Privacy Policy

Piqla Ltd - Piqla Platform

Introduction

Welcome to the Piqla Platform, a mobile app-based solution for taxi services offered by Piqla Ltd ("we", "our", or "us"). At Piqla, we are committed to protecting and respecting your privacy. This Privacy Policy outlines how we collect, use, and protect your personal information when you use our services.

This Privacy Policy also applies to PiqDrive, our technology-enabled marketplace service that connects users with independent third-party drivers (“PiqDrive Drivers”). As part of PiqDrive, certain additional personal information may be collected and processed to facilitate connections between users and PiqDrive drivers, manage trips, process payments, ensure service security, prevent fraud, and comply with legal and regulatory obligations.

Information We Collect

When you register and use the Piqla Platform, we may collect the following personal information from you:

• Name
• Gender
• Email address
• Mobile number
• Age
• Rental

When you use PiqDrive as a passenger, we may additionally collect:

• Pickup and drop-off locations
• Trip history and route data
• Payment information (tokenized; we do not store card details)
• Communications with Piqla support
• Ratings and feedback
• Incident reports and safety-related information
• Device information and IP address
• Location data (GPS) while the app is in use

When you register as a PiqDrive Driver, we may collect:

• Identity information (name, date of birth, national ID number)
• Photograph
• Phone number and email address
• Driver's licence details
• Vehicle registration and vehicle documents
• Insurance information (policy number, insurer, expiry date)
• Driving/transport authorisations and permits
• Background-check information (where permitted by law)
• GPS/location data while online and during trips
• Trip history and earnings data
• Ratings, complaints and incident records
• Payment/bank/mobile-money information
• Tax identification information
• Any other required documentation, specified on the application required by law.

How We Use Your Information

We use the personal information we collect to:

• Provide and manage our taxi services
• Process your bookings and payments
• Communicate with you about your bookings and updates
• Improve our services and enhance your customer experience
• To ensure our drivers can seamlessly reach respective pick up and drop off points for your convenience and service
• To provide you history of your travel, your experiences and costs incurred
• Comply with legal and regulatory obligations

We additionally use personal information for PiqDrive to:

• Facilitate connections between users and PiqDrive Drivers
• Enable dispatch, navigation and trip management
• Process payments and settle earnings with PiqDrive Drivers
• Verify driver identity, licences, insurance and vehicle documents
• Conduct background checks and ongoing compliance monitoring
• Detect, investigate and prevent fraud, misuse and unlawful activity
• Investigate accidents, incidents, theft, loss and complaints
• Provide customer support and dispute resolution
• Comply with legal, regulatory, tax and insurance obligations
• Enforce our Terms and Conditions and PiqDrive policies
• Improve platform safety, reliability and user experience

Payment Methods

Within the Piqla app, customers are offered various methods of payment:

• Cash payments
• Mobile money payments
• Debit/Credit card payments

For card payments, customers must enter their card details in the app and save them. This information is used solely to validate the card once through our payment gateway. We do not store any card information on our Piqla Platform. Instead, we save a token ID, ensuring that no customer card information is kept on our platform at any given time, providing complete security.

For mobile money payments, customers can link their mobile money wallet with us. This does not require them to share any secret information, such as a PIN. Customers must share their mobile wallet account number only if they consent to set it as their default payment method.

The same payment methods and security measures may apply to PiqDrive. Piqla may act as a limited payment collection agent for PiqDrive Drivers, particularly in case of wallet payments. Piqla does not store complete card data on its own systems and may use tokenization mechanisms and specialized payment service providers to process card payments.

Information Sharing and Disclosure

We do not sell or rent your personal information to third parties. However, we may share your information with:

• Service providers and partners who assist us in delivering our services
• Law enforcement agencies if required by law
• Other entities in connection with any merger, acquisition, or sale of our assets

For PiqDrive, we may also share personal information with:

• PiqDrive Drivers (limited to information necessary to complete a trip, such as name, pickup location and contact number)
• Insurers and insurance adjusters in connection with accident, injury or property damage claims
• Payment processors and financial institutions
• Regulatory authorities and transport licensing bodies
• Background-check providers and identity-verification services
• Courts, tribunals and dispute-resolution bodies
• Emergency services and law enforcement in the event of an accident, crime or safety incident
• Third-party service providers who assist with platform operations, analytics, fraud detection and customer support

Any sharing of personal data is limited to the information necessary for the specific purpose and is carried out in accordance with applicable law.

Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction. These measures include, but are not limited to:

• Encryption: All sensitive data, including personal and payment information, is encrypted both in transit and at rest using industry-standard encryption protocols.
• Access Controls: Access to personal information is restricted to authorized personnel only, based on their role and responsibilities. We regularly review and update access permissions to ensure that only necessary parties have access.
• Regular Audits: We conduct regular security audits and assessments to identify and mitigate any potential vulnerabilities in our systems and processes.
• Secure Development Practices: Our software development lifecycle incorporates security best practices, including code reviews, vulnerability scanning, and penetration testing.
• Incident Response: We have a comprehensive incident response plan in place to address any security breaches or incidents promptly and effectively, minimizing any impact on your personal information.

However, please be aware that no method of transmission over the internet or electronic storage is completely secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.

For PiqDrive, we additionally:

• Verify driver identity and documents using secure third-party services
• Monitor for GPS manipulation, trip manipulation and fare manipulation
• Retain trip and location data for safety, fraud-prevention and legal-compliance purposes
• Restrict access to driver and passenger data to authorized personnel only
• Conduct regular audits of PiqDrive data-processing activities

Data Retention

We retain personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. For PiqDrive:

• Trip and location data may be retained for up to [X years/months] for safety, fraud-prevention, insurance and legal-compliance purposes.
• Driver documents and verification records may be retained for the duration of the driver's account and for a reasonable period thereafter to comply with legal, tax and insurance obligations.
• Incident reports and accident records may be retained for the period required by applicable law and insurers

Your Rights

You have the following rights regarding your personal information:

• Access - You have the right to request access to your personal information.
• Correction - You have the right to request correction of any inaccurate or incomplete information.
• Deletion - You have the right to request deletion of your personal information, subject to legal and regulatory obligations.
• Objection - You have the right to object to the processing of your personal information under certain circumstances.

For PiqDrive, you also have the right to:

• Withdraw consent for location tracking where processing is based on consent (this may limit your ability to use PiqDrive)
• Request information about how your data is shared with insurers, law enforcement or other third parties
• Lodge a complaint with the relevant data-protection authority in Madagascar.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. We will notify you of any significant changes by posting the updated policy on our app and website.

Contact Us

If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at:

• Email: info@piqla.com
• Address: Piqla Ltd, Piqla Ex Macoma Alarobia 101 Antananarivo Madagascar

Thank you for trusting Piqla Ltd with your personal information. We are committed to protecting your privacy and providing you with a safe and secure service.

Effective Date: 1st Sep, 2024