This page explains how we handle requests for information about our members from the police, courts, regulators and other public authorities. We take our members' privacy seriously and we also want to help keep people safe, so we look at every request carefully and give only what the law requires.

How to make a request

Requests must be made in writing and sent to the legal requests address below. Please include:

the name of your organisation, your name, role and official contact details;
the legal power or court order you are relying on;
the account or booking the request is about, such as a username, email address or booking reference;
exactly what information you need, and for what period;
whether there is a legal reason we must not tell the member, and for how long.

If that address is not shown, contact us through our complaints page and say that your message is a request from an authority, and we will reply with the right address.

How we decide

A lawful basis. We check that the request is made under a legal power that applies to us, such as a court order or a request under the data protection exemptions for preventing or detecting crime.
Only what is needed. We check that the request is specific and necessary. If it asks for more than the purpose needs, we will ask for it to be narrowed or give only the part we think is justified.
Only what we hold. We can only give what we have. Card details are held by Stripe, not us, and much of our information is deleted after set periods, as our data retention schedule explains.
We may refuse. We may decline a request that is unclear, too broad, or not backed by a legal power, and we will say why where we can.

Telling the member

We tell a member before we share their information, so they have a chance to object, unless the law forbids it, a court has ordered us not to, or telling them would put someone at risk of harm or harm an investigation. If we could not tell them at the time, we will tell them later once the reason has passed, where the law allows.

Emergencies

If there is an immediate risk to someone's life or of serious harm, we may share information without the usual formal process, limited to what is needed to deal with the emergency. Please explain the emergency clearly in your request. If you are a member worried about someone's immediate safety, call the emergency services on 999 first.

Requests from outside the UK

We handle requests under UK law. Authorities outside the UK should usually make their request through the official channels between their country and the UK.

Other requests

If you are a member who wants a copy of your own information, you do not need to make a formal request: download it from Settings, or see our privacy policy. To report illegal content on Rally & Roam, see our online safety statement and content and copyright takedown page.

Law enforcement requests