Privacy Policy

This Privacy Policy explains how Tuckero Pty Ltd (“Tuckero”, “we”, “us”) handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It applies to customers, drivers and anyone who contacts us or uses our services.

Source: Privacy Act 1988 (Cth) and Australian Privacy Principles (OAIC)

1. What We Collect

We only collect information that is reasonably necessary to provide our local delivery service (APP 3; Collection of solicited personal information):

• Name, phone number and email address
• If you sign in with Google: your name, email address and Google profile photo, which identify your account and show your bookings
• A photo of your item, if you choose to add one when booking
• Pickup and delivery addresses, delivery instructions and order details
• For a collection from a shop or business on your behalf: the business, your order number, the name on the order and any collection details you give us
• Payment information (processed securely by our payment provider, we do not store full card details)
• Delivery records, including timestamps, confirmation photos and location data used to verify pickup, arrival and delivery
• Messages exchanged between you and your driver during a delivery
• Reports about a delivery, such as a driver reporting a problem at collection or a delivery that could not be completed, including any photographs and notes
• Tips, if you choose to give one (the amount and the driver it was paid to; card details are handled by our payment provider)
• Device information and push notification tokens (so we can send job alerts and important updates)

Driver information

When someone applies to drive with Tuckero, we collect additional information needed to assess and manage the engagement. This may include:

• ABN, driver’s licence details, vehicle information and insurance details
• PayID or bank account details for payment of delivery fees
• Location data while performing deliveries
• Information and documents confirming the driver has the legal right to work in Australia

We require all drivers to have valid working rights in Australia. We may collect, verify and retain evidence of those working rights as part of onboarding and ongoing compliance.

Emergency contact

A driver may choose to give us an emergency contact. This is another person’s name, their relationship to the driver, and their phone number.

• It is entirely optional. A driver can add it, change it or remove it at any time from their profile.
• It is used for one purpose only: to contact that person if the driver has an accident, or if we cannot reach the driver during a delivery and have reason to be concerned.
• It is never used for marketing, and is not shared with customers or with anyone else.
• Because we are given these details by the driver rather than by the person themselves, we ask the driver to confirm they have that person’s permission before we save them, and we record that confirmation.

If you have been listed as someone’s emergency contact and would like your details removed, email admin@tuckero.au and we will remove them.

2. How We Use Your Information

We use personal information for the following purposes (APP 6 – Use or disclosure of personal information):

• Arrange, assign and complete deliveries
• Contact you about your order or account
• Process payments and refunds
• Verify that pickups and deliveries took place (including photo, time and location evidence)
• Send service-related notifications and alerts, including SMS
• Maintain records, improve our service, and meet legal and tax obligations

We do not sell your personal information and we do not use it for third-party advertising.

3. Live Location During a Delivery

While a driver is carrying out a delivery, the Tuckero driver app shares that driver’s location so the customer can follow the delivery on a tracking page, and so Tuckero can check on the driver and the item if a delivery is delayed or the driver stops responding.

• Location is shared only from the moment a driver accepts a job until that job is delivered, cancelled or marked unsuccessful.
• Location is read only while the Tuckero Driver app is open on the driver’s screen. It is not collected when the app is closed or running in the background, so the customer’s map may pause while the driver uses another app, such as a navigation app.
• Tuckero staff can see the driver’s last reported position and how long ago it was sent, only while the driver holds a job. It is used to locate a delayed delivery and for the driver’s safety, not to assess drivers’ performance.
• The driver’s last position is deleted from the delivery record when the job ends, and from the driver’s profile once they no longer hold an active job.
• Location is not collected when a driver has no active job, and it is not used to monitor drivers outside a delivery.

We also record the location of the driver’s phone at the moment they confirm a pickup, confirm their arrival at the drop-off address, confirm a delivery, and confirm the return of an item to the pickup. Each of those single points is kept with the delivery record as proof that the step happened at the right address.

4. Information Shared Between Customers and Drivers

Completing a delivery requires each party to know certain things about the other. We share the minimum needed, for the shortest time that works.

A customer is given a driver’s phone number so they can be reached about access, parking or a missed doorbell while the delivery is in progress. It is shown only during that window and is not published anywhere else.

If you are a driver, this means customers you deliver to will be able to see and call your number during their delivery. If that is a concern, contact us at admin@tuckero.au before accepting jobs.

Both parties are asked to use these details only in connection with the delivery. Contacting someone for any other reason, or after the delivery has finished, is not acceptable and may result in an account being suspended.

Handover between drivers

If a driver cannot continue a delivery, another Tuckero driver may collect the item from them. The first driver’s location and description of where they are are shared with the collecting driver, and the collecting driver’s first name with the first driver, only so the handover can take place. The customer is told by text that another driver will deliver the item.

Messages during a delivery

While a delivery is in progress, the customer and the assigned driver can message each other. Messaging is open only while the driver is carrying out that delivery. Messages are stored with the delivery record, can be read by Tuckero, and are used only to complete the delivery and to resolve any problem or complaint about it.

5. Proof of Pickup and Delivery

Drivers take a photograph at collection and, in most cases, at delivery. If an item has to be returned to the pickup, the driver also photographs it there. These photographs are stored with the delivery record along with the time and the location they were taken. A photograph taken at collection also records the condition of the item when it was collected.

• The customer for that delivery can view them on their tracking page.
• They are not publicly accessible. Access is granted through a private link and expires.
• They are used to confirm a delivery took place and to resolve disputes, and for no other purpose.

Please avoid photographing people. If a photograph of your property concerns you, contact us and we will remove it where we are not required to keep it.

At a shop or business, our driver photographs the item handed over, not the staff or other customers.

6. Who We Share It With

Outside of the customer and driver sharing described above, we only share the minimum information necessary:

• The business you ask us to collect from: when you book a collection on your behalf, our driver gives that business only what it needs to release your item to us, such as your order number and the name on the order
• Payment providers: to process payments and refunds securely
• Messaging providers: to send SMS notifications about your delivery
• Technology service providers: such as cloud hosting, database, mapping and messaging services (including Firebase / Google Cloud, Google Maps and Twilio) that help us run the platform. These providers are required to protect your information.

We may also disclose information where required by law (APP 6.2).

7. Storage & Overseas Disclosure

Your information is stored on secure cloud infrastructure, hosted in Australia where we are able to choose the location. Some of our service providers may process or store data outside Australia, for example messaging and mapping providers based in the United States. Where this occurs, we take reasonable steps to ensure your information is handled in accordance with the Australian Privacy Principles (APP 8 – Cross-border disclosure of personal information).

Source: Australian Privacy Principle 8 (OAIC)

8. How We Protect Your Information

We take reasonable technical and organisational steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure (APP 11: Security of personal information). This includes encryption of data in transit, access controls that limit each account to only the records it needs, and private, expiring links for delivery photographs. Payment card details are handled by our secure payment provider and are not stored by Tuckero.

Source: Australian Privacy Principle 11 (OAIC) · Google Cloud & Firebase encryption in transit standards

9. How Long We Keep Information

We keep personal information only for as long as necessary to provide the service, meet our legal and tax obligations, and resolve any disputes (APP 11.2).

• Live location is deleted from the delivery record as soon as the delivery ends, and from the driver’s profile once they no longer hold an active job (at the latest within an hour).
• Delivery records, photographs (including item photos), confirmation and handover locations, messages and delivery reports are kept for 12 months after the delivery, and for longer only while a dispute, complaint, claim or legal obligation requires them. After that, photographs and messages are deleted automatically, and names, phone numbers, email addresses and street addresses are removed from the delivery record. What remains (dates, suburbs, amounts) is kept as a financial record.
• Financial records are kept for the period required by Australian tax law.

You may ask us to delete information that we are not required to keep.

10. Your Rights

You can request access to the personal information we hold about you, ask us to correct it, or raise a privacy concern (APPs 12 & 13).

Deleting your driver account in the app. In the Tuckero Driver app, tap Delete my account on your dashboard and confirm. Your account is closed straight away and you can no longer sign in. Your personal information is permanently deleted 30 days later. During those 30 days you can ask us to restore the account by emailing admin@tuckero.au; after that it cannot be restored. Records of completed deliveries and payments are kept, without your contact details, for as long as tax law requires. You cannot delete your account while you are holding a job; finish or unassign it first.

Deleting your account and data by email. Email admin@tuckero.au from the address associated with your account, or from any address quoting your phone number and a recent delivery. We will confirm your identity, then delete your account and the personal information we are not legally required to retain, within 30 days. We will tell you what has been kept and why.

If you are unhappy with how we have handled a privacy matter, you can contact the Office of the Australian Information Commissioner at oaic.gov.au.

Source: Australian Privacy Principles 12 & 13 (Access and Correction) · Google Play Data Safety and Apple App Store privacy requirements

11. Children’s Privacy

Our services are for adults. Bookings must be made by an adult, and we do not knowingly collect personal information from children.

Our drivers have no contact with children in the course of a delivery. A delivery to a school or a similar place is handed to a staff member at reception or the office, and the only details we hold are those of the adult who booked it and the school's address.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be published on tuckero.au and applies from the date it is posted.