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Version 1.0 · Updated 02.10.2026

Privacy Policy

This policy explains how CARVANA LUXURY MOTOR VEHICLES SERVICES L.L.C. collects, uses, shares and protects personal information when people use Carvana apps, the merchant portal, booking tools and official support channels in the United Arab Emirates.

CARVANA LUXURY MOTOR VEHICLES SERVICES L.L.C. (“Carvana”, “we”, “us” or “our”) operates the Carvana Platform, including its rider app, driver app, merchant portal, booking tools and related support channels. Carvana is based in Dubai, United Arab Emirates. For a booking fulfilled by a separate licensed transport operator or merchant, that provider also uses information needed to arrange, perform, support and document the service and may have its own legal responsibilities.

The booking record identifies the service provider for your trip. We share the information needed to fulfil the booking with that provider and its authorised driver or staff. This policy describes Carvana’s handling of information and the booking-related information we share with providers.

This policy applies when you use the Carvana rider app, driver app, merchant portal, booking tools or official support channels as a customer, driver, merchant or merchant staff member. It also applies when you make a booking inquiry through Carvana’s official website. A payment provider, app store, map service or separate merchant may give you its own privacy notice for processing it controls.

The Platform offers ride bookings and related transport services such as airport transfers and hourly chauffeur bookings when those services are available. Information is processed only for features and services that you use or request. Services not enabled in the Platform are not covered as active services by this policy.

The information we handle depends on your role and the feature you use. It includes:

Account and contact information, such as your name, phone number, email address, account ID, login and verification status.

Booking and trip information, including requested service, pickup and drop-off points, stops, schedule, passenger and luggage details, assigned driver and vehicle, trip status, route-related records, cancellations and support requests.

Location information. Customers may enter a pickup location or allow the app to use device location to set a pickup or find nearby service. Drivers’ location is used while they are available for dispatch or completing a trip to identify nearby drivers, support trip assignment, display progress and create a trip record. Location use depends on device permissions and the app’s online and trip status.

Payment and transaction records, such as amount, payment method type, payment status, cash/card reconciliation and receipt details. Card details are handled by the payment provider or terminal where applicable; the current app design does not integrate directly with the driver’s separate card terminal. Do not send card numbers, PINs, CVVs or one-time codes in chat.

Driver and merchant administration information, including role and access permissions, driver or vehicle assignments, relevant licence or document status, and account activity needed to operate and secure the Platform.

Communications and support information, including messages sent through available in-app or official support channels, complaint details, lost-property reports and records needed to resolve a request. Support staff may review relevant communications when handling a request, safety concern, fraud investigation or legal issue.

Technical and usage information, including device and app details, IP address, service logs, diagnostics, security events and user preferences needed to operate, secure and troubleshoot the Platform.

Please do not send passwords, one-time codes, card numbers, CVVs or PINs through chat or support. If you provide accessibility or safety information, we use it to address your request, support the trip or protect people.

We use personal information for purposes connected to the Platform, including:

Creating and securing accounts, verifying access, and providing customer, driver and merchant features.

Receiving, dispatching, confirming and managing bookings; matching drivers and vehicles; supporting pickup, trip changes, navigation and completion.

Calculating or recording fares and charges, processing payment-related records, reconciling cash and card reports, and issuing receipts or responding to payment questions.

Providing customer support, handling complaints and lost property, reviewing trip records, and investigating safety, fraud or service-quality concerns.

Operating the merchant portal with role-based access and restricting each merchant to its own authorised records.

Maintaining Platform security, preventing misuse, investigating incidents, debugging and improving reliability.

Meeting legal, regulatory, licensing, insurance, tax, accounting and law-enforcement obligations, and establishing or defending legal claims.

We do not use trip or precise location information for unrelated advertising unless we first provide the required notice and obtain any consent required by law.

We process information where needed to provide or prepare the service you request, manage an account or booking, comply with legal obligations, protect a person’s vital interests, or pursue another lawful purpose permitted by UAE law. Where consent is required, we ask for it for the relevant purpose. You may withdraw consent where processing is based on consent; withdrawal does not affect processing already carried out lawfully.

We handle personal information in accordance with applicable UAE data-protection and privacy requirements, including Federal Decree-Law No. 45 of 2021 where it applies, and any mandatory privacy rules that apply to a relevant provider or service.

We share personal information only as needed to provide the Platform, fulfil a booking, support users, protect the service or meet legal obligations. Recipients include:

The licensed transport operator, merchant, driver or authorised staff responsible for arranging, fulfilling, supporting or documenting your booking. Customers receive information needed to identify and coordinate with the assigned driver; drivers and merchants receive information needed to perform and manage the trip.

Technology providers that support the Platform, such as hosting, database and file-storage services, mapping, communications, authentication, customer support, security and diagnostics providers. They may process information on Carvana’s instructions or for their own services, subject to their role and applicable law.

Professional advisers, insurers, auditors and financial institutions where necessary for their services and subject to appropriate safeguards.

Government, regulatory, law-enforcement or emergency authorities where disclosure is required or permitted by law, or needed to protect people, rights or safety.

A successor or buyer in connection with a business reorganisation or transfer, subject to applicable law and appropriate protections.

We do not sell personal information. Merchant users can access only records for their own authorised operations and cannot access another merchant’s customer, driver, trip or report records through the Platform. We require service providers that process information for Carvana to protect it and use it only for the contracted purpose. A transport provider may separately use information to meet its own legal and operational responsibilities.

Carvana and its service providers may store or access personal information in the UAE and in other countries where Platform services are operated. Where information is transferred outside the UAE, we use a transfer route and safeguards permitted by applicable UAE law and require recipients to protect the information.

We retain account information while an account is active and as needed to secure, support and administer it. We retain booking, trip, location and communication records for as long as needed to provide the service, resolve complaints, investigate safety or fraud matters, reconcile payments, meet legal and regulatory record-keeping duties, and establish or defend legal claims. Technical logs are kept for the period needed for security, troubleshooting and legal purposes. When information is no longer needed, we delete it or remove identifying details unless the law requires us to keep it.

We use access controls, role-based permissions, authentication, logging, backups and security monitoring designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. We review and respond to security incidents and notify authorities or affected individuals when applicable law requires it.

Subject to applicable law, you may ask us to confirm whether we process your personal information, provide access to it, correct inaccurate information, erase it in applicable circumstances, restrict or stop certain processing, withdraw consent, object where the law provides that right, or transfer information where legally available and technically feasible. You may also raise a complaint with the competent data-protection authority. Some requests may be limited where we must retain or use information for legal, safety or other lawful reasons.

To make a privacy request, email [email protected] with “Privacy Request” in the subject line or call +971 50 959 4690. We may ask for information to verify your identity and locate the relevant records. We will respond within the time required by applicable law. You can also update account details through the app where that feature is available.

The Platform is intended for adults to create accounts and place bookings. An adult must arrange and supervise any booking for a child. We use information about a child only when needed to arrange the adult’s booking, support the trip, address a safety need or comply with law. Contact us if you believe a child has created an account or sent us information.

The apps and booking tools use technical storage and device functions needed to provide, secure and remember the features you use, such as account sessions, preferences, location permission and service diagnostics. Device settings let you manage location access. Where a website uses cookies or similar technologies, essential technologies support site operation and security; optional technologies will be used only with the notice or consent required by law.

The Platform may connect with map, app-store, communications, payment and other third-party services. Those providers may process information under their own privacy terms for services they provide directly to you. We share only information needed for the relevant Platform feature or booking.

We may update this policy when our services, data practices or legal requirements change. We will publish the current version with its effective date and provide additional notice or obtain consent where required. If a change materially affects how we use information, we will explain the change before it applies where required by law.

The Platform uses automated dispatch to offer ride requests to eligible nearby drivers, expanding the search when needed. A driver’s acceptance and the service provider’s confirmation determine whether a booking proceeds. We may use system-generated alerts to identify unusual activity for review by authorised staff. We do not intend to make solely automated decisions that produce legal or similarly significant effects on you.

Privacy requests and questions: [email protected]. Write “Privacy Request” in the subject line. For customer support, call +971 50 959 4690.

CARVANA LUXURY MOTOR VEHICLES SERVICES L.L.C. | Dubai, United Arab Emirates | Website: carvana.ae

If you are not satisfied with our response, you may contact the competent data-protection authority for the privacy law that applies to your case.

This policy is governed by applicable United Arab Emirates privacy and data-protection requirements. It takes effect on 2 October 2026.