This text is pending review by a lawyer. Until a revised version is published, this version applies.
1. Who we are
The controller of your personal data is DashDotSystems SH.P.K., a limited liability company registered in the Republic of Kosovo (unique identification number 812460880), Ramë Bugujevci 5, Fushë Kosovë, Kosovo. Kwiker is its brand. (“Kwiker”, “we”, “us”).
For any privacy question or request, email info@kwiker.app or message us on WhatsApp (+383 44 229 890).
2. Scope
This policy applies to the Kwiker mobile app and the kwiker.app website. Kwiker is a carpooling platform: drivers publish routes they are already driving and offer empty seats; passengers book a seat and pay the driver in cash. Kwiker does not transport passengers and does not process payments.
If you are in the group testing our taxi service, §17 also applies.
This policy does not cover third-party services you may reach from Kwiker (for example, your phone's maps or messaging apps), which have their own policies.
3. Data, purpose & legal basis
We process personal data under Law No. 06/L-082 on the Protection of Personal Data and, where it applies, the EU GDPR. We collect only what the service needs. For every item, the table shows why we use it and on what legal basis.
| Data | Why | Legal basis |
|---|---|---|
| Account: name, email, password (stored hashed, never in plain text), or your Google or Apple identifier if you sign in with them | Creating and securing your account; contacting you about your account and requests | Contract |
| Phone number (not verified) | Account contact; recognising you when another user has saved you as an emergency contact (§6); the re-registration block (§11) | Contract; legitimate interest in safety |
| Profile photo | Showing others who they will travel with | Contract |
| Gender | Same-gender matching, described in Terms §11 | Contract |
| City, country, language | Showing nearby trips, the currency and the app language | Contract |
| Acceptance of the Terms: date and version | Proof of which version you accepted | Legitimate interest; legal obligation to demonstrate agreement |
| Identity verification (drivers; optional for others) — see §4 | Confirming a driver is who they say they are; preventing removed accounts from returning | Contract; legitimate interest in safety; for biometric data, your explicit consent |
| Vehicle (drivers): make and model, plate, colour, seats, photo | Your driver record; identifying the vehicle in a safety investigation | Contract; legitimate interest in safety |
| Trips & bookings: routes, times, seats, contribution, status, requests, cancellation reasons, no-show marks | Running the service: publishing, searching, booking and cancelling trips | Contract |
| Cash records: the agreed amount and its status (pending, collected, waived, no-show). No card data | A shared record for both parties; resolving disputes | Contract; legitimate interest |
| Messages: text, photos, voice messages, locations shared in chat; conversations you have hidden from your list | Coordinating the trip; reviewing reports | Contract; legitimate interest in safety |
| Ratings: score, tags, comment | Reputation and trust between users | Contract; legitimate interest |
| Reports & blocks | Protecting users; moderation | Legitimate interest in safety |
| Location — see §5 | Routes, search, trip sharing, SOS | Contract; your consent for the location permission |
| Emergency contacts: name and phone number — see §6 | SOS | Legitimate interest; vital interests in an emergency |
| Companions: gender only — see §7 | Same-gender matching | Contract with you; legitimate interest |
| Device: push-notification token, platform (iOS/Android), app version, last-active time; in-app notifications | Sending notifications about your trips and requests | Contract |
| Crash reports: error details, device model, operating-system and app version, account identifier | Finding and fixing errors | Legitimate interest |
| Your messages to us on WhatsApp or by email | Answering your requests and complaints | Legitimate interest; legal obligation for privacy requests |
| Activity log of account and safety actions (for example, moderation decisions) | Accountability and investigating incidents | Legitimate interest |
We do not collect payment-card data, read your phone's address book, or show advertising. The app has no analytics; the website counts visits without cookies (§16).
Where the basis is legitimate interest, you have the right to object (§13). Where the basis is contract, we cannot provide the service without the data.
4. Identity verification
Before a driver can offer rides, they complete an identity check through our partner, Didit. The check asks for a scan of an identity document (ID card, passport or driving licence) and a face liveness check (selfie) to confirm the document belongs to the person. In some cases the document's chip may also be read. Any user may verify voluntarily; passengers are not required to.
The face check involves biometric data, a special category of data. We process it only with your explicit consent, which you give when you start verification; without it you cannot become a driver.
Kwiker keeps the outcome of the check: the status (verified / pending / rejected), document type, Didit reference, any rejection reason, the date, and an irreversible code (hash) of the document number — not the number itself. Didit holds the document images and selfie as our processor. If verification through Didit is unavailable, images may be uploaded to our own private storage and reviewed by our staff.
5. Location
Location is used narrowly and never for advertising:
- Routes. The start, destination and pickup points you enter when posting or searching for a trip.
- Your phone's location when you ask for it. To find the city or address you are at, for example during sign-up or a search.
- The driver's live location. From the moment the driver taps “On my way” until the trip ends, their location is shown to the passengers on that trip and to anyone holding a share link. This continues while the app is off screen, with a visible notification on the phone. Passengers' location is not tracked live.
- Location in chat. When you choose to share it in a conversation.
- SOS and trip sharing. SOS opens a call to 112. During a trip in progress it creates a link showing the start, destination, time, status and the driver's latest position, sends it by notification to your emergency contacts who use Kwiker, and opens your phone's share sheet so you can send it to others yourself.
Share links stop working 4 hours after the trip's departure time. You can withdraw location permission at any time in your phone's settings; some safety features will stop working.
6. Emergency contacts
If you save an emergency contact, you give us that person's name and phone number. They are not necessarily a Kwiker user and have not agreed to anything — so only add someone who would expect to hear from you in an emergency.
We use those details only when you press SOS. If the contact is a Kwiker user (we recognise them by phone number), they receive a notification with your name and the trip link. If not, nothing is sent automatically — your phone opens its share sheet and you send the link yourself. We never contact your emergency contacts for any other reason.
Emergency contacts are deleted when you remove them or delete your account. The contact may also ask us to remove them.
7. Companions
If you book a seat for someone travelling with you who does not have a Kwiker account, we store that person's gender and nothing else — no name, age or contact details.
We use it only for the same-gender matching rule (Terms §11). It is shown to the driver of that trip and to the other people on it, without any name attached. It is deleted with the booking, or when you delete your account.
8. Messages, reports & blocking
Chat messages are stored so both participants can see the conversation history.
We do not read your messages
We do not read or monitor your messages. We disclose data from our database, including messages, to the competent authorities only when they request it under the law, or where the law otherwise requires it.
Blocking
If you block someone we store which account you blocked and when. The other person is not told. We may also create a moderation report — when you ask us to, and always when the block affects an accepted booking.
A message sent to you by someone you have blocked is stored, but never shown to you. The sender sees an ordinary sent message. That way blocking does not tell somebody they have been blocked, which is what makes it safe to use against a person who is harassing you.
Deleting a conversation
Deleting a conversation removes it from your list. It does not delete the messages and does not remove the conversation for the other person. If they message you again, the conversation comes back with its history. We keep a record of when you hid it. To erase your messages altogether, delete your account.
9. Who we share data with
We do not sell your personal data and we do not share it for advertising.
Other users
Other users see your name, photo, rating and reviews, the trips you publish and the messages you send them. During a trip, passengers see the driver's live location (§5).
Service providers (processors)
We use service providers that process data on our behalf, only for the purposes below and on our instructions:
- database hosting, sign-in and file storage;
- identity verification of drivers;
- delivering push notifications (through Apple's and Google's services);
- maps and address search;
- signing in with Google or Apple, if you choose to;
- sending email and hosting the website;
- anonymous website visit statistics;
- crash reports from the app;
- servers that calculate routes and relay calls.
The list of providers is available on request.
Others
- Authorities — only when the law requires it, on a valid legal request.
- Our professional advisers (lawyers, accountants) under a duty of confidentiality.
- A buyer or successor of our business, if the business is transferred, under this policy.
10. International transfers
Our main database is hosted in the European Union. Some providers (for example those for notifications, maps and sign-in) may process data outside Kosovo and the EU, including in the United States. In those cases we rely on the safeguards those providers offer, such as the EU standard contractual clauses or the EU–US Data Privacy Framework, and on the transfer rules of Law No. 06/L-082. Write to us if you would like a copy of the safeguards.
11. How long we keep data
When you delete your account it is closed immediately and your data is erased from our systems 30 days later (see Delete your account). The table shows what happens to each kind of data.
| Data | Retention |
|---|---|
| Account and profile, vehicle, photos, emergency contacts, push tokens | While your account is active; erased when the account is erased |
| Trips you published, your seat requests, and companions | While your account is active; erased when the account is erased |
| Cash records | While your account is active. When it is erased the link to you is removed; those for trips you published as a driver are erased with the trips |
| Messages you sent and their files | While your account is active; erased when the account is erased. Messages others sent you stay with their account |
| Ratings you left for others | Kept after your account is erased, no longer linked to you, so others' reputation is not distorted |
| Ratings others left for you | Erased when the account is erased |
| Reports you filed | Erased when the account is erased |
| Reports filed about you, and moderation decisions | Kept after your account is erased, because a report about someone must not disappear when they delete their account. They currently have no fixed end date; they are kept as long as needed to protect users and for legal claims |
| Identity-verification result held by Kwiker | Erased when the account is erased |
| Document images and selfie held by Didit | Kept by Didit under its own retention periods. We do not currently ask Didit automatically to delete them when you delete your account; write to us and we will pass your deletion request on to Didit |
| Re-registration block: an irreversible value derived from your phone number, email and document number, combined with a secret value | 90 days from the day you ask to be deleted, so an account cannot be deleted and re-opened straight away; erased automatically after that. No end date where the account was removed for a safety reason. It cannot be turned back into your details, is never shared, and is read only when someone signs up or verifies |
| Live location | Erased automatically after 30 minutes, or when the trip ends |
| Trip share links | Stop working 4 hours after the departure time; erased when the account is erased |
| In-app notifications | Erased automatically after 60 days |
| Crash reports | For a limited period, then deleted automatically |
| Activity log | Kept as the record of account and safety actions. After your account is erased your name is no longer linked to it; an internal account number that matches no profile may remain |
| Your messages to us | As long as needed to handle the request and to defend against claims |
| Backups | Backups kept by our database provider are overwritten on their normal cycle; they are not used for any other purpose |
We may keep data longer where the law requires it, or where we need it for an open safety investigation or legal claim; we will tell you why if we do.
12. Security
We apply technical and organisational measures appropriate to the risk: encryption in transit, row-level access controls in our database, private storage for files, hashed passwords, and restricted access for staff.
No system is perfectly secure. If a personal-data breach is likely to put your rights at risk, we will notify the supervisory authority and, where required, you.
13. Your rights
Under the applicable law, you have the right to:
- know what data we hold about you and receive a copy;
- correct inaccurate or incomplete data;
- ask for your data to be erased, except what we must keep (§11);
- restrict processing, or object to it where it is based on legitimate interest;
- receive your data in a machine-readable format (portability);
- withdraw consent at any time, without affecting earlier processing;
- complain to a supervisory authority (§19).
A copy of your data: in the app, Profile → Settings → Privacy & data, you can request a copy, sent to you by email as a JSON file. It contains your main account data; for anything that is missing, write to us.
Deletion: see Delete your account. For other rights, email info@kwiker.app or message us on WhatsApp. We reply within 30 days. We may need to confirm you own the account before we act.
A copy of your data does not tell you whether someone has blocked you, because that is a fact about another person.
14. Automated decisions
Some checks are automatic: identity verification is decided by Didit; and a sign-up or verification is refused if it matches the re-registration block. We do not do profiling. If you think such a decision is wrong, write to us and a person will review it.
15. Minimum age
Kwiker is not for children. Passengers must be at least 16, and drivers at least 18 with a valid driving licence. We do not verify passengers' age. If we learn that we have collected data from someone below the minimum age, we will delete it.
17. Taxi service testing
This part applies only if you are in the group testing our taxi service. During the test we also process:
- pickup and destination points, and the GPS track of a taxi trip, which is deleted automatically 90 days after the trip;
- for taxi drivers: their location for the whole time they are “online”, including when the app is off screen;
- in-app voice calls: they are not recorded; we keep only who called whom and when;
- phone bookings made by dispatchers: the customer's name and phone number.
Taxi companies taking part in the test are independent parties: they receive your name, pickup point and trip details to carry out the trip, and process them as controllers in their own right. Taxi trip records remain after your account is erased, no longer linked to you.
18. Changes
We may update this policy as the product changes. We will publish the new version here and update the date. For material changes we will tell you in the app or by email before they take effect.
19. Complaints & contact
If you have a concern, contact us first — we would like the chance to put it right. Email info@kwiker.app or message us on WhatsApp. We reply within 30 days.
You also have the right to complain to the Information and Privacy Agency of the Republic of Kosovo (aip.rks-gov.net). If you live or work in the EU or EEA, you may also complain to the data-protection authority in your country.