Privacy Policy
What personal data Fortivex collects when you book a trip, send a parcel or stay at a hotel, why, how long we keep it, and how you can control it.
Last updated: October 10, 2026
1. Introduction
This Privacy Policy explains how Fortivex SARL ("Fortivex", "we", "us") collects, uses, stores and protects your personal data when you use the Fortivex Platform: booking bus trips, sending parcels, and booking stays at hotels, guest houses and apartments, on fortivex.app, on our partners' own websites run by Fortivex, and in our apps.
We process personal data in line with Cameroon's Law No. 2024/017 of 23 December 2024 on the protection of personal data.
2. Who Is Responsible
Fortivex SARL, registered in Yaoundé, Cameroon, is the data controller for your account and for the bookings, payments and messages handled through the Platform.
The bus company or hotel you book with (the "Operator") receives the data it needs to serve you and is responsible for its own use of it. In particular, a hotel keeps the guest registration card (fiche de police) that Cameroonian law requires it to fill in at check-in; Fortivex stores it on the hotel's behalf.
For any question or request about your data, write to [email protected].
3. Data We Collect
Account data: email address, phone number, username and password (stored hashed, never in plain text), and your language.
Profile data (optional): full name, gender, date of birth, addresses, profile photo and identity documents you choose to upload.
Bus bookings: the trips and seats you book, the name of each passenger, and an identity number where the Operator asks for one at boarding.
Parcels: the sender's and recipients' names and phone numbers, and who collected the parcel.
Hotel stays: the guest name, phone number and email, dates, rooms, number of guests and any special requests. At check-in the hotel fills in a registration card for each adult guest, as the law requires: surname and given names, sex, date and place of birth, profession, address, phone, identity document (type, number, date and place of issue), where you come from and go to and, for foreign guests, entry date and place and visa number.
Payment data: references, amounts, status and the phone number you paid with (MTN Mobile Money, Orange Money) — never your mobile money PIN or full card number, which only the payment provider sees.
Messages and devices: the SMS, emails and app notifications we send you about your bookings, and, if you use our app, a notification token for your device.
Technical data: device type, browser and operating system, recorded at sign-in to secure your account and recognize your device.
4. Why We Use Your Data
To provide what you ask for (the contract with you): create and secure your account, take your bookings and payments, pass the Operator the details it needs, send confirmations, tickets, receipts, reminders and OTP codes, handle cancellations and refunds, and answer your questions.
To meet legal obligations: accounting and tax records, and the guest register hotels must keep for the authorities.
For our legitimate interests: keeping the Platform secure and preventing fraud and abuse.
With your consent: the optional profile data you add, which you can remove at any time.
We do not use your data for automated decisions or profiling, do not send advertising based on it, and never sell or rent it.
5. Identity Documents
Uploading an identity document to your profile is optional and only used where identity verification is genuinely needed (for example, certain refund or account-recovery cases). It is stored securely and only accessible to authorized Fortivex staff handling that request.
The identity details on a hotel registration card are only visible to that hotel's authorized staff, and to the authorities where the law entitles them to inspect the register.
6. Where Your Data Is Stored
Our servers and databases are hosted by Hetzner in the European Union (Germany). Profile photos and identity documents are stored with Cloudflare R2. Access is restricted to the systems and staff that need it to provide the service.
This means your data is stored outside Cameroon. We use providers that are contractually bound to protect it, and we take the steps Cameroonian law requires for such transfers.
8. How Long We Keep Your Data
We keep data only as long as its purpose needs, then erase or anonymize it automatically:
| Data | How long |
|---|---|
| Your account and profile | Until you delete your account |
| Bookings, parcels and stays linked to your account | As your history, for as long as your account exists |
| Contact details on bookings, parcels and stays without an account, or of a deleted account | 24 months after the trip, the sending or the check-out |
| Hotel guest registration cards | 12 months after check-out (or the period the hotel sets, if the law requires longer) |
| Amounts, references, payments and payouts | 10 years, as accounting law requires, without your contact details |
| Phone number and name on payments and refunds | 24 months after the payment |
| Messages from the payment providers about a payment | 6 months |
| Alerts to the Operator's staff about your booking or stay | 6 months |
| Activity log (who changed what, from which IP address) | 24 months |
| Contact details on a partner application that was declined | 12 months after the decision |
| OTP codes | A few minutes |
When contact details are erased, the booking itself remains for the Operator's and our accounts, but no longer shows who made it.
9. Your Rights
You can see and correct most of your data yourself in your Fortivex profile.
You can delete your account at any time from your profile ("Delete my account"). Your name, email, phone number, password, profile, documents and photo are erased at once and you can no longer sign in. Bookings and payments remain for the Operators and accounting, without your contact details. This is possible once you have no trip or stay still ahead, no refund still on its way and no parcel still in transit.
You can also ask us for a copy of your data, to correct it, to erase it, or object to a use of it, by writing to [email protected]. We answer as soon as possible and within the time the law sets.
If you think we have not respected your rights, you can complain to Cameroon's personal data protection authority (APDP).
10. Security
Connections to the Platform are encrypted (HTTPS), and so are the databases and their backups on our servers; passwords are stored hashed; staff only see the data their role needs, and changes to sensitive records are logged. If a breach puts your data at risk, we will inform the authority and you, as the law requires.
12. Children
An account may only be created by someone at least 18 years old. Children may travel or stay as passengers or guests booked by an adult, who provides their details where needed.
13. Changes to This Policy
We may update this Policy from time to time; the date at the top shows the latest version. Where a change is material, we will tell you before it takes effect.
14. Contact Us
For any question or request about your personal data, write to [email protected], or by post to Fortivex SARL, Yaoundé, Cameroon.
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