What we collect, why we collect it, who we share it with, and what rights you have.
صاف اور سادہ پرائیویسی پالیسی — آپ کی معلومات کی حفاظت ہماری ذمہ داری ہے
Last updated: 14 May 2026 · Effective immediately
This Privacy Policy is from Hailz (Pvt) Ltd (also referred to as “Hailz”, “we”, “us” or “our”), operator of the Hailz mobile app and website. Hailz is a Software-as-a-Service ride-hailing platform live in Lahore, Islamabad and Rawalpindi.
Our office is at Kick Start co-working space, 58-A2 Tipu Road, Block A-2, Gulberg III, Lahore 54000, Pakistan. This policy works together with our Terms & Conditions and Refund Policy.
We collect only what we need to run the platform. Here’s the full list:
| Category | What it includes |
|---|---|
| Account | Name, phone number, email (optional), profile photo, language preference. |
| Identity (drivers) | CNIC number and photo, driving licence, vehicle registration, selfie verification. |
| Trip data | Pickup & drop-off points, route taken, time, fare, rating, in-app messages. |
| Location | Live GPS while you have an active trip or you’re a driver waiting for one. See section 04. |
| Payment | Card last 4 digits, JazzCash / EasyPaisa account number (tokenised). Full card numbers are handled by our payment provider, not by us. |
| Device | Phone model, OS version, app version, IP address, crash logs. |
| Communications | Support tickets, WhatsApp messages, emails you send to us. |
| Usage | How you use the app — what screens you visit, what features you tap, app errors. |
We do not collect your contacts, photos, microphone, camera (except when you actively upload a CNIC or selfie), or anything else from your phone unless we ask first.
That’s it. We do not use your data to build marketing profiles or sell to anyone.
Location is the most sensitive thing we collect. Here’s exactly how we handle it:
You can revoke location permission in your phone settings at any time. Without it, Hailz cannot offer pickups, but the rest of the app still works for browsing.
We share only what is necessary, with these specific groups:
Full card numbers and JazzCash/EasyPaisa PINs are never stored on Hailz servers. They are handled directly by PCI-compliant payment processors. We see and store only the last 4 digits, expiry month, and a tokenised reference so you don’t have to re-enter your card every trip.
Drivers receive subscription invoices weekly and can download a tax-ready receipt from the app. Fare and subscription records are kept for 7 years to comply with FBR record-keeping requirements.
The Hailz website uses a small number of cookies and analytics tools:
The Hailz mobile app does not use third-party analytics that read your personal identity. We use anonymous crash reporting only.
| Data type | Retention |
|---|---|
| Account info | Until you delete your account. |
| Trip history (rider) | 2 years, then anonymised. |
| Trip history (driver) | 7 years (tax record requirement). |
| CNIC & driver documents | Until 1 year after account closure, then deleted. |
| Payment records | 7 years (FBR requirement). |
| Support messages | 2 years, then deleted. |
| Crash logs | 90 days. |
| Background location after trip | 5 minutes. |
After the retention period or once you delete your account, data is permanently erased from our active systems within 30 days. Anonymised aggregates (e.g., “number of trips in Lahore in March”) may be kept indefinitely.
You have the right to:
To exercise any of these, email support@hailz.co with the subject line “Privacy request”. We respond within 10 business days.
Some data we have to keep even if you delete your account — for example, financial records required by FBR or evidence in a live safety investigation. We’ll tell you which records we’re keeping and for how long.
Hailz is for people aged 18 and over. We do not knowingly collect personal data from anyone under 18. If you believe a child has signed up, write to us and we’ll close the account.
Hailz primarily stores data on servers located in Pakistan. Some technical services (e.g., crash reporting, email delivery, payment processing) may transfer data through providers outside Pakistan. We use providers with adequate data-protection standards (typically EU GDPR-compliant or equivalent) and have written data-processing terms in place with each one.
We may update this Privacy Policy from time to time — for example, when we add a new feature or Pakistani data-protection law changes. We will notify you of meaningful changes through the app or by email at least 14 days before they take effect.
Minor wording changes that don’t affect your rights will be reflected in the “Last updated” date at the top of this page.
For any privacy-related question or request:
Email us with the subject line “Privacy request” and we’ll respond within 10 business days.