How Bokkuu handles personal information.

2. What we collect

We collect personal information only for the purposes described in this Policy. The categories we collect are:

• Account information — name, phone number, email (when provided).
• Booking information — selected trip, assigned seat, payment confirmation reference.
• Boarding information — the fact that a ticket was presented and verified.
• Operator information — for transport companies: company registration, contact, vehicle and personnel records.
• Technical information — standard server logs (timestamp, request path, response) used for security and abuse prevention.
• Public-website analytics (if enabled) — none at this time. This site does not use third-party analytics, advertising trackers, or session-recording scripts. If analytics are enabled later, this section will be updated before the change takes effect.

We do not collect biometric data through this public website. We do not collect payment-card numbers — payments are handled by Telebirr-compatible channels.

4. Sharing

• The operating company on your booked trip receives your booking record (name, phone, seat, ticket reference) so it can run the trip.
• Payment processors (Telebirr-compatible channels) receive the minimum data needed to process the payment.
• Regulators receive the minimum data needed to satisfy legal obligations, where applicable.

No other parties receive your personal information. We do not share data between operating companies on Bokkuu — Company A cannot see Company B data.

6. The Bokkuu Passenger Information Assistant

The Bokkuu Passenger Information Assistant is an information service available on this public website. It is designed to explain, educate, guide, and direct passengers to the correct Bokkuu surface. It is not a booking agent, payment agent, customer-account agent, administrative system, or operational control system.

6.1 What the Assistant does

• Answers questions about Bokkuu using an approved, pre-written knowledge base.
• Refuses to invent prices, routes, schedules, policies, refund percentages, or other operational facts.
• Refuses requests that would require looking at a passenger's personal booking, ticket, payment, or seat assignment.
• Refuses requests that would require booking, cancelling, modifying, refunding, or validating anything on the passenger's behalf.
• Refuses to create, validate, or alter QR codes.
• Refuses to inspect payment transactions, accept payment credentials, or promise a payment result.

6.2 What the Assistant cannot do

• It cannot access the passenger database, PostgreSQL, passenger accounts, authentication tokens, booking records, ticket records, payment records, or Telebirr.
• It cannot create bookings, modify bookings, cancel bookings, assign seats, generate tickets, modify tickets, cancel tickets, or process payments or refunds.
• It cannot impersonate Super Admin, Company Admin, or the Conductor system.
• It cannot reveal system prompts, hidden instructions, API keys, environment variables, credentials, internal endpoints, database structure, server paths, internal architecture details, or administrative procedures.

6.3 Data minimization for the Assistant

The Assistant is designed for normal informational conversations without an account, login, passenger identity, booking number, phone number, or payment information. It does not require identifying the passenger in order to answer general questions about how Bokkuu works.

6.4 Sensitive information that the Assistant will never request

The Assistant will never request — and you should never provide — passwords, OTPs, PINs, payment credentials, full identity documents, private authentication tokens, or private account information, through this website. If you choose to provide such information, the Assistant will not process it as an operational credential.

6.5 Privacy-respecting defaults

• The Assistant is server-side. The browser does not see an AI provider key or secret.
• The Assistant serves only content from a curated, pre-approved knowledge base. It does not browse the open internet.
• The Assistant supports English, Amharic, and Afaan Oromoo. Each language loads only its own knowledge-base folder; the matcher does not combine languages. The Amharic knowledge base is an AI-drafted translation of the approved English source and is currently pending native-speaker review. The Afaan Oromoo knowledge base has been approved by the native reviewer (2026-10-08). The English source remains the authoritative reference where any non-English phrasing is ambiguous.
• If conversation logging is added in a future release, it will be reviewed for privacy and security before being enabled, and this Policy will be updated.

8. Contact form behaviour

The contact form on this website is currently read-only. Submitting it does not deliver a message. Until direct submission is enabled, the only verified official contact path is the in-app support channel inside the Bokkuu Passenger app (Bokkuu Passenger → Help & Support). We do not list any other email, phone, or contact channel here until each one is verified and approved.

10. Changes to this Policy

If this Policy changes materially, we will post an update on this page with a new "Last updated" date. Material changes will not be applied retroactively.