Privacy Policy
VOOM RIDE (“VOOM RIDE”) referred to as (“VOOM RIDE”) are committed to protecting and respecting your privacy and providing the information, options, and choices necessary for you to control how we use your information. This privacy policy describes how we collect and use personal information to
provide services operated by or on behalf of us.
Personal Information is defined as any information relating to an identified or identifiable natural person; an identifiable natural person is one who can be identified, directly or
indirectly, in particular by reference to an identifier such as a name, an identification
number, location data, an online identifier or to one or more factors specific to the physical,
physiological, genetic, mental, economic, cultural or social identity of that natural person.
When anonymous information is directly or indirectly associated with personal data, the
resulting information also is treated as personal data.
APPLICABILITY
This policy applies to users of our website (“Website” or “Site “) or mobile application (“App “).
Users include:
This policy (together with our policy on ‘Cookies and other technologies’) sets out:
For information on our collection and use of cookies, tags and other information, please see
our policy on ‘Cookies and other technologies’.
Please read the following carefully to understand our views and practices regarding your
personal data and how we will treat it.
By engaging with the Site and/or App, you acknowledge you have read and understood this
privacy policy.
For the purposes of the data protection laws and directives applicable to the European
Union, (the “Data Protection Law“), the data controllers are:
INFORMATION WE COLLECT ABOUT YOU
We will collect and process the following personal data from you:
o This is information about you that you give us directly when you interact with
us, as a Customer. This includes your profile information, login details, and
other details required to create your account.
o This is information about you that you give us directly when you interact with
us, as a Driver. This includes your profile information, login details, personal
documents, photo and other details required to onboard you on our driving
portal. This also includes special category data or criminal conviction data
which is used to conduct background verification and check the eligibility of
drivers.
o This is information you provide to us when we ask you for in-app permissions,
to facilitate interaction with the App basis your device functions. It includes
information like location that helps us to provide our services to you in your
preferred location and mobile number that facilitates account security
verification and enables communication between Customer and Driver via the
App.
o This is financial information that you give our payment service provider like
bank account details, card details etc., and/or the information we process (for
example- unique identifiers like , transaction id) based on your transactions.
This information is used to process bills, calculate incentives and enable
payments.
o This is information about you that you give us by filling in forms on the Site or
App or by corresponding with us by phone, e-mail or otherwise. It includes
information you provide when you register to use the Site or App, subscribe to
our service, search for a ride, place an book a ride on the Site or App, enter a
promotion or survey, submit a query, and when you report a problem with the
Site or App.
o The information you give us may include your name (including account
username), address (including the city you live in), e-mail address and phone
number, personal description (including age), photograph
including selfies drivers submit after selfie authentication triggers, login and
password details. It may also include certain personal details of your
emergency contacts that you add to your account, and whether you have a
connection with others whose personal data we may collect or hold, for
example family members and friends.
o We may also access contacts stored on your device in order for you to add
them to your favourites or emergency contacts, or when you refer someone
from your contact for our services. Please note that we do not import or sync
your contact with the Site/App. When you use your account to book a VOOM ride
for someone else from your contact list using the Services, we will collect and
store such contact information and share the ride details with that selected
contact.
o We will automatically collect information from you each time you visit the Site
and/or use our App. This includes technical information, information about
your visit, and your location data.
Technical information – Technical information may include the Internet
protocol (IP) address used to connect your phone/ computer to the Internet,
your login information, browser type and version, time zone setting, browser
plug-in types and versions, operating system and platform, browser type,
referring / exit pages and URLs, number of clicks, domain names, landing
pages, pages viewed and other such information.
o x`Information about your visit – Information about your visit may include the
full Uniform Resource Locators (URL), clickstream to, through and from our
Site (including date and time), products you viewed or searched for, page
response times, download errors, length of visits to certain pages, page
interaction information (such as scrolling, clicks, and mouse-overs), methods
used to browse away from the page, and any phone number used to call our
customer service number or social media handle used to connect with our
customer service team. It may also include reference numbers used when you
book a service through the Site or the App, and details of what, how, when
and where you have engaged in services which we provide or services
procured or booked using our services. Where the Services allow you to call or
text other users using the Services, the information may also include call and
text information, including the date, time and duration of the calls and texts.
o Location data – we collect information through the Site/App as to your real
time location to provide location services where requested or agreed to by you
in order to deliver content and services that are dependent on knowing where
you are, such as allowing passengers to find drivers, allowing drivers to find
passengers for pickup and allowing the App to calculate the fare applicable to
your journeys. Please note that we only collect your live location on the
Site/App if you specify in your setting that you would like us to “always
collect” your location. If you have not specified this, we do not collect your live
location unless you are accessing the Site/App or availing our services. This
information is collected in combination with an identifier associated with
your device to enable us to recognise your mobile browser or device when you
return to the Site/App. You may also feed in your location manually in the
Site/App. You may turn off location access using your device or not provide us
your location manually, however, please note that without the ability to collect
your location we will not be able to provide you our services.
o Device information i.e. the devices you use (mobile phones, computers,
tablets, etc.) to access our services such as the hardware models, operation
system information, software information and version, file names, language
preferences, IP address cookie information, advertising identifiers, browser
version, device settings, and mobile network information. We collect your
device related information to understand the customer base and know which
devices allow maximum bookings. Please see our policy on ‘Cookies and other
technologies’ for more information on how we use device information.
o Other than your locations and device information, we do not link this
automatically-collected data to personally identifiable information.
This is information we receive about you:
o if you use any of the other websites or apps we operate or the other services
we provide.
o from third parties through whom you are able to access or register for the
services (e.g. where you are able to log in with a Google or Facebook account).
o from third parties that conduct quality assessments for drivers.
o from third parties acting as payment gateways.
o from third parties that process data on our behalf, to provide services to you.
In this case we will inform you when we collect that data, if we intend to share your data
internally and combine it with data collected on this site. We will also have told you for what
purpose we will share and combine your data.
We are working closely with third parties (including, for example, business partners, subcontractors
in technical, payment and Ride services, advertising networks, analytics
providers, and search information providers). We will notify you when we receive
information about you from them and the purposes for which we intend to use that
information.
You may be given the option to access or register for the service through the use of your user
name and passwords (or any other identifier) for certain services provided by third parties
(each, an “integrated service”), such as through the use of your Google account, accounts
with payment systems or wallet providers, or otherwise have the option to authorize an
integrated service to provide personal data to us. By authorizing us to connect with an
integrated service, you authorize us to access and store your personal data that the integrated
service makes available to us (including but not limited to name, email address(es), date of
birth, gender, current city and profile picture URL), and to use and disclose it in accordance
with this policy. Please review the terms of service, terms of use and privacy policies of each
integrated service carefully before using their services and integrating with our services.
Please check your privacy settings on each integrated device to understand what personal
data has been integrated with our services.
Depending on the nature of your dealings with us or the services which we provide to you or
which you may obtain or make available to others using our services, we may collect other
types of personal data from third parties, including:
taxation, government or regulatory identifier (such as drivers’ licence details), and
vehicle and insurance details;
recording of any calls in that regard;
mechanism or method that you might use (including credit card details) and the
payments you may make for our services or any services procured or booked using
our services;
providers;
which we have an interest or provide (such as messages for the purposes of issuing
and receiving one time passwords and other device verification) and device-related or
device-generated personal data. The latter might include your device details, device
IDs, your location, network connections, network access and communication and
session data. Location data may also be collected or derived from IP addresses,
mobile numbers and network information.
when dealing with us, but not where this is impractical (for example when you
transact online with us or you apply to provide transport-related services) or where
the law or a court order provides otherwise.
HOW AND WHY WE USE YOUR INFORMATION
We conduct the following type of processing with your personal information (either in
isolation or in combination):
o providing Customers and Driver’s personal data (including name, current
location, photograph, ratings and vehicle information) to each other in
connection with the arrangement of specific transport-related services and to
facilitate communications between drivers and users; and
o using your location data to record and verify trip and payment information if
you provide or procure transport-related services using our services or are
logged onto our website or application.
currently store all personal data in secure servers provided by Amazon Web Services,
which are based in Singapore
shared with VOOM Ridend ANI Technologies Pvt. Ltd. who act as data processors.
entities for the purpose of direct marketing;
making and profiling’ below);
receive a request for selfie authentication, once a week, which will allow us to monitor
misuse of your account).
If you want to understand the selfie authentication process better, please refer to
our terms and conditions and the FAQ section here.
our services or services of our third party business partners, including drivers;
connection with safety and security and preventing fraud;
reasonably connected with your application and our assessment of your application,
including identification, document verification, driving history, criminal history and
background checks (including verification of health information and to verify
whether you are a driver eligible to provide private hire vehicle services and other manual processing checks regarding the verification of drivers and
vehicles. We will use and may also disclose to our affiliates and third-party partners
your personal information to verify your vehicle and licence details, set up your
account and also contact you regarding your process. This includes sending you
communications from time to time to remind you to complete your application if it is
incomplete or if we need more information from you;
accessibility features and fulfil your preferences regarding communications from us
or with the customers and drivers.
the processing is completed by the third party and personal information they collect
about you is transferred to us in order to provide you Services as promised to you by
that third party;
purposes referred to above.
human intervention in automated decision making, fulfilment of any subject rights
requests, requests placed with our customer care; or any other information or action
requested by you; and
other regulatory body.
o Take steps in order to enter into any contract or carry out our obligations
arising from any contract entered into between you and us including:
▪ administering your account with us;
▪ verifying and carrying out financial transactions in relation to
payments you make through the Site and/or the App;
▪ verifying that your account is not hacked/ stolen/ not wrongfully used;
▪ verifying customer complaints about riding with a different driver
▪ notifying you about changes to our service.
▪ to register you and onboard you on the driving portal;
▪ to calculate driver’s bills and incentives as a part of Accounting and
Billing system;
▪ to enable payments for drivers as a part of Accounting and Billing
system;
▪ to calculate driver’s bills and incentives as a part for Driver Incentive
and performance system.
o Ensure in our legitimate interests that:
▪ content from our Site is presented in the most effective manner for you
and for your devices.
▪ we provide you with the information, products and services that you
request from us.
these are not overridden by your rights:
o To administer the Services and for internal operations, including
troubleshooting, data analysis, testing, research, statistical and survey
purposes.
o To keep the Services safe and secure.
o For measuring or understanding the effectiveness of advertising we serve to
you and others, and to deliver relevant advertising to you.
o To improve the Services to ensure that content is presented in the most
effective manner for you and for your computer.
o To allow you to participate in interactive features of our service, when you
choose to do so.
o For purposes of investigation, complaints, legal, cyber defence, network and
service.
give to us and information we collect about you in our legitimate interests (where we
have considered that these are not overridden by your rights). We will use this
information and the combined information for the purposes set out above (depending
on the types of information we receive).
you give us your consent, we will use your personal information for marketing
analysis and to provide you with promotional update communications by email, text
messages, in-application messages and/or push messages about our products and/or
services. We may also share your personal information with third-party social media
and other partner platforms in order to provide you with promotional update
communications. You may view our partner platforms here.
the “unsubscribe” link at the end of all our marketing and promotional update
communications to you.
LEGAL BASES FOR PROCESSING YOUR DATA
The personal data we collect and hold is what is reasonably necessary for the provision of
services to you and our business functions and activities. The legal bases for VOOM RIDE processing
of personal data are primarily that:
with our terms of service and that the processing is carried out in our legitimate
interests;
contract between you and us;
For Customers:
For Drivers:
Additionally, the legal bases for VOOM RIDE processing of special categories of data are primarily
that:
Additionally, the legal bases for VOOM RIDE processing of criminal conviction data are primarily
that:
Please note that one of our primary purposes of processing is automated decision making
and profiling based on the personal data provided. Automated decision making and profiling
is a necessary processing activity without which we will not be able to provide you with our
services. To learn more, please see our section on ‘Automated decision making and
profiling’ below. We may process your personal data for other purposes which are within
reasonable expectations. These may relate, for example to acting on your requests; our
involvement in relationships between users, drivers and third-party suppliers of goods or
services to you. We may also process your data for legal reasons such as: (i) legal process and
legal requests; (ii) enforcement of the Terms of Service; (iii) claims that any content violates
the rights of third parties; (iv) requests for customer service; (v) technical issues; (v)
protecting the rights, property or personal safety of VOOM RIDE, its users or the public; (vi)
establishing or exercising our legal rights or defending against legal claims; or (vii) as
otherwise required and/or permitted by law. We may anonymise, de-identify or aggregate
your personal data prior to processing. For example, we may do this for the purposes of
conducting analytics, for example the use and disclosure of anonymised data to determine
preferences and patterns and for business improvement. If in the future, we intend to
process your personal data for a purpose other than that which it was collected, we will
provide you with information on that purpose and any other relevant information. Where
necessary, we will procure your consent for such additional processing.
Automated decision making and profiling We use automated decision making
(including profiling) without human intervention, as provided in the purpose of processing
provided above. We use various combinations of the personal data collected (as listed above)
to be able to provide you with our services. We will not process personal data involving
automated decision making unless necessary for the provision of our services or for
performance of a contract. The following types of automated decision making and profiling
will be conducted as it is necessary to provide you our services.
Detection, Offers and Communications
We use a combination of customer and driver personal data, such as:
payment modes, pickup and destination area, derived pickup locations, vehicle category
preference, device information, age, historical driver preference, cancellation
history, fraud probability score and/or interaction history with customer care; and
acceptance history, distance from user, home location preference, payment method
preference, fuel type of the car, leasing car, car maintenance history, proximity to
customer, fraud probability score, and/or interaction history with customer care,
to allocate drivers’ vehicles to requesting customers, and to determine the route and pricing.
We also use a combination of the above information to communicate to customers and
drivers regarding our offers, discounts, incentives and promotions. We also use this personal
data to determine your preferences for pickup and destination locations.
Based on user ratings and their work performance, including any complaints received by us,
we may automate the allocation of drivers to customers and vice versa. As automated
decision making and profiling is conducted based on the varying requirements and interest
of our users, we may combine the various other personal data provided to optimize the
decisions listed above or to develop our services further. Please review this policy
periodically to learn about any changes in how we conduct automated decision making or
profiling.
WHO WE GIVE YOUR INFORMATION TO
We may give your information to:
company, and its subsidiaries, who support our processing of personal data under
this policy. Our group entities include the data controllers identified in this Policy.
Our selected third parties may include:
o Organisations who process your personal data on our behalf and in
accordance with our instructions and the Data Protection Law. This includes
in supporting the services we offer through the Site and/or the App in
particular those providing website and data hosting services, providing
fulfilment services, distributing any communications we send, supporting or
updating marketing lists, facilitating feedback on our services and providing
IT support services from time to time. These organisations (which may
include third party suppliers, agents, sub-contractors and/or other companies
in our group) will only use your information to the extent necessary to
perform their support functions.
o Advertisers and advertising networks that require the data to select and serve
relevant adverts to you and others. We do not disclose information about
identifiable individuals to our advertisers, but we will provide them with
aggregate information about our users (for example, we may inform them that
500 men aged under 30 have clicked on their advertisement on any given
day). We may also use such aggregate information to help advertisers reach
the kind of audience they want to target. We may make use of the personal
data we have collected from you to enable us to comply with our advertisers’
wishes by displaying their advertisement to that target audience and subject
to the cookie section of this policy. We will not send any third-party
advertisements without your consent.
o Analytics and search engine providers that assist us in the improvement and
optimisation of our site and subject to the cookie section of this policy (this
will not identify you as an individual).
o Business partners who provide services to you via the Site or the App and with
whom we have entered into agreements in relation to the processing of your
personal data.
o Parties necessary for the provision of services to you and with whom we have
entered into agreements in relation to the provision of services. For example,
if you have requested to use the service as a customer or a driver-partner, we
will share only such personal information to facilitate and complete the
service. We do not provide your contact details in such cases.
o Payment processing providers who provide secure payment processing
services. Your payment card details are not shared with us by the provider.
o Where we think certain carefully selected partners may be of interest to you.
These companies may contact you by post, email, telephone or fax for
marketing or promotional purposes.
o In the event that we sell or buy any business or assets, in which case we will
disclose your personal data to the prospective seller or buyer of such business
or assets subject to the terms of this privacy policy.
o If we or substantially all of our assets are acquired by a third party, in which
case personal data held by it about its customers will be one of the transferred
assets.
o If we are under a duty to disclose or share your personal data in order to
comply with any legal obligation, or in order to enforce or apply our terms of
supply other agreements with you; or to protect the rights, property, or safety
of our drivers or customers, or others. This includes exchanging information
with other companies and organisations for the purposes of fraud protection
and credit risk reduction and to prevent cybercrime.
You can find more details regarding transfer of your information here.
WHERE WE STORE YOUR INFORMATION
The data that we collect from you may be transferred to, and stored at, a destination outside
the European Economic Area (“EEA“) that may not be subject to equivalent Data Protection
Law. Where your information is transferred outside the EEA, we will take all steps
reasonably necessary to ensure that your data is subject to appropriate safeguards, such as
relying on a recognised legal adequacy or contractual mechanisms, and/or contracts with
third parties that include data protection requirements as required under the Data
Protection laws of the relevant jurisdictions.
We may transfer your personal information outside the EEA:
includes RIDE HAILING of services that you have purchased (for example, if you are
registered for the service in a country in the EEA but are using the App to book a
service outside the EEA), processing of payment details, and the provision of support
services.
legitimate interests and we have concluded these are not overridden by your rights.
We may transfer your personal information to the following countries outside the EEA such
as India and Kingdom of Saudi Arabia. Please see here for more information.
CHILD SAFETY
The Website/App is intended for use only by persons who are at least 16 years of age. By
using the Website/App, you confirm to us that you meet this requirement.
PAYMENT PROCESSING
Payment details you provide will be encrypted using secure sockets layer (SSL) technology
before they are submitted to us over the internet. Payments made on the Website/App are
made through our payment gateway providers. You will be providing credit or debit card
information directly to our payment gateway providers, which operate secure servers to
process payment details, encrypting your credit/debit card information and authorising
payment. Information which you supply to our payment service providers is not within our
control and is subject to the respective providers’ own privacy policy and terms and
conditions.
HOW WE PROTECT YOUR INFORMATION
unauthorized disclosure and to prevent possible security breaches. We are
continuously implementing and updating administrative, technical and physical
security measures to help protect Your information against unauthorized access, loss,
destruction or alteration. If You know or have reason to believe that Your account
credentials have been lost, stolen, altered, or otherwise compromised or in case of
any actual or suspected unauthorized use of Your account, please contact Us using
the contact information provided below.
transactions will be encrypted using SSL technology. Where we have given you (or
where you have chosen) a password which enables you to access certain parts of the
Services, you are responsible for keeping this password confidential. We ask you not
to share a password with anyone.
secure. Although we will do our best to protect your personal data, we cannot
guarantee the security of your data transmitted to the services; any transmission is at
your own risk. Once we have received your information, we will use strict procedures
and security features to try to prevent unauthorized access.
responsible for the privacy policies or the content of such sites.
HOW LONG WE KEEP YOUR INFORMATION
meet our contractual obligations to you, and (ii) for 10 years after that to identify any
issues and resolve any legal proceedings with an exception to selfies that will be
stored for 6 months.
○ Biometric Data (selfie image)- 6 months
○ Others- 1o years
also retain aggregate information beyond this time for research purposes and to help
us develop and improve our services. You cannot be identified from aggregate
information retained or used for these purposes.
retained, even after your account is cancelled for our legitimate purposes.
Data, residual copies may take some time before they are deleted from our active
servers and may remain in our backup systems.
The above-mentioned data will be retained for the specified timeline unless otherwise specified in any other policy or in changes to this policy. VOOM RIDE reserves the right to amend retention periods at any time.
YOUR RIGHTS
normally be exercised free of charge, however we reserve the right to charge an
appropriate administrative fee, for instance where you request multiple copies of
your personal data;
investigate your concerns with this information, for example);
to marketing (as mentioned in the section ‘Our promotional updates and
communications above).
your device settings. You can also stop all information collection by uninstalling the
App. You may use the standard uninstall processes as may be available for your
mobile device.
o Where the processing of your personal information by us is based on consent,
you have the right to withdraw that consent without detriment at any time by
contacting us on the details provided below. You can also change your
marketing preferences at any time as described in the section ‘Our
promotional updates and communications’ above. Please note that
withdrawing of consent has no impact on earlier processing of your personal
data on such basis and does not prevent us from invoking another available
legal basis for the processing of such personal data;
o If your request or concern is not satisfactorily resolved by us, you may
approach your local data protection authority. The ‘Information
Commissioner’s Office’ is the supervisory authority in the UK and can provide
further information about your rights and our obligations in relation to your
personal data, as well as deal with any complaints that you have about our
processing of your personal data. You can submit a complaint to the ICO.
o Customers may use the self-serve function on the Website/App in order to
exercise the above rights. Drivers may exercise these rights by contacting us
at INFO@VOOMRIDE.CO.UK. We may reach out to you to verify your identity or fulfil
any other verification requirements before processing a request.
CHANGES TO THIS POLICY
Any changes we make to our privacy policy in future will be posted on this page and, in
relation to substantive changes, will be notified to you by email. To the extent permitted
under applicable law, by using our services after such notice, you acknowledge and accept
our updates to this policy. We encourage you to periodically review this policy for the latest
information on our privacy practices. This policy was last updated on 04th December, 2023.
CONTACT US
Questions, comments, and requests regarding this privacy policy are welcomed and should be addressed to:
Data Protection Officer: ANA De Santana
Address: VOOM Ride, 27a Broadway Rainham Essex RM13 9YW, United Kingdom
Email address: info@voomride.co.uk
27A,Broadway,Rainham, Essex, United Kingdom
