Privacy Policy

Our authorised concierge couriers may use visible body-worn cameras during collections and deliveries for safety, security, and accountability. Recording is not continuous throughout the working day. It begins only after the vehicle is safely and lawfully parked and secured, immediately before the courier opens the vehicle door. It may cover the approach, gates and access routes, the collection or handover, and the courier’s return to the vehicle. Recording stops promptly once the courier is safely back inside the vehicle and the immediate interaction or risk has ended, unless an incident is continuing. Pre-recording is disabled. When activated, our current cameras record video and audio. Recordings may include: - Images, voices, conversations, and behaviour - Date, time, location, and surrounding delivery context - People, vehicles, registration numbers, addresses, entrances, gates, and consignments - Customers, household members, children, site staff, other couriers, and bystanders who are present We use body-worn recordings where necessary to: - Protect our concierge couriers and others from violence, aggression, uncontrolled animals, unsafe working conditions, and other foreseeable risks - Deter, document, and investigate incidents - Safeguard consignments - Establish what occurred during a disputed collection or handover - Handle complaints, insurance matters, and legal claims - Provide relevant evidence to authorised bodies where lawful and necessary We rely on our legitimate interests in personal safety, security, protecting property, and resolving incidents fairly. Audio is limited to the same short recording period because spoken threats, warnings, safety instructions, and disputed conversations may be important to understanding an incident. Recording will normally be indicated by a visible camera, recording light, notice worn by the courier, and a verbal announcement where safe and practicable. If an immediate risk develops before an announcement can be made, notice will be given as soon as it is safe to do so. We do not routinely record while driving, between jobs, during breaks, or inside private homes. We do not record covertly or in toilets, bathrooms, changing rooms, bedrooms, or similarly private areas. If a property owner or site asks us to stop and there is no immediate safety or legal reason to continue, we will stop or safely withdraw. We do not use body-worn footage for marketing, social media, entertainment, facial recognition, automated decision-making, or routine performance monitoring. Footage may incidentally contain sensitive information or information about alleged offences. We do not use it to infer sensitive traits. Where such information is deliberately retained, we do so only where UK law permits, including where necessary for legal claims. Routine footage with no reported incident is deleted after 14 calendar days. Footage connected with an incident, complaint, request, insurance matter, legal claim, or lawful authority request may be retained for longer, but only while necessary. Retained footage is reviewed at least every 90 days and normally deleted within 30 days after the matter closes unless a legal or insurance requirement justifies longer retention. Access to recordings is restricted. We may share the minimum relevant footage with the police or other authorities, insurers, legal advisers or courts, relevant clients or delivery platforms, and contracted providers helping us securely store or redact footage. We may blur images or remove audio relating to other people before disclosing footage. If you believe we have recorded you, please provide the date, approximate time, location, and delivery or incident details to help us locate the recording.