Marbella Ride ("Marbella Ride," "we," "us," or "our") is a ride-hailing platform operated by Marbella Ride. This Privacy Policy explains how we collect, use, share, retain, and protect information about passengers, drivers, and visitors who use our mobile applications, website, and related services (collectively, the "Services").
By using the Services, you acknowledge that you have been provided this Privacy Policy. Where consent is legally required, we will request it separately. This Policy does not replace permissions requested by your device operating system.
1. Information we collect
Depending on your role and the features you use, we may collect:
- Account and profile details: name, telephone number, email address (if provided), profile photo (if provided), login credentials or authentication identifiers, and account preferences.
- Ride and booking details: pickup and drop-off points, requested and completed rides, booking times, estimated and actual fares, routes, trip status, cancellation details, ratings, feedback, and support conversations.
- Location information: precise or approximate device location, pickup and destination coordinates, and location updates needed for matching, navigation, trip progress, and safety features, subject to device permissions.
- Driver information (where applicable): driver profile, vehicle details, license and registration information, verification records, and documents required for onboarding or compliance.
- Payment and transaction information: fares, payment method type, payment status, receipts, refunds, and payment transaction references. If a payment processor is used, it may process additional payment details under its own privacy terms.
- Technical and usage information: device model, operating system, app version, IP address, device identifiers, log data, error reports, and interactions with the Services, where collected.
- Communications: messages, reviews, complaints, inquiries, and other information you provide when communicating with us or with another participant through the Services.
We may receive information directly from you, automatically through the application and its integrated tools, and from parties involved in a trip, identity verification, customer support, or payments.
2. Location information
Location is central to providing ride-hailing services. With the permissions required by your device, we may use location information to identify nearby drivers, set pickup locations, estimate trip distance and fares, provide navigation, track trip progress, and improve safety or investigate trip-related issues.
Passengers: location may be accessed while using location-dependent features, including requesting or taking a ride. You may enter pickup and drop-off locations manually where the app supports it.
Drivers: the driver application may need location updates while a driver is online, accepting requests, or completing trips. If the driver app collects location in the background, that use must be prominently disclosed in the app and reflected accurately here and in the app-store disclosures.
You can manage location permissions in your device settings. Disabling location access may prevent some features from working correctly.
3. How we use information
We use personal information as necessary to:
- Create and secure accounts, authenticate users, and manage profiles.
- Match passengers with drivers, arrange rides, send trip updates, and enable navigation.
- Calculate fares, facilitate payments, process refunds, and maintain transaction records.
- Respond to support requests, investigate complaints, and resolve disputes.
- Prevent fraud, protect users, enforce applicable terms, and improve service safety.
- Maintain, troubleshoot, analyze, and improve app performance and functionality.
- Send necessary service-related notifications. We will seek any required consent before sending optional marketing communications.
- Comply with applicable legal, regulatory, and recordkeeping duties.
5. Legal bases for processing
Where required by applicable law, processing may be based on providing the service you request or performing a contract, complying with legal obligations, protecting legitimate interests such as service security and fraud prevention, or your consent for particular optional activities. You may withdraw consent where processing depends on it, without affecting earlier lawful processing.
6. Data retention
We keep personal information only for as long as reasonably necessary for the purposes described in this Policy, including operating accounts, providing requested rides, maintaining financial records, resolving disputes, preventing abuse, and meeting legal requirements. Retention periods vary by data category and applicable obligations. When information is no longer needed, we will delete it, anonymize it, or otherwise handle it as permitted by law.
After an account deletion request, certain records may be retained for legal, tax, fraud-prevention, safety, or dispute-resolution purposes where permitted or required by law. Such records will not be retained longer than necessary for those purposes.
7. Data security
We use reasonable technical and organizational measures intended to reduce the risk of unauthorized access, disclosure, alteration, or loss of personal information. However, no internet-based service or storage system can guarantee absolute security. Please protect your account credentials and notify us if you suspect unauthorized use.
8. Your choices and privacy rights
Subject to applicable law, including Ethiopia's Personal Data Protection Proclamation No. 1321/2024 where applicable, you may have the right to request access to your information, correction of inaccurate information, deletion, restriction or objection to certain processing, withdrawal of consent, and other rights provided by law.
To make a request, contact support@marbellaride.com. We may need to verify your identity before fulfilling a request. You may also adjust your device permissions and communication preferences, subject to availability of those controls.
9. Account deletion and data deletion
You can request deletion of your Marbella Ride account and associated personal information by using the account deletion feature in the app (where available) or by emailing support@marbellaride.com with the subject Account Deletion Request and identify the phone number or email associated with your account.
We will verify and process requests in accordance with applicable law. Deleting an account does not necessarily remove information that must be retained for legal, financial, safety, or dispute-related reasons; when retention is necessary, we will limit further use of that information as appropriate.
10. Storage and international transfers
Our service providers and technical infrastructure may process information in locations outside the country where you live. Where personal information is transferred internationally, we will seek to comply with applicable data protection, localization, transfer, and security requirements. The actual hosting locations and transfer arrangements used by Marbella Ride should be confirmed before publication.
11. Children's privacy
Marbella Ride accounts are intended for users who meet the minimum age requirements under applicable law and our service terms. We do not knowingly solicit personal information directly from children in violation of applicable law. If you believe a child has provided information improperly, contact us so we can review and take appropriate action.
12. Third-party services and links
The Services may contain links to outside sites or use services provided by mapping, payment, hosting, and other vendors. Their privacy practices may differ from ours. Please review any applicable third-party privacy policies. This Policy describes Marbella Ride's handling of information and does not replace third-party notices.
13. Changes to this Privacy Policy
We may update this Policy to reflect changes to the Services, technology, legal requirements, or our data practices. When we update it, we will change the “Last updated” date above. Where required, we will give additional notice or request consent for material changes.
14. Contact us
Operator: Marbella Ride
Business address: Addis Ababa, Ethiopia
Privacy requests: support@marbellaride.com
Customer support: support@marbellaride.com
For privacy-related questions, complaints, and data requests, use the privacy email address above.