How We Collect Your Information
We collect your information when you interact with us or use our services, such as when you use our mobile app to place an order. We also look at how visitors use our Sites, to help us improve our services and optimise customer experience.
We collect information: when you create an account with us or you change your account settings; when you place an order with us and during the order process (including for payment and order delivery); through your interactions with us or our services, such as when you request information or to receive marketing, information about DOT initiatives or other communications from us by email, phone, post, SMS, push notification, or via our chat function; promotion about our services, or our partners’ services; and when you browse or use our Sites (before and after you create an account with us).
We also collect information from third-party sites, such as advertising and social media platforms, and our fraud detection provider. If you link your social media or your third-party accounts to us, we will keep a record of your social media handle, and the other information that is made available to us according to your social media account settings. If your employer signs up for DOT for Work, we receive your contact details from your employer to enable us to provide our services to you.
Use Of Your Information
We will only process your information if there is a reason for doing so, and if that reason is permitted by law. Where we need to provide you with the service you have requested or to enter into a contract with you, we use your information to: enable us to provide you with access to the relevant parts of the Sites, we collect necessary cookies from your device; supply the services you have requested, we collect your name, contact details, delivery address and order details; enable us to collect payment from you, we collect your credit or debit card information; and contact you where necessary concerning our services, such as to resolve issues you may have with your order, we collect the information listed above and any additional information we need to resolve your issue. We also process your information where we have a legitimate interest in doing so, which are to: personalize our services, including making it easier and faster for you to place orders; improve the effectiveness and quality of service that our customers can expect from us in the future; tailor content that we or our partners display to you, for example, so that we can show you partners which are in your area or make sure you see the advertising which is most relevant to you, based on characteristics determined by us; enable our customer support team and our partners to help you with any inquiries or complaints that you submit to us or our partners in the most efficient way possible and to provide a positive customer experience; contact you for your comments and feedback regarding our Sites and services or our partners’ services and/or products; notify you if there are any important changes or developments to the Sites or our services; let you know that our services are operating in a new area, where you have asked us to do so; send you information about our products, services, promotions(if you do not want to receive these, you can let us know by getting in touch (Please see “Contact Details” section);
We also process your information to enforce our contractual terms with you and any other agreement, to ensure compliance with our internal policies and procedures and for the exercise or defense of legal claims and to protect the rights of DOT, our partners, riders, or others (including to prevent fraud). When you place an order on our Sites, we may ask you to leave a review. We share this feedback with other DOT users and partners, particularly any feedback on the partners’ menu. As a matter of principle, all reviews are published « as is » on the Sites, without any modification.
When you respond to surveys we may use the comments and/or feedback you leave on our Sites in our marketing or advertising materials. We will only identify you for this purpose by the name and the city you have provided us, unless you have chosen for your name not to appear on our Sites and in our marketing or advertising materials. We also use your survey comments and feedback to: generate aggregated insights to help us to assess and improve our services; and share aggregated insights with our partners to enable them to assess and improve their services. Your name will not be used when generating or sharing these aggregated insights.
We analyze data about your use of the Sites and the services to create profiles relating to you and for you. This means that we make certain assumptions about what you may be interested in and use this, for example, to send you more tailored marketing communications, to present you with partners that we think you will prefer, or to let you know about special offers or products which we think you may be interested in. This activity is referred to as profiling.
We also use your information: where we have your consent, for example where you report to us a food allergy or incident related to a delivery and you allow us to share this with our partners to help them investigate the issue for you and to comply with any legal obligation or regulatory requirement to which we are subject.
Where you have given your consent or where we have a legitimate interest for doing so (and are permitted to do so by law) we will use your information to let you know about our other products and services, that may be of interest to you and we may contact you to do so by email, phone, or push notification or in-app message.
We use online advertising to keep you aware of what we’re up to and to help you see and find our products. We use your information to make sure the online ads we manage are relevant to you and so you may see DOT banners and ads when you are on our Sites or other third-party websites and apps, such as on social media, or relevant third-party ads on our Sites. We manage this through a variety of digital marketing networks and using a range of advertising technologies of third-party advertising partners (“Advertising Partners”). The banners and ads you see are based on information we hold about you, or your previous use of our services (for example, your order history) or on banners or ads on our Sites that you have previously clicked on.