Last updated: 29 September 2026
This policy explains what information the Rawaana app and website collect, why, who we share it with, and the choices you have. Rawaana is a ride-hailing service operating in Pakistan. By using Rawaana you agree to this policy.
1. Information we collect
Account information
- Name, email address, phone number, password (stored only in encrypted, hashed form), gender and city.
- Your Rawaana ID (Passenger ID or Driver ID), created when you sign up.
Identity verification
- Drivers: CNIC number and photos of the front and back of the CNIC, driving licence number and photo, a profile photo (checked to confirm it shows a real face), and vehicle details and photos.
- Women (passengers and drivers): a photo of the front of the CNIC taken with the camera at sign-up. It is read automatically to confirm the card is valid, not expired, and registered as female. This protects women using Rawaana, including women-only rides.
Location
- Your precise location while you use the app, to show pickup points, find nearby drivers, and navigate rides.
- While you are signed in, the app also records your location in the background, even when it is closed or not in use, with a visible notification. This is for the safety of passengers and drivers during and around rides.
- During a ride, your live location is shared with the other person on that ride (driver or passenger).
- A location point roughly every 1 km of movement, plus points when a driver arrives, a ride starts and a ride ends. This creates a safety record of each trip.
Rides and payments
- Pickup and drop-off locations, routes, times, fares, fare offers, ratings, cancellations and reasons.
- For drivers: balance and top-up (recharge) history.
Messages and complaints
- In-ride chat messages and voice notes between passenger and driver, and whether they were delivered and read.
- Complaints you file, including messages, photos, videos, voice notes and any extra contact number you give us. Complaints made by phone to our helpline are also recorded.
Device information
- A device identifier and device model, used so that an account is signed in on one phone at a time.
- Technical information such as IP address and app errors, used to run and secure the service.
Permissions the app asks for
- Location (including background location): see above.
- Camera: for your profile photo, driver documents and the CNIC scan.
- Microphone: only when you record a voice note.
- Photos: only the photos or videos you choose through Android's photo picker; the app cannot browse your gallery.
- Notifications: for ride updates, the location-sharing notice, and announcements from Rawaana to drivers and/or passengers. You can turn notifications off in your phone's settings.
2. How we use your information
- To create and secure your account and keep it to one phone.
- To match passengers with suitable drivers (including women-only rides) and run each ride.
- To verify drivers and women users, and to prevent fraud, scams and misuse.
- For safety: live tracking, trip location records, the SOS/helpline features and investigating incidents.
- To handle complaints, disputes and support requests.
- To send account emails such as verification codes.
We do not sell your personal information and we do not use it for advertising.
3. Who we share it with
- The other person on your ride: name, live location, vehicle details (for drivers), rating, and your phone number only if you choose to share it.
- Service providers that run Rawaana on our behalf: our hosting provider (servers where data is stored), Google Maps (maps, addresses and routes), Google Firebase Cloud Messaging (delivers notifications to your phone using a notification token), Mapbox (maps in our internal tools), our email provider (verification emails), and an AI text-recognition service (Groq) that reads CNIC photos during verification.
- Authorities: we may share information, including ride records, location records and CNIC scans, with police, courts or other government authorities when the law requires it or when needed to protect someone's safety.
- Rawaana staff who need it to provide support, verify accounts and handle complaints.
4. How long we keep it
We keep your information while your account is active. After an account is deleted, personal details used to sign in are removed, but we keep ride, payment, complaint, location and verification records (including CNIC scans) for as long as needed for safety, fraud prevention, resolving disputes and complying with the law, including requests from authorities.
5. Security
Data is sent over encrypted connections (HTTPS). Passwords are stored hashed. CNIC scans and complaint attachments are kept in private storage that only authorised Rawaana staff can open. No system is perfectly secure, but we work to protect your information.
6. Your choices and rights
- View and update your name, phone number and city in the app (Profile).
- Stop location sharing by signing out. Location is required to use Rawaana while signed in.
- Choose whether to share your phone number with the other person on a ride.
- Ask for a copy of your information or for your account to be deleted. See Delete your account.
7. Children
Rawaana is for people aged 18 and over. We do not knowingly collect information from children.
8. Changes to this policy
We may update this policy. We will change the date at the top, and tell you in the app if the changes are significant.
9. Contact us
Email info@rawaana.online or call our helpline on +92 308 0959997.