Drafted for review — not yet approved by a lawyer. This is a complete working draft describing what BagFellow actually does, written so a qualified adviser can review and adapt it rather than start from a blank page. Every [HIGHLIGHTED FIELD] must be completed. Parts of this document raise questions only a lawyer should answer, and it has not been reviewed by one. Do not publish as-is.

Privacy Policy

Draft · 29 August 2026 · not in force

1. Who we are

BagFellow is operated by BAGFELLOW LTD, a company registered in England and Wales under company number 17458509, with its registered office at Dept 7075, 196 High Road, Wood Green, London, N22 8HH, United Kingdom ("BagFellow", "we", "us"). We are the data controller for the personal data described here.

For anything in this policy, write to support@bagfellow.com.

2. What we collect, and why we are allowed to

Data	Why we hold it	Lawful basis
Name, email address, phone number	To create your account and reach you about a deal	Performance of a contract
Identity documents: passport, national ID or driving licence, with number and expiry	To confirm you are who you say you are before money or goods move	Legal obligation and legitimate interest in preventing fraud
Travel details: airline, flight number, dates, booking reference	To verify a trip is real before shoppers rely on it	Performance of a contract
Listings and deals: items, cities, weights, amounts agreed	To operate the marketplace	Performance of a contract
Messages between users	To let a deal be arranged, and to resolve a dispute if one arises	Performance of a contract
Date of birth	To confirm you are old enough to enter a contract, which is 18	Legal obligation and performance of a contract
Payment records: amounts, currency, status, payout destination	To arrange payment, its reservation with our payment provider, and its payout	Performance of a contract and legal obligation
Bank or wallet details you give us for payouts: account holder name, IBAN or account number, sort or routing code, bank name	To send you the money you have earned	Performance of a contract
What you agreed to when you accepted a deal: the liability wording shown to you, and any customs acknowledgement you gave	So a later dispute is settled against what you were actually told at the time	Performance of a contract and legitimate interest in a fair dispute process
Ratings and reviews you write or receive	To let other users judge who they are dealing with	Legitimate interest in a trustworthy marketplace
Device and usage data: IP address, device type, app version	Security, fraud detection, and fixing faults	Legitimate interest
Approximate location (coordinates)	So a sender and a traveller can see how far apart they are and agree where to meet.	Performance of a contract; legitimate interests before a deal exists
Shop name and address	Where a sender asks for something to be bought, so the traveller knows where to go.	Performance of a contract
Saved searches	So we can tell you when a trip matches what you are looking for. You can delete a saved search at any time.	Legitimate interests
Photographs of requested items and listings	To describe what is being carried, and to show its condition at handover.	Performance of a contract
Push notification tokens and device platform	To send the notifications you turned on.	Consent
Support enquiries	The message you send us and our reply to it.	Legitimate interests; legal obligation where it concerns a dispute

We do not collect card numbers. Payments are handled by our payment providers, and card details never reach our systems.

We do not use face recognition, facial comparison or any biometric matching. Identity is checked by a person looking at the document you upload. Some platforms in this market do use face scanning; we do not, and we will tell you before that ever changes.

Your bank and wallet details are encrypted before they are stored, are never shown back to you after you save them beyond the last four digits, and are readable only by the small number of people who send payouts. Nobody at BagFellow will ever ask you for them by email or message.

3. Who can see your data

Other users see only your public profile: display name, country, rating, and number of completed deliveries. Your email address, phone number and date of birth are stored in a separate table from your profile, specifically so they cannot be exposed by a mistake in profile visibility.
The person you are dealing with sees what is needed to complete the deal.
Our reviewers can see identity documents, trip booking references and dispute evidence, and only in order to review them. Every such action is written to an append-only audit log recording who did what and when.
Nobody sees a handover code they are meant to scan. The shopper's code and the traveller's code are withheld from the opposite party — and from our staff — because a code you could obtain without meeting would prove nothing.
Booking references are treated as credentials. A booking reference together with a surname can be enough to view or alter a flight reservation, so it is never shown in any listing and is readable only by you and a reviewer.

We share data with these kinds of service providers, and only what each needs:

Cloud hosting and database — stores everything described above.
Email delivery — sends account and deal emails.
SMS and voice — sends verification codes.
Identity verification — checks an identity document and returns a result to us.
A licensed payment provider, once payments begin — takes payment and pays the traveller.
Bot protection, content delivery and web fonts — protects sign-in and serves the site.
Our own reviewers — the people who review identity documents and disputes.
A law enforcement body or regulator, where we are legally required to.
The other party to a deal, where a shipment is lost or not delivered and a debt is owed. In that situation we may pass identifying information to the person owed, or to an authority or adviser acting to recover it, to the extent the law allows. Section 10 of the Terms explains when this arises.

We do not sell your personal data, and we do not share it for advertising.

5. How your data is held

Your data is kept securely in our database. Because BagFellow connects people in different countries, data will necessarily be transferred across borders to complete a deal.

Backups are taken daily and kept for seven days, with a monthly copy kept for twelve months. Once written, a backup cannot be altered or deleted for fourteen days. So when you ask us to delete something, it goes from the live service straight away, and a copy may remain inside a backup until that backup expires — up to twelve months. We do not restore a backup in order to recover data someone asked us to delete.

6. Cookies, and what we store on your device

We do not use cookies. No advertising cookies, no tracking pixels, and no third-party analytics that follow you from site to site. Nothing we run builds a profile of you across the web.

A few things are stored in your own browser, on your own device. They are not cookies, they are never sent to us, and none of them identifies you:

Your language and your light or dark theme — saved because you chose them, so the site opens the way you left it.
A sign-in token, once you sign in — this is what keeps you signed in between visits. Signing out removes it.

You can clear all of it at any time by clearing site data in your browser. Nothing breaks; the site simply forgets your language, your theme, and that you were signed in.

One thing runs for security. When you sign in, a bot-protection check from Cloudflare runs to tell a person apart from an automated script. It is necessary to stop accounts being attacked, so it runs without asking. We have not enabled the setting that would let it store a clearance value on your device, and it is not used to track you or to build a profile of you.

If we ever add something optional that stores anything on your device — analytics, advertising, an embedded video, or a payment provider's own tracking — we will ask you before it runs, and you will be able to refuse it and still use BagFellow.

7. How long we keep it

Financial and transaction records — six years from the end of our relationship, because a UK company must keep them.
Identity documents and verification results — five years after the relationship ends, under anti-money-laundering rules.
Messages between users — two years, or six years where they concern a dispute.
Support enquiries — two years after the enquiry is closed.
When you close your account — closing starts a thirty-day period during which you can change your mind and recover the account. At the end of it your profile and listings are removed.

Closing your account cannot remove records we are required by law to keep.

8. Your rights

You can ask us for a copy of your data, to correct it, to delete it, to restrict or object to how we use it, or to receive it in a portable form. Write to support@bagfellow.com and we will respond within one month — which we may extend by up to two further months for a complex request, telling you why within the first month.

If you are in the EU or UK you may also complain to your national supervisory authority. In the UK that is the Information Commissioner's Office, at ico.org.uk/make-a-complaint.

9. Security

Access to your data is enforced by the database itself rather than by application code, so a bug in a screen cannot expose rows you are not entitled to. Identity documents and dispute evidence are stored privately and served only through short-lived links. Nothing that moves money is writable by a user's own session.

No system is perfectly secure, and we do not claim otherwise. If you believe your account has been compromised, contact us immediately.

10. Children

BagFellow is not for anyone under 18. We do not knowingly collect data from children, and will delete such an account if we find one.

11. Changes

If we change this policy in a way that matters, we will tell you in the app or by email before it takes effect.