Privacy Policy

The data we collect

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B&B collects data -

• provided by users to B&B, such as during account creation

• created during use of our services, such as location, app usage, and device data

• from other sources, such as other users or account owners, business partners, vendors, insurance and financial solution providers, and governmental authorities

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B&B collects the following data -

1. Data provided by users.

       This includes -

• User profile information - We collect data when users create or update their B&B accounts, or place orders via guest checkout features. This may include their name, email, phone number, login name and password, address, profile picture, payment or banking information (including related payment verification information), driver’s license and other government issued documents (which may include identification numbers as well as birth date, gender, and photo). This also includes vehicle or insurance information of drivers and delivery persons, emergency contact information, user settings, and evidence of health or fitness to provide services using B&B apps

• Background check information (drivers and delivery persons) - This includes information submitted during the driver/delivery person application process, such as driver history or criminal record (where permitted by law), license status, known aliases, prior addresses, and right to work. This information may be collected by an authorised vendor on B&B's behalf

• Identity verification photos - This includes photos of users (such as, selfies) and/or their government issued identifications (such as, driver’s license or passports). Such photos may be used to verify a user’s identity, such as through facial verification technologies. Please see the section titled “How we use personal data” for more information regarding how user photos are used for safety and security purposes, including identity verification.

• Demographic data - We may collect demographic data about users, such as birth date/age, gender or occupation, when required for certain B&B's services or programs

• We may also infer demographic data from other data collected from users

• User content - We collect the data submitted by users when they contact B&B customer support, provide ratings or feedback for other users, restaurants or merchants, or otherwise contact B&B. This may include photographs, or audio or video recordings submitted by users in connection with a customer support request. This also includes metadata relating to the method you use to communicate with B&B

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2. Data created during use of our services.

       This includes -

• Location data (driver and delivery person) - We collect precise or approximate location data from drivers’ and delivery persons’ mobile devices when the B&B app is running in the foreground (app open and on-screen) or background (app open but not on-screen).

• Location data (riders and order recipients). We collect precise or approximate location information from riders’ and order recipients’ mobile devices if they enable us to do so via their device settings
  B&B collects such data from the time a ride or order is requested until it is finished, and any time the app is running in the foreground (app open and on-screen). See “Choice and transparency” below for information on how riders and order recipients can enable precise location data collection.
  Riders and order recipients may use the B&B app without enabling collection of location data from their mobile devices. However, this may affect certain features in the app. For example, a rider who has not enabled precise location data will have to manually enter their pickup address.
  In addition, precise location data collected from a driver’s device during a trip is linked to the rider’s account, even if the rider has not enabled precise location data to be collected from their device. This data is used for purposes such as 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; trip or order details (such as date and time, requested pick-up and drop off addresses, distance traveled and items ordered); and payment transaction information (such as a restaurant’s or merchant's name and location, amount charged, and payment method). We also associate a user’s name with that of anyone who uses their promotion code

• Usage data - We collect data about how users interact with our services. This includes access dates and times, app features or pages viewed, browser type, and app crashes and other system activity

• Device data - We collect data about the devices used to access our services, including the hardware models, device IP address or other unique device identifiers, operating systems and versions, software, preferred languages, advertising identifiers, device motion data, and mobile network data.

• Communications data: We collect data regarding phone, text or in-app communications between users that are enabled through B&B’s apps. This includes date and time, as well as the content of text or in-app messages. We may also collect the content of phone calls solely where users are notified in advance that the call may be recorded

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3. Data from other sources.

       These include -

• Users participating in our referral programs. For example, when a user refers another person, we receive the referred person’s data from that user.

• B&B account owners who request services for or on behalf of other users (such as friends or family members), or who enable other users to request or receive services through their business accounts 

• Users or others providing information in connection with claims or disputes

• B&B business partners through which users create or access their B&B account, such as payment providers, social media services, or apps or websites that use B&B’s APIs or whose APIs B&B uses

• B&B business partners in connection with debit or credit cards issued by a financial institution in partnership with B&B to the extent disclosed in the terms and conditions for the card

• Vendors who help us verify users’ identity, background information, and eligibility to work, or who screen users in connection with sanctions, anti-money laundering, or know-your-customer requirements

• Insurance, vehicle, or financial services providers for drivers and/or delivery persons

• Partner transportation companies (for drivers or delivery persons who use our services through an account associated with such a company).

• Publicly available sources

• Marketing service providers or data resellers whose data B&B uses for marketing or research

• Law enforcement officials, public health officials, and other government authorities

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How we use personal data

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B&B uses data to enable reliable and convenient transportation, delivery, and other products and services.

We also use such data -

• to enhance the safety and security of our users and services

• for customer support  

• for research and development  

• to enable communications between users 

• for marketing and advertising

• to send non-marketing communications to users

• in connection with legal proceedings

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We use the data we collect -

1. To provide our services - B&B uses data to provide, personalise, maintain, and improve our services.
This includes using data to -

• create/update accounts

• enable transportation, delivery and other services/features, such as:

  • using location data to navigate rider pick-ups and order drop-offs, calculate ETAs, and track the progress of rides or deliveries.

  • features that involve data sharing, such as sharing driver first name and vehicle information with riders to facilitate pick-ups, user profile and trip details for ETA sharing and fare splitting, and user ratings and compliments

  • match available drivers and delivery persons to users requesting services. Users can be matched based on availability, location/proximity, user settings/preferences and other factors such as likelihood to accept a trip based on their past behaviour or preferences

  • features that facilitate use of our services by those with disabilities

• enable dynamic pricing, in which ride prices, or delivery fees are determined based on factors such as estimated time and distance, predicted route, estimated traffic, and the current number of users requesting or providing services

• process payments

• personalise users’ accounts

• facilitate insurance, vehicle, invoicing, or financing solutions

• provide users with trip or delivery updates, generate receipts, and inform them of changes to our terms, services, or policies

• perform necessary operations to maintain our services, including to troubleshoot software bugs and operational problems
  
  B&B performs the above activities on the grounds that they are necessary to fulfil the terms of our agreements with users, are compatible with such uses, or on the grounds that they are necessary for purposes of B&B’s and its users’ legitimate interests.

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2. Safety and security - We use data to help maintain the safety, security, and integrity of our services and users.

This includes -

• verifying users' identity and eligibility to provide transportation or deliveries, including through reviews of background checks, to help prevent use of our services by unsafe drivers and/or riders

• using data from drivers’ or delivery persons’ devices to detect unsafe driving behaviour such as speeding or harsh braking and acceleration, and to inform them of safer driving practices

• using driver location information, and communications between riders and drivers, to identify cancellation fees earned or induced through fraud. For example, if we determine that a driver is delaying a rider pickup in order to induce a cancellation, we will not charge the rider a cancellation fee and will adjust the amounts paid to the driver to omit such a fee

• using device, location, user profile, usage, and other data to prevent, detect, and combat other types of fraud. This includes identifying fraudulent accounts or uses of our services, preventing use of our services by unauthorised drivers or delivery persons, verifying user identities in connection with certain payment methods, and preventing and combating unauthorised access to users’ accounts

• using driver data (such as past trip information and reported incident rates) and rider data (such as past trip information, cancellation and reported incident rates, account information, ratings information, and current pick-up and drop-off location) to predict and help avoid pairings of users that may result in increased risk of conflict (for instance, because one user previously gave the other a one-star rating)

• sharing user name, location, phone number, vehicle details and other relevant information with third-party companies that support the management and de-escalation of interpersonal conflicts that may occur between users while on a trip or in the process of making a delivery
  
  B&B performs the above activities on the grounds that they are necessary to fulfil the terms of our agreements with users, and/or for purposes of the legitimate safety and security interests of B&B, our users and members of the general public.

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3. Customer support - B&B uses the information we collect (which may include call recordings) to provide customer support, including to investigate and address user concerns and to monitor and improve our customer support responses and processes.

B&B performs the above activities on the grounds that they are necessary to fulfill the terms of our agreements with users or for purposes of B&B’s legitimate interest in monitoring and improving its customer support services.

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4. Research and Development - We use data for testing, research, analysis, product development, and machine learning to improve the user experience. This helps us make our services more convenient and easy-to-use, enhance the safety and security of our services, and develop new services and features.

B&B performs the above activities on the grounds that they are necessary for purposes of B&B’s legitimate interests in improving and developing new services and features.

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5. Enabling communications between users. For example, a driver may message or call a rider to confirm a pick-up location, a rider may call a driver to retrieve a lost item, or a restaurant or delivery person may contact an order recipient with information about their order.

B&B performs the above activities on the grounds that they are necessary to fulfil the terms of our agreements with users.

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6. Marketing and Advertising - B&B uses data (other than Guest Users’ data) to market its services, and those of B&B partners. This may include:

• Sending emails, text messages, push notification, and in-app messages or other communications marketing or advertising B&B products, services, features, offers, promotions, sweepstakes, news and events
  This may include using location, trip and order history, device data and usage data to send marketing communications that are personalised based on users’ observed or inferred interests and characteristics. For example, we may send push notifications suggesting a user’s favourite destinations or merchants, or in-app messages offering discounts or promo for products or merchants similar to those a user has previously ordered. 

• Displaying B&B advertising on third party apps or websites - This includes using location, trip and order history, device data and usage data, and sharing hashed email addresses and device or user identifiers with advertising partners (such as Facebook and TikTok), to personalise such ads to users’ interests

• Displaying third party advertising in B&B’s apps or in connection with our services

• Measuring the effectiveness of B&B’s ads, and of third party ads displayed in B&B’s apps or in connection with our services
  B&B performs the above activities on the grounds that they are necessary for purposes of B&B’s legitimate interests in informing users about B&B services and features or those offered by B&B partners. See the sections titled “Choice and transparency” and “Marketing and advertising choices” for information on your choices regarding how B&B may use your data for marketing and advertising.

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7. Non-marketing communications - B&B may use data to send surveys and other communications that are not for the purpose of marketing the services or products of B&B or its partners. We may also send users communications regarding elections, ballots, referenda, and other political processes that relate to our services. For example, B&B has notified some users by email of ballot measures or pending legislation relating to B&B’s services in those users’ areas.

B&B performs the above activities on the grounds that they are necessary to fulfill the terms of our agreements with users, or for purposes of B&B’s and its users’ legitimate interests in informing users about events that may have an impact on their use of B&B services.

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8. Legal proceedings and requirements - We use data to investigate or address claims or disputes relating to use of B&B’s services, to satisfy requirements under applicable laws, regulations, or operating licenses or agreements, or pursuant to legal process or governmental request, including from law enforcement.

B&B performs the above activities on the grounds that they are necessary for purposes of B&B’s legitimate interests in investigating and responding to claims and disputes relating to use of B&B’s services and features, and/or necessary for compliance with applicable legal requirements.

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Cookies and third-party technologies

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B&B and its partners use cookies and other identification technologies on our apps, websites, emails, and online ads for purposes described in this notice.

Cookies are small text files that are stored on browsers or devices by websites, apps, online media, and advertisements. B&B 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 behaviours and interests of people who interact with our services

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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 the devices used by visitors to our websites, as well as when they visit other online sites and services.

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Data sharing and disclosure

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Some of B&B’s services and features require that we share data with other users or at a user’s request.

We may also share such data with our affiliates, subsidiaries, and partners, for legal reasons or in connection with claims or disputes.

B&B may share data -

1. With other users
This includes sharing -

• riders’ first name, rating, and pickup and/or drop off locations with drivers

• riders’ first name with other riders in a carpool trip. Riders in carpool trips may also see the drop off location of the other riders

• order recipients’ first name, delivery address, and order information with the restaurant or merchant and, for order deliveries, with the delivery person. We may also share ratings and feedback, or other information to the extent required by law, with the restaurant or merchant and, for order deliveries, the delivery person

• for drivers and delivery persons, we may share data with the rider(s), order recipient(s) and restaurants or merchants, including name and photo; vehicle make, model, color, license plate, and vehicle photo; location (before and during trip); average rating provided by users; total number of trips; period of time since they signed up to be a driver or delivery person; contact information; and driver or delivery person profile, including compliments and other feedback submitted by past users
  We also provide riders and order recipients with receipts containing information such as a breakdown of amounts charged, driver or delivery person first name, photo, and route map. We also include other information on those receipts if required by law.

• for those who participate in B&B’s referral program, we share certain data of referred users, such as trip count, with the user who referred them, to the extent relevant to determining the referral bonus.

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2. At the user’s request
This includes sharing data with -

• Other people at the user’s request. For example, we share a user’s ETA and location with a friend when requested by that user, or a user’s trip information when they split a fare with a friend.

• B&B business partners. For example, if a user requests a service through a partnership or promotional offering made by a third party, B&B 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 restaurants, merchants or other B&B business partners and their users in connection with promotions, contests, or specialised services.

• Emergency services: We offer features that enable users to share their data with police, fire, and ambulance services in the event of an emergency or after certain incidents. For more information, please see the sections below titled “Choice and Transparency” and “Emergency Data Sharing”.  

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3. With the general public

Questions or comments from users submitted through public forums such as B&B blogs and B&B social media pages may be viewable by the public, including any data included in the questions or comments submitted by a user.

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4. With the B&B account owner

If a user receives services through an account owned by another party, we may share their trip or order information, including location data, with the owner of that account. This occurs, for example, when:​

• a driver or delivery person uses an account owned by or associated with an B&B partner transportation company or restaurant

• a rider takes a trip or a delivery recipient receives an order arranged by a friend or under a family profil

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5. With B&B subsidiaries and affiliates

We share data with our subsidiaries and affiliates to help us provide our services or conduct data processing on our behalf.

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6. With B&B service providers and business partners

These include -

• payment processors and facilitators

• background check and identity verification providers

• cloud storage providers

• Google, in connection with the use of Google Maps

• marketing partners and marketing platform providers, including social media advertising services, advertising networks, third-party data providers, and other service providers to reach or better understand our users and measure advertising effectiveness

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7. For legal reasons or in the event of a dispute

B&B may share users’ 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 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 B&B'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. In the event of a dispute relating to use of another person’s credit card, we may be required by law to share your data, including trip or order information, with the owner of that credit card.

This also includes sharing 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.

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8. With consent

B&B may share a user’s data other than as described in this notice if we notify the user and they consent to the sharing.

 

Data retention and deletion

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B&B retains user data for as long as necessary for the purposes described above, including to provide its services and comply with legal obligations.

B&B retains user data for as long as necessary for the purposes described above. The period for which we retain user data is determined by the type of data, the category of user to whom the data relates, and the purposes for which we collected the data.

The length for which B&B retains user data may further be determined by legal and regulatory requirements, purposes of safety, security, and fraud prevention, or by issues relating to the user’s account such as an outstanding credit or an unresolved claim or dispute.

For example, we retain data -

• for the life of users’ accounts if such data is necessary to provide our services. E.g., user profile information and credentials

• for 7 years if necessary to comply with tax requirements. E.g., drivers’ and delivery persons’ trip or delivery location information

• for defined periods as necessary for purposes of safety or fraud prevention. E.g., we retain incomplete driver applications for 1 year, and rejected driver applications for 7 years

• after requests for account deletion if necessary for purposes of safety, security, fraud prevention or compliance with legal requirements, or because of issues relating to the user’s account (such as an outstanding credit or an unresolved claim or dispute).

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Users may request deletion of their accounts at any time.

B&B may retain user data after a deletion request due to legal or regulatory requirements or for reasons stated in this policy.

 

Users may request deletion of their account at any time through the Settings in the B&B app.

Following an account deletion request, B&B deletes the user’s account and data, unless they must be retained due to legal or regulatory requirements, for purposes of safety, security, and fraud prevention, or because of an issue relating to the user’s account such as an outstanding credit or an unresolved claim or dispute. Because we are subject to legal and regulatory requirements relating to drivers and delivery persons, this generally means that we retain their account and data for the applicable statutory retention period after a deletion request. For riders and order recipients, their data is generally deleted within 90 days of a deletion request, except where retention is necessary for the above reasons.