Introduction

At Rabwah, we prioritize your privacy and are committed to ensuring the protection of your personal data when you use our app. Our app provides both food delivery services and ride-hailing services. This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal information across these services. By using the Rabwah app, you agree to the terms outlined in this policy.

1. Who We Are

Rabwah Services Pakistan (Private) Limited (“we”, “us”, or “our”) operates the Rabwah app, which provides food delivery and ride-hailing services. We are responsible for determining how your personal data is processed and ensuring that your data is handled securely.

For any questions regarding data protection, please contact our data protection officer at [your email address].

2. Privacy Is Your Right

You have control over the information you share with us. While certain data is necessary for us to provide our services, you can manage and limit the information you share by adjusting your preferences and settings.

2.1 Cookies & Web-Tracking

You can adjust your device or browser settings to decline cookies and other tracking technologies. This may affect the functionality of our app, including personalized content and offers.

2.2 Direct Marketing

You can opt out of receiving newsletters and promotional messages from us at any time by following the unsubscribe instructions or contacting us directly.

2.3 App Notifications

We may send you in-app or push notifications about new restaurants, deals, or offers if you have activated this feature on your device. You can manage these notifications in your device settings.

3. Your Legal Rights

You have several rights regarding your personal data, including the right to access, correct, or delete your data, and the right to withdraw consent for certain data processing activities.

3.1 Right to Access

You can request information about the personal data we hold about you.

3.2 Right to Rectification

If any of your information is incorrect, you have the right to request corrections.

3.3 Right to Withdraw Consent

You can withdraw your consent for us to process your data at any time. This may affect our ability to provide you with services.

4. Overview of Personal Data We Process

We process various categories of personal data to provide our services, including:

• Profile Data: Name, email address, password, phone number, delivery addresses, age, and interests.
• Delivery Data: Name, delivery address, order details, and contact information.
• Order History: Previous orders, selected restaurants or shops, payment information, and delivery addresses.
• Location Data: Address, city, country, and device location coordinates.
• Device Information: Device ID, operating system, IP address, and access times.
• Customer Care Data: Contact details and any social media identifiers if applicable.
• Marketing Data: Name, email address, phone number, and device ID.
• Payment Data: Payment method and encrypted credit card information.
• Voucher Information: Information related to any vouchers or bonus programs you may use.

5. Detailed Processing Activities and Purposes

We process your personal data in accordance with relevant data protection laws and principles. The processing of your data is essential for us to provide our services, including food delivery and ride-hailing. The key processing activities include:

5.1 Account Creation and Management

When you create an account, we collect your profile data. This data is necessary to create and manage your account, allowing you to log in, place orders, and use our services. You can log in to your profile at any time to update your personal data, such as your name, email address, or phone number, and view your order history.

5.2 Order Processing and Delivery

When you place an order, we store this information in your profile and process it to fulfill the order. This includes sharing necessary details with restaurants, shops, and riders to ensure accurate and timely delivery. Your order history is saved, and you can store items in your cart for later if you accidentally close your browser or app.

5.3 Payment Processing

We collect and process payment data to manage transactions for the services you use on our platform, ensuring secure and efficient payment processing. You can choose to save your payment methods for future use, which will be stored securely and encrypted.

5.4 Customer Support

If you contact us for customer support, we collect and use your customer care data to address your queries and provide assistance.

5.5 Fraud Detection, Safety, and Security

We use data to help maintain the safety, security, and integrity of our services and users. This includes:

• Verifying User Accounts and Identity: We use data such as government-issued identification, profile pictures, and user-submitted photos to verify identities and prevent fraudulent use of our services. For example, we may use facial recognition technology to ensure the person using the account matches the provided identification.
• Preventing Fraud and Unsafe Behavior: We analyze data from devices, location, and transactions to detect and prevent fraudulent activities, unsafe driving, or misuse of our platform. This includes monitoring driver and rider behavior, such as harsh braking or speeding, and taking appropriate actions like sending safety messages or deactivating accounts after human review.
• Providing Live Support: During trips or deliveries, we may use location, phone numbers, and vehicle details to offer real-time support from safety experts.

5.6 Research and Development

We use data for analysis, machine learning, product development, research, and testing. This helps us make our services more convenient, enhance the safety and security of our services, and develop new features.

5.7 Enabling Communications Between Users

We use data to facilitate communication between users, such as enabling a driver to contact a rider or a restaurant to contact a delivery recipient.

6. Marketing and Advertising

6.1 Direct Marketing

If you have consented to receive marketing materials, we may send you offers and surveys via email, SMS, or push notifications. You can opt out of these communications at any time. We also use profiling to personalize marketing content based on your order history and preferences.

6.2 Online Marketing

We engage in online marketing activities to attract new customers to our platform. This includes targeting and retargeting potential customers with relevant ads based on pseudonymous data, such as location, age, and preferences.

6.3 Non-Marketing Communications

We may send surveys or other communications that are not for marketing purposes. For example, we might inform you about elections, referenda, or other political processes that relate to our services.

6.4 Legal Proceedings and Requirements

We use data to investigate or address claims or disputes relating to the use of our services, to comply with legal obligations, and to cooperate with law enforcement and other government authorities.

7. Cookies and Third-Party Technologies

We and our partners use cookies and other identification technologies to authenticate users, remember preferences, analyze site traffic, and deliver personalized content. You can manage your cookie preferences in your browser settings. For more detailed information, please see our Cookie Notice.

8. Data Sharing and Disclosure

We may share your data with third parties such as payment processors, delivery partners, and IT service providers, but only to the extent necessary to provide our services. We ensure that these third parties adhere to strict data protection standards.

8.1 Sharing with Other Users

We share certain data with other users to facilitate services. For example:

• Riders: We may share your first name, rating, and pickup/drop-off locations with drivers.
• Drivers and Delivery Persons: We may share your name, photo, vehicle details, location, and ratings with riders or recipients of your deliveries.

8.2 Sharing at Users’ Request or Consent

We may share data with others at your request, such as sharing your location with a friend or enabling a fare split with another user. We may also share data with business partners for promotions or special services.

8.3 Sharing with Subsidiaries and Affiliates

We share data with our subsidiaries and affiliates to help provide our services or conduct data processing on our behalf.

8.4 Sharing with Service Providers and Business Partners

We use various service providers and business partners to process payments, verify identities, provide customer support, and enhance safety. These entities are bound by confidentiality agreements and data protection standards.

8.5 Sharing with Public Authorities

We may share users’ data if we believe it’s required by applicable law, regulation, operating license, legal process, or governmental request. This includes sharing data with law enforcement officials, public health officials, other government authorities, airports, insurance companies, or other third parties as necessary to enforce our Terms of Service, user agreements, or other policies. In the event of a dispute relating to the use of our services, we may be required to share data, such as trip or order information, with the relevant parties.

8.6 Sharing During Business Transactions

In connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company, we may share your data.

9. Data Security

We take the security of your data seriously and implement appropriate technical and organizational measures to protect it from unauthorized access, loss, or misuse. However, no system is entirely secure, and we cannot guarantee absolute security.

10. Data Retention and Deletion

We retain your data only as long as necessary to fulfill the purposes outlined in this policy. The retention period varies depending on the type of data and the category of user to whom the data relates. For example:

• Account Data: Retained for the life of your account.
• Transaction Data: Retained for seven years if necessary to comply with tax requirements.
• Safety and Fraud Prevention Data: Retained for defined periods, such as one year for incomplete driver applications and seven years for rejected driver applications.

Users may request deletion of their account through the Rabwah app or website. After an account deletion request, we delete the user’s account and data, except as necessary for purposes of safety, security, fraud prevention, or compliance with legal requirements.

11. Choice and Transparency

Rabwah enables users to access and control data we collect through:

• Privacy Settings: Set or update preferences regarding location data collection, emergency data sharing, and notifications in the Rabwah app’s Privacy Center.
• Device Permissions: Control permissions through your device’s settings.
• In-App Ratings: Rate drivers and delivery persons and view your ratings in the app.
• Marketing and Advertising Choices: Manage how your data is used for marketing and advertising.
• User Data Requests: Request access to, changes in, or deletion of your data through our Privacy Center.

12. Legal Information

12.1 Data Controllers and Data Protection Officer

Rabwah Services Pakistan (Private) Limited is the controller of the data processed in connection with the use of Rabwah’s services. You may contact our Data Protection Officer for issues relating to the processing of your personal data and your data protection rights.

12.2 Legal Framework for Data Transfers

Rabwah operates and processes user data globally. This may result in the transfer of your data to countries with different data protection laws. We are committed to protecting your data regardless of where it is processed, including implementing global measures such as data encryption and limiting access to data.

13. Updates to this Privacy Policy

We may occasionally update this policy. If we make significant changes, we will notify users in advance through the Rabwah app or other means. We encourage users to periodically review this policy for the latest information on our privacy practices.

Last updated: 04-09-2024