Thank you for your interest in MOIA. Here we would like to inform you about how we handle your personal data. Protecting your privacy is very important to us. Your personal data is only processed in accordance with data protection regulations.
Section A: General provisions
Section B: Use of MOIA Websites
Section C: Use of MOIA App and MOIA Mobility Services
Section A – GENERAL PROVISIONS
A.1. What is personal data?
Your personal data includes any information that can be associated with you as a natural person. Such details include your name, e-mail address, mobile number, location, and payment information.
A.2. Who is responsable for processing data?
The responsible party (“Data Controller”) for the processing of your personal data in connection with the use of our websites and apps, unless otherwise stated below, is MOIA GmbH, Alexanderufer 5, 10117 Berlin, Germany, registered with the commercial register of the Berlin Charlottenburg District Court, no. HRB 189716 B (“MOIA”, “we”, “us”).
If there are links to third-party websites, the respective provider is responsible for data processing in connection with use of the linked website.
A.3. Purposes and legal basis of data processing
We process personal data for the following purposes and on the legal basis explained below.
Providing services: First and foremost, we process your data in order to provide the services you use and, where applicable, to charge for this (e.g. creating a user account, booking of MOIA Mobility Services). The legal basis for processing data in this context is the necessity for the performance of a contract with MOIA (article 6 (1)(b) GDPR) and/or legitimate interests pursued by us (article 6(1)(f) GDPR).
Legal obligations: We process personal data if and to the extent necessary to fulfill our legal obligations (e.g. retention requirements under tax law) (article 6(1)(c) GDPR).
Compliance with the MOIA Code of Conduct and enforcement of legal claims: We also process personal data if this is necessary to assert financial or other legal claims, or to investigate violations of the MOIA Code of Conduct and to be in a position to take action based on this document (e.g. instances of vandalism). The legal basis for processing data in these cases is the necessity for the performance of a contract with MOIA (article 6(1)(b) GDPR) and/or legitimate interests pursued by us (article 6(1)(f) GDPR).
System security and crime prevention: Another purpose of data processing is to ensure the security of our systems and, for instance, to prevent and detect fraud and other crimes. For this purpose, we store information such as your IP address when you register or book fee-based services. The legal basis for data processing in this context is the protection of MOIA’s legitimate interests (article 6(1) GDPR).
Improving our services: We are constantly working to enhance our services. For this purpose, we use anonymized data if possible. The legal basis for data processing here is the protection of MOIA’s legitimate interests (article 6(1) GDPR).
Marketing: We pursue the purpose of successfully marketing our services. That is why we, for example, provide optional personalized e-mail marketing to our users and measure the success of our online campaigns. The legal basis for processing personal data for marketing purposes is the user’s consent (article 6(1)(a) GDPR) and/or the legitimate interests pursued by MOIA (article 6(1)(f) GDPR).
A.4. Data transfers and transmitting data to third countries
We use various services that process data on our behalf (e.g. website hosting, email delivery, customer service). Each service provider is checked by us and guarantees an adequate level of data protection.
In some cases, data may be transferred to countries outside the European Union or the European Economic Area. In such cases, suitable safeguards are in place to ensure an adequate level of protection of personal data for the natural persons concerned.
We share information with affiliated companies and third parties if this is necessary to provide our services or to protect legitimate interests (e.g. if a MOIA Mobility Service is provided by a Cooperation Partner or if you book a MOIA Mobility Service through a third-party platform).
A.5. Contact and feedback
If you contact us, for instance to submit a request or to provide feedback, we will store this information to process your request or respond to the feedback. We will contact you about your request or feedback if this is necessary to clarify matters.
If you submit feedback on a MOIA Mobility Service, no personal data will be passed on to the driver.
A.6. Application at MOIA
If you would like apply for a job at MOIA, you can find information about data protection with regard to your application on our application portal.
A.7. Data deletion
We either delete or anonymize personal data as soon as it is no longer necessary to store it for the purposes of providing our services, protecting our legitimate interests, or complying with statutory retention periods. In the case of anonymization, all information that would make it possible to identify a specific natural person are rendered unrecognizable.
A.8. Rights of the data subject
You have the right to receive information about the personal data we hold about you. In addition, you are entitled to request that your data be corrected or deleted and/or transferred, to object to data processing, to withdraw any consent previously granted, and/or to complain to a data protection supervisory authority. You can either initiate the deletion of your personal data in your "Account & Privacy" settings by clicking on the "Delete account" button or by sending an email to firstname.lastname@example.org. In both cases, your personal data will be deleted no later than one month after receipt of your deletion request.
You may contact our data protection officer at any time to assert your rights as a data subject or to inquire about data protection. The data protection officer can be contacted by e-mail:
or by mail:
-Data Protection Officer-
10117 Berlin, Germany
We keep your data secure using appropriate technical and organizational measures. Information that is transferred via our websites and apps is always encrypted.
Section B – USE OF MOIA WEBSITES
B.1. Visting our website
When you visit our website, the browser you use automatically sends a range of information to our servers. This includes your operating system, browser, and screen resolution settings as well as the date and time of your visit. Transferring this data is necessary in order to display the website content properly in your browser. This information is not associated with a specific natural person.
B.2. Cookies, tracking and map content from external providers
We divide cookies into the categories "necessary", "statistics" and "personalization".
Cookies in the "necessary" category are essential to enable the website visit (article 6(1)(b) GDPR).
Cookies in the "statistics" and "personalization" categories are only set with the user's consent (article 6(1)(a) GDPR). The consent can be revoked at any time with future effect by deleting the cookies in the browser. Further information on the categories of cookies and the settings can be found here:
The following cookies are used:
We use the following third party services for support:
B.2.1 Google Analytics
We use Google Analytics on our website. This is a service provided by Google LLC, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA (“Google”). By using Google Analytics, we are able to understand usage behavior on our website. For this purpose, user profiles may be created with a pseudonym. These user profiles are not associated with a specific natural person.
As a rule, Google will anonymize your IP address when you use our website if you are inside a member state of the European Union or the European Economic Area. In exceptional cases, the IP address may be sent to a server in the United States, where it is then made anonymous.
Google Analytics will only be activated if you have accepted cookies of the category “statistics”.
In addition to the standard functions of Google Analytics, we use the extended feature Remarketing with Google Analytics. This extended feature will only be activated if you have accepted cookies in the "Personalization" category and enables target group-oriented advertising in the Google advertising network.
You can deactivate Google Analytics by deleting the cookies in your browser or by downloading and installing the browser plug-in available under the following link: http://tools.google.com/dlpage/gaoptout?hl=en.
Alternatively, you can click here to save a cookie that will prevent your data from being collected when you access this website in the future.
More information about Google Analytics and data usage by Google can be found here:
https://www.google.com/analytics/terms/us.html and https://policies.google.com/privacy?hl=en.
B.2.2 Google Ads Remarketing
We use Google Ads. By using Google Ads, visitors of our websites can be targeted with advertising when they visit other websites in the Google Search Network or Google Display Network. For this purpose, pseudonymous usage profiles can be created.
Google Ads will only be activated if you have accepted cookies of the category “personalization”.
You can deactivate Google Ads by adjusting your cookie settings or by downloading and installing the browser plug-in available under the following link: https://support.google.com/ads/answer/7395996?hl=en
More information about Google Ads and data usage by Google can be found here: https://policies.google.com/technologies/ads?hl=en and https://policies.google.com/privacy?hl=en.
B.2.3 Facebook Pixel and Facebook Custom Audiences
On our website we use both the Facebook Pixel and Facebook Custom Audiences retargeting (also in the Pixel mode). These services are provided by Facebook Inc., 1 Hacker Way, Menlo Park, California, USA and Facebook Ireland Limited, 4 Grand Canal Square, Dublin 2, Ireland (“Facebook”). A pixel is placed on our website that establishes a connection to Facebook servers when you visit the website. In this way, Facebook learns that you have visited our website and may associate this information to your personal Facebook profile. We use the Facebook Pixel to determine how effective our advertising on Facebook is. We use Facebook Custom Audiences in order to display advertising to our website visitors on Facebook that reflects their interests. For more information on how Facebook collects and processes data, please visit: https://www.facebook.com/about/privacy/.
Facebook Pixel and Facebook Custom Audiences will only be activated if you have accepted cookies of the category "personalization". You can deactivate both services by deleting the cookies in your browser.
Furthermore, you can opt-out of interest-based advertising on Facebook by adjusting your settings here: https://www.facebook.com/adpreferences/ad_settings/?entry_product=account_settings_menu.
Additionally, you can store an opt-out cookie by clicking here. This prevents data from being sent to Facebook when you access this website.
B.2.4 Google Maps
On our website, we use Google Maps so that you can access interactive maps. We use this feature to present our service area on a map, for example. Location data that is sent to Google is always made anonymous.
B.2.5. Pinterest Tag
We use a “Pinterest tag” on our website. This is a pixel for Pinterest Inc., 635 High Street, Palo Alto, CA, USA (“Pinterest”). When you visit our website a connection to Pinterest servers is established. Through this connection, Pinterest is informed that you have visited our website and may assign this information to your personal Pinterest profile. We use the Pinterest tag to be able to track the effectiveness of our marketing on Pinterest and to be able to present visitors to our website with personalized ads on Pinterest.
The Pinterest tag is only enabled if you have accepted “Personalization” cookies. You can deactivate the tag by deleting the cookies in your browser.
You can also block personalized ads on Pinterest by deactivating the related settings under “Personalization” at https://help.pinterest.com/en/article/personalization-and-data.
B.2.6. LinkedIn Insight Tag
This website uses the conversion tool "LinkedIn Insight Tag" provided by LinkedIn Ireland Unlimited Company. The Insight Tag creates a cookie in your web browser that allows us to collect information such as: IP address, device and browser settings, and website events (such as page views). The IP addresses are shortened or - if they are to be used for cross-device recognition - hashed. The users' unique identifiers are removed within seven days to pseudonymize the data. This remaining pseudonymized data is then deleted within 180 days.
LinkedIn members can control the use of their personal information for marketing purposes in their account settings. To disable ("opt-out") the Insight tag on our website, click here.
The data generated with etracker is processed and stored by etracker on behalf of the provider of this website exclusively in Germany and is therefore subject to the strict German and European data protection laws and standards. etracker has been independently audited, certified and awarded the ePrivacyseal data protection seal of approval in this regard.
etracker is only activated if you have accepted cookies in the "Statistics" category.
The data processing is carried out on the basis of the legal provisions of Art. 6 para. 1 lit. f (legitimate interest) of the General Data Protection Regulation (DSGVO). Our concern in terms of the DSGVO (legitimate interest) is the optimisation of our online offer and our web presence. Since the privacy of our visitors is important to us, data that may allow a reference to an individual person, such as the IP address, login or device identifiers, are anonymised or pseudonymised as soon as possible. We do not use the data in any other way, combine it with other data or pass it on to third parties.
You can object to the aforementioned data processing at any time. The objection has no adverse consequences
You can find more information on data protection at etracker here.
B.3. Downloading the MOIA App from a download link
You have the option of requesting to download the MOIA App on our website. To do so, you need to enter your mobile number. We can then send the download link directly to your mobile device. Your mobile number will be deleted immediately as soon as the download link has been sent and will not be used for any other purpose.
B.4. MOIA NEWS
If you subscribe to our marketing e-mails on one of our websites, we will send you information about vouchers, offers, products, and surveys by e-mail from time to time. You may revoke your consent to this at any time. To do so, select the unsubscribe link contained in each e-mail we send out or send an e-mail to email@example.com. In order to measure success of our marketing e-mails, we automatically save information about openings and clicks as well as the type of device used to access e-mails.
Section C – USE OF MOIA APP AND MOIA MOBILITY SERVICES
When registering to use our MOIA App, you enter your login details. We use this information to set up your user account. Fields are marked as optional if the respective information is not required for registration.
If you have added a photo to your user account, you can delete it or replace it with another photo at any time. Select your profile to see the various options that are available to you.
C.2. Requesting MOIA Mobility Services and integration of map content
C.2.1. Requesting a MOIA Mobility Services within the MOIA App
When you request a MOIA Mobility Service, we use the location details in the request (starting point and destination) to present booking options and to calculate the best routes for our vehicles.
We also use this information – with no reference to individual persons – to better tailor our services in line with demand and to improve our route calculation algorithm.
We do not use location data to create a movement profile of you.
C.2.2. Integration of map content
Location data is shared with the map provider in order to display maps in the MOIA App and to navigate you to the point where you can start using the MOIA Mobility Service.
C.3. Payment function
C.3.1. Payment service provider
Your payment details are transmitted to our payment service provider in order to complete the payment process. Our payment service provider is Adyen N.V., Simon Carmiggelstraat 6–50, 1011 DJ Amsterdam (“Adyen”). The transmission of your data takes place for the purpose of payment settlement with the payment service provider Adyen according to Art. 6 (1) lit. f DSGVO.
To prevent and detect instances of fraud, your IP address, e-mail address as well as a device and payment service provider specific ID can be transmitted. All data transfers are encrypted. The legal basis for this processing is our legitimate interest under Art. 6 (1) lit. f GDPR.
Detailed privacy information about Adyen can be found online at:
For more information about data processing when using PayPal, see:
C.3.2. Real Time Account Updater
To make your payment experience as convenient as possible, we use the Mastercard Automatic Billing Updater (ABU), which keeps your credit card information up to date. This automatic update of your credit card information provides a seamless process for updating the account without any action on your part as the cardholder. In addition, the feature simplifies uninterrupted service.
You may object to your credit card provider to the processing and forwarding of updated credit card information.
The legal basis for the collection of updated credit cards is the fulfillment of the contract according to Art. 6 (1) b DSGVO.
C.4. use of MOIA Mobility Services
When you book a MOIA Mobility Service, we will associate the booking details and information about performance of the MOIA Mobility Service to your user account, showing your previous trips in the MOIA App.
The driver of the MOIA vehicle is given your first name for identification purposes. Your initials will be displayed next to your stop on the vehicle’s information screen (e.g. “JB” for “Josephine Bloggs”). This allows you to track your position on the screen and see when you have reached your destination.
If there are any disruptions to the provision of our MOIA Mobility Services (e.g. your MOIA vehicle is delayed), we will use your contact details to notify you by phone, e-mail, text message, in-app alert, or push notification.
C.5. Optimization of the MOIA app and MOIA mobility services
When you use the MOIA app and the MOIA mobility services we provide, your data will also be processed by MOIA for other purposes. Such processing of customer data serves the purposes of continuously developing our offers, advertising campaigns, and mobility concepts while making them more attractive for you. To this end we use transaction data from MOIA mobility services (e.g. booked trips) and information about how the MOIA app is used so that we can respond better to customer inquiries and reviews and offer discounts or vouchers in a more targeted manner. Furthermore, reference to data allows us to control our spending on advertising more effectively and to offer our customers the best possible mobility services. By processing your data, we can also continuously improve our customer service and customer satisfaction by being in a position to respond to customer inquiries more individually.
The legal basis for the additional processing of your data is Article 6.4 of the GDPR in conjunction with the legal basis for the original processing in line with the fulfillment of contractual purposes (Article 6.1.1(b), GDPR) or the protection of our legitimate interests (Article 6.1.1(f), GDPR). Insofar as additional data processing is based on Article 6.4 of the GDPR in conjunction with Article 6.1.1(f) of the GDPR, our legitimate interests lie in increasing our service quality, improving customer communication, optimizing our offers, and ensuring that our advertising measures can be fully evaluated and improved.
We will store your data for additional processing as long as you use the MOIA app or our MOIA mobility services, and we will delete your data after the statutory retention periods have elapsed. Further information on exercising your rights as a data subject can be found in the section headed “General Conditions” of this data protection notice (A.8).
Data Protection Notice “CRM 2.0”
C.6. Use of vouchers
If you book a MOIA Mobility Service using a voucher that is billed to a third party (e.g. your employer or an event organizer purchased the voucher), information about the use of the voucher may be shared with the respective third party for accounting reasons (e.g. date and time of booking, booking number, coupon code, price). Your account information will not be forwarded to the third party. A personal reference can only be made by the third party, if the third party issues the voucher personalized.
The legal basis for transferring the data is Article 6 (1) sentence 1 lit. f DSGVO.
C.7. Improving our services
C.7.1 Google Firebase
We use Google Firebase to improve our app and to provide various features. Google Firebase makes it possible to use a variety of products. In particular, we use Crashlytics, Google Analytics for Firebase, Dynamic Links, Cloud Messaging, In-App Messaging, A/B Testing and Remote Config. You can find more information about these services here.
When Google Firebase is used, data is sent to Google using a pseudonym. We are unable to associate this data with a specific natural person. You can find more information about data privacy in connection with Google Firebase here.
You can opt-out Google Firebase (with the exception of Remote Config and A/B Testing) at any time by moving the “Analytics” slider inside the MOIA App accordingly. You can find the slider in the MOIA App's privacy settings when you visit your profile.
We use a service called “adjust” in our MOIA App. Provided by adjust GmbH, Saarbrücker Strasse 37a, 10405, Berlin (“Adjust”), adjust helps us to establish links between advertising campaigns and the subsequent installation and use of the MOIA App so that we are able to measure the success of advertising campaigns.
For this purpose, we use pseudonymized data such as your IDFA or Google Play Services ID as well as truncated IP and MAC addresses. The information collected is not associated with a specific natural person without explicit consent.
You can opt-out adjust at any time by moving the “Analytics” slider inside the MOIA App accordingly. You can find the slider in the MOIA App's privacy settings when you visit your profile.
C.8. Push notifications
Our MOIA App offers push notifications, which are messages created by the MOIA App that can be displayed on your device. You can decide at any time whether you want to allow push notifications or not by adjusting on your device.
C.9. Personalized marketing
We aim to send you messages that are of interest to you. For this reason, we ask for your consent to the following during the registration for our MOIA App:
Your consent is optional. With your permission, we will use the information below to determine whether certain content is of interest to you:
Registration data (e.g. email address, first name, last name), Booking data (e.g. spending, journeys made, preferred starting points and destinations), Usage data (e.g. opening rates and click behavior in the MOIA Apps, websites, and newsletters), Location data (When processing locations, MOIA may use location-based services such as WLAN, GPS, or Bluetooth, which are used for data transmission. Localization only takes place in close proximity to our virtual MOIA stops and inside our MOIA vehicles. The storage of location information is temporary; this data is not used to create movement profiles. Additionally, MOIA may request a “blurred” location when the MOIA App is launched in order to decide which service area is of interest to you. This blurring takes place on your device, so no exact location is transmitted to MOIA. A log of blurred locations is not created.).
Consent is granted for the following marketing channels:
You may withdraw your consent to receiving personalized marketing information at any time with effect to the future. To do so, select the unsubscribe link contained in each e-mail we send out, adjust the privacy settings in the MOIA App, or send an e-mail to firstname.lastname@example.org.
Please note that it can take up to 48 hours to process your withdrawal of consent for technical reasons.
The legal basis for processing your personal information for personalized marketing is your consent (article 6(1)(a) GDPR).
C.9.1 Facebook Custom Audiences (App Marketing)
In order to be able to show you individually adapted advertisements for our service within the social network Facebook, a service of Facebook Ireland Limited, 4 Grand Canal Square, Dublin 2, Ireland ("Facebook"), and on partner pages of Facebook, we work with Facebook Custom Audiences. This allows ads (e.g. banners) to be formulated in such a way that they are tailored precisely to the customer's possible needs. This is initially based on a so-called tagging process. In this process, the so-called advertising identifier (IDFA or GAID) is transmitted from the customer's end device (e.g. smartphone) to Facebook via a specific interface, either automatically or manually, with the involvement of a service provider selected by MOIA. You can prevent the transmission of the advertising identifiers if you activate the option "no ad tracking" for iOS under "Settings" - "Privacy" - "Advertising" or the option "disable personalised advertising" for Android under "Settings" - "Google" - "Ads". You also have the option to delete the advertising identifier at any time in the device settings (iOS: "Reset Ad ID"; Android: "Reset Advertising ID"). A new identification number will then be created for your device, which will not be merged with the previously collected data.
After the advertising identifiers have been transmitted, MOIA creates a list of customers who have taken certain actions with the MOIA app. Only certain predefined actions can be selected (e.g. installation of the MOIA passenger app in the last 30 days). Facebook matches the customers' ad identifier with the ad identifier of people with a Facebook profile, defines certain groups (e.g. group 1: installation in the last 30 days) and then serves ads to these groups. Facebook can also use the data to select other Facebook users whose statistical behaviours are similar to those of our customers or app users (so-called statistical twins, called Lookalike Audience by Facebook). This allows us to reach people with our advertising who do not yet use our service but are very likely to be interested in it. Customers who are not Facebook users cannot be matched by Facebook and will not be shown ads. Furthermore, with your consent, we can manually upload your email address to Facebook in encrypted form (so-called hash process). Facebook then compares whether the transmitted email addresses match existing Facebook customers. If there is a match, these target groups are served ads/campaigns by MOIA on Facebook or on partner pages of Facebook. In connection with Facebook Custom Audiences, we process the following data pursuant to Art. 6 para. 1 lit. a DSGVO: Advertising identifier (IDFA from Apple or GAID from Google) and email address.
If you no longer wish your data to be processed in connection with Facebook Custom Audiences, you can revoke your consent under "Account & Privacy" of the MOIA app (to be found there under the "Profile" option) by switching off the "Personalised Marketing" slider. Of course, you can also contact us accordingly by e-mail (email@example.com) or by sending an informal letter to MOIA GmbH -Data Protection Officer- Alexanderufer 5, 10117 Berlin.
Please note that the revocation and associated changes are only valid for the future and will take effect or be implemented no later than 48 hours after revocation. This is due to technical circumstances that do not allow a faster implementation.
We partner with TikTok to display advertisements on the social media platform and measure the success of advertising campaigns. TikTok, TikTok Technology Limited ("TikTok") and TikTok Information Technologies UK Limited ("TikTok"), act as joint controllers of your personal data. MOIA and TikTok are each responsible for complying with applicable legal requirements and for complying with requests relating to your rights.
The following personal data is processed:
- Individual user identifiers such as Google Advertising ID ("GAID"), Advertiser ID ("IDFA"), Provider ID ("IDFV"), Android ID, IMEI or IP address
- Technical data such as user agent data, device information, operating system and browser data
- General information such as city, country, device language
The processing of your personal data by MOIA is based on your consent according to Art. 6 para. 1 lit. a) DSGVO with the consent in the cookie banner or your consent for personalised marketing in the MOIA app.
MOIA will share your personal data with Adjust to measure the success of our advertising campaigns. You can find all information about our cooperation with Adjust under point C 7.2.
C. 10. More time to walk
In your profile, you can adjust your preferred walking speed. If you activate this setting in your profile, this information will be stored in your account. The processing of this information is used for the fulfillment of the contract according to Art. 6 (1) lit. b GDPR.
C.11. Visual impairment
You can provide information about your visual impairment in your profile so that the drivers are aware of you when you arrive and actively look out for you. In this case, we process this data on the basis of your consent pursuant to Art. 6 (1) a GDPR.