Privacy Policy

HOOP Mobility operates the HOOP on-demand EV charging concierge platform. This Privacy Policy explains how we collect, use, store, and share personal data when you use our rider app, pilot app, or web portals.

Depending on how you use HOOP, we may collect:

• Identity: name, email, phone number (OTP login via Supabase Auth + MSG91).
• Vehicle: nickname, brand, model, registration number, connector type, battery capacity.
• Location: saved addresses, pickup coordinates, live trip and driver location during active bookings.
• Trip data: booking status, OTP hashes (not plain OTPs), trip events, charge telemetry.
• Payment: Razorpay order and payment IDs, amounts in paise, method — not full card numbers.
• Support: ticket content, messages, and attachments you submit.

We use personal data to:

• Authenticate you and manage your account.
• Match bookings with verified pilots and charging stations.
• Stream real-time trip and charge updates to your app.
• Process payments, refunds, and promo code eligibility.
• Provide customer support and resolve disputes.
• Improve safety, fraud prevention, and service quality.
• Send transactional SMS, push, and email notifications.

We do not sell your personal data. We do not log payment card numbers, CVV, or plain-text OTPs in application logs or error monitoring tools.

We process data based on your consent, performance of our service contract with you, compliance with legal obligations, and legitimate interests such as fraud prevention and platform security — in line with applicable Indian data protection requirements including the Digital Personal Data Protection Act, 2023, as implemented.

Data is stored in Supabase (PostgreSQL) with Row Level Security enabled on all tables. Client apps never bypass RLS. Service-role access is restricted to server-side API routes, edge functions, and webhooks. Amounts are stored as integer paise. Queries use parameterised statements only.

We share data only as needed with:

• Payment processors (Razorpay).
• SMS and OTP providers (MSG91).
• Email delivery (Resend).
• Push notification services (Expo Push, FCM, APNS).
• Maps and routing (Google Maps).
• Infrastructure and monitoring (Supabase, Sentry, BetterStack).

Pilots receive only the information required to complete your trip (pickup location, vehicle details, OTP verification flow).

Account and trip records are retained while your account is active and as required for legal, tax, and dispute resolution purposes. Trip events are append-only for audit integrity. You may request deletion subject to legal retention requirements.

You may request to:

• Access or correct your profile, vehicles, and addresses.
• Export trip and payment history from the app.
• Withdraw marketing consent (transactional messages may continue).
• Delete your account via support, subject to outstanding obligations.

Contact us through HOOP Support.

Our web portals may use essential cookies for authentication and session management. We minimise third-party tracking on marketing pages. Analytics, if used, are aggregated and do not include PII in client-side logs.

HOOP is not intended for users under 18. We do not knowingly collect data from minors.

We will update this policy when our practices change. The "Last updated" date at the top reflects the current version. Material changes will be communicated through the app or email.

Data protection enquiries: HOOP Support. Registered office: DivTech System, Surat, Gujarat, India.