Legal Documents

Privacy, Terms
& Legal Policies

We are committed to protecting your rights and being transparent about how RoadRolls operates. These policies govern your use of our platform across Rwanda.

Last updated: January 1, 2025  ·  Effective: January 1, 2025

Have questions?

Our team is ready to help you understand your rights and our policies.

sales@roadrolls.rw support@roadrolls.rw +250 (788) 329-223

Introduction

RoadRolls ("we", "our", "us") is a carpooling platform operating across Rwanda, governed under the laws of the Republic of Rwanda. This Privacy Policy explains how we collect, use, store, and protect your personal data when you use our mobile application and website (collectively, the "Platform").

This policy is prepared in compliance with Rwanda Law No. 058/2021 of 13/10/2021 Relating to the Protection of Personal Data and Privacy and regulations issued by the National Cyber Security Authority (NCSA).

By using RoadRolls, you consent to the collection and use of your data as described in this policy. If you do not agree, please discontinue use of the Platform.

Information We Collect

Information You Provide Directly

  • Identity data: Full name, national ID or passport number (for verification)
  • Contact data: Phone number, email address
  • Profile data: Profile photo, vehicle details (drivers), preferred routes
  • Payment data: MTN Mobile Money or Airtel Money account details, processed via secure third-party providers
  • Communications: In-app messages between drivers and riders

Information Collected Automatically

  • Location data: GPS coordinates while the app is in use, pickup/dropoff points, route history
  • Device data: Device model, OS, unique device identifiers, IP address
  • Usage data: Features used, ride history, search queries, timestamps
  • Log data: Error reports, crash logs, and performance data

Location Notice: Location data is only collected while the app is actively in use. We do not track your location in the background without explicit permission.

How We Use Your Data

PurposeLegal BasisData Used
Provide and operate the carpooling platformContractIdentity, location, profile, ride history
Verify driver and rider identities for safetyLegal obligationNational ID, phone, vehicle details
Match riders with available driversContractLocation, route preferences, availability
Process subscription paymentsContractPayment data, contact data
Send ride confirmations and notificationsContractContact data, ride data
Improve app features and performanceLegitimate interestUsage data, device data, log data
Prevent fraud and ensure platform safetyLegitimate interestAll categories as relevant
Comply with Rwandan legal requirementsLegal obligationIdentity, financial, ride records

Sharing Your Information

We do not sell your personal data. We only share data in the following circumstances:

  • Between drivers and riders: Your first name, profile photo, and vehicle details are visible to matched users to enable the carpooling arrangement.
  • Service providers: Trusted partners (payment processors, cloud hosting, analytics) under strict data processing agreements.
  • Legal authorities: When required by Rwandan law, court orders, or government authorities including the Rwanda Investigation Bureau (RIB).
  • Business transfers: In the event of a merger or acquisition, with prior notice given to you.

Data Retention

  • Active accounts: Data retained for the duration of your account
  • Deleted accounts: Retained for up to 3 years after deletion to comply with legal obligations, then permanently erased
  • Financial records: Retained for 7 years as required by Rwandan tax and financial regulations
  • Safety incidents: Data relating to reported incidents may be retained longer as required by law enforcement

Your Rights

Under Rwanda Law No. 058/2021, you have the following rights regarding your personal data:

  1. Right to Access: Request a copy of the personal data we hold about you
  2. Right to Rectification: Request correction of inaccurate or incomplete data
  3. Right to Erasure: Request deletion of your data subject to legal retention requirements
  4. Right to Restriction: Request that we limit processing in certain circumstances
  5. Right to Data Portability: Request your data in a structured, machine-readable format
  6. Right to Object: Object to processing based on legitimate interest
  7. Right to Withdraw Consent: Withdraw consent where processing is consent-based

To exercise any of these rights, email [email protected]. We respond within 30 days. You may also lodge a complaint with the National Cyber Security Authority (NCSA) of Rwanda.

Security

We implement appropriate technical and organisational security measures, including:

  • TLS/SSL encryption for all data transmitted between your device and our servers
  • AES-256 encryption for sensitive data stored at rest
  • Two-factor authentication for user accounts
  • Regular security audits and vulnerability assessments
  • Staff access controls on a need-to-know basis

In the event of a data breach likely to result in risk to your rights, we will notify you and the NCSA within 72 hours as required by law.

Contact Us

For privacy-related enquiries or to exercise your rights, contact our Data Protection Officer:

Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and RoadRolls Ltd, a company registered in Rwanda, governing your access to and use of the RoadRolls platform.

By creating an account or using the Platform, you confirm that you are at least 18 years of age, have the legal capacity to enter into this agreement, and agree to be bound by these Terms and all applicable Rwandan laws.

Please read these Terms carefully. If you do not agree, you must not use RoadRolls. Continued use after any changes constitutes acceptance of the updated Terms.

Our Service

RoadRolls is a carpooling marketplace platform that connects private vehicle owners ("Drivers") travelling to a destination with individuals seeking a shared ride ("Riders") along similar routes across Rwanda.

Important: RoadRolls is NOT a transportation company or taxi service. We do not employ drivers, own vehicles, or provide transport directly. All rides are private carpooling arrangements between independent users.

RoadRolls operates across all five provinces of Rwanda: Kigali City, Northern Province (Musanze), Southern Province (Huye, Muhanga), Eastern Province (Rwamagana, Nyagatare), and Western Province (Rubavu, Rusizi), with ongoing expansion.

User Accounts

To use RoadRolls, you must create a verified account and agree to:

  • Provide accurate, current, and complete information during registration
  • Complete identity verification using a valid Rwandan national ID or passport
  • Maintain the confidentiality of your account credentials
  • Accept responsibility for all activity that occurs under your account
  • Notify us immediately of any unauthorised use at support@roadrolls.rw

We reserve the right to suspend or terminate accounts that violate these Terms, provide false information, or engage in fraudulent behaviour.

Driver Rules & Responsibilities

By registering as a Driver, you represent and agree that:

  • You hold a valid Rwandan driving licence appropriate for your vehicle
  • Your vehicle is roadworthy, registered, and holds valid insurance under Rwandan law
  • You will drive safely and comply with all Rwandan traffic laws at all times
  • You will only accept passengers up to the number of available seats
  • You will not operate as a commercial taxi or for-hire transport service
  • Any cost-sharing is limited to a fair contribution to fuel and direct trip costs — not a profit
  • You are solely responsible for your driving and vehicle during any carpool

Rider Rules & Responsibilities

By using RoadRolls as a Rider, you agree to:

  • Be at the agreed pickup location on time
  • Behave respectfully toward the Driver and other passengers
  • Wear a seatbelt at all times as required by Rwandan law
  • Not ask or pressure the Driver to break traffic laws
  • Honour any cost-sharing amounts agreed with the Driver
  • Only book rides for yourself unless specifically agreed with the Driver

Prohibited Activities

You must not use RoadRolls to:

  • Impersonate any person or misrepresent your identity
  • Harass, threaten, or intimidate other users
  • Transport illegal goods, controlled substances, or weapons
  • Engage in sexual harassment or create an unsafe environment
  • Use the Platform for any commercial for-profit transport business
  • Scrape, copy, or redistribute Platform data without authorisation
  • Post false or misleading ride listings

Violations may result in immediate account termination and referral to law enforcement.

Liability & Disclaimer

RoadRolls provides the Platform on an "as is" basis. To the maximum extent permitted by Rwandan law:

  • RoadRolls is not liable for the actions, conduct, or negligence of any Driver or Rider
  • RoadRolls does not guarantee the accuracy of user-submitted information
  • RoadRolls is not responsible for any loss, injury, or damage arising from a carpool
  • RoadRolls is not liable for any indirect, incidental, or consequential damages

Users carpool at their own risk. Report safety concerns via the in-app emergency feature or by calling the Rwanda Police emergency line 112.

Governing Law & Jurisdiction

These Terms are governed by the laws of the Republic of Rwanda. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Rwanda, with Kigali as the primary seat.

We encourage users to first attempt resolution by contacting us at [email protected] before initiating formal legal proceedings.

What Are Cookies?

Cookies are small text files stored on your device when you visit a website or use a web-based application. They help us remember your preferences, keep you logged in, and understand how you use RoadRolls.

Our mobile application uses similar technologies — such as local storage and device identifiers — that function equivalently to cookies. References to "cookies" in this policy include these technologies.

Types of Cookies We Use

TypePurposeDurationRequired
EssentialKeep you logged in, maintain your session, enable core app functionalitySession / 30 daysAlways on
AnalyticsUnderstand how users interact with the Platform, measure feature adoption, identify performance issuesUp to 2 yearsOptional
FunctionalRemember your preferences such as language, saved routes, and notification settingsUp to 1 yearOptional
Maps & LocationPower in-app mapping via Google Maps SDK — necessary for route matchingSessionRequired for maps

Third-Party Services

The following third-party services may set cookies or use similar technologies:

  • Google Maps: Used for location, routing, and map display
  • Firebase (Google): Used for authentication, push notifications, and crash reporting
  • Analytics Provider: Used in aggregate, anonymised form to improve our service

No advertising cookies: RoadRolls does not use advertising networks or allow third-party advertisers to track you through our Platform.

Your Cookie Controls

You can manage cookie preferences in the following ways:

  • In the app: Go to Settings → Privacy → Cookie Preferences to toggle optional cookies
  • Browser settings: Most browsers allow you to block or delete cookies via privacy settings
  • Device settings: On Android and iOS, you can limit ad tracking and reset your advertising ID

Disabling essential cookies will affect your ability to use core features including logging in and matching rides.

Ride Cancellations

Rider Cancellations

  • More than 2 hours before pickup: Full cancellation, no penalty
  • Less than 2 hours before pickup: A cancellation fee of up to 10% of the agreed contribution may apply
  • No-show: Full contribution may be forfeited at the Driver's discretion

Driver Cancellations

  • More than 1 hour before pickup: Full cancellation allowed, Riders notified immediately
  • Less than 1 hour before pickup: Rider notified and assisted in finding an alternative where possible
  • Repeated last-minute cancellations by drivers may result in account restrictions

Note: RoadRolls does not directly process ride payments. Payment disputes should first be resolved between the parties. If unresolved, contact [email protected].

Refund Process

To request a subscription refund:

  1. Email [email protected] with the subject line "Refund Request"
  2. Include your registered phone number, account email, and reason for the request
  3. We will acknowledge your request within 2 business days
  4. Approved refunds are processed within 5–10 business days

Refund Methods

  • MTN Mobile Money: Returned to your registered MTN MoMo number within 3–5 business days
  • Airtel Money: Returned to your registered Airtel Money number within 3–5 business days
  • Card payments: Returned to the original card within 5–10 business days depending on your bank

Exceptions & Non-Refundable Cases

Refunds will not be issued in the following circumstances:

  • Account termination due to violation of our Terms of Service
  • Requests made outside the eligible refund window
  • Subscription fees after significant use of premium features
  • Promotional or discounted plans (unless stated otherwise at time of purchase)
  • Failure to cancel a free trial before the trial period ends

For billing disputes, contact us at support@roadrolls.com or call +250 (788) 329-223.