Privacy Policy

We collect what the service needs in order to work, and no more. These are the categories in full:

Account information

• Name and phone number — your phone number is your login identity and is required.
• Email address and profile photo — both optional.
• Preferred interface language and city.
• For captains, additionally: vehicle details, driving licence, and the registration and insurance documents you upload for approval.

Phone verification

• A verification code sent by SMS, stored hashed rather than in plain text.
• Attempt count, expiry time, and delivery status from the SMS provider — to diagnose “the code never arrived” and to prevent abuse.

Location information

• Coordinates and addresses for pickup and drop-off, and the zones and governorates you select.
• Places you save yourself (home, work, and others), and any nearby landmark you type in.
• For captains: their location while on shift and while running a job, including a point-by-point record of the trip route.

Order and trip information

• Request type (parcel or ride), the parcel description you write, and whether you marked it fragile.
• Distance, duration, price and fare breakdown, and any promo code applied.
• Order status and stage timestamps (accepted, arrived, started, delivered), and the cancellation reason if cancelled.
• The rating and review you leave after the service.

Payment information

• Your chosen payment method, in-app wallet balance, and wallet transactions.
• For card payments: we receive a token from the payment provider along with the card brand, last four digits, and expiry. The full card number and security code never reach our servers and are not stored by us.
• For bank transfers: the transfer details you upload for confirmation.

Communications

• Chat messages between you and your captain inside an order, and any photos attached.
• Support tickets and the messages within them.
• Notifications sent to you and their read status.

Health-related information

If you use the pharmacy ordering service, the prescription image you upload is stored and made available to the pharmacy fulfilling your order. This is sensitive data, and it is only uploaded by an explicit action from you.

Device and technical information

• Push notification token, platform (iOS or Android), app version, and interface language.
• Standard server logs when our APIs are called (request time, path, and response code).

Safety and fraud prevention

• Emergency (SOS) alerts you send and your location at the time.
• Cancellation and usage patterns that may be flagged for manual review.
• A record of operations-team actions taken on your account or order.

We do not collect your contacts, your photo library, or your files — only what you explicitly upload inside an order or a support ticket.

• Running the service: creating your request, matching it to nearby captains, delivering price offers, and tracking it through to delivery.
• Pricing and billing: calculating the estimate and final fare and its breakdown, applying promo codes, and settling captain and vendor payouts.
• Operational communication: order status notifications, verification messages, and support replies.
• Safety: responding to emergency alerts, investigating complaints, and reviewing trip incidents.
• Preventing fraud and abuse: detecting suspicious accounts and orders and protecting users and captains.
• Improving the service: understanding demand patterns at the zone level to improve coverage and pricing.
• Legal compliance: retaining the financial records we are required to keep and responding to lawful requests from competent authorities.

We do not sell your personal data, we do not rent it, and we do not use it for third-party targeted advertising.

Location is core to the service: without it there is no way to set a pickup point, guide a captain to you, or show progress. So we set out its use separately.

In the customer app

• Location permission is requested when you set a point on the map, to show your current position and suggest an address.
• We do not track your location in the background, and we do not collect it when the app is not open.
• You can decline the permission and keep using the app by setting points manually on the map or choosing a saved place.

In the captain app

• Location is collected while on shift and while running a job, including in the background, so that the captain is visible to customers and order progress can be followed.
• The trip route is recorded point by point for proof of completion, dispute resolution, and safety incident review.
• Collection stops when the shift ends.

You can withdraw location permission at any time in your phone’s system settings. Withdrawing it in the captain app means requests can no longer be received or completed.

With captains

• Before a request is accepted: the captain sees only the two points, the distance and the estimated price — not your name and not your number.
• Once the job is assigned to them: they see your name, phone number and drop-off address, which is what they need to complete the delivery and reach you if necessary.

With vendors

If your order is from a shop, restaurant or pharmacy, the vendor receives what they need to prepare it: the order contents, your name, your notes, and the prescription if you uploaded one.

With service providers

• SMS provider: your phone number and the verification code text.
• Push notification service (Firebase Cloud Messaging by Google): your device push token and the notification content.
• Online payment provider: transaction data — card details are entered with them directly, not with us.
• The hosting and database provider the platform runs on.
• Mapping services, to display the map and turn coordinates into addresses.

These providers are not permitted to use your data for any purpose other than the one it was given to them for.

For legal reasons

We may disclose data where we are legally required to, or to protect the rights and safety of users and captains, or to investigate fraud or abuse.

• Account data: kept for as long as your account exists. On deletion the account is deactivated and detached from your identity — see the account deletion page for details.
• Order, trip and financial records: kept as long as needed for accounting and tax obligations and dispute resolution, even after account deletion, and detached from your personal data as far as possible.
• Verification codes: expire within minutes and are consumed on use.
• Trip routes and chat messages: kept attached to the order record for as long as a dispute may be raised on it.
• Push tokens: deactivated on logout or when the service rejects the token.

• Traffic between the apps and our servers is encrypted over HTTPS.
• Passwords are stored using a one-way hash, as are verification codes — we cannot read them back.
• Sessions are signed, and every session on an account can be invalidated immediately on deletion or suspected compromise.
• Access to user data from the operations dashboard is restricted by role and written to an audit log.

No system is absolutely secure. We take reasonable care, and we ask you to protect your device and the verification code sent to you.

• Access: you can see your account data and order history inside the app.
• Correction: you can change your name, email, photo and addresses from the account screen.
• Deletion: you can delete your account from inside the app at any time — see the account deletion page.
• Withdrawing permissions: you can revoke location or notification permissions in your phone’s system settings.
• Objection and enquiry: you can write to us about any use of your data.

To ask about your data or request a copy of it, use the Support section inside the app or the channels on the support page.

The service is not directed at anyone under 18, and we do not knowingly collect their data. If we learn that an account belongs to a minor, we deactivate it and delete their personal data. If you are a parent or guardian and believe your child has created an account, contact us to have it removed.

The platform operates in Palestine, and data may be processed and stored on the servers of the hosting and service providers named above, outside the country. Where that happens, we work with providers that commit to reasonable data protection safeguards.

We may update this policy as the service or legal requirements change. The “last updated” date at the top of this page changes with every revision, and where a change is material we notify you inside the app before it takes effect. Continuing to use the service after that date means you accept the revised version.

For any question about this policy or about your data, contact Qareeb:

• Or through the app: the “More” tab → “Support”.