Introduction
TWENDE (“we,” “us,” or “our”) is committed to protecting the privacy and security of personal data. This Privacy Policy applies to riders/customers, drivers, and business or corporate users of our Services.
We process personal data in line with applicable data protection requirements in Tanzania, including the Personal Data Protection Act, 2022 and the Personal Data Protection (Personal Data Collection and Processing) Regulations, 2023.
Definitions
Personal Data
Information that identifies, or can be used to identify, an individual directly or indirectly.
Sensitive Personal Data
Categories of personal data requiring enhanced legal protection, including health and biometric information where applicable.
Data Controller
The person or entity that determines the purposes and means of processing personal data.
Data Processor
An entity that processes personal data on behalf of a Data Controller.
Personal Data We Collect
3.1 Information You Provide
Riders / Customers
- Name, phone number, and email address
- Profile photo
- Pick-up and drop-off details
- Trip notes or ride instructions
- Support communications
- Corporate account details, where applicable
Drivers
- Name, phone number, and email address
- National ID/NIDA details for verification
- Driver licence details
- Vehicle registration, permit, and insurance details
- Profile and vehicle photos
- Bank or mobile money payout details, where applicable
3.2 Information Collected Automatically
- Location data (GPS), especially during active trips
- Device information, including model, OS, language, and app version
- Log data such as IP address, timestamps, crash reports, and diagnostics
- Usage data including screens viewed, actions taken, and referral activity
3.3 Information from Third Parties
- Identity and document verification partners, where used
- Payment partners for transaction confirmation
- Marketing partners, limited to campaign performance metrics
Purposes of Processing Personal Data
- To create and manage user accounts
- To match riders and drivers and facilitate trips
- To process fares, refunds, payouts, and reconciliations
- To support safety, fraud prevention, and incident response
- To handle customer support, disputes, and lost-and-found matters
- To improve platform performance through analytics and troubleshooting
- To send operational alerts, service notices, and policy updates
- To conduct marketing activities where permitted or based on consent
Legal Basis for Processing
Performance of a Contract
Processing necessary to provide rides, enable driving services, and operate the platform.
Consent
Processing based on your consent, including certain marketing communications where required.
Legitimate Interests
Fraud prevention, platform security, business operations, and service improvement.
Legal Obligation
Processing required to comply with applicable laws, regulations, and lawful authority requests.
How We Share Personal Data
We do not sell personal data.
- With drivers, to the extent necessary to complete trips
- With riders, to identify the assigned driver and vehicle and support trust and safety
- With payment and payout partners to process transactions
- With contracted service providers for hosting, analytics, and support services
- With regulators or law enforcement where legally required or necessary for safety investigations
- With corporate customers for account administration, receipts, and aggregated reporting where applicable
Location Data
Location data is essential for matching, navigation, trip tracking, safety management, and dispute resolution. Users may manage location permissions through their device settings, although some features may not function correctly without location access.
Data Retention
We retain personal data only for as long as necessary to fulfill the purposes described in this Policy, including operational requirements, safety investigations, dispute resolution, audits, and legal compliance.
Certain records may be retained for longer periods where required by law or reasonably necessary for legal claims or investigations.
Security Measures
- Role-based access controls for staff
- Secure storage and encryption, where applicable
- Audit logs for sensitive actions
- Monitoring for suspicious or unauthorized activity
- Controlled access to incident evidence and sensitive documents
Your Rights
Subject to applicable law, you may have the right to:
- Access your personal data
- Request correction of inaccurate or incomplete data
- Request deletion or erasure where applicable
- Object to or restrict certain processing activities
- Withdraw consent where processing is based on consent
- Lodge a complaint with the relevant authority where applicable
Children’s Privacy
TWENDE is not intended for children. If we become aware that personal data has been collected from a child unlawfully, we will take appropriate steps to delete such information in accordance with applicable law.
International Data Transfers
Where personal data is transferred outside Tanzania, including for cloud hosting or support services, we will implement appropriate safeguards and comply with legal requirements governing cross-border transfers.
Cookies and Similar Technologies
If you use our website, we may use cookies and similar technologies to support functionality, analytics, and site performance. You may control cookies through your browser settings, although some features may be affected.
Contact Us
MOBICOM Telematics Limited
Salamanda Tower, 6th Floor
Dar es Salaam, Tanzania
Email: info@twende.tz
Phone: +255 714 889 882
Submitting a Request
When contacting us, please include your full name, the phone number used on TWENDE, and a clear description of your request.
Updates to This Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updates will be posted on our website or within the app, and the Effective Date will be updated accordingly.
Continued use of the Services after an update takes effect constitutes acknowledgment of the revised Policy.
Short In-App Privacy Notice (Swahili)
Faragha (Muhtasari): TWENDE hukusanya taarifa kama jina, namba ya simu, taarifa za safari, na location kwa madhumuni ya kutoa huduma, kuimarisha usalama, na kurahisisha malipo. Hatuuzi taarifa zako. Unaweza kuomba kuona, kurekebisha, au kuulizia taarifa zako kwa kuwasiliana nasi kupitia info@twende.tz.