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Shared EV Solution

EkoRent Privacy Policy

Last updated: 30th May 2018

EkoRent requires some personal information from you as a customer in order for us to provide our services to you, to comply with legal requirements, and to improve our services with help of third-party data processors. In this Privacy policy we tell you what personal information we collect from you when you browse our website, when you use our services and when you are otherwise in contact with us. We also explain why this personal information is collected, how it is shared with third parties, how you can access your personal information, how to make corrections to it, and how to delete it, if you so desire.

What kind of personal information we collect and why we collect it

Information you provide

Registration information

We collect the following information in order to communicate with you, to provide you with customer support and to verify ownership of your EkoRent account.

  • Name
  • Address
  • Email address
  • Phone number
  • Birthday
  • Your secret question and its answer

Payment method

To charge you for using the service, we require your payment method information. When you add a credit card to your EkoRent account, a third party that handles the payments will receive your full credit card information. We do not store full credit card information, but do store the following information:

  • Card type (e.g. MasterCard)
  • First 6 digits of your credit card number
  • Last 4 digits of your credit card number
  • Expiration month and year

Communication information

When you contact us directly, we may receive additional information from you, including:

  • Contents of your message and its metadata, such as timestamp
  • Attachments to your message
  • Other information you choose to provide

Information we collect when you use our service

Payment information

When you use and pay for our service, we store the following information in order to keep track of your EkoRent account balance and detect possible problems with payments.

  • Payment amount
  • Payment status (e.g. settled)
  • Create time
  • Order time
  • Paid time
  • Short description (e.g. Payment of invoice no. 123456789-123)

Mileage information

During night time, the rental fee is calculated according to distance driven instead of time. To correctly charge you for using our service during night time, we record the total distance you drive during each rental session.

Vehicle travel information (anonymous)

To protect our vehicles from theft and abuse, to identify technical issues with the vehicles and to improve our service (e.g. when planning new service station locations), we constantly collect the following information from all our vehicles:

  • Location
  • Speed

This information is anonymous and cannot be used to identify you without additional information about your rental session.

Information from cookies and similar technologies

Cookies are small text files that web servers place on your device to help websites and apps recognize you, e.g. so that you would not have to provide your login credentials every time you request information from or send information to our web server.

We collect information from such cookies and tracking pixels to understand how you navigate through our website and app, and to subsequently improve the user experience by e.g. making certain features or information easier to navigate to.

Our website and app store both session and persistent cookies. A session cookie is deleted when you close your browser or app, while a persistent cookie remains after you close your browser or app.

How your personal information is shared with third parties

We share your personal information with our data processing partners in the following cases:

Active rental session (anonymous)

EkoRent uses a third-party online asset monitoring service to monitor the status (including GPS-based location) of its vehicles. The service provider is a data processor that accesses the following information about the vehicle you are renting:

  • Location
  • Speed
While the asset monitoring service provider can access this information, they cannot identify you, as they do not have access to your rental session information (that is, they don't know who is renting that vehicle).

Customer support

Customer support via email and direct email contact

EkoRent uses a third-party customer support platform to handle customer support requests made by you and customer support cases made by us. The service provider is a data processor that accesses information related to those requests and cases. The platform is used to help us manage a large number of customer support requests at once, with multiple customer support agents.

If you contact us by email, creating a customer support ticket, the data processor creates an end-user profile that is tied to your email address. This profile initially contains only your email address and your support ticket, including its attachments. If you create additional tickets, those tickets are added to your end-user profile. To speed up our customer service, we may add additional personal information to your customer profile or support ticket, such as your EkoRent customer ID or your phone number.

If we need to contact you personally by email, for example to notify you about an issue with your last rental session, we create a customer support case using the same customer support platform.

You can read more about the third-party customer support platform service provider's privacy and security policy here.

Customer support via phone

EkoRent uses a third-party communications platform to process phone calls made by our customers to our customer support number. This IVR system allows us to solve some of your customer support issues automatically even when we cannot answer the phone. The communications platform provider is a data processor that accesses the following information related to your call:

  • Phone number
  • Selections and actions you take in the IVR system, and their timestamps

You can view the privacy policy of the third-party communications platform here.

Depending on your selections in the IVR system, you may trigger a simple data processing request (e.g. ending current rental session) to our customer and rental session databases. In that case, we will use your phone number (number of the phone you're calling from) to identify you. To detect possible technical issues with these requests, we produce and store server logs, which may include minimal personal information such as your name and phone number. Our cloud platform service provider can access these log messages, but does not do so under normal operation. You can read more about the third-party cloud platform service provider's privacy and security policy here.

Newsletter

EkoRent uses a third-party newsletter service for contacting those customers that have subscribed to our service or the the newsletter directly. The purpose of the newsletter is to inform our customers about the changes we make to our service, such as launching of new service stations. The service provider is a data processor that accesses the following personal information:

  • Email address
  • First and last name
  • Subscription time and date

You can read more about the third-party newsletter service provider's privacy policy here.

Communicating with our sales team (shared vehicle clients)

EkoRent uses a third-party online form service for collecting initial information from potential shared vehicle clients and a third-party online customer relationship management service to make it easier to communicate with potential and existing shared vehicle clients

The online form service provider is a data processor that accesses the following information you give when filling the online form:

  • Name
  • Email address
  • Phone number
  • Type of your organization
  • Address of the potential service point
  • Estimated number of users
  • Whether a decision about procuring shared vehicles has been made or not

The online customer relationship management service is a data processor that accessed the following information:

  • Name
  • Email address
  • Phone number
  • Organization
  • Other information relevant to communication

You can read more about the third-party online form service provider's privacy policy here and about the third-party online customer relationship management service provider's privacy policy here.

Technical issues with the service

If our service experiences technical issues, we may share your EkoRent account information with our software developers and IT support team for troubleshooting purposes and to correct any mistakes resulting from these issues.

Other cases

We may share your personal information with third parties in the following cases:

  • If we are required by law, court order, or other legal process, to share the information
  • If a government authority requests the information, and we think it would be appropriate to share the information
  • If you registered using a promotion code, with your referrer to let them know that you have redeemed the promotion code
  • With our insurance partners to help them investigate incidents
  • To provide information about our service and its users to potential business partners in pseudonymized or aggregated form

In an emergency, we may use and share your personal information to protect your own safety or the safety of the public.

How we store your personal information

Security

EkoRent is committed to protecting your personal information. We use the best business practices to minimize the risk of your personal information getting compromised, such as layered security- and need-to-know-principles. However, it is impossible to make any system 100% secure, and there is always a small possibility of unauthorized access to your personal information. In the event of such data breach, we will notify those affected without delay. We will then act swiftly with our partners to minimize the damage caused to you.

Duration

Your personal information is stored as long as needed to fulfill the purposes explained in this privacy policy. This time can be extended if required or permitted by law. When we no longer require your personal information, your personal information is either deleted or anonymized. If, for some reason, this is not possible, your personal information is isolated instead until it can be deleted. Isolation means that your personal information is categorized as "cannot be used", even if it exists. This may be the case for example if your personal information is stored in a backup archive.

We will store vehicle location information indefinitely in anonymized form for historical research and statistics purposes.

How to opt out of some personal information collection

Email subscriptions

You can unsubscribe at any time from our commercial or promotional emails by clicking on the link "unsubscribe from this list" found at the bottom of every newsletter we send.

Cookies and similar technologies

You can prevent our web server from storing cookies on your device from your browser's settings. However, by doing so, you may find it more difficult to interact with our website and may miss out on some features of our service.

How to access your personal information

Basic information

You can view and edit your basic information by logging in at OmaEkoRent, clicking on "My account" tab and then clicking the "Edit"-button on the "Basic information"-panel.

Phone numbers

You can view and delete your phone numbers by logging in at OmaEkoRent, clicking on "My account" tab and then clicking on the small "x"-icon to the right of your phone number on the "My Phones"-panel. You must have at least one valid phone number to use our service, so you cannot delete the phone number you used to log in. The only way to delete all your phone numbers is to delete your EkoRent account.

Payment methods

You can view and delete your payment methods by logging in at OmaEkoRent, clicking on "My account" tab and then clicking on the small "x"-icon to the right of your payment method on the "Payment Sources"-panel. You must have at least one valid payment method to use our service, so you cannot delete the final remaining payment method. The only way to delete all your payment methods is to delete your EkoRent account.

Rental session history

You can view your rental session history by logging in at OmaEkoRent, clicking on "My history" tab and then clicking on the "Rental sessions" tab.

Payment history

You can view your payment history by logging in at OmaEkoRent, clicking on "My history" tab and then clicking on the "Payments" tab.

Other personal information

To request access to your other personal information, to obtain a copy of it, or to make corrections to it, please submit your request in writing to info@ekorent.fi, using the same email address you used when registering to the EkoRent service. In order to verify your identity, we may call you in response using the phone number you gave when you registered to our service.

Other

Children's privacy

Our services are not offered to children, and we do not knowingly accept children as our customers. If we find that a person under the age of 18 years has given us personal information, we will delete that information. If you suspect that this has happened, please contact us at info@ekorent.fi.

Changes to this policy

We may make changes to this Privacy policy in the future. We will notify our customers by email if we make any material changes. Regardless, we encourage you to read this Privacy policy periodically to stay informed about our privacy practices. As long as you use our service, you are agreeing to this Privacy policy as it currently stands.

Questions about this policy

If you have any questions about this Privacy policy, please do not hesitate to contact us at info@ekorent.fi.