Privacy Policy

Effective date: 08-23-2026 · Version: 1.1 · Contact: support@drivio.pk

---

1. Who we are

Drivio (Private) Limited ("Drivio", "we") operates the Drivio app — a marketplace for standard rides, pool rides, and hourly vehicle rentals in Pakistan. This policy explains what personal data we collect, why, how long we keep it, and your rights. It applies to Customers, Riders, and admin portal users.

2. Data we collect

2.1 All users

Data	Source	Purpose
Mobile phone number	You, at sign-up	Account identity; OTP verification; contact about your trips
Name, profile photo (optional)	You	Display to your counterpart in a trip
Roles and account settings	You / generated	Operate the dual-role account
Wallet balance, transaction ledger	Generated by our payment system	Payments, escrow, refunds, commission, fraud prevention, accounting
Ride records (pickup/destination, times, fare, status, counterpart)	You / generated	Provide and document the service; disputes; safety
In-app chat messages (per ride)	You	Rider–customer coordination during a trip; dispute evidence
Device push token	Your device	Trip notifications
Technical logs (app events, errors)	Generated	Reliability and security

2.2 Location data

• Customers: pickup location (GPS, with your permission) and destination you enter, per booking.
• Riders: continuous GPS while you are online or on a trip, published to our realtime backend and shown live to the matched customer. Broadcasting stops when you go offline.
• Map display: to render in-app maps, the coordinates being displayed (pickup, destination, and live rider location) are sent from your device to Google Maps Platform (map tiles and Static Maps images). Your device's operating-system geocoder is used to convert between addresses and coordinates.

2.3 Riders only (KYC / verification)

To activate the Rider role we collect and an administrator manually reviews:

• CNIC (front and back images)
• Driving licence image
• Vehicle registration document image
• Police character certificate (no-FIR certificate) image
• Photograph, vehicle details, selected services and rental pricing

Legal basis: performance of the Rider agreement and our legitimate interest / legal duty in passenger safety and provider verification.

2.4 What we do NOT collect

No payment card numbers (wallet top-ups occur via the payment provider when a gateway is integrated; card data stays with the provider). No contacts, no advertising identifiers, no background location for Customers, no biometric data.

3. How we use data

1. Provide the services: matching, live tracking, chat, payments, escrow, refunds.
2. Safety and trust: Rider verification, admin document review, incident investigation.
3. Legal compliance: financial record-keeping, responding to lawful requests.
4. Service communication: OTPs and trip notifications (not marketing unless you opt in separately).
5. Improvement and debugging using technical logs.

We do not sell personal data and do not use it for third-party advertising.

4. Sharing

Recipient	What	Why
Your trip counterpart	Name, photo, phone-mediated contact via app, live rider location, vehicle details (rider→customer)	Delivering the booked trip
Google Firebase (Google LLC)	All platform data (see §6)	Cloud infrastructure — our data processor
Google Maps Platform (Google LLC)	Pickup/destination coordinates and live rider location shown on a map	Rendering map tiles and Static Maps images — service provider
Payment gateway (when integrated: e.g. JazzCash / EasyPaisa / Stripe)	Top-up transaction data	Processing payments
Drivio administrators	KYC documents, users, rides, payments records	Verification, support, oversight
Authorities	What the law requires	Legal obligation

KYC documents are never visible to other users — only to you and authorised administrators.

5. Security

• All money records (wallets, transactions, payments) are locked against client modification; payment settlement records are inaccessible to any app user.
• KYC images are stored with access restricted to the owner and administrators.
• Data in transit is encrypted (TLS); Firebase encrypts data at rest.
• Access to production data is limited to authorised personnel via role claims.

No system is perfectly secure; we will notify affected users and authorities of any breach as required by applicable law.

6. International transfer

Our processors are Google Firebase and Google Maps Platform (both Google LLC); data may be stored or processed on Google servers outside Pakistan (primary database region asia-south1, Mumbai, India; the realtime location feed is hosted in us-central1, United States). Google is bound by its data-processing terms. By using the Platform you consent to this transfer as needed to provide the service.

7. Retention

Summarised here; the full schedule is in the Data Retention & Deletion Policy:

• Account/profile: life of the account + 90 days after deletion request.
• Ride and chat records: 12 months after the ride, then deleted or anonymised.
• Financial ledger: 6 years (statutory accounting/tax requirements).
• KYC documents: while the Rider role is active + 12 months, or 30 days after a rejected application.
• Live GPS points: transient; not retained beyond the trip context.

8. Your rights

You may, via the app or by emailing support@drivio.pk:

• access a copy of your data;
• correct inaccurate data;
• delete your account and data (subject to statutory retention of financial records);
• withdraw location permission at any time in device settings (the services cannot function without it while booking/driving);
• complain to the relevant data-protection authority.

We respond within 30 days.

9. Children

The Platform is for users 18+. We do not knowingly collect children's data; accounts found to belong to minors are removed.

---

10. Rider and Customer conduct — the limits of our responsibility

10.1 We are an intermediary, not a transport provider. Drivio operates a technology platform that puts Customers in touch with independent Riders. Drivio does not own the vehicles, does not employ, supervise, direct or control any Rider, and is not a party to the transport, delivery or rental contract that is formed directly between the Customer and the Rider. Riders are self-employed independent contractors. Nothing in this policy or in your use of the Platform creates an employment, agency, partnership, joint-venture or franchise relationship between Drivio and any user.

10.2 Verification is a screening measure, not a guarantee of future conduct. Before a Rider account is activated we collect and manually review the Rider's CNIC, driving licence, vehicle registration, photograph and a police character certificate (no-FIR certificate), as described in §2.3. These checks confirm the documents presented to us at the time of application. They are a point-in-time screening measure only. They are not, and must not be relied upon as, a warranty, guarantee or assurance by Drivio of any Rider's honesty, competence, safety or future behaviour. Drivio does not have the powers of a law-enforcement or licensing authority and cannot detect an intention to commit an offence.

10.3 No responsibility for criminal or wrongful acts of users. To the maximum extent permitted by the laws of the Islamic Republic of Pakistan, Drivio is not liable and accepts no responsibility for any criminal, unlawful, negligent, reckless, fraudulent or otherwise wrongful act or omission committed by a Rider, a Customer, a passenger or any other user of the Platform, whether committed during a trip, a rental, a courier or pickup-and-drop job, or before or after it. This expressly includes, without limitation:

• theft, robbery, snatching, pickpocketing, or misappropriation of money, luggage, goods, a mobile phone or any other property;
• assault, battery, kidnapping, abduction, unlawful confinement or physical violence;
• harassment, stalking, intimidation, threats, abusive or discriminatory behaviour, and sexual harassment or assault;
• rash, negligent or drunk driving, traffic offences, road-traffic accidents, personal injury or death;
• damage to, misuse of, or failure to return a rented vehicle, and any fine, challan, impounding or penalty incurred during a rental period;
• transportation, possession or concealment of narcotics, weapons, contraband, stolen goods or any unlawful item;
• fraud, impersonation, forged or altered documents, misuse of another person's account, cheating on fares, or extortion;
• any offence under the Pakistan Penal Code 1860, the Prevention of Electronic Crimes Act 2016 (PECA), the Control of Narcotic Substances Act 1997, provincial motor-vehicle law, or any other applicable law.

Liability for such acts rests solely and exclusively with the individual who committed them. The affected party's remedy is against that individual, and Drivio does not indemnify any user against the acts of another user.

10.4 What we will do. Although Drivio is not responsible for the acts described in §10.3, we take safety seriously. On receiving a credible report we will: suspend or permanently ban the account concerned; preserve the relevant ride, chat, location and payment records; and provide those records, together with the KYC documents on file, to the police, courts or other competent authority on lawful request or lawful process, and cooperate with any investigation. We may make such a disclosure without your prior consent where the law requires it or where we consider in good faith that disclosure is necessary to prevent or investigate a crime or to protect the safety of any person. See also §4 (Sharing) and §8 (Your rights).

10.5 Report crime to the authorities first. Drivio is not an emergency service and cannot dispatch help. In an emergency, contact the authorities first and directly — Pakistan: 15 (Police), 1122 (Rescue), 1091 (Women's helpline) — and then notify us at support@drivio.pk so that we can preserve evidence and act on the account.

10.6 Assumption of risk. Road travel, riding as a pillion passenger on a motorcycle, handing goods to a courier and renting a vehicle carry inherent risks. By using the Platform you acknowledge those risks and accept that you use the service, and travel with or transact with another user, at your own risk. You are responsible for taking ordinary precautions: verifying the Rider, vehicle and number plate against what the app shows before boarding or handing over goods, using the in-app trip-sharing and live-tracking features, not carrying valuables you are not willing to risk, and not leaving property unattended in a vehicle.

10.7 Insurance. Drivio does not provide, and this Platform does not constitute, any insurance cover for you, your journey, your goods or the vehicle. Riders are required to hold the insurance required by law for their vehicle and use; obtaining, maintaining and claiming under that insurance is the Rider's own responsibility. Any voluntary assistance Drivio may give with an insurance claim is a goodwill gesture and creates no obligation or admission of liability.

10.8 Lost property. Property left in a vehicle remains the responsibility of its owner. Drivio may pass a message between a Customer and a Rider to help recover it, but does not take custody of, search for, guarantee the recovery of, or accept liability for lost, damaged or stolen property.

11. Disclaimers, limitation of liability and indemnity

11.1 Service provided "as is". The Platform, and all content, listings, fare estimates, arrival times, maps, routes and Rider information shown in it, are provided "as is" and "as available", without warranty of any kind, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, accuracy, or non-infringement. We do not warrant that the Platform will be uninterrupted, error-free, secure, free of viruses, or that a Rider or a Customer will be available at any given time or place.

11.2 User-supplied information. Names, photographs, vehicle details, addresses, listings, prices and messages are supplied by users. Drivio does not verify the accuracy of user-supplied content beyond the KYC review described in §2.3 and is not responsible for content that is inaccurate, misleading, offensive or unlawful. Report such content to support@drivio.pk.

11.3 Exclusion of indirect loss. To the maximum extent permitted by law, Drivio, its directors, officers, employees, contractors, agents and licensors are not liable for any indirect, incidental, special, punitive or consequential loss, or for loss of profit, revenue, business, opportunity, goodwill, anticipated savings, or loss or corruption of data, however arising, whether in contract, tort (including negligence), statute or otherwise, and whether or not we were advised of the possibility of that loss.

11.4 Cap on liability. To the maximum extent permitted by law, Drivio's total aggregate liability to you for all claims arising out of or connected with the Platform in any twelve (12) month period is limited to the greater of (a) the total commission Drivio actually earned from your transactions in that period, or (b) Rs 10,000.

11.5 Nothing excluded that cannot be excluded. Nothing in this policy excludes or limits liability that cannot lawfully be excluded or limited under the laws of the Islamic Republic of Pakistan, including liability for death or personal injury caused by our own proven negligence, for our own fraud, or under applicable consumer-protection legislation. Where any exclusion or limitation is held unenforceable, it applies to the maximum extent permitted, and the remaining provisions continue in force.

11.6 Indemnity. You will indemnify, defend and hold harmless Drivio, its directors, officers, employees and agents against all claims, demands, proceedings, losses, damages, fines, penalties, legal costs and expenses arising out of or connected with: (a) your breach of this policy, the Terms of Service, the Community Guidelines or the Rider Partner Agreement; (b) your violation of any law or of any third party's rights; (c) any criminal or wrongful act or omission by you; (d) for Riders, your provision of transport, courier, pickup-and-drop or rental services and the condition, roadworthiness, registration and insurance of your vehicle; and (e) any tax, duty or statutory contribution payable in respect of your earnings. This does not apply to the extent the claim is caused by Drivio's own proven negligence or wilful misconduct.

11.7 Force majeure. Drivio is not liable for any failure or delay in performance caused by an event beyond its reasonable control, including internet, mobile-network, GPS, electricity or cloud-provider outage, cyber-attack, act of God, flood, earthquake, epidemic, fire, war, terrorism, riot, strike, protest, road closure, curfew, or any act, order, suspension or restriction of a government, regulator or court.

11.8 Third-party services. The Platform depends on services operated by third parties, including Google Firebase and Google Maps Platform (Google LLC), push-notification services, SMS/WhatsApp/email delivery providers, and payment gateways. Their handling of data is governed by their own terms and privacy policies, and Drivio is not responsible for their acts, omissions, outages, pricing or data practices. See §4 and §6.

11.9 Survival. Sections 10 and 11, and any other provision that by its nature should survive, continue to apply after you stop using the Platform or your account is deleted or terminated.

12. Governing law, disputes and severability

12.1 This policy is governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

12.2 Please contact support@drivio.pk first — most matters are resolved informally. Where a dispute is not resolved within 30 days of written notice, it will be referred to the courts at Karachi, which have exclusive jurisdiction, subject to any mandatory right you have to approach a consumer court or a data-protection authority.

12.3 A dispute between a Customer and a Rider is between those two parties. Drivio may, at its sole discretion and without accepting liability, mediate, adjust a wallet entry, apply a refund under the Refund & Cancellation Policy, or hold funds pending investigation. Doing so is not an admission that Drivio is a party to their contract or responsible for their conduct.

12.4 Severability and waiver. If any provision of this policy is held invalid or unenforceable, it is severed and the remainder continues in full force. A failure or delay by Drivio in enforcing any provision is not a waiver of it.

12.5 Read together. This policy is to be read together with the Terms of Service, the Refund & Cancellation Policy, the Community Guidelines, the Data Retention & Deletion Policy and, for Riders, the Rider Partner Agreement. Where those documents contain further disclaimers or limitations of liability, they apply cumulatively and not by way of restriction.

13. Changes

We will notify material changes in-app before they take effect and update the version/date above.

14. Contact

Drivio (Private) Limited House No. 42/A, Survey No. 331, Saleem Housing Society, Malir Halt, Karachi, Pakistan Data protection contact: support@drivio.pk