Effective date: 1 October 2026
This Privacy Policy explains how SaferOnline (“SaferOnline”, “we”, “us”, or “our”) collects, uses, shares, and protects personal information when you use our rider (customer) mobile application, websites, and related services in Pakistan (together, the “Services”).
By creating an account, verifying your phone number, or using the SaferOnline rider app, you agree to this Privacy Policy. If you do not agree, please do not use the Services.
1. Who this policy covers
This policy primarily covers riders / customers who use SaferOnline to book bike rides, car/cab trips, parcel deliveries, and commercial transport. Separate practices may apply to captain (driver) partners and admin staff; those users should also review any partner-specific notices provided in their apps.
2. Information we collect
2.1 Account and profile information
When you register or update your profile, we may collect:
- Full name
- Mobile phone number (required for OTP login and trip communication)
- Email address (optional)
- Password (stored in hashed form)
- Profile photo (if you upload one)
- Referral code and referral relationships
- In-app preferences such as theme settings
2.2 Location information
To match you with nearby captains, calculate routes and fares, and enable live trip tracking, we collect location data when you use the rider app, including:
- Your device location while searching for or taking a trip
- Pickup and drop-off addresses and coordinates
- Saved places (for example Home or Work)
- Trip route and status updates during an active booking
You can control location permissions in your device settings. Without location access, core features such as nearby matching and live tracking may not work.
2.3 Booking and trip information
When you book a ride, parcel, or transport order, we collect:
- Service type (ride, parcel, transport/freight)
- Pickup/drop details, package or cargo notes you provide
- Fare estimates, bids, counter-offers, and final amounts
- Assigned captain and vehicle details shown in the app
- Trip status timeline, cancellations, and OTP confirmation events used for safety and handover
- Ratings, tags, and feedback you submit after a trip
2.4 Wallet, payments, and promotions
To operate your in-app wallet and offers, we may process:
- Wallet balance and ledger/transaction history
- Top-up requests via supported payment methods (for example Stripe or bank QR / transfer)
- Payment screenshots or proof images you upload for bank recharge verification
- Promo code usage, reward points, and redemption activity
- Referral rewards linked to your account
We do not store full card numbers on SaferOnline servers when a third-party payment processor handles card payments. Bank transfer proofs are reviewed by authorised operations staff to credit your wallet.
2.5 Safety and emergency contacts
If you add trusted emergency contacts, we store the contact names and phone numbers you provide so you can share trip progress or request help during a ride. We also process SOS / safety-related signals and support reports you submit about a trip.
2.6 Support communications
When you contact support or open an in-app ticket, we collect the category, description, attachments, and message history needed to investigate and resolve your issue.
2.7 Device and technical information
We may collect device tokens for push notifications, app version, approximate device/OS information, IP address, and diagnostic logs needed to keep the Services secure and reliable.
2.8 Information from captains and operations
During a trip, captains and our operations team may see limited rider details needed to fulfil the booking (for example name, pickup/drop locations, and contact information). Captains may also submit ratings or reports related to your trip.
3. How we use your information
We use personal information to:
- Create and secure your rider account, including OTP verification
- Dispatch, match, track, and complete rides, parcels, and transport bookings
- Show nearby captains, fare options, and bidding/counter-offer flows
- Process wallet top-ups, trip payments, refunds, promos, and reward points
- Enable safety features such as live tracking, emergency contacts, and SOS support
- Provide customer support and investigate disputes or fraud
- Send service notifications (trip updates, OTP codes, wallet status, support replies)
- Improve app performance, pricing accuracy, and product features
- Comply with applicable laws, valid legal requests, and platform safety requirements
4. How we share information
We do not sell your personal information. We may share limited data with:
- Captain partners — name, contact details, pickup/drop information, and trip status needed to complete your booking
- Payment and messaging providers — processors, banks, SMS/OTP, or push notification services that help us operate the Services
- Service providers — hosting, analytics, cloud storage, and support tooling under confidentiality obligations
- Emergency contacts — only when you use features that share trip progress or safety alerts with contacts you added
- Authorities — when required by law, court order, or to protect the rights, safety, or property of riders, captains, SaferOnline, or the public
- Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to appropriate safeguards
5. Location data practices (rider app)
For riders, location is used mainly while the app is in use to find captains, set pickup/drop points, and track active trips. We retain trip location history as part of your order records for safety, dispute resolution, accounting, and legal compliance. You can delete saved places from the app at any time.
6. Cookies and website data
Our websites and web portals may use cookies or similar technologies for session management, preferences, and basic analytics. You can control cookies through your browser settings. Disabling cookies may limit some website features.
7. Data retention
We keep personal information only as long as needed for the purposes described in this policy, including:
- Active account and profile data while your account remains open
- Trip, wallet, and support records for a period required for safety, fraud prevention, tax/accounting, and legal claims
- OTP and temporary verification data for short operational windows
When you request account deletion, we delete or anonymise personal data that is no longer required, except information we must retain under law or for legitimate safety and financial records.
8. Security
We use administrative, technical, and organisational measures designed to protect personal information, including encrypted transport (HTTPS/TLS), hashed passwords, access controls for staff, and restricted handling of payment proofs and support attachments. No method of transmission or storage is completely secure; please protect your device and do not share OTP codes with anyone.
9. Your choices and rights
Subject to applicable law, you may:
- Access and update profile details in the rider app
- Manage saved locations and emergency contacts
- Control device location and notification permissions
- Request correction of inaccurate personal data
- Request deletion of your account and related personal data (subject to legal retention needs)
- Opt out of non-essential marketing messages where offered
To exercise these rights, contact us using the details below. We may need to verify your identity before fulfilling a request.
10. Children’s privacy
SaferOnline rider Services are intended for users who can form a binding contract under applicable law (generally 18 years or older). We do not knowingly collect personal information from children. If you believe a minor has created an account, contact us so we can take appropriate action.
11. International processing
SaferOnline operates primarily for users in Pakistan. Your information may be processed on servers or by service providers in Pakistan or other countries where our infrastructure or vendors operate. We take steps reasonably designed to protect information consistent with this policy.
12. Changes to this policy
We may update this Privacy Policy from time to time. The “Effective date” or “Last updated” date on this page will change when we do. Material updates may also be notified in the rider app or by other reasonable means. Continued use of the Services after an update means you accept the revised policy.
13. Contact us
If you have questions about this Privacy Policy or your personal data, contact SaferOnline:
- Email: [email protected]
- Phone: +92 51 111 723 371
- Address: Blue Area, Jinnah Avenue, Islamabad, Pakistan
Related documents: our Terms of Service and Safety Guidelines.