Gyeme Privacy Policy

1. Introduction

Gyeme (“Gyeme”, “we”, “us” or “our”) is an electric-vehicle ride-hailing, delivery and vehicle-rental service for Ghana. Gyeme is operated by DriveEV Ghana Limited and is part of the same group of companies as XCharge EV Ghana, the EV charging network whose privacy policy is available at xchargeev.com/privacy-policy.

About our name. Our registered service name is Gyeme. In our logo, app, marketing and visual identity the name is written as GYE-ME (with a hyphen), reflecting the Ghanaian phrase “gye me” — take me, save me, help me. Gyeme and GYE-ME refer to the same service, the same company and the same account, and this policy applies equally to both. Our official WhatsApp display name is “Gyeme”.

This Privacy Policy explains how we collect, use and share your personal information when you use the Gyeme rider app, the Gyeme driver app, our website at gyeme.app, and our official WhatsApp channel (together, the “Services”).

By using Gyeme, you agree to the practices described in this policy. If you do not agree, please do not use the Services.

2. Who this policy covers

This policy applies to everyone who interacts with Gyeme, including:

• Riders – people who book rides, deliveries or vehicle rentals through Gyeme.
• Drivers and fleet partners – people and businesses who provide rides or deliveries on the Gyeme platform.
• Delivery recipients – people who receive a package sent through Gyeme.
• Website and WhatsApp visitors – anyone who visits gyeme.app or messages our WhatsApp number.

3. What information we collect

a. Information you provide

• Account registration: name, phone number, email address, profile photo and, for business accounts, company details.
• Driver and partner onboarding: driver’s licence, national ID (Ghana Card), proof of address, vehicle registration, insurance and roadworthiness documents, vehicle photos, and the results of any background or reference checks we carry out.
• Payment details: mobile money number, card details or other payment information when you pay in-app. Card numbers are handled by our payment processors and are not stored on Gyeme servers.
• Trip and booking details: pickup and drop-off addresses, saved places, delivery instructions, package descriptions, recipient name and phone number, rental dates and driver or vehicle preferences.
• Ratings and feedback: ratings, compliments, complaints and comments you leave about a trip, rider or driver.
• Support and communications: messages, emails, in-app chats, call recordings where we tell you a call is recorded, and WhatsApp conversations with our support team.

b. Location information

Location is essential to how Gyeme works. With your permission, we collect precise location from your device:

• Riders: when the app is open, to set your pickup point, show nearby drivers and track your trip. You can enter addresses manually if you prefer not to share location.
• Drivers: continuously while you are online or on a trip, including in the background, so we can match you with requests, navigate, calculate fares and keep both parties safe. Location collection stops when you go offline.
• Trip routes: we keep the route, timestamps and distance of each trip for fare calculation, receipts, dispute resolution and safety.

c. Automatically collected information

• Device information: device model, operating system, language, unique device and advertising identifiers, mobile network and carrier.
• Usage data: app screens visited, features used, timestamps, crash reports and diagnostic logs (collected through Firebase, Google Analytics or similar tools).
• Vehicle and telematics data: for vehicles on our fleet, battery state of charge, charging sessions, speed, mileage and in-car media interactions, used for fleet operations, safety and charging coordination with XCharge EV.

d. Cookies and tracking on our website

gyeme.app and any web views inside the app may use cookies or similar technologies to keep you signed in, remember preferences and measure how the site is used. You can control cookies through your browser settings.

4. How we use your information

We use your information to:

• Create and manage your account and verify your identity.
• Match riders with drivers, calculate fares and routes, and complete rides, deliveries and rentals.
• Process payments, issue receipts, handle refunds and prevent fraud.
• Provide customer support and resolve disputes between riders and drivers.
• Keep the platform safe, including verifying drivers, detecting misuse and investigating incidents.
• Send service messages such as booking confirmations, driver details, trip updates, receipts and one-time passcodes by SMS, push notification, email or WhatsApp.
• Send marketing and promotional messages where you have agreed to receive them.
• Coordinate vehicle charging and fleet operations with XCharge EV.
• Analyse usage to improve performance, fix bugs and develop new features.
• Comply with legal obligations, including transport, tax and data protection laws in Ghana.

5. How we share your information

a. Between riders and drivers

To complete a trip we share limited information between the people involved. A driver sees the rider’s first name, rating, pickup and drop-off locations and, if needed, a masked contact number. A rider sees the driver’s name, photo, rating, vehicle make, model, colour and registration number, and live location during the trip. Delivery recipients see the driver’s details and the sender’s name.

b. Within our group of companies

Gyeme shares information with DriveEV Ghana Limited and XCharge EV Ghana (XCharge Limited), which operate under common ownership. This allows us to run shared accounts and billing, coordinate EV charging for Gyeme vehicles on the XCharge network, manage fleet operations and provide consistent customer support across both brands. Information shared within the group is protected by this policy and by the XCharge EV Privacy Policy.

c. Service providers

We use third-party vendors to run the Services. They access data only to perform the tasks we contract them for. Examples include:

d. Legal purposes and safety

We may disclose your information when required by law, in response to a valid request from a court, regulator or law-enforcement agency, or where necessary to protect the rights, safety or property of Gyeme, our users or the public. This includes sharing trip details with the police or emergency services when an incident is reported.

e. Business transfers

If Gyeme or DriveEV Ghana Limited is involved in a merger, acquisition, restructuring or sale of assets, your information may be transferred as part of that transaction. We will notify you and your information will remain subject to this policy.

6. WhatsApp communications

Gyeme uses the WhatsApp Business Platform, provided by Meta, to send service messages (such as booking confirmations, driver details, receipts and verification codes) and to offer customer support. When you message our official WhatsApp number or opt in to receive WhatsApp messages from us:

• Your phone number, name and the content of our conversation are processed by Meta on our behalf, under Meta’s own terms and privacy policy.
• We will only send marketing messages on WhatsApp if you have opted in. You can stop them at any time by replying STOP or by changing your notification settings in the app.
• Service messages about active bookings will continue while you use Gyeme, as they are necessary to provide the Services.

Gyeme’s WhatsApp presence is managed under the verified Meta business account of our group, which also operates XCharge EV.

7. How long we keep your information

We keep your information for as long as your account is active. After you close your account, we keep it for up to two years, or longer where required by law, to resolve disputes, enforce our terms, complete audits and maintain backups. Trip and payment records may be kept for longer to meet tax, accounting and transport regulations. Driver documents are deleted or anonymised once they are no longer needed for compliance.

8. Your rights and choices

Under Ghana’s Data Protection Act, 2012 (Act 843) and other applicable laws, you have the right to:

• Access and correction: review and update your details in your profile in the app, or ask us for a copy of the information we hold about you.
• Account deletion: delete your account from the app settings or by contacting support. After deletion we remove or anonymise your information, unless we are required by law to keep it.
• Marketing preferences: opt out of promotional emails, SMS, push notifications or WhatsApp messages at any time using the unsubscribe link, replying STOP, adjusting your notification settings, or contacting support.
• Location and permissions: control location, camera, contacts and notification access through your device settings. Some features will not work without location access.
• Analytics: disable analytics and crash reporting through in-app controls or your device’s advertising settings.
• Complaints: lodge a complaint with us or with the Data Protection Commission of Ghana if you believe we have handled your information improperly.

9. Children’s privacy

Gyeme accounts are for adults aged 18 and over. We do not knowingly collect personal information from anyone under 18. Minors may only travel with Gyeme as passengers of an adult account holder. If you believe we have collected information from a child, please contact us so we can delete it.

10. Data security

We protect your information with industry-standard measures, including TLS encryption in transit, encrypted storage, access controls, masked phone numbers between riders and drivers, and regular security reviews. No method of transmission over the internet is completely secure, so we cannot guarantee absolute security, but we work continuously to protect your data.

11. International transfers

Your information is primarily processed in Ghana. Some of our service providers store or process data in other countries. Where this happens, we make sure appropriate safeguards are in place in line with the Data Protection Act, 2012 (Act 843) and, where relevant, other data protection laws such as the GDPR.

12. Changes to this policy

We may update this policy from time to time. We will notify you through the app, by email or by WhatsApp before any significant change takes effect, and the “Last updated” date at the top of this page will change. Continued use of Gyeme after a change means you accept the updated policy.

13. Contact us

For questions, requests or complaints about this policy or your personal information, contact:

Gyeme – DriveEV Ghana Limited
Tse-Addo, Accra, Ghana
Email: privacy@gyeme.app
Support: support@gyeme.app
Website: gyeme.app

Gyeme (branded GYE-ME) is a product of DriveEV Ghana Limited and a sister brand of XCharge EV Ghana. Learn more about XCharge EV at xchargeev.com.

By using Gyeme, you acknowledge that you have read and agree to this Privacy Policy.