Account and Data Deletion Policy

Effective Date: July 2, 2025

This Account and Data Deletion Policy outlines the process and implications of deleting your GoRide User App account and associated personal data. This policy applies to all users of the GoRide User mobile application (the "App") and its related services provided by ENE Company Limited ("GoRide," "we," "us," or "our").

Your privacy and control over your data are important to us. We are committed to handling your deletion requests in accordance with applicable laws and platform requirements (e.g., Google Play Store, Apple App Store).

1. Your Right to Account and Data Deletion

You have the right to request the deletion of your GoRide User App account and the personal data associated with it at any time, subject to certain legitimate reasons for retention as outlined below.

2. How to Request Account and Data Deletion

We offer multiple ways to request account and data deletion:

• a. In-App Deletion (Recommended for Fastest Processing):
  • Navigate to the "Account Settings" or "Profile" section within your GoRide User App.
  • Look for an option such as "Delete Account," "Close Account," or "Data Deletion."
  • Follow the on-screen prompts to confirm your request. You may be asked to re-authenticate for security purposes.
• b. Via Email:
  • Send an email to our dedicated support email address: support@goride.services.
  • Use the subject line: "Account and Data Deletion Request - [Your Registered Phone Number/Email]."
  • In the body of the email, clearly state your request for account and data deletion and provide your registered GoRide phone number and/or email address for verification.
• c. Via Support Portal:
  • Visit our official support portal at: support.goride.com.
  • Submit a new support ticket, selecting "Account Deletion" or "Data Privacy" as the category.
  • Provide your registered GoRide phone number and/or email address in the ticket details.

3. Verification Process

For your security, and to prevent unauthorized deletion of your account, GoRide may require you to verify your identity before proceeding with the deletion request. This may involve:

• Sending a verification code to your registered phone number or email.
• Asking security questions related to your account.
• Requesting additional information to confirm your ownership of the account.

We will begin processing your deletion request once your identity has been successfully verified.

4. What Happens Upon Account and Data Deletion

Upon successful processing of your deletion request:

• a. Immediate Effects:
  • Your GoRide User App account will be deactivated.
  • You will immediately lose access to all GoRide Services associated with that account.
  • Your profile, trip history, payment methods, Wallet balance, and any saved preferences (e.g., favorite drivers, recent destinations, emergency contacts) will no longer be accessible to you or visible within the App.
• b. Data Deletion:
  • Most of your personal data associated with your account will be permanently deleted from our active databases. This includes:
  • Your name, email address, phone number, and profile picture.
  • Your trip history (pickup/drop-off locations, routes, timestamps) linked to your identity.
  • Payment methods stored (e.g., credit card tokens, mobile money numbers).
  • In-app chat logs and communication history.
  • Saved favorite drivers and recent destinations.
  • Emergency contacts you added.
  • Your Wallet balance (any remaining funds will be forfeited upon deletion, as per our Terms and Conditions).
• c. Data Retention (Limited Circumstances):
  • Please be aware that while most of your data will be deleted, we may retain certain information for a limited period or indefinitely in anonymized/aggregated form under specific circumstances as permitted or required by law, or for legitimate business purposes, including:
  • Legal & Regulatory Compliance: To comply with legal obligations (e.g., tax, accounting, consumer protection laws), court orders, or governmental requests.
  • Fraud Prevention & Security: To prevent, detect, and investigate fraud, misuse, or abuse of our Services, and to ensure the safety and security of our platform, users, and drivers. This may include retaining data related to safety incidents, SOS activations, or reported violations.
  • Dispute Resolution: To resolve disputes, enforce our Terms and Conditions, or defend legal claims.
  • Auditing & Reporting: For internal auditing, reporting, and business analysis, typically in an aggregated or anonymized form that does not identify you personally.
  • Public Safety: Data related to emergency SOS activations may be retained to assist emergency services or for post-incident analysis.
  • Any data retained for these purposes will be stored securely and will not be used for purposes unrelated to the reason for retention.
• d. Irreversibility:
  • Account and data deletion is generally irreversible. Once your account is deleted, it cannot be recovered. If you wish to use GoRide Services again, you will need to create a new account.

5. Consequences of Deletion

By requesting account deletion, you understand and agree to the following consequences:

• Loss of access to all GoRide Services.
• Forfeiture of any accumulated Wallet balance, rewards, or incentives.
• Loss of your trip history and any personalized settings.
• Inability to recover your account or data.

6. Changes to This Policy

We may update this Account and Data Deletion Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Effective Date" at the top. You are advised to review this policy periodically for any changes.

7. Contact Us

If you have any questions about this Account and Data Deletion Policy or wish to exercise your right to deletion, please contact us:

ENE TECH Company Limited
General Support Email: support@goride.services
Data Protection Officer: dpo@goride.services
Phone: +255 755 039 981
Support Portal: support.goride.com
Address: Ubungo Plaza building, Dar es Salaam, Tanzania

Thank you for being a GoRide user.