Zeri and Zeri Driver
Privacy Policy
How the Zeri and Zeri Driver apps collect, use, share, keep and protect information.
This policy covers two apps. The Zentra Rider app is published in the app stores as Zeri, and the Zentra Driver app as Zeri Driver. It also covers the support and administrative systems we use to run them. It does not cover the separate Zentra public website or unrelated third-party services.
The short version
What we need
Your account details, your trips and deliveries, payments, and your location while the app is open, so we can match you with a driver and get you there.
Microphone
Only when you tap to record a voice message in a trip chat. The apps don't listen in the background.
No selling, no ads
We don't sell personal information or use your location, documents or travel history for third-party advertising.
You can delete your account from inside either app at any time. See how.
1. Who we are
“Zentra,” “we,” “our,” or “us” means Zentra Global Logistics Company Limited. We provide digital ride-booking, driver, transportation, delivery, payment-support, safety and customer-support services. This policy applies to riders, passengers, driver applicants, approved drivers, delivery senders and recipients, support users, and anyone whose information is provided through an app service.
2. Information we collect
Depending on how you use the apps, we may collect:
- Account and identity information: name, phone number, email, account role, profile details, verification records, protected login credentials, account status and login history.
- Ride and delivery information: pickup and destination, route, distance, time, booking status, fare, payment status, assigned driver, recipient details, package description, proof of pickup or delivery, cancellations, ratings, feedback, and lost-property or safety reports.
- Driver and vehicle information: CID and identity records, professional driving licence (including the photo you upload), vehicle registration, permits, vehicle details, application and approval status, availability, completed or cancelled requests, ratings, earnings, payout details and bank information.
- Location information: current or selected coordinates, heading, accuracy, timestamps, online status, route progress, and speed when your device provides it.
- Payments and transactions: fares, wallet or promotional balances where offered, top-ups, refunds, reversals, transaction references, driver earnings and payouts.
- Messages and voice recordings: text messages and voice messages you send between rider and driver during a trip, support requests, complaints, incident reports, emails, and notification delivery records.
- Device and security information: app installation identifier, device type, operating system, app version, IP address, session data, request logs, errors, fraud indicators and security events.
Please don't put unnecessary sensitive information in delivery instructions, messages or support requests.
3. Device permissions
The apps ask for permission before they use these parts of your device. You can change your mind at any time in your phone's settings, but the features that need the permission may then stop working.
| Permission | Used for |
|---|---|
| Location (while the app is open) | Zeri uses it to show the map, fill in your pickup, request a ride and follow your driver. Zeri Driver uses it while a driver is online, travelling to a pickup, or completing a trip. Both apps use foreground location only. We won't start collecting background location without updating this policy, explaining why, and asking for the required permission. |
| Microphone | Recording a voice message in the trip chat. See section 4. |
| Camera and photos (Zeri Driver) | Taking or choosing a photo of your driving licence for your driver application. |
4. Voice messages and the microphone
Zeri and Zeri Driver let the rider and driver on a trip send each other short voice messages instead of typing.
- When the microphone is used. Only while you are recording a message in a trip chat. The apps do not record in the background or while they are closed.
- What is recorded. Up to two minutes of audio, saved as a small audio file on your phone first. It is uploaded only if you choose to send it.
- Who can hear it. The other person on that trip. Zentra support and safety staff can also listen if a message is reported or if we need to investigate a safety, fraud or legal issue.
- Where it is stored. On secure cloud storage that we control. Recordings are played back through short-lived private links, not public web addresses.
- What we don't do. We don't transcribe or automatically analyse what is said in voice messages, use them for advertising, or use them to identify you by your voice.
- Reporting. Press and hold any message, voice or text, to report it. Zentra support reviews reports, and the other person isn't told who reported them.
- How long. Voice messages are deleted with the rest of the trip chat, 7 days after the trip ends. See section 9.
5. How we use information
We receive information from you, your device and app activity, the rider or driver on the same service, administrators and support staff, and providers of mapping, hosting, communications, identity verification, banking or payments. If you give us another person's details, such as a delivery recipient's phone number, you must have the right to do so and should tell them how Zentra will use it.
We use information to:
- Create, verify, secure and manage accounts and driver applications.
- Match riders with drivers; dispatch and track rides or deliveries; calculate routes, arrival times, fares, earnings and payouts; and send service updates.
- Process or reconcile payments, refunds, wallet entries and financial records.
- Provide support; investigate accidents, complaints, fraud, misconduct and lost property; and enforce our Terms of Use.
- Keep the apps reliable and secure, meet legal and regulatory obligations, and create aggregated or anonymised statistics.
We do not sell personal information. We do not use precise location, driver documents, bank details, voice recordings or travel history for unrelated third-party advertising.
6. Automated matching and decisions
We may use automated rules to find available drivers, compare distance to a pickup, estimate arrival times, prioritise requests, detect unusual activity and apply temporary security controls. Significant decisions, such as final driver approval, permanent deactivation or serious complaint findings, are reviewed by a person. Drivers can ask for an explanation or appeal through Zentra Support.
7. When we share information
- Between users: a matched rider can see the driver's name, vehicle, rating, location and arrival status. An assigned driver can see the rider's display name, pickup, destination, delivery contacts and necessary instructions. Messages and voice messages in a trip are shared between the rider and driver on that trip.
- With service providers: hosting and cloud storage, maps and routing, notifications, email or SMS, support, payments, banking, document storage, fraud prevention and security providers process only the information they need to do their job for us.
- For law and safety: we may disclose information to follow a valid legal request, protect someone from serious harm, investigate fraud or a security incident, enforce legal rights, or respond to an emergency.
- Business changes: information may transfer as part of a merger, investment, restructuring, acquisition or sale, with continued protection and notice of material changes.
We don't share a driver's CID, licence documents, full bank details or unrelated trip history with riders.
8. Third parties and processing abroad
The apps may send the coordinates or transaction details that are needed to mapping, routing, banking, payment, communications, cloud and support providers. Those providers may handle information under their own privacy policies. Information may be processed outside Bhutan. When that happens we use reasonable contractual, technical and organisational safeguards and follow the Royal Monetary Authority's requirements for payment information.
9. How long we keep information
We keep information only as long as we need it to run the apps, give you the service, handle complaints, prevent fraud, protect safety, and meet legal, tax, accounting, insurance and regulatory duties. When we no longer need it, we delete or anonymise it. If deleting something straight away isn't allowed because of a law, a dispute, a safety investigation or a fraud risk, we use it only for that purpose until it can go.
| Information | How long we keep it |
|---|---|
| Account details name, phone, email, password or PIN | While your account is open. Removed or anonymised as soon as you delete your account, and the same phone number or email can then be used to register again. |
| Driver documents and bank details CID, licence and photo, vehicle details, bank details | While the driver account is open, and deleted when you delete it. If an application is rejected or withdrawn, we delete the documents within 12 months. |
| Financial records trip and delivery transactions, wallet transactions, driver earnings and payouts, receipts and accounting records | Six years after the end of the tax period they belong to, as Bhutan's Income Tax Act 2025 requires, and longer where the law requires it, for example during a tax audit, an amended assessment or court proceedings. Records from a tax period ending 31 December 2026, for example, are kept until at least 31 December 2032. These records include trip and transaction references, dates, fares, fees, taxes, discounts, payment status, wallet top-ups, debits, credits, refunds and adjustments, driver earnings, commission, payouts and bank references, and the related receipts, invoices, bank statements and ledger entries. When an account is deleted, the name and contact details are removed from these records. At the end of the period we review the records and dispose of them following the process Bhutan's tax rules set out. |
| Messages and voice recordings in the trip chat and the follow-up chat after a trip | Deleted 7 days after the trip ends (when it is paid or cancelled), and the chat closes at the same time. If a trip or a message from it has been reported, we keep that trip's messages until the report is resolved, and a copy of the reported message stays with the report. |
| Reports, complaints and safety cases | Until the case is resolved and for 12 months afterwards, or longer if there is a legal dispute or an investigation. |
| Location | Your live position is used only while the app is open and, for drivers, while online. The pickup, drop-off and route of each trip are stored with its trip record and kept for the same period as the financial records above. Other technical location logs are kept only as long as we need them to run dispatch and to investigate safety or fraud problems. |
| Verification codes, login and security logs | Only as long as needed to secure accounts and investigate fraud or misuse. |
| Trip log in the Driver app | About 90 days, stored on the driver's own phone. |
10. Security
We use reasonable safeguards such as encrypted connections, protected credential storage, role-based access, session controls, private document and audio storage, masking of sensitive identifiers, security monitoring, backups, vendor requirements and incident-response procedures. No system is completely secure. Protect your OTP, password and PIN, use a secure device, and tell us quickly if you think someone has accessed your account.
11. Your choices and rights
Subject to the law and to checking who you are, you may ask us to:
- Tell you what information we hold about you and how we use it.
- Correct information that is wrong or incomplete.
- Stop marketing messages, withdraw optional consent, or turn off device permissions.
- Close your account and delete information we no longer need.
- Question or appeal a driver application, suspension or deactivation decision.
- Make a privacy or service complaint.
To delete your account, use Delete account inside Zeri or Zeri Driver, or follow the steps on our Delete your account page, which also works if you no longer have the app. For anything else, contact us using the details in section 14. Turning off a permission the app needs may stop the related feature from working. Essential service, safety and legal messages can't be switched off while your account is active.
12. Children
Rider accounts are for people aged 18 or older who can enter into a contract. Driver accounts are for people aged 21 or older who also meet all legal licensing requirements. We do not knowingly create accounts for children. If we learn that a child's information was collected without proper authorisation, we will investigate and delete or restrict it as required.
13. Changes to this policy
We may update this policy as the apps, our providers, the law or our practices change. We'll tell you about important changes in the app, by email or SMS, or in another suitable way, and ask for your consent again where the law requires it. The effective date and version at the top show which policy is current.
14. Contact and complaints
For privacy requests, account deletion, driver appeals or complaints, contact Zentra Global Logistics Company Limited:
Our head office is at 197/75 Moo 8, Sanphu Loei, Mueang Chiang Mai, Thailand, and we have branch offices in Thimphu and Gelephu, Bhutan. We aim to acknowledge complaints within ten working days and to resolve them within thirty days where reasonably possible. You can also use the complaint channels published by Bhutan's Competition and Consumer Affairs Authority.