Privacy Notice.
Effective Date: 02 Sepember 2020
VOOY ("we", "us" or
"our") operates the website www.vooyapp.com and the VOOY mobile app
(the "Service").
This page informs you of our policies regarding the
collection, use and disclosure of personal data when you use our Service and
the choices you have associated with that data.
We use your data to provide and improve the Service.
By using the Service, you agree to the collection and use of the information in
accordance with this policy. Unless otherwise defined in this Privacy Policy,
the terms used in this Privacy Policy have the same meanings as in our Terms
and Conditions.
Collection and
use of information
We collect various types of information for various
purposes to provide and improve our Service to you.
Types of data
collected
VOOY collects the following:
Data provided by users to VOOY, such as data
generated during account creation.
Data created while using our services, such as
device details, location and use of the app.
Data from other sources, such as VOOY Partners or
third parties.
The following information is collected by or on behalf
of VOOY:
A).- Data provided by users. This includes the
following:
User Profile:
We collect data generated when users create or update
their VOOY accounts, which may include their name, email, phone number,
username and password, address, profile photo, payment details, government
identification documents, such as driver's license numbers and images, date of
birth, signature and photo. Also included are vehicle or insurance information
for Driver And Delivery Partner, and user settings. We may use photos sent by
Driver Partners or Delivery Partners to verify their identities, using
technologies such as facial recognition.
Background
and identity check:
We collect data on the background and identity
verification of Driver Partners and Delivery Partners, such as driving history,
criminal record (where permitted by law) and right to work. An authorized
provider may collect this information on behalf of VOOY. We also collect
identity verification data from customers who order alcoholic beverages.
Demographic
data:
We may collect demographic information about users,
including through surveys targeting users.
User Content:
We collect information that users submit when they
contact VOOY customer support, give ratings or recognitions to other users or
Partner Restaurants, or contact VOOY in some other way. This may include
comments, photographs, or other recordings collected by users.
B).- Data created while using our services. This
includes the following:
Location
data:
If you allow it, we collect accurate or approximate
location data from your mobile device. For Driver Partners and Delivery
Partners, VOOY collects this information when the VOOY app runs in the
foreground (open and on-screen app) or in the background (open app, but not on
screen) of your mobile device. For users and customers, VOOY collects this data
when the VOOY app runs in the foreground. Users and customers can use VOOY apps
without allowing location data to be collected from their mobile devices.
However, this can affect some available functions. For example, if a user does
not allow location data to be collected, they must manually enter their
starting point. In addition, location data collected from a Driver Member
during a trip will be linked to the user's account, even if they did not allow
it to be collected, to generate receipts, provide customer support, detect
fraud, and for insurers and litigation.
Transaction
information:
We collect transaction data related to the use of our
services, including the type of service requested or provided, order details,
delivery information, date and time the service was provided, amount charged,
distance traveled and payment method.
Usage data:
We collect information about how users interact with
our services, such as the date and time of access, app features or page views,
app failures and other system activities, browser type, and third-party sites
or services used before interacting with our services. In some cases we collect
this data through cookies, pixels, tags and similar technologies that create
and maintain unique identifiers.
Device data:
We may collect data about the devices used to access
our services, including hardware models, IP address, operating systems and
versions, software, preferred languages, unique device identifiers, advertising
identifiers, serial numbers, and device or mobile network motion information.
Communication
data:
We allow users to communicate with each other and VOOY
through VOOY's mobile apps and websites. For example, we allow communication
between Driver Partners and users, and between restaurants or Delivery Partners
and customers through calls, SMS or sending other files (usually without
disclosing their phone numbers). To provide this service, VOOY receives certain
data related to calls, SMS or other communications, such as your date, time and
content. VOOY may also use this information to provide customer support services
(including to resolve user disputes), for security purposes, to improve our
products and services, and to perform analytics.
·
Personal data
When using our Service, we may ask you to provide us
with certain personally identifiable information that can be used to contact or
identify you ("Personal Data"). Personally identifiable information
may include, but is not limited to:
Cookies and usage data
Usage data.
We may also collect information that your browser
sends each time you visit our Service or when you access the Service by or
through a mobile device ("Usage Data").
This Usage Data may include information such as your
computer's Internet Protocol address (e.g. IP address), browser type, browser
version, pages of our Service you visit, the time and date of your visit, time
spent on those pages, unique device identifiers, and other diagnostic data.
When you access the Service through or through a
mobile device, this Usage Data may include information such as the type of
mobile device you use, the unique identification of your mobile device, the IP
address of your mobile device, your mobile operating system, the type of mobile
Internet browser you use, unique device identifiers, and other diagnostic data.
·
Tracking data and cookies
We use cookies and similar tracking technologies to
track activity on our Service and retain certain information.
Cookies are files with a small amount of data that may
include an anonymous unique identifier. Cookies are sent to your browser from a
website and stored on your device. Tracking technologies also use beacons,
tags, and scripts to collect and track information and to improve and analyze
our Service.
You can instruct your browser to reject all cookies or
to indicate when a cookie is sent. However, if you do not accept cookies, you
may not be able to use some parts of our Service.
Examples of cookies we use:
●
Session cookies. We use
session cookies to operate our Service.
●
Preferred cookies. We use
cookies of preference to remember your preferences and various settings.
●
Security cookies. We use
security cookies for security purposes.
C).- Data from other sources. This includes the
following:
User feedback, such as ratings, opinions, or
recognitions.
Users who participate in our referral programs.
Users or other persons who provide data in
connection with claims or conflicts.
VOOY business partners through which users create or
access your VOOY account, such as payment providers, social media services, or
apps or websites that VOOY.
Providers that help us verify user identity,
background information, and compliance with requirements to work for regulatory
and security purposes.
Insurance providers, vehicles or financial services
for Driver Partners or Delivery Partners.
Publicly available sources.
Marketing service providers.
How VOOY use
personal data.
VOOY collects and uses information to provide reliable
and convenient transportation services and deliveries, as well as to offer
other products and services. We also use the collected data to do the
following:
Improving the safety of users and services
Providing customer support
Perform research and development tasks
Allow communication between users
Send marketing and other communications to users
Addressing issues related to legal proceedings
To provide and maintain the good Service.
To notify you of changes to our Service.
To allow you to participate in the interactive
features of our Service when you choose to do so
Provide customer support and support Provide
analysis or valuable information so that we can improve the Service to monitor
the use of the Service
To detect, prevent and address technical issues.
VOOY does not sell or disclose personal user data to
third parties for direct marketing purposes, unless users consent.
VOOY uses the information collected for the following
purposes:
a.- Provide
services and functions.
VOOY uses the data collected to provide, personalize,
maintain and improve our products and services.
This includes using them for the following:
Create and update users' accounts.
Verify the identity, background and compliance with
the requirements of Driver Partners and Delivery Partners.
Allow transportation services, deliveries and
others.
Offer, process or facilitate payments for our
services.
Offer, obtain, provide or facilitate insurance,
vehicle, billing or financing solutions with respect to our services.
Track the progress of trips or deliveries and share
it.
Activate features that allow users to share
information with others, such as a Delivery Partner, or when users submit a
recognition to a Driver Partner, refer a friend to VOOY, split rates, or share
the Estimated Arrival and location with their contacts.
Enable features to customize users' VOOY accounts,
such as bookmarking favorite locations, and allow quick access to previous
destinations.
Activate Accessibility features that facilitate the
use of our services by users with disabilities.
Perform internal operations necessary to provide our
services, including fixing software errors and operational issues, performing
analysis, testing and research, and tracking and analyzing usage trends and
activities.
b.- Security.
We use personal data to maintain the security and
integrity of our services and users. This includes the following:
Perform the process of selecting users, Driver
Partners and Delivery Partners before allowing them to use our services and at
subsequent intervals, including during background check reviews, where
permitted by law, to prevent unreliable people from using our services.
Use data from Driver Partner or Delivery Partner
devices to identify unsafe driving behaviors, such as exceeding speed, or
braking and accelerating sharply, and informing them of safer practices. We
also use information from Delivery Partner devices to verify the type of
vehicle they used to deliver.
In certain regions we use information derived from
driver's license photos and other images sent to VOOY for security purposes.
This also includes comparing photos (i) with those of other users to avoid
identity lending and (ii) with those of public databases to verify the user's
identity.
Use device, location, profile and usage data, among
others, to prevent, detect and combat fraud or unsafe activities.
Use user ratings and feedback to encourage
compliance with our service and as a reason to deactivate or violate Driver And
Delivery Partner accounts that violate those standards.
c.- Customer
support.
VOOY uses the data we collect (such as recordings of
customer support calls with notice to the user and their consent) to provide
assistance, as follows:
Direct questions to the appropriate customer support
person
Investigate and address user concerns
Monitor and improve our customer support responses
and processes
d.- Research
and development.
We may use the data we collect to conduct testing,
research, analysis, product development and machine learning in order to
improve the user experience. This helps us to improve the security of our
services, as well as prevent their use for illegal or improper purposes,
develop new functions and products, and facilitate insurance and finance
proposals related to our services.
e.- Allow
communications between users.
For example, a Driver Partner may send an SMS or call
a user to confirm a starting point, a user may contact a Driver Partner to
retrieve a forgotten item, or a Delivery Partner may call a customer to provide
information about their order.
f.- Marketing.
VOOY may use the collected data to market our services
to users. This includes sending communications to users about VOOY services,
features, promotions, sweepstakes, studies, surveys, news, updates and events.
We may also send communications to our users about the
products and services offered by VOOY Partners. While we may send
communications to users about VOOY Partners' products and services, we do not
sell users' personal data or share them with such Partners or others for direct
marketing purposes, unless users consent.
We may use the data we collect to personalize the
marketing communications we send (including ads), including based on location,
previous use of VOOY services, and user preferences and settings.
g.-
Non-commercial communications.
VOOY may use the data we collect to generate and
provide receipts for users, inform them of changes to our terms, services or
policies, or send other communications that are not intended to market the
services or products of VOOY or its Partners.
h.- Legal
procedures and requirements.
We may use the personal data we collect to investigate
or resolve claims or disputes related to the use of VOOY services, or as
permitted by applicable law, or upon request by regulatory bodies, government
entities and official investigations.
i-. Automated
decision-making
We use personal data to make automated decisions
regarding the use of our services. This includes the following:
Dynamic price activation, which determines the
amount of a trip or the cost of shipping orders with VOOY, based on factors
that vary constantly, such as estimated time and distance, expected route,
expected transit, and number of users and Driver Partners using VOOY at a given
time.
Assignment of Driver Partners and Dealer Partners
available to users requesting services. This process is based on availability,
proximity and other factors.
How driver and Delivery Partner ratings are
determined, and their deactivation and that of users with low ratings.
Deactivation of the accounts of those users involved
in cases of fraud or activities that could in some way damage VOOY, its users
and third parties. For example, in some cases, a user may be automatically
deactivated if it is determined that they are abusing the VOOY referral
program.
Use of Driver Member location data and
communications between users and Driver Partners to identify cancellation fees
obtained or caused by fraud.
Data transfer
Your information, including Personal Data, may be
transferred and maintained on computers located outside your state, province,
country or other governmental jurisdiction where data protection laws may
differ from those of your jurisdiction.
If you are located outside the Mexican Republic and
you decide to provide us with information, please note that we transfer the
data, including Personal Data, on various company-owned servers in the Mexican
Republic and specifically there we will process such information.
Your consent to this Privacy Policy followed by your
submission of such information represents your agreement with such transfer.
VOOY will take all reasonable steps to ensure that
your data is treated securely and in accordance with this Privacy Policy and no
transfer of your Personal Data will be made to an organization or country
unless there are adequate controls, including the security of your data and
other personal information.
Data Exchange
and Disclosure
Some of VOOY's products, services and features require
us to exchange data with or at their request. We may also share information
with our affiliates, subsidiaries and Partners for legal reasons, or related to
claims or disputes.
VOOY may share the data we collect as follows:
1.- With other users
This includes the following data:
Name, qualification, and starting point and
destination of users with Driver Partners.
Name of users with other passengers on a
ride-sharing. These users can also see the fate of the other passengers on the
same trip.
Name, delivery address and order details of
customers with the Delivery Partner. We may also share ratings and feedback, or
other information, to the extent required by law, with the Delivery Partner.
In the case of Driver Partners and Delivery
Partners, we may share data with users and customers, including their name and
photo, make, model, color, license plate and vehicle photo, location (before
and during the trip), average rating provided by users, total number of trips,
time of use of the VOOY app, contact details (according to applicable laws) , and profile of the Driver Partner or The Delivery
Partner, including acknowledgements and other comments submitted by previous
users. We also provide users and customers with receipts that include
information, such as a breakdown of the amounts charged, the name of the Driver
Member or The Delivery Partner and their photo, road map and any other required
data on the invoices where the Managing Partner or Delivery Partner operates.
In the case of those who participate in the VOOY
referral program, we share certain personal data of those referred to, such as
the travel count, with the user who invited them, to the extent necessary to
determine the promotion.
2.- At the user's request
This includes sharing data with the following parts:
Other people at the user request. For example, we
share a user estimated arrival and location with a friend upon request, or a
user travel details when they split a fare with someone else.
VOOY Business Partners. For example, if a user
requests a service through an association or a promotional offer made by a
third party, VOOY may share certain data with those parties.
3.- With the general public:
Questions or comments from users sent through public
forums, such as VOOY blogs and social media, may be available to everyone, such
as personal data included in questions or comments submitted by a user.
4.- With the VOOY account holder
If a user requests a trip or meal through an account
belonging to another person, we may share order or trip details, including
real-time location data, with the account holder.
5.- With subsidiaries and affiliates of VOOY
We share information with subsidiaries and affiliates
that help us provide services or perform data processing tasks on our behalf.
6.- With VOOY service providers and business partners
VOOY provides data to suppliers, consultants,
marketing partners, market research companies and other service providers or
business partners. These include:
Payment processors and facilitators
Identity and Background Verification Providers
(Driver Partners and Delivery Partners only)
Cloud storage providers.
Marketing partners and marketing platform providers,
including social media advertising services
Data analytics providers
Research partners, including those conducting
surveys or research projects associated with or on behalf of VOOY.
Providers who assist VOOY to improve the security
and protection of their apps.
Consultants, lawyers, accountants and other
professional service providers.
Fleet partners.
Financial and insurance partners.
Airports.
7.- For legal reasons or in the face
of a conflict.
VOOY may share users personal data if required to do
so by applicable law, regulation, license or operating agreement, legal process
or governmental request, or where disclosure is appropriate due to security
matters. This includes sharing personal data with law enforcement, public
health agents, other government entities, airports (if required by airport
authorities as a condition of operating on their premises) or other third
parties as necessary to enforce our Terms of Service, user agreements or other
policies, protect VOOY rights or property, or the rights of VOOY, or the rights
of VOOY, or the rights of VOOY , security or property of others, or in the
event of a claim or dispute related to the use of our services. If you use
someone else's credit card, we may be required by law to share your personal
data, such as travel or order information, with the cardholder.
8.- With consent
VOOY may share a user personal data differently from
that described in this notice if we notify you, and the user agrees to the
exchange of information.
Legal requirements
VOOY may disclose your personal data in the good faith
belief that such action is necessary to:
Comply with a legal obligation
To protect and defend the rights or property of VOOY
To prevent or investigate potential violations in
connection with the Service
To protect the personal safety of users of the
Service or the public
To protect yourself from legal liability
Data security
The security of your data is important to us, but
remember that no method of transmission over the Internet, or method of
electronic storage is 100% secure. While we strive to use commercially
acceptable means to protect your personal data, we cannot guarantee its
absolute security.
VOOY may collect and use personal data in accordance
with the consent granted by the user. For example, we may collect personal
information through voluntary surveys. Your responses will be collected
according to your consent and will be deleted when they are no longer necessary
for the purposes for which they were obtained.
If a user consents to your personal information being
collected or used, you can revoke it at any time. However, you may not use any
service or function that requires collecting or using this data.
Service
providers.
We may employ companies and third-party individuals to
facilitate our Service ("Service Providers"), to provide the Service
on our behalf, to perform services related to the Service, or to help us
analyze how our Service is used.
These third parties have access to your Personal Data
only strictly to perform these tasks on our behalf and are required not to
disclose or use it for any other purpose.
Links to other
sites.
Our Service may contain links to other sites that are
not operated by us. If you click on a link from a third party, you will be
directed to that third party's site. We strongly recommend that you review the
Privacy Policy of each site you visit.
We have no control over or assume any responsibility
for the content, privacy policies or practices of third-party sites or
services.
Privacy of
Minors.
Our Service is not addressed to anyone underage.
(18 years)
We do not knowingly collect personally identifiable
information from anyone under the age of 18. If you are a parent or guardian
and know that your children have provided us with personal data, please contact
us. If we become aware that we have collected Personal Data from a minor
without verification of parental consent, we immediately take steps to remove
that information from our servers.
Mexico user rights.
These following rights are known
under Mexican legislation as ARCO rights.
If youre an VOOY user in Mexico, you
have the following rights with respect to VOOY handling of your personal
information:
I.
The right to access your personal information and request an
explanation about how VOOY uses that information.
II.
The right to rectify your personal information if you believe
its out of date, inaccurate, or incomplete.
III.
The right to cancel your data if you believe its not used in
accordance with the principles, duties, and obligations set forth by Mexican
data protection laws.
IV.
The right to object to VOOY processing of your data for
certain purposes.
User options and transparency.
VOOY allows users to access and
control the data it collects.
VOOY also allows users to request
access to or copies of their data, changes, updates or deletion of their
accounts, or to have VOOY restrict the processing of their personal
information.
A.- Privacy settings
The settings menu in the VOOY app gives
users the ability to set or update location sharing preferences and receive
mobile notifications from VOOY. The following is data on these settings, how to
set or change them, and what happens if they are turned off.
·
Location data
VOOY uses Location Services on its
users devices to make it easier for them to request a trip when they need it.
This data helps us improve our services, such as travel starts, navigation and
customer support.
Users can allow or prevent VOOY from collecting
location data from their mobile devices through the Privacy Settings menu in
the VOOY app. Users and customers can turn such collections on or off through
their mobile device settings.
·
Share live location (users)
Users who allowed location data from their mobile
device to be collected may also authorize VOOY to share it with the Driver
Partner from the time they request the trip until it starts. This can help
improve travel starts for both Driver Partners and users, particularly in busy
areas.
Users can turn this feature on or off through the
Privacy Settings menu in the VOOY app.
·
Data shared with the emergency service (users)
Users who allowed VOOY to collect location data from
their mobile device can also activate the emergency data sharing feature that
shares details with police, firefighters and ambulance services. These details
include the approximate location at the time the emergency call was made, make,
model, car color and license plate, user name and phone number, departure point
and destination, and Driver Partner name.
Users can turn this feature on or off through the
Privacy Settings menu or The Security Center in the VOOY app.
·
Notifications: Account and travel updates
VOOY sends users travel status notices and updates
related to their accounts. These notices are required to use the VOOY app and
cannot be disabled. However, they can choose the method by which they are
received from the Privacy Settings menu in the VOOY app.
·
Notifications: Discounts and news
Users can allow VOOY to send them push notifications
with company discounts and news. These notifications can be turned on or off
from the Privacy Settings menu in the VOOY app.
B. Device
permissions
Most mobile device platforms (iOS, Android, etc.)
defined certain types of data on devices that apps cannot access without owner
authorization, and these platforms have different methods to obtain. On iOS
devices, users are notified the first time the VOOY app requests permission to
access certain types of data and have the option to grant or reject it. On Android
devices, they will be notified what permissions the VOOY app needs before they
first use it, and using the app will constitute such consent.
C. Ratings
consultation
After each trip, Driver Partners and users can rate
each other with a 1-5 scale. The average of those grades is associated with a
user's account and is shown to the people they are provided to or receive
services from.
This mutual rating system holds everyone accountable
for their behavior, helping to create a respectful and safe environment for
users and Driver Partners.
D. How to
unsubscribe from marketing messages
Users can choose not to receive promotional emails
from VOOY.
They may also choose not to receive emails or other
VOOY messages using the unsubscribe instructions included in those
notifications. However, we may still send messages to users who have decided
not to receive non-promotional communications, such as travel receipts or
account information.
E. Requesting
user data
VOOY offers users various ways to learn, control and
send questions and comments about VOOY's handling of their data.
Data Access: Users can ask for an explanation of why
we collect their data and how we use it.
Receiving data: Users may request a copy of the data
that VOOY collects from them with their consent or as necessary to provide our
services.
Change or update data: Users can edit the name,
phone number, email address, payment method and photo associated with their
account through the Settings menu in the VOOY apps or on the Driver Member
portal. They may also request that VOOY change or update their information,
even if they feel that it is not accurate or incomplete.
Data deletion: Users can request deletion of their
account at any time through the Privacy Settings menu in the VOOY app, or
through the VOOY website.
Objections, Restrictions and Claims: Users may
request that we stop using all or some of their personal data, or limit such
use. VOOY may continue to process data after such objection or request to the
extent required or permitted by law.
Changes to this
privacy policy
We may update our privacy policy from time to time. We
will notify you of any changes by posting the new Privacy Policy on this page.
We will inform you by email and/or by prominent notice
on our Service, before the change takes effect and we will update the
"effective date" at the top of this Privacy Policy.
You are advised to review this Privacy Policy
periodically for changes. Changes to this Privacy Policy will take effect when
posted on this page.
If you have any questions about this Privacy Policy,
please contact us:
By email: support@vooyapp.com