Trinity Transporters & Distributors Co. Ltd., trading as Trinity Express ("we," "us," "our," or the "Company"), is committed to protecting and respecting the privacy of every individual who interacts with our transportation services, websites, mobile applications, and other digital platforms. This Privacy Policy explains in detail how we collect, use, store, share, and protect your personal information when you book travel tickets, use our passenger transport services, visit our website, or communicate with our customer service team.
We understand that entrusting us with your personal data is a significant responsibility, and we take that responsibility seriously. Our goal is to be fully transparent about our data practices so that you can make informed decisions about sharing your information with us. We encourage you to read this Privacy Policy carefully and contact us if you have any questions or concerns about how we handle your data.
By accessing our website, purchasing tickets, boarding our vehicles, or otherwise using our services, you acknowledge that you have read, understood, and agree to the practices described in this Privacy Policy. If you do not agree with any part of this policy, we ask that you discontinue use of our services and contact us to discuss your concerns.
When you book a ticket, create an account, or interact with our services, we may collect personal information that you voluntarily provide to us. This includes your full name, date of birth, gender, national identification number or passport number (where required by regulatory authorities for intercity travel), email address, telephone number, and physical or postal address. We collect this information to facilitate your booking, verify your identity, and ensure your safety during travel.
If you purchase tickets through our website or at our booking offices, we also collect payment-related information such as mobile money transaction details, bank transfer references, or credit and debit card information. Please note that we do not store full credit card numbers on our servers; payment card processing is handled by certified third-party payment processors who comply with the Payment Card Industry Data Security Standard (PCI DSS).
In some cases, you may provide us with additional personal information voluntarily, such as emergency contact details, special assistance requirements (for passengers with disabilities or medical conditions), dietary preferences for long-distance journeys, and feedback or complaints submitted through our customer service channels. We treat all such information with the same level of care and protection as your core personal data.
Each time you make a booking or purchase a ticket, we create a record that includes the date and time of the transaction, the route and travel date selected, seat assignment, ticket price, any discounts or promotional codes applied, the payment method used, and the transaction reference number. This booking data is essential for managing your reservation, issuing your ticket, processing refunds or changes, and maintaining accurate financial records as required by law.
We also retain historical booking data to provide you with a better customer experience, such as enabling you to quickly rebook frequently travelled routes, view your travel history, and receive personalised offers. If you have registered an account with us, your booking history is associated with your account profile and can be accessed by logging in to our platform.
When you visit our website or use our mobile application, we automatically collect certain technical information about your device and your interaction with our digital platforms. This includes your Internet Protocol (IP) address, browser type and version, operating system, device type and unique device identifiers, screen resolution, referring website or application, pages visited on our site, the date and time of your visit, and the duration of your session.
We collect this information using cookies, web beacons, server logs, and similar tracking technologies. The purpose of collecting technical data is to ensure our website functions correctly, to analyse usage patterns so we can improve our digital services, to detect and prevent fraud or unauthorised access, and to deliver content that is optimised for your device and preferences.
With your consent, we may collect location data from your mobile device to provide location-based services such as identifying the nearest Trinity Express boarding point, providing real-time updates on vehicle arrival times, or showing route maps. You can disable location services on your device at any time through your device settings, although this may limit certain features of our mobile application.
When you contact our customer service team by email, phone, social media, or through our website's contact form, we may record and retain the content of those communications along with your contact details and any reference numbers associated with your enquiry. If phone calls are recorded for quality assurance and training purposes, you will be informed at the start of the call. We retain these records to resolve your enquiry effectively, to train our staff, and to maintain a record of our interactions for legal and regulatory compliance.
The primary purpose for which we collect your personal information is to process and manage your travel bookings. This includes confirming your reservation, issuing electronic or printed tickets, assigning seats, sending you booking confirmations and reminders via SMS or email, processing payments and issuing receipts, managing changes or cancellations to your booking, and processing refunds where applicable.
We also use your information to facilitate the actual transportation service, including verifying passenger identities at boarding, maintaining passenger manifests as required by transport authorities, coordinating special assistance requests, and contacting you in the event of schedule changes, delays, or disruptions to your planned journey.
We use your contact information and booking data to respond to your enquiries, complaints, and feedback. When you reach out to our customer service team, your information allows us to quickly identify your booking, understand your travel history with us, and provide relevant and efficient support. We may also use your information to send you important service-related communications, such as safety notices, changes to our terms and conditions, or updates about our routes and schedules.
With your explicit consent, we may also send you marketing communications including promotional offers, discounts, loyalty programme updates, news about new routes or services, and seasonal travel deals. You have the right to opt out of marketing communications at any time by clicking the unsubscribe link in our emails, replying "STOP" to our SMS messages, or contacting us directly.
We analyse aggregated and anonymised data derived from your use of our services to understand travel patterns, identify popular routes, assess customer satisfaction, and improve the overall quality of our transportation services. This analysis helps us make informed decisions about route planning, fleet deployment, pricing strategies, schedule optimisation, and the development of new services that better meet our customers' needs.
We also use technical data from our website and mobile application to improve the user experience, fix bugs, test new features, and ensure our digital platforms are accessible, secure, and performant. The insights we gain from this analysis benefit all our customers by enabling us to deliver a more reliable and convenient travel experience.
Your safety is our highest priority. We use personal information and booking data to maintain accurate passenger manifests, which are critical in the event of an emergency. We also use information to verify passenger identities, prevent fraud and unauthorised transactions, detect and respond to security incidents, and comply with safety regulations imposed by national and regional transport authorities.
We may use your personal information to comply with applicable laws, regulations, and legal processes. This includes maintaining records required by tax authorities, responding to lawful requests from law enforcement agencies, fulfilling our obligations under transport safety regulations, and exercising or defending legal claims. We will always seek to minimise the amount of personal data disclosed and will only share what is strictly necessary to satisfy the legal requirement.
We engage trusted third-party service providers to assist us in delivering our services and operating our business. These providers may have access to your personal information only to the extent necessary to perform their specific functions on our behalf. Our third-party partners include payment processors who handle ticket transactions, cloud hosting providers who store our data securely, SMS and email service providers who deliver booking confirmations and communications, analytics providers who help us understand website usage, and technology partners who maintain our booking systems.
We require all third-party service providers to enter into data processing agreements that obligate them to protect your personal information, use it only for the purposes we specify, and comply with applicable data protection laws. We do not permit our service providers to use your personal data for their own marketing or commercial purposes.
In some cases, we may share limited information with business partners who offer complementary services to enhance your travel experience, such as travel insurance providers, accommodation booking platforms, or partner transport operators for connecting journeys. We will only share your information with such partners with your explicit consent or where it is necessary to fulfil a service you have requested. You will always be informed when a third-party partner is involved in delivering a service to you.
We may disclose your personal information if we are required to do so by law, regulation, or legal process, such as in response to a court order, subpoena, or lawful request by a government authority. We may also disclose your information where we believe in good faith that disclosure is necessary to protect our rights, your safety, the safety of others, or to investigate fraud or respond to a government request. In such circumstances, we will make reasonable efforts to notify you of the disclosure unless we are legally prohibited from doing so.
In the event of a merger, acquisition, reorganisation, sale of assets, or bankruptcy, your personal information may be transferred to the acquiring entity or successor organisation. In such circumstances, we will ensure that the receiving party agrees to protect your personal information in a manner consistent with this Privacy Policy, and we will notify you of any such transfer and any changes to the applicable privacy terms.
We implement a comprehensive range of technical, administrative, and physical security measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. Our security programme includes encryption of data in transit using Secure Socket Layer (SSL) and Transport Layer Security (TLS) protocols, encryption of sensitive data at rest, secure access controls with role-based permissions, regular security assessments and vulnerability testing, employee training on data protection and security best practices, and incident response procedures to quickly address any security breaches.
Our servers and data storage systems are hosted in secure facilities with physical access controls, environmental protections, and redundant systems to ensure the availability and integrity of your data. We regularly review and update our security practices to address emerging threats and incorporate industry best practices.
While we take extensive measures to protect your information, no method of transmission over the Internet or method of electronic storage is completely secure. We cannot guarantee absolute security, but we are committed to promptly notifying affected individuals and relevant authorities in the event of a data breach, in accordance with applicable laws and regulations. We encourage you to take your own precautions, such as using strong passwords, keeping your login credentials confidential, and logging out of your account when using shared devices.
Cookies are small text files that are placed on your device when you visit our website. They are widely used to make websites work more efficiently, to remember your preferences, and to provide information to the site owners about how the site is being used. Cookies can be "session cookies," which are temporary and deleted when you close your browser, or "persistent cookies," which remain on your device until they expire or you delete them.
We use cookies and similar tracking technologies for several purposes. Essential cookies are necessary for our website to function correctly and enable core features such as secure login, shopping cart functionality, and payment processing. Performance cookies collect anonymous information about how visitors use our website, including which pages are most popular, how visitors navigate between pages, and whether they encounter error messages. Functional cookies remember your preferences and settings, such as your language selection, preferred routes, and login details, to provide a more personalised experience. Advertising cookies may be used to deliver advertisements that are relevant to your interests and to measure the effectiveness of advertising campaigns.
Most web browsers allow you to control cookies through their settings. You can set your browser to refuse all cookies, to accept only certain cookies, or to notify you when a cookie is being set. Please note that if you disable or refuse cookies, some features of our website may not function properly or may become unavailable. You can find more information about how to manage cookies in your browser's help documentation or by visiting your browser manufacturer's website.
Our website may contain links to third-party websites or embed content from third-party services (such as social media widgets or video players) that may set their own cookies and collect information about your online activity. We do not control the cookies or tracking practices of these third parties, and their use of your information is governed by their own privacy policies. We encourage you to review the privacy policies of any third-party services you interact with through our website.
We retain your personal information only for as long as is necessary to fulfil the purposes for which it was collected, as described in this Privacy Policy, or as required by applicable laws and regulations. The specific retention period depends on the nature of the information and the purpose for which it is held. For example, booking and transaction records are typically retained for a minimum of seven years to comply with financial record-keeping requirements, while website analytics data is generally retained in an anonymised form for up to three years.
When your personal information is no longer needed for its original purpose and there is no legal requirement to retain it, we will securely delete or anonymise it. Anonymised data, which cannot be used to identify you, may be retained indefinitely for statistical and analytical purposes. If you request deletion of your account or personal data, we will process your request in accordance with applicable laws, subject to any overriding legal obligations to retain certain information.
You have the right to request a copy of the personal information we hold about you. Upon receiving and verifying your identity, we will provide you with a summary of the categories of data we process, the purposes for which we use it, and the third parties with whom it has been shared. We aim to respond to access requests within 30 days. If your request is particularly complex or involves a large volume of data, we may extend this period by an additional 30 days, and we will notify you of the extension and the reasons for it.
If you believe that any personal information we hold about you is inaccurate, incomplete, or out of date, you have the right to request that we correct or update it. You can update most of your personal details directly through your account settings on our website or mobile application. For corrections that cannot be made through self-service, please contact our customer support team, and we will make the necessary changes promptly.
You have the right to request the deletion of your personal information in certain circumstances, such as when the data is no longer necessary for the purpose for which it was collected, when you withdraw your consent (where consent was the basis for processing), or when the data has been unlawfully processed. Please note that we may not be able to delete all of your data if we are required to retain it for legal, regulatory, or legitimate business purposes, such as maintaining financial records or resolving disputes. We will inform you if any such exceptions apply to your request.
In certain situations, you have the right to request that we restrict the processing of your personal information. This means that we will continue to store your data but will not actively use it. You may exercise this right if you contest the accuracy of your data (while we verify it), if the processing is unlawful but you prefer restriction over deletion, if we no longer need the data but you require it for legal claims, or if you have objected to processing and we are evaluating whether our legitimate grounds override yours.
You have the right to object to the processing of your personal information for direct marketing purposes at any time, and we will cease such processing without delay. You may also object to processing based on our legitimate interests, in which case we will assess whether our compelling legitimate grounds for processing override your interests, rights, and freedoms.
Where technically feasible, you have the right to receive the personal information you have provided to us in a structured, commonly used, and machine-readable format, and to transmit that data to another service provider. This right applies to information processed by automated means on the basis of your consent or a contract with you.
To exercise any of the rights described above, please contact us using the details provided in the Contact Information section below. We may need to verify your identity before processing your request to ensure the security of your personal information. We will respond to your request in accordance with applicable data protection laws and within the timeframes specified therein. If you are unsatisfied with our response, you have the right to lodge a complaint with the relevant data protection authority in your jurisdiction.
Trinity Express is committed to protecting the privacy of children. Our website and online booking services are not directed at children under the age of 13, and we do not knowingly collect personal information from children under 13 without verifiable parental consent. If a child under 13 needs to travel with Trinity Express, the booking must be made by a parent or legal guardian, and the parent or guardian's personal information will be used for the booking record.
For passengers between the ages of 13 and 18, we collect only the minimum information necessary to facilitate their travel booking, and we require that a parent or legal guardian consent to the collection and use of the minor's personal information. If we become aware that we have inadvertently collected personal information from a child under 13 without appropriate parental consent, we will take immediate steps to delete that information from our systems.
Parents and guardians who believe that their child has provided personal information to Trinity Express without their consent are encouraged to contact us immediately at the email address listed below, and we will work promptly to investigate and remove the data in question.
Trinity Express primarily operates within the region; however, some of our third-party service providers may be located in countries outside of your country of residence. When we transfer your personal information to service providers in other jurisdictions, we take appropriate steps to ensure that your data receives an adequate level of protection, including entering into standard contractual clauses, verifying that the recipient has adequate data protection policies, and ensuring compliance with applicable cross-border data transfer regulations.
By using our services and providing your personal information, you acknowledge that your data may be transferred to and processed in jurisdictions that may have different data protection laws than your home country. We will always ensure that such transfers are conducted in compliance with applicable legal requirements and that your data remains protected in accordance with this Privacy Policy.
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes to this policy, we will notify you by posting the updated policy on our website with a revised "Last Updated" date, and where appropriate, we will provide additional notice through email, SMS, or a prominent notice on our website or mobile application.
We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our services after the posting of changes constitutes your acceptance of the updated Privacy Policy. If you do not agree with any changes, you should discontinue use of our services and contact us to discuss your concerns or request deletion of your account.
For significant changes that materially affect how we process your personal information, we will seek to provide at least 30 days' notice before the changes take effect, giving you adequate time to review the updated terms and exercise your rights if you wish to do so.
Our website and communications may contain links to third-party websites, applications, or services that are not operated or controlled by Trinity Express. This Privacy Policy applies only to our own services, and we are not responsible for the privacy practices of third-party sites. We encourage you to read the privacy policy of every website you visit and every service you use, particularly before providing any personal information. The inclusion of a link to a third-party site on our website does not imply endorsement of that site's privacy practices or content.
If you have any questions, concerns, or requests regarding this Privacy Policy or our data protection practices, we encourage you to contact us. Our dedicated team is available to assist you with any privacy-related enquiries, including requests to exercise your data rights, complaints about how your information has been handled, or general questions about our data practices.
You can reach us by email at contact.trinityexpress@gmail.com. When contacting us about a privacy matter, please include your full name, the email address associated with your account (if applicable), a detailed description of your request or concern, and any relevant booking reference numbers. This will help us to identify your records and respond to your enquiry as quickly and effectively as possible.
We aim to acknowledge all privacy-related enquiries within 48 hours of receipt and to provide a substantive response within 30 days. If your request requires additional time due to its complexity, we will keep you informed of our progress and the expected timeframe for resolution. We are committed to resolving all privacy concerns in a fair, transparent, and timely manner.
If you are not satisfied with our response to your enquiry or believe that your data protection rights have been violated, you have the right to lodge a complaint with the relevant data protection supervisory authority in your jurisdiction. We will cooperate fully with any investigation conducted by such authorities.