Effective: January 2, 2024
Neutron Holdings, Inc. dba Lime and its affiliates (collectively " Lime ," " we ," " us ," or " our") are strongly committed to transparency, and we want you (" you" or " your") to understand how we collect, use, share and protect your information. This Privacy Notice (" Privacy Notice") describes how Lime handles information in connection with Lime's websites, Lime-owned vehicles, and related mobile applications and services (collectively, the " Services"), and when you otherwise interact with us. When specified, this policy also describes our data practices related to logistics providers or the personnel of logistics providers.
We may change this Privacy Notice from time to time. We will inform you about any material changes in advance.
The Types of Information We Collect
The types of information we collect or receive depends on how you use and interact with our Services. In many cases, you can choose the information you provide to us, although if you chose not to provide certain information (such as account information), we will not be able to provide the Services. We use and disclose this information for the purposes described further below. The types of information we collect include:
Account Information such as your name, e-mail address, telephone number, date of birth, gender, address details, and payment information such as your credit card details. In order to use certain products, we may also require you to provide photos of your government issued identification (such as your driver's license), from which we collect data including the ID number, date of birth, gender, city, and zip code. As part of Lime Access, we also collect government-issued ID and proof of low-income status for verification purposes.
We collect and process location data when you sign up and use the Services. For example, to accurately show you Lime vehicles near you, it is necessary to collect and record the location of your mobile device. Lime also collects location data directly from Lime vehicles including when a Lime user is riding.
When you use certain products that require a government-issued driver's license , age verification, or the use of a helmet or other legally required protective gear, we may ask you (and your guest(s), if applicable) to take a selfie which we collect.
If you link, connect, or login to Lime with a third-party service (e.g. Facebook), the third-party service may send us information such as your profile information from that service.
When you ask for customer service, support or other assistance, you can choose to provide us with your contact information so we can better respond to your requests and we may keep information about your engagement with our support services.
We collect information you share on the Services such as when you participate in communities or other forums, or comment on our social media accounts or blog entries.
We receive information about you when we use third-party partners such as marketing and advertising partners, such as social media networks.
If you are a logistics provider, we collect the following types of information:
information submitted as part of your application to engage with Lime as a logistics provider, such as contact information and government issued identification;
business operation information, such as business license, tax registration and insurance information; and
your bank account details.
If you are personnel of a logistics provider, we collect the following types of additional information:
contact information; and
details of the work you carry out such as information about the vehicles you charge and deploy and other services provided for Lime.
How We Use Information
We use your information, including information about your location, to:
provide the Services to you at your request including to manage your account and ride history. This includes where you access the Services via Integrated Partner services, such as Uber. Lime is the controller for this processing; for more information on the division of responsibility between Lime and Uber, you can contact Lime here;
confirm your government-issued driver's license (if provided) is valid, not currently linked to any other Lime account, and has not expired;
confirm you are old enough to use our products by verifying your selfie matches your government issued identification (e.g., driver’s license) such as by using facial recognition technology;
monitor, track and service the Lime vehicles, including when they are in use by you. Where applicable, this includes collecting images and/or video footage of your ride;
confirm riders are wearing a helmet and other legally required protective gear, where required;
process payments, subscriptions or donations and any discounts or special offers such as free unlocks;
communicate with you about your account, interactions or transactions including service-related announcements such as changes to our policies. As allowed by local law, we may also send you surveys or marketing communications on behalf of Lime and/or third parties, including information about features and enhancements to our Services;
personalize advertisements to you (for more information, see the "Advertising and Analytics" section below);
optimize, develop and improve our Services, including via the creation and training of machine learning models. To do this we may use third party analytics providers to understand how the Service is being used and to help us to improve the Services;
where necessary, comply with our legal obligations including to meet regulatory or local law requirements;
detect, investigate, and prevent activities that may violate Lime's policies or terms or be illegal, including in cases of traffic violations or accidents, which may include sharing information with government agencies, such as law enforcement agencies and municipal authorities, which may be located outside of your home country; and
share and collaborate with third parties such as universities, local government authorities and other third parties to build or improve transportation infrastructure, as described in the "Who Do We Share Your Information With?" section below.
In addition, if you are a logistics provider or personnel of a logistics provider, we use your information to: allow you to provide your services for us; have visibility into and compensate you for the services you provide to Lime; and track Lime vehicles.
Who Do We Share Your Information With?
We share your information with:
Our service providers and partners : We share your information with our trusted service providers, partners, and their personnel who provide services to Lime such as hosting data and our infrastructure, providing ID verification services, processing payments and donations, supporting and improving the Services, performing customer service, or providing marketing and advertising services. For example, we share information with credit card issuers in order to process your payments and refunds.
Collaborations with third parties : After removing certain identifiers, such as your name, phone, and e-mail address (where provided), and combining the resulting information with similar information from other users, Lime may share your information, including individual trip records and trip location (journey) history, with third parties for research, business or other purposes. For example, Lime partners with universities to collaborate on research projects such as understanding traffic and travel patterns in a city. Learn more about these collaborations here.
Government, municipal, regulatory and law enforcement agencies : We may share your information with government, municipal, regulatory, and law enforcement agencies to meet federal, state, regulatory or local law requirements, as part of a judicial process, to detect, investigate, prevent, and address fraud and other illegal activity, to address security or technical issues, or to prevent harm or injury to you, members of the public, our staff, other third parties, or ourselves; or if we need to do so to defend our legal rights or property, to take action regarding illegal activities or traffic offenses, or to enforce our contracts, such as our User Agreement.
Integrated Partners : We share your information with third party services which integrate or provide access to Lime vehicles and/or the Services on their platforms or that make their products available on our Services. For example, Lime has partnered with Uber so users can rent a Lime scooter through the Uber app.
Cities, local authorities and public transport operators : We share your information with these recipients where necessary to fulfill conditions of our license or where necessary to operate in a particular city or location or for the purposes of city planning and understanding mobility insights. This may include the recipients contacting riders to request participation in surveys and integration into public transport operators' apps and journey planning apps. For example, in the UK, Lime partners with the Department for Transport (" DfT") to assist the DfT to understand and build a picture of vehicle demand and to assess the safety of vehicles in the UK.
Lime affiliates : We may share your information with Lime affiliate companies to help provide, maintain and improve the Services.
Business re-organization : We may also share your information as part of a sale, merger, change in control or business restructuring.
Advertising and Analytics
We also work with third parties to serve ads to you as part of customized campaigns on third-party platforms (such as Facebook and Instagram). As part of these ad campaigns, we or the third-party platforms may convert information about you, such as your email address and phone number, into a unique value that can be matched with a user account on these platforms to allow us to learn about your interests and serve you advertising that is customized to your interests. Note that the third-party platforms may offer you choices about whether you see these types of customized ads.
We do not sell your personal information with third parties for their direct marketing purposes.
Our Legal Basis for Using Your Information
Lime relies on a number of legal bases to collect, use, share, and otherwise process your information for the purposes described in this Privacy Notice, including where:
it is necessary to provide the Services and perform our obligations in accordance with our terms. For example, we cannot provide the Services unless we collect and process information about you and your location;
you have consented to us processing your information (in which case you may revoke your consent at any time);
necessary to comply with a legal obligation, including, for example, responding to government agency or law enforcement information requests or to establish, exercise or defend legal claims;
it is necessary to protect vital interests of our users, logistics providers and personnel of logistics providers, staff, and members of the public both on and off the Services; and/ or
the processing is necessary for the purposes of Lime's or a third party's legitimate interests, provided that we have balanced these against your fundamental rights and interests.
More information on our lawful basis for processing your personal information is available here.
How We Transfer Your Information
As we offer our Services in many locations globally, we may transfer your information to or from these locations for the purposes of providing you Services.
For Residents of the European Economic Area ("EEA"), Switzerland, or the United Kingdom: please be aware that certain countries outside the EEA, Switzerland, or the United Kingdom may not offer the same level of data protection as in your home country. Where the European Commission has recognized a country as providing an adequate level of data protection, Lime may rely on the Commission's adequacy decision, as applicable, to transfer data.
Lime also relies on Standard Contractual Clauses approved by the European Commission or other appropriate transfer mechanism(s) to transfer data from the EEA, Switzerland and the United Kingdom to the United States and other countries outside of where you live. You may request a copy of Standard Contractual Clauses by contacting us at [email protected].
In certain limited circumstances, we may use derogations where appropriate to process personal information, when there are no other data transfer mechanisms applicable.
How Long We Keep Information
We keep your information for as long as is reasonably necessary to provide the Services to you or until your account is deleted, whichever is longer, subject to any longer period as may be required by applicable law or notified to you. For example:
We retain account information, such as your email address and your date of birth, for the lifetime of the account. Certain information relating to transactions relating to an account are retained for 7 years in line with Lime’s accounting obligations;
We retain information related to customer support queries for the lifetime of the account.
When you delete your account, it may take us additional time to fully delete your information from our databases and system logs. We may also retain information from deleted accounts to prevent fraud, collect fees, enforce the User Agreement, to comply with our legal obligations or enforce our legal rights.
In addition, if you are a logistics provider or personnel of a logistics provider, Lime retains certain information to the extent necessary to comply with our legal obligations. For example, Lime may keep some of your information in order to comply with applicable tax, legal, reporting and auditing obligations and other requirements in the countries in which we operate.
Depending on where you live, you may benefit from a number of rights in relation to your information, including:
Right to object (marketing) - You have the right to object to processing for direct marketing purposes at any time.
Right to object (legitimate interest) - Where we process your information based on legitimate interests, you can object to this processing in certain circumstances. Unless we have compelling legitimate grounds or where it is needed for legal reasons, we will cease processing your information when you object.
Right of access - You can access much of your information by logging into your account. You can also request a copy of the information we have about you and information explaining how the information is used.
Right of rectification - You have the right to request that we rectify inaccurate information about you. You may be able to edit this information in the Settings of the Lime app.
Right of erasure - You have the right to request that we delete your information.
Right to restrict processing - You have the right, in certain cases, to temporarily restrict the processing of your information by us, provided there are valid grounds for doing so.
Right to data portability - You may have the right to receive certain of your information in a structured, commonly used and machine-readable format and to transmit such information to another controller.
Right to withdraw consent - Where you have previously provided your consent, such as to send you direct marketing, you have the right to withdraw consent at any time. However, this will not affect the lawfulness of the processing based on consent before its withdrawal. Furthermore, even in case of a withdrawal, we may continue to use your information as permitted or required by law.
Please get in touch with us as set out in the "Who Is Responsible for My Information?" section below if you would like to exercise any of these rights or in case you should have any concerns about how we process your information. For security purposes, we may require that you follow certain steps in order to verify that you are the owner of a Lime account. For example, we may require that you have a verified email associated with your Lime account and that you get in touch with us using the verified email associated with your Lime account. You also have the right to lodge a complaint with your local supervisory authority for data protection. You can access a list of EU supervisory authorities here. You can also contact Lime's Data Protection Officer at [email protected].
California Privacy Rights : If you are a California resident, you are entitled to certain rights over your personal information. For more information about those rights and how to exercise them, please see our California Privacy Notice, which is incorporated by reference into this policy.
Your Choices and How You Can Manage Your Information : We believe you should have choices about the collection, use and sharing of your information. If you do not want Lime to collect your information, please do not use the Services.
Emails and Other Communications : If you would like to change the types of communications you receive from us, including opting out of promotional communications from us, you may do so at any time by updating the communication preferences specified in your account profile. If you opt out of receiving promotional communications from us, we may continue to send non-promotional communications and other information about your use of the Service.
Accessing and Managing Your Information : If you have an account with Lime, you can review, change or delete your information by logging into your account and editing your profile. You can change your mobile phone number or email address by using our in-app change feature. You can delete your Lime account at any time by selecting “Delete your account” from the Settings screen in the app, by submitting a request to us at [email protected] or by using the in-app "Submit a Request" feature. If you are a logistic provider or personnel of a logistics lrovider and wish to delete your account, please email [email protected].
Who Is Responsible for My Information?
To see who is responsible for your personal information and how to contact them, please click here.