Privacy Policy

When you use Up!, you entrust us with your personal data. We are committed to maintaining your trust by ensuring transparency and security of your information.

This statement describes the personal data ("data") we collect, how we use and share it, and your choices regarding this data. We recommend reading this document carefully to understand our privacy practices.

Introduction

This notice describes how we collect and use your data when you request or receive services through the Up! application or our websites.

The notice particularly applies if you:

• Order or receive transportation services through your Up! account (a "passenger").
• Receive services requested by other account holders (a "guest user"), including if a friend, family member, or other individual user orders a ride for you.
• Receive a gift card or any other form of credit applicable to Up! services.

This notice does not describe the collection and use of your data if you use Up! to provide services as a driver. A separate notice details the collection and use of data for drivers.

Our privacy practices comply with applicable laws in the areas where we offer our services. Data protection requirements may vary depending on countries or regions. Therefore, if you travel across national or geographical boundaries, some data processing practices described in this notice may differ based on your country or territory of origin.

Data Collection and Use

A. Data Collected by Up!

Up! collects the following data:

1. Data you provide
2. Data collected when you use our services
3. Data from other sources

You can view a summary of the data we collect and how we use it by accessing our complete privacy policy.

1. Data You Provide

This includes:

a. Account Information

We collect data when you create an account:

• Email address
• First and last name
• Username and password
• Phone number
• Payment method (including associated payment verification information)
• Profile picture
• Settings (including accessibility settings) and preferences

b. Demographic Data

We collect demographic data if necessary to enable certain features. For example:

• We collect your age or date of birth to verify your eligibility to use certain services.
• We collect or infer your gender to enable the Up! Girl option, which allows female passengers to choose only female drivers, as well as for marketing and service personalization purposes.
• We may also collect demographic data through surveys.

Data collected:

• Age or date of birth
• Gender or assumed gender (inferred from first name)

c. Identity Verification Information

We collect this data to verify your account or identity:

• Government-issued identification documents, such as driver's license or passport (which may contain photos, identification numbers, expiration date, date of birth, and gender).
• User-submitted selfies for identity verification.

d. User Content

This data is collected when you:

• Contact Up! for help or to ask a question.
• Provide ratings or feedback to drivers or when drivers leave comments about you.
• Upload photos or recordings (including those submitted to customer support).

Data collected:

• Chat logs and call recordings with customer support
• Ratings or comments left by users or drivers
• Uploaded photos and recordings, including audio recordings if the safety option is enabled in the application
• Microphone and/or camera recording if the client encounters a dispute during their ride and activates one of these options.

e. Trip Information

We collect information about your trips when you use Up! to order a vehicle.

Data collected:

• Trip dates/times
• Pickup and drop-off addresses

2. Data Collected When You Use Our Services

This includes:

a. Location Data

If you order a ride, we track your driver's position during the trip and associate this data with your account. This allows us to display your position throughout the trip.

We may also determine your approximate location and, if you authorize us in your phone settings, collect your precise location. In this case, we collect your precise location:

• From the moment you order a ride until the end of the trip.
• When the Up! application is open on your phone screen.

You can use Up! without authorizing the collection of your precise location. However, this may make using the service less convenient, as you'll need to manually enter your pickup address.

Data collected:

• Approximate location
• Precise location (if authorized)

b. Trip Information

This is the information we collect about your trips made via Up!

Data collected:

• Payment information (including amount charged and payment method)
• Statistics derived from trip information, such as:
• Total number of trips
• Cancellation rate
• Average trips completed
• Trip details, including:
• Date and time
• Pickup and destination addresses
• Distance traveled

c. Usage Data

This data indicates how you interact with the application and Up! services.

Data collected:

• Application crashes and other system errors
• Access dates and times
• Features used in the application
• Pages viewed on the website
• Browser type used

d. Device Data

This data concerns the devices you use to access Up!

Data collected:

• Advertising identifiers
• IP address or other unique device identifiers
• Device model
• Mobile network data
• Operating systems and versions
• Preferred language

e. Communication Data

This data is collected when you communicate with a driver via the Up! application.

Data collected:

• Type of communication (phone call or text message)
• Content (including call recordings, only if users are informed in advance of the recording)
• Date and time of communications

3. Data from Other Sources

Up! may receive data from various external sources. Here are some examples:

a. Law Enforcement, Public Health Authorities, and Other Government Entities

We may receive information from authorities as part of official investigations.

Data collected:

• Name and contact information
• Information related to law enforcement, health, or other official investigations

b. Marketing Partners and Service Providers

This includes banks for cashback programs and data resellers.

Data collected:

• Activity information
• Name and contact information
• User or device identifiers

c. Verification and Fraud Prevention Service Providers

We use third-party providers to verify your identity and detect fraud.

Data collected:

• Confirmation that your account information is associated with a valid identity
• Name and contact information
• Mobile operator information linked to your phone number
• Information from official identification documents (driver's license, passport, etc.), including identification number, expiration date, date of birth, and gender

d. Up! Account Holders

This includes users who order a service for you (e.g., friends or family members).

Data collected:

• Name and contact information
• Trip information
• Location

e. Up! Business Partners (Account Creation and Access, API)

We may receive data from partner entities that allow you to create or access a Up! account, such as payment providers or services using the Up! API.

Data collected:

• Information transmitted by the business entity used to create or access your account

f. Business Partners (Credit or Debit Cards)

We may receive certain information from banks collaborating with Up! under specific agreements (e.g., cashback offers or co-branded cards).

Data collected:

• Debit or credit card activity information

g. Users or Third Parties Providing Information in Case of Claims or Disputes

We may receive information from other users or third parties (e.g., witnesses to a reported incident).

Data collected:

• Name
• Evidence related to incidents, disputes, or claims (this may include photos or recordings)

h. Users Participating in Up! Referral Programs

If a user recommends Up! to you through a referral program, we receive certain information about you.

Data collected:

• Name and contact information

B. How We Use Data

Up! uses the collected data to provide users with a convenient, secure, and reliable transportation service. We also use this data to:

• Improve service and user safety, and prevent and detect fraud.
• Conduct marketing and advertising activities to promote our services and special offers.
• Facilitate communication between users, particularly between drivers and passengers.
• Provide customer assistance and respond to help or support requests.
• Conduct research and develop new features to improve the user experience.
• Send non-commercial communications to users, such as service updates or important application-related information.
• Comply with legal obligations and participate in potential legal proceedings when required by law.

1. To Provide Our Services

Up! uses the collected data to offer, personalize, manage, and improve its services.

a. Creating and Updating Your Account

We use your data to create and update your user account.

Data used:

• Account information
• Demographic data
• Location

b. Enabling Services and Features

We use your data to:

• Enable navigation to pickup and destination locations, calculate estimated arrival time, and track trip progress.
• Connect you with an available driver when you order transportation.
• Enable sharing features, such as sharing estimated arrival time or your trip with a loved one.
• Enable accessibility features to improve the user experience.
• Facilitate and optimize trip bookings, particularly for scheduled rides.

Data used:

• Account information
• Data from other sources
• Demographic data
• Device information
• Ratings
• Trip data

c. Calculating Trip Prices

We use your data to calculate trip prices, taking into account several factors.

Data used:

• Location
• Trip information

d. Processing Payments and Managing Payment Methods

We use your data to process payments and ensure secure transactions.

Data used:

• Account information
• Demographic data
• Data from other sources
• Trip information

e. Personalizing Your Experience

We personalize your experience on Up! by offering, for example, trip suggestions based on your preferences and past trips.

Data used:

• Account information
• Demographic data
• Data from other sources
• Trip information

f. Providing Trip Updates and Generating Receipts

We use your data to send you updates about your ongoing trips and to send you receipts after each ride.

Data used:

• Account information
• Trip information

g. Communicating Important Updates

We inform you about changes to our terms and conditions, services, or policies.

Data used:

• Account information
• Trip information

h. Maintaining and Improving Services

We use your data to ensure service continuity and improvement by resolving potential bugs or technical issues.

Data used:

• Account information
• Device information
• Usage data

2. For Safety, Security, and Fraud Prevention and Detection

Up! uses data to ensure the security of its services and protect its users.

a. Account, Identity, and Security Requirements Verification

We use your data to:

• Verify your identity by comparing information provided during registration (name, email, phone number, date of birth, or payment information) with third-party databases.
• Verify that your account is being used by you and not by someone else:
• By collecting an official ID and verifying it to confirm its validity.
• By requesting a real-time selfie and comparing it to your ID photo.

Data used:

• Account information
• Data from other sources (third-party databases)
• Identity verification information
• User content

b. Fraud Prevention, Detection, and Combat

We use data to identify and prevent fraudulent behavior, including from guest users.

Data used:

• Account information
• User communications
• Data from other sources
• Device information
• Identity verification information
• Location
• Trip information
• Usage data

c. Avoiding Matching Users at Risk of Conflict

We analyze data to avoid matching users who have had negative interactions (e.g., very low ratings given to each other).

Data used:

• Account information
• Trip information (including cancellation rate)
• Usage data
• User content (ratings and reported incidents)

d. Live Assistance from Security Experts During Trips

We provide real-time assistance in case of security issues during a trip.

Data used:

• Account information (username, phone number, vehicle)
• Location
• Trip information
• User content

3. For Marketing and Advertising

Up! uses certain data (except for guest users) to promote its services and those of its partners.

a. Personalizing Marketing Communications and Advertisements

We may:

• Send push notifications suggesting destinations or promotional offers.
• Display personalized ads in the application or on other platforms.
• Offer discounts or promotions based on your usage history.

Data used:

• Account information
• Data from other sources
• Demographic data
• Device information
• Location
• Trip information
• Usage data

b. Displaying Targeted Ads Based on Trips

We may display ads in the application based on your current trips.

Data used:

• Account information
• Data from other sources
• Demographic data
• Device information
• Location
• Trip information
• Usage data

c. Evaluating Marketing Campaign Effectiveness

We analyze the impact of our advertising and marketing campaigns.

Data used:

• Account information
• Device information
• Usage data

4. To Enable Communication Between Users

Up! allows drivers and passengers to communicate when needed (confirming pickup location, retrieving a forgotten item, etc.).

Data used:

• Account information
• Device information
• Usage data

5. For Customer Support

We use data to:

• Resolve issues reported by users.
• Improve customer support processes.
• Identify users who may participate in support studies.

Data used:

• Account information
• Communications
• Device information
• Identity verification information
• Data from other sources
• Location
• Trip information
• Usage data
• User content
• Trip information

6. For Research and Development

We analyze data to improve our services and develop new features.

Data used:

• Account information
• Communications
• Demographic data
• Device information
• Identity verification information
• Data from other sources
• Location
• Trip information
• Usage data
• User content
• Trip information

7. For Non-Commercial Communications

This includes surveys or information about regulatory changes concerning ride-hailing services.

Data used:

• Account information
• Location

8. For Legal Proceedings and Obligations

We use data to:

• Review or handle disputes related to the use of Up! services.
• Comply with regulations and authority requests.

Data used:

• Account information
• Communications
• Demographic data
• Device information
• Identity verification information
• Data from other sources
• Location
• Trip information
• Usage data
• User content
• Trip information

C. Automated Processes

Up! uses automated processes to enable certain features essential to its services, including user matching, pricing, and fraud prevention and detection.

These processes allow Up! to offer a smooth and secure experience to its users.

This section describes how automated systems work related to:

• Matching (connecting passengers with available drivers).
• Pricing (calculating trip prices based on several factors).
• Fraud prevention and detection (analyzing suspicious behavior to protect users).

If you have questions or concerns about these processes, you can contact us through the support channels available in the Up! application.

1. Matching

Up! uses an intelligent system to efficiently connect passengers with available drivers. The goal is to optimize waiting times and improve trip efficiency.

When you request transportation via Up!, our algorithm analyzes several criteria to find the best possible match. These criteria include:

• Your position and destination.
• Driver proximity and availability.
• Real-time traffic conditions.
• Trip history, particularly if a passenger and driver have previously reported incompatibility.

Once the match is made, the request is sent to the selected driver. When they accept the ride, you receive a confirmation with trip details.

We continuously improve this process to provide an optimal experience for all users.

2. Price Determination

The price of a trip via Up! is automatically calculated taking into account several elements, including:

• Selected service category.
• Passenger location.
• Estimated trip duration and distance.
• Driver availability in the concerned area.
• Time of day and traffic conditions.
• Historical traffic trends and seasonal variations.

The final amount may also include:

• Any toll fees.
• Route adjustments.
• Promotions, discounts, and tips.

In certain situations, Up! applies dynamic pricing when demand exceeds the supply of available drivers in a specific area. This aims to encourage more drivers to go to the most active areas to balance supply and demand.

3. Fraud Prevention and Detection

Up! uses automated systems and artificial intelligence technologies to identify and prevent fraudulent behavior that could compromise the security of the platform and its users.

Our tools allow us to:

• Detect and block account hacking attempts.
• Identify suspicious behavior or unauthorized connections, particularly through unapproved third-party services.
• Protect payments and prevent fraudulent transactions.

How does fraud detection work? We analyze several types of data in real-time to identify anomalies, including:

• Application usage habits, to spot unusual behavior.
• Payment information, to detect potential fraudulent attempts.
• Location data, to ensure activity matches completed trips.
• Comparisons with usage history, to identify abnormal deviations.

If suspicious activity is detected, Up! may apply preventive measures, such as:

• Temporarily limiting application access.
• Requiring identity verification before validating access.

If you have questions or concerns about these measures, you can contact our support via the Up! application.

D. Cookies and Similar Technologies

Up! and its partners use cookies and other identification technologies on the application, website, emails, and online advertisements. These technologies are implemented for the purposes described in this privacy policy and in our cookie policy.

Cookies are small text files stored on browsers or devices by websites, applications, online platforms, and advertisements. Up! uses cookies and other similar technologies for various reasons, including:

• Authenticating users and securing account access.
• Remembering user preferences and settings for a personalized experience.
• Analyzing content popularity and optimizing our services.
• Evaluating and improving advertising campaign effectiveness.
• Studying usage trends and website traffic to better understand user behavior and preferences.

We may also collaborate with third parties to:

• Provide analytics and statistics about the use of our services.
• Deliver online advertisements, whether for Up! or partners.
• Track and measure advertising campaign performance.

These companies may use cookies, web beacons, tracking tools, and other technologies to identify devices used by visitors when they browse our site or interact with our online services.

To learn more about the use of cookies and other technologies, please consult our Cookie Policy.

E. Data Sharing and Disclosure

Up! shares certain information with other users when necessary to ensure the proper functioning of our services and their features. This sharing may occur:

• When connecting with a driver or passenger.
• At your request or with your explicit consent.
• When required for legal reasons, security, or in the context of claims and disputes.

We may also transmit certain information to our partners, subsidiaries, or collaborating entities when necessary to comply with our legal obligations or improve our services.

1. Data Sharing with Other Users

Up! shares certain information with other users when necessary to ensure the proper functioning of its services.

a. Sharing with Drivers

When you order a trip, we share certain information with the driver to facilitate pickup and trip progress.

Data shared with the driver:

• First name
• Rating from other users
• Pickup and destination addresses
• User preferences and settings

b. Sharing with Other Passengers (Shared Rides)

For shared rides, certain information may be visible to other passengers.

Data shared:

• First name

c. Sharing with Users Who Refer You

If a user refers you through a referral program, we may share information to calculate referral rewards.

Data shared:

• Number of trips completed

2. Data Sharing on Request or with Consent

We share certain information with third parties only with your agreement or when you use a specific feature involving this sharing.

a. Sharing Trip Information

You can choose to share your estimated arrival time and real-time location with your loved ones.

Data shared:

• Location
• Trip information

b. Sharing with Emergency Services

If needed, we allow you to transmit certain information to police, fire, or medical emergency services.

Data shared:

• Name
• Phone number
• Real-time location
• Trip details (pickup and destination addresses)

c. Sharing with Insurance Companies

If you are involved in an incident or file a trip-related claim, certain data may be shared with the relevant insurance companies.

Data shared:

• Account information
• User communications (in case of reported incident)
• Location
• Trip information

3. Data Sharing with Partners and Service Providers

Up! collaborates with several types of providers and partners to improve its services and ensure their proper functioning. These third parties may include:

• Professional service providers (accountants, consultants, lawyers).
• Advertising and marketing partners (social networks, advertising platforms).
• Cloud storage providers to secure data.
• Customer support services for user assistance.
• Payment service providers (e.g., banks and payment providers).
• Identity verification solutions to ensure account security.
• Research partners collaborating with Up! to improve services.
• Security providers helping detect and prevent fraud.
• Artificial intelligence providers contributing to user experience improvement.

4. Sharing with Up! Subsidiaries and Partners

We may share certain data with our subsidiaries or trusted partners to improve our services, ensure their proper functioning, or facilitate data processing on our behalf.

5. Legal Reasons, Claims, and Disputes

Up! may need to share personal data if necessary to comply with applicable laws, regulatory obligations, operating agreements, or in the context of legal proceedings or requests from authorities.

This includes sharing data with:

• Competent authorities (law enforcement, health authorities, or other government entities) when required by law.
• Insurance companies in case of claims or incidents involving a trip.
• Other third parties in the context of enforcing our terms and conditions or protecting users' rights and safety.

If a dispute arises regarding the use of a payment method belonging to a third party, certain data may be shared with the account holder concerned, in accordance with applicable regulations.

We may also share personal information with third parties in the context of a merger, acquisition, restructuring, or other major change in our company's organization.

F. Data Retention and Deletion

Up! retains your information as long as necessary for the purposes described in this policy. You have the option to request account deletion via the Up! application or website.

The data retention period varies based on several criteria, including:

• The type of information collected.
• The necessity of this data for proper service functioning.
• Applicable legal or regulatory obligations.

For example:

• Account information is retained as long as your profile is active and its use is necessary to provide our services.
• Transaction data may be stored for a defined period to meet tax, accounting, or legal obligations (for example, up to 7 years for certain accounting and tax obligations).

Account Deletion Request

You can request account deletion through the privacy settings in the application or on our website.

Once the request is validated, we proceed with deleting your account and data, unless their retention is necessary to:

• Comply with legal or regulatory obligations.
• Ensure user safety and security.
• Prevent fraud and abuse.
• Resolve ongoing disputes or claims (e.g., unresolved dispute or unpaid balance).

Generally, data is deleted within 90 days after request validation, unless necessary for one of the reasons mentioned above.

Your Rights and Preferences

Up! offers you the ability to access information collected about you and manage its use through several tools, including:

• Privacy settings, accessible in the application.
• Device access permissions, which you can adjust at any time (e.g., location, notifications).
• Rating and review pages, allowing you to view and manage received evaluations.
• Marketing and advertising preferences, which let you personalize the communications you receive.

You also have the ability to:

• Request access to your data or obtain a copy.
• Update or modify your personal information in your account.
• Request account deletion through privacy options.
• Restrict the processing of certain data, subject to legal and contractual obligations.

1. Privacy Settings

Up! allows you to manage your preferences regarding data collection and sharing directly from the application. You can adjust the following settings:

a. Location Data Collection

You can enable or disable the Up! application's access to your mobile device's location through your phone settings.

b. Real-time Location Sharing

You can authorize or block sharing your location with your driver by enabling or disabling this option in the application settings.

c. Gender Identity

If the application offers gender-specific services (like Up! Girl), you can update your preferences in your account settings.

d. Data Sharing with Emergency Services

You can authorize Up! to transmit certain information to emergency services if needed during a trip. This includes:

• Your name and phone number
• Your approximate position at the time of the emergency call
• Driver's vehicle information (make, model, license plate)
• Pickup and destination addresses

You can enable or disable this feature through the Security Center in the application.

e. Notifications: Promotions and News

You can choose to receive or disable push notifications related to Up! special offers and news.

f. Third-party Application Access

You have the ability to authorize or revoke third-party applications' access to your Up! account for additional services.

2. Device Access Permissions

Mobile operating systems (iOS, Android) impose restrictions on access to users' personal data (location, camera, microphone, etc.). Up! will request these permissions only when necessary for certain features. You can modify these settings at any time from your device.

3. Rating and Review Pages

After each trip, passengers and drivers can rate each other on a scale of 1 to 5 stars. Your average rating is visible in the Account section of the Up! application.

4. Marketing and Advertising Choices

a. Personalized Marketing Communications

You can choose whether to receive promotional communications via email, push notification, or in-app message.

b. Advertising Data Sharing and Tracking

You have the option to decline sharing your information with advertising partners for ad personalization.

c. Personalized Ads

Up! may use your trip and search history to offer you tailored recommendations and advertisements. You can manage these preferences in the application.

d. Cookies and Tracking Technologies

For more information on managing cookies and tracking tools, consult Up!'s Cookie Policy.

5. Data Access Requests and Personal Information Management

Up! offers several ways to view, modify, or delete your personal data.

a. Data Access and Portability

Depending on your country, you can request a copy of your personal data, including:

• Your profile and trip history
• Your account settings
• Your ratings and reviews

You can also download a summary of your main account information via the application.

b. Modify or Update Your Information

You can modify your name, phone number, email address, payment method, and profile picture in the Settings section of the application.

c. Account and Data Deletion

You can request account deletion through the privacy settings in the application or website. Once deletion is validated, your data will be erased, unless retention is necessary for legal, security, or ongoing dispute reasons.

d. Opposition and Restriction of Data Processing

You can request to limit the use of certain personal data, subject to legal and contractual obligations.

e. Complaints to Data Protection Authorities

Depending on your location, you have the right to file a complaint with competent authorities regarding the use of your personal data.

Legal Notice

A. Data Controller and Data Protection

The company operating the Up! application is the entity responsible for processing personal data collected when using our services.

Up! is committed to ensuring the confidentiality and protection of its users' information in accordance with current data protection regulations.

You can contact our Data Protection Officer (DPO) for any questions regarding the processing of your personal information and your privacy rights.

DPO Contact: [email protected]

B. Legal Bases for Using Your Data

Up!'s use of your personal data is based on different legal grounds, depending on your location and applicable regulations. These legal bases define under what conditions we are authorized to process your information.

1. Contract Performance

When you create an account and use Up! to order a ride, a contract is established according to our Terms and Conditions. We must process certain data to provide you with these services.

Usage examples:

• Creating and managing your user account.
• Connecting with a driver and tracking the trip.
• Calculating and displaying the ride price.
• Processing payments and sending receipts.
• Assistance and customer support.
• Notifications about your trip and terms and conditions updates.

2. Consent

In some cases, we ask for your explicit consent before collecting and using your personal data. You can withdraw this consent at any time from the application settings.

Usage examples:

• Personalizing ads and recommendations based on your preferences.
• Enabling real-time location sharing with a loved one.

3. Legitimate Interests

Up! may use certain data to improve the security and efficiency of its services, provided this does not compromise your privacy rights.

Usage examples:

• Fraud detection and prevention.
• Verifying your identity and protecting your account.
• Optimized matching to avoid conflicts between users.
• Live assistance in case of security issues during a trip.
• Evaluating marketing campaign and advertising effectiveness.
• Data analysis for continuous service improvement.

4. Legal Obligation

In some cases, Up! is required to process and retain certain data to comply with its legal and regulatory obligations.

Usage examples:

• Responding to requests from competent authorities (law enforcement, tax administration, etc.).
• Complying with accounting and tax regulations.