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GoodHuman Privacy Policy

Introduction

When you use GoodHuman, you trust us with your information. We are committed to keeping that trust. That starts with helping you understand our privacy practices.

This policy describes the information we collect, how it is used and shared, and your choices regarding this information.


Last modified: 3 January 2020
Effective date: 3 January 2020

Data collection and use

Scope

SUMMARY

This policy applies to users of GoodHuman's services anywhere in the world, including users of GoodHuman's apps, websites, features or other services.

This policy describes how GoodHuman and its affiliates collect and use personal information to provide our services. This policy applies to all users of our apps, websites, features or other services anywhere in the world. This policy specifically applies to:

  • Care recipients: users who request or receive care and support services and products.
  • Care communities: users who are invited into a care recipient’s care community.
  • Care providers: users who provide care and support services and products.

This policy also applies to those who provide information to GoodHuman in connection with an application to use our services, or whose information GoodHuman otherwise receives in connection with its services (such as the contact information of individuals associated with care provider partners). All those subject to this policy are referred to as “users” for purposes of this policy.

The practices described in this policy are subject to applicable laws in the places in which we operate. This means that we only engage in the practices described in this policy in a particular country or region if permitted under the laws of those places. Please contact us if you have questions on our practices in your country or region.

Data controller

SUMMARY

Good Human Pty Ltd is the data controller for your information. We process personal information inside and outside of Australia.

The data controller for the information you provide or that is collected by GoodHuman or its affiliates is:

Good Human Pty Ltd
Suite 1, Level 18
227 Elizabeth St
Sydney, New South Wales, 2000

Questions, comments and complaints about GoodHuman's data practices can be submitted to GoodHuman's data protection office through here.

We process personal information inside and outside of Australia. GoodHuman transfers information of users outside Australia on the basis of mechanisms approved under applicable laws.

The information we collect

SUMMARY

GoodHuman collects:

  • Information that you provide to GoodHuman, such as when you create your GoodHuman account.
  • Information created when you use our services, such as location, usage and device information.
  • Information from other sources, such as GoodHuman partners and third parties that use GoodHuman APIs.

The following information is collected by or on behalf of GoodHuman:

  1. Information you provide
    This may include:
    • User profile: We collect information when you create or update your GoodHuman account. This may include your name, email, phone number, login name and password, address, payment or banking information (including related payment verification information), government identification numbers, date of birth, photo and signature. This also includes the preferences and settings that you enable for your GoodHuman account.
    • Background check information: We may collect background check information if you sign up to use GoodHuman’s services as a care provider partner. This may include information such as your criminal record (where permitted by law). This information may be collected by a vendor on GoodHuman’s behalf.
    • Demographic data: We may collect demographic information about you, including through user surveys. In some countries, we may also receive demographic information about you from third parties.
    • User content: We may collect information that you submit when you contact GoodHuman customer support, provide ratings or compliments for other users, or otherwise contact GoodHuman.
    • Address book or calendar: If you permit the GoodHuman app to access the address book on your device, we may collect names and contact information from your address book for purposes such as facilitating social interactions through our services. If you permit the GoodHuman app to access the calendar on your device, we collect calendar information such as event title and description, your response (Yes, No, Maybe), date and time, location and number of attendees.
  2. Information created when you use our services
    This may include:
    • Location information
      • Depending on the GoodHuman services that you use, and your app settings or device permissions, we may collect your precise or approximate location information as determined through data such as GPS, IP address and WiFi.
      • If you are a care provider partner, GoodHuman collects location information when the Good app is running in the foreground (app open and on-screen) or background (app open but not on screen) of your device.
      • Users may use the GoodHuman app without enabling GoodHuman to collect their location information. However, this may affect the functionality available on your GoodHuman app.
    • Transaction information
      • We collect transaction details related to your use of our services, including the type of services you requested or provided, your order details, delivery information, date and time the service was provided, amount charged, and payment method. Additionally, if someone uses your promo code, we may associate your name with that person.
    • Usage information
      • We collect information about how you interact with our services. This includes information such as access dates and times, app features or pages viewed, app crashes and other system activity, type of browser and third-party sites or service you were using before interacting with our services. In some cases, we collect this information through cookies, pixel tags, and similar technologies that create and maintain unique identifiers.
    • Device information
      • We may collect information about the devices you use to access our services, including the hardware models, device IP address, operating systems and versions, software, file names and versions, preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion information, and mobile network information.
    • Communications data
      • We enable users to communicate with each other and GoodHuman through the GoodHuman apps, websites and other services. For example, we enable care recipients and care providers to call or text each other (in some countries, without disclosing their telephone numbers to each other). To provide this service, GoodHuman receives some information regarding the calls or texts, including the date and time of the call/text, and the content of the communications. GoodHuman may also use this information for customer support services (including to resolve disputes between users), for safety and security purposes, to improve our products and services and for analytics.
  3. Information from other sources
    This may include:
    • User feedback, such as ratings or compliments.
    • Users providing your information in connection with referral programmes.
    • Users requesting services for or on your behalf.
    • Users or others providing information in connection with claims or disputes.
    • GoodHuman business partners through which you create or access your GoodHuman account, such as payment providers, social media services, or apps or websites who use GoodHuman’s APIs or whose API GoodHuman uses.
    • Insurance providers (if you are a care provider partner).
    • Financial services providers (if you are a care provider partner).
    • Publicly available sources.
    • Marketing service providers.

GoodHuman may combine the information collected from these sources with other information in its possession.

How we use your information

SUMMARY

GoodHuman collects and uses information to enable reliable andconvenient care services. We also use the information we collect:

  • To enhance the safety and security of our users and services.
  • For customer support.
  • For research and development.
  • To enable communications to or between users.
  • To provide promotions or contests.
  • In connection with legal proceedings.

GoodHuman does not sell or share your personal information to third parties for third party direct marketing purposes.
GoodHuman uses the information it collects for purposes including:

  1. Providing services and features
    GoodHuman uses the information we collect to provide, personalise, maintain and improve our products and services. This includes using the information to:
    • Create and update your account.
    • Verify your identity.
    • Enable care services.
    • Process or facilitate payments for those services.
    • To track the progress of your care service provider.
    • Enable features that allow you to share information with other people, such as when you submit a review on a service provider, refer a friend to GoodHuman, or share your ETA.
    • Enable features to personalise your GoodHuman account, such as creating bookmarks for your favourite service providers, and to enable quick access to previous service providers.
    • Enable Accessibility features that make it easier for users with disabilities to use our services.
    • Perform internal operations necessary to provide our services, including to troubleshoot software bugs and operational problems, to conduct data analysis, testing, and research, and to monitor and analyse usage and activity trends.
  2. Safety and security
    We use your data to help maintain the safety, security and integrity of our services and users. This includes, for example:
    • Screening care provider partners prior to enabling their use of our services and at subsequent intervals, including thorough reviews of background checks where permitted by law, to prevent the use of our services by unqualified providers.
    • Using device, location, profile, usage and other information to prevent, detect, and combat fraud or unsafe activities. This includes processing of such information, in certain countries, to identify practices or patterns that indicate fraud or risk of safety incidents. This may also include information from third parties. In certain cases such incidents may lead to deactivation by means of an automated decision-making process.{" "}
    • Using user ratings to encourage improvement by affected users, and as grounds for deactivating users with ratings below a certain minimum as may be required in their region. Calculation and deactivation may be done through an automated decision-making process.
  3. Customer support
    GoodHuman uses the information we collect (including recordings of customer support calls after notice to you and with your consent) to assist you when you contact our customer support services, including to:
    • Direct your questions to the appropriate customer support person.
    • Investigate and address your concerns.
    • Monitor and improve our customer support responses.
  4. Research and development
    We may use the information we collect for testing, research, analysis and product development. This allows us to improve and enhance the safety and security of our services, develop new features and products.
  5. Communications among users
    GoodHuman uses the information we collect to enable communications between our users. For example, a care provider may text or call a care recipient to confirm an address.
  6. Communications from GoodHuman
    GoodHuman may use the information we collect to communicate with you about products, services, promotions, studies, surveys, news, updates and events.
    GoodHuman may also use the information to promote and process contests and sweepstakes, fulfil any related awards, and serve you relevant ads and content about our services and those of our business partners. You may receive some of these communications based on your profile as a GoodHuman user.{" "}
  7. Legal proceedings and requirements
    We may use the information we collect to investigate or address claims or disputes relating to your use of GoodHuman's services, or as otherwise allowed by applicable law, or as requested by regulators, government entities and official inquiries.

Cookies and third-party technologies

SUMMARY

GoodHuman and its partners use cookies and other identification technologies on our apps, websites, emails and online ads for purposes described in this policy.
Cookies are small text files that are stored on your browser or device by websites, apps, online media and advertisements. GoodHuman uses cookies and similar technologies for purposes such as:

  • Authenticating users.
  • Remembering user preferences and settings.
  • Determining the popularity of content.
  • Delivering and measuring the effectiveness of advertising campaigns.
  • Analysing site traffic and trends, and generally understanding the online behaviours and interests of people who interact with our services.

We may also allow others to provide audience measurement and analytics services for us, to serve advertisements on our behalf across the Internet, and to track and report on the performance of those advertisements. These entities may use cookies, web beacons, SDKs and other technologies to identify your device when you visit our site and use our services, as well as when you visit other online sites and services.

Information sharing and disclosure

SUMMARY

Some of GoodHuman's products, services and features require that we share information with other users or at your request. We may also share your information with our affiliates, subsidiaries and business partners, for legal reasons or in connection with claims or disputes.
GoodHuman may share the information we collect:

  1. With other users
    • For example, if you are a care recipient, we may share your name and address with the service providers that you engage via GoodHuman.
    • If you are a care provider partner, we may share information with your care recipient(s) including name and photo; average rating provided by care recipients; for how long you have been using the GoodHuman app; and contact information (depending upon applicable laws). If you choose to complete a care provider profile, we may also share any information associated with that profile, including information that you submit and reviews that past care recipients have submitted about you. The care recipient will also receive a receipt containing information such as a breakdown of the amounts charged.
  2. At your request
    This includes sharing your information with:
    • Other people at your request.
      For example, we may share your care schedule with friends and family at your request.
  3. With the general public when you submit content to a public forum
    We love hearing from our users -- including through public forums such as GoodHuman blogs, social media and certain features on our network. When you communicate with us through those channels, your communications may be viewable by the public.
  4. With GoodHuman service providers and business partners
    GoodHuman may provide information to its vendors, consultants, marketing partners, research firms and other service providers or business partners. This may include, for example:
    • Payment processors and facilitators
    • Background check providers (service providers only).
    • Cloud storage providers.
    • Marketing partners and marketing platform providers.
    • Data analytics providers.
    • Research partners, including those performing surveys or research projects in partnership with GoodHuman or on GoodHuman’s behalf.
    • Consultants, lawyers, accountants and other professional service providers.
  5. For legal reasons or in the event of a dispute
    GoodHuman may share your information if we believe it is required by applicable law, regulation, operating agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to safety or similar concerns.
    This includes sharing your information with law enforcement officials, government authorities, or other third parties as necessary to enforce our Terms of Service, user agreements, or other policies, to protect GoodHuman’s rights or property or the rights, safety or property of others, or in the event of a claim or dispute relating to your use of our services.
    This also includes sharing your information with others in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.
  6. With your consent
    GoodHuman may share your information other than as described in this policy if we notify you and you consent to the sharing.

Information retention and deletion

SUMMARY

GoodHuman retains user profile and other information for as long as you maintain your GoodHuman account.
GoodHuman retains transaction, location, usage and other information for 7 years in connection with regulatory, tax, insurance or other requirements in the places in which it operates. GoodHuman thereafter deletes or anonymises such information in accordance with applicable laws.
If you withdraw consent to the collection or use of personal information for optional features, such as features that use your calendar or address book, GoodHuman deletes such personal information.
Users may request deletion of their accounts at any time. Following such request, GoodHuman deletes the information that it is not required to retain, and restricts access to or use of any information it is required to retain.

GoodHuman requires user profile information in order to provide its services and retains such information for as long as you maintain your GoodHuman account.

GoodHuman retains certain information, including transaction, location, device and usage information, for a minimum of 7 years in connection with regulatory, tax, insurance and other requirements in the places in which it operates. Once such information is no longer necessary to provide GoodHuman's services, enable customer support, enhance the user experience or for other operational purposes, GoodHuman takes steps to prevent access to or use of such information for any purpose other than compliance with these requirements or for purposes of safety, security and fraud prevention and detection.

You may request deletion of your account at any time through the privacy settings in the GoodHuman app, or via GoodHuman's website here.

Following such requests, GoodHuman deletes the information that it is not required to retain. In certain circumstances, GoodHuman may be unable to delete your account, such as if there is an unresolved claim or dispute. Upon resolution of the issue preventing deletion, GoodHuman will delete your account as described above.

GoodHuman may also retain certain information if necessary for its legitimate business interests, such as fraud prevention and enhancing users' safety and security. For example, if GoodHuman shuts down a user's account because of unsafe behaviour or security incidents, GoodHuman may retain certain information about that account to prevent that user from opening a new GoodHuman account in the future.

Choice and transparency

SUMMARY

GoodHuman provides means for you to see and control the information that GoodHuman collects, including through:

  • in-app privacy settings.
  • device permissions.
  • in-app ratings pages.
  • marketing opt-outs.

You may also request that GoodHuman provide you with explanation, copies or correction of your data

  1. PRIVACY SETTINGS
    The Privacy settings menu in the GoodHuman app gives users the ability to set or update their location and contact sharing preferences, and their preferences for receiving mobile notifications from GoodHuman. Information on these settings, how to set or change these settings, and the effect of turning off these settings is described below.
    • Location information
      • Location data helps improve our services, including service ETAs, navigation and customer support.
      • You may enable/disable or adjust GoodHuman's collection of location information at any time through the Privacy settings menu in the GoodHuman app or via the settings on your mobile device. If you disable the device location services on your device, your use of the GoodHuman app will be affected.
    • Notifications: Account and service updates
      • GoodHuman provides users with service status notifications and updates related to your account. These notifications are a necessary part of using the GoodHuman app and cannot be disabled. However, you may choose the method by which you receive these notifications through the Privacy settings menu in the GoodHuman app.
    • Notifications: Offers and news
      • You may enable GoodHuman to send you push notifications about offers and news from GoodHuman. You may enable/disable these notifications at any time through the Privacy settings menu in the GoodHuman app.
    • Address book/contacts
      • You may enable GoodHuman to periodically sync with the address book/contacts information on your mobile device and store your contact information on our servers. This includes the names, phone numbers, email addresses and other information that you store in your address book contacts. This information is necessary to enable features such as shared calendars, care pulse checks and making personalised recommendations for you and others within your care community.
      • You may enable/disable contact syncing at any time via the Privacy settings menu in the GoodHuman app. If you disable contact syncing, you will not be able to use features that use your contacts' information.
  2. DEVICE PERMISSIONS
    Most mobile platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without your consent. These platforms have different permission systems for obtaining your consent. The iOS platform will alert you the first time the GoodHuman app wants permission to access certain types of data and will let you consent (or not consent) to that request. Android devices will notify you of the permissions that the GoodHuman app seeks before you first use the app. Your use of the app constitutes your consent.
  3. EXPLANATIONS, COPIES AND CORRECTION
    You may request that GoodHuman:
    • Provide a detailed explanation regarding the information GoodHuman has collected about you and how it uses that information.
    • Receive a copy of the information GoodHuman has collected about you.
    • Request the correction of any inaccurate information that GoodHuman has about you.
    You can make these requests by contacting GoodHuman via hello@goodhuman.me.
    You can also edit the name, phone number and email address associated with your account through the Settings menu in GoodHuman's apps. You can also look up your order and service history in the GoodHuman app.
  4. MARKETING OPT-OUTS
    You may opt out of receiving promotional emails from GoodHuman by contacting GoodHuman via hello@goodhuman.me. You may also opt out of receiving emails and other messages from GoodHuman by following the instructions in those messages. Please note that if you opt out, we may still send you non-promotional messages, such as receipts for your services or information about your account.

Updates to this policy

SUMMARY

We may occasionally update this policy. If you use our services after an update, you consent to the updated policy.
We may occasionally update this policy. If we make significant changes, we will notify you of the changes through the GoodHuman app or through other means, such as email. To the extent permitted under applicable law, by using our services after such notice, you consent to our updates to this policy.

We encourage you to periodically review this policy for the latest information on our privacy practices. We will also make prior versions of our privacy policies available for review.