Privacy Policy

1. Who we are

Pilot One Software Solutions Limited ("Pilot One", "Pilot1", "we", "us", or "our") provides mobility, delivery, merchant, event-ticket, flight-booking, payment-support, and customer-support services. We are responsible for the personal information described in this policy where we determine how and why it is processed.

2. Scope of this policy

This policy applies when you use Pilot One websites, mobile applications, rides, deliveries, merchant services, driver services, event-ticket services, flight-booking services, payment features, or support channels, including conversations with us through WhatsApp. Third-party services linked from Pilot One may have their own privacy policies.

3. Information we collect

Information you provide

• Names, phone numbers, email addresses, profile photographs, addresses, and account details.
• Pickup and destination details, delivery instructions, booking preferences, support enquiries, ratings, and feedback.
• Information about passengers, recipients, guests, or travelling companions that you provide when making a booking for another person.

Location, ride, delivery, and booking information

• Precise or approximate location information where you enable location services or use location-based features.
• Trip, route, pickup, destination, delivery, event-ticket, and flight-booking information, including dates, times, status, and service history.

Driver, merchant, and identity-verification information

• Driver licences, identity documents, vehicle documents, insurance details, merchant records, payout details, and information needed to verify eligibility.
• Photographs, facial images, and related verification results used to confirm identity, prevent impersonation, and improve platform safety.

Travel and event information

• Date of birth, nationality, passport or other travel-document details, loyalty information, accessibility requests, and itinerary data where required to arrange a flight.
• Ticket selections, attendee information, event preferences, and admission details needed to complete an event booking.

Payments and transactions

We collect transaction references, amounts, currency, payment status, refunds, and billing-related records. Full card or bank credentials are handled by external payment providers under their own privacy and security terms; Pilot One does not intentionally store full card details.

WhatsApp and customer-support information

When you contact Pilot One through WhatsApp, we may receive your phone number, WhatsApp profile name, messages, attachments, voice notes, timestamps, message-delivery information, and other details you choose to provide. These records may be stored in Pilot One systems or in systems operated by service providers acting for us.

Device and usage information

We may collect IP addresses, device identifiers, browser and operating-system information, app version, language, crash data, logs, cookie or similar-technology data, and information about how you interact with our services.

4. How we use information

We use personal information to:

• Create and manage accounts and verify users, drivers, vehicles, merchants, and travellers.
• Arrange rides, deliveries, event tickets, flights, payments, refunds, and related customer support.
• Connect customers with drivers, couriers, merchants, airlines, event providers, and other fulfilment partners.
• Provide trip, delivery, booking, safety, and service-status communications.
• Respond to WhatsApp enquiries, investigate complaints, and maintain support and dispute records.
• Protect users and Pilot One, prevent fraud or misuse, enforce our terms, and comply with legal obligations.
• Maintain, troubleshoot, analyse, and improve our products, services, safety systems, and customer experience.

5. Our legal grounds for processing

Depending on the service and applicable law, we process personal information because it is necessary to perform a contract with you, comply with a legal obligation, protect vital interests, pursue legitimate business and safety interests, or act with your consent. Where we rely on consent, you may withdraw it, although this does not affect processing already carried out lawfully.

6. How we share information

We may share only the information reasonably necessary with:

• Drivers, couriers, passengers, recipients, merchants, and other parties involved in completing a requested service.
• Airlines, travel providers, event organisers, venues, and ticketing providers involved in a booking.
• Payment processors, banks, fraud-prevention providers, identity-verification providers, hosting providers, communications providers, analytics providers, and professional advisers.
• Meta and WhatsApp when you communicate with us through WhatsApp or when their technology is used to deliver the communication.
• Regulators, courts, law-enforcement agencies, emergency services, or other authorities where required or permitted by law or necessary to protect safety and rights.
• A prospective buyer, investor, or successor in connection with a merger, financing, restructuring, or transfer of all or part of our business, subject to appropriate safeguards.

We do not sell or rent personal information. Service providers may process information only for the services they provide to Pilot One and subject to appropriate contractual or legal obligations.

7. WhatsApp communications

Pilot One currently uses WhatsApp for customer enquiries, support, booking assistance, and service-related updates. We do not currently use WhatsApp conversations for promotional messaging. If this changes, we will update this policy and obtain consent or another lawful basis where required. Your use of WhatsApp is also governed by Meta's and WhatsApp's applicable terms and privacy practices.

8. International transfers

Some service providers, airlines, booking partners, Meta or WhatsApp systems, and technical infrastructure may process information outside Nigeria. Where personal information is transferred internationally, we take reasonable steps to use lawful transfer mechanisms and safeguards appropriate to the information and destination.

9. How long we keep information

We keep personal information only for as long as reasonably necessary to provide services, maintain business and transaction records, resolve complaints or disputes, protect safety, prevent fraud, enforce agreements, and meet legal, accounting, or regulatory obligations. Retention periods vary according to the type and sensitivity of the information and the reason it was collected. When information is no longer required, we delete it or anonymise it where reasonably possible.

10. Information security

We use reasonable administrative, technical, and organisational measures designed to protect personal information against accidental loss, unauthorised access, misuse, alteration, or disclosure. No internet transmission or storage system is completely secure, so we cannot guarantee absolute security.

11. Your privacy rights

Subject to applicable law, you may ask to access, correct, update, restrict, object to the processing of, receive a copy of, or delete your personal information. You may also withdraw consent and complain to an appropriate data-protection authority. Some rights may be limited where we must retain information to comply with law, protect safety, establish legal claims, or complete an active service.

12. How to request deletion

To request deletion of information associated with Pilot One or a WhatsApp conversation, email hello@pilot1.co with the subject "Privacy or data deletion request". Describe the account, phone number, booking, or conversation involved and the action you want us to take. We may request information needed to verify your identity and protect accounts from fraudulent requests. After verification, we will respond and take action within the period required by applicable law, subject to any lawful retention requirement.

13. Children's information

Our services are not designed for children to use independently where they cannot lawfully consent or enter into a contract. Where a parent or guardian books travel, transport, delivery, or event services involving a child, the parent or guardian must be authorised to provide the child's information. We process that information only as needed to provide the requested service and meet safety or legal requirements.

14. Changes to this policy

We may update this policy when our services, technology, partners, or legal obligations change. We will publish the revised policy on this page and update the date above. Where required, we will provide additional notice or request consent before a material change takes effect.