Terms and conditions

What Berlina is and who provides it

Berlina is a platform that connects passengers with women drivers. The service is provided by Coldriver S.A.S, tax ID (RUC) 0993367355001, domiciled at Cdla. IETEL, Mz. 3, Villa 12, Guayaquil, Ecuador.

Berlina intermediates the ride: the driver is the one who performs it, with her vehicle and under her responsibility as a driver. Berlina verifies her identity, her documents and her vehicle before enabling her, and answers for the operation of the platform and for the safety tools it offers.

Who can use it

Berlina accepts registration with an Ecuadorian identity document and with a passport or national document from other countries. The service is provided in Ecuador.

• You must be 18 or over for the general account. By creating your account you declare that you are 18 or older; we check it against your ID when you verify your identity.
• From 15 to 18, only with a Berlina Teen account: it is created by your legal guardian, who signs the corresponding permission. Without that permission in force the account cannot request rides.
• Under 15 no account is possible.
• Truthful data and an account under your exclusive control.
• To drive with Berlina the minimum is 21, checked against the national ID. Drivers also complete identity verification, facial biometric verification, valid documents and a vehicle review.
• Passenger identity verification. Before your first trip we ask for a photo of your identity document and a selfie. By creating your account you authorise Berlina to compare your selfie with the photo on your document to confirm it is you. That comparison uses your facial features, which Ecuadorian law protects as special-category data. We keep the selfie and the result while your account is active and use them only to verify your identity and to investigate a safety incident if one occurs. You can withdraw this authorisation by writing to soporte@berlina.app; if you do, your account is no longer verified.

How Berlina Teen works

The ride is recorded · condition of use

Berlina records the audio of the whole ride, start to finish. You are told at the start. Both the passenger and the driver are recorded.

This is not optional: it is a condition of using the service. If you do not agree, do not use Berlina. The details —encryption, who can listen, and that it is deleted after 14 days— are in the Privacy policy.

If you ride with someone else, tell them the audio is being recorded. If the account is Berlina Teen, whoever signed the permission is consenting to this recording too.

Requests, assignment and cancellations

Requests are assigned by availability and proximity. Before you confirm you see the route, the estimated fare and the driver details.

You can cancel at no charge within the window the app shows you for each ride. After that window, or if the driver already reached the pickup point and waited, a cancellation charge may apply, which you will see before confirming the cancellation.

Repeated cancellations or misuse of the service may limit your account.

Fares and payments

The fare is calculated by distance, time and demand, and is shown as an estimate before you confirm. The final amount may vary if the route changes, if there are intermediate stops or if there is waiting time.

Berlina retains a commission on each ride. The driver sees the breakdown of what she receives in her app.

Card transactions carry a processing cost that is included in the amount charged. The total amount charged to you is the one you confirm before paying.

Payments are processed by Stripe. Berlina does not store full card numbers.

Safety and conduct

Respect between passengers and drivers is a condition of use. Harassment, violence, fraud, discrimination and offensive language are prohibited on any channel, including the ride chat. Reports are reviewed and may lead to suspension or deletion of the offending account.

From the emergency alert you can dial 911 with your own phone. Berlina does not have a direct integration agreement with ECU-911: the alert to emergency services is made by you or by our team through the ordinary channels.

• Emergency button, available throughout the ride for both parties. It alerts the Berlina team and your trusted contacts.
• Code phrase: a phrase your phone recognises by voice during the ride and that fires a silent alert, without the other person noticing. Recognition happens inside your phone: the audio of that detection never leaves it.
• Three taps on the map, a gesture that from the outside looks like checking the route.
• Trusted contacts, who are alerted if you trigger the emergency. At the end of the ride the app tells you who was told and through which channel.
• Share the ride live. We tell you the first time someone opens the link.
• Report and block another person.

Accessibility and system permissions

The app asks for permissions you can revoke at any time from your phone settings. Revoking a permission may stop a safety feature from doing its job.

• Location, including in the background for drivers on shift.
• Microphone, for ride recording and for the code phrase.
• Camera, for identity verification.
• Notifications, for ride and safety alerts.

Account, suspension and closure

We may suspend or close accounts that breach these terms or put the community at risk. When we suspend an account we tell you why and you can respond.

You can close your account whenever you want from Profile → Delete my account. Read first what is erased and what is not: it is in the Privacy policy.

Go to the account deletion page

Liability

Berlina answers for the operation of the platform and for the safety tools it offers. It does not answer for events beyond its control or for the breach of obligations that fall on the driver as such (valid licence, insurance, vehicle condition), without prejudice to Berlina verifying them before enabling her and periodically.

Nothing in these terms limits the rights that Ecuadorian consumer protection law grants you.

Privacy

The processing of your data is described in the Privacy policy, which forms part of these terms.

Read the Privacy policy

Governing law and dispute resolution

These terms are governed by the law of the Republic of Ecuador. Any dispute not settled in good faith will be submitted to the competent courts of Guayaquil, the provider's domicile, without prejudice to the rights that consumer protection law grants the person using the service.

Changes to these terms

If these terms change substantially we will tell you in the app before they take effect, and it will be recorded which version you accepted and when.