Privacy Policy

Effective date: 22 October 2026 · Last updated: 22 October 2026

This Privacy Policy describes how Tanker Wala (“we”, “us”, “our”) collects, uses, shares, and protects information when you use our website, customer mobile application, driver mobile application, WhatsApp / SMS booking channels, and related services (together, the “Services”).

This policy is intended to meet the disclosure requirements commonly required for distribution on the Apple App Store and Google Play Store, and applies to users in Pakistan and other regions where the Services are available.

1. Who we are

Tanker Wala provides on-demand and scheduled water tanker booking and delivery for homes, businesses, and construction sites.

2. Scope

This Privacy Policy covers information collected through:

• Our public website and web customer portal
• The Tanker Wala customer app (iOS / Android)
• The Tanker Wala driver app (iOS / Android)
• WhatsApp and SMS conversations used for booking, delivery updates, and support
• Supplier / staff dashboard tools used to fulfil orders

3. Information we collect

3.1 Information you provide

• Account details: name, mobile / WhatsApp number, email (if provided), password or OTP login data
• Delivery details: delivery addresses, area, city, landmarks, special instructions
• Order details: water type, quantity, preferred date/time, delivery schedule, urgency
• Payment details: chosen payment method (for example cash on delivery or online PayFast checkout). We do not store full card numbers on our servers when you pay through hosted checkout
• Support content: messages, call notes, complaint details, and uploaded photos (such as payment receipts or delivery proof)
• Driver profile details: name, phone / WhatsApp number, assigned tanker information, and work status

3.2 Information collected automatically

• Device information: device model, operating system, app version, language, and basic diagnostics
• Usage data: screens viewed, booking actions, crash logs, and performance events needed to keep the Services reliable
• Approximate network data: IP address and general connection metadata for security and abuse prevention

3.3 Location information

• Customers: we may collect a delivery pin / map location that you choose when creating or editing an address
• Drivers: with permission, the driver app may collect live location while a trip is active so the office and customer can track delivery progress

Location access can be refused or revoked in device settings. Some delivery features may not work fully without location.

3.4 Camera and photos

With your permission, the apps may use the camera or photo library so customers or drivers can upload payment receipts, delivery proof, or similar images required to complete an order.

3.5 Communications

If you contact us on WhatsApp, SMS, phone, or email, we process the content of that conversation to register you, place or update orders, send OTPs, and provide support.

4. How we use information

• Create and manage customer, driver, and staff accounts
• Take bookings, calculate pricing, assign tankers / drivers, and fulfil deliveries
• Send order confirmations, status updates, OTPs, and service notices
• Process online payments and record cash-on-delivery collections / settlements
• Show maps, routes, and live tracking where enabled
• Improve reliability, prevent fraud/abuse, and troubleshoot technical issues
• Comply with legal, accounting, and dispute-resolution requirements
• Respond to support requests and complaints

We do not sell your personal information.

5. Legal bases / reasons for processing

We process personal data where needed to:

• Perform a contract with you (booking and delivery)
• Operate the Services with your consent (for example location, camera, marketing messages where required)
• Pursue legitimate operational interests such as safety, fraud prevention, and service improvement
• Meet legal obligations

6. How we share information

We may share information with:

• Delivery partners / drivers assigned to fulfil your order (name, address, contact, order details)
• Payment processors such as PayFast to complete online payments
• Communications providers such as Twilio (WhatsApp / SMS) to send and receive service messages
• Maps / routing providers such as Mapbox to show addresses, maps, and routes
• Infrastructure / hosting providers that store and secure our systems
• AI assistance providers (for example OpenAI) when enabled, to help draft or interpret support/booking messages using limited context
• Authorities when required by law or to protect rights, safety, and property

Service providers are allowed to process personal data only as needed to perform services for us and must protect it appropriately.

7. Payments

For online payments, checkout may be hosted by PayFast or another payment partner. Card, bank, or wallet credentials entered on the payment partner’s page are processed by that partner under their own terms and privacy policy. We receive payment status, references, and amounts needed to confirm your order.

8. App permissions (App Store / Play Store)

Depending on the app and device, we may request:

• Location — delivery address selection and live driver tracking during trips
• Camera / Photos — payment receipts and delivery proof
• Notifications — order and trip updates
• Phone / network state (Android, if applicable) — basic connectivity and call-support features

You can change or revoke permissions in your device settings at any time.

9. Data retention

We keep account, order, payment, delivery, and support records for as long as needed to provide the Services, meet accounting / legal requirements, resolve disputes, and enforce agreements. When data is no longer required, we delete or anonymise it where reasonably practicable.

10. Security

We use administrative, technical, and organisational measures designed to protect personal data, including access controls, encrypted transport (HTTPS), and restricted staff access. No method of transmission or storage is 100% secure.

11. Children’s privacy

The Services are intended for adults arranging water delivery for a home or business. We do not knowingly collect personal information from children under 13 (or the minimum age required in your jurisdiction). If you believe a child has provided personal data, contact us and we will take appropriate steps to delete it.

12. International processing

Your information may be processed on servers or by providers located outside your country (for example cloud hosting, maps, messaging, or AI tools). Where this happens, we take steps consistent with applicable law to protect the information.

13. Your rights and choices

Subject to applicable law, you may request to:

• Access the personal data we hold about you
• Correct inaccurate information
• Delete your account or certain data
• Withdraw consent for optional permissions (location, camera, notifications)
• Object to or restrict certain processing

To make a request, email support@tankerwala.net from your registered contact details. We may need to verify your identity before fulfilling the request.

14. Third-party links and services

The Services may link to third-party sites or open third-party checkout / messaging apps. Their privacy practices are governed by their own policies. Please review those policies before providing information to them.

15. Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top will change when we do. Continued use of the Services after an update means you acknowledge the revised policy. For material changes, we may also provide an in-app or website notice.

16. Contact us

If you have questions about this Privacy Policy or our data practices, contact: