Privacy Policy

Last updated: December 2022

This Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use the Service and tells You about Your privacy rights and how the law protects You.

We use Your Personal data to provide and improve the Service. By using the Service, you agree to the collection and use of information in accordance with this Privacy Policy.

The term “you” or “your” refers to the passenger or rider who requests, hires and/or receives a transportation service through their Fares app account.

Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Rasan Arabia for Information and Technology, 6901King Abdulaziz Rd. Al Maseef Dist Unit No 421 Riyadh 12467-2484 Short Address: RHYB6901 Kingdom of Saudi Arabia.

Application means the software program provided by the Company downloaded by You on any electronic device, named FARES.

Account means a unique account created for You to access our Service or parts of our Service.

Service Providers: an individual who provides a transportation service (driver) for a set price.

1. Personal data we process

We only process information that we need, so we can provide you with the best service on our transportation marketplace.

Contact details: things like name, phone number and e-mail address. For some of our services we might require a little more, like your home address.
Profile information: things like your profile picture, saved addresses, language and communication preferences. For some of our services we might require a little more, like your driver license details.
Geolocation: such as where you need a ride from, or the location of nearby scooters to you, the time, the journey progression and the final destination of your trip.
Payment information like the amount charged and the payment card used.
Communication and correspondence records such as when you engage with our in-app chat, or speak with our customer service agents.
Limited identification data of the device, like the IP address, on which the Fares app has been installed
Data about the usage of the transportation services: things like data about journey status, times and data about your conduct as assessed by drivers.
Data related to communication through instant messages directly in the Fares app ("Chat with Driver" option): date and time of the communication and its content.
Other user-generated content such as photos of parked e-vehicles.

2. Purpose of the processing

We process your personal data so we can provide you with one or more of our transportation services:

We connect you with a driver, help find you or hire a vehicle: We collect and process personal data for the purpose of connecting passengers with drivers so you can be picked up and dropped off; or to show you where our nearest available hire-vehicles are located, such as our cars. Instant messages directly in the Fares app are processed in order to provide service and customer support (including resolving disputes between driver and rider), for security purposes as well as to improve our products and services, and for analysis.
We get you to where you want to go: We display geolocation data and the phone number of passengers to drivers when ride-hailing to enable efficient pick-up and drop-off, and make the journey and route transparent. This data is collected only when the Fares app is activated. The collection of geolocation data stops after closing the Fares app. In some countries drivers cannot see passengers' phone numbers; the driver sees an altogether different number which temporarily diverts to the passenger's phone number meaning the driver and passenger can still communicate.
We make sure your journey goes smoothly: We use geolocation data to make sure you get to your destination and resolve quality issues related to our services. We also need to know where you choose to drop off a hire-vehicle so we can bill correctly, recharge batteries and maintain our fleet.
We make sure the app is optimal: We use contact details to notify passengers and riders of updates to the Fares app so you can keep using our services. We also gather limited data from the device that you use to connect you with our internet, mobile and telephone services, and to help keep your account safe through authentication and verification checks.
We make sure your ride is the quickest, cheapest and most convenient to you: We collect data on the routes taken by our passengers and riders to analyze geographic coverage. This lets us do things like improve recommendations to the drivers about the most efficient routes, and helps us make sure that our hire-vehicles, like our scooters, are in the most convenient locations for customers.
We collect your payment: We obtain payment details to process passenger payment on behalf of drivers for ride-hailing. And we process payments through Fintech distributions.
We maintain and promote standards: We collect data about journey statuses, time and passenger ratings from driver feedback to encourage user safety, promote compliance with our terms and conditions, and make sure we’re providing a quality and enjoyable service to everyone. Customer support data and correspondence is collected for the purposes of feedback, and resolving disputes and service quality issues.
We keep you informed: Your name, phone number, profile image and email address will be used to communicate with you for things like letting you know that your journey has been completed, sending you trip confirmation slips and receipts, and letting you know about important service updates such as when bad weather suspends the hiring of our services.
SMS Gateways: Phone numbers might be shared with third-parties for authentication purposes and for providing you with new offers.

3. Legal Basis

We are allowed to use personal information in the ways described above if we have a proper reason to do so. We always make sure we have a good reason for doing anything with your data.

Personal data is generally processed in order to provide the services contracted through the Fares app with you. This means that to give you the service we promised you, and to meet our terms and conditions, we’ll process your personal data to meet those obligations.
We generally in other circumstances process your personal data relying on legitimate interest grounds. Legitimate interests include our commercial interests in providing an innovative, personalized, safe and profitable service to our passengers and partners, unless those interests are overridden by other interests. Our legitimate interests also include things like investigating and detecting fraudulent payments and other malicious activities, maintaining the security of our network and systems, and responding to suspected or actual criminal acts.

We may from time to time rely on alternative legal bases when:

it is necessary to comply with a legal obligation such as for processing data when the law requires it, including, for example, if there is a valid legal request to disclose personal information to a third party such as a Court or regulatory authority;
to protect your vital interests, or those of others, for example in the event of an emergency or an imminent threat to life; or
you have given us clear consent to do so for another specific purpose in which you have been fully informed.

If you choose not to give us personal information it may prevent us from fulfilling the contract with you, or stop us doing something expected of us in law. It may also mean that we cannot operate your account. For example, we collect and process the personal data submitted by you in the course of installing and using the fares app; refusing to share geolocation data via the App means we cannot direct a driver to your location for pick-up, nor can we show you one of our own vehicles close to you for hire. We will not be able to fulfil our obligations to you in other circumstances, for example, should you refuse to undertake an identity verification check to ensure the integrity of your account, then the account may be suspended or blocked to prevent fraud.

4. Recipients

We only work with trusted partners and authorities. We only share when there is a proper reason to do so. We limit sharing to only that which is required. We do not sell your personal information.

The personal data of the passenger is only disclosed to the ride-hailing drivers when they engage with a ride on in the Fares app; in such a case, the driver will see the name, profile image and phone number (in some countries the number is masked) and geolocation data of the passenger.
After providing the transportation service, the name and the telephone number (in some countries the number is masked) of the ride-hailing passenger will remain visible to the driver for 24-48 hours. This is necessary for drivers to resolve any issues with the passenger like getting something special back to you which might have been left in the car.
Feedback given by passengers regarding the quality of the ride-hailing service is anonymous. Your rating is private between you and Fares.
Depending on the location of the passenger, the personal data may be disclosed to the Fares group companies and partners (local subsidiaries, representatives, affiliates, agents etc). Processing of personal data by Fares and partners will occur under the same strict conditions as established in this privacy notice.
In some circumstances we are legally obliged to share information with external recipients. For example, under a Court Order or where we cooperate with a data protection supervisory authority in handling complaints or investigations. We can also respond to requests, such as those from law enforcement agencies, when we have a good-faith belief that the response is required by law in that jurisdiction or furthers a public interest task, affects users in that jurisdiction, and is consistent with internationally recognized standards. In any scenario, we’ll always satisfy ourselves that we have a lawful basis on which to share the information, and we’ll make sure that we document our decision.

5. Security and access

Fares has implemented administrative, physical, and electronic measures designed to protect your information from unauthorized access, modification, and unavailability. Fares will comply with applicable law in the event of any breach of the security, confidentiality, or integrity of your Personal Data and, where we consider appropriate or where required by applicable law, notify you via email, text or conspicuous posting on the Websites in the most expedient time possible and without unreasonable delay, insofar as it is consistent with (i) the legitimate needs of law enforcement or (ii) any measures necessary to determine the scope of the breach and restore the reasonable integrity of the data system.

Although guaranteed security does not exist either on or off the Internet, we make commercially reasonable efforts to make the collection and security of such information consistent with this Policy and all applicable laws and regulations.

Where Fares has given you (or where you have chosen) a username, login or password which enables you to access certain parts of the Websites and/or the Apps, you are responsible for keeping this information confidential. Fares asks you not to share a username, login, or password with anyone, and not to reuse the same password across multiple websites.

Fares restricts access to your Personal Data to individuals who need access to it in order to process it on Fares’s behalf. These individuals, where employees, are bound by confidentiality agreements and Fares will take appropriate action (which may include disciplinary proceedings) in the event Fares finds that its employee(s) has failed to meet standards in looking after your Personal Data. Fares cannot accept any liability for employees or agents acting outside the normal course of their employment or the terms of their agency agreement, or for captains or any third-parties with whom your Personal Information may be shared who act outside of the terms of our contracts with them.

We will retain your Personal Information only for as long as necessary to fulfil the purpose(s) for which it was collected and to comply with applicable laws.

In general, this means that we store your data throughout the existence of your account with us or for as long as is otherwise required to deliver our Services, except where we have a lawful basis for saving it for an extended period of time (for instance, after fully executing a contract, we may still have a legitimate interest in using your contact details for marketing purposes). We also retain the data we need for the execution of pending tasks and the data we need to investigate and realize your complaints or queries, or our legal rights and our claims, as well as certain data that we must store for a legally mandatory period of time. When certain data is only saved due to a legally mandatory preservation term, the processing of it by us is limited, even where you do not specifically request this.

6. Your rights and controls

We want you to stay in control of your personal data. Fares provides you with controls through the app where you can view your personal information including your profile data and trip history. We also offer in-app settings like marketing opt-ins, and transparent cookie consent controls on our website.

Your right of access

You can access your personal data via the Fares app. You have the right to ask us for copies of your personal information. There are some exemptions, such as when we have to balance the rights of others, which means you may not always receive all the information we process.

Your right to rectification

You can access and update your personal data via the Fares app. You have the right to ask us to rectify information you think is otherwise inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure

You have the right to ask us to erase your personal information in certain circumstances. Data might be kept for 90 days before being removed from our backup systems.

Your right to restriction of processing

You have the right to ask us to restrict the processing of your information in certain circumstances. This means that your data can only be used for certain things, such as legal claims or to exercise legal rights.

Your right to object to processing

You may have the right to object to processing if we are processing your information on the basis of legitimate interests. You may submit an objection to any automated decision we have made, and ask that a person reviews it.

Your right to data portability

You have the right to ask that we transfer the information you gave us from one organization to another, or give it to you, in certain circumstances. This only applies to information you have given us.
The retention period for the data about instant messages directly in the Fares app messages is 90 days, except cases where messages are related to a reported incident - in which case we will store them for 6 months.

7. Retention

Fares retains user data for only as long as necessary for the purposes described above. This means that we retain different categories of data for different periods of time depending on the type of data, the transportation service it relates to, and the purposes for which we collected the data.

Your personal data will be stored as long as you have an active passenger account. If your account is closed, personal data will be deleted (according to our retention schedule and rules), unless such data is still required to meet any legal obligation, or for accounting, dispute resolution or fraud prevention purposes.
Financial data regarding transportation services provided to passengers will be stored for three years after the last journey. Data required for other accounting purposes will be stored for seven years after the last journey.
In the event that there are suspicions of a criminal offence, fraud or false information having been provided, the data will be stored as long as necessary according to the internal, legal, and regulatory requirements.
In case of payment disputes, data will be retained until the claim is satisfied or the expiry date of such claims.
Journey history data and the data about usage of transportation services will be stored for three years, after which the data will be anonymized.

Please note that the deinstallation of Fares app in your device does not cause the deletion of your personal data. If the Fares app has not been used for three years, we’ll get in touch and ask you to confirm whether you wish to keep your account active for future use. If no reply is received in a reasonable time, the account will be closed and personal data will be deleted unless such data is required for any purpose mentioned earlier in this privacy notice.

8. Direct marketing

We may send direct marketing messages to your e-mail address and/or phone number. We may personalize direct marketing messages using information on how you use Fares’s services, such as how frequently you use the Fares app, and your transportation preferences.
If you no longer wish to receive direct marketing messages, please click the "Unsubscribe" link in the footer of one of our emails. Easy.

9. Automated decision making

We use help of automated decision-making in case of issuing warnings and implementing ride hailing service suspension. Using automated decision-making is less error-prone, more efficient and safer than using our employees. Data about your usage of the transportation services (data about journey status incl. cancellations and no-shows and data about your conduct as assessed by drivers) is considered when assessing the need for a warning or suspension. Ride hailing suspension will stay in force for 6 months, after which access to ride hailing service will be restored.

You will always have the right for human review of the decision and to contest the decision, express your point of view and obtain an explanation by contacting our customer support in our app.

10. Dispute resolution

Disputes relating to the processing of personal data are resolved through customer support (hello@fares-app.com) in the first instance. You have the right to contact Fares's Data Protection Officer (info@fares-app.com).

11.Children's Privacy

Our Service does not address anyone under the age of 13. We do not knowingly collect personally identifiable information from anyone under the age of 13. If You are a parent or guardian and You are aware that Your child has provided Us with Personal Data, please contact Us. If We become aware that We have collected Personal Data from anyone under the age of 13 without verification of parental consent, We take steps to remove that information from Our servers.

If We need to rely on consent as a legal basis for processing Your information and Your country requires consent from a parent, We may require Your parent's consent before We collect and use that information.

12.Links to Other Websites

Our Service may contain links to other websites that are not operated by Us. If You click on a third-party link, you will be directed to that third party's site. We strongly advise You to review the Privacy Policy of every site You visit.

We have no control over and assume no responsibility for the content, privacy policies or practices of any third-party sites or services.

13.Changes to this Privacy Policy

We may update Our Privacy Policy from time to time. We will notify You of any changes by posting the new Privacy Policy on this page.

We will let You know via email and/or a prominent notice on Our Service, prior to the change becoming effective and update the "Last updated" date at the top of this Privacy Policy.

You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.