Zylo Technologies (Pty) Ltd (Zylo, we, us or our) is responsible for the personal information described in this Policy where we determine why and how that information is processed.
We process personal information in accordance with applicable South African privacy law, including the Protection of Personal Information Act, 2013 (POPIA). This Policy applies to riders, drivers, website visitors, support users and other people who interact with Zylo services.
Our services rely on personal information to arrange rides, process payments, support users, improve safety and operate the Zylo platform. We limit our collection and use to information that is reasonably connected to those purposes.
1. Information we collect
1.1 Account and profile information
We collect information you provide when you create or maintain a Zylo account, such as your name, mobile number, email address, profile photo, saved places, communication preferences and account settings.
1.2 Rider and trip information
When you request or take a ride, we process booking information including pickup and destination details, route information, ride category, stops, scheduled ride details, fare and payment information, driver and vehicle details, ratings, tips and other trip-related records.
1.3 Driver and vehicle information
For drivers, we process identity, contact, profile, licence, permit, vehicle, banking, payout and verification information, together with trip performance, ratings, acceptance and cancellation information and records needed to manage access to the Driver platform.
1.4 Payment and transaction information
We process information about fares, charges, promotions, Zylo Cash, tips, refunds, driver earnings, commissions, service fees, payouts and payment status. Payment card and wallet transactions are handled with payment providers, and Zylo receives the information required to confirm and manage those transactions.
1.5 Support and communications
When you contact Zylo, we collect the information contained in your request and subsequent communications, including your contact details, ticket reference, messages, attachments and relevant trip or account information. We keep support conversations together so that we can understand and resolve the issue properly.
1.6 Device, app and website information
We collect technical information such as device type, operating system, app version, IP address, language, time zone, identifiers, diagnostic information, security events and website or app usage information. This helps us operate, secure and improve Zylo.
1.7 Information from other people
We may receive information about you from another Zylo user, for example when a rider books a trip for another passenger, when a driver or rider submits a safety or support report, or when a user adds a trusted contact. We use that information only for the relevant service, safety or support purpose.
2. How we use personal information
2.1 Providing Zylo services
We use personal information to create and manage accounts, match riders and drivers, calculate and process fares, provide navigation and trip information, process payments and payouts, manage promotions, provide support and communicate about rides and accounts.
2.2 Safety, security and fraud prevention
We use information to verify accounts and driver documents, detect suspicious activity, investigate incidents, enforce platform rules, protect riders and drivers, prevent fraud and misuse and maintain the integrity of Zylo services.
2.3 Improving the platform
We analyse service usage, trip patterns, support trends, reliability information and technical performance to improve features, routing, pricing, support, accessibility, safety and the overall Zylo experience.
2.4 Legal and regulatory purposes
We process information where necessary to comply with law, licensing and regulatory requirements, respond to lawful requests, establish or defend legal rights, investigate disputes and maintain records required for tax, financial, safety or transport-related purposes.
2.5 Marketing and service communications
We send operational communications about rides, safety, payments, support, account changes and important service updates. We also send promotional communications in accordance with your communication choices and applicable law. You can opt out of direct marketing without affecting essential service messages.
2.6 Lawful processing
Depending on the circumstances, we process personal information because it is necessary to provide a service or perform an agreement, because you have consented, because the law requires it, or because processing is necessary for legitimate interests pursued by you, Zylo or another person where those interests are permitted by law.
3. Location & safety information
3.1 Location data
Zylo uses location information to identify pickup points, destinations, nearby drivers, route progress, estimated arrival times, trip distance, navigation, pricing, fraud signals and safety conditions. The app uses location permissions according to the settings and permissions available on your device.
During an active trip or other location-dependent feature, Zylo may process precise location information from rider and driver devices so that the service can function correctly and the trip can be supported if a safety or service issue occurs.
3.2 Safety Zones and trip safety
We use trip and location information to support Zylo Safety Zones, safety alerts, incident review and other safety features. Safety information may be combined with trip, account and device records where reasonably necessary to understand or respond to an incident.
3.3 Trusted contacts and live trip sharing
When you add a trusted contact or share a live trip, we process the contact information and trip details needed to provide that feature. If you provide another person's information, you are responsible for making sure you are permitted to share it with Zylo for this purpose.
3.4 Trip audio recording
Trip audio is a safety feature. When a rider or driver uses Zylo's trip audio recording feature, audio from the trip is processed for safety, support, incident investigation, dispute resolution and legal purposes. Access is restricted to authorised personnel and the recording is not used for general advertising or unrelated marketing.
Routine trip audio recordings are retained for 90 days from the recording date and then securely deleted. Recordings needed for an investigation, unresolved dispute or claim are held until the matter is resolved, or longer where required by law, and deleted when the hold no longer applies. Recordings are private safety evidence: users cannot play or download them through the app. Authorised personnel may access them for the safety and investigation purposes described above.
3.5 Ride PIN and safety records
Where Ride PIN is enabled, Zylo processes the information needed to verify that the correct ride is being started. We also keep relevant safety and verification records where needed to prevent misuse, investigate reports and protect users.
5. Retention & security
5.1 How long we keep information
We retain personal information for as long as reasonably needed to provide Zylo services, maintain account and transaction records, resolve support matters and disputes, prevent fraud, meet legal and regulatory obligations and protect legitimate business and safety interests.
Retention periods differ depending on the type of information and why it is held. When information is no longer required, we delete it, destroy it securely or de-identify it, subject to any legal obligation or lawful basis that requires continued retention.
5.2 Security
Zylo uses technical, organisational and access-control measures designed to protect personal information against loss, unauthorised access, misuse, alteration or disclosure. Access to sensitive operational, support and safety information is limited to authorised people who require it for their role.
No digital service can guarantee absolute security. We monitor and improve our safeguards and respond to security incidents in accordance with applicable law.
6. Your privacy rights
Subject to POPIA and other applicable law, you can ask Zylo to confirm whether we hold personal information about you and can request access to that information. You can also request that inaccurate, incomplete, misleading or outdated information be corrected or updated.
Where the law allows, you can request deletion or destruction, object to certain processing, withdraw consent where processing depends on consent, and opt out of direct marketing. Some requests may be limited where Zylo must retain information for a lawful reason, such as a legal obligation, active dispute, safety matter or fraud investigation.
Privacy requests. We may need to verify your identity before giving access to personal information or acting on a privacy request. This protects your information from being disclosed or changed by someone else.
You also have the right to lodge a complaint with South Africa's Information Regulator if you believe your personal information has been handled unlawfully.
6.1 How to make a data request
You can ask for access to your personal information, correction of inaccurate details, or deletion of information where applicable law permits. You can also raise an objection to processing or ask to withdraw consent where processing relies on consent. Editable profile details can be updated under Personal details in the app.
- Complete the privacy request form on our website. Submitting the form creates a support ticket with a reference number. You do not need to sign in.
- State whether you use Zylo as a rider or driver, the phone number or email linked to the account, and what information or change you are requesting. Include a relevant date range if you are requesting records.
- Support may ask you to verify ownership before sharing records or changing information. Never send a password, OTP or full payment-card details in your request.
We will assess the request under applicable law and explain any information needed, applicable process or lawful limitation. Access to another person's information is not provided simply because it appears in the same trip or support record. You can follow up using the support case reference or contact the Information Regulator using the link above.
6.2 Account deletion
To request deletion of your Zylo account, complete the account deletion request form on our website. Submitting the form creates a support ticket with a reference number. Riders and drivers can use it even if they cannot sign in.
Tell us which account you want deleted and provide its registered phone number or email. State clearly that you want account deletion, rather than temporary deactivation. Support will verify your authority, explain the next steps and confirm the outcome. Sending a request does not instantly delete an account, and uninstalling the app does not close it.
Account deletion ends access to the account once completed. Personal information that is no longer lawfully needed is deleted or de-identified. Some transaction, payment, support, safety or fraud records may need to be retained for legal obligations, an unresolved dispute or another lawful purpose, as explained in section 5. Retention depends on the record and its purpose; deletion is not a promise to erase every record immediately. We will explain any relevant retention or limitation when responding to your request.
If you have an upcoming booking, unsettled charge, driver payout or wallet balance, include it in your request so Support can explain how it will be handled. A deletion request does not itself settle those matters or waive your rights. You can request deletion of particular personal information without closing your entire account through the data-request process above.
7. Children
A person must be at least 18 years old to create and control their own Zylo rider or driver account. An adult account holder can request an appropriate ride for another passenger, including a minor, subject to the Terms & Conditions and applicable law.
Where Zylo processes personal information about a child, we do so only where the processing is permitted by law, including where valid consent from a competent person is required and has been obtained or another lawful basis applies.
8. International transfers
Zylo and its service providers may process or store personal information using systems located outside South Africa. Where personal information is transferred across borders, we apply the protections required by POPIA, including appropriate contractual or other safeguards where required.
8.1 Cookies and similar technologies
Zylo uses cookies and similar technologies on its website for functions such as security, preferences, analytics and service improvement. Our Cookie Policyexplains how these technologies are used and the choices available to you.
8.2 Changes to this Policy
We update this Privacy Policy when our services, legal obligations or privacy practices change. The current version is published on this page with the date of the latest update. Where a change materially affects how we process personal information, we provide appropriate notice through Zylo services or another suitable communication channel.
9. Contact Zylo about privacy
For questions about this Privacy Policy, requests concerning your personal information, or concerns about how Zylo handles privacy, complete the website privacy request form. Your request will enter our support system with a ticket number so it can be tracked.
Zylo Technologies (Pty) Ltd · South Africa