Last updated on: 2021.05.26
Bolt Services UK Limited trading as “Bolt” (a company registered in the United Kingdom, with company number 11063356) and, its parent entity Bolt Technology OÜ (a limited company incorporated and registered in Estonia with registration code 124178434, having its registered office in Vana-Louna 39/1, Tallinn 10134, Estonia) and;
The processing of geographical location data is necessary for use of the Bolt app.
Personal data is processed in order to provide the service contracted with passengers. Bolt collects data about you which may include:
Your personal data will be stored as long as you have an active passenger account. If your account is closed, personal data will be deleted (according to the policies set out in this section) from the databases, unless such data is required to be retained for accounting, dispute resolution or fraud prevention purposes. This follows that:
Please note that the deinstallation of Bolt app in your device does not cause the deletion of your personal data.
Personal data is processed for the performance of the contract concluded with the driver and to comply with our legal obligations (as discussed further below).
We collect the following types of personal data:
We collect and process personal data of drivers to comply with our legal and regulatory obligations (such as to comply with relevant legislation that applies to us, and our TfL licensing conditions), for verifying the driver’s qualifications for pursuing this professional activity and safeguarding the contractual relations associated with the Bolt app service, including resolving any driver service quality issues and monitoring your compliance on an ongoing basis.
Bolt’s operations team can see the geographic location of a driver, information on dispatches and the times of using the service. If a driver would like for his or her geographic location not to be visible to the dispatch operator, he or she can disable the app by tapping the “Quit” button.
Personal data can be viewed and corrected in Bolt Driver Portal. Your personal data will be stored as long as you have an active driver's account. This follows that:
We respond to the request for deleting and transferring personal data submitted by an email within a month and specify the period of data deletion and transfer.
Bolt collects and uses personal data for purposes of providing the Bolt apps and for ensuring the safety of passengers and drivers. This includes the following:
Personal data is processed in order to provide the service contracted with passengers. We collect and processes the personal data submitted by the passengers in the course of installation and use of the Bolt app. The prerequisite for the use of Bolt services is passengers agreeing to the processing of identification and geolocation data.
We only use your email address and phone number for sharing our product related marketing messages if you have given your consent on the bolt.eu website or in the Bolt app. If you no longer wish to receive direct marketing messages, please click the “Unsubscribe from direct marketing messages” link in the header of our e-mail or Profile section of Bolt mobile App.
We use help of automated decision-making in case of issuing warnings and implementing ride hailing service suspension. Using automated decision-making is less error-prone, more efficient and safer than using our employees. Data about your usage of the transportation services (data about journey status incl. cancellations and no-shows and data about your conduct as assessed by drivers) is considered when assessing the need for a warning or suspension. You can read more about automated decision-making here. Ride hailing suspension will stay in force for 6 months, after which access to ride hailing service will be restored.
You will always have the right for human review of the decision and to contest the decision, express your point of view and obtain an explanation by contacting our customer support in our app.
Bolt is committed to ensuring the safety of all passengers and drivers using our service. We take all reports of misconduct seriously and we reserve the right, at our discretion, to volunteer information to law enforcement when we feel is necessary.
If we are made aware that law enforcement requires information about your personal data for a criminal investigation we will comply, to the extent that their request is reasonable and we are able to supply such information.
Personal data that we may provide includes:
Bolt may, at our discretion, provide you with notice that we have provided law enforcement with your personal data.
We reserve the right to proactively initiate police reports if we become aware of action or behaviour that may constitute a threat to safety or criminal concern.
The personal data of users is only disclosed to those drivers who have activated the Bolt app; in such case, they will see the first name and geographic location of the user. The driver will be able to contact the user once they have accepted the journey, however they will not be able to view the users phone number as we use a process called number masking to keep the users contact information hidden;
After providing the service, the name of the user will remain visible to the driver for 24 hours. This is necessary for drivers to resolve any issues associated with service provision, e.g., to contact the customer through selecting to do so in app if something was left behind in the car. At no point will the phone number of a passenger be disclosed to a driver without the passenger’s consent;
Any feedback on the quality of the service is anonymous and drivers do not receive information on the names and telephone numbers of the users who provided feedback;
Bolt will disclose personal data to our third party service providers, who may be located in countries outside of the EEA, subject to contracts with those third parties. These may include IT or payment services providers or driver verification and authentication checks providers (including Jumio (and its group companies), NextWealth Inc., Telecom Service Centres Limited and Amazon Web Services, Inc.). Our payment provider, Adyen, is fully PCI DSS 3.2 compliant as a Level 1 Service Provider; and our driver verification and authentication checks provider, Jumio, is ISO 27001 certified and PCI DSS certified and all personal data it processes is encrypted twice.
We may also share personal data with local licensing bodies, law enforcement, for legal reasons or if there is a change in ownership if our business or assets.
Any personal data collected in the course of providing services is transferred to and stored in the data centres provided by, inter alia, Zone Media LTD and/or Amazon Web Services Inc. which are located in the territories of a Member States of the European Union via a service called Zendesk. Only authorised employees of Bolt group companies and partners have access to the personal data and they may access the data only for the purpose of resolving issues associated with the use of the services (including disputes regarding transportation services).
If you would like to delete the personal data collected by us, please submit a written request to our customer support via email@example.com After receiving the request we will delete the account if there are no any outstanding payments or as required for legal reasons. After account deletion the associated personal data will be anonymized.
Please note that the deinstallation of the Bolt app in your device does not cause the deletion of your personal data. If you want to delete your personal data collected by Bolt, please send a written request by email as indicated above. You should also bear in mind that the request to delete personal data is possible only if we delete your account and always subject to our legal requirements to retain any personal data. As a result of that you will not be able to use Bolt services under your existing account. We respond to the request for deleting and transferring of personal data submitted by an e-mail within a month and specify the period of data deletion and transfer.
If you wish to access or correct your personal data or have any other concerns about the processing of your personal data by Bolt, please contact us firstname.lastname@example.org. Please be aware that Bolt may charge you a small fee of £10 for any such service.
Personal data can be viewed and corrected in the Bolt App for Passengers or the Driver Portal. If you have any disputes, questions or concerns about this privacy statement or your personal data, please contact us at email@example.com.
You have the right to make a complaint at any time to the supervisory authority which is the UK Information Commissioner’s Office (ICO) who can be contacted here: https://ico.org.uk/global/contact-us/