Legal
SMS and Messaging Policy
Renaro delivers text messages on behalf of transportation operators - booking updates, receipts, sign-in codes, and masked driver-passenger texting. This page is the program description: what gets sent, how consent works, and how to stop messages.
Who is messaging you
Renaro is dispatch software used by taxi, private hire, and chauffeur operators. When you book with one of those operators, messages about your trip are generated by the operator's configuration and delivered through Renaro's messaging infrastructure. The business relationship is with the operator who arranged your trip; Renaro sends on their behalf. Drivers and operator staff also receive operational messages about their own work.
Operator passenger text messaging
Where an operator runs the dedicated passenger text messaging program, the named operator - not Renaro - is the sender of the trip texts you receive; the messages come from that operator's own registered messaging identity and dedicated number. Renaro provides the supporting software and message processing that deliver those texts on the operator's behalf. Message frequency varies with your trip activity, and message and data rates may apply, charged by your carrier.
You opt in one of two ways: by ticking the SMS consent checkbox in the operator's public booking flow (it is not ticked for you, and it shows the operator name, message purpose, frequency, the message and data rate notice, and STOP and HELP instructions), or by asking operator staff to turn on text updates, which they record with the person, time, and disclosure version. Consent to receive texts is optional and is never a condition of booking or purchase. Reply STOP at any time to stop the texts and HELP for help; both are supported.
Message types
- Trip updates: booking confirmations, driver-assigned and driver-on-the-way notices, arrival alerts, changes, and cancellations.
- Receipts and payments: fare receipts and secure payment links when the operator requests payment by message.
- Reminders: scheduled-pickup reminders and, where the operator offers it, automated wake-up calls for early pickups.
- Account and security: sign-in codes and account-security notices for people with accounts.
- Two-way trip messaging: replies to trip messages, and masked conversations between driver and passenger during an active trip.
- Operational messages to drivers and staff: trip offers, dispatch notices, document and compliance alerts.
- Marketing: only where the operator runs a campaign to recipients who have opted in to marketing. SMS opt-outs are enforced at send time, so a number that replied STOP does not receive campaign texts.
Consent and frequency
Trip and account messages are sent because you booked a trip, hold an account, or asked for something that needs a reply - providing a phone number in the course of booking is the basis for those service messages. Marketing requires the separate opt-in your operator collects, and operators are contractually required to message only people they may lawfully message.
Message frequency varies with trip activity: a single booking typically produces a handful of messages, and recurring bookings produce more. Message and data rates may apply, charged by your carrier.
Opting out - STOP
Reply STOP to any supported Renaro-delivered SMS to stop receiving messages at that number. The platform records the opt-out and suppresses further SMS to that number, and operators cannot override it. You can also ask the operator who books your trips, or Renaro support, to update your messaging preferences, including email and push preferences and quiet hours where your operator uses them.
If you opt out of SMS entirely, time-sensitive trip notifications - like driver-arrival alerts - cannot reach you by text; the operator may contact you another way to fulfil a booking you have made.
Getting help - HELP
Reply HELP to any supported Renaro-delivered SMS to receive help information, or contact support@renaroapp.com. For questions about a specific trip or booking, the operator who arranged it is usually fastest; include the booking reference from your message where you have one.
No sale or sharing of opt-in data
SMS consent and opt-in data are used only to deliver Renaro and operator messaging. Renaro does not sell, rent, or share mobile numbers, SMS consent, or opt-in status with third parties or affiliates for their own marketing or promotional purposes. Text messaging originator opt-in data will not be shared with any third party except the messaging providers needed to deliver the messages themselves.
Masked numbers and calls
Where an operator enables it, drivers and passengers reach each other through a temporary masked number so neither party sees the other's real number; the masked session lasts for the trip and conversations run through the platform's telephony provider. Where an operator offers a phone booking line, calls are answered by an automated voice system that transcribes spoken pickup and dropoff addresses to create the booking. Dispatcher conference calls are recorded only where the operator turns recording on and is responsible for any notice the law requires on such calls.
Operators can offer booking updates and two-way booking conversations over WhatsApp using approved message templates. WhatsApp messaging is governed by WhatsApp's own terms in addition to this policy, and you can stop WhatsApp messages by blocking the sender in WhatsApp or asking the operator to switch your channel.
Carriers
Mobile carriers are not liable for delayed or undelivered messages. Delivery depends on carrier networks and device availability; operators should not rely on SMS as the only channel for safety-critical communication.
Contact
Questions about messaging, consent, or this policy: support@renaroapp.com, or Renaro, Support Desk, London, United Kingdom.