Privacy & Data Protection Policy

Overview

We are committed to protecting your privacy and ensuring you have a positive experience on our platform. This Privacy & Data Protection Policy explains how we collect, use, disclose, and safeguard your information when you use our delivery services, including our website, mobile applications, and related services.

1. What We Collect

1.1 Contact Information

We collect essential contact details to facilitate your orders and service delivery:

• Full name or business name
• Phone number
• Email address
• Delivery address and residential or business details
• Alternative contact numbers for delivery coordination

1.2 Location Data

When you use our location-based features, we collect and process location information:

• GPS coordinates from location pins you send
• Real-time location data when tracking active deliveries
• Geographic areas you frequently order from

We do not share location data with third parties for marketing or any other purposes.

1.3 Transaction & Order Information

• Order details, items requested, and purchase history
• Payment amounts and transaction dates
• Delivery status and feedback
• Ratings and reviews you provide

1.4 Device & Technical Information

• Device type, operating system, and browser information
• IP address and unique device identifiers
• App usage patterns and features accessed
• Crash reports and diagnostic data (to improve service reliability)

1.5 Communication Data

• Messages between you and our riders or customer support team
• Feedback, complaints, and survey responses
• Support tickets and complaint history

2. Financial Security

We prioritise your financial security:

• We do not store your bank account details, card numbers, or PINs
• We do not store CVV codes, expiry dates, or other sensitive payment information
• All financial processing is handled by our certified and secure POS (Point of Sale) partners
• Payment transactions are encrypted using industry-standard SSL/TLS protocols
• We comply with PCI DSS (Payment Card Industry Data Security Standard) requirements

3. How We Use Your Data

We use the information we collect for the following purposes:

• Processing and delivering your orders
• Communicating with you about your orders and account
• Providing customer support and resolving complaints
• Sending service notifications and updates
• Improving our platform, services, and user experience
• Detecting and preventing fraud or unauthorised access
• Complying with legal and regulatory requirements
• Analysing trends to improve delivery efficiency and coverage

4. Data Sharing & Third Parties

We share your information only when necessary:

• Delivery Partners (Riders): Receive your name, phone number, and address for delivery purposes
• Payment Processors: Securely handle financial transactions
• Service Providers: Cloud hosting, analytics, and support platforms (bound by strict confidentiality agreements)
• Legal Requirements: We may disclose data if required by law enforcement or court orders

We do not sell, trade, or rent your personal data to third parties for their marketing purposes.

5. Data Retention

• Active Account Data: Retained for as long as your account remains active
• Order History: Kept for a limited period for billing and dispute resolution purposes
• Support Communications: Retained for a limited period for quality assurance and complaint handling
• Location Data: Deleted after delivery completion, unless you authorise longer retention
• Deleted Account Data: Permanently removed after a limited period following account deletion, except where we are legally required to retain it

6. Data Security

We implement robust security measures, including:

• End-to-end encryption for sensitive communications
• Secure password storage using industry-standard hashing
• Regular security audits and penetration testing
• Restricted access to personal data on a need-to-know basis
• Employee confidentiality agreements and data protection training
• Automatic logout from inactive sessions
• Two-factor authentication options for account protection

7. Cookies & Tracking Technologies

We use cookies and similar technologies to:

• Remember your preferences and login status
• Analyse platform usage and user behaviour
• Improve website and app performance
• Provide personalised features

You can control cookie preferences through your browser settings. Please note that disabling cookies may affect some features of our platform.

8. Children's Privacy

Our services are not directed at children under 13 years of age. We do not knowingly collect personal information from children. If we discover that we have collected data from a child under 13, we will delete it promptly. Parents or guardians concerned about data collection should contact us immediately.

9. Policy Changes

We may update this Privacy Policy to reflect changes in our practices, technology, or legal requirements. We will notify you of significant changes via email or through prominent notices on our platform. Your continued use of our services constitutes acceptance of the updated policy.

10. Contact Us

For privacy concerns, data requests, or complaints about our data practices, please contact:

We aim to respond to all privacy enquiries within 7 business days.

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