UP! Privacy Policy

When you use Up!, you entrust us with some of your personal information. We place great importance on protecting your data and maintaining transparency in how it is used.

This policy explains what information we collect, how it is used and shared, and the options you have to manage your data. We encourage you to read this document carefully to understand our commitments to privacy and the protection of your personal information.

Introduction

A. Scope

This privacy policy applies when you use the Up! application or website to provide transportation services to passengers as a driver.

It explains how we collect, use, and share your data when you:

Provide transportation services to passengers via Up!.
Submit or complete an application to register as a professional driver.

This policy does not apply to the use of Up! by passengers. If you use the platform as a customer, please refer to our passenger-specific privacy policy.

Up! complies with the regulations in effect in the regions where its services are available. Data protection laws vary by country, so some practices described in this policy may differ depending on your location.

Data Collection and Use

A. Data Collected by Up!

Up! collects various categories of data to ensure the proper functioning of its services and to improve the driver experience. This data comes from multiple sources:

Information you provide
Data collected when you use our services
Information obtained from third-party sources

1. Data Provided by You

a. Account Information

We collect this information when you create or update your driver account on Up!:

Address
Banking information (for payment processing)
Email address
First and last name
Username and password
Phone number
Profile picture
Tax identification number (if required for payments and tax reporting)
User settings and preferences
Vehicle information (make, model, year)
License plate number
Vehicle Identification Number (VIN)
Vehicle insurance
Vehicle inspection certificate

b. Verification Information

During your registration, we may request documents or perform checks to confirm your eligibility as a professional driver:

Driving history and driver’s license status
Background check (if required by law)
Proof of residence
Right to work in the country of operation

c. Demographic Data

We collect certain demographic information if necessary to enable specific features, such as:

Age or date of birth (to verify eligibility for the activity)
Gender (for features like Up! Girl, which allows female passengers to choose female drivers)

d. Identity Verification

This data helps us secure your account and prevent identity theft:

Official documents (driver’s license, ID card, passport)
Real-time selfie, compared to the provided ID

e. User Content

We collect certain data when you interact with the platform or passengers, for example:

Communications with customer support
Ratings and comments left for passengers
Photos or recordings submitted for verification or support purposes

2. Data Collected During Service Use

a. Location Data

We collect your location when the Up! app is in use to ensure smooth trip operations and user safety.

Approximate location
Precise location (if permitted in your device settings)

b. Trip Information

This data is recorded for trip tracking, revenue calculation, and service optimization:

Earnings generated
Total number of trips and distance traveled
Driver activity statistics (acceptance rate, cancellations, etc.)
Trip details:

Date and time
Pickup and drop-off addresses
Distance traveled

c. Usage Data

We analyze app usage to improve its stability and detect potential issues:

App errors and crashes
Pages and features accessed
Dates and times of access

d. Device Data

This information helps us optimize app performance and ensure account security:

Device make and model
Operating system and version
IP address
Connection type (Wi-Fi, 4G/5G)
Advertising identifiers

e. Communication Data

When you communicate with a passenger through the Up! app (calls or messages), certain information may be recorded:

Type of communication (call or SMS)
Date and time of the conversation
Call recordings (only when the user is informed and consents)

f. Biometric Data

If necessary, we may use facial recognition to confirm your identity and protect your account from fraud:

Facial verification via selfie

3. Data from Other Sources

Up! may receive certain information from external sources to improve its services, ensure user safety, and comply with legal obligations.

a. Public Authorities and Government Agencies

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

Data collected:

Name and contact details
Information related to judicial or administrative proceedings
Data related to compliance with local regulations

b. Marketing Partners and Service Providers

Certain business partners and service providers share information with Up! to enhance the user experience and offer tailored promotions.

Data collected:

Activity on the platform
Name and contact details
User or device identifiers

c. Insurance and Vehicle Solution Providers

As part of managing insurance and vehicles, Up! may obtain information from insurance companies and fleet management or rental services.

Data collected:

Insurance and claims information
Extent of insurance coverage
Driver insurance status
Incident-related documents and records (photos, videos, dashcam footage)
Vehicle rental or purchase information

d. Partner Transportation Companies

If you work with a transportation company using Up!, we may receive certain information from your employer or fleet.

Data collected:

Driver and vehicle status
Trip assignments and schedule changes
Trip cancellations with associated reasons

e. Business Partners and API Integrations

Up! may receive data from other services linked to your account, including payment providers, social networks, or partner platforms using our APIs.

Data collected:

Information transmitted by providers for account and payment management
Login data via third-party platforms

f. Banks and Payment Services

If you use a bank card linked to an offer or partner program, we may receive information about its use.

Data collected:

Transaction history related to Up!

g. Claims and Disputes

We may obtain information provided by other users or third parties in the event of an incident reported through our customer service.

Data collected:

Name and contact details
Evidence related to disputes, accidents, or conflicts (e.g., photos, recordings)

h. Referral Programs

If a user refers you through a referral program, we receive certain information to validate the associated reward.

Data collected:

Name and contact details

B. Data Use

Up! uses the collected data to provide drivers and passengers with a seamless, secure, and optimized experience. We also use this data to:

Ensure user safety and detect fraudulent behavior.
Optimize matching between drivers and passengers.
Facilitate communication between drivers and their customers.
Provide efficient customer support and resolve potential issues.
Improve and develop our services through data analysis and user feedback.
Offer marketing and promotional communications, subject to your consent.
Comply with legal obligations and respond to judicial proceedings when necessary.

1. Service Provision and Improvement

Up! uses the collected data to ensure the platform operates smoothly, enhance the driver experience, and provide seamless and efficient service use.

a. Account Creation and Updates

We use your data to manage your driver account, verify your identity, and ensure compliance with professional requirements.

Data used:

Account information
Demographic data
Location

b. Service and Feature Activation

We use your data to:

Facilitate navigation to pickup and drop-off points.
Optimize matching with passengers.
Enable specific features, such as the Up! Girl option for female drivers and passengers.
Improve accessibility for drivers with specific needs.

Data used:

Account information
Vehicle data
Location
Trip information
Ratings and comments

c. Trip Fare Calculation

We use your data to determine trip prices based on various factors.

Data used:

Location
Trip information

d. Payment Processing

We use your data to manage payments and ensure transparency in driver earnings.

Data used:

Account information
Tax information (if necessary)
Earnings and payments
Trip information

e. Personalizing Your Driver Experience

We analyze your trips to offer opportunities tailored to your profile, such as recurring trips or routes in your preferred areas.

Data used:

Account information
Location
Trip history
Usage data

f. Issuing Invoices and Receipts

We use your data to generate your invoices and earnings summaries.

Data used:

Account information
Details of completed trips

g. Information and Updates

We inform you of changes to the terms and conditions, services, or Up! policies.

Data used:

Account information
Trip history

h. Insurance, Vehicle Management, and Financing Support

We may share certain data with partners to facilitate access to services such as:

Professional insurance tailored to drivers.
Vehicle rental or purchase solutions.
Financing options for professional drivers.

Data used:

Account information
Vehicle information
Identity verification
Trip history

i. Platform Maintenance and Improvement

We use technical data to fix bugs, optimize the app, and ensure a smooth experience for drivers.

Data used:

Account information
Device information
Usage data

2. Safety, Security, and Fraud Prevention

Up! uses certain data to protect drivers and passengers, prevent fraud, and ensure compliance with platform usage rules.

a. Account Verification and Platform Rule Compliance

We conduct checks to ensure that each driver meets safety criteria and complies with Up!’s Terms and Conditions and Community Guidelines. This includes:

Identity verification (driver’s license, ID card, professional documents).
Validation of your driving history (where permitted by law).
Account authenticity check via a real-time selfie, compared to the registered profile picture.
Analysis of reports from other users to ensure compliance with community rules.

Data used:

Account information
Biometric data (verification selfie)
Authentication and identity verification data
Official documents (ID, license)
User reports

b. Fraud Prevention, Detection, and Response

We use automated tools to detect and prevent fraud, including:

Detecting suspicious or hijacked accounts.
Verifying communications between users in case of unusual behavior.
Analyzing trips and abusive cancellations.

Data used:

Account information
Biometric data
Location
Trip history and cancellation rates
User communications
Device data (model, operating system)

c. Conflict Prevention and Matching Management

We analyze interactions between passengers and drivers to avoid problematic matches, such as when a passenger and driver previously gave each other very low ratings.

Data used:

Trip and rating history
Incident reports

d. Identifying Risky Driving Behaviors

We may analyze certain data to detect dangerous driving behaviors and encourage safer driving. In cases of repeated reports or risky behavior, a review may be conducted, potentially leading to account suspension.

Data used:

Device information
Trip history
Customer service reports

e. Real-Time Trip Assistance

We may provide real-time support in case of issues during a trip.

Data used:

Account information
Location
Trip details
Any security recordings provided by the driver or passenger

3. Marketing and Communication

Up! may use certain data to send promotional offers and enhance the visibility of its services.

a. Personalized Marketing Communications

We may send you offers tailored to your activity on the platform, such as:

Discounts on driver services (insurance, vehicle maintenance).
Notifications about high-demand trip opportunities.
Recommendations to optimize your earnings based on your trip history.

Data used:

Account information
Demographic data
Location
Trip history
App usage

b. Evaluating Marketing Campaign Effectiveness

We analyze the impact of marketing and advertising campaigns to improve their relevance.

Data used:

Account information
Device data
Usage history

4. User Communication

Up! allows drivers and passengers to communicate directly through the app to facilitate trip coordination.

Examples of use:

A passenger may call or message you to confirm a pickup location.
A passenger may contact you after a trip to retrieve a lost item.

Data used:

Account information
Device information
Trip details
Usage history

5. Customer Support and Assistance

Up! uses certain data to handle support requests and improve customer service quality.

Examples of use:

Responding to questions and resolving issues reported by drivers.
Tracking and analyzing incidents to enhance support.
Identifying trends and adjusting support procedures.

Data used:

Account information
Support communications
Identity verification data
Location and trip details
App usage data
User reports and submitted content

6. Research and Development

We use certain data to analyze and improve our services, develop new features, and enhance driver and passenger safety.

Examples of use:

Improving matching algorithms between drivers and passengers.
Developing fraud prevention and incident management tools.
Testing new features to enhance the driver experience.

Data used:

Account information
Communications with Up!
Demographic data (in compliance with regulations)
Device information
Trip and app interaction history

7. Non-Marketing Communications

Up! may send you non-commercial information about platform updates or topics affecting your driver activity.

Examples of use:

Sending information about legislative changes impacting ride-hailing activities.
Announcements about significant platform updates.

Data used:

Account information
Location
Trip history

8. Legal Obligations and Judicial Proceedings

We may use and share certain data to comply with legal or regulatory requirements or in the context of claims and disputes.

Examples of use:

Responding to requests from law enforcement or competent authorities.
Handling disputes between drivers and passengers.
Complying with tax and accounting obligations.

Data used:

Account information
Support communications
Identity verification data
Location and relevant trip data
Reports and claims

C. Automated Processes

Up! uses automated systems to optimize its services, enhance the driver experience, and ensure user safety. These technologies allow us to efficiently manage several key aspects, including:

Matching drivers and passengers based on various criteria (availability, proximity, trip history).
Calculating trip fares based on distance, estimated time, and traffic conditions.
Safety and fraud prevention, including real-time analysis to detect suspicious behavior and protect user accounts.

These processes ensure a smooth, optimized, and secure experience for all drivers and passengers using Up!.

This section details how the automated systems used by Up! work and their impact on your activity as a driver.

If you have any questions or concerns about these technologies, you can contact our support team via the app or website.

1. Matching

Up! uses advanced algorithms to ensure efficient matching between drivers and passengers based on several key criteria.

The matching process is triggered when a passenger requests a trip via the Up! app. Our algorithms analyze various factors to optimize this match, including:

Proximity between the driver and passenger.
The requested route and driver availability in the area.
Real-time traffic conditions.
Trip history, including user ratings and preferences.

When a trip is assigned to you, the request is sent to you and other nearby drivers. Once the trip is accepted, confirmation is sent to both the driver and the passenger.

Up! continually improves this process to optimize trips, reduce wait times, and provide the best possible experience for drivers and passengers.

2. Trip Fare Calculation

The fare for a trip on Up! is calculated transparently based on several factors:

A base fare.
Distance traveled.
Estimated trip duration.
Real-time traffic conditions.
Any tolls or additional fees.
Current demand in the area (dynamic pricing during high demand).

If the fare is displayed upfront, the price is determined before trip acceptance based on the factors above.

Unlike other platforms, Up! does not charge a commission on your trips. You receive the full amount paid by the passenger, with no hidden fees.

3. Safety, Prevention, and Fraud Detection

Up! implements automated systems and advanced algorithms to ensure driver and passenger safety, as well as to prevent fraud and misuse of the platform.

Our tools enable us to:

Detect account hacking attempts.
Identify and prevent unauthorized account sharing.
Spot forged or altered documents during registration.
Prevent the creation of fake accounts or duplicates.
Analyze suspicious behavior to ensure compliant and secure app usage.

Identity Verification and Account Security

Up! uses identity verification procedures to ensure that your account is used by you and not an unauthorized person.

This includes:

Real-time selfie verification: You may be asked to take a photo of yourself before going online.
Document analysis: We verify that your driver’s license and ID are valid, authentic, and not linked to another account.
Facial recognition (where legally permitted) to compare your selfie with your profile picture and confirm your identity.

If inconsistencies or suspicious documents are detected, a manual review will be conducted by our specialized support team. If a forged document or fraudulent account use is confirmed, the account may be deactivated. You will have the option to appeal this decision.

Suspicious Behavior Detection

Our tools analyze location data, usage patterns, and trip history in real time to identify unusual activities that may indicate fraud or non-compliant use.

For example, we may compare your historical data with real-time data to detect:

Abnormally short or repetitive trips that could suggest system manipulation.
Suspicious logins from unfamiliar devices or locations.
Usage patterns that deviate from typical driver behavior.

If potential fraudulent behavior is detected, Up! may temporarily restrict access to your account and require identity verification before allowing you to resume activity.

If you have questions or concerns about these processes, you can contact our support team via the app or website.