Privacy Policy | PackMyRide

PackMyRide.com is operated by FlowPilot Pty Ltd (ABN 86 623 003 967), trading as packmyride.com ("PackMyRide", "we", "us", or "our"). We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles ("APPs").

This Privacy Policy explains how we collect, use, store, and disclose your personal information when you use our platform. By using PackMyRide, you consent to the practices described in this policy.

1. Information We Collect

1.1 Identification and Contact Information

When you create an account or use PackMyRide, we may collect:

Full name
Email address
Phone number
Profile photo (optional)
Postal address or suburb (for listing locations)

1.2 Account and Profile Data

We collect information related to your account, including:

Account preferences and settings
Communication preferences
Verification status (email, phone, identity)
User role (Host, Renter, or both)

1.3 Transactional and Rental Data

When you list bags or make bookings, we collect:

Listing details (bag descriptions, photos, pricing, availability)
Booking history and rental dates
Messages exchanged with other users
Reviews and ratings given or received
Dispute records and support interactions

1.4 Payment Information

Payment processing is handled by Stripe Payments Australia Pty Ltd. We do not store your full credit card details on our servers. We may store:

Last four digits of your payment card (for display purposes)
Stripe customer and payment method identifiers (tokens)
Bank account details for Host payouts (processed via Stripe)
Transaction history and payout records

For more information about how Stripe handles your data, see Stripe's Privacy Policy.

1.5 Technical and Usage Data

We automatically collect information about how you use our platform:

IP address and approximate location derived from it
Device type, operating system, and browser information
Pages visited, features used, and interactions with listings
Search queries and filters applied
Session duration and timestamps
Referral source (how you found us)

1.6 Location Data

We collect approximate location information (suburb or area) for listings to help Renters find bags nearby. We do not track your precise GPS location without your explicit consent.

2. How We Use Your Information

We use your personal information for purposes directly related to our services (in accordance with APP 3 and APP 6):

2.1 Operating the Marketplace

Creating and managing your account
Facilitating bookings between Hosts and Renters
Processing payments and payouts
Enabling communication between users
Verifying user identity where required
Providing customer support

2.2 Safety, Security, and Fraud Prevention

Detecting and preventing fraud, abuse, and unsafe conduct
Enforcing our Terms of Service
Conducting risk assessments
Resolving disputes between users
Protecting the rights and safety of our users and the public

2.3 Legal and Compliance

Meeting legal obligations under Australian law
Complying with tax reporting requirements (including the ATO's sharing economy reporting regime)
Responding to lawful requests from government authorities
Establishing, exercising, or defending legal claims

2.4 Analytics and Improvement

Monitoring and analysing platform usage patterns
Improving our features, user interface, and service quality
Conducting research and development

2.5 Marketing and Communications

Sending service announcements and booking notifications
Sending promotional messages and newsletters (with your consent)
Personalising your experience and recommendations

3. Third-Party Services

We share your personal information with the following third-party service providers to operate PackMyRide. These providers only use your information to deliver their services to us or as otherwise required by law.

3.1 Authentication — Clerk

Clerk manages user sign-up, login, and identity verification. Clerk stores personal data on Google Cloud infrastructure, primarily in the United States. Clerk acts as a data processor on our behalf.

Data shared: Name, email, phone, profile photo, authentication credentials
Privacy policy: clerk.com/legal/privacy

3.2 Database and Backend — Convex

Convex provides our real-time database and backend infrastructure. Data is stored on AWS servers in the United States (US East region).

Data shared: All account, listing, booking, and transactional data
Privacy policy: convex.dev/legal/privacy

3.3 Payments — Stripe

Stripe Payments Australia Pty Ltd processes payments, payouts, and fraud monitoring. Stripe and its affiliates in Ireland and the United States receive personal and financial data.

Data shared: Name, email, banking details, transaction history, identity verification documents
Privacy policy: stripe.com/au/privacy

3.4 Hosting — Vercel

Vercel hosts our website and provides edge computing services. Vercel operates globally with servers in multiple regions.

Data shared: IP address, request logs, technical usage data
Privacy policy: vercel.com/legal/privacy-policy

3.5 Analytics — PostHog

PostHog provides product analytics to help us understand how users interact with our platform. Data is collected in anonymised or pseudonymised form where possible.

Data shared: Usage events, session data, device information, anonymised identifiers
Privacy policy: posthog.com/privacy

4. Cross-Border Data Transfers

In accordance with APP 8, we inform you that your personal information may be stored or accessed outside Australia, including in:

United States — Clerk (authentication), Convex (database), Stripe (payments), Vercel (hosting), PostHog (analytics)
Ireland — Stripe affiliates
Other regions — Where our service providers operate edge servers or support functions

We take reasonable steps to ensure that overseas recipients protect your personal information consistently with the APPs. This includes entering into data processing agreements with providers and selecting providers with strong privacy and security practices.

By using PackMyRide, you acknowledge and consent to cross-border disclosure of your personal information. You understand that, in some cases, overseas recipients may not be subject to laws substantially similar to the Privacy Act 1988 (Cth).

5. Your Rights

Under the Australian Privacy Principles, you have the right to:

5.1 Access

Request a copy of the personal information we hold about you. We will respond to access requests within a reasonable timeframe, subject to some exceptions (such as information subject to legal privilege).

5.2 Correction

Request correction of inaccurate, incomplete, or out-of-date information. You can update most information directly through your account settings, or contact us for assistance.

5.3 Deletion

Request deletion of your personal information where we no longer need it for the purposes for which it was collected. Note that we may be required to retain certain information for legal, tax, or compliance purposes (see Section 6 below).

5.4 Opt-Out of Marketing

Opt out of receiving marketing communications at any time by clicking the "unsubscribe" link in any marketing email, or by updating your communication preferences in your account settings. Opting out of marketing will not affect essential service communications (such as booking confirmations).

To exercise any of these rights, contact us at hello@packmyride.com.

6. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including:

Account data: Retained while your account is active and for a reasonable period after closure to handle any outstanding matters.
Transaction records: Retained for up to 7 years to comply with Australian tax laws and financial record-keeping requirements.
Dispute records: Retained for a reasonable period after resolution for legal and compliance purposes.
Analytics data: Retained in anonymised or aggregated form for platform improvement.

After the retention period, we will securely delete or de-identify your personal information.

7. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse, or alteration. These measures include:

Encryption of data in transit (HTTPS/TLS) and at rest
Secure authentication through Clerk
Access controls and authentication requirements for staff
Regular security reviews and monitoring
Incident response procedures

While we take reasonable steps to protect your information, no method of transmission or storage is completely secure. You are responsible for keeping your account credentials confidential.

8. Marketing and the Spam Act

We comply with the Spam Act 2003 (Cth) when sending commercial electronic messages:

Consent: We only send marketing emails with your express consent (such as when you opt in during registration or via your account settings).
Identification: All marketing emails clearly identify PackMyRide as the sender and include our contact information.
Unsubscribe: Every marketing email includes a functional unsubscribe mechanism that works within 5 business days.

Service and transactional emails (such as booking confirmations, password resets, and security alerts) are not classified as marketing and may be sent without separate consent.

9. Cookies and Tracking

We use cookies and similar technologies to provide and improve our services:

9.1 Essential Cookies

Required for core functionality, including maintaining your login session (via Clerk) and remembering your preferences. These cannot be disabled.

9.2 Analytics Cookies

Help us understand how users interact with our platform. We use PostHog for product analytics. These cookies collect information about pages visited, features used, and user journeys.

9.3 Managing Cookies

You can manage cookies through your browser settings. Note that disabling essential cookies may affect the functionality of the platform. For more information about cookies and how to manage them, visit allaboutcookies.org.

10. Children's Privacy

PackMyRide is not intended for users under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child, we will take steps to delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will notify you of material changes by email or through the Platform at least 14 days before they take effect.

Your continued use of PackMyRide after the effective date of any changes constitutes your acceptance of the updated policy.

12. Complaints

If you have a complaint about how we have handled your personal information, please contact us first so we can try to resolve the issue:

FlowPilot Pty Ltd (ABN 86 623 003 967) Email: hello@packmyride.com

We will acknowledge your complaint within 7 days and aim to respond substantively within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Office of the Australian Information Commissioner Website: oaic.gov.au Phone: 1300 363 992

13. Contact Us

For any questions about this Privacy Policy or how we handle your personal information, please contact us:

FlowPilot Pty Ltd (ABN 86 623 003 967) Trading as PackMyRide Brisbane, Queensland, Australia Email: hello@packmyride.com

This Privacy Policy forms part of our Terms of Service.