Legal Documents

Privacy Policy

1. Who we are

Arrive UK Services Ltd ("we", "us", "our") is a company registered in England and Wales. Our registered address is in Oxford, England. We provide UK student arrival and settlement services.

Data controller contact: dpo@arriveukservices.com · +44 7930 967794

2. What data we collect

We collect different types of personal data depending on your relationship with us:

Students:

• Full name, email address, phone number, WhatsApp number
• Date of birth, nationality, country of origin
• Passport number and expiry date (for booking coordination only)
• UK visa type and expiry date
• University name, course, and academic year
• UK address and accommodation details
• Flight details (flight number, arrival airport, arrival time)
• Documents uploaded during the booking process
• Payment information (processed by Stripe — we do not store card details)
• Platform usage data (timetable, assignments, grades — if you use UniLife)

Parents:

• Full name, email address, phone number, WhatsApp number
• Language preference
• Country of residence

Partner agents:

• Business name, contact name, email, phone
• Country of operation
• Bank account or Wise details for commission payments

3. Legal bases for processing

We rely on the following legal bases under UK GDPR:

• Contract performance — to deliver the services you have booked
• Legitimate interests — for fraud prevention, business analytics, and improving our services
• Consent — for marketing emails and non-essential cookies (you can withdraw consent at any time)
• Legal obligation — for compliance with UK law (e.g. anti-money laundering, data breach reporting)

4. How we use your data

• To process and manage your booking
• To send real-time arrival updates to parents
• To coordinate airport pickup and settlement services
• To process payments via Stripe
• To send service-related WhatsApp and email communications
• To operate the student dashboard, parent portal and UniLife platform
• To send marketing communications (with your consent)
• To calculate and pay agent commissions
• To comply with our legal obligations

5. Who we share your data with

We share data only with:

• Stripe Inc. — payment processing (their privacy policy: stripe.com/privacy)
• Mailgun — transactional email delivery
• 360dialog / WhatsApp Business API — WhatsApp messaging
• OpenAI — AI features (data is not used to train OpenAI models under our API agreement)
• Anthropic — document AI scanning (same data protection assurances)
• Sentry — error monitoring (anonymised technical data only)
• Hetzner — server and storage provider (data centre in Germany, EU)
• Our ground team staff — strictly limited to what they need to deliver your service

We do not sell personal data to third parties. We do not share data with advertisers.

6. International transfers

Some of our service providers (Stripe, OpenAI) are based in the United States. We ensure appropriate safeguards apply — standard contractual clauses or adequacy decisions — in line with UK GDPR requirements.

7. How long we keep your data

We keep data only as long as necessary for the purpose it was collected, or as required by law.

8. Your rights

Under UK GDPR, you have the right to:

• Access — request a copy of the personal data we hold about you
• Rectification — correct inaccurate or incomplete data
• Erasure — request deletion of your data (subject to legal obligations)
• Restriction — ask us to limit how we process your data
• Portability — receive your data in a machine-readable format
• Object — object to processing based on legitimate interests
• Withdraw consent — for any processing based on consent

Exercise any right by emailing dpo@arriveukservices.com. We respond within 30 days. If you are unhappy with our response, you can complain to the ICO at ico.org.uk.

9. Security

We use industry-standard security measures including: HTTPS encryption, bcrypt password hashing, two-factor authentication for admin accounts, daily encrypted backups, and access controls limiting who can see your data within our team. We use hCaptcha on all forms to prevent bot submissions.

Terms & Conditions

1. Services

Arrive UK Services Ltd provides UK student arrival and settlement services as described on our website and in your booking confirmation. The specific services included in your booking are set out in your booking confirmation email.

2. Bookings and payment

• Bookings are confirmed when payment is received (deposit or full amount)
• A deposit of 50% secures your booking; the balance is due 7 days before arrival
• Payment is accepted by card (Stripe), Wise transfer, or UK bank transfer
• All prices are in GBP and include VAT where applicable
• We issue a receipt and booking confirmation by email within 24 hours

3. Cancellation policy

• 14+ days before arrival: Full refund minus £50 administration fee
• 7–13 days before arrival: 50% refund
• 0–6 days before arrival: No refund (deposit only retained if instalment plan)
• No-show without 24-hour notice: No refund
• Flight cancellation / genuine emergency: We will reschedule at no charge with evidence
• If we cancel: Full refund plus 10% credit for future booking

4. Our responsibilities

We will provide the services described in your booking confirmation to a reasonable standard. We maintain public liability insurance for all ground services. All staff who meet students are DBS-checked.

We are not responsible for: delays caused by airport or flight disruptions beyond our control; your child's decisions after our service period ends; third-party services (NHS, banks, universities) declining your application; or accommodation issues caused by the student (damage, eviction).

5. Platform subscriptions

• Monthly subscriptions are billed in advance on the same date each month
• Cancel anytime — you retain access until the end of your paid period
• Annual subscriptions are not refundable after 14 days of first payment
• AI credits are valid for 12 months from purchase (6 months for free/referral credits)

6. Information only — not professional advice

All content on this website, platform, guides, checklists, chatbot responses and communications from ArriveUK staff is general information only. Nothing we provide constitutes professional, legal, immigration, medical, financial or tax advice. We are not regulated by the FCA, OISC, SRA or any professional body. You must not rely on any information from ArriveUK as a substitute for advice from a qualified professional. Always verify official requirements with the relevant authority (UKVI, NHS, HMRC, your university, or a qualified solicitor or adviser) before making decisions.

7. AI-generated content

Our platform uses AI to generate content including CVs, cover letters, study plans, and chatbot responses. AI-generated content may contain errors. You must review all AI-generated content before using it. We are not liable for errors in AI-generated content. AI responses about visa rules, NHS entitlements, immigration or legal matters are general information only and are never professional or legal advice.

8. Age requirement

You must be 18 or over to book our services in your own name. A parent or legal guardian may book on behalf of a student of any age. By completing a booking, you confirm that you are 18 or over, or that you are the parent or guardian of the student being served. We reserve the right to refuse or cancel a booking if we have reason to believe this requirement is not met, with a full refund.

9. DBS checks & staff vetting

All ArriveUK drivers and ground-staff who have direct contact with students hold a current Enhanced Disclosure and Barring Service (DBS) certificate. Certificates are renewed every three years and checked against the DBS Update Service annually. All staff complete safeguarding awareness training before their first assignment. Copies of DBS certificates are available to universities or parents on written request.

10. Package Travel Regulations 2018

11. Liability

We accept unlimited liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any liability that cannot be limited by law. Subject to the above, our total liability to you for any single claim is capped at the amount you paid for the specific service giving rise to the claim. We are not liable for indirect or consequential losses, loss of profit, or loss of opportunity.

12. Governing law

These terms are governed by English law. Any disputes will be resolved in the courts of England and Wales.

Cookie Policy

Cookies are small text files stored on your device. We use them to keep you logged in, protect forms from bots, and (with your consent) measure how people find and use the site. We do not use advertising cookies or sell cookie data to anyone.

1. Essential cookies — always on, no consent needed

2. Analytics cookies — consent required

3. No advertising cookies

We do not use Facebook Pixel, Google Ads, TikTok Pixel, or any other advertising or retargeting cookies. We do not share cookie data with advertisers or data brokers.

4. How to manage cookies

• Use the cookie banner at the bottom of any page to withdraw analytics consent at any time.
• Clear cookies in your browser settings. Clearing essential cookies will log you out and clear your booking progress.
• Browser-level blocking: most browsers let you block third-party cookies. hCaptcha may not work if all third-party cookies are blocked.

Questions about cookies: email privacy@arriveukservices.com.

Data Processing Agreement (Agents)

When agent partners refer students to us, they may share student personal data (name, email, phone) with us. In this context, the agent is a data controller and Arrive UK Services Ltd processes that data on their behalf.

By submitting a student referral or using our agent portal, agents confirm that:

• They have the student's consent to share their data with us
• They have explained to the student how we will use their data
• The student is over 18

For formal DPA agreements required by your business (e.g. for GDPR compliance in Turkey or UAE), contact us at dpo@arriveukservices.com and we will issue a signed DPA within 5 working days.

Refunds & Cancellations Policy

This policy explains when you can cancel a booking, subscription or add-on and what you will get back. It sits alongside our Terms & Conditions; where they differ, this policy applies to refunds.

1. Your 14-day cooling-off right

Because you buy from us online, you have a statutory 14-day cooling-off period from the day of purchase. Cancel within 14 days and we refund you in full, unless you asked us to start the service early (for example an airport pickup within the 14 days), in which case we deduct a proportionate amount for what has already been provided.

2. Airport pickups and arrival packages

• More than 72 hours before the scheduled pickup: full refund, or move the date free of charge.
• 24–72 hours before: 50% refund, or one free reschedule.
• Less than 24 hours, or a no-show at the airport: no refund, because the driver and vehicle have been committed.
• Flight delays and cancellations by the airline are never charged: we track your flight and wait up to 90 minutes free.
• Visa refusals: send us the refusal letter and we refund 100% of any package, minus card processing fees, whatever the notice period.

3. UniLife and Career Hub subscriptions

Monthly subscriptions can be cancelled at any time from your dashboard and end at the close of the current billing period; there is no refund for the remaining days of a month already started. Annual plans cancelled within 14 days are refunded in full; after that, the unused whole months are refunded pro rata on request.

4. AI credits

Credit packs are refundable within 14 days if none have been used. Credits are automatically refunded to your balance whenever an AI request fails on our side.

5. Accommodation deposits and holding fees

Holding fees paid to landlords or agents through us follow the landlord's written terms, which we show you before you pay. Our own accommodation search fee is refunded if we cannot present at least three suitable options within the agreed time.

6. How refunds are paid

Refunds go back to the original payment method through Stripe within 5–10 working days. Refunds paid in a currency other than GBP are converted at the card issuer's rate on the day and may differ slightly from the amount originally charged.

Acceptable Use Policy

This policy applies to everyone who uses the Arrive UK website, student dashboard, parent portal, agent portal, driver app or AI tools. It exists to keep students, families and staff safe.

You must not

• Use the platform for anything unlawful, including immigration fraud, forged documents or misrepresenting your identity or a student's.
• Upload malware, attempt to access other users' accounts or data, scrape the site, or probe our systems without written permission (see our Security page for responsible disclosure).
• Harass, threaten or discriminate against students, parents, drivers or staff, whether in messages, reviews or the AI chat.
• Use the AI tools to generate content that is defamatory, sexual, extremist, or that infringes someone else's intellectual property, or to complete assessed university work in breach of academic-integrity rules.
• Share your login, one-time codes or parent access link with anyone other than the people you have invited through the platform.
• Resell, sublicense or white-label our services without a signed agent agreement.

Enforcement

We may warn you, limit features, suspend or close your account, and we will report criminal activity to the police or UKVI where the law requires. Where an account is closed for a serious breach, no refund is due for services already performed.

Accessibility Statement

Arrive UK Services Ltd wants every student and parent to be able to use this website, whatever device, language or assistive technology they use. The site is available in English, Arabic, Urdu, Turkish and Bengali, with full right-to-left layouts.

What we have done

• All pages work at 200% zoom and on screens down to 320px wide with no horizontal scrolling.
• Colour contrast meets 4.5:1 for body text; information is never conveyed by colour alone.
• Every form field has a visible label, keyboard focus is visible, and the whole booking wizard can be completed without a mouse.
• Images carry text alternatives; charts in our guides include the underlying numbers in the page.
• Videos and live tracking pages avoid flashing content and autoplaying sound.
• The AI assistant and support are also reachable by WhatsApp, phone and email for anyone who prefers not to use the web chat.

Known limitations

Some PDF documents uploaded by universities or landlords may not be tagged for screen readers; ask us and we will provide an accessible version. Third-party payment pages (Stripe) and the hCaptcha challenge are governed by those providers' own accessibility statements.

Tell us

If you find something you cannot use, email accessibility@arriveukservices.com or call +44 7930 967794. We reply within 5 working days and fix confirmed issues in our next release. If you are not satisfied with our response you can contact the Equality Advisory and Support Service (EASS).

Complaints Procedure

We would rather hear about a problem than lose your trust. Our complaints process is free, and using it does not affect your legal rights.

Step 1 — Tell the team (target: 2 working days)

Contact your coordinator through the dashboard, WhatsApp or support@arriveukservices.com. Most issues (a late driver, a wrong invoice, a broken feature) are fixed here.

Step 2 — Formal complaint (target: 10 working days)

Email complaints@arriveukservices.com with "Formal complaint" in the subject, your booking reference and what outcome you want. A director who was not involved in the original service reviews it and replies in writing with findings and any remedy (apology, re-performance, partial or full refund, goodwill credit).

Step 3 — Escalation

• Consumer issues: Citizens Advice consumer service (0808 223 1133) or, for online purchases, the EU/UK Online Dispute Resolution routes where applicable.
• Data protection: the Information Commissioner's Office at ico.org.uk.
• Accommodation introduced by us: The Property Ombudsman, if the letting agent is a member.
• Card payments: your card issuer's chargeback process, though we ask you to give us the chance to resolve it first.

We log every complaint, review the log monthly, and publish an anonymised summary of complaint volumes and outcomes each year.

Safeguarding Policy

Our customers are young adults arriving in a new country, often on their own for the first time. Some are under 18. We take safeguarding as seriously as a school or university would.

Our commitments

• Every driver and meet-and-greet staff member holds an Enhanced DBS check, renewed every three years, and completes safeguarding training before their first job.
• Students under 18 are only ever collected by a DBS-checked driver, are never left alone at an airport, and their parent receives live tracking and a photo at handover.
• Drivers do not enter student bedrooms, do not exchange personal phone numbers, and communicate only through the platform.
• Accommodation we introduce is inspected for working smoke alarms, gas safety certificates and secure locks.
• Concerns are reported the same day to the Designated Safeguarding Lead and, where appropriate, to the university, Oxfordshire safeguarding services or the police (101, or 999 in an emergency).

Raising a concern

Anyone (student, parent, staff, member of the public) can email safeguarding@arriveukservices.com or call +44 7930 967794 and ask for the safeguarding lead. Reports can be anonymous. We never penalise anyone for raising a concern in good faith.

Modern Slavery & Human Trafficking Statement

Arrive UK Services Ltd is below the turnover threshold that makes a statement compulsory, but we publish one anyway because our sector (international student mobility, private hire and accommodation) carries real trafficking risk.

Our supply chain

Our suppliers are licensed private-hire drivers and operators, UK letting agents and landlords, cleaning and linen suppliers, and software providers. Drivers are engaged directly, paid at or above the Real Living Wage per job, and are free to decline work.

What we do

• Right-to-work checks for every driver and staff member, with documents verified against the person, never through a third party.
• No recruitment fees are ever charged to workers or students, and agent partners must confirm the same in their agreement.
• Staff are trained to spot indicators of exploitation among students (passports withheld, controlled communication, debt bondage to an "agent") and to report them to the Modern Slavery Helpline (08000 121 700).
• We do not introduce students to landlords who refuse a written tenancy or deposit protection.

This statement is reviewed and approved by the directors each September.

Security & Responsible Disclosure

We hold passports, visa letters, home addresses and payment details for students and their parents, so security is a core product feature rather than an afterthought.

How we protect your data

• All traffic is encrypted with TLS 1.2+ and HSTS; passwords are hashed with bcrypt; API keys and sensitive settings are encrypted at rest with AES-256.
• Two-factor authentication is mandatory for all staff and admin accounts, with IP allow-listing and short session timeouts for sensitive screens.
• Card details never touch our servers: payments are handled by Stripe, a PCI DSS Level 1 provider.
• Every admin action is written to a tamper-evident audit log; access to personal data is role-based and least-privilege.
• Security headers (Content Security Policy, frame protection, referrer and permissions policies), rate limiting and bot protection (hCaptcha) are applied to every public form.
• Daily encrypted backups are retained for 30 days in the UK/EEA; documents are deleted automatically at the end of their retention period.

Reporting a vulnerability

If you believe you have found a security issue, email security@arriveukservices.com with steps to reproduce. Please do not access other people's data, run automated scanners against production, or disclose publicly before we have fixed it. We acknowledge reports within 2 working days, aim to fix critical issues within 7 days, and are happy to credit researchers who follow these rules. We will not pursue legal action against good-faith research that respects this policy.

Data breaches

If a breach is likely to affect your rights we will tell you without undue delay and notify the ICO within 72 hours, as UK GDPR requires.