HelaGo Privacy Policy

1. Introduction

HelaGo (“we”, “our”, or “us”) is a ride-hailing platform operated by HelaGo (Private) Limited, connecting passengers (“Passengers”) with drivers (“Drivers”) for on-demand transportation services within Sri Lanka.

We value your privacy and are committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, disclose, and safeguard the personal information of all users of the HelaGo platform (the “App”, “Website”, or “Service”).

By accessing or using HelaGo, you acknowledge that you have read and understood this Privacy Policy and consent to the collection and processing of your information in accordance with its terms.

2. Information We Collect

We collect personal and non-personal information from both Drivers and Passengers to provide and improve our services.

2.1. Information You Provide

• Account Information: Name, mobile number, email address, gender, and preferred calling name or title (e.g., “Mr.”, “Ms.”, “Bro”).
• Profile Details (Drivers): NIC/Driving License number, vehicle registration, insurance, profile photo, and bank account details for settlements.
• Profile Details (Passengers): Preferred payment method and contact details for ride communication.
• Support and Feedback: Information shared with our customer support, including messages, complaints, or reviews.

2.2. Information Collected Automatically

• Location Data: GPS location of both Drivers and Passengers, including route history, trip origin, destination, and waiting time.
• Usage Data: App usage logs, access times, interactions with features, and device event data.
• Device Information: Device model, operating system, language preference, app version, and IP address.
• Transaction Data: Fare amount, payment method, transaction reference, and discounts or promotional codes used.

2.3. Information from Third Parties

We may collect or verify information through:

• Payment gateways and banking partners for transaction processing.
• Identity verification and regulatory databases.
• Map and navigation service providers such as Google and Mapbox for location-based features.

3. How We Use Your Information

We process your information to:

• Facilitate ride bookings, routing, navigation, and trip tracking.
• Enable communication between Drivers and Passengers.
• Calculate fares, waiting time, and apply promotions or cancellation fees.
• Process payments and settlements.
• Ensure safety, detect fraud, and prevent misuse of the platform.
• Provide customer support and resolve disputes.
• Improve service quality, route accuracy, and pricing logic.
• Comply with applicable laws, taxation, and regulatory reporting obligations.

4. Sharing of Information

We do not sell or rent personal data. However, we may share information under the following circumstances:

• Between Passengers and Drivers: Basic contact and trip-related details (name, pickup, and drop-off locations) are shared for coordination purposes during an active ride.
• With Service Providers: Trusted third parties such as payment processors, navigation partners, and analytics providers assisting us in delivering core services.
• With Law Enforcement: When required by law, regulation, or legal process, or to protect HelaGo’s rights and property.
• With Affiliates: Within the Bhasha group of companies, for service optimization and product improvement.

All third-party partners are contractually obligated to handle your data securely and solely for authorized purposes.

5. Data Retention

We retain personal information only as long as necessary to fulfil the purposes outlined in this policy or as required by law.

• Trip data, receipts, and payment records may be retained for up to seven (7) years for financial and legal compliance.
• Location data related to completed trips may be anonymized for analytics after ninety (90) days.
• Account data may be deleted upon verified user request, subject to regulatory obligations.

6. Data Security

We employ industry-standard technical and organizational measures to protect your personal information, including:

• Encrypted data transmission (HTTPS/TLS).
• Secure access controls and role-based permissions.
• Continuous monitoring to prevent unauthorized access or misuse.

However, no system is completely secure. Users are responsible for maintaining the confidentiality of their credentials and are advised to report any suspicious activity immediately.

7. User Rights

In accordance with the Sri Lanka Personal Data Protection Act, No. 9 of 2022, and international best practices, users have the right to:

• Access, review, and obtain a copy of their personal data.
• Request correction or deletion of inaccurate information.
• Withdraw consent for non-essential processing (e.g., marketing).
• Lodge a complaint with the relevant Data Protection Authority if dissatisfied with our handling of data.

Requests may be submitted via [email protected] and will be processed within a reasonable timeframe.

8. Cookies and Analytics

HelaGo may use cookies and analytics tools to enhance user experience, improve system performance, and personalize content. Users may disable cookies through browser settings, though this may limit certain features of the App or Website.

9. Third-Party Links

Our App may include links to third-party websites or services. We are not responsible for the privacy practices or content of such external platforms. Users are encouraged to review the privacy policies of those services separately.

10. Children’s Privacy

HelaGo services are intended for users aged eighteen (18) years and above. We do not knowingly collect personal information from minors. If we become aware that data has been collected from a person under 18, such data will be promptly deleted.

11. Updates to This Policy

We may modify or update this Privacy Policy from time to time to reflect operational, legal, or regulatory changes. All updates will be published on the HelaGo App and Website, and continued use of the Service after such publication shall constitute acceptance of the revised policy.

12. Contact Us