Privacy Policy
Updated • 2 February 2020
When you use City One, 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 Collections And Uses
Scope
This policy applies to users of City One's services anywhere in South Africa, including users
of City One's apps, websites, features or other services.
This policy describes how City One and its affiliates collect and use personal information to
provide our services. This policy applies to all users of our app and website.
This policy specifically applies to:
Passengers: users who request or receive transportation services
Drivers: users who provide transportation services individually or through partner
transportation companies.
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.
Data Controller
City One provides services to users throughout South Africa. Future Lane Corporation is the data
controller for your information.
If you live in South Africa, the data controller for the information you provide or that is
collected by City One or its affiliates is: Future Lane Corporation.
Questions, comments and complaints about City One's data practices can be submitted to City One's
data protection office through an email i.e. support@cityone.app
The Information We Collect
City One collects:
Information that you provide to City One, such as when you create your City One account.
Information created when you use our services, such as location, usage and device
information.
Information from other sources, such as City One partners and third parties that use City
One APIs.
The following information is collected by or on behalf of City One:
1. Information you provide
This may include:
User profile: We collect information when you create or update your
City One account.This may include your name, email, phone number, login name and password, address,
payment or banking information (including related payment verification information), government
identification numbers such as Identity Document, driver’s license or passport if required by law,
birth date, photo and signature. This also includes vehicle or insurance information of drivers.
This also includes the preferences and settings that you enable for your City One account.
Background check information: We may collect background check
information if you sign up to use City One’s services as a driver or passenger. This may include
information such as your driver history, Government Identity information or criminal record whereby permitted by law.
Demographic data: We may collect demographic information about you,
through a number of ways including user surveys.
User content: We may collect information that you submit when you
contact City One customer support, provide ratings or compliments for other users, or
otherwise contact City One.
2. Information created when you use our services
This may include:
Location Information: Depending on the City One services that you use,
and your app settings or device permissions, we may collect your precise or approximate
location information as determined through data such as GPS, IP address and WiFi.
1. If you are a driver, City One collects location information when the City One app is
running in the foreground (app open and on-screen) or background (app open but not on
screen) of your device.
2. If you are a passenger and have provided permission for the processing of location data,
City One collects location information when the City One app is running in the foreground.
In certain regions, City One also collects this information when the City One app is running in the
background of your device if this collection is enabled through your app settings or device permissions.
3. Passengers may use the City One app without enabling City One to collect their location
information. However, this may affect the functionality available on your City One app. For example,
if you do not enable City One to collect your location information, you will have to manually enter your pickup
address. In addition, location information will be collected from the driver during your trip and linked to
your account, even if you have not enabled City One to collect your location information.
Transaction Information: We collect transaction details related to your
use of our services, amount charged, distance travelled, and payment method.
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.
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
City One through the City One apps, websites, and other services. For example, we enable drivers
and passengers to call or text each other. To provide this service, City One receives some
information regarding the calls or texts, including the date and time of the call/text, and
the content of the communications. City One 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 programs.
Users requesting services for or on your behalf.
Users or others providing information in connection with claims or disputes.
City One business partners through which you create or access your City One account,
such as payment providers, social media services, on-demand music services, or apps or
websites who use City One’s APIs or whose API City One uses (such as when you order a ride
through Google Maps).
Insurance providers (if you are a driver or delivery partner).
Financial services providers (if you are a driver).
Partner transportation companies (if you are a driver who uses our services through an
account associated with such a company).
Publicly available sources.
Marketing service providers.
City One may combine the information collected from these sources with other information in
its possession.
How We Use Your Information
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.
“City One does not sell or share your personal information to third parties for third party
direct marketing purposes”.
City One uses the information it collects for purposes including:
1. Providing services and features
City One uses the information we collect to provide, personalize, maintain and improve our
products and services. This
includes using the information to:
Create and update your account.
Verify your identity.
Enable transportation. This includes automated processing of your information to enable
Dynamic Pricing, in which the price of a ride is determined based on constantly varying factors such as
the estimated time and distance of the predicted route, estimated traffic, and the number of passengers and
drivers using City One at a given moment.
Process or facilitate payments for those services.
Offer, obtain, provide or facilitate insurance or financing solutions in connection with
our services.
To track the progress of your ride.
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 City One.
Enable features to personalize your City One account, such as creating bookmarks for
your 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, such as
those which enable deaf or hard-of-hearing drivers to alert their passengers of their
disabilities, allow only text
messages from passengers, 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 analyze 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:
Screening drivers to enabling their use of our services and at subsequent intervals,
including through reviews of background
checks where permitted by law, to prevent use of our services by unsafe drivers.
Using information from drivers’ devices to identify unsafe driving behavior such as
speeding or harsh braking and
acceleration, and to raise awareness among drivers regarding such behaviors.
Our Real-Time ID Check feature, which prompts drivers to share a selfie before going
online. This helps ensure
that the driver using the app matches the City One account we have on file, preventing
fraud and helping to protect other users.
Using device, location, profile, usage and other information to prevent, detect, and
combat fraud or unsafe activities.
This includes processing of such information, to identify practices or patterns that
indicate fraud or risk of safety incidents.
This may also include information from third parties. In certain cases such incidents
may lead to deactivation by means of an
automated decision making process.
Using user ratings to encourage improvement by affected users, and as grounds for
deactivating users with ratings below a certain
minimum as may be required in their region.
3. Customer support
City One 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.
Communications among users
City One uses the information we collect to enable communications between our users. For
example, a driver may text or
call a passenger to confirm a pickup location, or a restaurant or delivery partner may call
a delivery recipient with information
about their order.
Communications from City One
City One may use the information we collect to communicate with you about products,
services, promotions, studies, surveys,
news, updates and events.
City One may also use the information to promote and process contests and sweepstakes,
fulfill 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 City One user. City One may also use the information to inform
you about elections, ballots,
referenda and other political and policy processes that relate to our services.
Legal proceedings and requirements
We may use the information we collect to investigate or address claims or disputes relating
to your use of City One's
services, or as otherwise allowed by applicable law, or as requested by regulators,
government entities, and official inquiries.
Cookies And Third Party Technologies
City One 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.
City One 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
Analyzing site traffic and trends, and generally understanding the online behaviors 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
City One may share the information we collect:
1. With other users:
For example, if you are a passenger, we may share your first name, average passenger
rating given by drivers,
and pickup and/or drop-off locations with drivers. If you share an City OnePOOL trip
with another passenger,
that passenger may be told your name and may see your pickup and/or dropoff location.
If you are a driver we may share information with your passenger(s) including name and
photo; vehicle make,
model, color, license plate, and vehicle photo; location; average rating provided by
passengers; total number
of trips; for how long you have been using the City One app; and 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 passengers have
submitted about you. The
passenger/delivery recipient will also receive a receipt containing information such as
a breakdown of amounts
charged, your first name, photo, and a map of the route you took.
2. At your request
Other people at your request. For example, we may share your ETA and location with a
friend at your request.
City One business partners. For example, if you requested a service through a
partnership or promotional offering
made by a third party, City One 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 City One may
partner with to deliver a
promotion, a contest or a specialized 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 City One blogs,
social media, and certain
features on our network. When you communicate with us through those channels, your
communications may be viewable
by the public.
4. With the owner of City One 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 passenger using your employer’s City One for Business profile, or taking trips
arranged through City One Central.
A driver using an account owned by a partner transportation company.
A passenger who takes a trip arranged by a friend or under a Family Profile.
5. With City One subsidiaries and affiliates
We share information with our subsidiaries and affiliates to help us provide our services or
conduct data processing on our behalf.
6. With City One service providers and business partners.
City One 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 City One or on City One’s behalf.
Vendors that assist City One to enhance the safety and security of its apps.
Consultants, lawyers, accountants and other professional service providers.
Fleet partners.
Insurance and financing partners.
Airports.
Vehicle solution vendors or third party vehicle suppliers.
7. For legal reasons or in the event of a dispute
City One 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 City One’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 City One's Guidelines for Law Enforcement Authorities for more information.
8. With your consent
City One 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
City One retains user profile and other information for as long as you maintain your
City One account.
City One 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. City One there after
deletes or anonymizes
such information in accordance with applicable laws.
Users may request deletion of their accounts at any time. Following such request, City One
deletes the information that
it is not required to retain, and restricts access to or use of any information it is
required to retain.
City One requires user profile information in order to provide its services, and retains
such information for as
long you maintain your City One account.
City One 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 City One's services, enable customer
support, enhance the user
experience or other operational purposes, City One 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
City One app, or via City
One's website (passengers and driver recipients by email
support@cityone.app).
Following such request, City One deletes the information that it is not required to
retain. In certain circumstances,
City One may be unable to delete your account, such as if you have an outstanding credit
on your account or an unresolved
claim or dispute. Upon resolution of the issue preventing deletion, City One will delete
your account as described above.
City One 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 City One shuts down a user's
account because of unsafe behavior
or security incidents, City One may retain certain information about that account to
prevent that user from opening a new
City One account in the future.
Choice And Transparency
City One provides means for you to see and control the information that City One collects,
including through:
in-app privacy settings
device permissions
in-app ratings pages
marketing opt-outs
You may also request that City One provide you with an explanation, copies or correction of
your data.
A. PRIVACY SETTINGS
The Privacy Settings menu in the City One passenger app gives users the the ability to set
or update their location and contacts sharing preferences, and their preferences for
receiving mobile notifications from City One. Information on these settings, how to set or
change these settings, and the effect of turning off these settings are described below.
Location Information
City One uses passenger's device location services to make it easier to get a safe,
reliable ride whenever
you need one. Location data helps improve our services, including pickups, navigation,
and customer support.
You may enable/disable, or adjust, City One's collection of passenger location
information at any time through
the Privacy Settings menu in the City One app, or via the settings on your mobile
device. If you disable the
device location services on your device, your use of the City One app will be affected.
For example, you will
need to manually enter your pickup or dropoff locations. In addition, location
information will be collected
from the driver during your trip and linked to your account, even if you have not
enabled City One to collect your location information.
Share Live Location (passengers)
If you have enabled the device location services on your mobile device, you may also enable
City One to share your location with your driver from the time you request a ride to the
start of your trip. This makes it easier for your driver to pick you up.
You may enable/disable location sharing with your driver at any time through the Privacy
Settings menu in the City One app. You may use the City One 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
City One provides users with trip status notifications and updates related to your account.
These notifications are a necessary part of using the City One app, and cannot be disabled.
However, you may choose the method by which you receive these notifications through the
Privacy Settings menu in the City One app.
Notifications: Discounts and News
You may enable City One to send you push notifications about discounts and news from City
One. You may enable/disable these notifications at any time through the Privacy Settings
menu in the City One app.
B. DEVICE PERMISSIONS
Most mobile platforms (iOS, Android, etc.) have defined certain types of device data that
apps cannot access without your consent. And these platforms have different permission
systems for obtaining your consent. The iOS platform will alert you the first time the City
One 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 City
One 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 passengers are able to rate each other, as well as give
feedback on how the trip went. This two-way system holds everyone accountable for their
behavior. Accountability helps create a respectful, safe environment for both drivers and
passengers.
Your passenger rating is available in the main menu of the City One passenger app. Your
driver rating is available in the Ratings tab of the City One Partner app.
D. EXPLANATIONS, COPIES AND CORRECTION
You may request that City One:
Provide a detailed explanation regarding the information City One has collected about
you and how it uses that information.
Receive a copy of the information City One has collected about you.
Request correction of any inaccurate information that City One has about you.
You can make these requests by contacting City One by email:
support@cityone.app.
You can also edit the name, phone number and email address associated with your account
through the
Settings menu in City One's apps. You can also look up your trips history in the City One
apps.
E. MARKETING OPT-OUTS
You may opt out of receiving promotional emails from City One by email:
support@cityone.app.. You may also opt out of receiving emails and other
messages from City One 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 rides
or information about your account
Updates To This Policy
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 City One 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
