At TovRide, we are committed to protecting your privacy and handling your personal information with care and transparency. This Privacy Policy explains what personal information we collect, why we collect it, how we use and share it, and your rights regarding that information.
TovRide is a trading name of Coveryou Pty Ltd. References to "TovRide", "we", "us", or "our" in this Policy refer to Coveryou Pty Ltd.
This Policy complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). TovRide operates as a Booking Service Provider (BSP) registered with Safe Transport Victoria under the Commercial Passenger Vehicles Industry Act 2017 (Vic). In New South Wales, TovRide operates under the Point to Point Transport (Taxis and Hire Vehicles) Act 2016 (NSW) and is regulated by the Point to Point Transport Commission (NSW).
By using the TovRide app, website, or services, you consent to the collection and use of your personal information as described in this Policy.
01. What We Collect
We collect personal information that is necessary to provide TovRide's services safely and effectively. We collect information you provide to us, information generated when you use our services, and information from third parties where relevant.
Information You Provide
| Category | What We Collect |
|---|---|
| Account information | Full name, email address, mobile phone number, profile photo, password |
| Payment information | Payment method details — processed and stored securely by Stripe. TovRide does not store your full card number or BSB/account details. |
| Identity verification | Date of birth (to verify you are 18 or over) |
| Emergency contact | Name and phone number of your nominated emergency contact (with their consent) |
| Communications | Messages, support requests, complaints, or feedback you submit to TovRide |
| Ratings & feedback | Ratings and reviews you submit about drivers or trips |
Information We Collect When You Use TovRide
| Category | What We Collect |
|---|---|
| Location data | GPS location from the time you request a ride until your trip ends. We use this to match you with a driver, track your trip, and improve routing. We may also collect approximate location when the app is open. |
| Trip information | Pickup and drop-off addresses, trip date and time, distance, duration, fare amount, payment method used, and trip status |
| Usage data | How you interact with the TovRide app — features accessed, search history within the app, app crash reports |
| Device data | Device type, operating system, app version, IP address, and device identifiers |
| Communications | In-app messages between you and your driver (these are anonymised — your real phone number is never shared with drivers) |
| In-vehicle recording | TovRide vehicles may be fitted with in-car safety cameras. Video footage may be retained for safety and dispute resolution purposes. |
Information From Third Parties
- Payment processors (Stripe) — confirmation of payment status and fraud signals
- Mapping and navigation providers — route and traffic data used to estimate fares and provide navigation
- Safe Transport Victoria (VIC) and the Point to Point Transport Commission (NSW) — driver accreditation status, where relevant to your safety
- Law enforcement and regulatory authorities — where required by law
02. How We Use Your Data
We use your personal information only for the purposes for which it was collected or closely related purposes you would reasonably expect. We do not use your data for unrelated purposes without your consent.
To Provide the TovRide Service
- Match you with an available, accredited driver
- Calculate and display your fare estimate and process payment
- Provide real-time trip tracking for you and your emergency contact (if enabled)
- Send trip receipts and booking confirmations
- Enable in-app communication between you and your driver
Safety
- Verify driver accreditation and vehicle compliance before every booking
- Operate the in-app emergency button and safety features
- Investigate incidents, complaints, and safety concerns
- Report notifiable incidents to Safe Transport Victoria (VIC) or the Point to Point Transport Commission (NSW) as required by law
- Retain in-car camera footage for safety and dispute resolution
Improving TovRide
- Analyse usage patterns to improve the app and services
- Diagnose and fix technical problems
- Understand how passengers and drivers use TovRide to make it better
Communications
- Send transactional messages — trip receipts, booking updates, safety alerts
- Respond to your enquiries and complaints
- Send service updates and policy change notifications
- Send promotional communications where you have opted in (you can opt out at any time)
Legal & Regulatory Compliance
- Comply with our obligations as a BSP under the CPVI Act 2017 (Vic)
- Maintain records required by transport, privacy, and consumer protection laws
- Respond to lawful requests from regulators, courts, or law enforcement agencies
- Prevent fraud, enforce our terms, and protect TovRide and its users
04. Data Retention & Deletion
We retain your personal information for as long as necessary to provide you with TovRide services and to comply with our legal obligations.
| Data Type | Retention Period | Reason |
|---|---|---|
| Account information | Duration of account + 7 years | Legal and tax compliance |
| Trip records | Minimum 3 years | CPVI Regulations 2018 (Vic) |
| Complaint records | Minimum 3 years | Regulation 33, CPVI Regulations 2018 |
| Payment records | 7 years | Tax and financial record-keeping laws |
| In-car camera footage | Up to 30 days unless subject to a complaint or incident | Safety and dispute resolution |
| Safety incident records | Minimum 3 years | Regulatory compliance |
| Driver accreditation check records | Minimum 3 years | CPVI Regulations 2018 (Vic) |
Account Deletion
You may request deletion of your TovRide account at any time by contacting support@tovride.com.au. Upon deletion, we will remove your personal information from active systems. Some information may be retained in anonymised or aggregated form, or where we are required to retain it by law (for example, trip records and complaint records under the CPVI Regulations 2018).
05. Data Security
TovRide implements appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, or disclosure. These measures include:
- Encryption of personal data in transit (TLS) and at rest
- OTP-based authentication for account access
- Strict access controls — only authorised personnel can access personal data
- Payment data handled exclusively by Stripe, a PCI DSS-compliant payment processor
- Regular security monitoring and system audits
- Immutable audit logs for all system access and data changes
No method of transmission over the internet is 100% secure. If you believe your account has been compromised, contact us immediately at support@tovride.com.au.
07. Your Rights
Under the Australian Privacy Act 1988 and the Australian Privacy Principles, you have the following rights regarding your personal information:
To exercise any of these rights, contact us at support@tovride.com.au. We will respond to all requests within a reasonable timeframe and in any event within 30 days.
If you are not satisfied with how TovRide has handled your personal information, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or by calling 1300 363 992.
08. Children
TovRide services are not intended for use by persons under the age of 18. We do not knowingly collect personal information from children under 18. If you believe we have inadvertently collected information from a minor, please contact us immediately at support@tovride.com.au and we will delete it promptly.
Passengers may arrange TovRide rides for accompanied children under 18, in which case the account holder is responsible for compliance with child passenger safety laws and these Terms.
09. Australian Privacy Compliance
TovRide is committed to compliance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). In particular:
- We only collect personal information that is reasonably necessary for our functions and activities
- We collect personal information by lawful and fair means and, where reasonably practicable, directly from you
- We take reasonable steps to ensure the accuracy of personal information we hold
- We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access or disclosure
- We do not disclose personal information to overseas recipients unless we have taken reasonable steps to ensure they comply with Australian privacy standards or you have consented
- We do not use government identifiers as our own identifiers for individuals
Victorian & NSW Transport Compliance
As a Booking Service Provider registered with Safe Transport Victoria, TovRide is required to collect, retain, and in certain circumstances share specific data under the Commercial Passenger Vehicles Industry Act 2017 (Vic) and CPVI Regulations 2018. In New South Wales, equivalent obligations apply under the Point to Point Transport (Taxis and Hire Vehicles) Act 2016 (NSW) and associated regulations, overseen by the Point to Point Transport Commission. These regulatory obligations — including retention of trip records, driver accreditation records, complaint records, and notifiable incident reports — take precedence over data deletion requests where applicable.
10. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or the way TovRide handles your personal information, please contact us:
Privacy Enquiries — TovRide
Email: support@tovride.com.au
Mail: Privacy Officer, Coveryou Pty Ltd, Suite 2, 86 High Street, Berwick VIC 3806
We will acknowledge your enquiry within 2 business days and respond substantively within 30 days.
If you are not satisfied with our response, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC):
- Website: oaic.gov.au
- Phone: 1300 363 992
- Mail: GPO Box 5218, Sydney NSW 2001
11. Updates to This Policy
TovRide may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or privacy practices. Where changes are material, we will notify you via the app or by email to your registered address at least 7 days before the changes take effect.
The date of the most recent update is shown at the top of this page. Your continued use of TovRide services after the effective date of any update constitutes acceptance of the revised Policy.