Privacy policy

ntroduction

Welcome to GoWheels (“we”, “our”, “us”, “Company”). We provide a mobile application platform (the “App”) and associated services (the “Services”) through which users can book buses in real-time, request licensed guides, and/or request exemption letters from partner agencies in Malaysia. This Privacy Policy explains how we collect, use, disclose and protect your personal information when you (the “User”) use our App or Services.

By installing, accessing or using the App or Services, you consent to the collection, use, disclosure and retention of your information as described in this Policy.

1.2 Scope

This Policy applies to all Users (passengers), Guides, Bus Agency Partners, and other third-party service providers interacting via the App within Malaysia. It covers information collected via the App, via our website, via customer support, and via any offline interactions connected to the Services.

1.3 Information We Collect

1.3.1 Personal Information

We collect information that personally identifies you or that you provide (will also include any required for guide/exemption letter processing). This includes:

  • Full name
  • Mobile phone number
  • Email address
  • Payment method & billing information (through third-party processors)
  • Identification/documentation (e.g., passport, MyKad) when required for guide/exemption letter services
  • Profile photo (optional)
  • Address details (pickup and drop-off points)
  • Date of birth (if required for compliance)

1.3.2 Location & Ride Data

  • Real-time device GPS/location data (when ride booked and in progress)
  • Pickup and drop-off points, route travelled, distance, duration
  • Time stamps (when ride booked, accepted, started, ended)
  • Bus agency and driver/guide assigned

1.3.3 Usage & Device Data

  • Device model, operating system version, device ID, IP address
  • App usage logs (which screens accessed, time spent, crashes)
  • Crash reports, performance metrics
  • Cookies and similar technologies on website version

1.3.4 Payment & Transaction Data

  • Fare amount, surcharge amounts (e.g., peak time, holiday, waiting/traffic delays)
  • Payment success/failure, refund status
  • Promotional code usage

1.3.5 Guide/Exemption Letter Related Information

  • Documents required to process guides or obtain an exemption letter (agency will verify)
  • Guide booking history, location, assignment
  • Exemption letter issuance record

1.4 How We Use Your Information

We use your information for the following purposes:

  • To provide and operate the Services: booking, dispatching, bus/guide assignment
  • To verify identity and eligibility for certain Services (e.g., guide or exemption letter)
  • To calculate fares, apply surcharges, collect payments, issue invoices and receipts
  • To communicate with you: confirmations, notifications, trip updates, service changes
  • To improve the Services: analyze usage trends, develop new features, fix bugs
  • For safety and security: verifying drivers/guides, tracking trips, fraud detection
  • To comply with legal/regulatory obligations under Malaysian law
  • For marketing: sending promotional offers (only with your consent)

1.5 Disclosure of Your Information

We may share your information with the following categories of recipients:

  • Bus Agency Partners: to assign your booking, to coordinate pickup and drop-off
  • Guide/Agency Partners: to process guide bookings or exemption letters
  • Payment Processors & Financial Services: to process payments and refunds
  • Regulatory or Governmental Authorities: as required by law (e.g., transport regulations, tourism licensing)
  • Service Providers & Sub-contractors: e.g., analytics, hosting, customer support
  • In aggregated or anonymised form: to third-parties for statistical or research purposes

We will not sell your personal information to third parties for direct marketing purposes.

1.6 Data Retention

We retain your personal information for as long as is necessary for:

  • Providing the Services to you
  • Complying with legal obligations (for example, Malaysian record-keeping laws)
  • Resolving disputes and enforcing our agreements

Once no longer required, we will delete or anonymise your information in accordance with our data retention policy.

1.7 Security

We implement industry-standard security safeguards (encryption, access control, firewalls) to protect your personal information. However, no system is entirely secure; you acknowledge residual risk remains.

1.8 Your Rights

You have the following rights (subject to applicable law):

  • Access copies of your personal data we hold
  • Correct or update your information
  • Request deletion or anonymisation of your information (subject to legal retention obligations)
  • Withdraw consent for marketing communications
  • Opt-out of certain processing (where applicable)

To exercise these rights, contact us at: gowheelssolution@gmail.com

1.9 Children

Our Services are not intended for Users under the age of 18. We do not knowingly collect personal information from children under 18 without parental consent.

1.10 International Transfers

Your data may be transferred/processed in or outside Malaysia (where our servers or service providers are located). We will ensure adequate protections are in place.

1.11 Changes to this Privacy Policy

We may update this Policy from time to time. The “Last Updated” date will reflect changes. Continued use of the Services means you accept the revised Policy.

1.12 Contact Information

GoWheels (Go Wheels Solution)
Email: gowheelssolution@gmail.com
Website: gowheels.my