Collection and use of data:
HELLOVAN collects the following data:
Data provided by users. This includes the following:
User profile information: We collect data when users create or update their accounts or when they place orders through the payment functions as a guest, which may include their name, email, phone number, username and password, address, profile picture, bank or payment details (including those related to their payment verification), driving licence and other official identification documents (which may include ID number, as well as date of birth, gender and photo). It also includes vehicle or insurance information of the VANNERS in the App, emergency contact details, user settings and health or fitness certificates to provide services through HELLOVAN apps.
Background check information (VANNERS): This includes information submitted during the VANNER application process, such as your driving history or criminal record (where permitted by law), licence status, known aliases, previous addresses and right to work. An authorised provider may collect this information on behalf of HELLOVAN.
Photos for identity verification: This includes photos of users (e.g., selfies) or their official identification (e.g., driving licence or passport). These photos can be used to verify a user’s identity, for example, through facial verification technologies. Please see the section “How we use personal data” for more information on how user photos are used for security purposes, including identity verification.
User Content: We collect data that users submit when they contact HELLOVAN customer support (including in the Help Centres or through telephone chat or video conferencing features), provide ratings or feedback to VANNERS, or otherwise communicate with HELLOVAN. This may include photographs or audio or video recordings submitted by users in connection with a customer support request. It also includes metadata related to the method used to contact HELLOVAN. The content of photos and recordings submitted by users is subject to HELLOVAN’s Community Guidelines.
In certain jurisdictions, users may be able to record audio or video of their journeys with an in-app feature or in-vehicle video camera. In-app recordings are encrypted and stored on users’ devices and are only shared with HELLOVAN if they submit them for a security incident. Check here to learn more.
Data created during the use of our services.
This includes the following:
Location data (VANNERS): We collect precise or approximate location data from VANNERS’ mobile devices when the HELLOVAN app is running in the foreground (app open and on screen) or in the background (app open, but not on screen).
Location data (users and order recipients): We collect precise or approximate location information from users’ and order recipients’ mobile devices if they allow us to do so through their device settings. HELLOVAN collects this data from the time an order is requested or until it is finalised, and whenever the app is running in the foreground (app open and on screen). See the “Options and Transparency” section below to learn how users and order recipients can enable the collection of precise location data. Users and order recipients can use HELLOVAN apps without allowing location data to be collected from their mobile devices. However, this may affect some functions of the apps.
Transaction information: We collect transaction information related to the use of our services, including the type of services requested or provided, order details (such as date and time, trip departure and destination addresses, distance travelled and items ordered) and payment transaction information (such as the name and location of the originating establishment, the amount charged and the payment method).
Usage data: We collect information about how users interact with our services. This includes the date and time of access, app features or pages viewed, browser type, app crashes and other system activity.
Device data: We collect data about the devices used to access our services, including hardware models, IP address or other unique device identifiers, operating systems and versions, software, preferred languages, advertising identifiers, device movement information and mobile network data.
Communication data: We collect data about phone, text message or in-app communications between users that are activated through HELLOVAN apps. This includes the date and time as well as the content of text or in-app messages. We may also collect the content of phone calls only when users are notified in advance that the call may be recorded.
How we use personal data
HELLOVAN uses data to make transportation and assembly services, as well as other products and services, reliable and convenient. We also use this data for the following:
Improving the safety of users and services Providing customer support Performing research and development tasks Enabling communication between users Running marketing and advertising campaigns Sending non-commercial communications to users Addressing issues related to legal procedures
We use the collected data to perform the following:
Provision of our services. HELLOVAN uses this information to provide, personalize, maintain, and improve our services.
This includes using data to:
Create or update accounts. Enable transportation, assembly, or other types of services or features. Process payments. Personalize user accounts. Provide users with service updates, generate receipts, and inform them of changes to our terms, services, or policies. Perform necessary operations to maintain our services, including fixing software bugs and operational issues. Security. We use data to maintain the security and integrity of our services and users. This includes:
Verifying the identity and compliance of users with requirements for providing transportation or assembly services, including background checks, to prevent unreliable VANNERS or users from using our services. Additionally, we may use facial recognition technology to process user profile pictures, identification pictures, or other pictures submitted by users to prevent identity theft or unauthorized use of our services by unauthorized App partners. We may also use selfies to verify that users are wearing masks, helmets, or other safety equipment using object verification technology. Using device, location, user profile, usage data, among others, to prevent, detect, and combat other types of fraud. This includes identifying fraudulent accounts or uses of our services, preventing unauthorized use of the services by unauthorized App partners, verifying user identity in connection with certain payment methods, and preventing and combating unauthorized access to user accounts. In some situations, such as when a user submits fraudulent documentation or misuses the HELLOVAN referral program, such behavior may result in automatic deactivation. For cases in the European Union or where required by law, deactivation will occur after human review. To object to such deactivation, please contact HELLOVAN customer support. Using user ratings, reported incidents, and other feedback to promote compliance with our Conduct Policies and as a basis for deactivating user accounts with low ratings or otherwise violating such guidelines in certain countries. In the European Union or where required by law, deactivation will only occur after human review or the possibility of appeal. Customer support. HELLOVAN uses collected information (which may include call recordings) to provide customer support, including investigating and addressing user concerns and monitoring and improving customer support responses and processes.
Research and development. We use data for testing, research, analysis, product development, and machine learning to improve the user experience. This allows us to improve the security of our services, make them more convenient and user-friendly, and develop new services and features. Enabling communications between users or between VANNERS and users.
Marketing and advertising. HELLOVAN uses data (excluding that of invited users) to market its services and those of HELLOVAN partners. This includes the following activities: Sending emails, text messages, push notifications, and in-app messages or other marketing or advertising communications for products, services, features, offers, promotions, sweepstakes, news, and events of HELLOVAN.”
HELLOVAN may use the data to send surveys and other communications that are not intended to market the services or products of HELLOVAN or its partners.
Legal proceedings and requirements. We use data to investigate or address claims or disputes relating to the use of HELLOVAN services in order to comply with the requirements of applicable laws, regulations, licenses or operating agreements, or pursuant to legal process or governmental request, including law enforcement.
Data Retention Time
We will process personal data for as long as it is necessary for the purpose for which it was collected. If you cancel all contracts, you can:
Maintain consent for commercial actions: we will process your data for the commercial actions that you have consented to. We will consider that you have chosen this option if you do not expressly revoke your consent. Revoke consent for commercial actions: we will cancel your data by blocking it. With this block, HELLOVAN will not have access to your data and will only process it for its availability to the competent Public Administrations, Judges and Courts or the Public Prosecutor’s Office, for the attention of possible responsibilities related to the data processing, particularly for the exercise and defense of claims before the Spanish Data Protection Agency. We will keep your data blocked for the periods provided for in the applicable provisions or, where appropriate, in the contractual relationships maintained with HELLOVAN, proceeding to the physical deletion of your data once these periods have elapsed. Recipients Personal data will not be transferred to third parties, except as required by law. No international transfers of data to third countries are made.
As data processors, we have contracted the following service providers, who have committed to compliance with the regulatory provisions applicable to data protection at the time of their hiring:
In relation to the processing of your personal data, you may contact HELLOVAN at any time to:
– Exercise your rights of access, rectification and erasure.
– Exercise your rights to limit the processing of your personal data.
object to the processing of your personal data.
– If you have given your consent for a specific purpose, you have the right to withdraw the consent given at any time, without affecting the lawfulness of the processing based on the consent prior to its withdrawal.
You may exercise these rights by sending a communication to firstname.lastname@example.org.
You also have the right to lodge a complaint with the supervisory authority (www.aepd.es) if you consider that the processing does not comply with the regulations in force.
Updates and modifications
HELLOVAN reserves the right to modify and/or update the information on data protection when necessary for the correct compliance with the Data Protection Regulation. In the event of any modification, the new text will be published on this page, where you will be able to access the current policy. In each case, the relationship with users will be governed by the rules in force at the precise moment when the website is accessed.