Policies – Privacy, Terms & Refund

Privacy & Terms

This Privacy Policy and its Addendum(s) (“Policy”) describe how HICH MINNESOTA CORP, its respective subsidiaries, affiliates, associated companies and jointly controlled entities (collectively “HICH”, “we”, “us” or “our”) collect, use, process and disclose your Personal Data through the use of HICH’s mobile applications and websites (respectively “Apps” and “Websites”), as well as products, features and other services globally, operated by HICH (collectively, “Services”).

This Policy applies to our customers, passengers, agents, vendors, suppliers, partners (such as driver and merchant partners), contractors and service providers (collectively “you”, “your” or “yours”).

“Personal Data” is any information which can be used to identify you or from which you are identifiable. This includes but is not limited to your name, nationality, telephone number, bank and credit card details, personal interests, email address, your image, government-issued identification numbers, biometric data, race, date of birth, marital status, religion, health information, vehicle and insurance information, employment information and financial information.

  1. COLLECTION OF PERSONAL DATA

We collect Personal Data about you in the ways listed below. We may also combine the collected Personal Data with other Personal Data in our possession. If you have or are a party to multiple relationships with us (for example if you use our Services across our various business verticals, or if you are both a driver partner/delivery partner as well as a passenger on our transport vertical or a customer on our other business verticals), we will link your Personal Data collected across your various capacities to facilitate your use of our Services and for the Purposes described below. 

You provide your Personal Data to us

We collect your Personal Data when you voluntarily provide it to us. For example, you may provide your Personal Data to us when you:

  • complete a user profile or registration forms (such as your name, contact information and other identification information where needed);
  • provide information to assess your eligibility to provide services as a HICH driver partner or delivery partner (such as your driver’s license information, vehicle information and background check results (as legally permissible));
  • interact with our social media pages (such as your social media account ID, profile photo and any other publicly available data);
  • participate in contests or events organised by us (such as the pictures, audio files, or videos you may submit, which may include images of yourself);
  • verify your identity through various means (such as social media logins, submission of selfie images or independently verified payment card information);
  • fill up demographic information in surveys (such as your age, gender, and other information you may volunteer such as your marital status, occupation and income information); and
  • agree to take a ride with in-vehicle audio and/or video recording features.

In certain circumstances, you may need to provide your Personal Data in order to comply with legal requirements or contractual obligations, or where it is necessary to conclude a contract. Failure to provide such Personal Data, under such circumstance, may constitute failure to comply with legal requirements or contractual obligations, or inability to conclude a contract with you, as the case may be.

When our services are used

Personal Data may be collected through the normal operation of our Apps, Websites and Services. Some examples are:

  • your location (to detect pick-up locations and abnormal route variations);
  • feedback, ratings and compliments;
  • transaction information (such as payment method and distance travelled);
  • information about how you interacted with our Apps, Website or Services (such as features used and content viewed);
  • device information (such as hardware model and serial number, IP address, file names and versions and advertising identifiers or any information that may provide indication of device or app modification);
  • personal data you enter in messages when you use our in-app communication features; and
  • personal data that may be captured through your interaction with us, our agents, in-vehicle audio and/or video recording during a ride (such as your image or voice or both, and its related metadata).

From other sources

When we collect Personal Data, including but not limited to your name, contact information and other identification information where needed from other sources, we make sure that that data is transferred to us in accordance with applicable laws. Such sources include:

  • referral programmes;
  • our business partners, such as fleet partners, payment providers, ride-hailing partners and transport partners;
  • insurance and financial providers;
  • credit bureaus and other credit reporting agencies;
  • publicly available sources of data;
  • governmental sources of data;
  • when our users add you as an emergency contact; and
  • marketing services providers or partners.

Personal Data about driver partners

If you are a driver partner, we may collect:

  • telematics data (such as your speed, acceleration, and braking data);
  • device data (such as accelerometer data, GPS location, your IMEI number and the names of apps you have installed on your device);
  • your vehicle registration data; and
  • personal data that may be captured through your interaction with us, our agents, our in-vehicle audio and/or video recording during a ride (such as your image or voice or both, and its related metadata).

Sensitive Personal Data

Some of the Personal Data that we collect is sensitive in nature. This includes Personal Data pertaining to your race, national ID information, religious beliefs, background information (including financial and criminal records, where legally permissible), health data, disability, marital status and biometric data, as applicable. We collect this information only with your consent and/or in strict compliance with applicable laws.

In-vehicle recording

HICH’s applications or devices

HICH may install in-vehicle audio and/or video recording applications or devices to promote the safety and security of HICH driver partners, delivery partners and passengers. Your Personal Data may be captured in these audio and/or video recordings. Where in-vehicle audio and/or video recordings are made, such recordings are collected, processed, used and stored in a manner that is compliant with applicable laws.

Personal In-vehicle cameras

Some HICH partners may install personal in-vehicle cameras in their vehicles for their own purposes (including safety and security). The use of such in-vehicle cameras is not endorsed or prohibited by HICH. The collection, use and disclosure of Personal Data obtained from personal in-vehicle cameras is the responsibility of the relevant partner. Please check with the relevant partner if you have any queries about their use of personal in-vehicle cameras.

Telematics devices

HICH works with some partners (including, but not limited to, Toyota and Hyundai) to install telematics devices in selected rental vehicles for the following purposes:

  • To ensure that the vehicle is maintained appropriately and serviced in a timely fashion;
  • To help maintain the safety, security and integrity of our products and services;
  • To improve and enhance our products and services; and
  • For internal tracking of the vehicle, analysis and administrative purposes.

If you are a driver partner, these devices will collect telematics data (such as your speed, acceleration, and braking data) and your location information. If you are a passenger onboard one of our vehicles fitted with these devices, your location data (i.e. the position of the car) will be incidentally collected as well. 

The data collected by these devices are owned by these partners who have entered into appropriate contractual undertakings with HICH to safeguard this data. While these partners share such telematics data with us (to enable us to fulfil the purposes stated above), we do not share any personally identifying information about our driver partners or passengers with these partners. 

Personal Data of minors

As a parent or legal guardian, please do not allow minors under your care to submit Personal Data to HICH. In the event that such Personal Data of a minor is disclosed to HICH, you hereby consent to the processing of the minor’s Personal Data and accept and agree to be bound by this Policy and take responsibility for his or her actions.

When you provide Personal Data of other individuals to us

In some situations, you may provide Personal Data of other individuals (such as your spouse, family members or friends) to us. For example, you may add them as your emergency contact. If you provide us with their Personal Data, you represent and warrant that you have obtained their consent for their Personal Data to be collected, used and disclosed as set out in this Policy.

  1. II. USE OF PERSONAL DATA

HICH may use, combine and process your Personal Data for the following purposes (“Purposes”):

Providing services and features

Your Personal Data will be used to provide, personalise, maintain and improve our Apps, Websites and Services. This includes using your Personal Data to:

  • provide you with Services across our various business verticals;
  • engage you to provide Services;
  • create, administer and update your account;
  • conduct due diligence checks;
  • verify your identity;
  • verify your age (where necessary);
  • validate your ride and process payments;
  • offer, obtain, provide, facilitate or maintain insurance or financing solutions;
  • track the progress of your trip and detect abnormal trip variations;
  • enable features that personalise your App, such as lists of your favourite places and previous destinations;
  • make your experience more seamless, such as automatically filling in your registration information (such as your name or phone number) from one Service to another Service or when you participate in our surveys;
  • perform internal operations necessary to provide our Services, including troubleshooting software bugs and operational problems, conducting data analysis, testing and research, monitoring and analysing usage and activity trends;
  • protect the security or integrity of the Services and any facilities or equipment used to make the Services available;
  • process and manage your rewards;
  • enable communications between our users;
  • process, manage or verify your application of promotions, rewards and subscriptions with HICH;
  • enable our partners to manage and allocate fleet resources; and
  • fulfil the services to you as a data processor, where you have provided consent to the data controller (i.e. the organisation you had purchased goods or services from, and for whom HICH is providing services on behalf of) for such services to be rendered.

Safety and security

We use your data to ensure the safety and security of our Services and all users. This includes:

  • screening driver and delivery partners before enabling their use of our Services;
  • identifying unsafe driving behaviour such as speeding, harsh braking and acceleration, and providing personalised feedback to driver partners;
  • verifying your identity when you log in to HICH;
  • using device, location, profile, usage and other Personal Data to prevent, detect and combat fraud or unsafe activities;
  • sharing drivers and passengers’ location and details when the emergency button or the “Share My Ride” feature is activated;
  • monitoring compliance with our terms and conditions, policies and Driver’s Code of Conduct; and
  • detecting, preventing and prosecuting crime.

Customer support

We use Personal Data to resolve customer support issues. For example, we may:

  • investigate and address concerns;
  • monitor and improve our customer support responses;
  • respond to questions, comments and feedback; and
  • inform you about steps taken to resolve customer support issues.

Research and development and security

We may use the Personal Data we collect for testing, research, analysis and product development. This allows us to understand and analyse your needs and preferences, protect your Personal Data, improve and enhance the safety and security of our Services, develop new features, products and services, and facilitate insurance and finance solutions.

Legal purposes

We may use the Personal Data we collect to investigate and resolve claims or disputes, or as allowed or required by applicable law.

We may also use your Personal Data when we are required, advised, recommended, expected or requested to do so by our legal advisors or any local or foreign legal, regulatory, governmental or other authority.

For example, we may use your Personal Data to:

  • comply with court orders or other legal, governmental or regulatory requirements;
  • enforce our Terms of Service or other agreements; and
  • protect our rights or property in the event of a claim or dispute.

We may also use your Personal Data in connection with mergers, acquisitions, joint ventures, sale of company assets, consolidation, restructuring, financing, business asset transactions, or acquisition of all or part of our business by another company.

Marketing and promotions

We may use your Personal Data to market HICH and HICH’s partners’, sponsors’ and advertisers’ products, services, events or promotions. For example, we may:

  • send you alerts, newsletters, updates, mailers, promotional materials, special privileges, festive greetings; and
  • notify, invite and manage your participation in our events or activities.

We may communicate such marketing to you by post, telephone call, short message service, online messaging service, push notification by hand and by email.

If you wish to unsubscribe to the processing of your Personal Data for marketing and promotions, please click on the unsubscribe link in the relevant email or message. Alternatively, you may also update your preferences in our App settings.

III. DISCLOSURE OF PERSONAL DATA

We need to share Personal Data with various parties for the Purposes. These parties include:

Other users

For example: 

  • If you are a passenger, we may share your pick-up and drop-off locations with our driver partner fulfilling your service request.
  • If you are a driver partner, we may share your Personal Data with your passenger including your name and photo; your vehicle make, model, number plate, location and average rating.
  • If you are a delivery partner, we may share your Personal Data with your selected merchant and user, including your name and photo; your vehicle make, model, location and average rating.
  • If you are using our HICHExpress service, we may share your Personal Data with the recipient of your parcel, and vice versa, as well as the delivery partner in charge of fulfilling your service request.
  • If you use our in-app chat service, we may share your mobile number and HICH-registered name with the other parties to your chat. 

With third parties

For example, we may share a vehicle’s location and driver’s and/or passenger’s name with third parties when a passenger uses the “Share My Ride” feature or activates the Emergency Button.

With HICH partners at your request

For example, if you requested a service through a HICH partner or used a promotion provided by a HICH partner, HICH may share your Personal Data with that HICH partners. Our partners include partners that integrate with our App or our App integrates with, vehicle services partners, or business partners which HICH collaborates with to deliver a promotion, competition or other specialised service.

With the owner of HICH accounts that you may use

For example, your employer may receive trip data when you use your employer’s HICH for Business account.

With subsidiaries and affiliates

We share Personal Data with our subsidiaries, associated companies, jointly controlled entities and affiliates.

With HICH’s service providers and business partners

We may provide Personal Data to our vendors, consultants, marketing partners, research firms, and other service providers or business partners. This includes:

  • payment processors and facilitators;
  • debt collectors;
  • credit bureaus and other credit reporting agencies;
  • background check and anti-money laundering service providers;
  • cloud storage providers;
  • marketing partners and marketing platform providers;
  • data analytics providers;
  • research partners, including those performing surveys or research projects in partnership with HICH or on HICH’s behalf;
  • fleet and merchant partners;
  • insurance and financing partners;
  • third party intermediaries involved in the managed investment of funds, such as brokers, asset managers, and custodians;
  • service providers who perform identity verification services; and
  • vehicle solutions partners, vendors or third-party vehicle suppliers.

With our legal advisors and governmental authorities

We may share your Personal Data with our legal advisors, law enforcement officials, government authorities and other third parties. This may take place to fulfil the legal purposes (mentioned above), or any of the following circumstances:

  1. where it is necessary to respond to an emergency that threatens the life, health or safety of a person; or
  2. where it is necessary in the public interest (e.g. in a public health crisis, for contact tracing purposes and safeguarding our community).
  3. RETENTION OF PERSONAL DATA

We retain your Personal Data for the period necessary to fulfill the Purposes outlined in this Policy unless a longer retention period is required or allowed by law. Once your Personal Data is no longer necessary for the Services or Purposes, or we no longer have a legal or business purpose for retaining your Personal Data, we take steps to erase, destroy, anonymise or prevent access or use of such Personal Data for any purpose other than compliance with this Policy, or for purposes of safety, security, fraud prevention and detection, in accordance with the requirements of applicable laws.

  1. INTERNATIONAL TRANSFERS OF PERSONAL DATA

Your Personal Data may be transferred from country, state and city (“Home Country”) in which you are present while using our Services to another country, state and city (“Alternate Country”).

When we transfer your Personal Data from your Home Country to the Alternate Country, we will comply with our legal and regulatory obligations in relation to your Personal Data, including having a lawful basis for transferring Personal Data and putting appropriate safeguards in place to ensure an adequate level of protection for the Personal Data. We will also ensure that the recipient in Alternate Country is obliged to protect your Personal Data at a standard of protection comparable to the protection under applicable laws.

Our lawful basis will be either consent (i.e. we may ask for your consent to transfer your Personal Data from your Home Country to the Alternate Country at the time you provide your Personal Data) or one of the safeguards permissible by laws.

  1. COOKIES AND ADVERTISING ON THIRD PARTY PLATFORMS

HICH, and third parties with whom we partner, may use cookies, web beacons, tags, scripts, local shared objects such as HTML5 and Flash (sometimes called “flash cookies”), advertising identifiers (including mobile identifiers such as Apple’s IDFA or Google’s Advertising ID) and similar technology (“Cookies”) in connection with your use of the Websites and Apps. Cookies may have unique identifiers, and reside, among other places, on your computer or mobile device, in emails we send to you, and on our web pages. Cookies may transmit Personal Data about you and your use of the Service, such as your browser type, search preferences, IP address, data relating to advertisements that have been displayed to you or that you have clicked on, and the date and time of your use. Cookies may be persistent or stored only during an individual session.

HICH may allow third parties to use Cookies on the Websites and Apps to collect the same type of Personal Data for the same purposes HICH does for itself. Third parties may be able to associate the Personal Data they collect with other Personal Data they have about you from other sources. We do not necessarily have access to or control over the Cookies they use.

Additionally, we may share non-personally identifiable Personal Data with third parties, such as location data, advertising identifiers, or a cryptographic hash of a common account identifier (such as an email address), to facilitate the display of targeted advertising on third party platforms.

If you do not wish for your Personal Data to be collected via Cookies on the Websites, you may deactivate cookies by adjusting your internet browser settings to disable, block or deactivate cookies, by deleting your browsing history and clearing the cache from your internet browser. You may also limit our sharing of some of this Personal Data through your App (Settings > Privacy > Ads) and mobile device settings.

VII. PROTECTION OF PERSONAL DATA

We will take reasonable legal, organisational and technical measures to ensure that your Personal Data is protected. This includes measures to prevent Personal Data from getting lost, or used or accessed in an unauthorised way. We limit access to your Personal Data to our employees on a need to know basis. Those processing your Personal Data will only do so in an authorised manner and are required to treat your information with confidentiality.

Nevertheless, please understand that the transmission of information via the internet is not completely secure. Although we will do our best to protect your Personal Data, we cannot guarantee the security of your Personal Data transmitted through any online means, therefore, any transmission remains at your own risk.

VIII. YOUR RIGHTS WITH RESPECT TO YOUR PERSONAL DATA

In accordance with applicable laws and regulations, you may be entitled to:

  • ask us about the processing of your Personal Data, including to be provided with a copy of your Personal Data;
  • request the correction and/or (in some cases) deletion of your Personal Data;
  • in some cases, request the restriction of the processing of your Personal Data, or object to that processing;
  • withdraw your consent to the processing of your Personal Data (where we are processing your Personal Data based on your consent);
  • request receipt or transmission to another organisation, in a machine-readable form, of the Personal Data that you have provided to us where we are using your Personal Data based on consent or performance of a contract; and 
  • complain to the relevant data privacy authority if your data privacy rights are violated, or if you have suffered as a result of unlawful processing of your Personal Data.

Where you are given the option to share your Personal Data with us, you can always choose not to do so. If we have requested your consent to processing and you later choose to withdraw it, we will respect that choice in accordance with our legal obligations.

However, choosing not to share your Personal Data with us or withdrawing your consent to our use of it could mean that we are unable to perform the actions necessary to achieve the purposes of processing described in Section II (Use of Personal Data) or that you are unable to make use of the Services. After you have chosen to withdraw your consent, we may be able to continue to process your Personal Data to the extent required or otherwise permitted by applicable laws and regulations.

If you wish to make a request to exercise your rights, you can contact us through our contact details set out in Section X (How to Contact Us) below.

We will screen and verify all requests beforehand. In order to verify your authority to make the request, we may require you to provide supporting information or documentation to corroborate the request.

Once verified, we will give effect to your request within the timelines prescribed by applicable laws.

  1. AMENDMENTS AND UPDATES

HICH shall have the right to modify, update or amend the terms of this Policy at any time by placing the updated Policy on the Websites. By continuing to use the Apps, Websites or Services, purchase products from HICH or continuing to communicate or engage with HICH following the modifications, updates or amendments to this Policy, you signify your acceptance of such modifications, updates or amendments.

  1. HOW TO CONTACT US

If you have any queries about this Policy or would like to exercise your rights set out in this Policy, please contact our Data Protection Officer at:

HICH Data Protection Officer

Hich Minnesota Corp.

1701 American Blvd E, Bloomington, MN 55425

info@hich.mn

The original of this Policy is written in the English language. In the event of any conflict between the English and other language versions, the English version shall prevail.

ADDENDUM 1: HICH FOR BUSINESS

  1. INTERPRETATION

All capitalised terms but undefined terms used herein shall bear the same meaning as those defined in the Terms of Use and the HICH Privacy Policy (accessible at https://HICH.mn/privacy-policy/).

This Addendum forms part of the HICH Privacy Policy. In the event of any inconsistency between the HICH Privacy Policy and this Addendum, this Addendum shall prevail.

  1. HICH’S RELATIONSHIP WITH USERS AND CLIENTS

How HICH for Business works

HICH for Business is provided as an add-on feature to facilitate corporate billing for the Authorised Users’ use of HICH’s Services in the course of work.

When an organisation (“Client”) chooses to utilise HICH for Business, the Authorised User is given the option of tagging his/her rides or other transactions to the Client or to tag it as a personal ride. An Authorised User is referred to in the HICH Privacy Policy as a passenger.

As part of this feature, HICH will disclose detailed trip and booking information that Authorised Users have tagged as being for business purposes to the Client. Apart from this, HICH does not disclose other Personal Data of its Authorised Users to the Client.

Alternatively, an individual user may choose to set up a business profile within the App to facilitate the tagging of business-related rides and to generate consolidated trip reports to facilitate the submission of claims from his or her employer. When used in this mode, the claims process is user-driven and the user’s employer need not be a Client.

For ease of reference, Authorised Users and individual users will each be referred to as a “User” and collectively as “Users” in this Addendum.

HICH is a data user, so are our Clients

In respect of any User and the processing of all their Personal Data (including but not limited to Linking Data and Portal Data), HICH acts as a data user. For further information on how HICH collects, uses and discloses Users’ Personal Data, please refer to the HICH Privacy Policy.

Due to the way HICH for Business works, HICH does not process any Personal Data for and on behalf of the Client. Accordingly, HICH is not the data processor of the Client, but an independent data user in respect of all Personal Data that it processes in the course of providing the HICH for Business feature. Likewise, the Client is an independent data user of the Personal Data (e.g. the Linking Data and Portal Data) that it discloses to and/or receives from HICH. 

As independent data users, HICH and the Client individually determine the purposes and means of processing Personal Data, subject to the provisions set out in the Terms of Use and this Privacy Policy. HICH and the Client are also individually responsible to ensure the protection of Personal Data under their charge. 

III. WHAT PERSONAL DATA IS COLLECTED, PROCESSED AND DISCLOSED

What HICH collects as part of HICH for Business

In order to provide the HICH for Business feature, the individual user or the Client will be required to provide the following information about the Authorised User to HICH:

  • full name;
  • business email address; and
  • other identifying information about the Authorised User as reasonably requested by HICH.

HICH will use this information for the purposes of:

  • authenticating the User;
  • where applicable, linking the Authorised User’s account with the Client’s HICH for Business account or tracking the Authorised User’s business profile bookings on the Apps, as the case may be;
  • where applicable, verifying the Corporate Billing status of such Authorised User from time to time; and
  • contacting the User in accordance with the purposes set out in the HICH Privacy Policy.

Upon onboarding such a User to the App, HICH will process the Personal Data of the User in accordance with the HICH Privacy Policy and this Addendum.

What HICH discloses to its Clients

HICH will disclose relevant trip and booking information as determined by HICH from time to time to the Client to facilitate Corporate Billing.

What HICH discloses to its individual user

Depending on the business profile settings selected by the individual user, the user may retrieve and generate reports containing his/her relevant trip and booking information.

  1. PARTIES’ OBLIGATIONS

The Client and HICH shall each:

  • individually inform their data subjects of how each processes Personal Data and allow their data subjects to exercise their rights under the local data protection/data privacy laws;
  • comply with the obligations applicable to each party under the applicable data protection/data privacy laws when processing any Personal Data of the Proposed or Authorised Users;
  • obtain the necessary consents (if applicable) to facilitate the provision of the HICH for Business feature; and
  • implement appropriate legal, technical and organisational measures to protect Personal Data against unauthorised or unlawful processing and against unauthorised loss, destruction, damage, alteration, or disclosure, as well as any breach or attempted breach of each party’s security measures (“Information Security Incident”).

Refund Policies

HICH is a platform that connects the community to complete trips booked by a rider and accepted by a driver within the app. As a rider, you own the decision to take a trip or not. HICH provides information to riders prior starting a trip, such as:

  • Pricing and other estimates in app like an upfront price and estimated time of arrival
  • Vehicle and driver details like license plate, driver name, and vehicle type

As a rider, it’s your responsibility to check the information provided is accurate and meets your expectations of quality. If you decide to take a trip, you are accepting the terms of service and are taking responsibility for the successful payment of that trip.

When am I eligible to receive a full or partial refund?

Examples of when you may be eligible to receive a full or partial refund include:

  • A fare or fee was charged in error or your trip experienced a technical issue, like an eligible promotion not applying correctly
  • Your trip price was significantly higher than the estimate you were shown in the app prior to booking, and it was not due to added stops, or a changed destination
  • Your trip was not completed within a reasonable walking distance to your requested destination
  • You or the intended rider did not take the trip or there are other fraud concerns

When am I not eligible to receive a full or partial refund?

Examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:

  • An issue related to the vehicle quality or the type of vehicle dispatched for your trip
    • Tip: You can use HICH’s 2-way rating system or contact customer support to help make drivers aware of issues with their vehicle
  • An issue with a driver not meeting your quality expectations
    • Tip: You can use HICH’s 2-way rating system or contact customer support to provide drivers with feedback about their service
  • An issue that was caused by user error, like requesting the wrong type of vehicle
  • An on-trip delay or on-trip routing issue due to uncontrollable events (e.g. traffic, construction) or a change in price due to adding or removing stops or updating your intended destination after your trip began

Note that any safety-related incidents are handled by a specialized team and can be reported to us at info@hich.mn

Resolving Your Request

You can submit a request for a refund or a general complaint about your ride to our customer service team at info@hich.mn or in the app within 30 days of encountering an issue. If we determine you are eligible, you should expect any refunds to be returned to your original payment method within 3-5 business days, depending on your bank.

False Reports

We investigate each report. Providing inaccurate information about your trip experience when disputing fees or charges violates our guidelines and may result in your request being denied and / or your account being deactivated.