U-MOVE PRIVACY
Privacy Policy
Please read this document carefully. It explains how U-Move operates and the terms that apply when you use U-Move.
Information U-Move uses
U-Move may use account details, contact information, booking information, location information, payment references, Driver documents, support messages and service activity where needed to operate and protect the service. Account creation and sign-in may be completed using an email address and password, or through Google or Apple sign-in.
Why information is used
Information may be used to create accounts, connect Customers and service providers, process bookings and payments, provide safety and support features, prevent fraud and improve U-Move services. U-Move's backend, authentication and data storage are provided by Firebase and other Google Cloud services, and mapping, routing and navigation features use Google Maps and HERE. U-Move's availability, and which specific services, payment methods or participating Drivers and Merchants apply, may vary by country and service area.
Location information
Location information may be used for pickup, destination, routing, live-trip and safety functions when those features are enabled and permission has been granted. For Drivers, while online this may continue in the background — not only during an active trip — so dispatch can keep track of available Drivers and Customers can see accurate ETAs, including while a Driver is using another navigation app. This requires separate background-location permission, which a Driver may grant or decline.
Trip route logging
During an active trip, periodic location points along the Driver's route may be logged to calculate accurate distance-based fares and to support dispute resolution. This information is retained under the same policy described under Retention and protection below.
Mid-trip destination changes and route comparison
If a Customer changes a trip destination after it has started, the updated destination and a record of the change may be kept with the booking. A trip's logged route may also be compared against the originally planned route to help identify significant deviations, for safety and dispute-resolution purposes.
Payments
Payment providers may process payment information under their own terms and privacy practices. Digital payments may be processed through PayPal; other available methods (such as mobile money or bank transfer) involve the Customer completing the transfer directly, without those providers receiving data from U-Move through an integration. U-Move should store only the information needed to identify, confirm and support a transaction.
In-app calling
When a Customer, Driver or Merchant makes or receives an in-app call, the call is connected through Stream, a third-party real-time communications provider. Call audio and video pass through that provider's infrastructure only to connect the call — U-Move does not record calls.
AI-assisted support
Some support chat messages — not every conversation — may be processed by an automated assistant (currently powered by Google's Gemini model) to help provide an initial response, using only the conversation itself — never account balances, payment records or other account data. Messages about payments, account security or personal safety are never handled automatically and are always sent to a human agent. A human agent can be requested in the chat at any time.
Retention and protection
Information should be retained only as required for service, safety, accounting, dispute resolution and legal obligations. Data is encrypted in transit and at rest, and access is restricted to authorised personnel; U-Move does not sell personal information to third parties. A Customer or Driver may request account closure at any time from Settings; this begins the process of removing or de-identifying account data, subject to information U-Move must keep for accounting, safety or legal reasons.
Questions and requests
Customers and Drivers may contact U-Move Support regarding account information, privacy questions or applicable data requests, including through info@umovegm.com.
Effective 5 October 2026