retain it in anonymised form for analytics, reporting, or system improvement purposes.

15. DATA SECURITY

We take appropriate technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or unauthorised access.

Such measures may include:

  • access controls;
  • role-based permissions;
  • secure transmission practices;
  • logging and monitoring;
  • secure third-party infrastructure;
  • platform authentication and verification controls.

However, no method of transmission or storage can be guaranteed to be completely secure, and we cannot guarantee absolute security.

16. YOUR RIGHTS

Subject to applicable law, you may have the right to:

  • request access to your personal data;
  • request correction of inaccurate or incomplete personal data;
  • request deletion of personal data in certain circumstances;
  • request restriction of processing in certain circumstances;
  • object to processing based on legitimate interests in certain circumstances;
  • request portability of certain personal data;
  • withdraw consent where processing is based on consent;
  • complain to the Information Commissioner’s Office (ICO).

We may need to verify your identity before responding to a request.

To exercise your rights, contact:
contact@towlioo.com

We will respond in accordance with applicable legal timeframes, subject to any lawful exemptions or extensions.

17. COMPLAINTS

If you have concerns about how we use your personal data, please contact us first at:

contact@towlioo.com

We aim to respond within 24 hours where reasonably possible, although some privacy matters may require more time depending on complexity.

You also have the right to complain to the Information Commissioner’s Office (ICO) in the United Kingdom if you believe that your personal data has been handled unlawfully.

Information about the ICO is available at:
https://ico.org.uk

18. CHILDREN

The Platform is not intended for children.
We do not knowingly collect personal data from children under the age of 18 in connection with account-based use of the Platform.

If we become aware that personal data has been collected from a child inappropriately, we may take steps to delete it or otherwise deal with it as required by law.

19. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time.

Any updated version may be published on the Platform with a revised “Last updated” date. Where appropriate, we may also notify users through in-app notice, email, or other suitable means.

Your continued use of the Platform after the effective date of an updated Privacy Policy may indicate acknowledgment of the revised policy.

20. CONTACT US

If you have questions about this Privacy Policy or about how we process personal data, please contact:

D&D MOVING LTD
68a Rugby Road
Hinckley
England
LE10 0QD

Email: contact@towlioo.com
Website: https://towlioo.com