1. About this policy
This policy explains how Dridez handles personal information when you use the Dridez app or this website as a rider, a driver, a parcel sender or a parcel receiver. It covers what we collect, why we collect it, who can see it, how long we keep it and the choices you have.
One account can be used as a rider and, once approved, as a driver, so some sections apply to you in both roles. In this policy, "Dridez", "we" and "us" mean the Dridez service, and "you" means anyone using it. If anything here is unclear, email info@dridez.com.
2. The short version
- We collect what we need to run rides, deliveries and payments safely: your contact details, ID verification, trip details and, for drivers, vehicle documents.
- Location is used only while the app is in use, to set pickups, match drivers and follow trips. We don't track you in the background.
- Other users see only what a trip needs, such as your name and the pickup point.
- We don't sell your information or use it for advertising.
- A parcel belongs to the sender until it is delivered, then to the receiver. It never belongs to Dridez or the driver.
- If a rider misses a pickup, a fee is added to their ledger and collected on their next ride, and part of it goes to the driver who waited.
- You can edit your details, suspend your account, and ask for a copy or deletion of your information at any time.
3. Information you give us
This is the information you type in, upload or create while using Dridez.
- Your account
- Name, phone number, email address, password and an optional profile photo. Your password is handled by our sign-in provider (Firebase Authentication) and we can't read it. Your phone number is locked after registration to protect your account, and can only be changed by contacting us.
- Rider ID verification
- Your ID card (CNIC) number, your name as printed on the card and your current address. We check these before your first booking, and record whether your verification was approved or rejected and why.
- Driver application
- Your ID card number and address; photos of the front and back of your driving licence; proof of vehicle registration; one to three photos of the vehicle; the vehicle type, tier, make, model, variant, engine size, number plate and seats; and whether you own the vehicle. If you don't, we also ask for the owner's full name and ID card number. We record the status of your application and our decision.
- Trips and bookings
- Pickup and drop-off points, the ride type and AC choice, the fare you offer or agree, and for city-to-city: your request (including vehicle preferences and the number of seats), driver offers, trips drivers post and seat bookings.
- Parcels
- A short description of the item and the receiver's phone number, along with the pickup and drop-off points. Please share a receiver's number only if they know a parcel is coming.
- Chat, ratings and support
- Messages you send in trip chat, the star ratings and comments you leave, and support tickets, including any screenshot you attach.
- Wallet top-ups (drivers)
- The amount you top up, the payment receipt image you upload and the account it was paid to. See section 10.
4. Information collected automatically
- Location
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Riders: when you open the app, to fill in your pickup point and show nearby drivers.
Drivers: while the Online switch is on, the app sends your position about every 30 seconds so nearby requests can reach you, and during a trip your position is shared with the rider. Going offline deletes your online position.
The app does not collect your location while it is closed or running in the background. - Device and app
- Your phone's brand, model, manufacturer, operating system and version, and the app version, recorded when you sign up and each time you sign in.
- Sign-in history
- A log of sign-ups, sign-ins, sign-outs, changes to your details and suspensions, with the time and device. You can see it yourself under Login history in the app.
- Notification token
- An identifier for your phone that lets us send you push notifications. Tokens for phones that no longer work are removed automatically.
- Trip records
- Times and events during a trip, such as when the driver accepted, arrived ("I'm here"), started and completed it, the distance, and who cancelled if it was cancelled.
5. App permissions
The app asks your phone for these permissions. You can change them at any time in your phone's settings.
| Permission | Why we ask | If you say no |
|---|---|---|
| Location (while using the app) | To set your pickup point, show nearby drivers, find the route, and share the driver's position during a trip. | We can't show where you are on the map. Drivers can't go online and receive requests. |
| Notifications | Ride updates, driver offers, chat messages, wallet and refund alerts, and replies to your support tickets. | You won't get alerts and will need to check the app for updates. |
| Photos | To upload a profile photo, driver documents, top-up receipts and support screenshots. | You can't attach images, but you can use the rest of the app. |
We don't ask for access to your microphone or contacts, and the app does not record audio or video.
6. How we use your information
To provide the service
- Create and run your account, and switch it between rider and driver.
- Send each ride or delivery request to nearby drivers whose vehicle matches it.
- Show routes, fares and live positions, and run city-to-city requests, offers and seat bookings.
- Send notifications about your trips, offers, payments and support replies.
To keep people safe and prevent misuse
- Verify rider ID cards and review driver applications before approval.
- Make sure each ID card number, phone number and email belongs to only one account.
- Mark riders with a recent missed pickup (see section 8).
- Investigate reports and suspend accounts that break the rules.
To handle money
- Record fares, commission, wallet top-ups, refunds, missed-pickup fees and driver compensation.
- Check top-up receipts and show each person their own ledger.
To support you and run the app
- Answer support tickets and emails, and settle disputes using the trip records.
- Fix problems, and ask you to update the app when a new version is needed.
- Meet our legal obligations.
We do not sell your personal information or use it for third-party advertising.
7. Parcels and ownership of goods
Dridez provides the platform that connects a person sending a parcel with a driver who carries it. Who owns the parcel depends only on whether it has been delivered:
Before delivery: the sender is the owner
From booking, through pickup and transit, until the parcel is handed over at the drop-off, the parcel and everything in it belongs to the sender. This also applies if a delivery is cancelled or cannot be completed.
After delivery: the receiver is the owner
Ownership passes to the receiver when the parcel is handed to them at the drop-off point.
Dridez and the driver never own it
The driver only carries the parcel from the sender to the receiver. Neither Dridez nor the driver becomes the owner of the parcel or its contents at any stage, and neither has any right to keep, use or sell it.
What the sender is responsible for
The sender is responsible for what is sent and for describing it correctly. Parcels must not contain anything illegal, dangerous or prohibited. Dridez does not open or inspect parcels.
How parcel information is used
The driver who accepts a delivery sees the pickup and drop-off points, the item description and the receiver's phone number, and uses them only to carry out the delivery. We keep these details with the trip record so we can help if there is a question about the parcel later.
8. Missed pickups (rider no-shows)
A driver who travels to a pickup and waits for a rider who never comes loses time and fuel. To keep things fair, Dridez charges a missed-pickup fee. This is exactly how it works and what information it uses.
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The driver arrives When the driver reaches the pickup point they tap "I'm here", which only works close to the pickup. From this moment, neither the rider nor the driver can cancel the trip in the app.
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The driver waits at least 5 minutes If the rider still hasn't come, the driver can report a no-show, but only after the wait and only while they are still near the pickup point.
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A fee is added to the rider's ledger The trip is closed as a no-show and a missed-pickup fee is recorded as an expense in the rider's Dridez ledger. The fee equals the minimum (base) fare of the ride type that was booked. If that ride type has no minimum fare, no fee is charged.
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It is collected with the next ride The fee is collected in cash by the driver of the rider's next completed ride, together with that ride's fare, and the fare breakdown shows both amounts. Because that driver receives the fee in cash, the same amount is recorded in their wallet ledger and passed on to Dridez.
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The driver who waited is compensated Once the fee is collected, a share of it is credited to the wallet of the driver who was stood up and appears in their ledger as a refund. Dridez keeps the rest.
Account marking
After a missed pickup, the rider's account is marked as having a recent no-show until they complete three rides. Drivers who receive that rider's ride requests during this time may see the mark.
Information we use
To record a missed pickup we use the time the driver arrived, the time of the report, the driver's location compared with the pickup point, and the ride type and its fare. This is kept with the trip record.
Think a no-show was reported by mistake? Email info@dridez.com with your account phone number and the date of the trip. We will review the trip records and can cancel the fee or remove the mark.
9. Trip chat, ratings and reviews
Trip chat
Messages in trip chat can be seen by the rider and the driver on that trip. They are kept with the trip, and authorised Dridez staff may read them when handling a complaint, a dispute or a safety report. Please don't share sensitive personal details in chat.
Ratings and reviews
After a trip, riders can rate their driver from one to five stars and add a comment. A driver can see the ratings and comments they receive, along with the name of the rider who left them. Riders can see each driver's average rating.
10. Payments and the driver wallet
Riders
Riders pay drivers in cash. For each trip we record the fare, any missed-pickup fee collected with it and the total paid, and show them in your ride history.
Drivers
- Prepaid wallet. Dridez's commission is taken from your wallet when a trip completes. For seats booked on a city-to-city trip you posted, it is taken when the booking is confirmed and refunded automatically if the booking or trip is cancelled.
- Top-ups. You top up by bank transfer to the account shown in the app and upload the receipt. Depending on the amount and your top-up history, a top-up is either added instantly or checked by our team first. If a payment can't be confirmed, the top-up may be reversed.
- Card payments. Where card top-ups are offered, they are processed on our payment partner's secure checkout page. We receive only whether the payment succeeded and its amount. We never see or store your full card number, PIN or online banking password.
- Your ledger. Every top-up, commission charge, refund, missed-pickup fee and compensation appears in your ledger, which you can export.
12. Where your data is stored and how it's protected
Your data is stored on Google Firebase servers in the United States. Information travels between the app and our servers over encrypted connections.
- Your password is managed by Firebase Authentication. We never see it.
- Security rules limit who can read and change each record. For example, only you and our staff can see your wallet top-up receipts.
- Only approved staff accounts can use our admin tools.
No system is completely secure, but we work to protect your information and will act quickly if a problem occurs.
13. How long we keep it
| Information | How long |
|---|---|
| Ride requests no driver accepts | Removed after 10 minutes. |
| A driver's online position | Deleted when the driver goes offline. |
| A driver's live position during a trip | Deleted when the trip ends. |
| Trip history, chat, ratings and missed-pickup records | While your account is active, then only as long as needed for safety, disputes and legal reasons. |
| Payment, wallet and top-up records | As long as needed for accounting and legal reasons. |
| ID verification and driver documents | While your account is active, then only as long as needed for safety and legal reasons. |
| Account details, sign-in history and support tickets | While your account is active. |
14. Your choices and rights
- Edit your details in Edit profile. To change your phone number, contact us.
- Turn off location or notifications in your phone's settings (see section 5).
- See your own activity: your sign-ins under Login history, and your trips and payments in your ledger.
- Get a copy or correct your information by emailing info@dridez.com with your account phone number.
- Suspend your account in Settings. It stops working on every phone straight away. To use it again, contact us.
Deleting your account
Email info@dridez.com with the phone number on your account and ask for it to be deleted. We will delete your account and personal information, except records we must keep for the reasons in section 13, such as trip and payment records, unpaid missed-pickup fees and open disputes.
15. This website
This website is for information only. It has no accounts or forms, and it does not use cookies, analytics or advertising trackers.
Pages load their fonts from Google Fonts, so your browser connects to Google's servers, which receive your IP address. Links to Google Play take you to Google's own site, which has its own privacy policy.
16. Children
Dridez is not meant for children. If we learn that a child has an account, we will remove it.
17. Changes to this policy
If this policy changes, we will update the date at the top of this page and, when the change matters, tell you in the app or by email.
18. Contact us
Questions about this policy or your information? We're happy to help.
Hascol Pump, near Mall of Kharian, G.T. Road, Kharian
Email info@dridez.com and include your account phone number so we can find your account.