Privacy notice

Who this is about

DropR operates an on-demand delivery platform. This notice covers the DropR customer app, the DropR driver app, the merchant portal, and this website.

It applies to everyone those touch: people who order, people who deliver, and the staff of the businesses we deliver for. Where a market we operate in gives you stronger rights than this notice describes, you keep them.

What we collect

Your account. Your phone number, which is how you sign in and what we verify with a code by SMS; your name; an email address if you give us one; and the languages and notification settings you choose. If you sign in with Apple or Google instead, we receive the identity they confirm — your name and the email address you let them share.

Your orders. What you ordered, from which store, what it cost, how you paid, any note you left for the store or the driver, and the ratings and reports you send us afterwards.

Where you want it delivered. The point you place on the map, to its full precision, because that pin is where the driver is navigating to. Any street, building or flat number you add alongside it, and the delivery instructions you write.

Your device. The app version, the operating system, a notification token so we can tell you where your order is, and the diagnostic records an app produces when it crashes.

• If you deliver with us, we also collect what the law requires us to check: your photograph, your date of birth, your licence, registration and insurance where your vehicle needs them, your vehicle and plate, and your bank details so we can pay you.
• If you work for a merchant, we collect your name, your work email and the stores you have access to.

Location, and when we are looking

The customer app asks for your location only while you are using it, and only to centre the map near you and to find your address faster. You can refuse, and place the pin by hand instead — nothing stops working.

The driver app is different, and drivers should read this twice. While you are online it collects your position in the background, because dispatch cannot offer you a job it does not know you are near and a customer watching their order needs the marker to move. It stops when you go offline: the app shuts the background updates down the moment the server says you are offline, and the part of the app that reports a position refuses to send one when its own stored state says offline.

We keep a driver’s position trail for 90 days, so a dispute about a delivery can be settled, and then aggregate or delete it. Markets can set a shorter period.

Paying, and what we never see

Card details are entered into our payment provider’s own software and go straight to them. Your card number, its expiry and the three digits on the back never reach a DropR server, and they are not in our database, our logs or our backups. What we get back is a token, the brand, and the last four digits, so you can recognise the card and use it again.

Where you pay cash, we record the amount, the note you said you would pay with, and the change due. We do not collect bank account details from customers at all.

Who sees what

We share the minimum each party needs to get your order to you, and nothing beyond it.

• The store sees what you ordered, your first name, your delivery area and any note meant for them. It does not get your phone number.
• Your driver sees the order, the pin, and — only once they have accepted the job — the street and building details and your delivery instructions. They never see your phone number, and those details are removed from their device when the delivery is finished.
• Calls between you and your driver go through a temporary masked number, so neither of you sees the other’s. We hold the two numbers for as long as that connection is live, to put the call through. We do not record these calls.
• Our support and operations staff can see an order and the account it belongs to, to answer a question about it. What they do is logged.
• Our providers, listed below, each handle one part of the job under contract.

The companies that help us run it

Each of these does one job, on our instructions, and may not use what they process for anything else:

• Stripe — taking card payments and paying merchants and drivers.
• Twilio — the sign-in code by SMS, and the masked numbers that connect calls.
• Google and Apple — sign-in, where you choose it, and delivering notifications to your phone.
• Map and address providers — turning a pin into an address and estimating a route. The map itself is OpenStreetMap, and address lookups go through our own servers rather than from your phone to the provider.
• Amazon Web Services — the servers, the database and the private storage the photos and documents sit in.

Photographs and documents

Photos of a delivery, of a damaged item you are claiming for, and of a driver’s documents are stored privately. They are not on a public address: each view is a link that works for a few minutes and then stops, and every access is recorded.

When a driver takes the photograph for their profile, the check that there is a face in it runs on the phone itself. A photo that fails it is never uploaded. It looks for a face; it does not recognise one, and we do not use face recognition anywhere.

What we do not do

We do not sell your personal information, and we do not share it for advertising. There are no advertising trackers in our apps, and we do not build a profile of you to sell to anybody.

We do not read your messages to support in order to market to you, and we will not text or email you about offers unless you turned that on. You can turn it off again in the app, per channel, and the notifications that tell you where your order is are not marketing.

How long we keep things

Your account and its orders, for as long as you have an account, and afterwards only as long as the law requires — tax rules, in practice, decide how long a record of a paid order lives.

A driver’s position trail, 90 days by default. Masked call connections, until the order they belong to is done. Sign-in codes, minutes.

Deleting your account

You can delete your account in the app: Account, then Delete account. Any order still in progress has to finish first, and you are signed out of every device once the request is in.

We then delete what we are free to delete and keep only what we are required to keep, such as the records of orders you paid for. If you cannot get into the app, email support@dropcmr.com from the number on the account.

Your rights

Ask us for a copy of what we hold about you, for a correction, for deletion, or for us to stop using it for something — at support@dropcmr.com.

We will ask you to confirm you are the account holder before we act, because a request like this is also the shape an attacker uses. If you think we have handled your data badly, tell us first, and you can complain to your market’s data-protection authority whatever we say.

Where your data is handled

Our systems run on Amazon Web Services, and some of our providers operate outside the country you are in, so your data may be processed abroad. It travels encrypted, it is stored encrypted, and anyone who handles it for us is under a contract that holds them to this notice.

Children

DropR is not for children. You need to be old enough to enter into a contract in your market to hold an account, and older still to deliver with us. We do not knowingly collect anything from a child, and we will delete it if we find we have.

Keeping it safe

Connections are encrypted, data is encrypted where it is stored, access inside DropR is limited to the people whose job needs it, and sensitive files are reachable only through links that expire.

No system is perfect. If something happens that puts your data at risk, we will tell you and the authorities where the law requires it.

Changes to this notice

We publish a new version rather than quietly editing this one, and the date at the top tells you when the wording last changed. Where a change matters to you, we will say so in the app rather than leave you to notice.

Contacting us

Anything about this notice, or about your own data: support@dropcmr.com. Questions about the terms themselves go to legal@dropcmr.com.