Privacy Policy

1. Scope and who is responsible

This Privacy Policy applies when you use deliQuode websites, customer and driver applications, support channels, ride services, parcel delivery services, payment features, promotions, safety features and other services that link to this policy (together, the Services). It covers customers, riders, parcel senders and recipients, drivers, prospective drivers, website visitors and people who contact us.

deliQuode is the data controller for the personal information described here: we decide why and how it is processed. Drivers and other service providers may also have separate legal duties for information they handle independently. This policy is intended to operate consistently with Ghana's Data Protection Act, 2012 (Act 843) and other applicable law.

2. Information we collect

2.1 Information you provide

• Account and profile: name, phone number, email address, password, profile image, language and account preferences.
• Identity and eligibility: date-of-birth or age information where required, identification type and number, identification images, and verification results.
• Driver onboarding: driving licence, vehicle, insurance and registration details; photographs and other supporting documents; payout or withdrawal details; availability and work-status information.
• Ride and delivery details: pickup, stop and destination addresses; map coordinates; requested time; notes; entrance or access instructions; parcel category, weight and payer; and sender or recipient names, addresses and phone numbers.
• Payments and rewards: payment method, fare, tips, discounts, coupons, wallet transactions, loyalty points, referrals, payout requests, payment status and transaction references. A payment provider may collect payment credentials directly and return a token or limited transaction details to us.
• Support, safety and content: support requests, complaints, cancellation or refund reasons, safety-alert details and location, emergency information, reviews, ratings, messages, photographs and pickup or delivery proof.
• Communications and marketing choices: newsletter sign-up, survey responses, promotion entries and your choices about messages.

2.2 Information collected when you use the Services

• Location and journey data: precise or approximate device location, pickup and destination coordinates, route, distance, trip progress and drivers' live or last-known location, subject to device permissions.
• Usage and device data: IP address, device and app identifiers, operating system, app version, browser type, language, pages or features used, timestamps, crash data, authentication events and diagnostic logs.
• Transaction and service records: booking reference, assigned customer or driver, vehicle category, quoted and final fare, bidding or matching activity, status changes, waiting and completion times, cancellations, refunds and payment outcomes.
• Security and fraud indicators: OTP and verification events, failed login attempts, account or device risk signals and evidence relating to suspected misuse, incidents or disputes.
• Cookies and similar technologies: session, security and preference technologies needed to operate the website, plus analytics technologies if enabled. See section 9.

2.3 Information from other people and organisations

We may receive information from the person who books a service for you; parcel senders and recipients; drivers; referral partners; identity-verification, map, communications and payment providers; insurers; public sources; and authorities where permitted by law. If you give us another person's details, such as a recipient's number, you must have authority to do so and should tell that person how their details will be used.

3. How and why we use information

We process personal information only where we have a lawful and fair reason, including to:

• Provide the Services and perform our agreement: register accounts; verify contact details; calculate estimates; match customers with drivers; arrange, navigate and track rides or deliveries; confirm pickup or completion; process payments, tips, refunds and payouts; and administer wallets, loyalty points, referrals and promotions.
• Keep people and the platform safe: verify identity and driver eligibility; authenticate accounts; detect fraud, duplicate accounts and prohibited activity; operate OTP and safety-alert features; investigate incidents; moderate ratings or content; and enforce our Terms & Conditions.
• Support legitimate service interests: provide customer support; diagnose faults; measure performance; plan service areas; forecast demand; improve matching, routing, pricing and accessibility; train staff; and develop new features. We balance these interests against your rights.
• Comply with law and protect legal rights: maintain financial and operational records; respond to lawful requests; establish, exercise or defend claims; and meet transport, tax, accounting, safety, data-protection and regulatory obligations.
• Communicate with you: send booking, safety, account and payment updates; respond to enquiries; and notify you of material policy or service changes.
• Send optional marketing: send news, offers or surveys where you consent or where applicable law otherwise permits. You can opt out at any time.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect processing already carried out lawfully, and some Services may not work if the relevant information or device permission is necessary for that feature.

4. When we share information

We disclose only what is reasonably necessary for the relevant purpose. Recipients may include:

• Customers, drivers, senders and recipients: for example, a driver receives the customer's name, pickup and destination, contact tools and trip notes; a customer receives the driver's name, photo, rating and vehicle details; and delivery parties receive information needed for collection, delivery and proof. We may share limited information after a trip to resolve a dispute or recover lost property.
• Service providers: hosting, storage, maps, geocoding, route calculation, identity verification, communications, OTP, push notifications, customer support, analytics, security, payment and payout providers. They process information under contract or their own published terms, as applicable.
• Business customers: if an organisation lawfully arranges or pays for a service, it may receive receipts and limited booking information, but not unnecessary personal journey details.
• Professional advisers and insurers: where needed for audits, insurance, claims, legal advice, accounting or risk management.
• Authorities and affected parties: when required by law or reasonably necessary to protect a person, investigate fraud or an incident, enforce our terms, respond to legal process, or protect rights and property.
• A successor organisation: in connection with a proposed or completed financing, reorganisation, merger, sale or transfer of all or part of the business, subject to appropriate confidentiality and data-protection safeguards.

We do not sell personal information or permit service providers to use it for their own unrelated advertising.

5. Location, matching and automated decisions

Location is central to dispatch, navigation, live tracking, fare calculation, service-zone checks and safety. The customer app may collect location while you use a location-dependent feature. The driver app may collect location while a driver is online or completing a service, including in the background where the driver grants that permission. You can change permissions in device settings, but doing so may prevent booking, matching, tracking, navigation or safety features from working correctly.

We use rules and algorithms to suggest drivers or vehicles, calculate estimated fares and surge adjustments, detect risk, allocate promotions and support identity checks. Outputs can depend on location, distance, time, demand, service category, account activity and configured business rules. A final fare may differ from an estimate where the route, waiting time, stops, tolls, demand or booking details change. Where an automated decision has a significant effect on you, you may contact us to request information about the rationale and, where applicable, human review.

6. How long we keep information

We retain information only for as long as needed for the purposes in this policy. The period depends on the type of record, the status of your account, safety and fraud risks, limitation periods, and transport, tax, accounting or other legal requirements. In general:

• account and profile information is kept while the account is active and for a reasonable period after closure;
• trip, delivery, payment, payout, refund and business records are kept for the period required to complete the service, handle disputes and meet legal record-keeping duties;
• identity, driver-eligibility, safety and fraud records may be kept longer where necessary to protect users, prevent repeat abuse, comply with regulation or defend claims;
• precise operational location and technical logs are retained for shorter periods unless linked to a booking, safety event, dispute or legal duty; and
• marketing information is kept until you opt out or the information is no longer useful and lawful to retain.

When retention is no longer justified, we delete, anonymise or securely isolate the information. Anonymised information that can no longer identify a person may be retained for statistics and service improvement.

7. Security and international processing

We use administrative, organisational and technical safeguards appropriate to the nature of the information, including access controls, authentication, secure transmission where supported, logging, backups and restricted staff access. No internet or storage system is completely secure. You are responsible for protecting your password and OTPs and for telling us promptly if you suspect unauthorised account use.

Some providers may process information outside Ghana. Where personal information is transferred internationally, we take reasonable steps to use a lawful transfer mechanism and require an appropriate level of confidentiality, security and data protection. If a personal-data breach creates a real risk of harm, we will investigate, contain and notify the Data Protection Commission and affected people where applicable law requires.

8. Your rights and choices

Subject to Act 843, identity verification and lawful exceptions, you may ask us to:

• confirm whether we process your personal information and provide access to it in an intelligible form;
• explain the purpose, source and recipients of the information and, where applicable, the rationale for a significant automated decision;
• correct or update information that is inaccurate, incomplete, excessive, out of date or misleading;
• delete, destroy, block or stop unlawful processing where there is no overriding lawful reason to retain it;
• stop direct marketing and withdraw a consent you previously gave; or
• object to processing likely to cause unjustified damage or distress.

Many profile and communication choices are available in the apps. For other requests, use the contact details in section 12. Describe your request and the account phone number or email concerned. We may request proportionate proof of identity, and we may retain a record of the request. We will respond within the period required by law and explain if an exception applies. Some deletion requests cannot be completed while a balance, active booking, investigation, legal hold or mandatory record-keeping duty remains.

9. Cookies, app permissions and communications

Our website uses essential cookies for sessions, security and preferences. Embedded map, font, payment or other providers may receive technical data when their content loads and may set their own technologies. If optional analytics or advertising tools are introduced, we will provide any consent controls required by law. You can restrict cookies in your browser, reset advertising identifiers, and control location, camera, photo and notification permissions in device settings; essential features may then be unavailable.

You cannot opt out of service messages needed for security, bookings, receipts or material account changes. Marketing emails may be stopped through their unsubscribe option or by contacting us. Push notifications can be changed in the app or device settings.

10. Children

The Services are not directed to children under 18 and children may not create customer or driver accounts. An adult may arrange a lawful service involving a minor only where the adult has authority and provides appropriate supervision. If you believe a child has supplied personal information without proper authority, contact us so we can investigate and take appropriate action.

11. Changes to this policy

We may update this policy to reflect changes in the Services, providers or law. We will post the revised policy with a new effective date and give additional notice through the app, email, SMS or another reasonable channel when a change materially affects your rights. Earlier versions may be requested from us where available.

12. Contact and complaints

Send privacy questions or rights requests to exquode@gmail.com and mark the message Privacy Request. You may also call +233551485962. Our contact address is Adenta Accra.

We would appreciate the opportunity to resolve a concern directly. You also have the right to complain to the Ghana Data Protection Commission through its official channels at dataprotection.org.gh.