Passenger Policies

Privacy Policy for Passengers

Effective Date: August 1, 2026

At Retwik, we value your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our passenger platform.

1. Information We Collect

1.1 Information You Provide

• Account Information: Full name, email address, phone number, profile photo
• Payment Information: Credit/debit card numbers, billing address, and payment history
• Communications: Messages with drivers, support inquiries, and feedback
• Reviews and Ratings: Ratings and comments you provide about trips

1.2 Information Collected Automatically

• Location Data: GPS location when the app is active, including pickup and drop-off locations, routes, and trip history
• Device Information: Device model, OS, unique identifiers, mobile network info, app version
• Usage Data: Trip history, booking patterns, app interactions, and crash reports
• Contacts: If you choose to use the emergency contact feature, we store your designated emergency contacts

1.3 Information from Third Parties

• Payment Processors: Transaction verification and fraud prevention
• Map Services: Mapping data and traffic information
• Social Login: If you sign up using a social account, we receive basic profile information per your social account settings

2. How We Use Your Information

We use your information to:

• Provide, maintain, and improve the Retwik platform
• Process ride requests, calculate fares, and handle payments
• Match you with drivers and provide navigation
• Ensure safety and security for all platform users
• Detect and prevent fraud, abuse, and policy violations
• Communicate with you about your trips, account, and promotions
• Comply with legal obligations

3. Information Sharing

We may share your information with:

• Drivers: Your first name, rating, pickup location, and destination (after ride acceptance)
• Service Providers: Third parties that assist with payment processing, mapping, analytics, and support
• Law Enforcement: When required by law or to protect safety
• Insurance Companies: Information related to accidents or claims

4. Data Security

We implement industry-standard security measures including encryption (TLS 1.3 in transit, AES-256 at rest), regular security audits, access controls, and employee training. However, no method is 100% secure.

5. Data Retention

We retain your information while your account is active and for up to 5 years after deletion for legal, fraud prevention, and dispute resolution purposes.

6. Your Rights

You may have the right to access, correct, delete, or port your personal information. Contact privacy@retwik.com to exercise these rights.

7. Location Data

We collect location data when the app is active to facilitate ride matching, navigation, and safety. You may disable location sharing, but this will prevent you from using the platform.

8. Children's Privacy

The platform is not for users under 18. We do not knowingly collect information from children.

9. Changes

We may update this policy. Material changes will be communicated 30 days in advance.

10. Contact

Email:privacy@retwik.com

Community Guidelines for Passengers

Help us maintain a safe, respectful community for everyone.

1. Respect Your Driver

• Treat your driver with courtesy and respect
• Be ready at the pickup location when the driver arrives
• Provide clear and accurate destination information
• Do not make unreasonable demands or requests
• Avoid lengthy phone calls that distract the driver

2. Safety

• Verify your driver: Always check the driver's name, photo, and vehicle details before getting in
• Share your trip: Use the "Share My Trip" feature to let friends or family follow your ride in real-time
• Wear your seatbelt: Always buckle up for your safety
• Emergency contacts: Add emergency contacts in the app for quick access
• Trust your instincts: If something feels wrong, use the in-app emergency button or call 911

3. Zero Tolerance Behaviors

• Physical or verbal assault of a driver
• Sexual harassment or misconduct
• Discrimination based on race, gender, religion, or any protected characteristic
• Damage to the driver's vehicle
• Bringing firearms or illegal substances into the vehicle
• Attempting to pay or solicit the driver outside the Retwik platform
• Fraudulent activity, including payment fraud or false reports

4. Ratings

Rate your driver after every trip to help maintain quality. Be honest and constructive in your feedback. Drivers who consistently receive low ratings face review and potential deactivation.

5. Lost and Found

If you leave an item in a vehicle, use the app's "Lost Item" feature to contact the driver. Be prompt — drivers are not required to hold items indefinitely. You may be charged a reasonable delivery fee.

6. Reporting Issues

• Use the in-app emergency button for immediate safety concerns
• Report policy violations through the support section
• Contact local law enforcement for emergencies
• Provide accurate information when filing reports

Passenger Cancellation Policy

Understanding our cancellation policy helps ensure a fair experience for both passengers and drivers.

1. Free Cancellation Window

You may cancel a ride without charge:

• Within 2 minutes of requesting the ride (before a driver is matched)
• Immediately if no driver has accepted the ride

2. Cancellation Fees

3. No-Show Policy

If you do not arrive at the pickup location within 5 minutes of the driver's arrival, the driver may cancel the trip and a no-show fee will be charged. To avoid this:

• Be ready before requesting a ride
• Track the driver's arrival in real-time
• Contact the driver if you need more time

4. Surge Pricing Cancellations

Cancelling a ride solely because of surge pricing after a driver has been dispatched will incur a cancellation fee. This helps ensure drivers are fairly compensated for their time.

5. Repeated Cancellations

Passengers who repeatedly cancel rides may be subject to temporary restrictions or account review. Habitual cancellations impact driver earnings and the overall platform experience.

6. Disputing Fees

If you believe a cancellation fee was charged in error, you can dispute it through the app's support section within 48 hours of the trip.

Payment & Refund Policy

Transparent billing and fair refund practices for Retwik passengers.

1. Fare Calculation

Your fare is calculated based on:

• Base fare: A starting charge for the trip
• Distance: Per-mile or per-kilometer rate
• Time: Per-minute charge while in the vehicle
• Surge pricing: Dynamic pricing during high-demand periods (shown before you confirm)
• Tolls: Any tolls incurred during the trip
• Airport fees: Additional charges for airport pickups/drop-offs
• Booking fee: A small platform fee to maintain the service

The estimated fare is always displayed before you confirm the ride. The final fare may vary based on the actual route and traffic conditions.

2. Payment Methods (Worldwide)

Retwik maps payment methods per country across five continents (coverage for 231 countries). Cash is always available; other methods depend on your location:

• Cash — available in every service area
• Credit & debit cards — Visa, Mastercard, American Express, Discover (and local card schemes where supported), processed by your continent's card partner: Stripe (Americas, Europe, Asia, Oceania), Flutterwave or Paystack (Africa), with US Stripe as fallback when no local processor is configured
• Mobile money — Orange Money, MTN MoMo, Nexttel Cash, and other local wallets shown for supported countries
• PayPal — where offered for your country
• Retwik credits and promotional balances

Your payment method is charged automatically at the end of each trip. You will receive an email receipt for every trip.

3. Fare Adjustments

In certain cases, fares may be adjusted after the trip:

• Route deviation: If the driver took a significantly longer route without justification
• Wait time: Excessive wait time charges may be reviewed
• Incorrect pickup/dropoff: Technical errors in location detection

4. Refund Policy

Refunds may be issued in the following situations:

5. How to Request a Refund

1. Open the Retwik app and go to your trip history
2. Select the trip you want to dispute
3. Tap "Get Trip Help" and select the issue
4. Describe the problem and submit
5. Our support team will review within 24-48 hours

6. Credits and Promotions

• Promotional credits are applied before your payment method is charged
• Credits cannot be transferred, exchanged for cash, or combined with certain offers
• Retwik reserves the right to modify or cancel promotions at any time
• Unused credits expire after 90 days unless otherwise stated

7. Disputes

If you disagree with a charge, contact our support team within 48 hours. We will investigate and respond within 3 business days. You may also contact your bank or credit card issuer to dispute a charge, though we encourage resolving issues with us first.

Cameroon-Specific Terms

Effective Date: September 1, 2026

The following terms apply to riders in the Republic of Cameroon and supplement the general policies above. Where these terms conflict with a general policy, these Cameroon-specific terms control for Cameroon users. Retwik is available in French and English; in case of discrepancy, the French version prevails for Cameroon users to the extent required by law.

Regulatory & Transport Compliance

• Retwik operates in Cameroon in compliance with the Ministry of Transport and applicable road transport regulations for technology-enabled passenger transport.
• Drivers operating in Cameroon must hold valid documentation required by Cameroonian authorities, including a valid driving licence, vehicle registration, and proof of insurance or equivalent coverage.
• Vehicles used on the platform in Cameroon must be roadworthy and hold a valid periodic technical inspection certificate (contrôle technique / roadworthiness certificate), as required by law.
• Retwik is a technology platform connecting independent drivers with passengers; it is not a transportation carrier and does not employ drivers.

Service Areas

• Service availability is determined hierarchically: an active country, then an active region (Centre for Yaoundé, Littoral for Douala), then an active city.
• Requests from outside active service areas are blocked with an appropriate in-app notice; fares and ride matching are only available within active areas.
• Service areas may be updated from time to time with notice in the app.

Currency, Taxes & Payments

• All fares, taxes, fees, and tips are denominated and charged in XAF unless otherwise displayed.
• Applicable taxes are added at checkout as required by Cameroonian tax law; tax rates may change with notice.
• The estimated fare is always displayed before you confirm the ride, including any applicable surge.

Personal Data Protection (Law No. 2024/017)

Retwik processes personal data in Cameroon in accordance with Law No. 2024/017 of 23 December 2024 on the protection of personal data and related regulations:

• We collect and process personal data only for specified, legitimate purposes related to providing rides, payments, safety, and legal compliance.
• You may access, correct, delete, or object to the processing of your personal data, and may file a complaint with the competent Cameroonian data protection authority.
• We do not sell your personal data. Data may be transferred outside Cameroon with appropriate safeguards (e.g., standard contractual clauses) as described in the Privacy Policy.
• Location data is collected in real time during active trips for matching, navigation, and safety, as described in the Privacy Policy.
• To exercise your rights under Cameroonian law, contact us via the Contact Us section; we respond to verifiable requests within 30 days.

E-Commerce & Consumer Information

Retwik complies with Cameroonian e-commerce requirements (including Law No. 2010/021 of 21 July 2010 on e-commerce), including clear disclosure of service terms, pricing before ride confirmation, electronic receipts, and accessible customer support channels.