Privacy Policy

This policy applies to users of our services anywhere in the world, including users of our apps, websites, features, or other services.

This policy describes how we and our affiliates collect and use personal information to provide our services. This policy applies to all users of our apps, websites, features, or other services anywhere in the world, unless covered by a separate privacy policy. This policy specifically applies to:

• Riders: users who request or receive transportation
• Drivers: users who provide transportation individually or through partner transportation companies
• Admin Users: users who are supervisors of our corporate clients, who manage their day-to-day operation via our app

This policy also applies to those who provide information in connection with an application to use our services, or whose information we otherwise receive in connection with our services (such as contact information of individuals associated with clients of fleet management or employee transport solutions). All those subject to this policy are referred to as “users” for purposes of this policy.

We collect:

• Information that you provide to us, such as when you create your account.
• Information created when you use our services, such as location, usage, and device information.
• Information from other sources, such as from your employer or service provider when filling in your details to provide you transport services.

The following information is collected by or on behalf of us:

User profile: We collect information when you create or update your account. This may include your name, phone number, login name and password, address, payment or banking information (including related payment verification information), government identification numbers such as Social Security number, driver’s license or passport if required by law, birth date, photo and signature. This also includes vehicle or insurance information of drivers. This also includes the preferences and settings that you enable for your account.

Background check information: We may collect background check information if you sign up to use our services as a driver or service provider. This may include information such as your driver history or criminal record (where permitted by law). This information may be collected by a vendor on our behalf.

Demographic data: We may collect demographic information about you, including through user surveys. In some countries, we may also receive demographic information about you from third parties.

User content: We may collect information that you submit when you contact customer support, provide ratings or compliments for other users, or otherwise contact us.

Information created when you use our services

Location Information

Depending on the services that you use, and your app settings or device permissions, we may collect your precise or approximate location information as determined through data such as GPS, IP address, and WiFi.

If you are a driver or supervisor (Admin User), we collect location information when the app is running in the foreground (app open and on-screen) or background (app open but not on screen) of your device.

If you are a rider and have provided permission for the processing of location data, we collect location information when the app is running in the foreground. In certain regions, we also collect this information when the app is running in the background of your device if this collection is enabled through your app settings or device permissions.

Riders may use the app without enabling us to collect their location information. However, this may affect the functionality available. For example, if you do not enable location collection, you will have to manually enter your pickup address. In addition, location information will be collected from the driver during your trip and linked to your account, even if you have not enabled us to collect your location information.

Transaction Information

We collect transaction details related to your use of our services, including the type of services you requested or provided, your order details, delivery information, date and time the service was provided, amount charged, distance traveled, and payment method. Additionally, if someone uses your promotion code, we may associate your name with that person.

Usage information

We collect information about how you interact with our services. This includes information such as access dates and times, app features or pages viewed, app crashes and other system activity, type of browser, and third-party sites or services you were using before interacting with our services.

Device Information

We may collect information about the devices you use to access our services, including the hardware models, device IP address, operating systems and versions, software, file names and versions, preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion information, and mobile network information.

Communications data

We enable users to communicate with each other and with us through our apps, websites, and other services. For example, we enable drivers and riders, and Admin Users and recipients, to call or text each other (in some countries, without disclosing their telephone numbers to each other). To provide this service, we receive some information regarding the calls or texts, including the date and time of the call/text, and the content of the communications. We may also use this information for customer support services (including to resolve disputes between users), for safety and security purposes, to improve our products and services and for analytics.

Information from other sources

• User feedback, such as ratings or compliments.
• Users providing your information in connection with referral programs.
• Users requesting services for or on your behalf.
• Users or others providing information in connection with claims or disputes.
• Business partners through which you create or access your account, such as payment providers, social media services, on-demand music services, or apps or websites who use our APIs or whose API we use.
• Insurance providers (if you are a driver).
• Financial services providers (if you are a driver).
• Partner transportation companies (if you are a driver who uses our services through an account associated with such a company).
• Publicly available sources.
• Marketing service providers.

We may combine the information collected from these sources with other information in our possession.

How We Use Your Information

We collect and use information to enable reliable and convenient transportation, delivery and other products and services.

• To enhance the safety and security of our users and services
• For customer support
• For research and development
• To enable communications to or between users
• To provide promotions or contests
• In connection with legal proceedings

We do not sell or share your personal information to third parties for third party direct marketing purposes.

Providing services and features

We use the information we collect to provide, personalize, maintain and improve our products and services. This includes using the information to:

• Create and update your account.
• Verify your identity.
• Enable transportation, deliveries, and other services. This includes automated processing of your information to enable dynamic pricing, in which the price of a ride is determined based on constantly varying factors such as the estimated time and distance of the predicted route, estimated traffic, and the number of riders and drivers using the service at a given moment.
• Process or facilitate payments for those services.
• Track the progress of your ride.
• Enable features that allow you to share information with other people, such as when you submit a compliment about a driver, refer a friend, split fares, or share your ETA.
• Enable features to personalize your account, such as creating bookmarks for your favorite places, and to enable quick access to previous destinations.
• Enable accessibility features that make it easier for users with disabilities to use our services, such as those which enable deaf or hard-of-hearing drivers to alert their riders of their disabilities, allow only text messages from riders, and to receive flashing trip request notifications instead of sound notifications.
• Perform internal operations necessary to provide our services, including to troubleshoot software bugs and operational problems, to conduct data analysis, testing, and research, and to monitor and analyze usage and activity trends.

Safety and security

We use your data to help maintain the safety, security and integrity of our services and users. This includes, for example:

• Screening drivers prior to enabling their use of our services and at subsequent intervals, including through reviews of background checks where permitted by law, to prevent use of our services by unsafe drivers.
• Using information from drivers’ devices to identify unsafe driving behavior such as speeding or harsh braking and acceleration, and to raise awareness among drivers regarding such behaviors.
• Prompting drivers to share a selfie before going online to help ensure that the driver using the app matches the account on file, preventing fraud and helping to protect other users.
• Using device, location, profile, usage and other information to prevent, detect, and combat fraud or unsafe activities. In certain cases such incidents may lead to deactivation by means of an automated decision-making process.
• Using user ratings to encourage improvement by affected users, and as grounds for deactivating users with ratings below a certain minimum as may be required in their region. Calculation and deactivation may be done through an automated decision-making process.

Customer support

We use the information we collect (including recordings of customer support calls after notice to you and with your consent) to assist you when you contact our customer support services, including to:

• Direct your questions to the appropriate customer support person
• Investigate and address your concerns
• Monitor and improve our customer support responses

Research and development

We may use the information we collect for testing, research, analysis and product development. This allows us to improve and enhance the safety and security of our services, develop new features and products, and facilitate insurance and finance solutions in connection with our services.

Communications from us

We may use the information we collect to communicate with you about products, services, promotions, studies, surveys, news, updates and events.

We may also use the information to promote and process contests and sweepstakes, fulfill any related awards, and serve you relevant ads and content about our services and those of our business partners. You may receive some of these communications based on your profile as a user.

We may also use the information to inform you about elections, ballots, referenda, and other political and policy processes that relate to our services.

Legal proceedings and requirements

We may use the information we collect to investigate or address claims or disputes relating to your use of our services, or as otherwise allowed by applicable law, or as requested by regulators, government entities, and official inquiries.

Cookies And Third Party Technologies

We and our partners use cookies and other identification technologies on our apps, websites, emails, and online ads for purposes described in this policy.

Cookies are small text files that are stored on your browser or device by websites, apps, online media, and advertisements.

We use cookies and similar technologies for the following purposes:

• Authenticating users
• Remembering user preferences and settings
• Determining the popularity of content
• Delivering and measuring the effectiveness of advertising campaigns of our services and our partner services only.
• Analyzing site traffic and trends, and generally understanding the online behaviors and interests of people who interact with our services.

Information Sharing And Disclosure

Some of our products, services, and features require that we share information with other users or at your request. We may also share your information with our affiliates, subsidiaries, and business partners, for legal reasons or in connection with claims or disputes.

With other users

• If you are a rider, we may share your first name, average rider rating given by drivers, and pickup and/or drop-off locations with drivers. If you share a ride trip with another rider, that rider may be told your name and may see your pickup and/or drop-off location.
• If you are a driver or admin user, we may share information with your rider(s) including name and photo; vehicle make, model, color, license plate, and vehicle photo; location; average rating provided by riders; total number of trips; for how long you have been using the app; and contact information (depending upon applicable laws). If you choose to complete a driver profile, we may also share any information associated with that profile, including information that you submit and compliments that past riders have submitted about you. The rider recipient may also receive a receipt containing information such as a breakdown of amounts charged, your first name, photo, and a map of the route you took.

On your request

• Other people at your request. For example, we may share your ETA and location with a friend at your request, or your trip information when you split a fare with a friend.
• Business partners. For example, if you requested a service through a partnership or promotional offering made by a third party, we may share your information with those third parties. This may include apps or websites that integrate with our APIs, vehicle suppliers, or services, or those with an API or service with which we integrate, or business partners with whom we may partner to deliver a promotion, a contest or a specialized service.

With the general public when you submit content to a public forum

We love hearing from our users — including through public forums such as blogs, social media, and certain features on our network. When you communicate with us through those channels, your communications may be viewable by the public with the owner of accounts that you may use.

If you use a profile associated with another party

This occurs, for example, if you are:

• A rider using your employer’s business profile, or taking trips arranged through us or our business partner or transport providers or transport clients.
• A driver using an account owned by a partner transportation company.
• A rider who takes a trip arranged by a friend or under a family profile.

With subsidiaries and affiliates

We share information with our subsidiaries and affiliates to help us provide our services or conduct data processing on our behalf.

With service providers and business partners

We may provide information to vendors, consultants, marketing partners, research firms, and other service providers or business partners. This may include, for example:

• Payment processors and facilitators.
• Background check providers (drivers and delivery partners only).
• Cloud storage providers.
• Marketing partners and marketing platform providers.
• Data analytics providers.
• Research partners, including those performing surveys or research projects in partnership with us or on our behalf.
• Vendors that assist us to enhance the safety and security of its apps.
• Consultants, lawyers, accountants and other professional service providers.
• Fleet partners.
• Insurance and financing partners.
• Airports.
• Local taxi providers.
• Vehicle solution vendors or third-party vehicle suppliers.

For legal reasons or in the event of a dispute

We may share your information if we believe it is required by applicable law, regulation, operating agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to safety or similar concerns.

This includes sharing your information with law enforcement officials, government authorities, airports (if required by the airport authorities as a condition of operating on airport property), or other third parties as necessary to enforce our Terms of Service, user agreements, or other policies, to protect our rights or property or the rights, safety or property of others, or in the event of a claim or dispute relating to your use of our services.

If you use another person’s credit card, we may be required by law to share information with that credit card holder, including trip information.

This also includes sharing your information with others in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.

With your consent

We may share your information other than as described in this policy if we notify you and you consent to the sharing.

User Settings And Transparency

We provide means for you to see and control the information we collect, including through:

• in-app privacy settings
• device permissions
• in-app ratings pages
• marketing opt-outs

User Settings

The Settings menu in the app gives users the ability to set or update their location and contacts sharing preferences, and their preferences for receiving mobile notifications from us. Information on these settings, how to set or change these settings, and the effect of turning off these settings are described below.

Location Information

We use a rider's device location services to make it easier to get a safe, reliable ride whenever you need one. Location data helps improve our services, including pickups, navigation, and customer support.

You may enable/disable or adjust our collection of rider location information at any time through the app settings of your devices.

Share Live Location (Riders)

If enabled for you in your country, then you will see an option to disable it. If you have enabled the device location services on your mobile device, you may also enable us to share your location with your driver from the time you request a ride to the start of your trip. This makes it easier for your driver to pick you up.

You may enable/disable location sharing with your driver at any time through the Privacy Settings menu in the app. You may use the app if you have not enabled location sharing, but it may be more difficult for your driver to locate you.

Notifications: Account and Trip Updates

We provide users with trip status notifications and updates related to your account. These notifications are a necessary part of using the app and cannot be disabled. However, you may choose the method by which you receive these notifications through the Settings menu in the app.

Notifications: Discounts and News

You may enable us to send you push notifications about discounts and news. You may enable/disable these notifications at any time through the Settings menu in the app.

Most mobile platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without your consent. And these platforms have different permission systems for obtaining your consent. The iOS platform will alert you the first time the app wants permission to access certain types of data and will let you consent (or not consent) to that request. Android devices will notify you of the permissions that the app seeks before you first use the app, and your use of the app constitutes your consent.

In-app Ratings Pages

After every trip, riders and drivers are given the opportunity to rate each other and give feedback about their trip. When you rate your driver, the rating that you give your driver is anonymized and combined with ratings from other riders of your driver.

Marketing Opt-Outs

You may opt out of receiving promotional emails by following the instructions in those emails. If you opt out, we may still send you non-promotional communications, such as receipts for your trips or information about your account.

You may also opt out of receiving text messages by following the instructions in those text messages. You may opt out of receiving all text messages by deleting your account.

Accessing And Correcting Your Information

You can access and correct most of your personal information by logging into your account.

For other requests to access, correct, modify or delete your information, please contact support through the channels available in the app or website. You can update your account information through your settings. If you believe that the information we hold about you is inaccurate, subject to applicable law, you may have the right to request that we correct or amend the information by contacting support.

If you would like to access the information we have collected from you, or if you would like to cancel your account, please log into the app and visit the 'Settings' page. You may also contact support, and we will respond to your request within a reasonable timeframe.

Information Retention And Deletion

We retain user profile and other information for as long as you maintain your account.

We retain transaction, location, usage and other information for 7 years in connection with regulatory, tax, insurance and other requirements in the places in which we operate. Once it is no longer necessary for these purposes, we delete or anonymize this information.

We may retain certain information for legitimate business purposes or as required by law.

Security

We are committed to protecting the data of users. Even though we take reasonable precautions to protect your data, no security measures can be 100% secure, and we cannot guarantee the security of your data.

Children’s Privacy

Our services are not intended for use by children under the age of 18, and we do not knowingly collect or solicit personal information from anyone under the age of 18. If you believe that a minor has disclosed personal information to us, please contact support so that we may delete the minor’s information.

Changes To Our Privacy Policy

We may make changes to this Privacy Policy from time to time. If we make any material changes, we will notify you as required by applicable law. We will also post an updated copy on our website. Please check our website periodically for updates.

Contact Us

If you have any questions about this Privacy Policy or our information practices, please contact support through the official channels available in the app or website.

Your Agreement To The Privacy Policy

By using the services, you confirm that you have read and understood the terms of this Privacy Policy. This Privacy Policy supersedes any prior agreements, representations, or undertakings in relation to the use of the services and, together with the Terms of Service Agreement, constitute the entire agreement between you and us relating to the use of the services.