Privacy Policy

Who we are

Osborne Couriers is the trading name of Benjamin Michael Osborne, a sole trader based in Kings Hill, Kent. Benjamin Michael Osborne is responsible for deciding how the personal information described in this policy is used and is its data controller.

For privacy enquiries or to exercise your rights, email ozzydelivers@gmail.com.

Information we collect

Depending on your enquiry or booking, we collect:

• Your name, business name, email address and telephone number.
• Collection and delivery addresses, contact names, contact details and access instructions.
• Information about the goods, requested timings and delivery requirements.
• Quotes, booking correspondence, invoices and payment records.
• Delivery updates and, where used for a booking, proof of delivery such as a recipient's name, signature, delivery time or photograph.
• Information you provide when raising a complaint or reporting loss or damage.
• Technical information generated when you use the website, such as IP addresses, browser information, request times and security logs, to the extent recorded by our hosting services.
• If you consent to Google Analytics, information about pages viewed, broad location, device and browser details, and the limited website events described below.

We obtain information from you, from customers arranging a delivery to or from you, and from courier partners providing delivery updates. Please provide only information needed to arrange and complete the service. Avoid including sensitive personal details in delivery instructions or enquiry fields.

Why we use information

We use personal information to:

• Respond to enquiries, assess delivery requirements and prepare quotes.
• Arrange collections, allocate courier partners, communicate with senders and recipients, complete deliveries and record delivery outcomes.
• Issue invoices, reconcile payments and maintain business records.
• Investigate complaints, delivery problems and claims.
• Protect our website and business, prevent misuse and establish or defend legal claims.
• Meet legal, tax and regulatory obligations.
• With your consent, understand use of the website and whether its enquiry journey is effective.

We rely on the following lawful bases:

• Contract: Where processing is necessary to provide a service to you as an individual customer, or take steps you request before entering a contract.
• Legitimate interests: Where necessary to communicate with business contacts, arrange deliveries involving senders and recipients, keep appropriate service records, resolve problems and protect the business. We consider the effect on individuals and use only information reasonably needed for those purposes. This basis also applies to business contacts where the contract is with their employer rather than the individual.
• Legal obligation: Where information must be processed or retained to meet legal requirements, including tax and accounting obligations.
• Consent: Where we ask for consent for a specific optional use. You can withdraw that consent at any time without affecting the lawfulness of earlier processing.

We do not use delivery contact details for unrelated marketing. We do not make decisions producing legal or similarly significant effects solely through automated processing.

Who receives information

We share relevant information with:

• Courier partners: Collection and delivery details, contact information and instructions needed to assess availability and fulfil a booking.
• Senders, recipients and booking customers: Updates and relevant proof of delivery needed to manage and confirm the service.
• Technology providers: Vercel for website hosting, our selected Postgres database provider when operational records are stored there, Resend for transactional enquiry emails, Google for email correspondence through Gmail and consent-based Google Analytics, and Discord for optional private operator notifications where enabled.
• Other service providers: Banking, accounting and payment providers where needed to administer payments and business records.
• Professional advisers, insurers and claims handlers: Where needed to obtain advice, investigate an incident or handle a claim.
• Public authorities: Where disclosure is required by law or otherwise lawfully necessary.

We share only information relevant to the purpose. Providers acting on our instructions must handle information under appropriate contractual arrangements. A courier partner or other organisation may act as a separate controller for processing it determines for its own lawful purposes.

We do not sell personal information.

International processing

Cloud hosting, database, email, notification and analytics services can involve processing outside the UK, including access by overseas support teams. Where a transfer is restricted under UK data protection law, we must ensure a valid transfer mechanism applies before making it. Depending on the provider and destination, this may be UK adequacy regulations or approved contractual safeguards supported by the required assessment.

Contact us for information about the safeguards applicable to your information and how to obtain a copy, subject to appropriate redactions.

How long we keep information

Our retention periods are:

• Enquiries that do not become bookings: Up to 12 months after our last substantive contact, unless a longer period is needed for an active complaint or legal matter.
• Booking, quotation and essential contract records: Up to six years after the booking is completed or the ongoing contract ends, to deal with contractual queries and legal claims.
• Accounting and tax records: At least five years after the 31 January submission deadline for the relevant Self Assessment tax year, or longer where the law requires it.
• Routine delivery photographs, signatures and access instructions: Up to 12 months after delivery, unless needed for a complaint, claim or legal obligation. Essential delivery confirmation may remain in the booking record for the period above.
• Complaints and claims: Normally up to six years after closure, with longer retention where reasonably necessary for proceedings, legal holds or applicable limitation periods.
• Technical logs: Only for the period reasonably necessary for security and troubleshooting, according to the configured provider retention periods.
• Google Analytics: According to the retention period configured in the Google Analytics property. This setting must be verified before publication. Google Analytics cookies may remain for up to two years unless you withdraw consent or delete them sooner.

We review records and delete or anonymise information when it is no longer needed. Backups may retain deleted information until they are overwritten under the relevant backup cycle; such information is not restored for routine use.

Cookies and similar technologies

The website does not load Google Analytics unless you select “Accept analytics”. If you decline, the Google Analytics script is not loaded. We store your choice in your browser's local storage so we do not ask on every visit. This preference contains no enquiry details and remains until you change it or clear your browser data.

If you consent, Google Analytics sets _ga cookies to distinguish browsers and measure site use. These cookies may remain for up to two years. Google receives standard website measurement information, which can include the page visited, approximate location, device and browser information, referrer and IP address. We also send only three named interactions: courier call-to-action clicks, form starts and successful enquiry submissions. We do not send form answers, contact details, postcodes or enquiry references to Google Analytics, and advertising personalisation and Google signals are disabled in the website configuration.

You can accept, decline or later change this choice using “Privacy choices” at the bottom of the website. Withdrawing consent stops analytics after the page reloads and removes accessible Google Analytics cookies from this site. You can also clear site data in your browser. Google may process analytics information outside the UK under the safeguards applying to its service.

Security

We use proportionate technical and organisational measures to protect information, including access restrictions and appropriate security settings. We limit access to people and providers who need it for their work. No website, email or storage system can be guaranteed completely secure.

Your rights

Depending on the circumstances, you can ask us to:

• Give you access to your personal information.
• Correct inaccurate or incomplete information.
• Delete information we no longer have a lawful reason to keep.
• Restrict how we use information.
• Provide eligible information in a portable format.

You have the right to object to processing based on legitimate interests because of your particular situation. You can object to direct marketing at any time.

Where we rely on consent, you can withdraw it at any time. Rights are subject to legal conditions and exemptions. For example, we may need to retain records to comply with tax law or defend a legal claim.

Email ozzydelivers@gmail.com to make a request. We normally respond within one month, subject to lawful extensions or pauses. We may need proportionate information to verify your identity.

Questions and complaints

Please contact us first if you have a concern about how we handle personal information. You may also complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint. You do not have to contact us before approaching the regulator.

Changes to this policy

We will update this policy when our services or information practices change. The date above shows the latest revision. Where required, we will bring significant changes to your attention.