Q. Why am I now receiving notifications from Luup regarding traffic violations?

Luup prioritizes safety and security in providing short-distance transportation infrastructure. As part of our efforts, we operate a “Traffic Violation Point System” to reduce and eliminate traffic violations by users of designated small motorized bicycles (such as electric kick scooters). This system includes measures like suspending the user's access to Luup's designated small motorized bicycles. In cooperation with the police, we also take measures such as issuing warnings or suspending accounts for users who commit traffic violations. This initiative is to ensure everyone can use our service safely, so we appreciate your understanding and cooperation.

Q. Isn't it illegal for Luup to receive user violation information from the police?

No, it is not illegal. This revision is based on the Personal Information Protection Act (https://laws.e-gov.go.jp/law/415AC0000000057) and related guidelines (https://www.ppc.go.jp/files/pdf/240401_guidelines03.pdf). We receive only limited information, taking care to respect customer privacy.

Q. Who specifically are the “third parties other than police” that Luup can receive violation information from?

Primarily, we receive information from prefectural police departments. However, other entities such as road authorities may also be sources of information.

Q. You mentioned that violation information is provided to Luup by the police. Are security measures in place?

The exchange and processing of violation information are conducted on dedicated terminals with sufficient information security safeguards. Unnecessary information is promptly deleted.

Furthermore, access rights to violation information registered in our internal database (used for account management, etc.) are restricted to the minimum necessary personnel.

Q. Is past violation history also provided to Luup?

Information on traffic violations recorded prior to the start of this operation will not be provided. The police will only provide Luup with traffic violations recorded after the start of this operation, specifically those occurring while using LUUP's designated small motorized bicycles (e.g., electric kick scooters).

Q. What happens after violation information from LUUP usage is provided?

When traffic violation information is provided by the police, the following actions are taken based on the “Traffic Violation Point System”:

1.  Verification of violation details (date/time, location, type, vehicle license plate number) and point addition: Violation points will be added to your account based on the provided violation information.
2.  Warning/Notification: If a violation is confirmed, a warning and notification of the point addition will be sent via the app, email, etc.
3. Account Usage Restriction: If violation points reach a certain threshold, the account will be suspended for 30 days. If the account holder is apprehended for any traffic violation within one year after the 30-day suspension period, the account will be frozen indefinitely. Note: For certain serious violations, such as drunk driving, the account will be frozen indefinitely immediately.

Q. Can I appeal a traffic violation determination?

For appeals regarding account suspension, please contact our Customer Support. For inquiries concerning traffic violations issued by prefectural police, please contact the relevant prefectural police department.