1. Who we are
Serena is operated by Serena, with its registered office at [TO BE COMPLETED], Yaoundé, Cameroon, registered in the trade register under number [TO BE COMPLETED]. It is responsible for the data processed by the Serena apps (Passenger, Driver, Merchant, Fleet) and by this website.
For any question about your data: [TO BE COMPLETED].
2. What we collect
Only what the service needs, depending on how you use it.
| You are | What we collect |
|---|---|
| Passenger or customer | Phone number (used to sign you in), first name, last name, photo if you add one, email address if you give it; your orders (pickup, destination, stops, price, payment method), your saved addresses, your ratings, your wallet. |
| Driver or courier | The same account information, and your file: face photo, driving licence (front and back), year you started driving, document expiry dates, photo with helmet for motorbike taxis; your vehicle (number plate, make, model, colour, insurance, roadworthiness test); your rides, your earnings, your balance. |
| Merchant | Your email and password (encrypted), your phone number; your business (name, address, logo, shopfront photo, trade register); your team accounts, identified by their phone number. |
| Fleet partner | Your company's name, city and address; your vehicles and their papers; settlements with your drivers. |
| Recipient of a parcel or meal, without an account | The name and phone number the sender or the business gives us, to deliver to you and send you the handover code by WhatsApp. |
We do not ask passengers for an identity document, and no payment card is stored.
3. Your location
- Passenger: your location is used to suggest the pickup point, only while the app is open. We keep the addresses of your orders.
- Driver or courier: while you are online, your location is sent every five seconds, including when the app is in the background, to offer you nearby rides and guide the customer. Outside a ride, it is kept for only a few seconds. During a ride, the route is recorded with the order. When you are offline, nothing is sent.
- Ride sharing: if you share your ride, the person who opens the link sees the car, the driver (first name, vehicle, number plate) and the route. The link stops working one hour after the ride ends.
4. Calls and messages
Calls made in Serena are live and never recorded: we keep only who called whom, for which order, and when. During a ride, the driver and the passenger see each other's number, so they can also call each other through their mobile operator.
Messages written during a ride are kept with the order, and are delivered to you by notification.
5. Why
- Providing the service: signing you in, finding a driver, delivering, collecting payment.
- Safety: checking drivers, the alert button, ride sharing, settling disputes.
- Our obligations: accounting, and requests from the authorities.
- Improving Serena: route and price calculation.
We do not sell your data, and we do not run targeted advertising.
6. Who with
| Provider | What it receives, and why |
|---|---|
| Twilio | Your number, for the sign-in code by SMS or WhatsApp; the name and handover code of a parcel or meal recipient. |
| Pickup and destination points, to calculate routes and look up addresses; maps and address search in the apps. | |
| Google Firebase, Apple | What is needed to send you notifications, including the text of messages and incoming call alerts. |
| [TO BE COMPLETED] | Hosts our servers. Calls, backup route calculation and real-time features run on these servers, with no other provider. |
The other party to an order sees what it needs to carry it out: the driver sees your first name and the pickup point; the business sees what it has to prepare.
7. How long
We keep your data for as long as your account is open. When you ask for it to be deleted, we erase your data or make it anonymous, except what the law requires us to keep: accounting records (ten years) and whatever an ongoing dispute requires. Backups of our servers are erased after fourteen days.
8. Security
Your documents are stored in a private space, and are shown only to authorised people, with every access checked. Passwords and withdrawal codes are encrypted; sign-in codes are never stored by Serena. Our team's access is limited by role, and logged.
9. Your rights
You can ask to see your data, to correct it, or to delete your account, by writing to [TO BE COMPLETED] from your account's phone number or email address. We reply within one month. You can also contact the data protection authority in your country.
Your name, your photo and most of your information can also be changed directly in the app.
10. The website
This website sets only the cookies it needs to work (session and form security). It uses no audience measurement and no advertising. The ride tracking and shared location pages load the OpenStreetMap map, which passes your IP address to that service.
11. Minors
Serena is intended for adults. A minor may use it only with their parents' consent.
12. Changes
If this policy changes, the date at the top of the page changes too, and we notify you in the app before any significant change takes effect.