1 Introduction & Scope
Car Help ("we", "our", "us") operates the Car Help mobile application available on Google Play and the Apple App Store. This Privacy Policy explains what personal data we collect, why we collect it, how we use and protect it, and your rights as a user.
This policy applies to all users of the Car Help app — both Customers (people booking car services) and Vendors (service providers fulfilling orders). By using the app, you agree to the practices described in this policy.
2 Data Controller
Car Help operates as the data controller responsible for your personal information. Our services are currently offered in Kuwait and the surrounding region. All processing activities are conducted in accordance with applicable data protection laws.
For privacy-related inquiries, please contact us — see Section 11.
3 Personal Data We Collect
3.1 Account & Identity Data
| Data Point | Collected From | Required? |
|---|---|---|
| Full name | Registration form / social sign-in | Required |
| Phone number | OTP verification during registration | Required |
| Email address | Registration / Google or Apple sign-in | Optional |
| Profile photo | User-uploaded from camera or gallery | Optional |
| Google / Apple account ID | When you use social sign-in | Optional |
3.2 Vehicle Data (Customers)
| Data Point | Purpose | Required? |
|---|---|---|
| Car make, model, year | Matching correct vendor & service | Required |
| Odometer / km reading | Service recommendations (e.g., oil change intervals) | Required |
| Car photos | Damage assessment, service records | Optional |
3.3 Location Data
Car Help collects location data to connect customers with nearby vendors and to allow vendors to navigate to service locations. Below is a precise breakdown:
| Scenario | Type | When |
|---|---|---|
| Customer — booking a service | Precise GPS (foreground) | While app is open and user is selecting a service location |
| Vendor — navigating to customer | Precise GPS (foreground) | While app is open during an active order |
| Vendor — active order tracking | Precise GPS (background) | Only during an active order, even when the app is minimised, so customers can track arrival in real time. Tracking stops automatically when the order ends. |
| Saved addresses | Named coordinates | When user saves a home/work address for convenience |
3.4 Wallet & Transaction Data
| Data | Purpose |
|---|---|
| Wallet balance | Display current credit in-app |
| Transaction history (debit / credit) | Order payments, refunds, loyalty point redemptions |
| Loyalty points / redeemed rewards | Reward programme tracking |
Note: Car Help does not store raw payment card numbers. Payment processing is handled through secure third-party payment gateways.
3.5 Order & Support Data
- Service type, date, time, and status of each booking
- Vendor assigned to an order
- Support tickets: title, description, category, and admin replies
- Chat / messaging content within support tickets
3.6 Technical & Device Data
- Firebase Cloud Messaging (FCM) device token — for push notifications
- Device type, OS version, app version (for crash diagnostics)
- Network connectivity status (online / offline)
- Authentication tokens stored in encrypted secure storage on your device
4 How We Use Your Data
| Purpose | Legal Basis |
|---|---|
| Create and manage your account | Contract performance |
| Match customers with suitable vendors via AI | Contract performance / Legitimate interest |
| Process bookings, payments, and refunds | Contract performance |
| Real-time vendor GPS tracking during active orders | Contract performance + explicit consent |
| Send push notifications (order updates, promotions) | Consent (requestable; revocable) |
| Loyalty points calculation and wallet management | Contract performance |
| Respond to support tickets | Legitimate interest |
| Improve app features and fix bugs | Legitimate interest |
| Prevent fraud and enforce Terms of Service | Legal obligation / Legitimate interest |
| Comply with applicable laws | Legal obligation |
5 App Permissions Explained
6 Third-Party Services
Car Help integrates the following third-party services. Each provider has its own Privacy Policy.
What each service receives:
| Service | Data Shared | Purpose |
|---|---|---|
| Google Maps Platform | GPS coordinates, search queries | Map display, directions, place search |
| Firebase Cloud Messaging | FCM device token, notification payload | Push notifications for orders & alerts |
| Firebase Authentication | Email / Google / Apple identity tokens | Social sign-in verification |
| Google Sign-In | Google account name, email, profile picture URL | One-tap account creation / login |
| Sign in with Apple | Apple ID token (email may be hidden relay address) | Secure Apple-based authentication |
| Pusher Channels | Encrypted order & presence events | Real-time order status & vendor position updates |
We do not share your data with advertising networks, data brokers, or any third party for the purpose of selling or profiling your personal data.
7 Data Retention
| Data Category | Retention Period |
|---|---|
| Account & profile information | Until account deletion + 30 days grace period |
| Order history | 5 years (financial record requirement) |
| Wallet & transaction records | 5 years (financial record requirement) |
| Live GPS coordinates (vendor tracking) | Not persistently stored — transmitted in real time; not logged on servers beyond order completion |
| Saved addresses | Until you delete them or delete your account |
| Support tickets | 3 years after closure |
| Device / auth tokens | Deleted immediately on logout |
| Notification tokens | Refreshed automatically; old tokens purged within 60 days |
8 Data Security
We take the security of your data seriously and implement the following measures:
- Encrypted Secure Storage: Authentication tokens and sensitive keys are stored using
flutter_secure_storage(AES-256 on Android, Keychain on iOS). - HTTPS / TLS: All API communication is encrypted in transit using TLS 1.2+.
- Token-Based Auth: Bearer tokens are used for all API requests; tokens are invalidated on logout.
- Automatic Logout on 401: If an authentication token expires or is revoked server-side, the app automatically clears local credentials and logs the user out.
- No Raw Credentials Logged: Our logging system never records passwords, tokens, or full location histories in plain text.
Despite our efforts, no system is 100% secure. In the event of a data breach that affects your rights, we will notify you as required by applicable law.
9 Your Rights
Depending on your jurisdiction, you may have the following rights over your personal data:
| Right | What it means | How to exercise |
|---|---|---|
| Access | Request a copy of all personal data we hold about you | Submit a support ticket or email us |
| Correction | Correct inaccurate name, phone, or email in your profile | Edit directly in the app's Profile section |
| Deletion | Request deletion of your account and associated personal data | Contact us via support — we process within 30 days |
| Portability | Receive your data in a structured, machine-readable format | Submit a data export request via support ticket |
| Withdraw Consent | Revoke location or notification permission at any time | Device Settings → Apps → Car Help → Permissions |
| Object | Object to processing based on legitimate interest (e.g., analytics) | Email or in-app support ticket |
We will respond to verified requests within 30 days. We may need to verify your identity before processing a deletion or access request.
10 Children's Privacy
Car Help is not directed to individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe a child has created an account without parental consent, please contact us immediately and we will delete the account and associated data promptly.
11 Contact Us
If you have questions, concerns, or requests relating to your privacy or this policy, please reach us through any of the channels below.
Fri – Sat: 10AM – 6PM
12 Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes, we will:
- Update the "Last Updated" date at the top of this page
- Send a push notification to all active users
- Display an in-app banner for 7 days after the change
Continued use of Car Help after the effective date of a revised policy constitutes your acceptance of the updated terms.