1. Definitions

In this Privacy Policy, the following terms have the meanings set out below:

1.1 "Account"

A registered user profile on the Ezami Rides Platform, including both rider and driver accounts.

1.2 "App" or "Platform"

The Ezami Rides mobile application, website, and any associated services used to request, provide, or manage rides.

1.3 "Personal Information"

Any information that identifies or can identify an individual, including but not limited to name, email, phone number, location data, payment information, and profile photographs, as defined under POPIA.

1.4 "POPIA"

The Protection of Personal Information Act 4 of 2013, regulating the collection, use, storage, and sharing of personal information in South Africa.

1.5 "Rider"

A user who requests, books, or takes rides using the Ezami Rides Platform.

1.6 "Driver"

A user who provides ride services via the Ezami Rides Platform, including registered drivers with valid licenses and vehicle compliance.

1.7 "Third-Party Service Providers"

Companies or entities engaged by Ezami to provide services such as payment processing, cloud hosting, analytics, or customer support.

1.8 "Processing"

Any operation or set of operations performed on personal information, including collection, storage, use, sharing, or destruction.

1.9 "User"

Any individual using the Ezami Rides Platform, including both riders and drivers.

Responsible Party

Ezami Technologies (Pty) Ltd is the Responsible Party as defined in POPIA and determines the purpose and means of processing personal information.

Contact details are provided in Section 12 below.

2. Personal Information We Collect

We may collect the following categories of personal information:

2.1 Information you provide:

  1. Full name and surname
  2. Mobile number and email address
  3. Identity or verification information (where legally required)
  4. Profile photo (optional)
  5. Payment-related information (processed via secure third-party providers)
  6. Communications with support

2.2 Information Collected Automatically

  1. Device information (model, operating system, app version)
  2. Log data and usage statistics
  3. Location data (real-time and historical during active Rides)
  4. IP address and approximate location

2.3 Driver-Specific Information

  1. Driving licence and permit details
  2. Vehicle registration, insurance, and roadworthy information
  3. Background and compliance verification results (where applicable)

3. Purpose of Processing Information

Ezami Rides collects and processes personal information for legitimate purposes necessary to provide, manage, and improve the Platform while complying with applicable laws, including the Protection of Personal Information Act (POPIA) and the Consumer Protection Act (CPA).

3.1 Account Creation and Management

Personal information is processed to:

  • Create and verify rider and driver accounts;
  • Authenticate users during login and secure access;
  • Maintain account history, trip records, and payment details;
  • Facilitate communication between riders and drivers.

3.2 Facilitation of Ride Services

Information is processed to enable safe and efficient ride-hailing services, including:

  • Matching riders with available drivers based on location and service preferences;
  • Calculating fares and estimating trip duration and distance;
  • Providing navigation, route optimisation, and real-time trip tracking;
  • Managing trip modifications, cancellations, and no-show incidents.

3.3 Payment and Financial Transactions

Personal information is processed to handle payments and fees, including:

  • Processing rider payments and driver earnings through secure third-party providers;
  • Managing refunds, promotional credits, and adjustments where applicable;
  • Maintaining accurate financial records for reporting and auditing;
  • Ensuring compliance with tax and financial regulations.

3.4 Safety, Security, and Fraud Prevention

Data is used to maintain a safe environment for all users:

  • Monitoring trips to prevent unsafe or fraudulent activity;
  • Investigating complaints, incidents, or disputes;
  • Enforcing platform rules and user obligations;
  • Cooperating with law enforcement or regulatory authorities where required by law.

3.5 Customer Support and Communication

Information is processed to:

  • Respond to user inquiries, support requests, or complaints;
  • Send notifications, updates, or reminders necessary for Platform use;
  • Provide relevant promotional, operational, or service information with consent.

3.6 Platform Improvement and Analytics

Personal information may be used to:

  • Analyse usage trends, app performance, and feature effectiveness;
  • Identify areas for service improvements;
  • Enhance user experience, safety, and operational efficiency;
  • Conduct anonymised research or reporting without identifying individuals.

3.7 Legal and Regulatory Compliance

Information may be processed to ensure compliance with:

  • Transport and traffic regulations applicable to ride-hailing services;
  • Consumer protection laws, including CPA obligations;
  • Financial, tax, and auditing requirements;
  • Other statutory obligations under South African law.

4. Lawful Basis for Processing

Ezami Rides processes personal information only when there is a lawful basis under the Protection of Personal Information Act 4 of 2013 (POPIA). Processing is limited to purposes necessary for providing, managing, and improving the Platform, as outlined in Section 3.

4.1 Consent

Where required, Ezami collects and processes personal information based on your explicit consent. This includes:

  • providing personal details during account registration;
  • allowing location tracking during rides;
  • receiving promotional communications and notifications.

Consent may be withdrawn at any time, but this may limit access to certain Platform features.

4.2 Performance of a Contract

Processing personal information is necessary to perform the services agreed to in the Platform’s Terms and Conditions, including:

  • matching riders with drivers;
  • calculating fares and processing payments;
  • facilitating communication and notifications related to trips;
  • managing cancellations, refunds, or disputes.

4.3 Legal Obligation

Ezami may process personal information to comply with legal or regulatory obligations, such as:

  • reporting to tax authorities and transport regulators;
  • retaining financial and trip records for statutory periods;
  • responding to lawful requests from law enforcement or regulatory bodies.

4.4 Legitimate Interests

Ezami may process information based on legitimate interests, provided such interests do not override your rights, including:

  • enhancing Platform security and preventing fraud;
  • improving service quality, app performance, and user experience;
  • conducting anonymised research and operational analysis;
  • maintaining the integrity of user accounts and ratings systems.

4.5 Balancing Rights

Ezami ensures that processing under legitimate interests is proportionate and respects users’ privacy rights under POPIA.

5. Location Information

Ezami Rides collects and processes location information to enable core Platform functionality, ensure user safety, and comply with legal and operational requirements. Location data is treated as personal information under POPIA.

5.1 Types of Location Data Collected

The Platform may collect:

  • Real-time GPS location during active rides;
  • Pickup and drop-off addresses;
  • Approximate location when using location-enabled features outside of trips;
  • Device location information for analytics and service improvement.

5.2 Purpose of Collecting Location Data

Location information is processed for the following purposes:

  • Matching riders with nearby drivers;
  • Providing accurate fare estimates and trip durations;
  • Enabling navigation and route optimisation;
  • Monitoring trips for safety, emergency response, and dispute resolution;
  • Preventing fraudulent activity and unauthorised use of the Platform;
  • Improving overall service efficiency and user experience.

5.3 User Permissions and Control

Users must grant location permissions to use key Platform features. You may:

  • enable or disable location services in your device settings;
  • restrict location access to active trip use only, where supported;
  • note that limiting location access may prevent access to certain features or reduce service functionality.

5.4 Data Retention and Accuracy

Location data is retained only for as long as necessary to fulfil the purposes described above, including:

  • trip records and payment reconciliation;
  • safety monitoring and dispute resolution;
  • legal, regulatory, or audit obligations.

Ezami takes reasonable steps to ensure location information is accurate and up-to-date.

5.5 Sharing Location Data

Location information may be shared with:

  • the driver and rider involved in the same trip;
  • third-party service providers for navigation, analytics, or payment purposes;
  • law enforcement or regulatory authorities where required by law.

Ezami does not sell location data to third parties.

6. Sharing of Personal Information

Ezami Rides respects your privacy and does not sell personal information. Personal data may only be shared in limited circumstances necessary to provide services, ensure safety, and comply with legal obligations.

6.1 Sharing with Other Platform Users

Personal information may be shared with:

  • Drivers and riders involved in the same trip (e.g., name, profile photo, and trip details) for operational purposes;
  • To facilitate communication, pick-up, drop-off, and trip completion.

6.2 Sharing with Third-Party Service Providers

Personal information may be shared with trusted service providers who perform services on behalf of Ezami, including:

  • Payment processors to handle payments and driver payouts;
  • Cloud hosting and storage providers for secure data management;
  • Analytics and software providers to improve Platform performance;
  • Customer support service providers to resolve inquiries or complaints.

6.3 Sharing with Legal and Regulatory Authorities

Ezami may disclose personal information to:

  • Law enforcement or regulatory bodies when required by law;
  • Government authorities for compliance with transport, tax, or consumer protection regulations;
  • During investigations of fraud, unsafe conduct, or other unlawful activity.

6.4 Safeguards and Compliance

All sharing of personal information is conducted in accordance with POPIA and other applicable laws:

  • Third parties receiving personal information are contractually required to maintain its confidentiality and security;
  • Data is shared only to the extent necessary to fulfil the purpose;
  • Cross-border transfers are made only to jurisdictions with adequate data protection or appropriate safeguards.

6.5 User Consent

By using the Platform, users consent to the sharing of personal information as described in this section. Users may withdraw consent where possible, but this may affect the ability to access or use certain features.

7. Cross-Border Transfers

In certain circumstances, Ezami Rides may transfer personal information outside the borders of South Africa. Such transfers are subject to strict safeguards to ensure compliance with the Protection of Personal Information Act (POPIA) and other applicable laws.

7.1 Purpose of Cross-Border Transfers

Cross-border transfers may be necessary for:

  • Hosting and storing data with international cloud service providers;
  • Processing payments through international financial service providers;
  • Providing analytics, technical support, or Platform maintenance services;
  • Regulatory reporting obligations where applicable.

7.2 Safeguards for International Transfers

When personal information is transferred outside South Africa, Ezami ensures that:

  • The recipient country has adequate data protection laws; or
  • Appropriate contractual, technical, and organisational safeguards are in place to protect personal information.

7.3 Limitations

Cross-border transfers are conducted only to the extent necessary for the purposes described in this Privacy Policy. Ezami limits exposure and ensures that recipients use personal information solely for the intended purpose.

7.4 User Consent

By using the Platform, users consent to the transfer of their personal information to service providers located outside South Africa, provided that such transfers comply with POPIA safeguards. Users may withdraw consent, noting that this may affect Platform functionality.

8. Information Security

Ezami Rides implements appropriate technical and organisational measures to protect personal information against loss, unauthorised access, disclosure, alteration, or destruction, in compliance with POPIA.

8.1 Technical Measures

Ezami uses industry-standard technologies and practices to safeguard data, including:

  • Encryption of sensitive personal information in transit and at rest;
  • Secure authentication protocols for user accounts;
  • Regular system monitoring, vulnerability assessments, and software updates;
  • Access controls to limit internal access to authorised personnel only.

8.2 Organisational Measures

Ezami maintains internal policies and procedures to protect personal information, including:

  • Staff training on data protection, privacy, and security;
  • Data handling and retention policies in line with POPIA;
  • Incident response procedures to manage potential breaches or data loss;
  • Regular audits and compliance reviews.

8.3 User Responsibilities

Users are responsible for helping protect their own information by:

  • Maintaining confidentiality of account credentials;
  • Using secure devices and networks when accessing the Platform;
  • Reporting any suspected unauthorised access or security breaches promptly.

8.4 Limitations

While Ezami implements reasonable safeguards, no system is completely secure. Users acknowledge that there are inherent risks in storing and transmitting personal information electronically, and Ezami cannot guarantee absolute security.

9. Data Retention

Ezami Rides retains personal information only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.

9.1 Retention Criteria

Personal information retention is determined based on:

  • Legal and regulatory obligations, including transport, tax, and financial reporting requirements;
  • Safety, security, and dispute resolution needs;
  • Operational requirements, including auditing, account management, and service improvement;
  • Contractual obligations with third-party service providers.

9.2 Data Deletion

When personal information is no longer required for the purposes outlined, Ezami will take reasonable steps to:

  • Delete or anonymise the information securely;
  • Ensure third-party service providers delete or anonymise data in accordance with contractual obligations;
  • Retain only anonymised or aggregated data for statistical or research purposes.

9.3 User Requests

Users may request deletion of personal information, subject to legal, regulatory, or contractual obligations. Requests should be submitted using the contact details provided in Section 13 of this Privacy Policy.

10. Your Rights Under POPIA

As a user of the Ezami Rides Platform, you have certain rights regarding the processing of your personal information, as provided under the Protection of Personal Information Act 4 of 2013 (POPIA).

10.1 Right of Access

You have the right to request access to the personal information that Ezami holds about you. This includes:

  • Details of the information processed;
  • The purpose of processing;
  • Recipients or categories of recipients with whom information has been shared;
  • The source of the information, if not collected directly from you.

10.2 Right to Correction or Deletion

You may request correction or deletion of personal information that is inaccurate, outdated, incomplete, or unlawfully processed. Ezami will take reasonable steps to rectify or remove such data in accordance with POPIA.

10.3 Right to Object

You may object to the processing of your personal information on reasonable grounds relating to your particular situation. Ezami will consider and respond to such objections in line with POPIA requirements.

10.4 Right to Withdraw Consent

Where personal information is processed based on your consent, you have the right to withdraw that consent at any time. Please note that withdrawal may affect your ability to access certain features or services on the Platform.

10.5 Right to Lodge a Complaint

If you believe that Ezami has not complied with POPIA, you may lodge a complaint with the Information Regulator of South Africa. Ezami will also provide support to resolve complaints internally via the contact methods outlined in Section 13 of this Privacy Policy.

10.6 How to Exercise Your Rights

To exercise any of your rights under POPIA, please contact Ezami using the details provided in Section 13. Requests will be handled promptly, and Ezami may require verification of identity before processing requests.

11. Children’s Information

The Ezami Rides Platform is intended for users who are 18 years of age or older. Registration and use of the Platform by persons under 18 is strictly prohibited.

11.1 Collection of Information from Minors

Ezami does not knowingly collect personal information from users under the age of 18. If it is discovered that such information has been collected, it will be deleted promptly in compliance with POPIA.

11.2 Responsibility of Users

By registering and using the Platform, users confirm that they are at least 18 years old. Users must not allow minors to use their account, share credentials, or submit personal information on behalf of someone under 18.

11.3 Reporting Concerns

Any suspected use of the Platform by persons under 18 should be reported to Ezami immediately using the contact details provided in Section 13 of this Privacy Policy.

12. Changes to This Privacy Policy

Ezami Rides may update this Privacy Policy from time to time to reflect changes in the law, regulatory requirements, Platform functionality, or business practices. Users are encouraged to review the Privacy Policy periodically.

12.1 Notification of Material Changes

Users will be notified of material changes through:

  • in-app notifications;
  • email to the address registered with the Platform;
  • posting the updated Privacy Policy on the Platform’s website or app.

12.2 Effective Date of Changes

Changes take effect from the date specified in the notification or on the updated Privacy Policy. Continued use of the Platform after the effective date constitutes acceptance of the updated Privacy Policy.

12.3 User Responsibility

It is the responsibility of users to remain informed about updates. Users who do not agree with the revised Privacy Policy must discontinue use of the Platform and may close their account in accordance with the Terms and Conditions.

13. Contact Information and Complaints

If you have questions, concerns, or complaints regarding this Privacy Policy or the handling of your personal information, you may contact Ezami Technologies (Pty) Ltd using the details below.

13.1 Contact Details

  • Email: support@ezami.co.za
  • Website: www.ezami.co.za
  • In-App Support: Available via the Ezami Rides application

13.2 Lodging Complaints

Users may lodge complaints regarding:

  • Handling of personal information under POPIA;
  • Platform compliance with applicable data protection requirements;
  • Unauthorised use or disclosure of personal data.

13.3 Escalation to the Information Regulator

If a complaint cannot be resolved internally, users may escalate it to the Information Regulator of South Africa for further investigation and enforcement of POPIA rights.

13.4 Response and Cooperation

Ezami aims to acknowledge and respond to complaints promptly. Users are expected to provide accurate information and cooperate during any investigation to ensure effective resolution.