Security
Effective 30 August 2026
How we protect the platform
Shuttle is built so that safety and privacy are enforced by the system, not just by policy. This page explains the controls that protect riders, drivers and their data.
Accounts and sign-in
Accounts are created with a verified email address and a password that is stored only as a one-way hash — nobody at Shuttle can read it. Sessions are handled by our authentication provider, and signing out ends the session on the device.
Roles and access control
Every account has a role: rider, driver or admin. Roles are stored separately from profiles and checked on the server, so a user cannot grant themselves extra access from the app. Admin-only screens and actions re-check the role on every request.
Database-level protection
Access rules are enforced in the database itself. Riders can only read their own trips, drivers only the trips assigned to them, and sensitive fields — fares, commission, driver earnings, verification status and route origins — cannot be changed by riders or drivers at all. This means a tampered app or a direct API call still cannot reach another person's data.
Driver identity and document verification
Drivers upload an ID document, driver's licence, vehicle licence, roadworthy certificate, police clearance and insurance. Files are kept in private storage that is never publicly readable; admins open them through short-lived signed links during review. Only when the required documents are approved can a driver go online, and rejecting a document immediately withdraws related privileges such as Women Safety eligibility.
Encryption
Traffic between your device and Shuttle is encrypted with TLS. Data is stored on managed, access-controlled infrastructure, and document downloads use expiring signed URLs.
Location handling
Live location is collected only while a trip or SOS alert is active. Tracking links you create expire automatically and can be revoked instantly from the Safety Centre.
Panic button and monitored incidents
SOS alerts, unsafe behaviour reports and support escalations feed a monitored incident queue with status tracking, admin notes and an audit trail, so nothing is quietly closed.
Fraud and abuse controls
Fare, commission and earnings values are calculated and stored server-side. Trip assignment rules block ineligible drivers, including Women Safety trips being accepted by unverified drivers. Suspicious accounts can be suspended immediately.
Payouts
Payout requests are recorded with the amount, method and status, and only eligible drivers can request instant payouts. Earnings records cannot be edited by drivers.
Incident response
Reports and alerts are triaged by the Shuttle team. Where a criminal offence may have occurred we cooperate with the South African Police Service and share the trip record, route and vehicle details as required.
Reporting a vulnerability
If you believe you have found a security weakness, please report it privately through in-app support before sharing it publicly. Give enough detail for us to reproduce it. We will investigate and respond, and we ask that you avoid accessing other people's data while testing.
Keeping your account safe
- Use a strong, unique password and never share it.
- Shuttle staff will never ask for your password or a one-time code.
- Sign out on shared devices.
- Keep your app and phone updated.
- Report unexpected trips, SOS alerts or messages immediately.