This English translation is provided for information only. The Privacy Policy is effective in Russian and Kazakh; if this translation differs from them, the Russian and Kazakh versions prevail.
1.The personal data operator is ByFly Group LLP (BIN 261040023460, address: Республика Казахстан, г. Алматы, ул. Айтеке би, д. 100, н. п. 71). The person responsible for organising the processing of personal data is директор ТОО «ByFly Group», info@byfly.kz. ByFly Taxi is intended for persons aged 18 and over. We do not knowingly collect children's data: if an adult orders a trip for another person, we receive only the name and phone number of the person who will travel — for the duration of the order and 30 more days; this number receives one SMS with the car's make, colour and number. The ByFly Taxi and ByFly Taxi Driver apps belong to ByFly LLP (BIN 231040040048) and are published by it in the App Store and Google Play; the service is provided by the operator under a licence agreement. Users' personal data is processed by the operator; ByFly LLP receives only the data specified in point 4: for service SMS, calls to the hotline and e-mails to info@byfly.kz.
2.What data we collect and why is set out in the consent to the collection and processing of personal data and in the separate consents of the app. We receive an e-mail address only if you write to us by e-mail yourself, and we keep it together with the message as a request. With the separate consent "News and offers" (off by default), we use the phone number and the device identifier for SMS and push notifications about ByFly promotions. You can turn it off at any time: for riders — in the profile, for drivers — in the settings.
3.The data is stored on servers in the Republic of Kazakhstan. Data is transferred abroad — to the services ElevenLabs (USA) and Anthropic (USA) for the assistant Eva — only with the consent to transfer data abroad. From our systems, Eva and her tools receive only the order number and the role; what a person says to Eva by phone is processed only to answer the request. In the chat with Eva in the app, the Claude model also receives the conversation on the request; phone numbers, e-mail addresses, names, addresses and other personal data are removed from it automatically, but removing everything is not guaranteed. Without this consent Eva does not answer either by phone or in the chat, and the request goes to support staff. Service push notifications (about an order, a call, a trip) are delivered through Firebase Cloud Messaging (Google, USA) and Apple Push Notification service (Apple, USA): they receive the device identifier for notifications, the order number and the type of event — without name, phone number or addresses. Browser notifications to on-duty ByFly staff (for example, “SOS with no response”, “order with no driver”) are delivered through browser push notification services — Google, Mozilla, Apple, Microsoft (USA). The content of the notification is encrypted: the services can see only the browser subscription address, the time and the size of the notification. The authenticity of the app on Android is verified by Google Play Integrity (Google, USA): it receives the verification token and the app name, without name, phone number or addresses. Address search may use Google Places and Geocoding (Google, USA): they receive the text of the search query and the coordinates of the point, without name or phone number. Traffic and routes may use TomTom (TomTom Global Content B.V., the Netherlands), and address search may also use 2GIS (DoubleGIS LLC, Russia): requests to them are sent by the ByFly server, and they receive only the coordinates of points, the map area and the text of the address query — without name, phone number, order number or user and device identifiers.
4.Data is passed to third parties only when it is needed for a trip (to the driver — the rider's name, the pickup address, stops and the destination; to the rider — the driver's name and photo, the car's make, colour and number, where the car is on the way to the pickup and during the trip, and in the trip details and the receipt — the carrier: the name or the name of the individual entrepreneur, the IIN or BIN, the number in the register of carriers; to the person the rider ordered the trip for — one SMS with the car's make, colour and number; to the person the rider sent the "share" link to — where the car is and the trip route; when SOS is called — to the 112 service, the police and the ambulance; to your trusted contacts — an SMS with a link to the trip (where the car is, the driver, the vehicle and the route) when you press SOS) or when the law requires it. The person who invited you, if you are in their first line, can see your first name and the first letter of your surname and what the "My Network" section shows for the first line; for further lines — only numbers, without names. Phone numbers, addresses and routes are not shown to the person who invited you. ByFly LLP (BIN 231040040048), on the operator's instructions, sends service SMS (together with the SMS service SMSC in Kazakhstan — only the phone number and the text of the SMS), receives calls to the hotline +7 702 075 72 82, +7 727 353 33 33 and e-mails to info@byfly.kz, and passes the requests to the operator on the same day.
5.How long we keep data:
- the consent log — for the whole period of processing and 3 more years after it ends or after the consent is withdrawn;
- contracts with drivers and taxi fleets, accepted offers and terms — 5 years after the contract ends;
- money: payments, receipts, remuneration, payouts and taxes — 5 years from 1 January of the year following the year of the transaction;
- tracks, addresses and time of trips, the order log — 3 years after the end of the calendar year of the trip;
- pickup events (the pickup point, the place and time of waiting, where the driver stopped) — 90 days, after that only aggregated data for the city and pickup points not linked to trips;
- the driver's tracks on the line without an order — 30 days, after that only anonymised speeds on road sections;
- the text you type into the address search is not saved: it is processed at once by our search service in Kazakhstan; the chosen addresses (history, up to 20) — while the account exists;
- call recordings — 30 days, and if there is a complaint, a call via the safety button, an incident or a request from the police or a court about the trip — until the case is closed and for 30 more days. In-car audio recording is not yet turned on in the app; before turning it on, we will publish a new edition and ask for consent;
- going on the line, going off the line and hours at the wheel — 1 year;
- the driver matching log — 3 years after the end of the year of the order, and for 2 more years only aggregated data, without personal data;
- photos of the driver's and the car's documents — while the contract is in force, after the driver is disconnected they are deleted within 30 days; the record of the document check (masked number, validity date, result) — 5 years after the contract ends;
- the driver's face photo taken at registration — for a staff member to compare it with the photo in the documents, there is no automatic face recognition; it is kept while the contract is in force, after the driver is disconnected it is deleted within 30 days. The photo taken before going on the line — for the same comparison by a staff member; it is kept for 30 days after the shift. A record of the comparison remains (who compared it and when, the result) — 5 years after the contract ends;
- the medical organisation's certificate, if the driver was referred for a medical check, — 30 days, and if an objection is filed — until the decision and 30 more days; only the staff member who checks it sees it, and it is not passed to external services; we take from it only "admitted" or "not admitted", the date, the time and who carried out the check. The staff member's decision — 3 years after the end of the contract. The record of admission to the shift (time, result, method) — 3 years after the end of the year of the shift;
- the video before going on the line — for a driver, a courier by car and a carrier's driver who did not consent to the AI check or withdrew consent: a ByFly staff member compares the face with the profile photo and looks at the condition (signs of intoxication, glasses if the licence requires them), without artificial intelligence programs or biometric templates; the video is kept for 30 days, and if there is a signal or an objection — until the decision and 30 more days; the check result and the staff member's note — 3 years after the end of the contract; the data is stored in the Republic of Kazakhstan;
- blocks and sanctions with evidence — 3 years after the final decision, if money was withheld — 5 years;
- requests and complaints with answers — 5 years after the request is closed;
- correspondence in the order chat between the driver and the rider — 30 days after the trip; if there is a complaint, a dispute, an SOS or a request from an authority — until the case is closed;
- correspondence with support — like requests, 5 years after the request is closed;
- SOS events (time, place, who called it, the on-duty staff member's call) — 5 years after closure;
- trusted contacts — until you delete them or while the account exists;
- invitation links — while the account exists; accruals — like payments, 5 years;
- information about the device and the bank card attribute — while the account exists;
- map reports — photos 180 days, the link between a report and its author — 1 year after the decision, after that only without the author. After these periods the data is deleted or anonymised.
6.If there is a complaint, an accident review, a call via the safety button, a dispute, an inspection or a request from the police or a court about a trip, a driver or a rider, the related data is not deleted until the case is closed (call recordings — until the case is closed and for 30 more days), and access to it is restricted.
7.You can find out what data about you is kept, correct it, withdraw consent and delete the account — in the app or through the contact of the person responsible, and also without the app on the page https://byfly-shop.com/taxi/support#delete. We delete the account 14 days after confirmation; until then the deletion can be cancelled in the app. We correct or block incorrect data within 1 working day after the request. We answer withdrawals of consent and account deletion requests within 15 working days; if a debt or money on the driver's balance remains, we will explain the reason and delete the account after settlement; we keep data on an unresolved dispute until it is closed. After deletion the account is anonymised, and money records and contracts are kept for the periods in point 5.
8.How we protect data: we keep it on servers in the Republic of Kazakhstan; we transfer it over a secure connection (TLS); the main storage and backups are encrypted, and document numbers and IINs are additionally encrypted with a separate key; staff get access by role and with a second sign-in factor; actions with data are logged. We notify the authorised body of a data security breach within one working day of its detection: Министерство искусственного интеллекта и цифрового развития Республики Казахстан.