Policies

Last modified: April 27, 2024

I. Introduction

When you use our services, you trust us with your personal data. We’re committed to keeping that trust. That starts with helping you understand our privacy practices.

This notice describes the personal data we collect from users of the services, how this data is used and shared, and users’ choices regarding this data. Hence, Buzz Mobility LLC and its affiliates are referred to as “Buzz”, “we”, “us” or “our” in this notice.

II. Overview

A. Scope and application

This notice applies to all users of Buzz’s apps, websites, features, or other services including Buzz.

Passengers: individuals who book rides with the Buzz app.
Drivers: individuals who provide transportation services through the Buzz app

All those subject to this notice are referred to as “users” in this notice.

B. Data controller and transfer

Buzz is the data controller for the personal data collected in connection with the use of Buzz's services.

We operate our business, and processes data in Ghana.

Questions, comments, and complaints about Buzz’s data practices can be submitted here

III. Data collections and uses

A. The data we collect

The following data is collected by or on behalf of Buzz:

1. Data provided by users.

This includes:

Personal information: We collect data when users create, modify, or log in to their account; when they request support from or otherwise communicate with us. This may include their name, email address, phone number, login name and password, profile picture and other information that can be used to identify you.
Location data: We collect precise or approximate location data from a user’s mobile device if enabled. This may include:
- Commercial drivers: We collect precise location data from a commercial driver’s device when the Buzz app is running in the foreground (app open and on-screen) or background (app open but not on-screen) of their mobile device.
- Passengers: We collect precise location data from a passenger’s device:
  - When the Buzz app is running in the foreground (app open and on-screen) of their mobile device.
  - When the Buzz app is running in the background (app open but not on-screen) of their mobile device, if they have provided consent for the collection of precise location data.
Communications data: We collect the information users submit when they contact Buzz customer support, provide facility ratings, or otherwise contact Buzz. This may include feedback, photographs, or other recordings collected by users.

2. Data created during use of our services.

This includes:

Transaction information: We collect transaction information related to the use of our services, including the type of services requested or provided, date and time the service was provided, distance traveled, payment amounts, and other related transaction details.
Usage data: We collect data about how users interact with our services (including analytics that we conduct for the purpose of improving our services). This includes data such as access dates and times, app features and/or pages viewed, app crashes and other system activity, type of devoce.
Device data: We may collect data about the devices used to access our services, including the hardware models, device IP address, operating systems and versions, software and file names and versions, preferred language, unique device identifiers.

We may combine the data collected from these sources with other data in its possession.

B. How we use personal data

Buzz collects and uses data to arrange for reliable and convenient transportation services and other products and services. We also use the data we collect:

To enhance the safety and security of our users and services
For customer support
For research and development
To send marketing and non-marketing communications to users
In connection with legal proceedings

Buzz does not sell or share user personal data with third parties for their direct marketing, except with users’ consent.

Buzz uses the data it collects for purposes including:

1. Providing services and features.

This includes using the data to:

Create and update users’ accounts
Personalize and improve the services, including to develop new features and to provide or recommend shipments,
Perform internal operations necessary to provide our services, including to troubleshoot software bugs and operational problems; to conduct data analysis, testing, and research; and to monitor and analyze usage and activity trends

2. Safety and security.

We use personal data to help maintain the safety, security, and integrity of our services and users. This includes:

Using device, profile, usage, and other data to prevent, detect, and combat fraud or unsafe activities
Authenticating users
Developing safety features

3. Customer support.

Buzz uses the information we collect (including recordings of customer support calls with notice to and the consent of the user) to provide customer support, including to:

Direct questions to the appropriate customer support person
Investigate and address user concerns
Monitor and improve our customer support responses and processes

4. Research and development.

We may use the data we collect for testing, research, analysis, product development, and machine learning to improve the user experience. This helps us to improve and enhance the safety and security of our services, improve our ability to prevent the use of our services for illegal or improper purposes, develop new features and products, and facilitate finance solutions in connection with our services.

1) Marketing. Buzz may use the data we collect to market our services to our users. This includes sending users communications about Buzz services, features, promotions, sweepstakes, studies, surveys, news, updates, and events. For further details about third-party marketing, see below.

We may use the data we collect to personalize the marketing communications (including advertisements) that we send, including based on user location, past use of Buzz’s services, and user preferences and settings.

2) Non-marketing communications. Buzz may use the data we collect to generate and provide users with receipts; inform them of changes to our terms, services, or policies; or send other communications that aren’t for the purpose of marketing the services or products of Buzz or its partners.

3) Legal proceedings and requirements. We may use the personal data we collect to investigate or address claims or disputes relating to use of Buzz’s services, or as otherwise allowed by applicable law, or as requested by regulators, government entities, and official inquiries.

D. Data sharing and disclosure

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. However, some of Buzz’s products, services, and features require that we share data with other users or at a user’s request. We may also share data with our affiliates, subsidiaries, and partners, for legal reasons or in connection with claims or disputes.

Buzz may share the data we collect in these circumstances:

1. For legal reasons in the event of a dispute

Buzz may share users’ personal data if we believe it’s required by applicable law, regulation, operating license or agreement, legal process or governmental request, or where the disclosure is otherwise appropriate due to safety or similar concerns. This includes sharing personal data with law enforcement officials, public health officials, other government authorities, or other third parties as necessary to enforce our Terms and Conditions, user agreements, or other policies; to protect Buzz’s rights or property or the rights, safety, or property of others; or in the event of a claim or dispute relating to the use of our services. This also includes sharing personal data with others in connection with, or during negotiations of, any merger, sale of company assets, consolidation or restructuring, financing, or acquisition of all or a portion of our business by or into another company.

2. With the user’s consent.

Buzz may share a user’s personal data other than as described in this notice, if we notify the user and they consent to the sharing.

E. Data retention and deletion

Buzz retains user data for as long as necessary for the purposes described above. Users may request deletion of their accounts at any time. Buzz may retain user data after a deletion request due to legal or regulatory requirements or for the reasons stated in this policy.

Users may request deletion of their account at any time by submitting a request here. Following an account deletion request, Buzz deletes the user’s account and data, unless they must be retained due to legal or regulatory requirements, for purposes of safety, security, and fraud prevention, or because of an issue relating to the user’s account such as an outstanding credit or an unresolved claim or dispute.

F. Grounds for processing

We only collect and process personal data about users where we have a lawful basis for doing so under applicable data protection law. The lawful basis will depend on the purposes for which we have collected and use the personal data. In almost every case the lawful basis will be one of the following:

1. To provide requested services and features

In order to provide our services, we must collect and use certain personal data. This includes:

User profile data, which we use to establish and maintain user accounts; verify user identity; communicate with users about their booked loads, trips, and accounts; and enable users to make payments or receive earnings
Usage data, which is necessary to maintain, optimize, and enhance Buzz’s services, including to determine incentives, connect loads and commercial drivers, and calculate payments
User-provided contacts, including names and email addresses, which we use to enable users to request and receive quotations and services from their contacts
Transaction information
Information relating to customer support, which we use to respond to user inquiries and resolve disputes

2. To fulfill Buzz’s legal obligations

Buzz is subject to the laws and regulations in the jurisdictions in which it operates that may require it to collect, process, retain, and disclose users’ personal data. We collect and use personal data to comply with such laws. Buzz may also share data with law enforcement regarding criminal acts or threats to public safety, or requests by third parties pursuant to legal processes.

3. With consent

Buzz may collect and use personal data based on the user’s consent. For example, we may collect personal data through voluntary surveys.

Users may revoke such consent at any time. However, they will not be able to use any service or feature that requires collection or use of that personal data.

IV Choice and transparency

Buzz provides users with choices about the data we collect, including through:

In-app settings
Device permissions

Buzz also enables users to request access to or copies of their data, changes or updates to their accounts, deletion of their accounts, or that Buzz restricts its processing of user personal data.

1. Device permissions

Most mobile device platforms (iOS, Android, etc.) have defined certain types of device data that apps cannot access without the device owner’s permission, and these platforms have different methods for how that permission can be obtained. iOS devices notify users the first time our apps request permission to access certain types of data and gives users the option to grant or refuse permission. Android devices notify users of the permissions that our apps seek before their first use of the app, and use of the app constitutes a grant of such permission.

Location data

We request permission for our app’s collection of precise location from a user’s device (whether their own device or otherwise) per the permission system used by their mobile operating system. If they initially permit the collection of this data, they can later disable it by changing the location settings on their mobile device. However, they may not be able to use our apps if they disable our collection of precise location data. Additionally, disabling our collection of precise location from their device will not limit our ability to derive an approximate location from their IP address to personalize the content of the websites and/or app.

Important information about device permissions

The permissions requested by our apps include permission to collect users’ location data for the purposes described above. This permission enables Buzz to collect this data when our apps are running in the foreground (app open and on-screen) or background (app open but not on-screen) of their mobile device.

Notifications: account and updates

Buzz provides users with notifications and updates related to activity on their account and booked rides. These notifications are a necessary part of using our app and cannot be disabled.

Notifications: additional routes and news

Users may enable Buzz to send push notifications about our additional routes and news from Buzz. Push notifications may be enabled or disabled through Settings on iOS or Android.

2. User data requests

Buzz provides users with a variety of ways to learn about, control, and submit requests, questions, and comments about Buzz’s handling of their data. Users may submit these by email to support@buzzmobility.com.

Accessing data: Users can ask for an explanation of the data we collect from them and how we use it.
Receiving data: Users can ask for a copy of data that Buzz has collected from them with their consent or as necessary to provide our services.
Changing or updating data: Users can ask that Buzz change or update their data, including if they believe such data is inaccurate or incomplete.
Deleting data: Users may request deletion of their account at any time by emailing support@buzzmobility.com.
Objections, restrictions, and complaints: Users may request that we stop using all or some of their personal data, or that we limit our use of their data. Buzz may continue to process data after such objection or request to the extent required or permitted by law.

V. Updates to this notice

Buzz may occasionally update this notice. Use of our services after an update constitutes consent to the updated notice to the extent permitted by law.

We may occasionally update this notice. If we make significant changes, we will notify users in advance of the changes through our apps or through other means, such as email. We encourage users to periodically review this notice for the latest information on our privacy practices.

After such notice, use of our services will be understood as consent to the updates to the extent permitted by law.

Passenger Conduct Policy

At Buzz, we're committed to providing a safe, comfortable, and enjoyable ride for all passengers. To ensure a positive experience for everyone, we kindly ask all riders to follow these guidelines:

Respectful Behavior

Treat all Buzz drivers and fellow passengers with courtesy and respect.
Offensive language, harassment, or discrimination will not be tolerated.
Loud music or disruptive behavior that disturbs other passengers is prohibited.

Safety First

Your safety is our top priority. Please adhere to the following safety guidelines:

Do not consume food or drinks that may spill or create a mess.
Smoking, vaping, and the use of illegal substances are strictly prohibited on Buzz buses.
Large items that may obstruct other passengers or damage the bus interior are not allowed.

Booking, Payment and Getting on the Bus

All bookings are done through the Buzz app. You must have an account to book a ride.
Booking payment is done through the app with Buzz cash. You'll have to top up your Buzz wallet to book a ride.
Please ensure that your booking is confirmed anytime you book a ride. Contact our customer support team if you encounter any issues.
Be at the pick-up location at least 5 minutes before your scheduled pick-up time.
You'll need to show your booking confirmation to the driver before boarding the bus. Passengers without a valid booking will not be allowed on the bus.

Conduct during delays

We understand that delays can happen. We will communicate any delays through the app whenever possible.
Please remain patient and respectful towards the driver in case of unforeseen circumstances.

Consequencies of Violation

Failure to comply with these guidelines may result in warnings, denied boarding, or suspension of your Buzz account depending on the severity of the offense.

Reporting issues

If you experience any inappropriate behavior or safety concerns during your ride, please report the incident immediately to the driver or through the "Support" section within the Buzz app.

Thank you for choosing Buzz!

By working together, we can create a positive and enjoyable travel experience for everyone.

Refund Policy

At Buzz, we strive to provide a reliable and convenient service. This refund policy outlines the situations where you may be eligible for a full or partial refund for your ride.

Full Refunds

You will receive a full refund for your ride in the following situations:

If Buzz cancels your ride in an event of overbooking, you will be automatically refunded the full fare.
If you cancel your ride at least 5 hours before the trip starts you will be issued a full refund.
Bookings that are made on public holidays are automatically refunded fully.
If you cancel a booking that was waitlisted, you will be issued a full refund.
If the vehicle breaks down during the trip and there's no backup to complete the trip, you will be refunded the full fare.
If you are accidentally charged twice for the same ride, you will be issued a full refund for the duplicate charge.
If for unforeseen circumstances, the bus is unaivalable for a trip, all riders will be refunded the full fare.

Partial Refund

You are eligible for a partial refund for your ride in the following situations:

If you cancel your ride within the cancellation window, you might be eligible for a partial refund subject to our Cancellation Policy.
A partial refund may be available for breakdowns during your trip that cause significant delays, determined by the duration of the repair or the wait time for a replacement.

Non-Refundable Situations

You are ineligible for a refund for your ride in the following situations:

Cancellations made outside the cancellation window as outlined in our Cancellation Policy (refer to our Cancellation Policy for details).
If the bus departs after the 2-minute wait window and the rider isn't present at the pick-up location, it will be considered a no-show.
If the rider is at a different location than the pick-up point entered in the app, and misses the bus as a result, it will be considered a no-show.

How to request a refund

Refunds are seamlessly processed to your Buzz wallet. If you require a refund and wish to reach out to our customer support team, please do so via the app or by emailing support@buzzmobility.tech. Kindly provide your ride details (date, time, pick-up, and drop-off locations) along with a brief explanation for your refund request.

Processing Times

Refunds will be processed within 1 hour and will be credited to your Buzz wallet.

We reserve the right to adjust this cancellation policy at any time. Any changes will be communicated through the app and our website.

For questions or concerns regarding the cancellation policy, please contact us through the app or at support@buzzmobility.tech.

Cancellation Policy

We understand that plans change, and we want to be flexible whenever possible. This cancellation policy outlines the fees associated with canceling your upcoming ride on Buzz.

Cancellation Window:

You can cancel your booking up to 1 hour before the scheduled departure time.

Cancellation Fees

Bookings that are cancelled in less than 2 hours before depature time will be subject to 50% cancellation fees.
Bookings cancelled in less than 3 hours to the scheduled departure time will be subject to 25% cancellation fees.
Bookings cancelled in less than 5 hours to the scheduled departure time will be subject to 10% cancellation fees.

Free cancellation window

You can cancel your ride free of charge if you do so at least 5 hours before the scheduled departure time.

Cancelling a booking

Bookings can be cancelled via the Buzz mobile app by navigating to the bookings tab and selecting the booking you wish to cancel.
For bookings in a subscriptions, users should contact customer support via the app for assistance.

Special circumstances

Waitlisted bookings can be cancelled at anytime without incurring a cancellation fee.
Users can cancel entire subscriptions at anytime without incurring a cancellation fee. However, users will be charged for any rides taken during the subscription period at a rate subject to subscription period.
For example if a user cancels a 4 week subscription after 2 weeks, the subscription rate will be recalculated to the 2 week rate and the user will be charged for the 2 weeks of rides taken.

Refund

Refunds for cancelled bookings will be processed instantly upon cancellation. Refunds will be processed to the user's Buzz wallet.