Privacy policy

Privacy Policy

Last updated 12 September 2026

This Privacy Policy describes how Lone Star Trailer Works ("we", "us", or "our") collects, uses, and discloses information about you when you browse, book, pay for, pick up, or return a rental through our online booking store, widget, or customer account (collectively, the "Services"), or when you otherwise interact with us about a booking.

Your hire agreement is with us. We use third-party technology providers to operate online booking, payments, messaging, and access features. Those providers process information on our behalf to help us provide the Services.

If there is a conflict between our Terms of Service (or other booking terms) and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described here.

We may change this Privacy Policy from time to time. If we make changes, we will update the date above and provide notice as required by applicable law. We encourage you to review this policy regularly.

Personal information we collect or process
Personal information sources
How we use your personal information
Accounts and saved payments
How we disclose personal information
Cookies and tracking
Do Not Sell or Share My Personal Information
Retention
Security
International data transfer
Your choices and rights
Children
Other sites and services
Complaints
Contact us

Personal information we collect or process

When we use the term "personal information," we mean information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified so that it cannot identify or be reasonably linked to you. Depending on how you interact with the Services, where you live, and as permitted or required by applicable law, we may collect or process:

Contact details including your name, address, billing address, phone number, and email address;
Financial and payment information including payment card details handled by our payment processor, payment confirmation, transaction references, and saved-method metadata such as card brand and last four digits;
Account information including preferences, settings, and sign-in related security signals;
Booking and transaction information including products hired, location, dates, pricing, deposits, returns, exchanges, cancellations, and past bookings;
Identity or insurance verification details where required for a hire (documents are typically processed by specialist verification providers; we keep status and related booking metadata);
Communications including information you include when contacting support or otherwise communicating with us;
Photos, answers, or other content you submit in quizzes, checklists, or pickup/return forms;
Device and usage information including IP address, browser or device type, pages viewed, links clicked, referrer, approximate location derived from network information, and how you navigate the Services; and
Location-related signals where enabled for a hire (for example map search inputs, or GPS-related timestamps associated with pickup, return, or tracked equipment).

Some of the categories above may be considered sensitive personal information under applicable law, such as a government-issued identification number or image used for identity or insurance verification. We use sensitive personal information only to verify identity, prevent fraud, comply with law, and provide the hire you request, and not to infer characteristics about you. Where applicable law gives you a right to limit our use of sensitive personal information, you can exercise that right using the contact details below.

Personal information sources

We may collect personal information from the following sources:

Directly from you when you create an account, visit or use the Services, complete a booking, communicate with us, or otherwise provide personal information;
Automatically through the Services from your device when you use our products or visit our booking pages, including through cookies and similar technologies;
From our service providers when they collect or process personal information on our behalf (for example payment, verification, messaging, hosting, analytics, or access providers); and
From partners or other third parties, including in connection with a business transaction involving our business.

How we use your personal information

Depending on how you interact with us or which of the Services you use, we may use personal information to:

Provide, tailor, and improve the Services: create and manage bookings, take payments and deposits, issue access credentials (such as smart lock codes), fulfil pickup and return, remember preferences, and create, maintain and manage your account;
Enable express checkout and securely reuse saved payment methods when you have signed in on a trusted device;
Run identity or insurance checks when required for a hire;
Communicate with you: send transactional messages by email or SMS (for example booking confirmations, one-time sign-in codes, and hire updates) and provide customer support;
Marketing and advertising where permitted by law: send promotional communications and measure or personalise marketing. You can opt out of promotional emails;
Security and fraud prevention: authenticate accounts, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, and keep the Services secure;
Legal reasons: comply with applicable law or respond to valid legal process, investigate or participate in disputes, and enforce or investigate potential violations of our terms or policies; and
Carry out any other purpose described to you at the time the information was collected.

Accounts and saved payments

You may sign in with your email and a one-time code to create a customer account. Signing in lets you manage bookings more easily and, where available, use express checkout with a securely saved payment method for future bookings with us. Card data is handled by our payment processor. By continuing with sign-in, you acknowledge this Privacy Policy and consent to express checkout and securely saving payment details for future bookings with us.

How we disclose personal information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy, including:

Service providers that help us operate the Services: for example our online booking and access platform, payment processor (such as Stripe), email and SMS providers, cloud hosting, identity or insurance verification partners, smart lock / IoT partners, and analytics tools we enable on our booking pages;
Payment processors such as Stripe, which may use payment data in accordance with their own privacy policy;
When you direct, request, or otherwise consent to disclosure, such as through social login or other integrations you choose to use;
With our affiliates or otherwise within our corporate group, where applicable;
Professional advisers, auditors, or authorities where required by law or to protect rights and safety;
A buyer or successor if our business is involved in a merger, acquisition, bankruptcy, or asset sale; and
With your consent or at your direction.

We do not sell your personal information. We may disclose aggregated or de-identified information that cannot reasonably be used to identify you. As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Mobile information and text messaging

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. Information shared with service providers acting on our behalf (for example our SMS delivery provider) is used only to deliver the messages you have requested, such as booking confirmations and one-time sign-in codes.

Cookies and tracking

We and our providers use cookies and similar technologies to operate sign-in and checkout, remember preferences, understand how the Services are used, and (where enabled) measure advertising performance. Essential cookies are required for sign-in, checkout, and saved-payment features to work.

You can control cookies through your browser settings. Blocking essential cookies may prevent parts of the Services from working. Where non-essential cookies or advertising pixels require consent under applicable law, we (or tools we enable) should collect that consent before those tools run.

Do Not Sell or Share My Personal Information

We do not sell personal information for money. Some cookies or pixels used for advertising measurement may count as a "share" of personal information under certain state privacy laws even without a sale. Where required by applicable law, we honor opt-out preference signals, such as the Global Privacy Control (GPC), sent by your browser or a browser extension, as a request to opt out of sale or sharing for that browser or device. You can also contact us using the details below to opt out of any sale or sharing of your personal information.

Retention

How long we retain your personal information depends on factors such as whether we need it to maintain your account, provide the Services, comply with legal obligations, resolve disputes, or enforce applicable contracts and policies. As a general guide, many business and booking records may be kept for up to seven (7) years. Account sessions, one-time codes, analytics events, and support transcripts may be retained for shorter periods. When we no longer require personal information, we take reasonable steps to delete, anonymise, or isolate it from further processing.

Security

We use technical and organisational safeguards designed to protect personal information, including encrypted connections and payment processing through specialised providers. Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee absolute security. Information you send to us may not be secure while in transit; we recommend you do not use unsecure channels to communicate sensitive information.

International data transfer

We and our service providers may transfer, store, and process personal information outside the country you live in, including in the United States and other countries. Privacy laws in those locations may differ from the laws where you live. Where we transfer personal information out of the European Economic Area or the United Kingdom, we will rely on recognised transfer mechanisms such as the European Commission's Standard Contractual Clauses (or UK equivalents), unless the destination provides an adequate level of protection or another lawful mechanism applies.

Where the General Data Protection Regulation (GDPR) or UK GDPR applies to our processing of your personal information, Lone Star Trailer Works is the data controller. We process your personal information based on one or more of the following legal grounds: performance of a contract with you (to provide the hire you request), our legitimate interests (for example preventing fraud and improving the Services, balanced against your rights), compliance with a legal obligation, or your consent where we ask for it (for example certain cookies or marketing). Where we rely on legitimate interests, you can ask us for more information about that assessment using the contact details below.

Your choices and rights

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. These rights are not absolute, may apply only in certain circumstances, and in certain cases we may decline your request as permitted by law.

Right to access / know: request access to personal information we hold about you;
Right to delete: request that we delete personal information we maintain about you;
Right to correct: request that we correct inaccurate personal information;
Right of portability: request a copy of personal information we hold about you and, in certain circumstances, ask that we transfer it to a third party;
Right to limit use of sensitive personal information: ask us to limit our use of sensitive personal information (such as identity or insurance verification documents) to the purposes described in this Privacy Policy;
Right to opt out of sale or sharing: opt out of any sale or sharing of your personal information, including through opt-out preference signals such as Global Privacy Control (GPC), as described above;
Managing communication preferences: opt out of promotional emails using unsubscribe links. We may still send transactional messages about your bookings or account.

You may exercise these rights by contacting us using the details below. We may need to verify your identity before responding. Where permitted by law, you may designate an authorised agent to make requests on your behalf; we may require proof of authorisation and may need you to verify your identity directly with us. We will not discriminate against you for exercising any of these rights. We will respond in a timely manner as required under applicable law.

You can also ask us for help removing a saved payment method or closing account access.

Children

The Services are not intended to be used by children, and we do not knowingly collect personal information about children under the age of majority in your jurisdiction (or under 16, or the applicable digital-consent age where you live, if different). Our booking terms may also set a higher minimum age to hire equipment. If you are the parent or guardian of a child who has provided us with personal information, contact us to request that it be deleted.

Other sites and services

The Services may contain links to websites or services operated by third parties. We do not control those services and are not responsible for their privacy practices. Information you provide on public or semi-public venues, including third-party social platforms, may be viewable by others without limitation as to its use by us or by a third party. Our inclusion of links does not imply endorsement except as disclosed on the Services.

Complaints

If you have complaints about how we process your personal information, please contact us using the details below. Depending on where you live, you may have the right to appeal our decision by contacting us again, or to lodge a complaint with your local data protection or consumer protection authority (for example, if the GDPR or UK GDPR applies to you, the supervisory authority for your place of residence, place of work, or the place of the alleged infringement).

Contact us

If you have questions about this Privacy Policy, want to make a privacy request, or want to exercise rights available to you, contact Lone Star Trailer Works at [email protected].

For booking issues, use the contact options on this booking site. For privacy requests, email the address above and include enough detail for us to find your booking (for example your email and approximate hire dates).