privacy policy
⁸By accessing or using the Services, you confirm that you have read this Privacy Notice in full and understand that information collected by mshwark in accordance with this Privacy Notice may be used in accordance with Applicable Laws, this Privacy Notice and our End User or Captain Terms of Use.
1. Scope and Application
2. Collection of Information
3. Use of Personal Data
4. Sharing of Personal Data
5. Automated decision taking
6. Storage of Personal Data
By accessing or using the Services, you confirm that you have read this Privacy Notice in full and understand that information collected by Mshwark in accordance with this Privacy Notice may be used in accordance with Applicable Laws, this Privacy Notice and our End User or Captain Terms of Use.
.If you are an End User, we collect Personal Data that you provide directly to us through your access or use of the Services, such as when you:
create or modify your account for use of any of our Services;
access the Mshwark Platform;
request Services on your behalf or on behalf of others;
contact Mshwark customer support;
complete user surveys or provide feedback; or
otherwise communicate with us.
The Personal Data collected in these processes may include your:
name;
email address, from which we can also deduce your place of employment when sharing an enterprise/corporate email address;
phone number;
addresses that you ask Mshwark to store in your profile for future reference;
payment method;
residential address;
payment information, including your preferred payment method, on condition that Mshwark uses a third-party PCI-compliant vendor to process and store credit and debit card information;
images/video, including photos or videos submitted to verify your identity such as through facial verification technologies;
identification card (copy) and the information included on it, including but not limited to your gender, date of birth, nationality, profession and/or image; and
other information which we reasonably require or that you choose to provide.
Personal Data of children under
18 years of age
Careem does not knowingly collect, keep or maintain Personal Data from children, as the Careem Platform may only be used by persons older than 18 Gregorian years and individuals who can form legally binding contracts under applicable law.
If you book a ride or use another of our Services on behalf of a child under the age of 18 Gregorian years then we might indirectly collect information about that child. Each time you are booking a ride or using another of our Services on behalf of a child under the age of 18 Gregorian years you represent and warrant to us that:
you have the legal right to do so on behalf of the child;
you have the legal right to provide consent on the child's behalf to the collection and use of that child's Personal Data by us; and
you provide that consent to us by continuing to book the ride or using our Services on behalf of the child to the fullest extent possible under the applicabl.e laws.
.Captains
.If you are a Captain we collect Personal Data you provide directly to us through your access or use of the Services, such as when you:
request to create or modify your account for use of any of our Services as a Captain;
attend a Mshwark or third party premises to onboard as a Captain;
access the Careem Platform;
contact Mshwark customer support;
complete user surveys or provide feedback; or
otherwise communicate with us.
The Personal Data collected in these processes may include your:
name;
email address;
phone number;
postal address;
date of birth;
gender;
images/video, including photos or videos submitted to verify your identity such as through facial verification technologies;
identification card (copy) and the information included on it;
residency card (copy) and the information included on it;
driving licence (copy) and the information included on it;
reference letter;
payment information, including your preferred payment method and bank account details, on condition that Mshwark uses a third-party PCI-compliant vendor to process and store credit and debit card information;
self-contractor registration documentation (copy);
insurance documentation (copy) and the information included on it;
tourism licence (copy) (if required under Applicable Laws) and the information included on it;
taxi licence or public transport driver permit (copy) (if required under Applicable Laws);
proof of non-conviction record (if required under Applicable Laws);
evidence of health or fitness to provide services (if required under Applicable Laws); and
other information which we reasonably require or that you choose to pr.ovide.
.When we collect sufficient Personal Data from you in order to open an account for you, we will generate an account number known as your “Mshwark Account ID”. The Mshwark Account ID is unique to you and is used by us to identify you across our various Services and geographies.
Please note that if you choose not to provide us with some of this Personal Data, or request that we erase some or all of it, we may not be able to provide you with our Services at all, or provide it to the same standard we can if we are using that Personal Data.
B. Information We Collect Through use of Our Services
End Users and Captains
When you access or use our Services, either as an End User or Captain, we collect information, some of which will constitute Personal Data. In some cases, we collect this data through cookies, pixels, tags, and similar tracking technologies that create and maintain unique identifiers. Such information may include your:
mobile network information;
mobile operating system;
mobile application crash reports;
mobile application features and applications used;
time zone setting;
device location;
Transaction-related information;
Information on safety-related incidents;
browsing history information (i.e. any third party services you accessed or used prior to using our Services); and
registration history information.
If you are an End User we may also collect:
details of the specific Service you have requested;
specific requirements in respect of an order you make via our Services;
Captain feedback you choose to provide;
your specific location at the time you are accessing or using our Services;
the time and date of your booking of the Service, either at that time or at a time in the future;
your booked or actual destination;
your trip route;
the third party supplier you have used, for example which Merchant Partner you have placed an order from; and
the Personal Data of individuals on whose behalf you access or use our Services, for example, when you book a ride for others or request the delivery of a Product to or from a friend.
If you are a Captain we also collect:
any End User feedback you choose to provide;
details of any journeys you have made or services you have provided;
your trip route;
the time and date of any bookings you accepted, rejected or cancelled.
We also use GPS technology to determine your current location. For Captains, GPS technology may be used when the Mshwark application is running in the background and foreground, whether the Captain is online or offline. For End Users, GPS technology will only be used when the Careem application is active in the foreground of your phone’s applications or during a Trip.
Some of our location-enabled Services require your Personal Data for the feature to work. By accepting the terms of this Privacy Notice you are agreeing to the use of GPS technology when relevant to the use of our Services. Use of GPS is a setting that you can switch on and off from your phone device settings at any time.
C. Information We Collect From Other Sources
End Users and Captains
We may also receive information, including Personal Data, from other sources and combine that either with Personal Data we receive from you or collect through our Services. For example:
We may receive information from your employer (or similar entity) if your employer (or similar entity) participates in any of our enterprise/corporate solutions
If you choose to link, create, or log in to your Mshwark account with a payment provider or social media service (e.g., Facebook), or if you engage with a separate app or website that uses our API (or whose API we use), we may receive information about you or your connections from that site or app;
We may get information from our Affiliates on whether you have been blocked from providing services on or blocked from making use of the Affiliates’ services; and
We may obtain Personal Data from third parties who help us verify an individual’s identity and background information for legal, regulatory, anti-money laundering, safety, and security purposes. This can include screening against sanctions lists, lists of politically exposed persons and relatives/close associates of such persons, and adverse media.
If you are an End User we may also:
collect information about you from your employer, if your employer uses one of our enterprise solutions; and
receive ratings by Captains after they have provided services to you.
If you are a Captain we may also:
receive ratings by End Users after you have provided services to them;
if you also interact with our Services in another capacity, for instance if you are both an End User and a Captain or if you make use services by one or more of our Affiliates, we may combine or associate that information;
receive information relating to you from a third party company with which we contract, if you are a Captain that is employed by or contracted with a third party company;
receive information from your insurance, vehicle, or financial services providers;
obtain any additional information on you, as required, from publicly available sources or governmental authorities.
3. Use of Personal Data
End Users and Captains
We may use Personal Data collected in the manners described above to:
Provide, maintain, and improve our Services
Perform internal administration and operations, including to conduct data analysis, testing, and research; to monitor and analyze usage and activity trends; and to troubleshoot software bugs and operational problems
Send or facilitate communications (i) between End Users and Captains, such as estimated times of arrival (ETAs), or (ii) at your direction, between you and a contact of yours in connection with your use of certain features, such as referrals or invites;
Send you communications to you, including administrative or Service-related messages, receipts and other communications we think will be of interest to you, including information about existing and/or new products, services, promotions, news, and events of Mshwark and other companies, where permissible and according to Applicable Laws;
Process contest, sweepstake, or other promotion entries and fulfill any related awards;
Allow you to participate in interactive features of our Services;
Keep our Services safe and secure, including screening Captains and End Users before enabling their use of our Services and at subsequent intervals, including through reviews of background checks, where permitted by law, to help prevent use of our services by unsafe Captains and/or End Users;
Prevent, detect, and combat fraud or unsafe activities, including by using device, location, profile, usage, and other data;
Personalize and improve the Services, including to provide or recommend features, content, social connections, referrals, and advertisements;
Using End User and Captain ratings and feedback to encourage compliance with Mshwark Terms of Use and as grounds for deactivating Captains with low ratings or who otherwise violated such guidelines in certain countries;
Locate you if you use the alert button within the Mshwark mobile application; and
To ask you about your experience using our Services, including about a particular Captain.
Captains only
We may use Personal Data collected in the manners described above to:
In certain regions, using information derived from the Captain’s license photos, and other photos submitted to Mshwark, for safety and security purposes. This includes a real-time ID feature, which prompts you to share a selfie before going online or while online to help ensure that the individual using our app matches the Captain account we have on file. This also includes comparing photographs that we have on file against photographs (i) of other users to prevent identity-borrowing, and (ii) from public databases to verify user identity; and
Offer, obtain, provide, or facilitate insurance, vehicle, invoicing or financing solutions.
4. Sharing of Personal Data
Depending upon the purposes for which we have collected your Personal Data, we may share your Personal Data:
End Users and Captains
We may share your Personal Data:
With Mshwark Affiliates;
With third parties that we use to carry out work on our behalf or to perform a contract we enter into with them, including:
Google, in connection with the use of Google Maps in Mshwark Platform (see Google's privacy policy for information on their collection and use of data).
social media companies, including Facebook, in connection with Mshwark's use of their tools in the Mshwark Platform (see Facebook's privacy policy for information on their collection and use of data);
vendors who help us verify identity, background information, or who screen users in connection with sanctions, anti-money laundering, fraud or know-your-customer requirements. In some cases, these service providers may retain identity documents that are suspected to be fraudulent for the purpose of identifying fraud in the future;
cloud storage providers;
payment processors and facilitators;
marketing partners and marketing platform providers, including social media advertising services, advertising networks, third-party data providers, and other service providers that help us understand you better as a user and measure advertising effectiveness;
research partners, including those performing surveys or research projects in partnership with Mshwark or on Mshwark's behalf;
vendors that assist Mshwark to enhance the safety and security of our Services;
consultants, lawyers, accountants, and other professional service providers;
airports, including when required by airport authorities as a condition of operating on airport property;
telecommunications companies, utility providers and other third parties to offer to you and enable you to buy prepaid services or pay for postpaid services you obtain from them;
e-Commerce providers to enable to you to purchase goods and services from them through Mshwark PAY.
financing partners; and
financial institutions, such as banks we partner with to offer joint products.
With third parties where you choose to pay bills as part of our Mshwark Pay services;
With financial institutions that we have partnered with to provide the Mshwark Pay service;
With third parties to market their products or services to you if you have agreed to receive promotional updates;
If we otherwise notify you and you consent to the sharing;
With third parties in an aggregated and/or anonymized form which cannot reasonably be used to identify you;
With law enforcement officials, financial regulators, anti money laundering agencies, government authorities, public health officials, competent authorities or other third parties: (i) to enforce or apply our Terms of Use; (ii) to investigate potential breaches of these terms or applicable laws or if we believe your actions are inconsistent with our Terms of Use; (iii) to protect the rights, property, or safety of Mshwark or others; or (iv) if we believe disclosure is in accordance with, or is otherwise required by any applicable law, regulation, operating license or agreement, legal process or governmental requests, or where the disclosure is otherwise appropriate due to safety or similar concern;
With a claims processor or an insurer to provide any necessary information (including your contact information) if there is a complaint, dispute or conflict, which may include an accident, involving you and another party and such information or data is necessary to resolve the complaint, dispute or conflict; and
With third parties in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.
End Users only
We may share your Personal Data:
At your request, such as when you agree to share your ETA and location with a friend;
With Captains, to enable them to provide the Services you request. For example, we share your name and pickup and/or drop-off locations with Captains;
With Merchant Partners and/or their point-of-sale providers for order fulfillment, delivery, communications and marketing purposes. In some cases, including when the Merchant Partner is self-delivering the Order to you, we will provide your information to that Merchant Partner in a similar manner as if you had placed the order for Services directly with the Merchant Partner;
With third parties to provide you with a service you requested, including bill payment services and services that you may have requested through a partnership or promotional offering made by a third party or us;
With third parties with whom you choose to let us share your Personal Data, including other applications or websites that integrate with our API or Services, or those with an API or service with which we integrate;
With Hala in the manner identified in this Privacy Notice; or
With your employer (or similar entity) if your employer participates in any of our enterprise/corporate solutions.
Captains only
With End Users, to enable them to identify you and your vehicle;
With any Merchant which you are collecting an order on behalf of an End User;
With your employer or the third-party transportation company your Captain account is associated with; and
With insurance companies or providers of fleet financing solutions whose product offerings we consider may be of interest to you.
5. Automated decision taking
We use personal data to make automated decisions relating to use of our Services, such as to:
Determine Captains and End Users ratings, and deactivating where there are low ratings;
Match available Captains to End Users requesting services based on availability, proximity, and other factors;
Enable dynamic pricing, in which the price of a ride or the delivery fee is determined based on constantly varying factors such as the estimated time and distance, the predicted route, estimated traffic, and the number of Captains and End Users using Mshwark at a given moment; and
Flag Captains and/or End Users who are identified as having engaged in fraud, unsafe activity, or other activities that may harm Mshwark and/or others.
Mshwark performs the above activities on the grounds that they are necessary to fulfill our obligations to users under our Terms of Use or other agreements with users, or on the grounds that they are necessary for purposes of the legitimate interests of Mshwark, its users and others.
7. Storage of Personal Data
We will store and retain your Personal Data for the period of time necessary for the purpose for which the data has been collected, unless the nature of the purpose changes in which case the retention period may be extended or shortened.
Apart from the purposes for which we collect your Personal Data, we also store and retain this Personal Data to preserve the integrity of our databases, to carry out on-going Services on your behalf, for research, analytics and statistics purposes and to ensure compliance with applicable laws and regulations.
Following an account deletion request (where warranted in accordance with the data subject rights referred to below), we will erase or archive from active use the Personal Data of the individual to which the requirement or request relates, unless we are required to retain it due to legal or regulatory requirements, for purposes of safety, security, and fraud prevention, or because of an issue relating to your account such as an outstanding credit or an unresolved claim or dispute.
How to delete the account
From the log out menu, you will find the Delete Account button, through which your account will be deleted