Privacy Policy

Last updated: April 2026

Introduction

NELA Ride ("we", "us", or "our") operates the NELA Ride mobile application and website (the "Service"). This Privacy Policy describes how we collect, use, and share information when you use our Service.

Information We Collect

We collect information you provide directly, such as your name, email address, phone number, profile photo, payment information or payment metadata, and driver documents or vehicle-related information when applicable. We also collect device information, account identifiers, diagnostics, and app activity such as requests, trip status, support interactions, and feature use.

Location Information

NELA Ride may collect precise location information when you use location-enabled features. For riders, this may include pickup and dropoff locations, request-related location, and trip-related location used to coordinate with available community drivers. For drivers, this may include location while online, while considering or accepting a request, and during an active trip. If background location is enabled, we may collect location while the app is not visible so that trip status, pickup/dropoff coordination, navigation, safety, fraud prevention, and support features can continue to work.

How We Use Your Information

We use the information we collect to provide and improve the Service, connect riders with available community drivers, coordinate pickup and dropoff, process payments or contributions, support navigation and trip status, communicate with you about your account and requests, support safety and fraud prevention, provide customer support, and comply with legal obligations.

Information Sharing

We share limited information between riders and drivers to coordinate requests, such as name, profile photo, pickup or dropoff details, request status, and vehicle details. We do not sell your personal information. We may share information with service providers who help us operate the platform, process payments, provide support, analyze reliability, prevent fraud, or comply with law.

Data Security

We implement appropriate security measures to protect your personal information. However, no method of transmission over the Internet is completely secure, and we cannot guarantee absolute security.

Your Rights

You may access, update, or request deletion of your account information through the app or at nelaride.com/account-deletion. California residents may have additional rights, including the right to know, access, correct, delete, and opt out of certain sharing where applicable.

Data Retention

We retain your information for as long as your account is active or as needed to provide you the Service. We may retain certain information as required by law or for legitimate business purposes such as resolving disputes and enforcing our agreements.

Location Controls

You can control location permissions through your device settings. If you disable precise location or background location, some features may be limited or unavailable, including matching, pickup/dropoff coordination, active trip status, navigation, safety support, fraud prevention, and support investigation features.

Children's Privacy

Our Service is not directed to children under 18. 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.

Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the updated policy on this page and updating the "Last Updated" date.

Contact Us

If you have questions about this Privacy Policy, please contact us at privacy@nelaride.org or through our Contact page.