Privacy Policy
Last updated: 3 October 2026
1E2 respects your privacy. This policy explains how 1 ELEPHANT 2 LTD collects, uses, stores and shares personal information when customers request help, responders use the platform, or anyone contacts 1E2.
Information we collect
Depending on how you use 1E2, we may collect account details, names, email addresses, mobile numbers, saved addresses, vehicle details, service-request information, descriptions, photos and job evidence, approximate and exact location information, responder business details, pricing, service areas, availability, team information, insurance and verification documents, booking and job-status records, customer feedback, support communications, device and push-notification identifiers, security events and technical usage data.
Payments and financial information
Payments, payment authorisations, responder payouts and membership billing are processed through payment providers such as Stripe. 1E2 stores transaction references, payment status, amounts, fees, payout records and receipt information needed to operate and account for the service. Full card and bank credentials are handled by the payment provider and are not stored by 1E2.
How we use information
We use personal information to create and manage accounts, verify users, match customers with suitable responders, process bookings and payments, operate responder availability and dispatch, manage live-job progress, send service notifications, produce receipts and payout statements, provide support, handle complaints and refunds, maintain safety and fraud controls, enforce platform rules, improve the service and meet legal, accounting or regulatory obligations.
Location information
Location information is used where relevant to service-area matching, dispatch, journey progress, distance checks and service delivery. Before a job is accepted, 1E2 may show only an approximate area. Exact customer location and responder journey information are disclosed only where reasonably necessary to fulfil a confirmed request, support safety or resolve an operational issue.
Responder availability and operational records
1E2 records responder availability, job offers, acceptance or decline activity, missed offers, job-status updates and related timestamps. These records are used to operate live dispatch, apply reliability controls such as missed-job safeguards, support customers and responders, and investigate disputes or service issues.
Photos, documents and permanent job records
Customers and responders may choose to upload photos, documents or evidence relevant to a booking, verification or completed job. Job records may include what was requested, who attended, key timestamps, payment status, approved additional work, completion notes, evidence and feedback. We retain these records where reasonably necessary for customer support, accounting, fraud prevention, safety, complaints and legal obligations.
Notifications and device security
If you enable notifications, 1E2 stores the device push token or browser subscription needed to deliver booking updates, responder dispatch alerts, go-live notifications and other service messages. Native app users may also use supported device security such as Face ID, device unlock or a 1E2 PIN. Security settings and device identifiers are used only to support access control, notifications and platform security.
Website and app analytics
1E2 records technical and usage information so we can understand traffic, monitor reliability and improve the service. This may include pages or screens viewed, approximate city, region or country derived from network routing information, device and browser type, referral source, session activity, error information and performance data. 1E2's internal analytics are not designed to store raw IP addresses as part of the user-facing analytics record.
Emails and service communications
1E2 may send transactional emails such as verification messages, booking updates, payment receipts, responder payout statements, security notices and operational alerts. Where 1E2 sends optional marketing or newsletter communications, we will provide an appropriate way to opt out and will respect applicable marketing-consent requirements.
Sharing information
We may share only the information reasonably necessary with customers, responder organisations, payment providers, verification providers, hosting and communications providers, professional advisers, regulators, law-enforcement bodies and other service providers that support 1E2. We may also disclose information where required by law or where reasonably necessary to protect users, the platform or the public. 1E2 does not sell personal information.
Data retention and security
We keep personal information only for as long as reasonably necessary for operational, legal, accounting, tax, fraud-prevention, safety and dispute-resolution purposes. Retention periods may differ by record type. We use technical and organisational measures designed to protect personal data from unauthorised access, loss, misuse, alteration or disclosure.
Your rights
Depending on applicable law, you may have rights to access, correct, restrict, object to, export or request deletion of your personal information. Signed-in users can start account deletion from 1E2's account deletion page. Certain transaction, payment, compliance, fraud-prevention, safety and legal records may be retained where 1E2 has a lawful reason or obligation to keep them. You may also have the right to complain to the UK Information Commissioner's Office.
Changes to this policy
We may update this policy as 1E2 develops, legal requirements change or new platform features are introduced. The latest version will always be published on this page with the updated date shown above.
Contact
For privacy questions, contact Hello@1elephant2.com.
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