As of April, 2023
At Zapp, your privacy is important to
us. In this Privacy Policy, we describe the personal
information
we collect, how we share it with others, how we use it, and your
choices on
the information.
Scope of this Privacy
Policy
Zapp values the privacy of all individuals who use our
platform and services including our
website,
www.Zapp.co.ke, and mobile applications (collectively “Platform”). This
privacy
policy explains how we collect, use, and share
information from Zapp users (“Users”). It
applies to all
users of Zapp services in Kenya, whether it is individuals who buy
goods on
our Platform (“Customers”), individuals who
picks-up, carries or drops-off
goods requested by Customers
through our Platform (“Riders”), anyone who signs up to
become
a Rider (“Potential Riders”), businesses and persons selling items
or providing a
service through our Platform (“Businesses”)
and other partners and/or end users who use
our Platform to
facilitate delivery and/or sale of items (“Partners”). By using
the Platform,
or by otherwise giving us your information, you
agree to the Privacy Policy and any future
amendments and
additions. Your use of our Platform is also subject to our Terms
and
Conditions.
I. Information Zapp Collects From Users
Zapp collects the following information from its Users.
1.
Information You Provide Directly to Zapp
Customers
Sign
Up and Profile Information. When you sign up to use our service,
you provide us with
information, including, but not limited
to your name, email address, physical address, and
phone
number. If you sign up using your Google or Facebook account, we
receive
information including your name and email address.
After registration, Customers can add
multiple delivery
addresses to their profile.
Communications. When you contact
us or we contact you, post questions or reviews, or
contribute
to our social media forums, we collect the information that you
provide,
including the contents of messages or attachments
you send us.
Order Information. When you place an order, we
collect information related to the order,
which may include
items purchased, special instructions, delivery address, date and
time
of order, and subtotal.
Delivery Information. When
you send an item, we collect information related to the
delivery,
which may include, Sender name, Receiver name, special
instructions, delivery
address, date and time of delivery,
and subtotal.
Feedback. When you rate and provide feedback on
your order, which may include rating
of experience of the
applicable Business, and/or the applicable Rider.
Payment
Information. When you add a payment information to your Zapp
account, a
third-party payments service provider receives
your payment information. We do not store
full payment Card,
Mpesa, Eazzypay, Airtel Money, and/or ELipa information on our
servers.
Active
and Potential Riders
Sign Up and Profile Information. When
you sign up to become a Rider, you may provide
us with
personal information, including, but not limited to your legal
name, date of birth,
identification number, Rider license
number, certificate of good conduct, PSV badge,
email
address, physical address, phone number, profile photo, bank
information, vehicle
information, and car insurance
information. We might share this information with third-
party
providers who initiate background check reports on you. We may
also collect information from you after signing up as is necessary
to effectively operate the Platform.
Feedback. When you rate
and provide feedback on deliveries, which may include rating of
experience
of the applicable Customer, applicable Sender, and/or the
applicable Receiver.
Payment Information. When you add a
payment information to your Zapp account, a
third-party
payments service provider receives your payment information. We do
not store
full payment Card, Mpesa, Eazzypay, Airtel Money,
and/or ELipa information on our
servers.
Businesses and
Partners
Profile Information. A Business who signs up for our
Platform or a Partner who utilizes our
Platform provides us
with certain information, including, but not limited to contact
name,
phone number, email address, physical address, hours,
and item information, service
information, including item
details and price.
Payment Information. We may receive
Businesses’ bank account information or mobile
money account
to provide payment as well as any other information necessary to
set up
payment.
All Users
Communications. If you
contact us directly, we may receive additional information
about
you. For example, when you contact our Customer Support
team, we will receive your
name, email address, and the
contents of any message or attachments that you may
send to
us, as well as any other information you choose to provide.
Feedback.
Customers and Riders may be able to rate and review each other at
the end of
every delivery. Customers may be able to see a
Rider’s ratings during a delivery. After a
delivery, we may
share feedback or comments that Customers provide with Riders
and/or
Businesses, but we will not identify the Customer. If
you are a Customer and do not want
a Rider to know you
provided certain feedback or comments, please do not include
identifying
information in that feedback or those comments. We may also share
with
Riders their ratings. Customers may also provide us
information and feedback related to
your experience on the
Platform, including, but not limited to order reviews, Business
reviews
and Business ratings.
2. Information Zapp Collect When You Use of the
Platform
Location Information. Your device will share GPS
Coordinates when you’re using the Zapp
app, including when
the app is in use in the foreground or background. We may
continuously
collect location information to track the progress and completion
of
deliveries, and other similar purposes.
Usage
Information. We collect information about your use of the
Services, including but
not limited to pick-up and drop-off
information, item details, date, time, destination,
payment,
and whether you used a promotional code.
Device Usage
Information. Device and usage information will be shared with
Crashlytics
(Fabric, a Google Company) for analytics, crash
reporting and malfunctions of the
application.
Call and
Text Information. We work with third parties to facilitate phone
calls and text
messages between Customers and Riders who are
delivering the Customers’ items. We
do not receive
information about these communications including the date and time
of
the call or text message, and the content of the text
messages. We do not record or have
access to the content of
the phone calls between Customers and Riders. We do record
and/or
have access to the content of phone calls between Users and
Zapp.
3. Information from Third Parties
Information We Receive From Partners. If you make a
purchase through one of our
Partners that offers delivery
with Zapp, we receive information about your purchase,
including
your name, phone number, the item you purchased, and the delivery
location.
Background Information on Riders. Zapp requires
criminal background checks on
Potential Riders and active
Riders, from the Government of Kenya’s agencies.
Governmental
agencies may provide Potential Rider’ and active Rider’ records to
Zapp as
part of the background check process.
Information
From Affiliates and Non-Affiliated Third Parties. We may collect
information
about you or others through Zapp affiliates or
through non-affiliated third parties. For
example, you may be
able to access the Platform through a social networking
account,
such as Facebook. If you access the Platform through
your Facebook account, you may
allow us to have access to
certain information in your Facebook profile. This may include
your
name, profile picture, gender, and/or email address and other
information you allow
to be imported from Facebook, which is
controlled in your Facebook privacy settings.
Social
networking sites, such as Facebook, have their own policies for
handling your
information. Please consult the sites' privacy
policies for a description of how these sites
may use and
disclose your information, including any information you make
public. We
have no control over how any third-party site uses
or discloses the personal information it
collects about
you.
We may also collect information about you or others
through non-affiliated third parties.
For example, to the
extent permitted by law, we may, in our sole discretion, ask for
and
collect supplemental information from third parties, such
as information about your credit
from financial institutions,
or information to verify your identity or trustworthiness, or
for
other fraud or safety protection purposes. We may also
collect demographic information,
which may include
information such as income, marital status, spending habits, and
other
information pertaining to customers. We may combine
information that we collect from
you through the Platform
with information that we obtain from such affiliated and non-
affiliated
third parties and information derived from any other items or
services we
provide.
II. How We Use The Information We Collect From Users
We use the information collected from Users for the
following business and commercial
purposes:
A. Provide
services and features. Zapp uses the data we collect to provide,
personalize,
improve, expand, and promote our Platform and
other services in the following ways:
Facilitate
transactions, deliveries, and payments. Analyze how you use our
Platform.
Track and share progress of deliveries and orders.
Notify you about progress of deliveries
and orders.
B.
Communications. Zapp uses the data we collect to communicate with
you, either
directly or through one of our service providers,
including for marketing and promotional
purposes, and to
respond to any issues that may arise during deliveries.
Zapp
also uses the data we collect to provide customer support,
including but not limited
to responding to customer support
questions or your requests, and investigating and
addressing
User concerns.
C. Conduct research and development. Zapp may
use the data we collect for testing,
analysis, and item
development, to improve a user’s experience on the Platform.
D.
Security and safety. We use the information we collect to help
maintain the safety,
security, and integrity of our services,
third parties, and Users. This includes using data to:
Finding
and preventing fraud. Protecting Users and the Zapp business.
Providing account
and network security.
E. Maintain
legal and regulatory compliance. Zapp may use the information we
collect to
maintain legal and regulatory compliance. This
includes using data to: Resolve disputes,
to enforce any
legal terms that govern your use of the Platform. Fulfill our
business
obligations. Respond to requests by regulators,
government entities, and official inquiries.
F. Zapp business
purposes. We may use de-identified data for any purpose,
including
without limitation for research and marketing
purposes and may also share such data with
any third parties,
including without limitation, advertisers, promotional partners,
sponsors,
event promoters, and/or others.
III. How Zapp Shares Information It Collects from Users
A. Sharing between Customers and Riders
To facilitate
delivery of orders, Riders and Customers may have access to
certain
information about each other. When Riders are offered
delivery opportunities, they may be
able to see the
Customer’s delivery location. Once a Rider is linked to a delivery
request
from a Customer, the Customer may see the Rider’s
name, photo, aggregate rating, real-
time location, and/or
other information to identify the Rider, including, but not
limited to
the Rider’s license plate and model of vehicle.
Riders may see the Customer’s name,
photo, and the Customer’s
delivery address. Zapp allows Customers and Riders to call
and
text each other, and they are able to see the other’s phone
number. As described
above, Customers and Riders are able to
see each other’s ratings during a delivery. After
a delivery,
we may share feedback or comments that a Customer provides with a
Rider,
but we will not identify the Customer. If you are a
Customer and do not want a Rider to
know you provided certain
feedback or comments, please do not include identifying
information
in that feedback or those comments. We may also share with Riders
their
ratings.
B. Sharing between Riders and
Businesses
Before and after a Rider picks up the delivery
from the Business and/or Partner and
during the delivery, the
Business and/or Partners may be able to see the Rider’s name,
email
address, phone number and may be able to communicate directly with
the Rider.
C. Sharing between Customers and Businesses
We
may share certain transactional details with Businesses and/or
Partners from whom
you’ve placed orders, such as your name,
phone number, email address, and delivery
address. Businesses
may also have access to your feedback, and/or order
information,
including your purchase history and other
information related to your orders with the
particular
Business. Such information provided to Businesses is not subject
to this
Privacy Policy, but instead is subject to Business’s
own privacy policies which may allow
Business to, among other
things, send you marketing communications and other
promotional
content.
D. Service Providers
We share your information
with service providers that perform services on our behalf,
including
all of the uses described in this Section 3. Some examples of
service providers
are third parties we use for payment
processing, advertising, marketing, and analytics.
E. Other
Sharing
We may share your information with third parties in
the following cases:
• Where disclosure is required or
appropriate in order to comply with laws,
regulations, legal
process, or an agency or governmental request;
• With law
enforcement officials, government authorities, or third parties,
if we think
doing so is necessary to protect the rights,
property, or safety of Zapp, our Users, or
the public;
•
To protect the security or integrity of our Platform;
• To
enforce our agreements, policies, and Terms of Service;
• To
respond to an emergency which we believe in good faith requires us
to disclose
information to assist in preventing the death or
serious bodily injury of any person;
• To investigate and
defend ourselves or others against any third-party claims or
allegations;
•
To provide information about the use of our Platform to Riders,
Businesses,
Partners, or potential business partners in a way
that cannot reasonably be used to
identify you;
• While
negotiating or in relation to a business transaction, such as a
merger, sale of
assets, or bankruptcy;
IV. Social Media Usage
You may choose to log in to our Platform via various online
services, including social
networking services like Facebook
and Google. Our Services also may enable you to
access social
networking services such as Facebook, Twitter, Instagram, or
LinkedIn
(collectively, “Social Network”) directly or
indirectly through our Platform.
When you link a Social
Network account to Zapp or log into our Platform using your
Social
Network account, we may collect relevant Personal Information
necessary to
enable our Platform to access that Social
Network and your data contained within that
Social Network.
We also may share your information with the operator of that
Social
Network to facilitate or enhance delivery of that
Social Network or other services to you. A
Social Network may
provide us with access to certain information that you have
provided
to them, and we will use, store, and disclose such
information in accordance with this
Privacy Policy.
Additionally, a Social Network may collect information,
including
information about your use of our Platform
automatically. The manner in which a Social
Network collects,
uses, stores, and discloses your information is governed by the
policies
of such third parties and Zapp shall have no
liability or responsibility for the privacy
practices or
other actions of any Social Network that may be enabled within our
Platform.
You may also have the option of posting your
activities on our Platform and other content
to a Social
Network when you access content through our Platform. For example,
you
may post to Facebook that you placed an order with Zapp.
Keep in mind that your usage
of Social Network features is
governed by applicable Social Networks and not by Zapp,
and
may be visible or accessible to the public.
V. Your Choices
In addition to other choices described in this Privacy
Policy and in the Platform, you have
other choices regarding
your information:
Profile Information. You can update your
profile information through your profile settings
in the App.
If you need to change the phone number associated with your
account,
please contact us via our Help section in the
App.
Location Information. While you can prevent your device
from sharing location
information at any time through your
device’s operating system settings, Customer and
Rider
location is core to our Platform and without it, you may not be
able to successfully
use our Platform.
Email
Subscriptions. You can always unsubscribe from our promotional
emails via the
link provided in the emails. Even if you opt
out from receiving promotional messages from
us, you will
continue to receive administrative messages from us.
Account
Deletion. If you would like to delete your Zapp account, please
contact us
through our Help section in the App with your
request. If you choose to delete your
account, we will delete
it for you, but may retain certain information to collect any
fees
owed, resolve disputes, troubleshoot problems, analyze
usage of the Platform, assist with
any investigations,
prevent fraud, enforce our Terms of Service, or take other actions
as
required or permitted by law and/or regulations.
VI. Third-Party Links
Our Platform may contain links to other websites, items, or
services that we do not have
control over. Please be aware
that we are not responsible for the privacy practices of such
third
parties. We encourage you to read their privacy policies before
giving them your
information.
VII. Data Security
We are committed to protecting your information. We use
administrative, logical, physical
and managerial measures to
safeguard your personal information against loss, theft and
unauthorized
access, use and modification. Unfortunately, no security measures
can be
100% secure, so we cannot guarantee the security of
Users’ data. While we do our best
to protect your
information, you are also responsible for protecting your
information by,
for example, protecting your account
credentials. If you have any reason to believe that
your
account has been compromised, please notify us immediately through
our Help
Section in the App.
VIII. Children’s Privacy
Zapp is not directed to minors and children, and no one
under the age of 18 is allowed to
register or use our
service. We do not knowingly collect personal information from
children
under 18. If we discover that we have inadvertently collected
personal
information from a person under 18, we will delete
that information immediately. If you
believe that a child
under the age of 18 has given us personal information, please
contact
us via our Help Section in the App.
IX. Consent to Transfer
Our computer systems are currently based in Kenya, so your
personal data will be
processed by us in Kenya, where data
protection and privacy regulations may not offer
the same
level of protection as in other parts of the world. If you create
an account with
the Platform as a visitor from outside Kenya,
by using the Platform, you agree to this
Privacy Policy and
you consent to the transfer of all such information to Kenya,
which
may not offer a level of protection equivalent to that
required in certain other countries,
and to the processing of
that information as described in this Privacy Policy.