Introduction
When you use DialKiwi, you trust us with your information. We are committed to keeping that trust. That starts with helping you understand our privacy practices.
This policy describes the information we collect, how it is used and shared, and your choices regarding this information. We recommend that you read this along with our Privacy Overview, which highlights key points about our privacy practices (including what information we collect, when we collect it and how we use it).
Data collection and use
Scope
SUMMARY
This policy applies to users of DialKiwi's services anywhere in the world, including users of DialKiwi's apps, websites, features or other services.
This policy describes how DialKiwi and its affiliates collect and use personal information to provide our services. This policy applies to all users of our apps, websites, features or other services anywhere in the world, unless covered by a separate privacy policy. This policy specifically applies to:
Riders: users who request or receive transport
Drivers: users who provide transport individually or through partner transport companies
Delivery recipients: users who request deliveries of food or other items
Delivery partners: users who provide delivery services
This policy also applies to those who provide information to DialKiwi in connection with an application to use our services, or whose information DialKiwi otherwise receives in connection with its services. All those subject to this policy are referred to as “users” for purposes of this policy.
The practices described in this policy are subject to applicable laws in the places in which we operate. This means that we only engage in the practices described in this policy in a particular country or region if permitted under the laws of those places. Please contact us if you have questions on our practices in your country or region.
Data controller
SUMMARY
The data controller is:
DialKiwi
Ltd
356
Ellerslie-panmure Highway, Mount Wellington, Auckland, 1060 , New
Zealand
Questions, comments and complaints about DialKiwi's data practices can be submitted to DialKiwi's data protection office.
The information we collect
SUMMARY
DialKiwi collects:
Information that you provide to DialKiwi, such as when you create your DialKiwi account.
Information created when you use our services, such as location, usage and device information.
Information from other sources, such as DialKiwi partners and third parties that use DialKiwi APIs.
The following information is collected by or on behalf of DialKiwi:
1 Information you provide
This may include:
User profile: We collect information when you create or update your DialKiwi account. This may include your name, email address, phone number, login name and password, address, payment or banking information (including related payment verification information), government identification numbers such as Social Security number, driving licence or passport if required by law, date of birth, photo and signature. This also includes driver vehicle or insurance information. This also includes the preferences and settings that you enable for your DialKiwi account.
Background check information: We may collect background check information if you sign up to use DialKiwi’s services as a driver or delivery partner. This may include information such as your driving history or criminal record (where permitted by law). This information may be collected by a vendor on DialKiwi’s behalf.
Demographic data: We may collect demographic information about you, including through user surveys. In some countries, we may also receive demographic information about you from third parties.
User content: We may collect information that you submit when you contact DialKiwi customer support, provide ratings or compliments for other users, or otherwise contact DialKiwi.
2 Information created when you use our services
This may include:
If you are a driver or delivery partner, DialKiwi collects location information when the DialKiwi app is running in the foreground (app open and onscreen) or background (app open but not onscreen) of your device.
If you are a rider and have provided permission for the processing of location data, DialKiwi collects location information when the DialKiwi app is running in the foreground. In certain regions, DialKiwi also collects this information when the DialKiwi app is running in the background of your device if this collection is enabled through your app settings or device permissions.
Riders and delivery recipients can use the DialKiwi app without allowing DialKiwi to collect their location information. However, this may affect the functionality available on your DialKiwi app. For example, if you do not allow DialKiwi to collect your location information, you will have to enter your pick-up address manually. In addition, location information will be collected from the driver during your trip and linked to your account, even if you have not allowed DialKiwi to collect your location information.
Transaction information
We collect transaction details related to your use of our services, including the type of services you requested or provided, your order details, delivery information, date and time the service was provided, amount charged, distance travelled, and payment method. Also, if someone uses your promotion code, we may associate your name with that person.
Usage information
We collect information about how you interact with our services. This includes information 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 you were using before interacting with our services. In some cases, we collect this information through cookies, pixel tags and similar technologies that create and maintain unique identifiers. To find out more about these technologies, please see our Cookie Statement.
Device information
We may collect information about the devices you use to access our services, including the hardware models, device IP address, operating systems and versions, software, file names and versions, preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion information, and mobile network information.
Communications data
We
enable users to communicate with each other and DialKiwi via the
DialKiwi apps, websites and other services. For example, we enable
drivers and riders, and delivery partners and recipients, to call or
text each other (in some countries, without disclosing their
telephone numbers to each other). To provide this service, DialKiwi
receives some information regarding the calls or texts, including the
date and time of the call/text and the content of the communications.
DialKiwi may also use this information 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 Information from other sources
This may include:
User feedback, such as ratings or compliments.
Users providing your information in connection with referral programmes.
Users requesting services for you or on your behalf.
Users or others providing information in connection with claims or disputes.
DialKiwi business partners through which you create or access your DialKiwi account, such as payment providers, social media services, on-demand music services, or apps or websites who use DialKiwi’s APIs or whose APIs DialKiwi uses (such as when you order a trip on Google Maps).
Insurance providers (if you are a driver or delivery partner).
Financial services providers (if you are a driver or delivery partner).
Partner transport companies (if you are a driver who uses our services through an account associated with such a company).
The owner of an associated Dialkiwi profile that you use.
Publicly available sources.
Marketing service providers.
DialKiwi may combine the information collected from these sources with other information in its possession.
How we use your information
SUMMARY
DialKiwi collects and uses information to enable reliable and convenient transportation, delivery and other products and services. We also use the information we collect:
To enhance the safety and security of our users and services
For customer support
For research and development
To enable communications to or between users
To provide promotions or contests
In connection with legal proceedings
DialKiwi does not sell or share your personal information to third parties for third party direct marketing purposes.
DialKiwi uses the information it collects for purposes including:
1 Providing services and features
DialKiwi uses the information we collect to provide, personalise, maintain and improve our products and services. This includes using the information to:
Create and update your account.
Verify your identity.
Enable transport, deliveries and other services. This includes automated processing of your information to enable Dynamic Pricing, where the price of a trip is determined based on constantly varying factors such as the estimated time and distance of the predicted route, estimated traffic, and the number of riders and drivers using DialKiwi at a given time.
Process or facilitate payments for those services.
Offer, obtain, provide or facilitate insurance or financing solutions in connection with our services. Track the progress of your trip or delivery.
Enable features that allow you to share information with other people, such as when you submit a compliment about a driver, refer a friend to DialKiwi, split fares or share your ETA.
Enable features to personalise your DialKiwi account, such as creating bookmarks for your favourite places, and to enable quick access to previous destinations.
Enable accessibility features that make it easier for users with disabilities to use our services, such as those that enable deaf or hard-of-hearing drivers to alert their riders of their disabilities, allow only text messages from riders, and to receive flashing trip request notifications instead of sound notifications.
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.
2 Safety and security
We use your data to help maintain the safety, security and integrity of our services and users. This includes, for example:
3 Customer support
DialKiwi uses the information we collect (including recordings of customer support calls after notice to you and with your consent) to assist you when you contact our customer support services, including to:
Direct your questions to the appropriate customer support person
Investigate and address your concerns
Monitor and improve our customer support responses
4 Research and development
We may use the information we collect for testing, research, analysis and product development. This allows us to improve and enhance the safety and security of our services, develop new features and products, and facilitate insurance and finance solutions in connection with our services.
5 Communications among users
DialKiwi uses the information we collect to enable communications between our users. For example, a driver may text or call a rider to confirm a pick-up location, or a restaurant or delivery partner may call a delivery recipient with information about their order.
6 Communications from DialKiwi
DialKiwi may use the information we collect to communicate with you about products, services, promotions, studies, surveys, news, updates and events. DialKiwi may also use the information to promote and process competitions and sweepstakes, fulfil any related awards, and serve you relevant ads and content about our services and those of our business partners. You may receive some of these communications based on your profile as an DialKiwi user.
DialKiwi may also use the information to inform you about elections, ballots, referendums and other political and policy processes that relate to our services.
7 Legal proceedings and requirements
We may use the information we collect to investigate or address claims or disputes relating to your use of DialKiwi's services, or as otherwise allowed by applicable law, or as requested by regulators, government entities and official enquiries.
Cookies and third-party technologies
SUMMARY
DialKiwi and its partners use cookies and other identification technologies on our apps, websites, emails and online ads for purposes described in this policy.
Cookies are small text files that are stored on your browser or device by websites, apps, online media and advertisements. DialKiwi 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 behaviour 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 your device when you visit our site and use our services, as well as when you visit other online sites and services. Please see our Cookie Statement for more information regarding the use of cookies and other technologies described in this section, including regarding your choices relating to such technologies.
Information sharing and disclosure
SUMMARY
Some of DialKiwi's products, services and features require that we share information with other users or at your request. We may also share your information with our affiliates, subsidiaries and business partners, for legal reasons or in connection with claims or disputes.
DialKiwi
may share the information we collect:
1 With other users
For example, if you are a rider, we may share your first name, average rider rating given by drivers, and pick-up and/or drop-off locations with drivers. If you share an DialKiwiPool trip with another rider, that rider may be told your name and may see your pick-up and/or drop-off location.
If you are a driver or delivery partner, we may share information with your rider(s) including your name and photo; your vehicle make, model, colour, number plate and photo; location; average rating provided by riders; total number of trips; for how long you have been using the DialKiwi app; contact information (depending upon applicable laws). If you choose to complete a driver profile, we may also share any information associated with that profile, including information that you submit and compliments that past riders have submitted about you. The rider/delivery recipient will also receive a receipt containing information such as a breakdown of amounts charged, your first name and photo, and a map of the route you took.
2 At your request
This includes sharing your information with:
Other people at your request. For example, we may share your ETA and location with a friend at your request, or your trip information when you split a fare with a friend.
DialKiwi business partners. For example, if you requested a service through a partnership or promotional offering made by a third party, DialKiwi may share your information with those third parties. This may include, for example, other apps or websites that integrate with our APIs, vehicle suppliers or services, or those with an API or service with which we integrate, or business partners with whom DialKiwi may partner to deliver a promotion, competition or specialised service.
3 With the general public when you submit content to a public forum
We love hearing from our users, including through public forums such as DialKiwi blogs, social media and certain features on our network. When you communicate with us via these channels, your communications may be viewable by the public
4 With the owner of DialKiwi accounts that you may use
If you use a profile associated with another party, we may share your trip information with the owner of that profile. This occurs, for example, if you are:
A driver using an account owned by a partner transport company.
A rider who takes a trip arranged by a friend or under a family profile.
A delivery partner acting as a substitute
5 With DialKiwi subsidiaries and affiliates
We share information with our subsidiaries and affiliates to help us provide our services or conduct data processing on our behalf. For example, DialKiwi processes and stores information in the United States on behalf of its international subsidiaries and affiliates.
6 With DialKiwi service providers and business partners
DialKiwi may provide information to its vendors, consultants, marketing partners, research firms, and other service providers or business partners. This may include, for example:
Payment processors and facilitators.
Background check providers (drivers and delivery partners only).
Cloud storage providers.
Marketing partners and marketing platform providers.
Data analytics providers.
Research partners, including those performing surveys or research projects in partnership with DialKiwi or on DialKiwi’s behalf.
Vendors that assist DialKiwi to enhance the safety and security of its apps.
Consultants, lawyers, accountants and other professional service providers.
Fleet partners.
Insurance and financing partners.
Airports.
Taxi and other local providers.
Restaurant partners.
Vehicle solution vendors or third-party vehicle suppliers.
7 For legal reasons or in the event of a dispute
DialKiwi may share your information if we believe it is required by applicable law, regulation, operating agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to safety or similar concerns.
This includes sharing your information with law enforcement officials, 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 DialKiwi’s rights or property or the rights, safety or property of others, or in the event of a claim or dispute relating to your use of our services. If you use another person’s credit card, we may be required by law to share information with that credit card holder, including trip information.
This also includes sharing your information 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.
Please see DialKiwi's Guidelines for Law Enforcement Agencies for more information.
8 With your consent
DialKiwi may share your information other than as described in this policy if we notify you and you consent to the sharing.
Information retention and deletion
SUMMARY
DialKiwi retains user profile and other information for as long as you maintain your DialKiwi account.
DialKiwi retains transaction, location, usage and other information for 7 years in connection with regulatory, tax, insurance or other requirements in the places in which it operates. DialKiwi thereafter deletes or anonymises such information in accordance with applicable laws.
Users may request deletion of their accounts at any time. Following such request, DialKiwi deletes the information that it is not required to retain, and restricts access to or use of any information it is required to retain.
DialKiwi requires user profile information in order to provide its services. It retains such information for as long you maintain your DialKiwi account.
DialKiwi retains certain information, including transaction, location, device and usage information, for a minimum of 7 years in connection with regulatory, tax, insurance and other requirements in the places in which it operates. Once such information is no longer necessary to provide DialKiwi's services, enable customer support, to enhance the user experience or for other operational purposes, DialKiwi takes steps to prevent access to or use of such information for any purpose other than compliance with these requirements or for purposes of safety, security and fraud prevention and detection.
You may request deletion of your account at any time through the privacy settings in the DialKiwi app or via DialKiwi's website.
Following such a request, DialKiwi deletes the information that it is not required to retain. In certain circumstances, DialKiwi may be unable to delete your account, such as if there is an outstanding credit on your account or an unresolved claim or dispute. Upon resolution of the issue preventing deletion, DialKiwi will delete your account as described above.
DialKiwi may also retain certain information if necessary for its legitimate business interests, such as fraud prevention and enhancing users' safety and security. For example, if DialKiwi shuts down a user's account because of unsafe behaviour or security incidents, DialKiwi may retain certain information about that account to prevent that user from opening a new DialKiwi account in the future.
DialKiwi retains certain information, including transaction, location, device and usage information, for a minimum of 7 years in connection with regulatory, tax, insurance and other requirements in the places in which it operates. Once such information is no longer necessary to provide DialKiwi's services, enable customer support, to enhance the user experience or for other operational purposes, DialKiwi takes steps to prevent access to or use of such information for any purpose other than compliance with these requirements or for purposes of safety, security and fraud prevention and detection.You may request deletion of your account at any time through the privacy settings in the DialKiwi app or via DialKiwi's website. Following such a request, DialKiwi deletes the information that it is not required to retain. In certain circumstances, DialKiwi may be unable to delete your account, such as if there is an outstanding credit on your account or an unresolved claim or dispute. Upon resolution of the issue preventing deletion, DialKiwi will delete your account as described above. DialKiwi may also retain certain information if necessary for its legitimate business interests, such as fraud prevention and enhancing users' safety and security. For example, if DialKiwi shuts down a user's account because of unsafe behaviour or security incidents, DialKiwi may retain certain information about that account to prevent that user from opening a new DialKiwi account in the future.
Choice and transparency
SUMMARY
DialKiwi provides the means for you to see and control the information that DialKiwi collects, including through:
in-app privacy settings
device permissions
in-app ratings pages
marketing opt-outs
You can also ask DialKiwi to provide you with explanation, copies or correction of your data.
A. PRIVACY SETTINGS
The Privacy Settings menu in the DialKiwi Rider app gives users the ability to set or update their location and contacts sharing preferences, and their preferences for receiving mobile notifications from DialKiwi. Information on these settings, how to set or change these settings, and the effect of turning off these settings are described below.
Location information
DialKiwi uses riders’ device location services to make it easier to get a safe, reliable trip whenever you need one. Location data helps improve our services, including pick-ups, navigation and customer support.
You can enable/disable or adjust DialKiwi's collection of rider location information at any time through the Privacy Settings menu in the DialKiwi app, or via the settings on your mobile device. If you disable the device location services on your device, your use of the DialKiwi app will be affected. For example, you will need to enter your pick-up or drop-off locations manually. In addition, location information will be collected from the driver during your trip and linked to your account, even if you have not enabled DialKiwi to collect your location information.
Share live location (riders)
If you have enabled the device location services on your mobile device, you can also enable DialKiwi to share your location with your driver from the time you request a trip to the start of your trip. This makes it easier for your driver to pick you up.
You can enable/disable location sharing with your driver at any time through the Privacy Settings menu in the DialKiwi app. You can use the DialKiwi app if you have not enabled location sharing, but it may be more difficult for your driver to locate you.
Notifications: Account and trip updates
DialKiwi provides users with trip status notifications and updates related to your account. These notifications are a necessary part of using the DialKiwi app and cannot be disabled. However, you can choose the method by which you receive these notifications through the Privacy Settings menu in the DialKiwi app.
Notifications: Discounts and news
You can enable DialKiwi to send you push notifications about discounts and news from DialKiwi. You can enable/disable these notifications at any time through the Privacy Settings menu in the DialKiwi app.
B. DEVICE PERMISSIONS
Most mobile platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without your consent. These platforms have different permission systems for obtaining your consent. The iOS platform will alert you the first time the DialKiwi app wants permission to access certain types of data and will let you consent (or not consent) to that request. Android devices will notify you of the permissions that the DialKiwi app seeks before you first use the app, and your use of the app constitutes your consent.
C. RATINGS LOOK-UP
After every trip, drivers and riders are able to give feedback on how the trip went. This two-way system holds everyone accountable for their behaviour. Accountability helps create a respectful, safe environment for both drivers and riders. Your rider feedback is available in the main menu of the DialKiwi Rider app. Your driver feedback is available in the Ratings tab of the DialKiwi Partner app.
D. EXPLANATIONS, COPIES AND CORRECTION
You can ask DialKiwi to:
Provide a detailed explanation regarding the information DialKiwi has collected about you and how it uses that information.
Send you a copy of the information DialKiwi has collected about you.
Correct any inaccurate information that DialKiwi has about you. You can make these requests by contacting DialKiwi. You can also edit the name, phone number and email address associated with your account through the Settings menu in DialKiwi's apps. You can also look up your trips, orders and deliveries history in the DialKiwi apps.
E. MARKETING OPT-OUTS
You can opt out of receiving promotional emails from DialKiwi. You can also opt out of receiving emails and other messages from DialKiwi by following the instructions in those messages. Please note that, if you opt out, we may still send you non-promotional messages, such as receipts for your trips or information about your account.
Updates to this policy
SUMMARY
We may occasionally update this policy.
We may occasionally update this policy. If we make significant changes, we will notify you of the changes through the DialKiwi apps or through others means, such as email. To the extent permitted under applicable law, by using our services after such notice, you consent to our updates to this policy. We encourage you to periodically review this policy for the latest information on our privacy practices. We will also make prior versions of our privacy policies available for review.