Privacy Policy
ZUM RIDE PVT. LTD. — Kathmandu’s Premium Electric Mobility Network
Platform: ZUM Ride Application (iOS and Android)
Registered Address: Dillibazar, Kathmandu, Nepal
Effective Date: 17 June 2026
Last Updated: 17 June 2026
Contact: contact@zumridesnepal.com
Website: www.zumrides.com
This Privacy Policy describes how Zum Ride Pvt. Ltd. (“ZUM Ride”, “we”, “us”, “our”) collects, uses, stores, shares, and protects personal information about individuals (“Users”, “you”) who access or use the ZUM Ride Application, website, and associated services (together, the “App”). It should be read together with our Terms and Conditions.
By creating an Account, completing KYC verification, or using the App, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, processing, and use of your personal information as described here. ZUM Ride is committed to handling your data in accordance with applicable Nepal law, including the Electronic Transactions Act 2063 and the Privacy Act 2075.
1. Data Controller
The data controller is Zum Ride Pvt. Ltd., Dillibazar, Kathmandu, Nepal. For any privacy enquiry, contact us at contact@zumridesnepal.com or through Settings → Help and Support in the App.
2. Information We Collect
2.1 Account Registration Data
• Full legal name; email address; mobile phone number; and password (stored in encrypted, hashed form, never in plain text).
2.2 KYC and Identity Data
• Full residential address; identity document type and details (Citizenship Certificate, National Identity Card, Passport, or Driving Licence), including front and back photographs of the document; a selfie photograph of your face; and an emergency contact, including the contact’s name, relationship to you, and phone number.
2.3 Identity Re-verification Data
• Selfie photographs captured from time to time, when prompted, before you unlock a Cycle, used to confirm that the person using the Account is the registered User (see Section 5).
2.4 Location Data
• Real-time GPS coordinates of your device during active App use; ride route history (start point, end point, and path taken); and GPS coordinates at the time of a Ride-end photo submission outside a Station.
2.5 Ride and Service Data
• Ride history (dates, times, duration, distance, route, Cycle ID, Balance used, Tokens used); Reservation history; Token purchase and usage history; SOS activation history; and Ride-end photographs submitted outside Stations.
2.6 Payment and Transaction Data
• Transaction records for Balance top-ups, Token purchases, Package and Subscription payments, and utility payments; payment method type (wallet or bank — no card details are stored by ZUM Ride); and invoice records for each transaction. For sales and tax records, this includes your citizenship number and phone number (see Sections 8 and 9).
2.7 Device and Technical Data
• Device type and operating system; device identifiers; application version; log data including access times, features used, and error logs; IP address; and push-notification tokens.
2.8 Support and Communication Data
• Support messages, voice messages (Tap & Talk), and photographs submitted via in-App chat; email correspondence; and SMS records for OTP and billing notifications.
2.9 Biometric Data
• ZUM Ride does NOT collect, process, or store biometric data such as fingerprint or Face ID data. Biometric login is handled entirely by your device’s operating system (iOS or Android) and is not transmitted to or accessed by ZUM Ride. (The identity re-verification selfies described in Section 5 are ordinary photographs processed by ZUM Ride and are separate from device biometric login.)
3. How We Use Your Information
• Service provision: to create and maintain Accounts; enable Ride unlocking, tracking, and management; enforce Geofence boundaries; process payments, Packages, and Subscriptions; send invoices; and provide support.
• Identity verification and re-verification: to verify your identity at KYC and, from time to time, to re-verify that the registered User is the person using the Account, including by AI comparison of re-verification selfies against your KYC photograph (Section 5).
• Safety and emergency response: to operate the SOS Feature, transmit live location to our support team and your emergency contact upon SOS activation, and coordinate with emergency services.
• Communications: to send operational push notifications, SMS alerts, in-App messages, and emails relating to your Account, Rides, payments, KYC status, and App updates.
• Security and fraud prevention: to detect, investigate, and prevent fraudulent activity, Account misuse, identity fraud, unauthorised access, and violations of our Terms.
• Legal and tax compliance: to comply with applicable laws, regulations, court orders, and lawful requests; and to retain sales and transaction records as required by the Inland Revenue Department (IRD) and other financial and regulatory obligations.
• Internal analytics, improvement, and training: to understand how the Service is used and to improve and develop it. This includes using your personal data — including data linked to you, not only anonymised data — for usage tracking, analytics, feature enhancement, research, model and AI training, and related internal purposes. All such use takes place within ZUM Ride; this data is not shared with or sold to third parties (see Section 6).
• Geofence and ride enforcement: to monitor Cycle location in real time during active Rides for Geofence enforcement, automatic penalty application, and de-assignment of Cycles where appropriate.
4. Location Data
• Location data is collected primarily during active use of the Application and during active Rides. ZUM Ride does not track your location when you are not actively using the Application or on an active Ride, so battery impact is minimal.
• Location is used for live ride tracking, Geofence monitoring, Station and Cycle discovery on the map, Ride-end verification outside Stations, SOS emergency location transmission, and post-ride route history.
• You must grant location permission and enable GPS on your device for the Service to function. Location data collected during Rides is stored with your Account and ride record and may be used for dispute resolution.
5. Identity Verification, Document Expiry & Re-verification
• Document expiry and re-upload: Where your identity document carries an expiry date — for example, a Driving Licence or Passport — you will be required to re-upload a valid document once it expires in order to keep your Account active. Documents that do not expire — the National Identity Card and the Citizenship Certificate — do not require re-upload.
• Access after KYC approval: Once your KYC is approved, an access window opens, you are notified in the App, and access to all features of the App is then granted on a first-come, first-served basis.
• Random re-verification: From time to time, before you scan and unlock a Cycle, the front-facing camera may open and prompt you to take a photograph of yourself. When prompted, take the photo. It is compared by AI against your KYC selfie to confirm that you are the registered User.
• Where this is processed: This comparison runs within ZUM Ride’s own server environment. Any third-party technology used for the comparison operates inside our servers under contract and has no access to your photographs or identity data.
• If the check fails: If the photographs do not match, your access to the Service may be restricted pending review, to protect your Account and the safety and accountability of the Service.
6. How We Share Information
• No sale and no third-party commercial sharing. ZUM Ride does not sell, rent, or trade your personal information, and does not share it with any third party for that third party’s own marketing or commercial purposes.
• Third-party tools run on our servers. Where we use third-party technology — such as AI likeness or liveness checks used in identity verification — that technology operates within ZUM Ride’s own server environment, and the providers have no access to your data.
• Limited necessary disclosures. We disclose personal information only to the extent necessary to provide the Service or to comply with law, specifically:
• Payment processors (CityPay, eSewa, NCHL/ConnectIPS, and linked banking institutions) — transaction information shared only to the extent necessary to process your payments. Your bank and card details are not stored by ZUM Ride.
• Government and regulatory authorities — including verification through the Nagarik App, and disclosure of records (such as sales and tax records to the Inland Revenue Department) where required by law or in response to lawful requests from Nepal authorities, courts, or law enforcement.
• Emergency services and your emergency contact — upon SOS activation, your live location and the Cycle’s location.
• Insurer — where you make an insurance claim, the data necessary to process that claim, which we submit on your behalf.
• Service providers acting under contractual data-processing obligations within our infrastructure (servers in Nepal), such as map and location services, cloud infrastructure, push-notification platforms, and customer-support systems.
• Legal proceedings — with courts, regulators, or legal counsel in connection with any claim, dispute, investigation, or proceeding involving ZUM Ride or a User.
• Business transfers — in the event of a merger, acquisition, or sale, subject to equivalent privacy protections.
7. Data Storage & Security
• All data collected by ZUM Ride is stored on secured servers located in Kathmandu, Nepal.
• All personal data is encrypted, both in transit and at rest.
• The server is protected by a physical firewall, and a disaster-recovery (backup) site is maintained in Itahari, Nepal.
• ZUM Ride implements further security measures including password hashing and one-way encryption for credential storage, Account lockout after repeated failed login attempts, and internal access controls limiting staff access to personal data on a need-to-know basis.
• Independent security testing, including penetration testing and data-security testing, is carried out twice every year by licensed security providers, and findings are addressed as part of our ongoing security programme.
• No guarantee against breach or theft. No organisation can guarantee that data will never be subject to unauthorised access, breach, or theft — this is true of even the largest global technology companies, and it is equally true of us. ZUM Ride therefore does not and cannot guarantee absolute security. What we commit to is putting reasonable, industry-appropriate safeguards in place, as described above, to protect your information.
• In the event of a data breach that materially affects your rights or interests, ZUM Ride will notify affected Users and the relevant authorities in accordance with applicable law.
8. Data Retention
• Account and KYC data is retained for the duration of your active Account. When you delete your Account, your KYC details are deleted (see Section 9).
• Exception for tax compliance: your citizenship number and phone number are retained within our sales and transaction records, even after Account deletion, in order to comply with Inland Revenue Department (IRD) and other financial record-keeping obligations under Nepal law.
• Ride and location history, payment and transaction records, and support records are retained for the periods required for dispute resolution, audit, and regulatory and financial compliance.
• Following the applicable retention period, data is securely deleted or anonymised unless ZUM Ride is required by law to retain it for longer.
9. Account Deletion & Data Removal
• You may permanently delete your Account through Settings → My Profile → Account → Delete Account. Deletion is irreversible.
• You may request deletion only if you have a zero-minute Balance and no active or Negative Balance, and any pending Token charges are resolved.
• On deletion, your KYC details are removed, and you permanently lose access to all of your history, including ride history, purchases, and balances.
• Your citizenship number and phone number are retained within our internal sales records solely to satisfy IRD and tax obligations, as described in Section 8. This retained information is not accessible to you through the App.
• No restoration on re-registration: if you later create a new Account, your previous sales, ride, balance, or other history will not be restored or populated to the new Account. You begin again with a fresh Account.
10. Your Rights
• Right of access — to request a copy of the personal information we hold about you.
• Right to rectification — to request correction of inaccurate or incomplete information.
• Right to erasure — to request deletion of your personal information, subject to legal obligations to retain certain data (including the sales records retained for IRD compliance described in Sections 8 and 9). Erasure may be requested only if you have a zero-minute Balance and no active or Negative Balance.
• Right to withdraw consent — to withdraw consent given for specific processing, without affecting the lawfulness of processing carried out before withdrawal. Withdrawal may affect your ability to use certain features.
• Right to complain — to lodge a complaint with the relevant data-protection or regulatory authority in Nepal.
To exercise any of these rights, contact ZUM Ride at contact@zumridesnepal.com or through Settings → Help and Support. We will respond in accordance with applicable law.
11. Consent
By creating an Account and using the App and Service, you consent to: collection and processing of GPS location data during active App use and Rides; KYC identity-document collection and processing, including verification through government systems; identity re-verification using selfies compared by AI within our servers; transmission of your live location and the Cycle’s location to your emergency contact and ZUM Ride support upon SOS activation; recurring billing where you authorise a mandate for a Subscription or one-tap payments; receipt of push notifications, SMS, email, and in-App communications; and processing of personal data as described in this Privacy Policy, including internal analytics, improvement, and training. Where consent is the legal basis for processing, you may withdraw it at any time by contacting contact@zumridesnepal.com; withdrawal may affect your ability to use certain features.
If you do not agree to this Privacy Policy, or to any updated version of it, you must not use the Service, and all features of the App will be restricted.
12. Children’s Privacy
The Service is not directed at individuals below the minimum age set out in our Terms and Conditions. ZUM Ride does not knowingly collect personal information from anyone below that age. If we become aware that such information has been collected, it will be deleted promptly.
13. Changes to This Privacy Policy
• ZUM Ride may update this Privacy Policy at any time, and this Privacy Policy is subject to change without prior notice.
• The updated Policy will be published at Settings → Legal → Privacy Policy within the Application and on the ZUM Ride website. The ’Last Updated’ date will reflect the date of each revision.
• To continue using the Service, you must accept the updated Privacy Policy when prompted. If you do not accept it, you must stop using the Service and all features of the App will be restricted.
14. Contact
Company: Zum Ride Pvt. Ltd.
Registered Address: Dillibazar, Kathmandu, Nepal
Email: contact@zumridesnepal.com
In-App Support: Settings → Help and Support
Website: www.zumrides.com