Last updated: January 3, 2025

1. Introduction

When you use Wheelies, you trust us with your personal data. We’re committed to keeping that trust. That starts with helping you understand our privacy practices. This Privacy Policy (“Policy”) describes the personal data we collect, how it’s used and shared, and your choices regarding this data.

2. Overview

This policy applies to users of Wheelies’s services, including users of Wheelies’s apps, websites, features, or other services.

This policy describes how Wheelies and its affiliates collect and use personal data. This policy applies to all users of our apps, websites, features, or other services. This policy specifically applies to:

This policy also governs Wheelies’s other collections of personal data in connection with Wheelies’s services. For example, we may collect the contact information of individuals who use accounts owned by Wheelies for Business customers, or we may collect other personal data in connection with our mapping technology and features.

All those subject to this policy are referred to as “users” in this policy. 

Wheelies Ltd is the data controller for the personal data collected in connection with use of Wheelies’s services. Questions, comments, and complaints about Wheelies’s data practices can be submitted to [email protected]. You also have the right to complain to the Data Protection Commissioner, and to lodge an appeal if you are not happy with the outcome of a complaint.

3. Data collections and uses
A. The data we collect

Wheelies collects:

The following data is collected by or on behalf of Wheelies:

1. Data provided by users. This includes:

2. Data created during use of our services. This includes:

3. Data from other sources. This includes:

Wheelies may combine the data collected from these sources with other data in its possession.

B. How we use personal data

Wheelies collects and uses data to enable reliable and convenient transportation, moving and logistics services. We also use the data we collect:

Wheelies does not sell or share user personal data with third parties for their direct marketing, except with users’ consent.

Wheelies uses the data it collects for purposes including:

1. Providing services and features. Wheelies uses the data we collect to provide, personalise, maintain, and improve our products and services.

This includes using the data to:

2. Safety and security. We use personal data to help maintain the safety, security, and integrity of our services and users. This includes:

3. Customer support. Wheelies uses the information we collect (including recordings of customer support calls with notice to and the consent of the user) to provide customer support, including to:

4. Research and development. We may use the data we collect for testing, research, analysis, product development, and machine learning to improve the user experience. This helps us to improve and enhance the safety and security of our services, improve our ability to prevent the use of our services for illegal or improper purposes, develop new features and products, and facilitate insurance and finance solutions in connection with our services.

5. Enabling communications between users. For example, a driver may message or call a sender to confirm a pickup location.

6. Marketing. Wheelies may use the data we collect to market our services to our users. This includes sending users communications about Wheelies services, features, promotions, studies, surveys, news, updates, and events.

We may also send communications to our users about products and services offered by Wheelies partners. Although we may send users communications about Wheelies partners’ products and services, we do not sell users’ personal data to, or share it with, such partners or others for purposes of their own direct marketing or advertising, except with users’ consent.

We may use the data we collect to personalise the marketing communications (including advertisements) that we send, including based on user location, past use of Wheelies’s services, and user preferences and settings.

7. Non-marketing communications. Wheelies may use the data we collect to generate and provide users with invoices; inform them of changes to our terms, services, or policies; or send other communications that aren’t for the purpose of marketing the services or products of Wheelies or its partners.

8. Legal proceedings and requirements. We may use the personal data we collect to investigate or address claims or disputes relating to use of Wheelies’s services, or as otherwise allowed by applicable law, or as requested by regulators, government entities, and official inquiries.

9. Automated decision-making

We use personal data to make automated decisions relating to use of our services. This includes:

To object to an account deactivation resulting from these processes, please contact Wheelies customer support.

C. Cookies and third-party technologies

Wheelies and its partners use cookies and other identification technologies on our apps, websites, emails, and online ads for purposes described in this policy.

Cookies are small text files that are stored on browsers or devices by websites, apps, online media, and advertisements. Wheelies uses cookies and similar technologies for purposes such as:

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 report on the performance of those advertisements. These entities may use cookies, web beacons, SDKs, and other technologies to identify the devices used by visitors to our websites, as well as when they visit other online sites and services.

D. Data sharing and disclosure

Some of Wheelies’s products, services, and features require that we share data with other users or at a user’s request. We may also share data with our affiliates, subsidiaries, and partners, for legal reasons or in connection with claims or disputes.

Wheelies may share the data we collect:

1. With other users

This includes sharing:

2. At the user’s request

Questions or comments from users submitted through public forums such as Wheelies blogs and Wheelies social media pages may be viewable by the public, including any personal data included in the questions or comments submitted by a user.

3. With Wheelies service providers and business partners

Wheelies provides data to vendors, consultants, marketing partners, research firms, and other service providers or business partners. These include:

4. For legal reasons or in the event of a dispute

Wheelies may share users’ personal data if we believe it’s required by applicable law, regulation, operating license or agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to safety or similar concerns. This includes sharing personal data with law enforcement officials, public health officials, other government authorities, or other third parties as necessary to enforce our Terms of Service, user agreements, or other policies; to protect Wheelies’s rights or property or the rights, safety, or property of others; or in the event of a claim or dispute relating to the use of our services. If you use another person’s credit card, we may be required by law to share your personal data, including trip or order information, with the owner of that credit card.

This also includes sharing personal data 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.

5. With consent

Wheelies may share a user’s personal data other than as described in this policy if we notify the user and they consent to the sharing. 

E. Data retention and deletion

Wheelies retains user profile, transaction, and other personal data for as long as a user maintains their Wheelies account.

Wheelies may retain certain user data after receiving an account deletion request if necessary, such as to comply with legal requirements.

Wheelies retains user profile, transaction, and other information for as long as a user maintains their Wheelies account. For drivers Wheelies also retains vehicle and Certificate of Character information (to the extent permitted by law) for as long as they maintain their Wheelies account.

Senders may request deletion of their account at any time through the Settings > Privacy menus in the Wheelies app, or through Wheelies Support Center. Following such requests, Wheelies deletes the data that it is not required to retain for purposes of regulatory, tax, insurance, litigation, or other legal requirements. In certain circumstances, Wheelies may be unable to delete a user’s account, such as if there’s an outstanding credit on the account or an unresolved claim or dispute. Upon resolution of the issue preventing deletion, Wheelies will delete the account as described above.

Wheelies may also retain certain information if necessary for purposes of safety, security, and fraud prevention. For example, if Wheelies deactivates a user’s account because of unsafe behaviour or security incidents, Wheelies may retain certain information about that account to prevent that user from opening a new Wheelies account in the future.

F. Grounds for processing

We only collect and use personal data where we have lawful grounds to do so. These include processing user personal data to provide requested services and features, for purposes of Wheelies’s legitimate interests or those of other parties, to fulfil our legal obligations, or based on consent.

We collect and use personal data only where we have one or more lawful grounds for doing so. Such grounds may vary depending on where our users are located, but generally include processing personal data:

a. To provide requested services and features

In order to provide our services, we must collect and use certain personal data. This includes:

b. For purposes of the legitimate interests of Wheelies or other parties

This includes using personal data to maintain and enhance our users’ safety and security. For example, we use personal data to prevent use of our services by users who have engaged in inappropriate or dangerous behaviour, such as by retaining data of banned users to prevent their use of Wheelies’s apps. We also use usage data to prevent matching of senders and drivers for whom there is higher risk of conflict (for instance, because they have been the subject of prior complaints from other users).

This also includes purposes such as combating fraud; improving our services, direct marketing, research, and development; and enforcing Wheelies’s Terms of Service.

In addition, it includes using personal data to the extent necessary for the interests of other people or the general public, such as in connection with legal or insurance claims, and to protect the rights and safety of others.

c. To fulfil Wheelies’s legal obligations

Wheelies may share data with law enforcement regarding criminal acts or threats to public safety, or requests by third parties pursuant to legal processes.

d. With consent

Wheelies may collect and use personal data based on the user’s consent. For example, we may collect personal data through voluntary surveys. Responses to such surveys are collected on the basis of consent and will be deleted once no longer necessary for the purposes collected.

A user who has provided consent to a collection or use of their personal data can revoke it at any time. However, the user will not be able to use any service or feature that requires collection or use of that personal data.

4. Settings

Wheelies enables users to access and control the data that Wheelies collects, including through:

Wheelies also enables users to request access to or copies of their data, changes or updates to their accounts, deletion of their accounts, or that Wheelies restrict its processing of user personal data.

A. Privacy settings

Settings menus in the Wheelies app for senders give them the ability to set or update their location-sharing preferences and their preferences for receiving mobile notifications from Wheelies. Wheelies uses senders’ device location services to make it easier to get a pickup whenever they request one. Location data helps improve our services, including pickups, navigation, and customer support.

Senders may enable or disallow Wheelies to collect location data from their mobile devices through the Settings > Privacy menus in the Wheelies app.

B. Device permissions

Most mobile device platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without the device owner’s permission, and these platforms have different methods for how that permission can be obtained. iOS devices notify users the first time the Wheelies app requests permission to access certain types of data and gives users the option to grant or refuse permission. Android devices notify users of the permissions that the Wheelies app seeks before their first use of the app, and use of the app constitutes a grant of such permission.

C. Ratings look-up

After every trip, drivers and senders are able to rate each other on a scale from 1 to 5. An average of those ratings is associated with a user’s account and is displayed to other users for whom they provide or receive services. For example, sender ratings are available to drivers from whom they request logistics services, and driver ratings are available to their senders.

This 2-way system holds everyone accountable for their behaviour. Accountability helps create a respectful, safe environment for drivers and senders. Senders can see their average rating in the main menu of the Wheelies app. Drivers can see their average rating after tapping their profile photo in the Wheelies Driver app.

D. Marketing opt-outs

Users may opt out of receiving promotional emails, information emails and other messages from Wheelies by following the unsubscribe instructions in those messages. We may still send users who have opted out non-promotional communications, such as receipts for deliveries or information about their account.

5. Updates to this policy

We may occasionally update this policy. Use of our services after an update constitutes consent to the updated policy to the extent permitted by law. If we make significant changes, we will notify users in advance of the changes through the Wheelies apps or through other means, such as email. We encourage users to periodically review this policy for the latest information on our privacy practices. After such notice, use of our services will be understood as consent to the updates to the extent permitted by law.