Privacy policy
PRIME RIDE | PRIVACY POLICY
Prime Ride Privacy Policy
Passengers and drivers • South Africa • Updated version 1.1 • Prepared 16 October 2026
Updated using the company details supplied in the CIPC COR39 certificate. Operational processing details and outstanding legal-review items must be confirmed before publication. Effective date: 16 October 2026.
Prime Ride connects passengers with independent drivers through its app and website. This policy explains what
personal information we process, why we process it, who receives it and how you can exercise your privacy rights. It
covers passengers, people who book rides for others, driver applicants, approved drivers and people who contact
us.
1 Who is responsible for your information
The responsible party under the Protection of Personal Information Act 4 of 2013 (POPIA) is PRIME RIDE ENTERPRISES (PTY) LTD, trading as Prime Ride, registration number 2026/793949/07, with its physical address at 846 Delfi Avenue, Garsfontein, Pretoria, Gauteng, 0042, South Africa. In this policy, “Prime Ride”, “we”, “us” and “our” refer to that entity.
Privacy enquiries and requests: infor@primeride.co.za. Please use the subject “Privacy request”. Information Officer:
[INSERT NAME AND CONTACT DETAILS]. Website: www.primeride.co.za. Driver onboarding enquiries:
driver@primeride.co.za.
Independent drivers and other service providers may have their own privacy responsibilities for information they
process independently. We require drivers to use information obtained through Prime Ride only for authorised ride,
safety and support purposes.
2 Information we collect about passengers
Account and contact information: your name, phone number, email address, account credentials and preferences.
Ride information: booking reference, pickup and destination, dates and times, route, distance, fare, cancellations,
receipts and ride history. Location information is described in section 5.
Payment information: transaction amounts and status, payment references and limited payment-method details
supplied by our payment provider. [CONFIRM PAYMENT PROVIDER AND WHETHER PRIME RIDE STORES ANY CARD
DATA.] Payment information must be collected through the approved secure payment flow.
Support and safety information: enquiries, complaints, ratings, incident reports, relevant messages and any
documents or images you submit. Technical information: device and operating-system details, IP address, app
version, logs and diagnostic information needed to operate and secure the service.
Where another person books for you, we may receive your name, phone number, pickup and destination from
them. People booking for others must have authority to provide their information and should bring this policy to
their attention.
3 Information we collect about drivers
In addition to account, location, technical and support data, we process information needed to assess eligibility and
administer driver participation: identity and contact details, profile photo, identification documents, driving licence,
professional driving permit where required, relevant operating authorisations, vehicle registration, vehicle details,
roadworthiness and inspection records, and insurance information.
We also process bank details, payout and earnings records, subscription payments, vehicle-branding discount
records, trips, cancellations, ratings and compliance history. Verification or background-check results may be
obtained from authorised providers where lawful and necessary. The actual checks, providers and source categories
must be disclosed during onboarding.
4 Why we process information and our lawful grounds
We process only information reasonably necessary for a specified purpose. Our lawful grounds may include steps to
enter into or perform a contract, compliance with a legal obligation, protection of a legitimate interest recognised
by POPIA, or consent where required. We do not treat agreement to this policy as blanket consent for all
processing.
Operate the service: create accounts, match passengers and drivers, enable pickup and navigation, calculate
fares, send ride updates and issue receipts.
Administer payments: collect passenger payments and driver subscriptions, apply eligible branding discounts,
reconcile transactions and facilitate driver payouts.
Verify drivers and protect users: assess driver and vehicle eligibility, prevent fraud, investigate incidents and
enforce service rules.
Provide support and resolve disputes: investigate cancellations, no-shows, payment errors, complaints, lost
property and insurance claims.
Maintain the app: diagnose faults, monitor reliability and improve service using proportionate analytics; use
aggregated or de-identified information where practical.
Meet legal obligations: maintain required records, respond to lawful requests and establish, exercise or defend
legal claims.
Required information is identified during registration or onboarding. Without information necessary for account
security, driver approval, booking or payment, we may be unable to provide the relevant service. Optional
permissions and marketing choices are identified separately; refusing optional marketing does not prevent you from
using rides.
5 Location information and device permissions
We use pickup, destination and route information to provide rides, calculate distance and fares, display arrival
estimates, investigate incidents and assess cancellation eligibility. Driver location during service availability and
active rides may be linked to the relevant booking and shown to the matched passenger.
Precise device location is accessed only under the permissions granted on your device and the collection periods
disclosed in the app. You can change permissions in your device settings. Disabling required driver location may
prevent dispatch or trip operation. [CONFIRM WHETHER PASSENGERS CAN ENTER PICKUP MANUALLY WITHOUT
PRECISE DEVICE LOCATION.]
[BEFORE PUBLICATION: STATE EXACTLY WHEN PASSENGER AND DRIVER LOCATION COLLECTION STARTS AND
STOPS, WHETHER IT OPERATES IN THE BACKGROUND, AND WHAT HAPPENS WHEN A DRIVER GOES OFFLINE.] We
do not represent permission to use location for rides as permission to track you for unrelated purposes.
Camera, photo, microphone or other device permissions will be requested only for a stated feature or document
upload. Audio recording, facial matching or biometric verification requires a separate feature notice and a lawful
basis before activation. This policy does not, by itself, authorise those features.
6 Information shared between passengers and drivers
A matched driver receives the passenger information needed for the ride, such as the passenger’s name, pickup,
destination and relevant contact or pickup instructions. A passenger receives the matched driver’s name, photo,
rating where displayed, vehicle make, model, colour, registration number and pickup or trip location.
Private identity documents, banking information and insurance documents are not shown to the other party.
[CONFIRM MASKED CALLS OR WHETHER ACTUAL PHONE NUMBERS ARE DISCLOSED, AND THE POST-TRIP CONTACT
WINDOW.] Drivers must not copy, sell or use passenger details for personal contact or independent marketing. Lost-
property contact should occur through the approved support process.
7 Other recipients of information
We may share the minimum information necessary with authorised providers of hosting, maps and routing,
payments, communications, support, identity verification, background checks and security. These providers must
process information under appropriate agreements and safeguards. [IDENTIFY THE ACTUAL PROVIDERS AND THEIR
ROLES IN THE FINAL POLICY OR LINKED PROVIDER LIST.]
Information may also be shared with insurers, professional advisers, emergency responders, regulators or law-
enforcement bodies where a valid legal basis exists. We assess requests rather than disclose information simply
because someone asks. Where a user activates a trip-sharing or emergency feature, the app must explain the
recipients and information shared.
If a driver is connected to a fleet, or a ride is booked or paid for by a business or another account holder, relevant
trip and billing information may be shared with that party only where the feature is offered and explained.
[REMOVE THIS PARAGRAPH IF THESE FEATURES ARE NOT OFFERED.]
In a proposed sale, restructuring or transfer of the business, relevant information may be disclosed under
confidentiality protections and a lawful basis. A recipient must maintain appropriate protection and users will be
informed where required. Prime Ride will not sell personal information for third-party marketing under this
proposed policy.
8 Information processed outside South Africa
Hosting or service providers may process information outside South Africa. Where this occurs, we will comply with
section 72 of POPIA and use a permitted transfer basis, such as adequate protection through applicable law, binding
corporate rules or a binding agreement, or another lawful ground applicable to the transfer.
[BEFORE PUBLICATION: INSERT THE ACTUAL DESTINATION COUNTRIES, RELEVANT PROVIDERS AND PROTECTION
MEASURES. DO NOT CLAIM THAT DATA STAYS IN SOUTH AFRICA UNLESS ALL STORAGE, BACKUPS AND SUPPORT
ACCESS HAVE BEEN VERIFIED.] You may contact our Information Officer for details of applicable transfer safeguards.
9 Marketing cookies and analytics
We send electronic direct marketing only with the required consent or where the limited existing-customer
exception in section 69 of POPIA applies. Marketing consent is separate from accepting service terms. You can
unsubscribe through the message or contact infor@primeride.co.za. We do not charge you to opt out.
Service messages, such as booking confirmations, receipts, safety alerts and account notices, are distinct from
marketing and may continue when needed to provide the service. Marketing preferences do not disable those
necessary communications.
Our website and app may use cookies, software development kits and similar technologies for essential
functionality, security, diagnostics and, if enabled, analytics or advertising. [INSERT THE ACTUAL TECHNOLOGIES,
PURPOSES, PROVIDERS, LIFETIMES AND CONTROLS.] Non-essential tools requiring consent must remain inactive
until that consent is given. We do not assume that using the app provides consent to advertising tracking.
10 Retention and deletion
We keep information only as long as necessary for its stated purpose or a permitted legal reason. Account records
support your active account; financial records support accounting and legal obligations; driver eligibility records
support approval and compliance; ride and location records support service, safety and disputes. Different
categories may have different periods.
[INSERT THE APPROVED RETENTION SCHEDULE, INCLUDING PERIODS FOR PRECISE LOCATION, TRIPS, FINANCIAL
RECORDS, DRIVER DOCUMENTS, SUPPORT MESSAGES, SECURITY LOGS AND BACKUPS.] We must not adopt
competitor retention periods without assessing Prime Ride’s purposes and applicable requirements.
After account closure, information no longer required is deleted or irreversibly de-identified. Relevant records may
be retained for a legal obligation, unresolved payment, dispute, fraud investigation or claim. Removing the app does
not delete your account. Backup copies are removed through the documented backup lifecycle, with access
restricted while they remain.
11 Security and security compromises
We apply appropriate, reasonable technical and organisational safeguards for the risks of processing personal
information. These include controlled access, confidentiality obligations, secure transfer and storage, supplier
controls and procedures to investigate suspected unauthorised access. The company and developer must verify the
actual measures supporting this statement before publication.
No system can guarantee absolute security. Keep login details private, use secure devices and promptly report
suspected account misuse. Where there are reasonable grounds to believe personal information has been accessed
or acquired by an unauthorised person, we will assess and notify the Information Regulator and affected individuals
as required by section 22 of POPIA, subject to lawful exceptions or delays.
12 Your privacy rights and requests
Subject to applicable law, you may request confirmation of whether we hold your personal information, access to
that information, correction of inaccurate information, or deletion of information that is unlawfully held or no
longer authorised to be retained. You may object to applicable processing and withdraw consent for processing
based on consent. Withdrawal does not invalidate prior lawful processing.
Send requests to infor@primeride.co.za with the subject “Privacy request”. Include sufficient details to identify your
account and explain your request. We may proportionately verify identity and authority before releasing or
changing information. Do not send full identity documents unless we request them through an appropriate secure
channel.
We respond within the periods required by applicable law and explain any lawful refusal, limitation, permitted fee
or retention requirement. No fee is charged for withdrawing marketing consent. Access requests may also be
subject to the Promotion of Access to Information Act 2 of 2000 (PAIA) and the company’s applicable PAIA process.
[INSERT PAIA MANUAL LINK OR ACCESS DETAILS.]
Request account closure by emailing the same address, or using the account-deletion function if offered in the app.
[CONFIRM APP PATH AND NORMAL COMPLETION TIME.] Closure and deletion are subject to the retention rules in
section 10.
13 Automated processing and reviews
Dispatch and fare calculation may use automated processing based on pickup, destination, distance, driver
availability and the published fare rules. Cancellation checks may use acceptance time, location progress, arrival,
waiting time and cancellation reasons. Fraud checks may flag unusual activity for investigation.
You can request review of a disputed fare, cancellation fee or account decision through support. We will assess
automated decisions with significant effects under applicable law, including section 71 of POPIA. [CONFIRM WHICH
DECISIONS ARE AUTOMATED AND THE AVAILABLE HUMAN REVIEW PROCESS.] We do not describe an
unimplemented review feature as already available.
14 Children and special personal information
[CONFIRM THE MINIMUM ACCOUNT AGE AND RULES FOR ADULT BOOKINGS FOR MINORS.] If information about a
child is required, we process it only on a lawful basis, including competent-person consent where required, and limit
it to the service purpose. Do not submit unnecessary information about children.
Health information, criminal-history information and biometric information require additional assessment and
safeguards. We process these categories only where necessary and lawfully authorised, with any required consent,
notice or regulatory authorisation. Ordinary profile photographs are not automatically treated as consent to
biometric matching.
15 Complaints and policy updates
Please raise privacy concerns with our Information Officer. You may also complain to South Africa’s Information
Regulator at https://inforegulator.org.za or enquiries@inforegulator.org.za; telephone 010 023 5200. You do not
need to exhaust our internal process before exercising rights available under law.
We will publish the current version and effective date and notify users of material changes through appropriate
channels. A new purpose requiring consent will require a fresh choice; continued use is not treated as automatic
consent to every change.