1. Introduction

Vehicle Appearance Group Ltd (“VAG”, “we”, “us” or “our”) is committed to protecting your personal information and respecting your privacy.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you visit our website, apply for membership, become a member or use our services.

We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Who We Are

Vehicle Appearance Group Ltd is the organisation responsible for determining how and why your personal information is processed in connection with our membership services.

Company name: Vehicle Appearance Group Ltd

Company registration number: 17400895

Registered office: 128 City Road, London, EC1V 2NX, United Kingdom

Email: info@vehicleappearancegroup.com

Telephone: 0333 054 1305

Website: vehicleappearancegroup.com

For questions about this Privacy Policy or how we handle your personal information, please contact us using the details above.

3. Personal Information We Collect

Vehicle Appearance Group Ltd collects and processes personal information necessary to manage membership applications, provide vehicle appearance services and communicate with customers.

Depending on how you interact with us, we may collect the following information:

3.1 Personal and Contact Information

• Full name
• Residential or business address
• Email address
• Telephone number
• Membership application details
• Communications and correspondence with us

3.2 Vehicle Information

• Vehicle registration number
• Vehicle make, model and colour
• Vehicle age and other relevant specifications
• Photographs of the vehicle, including existing cosmetic damage
• Information about previous repairs or modifications
• Vehicle condition assessments and technician notes

Vehicle photographs are collected to assess membership eligibility, document the vehicle’s condition and help prevent fraudulent or misleading repair requests.

3.3 Membership Information

• Membership tier (Bronze, Silver or Gold)
• Membership application and approval status
• Membership start and renewal dates
• Repair entitlements and usage
• Repair bookings and service history
• Membership cancellation information

3.4 Payment Information

Membership payments are processed through our third-party payment provider, Stripe.

We may receive and retain payment-related information, including payment status, transaction references, subscription details and billing information.

We do not intentionally collect or store customers’ complete payment card numbers through our membership application forms.

3.5 Website and Technical Information

When you visit our website, certain technical information may be collected, depending on the technologies in use, including:

• IP address
• Browser and device information
• Website usage information
• Cookies and similar technologies

Further information about cookies and related technologies will be provided in this Privacy Policy.

4. How and Why We Use Your Personal Information

Vehicle Appearance Group Ltd uses personal information only where we have a lawful basis for doing so under UK data protection legislation.

The purposes for which we process personal information, and the lawful bases we generally rely upon, are outlined below.

4.1 Membership Applications and Administration

We use personal information to:

• Process membership applications.
• Assess vehicle eligibility and condition.
• Review vehicle photographs and existing damage.
• Approve or decline membership applications.
• Manage memberships, renewals and cancellations.
• Record and monitor membership repair entitlements.

Lawful basis: Performance of a contract or taking steps at your request before entering into a contract.

4.2 Providing Repair and Maintenance Services

We use personal information to:

• Assess repair requests.
• Arrange appointments.
• Allocate approved technicians and service partners.
• Maintain records of completed repairs.
• Communicate about repairs and membership services.

Lawful basis: Performance of a contract.

4.3 Processing Payments

We process relevant information to administer membership subscriptions, verify payments, manage refunds and maintain financial records.

Lawful basis: Performance of a contract and compliance with legal obligations, including applicable accounting and tax requirements.

4.4 Preventing Fraud and Membership Misuse

We may use vehicle photographs, condition records, application information and repair histories to identify or investigate suspected fraudulent applications, deliberately concealed damage or misuse of membership benefits.

Lawful basis: Our legitimate interests in protecting the business, preventing fraud and maintaining the integrity of our membership services, subject to your rights and interests.

4.5 Customer Communications

We use contact information to send essential communications relating to:

• Membership applications and approvals.
• Payment confirmations and subscription matters.
• Repair appointments and service updates.
• Membership renewals and cancellations.
• Changes affecting existing membership services.

Lawful basis: Performance of a contract or compliance with legal obligations, depending on the communication.

4.6 Marketing and New Services

Where permitted by law, we may contact customers about relevant Vehicle Appearance Group services, membership options, discounts and promotional offers.

These may include alloy wheel refurbishment, multi-vehicle memberships, vehicle valeting and detailing, mobile mechanical services, tyre services and other vehicle-related services introduced in the future.

For marketing emails requiring consent, we will obtain your separate, optional agreement. Where applicable law permits marketing under the existing-customer exception, we will comply with its conditions, including providing an opportunity to opt out.

You can unsubscribe from marketing communications at any time.

Lawful basis: Consent, or legitimate interests where the applicable direct-marketing rules permit.

4.7 Legal and Regulatory Compliance

We may process and retain personal information where necessary to meet legal obligations, respond to lawful requests, maintain required business records or establish, exercise or defend legal claims.

Lawful basis: Compliance with legal obligations or legitimate interests, as appropriate.

5. How We Share Your Personal Information

Vehicle Appearance Group Ltd may share personal information with trusted third parties where reasonably necessary to operate our business, administer memberships and provide services.

We do not sell customers’ personal information to third parties.

5.1 Payment Processing

We use Stripe to process membership payments, manage subscriptions and administer refunds.

Stripe processes payment information in accordance with its own privacy practices and applicable data protection legislation.

5.2 Website and Membership Administration

Our website operates using WordPress and associated services, including Elementor and Forminator.

Information submitted through our membership application forms may be stored within our website’s systems and processed by our hosting provider.

We use this information to review applications, maintain membership records and administer our services.

5.3 Approved Technicians and Repair Partners

Where necessary to provide membership services, we may share relevant customer and vehicle information with approved service providers, including:

• Mobile SMART repair technicians.
• Alloy wheel refurbishment specialists.
• Paintless dent repair technicians.
• Vehicle glass repair specialists.
• Other approved vehicle maintenance and appearance service providers.

Information shared may include customer contact details, vehicle registration, vehicle photographs, repair requirements and appointment information.

We will limit the information shared to what is reasonably necessary for the relevant service.

5.4 Professional Advisers and Business Service Providers

We may share relevant information with accountants, legal advisers, IT providers and other professional service providers where necessary for legitimate business purposes or compliance with legal obligations.

5.5 Legal and Regulatory Requirements

We may disclose personal information where required by law, court order or a lawful request from an authorised public body.

We may also disclose information where reasonably necessary to establish, exercise or defend legal claims.

5.6 Marketing and Third Parties

Vehicle Appearance Group may contact customers about relevant services and offers in accordance with applicable marketing laws.

We will not provide customer contact details to independent third-party businesses for their own direct marketing unless we have an appropriate lawful basis and have met any applicable consent requirements.

5.7 Data Protection and Security

We take reasonable steps to ensure that personal information shared with service providers is handled securely and used only for appropriate purposes.

Where required, we will put suitable data protection agreements and safeguards in place.

6. How Long We Keep Your Personal Information

Vehicle Appearance Group Ltd retains personal information only for as long as reasonably necessary for the purposes for which it was collected, including administering memberships, providing services, complying with legal obligations and resolving disputes.

Our retention periods are outlined below.

6.1 Active Memberships

We retain relevant membership information, vehicle details, photographs, repair histories and associated records throughout the duration of an active membership, including any subsequent renewals.

Vehicle photographs may be retained to establish the vehicle’s condition at the beginning of membership and assist with assessing future repair requests.

6.2 Cancelled or Expired Memberships

Following cancellation or expiry of a membership, we may retain relevant membership records, vehicle photographs, payment information and repair histories for up to six years where reasonably necessary for contractual, legal, accounting or dispute-related purposes.

We will review the information retained and delete or anonymise records when they are no longer required.

Certain financial records may need to be retained for longer where required by applicable law.

6.3 Declined Membership Applications

Where a membership application is declined, we will normally delete or anonymise the applicant’s personal information and vehicle photographs within 90 days of the rejection decision.

We may retain specific information for longer where reasonably necessary to resolve a dispute, investigate suspected fraud, comply with legal obligations or establish, exercise or defend legal claims.

6.4 Website Enquiries and Communications

Information received through general enquiries or correspondence will be retained only for as long as reasonably necessary to respond to the enquiry, maintain appropriate business records or address any subsequent issues.

6.5 Marketing Information

Where a customer has agreed to receive marketing communications, we may retain relevant contact information and marketing preferences until consent is withdrawn or the information is no longer required.

We may retain limited records of marketing opt-outs to ensure that customers who unsubscribe are not contacted again for marketing purposes.

6.6 Requests for Deletion

Customers may request deletion of their personal information by contacting info@vehicleappearancegroup.com.

We will consider such requests in accordance with applicable data protection legislation.

Some information may need to be retained where we have a lawful reason to do so, including compliance with legal obligations or the establishment, exercise or defence of legal claims.

7. How We Protect Your Personal Information

Vehicle Appearance Group Ltd takes the security and confidentiality of personal information seriously.

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, accidental loss, misuse, alteration or disclosure.

These measures include, where appropriate:

• Restricting access to customer and membership information to authorised personnel.
• Using password-protected accounts and appropriate authentication measures.
• Using secure connections when transmitting information through our website.
• Maintaining and updating our website, plugins and associated systems.
• Limiting the personal information shared with approved technicians and service partners.
• Using established third-party providers to process membership payments.
• Reviewing access to personal information and taking reasonable steps to prevent unauthorised disclosure.

7.1 Vehicle Photographs and Membership Records

Vehicle photographs and membership application information are used for legitimate membership administration, eligibility assessments and repair-related purposes.

Access to these records is restricted to individuals who reasonably require the information to perform their duties.

7.2 Third-Party Service Providers

We take reasonable steps to select service providers that maintain appropriate data protection and security measures.

Where required by applicable data protection legislation, suitable contractual safeguards will be established.

7.3 Security Incidents

If we become aware of a personal data breach, we will investigate the circumstances and take appropriate action.

Where legally required, we will notify the Information Commissioner’s Office (ICO) and affected individuals in accordance with applicable data protection legislation.

7.4 Limitations

Although we take reasonable precautions to protect personal information, no method of electronic storage or internet transmission can be guaranteed to be completely secure.

8. Your Data Protection Rights

Under UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), you have certain rights regarding your personal information.

These rights may include:

8.1 Right of Access

You have the right to request confirmation of whether Vehicle Appearance Group Ltd holds personal information about you and to request a copy of that information.

8.2 Right to Rectification

You have the right to request that inaccurate personal information is corrected or incomplete information is completed.

8.3 Right to Erasure

You may request the deletion of your personal information in certain circumstances.

This right is not absolute. We may need to retain certain information where required by law or where another lawful reason for retention applies.

8.4 Right to Restrict Processing

You may request that we restrict how your personal information is used in certain circumstances.

8.5 Right to Object

You may object to certain processing activities, including processing based on our legitimate interests.

You have the right to object to the use of your personal information for direct marketing at any time.

8.6 Right to Data Portability

Where applicable, you may request that personal information you have provided to us is supplied in a structured, commonly used and machine-readable format or transferred to another organisation.

8.7 Right to Withdraw Consent

Where we rely on your consent to process personal information, you may withdraw that consent at any time.

Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.

8.8 Exercising Your Rights

To exercise any of your data protection rights, please contact:

Vehicle Appearance Group Ltd

Email: info@vehicleappearancegroup.com

We may request reasonable information to verify your identity before responding.

We will respond to requests within the timeframes required by applicable data protection legislation, normally within one calendar month.

8.9 Right to Complain

If you are concerned about how we handle your personal information, please contact us so we can investigate your concerns.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent data protection regulator.

You do not have to contact us before raising a complaint with the ICO.

9. Cookies and Website Tracking

Vehicle Appearance Group Ltd uses cookies and similar technologies where necessary to operate our website and, where applicable, to understand how visitors interact with it.

Cookies are small text files stored on your device when you visit a website.

9.1 Essential Cookies

Certain cookies may be necessary for the website to function correctly, including maintaining website security, supporting online forms and facilitating payment processes.

These cookies do not require consent where they are strictly necessary to provide a service requested by the visitor.

9.2 Analytics and Performance Cookies

We may use analytics technologies to understand how visitors use our website, identify technical problems and improve our services.

Where these technologies require consent under applicable UK law, they will only be activated after the visitor has provided that consent.

9.3 Third-Party Cookies

Third-party services integrated into our website, including payment processing services, may use cookies or similar technologies.

The information collected and the purposes for which it is used will depend on the relevant service.

9.4 Managing Cookies

You can manage or delete cookies through your browser settings.

Where our website uses cookies or similar technologies that require consent, visitors will be provided with appropriate choices, including the ability to refuse or withdraw consent.

Disabling certain cookies may affect website functionality.

10. International Data Transfers

Vehicle Appearance Group Ltd is based in the United Kingdom.

Some of the third-party service providers we use may process or store personal information outside the United Kingdom.

This may include providers involved in website hosting, payment processing, technical support and other business operations.

Where personal information is transferred internationally, we will take appropriate steps to ensure that it is protected in accordance with applicable UK data protection legislation.

Depending on the destination and circumstances, these safeguards may include:

• Transfers to countries recognised by the UK government as providing an adequate level of data protection.
• Appropriate contractual safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
• Other lawful transfer mechanisms permitted under UK data protection legislation.

We will take reasonable steps to ensure that international transfers are subject to appropriate protections.

Customers may contact us at info@vehicleappearancegroup.com to request further information about relevant international transfers and safeguards.

11. Changes to This Privacy Policy

Vehicle Appearance Group Ltd may update this Privacy Policy from time to time to reflect changes in our business operations, membership services, website functionality, legal requirements or the way we process personal information.

Any updated version will be published on our website, together with the date of the latest revision.

Where changes materially affect how we process your personal information, we will take appropriate steps to inform affected individuals where required by applicable data protection legislation.

We encourage customers and website visitors to review this Privacy Policy periodically to remain informed about how their personal information is handled.

Last updated: 24 October 2026

12. Contact Us

If you have any questions about this Privacy Policy, how Vehicle Appearance Group Ltd processes your personal information, or wish to exercise your data protection rights, please contact us using the details below.

Vehicle Appearance Group Ltd

Company Registration Number: 17400895

Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom

Email: info@vehicleappearancegroup.com

Telephone: 0333 054 1305

Website: vehicleappearancegroup.com

We aim to respond to privacy-related enquiries promptly and will handle requests concerning personal information in accordance with applicable UK data protection legislation.