1. Who we are
Island Ryde Limited, trading as Ryde, Ryde Media, “we”, “us” or “our”, is the controller responsible for the personal information described in this notice.
Company number: 147521. Registered office: First Floor, Tower House, La Route es Nouaux, St Helier, Jersey JE2 4ZJ. Trading address: Unit 4, Cargo Centre, L’Avenue de la Commune, St Peter, Jersey JE3 7ZR.
We are registered with the Jersey Office of the Information Commissioner (“JOIC”), registration number 100518. Our Data Protection Manager can be contacted at dataprotection@ryde.je or on +44 (0)1534 666333.
2. Our data protection commitments
We process personal information in accordance with the Data Protection (Jersey) Law 2018 (“DPJL”). We will process information lawfully, fairly and transparently; use it for clear purposes; collect only what is needed; keep it accurate; retain it only for as long as necessary; and protect it with appropriate security measures.
3. Information we collect
| Category | Examples |
|---|---|
| Identity and contact | Name, title, date of birth where relevant, telephone number, email address, account identifiers and communication preferences. |
| Account and device | Login details, app account information, device and application data, notification tokens, website and cookie information and security records. |
| Booking and journey | Pick-up and destination details, current or submitted location, booking channel, journey date and time, Passenger and Booker information, route, vehicle, driver, fares and charges. |
| Payment and subscription | Payment token or limited card information supplied by payment providers, transaction status, refunds, pre-authorisations, invoices, Stripe customer and subscription references, failed payments and chargebacks. |
| Communications and feedback | Calls, emails, messages, complaints, ratings, survey responses, lost-property enquiries and records of how we resolved an issue. |
| Accessibility and safety | Wheelchair, disability, health, mobility, communication, safeguarding or care information supplied where needed to provide a safe and appropriate service. |
| CCTV and audio | Internal and external vehicle images and internal audio associated with identifiable passengers, drivers or other individuals. |
| Student Membership | Subscriber and Member names, dates of birth, contact and account details, relationship and parental-responsibility information, eligibility and verification records, membership status and use of the discount. |
| Ryde Media | Business contact details, employer and role, proposals, contracts, campaign instructions, approvals, creative assets, billing information, campaign reports and aggregate proof-of-play or engagement information. |
4. How we collect information
- Directly from you when you create an account, make or receive a Booking, subscribe, contact us, pay, complete a form, provide feedback or enter a Ryde Media contract.
- From a Booker, employer, parent, guardian, care provider, hotel, government department, corporate account holder or another authorised person acting for you.
- From drivers, vehicles, CCTV systems, our app, website, dispatch systems, payment providers and other service providers.
- From publicly available sources and business contacts where relevant to Ryde Media, corporate services or supplier management.
5. How and why we use information
| Purpose | What we do | Main lawful basis |
|---|---|---|
| Bookings and journeys | Create, manage, dispatch, fulfil and charge for Bookings; send journey updates; deal with changes, complaints and lost property. | Contract; legitimate interests; legal obligation. |
| Safety and accessibility | Provide appropriate vehicles and assistance; protect passengers and drivers; investigate incidents and safeguarding concerns. | Contract; legitimate interests; vital interests; legal obligation; an appropriate special-category condition where required. |
| Accounts and payments | Operate accounts, pre-authorisations, payments, refunds, subscriptions, invoicing, fraud prevention and debt recovery. | Contract; legitimate interests; legal and accounting obligations. |
| Student Membership | Assess age and eligibility, link and activate the discount, manage renewals and cancellation, verify identity or parental responsibility, and investigate suspected misuse. | Contract with the adult Subscriber; legitimate interests; legal obligations. |
| Ryde Media | Manage leads, proposals, campaigns, content approvals, creative production, proof-of-play, reporting, billing, category protection and supplier coordination. | Contract; legitimate interests; legal and accounting obligations. |
| Service improvement | Analyse operational performance, availability, complaints, ratings and aggregated usage to improve services and train staff appropriately. | Legitimate interests. |
| Marketing | Send offers, newsletters and promotions where consent is provided or another lawful route applies, and measure communication engagement. | Consent or legitimate interests where permitted by law. |
| Legal and governance | Maintain records, respond to rights requests, establish or defend claims, meet tax, licensing, regulatory and law-enforcement obligations. | Legal obligation; legitimate interests. |
6. Special-category information
We do not routinely seek special-category information. A Passenger, Booker or authorised third party may provide health, disability, mobility, accessibility or care information where it is necessary to provide the journey safely and appropriately. We limit access and use it only where an appropriate ordinary and special-category lawful condition applies.
7. Children and Student Discount Members
An individual must be 18 or over to register a Ryde account or act as the Booker. A Passenger may be under 18 where a responsible adult or authorised organisation makes the Booking and Ryde’s safeguarding arrangements are followed.
For a Student Discount Member aged 16 or 17, the adult Parent Subscriber provides information about the Young Member and confirms that they are a parent, legal guardian or other person with parental responsibility. We use the Young Member’s information to administer eligibility, manage journeys, safeguard the Young Member and prevent misuse. The adult should bring this notice, or an appropriate age-accessible version, to the Young Member’s attention.
We do not automatically use a Young Member’s details for direct marketing. Children and young people retain their own data protection rights. A parent or representative may need to show authority when exercising rights for another person.
8. Student Discount verification
We may request reasonable evidence of a Subscriber’s identity, a Member’s identity and age, and a Parent Subscriber’s relationship or parental responsibility. We may pause the discount while verification is outstanding.
We may appoint a specialist third-party identity or age-verification provider in the future. Before any such process goes live, affected people will receive clear information at the point of verification about the provider, the information required, how it is used and whether any identity-document or biometric processing is involved. We will update this notice and our provider information as appropriate.
9. Vehicle CCTV and audio
All Ryde vehicles are fitted with CCTV which records external images, internal images and internal audio for safety, security, safeguarding and incident-management purposes. The recording arrangements have been assessed through Ryde’s data-protection impact assessment process. A recording may nevertheless be unavailable or incomplete because of hardware, settings, storage overwrite, power or another technical or operational issue. Notices are displayed in vehicles.
We may use recordings to deter and detect crime, protect passengers and drivers, investigate incidents, complaints or serious conduct concerns, support safeguarding, respond to law-enforcement or regulatory requests and establish or defend legal claims. Access is restricted to authorised people with a genuine need to know.
Footage is stored locally on fixed-capacity media and is overwritten on a rolling basis. Retention is not identical across vehicles: a heavily used vehicle may overwrite recordings after only a few days, while a less frequently used vehicle may retain recordings for longer. Recordings will normally be overwritten within approximately 14 days, but an identified incident clip may be retained for longer where necessary for an investigation, complaint, safeguarding matter, insurance issue or legal obligation. Ryde cannot guarantee that footage or audio exists or remains available for a particular journey.
Audio recording is treated as higher-risk processing. Ryde has completed data-protection impact assessments with its Data Protection Manager and will keep the necessity, proportionality, configuration, signage, access controls and retention arrangements under review.
10. Ryde Media and passenger information
Ryde Media uses ScreenCloud to schedule and manage content and may collect platform uptime, device status and aggregate proof-of-play information. The screens do not use cameras, facial recognition or passenger-attention tracking for advertising measurement.
Ryde may provide advertisers with aggregate campaign information, such as proof-of-play, network availability, campaign-code use or QR engagement. We do not sell or disclose identifiable passenger information to advertisers. If a passenger visits an advertiser-controlled website, landing page or form, that advertiser is responsible for its own privacy information, cookies and personal-data use.
11. Marketing and service communications
Operational communications include booking confirmations, driver arrival information, receipts, payment or membership messages, safety information and service updates. These are not marketing and may still be sent when marketing has been declined.
Where consent is provided, or where otherwise permitted by law, we may send news, offers, promotions, partnership campaigns and surveys by email, push notification or other selected channel. You can opt out through the unsubscribe link, app or device preferences, or by contacting us. We may use limited analytics such as email opens and link clicks to understand communication performance.
13. International transfers
Some suppliers may process information outside Jersey, the United Kingdom or the European Economic Area. Where this occurs, we use an appropriate transfer mechanism and contractual or other safeguards required by the DPJL. Provider locations and arrangements may change, so we do not rely on a statement that only one supplier transfers information internationally. Contact the Data Protection Manager for further information about relevant safeguards.
14. Security and confidentiality
We use appropriate technical and organisational measures to reduce the risk of accidental loss, alteration, unauthorised access or disclosure. Access is limited on a need-to-know basis and personnel and suppliers are subject to confidentiality and security duties. We maintain procedures for responding to suspected personal-data breaches and notify affected people and JOIC where legally required.
15. Retention
We retain information only for as long as needed for the purpose for which it was collected and for relevant legal, accounting, regulatory, insurance and dispute requirements. Different records have different periods. CCTV has the shorter rolling period described above. Membership, booking, payment, complaint and business-contract records may be retained for longer where needed to administer the relationship, meet legal obligations or establish or defend claims. We may anonymise information so it can no longer be linked to an individual.
A copy of our retention schedule can be requested from the Data Protection Manager.
16. Automated decisions and human review
We may use systems and rules to identify payment issues, eligibility concerns, unusual membership use, fraud or operational risk. Ryde will not make a final decision with a significant adverse effect, such as terminating a Student Membership for suspected misuse, solely by an automated process without meaningful human review. Frequent genuine use is not, by itself, misuse.
17. Your rights
- Request access to your personal information and information about how it is used.
- Request correction of inaccurate or incomplete information.
- Request erasure where there is no lawful reason for continued processing.
- Object to processing based on legitimate interests and object at any time to direct marketing.
- Request restriction of processing in relevant circumstances.
- Request transfer of information where the right to portability applies.
- Withdraw consent at any time where processing relies on consent.
- Ask for human review and contest a relevant automated decision.
Requests may be made verbally or in writing, including by emailing dataprotection@ryde.je. We may request proportionate information to confirm identity or authority. We will respond without undue delay and normally within four weeks after satisfactory verification. Where a request is complex, the DPJL may permit an extension and we will explain this.
18. Changes to this notice
The current version will be available on the Ryde website and, where appropriate, in the app. You should review it periodically. For routine or administrative changes, publication of the updated notice and date may be sufficient. Where a change materially affects how we use personal information, particularly new identity-document, biometric, children’s-data or monitoring activity, we will provide an appropriate prominent notice to affected people through the app, website, email or at the point of collection, depending on the circumstances.
19. Questions and complaints
Please contact the Data Protection Manager first if you have a concern so that Ryde has an opportunity to address it: dataprotection@ryde.je, +44 (0)1534 666333, Island Ryde Limited, First Floor, Tower House, La Route es Nouaux, St Helier, Jersey JE2 4ZJ.
You may also complain to the Jersey Office of the Information Commissioner, 2nd Floor, 5 Castle Street, St Helier, Jersey JE2 3BT; enquiries@jerseyoic.je; +44 (0)1534 716530.