Privacy-Policy

Privacy Policy (Customer App Users, Merchants and Riders)

1.Introduction

When you use Rewalty, you trust us with your personal data. We’re committed to keeping that trust. Let us start by introducing you to the privacy practice that we follow.

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This notice describes the personal data we collect, how it’s used and shared, and your choices regarding this data.
Last modified: 1 March 2021
Effective date: 1 March, 2021




2.Overview

Scope

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

This notice describes how Rewalty, and its affiliates collect and use personal data. This notice applies to all users of our apps, websites, features or other services anywhere in the world.

The privacy policy applies to any of the mentioned below which are,

  • Delivery recipients: individuals who request or receive food, or other products and services including the customers and the merchants.
  • Delivery persons: individuals who provide delivery or other services

This notice also governs Rewalty’s other collections of personal data in connection with Rewalty’s services. For example, we may collect the contact information of individuals who use accounts owned by Rewalty for Business customers or of owners or employees of Rewalty restaurant partners. We may also collect the personal data of those who start but do not complete applications to be drivers or delivery persons and merchants.
All those subject to this notice is referred to as ‘users’ in this notice.

Definition of users

  • Merchants: The term merchants refer to Rewalty Partners who have signed up with Rewalty to offer Ordering modes such as Table Service, Take-Aways and Delivery including Self-Delivery. The service also includes Rewalty Loyalty Program, and the Loyalty Program is an inseparable part of the ordering mechanism.
  • Customers: The term customers refer to the users of the Rewalty Customer Application or the end users of the services that are offered in the Rewalty Customer Application such as Table Service, Take-Aways, Delivery and the Loyalty Program.

Our data practices are subject to applicable laws in the places in which we operate. This means that we engage in the practices described in this notice in a particular country or region only if permitted under the laws of those places.

3.Data collections and uses

The data we collect
Rewalty collects:
  • Data provided by users to Rewalty, such as during account creation
  • Data created during use of our services, such as location, app usage and device data
  • Data from other sources, such as Rewalty partners and third parties that use Rewalty APIs
  • Data that is submitted by the users in the form of loyalty program/rewards availing and redeemability.

The following data is collected by or on behalf of Rewalty:
Data provided by users. This includes:
  • User profile: User profile: We collect data when users create or update their Rewalty accounts. This may include their name, email, phone number, login name and password, address, profile picture, payment or banking information (including related payment verification information), driver’s licence and other government identification documents (which may indicate document numbers as well as birth date, gender and photo). This also includes vehicle or insurance information of drivers and delivery partners, emergency
    contact information, user settings and evidence of health or fitness to provide services using Rewalty apps. The payment information that is collected is processed through Stripe and Rewalty does not store card information.
    We may use the photos submitted by users to verify their identities, such as through facial recognition technologies. For more information, please see the section titled ‘How we use personal data’.


  • Background check and identity verification:  We collect background check and identity verification information for drivers and delivery persons. This may include information such as driver history or criminal record (where permitted by law), and the right to work. This information may be collected by an authorised vendor on Rewalty’s behalf. We also collect identity verification from Rewalty users who request alcohol delivery.

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

  • User content: We collect the information users submit when they contact Rewalty customer support, provide ratings or compliments for other users or restaurant partners, or otherwise contact Rewalty. This may include feedback, photographs or other recordings collected by users.

Data created during use of our services. This includes:
  • Location data (driver and delivery partner): Rewalty collects this data when the Rewalty app is running in the foreground (app open and on-screen) or background (app open but not on-screen) of their mobile device.

  • Location data (riders and delivery recipients). We collect precise or approximate location data from riders’ and delivery recipients’ mobile devices if they enable us to do so. Rewalty collects this data from the time a ride or delivery is requested until it is finished, and any time the app is running in the foreground of their mobile device. We use this data to enhance your use of our apps, including to improve pickup locations, enable safety features, and prevent and detect fraud.

  • Rewalty collects driver location data, and links location data collected during a trip with their rider’s account, even if the rider has not enabled us to collect location data from their device. This enables us to offer services to the rider like receipt generation and customer support.
  • Transaction information: We collect transaction information related to the use of our services, including the type of services requested or provided, order details, delivery information, date and time the service was provided, amount charged, distance travelled and payment method. Additionally, if someone uses your promotion code, we may associate your name with that person.

  • Usage data: We collect data about how users interact with our services. This includes data 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 used before interacting with our services. In some cases, we collect this data through cookies, pixels, tags and similar tracking technologies that create and maintain unique identifiers.

  • Device data: We may collect data about the devices used to access our services, including the hardware models, device IP address, operating systems and versions, software, preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion data and mobile network data.

  • Communications data: We enable users to communicate with each other and Rewalty through Rewalty’s mobile apps and websites. For example, we enable drivers and riders, and restaurants or delivery persons and delivery recipients, to call, text or send other files to each other (generally without disclosing their telephone numbers to each other). To provide this service, Rewalty receives some data regarding the calls, texts or other communications, including the date and time of the communications and the content of the communications. Rewalty may also use this data for customer support services (including to resolve disputes between users), for safety and security purposes, to improve our products and services, and for analytics.

Data from other sources. This includes:
  • User feedback, such as ratings, feedback or compliments.
  • Users participating in our referral programs. For example, when a user refers another person, we receive the referred person’s personal data from that user.

  • Rewalty account owners who request services for or on behalf of other users, or who enable such users to request or receive services through their accounts. This includes owners of Rewalty for Business accounts.

  • Users or others providing information in connection with claims or disputes.

  • Rewalty business partners through which users create or access their Rewalty account, such as payment providers, social media services or apps or websites that use Rewalty’s APIs or whose APIs Rewalty uses.

  • Vendors who help us verify users’ identity, background information and eligibility to work, for regulatory, safety and security purposes.

  • Insurance, vehicle or financial services providers for drivers and/or delivery persons.

  • Publicly available sources.

  • Marketing service providers.

  • Rewalty may combine the data collected from these sources with other data in its possession.


How we use personal data
Rewalty collects and uses data to enable reliable and convenient transportation, delivery and other products and services. We also use the data we collect:
  • To enhance the safety and security of our users and services

  • For customer support

  • For research and development

  • To enable communications between users

  • To send marketing and non-marketing communications to users

  • In connection with legal proceedings

  • To help automate and improvise the applications for the users, merchants and the riders.

  • Rewalty does not sell or share user personal data with third parties for their direct marketing, except with users’ consent.

    Rewalty uses the data it collects for purposes including:


Providing services and features. Rewalty uses the data we collect to provide, personalise, maintain and improve our products and services.
This includes using the data to:
  • Create and update users’ accounts.

  • Verify drivers’ and delivery persons’ identity, background history and eligibility to work.

  • Enable transportation, deliveries and other services.

  • Offer, process or facilitate payments for our services. Rewalty uses Stripe for processing the payment for the users.

  • Offer, obtain, provide or facilitate insurance, vehicle, invoicing or financing solutions in connection with our services.

  • Track and share the progress of rides or deliveries.

  • Enable features that allow users to share information with other people, such as when riders submit a compliment about a driver, when delivery recipients provide feedback for a restaurant or delivery person, refer a friend to Rewalty, split fares or share ETA and location with their contacts.

  • Enable features to personalise users’ Rewalty accounts, such as creating bookmarks for favourite places, and to enable quick access to previous destinations. We may, for example, present a Rewalty user with personalised restaurant or food recommendations based on their prior orders.

  • 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 analyse usage and activity trends.

Safety and security. We use personal data to help maintain the safety, security and integrity of our services and users. This includes:
  • Screening riders, drivers and delivery persons before enabling their use of our services and at subsequent intervals, including through reviews of background checks, where permitted by law, to help prevent use of our services by unsafe drivers and/or riders.

  • Using data from drivers’ or delivery persons’ devices to help identify unsafe driving behaviour such as speeding or harsh braking and acceleration, and to inform them of safer driving practices. We also use data from delivery persons’ devices to verify the type of vehicles they used to provide deliveries.

  • Using device, location, profile, usage and other data to prevent, detect and combat fraud or unsafe activities.

Customer support. Rewalty uses the information we collect (including recordings of customer support calls with notice to and the consent of the user) to provide customer support, including to:
  • Direct questions to the appropriate customer support person

  • Investigate and address user concerns

  • Monitor and improve our customer support responses and processes

Research and development. We may use the data we collect for testing, research, analysis, product development and machine learning to improve the user experience. This helps us to improve and enhance the safety and security of our services, improve our ability to prevent the use of our services for illegal or improper purposes, develop new features and products, and facilitate insurance and finance solutions in connection with our services.

Enabling communications between users. For example, a rider may contact a driver to retrieve a lost item, or a restaurant or delivery persons may call a delivery recipient with information about their order.

Marketing. Rewalty may use the data we collect to market our services to our users. This includes sending users communications about Rewalty services, features, promotions, sweepstakes, studies, surveys, news, updates and events.
We may also send communications to our users about products and services offered by Rewalty partners. For example, if a user has placed an Rewalty order, we may provide recommendations, promotions or ads about similar food offered by other Rewalty partners. Although we may send users communications about Rewalty partners’ products and services, we do not sell users’ personal data to, or share it with, such partners or others for purposes of their own direct marketing or advertising, except with users’ consent.
We may use the data we collect to personalise the marketing communications (including advertisements) that we send, including based on user location, past use of Rewalty’s services, and user preferences and settings.

Non-marketing communications. Rewalty may use the data we collect to generate and provide users with receipts; inform them of changes to our terms, services or policies; or send other communications that aren’t for the purpose of marketing the services or products of Rewalty or its partners.

Legal proceedings and requirements. We may use the personal data we collect to investigate or address claims or disputes relating to use of Rewalty’s services, or as otherwise allowed by applicable law, or as requested by regulators, government entities and official inquiries.


Cookies and third-party technologies

Rewalty and its partners use cookies and other identification technologies on our apps, websites, emails and online ads for purposes described in this notice.
Cookies are small text files that are stored on browsers or devices by websites, apps, online media and advertisements. Rewalty uses cookies and similar technologies for purposes such as:

  • Authenticating users

  • Remembering user preferences and settings

  • Determining the popularity of content

  • Delivering and measuring the effectiveness of advertising campaigns

  • Analysing site traffic and trends, and generally understanding the online behaviours and interests of people who interact with our services
  • We may also allow others to provide audience measurement and analytics services for us, to serve advertisements on our behalf across the internet, and to track and report on the performance of those advertisements. These entities may use cookies, web beacons, SDKs and other technologies to identify the devices used by visitors to our websites, as well as when they visit other online sites and services.

Data sharing and disclosure
Some of Rewalty’s products, services and features require that we share data with other users or at a user’s request. We may also share data with our affiliates, subsidiaries and partners, for legal reasons or in connection with claims or disputes Rewalty may share the data we collect:
With other users
This includes sharing:
  • Riders’ first name, rating and pickup and/or drop-off locations with drivers for food delivery.

  • Delivery recipients’ first name, delivery address and order information with their delivery person and restaurant. We may also share ratings and feedback, or other information to the extent required by law, with the restaurant partner and delivery person.

  • For drivers and delivery persons, we may share data with the rider(s), delivery recipient(s) and restaurant partner(s), including name and photo; vehicle make, model, colour, licence plate and vehicle photo; location (before and during trip); average rating provided by users; total number of trips; length of use of the Rewalty app; contact information (depending upon applicable laws); and driver or delivery person profile, including compliments and other feedback submitted by past users.

  • For those who participate in Rewalty’s referral program, we share certain personal data of referred users, such as trip count, with the user who referred them, to the extent relevant to determining the referral bonus.

At the user’s request
This includes sharing data with:
  • Rewalty business partners. For example, if a user requests a service through a partnership or promotional offering made by a third party, Rewalty may share certain data with those third parties. This may include, for example, other services, platforms, apps or websites that integrate with our APIs; vehicle suppliers or services; those with an API or service with which we integrate; or restaurant partners or other Rewalty business partners and their users in connection with promotions, contests or specialised services.

With the general public
Questions or comments from users submitted through public forums such as Rewalty blogs and Rewalty social media pages may be viewable by the public, including any personal data included in the questions or comments submitted by a user.

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

With Rewalty service providers and business partners
Rewalty provides data to vendors, consultants, marketing partners, research firms and other service providers or business partners. These include:

  • Payment processors and facilitators

  • Background check and identity verification providers (drivers, delivery persons and cash riders only)

  • Cloud storage providers

  • Google, in connection with the use of Google Maps in Rewalty’s apps (see Google’s privacy policy for information on their collection and use of data)

  • Marketing partners and marketing platform providers, including social media advertising services

  • Data analytics providers

  • Research partners, including those performing surveys or research projects in partnership with Rewalty or on Rewalty’s behalf

  • Vendors that assist Rewalty to enhance the safety and security of its apps

  • Consultants, lawyers, accountants and other professional service providers

  • Insurance and financing partners

  • Lime and other local providers

  • Restaurant partners and/or their point-of-sale providers

For legal reasons or in the event of a dispute
Rewalty may share users’ personal data if we believe it’s required by applicable law, regulation, operating licence or agreement, legal process or government payment, or where the disclosure is otherwise appropriate due to safety or similar concerns. This includes sharing personal data with law enforcement officials, public health officials, other 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 Rewalty’s rights or property or the rights, safety or property of others; or in the event of a claim or dispute relating to the use of our services. If you use another person’s credit card, we may be required by law to share your personal data, including trip or order information, with the owner of that credit card.

With consent
Rewalty may share a user’s personal data other than as described in this notice if we notify the user and they consent to the sharing.

Data retention and deletion
Rewalty retains user data for as long as necessary for the purposes described above. Users may request deletion of their accounts at any time. Rewalty may retain user data after a deletion request due to legal or regulatory requirements or for the reasons stated in this policy.

Rewalty retains user data for as long as necessary for the purposes described above. This means that we retain different categories of data for different periods of time depending on the category of user to whom the data relates, the type of data and the purposes for which we collected the data.

Grounds for processing
We only collect and use personal data where we have lawful grounds to do so. These include processing user personal data to provide requested services and features, for purposes of Rewalty’s legitimate interests or those of other parties, to fulfil our legal obligations or based on consent.

We collect and use personal data only where we have one or more lawful grounds for doing so. Such grounds may vary depending on where our users are located, but generally include processing personal data:

To provide requested services and features
In order to provide our services, we must collect and use certain personal data. This includes:
  • User profile data, which we use to establish and maintain user accounts; verify user identity; communicate with users about their trips, orders and accounts; and enable users to make payments or receive earnings

  • Background trip information, which is used to verify an applicant’s eligibility to be a delivery person

  • Driver and delivery person location data, which we use to track trips for food orders and assist with navigation

  • Usage data, which is necessary to maintain, optimise and enhance Rewalty’s services, including to determine incentives, connect riders and drivers, and calculate costs of trips and driver earnings

  • Transaction information

  • Information relating to customer support

For the purposes of the legitimate interests of Rewalty or other parties
This includes using personal data to maintain and enhance our users’ safety and security. For example, we use personal data to prevent use of our services by users who have engaged in inappropriate or dangerous behaviour, such as by retaining data of banned users to prevent their use of Rewalty’s apps. We also use usage data to prevent matching of riders and drivers for whom there is higher risk of conflict (for instance, because they have been the subject of prior complaints from other users). This also includes purposes such as combating fraud; improving our services, direct marketing, research and development; and enforcing Rewalty’s Terms of Service.   In addition, it includes using personal data to the extent necessary for the interests of other people or the general public, such as in connection with legal or insurance claims, and to protect the rights and safety of others.

To fulfil Rewalty’s legal obligations
For example, Rewalty is subject to laws and regulations in many cities and countries that require it to collect and retain data about our users’ trips and deliveries, and to provide copies of such data to the government or other authorities. We collect and use personal data to comply with such laws.

With consent
Rewalty may collect and use personal data based on the user’s consent. For example, we may collect personal data through voluntary surveys. Responses to such surveys are collected on the basis of consent and will be deleted once no longer necessary for the purposes collected.
  A user who has provided consent to a collection or use of their personal data can revoke it at any time. However, the user will not be able to use any service or feature that requires collection or use of that personal data.

4.Choice and transparency

Rewalty enables users to access and control the data that Rewalty collects, including through:
  • In-app settings

  • Device permissions

  • In-app ratings pages

  • Marketing opt-outs

Rewalty also enables users to request access to or copies of their data, changes or updates to their accounts, deletion of their accounts or that Rewalty restrict its processing of user personal data.

Privacy settings
Settings menus in the Rewalty app for riders give them the ability to set or update their location-sharing preferences and their preferences for receiving mobile notifications from Rewalty. Information about these settings, how to set or change these settings and the effect of turning off these settings is described below.
  • Location data

Rewalty uses riders’ device location services to make it easier to get a ride whenever they need one. Location data helps improve our services, including pickups, navigation and customer support.
Riders may enable or disallow Rewalty to collect location data from their mobile devices through the Settings > Privacy menus in the Rewalty app. Riders and delivery recipients can enable or disallow such collections through the settings on their mobile device.
  • Share Live Location (riders)

Riders who have enabled Rewalty to collect location data from their mobile device may also enable Rewalty to share their location with their driver from the time the ride is requested to the start of the trip. This can help improve pickups for both drivers and riders, particularly in crowded areas.
Riders may enable or disable this feature through the Settings > Privacy menus in the Rewalty app.
  • Emergency Data Sharing (riders)

Riders who have enabled Rewalty to collect location data from their mobile device may also enable the Emergency Data Sharing feature that shares data with emergency police, fire and ambulance services. Such data includes approximate location at the time the emergency call was placed; the car’s make, model, colour and licence plate information; the rider’s name and phone number; pickup and drop-off locations; and the driver’s name.

  Riders may enable or disable this feature through the Settings > Privacy menus or the Safety Centre in the Rewalty app.
  • Notifications: account and trip updates

Rewalty provides users with trip status notifications and updates related to activity on their account. These notifications are a necessary part of using the Rewalty app and cannot be disabled. However, users may choose the method by which they receive these notifications through the Settings > Privacy menus in the Rewalty app.
  • Notifications: discounts and news

Users may enable Rewalty to send push notifications about discounts and news from Rewalty. Push notifications may be enabled or disabled through the Settings > Privacy menus in the Rewalty app.
  • Communications from restaurant partners

Delivery recipients who have opted in to communications from restaurant partners may stop sharing their data with each restaurant partner in their Rewalty account settings.

Device permissions Most mobile device platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without the device owner’s permission, and these platforms have different methods for how that permission can be obtained. iOS devices notify users the first time the Rewalty app requests permission to access certain types of data and gives users the option to grant or refuse permission. Android devices notify users of the permissions that the Rewalty app seeks before their first use of the app, and use of the app constitutes a grant of such permission.

Ratings look-up After every trip, drivers and riders are able to rate each other on a scale from 1 to 5. An average of those ratings is associated with a user’s account and is displayed to other users for whom they provide or receive services. For example, rider ratings are available to drivers from whom they request transportation, and driver ratings are available to their riders.
This two-way system holds everyone accountable for their behaviour. Accountability helps create a respectful, safe environment for drivers and riders. Riders can see their average rating in the main menu of the Rewalty app. Drivers can see their average rating after tapping their profile photo in the Rewalty Driver app.
Delivery persons are also rated by delivery recipients and restaurant partners.
Marketing opt-outs
Users may opt out of receiving promotional emails from Rewalty here. Users may also opt out of receiving emails and other messages from Rewalty by following the unsubscribe instructions in those messages. We may still send users who have opted out non-promotional communications, such as receipts for rides or information about their account.
User data requests
Rewalty provides users with a variety of ways to learn about, control and submit questions and comments about Rewalty’s handling of their data. To make a request, please go here.
  • Accessing data: Users can ask for an explanation of the data we collect from them and how we use it.

  • Receiving data: Users can ask for a copy of data that Rewalty collects from them with their consent or as necessary to provide our services.

  • Changing or updating data: Users can edit the name, phone number, email address, payment method and photo associated with their account through the Settings menu in Rewalty’s apps or driver portal. They may also ask that Rewalty change or update their data, including if they believe such data is inaccurate or incomplete.

  • Deleting data: Users may request deletion of their account at any time through the Settings > Privacy menus in the Rewalty app, or through Rewalty’s website (riders and delivery recipients here; drivers and delivery persons here).

Objections, restrictions and complaints: Users may request that we stop using all or some of their personal data, or that we limit our use of their data. Rewalty may continue to process data after such objection or request to the extent required or permitted by law.

In addition, depending on their location, users may have the right to file a complaint relating to Rewalty’s handling of their personal data with the data protection authority in their country. For example, users in the European Union and South America may submit such requests to the data protection authorities in the country in which they live.

5. Updates to this notice

We may occasionally update this notice. Use of our services after an update constitutes consent to the updated notice to the extent permitted by law.

We may occasionally update this notice. If we make significant changes, we will notify users in advance of the changes through the Rewalty apps or through other means, such as email. We encourage users to periodically review this notice for the latest information on our privacy practices.