Support

Ruta connects passengers with licensed taxi companies and their drivers. We look after the app and the dispatch platform; the ride itself is provided by an independent, licensed taxi company.

Where your problem goes

That split means there are two kinds of problem, and they go to different places:

About the ride itself

The driver, the vehicle, the route, the fare on the meter, something left behind in the car. Tell us and we will put you in touch with the taxi company that operated the ride; they are the ones who can act on it. Tell us the date and rough time of the ride and where you were picked up, and we will find it.

About the app or your account

You cannot sign in, the code never arrived, the map is blank, the app crashed, you want a copy of your data or you want your account deleted. That one is us.

How to reach us

Email: [email protected]
Response time: We read every message and reply as soon as we can. Requests under the privacy policy — a copy of your data, a correction, a deletion — are answered within 30 days, as the law requires.
Languages: Bosnian and English. The apps themselves are in both.

When you write, it helps a great deal if you include:

the phone number you sign in with;
which app — Ruta (passenger) or Ruta Driver;
the date, the rough time and the pickup point, if it is about a ride;
what you expected to happen, and what happened instead;
a screenshot, if there was something on screen.

Common questions

The sign-in code never arrived

Check the number you typed, including the country code. Codes arrive by SMS and can be delayed by the mobile network. Wait a minute, then ask for a new one. If it still does not come, email us with the number.

The map is blank or will not move

Close the app fully and reopen it. If it is still blank, tell us your phone model and the app version.

I want a copy of my data

You have the right to it and we will send it. Email us and we will reply with a machine-readable copy of everything held about you. The detail is in our privacy policy.

I am a driver and my details are wrong

Your name, phone number and licence details are entered and kept up to date by the taxi company you drive for, not by the driver app. Ask them first — they can change it directly. If they cannot, email us.

I want to put my taxi company on Ruta

Write to the same address above with "Partnership" in the subject line, and tell us the company name, roughly how many vehicles you run and where you operate. That reaches the right person.

Deleting your account

You can delete your Ruta account and the personal data attached to it. You do not need to give a reason, and it costs nothing.

Passengers: from inside the app

Open the Ruta app and sign in.
Go to the Account tab.
Tap Delete account.
Read what will be deleted and what we have to keep, then tap Continue.
We text a six-digit code to the number you sign in with. Type it in and tap Delete my account permanently.

Nothing is deleted until you enter that code — it is there so that a stranger holding your unlocked phone cannot close your account. Once you confirm, deletion happens immediately and cannot be undone. You are signed out on every device, and if you sign up again with the same number you get a brand-new account with none of the old history.

If the app says it cannot delete your account yet: you have a ride in progress or a scheduled ride still waiting. Finish or cancel it first, then try again — this is deliberate, so that nobody can vanish in the middle of a trip.

Passengers: without the app

If you have already uninstalled the app, the quickest route is to reinstall it, sign in with the same number and follow the five steps above.

If you would rather not, email [email protected] from any address, with the subject line "Delete my account", and include the phone number you signed in with.

We have to be sure the request really comes from the account holder — otherwise anyone could close your account, or worse, ask for a copy of your data. We will contact you on that number to confirm it is yours before anything is deleted. Once confirmed, we delete the account.

We complete deletion within 30 days of confirming who you are, as the GDPR requires — usually much sooner.

Drivers

A driver account is created by the taxi company you drive for, and it carries the licence details that company is legally required to hold. So it cannot be deleted from the driver app — the Delete account screen in the app explains this and what happens when deletion is requested.

Ask the company you drive for to submit a deletion request to Ruta. They will confirm your identity and that you no longer drive for them, and we then erase the account. If the company will not act, email us directly. Either way, we answer within 30 days.

What gets deleted

Your phone number, name and email are permanently replaced with an irreversible token. You can no longer sign in, and the token cannot be turned back into your number.
Your saved places (Home, Work) are deleted outright.
The addresses and coordinates on your past bookings are erased, or blurred to roughly a one-kilometre area where the record cannot be left empty.
Comments you wrote — a rating comment, a chat message, a complaint you filed — are redacted.
Your notification history and settings are deleted.
Your location history is deleted. It is in any case deleted automatically after 90 days, whether or not you close your account.
Every sign-in session is revoked, on every device you were signed in on.

What we have to keep, and why

Invoices, payments and accounting-ledger records. Tax and accounting law requires businesses to keep these; we are not permitted to delete them.
The security log of the deletion itself, which records that an account was erased and when — it holds no name and no phone number.
The ride records themselves — but stripped of everything that identifies you. They stay because a payment or a rating record points at them. What is left carries no name, no number and no address of yours.
Comments other people wrote about you. Those are that person's own words and their own record, not your personal data.

The full detail is in the privacy policy.

Safety and emergencies

If you are in immediate danger, call 112. It is the emergency number in Bosnia & Herzegovina, and the app puts it one tap away on the live-ride screen. Do not email us first — call, then tell us afterwards.

The same screen also lets you share your ride — the driver, the vehicle plate and where you are heading — with anyone you choose, in one tap.

Legal

Privacy policy: rutaapp.co/privacy
Terms of service: being drafted. Until they are published here, the privacy policy is the binding statement of how we handle your data, and the disclaimer at the foot of every page is the binding statement of what Ruta is.
Company: LOYALE PROGRAMMING AND GRAPHIC DESIGN W.L.L, a With Limited Liability Company registered in the Kingdom of Bahrain under Commercial Registration 135962-1, at Flat/Shop 119, Building 10, Road 81, Block 419, Jidhafs, Kingdom of Bahrain.