Privacy Policy for Riders

This policy is issued by Let's Bounce Australia Pty Ltd (ABN 652 202 278), a wholly owned subsidiary of Bounce Rideshare Pty Ltd (ABN 651 064 952).

Let's Bounce Australia Pty Ltd (ABN 652 202 278) ("Bounce", "we", "our" or "us") is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and other applicable Australian privacy laws.

This Privacy Policy explains how Bounce collects, holds, uses, discloses, stores and otherwise manages personal information relating to individuals who create or use a Bounce Rider account or otherwise access or use the Bounce Rider Platform.

This Privacy Policy applies whenever you:

1. create or maintain a Bounce Rider account;
2. access or use the Bounce Rider App;
3. request, reserve or complete trips using the Bounce Rider Platform;
4. make payments through the Bounce Rider Platform;
5. use Bounce safety features;
6. communicate with Bounce;
7. visit our website where this Privacy Policy is displayed; or
8. otherwise interact with Bounce.

By creating a Bounce Rider account or otherwise providing your personal information to us, you acknowledge that you have read and understood this Privacy Policy.

2.  Who We Are

Let's Bounce Australia Pty Ltd operates the Bounce Rider Platform, which enables riders to request transportation services from independent drivers.

Our contact details are provided at the end of this Privacy Policy.

3.  Scope

This Privacy Policy applies only to the Bounce Rider Platform.

It applies to:

1. rider applicants;
2. registered riders;
3. former riders;
4. individuals whose personal information is submitted during account creation; and
5. visitors to the Bounce website where applicable.

This Privacy Policy does not apply to information collected by third parties whose services are integrated into the Bounce Rider Platform unless otherwise stated.

4.  The Data We Collect

4.1    Identity Information

We may collect:

1. full legal name;
2. date of birth where required;
3. residential address where required;
4. email address;
5. mobile number;
6. profile photograph where provided;
7. government-issued identification where required for verification or fraud prevention.

4.2    Payment Information

We may collect:

1. payment method details;
2. transaction history;
3. receipts;
4. refund information;
5. tips;
6. promotional credits;
7. gift cards and vouchers where applicable;
8. payment verification status.

Sensitive payment credentials are generally processed by our payment service providers and are not stored by Bounce.

4.3    Trip Information

We collect information relating to trips booked through the Bounce Rider Platform, including:

1. trip dates;
2. pickup locations;
3. drop-off locations;
4. trip routes;
5. trip distance;
6. trip duration;
7. waiting time;
8. fares;
9. tolls;
10. promotions;
11. cancellation information;
12. driver details;
13. trip receipts;
14. rider ratings;
15. driver ratings.

4.4    Location Information

When location services are enabled, Bounce collects precise GPS location information while you are:

1. using the Rider App;
2. requesting a trip;
3. waiting for a driver;
4. completing a trip;
5. using Bounce safety features where location sharing is required.

Location information assists us to:

1. match you with nearby drivers;
2. calculate fares;
3. provide navigation;
4. investigate incidents;
5. support safety features;
6. detect fraud;
7. comply with legal obligations.

4.5    Saved Information

We may collect information relating to:

1. saved places;
2. favourite destinations;
3. recent destinations;
4. trip preferences;
5. preferred payment methods.

4.6    Communications

We collect information contained in communications between you and Bounce including:

1. emails;
2. live chat;
3. phone calls;
4. support tickets;
5. complaints;
6. safety reports;
7. feedback.

Calls may be recorded where permitted by law.

4.7    Ratings and Feedback

We collect ratings, compliments, complaints and feedback submitted by riders and drivers.

4.8    Device Information

We may collect:

1. IP address;
2. operating system;
3. device identifiers;
4. app version;
5. language settings;
6. crash logs;
7. browser type;
8. connection information.

4.9    Usage Information

We may collect information regarding your use of the Rider Platform, including:

1. feature usage;
2. login history;
3. session duration;
4. settings;
5. app interactions;
6. navigation behaviour.

5.  How We Collect Information

We collect information directly from you when you:

1. create a Rider account;
2. request or reserve a trip;
3. add or update payment methods;
4. save favourite places or destinations;
5. contact Bounce Support;
6. submit ratings, reviews or feedback;
7. use Bounce safety features;
8. respond to surveys or promotions; or
9. otherwise interact with the Bounce Rider Platform.

We may also collect information from:

1. payment processors;
2. mapping and navigation providers;
3. identity verification providers where applicable;
4. fraud prevention providers;
5. government agencies where authorised or required by law;
6. independent drivers;
7. publicly available sources where permitted by law.

6.  Why We Collect Your Information

We collect your personal information to:

1. create and manage your Rider account;
2. connect you with independent drivers;
3. process trip requests and reservations;
4. calculate fares;
5. process payments and refunds;
6. provide receipts;
7. facilitate safety features;
8. investigate incidents and complaints;
9. detect and prevent fraud;
10. improve the Bounce Rider Platform;
11. communicate with you;
12. comply with legal obligations; and
13. enforce our Terms and Conditions.

7.  Location Information

Location information is fundamental to the operation of the Bounce Rider Platform.

Depending on your device settings, Bounce may collect your location while you are:

1. opening or using the Rider App;
2. requesting or reserving a trip;
3. waiting for your driver;
4. travelling during a trip; or
5. using safety features requiring location sharing.

Location information assists Bounce to facilitate pickups, calculate fares, provide navigation, improve safety, investigate incidents, detect fraudulent activity and comply with legal obligations.

8.   Device Permissions

The Bounce Rider App may request permission to access certain functions of your device.

Depending on your use of the Rider Platform, these permissions may include:

1. precise or approximate location;
2. camera access;
3. photo library or file storage;
4. push notifications;
5. microphone access where required;
6. internet connectivity; and
7. device authentication features.

If you disable required permissions, some features of the Bounce Rider Platform may become unavailable.

9.   Safety Features

Bounce provides various safety features designed to assist riders before, during and after trips.

These may include:

1. OTP verification;
2. Follow My Ride;
3. Trusted Contacts;
4. SOS functionality;
5. Emergency Assistance;
6. trip monitoring;
7. lost property reporting;
8. cleaning fee requests;
9. safety reporting.

Information collected through these features may be used to investigate incidents, respond to emergencies, improve safety and comply with legal obligations.

10.  Payments

Bounce uses third-party payment providers to process rider payments.

Payment information may include:

1. transaction identifiers;
2. payment history;
3. refunds;
4. promotional credits;
5. gift cards;
6. tips; and
7. receipts.

11.  Stripe Services

Bounce uses Stripe and related payment providers to securely process payments and assist with fraud prevention.

Information shared with Stripe is subject to Stripe's own privacy practices.

12.  Identity Verification

Where reasonably necessary to protect the Bounce Rider Platform, comply with applicable law or prevent fraud, Bounce may request that you verify your identity.

Verification may include:

1. government-issued identification;
2. verification of your mobile phone number or email address;
3. selfie verification where reasonably required;
4. payment verification; and
5. other reasonable verification measures.

Failure to complete requested verification may limit your ability to access some or all features of the Bounce Rider Platform.

13.  Fraud Prevention

Bounce uses personal information to detect, investigate and prevent:

1. payment fraud;
2. fake accounts;
3. account misuse;
4. promotional abuse;
5. unauthorised account access;
6. policy breaches; and
7. criminal activity.

14.  Sharing Your Information

Bounce may disclose personal information where reasonably necessary to provide the Rider Platform.

This may include disclosure to:

1. independent drivers assigned to your trip;
2. payment processors;
3. customer support providers;
4. technology providers;
5. mapping providers;
6. fraud prevention providers;
7. professional advisers;
8. insurers;
9. government agencies;
10. law enforcement agencies;
11. emergency services where required.

Where necessary to facilitate your trip, Bounce may provide your first name, pickup location, destination, trip status, profile photograph if applicable, ratings and other information reasonably necessary for your driver to safely complete your requested transportation service.

15.  Overseas Disclosure

Some service providers engaged by Bounce may store or process personal information outside Australia.

Where this occurs, Bounce will take reasonable steps to ensure your personal information receives appropriate protection consistent with Australian privacy laws.

16.  Cookies and Website Technologies

When visiting the Bounce website, we may use cookies, analytics technologies, device identifiers and similar technologies to improve functionality, remember preferences, analyse website usage and improve security.

17.  Marketing Communications

Bounce may send you communications relating to:

1. new features;
2. promotions;
3. newsletters;
4. surveys;
5. service updates; and
6. important account information.

You may opt out of marketing communications at any time. Service-related communications necessary to operate your Rider account may still be sent.

18.  Data Security

Bounce takes reasonable technical, organisational and administrative measures to protect personal information against unauthorised access, misuse, interference, loss, modification or disclosure.

Security measures may include encryption, secure cloud infrastructure, authentication controls, monitoring and audit logging.

Although Bounce implements reasonable safeguards to protect personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.

19.  Data Retention

Bounce retains personal information only for as long as reasonably necessary to:

1. operate the Rider Platform;
2. comply with legal obligations;
3. resolve disputes;
4. investigate complaints;
5. maintain financial records; and
6. enforce our agreements.

Information that is no longer required will be securely deleted, destroyed or de-identified where reasonably practicable.

Bounce may also retain de-identified or aggregated information that no longer identifies you for analytical, statistical, research and service improvement purposes.

20.  Access and Correction

You may request access to personal information we hold about you or request correction of inaccurate, incomplete or outdated information.

Bounce may require reasonable verification of your identity before processing these requests.

21.  Account Closure

You may request closure of your Bounce Rider account at any time.

Closing your account does not necessarily result in immediate deletion of all personal information. Bounce may retain certain information where reasonably necessary to comply with legal obligations, investigate fraud, resolve disputes, maintain financial records or comply with regulatory requirements.

Where permitted by law, Bounce may continue to retain information relating to completed trips, payment transactions, complaints, investigations, fraud prevention, legal proceedings or regulatory obligations following account closure.

22.  Changes to this Privacy Policy

Bounce may amend this Privacy Policy from time to time.

The most current version will be published through the Bounce Rider App and our website.

Where changes materially affect how we handle your personal information, Bounce may notify you through the Rider App, by email or by other reasonable means.

Your continued use of the Bounce Rider Platform after changes take effect constitutes acknowledgement of the updated Privacy Policy.

23.  Complaints

If you believe Bounce has breached applicable privacy laws or mishandled your personal information, you may submit a privacy complaint to us.

We will investigate your complaint and endeavour to respond within a reasonable period.

If you are dissatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) or any other applicable privacy regulator.

24.  Contact Us

If you have questions regarding this Privacy Policy or our privacy practices, please contact: support@bouncerideshare.com.au