Wisali – Privacy Policy

Last updated: 25 November 2025

1. Introduction

This Privacy Policy explains how Wisali (the "App" or "Wisali") collects, uses, and protects your information when you use the Wisali Customer application and related services.

By creating an account or using Wisali, you agree to the collection and use of information in accordance with this Privacy Policy and applicable laws and regulations in Thailand.

2. Data we collect

2.1 Information you provide to us

• Account information – phone number, country code, name, profile photo, and other basic profile details you choose to share.
• Authentication data – one-time passwords (OTP) for phone verification and information received from third-party sign-in providers such as Google or Apple (for example, your name and email address, where available).
• Ride and order information – pickup and destination locations, route details, price and payment information, time and date of trips, intercity bookings, freight orders, and related transaction details.
• Communication content – messages and chat content exchanged with drivers and support through the in‑app chat or contact channels.
• Support requests – information you send when you contact us for help, such as email content, attachments, and feedback.

2.2 Information collected automatically

• Device information – device model, operating system version, app version, language, and other technical identifiers necessary for app performance and security.
• Location data – approximate and precise geolocation used for pickup and destination selection, live ride tracking, and route optimization. Location may be collected while the app is in use and, where permitted by your device settings and permissions, in the background for ongoing trips.
• Usage data – log information such as page views, screens visited, buttons clicked, timestamps, and other diagnostic data to understand how the app is used.
• Push notification tokens – Firebase Cloud Messaging (FCM) token used to send you trip updates, driver status, promotions, and important service notifications.

2.3 Data from third parties

• Firebase and Google services – We use Firebase Authentication, Cloud Firestore, Firebase Cloud Messaging, and related Firebase services to manage authentication, store and synchronize data, and send push notifications.
• Map and navigation providers – We use map and routing services (including HERE SDK and Google Maps) to provide location search, route calculation, distance estimation, and navigation-related features.
• Payment providers – When you make a payment, third‑party payment gateways (such as Stripe, Razorpay, PayPal, local gateways, or other processors configured for your market) may collect and process your payment card or account details in accordance with their own privacy policies. We do not store your full card details on our servers.

3. How we use your data

• To provide and maintain the service – create and manage accounts, authenticate users, and match customers with drivers.
• To process rides and orders – calculate routes and fares, manage bookings, track trips in real time, and handle intercity or freight trips.
• To communicate with you – send OTP codes, ride and payment confirmations, trip updates, support messages, and important announcements.
• To improve safety and security – verify users, prevent fraud and misuse, and monitor suspicious activity.
• To provide customer support – resolve issues, answer questions, and handle complaints or disputes.
• To analyze and improve the service – understand how the app is used, improve features, performance, and user experience.
• To comply with legal obligations – meet requirements under applicable laws, respond to lawful requests, and enforce our terms.

4. Legal bases for processing (where applicable)

Depending on your location, we may process your personal data on the following legal bases:

• Performance of a contract – to provide transportation and related services you request.
• Legitimate interests – to improve and secure the app and prevent fraud.
• Consent – for certain optional features such as marketing notifications or specific location uses.
• Compliance with legal obligations – to comply with applicable laws and regulations.

5. How we share your data

• With drivers – We share necessary information such as your first name, pickup and destination locations, route details, and contact or chat information so that drivers can complete your trip safely and efficiently.
• With service providers – We share information with third‑party providers that help us operate the service (e.g., cloud hosting, Firebase, analytics, customer support, payment processors, SMS/notification providers), under appropriate data protection agreements.
• For legal reasons – We may disclose information when required by law, regulation, legal process, or governmental request, or to protect our rights, users, or the public.
• Business transfers – In connection with a merger, acquisition, restructuring, or sale of assets, your information may be transferred as part of that transaction, subject to continued protection under this Privacy Policy or an equivalent policy.

6. Data retention

We retain your personal data for as long as necessary to provide the service, comply with legal obligations, resolve disputes, and enforce our agreements. Ride and transaction records may be kept for a longer period where required by law, for accounting, or for safety and fraud prevention purposes.

7. Data security

We implement technical and organizational measures to protect your data, including the use of secure connections (HTTPS/TLS), access controls, and industry‑standard security practices offered by Firebase and our other service providers. However, no system can be completely secure, and we cannot guarantee absolute security of your information.

8. Your rights and choices

• Access and update – You may access and update certain account and profile information directly in the app.
• Location permissions – You can manage location access in your device settings. If you disable location access, some features of the app may not work properly.
• Notifications – You may control push notifications through your device settings or app preferences.
• Marketing communications – Where applicable, you may opt out of marketing communications by following the unsubscribe instructions or changing your preferences.

9. Account deletion

You may request deletion of your Wisali account according to the process described in the app or on our account deletion page. After verifying your request, we will delete or anonymize your personal data, except where we are required or permitted by law to retain certain information (for example, for tax, accounting, fraud prevention, or dispute resolution purposes).

10. Children's privacy

The service is not intended for children under the age required by local law to use ride‑hailing services. We do not knowingly collect personal data from children without appropriate consent. If you believe that a child has provided us with personal data, please contact us and we will take steps to delete such information where required.

11. International transfers

Your information may be processed and stored on servers located in countries other than your own. We will take appropriate measures to ensure that such transfers comply with applicable data protection laws and that your information remains protected.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. When we make material changes, we will notify you by updating the "Last updated" date at the top of this page and, where appropriate, through the app or by other means.

13. Contact us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal data, please contact us using the support information provided in the Wisali app or on our official website.