Privacy Policy

1. Who is responsible for your data?

The data controller for Tokende is HSF Ventures - SMC Limited, operating the Tokende platform. For privacy questions or requests, contact us at info@tokende.africa.

2. What this policy covers

This policy applies to personal information we process when you:

• Visit our website or use our apps;
• Create or manage an account;
• Search for, book, or pay for bus or carpool trips;
• Publish trips or manage bookings as a driver or bus partner; or
• Contact our support team.

It does not cover third-party websites or services linked from Tokende (such as payment providers’ own sites), which have their own privacy policies.

3. Information we collect

3.1 Information you provide

• Account details — name, email address, phone number, password, and profile information;
• Booking details — routes, dates, seat selections, trip preferences, and messages related to a booking;
• Identity and verification — ID or documents where required for drivers, partners, or certain routes;
• Payment-related information — billing references and transaction status (we do not store full card numbers on our servers); and
• Support communications — emails, messages, or calls with our team.

3.2 Information collected automatically

• Device and usage data — app version, device type, operating system, IP address, and general usage logs;
• Location data — where you allow it, approximate or precise location to show relevant routes, pick-up points, or trip status; and
• Cookies and similar technologies — on our website, to remember preferences and understand how the site is used.

3.3 Information from others

• Payment partners — confirmation that a payment succeeded or failed;
• Bus partners and drivers — trip updates, boarding confirmations, or dispute-related information; and
• Other users — ratings, reports, or feedback where those features are enabled.

4. How we use your information

We use personal information to:

• Provide and operate the platform — search, booking, tickets, QR codes, and account features;
• Process payments and pass booking details to the relevant bus company or driver;
• Verify accounts and reduce fraud, abuse, and safety risks;
• Send booking confirmations, trip reminders, and service-related notifications;
• Respond to support requests and resolve disputes;
• Improve our apps, website, and user experience;
• Comply with legal obligations and enforce our Terms of Use; and
• Send marketing messages only where permitted by law and your choices (you can opt out where applicable).

5. Legal bases for processing

Depending on your country, we rely on one or more of the following:

• Contract — to provide the booking service you request;
• Legitimate interests — to secure the platform, prevent fraud, and improve our services;
• Legal obligation — where we must retain or disclose data under applicable law; and
• Consent — where required, for example for certain marketing or optional location features.

6. Who we share information with

We share personal information only as needed to run Tokende:

• Travelers, drivers, and bus partners — name, contact details, and booking information needed to complete a trip (for example, so a driver knows who booked a seat);
• Payment processors — to charge your payment method and handle refunds;
• Service providers — hosting, analytics, email/SMS delivery, and customer support tools bound by confidentiality obligations;
• Authorities — when required by law, court order, or to protect safety; and
• Business transfers — if HSF Ventures - SMC Limited or Tokende is involved in a merger, acquisition, or asset sale, subject to appropriate safeguards.

We do not sell your personal information.

7. International data handling

Tokende operates across several countries in East and Central Africa. Your information may be stored or processed in the country where you book a trip or on secure servers used by our service providers, which may be located in other countries. Where required, we take steps designed to protect your information when it crosses borders.

8. How long we keep data

We keep personal information only as long as necessary for the purposes described in this policy, including:

• Account data — while your account is active and for a reasonable period after closure;
• Booking and payment records — as needed for accounting, tax, and dispute resolution;
• Support records — typically for a limited period after the issue is resolved; and
• Legal retention — longer where required by law.

We may retain anonymized or aggregated data that no longer identifies you.

9. Security

We use technical and organizational measures designed to protect personal information, including encryption in transit, access controls, and secure payment handling through certified partners. No system is completely secure; please use a strong password and keep your login details private.

10. Your rights and choices

Depending on where you live, you may have the right to:

• Access a copy of the personal information we hold about you;
• Correct inaccurate or incomplete information;
• Request deletion of your data, subject to legal and contractual limits;
• Object to or restrict certain processing;
• Withdraw consent where processing is based on consent; and
• Lodge a complaint with a data protection authority in your country.

To exercise these rights, email info@tokende.africa. We may need to verify your identity before responding.

You can update much of your account information in the app or on togende.com. You may also adjust location and notification permissions in your device settings.

11. Cookies and analytics

Our website may use cookies and similar tools to keep you signed in, remember language preferences, and understand how visitors use the site. You can control cookies through your browser settings. Disabling cookies may affect some website features.

12. Children

Tokende is not directed at children under 18. We do not knowingly collect personal information from anyone under 18 without appropriate parental consent. If you believe a child has provided us data, contact us and we will take steps to delete it.

13. 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. For significant changes, we may notify you through the app, website, or email where appropriate. Continued use of Tokende after changes take effect means you accept the updated policy.

14. Contact us

For privacy questions, requests, or complaints:

• Email: info@tokende.africa
• Website: www.tokende.com
• Operator: HSF Ventures - SMC Limited (Tokende)
• Markets: Bujumbura, Kampala, Kigali, Eastern Congo and central DRC, and surrounding corridors