Privacy policy

DelivioSend Limited ("DelivioSend", "we", "us", or "our") operates the DelivioSend mobile application and website (collectively, the "Service"). This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use our Service, and your rights in relation to that information.

By downloading, registering for, or using the DelivioSend app, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with our practices, please do not use the Service.

This policy applies to all users of the Service, including senders, recipients, agents, and riders operating on the DelivioSend platform within Tanzania and any other jurisdiction in which we operate.

Account information: When you register, we collect your full name, phone number, email address, and a password. Agents and riders additionally provide business or operator details, national ID or driver's licence numbers, and bank or Mobile money account information for payment purposes.

Delivery information: To fulfil a parcel booking, we collect pickup and drop-off addresses, parcel description, declared value, recipient name, and recipient phone number. This information is necessary to complete the contract between you and DelivioSend.

Location data: We collect your device's precise GPS location when the app is in the foreground to match you with nearby riders or agents and to provide live parcel tracking. Riders and agents may have their location collected while the app is in the background or when a delivery is active. You can withdraw location permission at any time through your device settings, though doing so will limit core features.

Payment data: We do not store full payment card numbers or Mobile money PINs. Payment transactions are processed through PCI-DSS-compliant third-party payment processors. We retain transaction identifiers, amounts, and payment method types (e.g., Visa, Vodacom M-Pesa) for accounting and dispute resolution.

Communications: When you contact our support team, we collect the content of your messages, email threads, and call logs to provide assistance and improve service quality. In-app chat messages between senders and riders are stored temporarily to support dispute resolution.

Device and usage data: We automatically collect your device model, operating system version, app version, unique device identifiers (e.g., IDFA or Android Advertising ID), IP address, crash logs, and usage events (screens viewed, buttons tapped, booking flows completed). This data is used solely for operational and analytical purposes.

Cookies and similar technologies: Our website uses cookies and local storage to maintain session state, remember preferences, and analyse traffic through analytics tools. You can manage cookie preferences through your browser settings.

Service delivery: We use your personal information to process bookings, assign riders, calculate pricing, send parcel status notifications, and generate delivery confirmation receipts — all of which are necessary to fulfil our contract with you.

Payments and billing: We use your payment and account information to charge for completed deliveries, issue refunds, pay rider and agent commissions, and comply with financial reporting obligations.

Safety and verification: We verify rider and agent identities, conduct background checks, and use location data to ensure deliveries are performed safely and on-route. Suspicious activity patterns may trigger account reviews.

Customer support: When you contact us, we use your account history, location records, and communications to investigate and resolve your issue efficiently.

Service improvement: Aggregated and anonymised usage data helps us identify app performance issues, optimise delivery routing, expand into new cities, and develop new features. We do not make automated decisions about individual users based solely on profiling.

Marketing communications: With your explicit consent, we may send promotional offers, service updates, and newsletters by SMS, email, or push notification. You can withdraw this consent at any time through the app's notification settings or by emailing support@deliviosend.com.

Legal obligations: We may process your data to comply with applicable Tanzanian law, respond to lawful government requests, enforce our Terms of Service, and protect the rights, property, or safety of our users and the public.

Riders and agents: We share the sender's name, pickup address, parcel description, and recipient contact details with the assigned rider or agent strictly for the purpose of completing the delivery. Recipients' details are not shared beyond what is necessary.

Payment processors: Transaction data is shared with our payment processing partners (including Mobile money operators) solely to process payments and settle funds. These partners are bound by data processing agreements and PCI-DSS standards.

Technology service providers: We use third-party cloud infrastructure (hosting, databases), analytics tools, crash reporting services, and mapping providers to operate the Service. These providers act as data processors under our instruction and are prohibited from using your data for their own purposes.

Legal and regulatory: We may disclose your information to law enforcement, regulatory bodies, or courts when required by applicable law, a valid legal order, or when we believe disclosure is necessary to prevent imminent harm.

Business transfers: In the event of a merger, acquisition, or sale of substantially all assets, your data may be transferred to the acquiring entity. We will notify you via email or prominent in-app notice prior to your data being transferred and subject to a different privacy policy.

With your consent: We will not share your data in any other way without your explicit consent.

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

Account data: We retain your account information for as long as your account is active. If you delete your account, we will delete or anonymise your personal data within 90 days, except where retention is required by law.

Transaction records: Parcel booking records, payment confirmations, and delivery receipts are retained for 5 years to meet Tanzanian financial and tax reporting requirements.

Location history: Precise GPS tracking logs are retained for 90 days for dispute resolution, after which they are aggregated and anonymised.

Support communications: Customer support records are retained for 24 months from the date of last interaction.

Legal holds: Where data is subject to active litigation, regulatory inquiry, or law enforcement request, we will retain the relevant data until the matter is resolved.

You have the following rights with respect to your personal data, subject to applicable law:

Access: You may request a copy of the personal data we hold about you at any time through the app's Privacy Settings or by emailing support@deliviosend.com.

Correction: If any personal data we hold is inaccurate or incomplete, you have the right to have it corrected. Most information can be updated directly within the app.

Deletion: You may request deletion of your account and associated personal data. We will process deletion requests within 90 days, subject to legal retention obligations.

Portability: You may request an export of your personal data in a structured, machine-readable format.

Objection: You may object to processing of your data for direct marketing purposes at any time. You may also object to other processing where we rely on legitimate interests as the legal basis.

Restriction: In certain circumstances, you may request that we restrict processing of your data while a complaint or correction request is being resolved.

To exercise any of these rights, contact us at support@deliviosend.com. We will respond within 30 days. You will not be charged a fee for exercising your rights unless your request is clearly unfounded or excessive.

Precise location is essential to the core function of DelivioSend. We request foreground location access from all users to enable booking, rider assignment, and live parcel tracking. For riders and agents with active deliveries, we request background location access to maintain tracking accuracy while the app is not in the foreground.

Location data is transmitted to our servers over encrypted connections and is visible to senders during active deliveries only. Once a delivery is completed, real-time location sharing ceases automatically.

You may deny or revoke location permission through your device settings at any time. Denying foreground location will prevent you from using booking and tracking features. Revoking background location for riders will affect delivery tracking accuracy.

We do not use location data for purposes other than those described in this policy, and we do not sell location data to data brokers or advertisers.

We send push notifications to inform you of parcel status updates (booking confirmed, rider assigned, parcel collected, out for delivery, delivered), support messages, and — with your separate consent — promotional communications.

You may manage push notification preferences at any time through your device's notification settings or within the DelivioSend app under Settings > Notifications. Disabling operational notifications (e.g., delivery status) may reduce your ability to monitor your parcels in real time.

We use analytics tools to understand how users interact with the app, diagnose technical issues, and measure the performance of features. Analytics data is collected in aggregate and, where possible, at a pseudonymous or anonymised level.

Our app integrates third-party mapping services (for routing and live maps), payment gateways (for Mobile money and card processing), and cloud services (for data storage and infrastructure). Each provider processes data under its own privacy policy and under data processing agreements with DelivioSend.

If you are subject to privacy laws that grant rights around advertising IDs or cross-app tracking (such as users of iOS 14.5 and later), you will be asked for App Tracking Transparency (ATT) permission before we access your IDFA. Denying ATT will limit advertising measurement but will not affect core delivery functionality.

We implement technical and organisational measures proportionate to the sensitivity of the data we process. These include TLS/HTTPS encryption for all data in transit, AES-256 encryption for sensitive data at rest, access controls and role-based permissions limiting who can access personal data, audit logs for privileged data access, and regular security assessments.

Payment information is handled exclusively through PCI-DSS-certified payment processors. We do not store complete card numbers, CVV codes, or Mobile money PINs on our servers.

Despite these measures, no digital system is completely secure. In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify you and the relevant authority within 72 hours of becoming aware, as required by applicable law.

The DelivioSend Service is not directed at or intended for use by children under the age of 16. We do not knowingly collect personal information from children under 16.

If you believe we have inadvertently collected data from a person under 16, please contact us immediately at support@deliviosend.com. Upon verification, we will delete the account and associated data promptly.

If you are a parent or guardian and you are aware that your child has provided us with personal data without your consent, please contact us so that we can take the necessary actions.

DelivioSend is headquartered in Dar es Salaam, Tanzania. Your data is primarily stored on servers located within Tanzania or within the East African region.

Where we use third-party service providers whose servers are located outside Tanzania (for example, global cloud hosting or analytics providers), we take steps to ensure appropriate safeguards are in place, such as contractual clauses or the provider's participation in recognised data protection frameworks.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will notify you via a prominent in-app notice and, where appropriate, by email, at least 14 days before the changes take effect.

The updated policy will be posted on our website and within the app with a revised 'Last updated' date. Your continued use of the Service after the effective date constitutes your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed about how we protect your information.

If you have any questions, concerns, or complaints about this Privacy Policy or our data practices, or if you wish to exercise any of your rights, please contact our Data Protection team:

Email: support@deliviosend.com | Address: DelivioSend Limited, Dar es Salaam, Tanzania | In-app: Settings > Help > Contact Support

We are committed to working with you to resolve any concerns. If you are not satisfied with our response, you have the right to lodge a complaint with the relevant data protection authority in your jurisdiction.