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Privacy

Privacy policy

Last updated: 21 July 2026

Who we are

This Privacy policy explains how Velora Hire Cars handles personal information for taxi booking, contact, payment, support, advertising, and website operations.

Business details: Velora Hire Cars, operated by Hafiz Asad Ullah, Point to Point Transport (NSW) Licensed Booking Service Provider, BSP Licence No: BSP-449254, NSW 2179, Australia. Privacy contact: compliance@velorachauffeurhirecars.com.au.

Collection statement

We collect the personal information you enter because it is reasonably needed to quote, arrange, manage, and support your booking. If required booking details are not provided, we may be unable to calculate a route, provide a fare, contact you, or send the request to dispatch.

Your booking information may be disclosed to dispatch staff, the assigned driver or operator, Stripe, Firebase, Google Maps Platform, communications providers, and advisers or authorities where reasonably required. Privacy enquiries may be sent to compliance@velorachauffeurhirecars.com.au.

Information we collect

We may collect and hold the following information when you use the website:

  • Passenger name, phone number, country code, and booking reference.
  • Pickup, destination, route distance, route duration, and booking time.
  • Vehicle, passenger count, baby seat, full-vehicle, payment, and driver-note details.
  • Contact messages, support requests, cancellation requests, and privacy enquiries.
  • Technical data such as browser, device, IP address, cookies, and similar identifiers.
  • Airport terminal and direction selections, calculated fare components, minimum-fare and night-pricing adjustments, and the pricing settings used for a confirmed booking.
  • Payment status and Stripe payment identifiers. We do not store full card numbers.
  • Your versioned choices for website analytics and advertising measurement stored in your browser.
  • With Website analytics consent, a random pseudonymous session identifier and fixed categories for website activity, taxi-booking progress, traffic source, campaign status, and landing page. Analytics never includes form values, addresses, names, phone numbers, email addresses, notes, full URLs, query strings, click IDs, or payment details.

How we collect information

We collect information directly from you when you complete booking forms, use contact links, call or email us, allow browser location access, or complete secure Stripe checkout. Draft booking details such as pickup, destination, contact details, driver notes, and booking status may be temporarily stored in your browser so the booking flow can continue if the page is refreshed. We also collect limited technical information through Firebase, Google Maps, Google Ads, and similar website services.

Why we use information

We use personal information to:

  • create, review, dispatch, manage, cancel, and complete bookings;
  • calculate route distance and fare estimates;
  • contact passengers about bookings and support requests;
  • process online card authorization and payment capture through Stripe;
  • keep records for business, tax, fraud prevention, safety, and dispute handling;
  • measure consented website and taxi-booking use, understand funnel drop-off, and improve the service;
  • measure website contact conversions and improve advertising performance when the relevant advertising choice permits it.

Booking communications

By providing a phone number or email address, you ask us to use it for transactional communications needed to quote, dispatch, confirm, update, cancel, support, or complete the booking. These may include calls, SMS messages, and emails from the booking service, dispatch, an assigned driver or operator, or a communications provider acting for us.

Driver contact and arrival times depend on safety, traffic, and operational conditions and are not guaranteed. Booking contact details are not used for unrelated marketing messages unless separate consent is obtained.

Service providers and disclosures

We may disclose information to drivers, dispatch staff, payment processors, hosting and database providers, map and route providers, advertising providers, professional advisers, and regulators where required by law.

The website uses Firebase for hosting, functions, authentication, and Firestore database services. It uses Stripe for secure online checkout, manual card authorization, and payment capture. It uses Google Maps Platform for maps, places, route, geocoding, and distance services.

Google Maps

The website includes Google Maps features and content. Your use of Google Maps features is subject to the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy. Location, place, route, and device information may be processed by Google when Maps features are used.

First-party website analytics

Website analytics is optional and begins only after you consent. The website then creates a cryptographically random pseudonymous session identifier in session storage. It rotates after 30 minutes of inactivity and is cleared when consent is revoked. Safe queued events are also cleared and are not replayed after revocation.

We retain consented event-level analytics, pseudonymous contributions, ingestion attempts, and recent activity for up to 90 days. We retain only fixed categories such as Google Ads, Google Organic, Direct, Referral, Other, and fixed landing-page categories. We do not retain the underlying referrer URL, URL path, query string, advertising click ID, search term, arbitrary campaign text, or any booking-form value in analytics. Authoritative booking and payment records follow their separate business and legal retention requirements.

Cookies and browser storage

The website uses necessary browser storage to retain an unfinished booking and your versioned consent choices. If Website analytics is enabled, approved session storage holds the random analytics session and safe pending event queue. Advertising measurement is optional and can be disabled independently; selecting it enables its required analytics dependency. See the Cookie policy for categories, retention, revocation, and Advanced Consent Mode details.

Security, retention, and deletion

We use reasonable technical and organisational measures to protect personal information. No online system is completely secure, but access to booking records is limited and full card details are handled by Stripe rather than stored on this website.

We keep consented event-level analytics for up to 90 days. Booking, contact, payment status, and support records follow separate retention periods for business, tax, dispute, safety, legal, and fraud prevention purposes. You may request deletion, but some authoritative records may need to be retained where legally or operationally required.

Access, correction, and complaints

You may request access to, correction of, or deletion of personal information we hold about you by emailing compliance@velorachauffeurhirecars.com.au. Include your name, phone number, and booking reference if available.

If you have a privacy complaint, email us first so we can review and respond. If you are not satisfied, you may contact the Office of the Australian Information Commissioner.

Payment policy

Fare estimates are calculated from the route, distance, vehicle/service selection, and fixed-price choice shown in the booking flow. The server recalculates distance and fare before a booking is created.

If you choose online payment, your card may be authorized through Stripe before dispatch and is intended to be captured only when the ride is marked completed. If you choose pay to driver, the fare is paid directly to the driver or operator at the end of the trip.

When a fixed fare is confirmed for the selected route, vehicle/service, passenger count, baby seat choice, and pickup time, we do not add a separate website booking charge on top of it. Additional charges may apply for tolls, airport fees, baby seat, waiting time, or changes requested after confirmation.

Cancellation policy

You can cancel an eligible booking from the booking status screen until the ride is marked completed. Please cancel as early as possible so the vehicle can be reassigned. The cancellation option is not shown after a booking is completed, cancelled, or rejected.

There is no website cancellation fee in this booking flow unless clearly stated at the time of booking. Driver or operator terms may apply for late cancellations or no-shows. Dispatch may also cancel a request where it cannot be fulfilled, details are incomplete, the requested service is unavailable, payment cannot be authorized, or there are safety or operational concerns.

Refund policy

If an online card authorization has not been captured, we will request release or cancellation of that authorization through Stripe. The time it takes for a released authorization to disappear from your card or bank account depends on your card issuer or bank.

Pay-to-driver fares are settled directly with the driver or operator, so any pay-to-driver refund or adjustment is handled with them. If a valid duplicate or incorrect website charge occurs, contact us with your booking reference and we will review it and refund where the charge is found to be valid.