Last updated: 2026-05-29
Account data: email, name, phone, company name, user role (operator, client, or courier) — collected when you create an account.
User content: photos (proof of pickup/delivery), digital signatures, chat messages, order and delivery details — only when you submit it in the App.
Support requests: messages you send to support.
Device & app info: device model, OS version, app version, language, time zone.
Usage data: screens visited, taps, session duration, crashes/performance diagnostics.
Location data (GPS): precise geolocation is collected from couriers for real-time tracking and delivery confirmation coordinates. Clients and operators may use location for address selection on the map. Location is only collected if you allow location permissions.
Background location tracking is active only while a courier has at least one in-progress delivery (an assigned order in "On the way" or "Arrived" state). Background tracking stops automatically as soon as the courier completes or cancels the last active assignment, and no background location is sent to our servers when no deliveries are in progress, when the courier signs out, or when the app is closed by the user.
Analytics data: We use Firebase Analytics to collect anonymous usage statistics including app interactions, screen views, user engagement patterns, and session data. This helps us understand how users interact with the app and improve user experience.
Crash reports: We use Firebase Crashlytics to automatically collect crash reports and diagnostic information when the app encounters errors. This includes stack traces, device state, and app state at the time of the crash to help us fix bugs and improve stability.
We use data to:
• provide and maintain the App
• track courier location in real time and display it to operators
• confirm pickup and delivery with photo and signature evidence
• enable in-app chat between couriers and operators
• calculate routes and display maps
• generate order history, statistics, and reports
• send notifications about order status changes
• improve performance and user experience
• diagnose bugs and prevent fraud/abuse
• provide customer support
• comply with legal obligations
Where required by law, we process data under these bases:
• Contract — to provide the App and courier management service
• Legitimate interests — analytics, security, improvement
• Consent — location tracking, camera access, notifications — where applicable
• Legal obligation — tax, law enforcement requests, etc.
We do not sell your personal data. We may share data with:
We use trusted third-party providers to operate the App (hosting, maps, routing). They process data on our behalf under agreements.
We may disclose information if required by law or to protect users, the public, or our rights.
The App uses the following services:
• Mapbox — map display, geocoding, route rendering. Mapbox telemetry is disabled in the App.
• Google Maps — may be launched externally for turn-by-turn navigation at the courier's request.
• Waze — may be launched externally for navigation as an alternative to Google Maps.
• Google Firebase — we use Firebase Analytics for usage analytics, Firebase Crashlytics for crash reporting, and Firebase Cloud Messaging for push notifications. Firebase is provided by Google LLC and processes data according to Google's Privacy Policy (https://policies.google.com/privacy). Firebase Analytics data is anonymized and aggregated. Crashlytics data includes technical diagnostic information. You can learn more about how Google uses data at https://firebase.google.com/support/privacy.
• Lemon Squeezy (Lemon Squeezy, LLC) — payment processor and merchant of record for paid subscription plans. Receives billing email, payment instrument details, billing/tax address, and a reference to your Ruta account identifier. Subject to Lemon Squeezy's own privacy policy at https://www.lemonsqueezy.com/privacy.
• Resend (Resend, Inc.) — transactional email provider used to deliver email-verification codes, password-reset codes, and account-related notifications. Receives the recipient email address and the email content. Subject to Resend's privacy policy at https://resend.com/legal/privacy-policy.
We do not track you across other companies' apps and websites for advertising purposes, and we do not sell your personal data to advertisers.
These services may collect data as described in their own privacy policies.
We keep data only as long as necessary:
• Account data: until you delete your account or request deletion
• Order records and signatures: retained for 3 years for tax/legal compliance, or as required by applicable law
• Photos (delivery confirmations): retained for 3 months, then automatically deleted
• Chat messages: until account deletion
• Analytics data: retained for 14 months (Firebase default retention period)
• Crash reports: retained for 90 days for debugging purposes
• Locally cached data on device: cleared on app uninstall
Depending on your region, you may have rights to:
• access your data
• correct your data
• delete your data
• object or restrict processing
• data portability
• withdraw consent (where processing is based on consent)
How to request:
• Self-service: you may request permanent deletion of your account directly at https://rutalive.com/delete-account by entering your email and password. The request is processed by our team and your account, together with associated personal data, is permanently removed in accordance with Section 7.
• Email: [email protected] with subject "Privacy Request".
The App is not intended for children under 16. We do not knowingly collect data from children. If you believe a child provided data, contact us to delete it.
Your data may be processed outside your country depending on hosting providers. We use safeguards where required (e.g., contractual protections).
We use reasonable technical and organizational measures to protect data. Passwords are stored in hashed form. Authentication tokens are kept in encrypted secure storage on your device. All network communication is encrypted (HTTPS/WSS). No method is 100% secure, but we take data protection seriously.
Subscription payments for the Service are processed by our merchant of record, Lemon Squeezy (Lemon Squeezy, LLC). When you initiate a subscription, the following information is transmitted to Lemon Squeezy solely for the purpose of completing the transaction and managing the subscription thereafter:
• billing email address;
• payment instrument details (collected and stored exclusively by Lemon Squeezy — we never receive, view, or store full card numbers);
• billing address and tax-relevant information required by applicable VAT/sales-tax regulations;
• a reference to your Ruta account identifier, used to associate the payment with your account.
Lemon Squeezy acts as the merchant of record and is solely responsible for issuing invoices, remitting applicable VAT/sales tax, and handling chargebacks, in accordance with its own privacy policy and terms of service available at https://www.lemonsqueezy.com.
All subscription fees are final and non-refundable. By initiating a subscription you acknowledge that payments, once charged, will not be returned for partial or unused billing periods, plan downgrades, accidental upgrades, dissatisfaction with the Service, or any other reason except as expressly provided in Section 12.3 below. Cancellation of a subscription stops future billing only; access to the paid plan continues until the end of the then-current billing period, after which the account is downgraded to the Free plan automatically.
As a sole exception to Section 12.2, refunds may be considered on an individual, case-by-case basis where the customer can reasonably demonstrate that two or more identical subscription payments were charged in error within a short period and were not the result of an intentional re-subscription, plan change, or renewal.
To request review of an accidental duplicate charge, the customer must contact us at [email protected] within thirty (30) calendar days of the disputed charge and provide the following:
• the order identifier(s) of the affected payment(s);
• the email address used for the payment;
• a brief description of the circumstances in which the duplicate charge occurred.
Each request will be reviewed at our sole discretion. Approved refunds will be issued exclusively through the original payment method via Lemon Squeezy and may take up to fourteen (14) business days to appear in the customer's account, subject to the processing times of the issuing bank or payment provider. The granting of a refund under this Section 12.3 does not constitute a waiver of any provision of this policy and does not create any obligation, express or implied, to grant refunds in any other circumstance.
We may update this policy. We will change the "Last updated" date and may notify you in-app if changes are significant.
Email: [email protected]