Privacy Policy

1. Introduction

Airplates ("we," "us," or "our") is a multi-vendor food delivery platform operating in Zimbabwe. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website, customer app, rider app, vendor dashboard, and related services (collectively, the "Services").

This policy applies to all users of the Services — customers placing food orders, restaurants and food vendors listing on the platform, and delivery riders fulfilling orders. By using the Services, you consent to the practices described in this policy. If you do not agree, please do not use the Services.

2. Information We Collect

Depending on how you use Airplates, we may collect the following types of information:

• Customer Information: Name, phone number, email address, delivery address, saved payment methods, order history, and order preferences or notes.
• Vendor Information: Business name, trading name, business registration details, menu and pricing data, bank or mobile-money payout details, contact person, and business address.
• Rider Information: Full name, national ID number, phone number, vehicle details, driver's licence, police clearance, and real-time GPS location while on an active delivery.
• Transaction Information: Order contents, amounts, payment method and payment reference (processed by our PCI-DSS compliant payment partners), refunds, and payout records.
• Device and Usage Information: IP address, browser or app version, device identifiers, operating system, and usage patterns on the Platform.
• Communications: In-app messages, support tickets, order notes, and reviews or ratings you submit.

3. How We Use Your Information

We use the information we collect to:

• Process and fulfil food orders, including dispatching riders and coordinating delivery.
• Enable vendors to prepare orders and manage their menus and availability.
• Enable riders to accept, navigate, and complete deliveries, including real-time location sharing during active deliveries.
• Process payments, refunds, tips, and vendor payouts.
• Communicate with you about orders, account activity, support requests, and service updates.
• Improve the Services, develop new features, and conduct analytics and fraud prevention.
• Comply with legal obligations under Zimbabwean law.
• Send promotional communications (with your consent, which you may withdraw at any time).

4. Rider Location Data

To operate the delivery service, the rider app collects precise GPS location data while a rider is online and on an active delivery. This data is used to match riders to nearby orders, provide live tracking to customers, calculate delivery distances and earnings, and investigate delivery disputes.

Rider location tracking is disabled when the rider goes offline or completes their last delivery of the session. We do not track riders outside of active working periods.

5. How We Protect Your Information

We implement appropriate technical and organisational measures to protect your personal information, including:

• Encryption of data in transit and at rest using industry-standard protocols.
• Secure server infrastructure with restricted access controls.
• Regular security assessments and compliance monitoring.
• Staff training on data protection and confidentiality.
• Tokenised payment handling — we never store full card numbers on our systems.

While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.

6. Sharing Your Information

We do not sell, trade, or rent your personal information to third parties. We may share information only in the following circumstances:

• Between Customers, Vendors, and Riders: When you place an order, the relevant vendor receives the order details and delivery address needed to prepare it, and the assigned rider receives the pickup, drop-off, and contact details needed to complete the delivery. Riders and customers see each other's first name and masked contact details during an active order.
• Payment and Payout Providers: With EcoCash, OneMoney, card processors, and banks to process payments, refunds, tips, and vendor payouts. These providers are contractually bound to protect your information.
• Service Providers: With trusted third parties who perform services on our behalf, such as cloud hosting, mapping and navigation, SMS/email delivery, and customer support tooling.
• Legal Requirements: When required by law, court order, or governmental regulation under Zimbabwean law, or to protect the rights, safety, or property of Airplates, our users, or the public.

7. Your Rights

Under Zimbabwe's Cyber and Data Protection Act [Chapter 12:07] and applicable data protection laws, you have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your personal data (subject to legal retention and transaction-record requirements).
• Object to or restrict certain processing of your data.
• Withdraw consent for marketing communications at any time.
• Lodge a complaint with the relevant data protection authority in Zimbabwe.

To exercise these rights, contact us at privacy@airplates.co.zw.

8. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy, unless a longer retention period is required or permitted by law.

If you request account deletion, we will permanently delete your personal data within 30 days, except where retention is required for legal, tax, accounting, fraud-prevention, or dispute-resolution purposes — for example, transaction and payout records that must be retained under Zimbabwean financial-record rules.

9. Cookies and Tracking Technologies

We use cookies and similar technologies on our website to keep you signed in, remember preferences, analyse usage, and support our marketing efforts. You can manage cookie preferences through your browser settings. Disabling cookies may affect the functionality of the Services.

10. Children's Privacy

Our Services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child without parental consent, we will take steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting the new policy on the Platform and updating the "Last updated" date, and — for material changes — by in-app notification or email to registered users. Your continued use of the Services after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have any questions or concerns about this Privacy Policy or our data practices, please contact us at:

Email: legal@airplatezim.com
Support: support@airplates.co.zw
Address: Airplates, Harare, Zimbabwe
Phone: +263714278329