Privacy Policy

This policy applies to the Driveroo rider app, the Driveroo driver app, our website and any other way you deal with us, such as by email or phone. "Driveroo", "we", "us" and "our" mean the business that runs the Driveroo rideshare service in Perth, Western Australia.

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs). In this policy, "personal information" has the meaning it has in that Act: information or an opinion about a person who is identified, or who can reasonably be identified.

Our Terms and conditions explain the rules for using Driveroo. This policy explains how we handle your information when you do.

What we collect depends on how you use Driveroo.

Everyone with an account

• Your name, mobile phone number and email address.
• A profile photo, if you add one.
• Your device's notification token, so we can send you trip updates, and your app settings.

Riders

• The pickup and drop-off addresses you enter, and the places you search for.
• Your location while you use the app to book, if you allow it (see section 5).
• Your trips: ride type, times, route, distance, fare, any busy-time pricing, waiting time, cancellation fees and tips.
• A reference to the card you save with Stripe, with its brand, last four digits and expiry date.
• Ratings and comments you give to drivers, and the ratings drivers give you.

Drivers

• Your driver's licence, vehicle registration, insurance documents and a photo of you, with their expiry dates.
• Your vehicle's make, model, colour, year, number plate and ride type.
• Your location while you're online and during trips, including when the app is in the background.
• When you're online, the trip requests you accept or decline, and your trip history.
• Your earnings, our commission, tips and payout records.
• Ratings and comments you give to riders and receive from them, and our team's notes on your documents.

Messages, calls, help and safety

• Messages you send in the in-app chat during a trip.
• When a call between a rider and driver was made and how long it lasted. We don't record what's said.
• Help requests you send us in the app, and our replies.
• If you use the SOS button, the time and your location, logged against the trip.

Website visitors

• What you send us through the form on our Contact or Drive with Driveroo pages: your name, email, phone number if you give it, what your enquiry is about and your message.
• Technical details our website and hosting provider record automatically, such as your IP address, browser type and the pages you visit. Our website doesn't use advertising cookies.

What we don't collect

We don't ask for sensitive information, such as your health, religious beliefs or racial or ethnic origin. If you choose to tell us something sensitive in a message or help request, we use it only to help with that request.

• From you, when you sign up, book or take a trip, upload documents, send a message, rate a trip or contact us.
• From your device, such as its location, when you allow it, and its notification token.
• From the other person on your trip, such as the rating and comment they give you.
• From our service providers, such as payment results and, for drivers, payout status from Stripe.
• From others, when the law allows, such as police or the Department of Transport about an incident.

We use personal information to run Driveroo and for purposes related to it that you would reasonably expect:

• To create and manage your account, and to confirm your phone number with a sign-in code.
• To offer your trip to the nearest available driver, show each of you where the other is, and complete the trip.
• To work out fare estimates, busy-time pricing and final fares, and to charge for trips, waiting time, cancellation fees and tips.
• To pay drivers their earnings.
• To check that drivers and their vehicles meet our requirements before they take trips, and that their documents stay current.
• To send trip updates, receipts and important notices about your account.
• To answer help requests and deal with lost items, refunds and complaints.
• To keep riders and drivers safe, look into incidents and respond to emergencies.
• To prevent fraud and misuse of Driveroo, and to enforce our Terms.
• To meet our legal obligations, including tax and record-keeping laws and the rules for passenger transport in Western Australia.
• To improve Driveroo, for example by studying trip and demand patterns in a way that doesn't identify you.
• To reply to website enquiries and, if you registered your interest, to tell you when the app is live in Perth.

A rideshare service can't work without location, so here is exactly how we use it.

Riders

When you allow it, the rider app uses your location to suggest a pickup point and show cars nearby. During a trip, the route is recorded from your driver's app so we can work out the fare and help if something goes wrong. The rider app doesn't follow you when you're not using it. You can turn location off in your phone's settings and type your pickup address instead.

Drivers

The driver app collects your location while you're online, including when the app is in the background, so we can offer you nearby trips, show riders where you are and record each trip's route. It stops when you go offline.

Who sees it

A rider sees their driver's location on the map from the time the driver accepts the trip until it ends. A driver sees the rider's pickup and drop-off points. Our team can see trip routes and where online drivers are, to run the service and help in an emergency.

Payments are handled by Stripe. When you add a card in the rider app, it goes straight from the app to Stripe. Driveroo never sees or stores full card numbers or security codes. We keep only a reference to your card, with its brand, last four digits and expiry date, so you can recognise it in the app.

Drivers are paid through Stripe Connect. Stripe collects the identity and bank details it needs to pay you, and handles them under its own privacy policy. We keep a record of each trip's fare, our commission, any tip and each payout.

We don't sell personal information. We share it only in these ways.

Between riders and drivers

• When a driver accepts your trip, we show you their first name, photo, rating, car, its colour and number plate, and where they are.
• We show your driver your first name, rating, and pickup and drop-off points.
• Calls go through a masked number and chat stays in the app, so neither of you sees the other's phone number.

Our service providers

We use trusted providers to run Driveroo. They may use your information only to provide their service to us.

• Stripe for payments, saved cards and driver payouts.
• Twilio for masked calls between riders and drivers, and for sign-in codes sent by text message.
• Google for maps, address search and routes (Google Maps Platform), and for push notifications (Firebase Cloud Messaging).
• Our cloud hosting provider for storing our data and driver documents.
• Our email provider for receipts and account emails.

Others

• Police, emergency services, courts and government agencies, including the Department of Transport, when the law requires or allows it, or when it's needed to protect someone's life, health or safety.
• Insurers, lawyers and advisers, when needed for a claim or dispute about a trip.
• A buyer of the Driveroo business, who would have to protect your information in line with this policy.
• Anyone else, with your consent.

Some of our service providers store or process information outside Australia. Stripe, Twilio and Google are based in the United States, and may handle information there and in other countries where they or their own providers operate. We aim to keep our main database and driver documents in data centres in Australia.

Before we disclose personal information to someone overseas, we take reasonable steps to make sure they handle it in a way that is consistent with the Australian Privacy Principles, as APP 8 requires. We do this through our agreements with them and by choosing providers with strong security and privacy commitments.

While you have an account, we send you notifications and emails about your trips, receipts and account. These are part of the service. You can turn off push notifications in the app under Menu, then Settings, though you may then miss trip updates.

We send news about Driveroo only if you've agreed to it, and every such email has an unsubscribe link. If you registered your interest on our website, we'll email you when the app is live in Perth. We follow the Spam Act 2003 (Cth).

We keep personal information only as long as we need it for the purposes in this policy or the law requires. After that, we delete it or remove anything that identifies you.

• Account details: while your account is open, and up to 30 days after you delete it.
• Trip, fare and payment records, receipts and driver payout records: 7 years, to meet tax and financial record-keeping laws.
• Safety records, including SOS logs and incident reports: 7 years.
• In-app chat messages: 12 months after the trip, unless they're part of a help request or safety matter.
• Help requests: 2 years after they're closed.
• Driver documents: while you drive with Driveroo. We delete them within 30 days of you closing your account, unless an open safety matter needs them.
• Driver location: your live location only while you're online. Each trip's route is kept with the trip record.
• Website enquiries: 12 months after we reply. If you registered your interest, until 12 months after the app is live in Perth.

• Information travels between the apps, our website and our servers over encrypted connections.
• Card details are held by Stripe, not by us.
• You sign in with a code sent to your phone, so there's no password for someone to guess.
• Driver documents are stored privately, and only team members who review them can open them.
• Each member of our team can see only the parts of our systems their role needs.

No system is perfectly secure. If a data breach is likely to cause serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC), as the Notifiable Data Breaches scheme requires.

You can update your name, email and photo in the app at any time, under Menu, then Profile.

To ask for a copy of the personal information we hold about you, or to correct something you can't change in the app, email us at privacy@driveroo.com.au. We'll check who you are, then respond within 30 days. There's no charge to ask. If we can't give you access or make a correction, we'll tell you why in writing and how you can complain.

You can browse our website or ask us a general question without telling us who you are. To book or drive, you need an account in your own name, because we must be able to identify riders and drivers for safety and payments.

You can delete your Driveroo account, as a rider or a driver, at any time. Deleting your account can't be undone.

In the app

By email

If you can't use the app, email privacy@driveroo.com.au from the email address on your account, or tell us the mobile number you signed up with. We'll confirm the request with you before we delete anything.

What happens next

• We close your account straight away. Within 30 days we delete your profile, photo, saved card details (they're also removed from Stripe) and notification tokens, and for drivers, your documents and vehicle details.
• We keep the records the law requires: trip, payment and payout records for 7 years, and safety records. They're kept apart and used only for those purposes.
• Ratings you gave stay on the other person's average, without your name.
• If you have a trip in progress or an amount owing, you'll need to finish the trip or pay first.
• Drivers: your Stripe Express account belongs to you and Stripe. You can close it with Stripe.

If you think we've mishandled your personal information, please tell us first, using the details in section 16. Tell us what happened and how you'd like it put right. We'll acknowledge your complaint within 7 days and aim to give you a full response within 30 days.

If you're not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

We may update this policy as Driveroo or the law changes. The date at the top shows when it was last updated. If we make a significant change, we'll tell you in the app or by email before it takes effect.

For questions about privacy or a request about your information, contact our Privacy Officer.

Email

privacy@driveroo.com.au

Phone

(08) 5550 2100, Monday to Friday, 9 am to 5 pm, Perth time

Write to

Privacy Officer, Driveroo, Perth, Western Australia

For anything else, see our Contact page.