Privacy
Privacy Policy
Oak Ride, Oak Driver and Oak Drop are operated by ICE Innovations Inc., 600 Park Offices Drive, Suite 300, Durham, North Carolina 27713 ("Oak", "we", "us"). This policy explains what we collect when you use our apps and websites, why, who we share it with, how long we keep it, and the choices you have. It applies to riders, drivers, couriers, Oak Drop senders and recipients, and visitors to oakrides.com and iceinnovations.ai. If you used the app when it was called ICE Ride, this policy covers that data too.
1. What we collect
Information you give us
When you create an account: name, email, phone number, and a password or sign in token. Riders and senders: payment method details, which go directly to our payment processor (we never see your full card number), saved places, ride preferences such as the women driver preference, emergency contacts you add, and for Oak Drop the item description, declared value and recipient name. Drivers and couriers: date of birth, driver license, vehicle details, insurance and registration documents, a profile photo, a government ID photo and a selfie for identity verification, your Social Security number for the background check (sent to the screening provider, not stored by us), and your bank account for payouts (held by our payout processor).
Location
Riders and senders: your precise location while you use the app, to set a pickup point, show nearby drivers and track your ride or delivery. Drivers and couriers: your precise location continuously while you are online in the Oak Driver app, including in the background, so we can match you to offers, show riders where you are, build the live demand map, and calculate fares. We stop collecting driver location when you go offline. The demand map uses only the last ten minutes of driver positions and never identifies individual drivers to riders. You can turn location off in your phone settings, but the apps will not work without it.
Ride and delivery information
Pickup and drop off locations, route, time, distance, the fare proposed and agreed, tips, ratings and written feedback, pickup and delivery photos, in app messages and call logs between parties (phone numbers are masked so neither party sees the other's real number), and any safety reports.
Device and usage information
Device type and operating system, app version, IP address, push notification token, crash logs, and which screens you use. The website uses cookies as described in the Cookie Policy.
Support conversations
When you contact support by chat, email or phone we keep the conversation. The in app support chat is answered first by an automated assistant and then by a person when needed; both can see your account and recent activity so they can help.
2. Why we use it
- To provide the Service: accounts, matching, fare proposals, navigation, payments, payouts, receipts.
- To keep people safe: verify driver identity and eligibility, run background checks, investigate incidents and reports, operate the safety button and trip sharing, and share trip details with emergency services when you ask us to.
- To run the demand map and driver alerts: aggregate rider requests and driver positions by small map areas so drivers can see where riders are waiting. Riders are counted, never identified.
- To improve the product: fix bugs, understand which features are used, test changes.
- To communicate: ride status, receipts, account and policy updates, and promotions if you opt in.
- To meet legal obligations: tax reporting for driver earnings, lawful requests, insurance claims, and North Carolina transportation network company rules.
3. Who we share it with
Between riders and drivers. A rider sees the driver's first name, photo, vehicle, plate, rating and live location during the ride. A driver sees the rider's first name, rating, pickup and drop off locations. Neither sees the other's phone number, email or payment details. Oak Drop recipients see the courier's first name and live position.
Service providers who work for us. Payment processing and payouts (Stripe); driver background checks (Checkr); identity verification (Veriff); maps, routing and address lookup (Google Maps Platform); customer support tools (Zendesk); the automated assistant that answers support chats (Anthropic, by API; conversations are not used to train their models); cloud hosting, push notifications, crash reporting and analytics providers. Each may use your information only to provide its service to us and is bound by contract to protect it.
Insurance. Ride details go to our commercial auto insurer and its claims handlers when an incident is reported.
Legal. We disclose information when required by law, subpoena or court order, to protect the safety of riders, drivers or the public, or to protect our rights. Where the law allows, we tell you first.
Business transfers. If ICE Innovations Inc. is involved in a merger, acquisition or sale of assets, your information may transfer with the business. We will notify you before it becomes subject to a different policy.
We do not sell personal information and we do not share it with third parties for their own advertising.
4. How long we keep it
| Data | Kept for |
|---|---|
| Account information | While the account is open, then up to 3 years |
| Ride, delivery and payment records | 7 years, for tax, insurance and dispute purposes |
| Driver location history | 90 days, then aggregated so it no longer identifies you |
| Demand map inputs | 10 minutes live; aggregated counts per map cell kept for planning |
| Background check results | Pass or fail outcome while active plus 3 years; the report itself is held by the screening provider |
| Pickup and delivery photos | 90 days, or until a related claim is closed |
| Support conversations | 2 years |
| Safety reports | 7 years |
5. Your choices and rights
View and edit your profile in the app. Delete your account from settings or by emailing privacy@oakrides.com; we delete or anonymize your information within 30 days except what we must keep under section 4. Turn off promotional messages in settings or by replying STOP to a text. Control location, camera and notification permissions in your phone settings. Request a copy of your data by emailing privacy@oakrides.com; we respond within 30 days.
California residents
Under the California Consumer Privacy Act you have the right to know what personal information we collect, use and disclose; to request deletion; to correct inaccurate information; to limit use of sensitive personal information; and not to be discriminated against for exercising these rights. We do not sell or share personal information as those terms are defined in California law, and we do not use sensitive personal information to infer characteristics about you. Submit requests to privacy@oakrides.com or through the request form in the app. We verify your identity using your account email and phone before acting, and you may use an authorized agent with written permission. We respond within 45 days.
Other states
Residents of Virginia, Colorado, Connecticut, Texas, Oregon and other states with consumer privacy laws have similar rights and can use the same contact. We honor Global Privacy Control signals from your browser on our website.
6. Children
Oak is for adults. Riders, senders and drivers must be 18 or older. We do not knowingly collect information from anyone under 18. A minor may be a passenger only when travelling with an adult account holder, and we collect no information about them. If you believe a minor has an account, email privacy@oakrides.com and we will remove it.
7. Security
We encrypt data in transit and at rest, limit employee access to what their role needs, log and review access to sensitive data, mask phone numbers between riders and drivers, and never store full card numbers, bank account numbers or Social Security numbers ourselves. We test our systems and fix what we find. No system is perfectly secure.
8. If there is a data breach
If we learn that your personal information was accessed or disclosed without authorization, we will: contain the incident; investigate what was taken and who is affected; notify affected people by email and in the app within 72 hours of confirming the breach, and in any case within the time North Carolina and other applicable laws require; tell you what happened, what information was involved, what we are doing, and what you can do; notify the North Carolina Attorney General and other regulators where required; and offer credit monitoring where financial or identity information was involved.
9. Changes
We post changes here and update the date at the top. For material changes we notify you in the app or by email before they take effect.
10. Contact
ICE Innovations Inc., 600 Park Offices Drive, Suite 300, Durham, North Carolina 27713. privacy@oakrides.com. For general help: support@oakrides.com.