Effective date: 7 September 2026
Last updated: 7 September 2026

This privacy notice explains how Twins Express, part of Twins Group (“Twins Express“, “we“, “us” or “our“), collects and uses personal information in connection with twinsexpress.com, our quote and enquiry forms, and our business-to-business courier and delivery services.

1. Who we are

For the personal information described in this notice, the data controller is:

Twins Express
Company number: 13837005
Business address: Building 3, North London Business Park, Oakleigh Road South, London, England, N11 1GN
Privacy email: hello@twinsexpress.com
Telephone: 0204 569 1407

We act as a controller when we decide why and how to use information for our own business purposes, such as handling enquiries, arranging deliveries, invoicing, maintaining proof-of-delivery records and operating our website.

When a business customer gives us personal information contained in a consignment or instructs us to process information solely on its behalf, that customer may be the controller and we may act as its processor. In that situation, the customer’s privacy notice applies to its processing and we handle the information under our contract with that customer.

2. The information we collect

The information we collect depends on how you interact with us.

Category	Examples
Quote and enquiry details	Name, telephone number, email address, company name, collection postcode, delivery postcode, delivery option, a general description of the item, approximate weight or size, and information entered in the free-text field.
Customer and business-contact details	Name, role, organisation, business address, email address, telephone number, account or reference number, and communication preferences.
Booking and delivery details	Collection and delivery addresses, dates and times, access or site instructions, sender and recipient details, consignment description, vehicle requirements, route, status and tracking events.
Proof of collection and delivery	Names, signatures, timestamps, photographs, delivery notes, chain-of-custody records and related correspondence.
Billing and transaction details	Quotes, rates, purchase orders, invoices, payment status, transaction references, refunds, and tax and accounting records. We do not collect payment-card details through the website quote form.
Communications	Emails, telephone calls, messages, complaints, claims, feedback and support requests. Calls are recorded only where we give appropriate notice and have a lawful basis.
Driver, contractor and operational details	Driver or courier name and contact details, vehicle details, assignment, location or route information, availability, checks, and records needed for safety, compliance and service delivery.
Website and device data	IP address, device and browser type, operating system, referring page, pages viewed, date and time, approximate location derived from IP address, and security or diagnostic data.
Cookie and consent data	Cookie identifiers, consent choices and information collected by functional, analytics or advertising technologies where you have consented.

Please do not put sensitive information in the quote form

The website serves healthcare, legal and other sectors in which consignments may be confidential. Please use a general consignment description and do not enter patient information, medical details, criminal-offence information, confidential legal material or other sensitive personal information in the public quote form. If sensitive information is genuinely necessary for a delivery, contact us first at hello@twinsexpress.com so that we can agree an appropriate and secure process.

We do not intentionally inspect or use the contents of sealed consignments except where this is necessary and lawful, for example for safety, security, legal compliance or under the customer’s documented instructions.

3. How we obtain personal information

We obtain personal information:

• directly from you when you request a quote, book a service, contact us, receive a delivery or otherwise deal with us;
• from the organisation you work for;
• from a sender, customer or booking contact who gives us a recipient’s or site contact’s details;
• from drivers, couriers, subcontractors and delivery partners;
• automatically when you use our website, through server logs, cookies and similar technologies; and
• from payment providers, insurers, fraud-prevention services, professional advisers, public authorities and other lawful sources where relevant.

If you give us another person’s information, you must have authority to do so and provide any notice required by law.

4. Why we use personal information and our lawful bases

We use personal information only where we have a lawful basis under UK data-protection law.

Purpose	Lawful basis
Responding to a quote request or taking steps to arrange a service	Steps before entering into a contract, where the individual will be a party to it; otherwise our legitimate interests in responding to business enquiries and developing our services.
Booking, collecting, transporting, tracking and delivering consignments	Performance of a contract, where applicable; otherwise our legitimate interests and those of the sender and recipient in completing the requested delivery.
Communicating with customers, recipients, site contacts, drivers and couriers	Performance of a contract and our legitimate interests in coordinating deliveries and providing support.
Preparing quotes, processing invoices and keeping financial records	Performance of a contract; compliance with legal obligations; and our legitimate interests in administering our business and recovering debts.
Creating proof-of-delivery, chain-of-custody, security and service records	Our legitimate interests in demonstrating performance, protecting goods, resolving disputes and preventing misuse; and compliance with legal obligations where applicable.
Preventing or investigating fraud, theft, crime, misuse and security incidents	Our legitimate interests, a recognised legitimate interest where applicable, and compliance with legal obligations.
Handling complaints, insurance matters and legal claims	Our legitimate interests in protecting our rights and resolving claims, and compliance with legal obligations.
Operating, securing and improving the website	Our legitimate interests in running a secure and effective website. For non-essential cookies or similar technologies, we rely on consent where required.
Sending marketing communications	Consent where required; otherwise our legitimate interests in promoting relevant business services, subject to your right to object and the Privacy and Electronic Communications Regulations.
Complying with law and responding to authorities	Compliance with a legal obligation or, where relevant, our legitimate interests in protecting our rights and the rights of others.

Where we rely on legitimate interests, we consider whether the use is necessary and balanced against the rights and expectations of the people affected. You may ask us for more information about this assessment.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

5. Special-category and criminal-offence information

We do not seek special-category or criminal-offence information through the public website. If we need to process such information for our own purposes, we will identify both an Article 6 lawful basis and the additional condition required by the UK GDPR and Data Protection Act 2018, document that decision, and give any additional notice required.

Where we handle this type of information only on a business customer’s behalf, the customer is responsible for establishing its lawful basis and any additional condition, and we process the information under the customer’s documented instructions and appropriate contractual safeguards.

6. Who we share personal information with

Where necessary for the purposes above, we may share personal information with:

• the customer, sender, recipient and their authorised contacts;
• employed drivers, couriers, subcontracted carriers, dispatchers, warehouses and other delivery partners;
• hosting, email, website-form, IT support, cybersecurity, cloud-storage and backup providers;
• mapping, routing, tracking, telephone, SMS and communications providers;
• accounting, invoicing, payment and debt-recovery providers;
• CookieAdmin, which our website currently uses to manage cookie choices, and any analytics or advertising providers enabled only in line with your consent choices;
• insurers, brokers, solicitors, accountants, auditors and other professional advisers;
• police, courts, regulators, public authorities and other parties where disclosure is required or permitted by law; and
• a buyer, seller, adviser or successor in connection with a merger, restructuring, financing or sale of all or part of our business.

We require service providers that process personal information for us to protect it and use it only for authorised purposes. We do not sell personal information.

For delivery coordination, we may provide the customer or recipient with limited driver, vehicle, collection, location or status information. We share only what is reasonably necessary for the job, safety or proof of service.

7. International transfers

Some suppliers may process personal information outside the United Kingdom. If we transfer personal information to a country that is not covered by UK adequacy regulations, we use an appropriate safeguard where required, such as the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses, or another lawful transfer mechanism. You may contact us for more information about the safeguard used.

8. How long we keep information

We keep personal information only for as long as needed for the purpose for which it was collected and for legal, accounting, insurance and claims requirements. Unless a longer or shorter period is required in a particular case, our intended retention periods are:

Record	Intended retention period
Quote or enquiry that does not become a booking	Up to 12 months after the last contact.
Customer, booking, invoice, transaction and proof-of-delivery records	Normally up to 6 years after the transaction or end of the customer relationship.
Complaint, incident, insurance and legal-claim records	Normally up to 6 years after closure, and longer where a claim or legal hold remains active.
Routine website security and technical logs	Normally up to 12 months.
Marketing records	Until you opt out or the information is no longer needed; we may keep a minimal suppression record to respect an opt-out.
Cookie-consent records	For as long as reasonably needed to record and demonstrate your choices.

When deciding a retention period, we consider the amount, nature and sensitivity of the information, the risk of harm, operational needs and applicable legal requirements. At the end of the retention period, we delete or anonymise the information securely.

9. Cookies and similar technologies

Our website uses cookies and similar technologies. Strictly necessary cookies support core functions and record privacy choices. With your consent, we may also use:

• functional cookies to remember settings or enable enhanced features;
• analytics cookies to understand visits, traffic sources and website performance; and
• advertising cookies to measure campaigns or provide personalised advertising, if these technologies are configured and enabled.

The Cookie Preferences panel on our website identifies the categories available and lets you accept, reject or change non-essential cookies. Non-essential technologies should remain disabled unless you consent. Blocking some cookies may affect website features. You can also use browser settings to delete or block cookies.

10. Direct marketing

We may send relevant information about Twins Express services where permitted by law. You can opt out at any time by using the unsubscribe link in an email or contacting hello@twinsexpress.com. We will continue to send operational messages needed to provide a service, such as quote responses, collection updates, delivery notices and invoices.

11. Your rights

Depending on the circumstances, UK data-protection law gives you the right to:

• be informed about how your personal information is used;
• request access to your personal information;
• ask us to correct inaccurate or incomplete information;
• ask us to erase personal information;
• ask us to restrict processing;
• receive certain information in a portable format;
• object to processing based on legitimate interests;
• object at any time to direct marketing;
• withdraw consent at any time; and
• not be subject to a decision based solely on automated processing that has legal or similarly significant effects, subject to legal exceptions.

These rights are not absolute and may not apply in every case. We do not currently make solely automated decisions through twinsexpress.com that have legal or similarly significant effects.

To exercise a right, email hello@twinsexpress.com or write to the address in Section 1. Please describe your request clearly. We may ask for information reasonably needed to verify your identity and authority. We usually respond within one month, although the law permits an extension for complex or multiple requests. There is normally no fee, but the law allows a reasonable fee or refusal in limited circumstances.

If we process information solely for a business customer, we may direct your request to that customer.

12. Security

We use appropriate technical and organisational measures designed to protect personal information, taking account of the nature of the information and the risks involved. These measures may include access controls, staff and contractor confidentiality requirements, secure systems, backups, supplier due diligence and incident-response procedures. No internet transmission or storage system can be guaranteed completely secure.

13. Children’s privacy

Our website and B2B delivery services are not directed to children. We do not knowingly collect personal information directly from children through the website. If you believe a child has provided information to us without appropriate authority, contact us so we can investigate and take appropriate action.

14. Other websites

Our website may link to websites or services operated by other organisations. Their privacy practices are governed by their own notices, and we are not responsible for those practices.

15. Complaints

Please contact us first at hello@twinsexpress.com if you have a privacy concern so that we can try to resolve it.

You also have the right to complain to the UK Information Commissioner’s Office (ICO). Information about making a complaint is available at ico.org.uk/make-a-complaint.

16. Changes to this notice

We may update this notice when our services, suppliers or legal obligations change. We will publish the updated version on this page and change the “Last updated” date. Where required, we will give additional notice of material changes.