Privacy Policy

Last updated: 6 September 2026 · Applies to rideback.com.au, the RideBack app and the RideBack Driver app.

RideBack provides a personal-driver service in Australia: a professional driver drives you home in your own car. This policy explains what we collect, why, who sees it, how long we keep it and what you can ask us to do about it.

We handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. What we collect

Information you give us

• Identity and contact details — your name, email address and mobile number.
• Trip details — pickup address, any stops, drop-off address, date and time, service type, passenger numbers, and any notes you write for your driver, such as a gate code or where the car is parked.
• Your vehicle — make, colour, number plate and whether it is manual, so your driver can find the car and is able to drive it. Your driver sees this for their own job only.
• Emergency contact — optional. If you give us a name and mobile number, we hold it against your booking and it is shown to your driver only once the trip is underway. We use it only to reach that person if you are injured or unwell during a trip and cannot speak for yourself, or to tell them where your car has been left. See section 8 of our Terms. If you give us someone else's details, please make sure they are happy for you to.
• Account credentials — an email address and password. Passwords are hashed by our authentication provider; nobody at RideBack can see yours.
• Trip messages — messages you and your driver send each other in the app while a trip is underway.
• Ratings and feedback — the score and any written feedback you leave about a driver, or that a driver leaves about you, after a completed trip.
• Support correspondence — what you tell us when you contact support, make a complaint, or report an incident.
• Driver applications — if you apply to drive with us: date of birth, right-to-work status, licence type, licence and driving history, driving experience, availability and the results of background and criminal-history checks.

Information collected as you use the apps

• Location. With your permission, the app uses your device location to set your pickup point and show your position on the map. In the Driver app, a driver's location is shared while they are on an active job, so that you and dispatch can see them approaching. It is not collected when a driver is off duty. You can refuse or withdraw location permission at any time in your device settings — you can still book by typing an address.
• Notification token. If you turn on notifications, your device is issued an anonymous token so we can send you alerts about your trip. It identifies the device, not you personally.
• Device and usage data. Device type, operating system, app version and error logs, used to keep the apps working and to diagnose faults.

Information from other people

If someone books a trip for you, we receive your name and mobile number from them. If a driver or customer reports an incident, we may record what they tell us about the other person.

2. What we deliberately don't collect

• Your card number. Card payments go directly to Stripe. We receive a confirmation, the card brand and the last few digits — never the full number, and never the security code.
• Your face or fingerprint. If you use Face ID or Touch ID to open the app, that check happens entirely on your phone by Apple. RideBack receives only a yes or no. No biometric data is sent to us or stored by us, ever.
• Your browsing elsewhere. We run no advertising or cross-site tracking.
• We never sell personal information, and we never disclose it for another organisation's marketing.

3. Why we use it

We use your information for the purpose you gave it to us for, for a directly related purpose you would reasonably expect, or where the law requires or permits it.

4. Who we share it with

• Your driver — your first name, mobile number, pickup, stops, drop-off, your vehicle details and your trip notes, so they can do the job. Once the trip is underway they also see your emergency contact, if you gave one. Drivers never receive your payment details. Contact between you is only open while the trip is underway.
• Your emergency contact — only if you are injured or unwell during a trip and cannot speak for yourself, or to tell them where your vehicle has been left.
• Your customer, if you are a driver — your first name, mobile number and rating, so they know who is coming.
• Google (Firebase and Google Maps Platform) — hosting, database, authentication, notifications, and maps, autocomplete and routing. Addresses are sent to Google Maps to calculate routes, distance and travel time.
• Stripe — payment processing, under its own privacy terms.
• Vercel — website and application hosting.
• Our professional advisers and insurers — where needed for a claim, an audit or legal advice.
• Police, courts and regulators — where we are required by Australian law, where it is needed to establish or defend a legal claim, or where we reasonably believe it is necessary to prevent a serious threat to someone's life, health or safety.

We require our service providers to protect personal information and to use it only for the purpose we engaged them for.

5. Where it is stored

Our data is held in Google Firebase and processed by providers who may store or handle it outside Australia. In practice the countries most likely to be involved are the United States, where Google, Stripe and Vercel operate infrastructure, and other countries where those providers maintain data centres.

Before disclosing personal information overseas we take steps that are reasonable in the circumstances to ensure the recipient handles it in a way consistent with the Australian Privacy Principles.

6. Marketing, and how to stop it

Most of what we send you is about a specific trip — a confirmation, a driver on the way, a receipt. Those are service messages and they continue for as long as you use RideBack.

Separately, we may occasionally email you about RideBack services or offers. You can opt out at any time using the unsubscribe link in the email, or by emailing us. We will action it promptly and at no cost. We do not provide your details to anyone else for their marketing.

7. How long we keep it

When we no longer need personal information for any purpose set out in this policy, and no law requires us to keep it, we destroy it or de-identify it.

8. Keeping it safe, and data breaches

Information travels over encrypted HTTPS connections and is stored in access-controlled Google Firebase infrastructure. Access rules mean a customer can only read their own bookings, messages and ratings, and a driver only the jobs assigned to them. Administrative access is limited to authorised RideBack staff and protected by Google sign-in with two-step verification.

No system is perfectly secure, and no transmission over the internet can be guaranteed. We take reasonable steps to protect your information from misuse, interference, loss and unauthorised access, and we review those steps as the service changes.

If something goes wrong. If a data breach occurs that is likely to result in serious harm, we will assess it promptly and notify affected people and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme, and tell you what happened and what to do about it.

9. Your rights and choices

• Access. Ask for a copy of the personal information we hold about you. We will respond within 30 days, and we do not charge for a straightforward request.
• Correction. Ask us to correct anything inaccurate, out of date or incomplete. Most details you can edit yourself in the app.
• Deletion. Close your account from Settings in the app, or ask us. We delete or de-identify what we can. We must keep booking and payment records for the periods in section 7 — but they are locked away from day-to-day use.
• Location. Turn location permission off at any time in your device settings.
• Notifications. Turn push notifications off in your device settings, or in Settings in the app. Essential booking emails may still be sent.
• Marketing. Unsubscribe at any time — see section 6.

If we refuse an access or correction request, we will tell you why in writing and how to complain about it.

10. Dealing with us anonymously

You can browse rideback.com.au and ask us general questions without telling us who you are. We cannot run a trip anonymously — a driver needs a name, a number and an address to find you and to drive your car — but you are never obliged to give us more than that.

11. Children

RideBack is not directed at children, and you must be 18 or over to hold an account. We do not knowingly collect personal information from anyone under 16. A person under 18 may travel only with a responsible adult. If you believe a child has given us personal information, tell us and we will delete it.

12. Cookies and analytics

Our website and apps use only the storage needed to keep you signed in and to remember your own preferences on your own device — a remembered email address, a collapsed panel, an unsent message. That data stays on your device.

We do not use advertising cookies, and we do not use cross-site tracking or third-party ad networks. If we ever introduce analytics, we will update this policy and say what it does before turning it on.

Our site may link to other websites. We are not responsible for how those sites handle your information — have a look at their privacy policies before giving them anything.

13. If our business changes hands

If RideBack is sold, merged or restructured, personal information may transfer to the new owner as part of the business, so that your bookings and history continue to work. Any buyer would be bound by the Privacy Act, and we would tell you before your information became subject to a materially different privacy policy.

14. Complaints

If you think we have mishandled your personal information, tell us first at privacy@rideback.com.au. Please describe what happened and what you would like us to do. We will acknowledge within 5 business days and give you a written response within 30 days.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner: oaic.gov.au, 1300 363 992, or GPO Box 5288, Sydney NSW 2001.

15. Changes, and contacting us

If we change this policy we will update the date at the top of this page. Where a change materially affects you, we will tell you in the app or by email before it takes effect. Changes do not apply retrospectively in a way that is materially inconsistent with how we collected your information, unless you agree.

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