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Privacy Policy

Moment Labs ("we", "us", or "our") operates the Moment Rides mobile application (the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our ride-sharing platform in Lusaka, Zambia. Please read this policy carefully. By using the Service, you agree to the collection and use of information in accordance with this policy.

1. Information We Collect

1.1 Personal Information

When you create an account or use the Service, we may collect:

  • Identity information: Full name, phone number, email address, and profile photo.
  • Verification documents: For drivers — national ID or driver's license for identity verification.
  • Account credentials: Phone number and authentication tokens used for login.

1.2 Location Data

Moment Rides requires access to your device's location services to function. We collect:

  • Real-time GPS location: To match riders with drivers, calculate routes, provide live tracking, and estimate arrival times.
  • Trip history: Pick-up and drop-off locations for completed rides.
  • Background location (drivers only): When a driver is online and available, we collect location data to enable ride matching.

You can disable location services through your device settings, but this will prevent the Service from functioning.

1.3 Payment Information

  • Mobile money details: Mobile money phone number and transaction references for processing ride payments.
  • Transaction history: Records of payments made and received through the platform.

We do not store your mobile money PIN or full account credentials. Payment processing is handled through secure third-party mobile money APIs.

1.4 Usage Data

  • Device information (model, operating system, unique device identifiers).
  • App usage patterns and feature interactions.
  • Ride ratings and reviews.
  • Communication between riders and drivers through the in-app chat.
  • Crash logs and performance data.

1.5 Forensic Safety Data

To support incident investigation and lawful cooperation with law enforcement, we capture an immutable record of technical identifiers — including network, device, and account identifiers — at specific moments in every ride. These moments include requesting a ride, accepting a ride as a driver, joining a shared ride, and creating or booking a Lift or Digital Bus.

Once written, these records cannot be altered and are preserved for the lifetime of the associated ride, regardless of changes made to your account afterwards. This immutability is essential to the evidentiary value of the data.

This data is used solely for:

  • Investigating safety incidents (theft, assault, missing person, kidnapping, fraud).
  • Responding to valid legal process (subpoenas, warrants, court orders).
  • Identifying and preventing multi-account abuse and identity spoofing.

Forensic data is never used for marketing, advertising, behavioural profiling, or analytics, and is never exposed to other users of the Service.

2. How We Use Your Information

We use the information we collect to:

  • Provide the Service: Match riders with drivers, process rides across Corridor, P2P, and Community ride types, and facilitate mobile money payments.
  • Ensure safety: Verify driver identities, maintain the driver badge system, enable SOS features, and allow trip sharing with trusted contacts.
  • Improve the platform: Analyze usage patterns to optimize routes, improve matching algorithms, and enhance the user experience.
  • Communicate with you: Send ride notifications, receipts, service updates, and respond to support requests.
  • Manage subscriptions: Process and manage monthly subscription plans for frequent riders.
  • Comply with law: Meet legal obligations and respond to lawful requests from authorities.

3. Information Sharing

We may share your information with:

  • Other users: Riders see their driver's name, photo, vehicle details, badge level, and real-time location during a ride. Drivers see the rider's name and pick-up/drop-off locations.
  • Payment providers: Mobile money providers to process ride payments and payouts.
  • Service providers: Third-party services that help us operate the platform (hosting, analytics, mapping, push notifications).
  • Law enforcement: When required by law, court order, or to protect the safety of our users.
  • Emergency contacts: If you use the SOS feature or trip-sharing, your real-time location is shared with your designated emergency contacts.

We do not sell your personal information to third parties for marketing purposes.

4. Data Retention

We retain your information as follows:

  • Account data: For as long as your account is active, plus 12 months after deletion.
  • Trip data: Ride history is retained for 24 months for dispute resolution and service improvement.
  • Location data: Real-time location data is retained for the duration of the ride. Historical location data is retained for 12 months.
  • Payment records: Transaction records are retained for 5 years to comply with financial regulations in Zambia.
  • Forensic safety data (Section 1.5): Retained for the lifetime of the associated ride record to support post-incident investigation and legal process. Hard-deletion of forensic data may be requested but will be subject to any active legal holds and law-enforcement cooperation requirements.

5. Data Security

We implement appropriate technical and organizational measures to protect your personal information, including:

  • Encryption of data in transit (TLS/SSL) and at rest.
  • Secure authentication with token-based sessions.
  • Regular security assessments and monitoring.
  • Access controls limiting employee access to personal data on a need-to-know basis.

While we strive to protect your information, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security.

6. Your Rights

You have the right to:

  • Access: Request a copy of the personal data we hold about you.
  • Correction: Update or correct inaccurate personal information.
  • Deletion: Request deletion of your account and associated data, subject to legal retention requirements.
  • Portability: Request your data in a structured, commonly used format.
  • Opt-out: Disable non-essential notifications and marketing communications.

To exercise these rights, contact us at [email protected].

7. Children's Privacy

The Service is not intended for users under the age of 16. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child under 16, we will take steps to delete that information promptly.

8. Third-Party Services

The Service integrates with third-party services including mapping providers, mobile money platforms, and analytics tools. These services have their own privacy policies governing how they handle your data. We encourage you to review their policies.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy in the app and updating the "Last updated" date. Continued use of the Service after changes constitutes acceptance of the updated policy.

10. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us:

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