Privacy Policy

1. Introduction

RecoBuddy respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you use RecoBuddy, including:

• the RecoBuddy mobile application;
• the RecoBuddy website;
• RecoBuddy Business and business portals;
• driver and provider accounts;
• customer accounts;
• vehicle transport and recovery bookings;
• our payment, communication and support services; and
• any other services operated by RecoBuddy.

This policy applies to customers, individual users, business users, employees or representatives of business customers, drivers, recovery providers, transport providers, website visitors and anyone else who interacts with RecoBuddy.

RecoBuddy is a technology marketplace that connects individuals and businesses requiring vehicle transport or recovery with independent vehicle transport and recovery providers.

RecoBuddy does not normally perform the vehicle transport or recovery service itself. Independent providers are responsible for carrying out the transport or recovery work they accept through the platform.

This Privacy Policy should be read alongside our Terms and Conditions, Driver or Provider Agreement, Commission and Payment Terms, Cookie Policy and any other applicable RecoBuddy policies.

2. Who We Are

For the purposes of UK data protection law, the data controller is:

RecoBuddy Ltd

Company number: 17033260

Registered address:

4th Floor
Silverstream House
45 Fitzroy Street
Fitzrovia
London
W1T 6EB

Website: www.recobuddy.co.uk

Email: admin@recobuddy.co.uk

Telephone: 020 3411 1614

ICO Registration Number: ZC151461

When this Privacy Policy refers to “RecoBuddy”, “we”, “us” or “our”, it means RecoBuddy Ltd.

3. Personal Information We Collect

The information we collect depends on how you use RecoBuddy.

We may collect the following categories of personal information.

3.1 Account and Contact Information

This may include:

• full name;
• email address;
• telephone number;
• postal or business address;
• profile photograph;
• account username or identifier;
• login and authentication information;
• communication preferences; and
• account settings.

3.2 Business Account Information

If you use RecoBuddy on behalf of a business, we may collect:

• business name;
• business address;
• company number;
• VAT information, where applicable;
• trading information;
• business telephone number;
• business email address;
• employee or account-user details;
• employee roles and account permissions;
• billing details;
• invoice information;
• transaction history;
• expense and booking information; and
• other information required to operate or administer the business account.

This may apply to dealerships, vehicle traders, garages, bodyshops, fleet operators, insurers, auction-related businesses and other commercial users.

3.3 Vehicle and Job Information

When a vehicle movement or recovery request is created, we may collect information including:

• vehicle registration number;
• vehicle make and model;
• vehicle type;
• vehicle condition;
• whether the vehicle runs or drives;
• vehicle collection location;
• vehicle delivery location;
• requested collection or delivery dates;
• job instructions;
• access requirements;
• key availability;
• collection and delivery contact details;
• photographs;
• vehicle-related notes; and
• other information relevant to completing the job.

Some of this information may relate to another person, for example where a dealership provides the details of a collection or delivery contact.

4. Driver and Provider Information

Drivers, transport providers and recovery providers may be required to provide additional information.

This may include:

• full name;
• business or trading name;
• telephone number;
• email address;
• address;
• date of birth where required;
• profile photograph;
• driving licence information;
• vehicle information;
• vehicle registration information;
• V5C or vehicle ownership or keeper documentation;
• motor insurance certificates;
• goods-in-transit or other insurance documentation where applicable;
• operator information;
• business information;
• verification documents;
• identity information;
• bank and payout information;
• tax or VAT information where required;
• proof of eligibility or compliance;
• vehicle photographs;
• ratings and reviews;
• completed job information;
• cancellation information;
• complaint or dispute information; and
• other documentation reasonably required to verify eligibility to use the RecoBuddy platform.

We may periodically ask providers to update or renew documents where they expire or where further verification is reasonably required.

5. Payment and Financial Information

Payments and provider payouts may be processed using third-party payment providers, including Stripe and Stripe Connect.

Information processed in connection with payments may include:

• payment amount;
• payment status;
• card-related transaction information;
• billing information;
• refunds;
• payouts;
• bank account information;
• payment identifiers;
• invoices;
• commission records;
• chargebacks;
• payment disputes;
• transaction history;
• payment risk information; and
• payment-provider verification information.

RecoBuddy does not generally need to store your complete card number.

Payment providers may collect certain information directly from you and process it under their own privacy policies and legal obligations.

Drivers and providers using Stripe Connect may also be required to provide identification, banking, tax, business or verification information directly to Stripe.

6. Location Information

RecoBuddy may process location information where this is required to provide platform features.

This may include:

• GPS location;
• precise location;
• approximate location;
• collection and delivery locations;
• driver location during an active job;
• route and journey information;
• arrival information;
• location timestamps; and
• other location-related job information.

Location information may be used to:

• display active vehicle movements;
• enable live tracking;
• allow customers or businesses to follow an active job;
• allow providers to manage collections and deliveries;
• verify arrival or job progress;
• assist with disputes or support issues;
• improve platform safety;
• help detect misuse or fraud; and
• operate location-based platform functionality.

Where your device operating system requires permission for location access, you can manage those permissions through your device settings.

Some RecoBuddy features may not work correctly if location access is disabled.

Where appropriate, access to live provider location information will be limited to those who require it in connection with the relevant booking or platform operation.

7. Messages and Communications

RecoBuddy provides communication tools that may allow users, businesses and providers to communicate through the platform.

We may process:

• in-app messages;
• message timestamps;
• sender and recipient details;
• support messages;
• emails;
• SMS messages;
• push notifications;
• complaint correspondence; and
• other communications made through or relating to the platform.

Monitoring In-App Communications

RecoBuddy may review in-app communications where reasonably necessary for purposes including:

• customer or provider support;
• resolving disputes;
• investigating complaints;
• platform safety;
• fraud prevention;
• preventing abuse;
• enforcing platform rules;
• detecting attempts to move RecoBuddy bookings or payments outside the platform;
• protecting customers, businesses and providers; and
• complying with legal obligations.

Access to communications is restricted to circumstances where there is a legitimate operational, security, compliance or legal reason to review them.

Users should not assume that messages sent through RecoBuddy are private from RecoBuddy itself.

8. Job Evidence and Completion Information

RecoBuddy may collect and retain evidence relating to vehicle transport and recovery jobs.

This may include:

• collection photographs;
• delivery photographs;
• vehicle condition photographs;
• location information;
• timestamps;
• completion records;
• delivery confirmation;
• collection confirmation;
• completion or delivery codes;
• driver updates;
• customer updates;
• signatures, where used;
• messages;
• waiting-time evidence;
• dispute evidence;
• support records; and
• other information reasonably necessary to establish what occurred during a job.

This information may be used to manage bookings, investigate disputes, handle payment issues, respond to complaints and protect users of the platform.

9. Technical and Device Information

When you use the RecoBuddy website, app or business portal, we may automatically collect technical information including:

• IP address;
• device type;
• operating system;
• browser type;
• app version;
• device identifiers;
• login information;
• session information;
• crash information;
• diagnostic data;
• security logs;
• timestamps;
• pages or screens viewed;
• interactions with features;
• referral source; and
• website or app performance information.

We use this information to operate, protect and improve the platform.

10. Cookies and Similar Technologies

Our website and online services may use cookies and similar technologies.

These may be used for:

• essential website functionality;
• security;
• authentication;
• remembering preferences;
• analytics;
• performance measurement;
• advertising;
• conversion measurement; and
• improving our services.

Where consent is required for non-essential cookies or similar technologies, we will ask for it.

More information is available in our separate Cookie Policy.

11. Information We Receive From Other Sources

We may receive personal information from sources other than directly from you.

These may include:

• another RecoBuddy user;
• a business account administrator;
• an employer or organisation using RecoBuddy;
• a dealership or garage;
• a customer;
• a transport or recovery provider;
• payment providers such as Stripe;
• fraud and security providers;
• identity or document verification services where used;
• app stores;
• analytics providers;
• advertising platforms;
• publicly available sources; and
• authorities or regulators where legally appropriate.

For example, a business user may provide the name and telephone number of the person who will release a vehicle at a collection location.

Where information about you is supplied by another person, we will use it only where we have a lawful reason to do so.

12. How We Use Personal Information

We may use personal information for the following purposes.

Providing the RecoBuddy Platform

To:

• create and manage accounts;
• allow users to post jobs;
• display available jobs to providers;
• allow providers to submit quotes;
• allow customers and businesses to compare quotes;
• create and manage bookings;
• facilitate communication;
• provide tracking information;
• manage job completion;
• administer business accounts; and
• provide the features available through RecoBuddy.

Processing Payments

To:

• process customer payments;
• facilitate provider payouts;
• calculate commissions;
• issue refunds;
• maintain invoices and payment records;
• investigate payment disputes;
• manage chargebacks; and
• prevent payment fraud.

Provider Verification

To:

• verify providers;
• check submitted documents;
• review insurance information;
• maintain platform standards;
• identify expired documentation;
• investigate provider eligibility; and
• help maintain trust and safety.

Customer and Business Support

To:

• respond to enquiries;
• investigate complaints;
• provide technical support;
• resolve disputes;
• manage refunds;
• investigate cancellations; and
• assist users with their accounts or bookings.

Safety, Security and Fraud Prevention

To:

• protect RecoBuddy and its users;
• detect suspicious activity;
• prevent fraud;
• prevent platform abuse;
• investigate off-platform transactions;
• enforce our agreements and policies;
• protect payment systems;
• secure accounts; and
• investigate safety incidents.

Improving RecoBuddy

To:

• understand how RecoBuddy is used;
• diagnose technical problems;
• improve the app, website and business portal;
• develop new functionality;
• analyse platform performance;
• understand customer and provider needs; and
• improve user experience.

Legal and Regulatory Requirements

To:

• maintain accounting records;
• comply with tax obligations;
• respond to lawful requests;
• comply with data protection requirements;
• establish, exercise or defend legal claims;
• cooperate with courts, regulators or law enforcement where legally required; and
• comply with other applicable legal obligations.

13. Our Lawful Bases for Processing

UK data protection law requires us to have a lawful basis for processing personal information.

The lawful basis we rely on depends on the purpose for which the information is being used.

Contract

We may process personal information where it is necessary to:

• provide RecoBuddy services requested by you;
• create and operate your account;
• process bookings;
• provide quotes;
• facilitate payments;
• provide platform communications;
• manage provider accounts; or
• take steps at your request before entering into a contract.

Legitimate Interests

We may process information where necessary for our legitimate interests or the legitimate interests of another party, provided those interests are not overridden by your rights and interests.

Our legitimate interests may include:

• operating and improving RecoBuddy;
• protecting users and businesses;
• preventing fraud;
• investigating platform misuse;
• preventing circumvention of RecoBuddy;
• securing our systems;
• resolving disputes;
• maintaining appropriate records;
• analysing platform performance;
• improving services;
• communicating with existing customers or business contacts where permitted; and
• protecting our legal and commercial interests.

Where required, we assess whether our interests are proportionate and whether your rights outweigh those interests.

Legal Obligation

We may process information where necessary to comply with legal obligations, including:

• tax;
• accounting;
• regulatory requirements;
• data protection requirements;
• court orders; and
• other legal duties applying to RecoBuddy.

Consent

Where required, we may rely on your consent.

This may include certain:

• marketing communications;
• cookies;
• advertising technologies;
• device permissions; or
• other optional processing.

Where we rely on consent, you may withdraw it at any time.

Withdrawal does not affect processing that was lawful before consent was withdrawn.

Legal Claims and Other Applicable Grounds

Where appropriate, information may also be processed to establish, exercise or defend legal claims or under another lawful basis permitted by applicable law.

14. Special Category Information

RecoBuddy does not normally require sensitive or “special category” personal information such as information concerning:

• racial or ethnic origin;
• political opinions;
• religious beliefs;
• health;
• sexual orientation; or
• biometric information used for identification.

Please avoid including this type of information in job descriptions, messages or support requests unless it is genuinely necessary.

If we receive special category information and need to process it, we will only do so where an appropriate lawful basis and an additional condition under data protection law applies.

15. How Information Is Shared Between RecoBuddy Users

RecoBuddy is a marketplace, and certain information needs to be shared so jobs can be quoted for and completed.

Information Shared With Providers

Depending on the stage of the booking, a provider may receive information such as:

• vehicle details;
• general job requirements;
• collection location;
• delivery location;
• timing requirements;
• relevant job notes; and
• other information required to provide an accurate quote.

After a booking is confirmed, additional information may be shared where needed to complete the job, including relevant contact information.

Information Shared With Customers and Businesses

Customers or businesses may see provider information including:

• provider or business name;
• profile information;
• ratings or reviews;
• relevant vehicle or service information;
• quote information; and
• tracking or job-status information.

We aim to share only information reasonably necessary for the relevant stage of the RecoBuddy transaction.

16. Who Else We Share Personal Information With

We may share personal information with trusted third parties where required to operate RecoBuddy.

These may include:

Payment Providers

Including Stripe and related payment services used to process payments, provider onboarding, verification and payouts.

Hosting and Technology Providers

Companies that provide:

• cloud hosting;
• databases;
• software infrastructure;
• authentication;
• communication services;
• app infrastructure;
• website hosting;
• cybersecurity; and
• technical support.

Website and Analytics Providers

This may include services used for:

• website hosting;
• website analytics;
• app analytics;
• performance monitoring;
• search analytics; and
• error reporting.

Our website is currently operated using Wix services.

Communication Providers

Providers used to deliver:

• emails;
• SMS messages;
• push notifications;
• verification codes; and
• customer communications.

Professional Advisers

Where necessary, information may be shared with:

• accountants;
• lawyers;
• insurers;
• auditors; and
• other professional advisers.

Authorities and Regulators

We may disclose information to:

• courts;
• law enforcement;
• government authorities;
• regulators;
• tax authorities; or
• other public bodies

where disclosure is required or permitted by law.

Business Transactions

If RecoBuddy is involved in a merger, acquisition, investment, reorganisation, sale of assets or sale of the business, personal information may be disclosed to relevant advisers, investors, prospective purchasers or acquiring organisations subject to appropriate confidentiality and data protection safeguards.

We do not sell personal information to third parties.

17. Stripe and Payment Processing

RecoBuddy uses Stripe services for payment processing and may use Stripe Connect for provider onboarding and payouts.

Stripe may process information including:

• payment details;
• identity information;
• bank information;
• business information;
• device information;
• fraud-prevention information;
• transaction information; and
• verification information.

Some information may be collected directly by Stripe rather than RecoBuddy.

Stripe may act as a separate data controller for some of its processing, particularly where it processes information to meet its own legal, regulatory, fraud-prevention or compliance obligations.

You should review Stripe's privacy information for further details about how Stripe uses personal information.

18. Business Accounts and Employees

A RecoBuddy Business account may have multiple authorised users.

The business may nominate administrators or other employees who can access information associated with that business account.

Depending on the permissions provided, authorised business users may be able to access information including:

• bookings;
• job history;
• vehicle movements;
• quotes;
• invoices;
• expenses;
• account details;
• employee activity;
• transaction records; and
• other business-account information.

The organisation using RecoBuddy is responsible for ensuring it has authority to add individuals to its business account and