Last updated: 2 November 2026
This policy explains how Travo handles personal data about customers using the Travo customer app and related websites in Uganda. The Platform is operated under the Travo name by GICT Technologies Africa (“Travo”, “we”, “us”, or “our”). It is intended to be read alongside our Terms and Conditions.
Privacy contact: privacy@travo.ug. For trip and account support, contact app@travo.ug.
1. People and services covered
This policy applies when you create or use a Travo customer account, request or take a trip, make a payment, contact support, or use a Travo customer website. It covers ride services offered through the app, including service categories such as car or boda where available. It does not govern third-party services that have their own privacy notices.
2. Personal data we may collect
- Account and contact information: name, phone number, email address, profile image if supplied, account identifiers, preferred language, and verification status. If you choose Google, Apple, or another sign-in method, we receive the account details that provider shares with us.
- Location and trip information: pickup and destination pins or addresses, location you choose to share, route and trip timestamps, trip status, distance or duration used for fare calculation, and location while a trip is active. The app may request location permission to set a pickup point or support trip features. We do not need continuous background location from customers to provide ordinary customer app functions.
- Payment and transaction information: selected payment method, amount, currency, wallet activity, mobile-money number where you provide it, payment status, transaction or provider reference, receipts, refunds, and dispute information. Payment providers may collect payment credentials directly.
- Communications and feedback: support requests, complaint details, messages exchanged through the app, ratings, reviews, and information you choose to provide when reporting an incident.
- Device, app, and security information: device model and operating system, app version, language and settings, IP address or network information, push notification token, sign-in/session identifiers, diagnostic events, and crash or error reports where enabled.
- Information from others: a driver may provide trip-related information or a report about a booking. Payment, identity, mapping, sign-in, and communications providers may return status information needed to provide their service.
Please do not submit another person's identity documents, sensitive information, or precise location unless it is necessary and you are authorised to provide it.
3. How and why we use data
- To create, authenticate, maintain, and secure your account, verify contact details, and prevent unauthorised access.
- To find available drivers, set pickup and destination details, provide fare estimates, coordinate a booking, enable trip progress and safety support, and produce trip receipts.
- To process payments, wallet activity, refunds, transaction disputes, and customer support.
- To investigate complaints, protect customers and drivers, detect fraud or misuse, enforce our terms, and keep the Platform reliable.
- To operate, maintain, troubleshoot, measure, and improve app features, maps, dispatch, and service quality using appropriate safeguards.
- To send essential account, booking, security, support, and payment messages. We send marketing communications only where permitted and provide a way to opt out where required.
- To meet legal, regulatory, tax, accounting, law-enforcement, and court obligations, and to establish or defend legal claims.
4. Legal grounds and choices
Under Uganda's Data Protection and Privacy Act, 2019 and its regulations, we collect and process personal data for stated and lawful purposes, and take steps to keep it relevant and protected. Depending on the activity, processing is necessary to provide a service you requested or perform our agreement with you, comply with a legal obligation, protect a person's vital interests, or pursue a legitimate operational interest such as platform security and fraud prevention. Where the law requires consent, we ask for it; you may withdraw consent, although this may affect a feature that depends on it.
You can manage location and notification permissions in your device settings. If you deny location access, you can still enter an address manually where that feature is available, but automatic pickup, maps, or trip functions may be limited.
5. When we share data
- Your driver: information needed to perform the booking, such as your name or profile, pickup and destination details, relevant contact method, and trip status. The driver sees your live trip location only as needed for that trip.
- Service providers: hosting, cloud storage, mapping and geocoding, SMS and email delivery, authentication, analytics or diagnostics, customer support, and payment providers that process data on our instructions or under their own terms.
- Our authorised personnel and operational partners: staff, contractors, or fleet/service partners who need limited access to provide support, investigate a safety issue, or operate a service.
- Authorities and other parties: where required by law or lawful process, or where disclosure is reasonably necessary to protect a person's safety, prevent fraud, investigate misuse, or establish, exercise, or defend legal rights.
- Business changes: a successor or transaction party if Travo's business or assets are reorganised or transferred, subject to applicable privacy requirements.
We do not sell your personal data. We do not give drivers access to your full payment credentials.
6. Location information
Location is used to set or refine a pickup point, show nearby available services, support navigation and trip progress, calculate route-related trip details, and help investigate a safety report. A driver may receive location information associated with a booking while it is being fulfilled. You can turn off location permission through your device settings; the app may then require you to enter pickup and destination details manually. We do not represent that map pins, GPS, or route estimates are exact or suitable for emergency use.
7. International processing
Some service providers may store or process information outside Uganda. Where personal data is processed outside Uganda, Travo will apply the safeguards and conditions required by Ugandan data protection law, including appropriate contractual or other protections where required. Contact us if you would like general information about relevant recipient categories or safeguards.
8. Retention
We keep personal data only for as long as reasonably needed for the purposes described here, including an active account and its trip history, customer support, security, accounting, tax, legal compliance, and disputes. Retention periods vary by record type and legal requirements. When information is no longer required, we take steps to delete it, anonymise it, or securely restrict access, subject to lawful backup and retention requirements.
9. Security
We use reasonable technical and organisational safeguards designed to protect personal data against loss, unauthorised access, alteration, or disclosure. Access is limited according to operational need. No internet transmission, device, or storage system can be guaranteed completely secure. Please protect your device and sign-in credentials, never share a one-time passcode, and promptly tell us if you suspect someone has accessed your account.
10. Your privacy rights
Subject to the Data Protection and Privacy Act and other applicable law, you may ask us to confirm whether we hold your personal data, access or receive a description of it, correct inaccurate information, request deletion or restriction where permitted, object to certain processing, or withdraw consent where consent is the basis. You may also raise a complaint with Uganda's Personal Data Protection Office (PDPO). A right may be limited where the law permits or requires us to retain or withhold information, for example to protect another person's rights or preserve a legal record.
To make a request, email privacy@travo.ug from the account email or include the phone number linked to your account. We may ask for reasonable information to verify your identity and locate the records. We will handle the request under the applicable legal process and time limits. You can request account closure through the app or by contacting support; closing an account does not automatically erase records we are legally required or permitted to keep.
PDPO information: pdpo.go.ug.
11. Children
The customer app is intended for people aged 18 or older. We do not knowingly create customer accounts for children. If you believe a child has provided personal data to us, contact privacy@travo.ug so we can assess and address the request in accordance with applicable law.
12. Automated decisions
Some Platform functions use automated systems to match bookings with available drivers, calculate estimates, detect unusual activity, or prioritise safety review. These systems do not remove your rights under applicable law. Contact us if you believe an automated result has materially affected you and you would like it reviewed.
13. Updates to this policy
We may update this policy as our services, providers, or legal obligations change. We will update the date above and, where a change is material or notice is required, provide notice through the app, website, or another appropriate channel. The current version is available at this page.
14. Contact
Privacy requests and questions: privacy@travo.ug
Trip and account support: app@travo.ug
Travo Uganda, operated by GICT Technologies Africa.