Requesting Data from Hopp

Requesting Data from Hopp

The following contains Hopp UK and Hopp UK group companies and partners ("Hopp UK") operational guidelines relating to requests from authorized law enforcement officials ("Law Enforcement") and all other third parties ("Third Parties") (together "Applicant") for the release of information pertaining to verifiable legal necessity.

Any request which relates to a data subject’s own personal data should be submitted directly to Hopp UK’s Data Protection Officer at privacy@gethopp.com. If you have any concerns regarding a decision relating to an information release made by Hopp UK or wish to file a formal complaint, please do so by contacting the Information Commissioner's Office (ICO) here: https://ico.org.uk/global/contact-us/

Please be advised that both Passengers and Drivers can access trip invoices for completed rides through their Hopp UK application (the "App"), Hopp UK driver app ("Driver App"), or Driver portal. This includes information pertaining to pickup and drop off locations, distance, duration, date and time, fare breakdown, and method of payment.

The necessary information to support your request can often be provided in the most efficient manner through reviewing these documents.

About Hopp UK

Hopp UK and its licensors provide a digital marketplace, accessed via the App, that allows Hopp UK to accept requests from a user ("Passenger") for transport services and then make these requests available, through the Driver App, to licensed private hire vehicle drivers ("Drivers") to select to fulfil such requests ("Journeys") directly with Passenger.

Contacting Hopp UK

In order to request information, Applicant must create an official request through Hopp UK’s online request form. Requests from Applicants should be completed and submitted through the request form found here. It is required that all elements of the form are completed in full and with accurate information. Forms that are incomplete may not be considered. At our discretion, we will do our best to accommodate reasonable requests permitting the request does not conflict with applicable laws and the terms of our privacy policy available at: (https://gethopp.com/legal/privacy-for-riders)

Our team works hard to urgently process all requests for information, however our response time can be delayed as volume increases. Requests which are not in compliance with the guidelines, incomplete, or suspected to be fraudulent may not be granted or receive follow up contact.

All requests must be submitted in writing through the applicable online request form in order to be considered.

If you have all the information required but are having issues submitting the request, please contact our customer support team at info@gethopp.com to receive assistance. Be aware that our customer support team can only assist you with the process of submitting the request but are not able to accept, verify, or provide information relating to it.

We will do our best to grant requests representing merit, but may be required additional proof of legal necessity to compel the disclosure of the content.

Preservation of Records

In line with our privacy policy, terms and conditions, and all applicable legal acts, Hopp UK is limited in how we collect, store and maintain data of Drivers, Passengers, and trips. In compliance with the requirements set forth by Transport for London (TFL) we must retain data for a minimum of 12 months. Requests pertaining to extension of record preservation can be made to privacy@gethopp.com. Upon receiving the request, Hopp UK will endeavour to persevere records associated with Applicant’s request, pursuant that it is made in connection with a criminal investigation and corresponds to the data protection policies outlined in our privacy policy. If no request is received, then we will not hold any personal data beyond the timeline stipulated in our data retention policy outlined in our privacy policy or than permissible under law.

Note that requests to this address must be accompanied proof of reason for the extension. A request for preservation of records should not be used in place of submitting a request for information through the information request form found here.

Process of Reviewing Information Requests

Hopp UK will provide information on the basis of the request submitted, permitting that the request made is proportionate and can be granted in accordance with our terms, policies and the applicable legal regulations. We review each request received and will reject requests that are not supported by clear legal necessity. In order to validate your request, please ensure that all fields of the form have been filled out entirely and accurately. When we determine that we are required by law to disclose data, we will locate and disclose data that we are reasonably able to retrieve.

Before making a request, please check to see if the information sought is publicly available and that your request is comprehensible, proportionate, and legally sound.

Note: If you are aware of an emergency situation, you should immediately and directly contact your local law enforcement agency for assistance.

Notice of Requests

Please be aware that at our discretion and as required and permitted by law, when acting in compliance with a request we may notify the parties involved prior to disclosing any personal information or data.