Privacy Policy

This Privacy Policy explains how Karawi collects, uses, shares, stores, and protects personal information when riders, customers, drivers, couriers, fleet operators, merchants, website visitors, and support contacts use our applications, websites, and services.

1. Who is responsible for your information

Karawi is responsible for the processing described in this Policy. Questions and privacy requests may be sent to support@karawi.net or submitted through https://taxi.karawi.net/ticket.

2. Information we collect

Depending on your role and use of the Platform, we may collect:

• Account and identity data: name, email, phone number, profile image, language, verification status, referral information, and authentication records;
• Driver and provider data: identity and licence documents, vehicle and fleet details, insurance or permit information, service categories, payment or payout account details, availability, performance, and verification records;
• Location and trip data: precise or approximate device location, pickup and destination, route, distance, timestamps, status changes, waiting, navigation, and safety events;
• Transaction data: fares, bids, cash collection, platform fees, wallet and ledger movements, promotions, refunds, cancellation charges, payout and payment references, and invoices;
• Device and technical data: device identifiers, app version, operating system, IP address, notification token, language, network and diagnostic logs, security events, cookies, and similar technologies;
• Communications and content: support tickets, in-app chats, call metadata, feedback, ratings, reviews, attachments, incident reports, and survey responses; and
• Delivery data: sender and recipient details, delivery instructions, parcel description, proof of delivery, and related communications.

We do not ask for information that is not reasonably needed for the service, safety, legal compliance, payment, fraud prevention, or support.

3. How we use information

We use information to:

• create, verify, secure, and manage accounts;
• match requests with suitable drivers or providers and operate rides, deliveries, rentals, bidding, navigation, and live tracking;
• calculate fares, fees, commissions, wallet balances, incentives, cancellations, refunds, invoices, and payouts;
• send verification codes, transactional messages, safety notices, receipts, and service updates;
• provide support, handle complaints, recover lost property, and investigate incidents;
• detect fraud, account sharing, unsafe conduct, platform abuse, technical errors, and security threats;
• improve service quality, accessibility, reliability, routing, pricing, and product performance;
• comply with legal requests, accounting, tax, insurance, safety, and regulatory obligations; and
• send optional offers or marketing where you have a choice and applicable requirements are met.

4. Location information

Precise location is central to dispatch, pickup, live trip progress, navigation, fare calculation, safety, and fraud prevention. Riders may provide a location while requesting or taking a service. Drivers and couriers may need to provide location while online and while fulfilling a request, including when the app operates in the background where the device permissions and app disclosures allow it.

You can control device permissions, but disabling required location access may prevent relevant features or services from working.

5. When we share information

We may share only the information reasonably needed with:

• the matched rider, driver, courier, fleet, merchant, sender, or recipient to arrange and complete a service;
• payment processors, SMS or WhatsApp providers, email providers, cloud hosting, maps, analytics, customer support, document storage, fraud prevention, and other contracted service providers;
• insurers, professional advisers, auditors, or business partners where needed for a claim, transaction, or lawful business operation;
• public authorities, courts, emergency services, or law-enforcement bodies where required by law or reasonably necessary to protect rights, safety, or security; and
• a successor or reorganized business in connection with a lawful merger, acquisition, financing, or asset transfer.

We do not sell personal information. Optional advertising or tracking, if introduced, will be disclosed and handled separately from acceptance of the Terms.

6. Retention

We retain information only for as long as reasonably necessary for the purposes described above, including account operation, safety, dispute resolution, fraud prevention, financial records, tax, insurance, legal claims, and applicable retention duties. Retention periods differ by data type. When information is no longer required, we delete it, anonymize it, or securely isolate it unless continued retention is required by law.

Account deletion does not require us to erase records that must be retained for completed transactions, safety investigations, outstanding balances, fraud prevention, legal claims, or statutory obligations.

7. Security

We use administrative, technical, and organizational safeguards appropriate to the nature of the information, including access controls, authentication, logging, encryption in transit where supported, backups, and limited staff access. No system is completely secure, so you should protect your device, verification codes, and account credentials and report suspected misuse promptly.

8. Your choices and requests

Subject to applicable law and verification of your identity, you may request access to or correction of your information, account deletion, or information about how it is used. You may also change language, notification, location, and marketing choices through the app or device settings where available.

Some operational messages cannot be disabled while an account remains active because they are needed for verification, booked services, safety, security, receipts, or material account changes.

9. Children

The Platform is not intended for independent account use by anyone under 18. A minor may travel or receive a permitted service only under the responsibility of an adult account holder and in accordance with applicable safety and transport rules. If you believe a child has provided an account directly, contact us.

10. International service providers

Some technology and service providers may process or store information outside Iraq. Where this occurs, we use reasonable contractual, access, and security measures and limit transfers to what is necessary for the service and permitted by applicable law.

11. Changes to this Policy

We may update this Policy when our services, providers, practices, or legal obligations change. We will publish the current version and effective date. Material changes may be communicated in the app or through another appropriate channel, and a new acknowledgement may be requested.

12. Contact and complaints

Privacy questions, account-data requests, or complaints may be submitted at https://taxi.karawi.net/ticket or by email to support@karawi.net. Please do not send passwords or one-time verification codes.