RIV Privacy Policy

Last Updated: October 23, 2019

RIV wants to help our users enjoy a safe and productive driving experience. In this privacy policy, we tell you what information we receive from RIV callers and assistants, and how we use it to connect callers and assistants and improve our services. 

  1. SCOPE
    1. RIV and its affiliates (“Riv,” “we,” “our,” and/or “us”) recognizes that you trust us with your information and we value the privacy of individuals who use our application, website, and related services (collectively, the “Services”). This privacy policy (the “Privacy Policy”) explains how we collect, use, and share information from RIV users (“Users”), comprised of both RIV callers (“Callers”) and RIV assistants (“Assistants”). By using our Services, you agree to the collection, use, disclosure, and procedures this Privacy Policy describes. Beyond the Privacy Policy, your use of our Services is also subject to our Terms of Service (https://riv.co/legal/terms-of-service/).
    2. We have partnered with Samsung to provide the Services. Please note that Samsung’s collection, use, and sharing of your information is governed by Samsung’s policies.
    1. We may collect a variety of information from or about you or your devices from various sources, as described below.
      1. Information You Provide to Us
        1. Registration and Profile Information. When you sign up for a RIV account, you give us your name, email address, and phone number. You can also create a RIV Profile with additional information. Filling out a profile is optional, but your name (and for Assistants, profile photos and gender) is always part of your Profile.
        2. Payment Method. When you add a credit card or payment method to your account, a third party that handles payments for us will receive your card information.
        3. Communications. If you contact us directly, we may receive additional information about you. For example, when you contact our Customer Support Team, we will receive your name, email address, phone number, the contents of a message or attachments that you may send to us, and other information you choose to provide. If you subscribe to our newsletter, then we will collect certain information from you, such as your email address. When we send you emails, we may track whether you open them to learn how to deliver a better customer experience and improve our Services.
        4. Assistant Application and Payment Information. If you decide to join our Assistant community, in addition to the basic registration information we ask you for your Social Security number. We share this information with our partners who help us by running background checks on Assistants to help protect our Users. To make sure Assistants get paid, a third party that handles payments for us will receive information about Assistants’ bank routing numbers, tax information, and any other payment information provided by Assistants.
        5. Careers. If you decide that you wish to apply for a job with us, you may submit your contact information and your resume online. We will collect the information you choose to provide on your resume, such as your education and employment experience. You may also apply through LinkedIn or other job boards and services. If you do so, we will collect the information you make available to us on those services.
      2. Information We Collect When You Use Our Services
        1. Call Video and Voice Information. We work with a third party partner to facilitate phone calls between Callers and Assistants who have been connected. We will monitor and record the video and voice contents of all calls between Callers and Assistants placed through our Services. You recognize and agree that we will therefore receive any personal or identifying information that you access or make available during a call. We value your privacy and do not sell this information to third parties or use it for marketing. We will use this information only for the purpose of learning more about the way in which Callers and Assistants use our services and improving the Services by creating better matches between Callers and Assistants and creating automation features. You will be given notice that your call may be recorded, and by proceeding you agree to allow us to monitor and record the video and voice contents of your call. We will also receive information about your calls, such as the RIV account details of the parties involved, the date and time of the call, and the parties’ phone numbers.
        2. App Information. We will receive information about which apps are installed on Users’ phones. We will also receive information about the apps that are running or opened by an Assistant on a Caller’s phone, after a Caller and Assistant have been connected. We will use this information to learn more about the way in which Callers and Assistants use our services, and to improve the Services by anticipating and matching Callers needs with the best Assistants for the job.
        3. Notes. Assistants have the ability to take notes from a Caller during a call. We will receive these notes and make them available to Callers as part of their RIV call history.
        4. User Feedback. Callers and Assistants may rate and review each other. We receive information about ratings and reviews and, as we explain below, give Callers and Assistants information about ratings and reviews.
        5. Location Information. When you use our Services, we receive your precise location information. We may also collect the precise location of your device when the app is running in the foreground or background / when the app is closed. We use your location information to confirm that you are located in the United States to track call quality by location, and to improve our Caller/Assistant matching for optimal call performance. We also infer your general location information, for example by using your internet protocol (IP) address, Wi-fi information, or GPS information.
        6. Device Information. We receive information about the device and software you use to access our Services, including IP address, web browser, operating system version, phone carrier, application installations, device identifiers, and push notification tokens.
        7. Usage Information. To help us understand how you use our Services and to help us improve them, we automatically receive information about your interactions with our Services, like the pages or other content you view, the searches you conduct, any content you post, and the dates and times of your visits.
        8. Information from Cookies and Similar Technologies. We and third party partners collect information using cookies, pixel tags, or similar technologies. Our third party partners, such as analytics and advertising partners, may use these technologies to collect information about your online activities over time and across different services. Cookies are small text files containing a string of alphanumeric characters. We may use both session cookies and persistent cookies. A session cookie disappears after you close your browser. A persistent cookie remains after you close your browser and may be used by your browser on subsequent visits to our Services.
        9. Please review your web browser’s “Help” menu to learn the proper way to modify your cookie settings. Please note that if you delete or choose not to accept cookies from the Services, you may not be able to utilize the features of the Services to their fullest potential.
      3. Information We Receive from Third Parties.
        1. Background Checks. We may work with third party partners to perform background checks on Assistants, and receive publicly available information such as criminal and civil records and history.
    1. We use the information we collect:
      1. To provide, maintain, improve, and enhance our Services;
      2. To personalize your experience on our Services, such as by providing tailored content and recommendations; 
      3. To understand and analyze how you use our Services and develop new products, services, features, and functionality;
      4. To communicate with you, provide you with updates and other information relating to our Services, provide information that you request, respond to comments and questions, and otherwise provide customer support;
      5. For marketing and advertising purposes, such as developing and providing promotional and advertising materials that may be relevant, valuable or otherwise of interest to you or contacting companies and employers who may be interested in our Services;
      6. To generate aggregate data containing only de-identified, non-personal information that we may share or use to publish reports;
      7. To send you text messages and push notifications; 
      8. To facilitate transactions and payments;
      9. To find and prevent fraud, and respond to trust and safety issues that may arise; 
      10. For compliance purposes, including enforcing our Terms of Service or other legal rights, or as may be required by applicable laws and regulations or requested by any judicial process or governmental agency; and
      11. For other purposes for which we provide specific notice at the time the information is collected.
    1. Sharing Between Users
      1. Sharing Between Callers and Assistants. Callers and Assistants that have been matched for a call are able to see basic information about each other such as names, phone model, photos, and ratings. After being matched, an Assistant will be able to fully and completely view and control a Caller’s phone, including, but not limited to, all apps and content therein. An Assistant may also share his or her screen with the Caller. During calls, Assistants may take down notes about a Caller’s requests directly in the notes section of the RIV app. Callers can see those notes during a call, and will have access to a history of calls through the Services that list the Assistant who helped them and the notes they took.
    2. Sharing Between RIV and Third Parties
      1. Vendors and Service Providers. We may share any information we receive with vendors and service providers retained in connection with the provision of our Services.
      2. Analytics Partners. We use analytics services such as Google Analytics to collect and process certain analytics data. These services may also collect information about your use of other websites, apps, and online resources.To help us understand how you use our Services and to help us improve them, we automatically receive information about your interactions with our Services, like the pages or other content you view, the searches you conduct, your comments, any content you post, and the dates and times of your visits.
      3. As Required By Law and Similar Disclosures. We may access, preserve, and disclose your information if we believe doing so is required or appropriate to: (a) comply with law enforcement requests and legal process, such as a court order or subpoena; (b) respond to your requests; or (c) protect your, our, or others’ rights, property, or safety. For the avoidance of doubt, the disclosure of your information may occur if you post any objectionable content on or through the Services.
      4. Merger, Sale, or Other Asset Transfers. We may transfer your information to service providers, advisors, potential transactional partners, or other third parties in connection with the consideration, negotiation, or completion of a corporate transaction in which we are acquired by or merged with another company or we sell, liquidate, or transfer all or a portion of our assets. The use of your information following any of these events will be governed by the provisions of this Privacy Policy in effect at the time the applicable information was collected.
      5. Consent. We may also disclose your information with your permission.
    1. Onboarding Options. When you register to use the Services, you may provide us with read and write access to your text messages, location information, and the ability to control certain settings such as administrator access to your phone, the orientation of your screen, phone performance. You can control these options through your device’s operating system settings, however, these access controls are core to our Services and without them, you may not be able to successfully use our Services.
    2. Marketing Communications. You can unsubscribe from our promotional emails via the link provided in the emails. Even if you opt-out of receiving promotional messages from us, you will continue to receive administrative messages from us.
    3. Text Messages. Assistants can opt out of assistant-specific messages by texting STOP in response to an assistant text message, however, opting out of receiving texts may impact your use of the Services. To re-enable texts you can text START in response to an unsubscribe confirmation SMS.
    4. Push Notifications. You can opt out of receiving push notifications through your device settings.
    5. Profile Information. While Callers’ first name and photo will always be shared with Assistants, you can delete any additional information that you added to your Profile at any time if you don’t want Assistants to see it.
    6. Editing and Accessing Your Information. You can update your account and profile information or close your account through your profile settings. If you choose to close your account, we may retain information from your account for a certain period of time and disclose it in a manner consistent with our practices under this Privacy Policy for accounts that are not closed. We also may retain information from your account to collect any fees owed, resolve disputes, troubleshoot problems, analyze usage of the Services, assist with any investigations, prevent fraud, enforce our Terms of Service, or take other actions as required or permitted by law.
    7. If you choose not to provide us with information we collect, some features of our Services may not work as intended.
  6. OTHER
    1. Security. We make reasonable efforts to protect your information by using physical and electronic safeguards designed to improve the security of the information we maintain. However, as no electronic transmission or storage of information can be entirely secure, we can make no guarantees as to the security or privacy of your information.
    2. Children’s Privacy. We do not knowingly collect, maintain, or use personal information from children under 13 years of age, and no part of our Services are directed to children. If you learn that a child has provided us with personal information in violation of this Privacy Policy, then you may alert us at alert@riv.co.
    3. International Visitors. Our Services are hosted in the United States and intended for visitors located within the United States. If you choose to use the Services from the European Union or other regions of the world with laws governing data collection and use that may differ from U.S. law, then please note that you are transferring your personal information outside of those regions to the United States for storage and processing. Also, we may transfer your data from the U.S. to other countries or regions in connection with storage and processing of data, fulfilling your requests, and operating the Services. By providing any information, including personal information, on or to the Services, you consent to such transfer, storage, and processing.
    4. Changes to this Privacy Policy. We will post any adjustments to the Privacy Policy on this page, and the revised version will be effective when it is posted. If we materially change the ways in which we use or share personal information previously collected from you through the Services, we will notify you through the Services, by email, or other communication.
    5. Contact Us. If you have questions about your privacy on the Services or this privacy policy, please contact us at alert@riv.co.