Lime Network B.V. (“Lime B.V.”) is the data controller primarily responsible for data relating to users in the European Union. We provide the following operational guidelines for law enforcement officials seeking information from Lime B.V. . We may change these guidelines without notice.
You should ensure the request is directed to the Lime entity responsible for the user data being requested. Law enforcement officials seeking information on users in the United States should consult Lime Guidelines for Law Enforcement Authorities - US. Private parties, including civil litigants and criminal defendants, should consult our Guidelines for Third Party Data Requests.
Lime is a technology and transportation rental company that has developed an app that provides users (riders) with access to transportation rentals. You can find up-to-date information about Lime’s services in our Help Center
We collect and process user data as described in our Privacy Notice. When riders sign up and use the service, certain information is collected and processed in the ordinary course of using the service, such as location data. This may also include a phone number, email address, name, account start and end date, registration IP address, status, payment method and customer service communications. When Juicers (individuals that Lime engages to assist them provide services in cities where it operates) sign up to Lime we may collect additional information including agreements, certain communications between juicers and Lime, and some payment or government ID data.
Preservation of Records
Upon receipt of a formal written request from law enforcement officials, we will work to preserve records in connection with official criminal investigations for 90 days. Law enforcement may request to extend a preservation request, once, for an additional 90 days. We do not disclose preserved materials unless we receive legal process as described below.
Legal Process Requirements
We will carefully review, validate and only provide responsive records to law enforcement in accordance with our terms, policies, and applicable law. Some general principles are set out here, but may not apply in every case.
Lime B.V. responds to valid legal process issued by Dutch courts or appropriate authorities properly served on it in the Netherlands in accordance with Dutch law. [In certain limited cases, where user data is co-controlled by a local Lime affiliate in the EU (see the “Who is responsible for my information” section of our Privacy Notice to learn more) then that local entity will also respond to valid legal process issued by courts (or appropriate authorities) in that EU Member State properly served in that Member State in accordance with local law].
Law enforcement officials based outside of the Netherlands or outside of EU Member States which may have co-controlling affiliates (see previous paragraph) may submit a Mutual Legal Assistance Request (MLAT) or Letter Rogatory, as applicable, to Dutch authorities to compel disclosure of data.
Alternatively, law enforcement may submit a request directly to Lime B.V. seeking a discretionary disclosure of data. In such circumstances, Lime B.V may disclose information if we believe in good faith that it is reasonably necessary to do so for legal reasons, including to meet federal, state, regulatory or local law requirements or as part of a judicial process; to detect, investigate, prevent, and address fraud and other illegal activity, security, or technical issues; to prevent harm or injury to our users, members of the public, our staff, other third parties, or ourselves. We may also disclose information where necessary to defend our legal rights or property; to take action regarding illegal activities or traffic offences; or to enforce our contracts, such as our Terms of Service. Typically, such requests must, at a minimum:
Lime B.V. reserves the right to decline to exercise its discretion to produce the requested information even if each of the above conditions are met and may require receipt of a binding request via MLAT or Letter Rogatory, as applicable.. Circumstances under which Lime B.V. will refuse to honor requests include, but are not limited to: if the request is overly broad or vague or is inconsistent with international human rights laws or standards or the rule of law, or is being made to facilitate a prosecution that is political in nature or relates to the target’s race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age, or any other characteristic protected under Dutch law.
Emergency and Exigent Requests
We will consider requests for disclosure of information without delay where there is an emergency or exigency that involves protecting an interest which is essential for the life of a rider, a Juicer, or any third party or stopping activity that poses an immediate threat of death or serious physical harm to any person. Requestors must submit an Emergency Request through the Law Enforcement Portal at https://lime.mailroom.sago.ai/intake-form. Law enforcement officials should provide a description of the nature of the emergency, including details about the nature of the alleged actual or threatened serious physical harm or risk of death, and we review these requests on a case-by-case basis. Once the emergency or exigency has passed, we may require law enforcement to follow up with the appropriate legal process and to obtain appropriate legal process for any additional disclosure. To facilitate our expedited review, law enforcement should provide as much detail about the incident or emergency as possible.
Form of Request
Authorized law enforcement using an official government domain may send legal process to email@example.com. We accept courtesy copies through firstname.lastname@example.org as a convenience but reserve all rights and objections, such as for lack of jurisdiction or improper service. Law enforcement should take into account applicable privacy and data protection requirements and at a minimum include in their request:
Law enforcement seeking information from Lime B.V. may address requests to Lime B.V., Kingsfordweg 151, 1043 GR, Amsterdam, The Netherlands.
Attention: Law Enforcement Response Team.