PRIVACY & COOKIE POLICY
This policy was last updated on December 29th 2021.
At Rocket Vehicle Group Limited ("we", "our" or "us"), we respect your privacy. We have implemented this privacy policy ("Privacy Policy") and cookie policy ("Cookie Policy") to explain our data collection, use, disclosure, and transfer practices, as well as individual access rights you may have when you use our sites and services. You can learn more in the sections below.
Information We Collect from You
For all Transactions We collect CONTACT INFORMATION, including:
Name
Address
Phone numbers
Email addresses
When Renting a vehicle, including being added as an authorized additional driver, we may collect:
Driver Qualifications and Identify Verification, including:
Driver’s license information, including date of birth and photographs you submit of you and your driver’s license.
Insurance information
Passport
Proof of residence
Personal references
Transaction Information, including:
Vehicle rental information
Rental and return locations
Dates of the rental
Type of rental and your vehicle preference
Ancillary products purchased
Photographs you submit of receipts through the camera feature available on some of our mobile applications and websites
Billing information
Charges
Payments
Credit Card information
Online user account details
Claims Information
Information related to details of accidents involving our vehicles, including that of any third parties such as involved individuals, witnesses, and police reports.
Health Information, including:
Information about relevant health conditions you have that assist us in providing you with adaptive driving devices; or related to claims involving injuries
Optional Information, including:
Emergency contact information
Any preferences or special requirements you may have
When Purchasing a Vehicle In addition to the contact information, identity verification, and driver qualification information listed above, when you purchase a vehicle and apply for financing, we will also collect:
Financial and Personal History Information, including:
Income
Credit history
Employment history
Other personal information required to complete the credit application
Car Sale Transaction Information, including:
Vehicle purchased
Purchase price
Vehicle trade-in
Ancillary products purchased
When contacting us for Accident Management Assistance services In addition to the contact information, driving qualification, transactional and health information listed above, when you contact us for accident management assistance purposes (which we may administer on behalf of the entity that refers your details to us, be it your insurer, manufacturer, employer, dealership, fleet management provider or breakdown provider), we will also collect:
Claims information, including:
Information related to details of accidents, including that of any third parties such as involved individuals, witnesses and police reports
Insurance details
Information about the incident to determine who is at fault
Vehicle details
Credit repair details
Details regarding your vehicle repair needs and your onward mobility needs
When using our Websites and Mobile Applications we collect:
Browser Information, including:
Web logs
Geo-location
Device Information, including:
Unique device identifiers
IP address
Operating system
Precise geo-location information
With your consent, we will access location-based information, such as precise geo-location, postal code, city, metropolitan area or geographic region from your mobile device. We will use this information to provide you with notifications related to our locations, return information, local offers or other information that we think will be helpful in providing you with better services. We are only able to identify you using the location-based information if you allow our mobile applications to access your device’s location services. The location-based information is retained for seven years. This data is hosted by our analytics providers.
With your consent, our application will utilize your device's camera.
If you have allowed us to utilize your location information or your device's camera in the past, and wish to revoke the permissions, please change the settings on your device.
When Participating in Surveys or Promotions We collect:
Marketing preferences
Feedback on services provided
Information We Collect from Third-Parties
Third parties provide us with additional information about you or your household, including:
Referral sources, such as third-party online booking sites (who provide us general contact information and a booking confirmation number to facilitate the rental), your employer (general contact information), and your insurance provider (general contact and policy information);
Third parties who, for fraud prevention purposes, provide us with identity-related verification and document authentication;
Credit and financing partners, including credit reporting agencies, who facilitate the completion of credit applications when financing a vehicle purchase;
Franchisees who provide us information regarding your rental transactions;
Service providers, such as customer support (customer service-related information and enquiries made by you), security services (footage of you from our CCTV system), and customer survey providers (your response to our customer service surveys);
Marketing providers who provide information to assist us to better communicate our products and services, including email acquisition services, data hygiene services, data brokers, and market research partners and platforms.
Social media content you have made available to the public
Vehicle Data
Our vehicles may be equipped with technology that collects and transmits data from your rental vehicle. This may include information collected from event data recorders, global positioning devices or any other similar technology. When installed and where permissible, this technology will enable us to collect and use information such as:
Precise location information;
Collision information; and vehicle operation information, such as operational condition, mileage, tire pressure and fuel status, and other diagnostic and performance information.
Once collected, this information may be combined with information you have provided us and used to generate safety, performance, and other similar information so that we can deliver better services. Our use of the information may also include storage of this information after the expiration of your rental agreement. Renting a vehicle does not prohibit us from obtaining and using data collected from the vehicle. Your use of the Vehicle Data Systems made available to you is subject to the terms and conditions and privacy policy posted by the applicable Vehicle Data Systems provider and/or vehicle manufacturer which may include system and service limitations, warranty exclusions, limitations of liability, wireless service provider terms, privacy practices, descriptions of use and sharing of information and user responsibilities.
Our use of information collected from the rental vehicle may include sharing information with third parties as described in this policy.
If you pair your mobile device with the rental vehicle’s satellite navigation or infotainment systems, your personal information may be transferred to and stored on these systems. We cannot guarantee the privacy or confidentiality of such information and it is your responsibility to wipe your personal information from these systems before returning the vehicle. Otherwise, the next users of the vehicle will be able to access this information.
If you download a mobile application made available by the vehicle manufacturer and you register the rental vehicle in that app, your use of the app may result in the sharing of personal data, vehicle information, location information and driving characteristics with the vehicle manufacturer. Your use of these apps is strictly governed by the vehicle manufacturer’s terms and conditions and privacy policy. Prior to returning the rental vehicle, it is your responsibility to either remove the app or delete the rental vehicle from the app.
In the European Union, our vehicles are required to be equipped with eCall technology, which is activated if your vehicle is involved in an accident. eCall will automatically call and provide information regarding the accident to emergency services. We will also use, disclose and have access to this information.
Vehicle Data will be shared with emergency service providers, others who assist in responding to an accident, telematics service operators or those with whom we have a legal or contractual obligation to provide such data.
Children's Privacy
Our websites and online marketing are not directed to, and We do not knowingly collect personal information from, children under the age of 18. If you nevertheless believe that your child has provided us with their personal information and you need to let us know to delete it, please contact us using the link at the top of this page.
How We Use Information About You
We use the information we collect from you or about you to provide you with our services and for the following purposes:
Where it is necessary for the performance of a contract which governs the services we provide to you, including
To assist the transactions that you (or someone on your behalf) request, such as reserving, renting, purchasing, leasing motor vehicles, or providing accident management services;
Unless where consent may be required by applicable law, to communicate important information regarding your reservation, rental, lease or purchase of a vehicle. These communications are transactional in nature and will be sent to you via email, text or calls.
To provide customer service related to your interactions with us or to respond to your enquiry;
Where necessary for us to comply with a legal obligation, including
To use and share information about your vehicle's location with emergency services in the event that you are involved in a road accident;
To use and share information with government and regulatory authorities when required by law or in response to legal process, obligation, or request, including checking appropriate sanction lists.
Where it is necessary for our legitimate interests, as listed below, and where our interests are not overridden by your data protection rights, including
To communicate important information about your rental and provide you great service. These communications, which are transactional in nature, will be sent to you via email, text or calls;
To assist us in providing better products and services: for example, to evaluate the performance of our staff, to assess the quality of products and services received and to help us improve our websites, facilities and services. Unless where consent may be required by applicable law, your feedback may be requested via email, text or call.
To compile statistics and analysis about our customers' use of our websites, products and services. These statistics are used only to enable us to provide better customer service, products, features and functionality to you and other customers in the future;
Where permissible, to develop a profile of you and your interactions with us so that we can provide tailored offers, opportunities and services that may be of interest to you;
To protect our legal rights and manage the security of our networks and property, including to protect our websites from spam and abuse. For example, we will use CCTV to ensure the security of our premises;
For loss prevention, we maintain a record of individuals whose past interactions with us indicate they may present a non-payment or safety risk;
To receive, use and share your information with third parties to prevent fraud and protect our business interests and rights, privacy, safety and property, or that of individuals and the public. We will do this to respond to law enforcement request, collect unpaid bills, to avoid liability for penalties you incur (e.g. traffic citations) and for claims processing purposes;
For fraud prevention purposes, to verify identity and authenticate identity-related documentation as well as additional points of contact for rental related communications through personal references.
To use and share your information with third parties to permit us to pursue available remedies or limit damage that we may sustain and to enforce the terms of any rental agreement or our websites' terms and conditions;
To enable us to use vehicle data systems for purposes listed in the Vehicle Data section above;
Unless where consent may be required by applicable law, to send you certain promotional or targeted marketing communications, opportunities and services that may be of interest to you.
To de-identify or aggregate personal information collected about you and use it for any lawful purpose; and
Where you have given consent, as required by your country’s applicable law, including
To assist us in providing you with the most appropriate vehicles, such as those with adaptive driving devices. In some cases, this will require us to infer or explicitly collect information about your health or physical condition;
To send one-time use security tokens via text
Where applicable, to ask for you feedback by email, text or call, to assist us in providing better products and services: for example, to evaluate the performance of our staff, to assess the quality of products and services received and to help us improve our websites, facilities and services.
Where applicable to ask if you want to receive by email or text promotional or targeted marketing communications, opportunities and services that may be of interest to you. These will include invitations to join our loyalty programs, upgrade announcements, offers and discounts, online communications regarding an incomplete online membership form or reservation and offers related to other services and products we offer. Some of these offers will be received in advertising on other sites, including on social media;
You can choose to withdraw your consent at any time; however, such withdrawal does not affect the lawfulness of processing before your withdrawal.
Retention of Your Personal Information
We retain your personal information for as long as we need to fulfil our business purposes, as set out below:
Rental transactions
We keep the data associated to your rental agreement for up to seven years from the date of the rental, subject to other local legal requirements. We keep records of payments you have made for two years from the date of the transaction (depending on the location of the rental).
Vehicle Sales
We keep the data associated to the sale of a vehicle for up to ten years from the date of sale, subject to other local legal requirements.
Claims
We keep the data associated to claims involving our renters or other individuals for the life of the claim and up to ten years from conclusion of our obligation, subject to other legal requirements
Customer service-related queries
We keep general queries for three years, unless you make a complaint, in which case, we keep complaint data for seven years.
Marketing and analytical purposes
We keep data linked to cookies and other online identifiers up to three years. We keep other marketing information, such as email subscription and loyalty enrollment data for up to seven years after your last interaction with us.
Disputes & law enforcement
If we are involved in litigation or a governmental or regulatory investigation, then we keep data throughout the period of litigation or investigation and for five years after that. If a settlement means that we must keep data for longer, then we keep data for the period required to administer the settlement. If we provide data to law enforcement agencies, then we keep a record of this for one year beyond the end of the investigation.
Who We Share Information With
As a provider of transportation solutions, we share your information as follows to provide a seamless transactional experience.
Subsidiaries
We share your contact, driver qualification, transactional, loyalty and affiliation, health, optional information, claims information, car sales financial and personal information, and car sale transactional information with our subsidiaries for providing the transactions you have requested and (with your consent and where applicable) for marketing purposes. See the Subsidiaries page for a list. The list is subject to change from time to time and you should periodically review it for changes. Our subsidiaries’ employees in our IT, marketing, operations and customer service divisions will use your information, as described in this Privacy Policy, including, if required by applicable law, to send you information about products and services or respond to your inquiry.
Franchisees
The nature of the business and operations require us to share your contact information, and where applicable driver qualification, transactional, loyalty and affiliation, and (if applicable) health information with our franchisees ("Franchisees"). The list of Franchisees is subject to change from time to time and you should periodically review it for changes. For these transactions, the Franchisee is an independent data controller or equivalent under applicable law and will maintain its own privacy policy in respect of the rental data that you provide to the Franchisee. You are encouraged to check the privacy policy of the Franchisee that is applicable to your transaction.
Fulfilment Providers
Rental Transactions
We may use a fulfilment provider to carry out your rental car transaction. While made available through our branded websites, these companies are independent operators.
Vehicle Sale Transactions
In order to provide an appraisal value of a trade-in vehicle, Car Sales uses your Vehicle Identification Number (VIN) to run a vehicle history and value report on your vehicle.
Our Service Providers and Business Partners
We will share your contact, driver qualification, transactional, claims information, car sales financial and personal information, and car sale transactional information
Payment, administrative and technical support providers
Our insurance replacement, corporate rental or other customers or partners to facilitate the vehicle repair and rental transaction
Vehicle recovery agents
Debt collection providers
Credit Reporting Agencies
Identity and address verification providers
Claims processors
Vehicle manufacturers and their vehicle repair providers and/or roadside assistance providers
Fleet providers
Analytics and technology providers for location-based services and to analyze, enhance and manage our data in order to provide, maintain, and improve our services;
Web and mobile application session replay partners allow us to replay user sessions to improve browsing experience and troubleshoot errors;
Our advertising and marketing partners and third-party media properties, including social media sites, with whom we share aggregated or de-identified information about our customers, to allow them to send targeted advertising messages on our behalf (subject to confidentiality agreements as appropriate).
Government Authorities
Your personal information may also be shared with government authorities as outlined above.
Sale, Merger or Change in Control
Your information may also be transferred to another company in the event of a transfer, change of ownership, reorganization or assignment of all or part of our businesses or assets. This will occur if the parties have entered into an agreement under which the collection, use and disclosure of the information is limited to those purposes of the business transaction, including a determination whether or not to proceed with the business transaction. You will be notified via email or prominent notice on our websites for thirty (30) days of any such change in ownership or control of your personal information or as otherwise may be required or permitted by law.
Testimonials
We may post customer testimonials on our websites which may contain your contact information. We use a third-party provider to manage this process. This provider is responsible for obtaining your consent as necessary, removing content upon your request and answering any questions you may have.
Social Media Widgets
Our websites may include social media features, such as the Facebook button. These features may collect your IP address, pages you are visiting on our site, and may set a cookie to enable the feature to function properly. Social media features and widgets are either hosted by a third party or hosted directly on our site. Your interactions with these features are governed by the privacy policy of the company providing it.
If you use one of these social media sites and do not want them to collect data through our website and link it to your member data, you must log out of your user account before visiting our website and delete the relevant cookies. You can also block social plug-ins with browser add-ons. See the social media site for their plug-in instructions or see our Cookie Policy for more information.
Selling your Information
While we do not sell your data, as is common with companies with an online presence, some of our advertising uses information collected by businesses from our digital properties, including IP addresses, digital identifiers, information about your web browsing, and how you interact with our properties and ads, in order to provide you with relevant ads across the Internet and for other analytics purposes. These companies may sell that information to other businesses for advertising and other purposes.
Global Data Transfers And Processing
In order for us to operate and provide you services globally, the information you provide us or that we collect may be transferred or accessed by entities around the world, including:
Third Party Service Providers
We utilize third party service providers who are located outside the countries where we have corporate-owned locations, such as call center support, claims processors and IT providers. When we transfer your personal information to our third-party service providers who are located outside the European Economic Area (EEA), we use European Commission-approved standard contractual clauses.
Your Rights
EU General Data Protection Regulation (GDPR) and UK Data Protection
You have the right to:
Opt-out of some collection or uses of your personal information, including the use of cookies and similar technologies and the use of your personal information for marketing purposes, and the anonymization of your personal information for data analyses;
Access your personal information, rectify it, restrict or object to its processing, or subject to exemptions under law, request its deletion;
Receive the personal information you provided to us to transmit it to another company;
Withdraw any consent provided; and
Where applicable, lodge a complaint with your supervisory authority.
Contact our Data Protection Officer or submit a privacy compliant through our website
Cookie Policy
This policy was last updated on December 29th, 2021.
Cookies allow a website to remember your preferences, improve the user experience and tailor the advertisements you see to those that are most relevant to you. Cookies are sent back to the originating site on each subsequent visit or to another site that recognises the cookie.
We also use other forms of technology which serve a similar purpose to cookies and which allow us to monitor and improve our sites and apps. We use these in connection with cookies to help operate our websites and emails and collect information about online activity. When we talk about cookies in this Policy, this term includes these similar technologies.
Why Do We Use Cookies?
Cookies have five different functions and we use cookies for the purposes listed below:
Strictly necessary cookies are used to allow you to navigate this website or mobile app and use its features such as accessing secure areas of the website or making a reservation. These cookies expire at the end of your session.
Performance cookies collect information about how you interact with this website or mobile app and are used to improve your experience. They don’t contain personal information that can be used to identify you. We use these cookies to measure the performance of this website or mobile app such as gathering information about the number of visitors, testing designs and ensuring a consistent look and feel is maintained. All information these cookies collect is aggregated and therefore anonymous. These cookies expire in 7 days.
Functional cookies allow this site or mobile app to remember choices you make and provide enhanced and more personal features such as storing your login account and language or geographic preferences. The information these cookies collect may be anonymised and do not track your browsing activity on other websites. The duration of these cookies varies but all expiry within 2 years.
Advertising cookies are used to deliver advertisements that are more relevant to you. Third parties that serve ads on our behalf use cookies to help select the ads that are displayed to you and ensure that you do not see the same adds repeatedly as well as to measure the effectiveness of advertising campaigns. These cookies expire in 2 years.
Social Media Cookies are used when you share information using a social media sharing button or “like” button on this site or mobile app, or when you engage with our content on or through a social site such as Facebook or Twitter. These cookies expire in 1 year.
Some newer web browsers incorporate "Do Not Track" features. Our websites may not currently respond to "Do Not Track" requests or headers from these browsers. Opting out of this practice does not opt you out of being served advertising - you will continue to receive generic ads.
How Can You Manage Cookies?
Session cookies are used for your current browser session and will expire after you close your browser. Persistent cookies are used to enhance your experience between website visits and will remain on your computer until you delete them or until they reach their set expiry date. You always have the ability to manually delete cookies.
You may also set your browser to block all cookies or to indicate when a cookie is being set, although our services may not function properly if your cookies are disabled. To find out how to control or disable cookies within most browsers, consult the "Help" section of your browser or device or visit www.allaboutcookies.org.
Changes To These Policies
As necessary, we will update our Privacy Policy and Cookie Policy to reflect changes in our privacy practices. If we make any material changes, we will notify you by means of a notice on this site or as otherwise may be required or permitted by law, prior to the change becoming effective. We encourage you to periodically review this site for the latest information on our privacy practices.
Contact Us
For questions or inquiries related to privacy and data protection, please visit our Contact Us page