Privacy Policy

Drivora respects your privacy and is committed to handling personal data lawfully, fairly, transparently and securely.

This Privacy Policy explains how PACIFIC INNOVATIONS, operating under the brand name "Drivora", collects, uses, stores, shares, protects and deletes personal data when you use:

• The Drivora Customer App
• The Drivora Driver Partner App
• The Drivora Agent App
• The Drivora website
• Customer support, telephone, WhatsApp, email or social-media channels
• Driver onboarding, verification and training services
• Any other product or service that refers to this Privacy Policy

For purposes of applicable data-protection law, Drivora is the Data Fiduciary where it determines the purpose and means of processing personal data.

• Customers who create accounts or book driver services
• Individuals travelling as passengers
• Driver partners and persons applying to become driver partners
• Agents who refer or onboard driver partners
• Individuals referred through Drivora referral programmes
• Website visitors and app users
• Persons contacting Drivora for support or complaints
• Emergency contacts and vehicle owners whose information is provided to Drivora
• Representatives of corporate customers, vendors and business partners

Drivora collects only the personal data reasonably required for the purposes described in this Policy.

3.1 Account and contact information

• Name
• Mobile number and email address
• Profile photograph
• Preferred language
• Residential, office, pickup or saved addresses
• Age or confirmation that you are at least 18 years old
• Password, PIN, OTP records or authentication credentials
• Emergency contact details
• Referral codes and account preferences

3.2 Booking and trip information

• Pickup and destination locations
• Date and time of booking
• Selected service, package and vehicle category
• Route, distance and trip duration
• Live or approximate location
• Driver arrival and trip-start information
• Waiting, overtime, cancellation and rescheduling information
• Ratings and feedback
• Communications between customers, drivers and Drivora support

3.3 Location information

• Precise GPS location
• Pickup and drop locations
• Live trip location
• Driver availability location
• Background location of driver partners while online or completing a booking

3.4 Vehicle information

• Vehicle make, model and category
• Registration number
• Fuel, transmission or vehicle-control type
• Vehicle photographs
• Registration certificate, insurance and pollution-certificate information

3.5 Driver-partner and agent information

• Full name, date of birth and contact information
• Driving licence and driving history
• PAN and tax information
• Government-issued identity documents
• Masked Aadhaar or lawful offline Aadhaar-verification information
• Police-verification or background-verification status
• Bank-account or UPI details
• Earnings, payouts, incentives and deductions
• Ratings, complaints and disciplinary records

3.6 Payment and transaction information

• Payment method
• Payment transaction reference
• Payment status
• Invoices and refunds
• Bank or UPI details for driver payouts

3.7 Device and technical information

• IP address
• Device type and model
• Operating system and app version
• Login records
• App activity and crash reports
• Records of permissions and consent choices

4.1 Providing the requested service

• Create and manage accounts
• Process driver bookings
• Match customers with available drivers
• Track active trips
• Calculate fares and additional charges
• Process payments, payouts and refunds
• Issue invoices
• Handle cancellations and rescheduling
• Provide customer support

4.2 Driver and agent onboarding

• Verify identity, age and eligibility
• Conduct background checks
• Provide training and certification
• Calculate earnings and incentives
• Investigate complaints

4.3 Safety and security

• Enable trip tracking
• Detect route deviation and unusual activity
• Prevent impersonation, fraud and misuse
• Investigate accidents, theft, misconduct and traffic violations
• Protect customers, drivers and the platform

4.4 Legal and regulatory compliance

• Comply with lawful orders and statutory obligations
• Maintain accounting and tax records
• Respond to government authorities
• Establish, exercise or defend legal claims

4.5 Marketing (with separate consent)

With separate consent where required, Drivora may send offers, discounts, referral campaigns and promotional communications. Marketing consent is optional and can be withdrawn at any time through the app or message settings.

Provided to the driver

• Customer's first name
• Masked or temporary phone number
• Pickup and destination
• Vehicle details
• Booking type and duration
• Trip instructions

Provided to the customer

• Driver's first name
• Profile photograph
• Masked or temporary phone number
• Verification status
• Driving experience and rating
• Estimated arrival and live location

Neither party may use the other person's information for direct marketing, harassment or post-booking contact without lawful justification.

• Service providers (cloud hosting, maps, navigation, OTP delivery, payment processing, background checks, fraud detection)
• Government, legal and regulatory authorities (courts, police, tax and transport authorities, Data Protection Board of India)
• Emergency services, hospitals or insurers during an accident or emergency
• Business successors in the event of a merger, acquisition or reorganisation

Service providers may process personal data only for authorised purposes and subject to contractual confidentiality and data-protection obligations.

• Encryption in transit and at rest where appropriate
• Masking, obfuscation or tokenisation
• Role-based access controls and multi-factor authentication for privileged access
• System and access logs with monitoring for unauthorised access
• Secure backups and vulnerability management
• Employee and contractor confidentiality obligations and periodic security training

No digital system can be guaranteed to be completely secure. Users should protect their OTP, password and PIN and immediately report suspected unauthorised access.

Drivora aims to acknowledge privacy grievances within 48 hours and resolve them within 30 days.

Drivora customer, driver-partner and agent accounts are intended only for individuals who are at least 18 years old. A person below 18 should not independently create an account or book a driver.

Children may travel as passengers when accompanied or authorised by a parent or lawful guardian. Drivora will not knowingly create behavioural profiles of children or direct targeted advertising to them.

Drivora may update this Policy to reflect changes in services, app features, processing practices, security controls or applicable law. Material changes will be communicated through the app, website, email or SMS. The effective date and last-updated date will appear at the beginning of this Policy.