Privacy Policy & Terms of Service

Introduction

Welcome to XULEXPRESS & EXPRESSLANE ("we," "our," or "us"). This Privacy Policy and Terms of Service document explains how we collect, use, protect, and share information when you use our transport services, including our WhatsApp chatbot, website, and mobile services. By using our services, you agree to the terms outlined in this document.

Information We Collect

We collect information to provide you with the best possible transport services. The types of information we collect include:

Personal Information

• Parent/Guardian Information: Full name, relationship to child, phone numbers, email addresses
• Scholar Information: Child's full name, class, date of birth, sex, and pick-up/drop-off addresses
• Payment Information: Billing addresses and payment history (we do not store full credit card details)
• Service Requests: Booking details, destination information, special requirements

Automatically Collected Information

• Device information (IP address, browser type, device type)
• Usage data (pages visited, time spent, features used)
• Location data (when relevant to our tracking services)
• Cookies and similar tracking technologies

Communication Data

• WhatsApp conversations and chatbot interactions
• Email communications
• SMS notifications and alerts
• Customer service inquiries and feedback

How We Use Your Information

We use the collected information for the following purposes:

Service Delivery

• Process and manage transport bookings and registrations
• Schedule pick-ups and drop-offs
• Send SMS notifications for drop-offs and service updates
• Manage billing and payment processing
• Track vehicle locations and trips for safety

Communication

• Respond to customer inquiries and support requests
• Send important service updates and announcements
• Notify parents about their child's transport status
• Provide booking confirmations and receipts

Safety and Security

• Ensure the safety of children in our care
• Verify driver credentials and vehicle maintenance
• Monitor and prevent fraudulent activities
• Comply with legal obligations and regulations

Service Improvement

• Analyze usage patterns to improve our services
• Develop new features and functionality
• Personalize user experience
• Conduct research and analytics

Data Security

We take the security of your personal information seriously. We implement appropriate technical and organizational measures to protect your data against unauthorized access, alteration, disclosure, or destruction.

WhatsApp Chatbot Privacy

Our WhatsApp chatbot is designed to provide convenient access to our services. Here's how we handle your data:

Data Collection via WhatsApp

• We collect information you provide during chatbot conversations
• Your phone number is automatically collected by WhatsApp
• Service requests and bookings initiated through the chatbot
• Frequently asked questions and interaction logs

WhatsApp Data Usage

• To respond to your service inquiries
• To process registration and booking requests
• To send booking confirmations and updates
• To provide customer support
• To send SMS notifications for drop-off alerts

Information Sharing and Disclosure

We respect your privacy and do not sell your personal information. We may share your information only in the following circumstances:

Service Providers

• Payment processors for billing purposes
• SMS service providers for notifications
• WhatsApp Business API providers
• Cloud hosting and data storage services
• Technical support and maintenance providers

Legal Requirements

• When required by law, court order, or legal process
• To protect our rights, property, or safety
• To prevent fraud or abuse
• To comply with governmental regulations

With Your Consent

• When you explicitly authorize us to share your information
• For partnerships or collaborative arrangements you've approved

Data Retention

We retain your personal information for as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements. Specifically:

• Active Account Data: Retained while your account is active
• Booking Records: Retained for a minimum of 7 years for accounting and tax purposes
• Communication Logs: Retained for 2 years unless required for legal purposes
• Scholar Information: Retained until the child no longer uses our services plus 2 years
• WhatsApp Chat Logs: Retained for 1 year for service improvement purposes

Your Rights and Choices

You have several rights regarding your personal information:

Access and Correction

• Request access to your personal information
• Update or correct inaccurate information
• Request a copy of your data

Deletion

• Request deletion of your personal information
• Note: Some information may be retained for legal or operational reasons

Communication Preferences

• Opt-out of marketing communications
• Manage SMS notification preferences
• Control WhatsApp chatbot interactions

Service Limitations

• Request restrictions on how we use your information
• Object to certain data processing activities

Terms of Service

Service Description

XULEXPRESS & EXPRESSLANE provides scholar transport services, private hire services, and taxi services in Mutare, Zimbabwe. Our services include:

• Scholar Transport (XULEXPRESS): School pickup and drop-off services for Hillcrest Prep and College
• Private Hire (EXPRESSLANE): Vehicle hire for events, trips, and corporate needs
• Taxi Service: On-demand transportation services

Pricing and Payment

• Private hire and taxi rates are quoted based on distance, duration, and vehicle type
• Payments are due as per agreed payment schedule
• Late payment fees may apply
• All prices are subject to change with prior notice

Service Availability and Cancellations

• Services are subject to availability
• We reserve the right to modify or cancel services due to unforeseen circumstances
• Customers may cancel bookings with advance notice (specific terms apply)
• Refunds are handled on a case-by-case basis

Safety and Conduct

• All passengers must follow safety guidelines and driver instructions
• Disruptive or dangerous behavior may result in service termination
• Children must be properly restrained according to age requirements
• Parents/guardians are responsible for ensuring children are ready for pickup

Liability

• We are fully insured and licensed to operate transport services
• Our liability is limited to the extent permitted by law
• We are not responsible for items left in vehicles
• Parents are responsible for ensuring accurate contact information

Cookie Policy

We use cookies and similar technologies to enhance your experience on our website and services.

Types of Cookies We Use

• Essential Cookies: Required for website functionality
• Analytics Cookies: Help us understand how visitors use our site
• Preference Cookies: Remember your settings and preferences
• Marketing Cookies: Track your browsing for targeted advertising

Managing Cookies

• You can control cookies through your browser settings
• Disabling certain cookies may affect website functionality
• Third-party cookies are subject to their respective privacy policies

Changes to This Policy

We may update this Privacy Policy and Terms of Service from time to time. We will notify you of any material changes by:

• Posting the updated policy on our website
• Sending an email notification (if required by law)
• Displaying a notice on our WhatsApp chatbot
• Updating the "Last Updated" date at the top of this document

Your continued use of our services after changes are posted indicates your acceptance of the updated terms.