iAccompany Privacy Information – November 3, 2020
I. Introduction / II. Overview / III. Data collections and uses / IV. Choice and transparency / V. Updates to this notice
When you use iAccompany, you trust us with your personal data. We’re committed to keeping that trust. That starts with helping you understand our privacy practices.
This notice describes the personal data we collect, how it’s used and shared, and your choices regarding this data. We recommend that you read this along with our privacy overview, which highlights key points about our privacy practices.
Last modified: November 2, 2020
Effective date: November 2, 2020
Download previous version
This notice applies to users of iAccompany’s services anywhere in the world, including users of iAccompany’s apps, websites, features, or other services.
This notice describes how iAccompany 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, unless covered by a separate privacy notice. This notice specifically applies to:
Customers: individuals who request or receive accompany and/or transportation, including those who receive transportation requested by another individual
Associates: individuals who provide, or submit applications to iAccompany to provide accompany services individually or through partner transportation companies.
This notice also governs iAccompany’s other collections of personal data in connection with iAccompany’s services. For example, we may collect the contact information of individuals who use accounts owned by iAccompany or we may collect other personal data in connection with our mapping technology and features.
All those subject to this notice are referred to as “users” in this notice.
In addition, please note the following:
For users without an iAccompany account: The personal data of users who accept services arranged by the owners of an iAccompany account, is processed in accordance with our contract with the owner of that account, and not as otherwise described in this notice. Such processing may include sharing of customer location data with the owner of that account. Please contact the owner of such account for more information.
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. Please contact us through the addresses on our web site with any questions regarding our practices in a particular country or region.
B. Data controller and transfer
iAccompany is the data controller for the personal data collected in connection with use of iAccompany’s services anywhere in the world.
III. Data collections and uses
A. The data we collect
- Data provided by users to iAccompany, 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 iAccompany partners and third parties that use iAccompany APIs
The following data is collected by or on behalf of iAccompany:
1. Data provided by users. This includes:
User profile: We collect data when users create or update their iAccompany 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), government identification documents, including driver’s license numbers and images, medical information, birthdate, signature, and photo. We may use the photos submitted by customers and associates 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 associates. This may include information such as driver history or criminal record (where permitted by law), and right to work. This information may be collected by an authorized vendor on iAccompany’s behalf.
Demographic data: We may collect demographic data about users, including through user surveys. We may also receive demographic data about users from third parties.
User content: We collect the information users submit when they contact iAccompany customer support, provide ratings or compliments for associates, or otherwise contact iAccompany. This may include feedback, photographs or other recordings collected by users.
2. Data created during use of our services. This includes:
Location data: We collect precise or approximate location data from a user’s mobile device if enabled by the user to do so. For associates, iAccompany collects this data when the iAccompany app is running in the foreground (app open and on-screen) or background (app open but not on-screen) of their mobile device. For customers, iAccompany collects this data when the iAccompany app is running in the foreground. In certain regions, iAccompany may also collect this data when the iAccompany app is running in the background of the user’s mobile device. Customers may use the iAccompany apps without enabling iAccompany to collect location data from their mobile devices. However, this may affect some functionality available in the iAccompany apps. In addition, the location data collected from an associates device during a trip will be linked to the customer’s account, even if they have not enabled location data to be collected from their device, including for purposes of receipt generation, customer support, fraud detection, insurance, and litigation.
Transaction information: We collect transaction information related to the use of our services, including the type of services requested or provided, order details, travel information, date and time the service was provided, amount charged, distance traveled, 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 may enable users to communicate with each other and iAccompany through iAccompany’s mobile apps and websites. For example, we may enable associates and customers, to call, text, or send other files to each other (generally without disclosing their telephone numbers to each other). To provide this service, iAccompany receives some data regarding the calls, texts, or other communications, including the date and time of the communications and the content of the communications. iAccompany 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.
3. 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.
iAccompany 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.
Users or others providing information in connection with claims or disputes.
iAccompany business partners through which users create or access their iAccompany account, such as payment providers, social media services, or apps or websites that use iAccompany’s APIs or whose APIs iAccompany uses.
Vendors who help us verify users’ identity, background information, and eligibility to work, for regulatory, safety, and security purposes.
Partner transportation companies (for drivers or delivery partners who use our services through an account associated with such a company).
Publicly available sources.
Marketing service providers.
iAccompany may combine the data collected from these sources with other data in its possession.
B. How we use personal data
iAccompany collects and uses data to enable reliable and convenient provision of 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
iAccompany does not sell or share user personal data with third parties for their direct marketing, except with users’ consent.
iAccompany uses the data it collects for purposes including:
1. Providing services and features. iAccompany uses the data we collect to provide, personalize, maintain, and improve our products and services.
This includes using the data to:
Create and update users’ accounts.
Verify associate’s identity, background history, and eligibility to work.
Offer, process, or facilitate payments for our services.
Offer, obtain, provide, or facilitate insurance, invoicing, or financing solutions in connection with our services.
Track and share the progress of service delivery.
Enable features that allow users to share information with other people, such as when customers submit a compliment about an associate, refer a friend to iAccompany, or share ETA and location with their contacts.
Enable features to personalize users’ iAccompany accounts, such as creating bookmarks for favorite places, and to enable quick access to previous destinations.
Enable Accessibility features that make it easier for users with disabilities to use our services.
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 analyze usage and activity trends.
2. Safety and security. We use personal data to help maintain the safety, security, and integrity of our services and users. This includes:
Screening customers and associates 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 users.
Using data from associates devices to help identify unsafe or undesirable behavior.
Using device, location, profile, usage, and other data to prevent, detect, and combat fraud or unsafe activities.
Using user ratings and feedback to encourage compliance with our Community Guidelines and as grounds for deactivating associates with low ratings or who otherwise violated such guidelines in certain areas.
3. Customer support. iAccompany 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
4. 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.
5. Enabling communications between users.
6. Marketing. iAccompany may use the data we collect to market our services to our users. This includes sending users communications about iAccompany services, features, promotions, sweepstakes, studies, surveys, news, updates, and events.
We may also send communications to our users about products and services offered by iAccompany partners. Although we may send users communications about iAccompany 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 personalize the marketing communications (including advertisements) that we send, including based on user location, past use of iAccompany’s services, and user preferences and settings.
We may also send users communications regarding elections, ballots, referenda, and other political and notice processes that relate to our services. For example, iAccompany may notify some users by email of ballot measures or pending legislation relating to the availability of iAccompany’s services in those users’ areas.
7. Non-marketing communications. iAccompany 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 iAccompany or its partners.
8. Legal proceedings and requirements. We may use the personal data we collect to investigate or address claims or disputes relating to use of iAccompany’s services, or as otherwise allowed by applicable law, or as requested by regulators, government entities, and official inquiries.
9. Automated decision-making
We use personal data to make automated decisions relating to use of our services. This includes:
Enabling dynamic pricing, in which the price of services is determined based on constantly varying factors such as the number of customers and associates using iAccompany at any given moment.
Matching available associates to customers requesting services. Users can be matched based on availability, proximity, and other factors.
Determining associates satisfaction ratings, and deactivating associates with low ratings. Deactivating users who are identified as having engaged in fraud or activities that may otherwise harm iAccompany, its users, and others. In some cases, such behavior may result in automatic deactivation.
Using associate location information, and communications between customers and associates, to identify cancellation fees earned or induced through fraud.
To object to a deactivation resulting from these processes, please contact iAccompany customer support.
C. Cookies and third-party technologies
Remembering user preferences and settings
Determining the popularity of content
Delivering and measuring the effectiveness of advertising campaigns
Analyzing site traffic and trends, and generally understanding the online behaviors and interests of people who interact with our services
D. Data sharing and disclosure
Some of iAccompany’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.
iAccompany may share the data we collect:
1. With other users
This includes sharing:
Customers first name, rating, and pickup and/or dropoff locations with associates.
For associates, we may share data with the customer, including name and photo; average rating provided by users; total number of trips; length of use of the iAccompany app; contact information (depending upon applicable laws); and associate profile, including compliments and other feedback submitted by past users. We also provide customers with receipts containing information such as a breakdown of amounts charged, associate first name, photo, route map, and such other information required on invoices in the particular country or region.
For those who participate in iAccompany’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.
2. At the user’s request
This includes sharing data with:
Other people at the user’s request. For example, we may share a customers ETA and location with a friend when requested by that user.
iAccompany business partners. For example, if a user requests a service through a partnership or promotional offering made by a third party, iAccompany may share certain data with those third parties. This may include, for example, other services, platforms, apps or websites that integrate with our APIs; those with an API or service with which we integrate; or other iAccompany business partners and their users in connection with promotions, contests, or specialized services.
3. With the general public
Questions or comments from users submitted through public forums such as iAccompany blogs and iAccompany social media pages may be viewable by the public, including any personal data included in the questions or comments submitted by a user.
4. With the iAccompany account owner
If a user requests services using an account owned by another party, we may share their request information, including real-time location data, with the owner of that account. This may occur when a customer engages in services arranged by a friend or under a Family Profile
5. With iAccompany subsidiaries and affiliates
We share data with our subsidiaries and affiliates to help us provide our services or conduct data processing on our behalf. This may include the storage of data in Canada or the United States on behalf of international subsidiaries and affiliates.
6. With iAccompany service providers and business partners
iAccompany 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 (associates only)
Cloud storage providers
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 iAccompany or on iAccompany’s behalf
Vendors that assist iAccompany to enhance the safety and security of its apps
Consultants, lawyers, accountants, and other professional service providers
Insurance and financing partners
7. For legal reasons or in the event of a dispute
iAccompany may share users’ personal data if we believe it’s required by applicable law, regulation, operating license or agreement, legal process or governmental request, 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, or other third parties as necessary to enforce our Terms of Service, user agreements, or other policies; to protect iAccompany’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 service information, with the owner of that credit card.
This also includes sharing personal data with others in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.
8. With consent
iAccompany 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.
E. Data retention and deletion
iAccompany retains user profile, transaction, and other personal data for as long as a user maintains their iAccompany account.
iAccompany may retain certain user data after receiving an account deletion request if necessary, such as to comply with legal requirements.
iAccompany retains user profile, transaction, and other information for as long as a user maintains their iAccompany account. For associates, iAccompany retains and background check information (to the extent permitted by law) for as long as they maintain their iAccompany account.
Customers may request deletion of their account at any time through the the iAccompany app, or through iAccompany’s Customer Service. Following such requests, iAccompany deletes the data that it is not required to retain for purposes of regulatory, tax, insurance, litigation, or other legal requirements. Some location, device, and usage data may be retained for a minimum of 7 years. While such data is retained, it may also be used for purposes of safety, security, fraud prevention and detection, and research and development. In certain circumstances, iAccompany may be unable to delete a user’s account, such as if there’s an outstanding credit on the account or an unresolved claim or dispute. Upon resolution of the issue preventing deletion, iAccompany will delete the account as described above.
iAccompany may also retain certain information if necessary for purposes of safety, security, and fraud prevention. If iAccompany deactivates a user’s account because of unsafe behavior or security incidents, iAccompany may retain certain information about that account to prevent that user from opening a new iAccompany account in the future.
F. 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 iAccompany’s legitimate interests or those of other parties, to fulfill 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:
a. 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 information, which is used to verify an applicant’s eligibility to be an associate
Associate location data, which we use to track location
Usage data, which is necessary to maintain, optimize, and enhance iAccompany’s services, including to determine incentives and connect customers and associates
Information relating to customer support
b. For purposes of the legitimate interests of iAccompany or other parties
This includes using personal data to maintain and enhance our users’ safety and security. Personal data may be used to prevent use of our services by users who have engaged in inappropriate or dangerous behavior, such as by retaining data of banned users to prevent their use of iAccompany’s apps. We also use usage data to prevent matching of associates and customers 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 iAccompany’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.
c. To fulfill iAccompany’s legal obligations
iAccompany is subject to laws and regulations in many cities and countries that require it to collect and retain data about our users’ trips, and to provide copies of such data to the government or other authorities. We collect and use personal data to comply with such laws.
iAccompany may also share data with law enforcement regarding criminal acts or threats to public safety, or requests by third parties pursuant to legal processes.
d. With consent
iAccompany 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.
IV. Choice and transparency
iAccompany enables users to access and control the data that iAccompany collects, including through:
In-app ratings pages
iAccompany also enables users to request access to or copies of their data, changes or updates to their accounts, deletion of their accounts, or that iAccompany restrict its processing of user personal data.
A. Privacy settings
Settings menus in the iAccompany app for customers give them the ability to set or update their location-sharing preferences and their preferences for receiving mobile notifications from iAccompany. Information about these settings, how to set or change these settings, and the effect of turning off these settings is described below.
iAccompany uses customers device location services to make it easier to get services whenever required. Location data helps improve our services, including pickups, navigation, and customer support.
Customers may enable or disallow iAccompany to collect location data from their mobile devices through the menus in the iAccompany app. Customers can enable or disallow such collections through the settings on their mobile device.
Share Live Location (customers)
Customers who have enabled iAccompany to collect location data from their mobile device may also enable iAccompany to share their location with their associate from the time the service is requested to the end of service.
Customers may enable or disable this feature through the menus in the iAccompany app.
Emergency Data Sharing (customers)
Customers who have enabled iAccompany 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 customers name and phone number; pickup and dropoff locations; and the associates name.
Customers may enable or disable this feature through the menus in the iAccompany app.
Notifications: account and trip updates
iAccompany provides users with service status notifications and updates related to activity on their account. These notifications are a necessary part of using the iAccompany app and cannot be disabled. However, users may choose the method by which they receive these notifications through the iAccompany app.
Notifications: discounts and news
Users may enable iAccompany to send push notifications about discounts and news from iAccompany. Push notifications may be enabled or disabled through the menus in the iAccompany app.
B. 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 iAccompany 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 iAccompany app seeks before their first use of the app, and use of the app constitutes a grant of such permission.
C. Ratings look-up
After every service, customers and associates 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, customer ratings are available to associates from whom they request services, and associate ratings are available to their customers.
This 2-way system holds everyone accountable for their behavior. Accountability helps create a respectful, safe environment for customers and associates. Customers can see their average rating in the iAccompany app. Associates can see their average rating after tapping their profile photo in the iAccompany app.
D. Marketing opt-outs
Users may opt out of receiving promotional emails from iAccompany. Users may also opt out of receiving emails and other messages from iAccompany by following the unsubscribe instructions in those messages. We may still send users who have opted out non-promotional communications, such as receipts for service or information about their account.
E. User data requests
iAccompany provides users with a variety of ways to learn about, control, and submit questions and comments about iAccompany’s handling of their data. To make a request, please go to the website.
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 iAccompany 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 iAccompany’s apps or web site. They may also ask that iAccompany 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 iAccompany app, or through iAccompany’s website.
Objections, restrictions, and complaints: Users may request we stop using all or some of their personal data, or that we limit our use of their data. iAccompany 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 iAccompany’s handling of their personal data with the data protection authority in their country.
V. 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. If we make significant changes, we will notify users in advance of the changes through the iAccompany apps or through other means, such as email. We encourage users to periodically review this notice for the latest information on our privacy practices. After such notice, use of our services by users will be understood as consent to the updates to the extent permitted by law.