Privacy Policy

Last updated 9 September 2026

This policy explains what Zana collects, why, and what you can do about it. It is written to be read rather than to satisfy a lawyer, and it describes what the app actually does.

Zana is operated by Bastion Holdings Ltd in Kigali, Rwanda. If anything here is unclear, write to hello@zanaride.rw.

What we collect

Information you give us

• Your name and phone number when you create an account
• Your email address, if you provide one
• Addresses you save, such as home or work
• Photographs you take of packages when sending a delivery
• Ratings and comments you leave

Location

Zana is a transport service, so location is central to how it works. What we collect depends on who you are.

If you are a customer, we collect your location only while you are using the app — to set your pickup point, show nearby shops, and follow your ride or delivery on the map. We do not collect your location when the app is closed.

If you are a driver, we collect your location continuously while you are online and carrying a job, including when the app is in the background and your screen is off. This is necessary: a customer waiting for a parcel needs to see where it is, and we cannot offer you nearby work without knowing where you are. Location collection stops when you go offline. You can withdraw this permission at any time in your phone settings, though the driver app cannot function without it.

Payments

Payments are processed by our payment providers. Zana stores a record of the amount, the method used, and a reference number. We never see or store your card number, PIN, or mobile money password. Card details are entered on the payment provider’s own page, not ours.

Collected automatically

• Device type and operating system version
• Records of trips, deliveries and orders
• Records of calls made through the app — the fact of the call and its duration, never its content
• Error reports when something goes wrong

What we do with it

• Match you with a driver, or match a driver with a job
• Show a live position so customers can follow a ride or parcel
• Calculate fares and delivery fees from distance
• Process payments and keep a record for your wallet history
• Let you and your driver call each other without exchanging numbers
• Respond to an emergency alert, which shares your location with our safety team
• Investigate a dispute about a delivery, using the pickup and drop-off photographs
• Fix problems and improve the service

We do not sell your information. We do not share it with advertisers.

Who else sees it

Only where it is needed to provide the service:

• Your driver sees your first name, your pickup and drop-off, and can call you through the app. They do not see your phone number.
• A merchant or market agent sees what you ordered and a delivery address. They do not see your other activity.
• Our payment provider receives the amount and your phone number to process a mobile money charge.
• Our SMS provider receives your phone number to send verification codes.
• Authorities, where we are legally required to disclose, or where there is a genuine risk to someone’s safety.

How long we keep it

• Account details, for as long as your account exists
• Trip and order history, for seven years, because tax law requires it
• Package photographs, for 30 days, then deleted automatically
• Location traces, for 90 days

Your choices

• Location permission can be withdrawn in your phone settings at any time
• You can ask for a copy of your data, or ask us to delete your account, by writing to us
• You can correct your details in the app

Deleting your account removes your personal details. Financial records are retained where the law requires it, with your identity removed where possible.

Security

Traffic between the app and our servers is encrypted. Passwords are hashed and cannot be read by us. Access to production data is limited to the people who need it. No system is perfect, and we will tell you promptly if something happens that affects you.

Children

Zana is not for anyone under 18. We do not knowingly collect information from children. If you believe a child has an account, write to us and we will remove it.

Changes

If we change this policy in a way that matters, we will tell you in the app before it takes effect. The date at the top always reflects the current version.

Contact

Bastion Holdings Ltd
Kigali, Rwanda
hello@zanaride.rw