Privacy Policy

1) Scope

This policy applies to the website, booking flows, the RoadRunner customer and driver mobile apps, customer support, and related communications offered by RoadRunner Guatemala, including pages such as Book, My Bookings, and FAQs.

2) Data We Collect

• Booking details: name, email, phone number, pickup and drop-off locations, route, date/time, passenger count, and special comments.
• Account/lookup data: details used to retrieve or manage bookings in My Bookings.
• Payment data: payment token/transaction metadata processed by Stripe. We do not store full card numbers or CVC.
• Support communications: messages sent via email, WhatsApp, or in-app RoadRunner Support (including photos you send from the camera in chat).
• Technical/usage data: IP address, browser/device information, logs, and basic analytics or cookie-derived data.
• Mobile apps: phone number used to sign in (WhatsApp OTP), name and email on the customer profile, device push-notification tokens (Firebase Cloud Messaging), in-app chat messages (driver pickup chat and RoadRunner Support, including camera photos), language and translation preferences stored on the device, pickup and drop-off map pins you set, saved payment-method tokens via Stripe, and — for the driver app only — precise GPS location (coordinates, accuracy, heading, and speed) while an assigned route is in progress.

3) How We Use Your Data

• To provide booking, ticketing, and customer support services.
• To coordinate transportation with partner shuttle operators.
• To process payments, prevent fraud, and manage chargebacks.
• To send essential service communications (confirmation, changes, cancellations, operational updates).
• To improve site functionality, reliability, and security.
• To comply with legal, tax, accounting, and regulatory obligations.
• In the driver app: to authenticate drivers, show assigned routes, enable pickup chat, deliver push notifications, and share live location with operations only while a route is in progress (sharing stops when the route is completed).
• In the customer app: to manage bookings and saved cards, receive related notifications, chat with the assigned driver while pickup is pending, chat with RoadRunner Support, send camera photos in chat, show maps and walking or driving routes, and — while the trip is underway — view live GPS location of the assigned driver.

4) Legal Bases (GDPR)

• Performance of a contract: to fulfill your booking and provide support.
• Legitimate interests: service improvement, fraud prevention, and business operations, where your rights do not override these interests.
• Legal obligation: where required by applicable law.
• Consent: where legally required (for example, certain optional cookies or marketing communications).

5) Who We Share Data With

• Shuttle operators/suppliers to execute transport services you book. We only share the minimum personal information required for the proper execution of your reservation.
• During a live private shuttle: the customer who booked can see the assigned driver’s live location and in-app chat (My Bookings → Track & chat). Shared shuttles do not include this live map or driver chat.
• Payment processor: Stripe, for payment and fraud controls.
• Infrastructure/service providers (hosting, database, messaging, maps and routing via Google Maps / Google Routes, push notifications via Firebase, on-device translation models from Google ML Kit, support tools including Respond.io) under contractual safeguards.
• Authorities when disclosure is required by law or to protect legal rights.

We do not sell personal data.

6) International Data Transfers

Your data may be processed in countries outside your residence, including countries that may not have equivalent privacy laws. Where required, we use appropriate safeguards (such as contractual safeguards) for international transfers.

7) Retention

We keep personal data only as long as needed for booking operations, support, legal compliance, accounting, dispute resolution, and security. Retention periods vary by data type and legal requirements. Live driver location is used for active-route operations and is not retained as a permanent tracking history beyond operational needs. Push tokens are removed when you sign out or unregister the device. Chat messages are retained for operational and support purposes.

9) Cookies and Tracking

We use essential cookies and similar storage so the site works: booking and checkout state, My Bookings sign-in, partner attribution links, embed mode, language preference, and security. These are necessary for the service you request.

Optional analytics: in the EU/EEA, UK, and Switzerland we ask before loading Google Tag Manager (and any tags configured there). Elsewhere we use analytics by default to run the site and measure conversions. You can change your choice anytime via Cookie preferences in the footer. We do not sell personal information. Our mobile apps do not use advertising identifiers for third-party ads or cross-app tracking.

10) Security

We apply administrative, technical, and organizational safeguards to protect personal data. No method of transmission or storage is 100% secure, so we cannot guarantee absolute security.

11) Children's Privacy

Our services are not directed to children under 16 without parental or guardian involvement. If you believe a child provided personal data without proper authorization, contact us so we can take appropriate action.

12) Third-Party Links and Services

Our site and apps may link to third-party websites or tools (for example, Google, Firebase, Stripe, WhatsApp, and Respond.io). Their privacy practices are governed by their own policies.

13) Changes to This Policy

We may update this policy from time to time. Material changes will be reflected on this page with an updated date.