Privacy Policy

Last updated: 27 September 2026

This policy explains how ROVR Technology Ltd (“ROVR”, “we”, “us”) collects, uses, shares and protects personal information when you use the ROVR app and these web pages to request, pre-book or carry out vehicle recovery in the United Kingdom. It applies to customers and to recovery drivers.

1. Who we are

ROVR Technology Ltd is the controller of your personal information for the ROVR service. We are a company registered in England and Wales with company number 17344141. Our registered office address is shown on the Companies House register.

You can contact us about privacy at info@rovr.online or on +44 7902 462977. We have not appointed a data protection officer; the same contact details reach the person responsible for data protection at ROVR.

2. Information we collect

Everyone who uses the app

• Account details: your name, email address, phone number and country code, whether you are a customer or a driver, and your password (stored only as a one-way hash, so we cannot read it). If you add one, your profile photo.
• Sign in with Apple or Google: the name and email address the provider shares with us (with Apple this may be a private relay address), and the identifier of your Apple or Google account. If you sign in with Apple, we may also keep a token from Apple so that we can disconnect ROVR from your Apple ID when you delete your account.
• Location: the precise location of your device, when you allow it (see section 4).
• Bookings: pickup and drop-off addresses and map points, the recovery type, dates and times, prices, status and history, photos of your vehicle’s condition you choose to add, your answers about the vehicle (for example whether it starts, whether the wheels turn, what has happened, where it is, whether it is automatic or electric, whether the keys are with it, and how many people need a lift), any note you add for the driver (on a live request or a pre-booking), cancellation or decline reasons, whether a pre-booking was cancelled or withdrawn late, and whether, and when, you asked for the recovery to start straight away or, for a pre-booking, at the booked time (see our Terms, section 5). When a booking is paid we make a receipt and email it to the customer as a PDF: the customer’s name, the booking reference, the addresses, the recovery type, the price and each part of it, when it was paid, the card type and its last 4 digits, any refund (and, for a cancelled booking, when it was cancelled and any cancellation charge), and the driver’s first name and vehicle (without its registration number). If a paid booking is cancelled and money is refunded, we email the customer a short refund note with the updated receipt. When a job is completed, or a paid booking is cancelled and the driver is paid a cancellation fee, we make an earnings statement and email it to the driver as a PDF: the driver’s name, the booking reference and date, the addresses, the customer’s first name only, the fare, our platform fee and the driver’s earnings, and whether and when the payout was sent. Only the customer can open the receipt in the app, and only the driver the earnings statement; a link to either stops working after 7 days at most. Please don’t put personal or health details in a note for the driver; it is only for practical information such as where the keys are or how to find the vehicle.
• Messages: the in-app chat between the customer and the driver of a booking.
• Ratings, reviews and reports: star ratings and written feedback, and any report you make about another user (the reason and your description).
• Payments: card details you enter in the app go directly to our payment provider, Stripe. We never see or store your full card number. We keep Stripe’s reference to a saved card, the type and last 4 digits of the card a booking was paid with (for the receipt), and records of payments and refunds.
• Device and notifications: your push-notification token and device type, so we can send you job updates and chat messages.
• Support: what you tell us when you email or phone us.
• Technical information: records our servers make when the app talks to them (for example the time, the request and the result). These can include account and booking references, the location sent when you search for drivers or ask for a price, and the text of notifications we send, including names and chat messages. At our hosting provider they also include the connecting IP address. We use these to keep the service secure and working.

Recovery drivers, in addition

• Documents: photos or PDFs of your driving licence, insurance and vehicle registration document (V5C).
• Vehicle: make, model, year, colour, recovery type and registration number.
• Approval: whether your documents have been checked and your account approved or suspended.
• Earnings: what you earned for each job, fees, payouts, the earnings statement for each job (see above) and your Stripe Connect account reference. Your identity and bank details for payouts are collected by Stripe directly during onboarding; ROVR does not receive your bank details.

Information we get from others

• ratings, reviews and reports that other users make about you;
• from Stripe: whether a driver’s payout account is set up and verified, and the outcome of payments and refunds;
• from Apple or Google: the sign-in details described above.

Collected by software from other providers inside the app

The app includes Google Maps and Places (maps, address search and routes), Google Sign-In and Stripe’s payment software. These providers may collect information such as device identifiers, how you interact with their features, performance and crash data, and the addresses you search for, to run, secure and improve their services and to prevent fraud. They handle it under their own privacy policies: Google, Stripe. The ROVR app contains no advertising software and does not use your device’s advertising identifier.

3. How we use your information and why

UK data protection law requires a lawful basis for each use. Ours are set out below.

The app asks for access to your location, camera, photos and notifications through iOS. You can change these at any time in your iPhone’s Settings; some features won’t work without them (for example, a driver can’t receive jobs without location).

To create an account you need to give us your name and email address, and a phone number if you sign up with your email address. Drivers must also provide the documents and vehicle details in section 2 to be approved. Without them we can’t provide the service.

No marketing. We don’t send marketing emails or marketing notifications. If that ever changes, we will ask for your permission first.

Automated matching. The app automatically offers a request to approved drivers near the pickup point, based on the distance from the last location their app sent us and their vehicle type. If 3 or more people need a lift with the vehicle, the booking must be a 4x4 recovery and is offered only to drivers with a 4x4 recovery vehicle. We don’t make decisions about you based solely on automated processing that have legal or similarly significant effects. Driver approval is decided by a person at ROVR.

4. Location

• Customers: with your permission, the app uses your location while you are using it to set your pickup point and show recovery drivers near you. The app sends your location to us while you use it.
• Drivers: whenever the app is open, it sends your location to us, and we use the most recent one to offer you nearby jobs, including after you close the app. During an accepted job it keeps sharing your location, including when the app is in the background, so the customer can follow your arrival. iOS shows the blue location indicator while this happens, and sharing for the job stops when the job ends. ROVR never asks for “Always” location permission.
• We keep your most recent location on your account (it is replaced each time it updates) and the pickup and drop-off points on each booking. For drivers, each booking also records how far you were from the pickup point when the request was offered to you. Our server records can also contain the location sent when you search for drivers or ask for a price; we keep these for 90 days (see section 8). We do not otherwise keep a history of your movements.

5. What other users see

• Before a booking, anyone signed in to ROVR who looks for a recovery or searches for a driver by name can see a driver’s name, profile photo, rating, vehicle make, model, year, colour and recovery type, and an approximate location (to about 1 kilometre) based on the last location the driver’s app sent us, which may be from when they last used the app. They also see a rounded distance (to the nearest mile) and travel time (to the nearest 5 minutes). They do not see the driver’s phone number, registration number or exact location.
• When a request is offered to drivers, each driver it is offered to sees the customer’s name and profile photo, the pickup and drop-off addresses and points, any vehicle photos, and the customer’s answers about the vehicle (including how many people need a lift). They see that the customer left a note, but not the note itself. They do not see the customer’s phone number or email address.
• During an accepted recovery, the customer sees the driver’s name, photo, rating, vehicle including its registration number, phone number and live location until the job ends. The driver sees the customer’s name and phone number, the pickup and drop-off addresses and points, any vehicle photos, the answers about the vehicle and any note for the driver, and the chat. After the job ends, each keeps the booking in their history without the other’s phone number and, for the driver, without the customer’s note. Drivers never see a customer’s email address.
• Pre-bookings: before a pre-booking goes live, a driver sees the customer’s first name and the job details (including the answers about the vehicle; a driver who is asked to take the booking sees the note for the driver only once they accept it), and the customer sees the driver’s name, photo, rating and vehicle, but not their phone number or registration number.
• Reports: if a customer and a driver report each other (either way round), we do not match them with each other again, unless we review the report and find it was made in error.
• Reviews: a driver’s reviews, with the reviewer’s name and photo (never their phone number or email address), can be seen by the driver and by other signed-in users.
• Receipts and earnings statements: the customer’s receipt shows the driver’s first name and vehicle make, model and colour, never their phone number or registration number. The driver’s earnings statement shows the customer’s first name only, never their surname, phone number, email address or card details. Each is sent only to that person.

6. Who we share it with

We use the service providers below to run ROVR. Most of them process personal information only on our instructions, under data processing terms that require them to keep it secure. Google and Apple (for sign-in, maps and the software in the app) and Stripe (for fraud prevention, identity checks and its own legal obligations) also use some information for their own purposes, under their own privacy policies.

We may also share information with our professional advisers (such as accountants, lawyers and insurers), with the other party to a booking, their insurer or legal representatives where this is needed to deal with a claim about a recovery, with the police or other authorities where the law requires it or where it is needed to protect someone’s safety, and with a buyer of our business if ROVR is sold, under confidentiality. We never sell personal information.

7. International transfers

Our servers and database are in Ireland. Uploaded photos and documents (profile photos, driver documents and vehicle photos) are still stored in Sydney, Australia; we plan to move them to Ireland. Some of our providers also process information in the European Union, the United States and other countries outside the UK. Ireland is in the European Economic Area (EEA), and the UK’s adequacy regulations recognise the EEA as giving personal information adequate protection, so information held there needs no extra safeguards. The UK has no adequacy regulations for Australia, so for information stored there we rely on the ICO’s International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, which are included in our providers’ data processing terms. For United States providers certified under the UK Extension to the EU–US Data Privacy Framework (the “UK–US data bridge”) we rely on that certification; otherwise we rely on the same contractual safeguards. You can ask us for more information about these safeguards.

8. How long we keep it

9. Security

We protect personal information with technical and organisational measures appropriate to the risk, including restricted administrator access, passwords stored only as one-way hashes, card details handled by Stripe rather than by us, encrypted (HTTPS) connections to our website and app interface, and encryption of stored Sign in with Apple tokens. No system is completely secure. If a breach puts your rights at risk, we will tell you and the ICO as the law requires.

10. Your rights

Under UK data protection law you have the right to:

• access the personal information we hold about you and receive a copy;
• have inaccurate information corrected (you can edit most details in the app under Account > Edit profile);
• have your information erased;
• restrict how we use it;
• receive information you gave us in a portable, machine-readable format (data portability).

Your right to object. Where we use your information because of our legitimate interests (see section 3), you can object at any time. We will stop unless we have compelling legitimate grounds that override your interests, rights and freedoms, or we need the information for legal claims.

We do not rely on your consent for any of the uses in section 3. You can still switch off location, camera, photos and notification access at any time in iOS Settings.

To use any of these rights, contact us by email at info@rovr.online or by phone on +44 7902 462977. It helps us confirm it is you if you email from the address on your account. We may need to confirm your identity. We will reply within one month, or tell you within that month if we need up to two more months for a complex request. There is normally no charge.

Deleting your account

You can delete your account in the app: Account > Delete account, then confirm. We then:

• remove your name, email address, phone number, password, profile photo, Apple or Google sign-in link, saved cards, notifications, device token, last location and, for drivers, your documents and registration number from your account, and sign you out on every device;
• remove your saved cards from Stripe, and your name and contact details from the customer record Stripe keeps for us;
• delete your profile photo and driver document files from our file storage, and the receipt files of your bookings (if you are a driver, this also removes the receipt for the customer on each of your bookings) and their earnings statement files (if you are a customer, this also removes the driver’s statement for each of your bookings). A customer or driver who still has an account can make a new copy in the app from the booking record, which we keep (see section 8);
• cancel your pre-bookings that have not started yet or, if you are a driver, hand back the pre-bookings you accepted so that we can look for another driver;
• if you signed in with Apple, ask Apple to revoke ROVR’s access to your Apple ID (the app asks you to confirm with Apple first). You can also remove ROVR yourself in iOS Settings > your name > Sign-In & Security > Sign in with Apple;
• keep booking, payment and payout records, chat messages, notes for the driver, vehicle photos, ratings, reviews and reports, and for drivers your vehicle’s make, model, year and colour, linked to an anonymised account, for the periods in section 8. Reviews you wrote stay visible, shown as from “Deleted user”, without your name or photo.

Drivers: withdraw any balance in Account > Wallet and payouts before you delete your account, because you can’t withdraw in the app afterwards. The app won’t delete a driver account while your Stripe balance shows money available or pending (on its way to your wallet); if you can’t withdraw it, email info@rovr.online and we will help. Deleting your ROVR account does not close your Stripe account; Stripe keeps its own records under its privacy policy. If money reaches it after you have deleted your ROVR account, email info@rovr.online and we will help you receive it.

If you have a recovery request open or a recovery in progress, or a pre-booked recovery is starting, the app asks you to finish or cancel it first. Money still owed when you delete your account (for example an unpaid recovery, or a job payout we have not yet sent to a driver’s wallet) stays on our records, without your contact details, and our team settles it; email info@rovr.online about it. You can register again later with the same email address or phone number. If you can’t use the app, email info@rovr.online from your account’s email address and we will delete the account for you.

Complaints

If you are unhappy with how we handle your information, please complain to us first at info@rovr.online. We will acknowledge your complaint within 30 days and tell you the outcome without undue delay. You also have the right to complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint, telephone 0303 123 1113.

11. Cookies and tracking

The ROVR app does not use cookies or similar technologies for advertising or analytics, does not use your device’s advertising identifier, and does not track you across other companies’ apps or websites. The Google and Stripe software in the app stores and reads some information on your device, such as identifiers, where this is strictly necessary to provide maps, sign-in and secure card payments. These privacy, terms and support pages do not set cookies or load third-party scripts.

12. Children

ROVR is only for people aged 18 or over. We do not knowingly collect information about children. If you think a child has created an account, contact us and we will delete it.

13. Changes to this policy

We may update this policy, for example when we add features or change providers. We will change the date at the top, and if the changes are significant we will tell you in the app or by email before they take effect.

14. Contact us

ROVR Technology Ltd (company number 17344141)
Registered office: as shown on the Companies House register
Email: info@rovr.online
Phone: +44 7902 462977