Policies & Terms
Everything you need to know about how SomoExpress handles your data, governs service use, and protects our platform — all in one place.
Privacy Policy
SomoExpress is committed to protecting the privacy of all users of the platform, including passengers, drivers, and partners. This Privacy Policy explains how we collect, use, store, and protect personal information when individuals access or use the SomoExpress mobile application, website, or related services.
Information We Collect
We collect information necessary to provide our services effectively. This includes personal information provided during registration such as your name, email address, phone number, and payment information. For drivers, additional information such as identification documents, vehicle details, and license information may also be required. Location data is collected during rides to ensure safety and service quality. We also collect device information including your mobile device identifier, operating system, and app usage patterns.
How We Use Your Information
Your information enables us to connect you with nearby drivers, process payments securely, and provide customer support. We use location data to optimize routes, estimate arrival times, and ensure passenger safety. SomoExpress may also use aggregated and anonymized data to analyze platform performance and enhance user experience.
Information Sharing
SomoExpress does not sell users' personal data to third parties. We share limited information with drivers only when necessary to complete your ride. Payment processors receive necessary transaction data to process payments securely. We may share aggregated, non-personally identifiable information with third parties for research and analytics purposes. In cases required by law, we may disclose information to comply with legal obligations.
Data Security and Retention
We implement industry-standard security measures including encryption, secure servers, and regular security audits. User data is retained only for as long as necessary to fulfill the purposes for which it was collected or as required by law. You may request deletion of your account and associated data at any time, subject to legal retention requirements.
Your Rights and Choices
You have the right to access, correct, or delete your personal information through your account settings or by contacting our support team. You can opt out of promotional communications while still receiving service-related messages. Location sharing can be disabled, though this may limit our ability to provide ride services.
Terms of Use
These Terms of Use govern your access to and use of SomoExpress's platform and services. By accessing or using the SomoExpress application, users agree to comply with the terms and conditions outlined in this agreement.
Service Description
SomoExpress operates a digital platform that connects passengers with independent drivers for transportation services. We act as an intermediary technology platform and are not a transportation company ourselves. Our drivers are independent contractors who provide transportation services using their own vehicles.
User Eligibility and Registration
Users must be at least 18 years old to create an account and use our services. You agree to provide accurate, complete, and current information during registration and to update this information as necessary. Each user may maintain only one account, and account sharing is prohibited. You are responsible for maintaining the confidentiality of your account credentials.
User Conduct and Responsibilities
Users must comply with all applicable laws and regulations. Prohibited activities include:
- Harassment or discrimination against drivers or other users
- Damage to driver vehicles or property
- Use of the service for illegal purposes
- Attempts to circumvent safety features or payment systems
- Sharing account credentials with other individuals
Driver Relationship and Liability
Drivers on the SomoExpress platform are independent contractors, not employees of SomoExpress. SomoExpress does not guarantee the availability of rides and is not liable for driver actions, vehicle condition, or transportation-related incidents beyond the scope of our platform services.
Payment Terms
Ride fares are calculated based on time, distance, and demand factors, with pricing clearly displayed before you confirm your ride request. Payment is processed automatically through your selected payment method. Cancellation fees may apply according to our cancellation policy.
Limitation of Liability
SomoExpress's liability is limited to the maximum extent permitted by law. We are not liable for indirect, incidental, special, or consequential damages. Our total liability for any claim shall not exceed the amount you paid for the specific service in question.
Termination
Either party may terminate this agreement at any time. SomoExpress reserves the right to suspend or terminate accounts that violate these terms. Continued use of the application signifies acceptance of these Terms of Use and any future updates.
Customer Support
SomoExpress is dedicated to providing exceptional customer support to ensure your experience is smooth, safe, and satisfactory. Our team is committed to addressing your concerns promptly and effectively.
Available Support Channels
- In-app help center with FAQs and direct support ticket submission
- 24/7 phone support for urgent and safety-related matters
- Email support for non-urgent inquiries and detailed issues
- Official website support form at /contact
Response Times & Priorities
Emergency
Within minutes
Safety or security situations during a ride
Standard
Within 24 hrs
Payments, account, or trip history queries
Complex
48–72 hrs
Issues requiring investigation or coordination
Common Support Issues
- Trip disputes and fare adjustments
- Payment corrections and refund processing
- Lost item recovery coordination with drivers
- Account management and verification
- Technical troubleshooting and app guidance
- Fare calculation and policy clarifications
Resolution Process
When you contact support, we begin by understanding your specific concern and gathering relevant trip or account information. Our team investigates thoroughly, coordinating with drivers when necessary. In disputes between drivers and passengers, SomoExpress reviews trip data and communication records to determine a fair resolution. We keep you informed throughout the entire process.
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Data Protection
SomoExpress recognizes that data protection is fundamental to maintaining user trust and ensuring privacy rights. We implement comprehensive data protection measures that comply with applicable privacy laws including GDPR, CCPA, and other regional data protection requirements where we operate.
Legal Basis for Processing
- Contractual necessity — processing required to deliver our ride-hailing services
- Legitimate interests — safety measures, fraud prevention, and platform security
- Consent — marketing communications, which you may withdraw at any time
Data Storage and Access Controls
SomoExpress stores personal data securely using modern security measures. Access to sensitive information is restricted to authorized personnel who require such access to perform their duties. We maintain strict internal access controls and conduct regular audits to ensure personal data is handled appropriately at all times.
Data Minimization
We collect only the personal information necessary to provide our services. Data collected for specific purposes is not used for other incompatible purposes without obtaining additional consent or legal authorization. Regular data audits ensure we maintain only relevant and necessary information.
Cross-Border Data Transfers
When we transfer personal data across international borders, we implement appropriate safeguards including standard contractual clauses, adequacy decisions, or other approved transfer mechanisms recognized by relevant data protection authorities.
Your Data Rights
- Right to access — request a copy of the information we hold about you
- Right to rectification — correct any inaccurate personal data
- Right to erasure — request deletion of your personal data under certain circumstances
- Right to object — object to processing for direct marketing purposes
- Right to portability — transfer your data to another service provider
Data Breach Response
In the event of a data breach, we have established incident response procedures including immediate containment measures, thorough impact assessment, and prompt notification to affected users and relevant authorities as required by law.
Copyright
All content, software, technology, and intellectual property associated with the SomoExpress platform — including our mobile application, website, logos, trademarks, and proprietary algorithms — are owned by SomoExpress or licensed to us by third parties. Users are granted a limited, non-exclusive, and non-transferable license to access and use the SomoExpress platform solely for its intended purpose.
Trademark Protection
The SomoExpress name, logo, and related marks are registered trademarks. Unauthorized use of our trademarks in connection with competing services or in ways that may cause confusion — without explicit written permission — is strictly prohibited. This protection extends to domain names, social media handles, and any other commercial identifiers.
User Content
By submitting reviews, ratings, or feedback, you grant SomoExpress a non-exclusive, worldwide, royalty-free license to use, display, and distribute this content for the purposes of operating and improving our services. You retain full ownership of your original content.
DMCA Compliance
SomoExpress complies with the Digital Millennium Copyright Act and responds promptly to valid copyright infringement notices. If you believe content on our platform infringes your copyright, submit a takedown notice to our designated copyright agent including: identification of the copyrighted work, location of the infringing material, and your contact information.
Enforcement
Violations of our intellectual property rights may result in immediate account termination, removal of infringing content, and pursuit of legal remedies including monetary damages and injunctive relief.
Questions About Our Policies?
Our Ghanaian support team is available 24/7 — in English, Twi, and Hausa.