Privacy Policy

We collect account details such as your name, email address, phone number, role, and profile information. Drivers and couriers may also provide vehicle details, including VIN, licence, and service eligibility information.

We collect pickup and drop-off locations, landmarks, directions, GPS coordinates, route, live location while a trip or delivery is active, trip timing, and ride, delivery, courier, store, and package details. For deliveries, this can include the recipient's name and phone number.

We keep payment and wallet records, including deposits, voucher or promo use, fare amounts, tax shown on a fare, payouts, refunds, and payment status. Card payment details are processed by the applicable payment provider and are not stored as full card numbers by Ridelivo.

If you choose WhatsApp notifications or contact us through WhatsApp, we use the phone number and communication details needed to send and manage service updates. We also collect service, device, and security information needed to operate, troubleshoot, and protect Ridelivo.

To protect riders, drivers and payments from fraud and repeat abuse, we record a device identifier for the browser or app you use (and, in the app, the identifier your phone gives to the app), along with your internet address, network and approximate location when you sign up, sign in and book. Device identifiers are stored only in scrambled (hashed) form and are used to spot one person running several accounts.

We use information to create and manage accounts; quote, book, dispatch, track, complete, and support rides and deliveries; process payments and wallet activity; provide receipts and notifications; investigate safety, fraud, misuse, and disputes; meet legal obligations; and improve our services.

Location data is used to find pickup and drop-off points, connect customers with drivers, show active-trip tracking to the people involved, calculate routes and fares, and support dispatch and safety operations.

To keep riders safe, drivers are sometimes asked for a selfie when they go online. As part of our driver safety checks, each selfie is compared automatically with the driver’s profile photo by an automated face-matching service (Amazon Rekognition, operated by Amazon Web Services on our behalf) to confirm it is the same person. These checks are a condition of driving with Ridelivo and apply to every driver. We keep the selfie, the match score and basic photo-quality details for the review — we do not keep a face template. When a selfie doesn’t match, or the check isn’t sure, a Ridelivo team member reviews it, and a person always makes the final decision on any action.

Riders and drivers can ask for Ridelivo verification (the blue tick). To do this you take a photo of a government ID (driver’s licence, passport, national ID or voter ID) and a live selfie with your camera. Amazon Rekognition first checks that each photo shows one clear face, then compares your selfie with the photo on your ID and gives a similarity score. Amazon Rekognition does the comparison and doesn’t keep the images. We keep the result, the score, basic photo-quality details, a fingerprint (hash) of each photo used to spot the same picture being sent twice, and the date and time of each attempt. We do not keep a face template. Your ID photo and selfie are stored privately so that Ridelivo staff can review them; every time staff open them it is recorded. Ridelivo does not read the text on your ID automatically.

Riders: we only compare your photos if you agree to it first, and we record when you agreed and which version of this notice you saw. If you don’t agree, don’t start verification; verification is optional for riders. Drivers: ID verification and its face comparison are part of our driver safety checks and a condition of driving with Ridelivo, like the selfie checks.

The face comparison never approves anyone on its own. A Ridelivo team member always checks your ID and decides whether to give the blue tick, and you are told the reason if it isn’t approved. If the selfie and ID repeatedly don’t match, our team is alerted to check for misuse of the account. We keep ID photos, selfies and results only as long as needed for verification, safety, fraud prevention and our legal obligations; you can ask about access, correction or deletion on the Data Deletion page.

We share the minimum necessary information with the customer, driver, courier, dispatcher, or business involved in a request so the service can be completed. We may also share information with payment providers, communications providers such as WhatsApp, hosting and security providers, professional advisers, and authorities where required or permitted by law.

Ridelivo does not sell personal information. We do not use WhatsApp message content for advertising.

We use administrative, technical, and organizational safeguards designed to protect personal information. No online system can be guaranteed completely secure, so please protect your password and notify us promptly about suspected unauthorized activity.

We retain information for as long as needed to provide the service, maintain records, resolve disputes, protect the platform, and meet tax, accounting, safety, and legal obligations. We may retain or de-identify information where permitted or required.

You can update your contact details and WhatsApp notification preference in your Ridelivo Account. To request access, correction, deletion, or other help with your personal information, visit the Data Deletion page.