Privacy Policy

1. Overview

Fetchr Technologies (Pvt) Ltd (“Fetchr,” “we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our delivery platform, website, and mobile applications (collectively, the “Platform”).

This Policy applies to all users of the Platform, including Senders, Recipients, Couriers, and visitors to our website. By using our services, you consent to the data practices described in this Policy.

2. Information We Collect

2.1 Information You Provide

• Account information: Name, email address, phone number, and password when you create an account.
• Delivery details: Pickup and drop-off addresses, package descriptions, recipient contact information, and delivery instructions.
• Payment information: Mobile money account details, bank account information, or card details processed through our secure payment partners.
• Business information: Company name, registration number, VAT number, and billing address for business accounts.
• Communications: Messages sent through our support channels, feedback, and survey responses.

2.2 Information Collected Automatically

• Location data: GPS coordinates during active deliveries (for Couriers) and approximate location for service availability (for Senders).
• Device information: Device type, operating system, browser type, unique device identifiers, and mobile network information.
• Usage data: Pages visited, features used, search queries, clickstream data, and interaction patterns.
• Log data: IP address, access times, referring URLs, and error logs.

2.3 Information from Third Parties

We may receive information from payment processors, identity verification services, mapping and routing providers, and social media platforms if you choose to link your accounts.

3. How We Use Information

We use your personal information for the following purposes:

• Service delivery: Processing and fulfilling delivery requests, matching Senders with Couriers, providing real-time tracking, and facilitating payments.
• Account management: Creating and maintaining your account, verifying your identity, and managing your preferences.
• Communication: Sending delivery notifications, service updates, promotional offers (with your consent), and responding to your enquiries.
• Safety and security: Detecting and preventing fraud, abuse, and unauthorized access to the Platform.
• Service improvement: Analysing usage patterns, conducting research, and improving our Platform features and user experience.
• Legal compliance: Complying with applicable laws, regulations, and legal processes in Zimbabwe.

4. Information Sharing

We do not sell your personal information. We may share your information in the following limited circumstances:

• With Couriers: Pickup/drop-off addresses, recipient name and contact details, and package information necessary to complete the delivery.
• With Recipients: Sender name and estimated delivery time for tracking purposes.
• Service providers: Payment processors, cloud hosting providers, mapping services, and analytics tools that help us operate the Platform.
• Legal requirements: When required by law, regulation, legal process, or enforceable governmental request.
• Business transfers: In connection with a merger, acquisition, or sale of assets, with appropriate notice to affected users.

5. Data Retention

We retain your personal information for as long as your account is active or as needed to provide our services. Specific retention periods include:

• Account data: Retained while your account is active and for 12 months after account closure.
• Delivery records: Retained for 3 years for business audit and dispute resolution purposes.
• Payment records: Retained for 7 years as required by Zimbabwean tax and financial regulations.
• Location data: Real-time location data for active deliveries is retained for 90 days after delivery completion.
• Support communications: Retained for 2 years from the date of the last interaction.

6. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• TLS/SSL encryption for all data transmitted between your device and our servers
• AES-256 encryption for personal data stored at rest
• Regular security audits and penetration testing
• Role-based access controls for employees and contractors
• Secure development practices and code review processes
• Incident response procedures for potential data breaches

While we strive to protect your information, no method of transmission over the Internet or electronic storage is completely secure. We encourage you to use strong, unique passwords and to enable two-factor authentication on your account.

7. Your Rights

Depending on your location and applicable law, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request correction of inaccurate or incomplete personal information.
• Deletion: Request deletion of your personal information, subject to legal retention requirements.
• Portability: Request your data in a structured, commonly used, machine-readable format.
• Objection: Object to the processing of your personal information for direct marketing purposes.
• Withdrawal of consent: Withdraw previously given consent at any time, without affecting the lawfulness of processing based on consent before withdrawal.

To exercise any of these rights, please contact us at privacy@fetchr.co.zw. We will respond to your request within 30 days.

8. Children's Privacy

Our Platform is not intended for use by children under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child under 18, we will take steps to delete such information promptly. If you believe a child has provided us with personal information, please contact us immediately.

9. International Transfers

Your information may be transferred to and processed in countries other than Zimbabwe where our service providers operate. When we transfer personal data internationally, we ensure appropriate safeguards are in place, including standard contractual clauses and ensuring recipients maintain adequate data protection standards consistent with this Policy.

10. Cookies & Tracking

We use cookies and similar tracking technologies to enhance your experience on our Platform. For detailed information about the cookies we use and how to manage your preferences, please see our Cookie Policy.

11. Changes to Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of material changes by posting the updated Policy on our Platform with a revised “Last Updated” date and, where appropriate, by email. We encourage you to review this Policy periodically.

12. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact our Data Protection team: