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Privacy Policy

How GoSafe protects customer, partner and school transport data.

This policy explains how GoSafe collects, uses, shares and protects personal data when you use our taxi, parcel, bike, school transport, event, club drop-off, pickup point, hospital or emergency mobility services in Kenya.

1. Our commitment

GoSafe is committed to handling personal data lawfully, fairly and transparently. We design our practices to align with the Constitution of Kenya, the Data Protection Act, 2019, the Data Protection Regulations, guidance from the Office of the Data Protection Commissioner (ODPC), and other applicable Kenyan laws for transport, payments, consumer protection and safety.

This policy applies to customers, riders, parcel senders and recipients, drivers, delivery partners, fleet owners, schools, parents, guardians, clubs, event organizers, corporate clients, pickup point partners, website visitors and app users.

2. Data we collect

Account and identity data

  • Name, phone number, email address, profile photo and preferred language.
  • Customer, driver, delivery partner, fleet owner, school, club, event or corporate profile details.
  • National ID, driving licence, PSV or relevant transport credentials where required for partner onboarding and safety checks.

Trip, parcel and service data

  • Pickup and drop-off locations, live trip location, route, timestamps, fare, distance and service type.
  • Parcel sender and recipient information, pickup point details, delivery notes, proof of delivery and tracking events.
  • School route information, authorized parent or guardian contacts, student pickup/drop-off records and school transport instructions.
  • Event codes, guest access details, venue pickup points and trip authorization records.

Payment and transaction data

  • Fare, wallet, refund, commission, promotion, invoice and payment status information.
  • Mobile money or card transaction references. We do not store full card numbers unless handled by a licensed payment provider.

Safety, support and device data

  • Emergency contacts, support chats, call logs, complaint records, incident reports, ratings and reviews.
  • Device identifiers, IP address, app version, operating system, notification token, approximate location and website analytics data.

3. Why we use your data

  • To create and secure user, driver, delivery, school, event and partner accounts.
  • To match customers with nearby taxis, bikes, parcel riders, school vehicles or event vehicles.
  • To process bookings, pickup points, delivery tracking, trip completion, fares, refunds and receipts.
  • To support safety features such as live location, emergency contacts, route visibility, driver verification and incident response.
  • To manage partner onboarding, driver compliance, school transport arrangements, event codes and corporate accounts.
  • To send booking updates, OTPs, receipts, safety alerts, app notifications, service messages and support replies.
  • To prevent fraud, abuse, illegal parcel movement, account misuse, unsafe conduct and unauthorized event access.
  • To improve our website, app, routes, pricing, service availability, customer support and partner performance.
  • To comply with legal, tax, audit, payment, transport, court, regulator and law enforcement obligations in Kenya.

4. Legal basis for processing

Depending on the service, we process data because:

  • You have given consent, for example for location access, marketing notifications or optional profile details.
  • Processing is necessary to provide a ride, delivery, school route, event transport or partner service requested by you.
  • Processing is necessary for compliance with Kenyan law, regulatory requests, taxes, safety or dispute handling.
  • Processing is necessary for legitimate business interests such as fraud prevention, platform security, service quality and partner management.
  • Processing protects vital interests, for example where emergency or hospital movement requires urgent assistance.

5. Children, students and school transport

GoSafe may process student transport information only where a school, parent, guardian or authorized institution has provided the information for school transport coordination. We aim to collect only what is necessary for safe pickup, route visibility, guardian contact, incident response and lawful school transport administration. Parents and guardians may contact us or the relevant school to request correction or deletion of student records where appropriate.

6. Location data

Location data is central to taxi, parcel, bike, school, club, hospital and emergency transport. We use location to show nearby vehicles, assign partners, estimate fares, route trips, track parcels, support pickup points, protect customers and verify completed services. You can disable location permissions on your device, but some GoSafe features may not work correctly.

7. Sharing of data

We may share necessary data with:

  • Drivers, riders, delivery partners, fleet owners and pickup point partners to complete services.
  • Schools, parents, guardians, event organizers, clubs, venues, hospitals or corporate clients where they are part of the requested service.
  • Payment processors, SMS/OTP providers, cloud hosting providers, analytics tools, customer support tools and map/location providers.
  • Professional advisers, insurers, auditors, dispute resolution bodies and debt recovery providers where necessary.
  • Government authorities, regulators, courts, law enforcement agencies or the ODPC where legally required or necessary for safety and compliance.

We do not sell your personal data.

8. International transfers

Some technology providers may store or process data outside Kenya. Where personal data is transferred outside Kenya, we aim to use appropriate safeguards, contractual protections, adequacy measures or user consent as required by Kenyan data protection law.

9. Data security

  • We use account access controls, authentication, encryption where appropriate, activity logs and partner verification processes.
  • We restrict internal access to people who need data to operate, support, secure or improve the service.
  • No digital platform is perfectly secure; users should protect their passwords, OTPs, devices and account access.

10. Retention

We retain personal data only for as long as needed for the purpose collected, including service delivery, accounting, legal compliance, tax, safety, dispute resolution, fraud prevention and audit requirements. We may keep anonymized or aggregated data for service improvement and reporting.

11. Your rights

Subject to Kenyan law, you may request to:

  • Be informed about how your personal data is used.
  • Access personal data we hold about you.
  • Correct inaccurate, outdated or misleading information.
  • Object to some processing or request restriction where applicable.
  • Request deletion of data where retention is no longer lawful or necessary.
  • Withdraw consent for optional processing, without affecting prior lawful processing.
  • Complain to the ODPC if you believe your data rights have been violated.

12. Cookies and website analytics

Our website may use cookies or similar technologies to remember preferences, secure sessions, understand traffic and improve the site. You can manage cookies through your browser settings.

13. Marketing

We may send service updates, offers or partner information by SMS, email, calls, WhatsApp or app notifications where permitted. You may opt out of marketing, but we may still send important service, safety, account and transaction messages.

14. Policy updates

We may update this policy to reflect service, legal, operational or regulatory changes. The latest version will be posted on this website. Continued use of GoSafe after updates means you accept the updated policy.

15. Contact

For privacy requests or questions, contact GoSafe at support@gosafe.ke, call +2540729720087, or write to Nairobi Kenya.