Who is responsible
ORCA Dooel is responsible for the personal data described in this policy for the ORCA website, ORCA app and ORCA Driver app. Contact hello@orca.mk for privacy questions or to exercise your rights. The categories below apply to the features you actually use; submitting an interest form does not mean you have used a ride service.
Information we process
- Accounts: name, email address and/or phone number, password credentials in protected form, account type, language, city, consent and verification or review status.
- Interests and provider applications: contact and organisation details, selected services and cities, application answers, vehicle information, licences, uploaded documents and review correspondence you provide.
- App services, when used: pickup and destination details, location used for map and trip features, ride requests, trip and fare records, payment-method information, ratings and messages exchanged for a ride. Driver onboarding includes the profile, vehicle and verification documents submitted.
- Support and security: requests you send, relevant account events, technical and device information needed to investigate problems, secure access and prevent abuse.
Why we use it
We process information to respond to requests, manage accounts, review provider eligibility, deliver the features you request, communicate about your account or trips, provide support, and protect users and systems. Depending on the activity, the basis is taking steps at your request or performing a contract, complying with legal obligations, legitimate interests such as security and fraud prevention, or consent for optional activities. Optional marketing is separate from application submission and can be withdrawn.
Who can receive information
Authorised staff and service providers supporting hosting, communications, maps and technical operations may process information needed for their tasks. When ride features are used, relevant rider and driver details are shared to arrange and perform the trip. We may disclose information where legally required or necessary to address fraud, disputes or safety incidents. Providers may process information outside your country; applicable data-transfer safeguards must be used where required.
Account access and security
We use access controls, protected credentials and validation to help safeguard information. Applicant-visible status and messages are separate from internal staff review notes. Keep your password and invitation links private. Closing or disabling access does not itself erase stored records; use our deletion request page.
Location and device permissions
App location and document/photo permissions support the corresponding map, trip and onboarding features. You can manage permissions in your device settings; denying a permission may prevent the related feature from working. This policy does not replace permission notices shown by the app or your device.
Website cookies and analytics
Essential cookies support authentication and security. Optional website analytics measure public page visits and basic device, referral and engagement information when you consent. Browser identifiers last up to 90 days and are hashed on the server. Analytics exclude form contents and private application pages. Do Not Track and Global Privacy Control are respected. To withdraw website analytics consent, use Analytics preferences on the main website when available, or clear ORCA site data in your browser and decline analytics on your next visit. These standalone legal pages do not load analytics or set cookies.
Retention and deletion
We keep account information while it is needed to provide your account and the services you use. Website interest and application records receive a retention review after 180 days; this is a review date, not an automatic deletion date. Optional website analytics records are scheduled for deletion after 90 days.
Following a verified deletion request, we delete or anonymise account information and associated personal data that is no longer needed. Limited records may be retained where necessary for tax or accounting obligations, an unresolved payment or dispute, fraud prevention, security, or legal claims. The retention period depends on the applicable obligation or issue; we explain any applicable exception and its period or determining criteria in our response. Backup copies may remain until the applicable backup cycle expires and are not used for ordinary account access.
Your choices and rights
You may request access, correction, deletion, restriction or portability of your information, or object to processing, where applicable. You can withdraw consent without affecting prior lawful processing. Email hello@orca.mk; we may need to verify ownership and aim to respond within 30 days, explaining any necessary extension. You may also complain to the competent data-protection authority. Visit Delete your account for a request you can make without signing in.
Updates
We update this policy when our services or data practices change. Check the date above for the current version. For questions about a particular app feature or record, contact ORCA Dooel at hello@orca.mk.