This Privacy Policy explains how TowMe ("we", "us", "our") collects, uses, shares, and protects your personal information when you use the TowMe app, website, and related services (the "Service"). We handle personal information in accordance with the New Zealand Privacy Act 2020 and the thirteen Information Privacy Principles.
1. Information we collect
We collect the following categories of information:
- Account information — name, email address, phone number, profile photo, and password (managed via our authentication provider, Clerk).
- Booking information — pickup and drop-off addresses, vehicle category and description, job notes, and the timing of your request.
- Location information — your device's precise location while the app is in use (Customers, to set pickup; Drivers, to receive matched jobs and share live ETA). For Drivers, location is collected while online so we can dispatch nearby jobs and share live position with the assigned Customer.
- Payment information — payment is processed by Stripe; we do not store full card numbers on our servers. We retain transaction references, amounts, and payout history.
- Driver verification — for Drivers, we collect documents such as driver licence, vehicle registration, insurance, and (where used) Stripe Identity verification data.
- Device & usage information — device type, OS version, app version, IP address, crash logs, and basic usage analytics so we can keep the Service stable.
- Communications — messages you send us (support emails, in-app chat).
2. How we use your information
We use personal information to:
- Provide, operate, and improve the Service;
- Match Customers with nearby eligible Drivers and produce accurate quotes and ETAs;
- Process payments and Driver payouts;
- Verify Driver identity and eligibility;
- Send transactional notifications (booking updates, receipts, payout notices);
- Respond to support requests and resolve disputes;
- Detect, prevent, and investigate fraud, abuse, and security incidents;
- Comply with legal obligations.
3. How we share information
We share information only as needed to run the Service:
- Between Customer and Driver — once matched, the Customer sees the Driver's name, vehicle, photo, and live location; the Driver sees the pickup and drop-off, contact number, and job notes.
- Service providers — Clerk (authentication), Stripe (payments, payouts, and identity verification), Google (maps, routing, places autocomplete), and infrastructure providers (hosting, error tracking). These providers process information on our behalf under contractual confidentiality obligations.
- Legal & safety — to comply with the law, respond to lawful requests, or protect the rights, safety, and property of TowMe, our users, or others.
- Business transfers — in the event of a merger, acquisition, or sale of assets, information may be transferred to the successor entity subject to this Policy.
We do not sell your personal information.
4. Location data
Location is core to the Service. Customers can disable precise location in their device settings, but the app may not be able to set an accurate pickup without it. For Drivers, location is shared with the platform only while they are online; turning off "online" stops location reporting. Background location is used only when a Driver has an active job, to share live ETA with the Customer.
5. Notifications
We send push notifications and emails for booking updates, driver offers, payout events, and account security. You can disable push notifications in your device settings; transactional emails are required for the Service and cannot be opted out of while you hold an account.
6. Data retention
We retain personal information for as long as your account is active and for a reasonable period afterwards to comply with legal, tax, and accounting obligations, to resolve disputes, and to enforce our agreements. Trip history and payment records are typically retained for at least seven (7) years to meet New Zealand record-keeping requirements.
7. Your rights
Under the New Zealand Privacy Act 2020 you have the right to access and request correction of your personal information. To exercise these rights, or to request deletion of your account, email support@towme.co.nz from the address linked to your account. We will respond within 20 working days. We will delete information that we are not legally required to retain.
8. Security
We use industry-standard safeguards — encryption in transit (HTTPS/TLS), encrypted data storage, access controls, and audit logging — to protect personal information. No method of transmission or storage is 100% secure; if we become aware of a notifiable privacy breach we will notify affected users and the Office of the Privacy Commissioner as required by law.
9. International transfers
Some of our service providers (e.g. Clerk, Stripe, Google) may process information outside New Zealand. We require these providers to apply protections comparable to those in the New Zealand Privacy Act 2020.
10. Children
The Service is not directed to children under 18 and we do not knowingly collect personal information from them. If you believe we have, contact us and we will delete it.
11. Changes to this Policy
We may update this Policy from time to time. We will post the updated version with a new effective date and, for material changes, notify you in the app or by email.
12. Contact
For any privacy question or to make a complaint, contact us at support@towme.co.nz. If you are not satisfied with our response you may contact the New Zealand Office of the Privacy Commissioner at privacy.org.nz.