Privacy Policy

Last Updated: December 3, 2025

1. Introduction

Welcome to Ailoo's Privacy Policy. Ailoo ("we," "us," or "our") is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, share, and protect your information when you use our mobile applications, website, and related services (collectively, the "Services").

By using Ailoo Services, you agree to the collection and use of information in accordance with this Privacy Policy. This policy applies to all users, including riders, drivers, and visitors to our platform.

2. Information We Collect

2.1 Information You Provide to Us

Account Registration Information:

  • Full name
  • Phone number (verified via WhatsApp OTP)
  • Email address
  • Profile photo (optional)
  • Date of birth
  • Language preference (English or Arabic)

Driver-Specific Information:

  • Driver's license number and expiration date
  • Driver's license photo/scan
  • Vehicle registration information
  • Vehicle insurance details
  • Vehicle photos
  • Bank account information for payments
  • Background check consent and results
  • National ID or Iqama details
  • Tax identification information

Payment Information:

  • Credit/debit card information (processed securely via Stripe or Tap Payment)
  • Knet card details (for Saudi Arabia users)
  • Payment method preferences
  • Transaction history
  • Wallet balance information
  • Billing address

2.2 Information We Collect Automatically

Location Information:

  • Precise GPS location (with your permission)
  • Pickup and drop-off locations
  • Route information and navigation data
  • Driver location during active rides
  • Location history for completed trips

Device Information:

  • Device type, model, and operating system
  • Unique device identifiers
  • Mobile network information
  • IP address
  • Browser type and version
  • App version

Usage Information:

  • Trip details (date, time, route, fare)
  • Service preferences and settings
  • Search history and favorite locations
  • Ratings and reviews
  • In-app messages and chat history
  • Customer support interactions
  • App interactions and feature usage

2.3 Information from Third Parties

  • Background check providers (for drivers)
  • Payment processors (Stripe, Tap Payment)
  • Social media platforms (if you choose to connect)
  • Referral partners
  • Marketing partners

3. How We Use Your Information

3.1 To Provide and Improve Our Services

  • Connect riders with drivers
  • Process ride requests and bookings
  • Calculate fares and process payments
  • Provide turn-by-turn navigation
  • Enable in-app communication between riders and drivers
  • Send real-time ride updates via WebSocket technology
  • Manage subscriptions (rider and driver)
  • Process refunds and resolve payment disputes
  • Improve app functionality and user experience

3.2 Safety and Security

  • Verify driver identity and qualifications
  • Conduct background checks on drivers
  • Monitor for fraudulent or unsafe activity
  • Investigate and respond to incidents
  • Share trip details with emergency contacts (if enabled)
  • Comply with legal obligations and law enforcement requests

3.3 Customer Support

  • Respond to your questions and requests
  • Resolve disputes and complaints
  • Provide technical support
  • Send service-related notifications

3.4 Marketing and Communications

  • Send promotional offers and updates
  • Notify you about new features and services
  • Conduct surveys and research
  • Personalize your experience
  • Send push notifications (with your permission)

3.5 Legal and Compliance

  • Comply with Saudi Arabian laws and regulations
  • Process VAT (15%) and other taxes
  • Respond to legal requests and prevent harm
  • Enforce our Terms and Conditions
  • Protect our rights and property

4. How We Share Your Information

We do not sell your personal information to third parties. We share your information only in the following circumstances:

4.1 With Other Users

  • Riders see: Driver's name, photo, vehicle details, license plate, rating, and real-time location during trip
  • Drivers see: Rider's name, photo, pickup location, destination, and rating
  • Both parties can see trip route and estimated arrival times
  • In-app chat messages are visible to both parties

4.2 With Service Providers

  • Payment processors: Stripe and Tap Payment (for secure payment processing)
  • Cloud hosting: For data storage and app infrastructure
  • SMS/Communication services: WhatsApp for OTP verification
  • Mapping services: For navigation and location services
  • Background check providers: For driver verification
  • Analytics providers: To understand app usage and improve services
  • Customer support tools: To provide assistance

4.3 For Legal Reasons

  • To comply with laws, regulations, or legal processes
  • To respond to lawful requests from government authorities
  • To protect safety and prevent fraud or security threats
  • To enforce our Terms and Conditions
  • To protect our rights, property, or safety

4.4 Business Transfers

If Ailoo is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change and your options.

4.5 With Your Consent

We may share your information with other parties when you give us permission to do so.

5. Data Retention

We retain your personal information for as long as necessary to provide our Services and comply with legal obligations:

  • Active accounts: Data is retained while your account is active
  • Trip records: Maintained for at least 7 years for tax and legal compliance
  • Payment information: Retained according to financial regulations
  • Deleted accounts: Most data deleted within 30 days, except where legally required
  • Driver verification documents: Retained for regulatory compliance
  • Support tickets: Maintained for quality assurance and dispute resolution

6. Data Security

We implement industry-standard security measures to protect your personal information:

  • Encryption: Data is encrypted in transit (HTTPS/TLS) and at rest
  • PCI-DSS Compliance: Payment card data handled according to PCI-DSS standards
  • Secure payment gateways: Stripe and Tap Payment for card processing
  • Access controls: Limited employee access to personal data
  • Authentication: Multi-factor authentication for sensitive operations
  • Regular security audits: Ongoing monitoring and testing
  • Secure WebSocket connections: Encrypted real-time communications

However, no method of transmission over the internet is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

7. Your Rights and Choices

7.1 Access and Update

  • Access your personal information through the app settings
  • Update your profile information, payment methods, and preferences
  • Request a copy of your data by contacting support

7.2 Location Services

  • Control location permissions through your device settings
  • Location is required to use ride services
  • You can disable location when not using the app

7.3 Marketing Communications

  • Opt out of promotional emails using the unsubscribe link
  • Disable push notifications in app settings
  • You cannot opt out of service-related communications

7.4 Account Deletion

  • Delete your account through app settings or by contacting support
  • Account deletion is permanent and cannot be reversed
  • Some data may be retained for legal and safety purposes
  • Deletion does not affect data already shared with other users (trip history)

7.5 Data Portability

You can request a copy of your data in a commonly used format by contacting our support team at privacy@ailoo.co.

8. Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your experience:

  • Essential cookies: Required for app functionality
  • Analytics cookies: Help us understand how you use our Services
  • Preference cookies: Remember your settings and language choice
  • Marketing cookies: Deliver relevant advertisements (with consent)

You can control cookies through your browser settings, but disabling certain cookies may limit functionality.

9. Third-Party Services

Our Services integrate with third-party services that have their own privacy policies:

  • Stripe: Payment processing (Privacy Policy)
  • Tap Payment: Payment processing for Middle East (Privacy Policy)
  • WhatsApp: OTP verification (Privacy Policy)
  • Google Maps: Navigation and mapping services
  • Cloud service providers: Data storage and hosting

We are not responsible for the privacy practices of these third-party services. We encourage you to review their privacy policies.

10. Children's Privacy

Ailoo Services are not intended for children under 18 years of age. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at privacy@ailoo.co, and we will delete such information.

Drivers must be at least 21 years old to use our Services.

11. International Data Transfers

Your information may be transferred to and processed in countries other than Saudi Arabia. These countries may have different data protection laws. We ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy.

By using our Services, you consent to the transfer of your information to other countries as necessary to provide the Services.

12. Regional Privacy Rights

12.1 Saudi Arabia Users

We comply with Saudi Arabia's data protection regulations, including:

  • Personal Data Protection Law (PDPL)
  • Saudi Arabian Monetary Authority (SAMA) regulations for financial data
  • VAT regulations requiring transaction record retention

12.2 European Users (GDPR)

If you are in the European Economic Area, you have additional rights under GDPR:

  • Right to access your personal data
  • Right to rectification of inaccurate data
  • Right to erasure ("right to be forgotten")
  • Right to restrict processing
  • Right to data portability
  • Right to object to processing
  • Right to withdraw consent

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of material changes by:

  • Posting the updated policy on our website and app
  • Updating the "Last Updated" date
  • Sending push notifications or emails for significant changes

Your continued use of our Services after changes take effect constitutes acceptance of the updated Privacy Policy.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

General Support:

support@ailoo.co

In-App Support:

Available through the Ailoo mobile app Help Center

Privacy Highlights

  • ✓We DO NOT sell your personal information to third parties
  • ✓Location data is used only to provide ride services
  • ✓Payment information is encrypted and PCI-DSS compliant
  • ✓You can access, update, and delete your data at any time
  • ✓We comply with Saudi Arabia data protection laws
  • ✓WebSocket communications are secure and encrypted

By using Ailoo Services, you acknowledge that you have read, understood, and agree to this Privacy Policy.

© Ailoo 2026. All rights reserved.

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