Privacy policy

This policy explains how ROVO ("ROVO", "we") collects, uses, shares, protects and keeps your personal data when you use the ROVO customer app, the ROVO Captain app, the ROVO Business app for stores, our website or any other service we provide (together, the "Services"). The platform currently operates within Sohag Governorate, Arab Republic of Egypt.

We process your data in line with Egypt's Personal Data Protection Law No. 151 of 2020 and its executive regulations, the Anti-Cyber and Information Technology Crimes Law No. 175 of 2018, the Consumer Protection Law No. 181 of 2018, the laws governing transport services that use information technology, all other applicable Egyptian laws, Google Play's User Data policy and the App Store privacy guidelines.

This policy forms part of the "Terms and Conditions" and, depending on your account, the "Captain Terms" or the "Store Terms". Creating an account or using the Services means you have read, understood and accepted this policy; we record the date you accepted, the policy version and the device you accepted from.

1. Who is responsible for your data, and how to reach us

The controller of your data is ROVO, Sohag Governorate, Egypt. For any question or request about your data, or to reach our data protection officer:

"Support" inside any ROVO app (fastest).
E-mail: support@rovo.work
Phone or WhatsApp: 0109 650 3343

2. Who this policy covers

Customers; captains (including applicants who are not approved); store and restaurant owners, their branches and staff; the people a captain adds as emergency contacts; and visitors to our website. It does not cover third-party services you reach through the Services (such as a payment provider's pages), which have their own policies.

3. The data we collect

3.1 Data you give us

Account data: your mobile number (verified with a code), name, date of birth, gender (customers), profile photo (optional), e-mail (optional) and app language.
Password: stored only as a one-way Argon2id hash — nobody, including our staff, can read it.
Captain verification: your name as on your national ID card, your national ID number (from which we derive your date of birth, gender and governorate), photos of your ID card (front and back), driving licence and a selfie, and photos of your vehicle from the front, back and side. Reviewers read the vehicle type, model, colour and plate from the photos.
Store data: business name and type, address and map location, phone, opening hours, menu, prices and photos, branch details, and any documents you choose to upload or we later request.
Emergency contacts (captains): the names and numbers a captain chooses to alert when pressing the SOS button; the captain confirms they have these people's consent before adding them.
Order data: pickup, drop-off and stops; items ordered; the "open order" list and where to buy it; notes; ratings and comments.
Support content: complaints, written messages, photos and voice notes you send to support, and the trip or order concerned.
Trip chat: the written messages, photos and voice notes you exchange with the captain or the customer in the app during an order and for a short while after it, and when they were sent and read.
Financial data: top-up and withdrawal requests, the mobile-wallet number or InstaPay ID you choose for withdrawals, and transfer receipts you upload. We never collect or store full bank card numbers.

3.2 Data collected as you use the Services

Precise location:
Customers: only while you use the app — to set the pickup or delivery point, show nearby captains and follow your order.
Captains: only while you are "On duty" or on a trip, even with the app in the background, with a notification shown at all times — to send you nearby orders, measure distance and fare, show the trip to the customer, and for safety and disputes. As soon as you switch to "Resting" we stop tracking you completely: we request no location from your device, receive or store none, and you appear on no map.
Stores: the location of the store and its branches as you set it on the map.
Trip and order data: the actual route, distance, duration, fare and its breakdown; acceptance, arrival, start and finish times; proof-of-delivery or shop-receipt photos where required; and how pickup from a store was confirmed (QR or numeric code).
Device and technical data: device model, operating system and app version, a device identifier we create inside the app, push token, IP address, network type, crash and performance logs, and anti-fraud signals (such as location-spoofing apps or a modified operating system).
Usage data: the screens and features you use and when, and how you interact with notifications — mostly used in aggregate to improve the Services.

3.3 Data from others

Other users: ratings, comments and reports about you.
Verification and messaging providers: the result of verifying your number.
Payment providers: confirmations of transfers linked to your account.
Competent authorities: official requests about your account under the law.

3.4 Device permissions and when we use them

Precise location: to locate you and run and follow orders — customers while using the app; captains only while On duty or on a trip (a foreground service with a visible notification); stores when setting their location.
Camera: to scan a store's pickup code (captain app), and to take a photo only when you choose to.
Photos: to pick a photo (document, complaint, product, a photo in the trip chat) through the system photo picker; we only see the photos you choose.
Microphone: to record a voice note for support or in the trip chat, only when you press the record button.
Notifications: to tell you about your order, messages and offers; you can turn them off in your device settings.

We never access your phone contacts, never record calls, and never use the microphone or camera in the background.

4. Why we process your data, and the legal basis

Running the Services: account creation and verification, matching customers, captains and stores, routes, prices and delivery — basis: performance of our contract with you.
Verification and safety: verifying captains and stores, preventing fraud and impersonation, protecting users — basis: legal obligation and legitimate interest.
Payments: collecting payments, wallets, commissions, accounting and tax — basis: contract and legal obligation.
Customer care: complaints, disputes and refunds — basis: contract and legitimate interest.
Safety features: the SOS button, alerting emergency contacts and our operations room — basis: vital interests and your consent.
Service notifications: order status, security and changes to terms — basis: contract.
Marketing messages and offers — basis: your consent, which you can withdraw at any time.
Improving the Services: performance analysis and fixing faults, using aggregated data where possible — basis: legitimate interest.
Legal compliance: responding to judicial, security and regulatory authorities — basis: legal obligation.

Automated decisions: dispatch uses algorithms to choose the most suitable captain (proximity, rating, fair distribution, acceptance rate and the captain's own "Customise" choices); automated signals flag possible fraud; and orders automatically move from a captain who backs out or is far too late to the nearest captain. Decisions to approve captains and stores and to suspend accounts are made by people, and you may ask for a human review of any decision about you through support.

5. Who we share your data with

We do not sell or rent your personal data, do not share it with advertisers or data brokers, and do not use it to track you across other companies' apps or websites. We share data only as follows and only as far as needed:

5.1 Between the parties to one order

The customer sees: the captain's first name, photo, rating, number of trips, vehicle and plate, live location during the order, phone number to get in touch during the order, and the latest comments other customers left about the captain, without their authors' names.
The captain sees: the customer's first name, rating, number of trips, pickup and drop-off points, notes, phone number during the order, and the latest comments other captains left about the customer, without their authors' names — on the offer and during the order.
The trip chat is seen only by the customer and the captain of that order (never by the store); ROVO's team reads it only for a complaint, a report or safety, and every reading is recorded in the audit log.
The store sees: the customer's first name, items and notes, and the captain's name and plate at pickup.

Contact details stop being shown when the order ends, and no party may keep or use the other's data for anything outside the order.

5.2 Emergency contacts

When a captain presses SOS, we send the emergency contacts they added (by WhatsApp or SMS) their name, a link to their current location, the time and their plate, within the limits set by the administration.

5.3 Service providers (processors acting for us)

Trusted providers process data on our instructions under contracts binding them to confidentiality and security, including: server hosting, storage and backups; maps, navigation and routing; verification codes, SMS and WhatsApp messaging; push notifications (Firebase Cloud Messaging by Google); payment and mobile-wallet providers when you use them; and crash and performance monitoring.

5.4 Judicial, security and regulatory authorities

ROVO cooperates fully with the competent authorities of the Arab Republic of Egypt and discloses the data needed — including identity and account data, trips and orders, location history, payments and support correspondence — to the Public Prosecution, courts, law enforcement and competent regulators:

on a request or order issued in accordance with the law;
where the law requires disclosure or retention, including keeping information-system data for the periods the law sets;
where there is imminent danger to a person's life or safety, or to report or prevent a crime;
or to protect the rights or safety of ROVO or its users in legal proceedings.

When we learn of an incident that may be a crime or a legal dispute, we preserve the related evidence and do not delete it for as long as the investigation or dispute lasts.

5.5 Other cases

With your consent or at your request: for example sharing a trip-tracking link with someone you choose.
Change of ownership: in a merger, acquisition or transfer of the business, data passes with the same protections as this policy, and you will be told.

6. Transfers outside Egypt

Some servers or providers may be located outside the Arab Republic of Egypt. Any such transfer is made only in accordance with the Personal Data Protection Law and its executive regulations — including obtaining the licence or permit of the Personal Data Protection Center where the law requires it — to recipients offering protection no lower than the legal standard, and under contractual commitments that keep the data confidential and secure.

7. How long we keep data

We keep data for as long as needed for its purpose or as long as the law requires, whichever is longer:

Account and profile data: while the account is active; deleted or anonymised as soon as the account is deleted.
Order, trip, invoice and financial records: up to 5 years for accounting, tax and legal purposes; anonymised (without your name or number) after account deletion.
Detailed location history (GPS tracks): at least 180 days as the law requires, then deleted automatically.
Verification documents and photos: for the life of the account and up to one year after deletion or rejection (fraud prevention and legal purposes), then permanently deleted.
Support conversations and voice notes: up to two years after the complaint is closed.
Trip chats (texts, photos and voice notes): 180 days after the trip ends (at most two years if the administration extends it), then deleted automatically.
SOS alerts: up to 3 years for safety and legal purposes.
Audit and security logs: up to two years.
An encrypted fingerprint of the phone number after deletion: as long as needed to prevent fraud and ban evasion, at most 5 years.
Backups: rotated regularly; data deleted from the live system disappears from backups within the rotation cycle.

We may keep some data longer where a law, an ongoing investigation, a court dispute or a request from a competent authority requires it.

8. How we protect your data

All traffic between the apps and our servers is encrypted (TLS).
Passwords are stored as one-way hashes; secrets and integration keys are encrypted.
Verification documents and private photos are kept in non-public storage and opened only through short-lived signed links.
Staff access follows the "least privilege" principle, and every administrative access to data is written to an audit log.
Regular backups and continuous monitoring of faults and suspicious activity.
Our staff and providers are bound to confidentiality.

If a security breach affects your data, we act to contain it, notify the Personal Data Protection Center within the period the law sets, and notify you without undue delay where your rights are affected.

No method of transmission or storage is perfectly secure; please keep your password and verification codes secret and never share them. ROVO will never ask you for a verification code or your password.

9. Your rights

Under the Personal Data Protection Law you have the right to:

Know and access: learn what data we hold about you and get a copy.
Correct: correct or complete inaccurate data — most of it directly in "Account" ("My store" in the store app).
Erase: delete your data; you can delete your account instantly in the app (see the "Delete account" page), subject to what the law requires us to keep.
Withdraw consent: withdraw consent to any consent-based processing (such as marketing) at any time, without affecting what was done before.
Object or restrict: object to processing based on legitimate interest or ask to restrict it, unless overriding legitimate grounds or a legal obligation apply.
Be told of breaches: be notified of any breach affecting your data.
Complain: lodge a complaint with the Personal Data Protection Center — though we welcome the chance to put things right with you first.

To exercise a right, contact "Support" in the app or support@rovo.work. We may need to verify your identity first to protect your data. We reply within the period the law sets and at most thirty days, free of charge unless a request is clearly repetitive or excessive.

10. Minors

The Services are for people aged 18 or over, which we check at sign-up. We do not knowingly collect data from anyone younger and delete such accounts and their data immediately. Captains and stores may not let a minor use their account.

11. Messages and advertising

Service notifications (order status, security, changes to terms) are needed to provide the Services.
Marketing messages are sent with your consent; you can turn them off at any time in notification settings.
In-app advertising promotes stores that are on ROVO itself; we use no third-party ad networks and share no data with advertisers.

12. Changes to this policy

We may update this policy as the law or the Services change. The date of the last update is shown at the top, material changes are announced in the app, and we ask for your consent again before you continue after a material change. Continuing to use the Services after non-material updates means you accept them.

13. Governing law

This policy is governed by the laws of the Arab Republic of Egypt. If the Arabic and English versions differ, the Arabic version prevails.

14. Contact us

ROVO — Sohag Governorate, Egypt

E-mail: support@rovo.work — Phone: 0109 650 3343 — or "Support" in any ROVO app.