Your Privacy & Safety with GloChill

Your data. Your control.

At GloChill, your privacy is important to us. This section explains how we collect, use, and protect your personal information when you use our services.

• Personal details such as your name, email, and phone number
• Location data to provide accurate pick-up and drop-off services
• Payment details to process secure transactions

We use your information to book and manage your rides, improve our services and user experience, process payments securely, and send important notifications about your bookings.

We use industry-standard measures to protect your information from unauthorized access, loss, or misuse. You have the right to access, update, or delete your personal data by contacting our support team.

UK GDPR compliant. Always.

We collect and use personal data to provide safe, reliable transport services, comply with legal obligations, and improve our platform. This policy complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Your Rights Under UK GDPR

• Access — request a copy of personal data we hold
• Rectification — correct inaccurate or incomplete data
• Erasure — request deletion of your personal data where lawful
• Data Portability — receive your data in a machine-readable format
• Objection — object to processing based on legitimate interests
• Withdraw Consent — at any time where processing is based on consent
• Lodge a Complaint — with the ICO or through GLOCHILL's internal procedure

Personal data is stored securely with encryption, access controls, and secure servers. Passenger trip data is retained for seven (7) years to comply with TfL and tax regulations. In the event of a data breach, we notify affected individuals without delay and the ICO within 72 hours.

Simple rules. Smooth rides.

Welcome to GloChill. These Terms & Conditions govern your use of our services. By booking a ride with us, you agree to these terms.

• You must be at least 18 years old to use our services
• You agree to provide accurate information when creating an account
• You are responsible for maintaining the confidentiality of your account
• All ride bookings are subject to driver availability
• You may cancel a ride before the driver reaches pick-up — cancellation fees may apply

All fares are displayed before confirming your booking

Payments can be made via the app using approved payment methods. Additional charges such as waiting time and tolls may apply. GloChill acts as a booking platform connecting passengers with licensed drivers.

Fair for passengers. Fair for drivers.

This policy ensures fairness, transparency, and regulatory compliance in the application of cancellation, waiting time, and related service fees.

Passenger cancellations: Cancel within two (2) minutes of driver acceptance — no charge. Cancel after the grace period — a fixed cancellation fee applies. No-show after waiting period — higher fee may apply.

Driver cancellations: A driver must not cancel without a valid reason — passenger no-show, safety concerns, vehicle breakdown, or operator instruction. Repeated unjustified cancellations may lead to suspension.

Refunds: Passengers may request a review of any fee within seven (7) days. Refunds are issued to the original payment method. If the driver was significantly delayed, the passenger may cancel without a fee.

Riding with GloChill.

Passengers must behave respectfully and safely when using GloChill services. Misconduct may lead to suspension or termination.

Passengers shall:

• Wear a seatbelt at all times during the journey
• Treat drivers and other road users with respect and courtesy
• Comply promptly with any lawful safety instructions from the driver
• Exit the vehicle safely at the designated drop-off point
• Ensure booking details are correct before confirming

Passengers must not:

• Engage in disruptive, violent, or illegal behaviour
• Smoke, vape, or consume alcohol or drugs in the vehicle
• Litter, soil, or damage the vehicle
• Distract the driver or obstruct their field of vision
• Carry prohibited, illegal, or hazardous items

Children: Under 18 must be accompanied by a responsible adult. Passengers must provide appropriate child restraints for children under 14 or below 135cm.

Zero-tolerance: Discrimination, harassment, and abuse are grounds for immediate suspension and possible legal action under the Equality Act 2010.

Lost property: Report immediately via the app or email info@glochill.com.

The GloChill standard.

Drivers must follow professional, safety, and conduct standards at all times. They are engaged as self-employed independent contractors bound by TfL standards and this code.

• No smoking, vaping, or e-cigarettes inside the vehicle
• No alcohol, drugs, or impairing medication while on duty
• Never let a third party use your credentials or perform trips
• All payments through the app — no cash, no fare negotiation
• Smart-casual dress, safe footwear, no offensive slogans
• Respect passenger privacy — never retain or misuse contact info

Accepting a trip means completing it.

Once a booking is accepted, the driver must complete the trip unless cancelled by the passenger, or for valid reasons: passenger no-show, safety concerns, vehicle breakdown, or operator instruction.

• Drivers must not request passengers to cancel for the driver's convenience
• Repeated unjustified cancellations may lead to suspension
• Performance is monitored — cancellation rates, ratings, vehicle condition

Every vehicle. Every ride. Inspected.

Vehicles must meet all licensing, safety, maintenance, and cleanliness standards required by TfL and GloChill at all times.

• TfL-licensed Private Hire Vehicle with valid plates and identifiers displayed
• Valid MOT certificate and hire-and-reward insurance at all times
• ULEZ and London emissions compliant
• Functioning seatbelts for all passengers
• Free from significant damage or defects
• Clean, hygienic, and odour-free interior

Insurance must cover private hire use, remain valid throughout operation, and be provided to the operator on request. Operating without valid insurance = immediate suspension and TfL reporting.

Drivers must immediately report: accidents, vehicle damage affecting safety, insurance or licence changes, and mechanical failures.

You're covered.

This policy explains how insurance, liability and risk are allocated between the Company, Drivers and Passengers on the GLOCHILL platform.

Liability: Drivers are solely responsible for safe operation. Company liability is limited to the total fare paid for the relevant trip, unless required by statute. In case of accidents — notify emergency services (999) first, then GloChill.

Problems? We'll sort it.

• Step 1: Raise it via the app or email support
• Step 2: We review trip records, GPS data, and communications
• Step 3: If unresolved, parties may agree to independent mediation
• Step 4: Regulatory matters can be escalated to TfL

Quick answers.