Legal Information
Privacy Policy
We are committed to protecting your privacy and personal information.
This policy explains how we collect, use, and protect your data.
1. Information We Collect
We collect information you provide directly to us, such as when you:
- Create an account (as customer, driver, or fleet admin)
- Place a delivery order or request an estimate
- Accept or complete deliveries as a driver
- Use our mobile application or website
- Contact us for support or inquiries
- Participate in our referral program
- Subscribe to our newsletter or promotional communications
- Submit complaints or use emergency SOS features
2. Types of Personal Information
The personal information we may collect includes:
- Name, email address, and phone number
- Profile photo or avatar
- Pickup and delivery addresses
- Payment information (processed through secure third-party payment gateways)
- Delivery preferences and special instructions
- Communication history, chat messages, and support requests
- For drivers: Vehicle information, license details, registration documents
- Banking details for driver earnings and wallet withdrawals
- Referral codes and referral history
3. Location Information
We collect precise location data to provide our core delivery services:
- Customers: Real-time location to set pickup points and track deliveries
- Drivers: Continuous location tracking (including background location) during active delivery sessions to enable real-time tracking, route optimization, and customer visibility
- GPS coordinates: Stored for pickup and drop-off locations
- Route information: Historical routes and waypoints for completed deliveries
- Location data is only collected when you use our app and, for drivers, when actively logged in and available for deliveries
4. Device and Technical Information
When you use our mobile application or website, we automatically collect:
- Device type, operating system, and version
- Unique device identifiers
- IP address and network information
- Push notification tokens for sending booking updates and alerts
- App usage data and crash reports
- Photos captured through the app for profile pictures or proof of delivery
5. How We Use Your Information
We use your personal information to:
- Process and fulfill your delivery orders and bookings
- Match customers with available drivers for deliveries
- Enable real-time tracking of deliveries in progress
- Calculate pricing estimates and process payments
- Facilitate in-app messaging between customers and drivers
- Send push notifications, SMS, and email updates about deliveries
- Process driver earnings, wallet transactions, and withdrawal requests
- Manage referral programs and promotional offers
- Provide customer support and respond to inquiries or complaints
- Respond to emergency SOS alerts
- Verify driver credentials and vehicle documentation
- Analyze usage patterns to improve our services
- Detect and prevent fraud or unauthorized activities
- Comply with legal obligations and enforce our terms
6. Information Sharing and Disclosure
We do not sell, trade, or rent your personal information to third parties. We may share your information in the following circumstances:
- Between users: Customer names, phone numbers, and delivery locations are shared with assigned drivers. Driver names, photos, vehicle details, and location are shared with customers during active deliveries
- Payment processors: Payment information is processed through secure third-party gateways including Stripe, PayPal, Razorpay, Flutterwave, M-Pesa, and others
- Cloud services: Data is stored using Firebase and Google Cloud services
- Mapping services: Google Maps API for location and routing services
- Communication providers: SMS and email service providers for notifications
- Analytics services: To understand app usage and improve performance
- Legal requirements: When required by law, court order, or government authorities
- Business transfers: In connection with mergers, acquisitions, or sale of assets
- Emergency situations: To protect safety and respond to SOS alerts
7. Data Security
We implement appropriate security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. This includes secure cloud infrastructure (Firebase), encrypted data transmission (HTTPS/SSL), secure payment processing through PCI-compliant gateways, access controls and authentication, and regular security monitoring. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.
8. Cookies and Tracking Technologies
We use cookies and similar tracking technologies on our website to enhance your experience. These technologies help us remember your preferences, analyze website traffic, and improve our services. Our mobile application may use similar technologies for analytics and performance monitoring. You can control cookie settings through your browser preferences or device settings.
9. Your Rights and Choices
You have the right to:
- Access and review your personal information through your account settings
- Correct inaccurate or incomplete information in your profile
- Request deletion of your personal information (subject to legal retention requirements)
- Opt-out of marketing communications and promotional messages
- Disable push notifications through device settings
- Revoke location permissions (though this may limit app functionality)
- Download your data in a portable format
- Restrict processing of your information
- File complaints with relevant data protection authorities
10. Data Retention
We retain your personal information for as long as necessary to provide our services, comply with legal obligations, resolve disputes, and enforce our agreements. Specifically: active account data is retained while your account is active, booking and delivery records are kept for at least 7 years for accounting and legal purposes, location data is retained for the duration of active deliveries plus 90 days, chat messages are retained for 180 days, and driver earnings records are maintained for tax and audit purposes. When information is no longer needed, we securely delete or anonymize it.
11. Third-Party Services
Our platform integrates with various third-party services, each with their own privacy policies:
- Payment Gateways: Stripe, PayPal, Razorpay, Flutterwave, M-Pesa/Safaricom, and 15+ other payment processors
- Google Services: Firebase, Google Maps, Google Cloud Platform
- Communication Services: SMS and email delivery providers
- Analytics: For app performance and usage monitoring
We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.
12. Children's Privacy
Our services are not intended for children under 18 years of age. We do not knowingly collect personal information from minors under 18. If we become aware that we have collected such information, we will take steps to delete it promptly. Parents or guardians who believe their child has provided us with personal information should contact us immediately.
13. International Data Transfers
Your information may be transferred to and processed in countries other than Kenya, including the United States and European Union where our cloud service providers operate. We ensure that such transfers comply with applicable data protection laws including the Kenya Data Protection Act, 2019, and that your information receives adequate protection through appropriate safeguards.
14. Mobile App Permissions
Our mobile application requests the following permissions:
- Location: To set pickup/drop-off points and enable real-time tracking (background location for drivers)
- Camera: For profile pictures and proof of delivery photos
- Notifications: To send delivery updates and booking alerts
- Storage: To save photos and app data
- Network: To communicate with our servers and process transactions
You can manage these permissions through your device settings, though disabling certain permissions may limit app functionality.
15. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on our website and mobile app, sending push notifications or emails, and updating the "Last updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy. We encourage you to review this policy periodically.
16. Kenya Data Protection Compliance
We comply with the Kenya Data Protection Act, 2019 and regulations issued by the Office of the Data Protection Commissioner (ODPC). You have rights under this law including access, correction, deletion, and the right to lodge complaints with the ODPC. For more information about your rights under Kenyan law, visit www.odpc.go.ke.
17. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us at:
Email: info@end2endcourier.co.ke
Phone: +254 721 925 607 / +254 733 189 007
Address: Lunga Lunga Square, 3rd Floor, Room 314, Lunga Lunga Road, Industrial Area, Nairobi
P.O. Box: 60653-00200 Nairobi, Kenya