Last Updated: November 16, 2025

Effective Date: November 16, 2025

1. Introduction

Welcome to Zaibly! We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how Zaibly ("we," "us," or "our") collects, uses, shares, and protects your personal data when you use our multi-service platform, including ride-hailing, food delivery, package delivery, grocery delivery, pharmacy delivery, and digital wallet services.

By using Zaibly's services, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with our policies and practices, please do not use our services.

2. Data Controller

Zaibly Technologies Limited is the data controller responsible for your personal information. We comply with the Nigeria Data Protection Act (2023) and applicable data protection regulations.

3. Information We Collect

We collect personal information that you provide directly to us, as well as information collected automatically when you use our services.

3.1 Information You Provide

• Account Information: Name, email address, phone number, date of birth, profile photo, and password
• Identity Verification: Government-issued ID, driver's license, vehicle registration (for drivers), and biometric data where required
• Contact Details: Delivery addresses, saved locations (home, work, etc.)
• Payment Information: Credit/debit card details, bank account information, digital wallet details (processed securely through PCI DSS-compliant payment processors)
• Communication Data: Messages, feedback, support requests, ratings, and reviews
• Order Information: Items ordered, delivery instructions, special requests

3.2 Information Collected Automatically

• Location Data: Real-time GPS location, IP address-based location, Wi-Fi metadata (required for ride-hailing, delivery services, and driver matching)
• Device Information: Device type, operating system, unique device identifiers, mobile network information
• Usage Data: App features used, pages viewed, time spent on platform, search queries, order history
• Transaction Data: Payment history, wallet balance, top-up records, transaction timestamps
• Technical Data: IP address, browser type, crash logs, performance data

3.3 Information from Third Parties

• Social media platforms (if you sign up using Facebook, Google, etc.)
• Payment processors and financial institutions
• Identity verification services
• Credit reference and fraud prevention agencies
• Marketing and analytics partners

4. How We Use Your Information

We use your personal information for the following purposes:

4.1 Service Provision

• Create and manage your account
• Process bookings, orders, and deliveries
• Match customers with drivers and delivery personnel
• Process payments and maintain wallet functionality
• Provide customer support and handle complaints
• Send service-related notifications (order updates, delivery status, receipts)

4.2 Safety and Security

• Verify user identity and prevent fraud
• Monitor for suspicious activities and account security breaches
• Conduct background checks on drivers and delivery personnel
• Ensure compliance with age restrictions (e.g., alcohol, pharmacy products)
• Investigate incidents, accidents, or violations of our Terms of Service

4.3 Improvement and Personalization

• Analyze usage patterns to improve our services
• Personalize your experience with relevant recommendations
• Conduct research, surveys, and testing
• Develop new features and services
• Optimize driver routes and delivery efficiency

4.4 Marketing and Communications

• Send promotional offers, discounts, and updates (with your consent)
• Display personalized advertisements based on your preferences
• Conduct marketing campaigns and customer engagement initiatives
• Send push notifications about special deals (you can opt-out anytime)

4.5 Legal Compliance

• Comply with legal obligations and regulatory requirements
• Respond to lawful requests from law enforcement and government authorities
• Protect our rights, property, and safety, and that of our users
• Enforce our Terms of Service and other agreements
• Resolve disputes and address legal claims

5. How We Share Your Information

We will never sell or rent your personal information to third parties.

We may share your information with the following parties:

5.1 Service Providers

• Drivers and Delivery Personnel: We share your name, phone number, delivery address, and order details to facilitate service delivery
• Restaurant and Store Partners: Order details, delivery instructions, and contact information for order fulfillment
• Payment Processors: Payment information (securely tokenized) for transaction processing
• Cloud Service Providers: For data storage and hosting
• SMS and Email Service Providers: For sending notifications and communications
• Customer Support Platforms: For handling support requests

5.2 Business Partners

• Insurance providers (in case of incidents or claims)
• Analytics and marketing platforms (aggregated, anonymized data)
• Fraud detection and prevention services
• Identity verification services

5.3 Legal and Regulatory Authorities

• Law enforcement agencies when required by law
• Regulatory bodies and government authorities
• Tax authorities for tax compliance purposes
• Courts and legal counsel in case of legal proceedings

5.4 Corporate Transactions

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. We will notify you via email and/or prominent notice on our platform before your information is transferred.

6. Your Rights and Choices

You have the following rights regarding your personal information:

6.1 Access and Portability

• Request a copy of your personal data we hold
• Receive your data in a portable, machine-readable format
• Transfer your data to another service provider

6.2 Correction and Update

• Update your profile information directly in the app
• Correct any inaccurate or incomplete information
• Request verification of data accuracy

6.3 Deletion and Anonymization

• Delete your account through the app settings
• Request deletion of specific personal information
• Anonymize your data after account closure (subject to legal retention requirements)

6.4 Restriction and Objection

• Restrict how we process your data
• Object to data processing for marketing purposes
• Opt-out of personalized advertising
• Withdraw consent for optional data processing

6.5 Marketing Preferences

• Unsubscribe from marketing emails via the unsubscribe link
• Disable push notifications in your device settings
• Opt-out of SMS marketing by replying "STOP"
• Manage communication preferences in app settings

To exercise your rights, contact us at: privacy@zaibly.app

7. Data Security

We implement industry-standard security measures to protect your personal information:

• Encryption: All data transmission uses SSL/TLS encryption
• Secure Storage: Data is stored on encrypted servers with restricted access
• Payment Security: Card details are tokenized and processed through PCI DSS-compliant payment gateways
• Access Controls: Limited employee access based on role and necessity
• Firewalls and Monitoring: Continuous monitoring for security breaches and unauthorized access
• Regular Audits: Periodic security assessments and vulnerability testing
• Data Isolation: User data is segmented and isolated using advanced technology

8. Data Retention

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

Retention Periods:

• Account Data: Duration of active account + 7 years after closure (for legal and regulatory compliance)
• Transaction Records: 7 years from transaction date (as required by Nigerian tax and financial regulations)
• Support Communications: 2 years after resolution
• Marketing Data: Until you opt-out or request deletion
• Location Data: Real-time data deleted after service completion; historical data anonymized after 6 months
• Payment Information: Tokenized data retained per payment processor requirements

After the retention period, we will delete or anonymize your data unless we are legally required to retain it.

9. Location Data

Location data is essential for our services. Here's how we handle it:

9.1 Why We Collect Location Data

• Match you with nearby drivers and delivery personnel
• Calculate accurate fares and delivery fees
• Provide real-time tracking during rides and deliveries
• Optimize routes and improve efficiency
• Display nearby restaurants, stores, and pharmacies
• Ensure safety and verify service completion

9.2 How to Control Location Access

• Enable/disable location services in your device settings
• Grant "While Using App" permission instead of "Always"
• Note: Disabling location services will prevent you from using ride-hailing and delivery features

10. Third-Party Services and Links

Our platform may contain links to third-party websites, services, or integrations (e.g., payment gateways, social media platforms). We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.

Third-Party Services We Use:

• Payment processors (Paystack, etc.)
• Google Maps and location services
• Firebase (push notifications and analytics)
• Social media platforms (Facebook, Google for sign-in)
• Cloud storage providers

11. Children's Privacy

Zaibly is not intended for children under the age of 18. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at privacy@zaibly.app and we will delete the information immediately.

12. International Data Transfers

Your personal information may be transferred to and processed in countries outside Nigeria, including countries that may not have the same data protection laws. When we transfer data internationally, we ensure appropriate safeguards are in place, including:

• Standard contractual clauses approved by regulatory authorities
• Data processing agreements with service providers
• Compliance with applicable data protection regulations

13. Cookies and Tracking Technologies

We use cookies and similar tracking technologies on our website and app to:

• Remember your preferences and settings
• Analyze usage patterns and improve user experience
• Provide personalized content and recommendations
• Measure the effectiveness of marketing campaigns
• Prevent fraud and enhance security

You can control cookies through your browser settings. Note that disabling cookies may affect the functionality of our services.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service offerings. We will notify you of any material changes by:

• Sending an email to your registered email address
• Displaying a prominent notice in the app
• Updating the "Last Updated" date at the top of this policy

We encourage you to review this Privacy Policy periodically. Your continued use of our services after changes are posted constitutes your acceptance of the updated policy.

We will never modify our policies to make them less protective of your personal data without your explicit consent.

15. Contact Us

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

16. Regulatory Compliance

Zaibly complies with:

• Nigeria Data Protection Act (2023)
• Nigeria Data Protection Regulation (NDPR)
• General Data Protection Regulation (GDPR) principles where applicable
• Nigerian Communications Commission (NCC) regulations
• Central Bank of Nigeria (CBN) payment and financial regulations

17. Complaints and Disputes

If you are not satisfied with how we handle your personal data, you have the right to lodge a complaint with:

We are committed to resolving any privacy concerns you may have and will work with you to address any issues promptly.

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Thank you for trusting Zaibly with your personal information.
Your privacy and security are our top priorities.

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