Last modified: 7/9/2020
I. Introduction / II. Overview / III. Data collections and uses / IV. Choice and transparency / V. Updates to this notice
|When you use Rover, 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.
This notice applies to users of Rover’s services anywhere in the world, including users of Rover’s apps, websites, features, or other services.
|This notice describes how Rover 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:
This notice also governs Rover’s other collections of personal data in connection with Rover’s services. For example, 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.
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 here or through the addresses below with any questions regarding our practices in a particular country or region.
B. Data controller and transfer
Rover Inc. is the data controller for the personal data collected in connection with use of Rover’s services.
|We process personal data inside and outside of Canada. The personal data of users outside Canada is transferred on the basis of mechanisms approved under applicable laws, such as the Standard Contractual Clauses.
Questions, comments, and complaints about Rover’s data practices can be submitted here.
III. Data collections and uses
A. The data we collect
|The following data is collected by or on behalf of Rover:
1. Data provided by users. This includes:
2. Data created during use of our services. This includes:
3. Data from other sources. This includes:
Rover may combine the data collected from these sources with other data in its possession.
B. How we use personal data
Rover collects and uses data to enable reliable and convenient transportation, delivery, and other products and services. We also use the data we collect:
Rover does not sell or share user personal data with third parties for their direct marketing, except with users’ consent.
|Rover uses the data it collects for purposes including:
1. Providing services and features. Rover uses the data we collect to provide, personalize, maintain, and improve our products and services.
This includes using the data to:
2. Safety and security. We use personal data to help maintain the safety, security, and integrity of our services and users. This includes:
3. Customer support. Rover 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:
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. For example, a driver may message or call a user or delivery recipient to confirm a pickup location, or a driver or delivery partner may call a user or delivery recipient with information about their order.
6. Marketing. Rover may use the data we collect to market our services to our users. This includes sending users communications about Rover services, features, promotions, sweepstakes, studies, surveys, news, updates, and events.
We may also send communications to our users about products and services offered by Rover partners. Although we may send users communications about Rover 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 Rover’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, Rover has notified some users by email of ballot measures or pending legislation relating to the availability of Rover’s services in those users’ areas.
7. Non-marketing communications. Rover 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 Rover 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 Rover’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:
Click the links in this section for more information about these processes. To object to a deactivation resulting from these processes, please contact Rover customer support.
C. Cookies and third-party technologies
D. Data sharing and disclosure
Some of Rover’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.
|Rover may share the data we collect:
1. With other users
This includes sharing:
2. At the user’s request
This includes sharing data with Rover business partners. For example, if a user requests a service through a partnership or promotional offering made by a third party, Rover may share certain data with those third parties. This may include, for example, other services, platforms, apps or websites that integrate with our APIs; vehicle suppliers or services; those with an API or service with which we integrate; or other Rover 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 Rover blogs and Rover 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 Rover account owner
If a user requests transportation or places an order using an account owned by another party, we may share their order or trip information, including real-time location data, with the owner of that account. This occurs, for example, when:
5. With Rover subsidiaries and affiliates
We share data with our subsidiaries and affiliates to help us provide our services or conduct data processing on our behalf. For example, Rover processes and stores data in Canada and the European Union on behalf of its international subsidiaries and affiliates.
6. With Rover service providers and business partners
Rover provides data to vendors, consultants, marketing partners, research firms, and other service providers or business partners. These include:
7. For legal reasons or in the event of a dispute
Rover 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, 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 Rover’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 delivery or order 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
Rover 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
Rover retains user profile, transaction, and other personal data for as long as a user maintains their Rover account.
Rover may retain certain user data after receiving an account deletion request if necessary, such as to comply with legal requirements.
|Rover retains user profile, transaction, and other information for as long as a user maintains their Rover account. For drivers and delivery partners, Rover also retains vehicle and background check information (to the extent permitted by law) for as long as they maintain their Rover account.
Users and delivery recipients may request deletion of their account at any time by contacting Rover support. Following such requests, Rover deletes the data that it is not required to retain for purposes of regulatory, tax, insurance, litigation, or other legal requirements. For example, Rover retains location, device, and usage data for these purposes for a minimum of 7 years; while it retains such data, it may also use it for purposes of safety, security, fraud prevention and detection, and research and development. In certain circumstances, Rover 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, Rover will delete the account as described above.
Rover may also retain certain information if necessary for purposes of safety, security, and fraud prevention. For example, if Rover deactivates a user’s account because of unsafe behavior or security incidents, Rover may retain certain information about that account to prevent that user from opening a new Rover 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 Rover’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:
b. For purposes of the legitimate interests of Rover or other parties
This includes using personal data to maintain and enhance our users’ safety and security. For example, we use personal data to prevent use of our services by users who have engaged in inappropriate or dangerous behavior, such as by retaining data of banned users to prevent their use of Rover’s apps. We also use usage data to prevent matching of deliveries and drivers for whom there is higher risk of conflict (for instance, because they have been the subject of prior complaints from other users).
This also includes purposes such as combating fraud; improving our services, direct marketing, research, and development; and enforcing Rover’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 Rover’s legal obligations
For example, Rover is subject to laws and regulations in many cities and countries that require it to collect and retain data about our users’ deliveries, and to provide copies of such data to the government or other authorities. We collect and use personal data to comply with such laws.
Rover 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
Rover 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
|Rover enables users to access and control the data that Rover collects, including through:
Rover also enables users to request access to or copies of their data, changes or updates to their accounts, deletion of their accounts, or that Rover restrict its processing of user personal data.
|A. Privacy settings
Settings menus in the Rover app for users give them the ability to set or update their location-sharing preferences and their preferences for receiving mobile notifications from Rover. Information about these settings, how to set or change these settings, and the effect of turning off these settings is described below.
Rover uses users’ device location services to make it easier to get a ride whenever they need one. Location data helps improve our services, including pickups, navigation, and customer support.
Users may enable or disallow Rover to collect location data from their mobile devices through the Settings > Privacy menus in the Rover app. Users and delivery recipients can enable or disallow such collections through the settings on their mobile device.
Users who have enabled Rover to collect location data from their mobile device may also enable Rover to share their location with their driver from the time the delivery is requested to the start of the trip. This can help improve pickups for both drivers and users, particularly in crowded areas.
Users may enable or disable this feature through the Settings > Privacy menus in the Rover app.
Rover provides users with delivery status notifications and updates related to activity on their account. These notifications are a necessary part of using the Rover app and cannot be disabled.
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 Rover 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 Rover app seeks before their first use of the app, and use of the app constitutes a grant of such permission.
D. Marketing opt-outs
Users may opt out of receiving promotional emails from Rover here. Users may also opt out of receiving emails and other messages from Rover by following the unsubscribe instructions in those messages. We may still send users who have opted out non-promotional communications, such as receipts for rides or information about their account.
E. User data requests
Rover provides users with a variety of ways to learn about, control, and submit questions and comments about Rover’s handling of their data. To make a request, please Send us an email at email@example.com
In addition, depending on their location, users may have the right to file a complaint relating to Rover’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.|