Privacy notice
How we use personal information.
Last updated
25 July 2026
This notice covers trackely.co.uk, the Trackely dashboard, driver applications, public tracking pages, APIs, support and related services. Read it with our Cookie Policy, Terms and Data Processing Addendum.
1. Who is responsible
Trackely Ltd (company number 16551892) is registered in England and Wales. Our registered office is 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE. Contact us at support@trackely.co.uk.
Our role depends on why the information is being used:
- We are a controller for website enquiries, prospective customers, direct account contacts, billing, service administration, security and our own business communications.
- Our customer is normally the controller for orders, recipients, drivers, routes, live location and proof of delivery. Trackely processes that data for the customer under the DPA.
If your question concerns a delivery, driver record or proof of delivery, contact the organisation that arranged the delivery first. We will help that organisation respond.
2. Information we process
- Account and business details: name, work email, organisation, role, permissions, authentication records, subscription and billing details.
- Delivery and recipient details: name, address, contact details, order references, delivery instructions, status and notification history.
- Driver and fleet details: identity, assignments, vehicle details, working activity, location where enabled, route progress and compliance documents uploaded by a customer.
- Proof and incident records: signatures, photographs, timestamps, notes, outcomes, exceptions and communications.
- Technical information: IP address, device and browser information, session, API, security, diagnostic and audit events.
- Communications: enquiries, demonstrations, support conversations, feedback and marketing choices.
Trackely is not designed to require special-category data. Customers should not upload health, biometric, criminal-offence or similarly sensitive information unless its use has been agreed, is necessary and has a valid legal basis.
3. Where information comes from
We receive information from the person concerned; the customer that employs, engages or serves them; connected WMS, ERP, spreadsheet or API systems; payment and communications providers; and automatically when the service is used.
4. Purposes and lawful bases when Trackely is controller
| Purpose | Information | Lawful basis |
|---|---|---|
| Set up accounts, provide requested services and support | Account, contact, service and communication data | Contract, or legitimate interests in serving a business customer |
| Billing, tax and business records | Account, transaction and invoice data | Contract and legal obligation |
| Protect Trackely, investigate misuse and keep audit records | Account, device, log, API and security data | Legitimate interests in securing the service and legal claims; legal obligation where applicable |
| Improve reliability and understand use | Diagnostic, support and aggregated usage information | Legitimate interests; consent where PECR requires it for device storage or access |
| Respond to enquiries and run demonstrations | Contact and communication data | Steps requested before a contract and legitimate interests in business development |
| Send relevant business updates | Name, work contact details and preferences | Consent where required; otherwise legitimate interests, with an opt-out in each message |
| Meet legal duties and handle claims | Relevant account, transaction, communication and log data | Legal obligation and legitimate interests in establishing or defending claims |
Where we rely on legitimate interests, we consider necessity, reasonable expectations and the effect on individuals. You may object as explained below.
5. Information needed to provide the service
Account identity, work contact, authentication and organisation details are required to create and secure an account. Billing information is required for a paid subscription and some records must be kept by law. Without required information we may be unable to open an account, enter a contract or provide the requested feature. Marketing choices and optional analytics are not required for the service.
6. Customer-controlled operations and driver location
A customer instructs Trackely to plan and release routes, show stop instructions, record progress, send updates, collect proof and make operational records available. The customer must choose its lawful basis, give appropriate privacy information and limit access and retention.
If live driver location is enabled, it can show a vehicle's progress, calculate estimated arrival, provide recipient tracking and evidence route activity. It is not intended for hidden or continuous monitoring outside the work purpose. Customers must tell drivers what is collected, when tracking operates, who can see it and how long it is retained, and should complete a data protection impact assessment where the use is likely to create high risk.
7. AI-assisted features
Where enabled, Trackely may send the text or operational context needed for a prompt to a configured AI provider to produce a summary, suggestion, prioritisation or draft. Users must review outputs. Trackely does not use these features to make solely automated decisions that have legal or similarly significant effects on people. Customers should not include unnecessary personal or sensitive information in prompts.
8. Who receives information
Access may be given to authorised customer users and to providers of cloud hosting, storage, authentication, mapping and routing, email or SMS, payments, diagnostics, support, AI features and customer-requested integrations. The current provider list and purposes are on our Subprocessor Register. We may also disclose information to professional advisers, courts, regulators, law enforcement, or a buyer or investor where lawful and necessary. We do not sell personal information.
9. International transfers
Some providers may process information outside the UK. For a restricted transfer we use an available adequacy regulation or appropriate safeguards, such as the UK International Data Transfer Agreement or UK Addendum, and complete any required risk assessment. Contact us for relevant safeguard information.
10. How long information is kept
| Record | Normal period or deciding criteria |
|---|---|
| Customer operational data | For the subscription and according to customer settings/instructions; account erasure is normally queued for 30 days, then data is deleted or anonymised subject to law and backup expiry. |
| Audit records | 365 days by default for applicable logs; customer settings may set 30 to 3,650 days. |
| Account, contract, invoice and tax records | For the relationship and normally six years afterwards where needed for tax, accounting or legal claims. |
| Support and complaint records | Normally up to two years after closure, or longer where a dispute or legal duty requires it. |
| Prospect and marketing records | Until opt-out or normally 24 months after the last meaningful interaction. |
| Cookie choices | 12 months, unless cleared earlier. |
Provider backups may retain residual copies for a limited rolling period until they expire or are overwritten. We may preserve records for a legal hold, fraud prevention or an active claim and will restrict their use during that period.
11. Security
Measures include TLS in transit, password hashing and session controls, role and tenant-scoped access, optional MFA, hashed and revocable API keys, rate limiting, audit events, durable object storage for uploaded proofs and incident-response procedures. No service can guarantee absolute security. See our Security Overview for the current, non-certified posture.
12. Your rights
Subject to the law, you may ask for access, correction, erasure, restriction or portability; object to processing based on legitimate interests or direct marketing; withdraw consent without affecting earlier lawful processing; and ask for human review of a qualifying automated decision. Rights are not absolute.
Email support@trackely.co.uk with enough detail for us to identify you and the relevant organisation. We may verify identity. We normally respond within one month, and will explain if the law permits an extension or refusal.
Your right to object: you can object at any time to direct marketing, and we will stop it. You can also object to processing based on legitimate interests; we will stop unless we demonstrate compelling legitimate grounds or need the information for legal claims.
13. Complaints
Send a privacy complaint to support@trackely.co.uk. We will acknowledge it within 30 days, investigate without undue delay, keep you informed where appropriate and explain the outcome. You may also complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint or telephone 0303 123 1113. You can contact the ICO without speaking to us first.
14. Children
Trackely is a business service and is not directed to children. Account users must be at least 18. Customers must not knowingly use the service to monitor children without an appropriate legal basis and safeguards.
15. Changes
We may update this notice as the service or law changes. The date above identifies the current version. We will give reasonable notice of material changes where appropriate.