Privacy policy

This policy explains how Tuffnells handles personal data across everything we run: this website, the Tuffnells for Partners app used by our driver partners, and the Tuffnells for Business app used by business account holders.

Tuffnells is a trading name of TF Trading Limited, which is the controller of the personal data described here. TF Trading Limited is registered in England and Wales with company number 17530150. Its registered office is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

We only collect what we need to quote, collect, carry and deliver consignments, to pay and support the people involved, and to keep the service safe.

Account details. Your name, email address and password (stored only as a secure hash by our sign-in provider), the business accounts or driver partner profiles you belong to, and your role in each.

Business customers. Company name and registration or VAT number when you verify your business, contact phone number, collection addresses, saved address book entries, consignment details (sizes, weights, declared value, references), claims and the photos you attach, and support conversations.

Recipients. When a business sends to someone, we hold the recipient's name, delivery address and, where the sender gives them, a phone number and email address so we can send delivery updates.

Driver partners (Tuffnells for Partners app).

• Precise location, including in the background, but only while you are on duty on a run. It stops when you go off duty or end the run.
• Camera and photos to scan parcel labels and take proof of collection and delivery photos, and any existing photo you choose to attach.
• Signatures captured from recipients on delivery.
• Scan history of the parcels you collect and deliver.
• Profile: the name, photo, headline and vehicle shown to customers in your area, and the compliance documents we hold for you (for example driving licence, insurance and right to work).
• Messages you exchange with businesses in your area through in-app chat. Calls you place to a recipient go through your phone's own dialler; we don't record them.
• App preferences such as navigation app, distance units and haptics, stored on your device.

Payments. Card payments are taken by Stripe. We never see or store your full card number; we keep the payment reference, amount and status.

Technical data. Crash and error reports (device type, operating system, app version and the error itself) and, on this website, basic usage analytics where enabled.

Cookies. Google Analytics and any ad measurement on this website only run if you agree. Our own visit counts run for everyone, but they use no cookies and store nothing that identifies you. See cookies and analytics for what the website stores and how to change your choice.

• To provide the service (performing our contract with you): pricing, booking, collecting, routing, delivering, tracking and invoicing consignments.
• To show live progress: a driver partner's on-duty location is shared with the sender and recipient of the consignments on that run, so they can see when the van is on its way.
• Proof and claims: photos, scans and signatures prove a consignment was collected and delivered in good condition and are used to decide claims.
• Support: our in-app assistant reads the consignment, claim and account context to answer you straight away.
• Legal duties (legal obligation): keeping financial records and checking driver partners are licensed, insured and allowed to work.
• Keeping the service safe and working (legitimate interests): preventing fraud and abuse and fixing crashes.

We never sell personal data and we don't use it for third-party advertising inside the apps. We share it only where needed to run the service:

• The businesses and recipients on a consignment see its tracking history, the driver's first name, photo and live position while out for delivery, and delivery photos and signature.
• Service providers acting on our instructions: Supabase (database, sign-in and file storage), Netlify (website hosting), Stripe (payments), Resend (email), Twilio (text messages), Mapbox, OSRM and OpenStreetMap (maps, routing and drive times), Google (address search and, on this website, analytics), Anthropic (the AI support assistant) and Sentry (crash reporting).
• Your navigation app: if you choose Google Maps, Apple Maps or Waze for directions in the Partners app, the stop's address is handed to that app and its own privacy policy applies.
• Authorities where the law requires it, such as HMRC for tax records.

Data is stored with our hosting providers and encrypted in transit (HTTPS) and at rest. Every request is checked against your sign-in, and database rules mean each business and driver partner can only see their own records. Photos, documents and claim files are kept in private storage and shared through short-lived links.

Some of our providers process data outside the UK. Where they do, the transfer is covered by UK adequacy regulations or standard contractual clauses.

• Your account: until you delete it.
• Consignments, invoices and payment records: kept for six years after the end of the financial year they relate to, as UK tax law requires. Proof of delivery photos and signatures are part of these records.
• Driver location: used for live tracking while on duty; the history is deleted with the account.
• Support conversations and claims: kept with the consignment or account they belong to.
• Crash reports: kept by our crash reporting provider for a limited period, then deleted automatically.

You can see and correct most of your details yourself in your account or the app. You also have the right to access a copy of your data, to object to or restrict how we use it, to have it moved to another provider, and to have it erased. Business account holders can raise any of these through the in-app support chat in their account, and our assistant handles the request there.

Deleting your account is self-serve and immediate. See how to delete your account and data.

You can turn off location, camera and photo access at any time in your phone's settings. Location is needed to go on duty in the Partners app, and the camera is needed to scan and photograph consignments.

If you're unhappy with how we've handled your data you can complain to the Information Commissioner's Office (ico.org.uk).

Our services are for businesses and their staff, and our apps are not directed at anyone under 18.

If we change how we use personal data we'll update this page and its date. For significant changes we'll also tell you in the app or by email before they take effect.