Privacy Policy

1. Information We Collect

1.1 Information You Provide Directly

When you register for an account or use our Services, we collect:

• Personal Information: Name, email address, phone number, business name, and contact details
• Business Information: Company registration details, tax identification numbers, business addresses
• Account Information: Username, password, profile information, and preferences
• Payment Information: Credit card details, bank account information, billing addresses (processed through secure payment processors)
• Shipping Information: Sender and recipient details, delivery addresses, package descriptions, special handling instructions
• Communication Data: Messages, feedback, support requests, and correspondence with our team
• Envoy/Vehicle Information (Envoy users): envoy's license number, vehicle registration, insurance details, guarantor information, bank account/payout details, and background check results

1.2 Information Collected Automatically

When you use our Services, we automatically collect:

• Device Information: Device type, operating system, browser type, IP address, device identifiers
• Usage Data: Pages visited, features used, time spent on platform, click patterns
• Location Data: GPS coordinates for delivery optimization, pickup and delivery locations, and — for envoys — continuous location tracking while on active shift or en route to or from a delivery, for safety, dispatch, and delivery verification purposes (see Section 2.6 for the consent terms governing this tracking)
• Log Data: Server logs, error reports, performance data
• Cookie Data: Information stored through cookies and similar tracking technologies

1.3 Information from Third Parties

• Payment Processors: Transaction status and payment verification data
• Business Partners: Information from white label partners and integrated services
• Public Sources: Publicly available business registration and verification data
• Verification Providers: Identity, license, guarantor, and background check results from licensed verification services (for envoys)
• WhatsApp Integration: Messages and contact information shared through our WhatsApp business services

2. How We Use Your Information

2.1 Service Provision

• Process and fulfill delivery requests and logistics services
• Manage pickups, deliveries, and tracking across all 36 Nigerian states
• Operate warehousing and fulfillment services
• Provide white label solutions and branded logistics services
• Process payments and manage billing
• Provide customer support through multiple channels including WhatsApp

2.2 Service Improvement

• Analyze usage patterns to improve service quality and efficiency
• Optimize delivery routes and logistics operations
• Develop new features and services
• Conduct research and analytics for business intelligence
• Monitor and ensure platform security and fraud prevention

2.3 Communication

• Send transactional notifications about your deliveries and account
• Provide customer support and respond to inquiries
• Send marketing communications about our services (with consent)
• Deliver important updates about terms, policies, or service changes
• Facilitate communication between senders and recipients

2.4 Legal and Compliance

• Comply with legal obligations and regulatory requirements
• Enforce our Terms of Service and other agreements
• Protect against fraud, abuse, and security threats
• Respond to legal requests and court orders
• Conduct internal audits and compliance monitoring

2.5 Envoy-Specific Use of envoy Data

We use envoy information specifically to:

• Verify eligibility and conduct background/document checks
• Match envoys to delivery deliveries based on location, availability, and vehicle type
• Calculate and process earnings and payouts
• Monitor safety, service quality, and compliance with conduct standards
• Investigate accidents, complaints, or disputed deliveries

2.6 Consent for Continuous Envoy Location Tracking

3. Information Sharing and Disclosure

3.1 Service Delivery Partners

We share necessary information with:

• Delivery agents and envoys for pickup and delivery coordination (including sharing relevant envoy details with Customers for matched deliveries)
• Warehouse and fulfillment partners for storage and processing
• Third-party logistics providers for interstate and specialized services
• Technology partners supporting our platform and mobile applications

3.2 White Label Partners

For white label services, we may share relevant business and operational data with partner companies while maintaining appropriate confidentiality measures.

3.3 Payment Processors

We share payment and transaction information with authorized payment processors and financial institutions to process payments and envoy payouts securely.

3.4 Legal Requirements

We may disclose information when required by law or in response to:

• Court orders, subpoenas, or legal process
• Government agency requests or investigations
• Law enforcement inquiries related to criminal activities
• Regulatory compliance requirements

3.5 Business Transfers

In the event of a merger, acquisition, or sale of assets, user information may be transferred as part of the business transaction, subject to confidentiality agreements.

3.6 Aggregated Data

We may share aggregated, anonymized data that does not identify individual users for research, analytics, and business intelligence purposes.

4. Data Security and Protection

4.1 Security Measures

We implement comprehensive security measures including:

• Encryption of data in transit and at rest using industry-standard protocols
• Secure servers with regular security updates and monitoring
• Access controls and authentication systems for internal users
• Regular security audits and vulnerability assessments
• Employee training on data protection and security practices
• Incident response procedures for potential security breaches

4.2 Payment Security

Payment information is processed through PCI DSS compliant payment processors. We do not store complete credit card information on our servers.

4.3 Data Breach Response

In the event of a data breach, we will:

• Immediately assess and contain the security incident
• Notify relevant authorities as required by law
• Inform affected users within 72 hours when feasible
• Take corrective actions to prevent future incidents
• Cooperate with regulatory investigations

5. Data Retention

We retain personal information for the following periods:

• Account Information: For the duration of your account plus 7 years for legal and tax purposes
• Transaction Records: 10 years or as required by Nigerian financial regulations
• Delivery Records: 5 years for liability and insurance purposes
• Envoy Location Data: Retained only as long as necessary for dispatch, verification, safety, and dispute purposes, and thereafter deleted or anonymized
• Marketing Data: Until consent is withdrawn or account deletion
• Legal Hold Data: Until legal matters are resolved
• Log and Security Data: 2 years or as required for security purposes

After the retention period expires, we securely delete or anonymize personal information unless longer retention is required by law.

6. Your Rights and Choices

6.1 Access and Correction Rights

Under the Nigeria Data Protection Act 2023, the NDPR, and other applicable laws, you have the right to:

• Access your personal information we hold
• Correct inaccurate or incomplete information
• Request deletion of your personal information (subject to legal retention requirements)
• Object to processing of your information for marketing purposes
• Request restriction of processing in certain circumstances
• Data portability for information you provided to us
• Withdraw consent at any time, where processing is based on consent

6.2 Communication Preferences

• Opt-out of marketing communications through email unsubscribe links
• Adjust notification settings in your account preferences
• Contact customer service to modify communication preferences
• Manage WhatsApp communication preferences through our business account

6.3 Account Management

• Update account information through your user profile
• Delete your account through account settings or customer service
• Download your data through available export features
• Manage connected third-party integrations

6.4 Exercising Your Rights

To exercise your rights, contact us at privacy@sendvoy.com or through the contact information provided below. We will respond to requests within 30 days as required by Nigerian law.

7. International Data Transfers

Your information may be transferred to and processed in countries other than Nigeria for the following purposes:

• Cloud storage and computing services
• International payment processing
• Technical support and development services
• Analytics and business intelligence platforms

When we transfer data internationally, we ensure appropriate safeguards through:

• Standard contractual clauses approved by data protection authorities
• Adequacy decisions recognizing equivalent protection levels
• Certification schemes and codes of conduct
• Contractual obligations with service providers

8. Third-Party Services

8.1 Payment Processors

We use third-party payment processors that have their own privacy policies and security measures. These include but are not limited to Paystack, Flutterwave, and other authorized Nigerian payment providers.

8.2 Analytics Services

We use analytics services to understand usage patterns and improve our Services. These services may collect information about your use of our Platform through cookies and similar technologies.

8.3 Communication Platforms

Our WhatsApp Business integration is subject to WhatsApp's privacy policy. We use this platform to provide customer support and delivery notifications with your consent.

8.4 Third-Party Links

Our Platform may contain links to third-party websites or services. We are not responsible for the privacy practices of these external services. We encourage you to review their privacy policies before sharing information.

9. Children's Privacy

Our Services are designed for businesses and individuals over 18 years of age. We do not knowingly collect personal information from children under 18. If we become aware that we have collected information from a child under 18, we will take steps to delete such information promptly.

If you believe we have collected information from a child under 18, please contact us immediately at info@sendvoy.com.

10. Changes to Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or business operations. We will notify you of material changes through:

• Email notifications to registered users
• Prominent notices on our website and mobile applications
• Push notifications through our mobile apps
• WhatsApp messages to active business customers

The updated Privacy Policy will be effective immediately upon posting unless otherwise specified. Your continued use of our Services after changes are posted constitutes acceptance of the updated Privacy Policy.

11. Contact Information

For privacy-related questions, concerns, or requests, please contact us:

• Data Protection Officer — Email: operations@sendvoy.com
• Address: C102 Zitel Plaza, P.O.W Mafemi Crescent, Utako, Abuja, Nigeria
• Website: www.sendvoy.com
• Customer Service: customerservice@sendvoy.com
• WhatsApp Business: Available through our customer service portal

Regulatory Authority

If you have concerns about our data protection practices that we cannot resolve, you may contact the Nigeria Data Protection Commission (NDPC) or other relevant regulatory authorities.

Nigeria Data Protection Commission: www.ndpc.gov.ng

This document was last updated on August 24, 2026. For the most current version, please visit www.sendvoy.com/privacy-policy.html

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