When you use EmsPlus, you trust us with your information. We are committed to keeping that trust. That starts with helping you understand our privacy practices.
This policy describes the information we collect, how it is used and shared, and your choices regarding this information. We recommend that you read this along with our Privacy Overview, which highlights key points about our privacy practices (including what information we collect, when we collect it, and how we use it).
Last Modified: March 28, 2019
Effective Date: March 28, 2019
Data Collections And Uses
This policy applies to users of EmsPlus's services anywhere in the world, including users of EmsPlus+’s apps, websites, features or other services.
specifically applies to:
Riders: users who request or receive transportation
Drivers: users who provide transportation individually or through partner transportation companies
: users who provide delivery services
This policy also applies to those who provide information to EmsPlus in connection with an application to use our services, or whose information EmsPlus otherwise receives in connection with its services (such as contact information of individuals associated with EmsPlusEats restaurant partners). All those subject to this policy are referred to as “users” for purposes of this policy. The practices described in this policy are subject to applicable laws in the places in which we operate. This means that we only engage in the practices described in this policy in a particular country or region if permitted under the laws of those places. Please contact us if you have questions about our practices in your country or region.
EmsPlus provides services to users throughout the world. If you use our services in India, EmsPlus Me007 is the data controller for your information. We process personal information inside and outside of India.
The data controller for the information you provide or that is collected by EmsPlus or its affiliates is:
1323 Kishan Marg, Tonk Road
Jaipur, India, 302018
Questions, comments and complaints about EmsPlus's data practices can be submitted to EmsPlus+’s data protection office through here.
The Information We Collect
Information that you provide to EmsPlus, such as when you create your EmsPlus
Information created when you use our services, such as location, usage and device
Information from other sources, such as EmsPlus partners and third parties that use
The following information is collected by or on behalf of EmsPlus:
1. Information you provide
This may include:
User profile: We collect information when you create or update your EmsPlus account. This may
include your name, email, phone number, login name and password, address, payment or banking
information (including related payment verification information), government identification numbers
such as Social Security number, driver’s license or passport if required by law, birth date, photo and
signature. This also includes vehicle or insurance information of drivers. This also includes the
preferences and settings that you enable for your EmsPlus account.
Background check information: We may collect background check information if you sign up to use
EmsPlus’s services as a driver. This may include information such as your driver history or criminal
record (where permitted by law). This information may be collected by a vendor on EmsPlus’s behalf.
Demographic data: We may collect demographic information about you, including through user
surveys. In some countries, we may also receive demographic information about you from third
User content: We may collect information that you submit when you contact EmsPlus customer
support, provide ratings or compliments for other users, or otherwise contact EmsPlus.
2. Information created when you use our services
This may include:
Depending on the EmsPlus services that you use, and your app settings or device permissions, we may
collect your precise or approximate location information as determined through data such as GPS, IP
address and WiFi.
If you are a driver, EmsPlus collects location information when the EmsPlus app is running in
the foreground (app open and on-screen) or background (app open but not on screen) of your
If you are a rider and have provided permission for the processing of location data, EmsPlus
collects location information when the EmsPlus app is running in the foreground. In certain
regions, EmsPlus also collects this information when the EmsPlus app is running in the
background of your device if this collection is enabled through your app settings or device
Riders may use the EmsPlus app without enabling EmsPlus to collect their location
information. However, this may affect the functionality available on your EmsPlus app. For
example, if you do not enable EmsPlus to collect your location information, you will have to
manually enter your pickup address. In addition, location information will be collected from
the driver during your trip and linked to your account, even if you have not enabled EmsPlus
to collect your location information.
We collect transaction details related to your use of our services, including the type of services you
requested or provided, date and time the service was provided, amount charged, distance traveled, and
payment method. Additionally, if someone uses your promotion code, we may associate your name
with that person.
We collect information about how you interact with our services. This includes information such as
access dates and times, app features or pages viewed, app crashes and other system activity, type of
browser, and third-party sites or service you were using before interacting with our services. In some
cases, we collect this information through cookies, pixel tags, and similar technologies that create and
maintain unique identifiers. To learn more about these technologies, please see our Cookie
We may collect information about the devices you use to access our services, including the hardware
models, device IP address, operating systems and versions, software, file names and versions,
preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion
information, and mobile network information.
We enable users to communicate with each other and EmsPlus through the EmsPlus apps, websites,
and other services. For example, we enable drivers and riders, to call or text each other. To provide
this service, EmsPlus receives some information regarding the calls or texts, including the date and
time of the call/text, and the content of the communications. EmsPlus may also use this information
for customer support services (including to resolve disputes between users), for safety and security
purposes, to improve our services and for analytics.
3. Information from other sources
These may include:
User feedback, such as as ratings or compliments.
Users providing your information in connection with referral programs.
Users requesting services for or on your behalf.
Users or others providing information in connection with claims or disputes.
EmsPlus business partners through which you create or access your EmsPlus account, such as
payment providers, social media services, or apps or websites who use EmsPlus’s APIs or whose API
EmsPlus uses (such as when you order a ride through Google Maps).
Insurance providers (if you are a driver).
Financial services providers (if you are a driver).
Partner transportation companies (if you are a driver who uses our services through an account
associated with such a company).
The owner of an EmsPlus for Business or EmsPlus Family profile that you use.
Publicly available sources.
Marketing service providers.
EmsPlus may combine the information collected from these sources with other information in its
How We Use Your Information
EmsPlus collects and uses information to enable reliable and convenient transportation, delivery
and other products and services. We also use the information we collect:
To enhance the safety and security of our users and services
For customer support
For research and development
To enable communications to or between users
To provide promotions or contests
In connection with legal proceedings
EmsPlus does not sell or share your personal information to third parties for third party direct
EmsPlus uses the information it collects for purposes including:
1. Providing services and features
EmsPlus uses the information we collect to provide, personalize, maintain and improve our products and
services. This includes using the information to:
Create and update your account.
Verify your identity.
Enable transportation, deliveries, and other services. This includes automated processing of your
information to enable Dynamic Pricing, in which the price of a ride is determined based on constantly
varying factors such as the estimated time and distance of the predicted route, estimated traffic, and
the number of riders and drivers using EmsPlus at a given moment.
Process or facilitate payments for those services.
Offer, obtain, provide or facilitate insurance or financing solutions in connection with our services.
To track the progress of your ride or delivery.
Enable features that allow you to share information with other people, such as when you submit a
compliment about a driver, refer a friend to EmsPlus, split fares, or share your ETA.
Enable features to personalize your EmsPlus account, such as creating bookmarks for your favorite
places, and to enable quick access to previous destinations.
Enable Accessibility features that make it easier for users with disabilities to use our services, such as
those which enable deaf or hard-of-hearing drivers to alert their riders of their disabilities, allow only
text messages from riders, and to receive flashing trip request notifications instead of sound
Perform internal operations necessary to provide our services, including to troubleshoot software bugs
and operational problems, to conduct data analysis, testing, and research, and to monitor and analyze
usage and activity trends.
2. Safety and security
We use your data to help maintain the safety, security and integrity of our services and users. This includes, for
Screening drivers and prior to enabling their use of our services and at subsequent intervals, including
through reviews of background checks where permitted by law, to prevent use of our services by
Using information from drivers’ devices to identify unsafe driving behavior such as speeding or harsh
braking and acceleration, and to raise awareness among drivers regarding such behaviors.
our Real-Time ID Check feature, which prompts drivers to share a selfie before going online. This
helps ensure that the driver using the app matches the EmsPlus account we have on file, preventing
fraud and helping to protect other users.
Using device, location, profile, usage and other information to prevent, detect, and combat fraud or
unsafe activities. This includes processing of such information, in certain countries, to identify
practices or patterns that indicate fraud or risk of safety incidents. This may also include information
from third parties. In certain cases such incidents may lead to deactivation by means of an automated
decision making process. Users in the INDIA have have the right to object to this type of processing;
see Section II.I.1.d for more information
Using user ratings to encourage improvement by affected users, and as grounds for deactivating users
with ratings below a certain minimum as may be required in their region. Calculation and deactivation
may be done through an automated decision making process. Users in the INDIA have have the right
to object to this type of processing; see Section II.I.1.d for more information.
3. Customer support
EmsPlus uses the information we collect (including recordings of customer support calls after notice to you
and with your consent) to assist you when you contact our customer support services, including to:
Direct your questions to the appropriate customer support person
Investigate and address your concerns
Monitor and improve our customer support responses
4. Research and development
We may use the information we collect for testing, research, analysis and product development. This allows us
to improve and enhance the safety and security of our services, develop new features and products, and
facilitate insurance and finance solutions in connection with our services.
5. Communications among users
EmsPlus uses the information we collect to enable communications between our users. For example, a driver
may text or call a rider to confirm a pickup location.
6. Communications from EmsPlus
EmsPlus may use the information we collect to communicate with you about products, services, promotions,
studies, surveys, news, updates and events.
EmsPlus may also use the information to promote and process contests and sweepstakes, fulfill any related
awards, and serve you relevant ads and content about our services and those of our business partners. You may
receive some of these communications based on your profile as an EmsPlus user. Users in the INDIA have
have the right to object to this type of processing; see Section II.I.1.d for more information.
EmsPlus may also use the information to inform you about elections, ballots, referenda and other political and
policy processes that relate to our services.
7. Legal proceedings and requirements
We may use the information we collect to investigate or address claims or disputes relating to your use of
EmsPlus's services, or as otherwise allowed by applicable law, or as requested by regulators, government
entities, and official inquiries.
Cookies And Third Party Technologies
emails, and online ads for purposes described in this policy.
Cookies are small text files that are stored on your browser or device by websites, apps, online media, and
Remembering user preferences and settings
Determining the popularity of content
Delivering and measuring the effectiveness of advertising campaigns
Analyzing site traffic and trends, and generally understanding the online behaviours and interests of
people who interact with our services We may also allow others to provide audience measurement and
analytics services for us, to serve advertisements on our behalf across the Internet, and to track and
SDKs, and other technologies to identify your device when you visit our site and use our services, as
well as when you visit other online sites and services. Please see our Cookie Statement for more
regarding your choices relating to such technologies.
Information Sharing And Disclosure
Some of EmsPlus's products, services and features require that we share information with other
users or at your request. We may also share your information with our affiliates, subsidiaries and
business partners, for legal reasons or in connection with claims or disputes.
EmsPlus may share the information we collect:
1. With other users
For example, if you are a rider, we may share your first name, average rider rating given by drivers,
and pickup and/or dropoff locations with drivers.
If you are a driver we may share information with your rider(s) including name and photo; vehicle
make, model, color, license plate, and vehicle photo; location; average rating provided by riders; total
number of trips; for how long you have been using the EmsPlus app; and contact information
(depending upon applicable laws). If you choose to complete a driver profile, we may also share any
information associated with that profile, including information that you submit and compliments that
past riders have submitted about you. The rider/delivery recipient will also receive a receipt containing
information such as a breakdown of amounts charged, your first name, photo, and a map of the route
2. At your request
This includes sharing your information with:
Other people at your request. For example, we may share your ETA and location with a friend at
your request, or your trip information when you split a fare with a friend.
EmsPlus business partners. For example, if you requested a service through a partnership or
promotional offering made by a third party, EmsPlus may share your information with those third
parties. This may include, for example, other apps or websites that integrate with our APIs, vehicle
suppliers, or services, or those with an API or service with which we integrate, or business partners
with whom EmsPlus may partner with to deliver a promotion, a contest or a specialized service.
3. With the general public when you submit content to a public forum
We love hearing from our users — including through public forums such as EmsPlus blogs, social media, and
certain features on our network. When you communicate with us through those channels, your
communications may be viewable by the public.
4. With the owner of EmsPlus accounts that you may use
If you use a profile associated with another party we may share your trip information with the owner of that
profile. This occurs, for example, if you are:
A rider using your employer’s EmsPlus for Business profile, or taking trips arranged through EmsPlus
A driver using an account owned by a partner transportation company.
A rider who takes a trip arranged by a friend or under a Family Profile..
6. With EmsPlus service providers and business partners
EmsPlus may provide information to its vendors, consultants, marketing partners, research firms, and other
service providers or business partners. This may include, for example:
Payment processors and facilitators.
Background check providers (drivers and only).
Cloud storage providers.
Marketing partners and marketing platform providers.
Data analytics providers.
Research partners, including those performing surveys or research projects in partnership with
EmsPlus or on EmsPlus’s behalf.
Vendors that assist EmsPlus to enhance the safety and security of its apps.
Consultants, lawyers, accountants and other professional service providers.
Insurance and financing partners.
Vehicle solution vendors or third party vehicle suppliers.
7. For legal reasons or in the event of a dispute
EmsPlus may share your information if we believe it is required by applicable law, regulation, operating
agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to
safety or similar concerns.
This includes sharing your information with law enforcement officials, government authorities, airports (if
required by the airport authorities as a condition of operating on airport property), or other third parties as
necessary to enforce our Terms of Service, user agreements, or other policies, to protect EmsPlus’s rights or
property or the rights, safety or property of others, or in the event of a claim or dispute relating to your use of
our services. If you use another person’s credit card, we may be required by law to share information with that
credit card holder, including trip information.
This also includes sharing your information with others in connection with, or during negotiations of, any
merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of
our business by or into another company.
Please see EmsPlus's Guidelines for Law Enforcement Authorities for more information.
8. With your consent
EmsPlus may share your information other than as described in this policy if we notify you and you consent to
Information Retention And Deletion
EmsPlus retains user profile and other information for as long as you maintain your EmsPlus
EmsPlus retains transaction, location, usage and other information for 7 years in connection with
regulatory, tax, insurance or other requirements in the places in which it operates. EmsPlus
thereafter deletes or anonymizes such information in accordance with applicable laws.
Users may request deletion of their accounts at any time. Following such request, EmsPlus
deletes the information that it is not required to retain, and restricts access to or use of any
information it is required to retain.
long you maintain your EmsPlus account.
EmsPlus retains certain information, including transaction, location, device and usage information, for a
minimum of 7 years in connection with regulatory, tax, insurance and other requirements in the places in
which it operates. Once such information is no longer necessary to provide EmsPlus's services, enable
customer support, enhance the user experience or other operational purposes, EmsPlus takes steps to prevent
access to or use of such information for any purpose other than compliance with these requirements or for
purposes of safety, security and fraud prevention and detection.
You may request deletion of your account at any time through the Privacy Settings in the EmsPlus app, or via
EmsPlus's website (riders here ; drivers and here).
Following such request, EmsPlus deletes the information that it is not required to retain. In certain
circumstances, EmsPlus may be unable to delete your account, such as if there is an outstanding credit on your
account or an unresolved claim or dispute. Upon resolution of the issue preventing deletion, EmsPlus will
delete your account as described above.
EmsPlus may also retain certain information if necessary for its legitimate business interests, such as fraud
prevention and enhancing users' safety and security. For example, if EmsPlus shuts down a user's account
because of unsafe behavior or security incidents, EmsPlus may retain certain information about that account to
prevent that user from opening a new EmsPlus account in the future.
Special Information For INDIA Users
Beginning March 28, 2019, the processing of personal data of users in India.
This section summarizes EmsPlus’s grounds for processing personal information under the
GDPR, and the rights of INDIA users as relates to EmsPlus’s handling of personal information.
1. INDIA User Rights
If you are an EmsPlus user in the, you have the following rights with respect to EmsPlus's handling of your
personal information. To exercise these rights, please see below or submit your request here.
Users outside the INDIA may also request explanation, correction, deletion or copies of their personal data
a. Explanation and copies of your data
You have the right to request an explanation of the information that EmsPlus has about you
and how EmsPlus uses that information.
You also have the right to receive a copy of the information that EmsPlus collects about you
if collected on the basis of consent or because EmsPlus requires the information to provide
the services that you request.
If EmsPlus has information about you that you believe is inaccurate, you have the right to
request correction of your information. Please see the section titled 'Explanation, Copies and
Correction' below for more information on correcting, or requesting correction of, your
Users may request deletion of their accounts at any time. Users may requests deletion through
the Privacy Settings menu in the EmsPlus app, or via EmsPlus's website (riders here ; drivers
here). We may retain certain information about you as required by law and for legitimate
business purposes permitted by law.
Please see the 'Information Retention & Deletion' section above for more information
regarding EmsPlus's retention and deletion practices.
d. Objections and complaints
Users in the INDIA have the right to object to EmsPlus's processing of personal data,
including for marketing purposes based on profiling and/or automated decision making.
EmsPlus may continue to process your information notwithstanding the objection to the
extent permitted under GDPR.
Users in the India also have the right to file a complaint relating to EmsPlus's handling of
your personal information with the EMSPLUS, the Dutch Data Protection Authority. Their
contact information is as follows:
1323 Kishan Marg
You may also submit questions, comments or complaints to EmsPlus's Data Protection
2. Grounds for Processing
The GDPR requires that companies processing the personal data of INDIA users do so on the basis of specific
legal grounds. As described below, EmsPlus processes the information of INDIA users based on one or more
of the grounds specified under the GDPR:
a. The processing is necessary to provide the services and features you request
EmsPlus must collect and use certain information in order to provide its services. This
User profile information that is necessary to establish and maintain your account,
including to verify your identity; enable communications with you about your trips,
orders and accounts; and to enable you to make payments or receive earnings.
Background check Information necessary to enable drivers to provide transportation
services through the EmsPlus app.
Driver location Information, which is necessary to match drivers with riders, and to
track trips while in-progress and suggest navigation.
Transaction information, which is necessary to generate and maintain in connection
with your use of EmsPlus's services.
Usage information, which is necessary to maintain, optimize and enhance EmsPlus's
services, including to determine, sometimes in combination with other information,
incentives, connect riders and drivers, and calculate costs of trips and driver earnings.
Collection and use of this information is a requirement for using EmsPlus's apps.
b. The processing is necessary to protect the vital interests of our users or of others
EmsPlus may process personal information, including disclosing data with law enforcement
authorities in case of threats to the safety of users or of others.
c. The processing is necessary for EmsPlus's legitimate interests
EmsPlus collects and uses personal information to the extent necessary for its legitimate
interests. This includes collecting and using information:
To maintain and enhance our users' safety and security. For example, we collect
background check information (where permitted by law) to prevent unsafe users
from providing services through our apps. We also use personal information to
prevent use of our services by users who have engaged in inappropriate or dangerous
behavior, such as by retaining information of banned users to prevent their use of
EmsPlus's apps. We also use usage information to prevent matching of riders and
drivers for whom there is higher risk of conflict (e.g., because they have been the
subject of prior complaints from other users).
To prevent, detect and combat fraud in connection with the use of our services. For
example, EmsPlus uses user profile, location, device and usage information, to
identify and prevent circumstances when users attempt to defraud EmsPlus or other
To inform law enforcement officials regarding criminal acts or threats to public
To provide customer support.
To optimize our service and develop new services. This includes, for example,
identifying the best pick-up / drop locations, recommending (new) features,
improving navigation, and enhancing pricing and matching riders and drivers or
delivery recipients and partners.
For research and analytical purposes. This includes, for example, analyzing usage
trends to improve the user experience and enhance the safety and security of our
For direct marketing purposes. This includes, for example, analysing data to identify
trends and tailor marketing messages to user needs.
To enforce EmsPlus's Terms of Service.
d. The processing is necessary for the legitimate interests of other persons or parties
EmsPlus collects and uses personal information to the extent necessary for the interests of
other persons or the general public. This includes sharing information in connection with
legal or insurance claims, to protect the rights and safety of others.
EmsPlus may also process personal information when necessary in regards to a substantial
public interest, on the basis of applicable laws.
e. The processing is necessary to fulfill EmsPlus's legal obligations
EmsPlus is subject to legal requirements in the jurisdictions in which it operates that require
us to collect, process, disclose and retain your personal data. For example, EmsPlus is subject
to laws and regulations in many cities and countries that require it to collect and retain
information about your trips, to retain such information for extended periods of time, and to
provide copies of such information to governmental or other authorities. EmsPlus uses your
information to comply with such laws to the extent they apply to your use of the EmsPlus
EmsPlus may collect and use your information on the basis of your consent. You may revoke
your consent at any time. If you revoke your consent, you will not be able to use any service
or feature that requires collection or use of the information we collected or used on the basis
EmsPlus relies on consent in connection with data collections or uses that are necessary to
enhance the user experience, to enable optional services or features, or to communicate with
you. If you are an INDIA user, the following types of data collections or uses are done on the
basis of your consent.
Location Information (Riders)
Share Live Location (Riders)
Notifications: Account and Trip Updates
Notifications: Discounts and News
Please see the Choice & Transparency section below for further information about these data
collections and uses, how to opt in or out of them, and the effect of opting out of these on
your use of EmsPlus's apps.
EmsPlus may also collect personal information about you through voluntary surveys. Your
responses to such surveys are collected on the basis of consent, and will be deleted once no
longer necessary for the purposes collected.
Choice And Transparency
EmsPlus provides means for you to see and control the information that EmsPlus collects,
in-app privacy settings
in-app ratings pages
You may also request that EmsPlus provide you with explanation, copies or correction of your
A. PRIVACY SETTINGS
The Privacy Settings menu in the EmsPlus rider app gives users the the ability to set or update their location
and contacts sharing preferences, and their preferences for receiving mobile notifications from EmsPlus.
Information on these settings, how to set or change these settings, and the effect of turning off these settings
are described below.
EmsPlus uses rider's device location services to make it easier to get a safe, reliable ride
whenever you need one. Location data helps improve our services, including pickups,
navigation, and customer support.
You may enable/disable, or adjust, EmsPlus's collection of rider location information at any
time through the Privacy Settings menu in the EmsPlus app, or via the settings on your
mobile device. If you disable the device location services on your device, your use of the
EmsPlus app will be affected. For example, you will need to manually enter your pickup or
dropoff locations. In addition, location information will be collected from the driver during
your trip and linked to your account, even if you have not enabled EmsPlus to collect your
Share Live Location (Riders)
If you have enabled the device location services on your mobile device, you may also enable
EmsPlus to share your location with your driver from the time you request a ride to the start
of your trip. This makes it easier for your driver to pick you up.
You may enable/disable location sharing with your driver at any time through the Privacy
Settings menu in the EmsPlus app. You may use the EmsPlus app if you have not enabled
location sharing, but it may be more difficult for your driver to locate you.
Notifications: Account and Trip Updates
EmsPlus provides users with trip status notifications and updates related to your account.
These notifications are a necessary part of using the EmsPlus app, and cannot be disabled.
However, you may choose the method by which you receive these notifications through the
Privacy Settings menu in the EmsPlus app.
Notifications: Discounts and News
You may enable EmsPlus to send you push notifications about discounts and news from
EmsPlus. You may enable/disable these notifications at any time through the Privacy Settings
menu in the EmsPlus app.
B. DEVICE PERMISSIONS
Most mobile platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access
without your consent. And these platforms have different permission systems for obtaining your consent. The
iOS platform will alert you the first time the EmsPlus app wants permission to access certain types of data and
will let you consent (or not consent) to that request. Android devices will notify you of the permissions that the
EmsPlus app seeks before you first use the app, and your use of the app constitutes your consent.
C. RATINGS LOOK-UP
After every trip, drivers and riders are able to rate each other, as well as give feedback on how the trip went.
This two-way system holds everyone accountable for their behavior. Accountability helps create a respectful,
safe environment for both drivers and riders.
Your rider rating is available in the main menu of the EmsPlus rider app.
Your driver rating is available in the Ratings tab of the EmsPlus Partner app.
D. EXPLANATIONS, COPIES AND CORRECTION
You may request that EmsPlus:
Provide a detailed explanation regarding the information EmsPlus has collected about you and how it
uses that information.
Receive a copy of the information EmsPlus has collected about you.
Request correction of any inaccurate information that EmsPlus has about you.
You can make these requests by contacting EmsPlus here.
You can also edit the name, phone number and email address associated with your account through
the Settings menu in EmsPlus's apps. You can also look up your trips, orders and deliveries history in
the EmsPlus apps.
E. MARKETING OPT-OUTS
You may opt out of receiving promotional emails from EmsPlus here. You may also opt out of receiving
emails and other messages from EmsPlus by following the instructions in those messages. Please note that if
you opt out, we may still send you non-promotional messages, such as receipts for your rides or information
about your account.
Updates To This Policy
We may occasionally update this policy.
We may occasionally update this policy. If we make significant changes, we will notify you of the changes
through the EmsPlus apps or through others means, such as email. To the extent permitted under applicable
law, by using our services after such notice, you consent to our updates to this policy.
We encourage you to periodically review this policy for the latest information on our privacy practices. We
will also make prior versions of our privacy policies available for review.