Privacy & AI

TrotroLive is operated by Urban Africa, the data controller for the personal data described here. Office: Plot 7, Osu Close, Osu, Accra, Ghana. Contact: support@trotro.live or build@trotro.digital, or +233 50 910 3721.

• Account data: your phone number (or Google account email if you sign in with Google), your name and your preferred language.
• Location: your device location when you allow it, to find the stations near you and plan your trip. On the website, location is only read after you allow it in your browser; you can plan a trip without it by typing where you start from.
• My movement (app, optional): if you switch on My movement in the app, it also records your location, your activity (walking, in a vehicle, still) and your step count in the background, a few times an hour, to build your journey history and fare recap. It is off unless you turn it on, and you can switch it off at any time.
• Trips and searches: the places and routes you search for, the trips you plan or take, and the fares you confirm or report. Searches made on the website without signing in are recorded without a name or phone number.
• Payments:TrotroLive Pay records (amount, time, the driver or vehicle paid, the Mobile Money number charged and Hubtel’s reference). Never your Mobile Money PIN, which you enter on your own phone and we never receive.
• Ananse conversations: the questions you ask our assistant and its answers, to answer you and to improve its answers.
• Device and usage data: browser or app version, pages and screens used, and error logs, to fix problems.

• To run the service: search, trip planning, fares, Ananse and payments.
• To prevent fraud on payments and protect drivers’ and riders’ money.
• To improve routes, fares and coverage, and to see where to switch on new features first.

Your phone number for sign-in and your payment data are needed to provide what you asked for. Location collection and the use of your data for planning analytics rely on your consent, which you can withdraw at any time by contacting us.

We use trip, fare and movement data to train and improve the models behind route suggestions, fare checks and Ananse. Before data is used for analytics or shared with anyone, it is anonymised and aggregated: it is combined into counts such as how many riders were looking for transport in an area at a given hour, or the most requested trips between two areas.

• Aggregated figures never include your name, phone number, account, or any individual trip or position.
• Any figure based on fewer than 10 riders is withheld.
• We may share these aggregated figures with transport authorities, unions, researchers and partners to improve public transport.
• We do not sell your personal data.

• Hubtel, to process Mobile Money payments and to send SMS (payment receipts, and sign-in codes in the app).
• Google (Firebase Authentication), to sign you in on this website by phone code or Google account.
• Our mapping and routing provider, to show maps and calculate routes.
• In the app only, PostHog (servers in the EU) for product analytics and screen recordings, with payment details and your position blacked out before anything is sent.

Each receives only what it needs for its part of the service.

• Account data: while your account is active, and up to 24 months after you delete it.
• Payment records: up to 6 years, as financial record-keeping requires.
• Location and movement data: linked to your account while it is active. When you delete your account, or switch off My movement and ask us to forget it, we erase your journey history and permanently remove the link between you and the raw records.
• App screen recordings: no more than 90 days.

You can ask to see the personal data we hold about you, correct it, or delete your account and data (subject to the retention periods above). Email support@trotro.live or build@trotro.digital from the phone number or email on your account. You can also complain to Ghana’s Data Protection Commission (dataprotection.org.gh).

The full legal text, including these points, is in our Terms of use.