Last updated: August 4, 2023
This Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your information when You use the Service and tells You about Your privacy rights and how the law protects You.
We use Your Personal data to provide and improve the Service. By using the Service, You agree to the collection and use of information in accordance with this Privacy Policy.
The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
For the purposes of this Privacy Policy:
Account means a unique account created for You to access our Service or parts of our Service.
Affiliate means an entity that controls, is controlled by or is under common control with a party, where "control" means ownership of 50% or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.
Application means the software program provided by the Company downloaded by You on any electronic device, named TWENDE
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to TWENDE TECHNOLOGIES LIMITED, costech Building 3rd Floor, P.O.Box 4302 Dar es Salaam, Tanzania.
Cookies are small files that are placed on Your computer, mobile device or any other device by a website, containing the details of Your browsing history on that website among its many uses.
Country refers to: Tanzania
Device means any device that can access the Service such as a computer, a cellphone or a digital tablet.
Personal Data is any information that relates to an identified or identifiable individual.
Service refers to the Application or the Website or both.
Service Provider means any natural or legal person who processes the data on behalf of the Company. It refers to third-party companies or individuals employed by the Company to facilitate the Service, to provide the Service on behalf of the Company, to perform services related to the Service or to assist the Company in analyzing how the Service is used.
Usage Data refers to data collected automatically, either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
Website refers to TWENDE, accessible from https://www.twende.co.tz
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
For emergency(SOS): Selected contact will be saved to our server for future use when the user is in emergency(SOS)
While using Our Service, We may ask You to provide Us with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to:
User profile information: We collect data when users create or update their Twende accounts, or place orders via guest checkout features. This may include their name, email, phone number, login name and password, address, profile picture, payment or banking information (including related payment verification information), drivers license and other government issued documents (which may include identification numbers as well as birth date, gender, and photo). This also includes vehicle or insurance information of drivers and delivery persons, emergency contact information and user settings.
Background check information (drivers and delivery persons): This includes information submitted during the driver/delivery person application process, such as driver history or criminal record (where permitted by law), license status, known aliases, prior addresses, and right to work. This information may be collected by an authorized vendor on Twende behalf.
Identity verification photos: This includes photos of users (such as, selfies) and/or their government issued identifications (such as, driver license or passports). Such photos may be used to verify a user identity, such as through facial verification technologies. Please see the section titled "How we use personal data" for more information regarding how user photos are used for safety and security purposes, including identity verification
Demographic data: We may collect demographic data about users, such as birth date/age, gender or occupation, when required for certain Twende services or programs, such as Twende Cash, alcohol deliveries or safety features that allow women users to set a preference to provide or receive services to/from other women ("Women Rider Preference"). We may also collect demographic data, such as age group and household composition, through user surveys, and use this information to offer Twende products and services that are likely to be of interest to you. We may also infer demographic data from other data collected from users. For example, we may infer a user gender based on their first name to enable safety features, such as the Women Rider Preference, or to display personalized ads for third party products or services. See the section titled "How we use personal data" below for more information.
User content: We collect the data submitted by users when they contact Twende customer support , provide ratings or feedback for other users, restaurants or merchants, or otherwise contact Twende. This may include photographs, or audio or video recordings submitted by users in connection with a customer support request. This also includes metadata relating to the method you use to communicate with Twende. The contents of photos and recordings submitted by users are subject to Twende Community Guidelines. In certain jurisdictions, users can record the audio and/or video of their trips through an in-app feature or using a dashcam. In-app recordings are encrypted and stored on user devices, and are only shared with Twende if submitted by the users in connection with safety incidents.
Travel information: We collect travel itinerary information, including times and dates of upcoming flight, lodging or car rental reservations, from users of our Twende Travel feature. We collect such information: (i) when users manually input their information into their Twende Travel itinerary; or (2) if authorized by users to access their email account, from travel-related email confirmations. If so authorized, Twende will only access user email accounts to collect travel itinerary information to enable the Twende Travel feature, and will adhere to the applicable email provider policies, including Google API Services User Data Policy, which impose certain limitations on the use of data collected from user email accounts. Users may remove Twende access to their email accounts at any time either in-app or through their email service provider settings. Detailed information on how to remove email account access.
Location data (driver and delivery person): We collect precise or approximate location data from driver and delivery person mobile devices when the Twende app is running in the foreground (app open and on-screen) or background (app open but not on-screen).
Location data (riders and order recipients). We collect precise or approximate location information from rider and order recipient mobile devices if they enable us to do so via their device settings. Twende collects such data from the time a ride or order is requested until it is finished, and any time the app is running in the foreground (app open and on-screen). below for information on how riders and order recipients can enable precise location data collection. Riders and order recipients may use the Twende apps without enabling collection of location data from their mobile devices. However, this may affect certain features in the Twende apps. For example, a rider who has not enabled precise location data will have to manually enter their pickup address. In addition, precise location data collected from a driver device during a trip is linked to the rider account, even if the rider has not enabled precise location data to be collected from their device. This data is used for purposes such as receipt generation, customer support, fraud detection, insurance, and litigation.
Transaction information: We collect transaction information related to the use of our services, including the type of services requested or provided; trip or order details (such as date and time, requested pick-up and drop off addresses, distance traveled and items ordered); and payment transaction information (such as a restaurant or merchants name and location, amount charged, and payment method). We also associate a user name with that of anyone who uses their promotion code.
Usage data: We collect data about how users interact with our services. This includes access dates and times, app features or pages viewed, browser type, and app crashes and other system activity.
Device data: We collect data about the devices used to access our services, including the hardware models, device IP address or other unique device identifiers, operating systems and versions, software, preferred languages, advertising identifiers, device motion data, and mobile network data
Communications data: We collect data regarding phone, text or in-app communications between users that are enabled through Twende apps. This includes date and time, as well as the content of text or in-app messages. We may also collect the content of phone calls solely where users are notified in advance that the call may be recorded.
users participating in our referral programs. For example, when a user refers to another person, we receive the referred person data from that user.
Twende account owners who request services for or on behalf of other users (such as friends or family members), or who enable other users to request or receive services through their business accounts .
users or others providing information in connection with claims or disputes
Twende business partners through which users create or access their Twende account, such as payment providers, social media services, or apps or websites that use Twende APIs or whose APIs Twende uses.
Twende business partners in connection with debit or credit cards issued by a financial institution in partnership with Twende to the extent disclosed in the terms and conditions for the card.
vendors who help us verify user identity, background information, and eligibility to work, or who screen users in connection with sanctions, anti-money laundering, or know-your-customer requirements.
insurance, vehicle, or financial services providers for drivers and/or delivery persons
partner transportation companies (for drivers or delivery persons who use our services through an account associated with such a company)
publicly available sources.
marketing service providers or data resellers whose data Twende uses for marketing or research
law enforcement officials, public health officials, and other government authorities
Usage Data is collected automatically when using the Service.
Usage Data may include information such as Your Devices Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that You visit, the time and date of Your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
When You access the Service by or through a mobile device, We may collect certain information automatically, including, but not limited to, the type of mobile device You use, Your mobile device unique ID, the IP address of Your mobile device, Your mobile operating system, the type of mobile Internet browser You use, unique device identifiers and other diagnostic data.
We may also collect information that Your browser sends whenever You visit our Service or when You access the Service by or through a mobile device.
We use Cookies and similar tracking technologies to track the activity on Our Service and store certain information. Tracking technologies used are beacons, tags, and scripts to collect and track information and to improve and analyze Our Service. The technologies We use may include:
Cookies can be "Persistent" or "Session" Cookies. Persistent Cookies remain on Your personal computer or mobile device when You go offline, while Session Cookies are deleted as soon as You close Your web browser. Learn more about cookies on the Free Privacy Policy website article.
We use both Session and Persistent Cookies for the purposes set out below:
Necessary / Essential Cookies
Type: Session Cookies
Administered by: Us
Purpose: These Cookies are essential to provide You with services available through the Website and to enable You to use some of its features. They help to authenticate users and prevent fraudulent use of user accounts. Without these Cookies, the services that You have asked for cannot be provided, and We only use these Cookies to provide You with those services.
Cookies Policy / Notice Acceptance Cookies
Type: Persistent Cookies
Administered by: Us
Purpose: These Cookies identify if users have accepted the use of cookies on the Website.
Functionality Cookies
Type: Persistent Cookies
Administered by: Us
Purpose: These Cookies allow us to remember choices You make when You use the Website, such as remembering your login details or language preference. The purpose of these Cookies is to provide You with a more personal experience and to avoid You having to re-enter your preferences every time You use the Website.
For more information about the cookies we use and your choices regarding cookies, please visit our Cookies Policy or the Cookies section of our Privacy Policy.
create/update accounts enable transportation, delivery and other services/features
enable dynamic pricing, in which ride prices, or delivery fees are determined based on factors such as estimated time and distance, predicted route, estimated traffic, and the current number of users requesting or providing services.
rocess payments
personalize user accounts. For example, we may present order recipients with personalized restaurant or food recommendations based on their prior orders.
facilitate insurance, vehicle, invoicing, or financing solutions.
provide users with trip or delivery updates, generate receipts, and inform them of changes to our terms, services, or policies
We use data to help maintain the safety, security, and integrity of our services and users. verifying users identity and eligibility to provide transportation or deliveries, including through reviews of background checks, to help prevent use of our services by unsafe drivers and/or riders. In certain regions, this includes Twende Real-Time ID Check feature, which prompts drivers and delivery persons to share a selfie before going online to help ensure that the driver or delivery person using the app matches the Twende account we have on file. We may also use this feature for other verification purposes such as verifying change of bank account information or regaining account access. In addition, we may use facial recognition technology to process user profile photographs, identification photographs, or other user-submitted photographs to prevent identity-borrowing or use of our services by unauthorized drivers or delivery people. We may also use selfies to verify that users are wearing masks, helmets or other safety gear through the use of object verification technology.
using data from driver or delivery person devices to detect unsafe driving behavior such as speeding or harsh braking and acceleration, and to inform them of safer driving practices. We also use data from delivery person
using driver location information, and communications between riders and drivers, to identify cancellation fees earned or induced through fraud. For example, if we determine that a driver is delaying a rider pickup in order to induce a cancellation, we will not charge the rider a cancellation fee and will adjust the amounts paid to the driver to omit such a fee.
using driver data (such as past trip information and reported incident rates) and rider data (such as past trip information, cancellation and reported incident rates, account information, ratings information, and current pick-up and drop-off location) to predict and help avoid pairings of users that may result in increased risk of conflict (for instance, because one user previously gave the other a one-star rating)
sharing user name, location, phone number, vehicle details and other relevant information with third-party companies that support the management and de-escalation of interpersonal conflicts that may occur between users while on a trip or in the process of making a delivery.
Twende performs the above activities on the grounds that they are necessary to fulfill the terms of our agreements with users, and/or for purposes of the legitimate safety and security interests of Twende, our users and members of the general public
Twende uses the information we collect (which may include call recordings) to provide customer support, including to investigate and address user concerns and to monitor and improve our customer support responses and processes. Twende performs the above activities on the grounds that they are necessary to fulfill the terms of our agreements with users or for purposes of Twende legitimate interest in monitoring and improving its customer support services.
We use data for testing, research, analysis, product development, and machine learning to improve the user experience. This helps us make our services more convenient and easy-to-use, enhance the safety and security of our services, and develop new services and features. Twende performs the above activities on the grounds that they are necessary for purposes of Twende legitimate interests in improving and developing new services and features.
For example, a driver may message or call a rider to confirm a pick-up location, a rider may call a driver to retrieve a lost item, or a restaurant or delivery person may contact an order recipient with information about their order. Twende performs the above activities on the grounds that they are necessary to fulfill the terms of our agreements with users
Sending emails, text messages, push notification, and in-app messages or other communications marketing or advertising Twende products, services, features, offers, promotions, sweepstakes, news and events. This may include using location, trip and order history, device data and usage data to send marketing communications that are personalized based on user observed or inferred interests and characteristics. For example, we may send push notifications suggesting a user favorite destinations or merchants, or in-app messages offering discounts or promo for products or merchants similar to those a user has previously ordered.
Displaying Twende advertising on third party apps or websites. This includes using location, trip and order history, device data and usage data, and sharing hashed email addresses and device or user identifiers with advertising partners (such as Facebook and TikTok), to personalize such ads to user interests.
Measuring the effectiveness of Twende ads, and of third party ads displayed in Twende apps or in connection with our services
We use data to investigate or address claims or disputes relating to use of Twende services, to satisfy requirements under applicable laws, regulations, or operating licenses or agreements, or pursuant to legal process or governmental request, including from law enforcemen
Twende performs the above activities on the grounds that they are necessary for purposes of Twende legitimate interests in investigating and responding to claims and disputes relating to use of Twende services and features, and/or necessary for compliance with applicable legal requirements.
The Company will retain Your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use Your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies.
The Company will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of Our Service, or We are legally obligated to retain this data for longer time periods.
Your information, including Personal Data, is processed at the Companys operating offices and in any other places where the parties involved in the processing are located. It means that this information may be transferred to — and maintained on — computers located outside of Your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from Your jurisdiction.
Your consent to this Privacy Policy followed by Your submission of such information represents Your agreement to that transfer.
The Company will take all steps reasonably necessary to ensure that Your data is treated securely and in accordance with this Privacy Policy and no transfer of Your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of Your data and other personal information.
If the Company is involved in a merger, acquisition or asset sale, Your Personal Data may be transferred. We will provide notice before Your Personal Data is transferred and becomes subject to a different Privacy Policy.
Under certain circumstances, the Company may be required to disclose Your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
The Company may disclose Your Personal Data in the good faith belief that such action is necessary to:
The security of Your Personal Data is important to Us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While We strive to use commercially acceptable means to protect Your Personal Data, We cannot guarantee its absolute security.
The Service Providers We use may have access to Your Personal Data. These third-party vendors collect, store, use, process and transfer information about Your activity on Our Service in accordance with their Privacy Policies.
We may use third-party Service Providers to provide better improvement of our Service.
Google Places
Google Places is a service that returns information about places using HTTP requests. It is operated by Google
Google Places service may collect information from You and from Your Device for security purposes.
The information gathered by Google Places is held in accordance with the Privacy Policy of Google: https://www.google.com/intl/en/policies/privacy/
You have the option to delete your account either directly from the Twende app or by sending us an email. Please note that before we proceed with the deletion, Twende will ask you to verify your phone number. You may also provide a reason for the deletion, but this is optional. Once the deletion request is submitted, your account will be permanently deleted. To delete your account from the app:
Our Service does not address anyone under the age of 13. We do not knowingly collect personally identifiable information from anyone under the age of 13. If You are a parent or guardian and You are aware that Your child has provided Us with Personal Data, please contact Us. If We become aware that We have collected Personal Data from anyone under the age of 13 without verification of parental consent, We take steps to remove that information from Our servers.
If We need to rely on consent as a legal basis for processing Your information and Your country requires consent from a parent, We may require Your parent's consent before We collect and use that information.
Our Service may contain links to other websites that are not operated by Us. If You click on a third party link, You will be directed to that third party's site. We strongly advise You to review the Privacy Policy of every site You visit.
We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
We may update Our Privacy Policy from time to time. We will notify You of any changes by posting the new Privacy Policy on this page.
We will let You know via email and/or a prominent notice on Our Service, prior to the change becoming effective and update the "Last updated" date at the top of this Privacy Policy.
You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.
If you have any questions about this Privacy Policy, You can contact us:
By email: [email protected]
By phone number: +255767369355