Privacy Policy
Last updated: {{EFFECTIVE_DATE}}
This Privacy Policy explains how {{COMPANY}} ("Nero", "we", "us") collects, uses, shares, and protects personal information when you use the Nero platform — our websites, driver‑branded progressive web apps ("PWAs"), and related services (the "Services"). Nero is a technology marketplace that connects riders with independent professional drivers in the United States. Nero does not itself provide transportation — drivers are independent contractors who provide the ride. This policy is written for the United States market.
If you do not agree with this policy, please do not use the Services.
1. Who this applies to
- Riders — people who book rides through a driver's Nero page.
- Drivers — independent contractors who use Nero to run their own client base.
- Agents, companies, and hotels — partners who book or refer on behalf of others.
2. Information we collect
You provide:
- Identity & contact — name (or display name), phone number, and email.
- Booking details — pickup and drop‑off addresses, stops, ride time, vehicle class, and any notes; if you book for someone else, that person's name and phone.
- Consent records — your SMS/text opt‑in (TCPA), with the exact disclosure, timestamp, and the IP address / device the opt‑in came from.
- Driver onboarding data (drivers only) — license, insurance certificate (COI), W‑9, vehicle documents, and rate cards.
Collected automatically:
- Location — your pickup/drop‑off coordinates, and, only while a ride is active, the assigned driver's live location to power tracking and ETAs. We do not track your location in the background when you are not booking or riding.
- Device & diagnostics — browser/user‑agent, PWA install/standalone state, and error reports, used to keep the app working and secure.
- Usage — bookings, ratings, tips, and credit purchases/consumption.
We do not knowingly collect government ID images, biometric data, or payment card numbers directly — card payments are handled by our payment processor (see §4).
3. How we use information
- To create and fulfill bookings and connect you with a driver.
- To compute pricing and the platform credits a booking consumes.
- To communicate about your ride (status, ETA, receipts) by push, email, and — only with your TCPA consent — SMS. Message and data rates may apply; reply STOP to opt out of SMS at any time.
- To process credit purchases (Nero's own product) through our payment processor.
- For safety, fraud prevention, and security (e.g. SOS, dispute evidence, rate‑limiting, abuse detection).
- To comply with law (tax/1099 recordkeeping, licensing, lawful requests).
- To improve the Services using aggregated, de‑identified analytics.
We do not sell your personal information for money. See §6 for "sharing" and your CCPA/CPRA rights.
4. How money and payments work (and what we share)
- Ride fares are paid by the rider directly to the driver through Stripe Connect. Stripe is the money transmitter; Nero never holds or routes ride funds and is not a party to the transportation transaction.
- Nero's only charge to you is the sale of prepaid credits to drivers (Nero's product). Card data for credit purchases is collected and processed by Stripe under Stripe's own privacy policy; Nero does not store card numbers.
5. Service providers we share with
We share the minimum personal information needed with vendors that process it on our behalf, under contract, for the purposes above:
| Provider | Purpose |
|---|---|
| Stripe | Payments (credit purchases; driver payouts via Connect) |
| Clerk | Account authentication |
| Mapbox | Address search, routing, and map tiles |
| Twilio | SMS delivery (only with your consent) |
| Resend | Transactional email |
| Ably | Real‑time ride tracking / dispatch |
| Sentry | Error monitoring |
| Cloudflare R2 | Storage of driver documents and logos |
| Vercel / Neon | Hosting and database |
| (Future) Checkr | Driver background checks |
| (Future) Avalara | Sales‑tax calculation |
We also share your booking contact and pickup/drop‑off details with the driver you book so they can provide the ride.
6. Your California privacy rights (CCPA / CPRA)
If you are a California resident, you have the right to:
- Know / access the personal information we hold about you.
- Delete your personal information (we anonymize; financial ledger entries are retained as required by tax law).
- Correct inaccurate personal information.
- Opt out of any "sale" or "sharing" of personal information.
- Not be discriminated against for exercising these rights.
Exercise these at /privacy (sign in so we can verify it's your data) or by emailing privacy@nero.gvit.app. We do not sell personal information for money; where "sharing" for cross‑context behavioral advertising could apply, you may opt out at the same page.
7. Text messages (TCPA) and email (CAN‑SPAM)
- SMS is sent only after you check the SMS‑consent box at booking. Each message includes STOP instructions; replying STOP opts you out immediately.
- Email is transactional (booking‑related). Every email identifies Nero and, where applicable, includes an unsubscribe mechanism.
8. Data retention
- Booking + financial records are retained as required for tax/1099 and dispute purposes even after a deletion request (personal identifiers are removed).
- Live location is used transiently for an active ride and is not retained as a persistent location history for advertising.
- Consent records are retained as evidence of your opt‑in as required by TCPA.
9. Security
We use encryption in transit, scoped access controls, rate‑limiting, and error/abuse monitoring. No system is perfectly secure; you are responsible for keeping your account credentials safe.
10. Children's privacy
The Services are not directed to children under 18, and we do not knowingly collect their personal information. If you believe a minor has provided us information, contact privacy@nero.gvit.app and we will delete it.
11. Changes to this policy
We may update this policy; we will post the new "Last updated" date here and, for material changes, provide additional notice.
12. Contact
Privacy questions: privacy@nero.gvit.app.
DRAFT — informational template only. This document is a starting point prepared for internal review. It is not legal advice and must be reviewed and finalized by a qualified attorney (and the operating legal entity, effective date, and jurisdiction filled in) before it is published or relied upon.