Privacy Policy

Effective Date: December 2024

1. Introduction

Zovack operates a global multitenant marketplace platform that connects customers with local merchants and service providers worldwide. This Privacy Policy explains how we collect, use, process, and protect your personal information when you use our website, mobile applications, and services.

By using Zovack's services, you agree to the collection and use of information in accordance with this policy. This policy applies to all users of our platform globally, including customers, merchants, delivery partners, and visitors.

2. Information We Collect

2.1 Personal Information You Provide

• Account Information: Name, email address, phone number, date of birth, profile picture
• Address Information: Delivery addresses, billing addresses, location preferences
• Payment Information: Credit card details, bank account information, digital wallet data (processed securely by Flutterwave and other payment processors)
• Communication Data: Messages sent through our platform, customer service interactions, feedback and reviews
• Identity Verification: Government-issued ID, business registration documents (for merchants and partners)

2.2 Information Automatically Collected

• Device Information: Device type, operating system, unique device identifiers, mobile network information
• Location Data: GPS coordinates, IP address location, delivery location preferences
• Usage Data: App usage patterns, feature interactions, time spent on platform, search queries
• Technical Data: Log files, crash reports, performance metrics, API calls
• Communication Metadata: WhatsApp and Facebook Messenger interaction logs (message content is handled according to Meta's policies)

2.3 Third-Party Sources

• Social media platforms (Facebook, Google) when you connect your accounts
• Partner merchants and service providers
• Marketing and analytics partners
• Public databases and directories

3. How We Use Your Information

3.1 Service Provision

• Processing and fulfilling orders
• Facilitating payments and transactions
• Matching customers with available merchants and delivery partners
• Providing real-time order tracking and updates
• Managing your account and preferences

3.2 Communication and Support

• Sending order confirmations, updates, and delivery notifications
• Providing customer support through various channels including WhatsApp and Facebook Messenger
• Automated responses and smart replies using Facebook and WhatsApp APIs
• Responding to your inquiries, complaints, and feedback

3.3 Platform Improvement and Personalization

• Analyzing usage patterns to improve our services
• Personalizing your experience and recommendations
• A/B testing new features and services
• Developing new products and features

3.4 Marketing and Promotions

• Sending promotional offers and discounts (with your consent)
• Marketing communications via email, SMS, and in-app notifications
• Targeted advertising based on your preferences

4. Facebook and WhatsApp Integration

Zovack uses Facebook Messenger and WhatsApp Business APIs to provide enhanced customer support and communication services:

4.1 WhatsApp Integration

• Order status updates and delivery notifications
• Customer service inquiries and responses
• Automated responses for common questions
• Smart replies using AI to improve response times

4.2 Facebook Messenger Integration

• Customer support and service inquiries
• Order assistance and troubleshooting
• Promotional messages (with explicit consent)

4.3 Data Handling

• Message content is processed according to Meta's data policies
• We store conversation metadata but not message content beyond what's necessary for service provision
• All communications comply with Meta's Platform Policies and Business Messaging Guidelines

5. Information Sharing and Disclosure

5.1 Service Providers and Partners

• Payment Processors: Flutterwave and other payment partners for transaction processing
• Delivery Partners: Third-party logistics companies and individual delivery partners
• Merchant Partners: Local stores and service providers on our platform
• Technology Providers: Cloud hosting, analytics, and communication service providers

5.2 Legal and Safety Requirements

• Compliance with legal obligations and court orders
• Protection of our rights, property, or safety
• Prevention of fraud and illegal activities
• Cooperation with law enforcement agencies

5.3 Business Transfers

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

6. Global Data Transfers

As a global platform, Zovack may transfer your personal information across borders to:

• Provide services in different countries and regions
• Facilitate international transactions and deliveries
• Utilize global technology infrastructure and service providers
• Comply with local legal requirements

We ensure appropriate safeguards are in place for international transfers, including:

• Adequacy decisions by relevant data protection authorities
• Standard contractual clauses approved by regulators
• Binding corporate rules and certification schemes

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide our services to you
• Comply with legal obligations and resolve disputes
• Maintain transaction records for financial and tax purposes
• Enforce our agreements and protect our legitimate interests

Specific retention periods vary by data type and local legal requirements, typically ranging from 1-7 years after account closure or last activity.

8. Data Security

We implement comprehensive security measures including:

• Encryption of data in transit and at rest
• Multi-factor authentication and access controls
• Regular security audits and vulnerability assessments
• Employee training on data protection and security protocols
• Incident response plans and breach notification procedures

9. Your Privacy Rights

Depending on your location, you may have the following rights regarding your personal information:

9.1 Universal Rights

• Access: Request information about how we process your data
• Correction: Update or correct inaccurate personal information
• Deletion: Request deletion of your personal information (subject to legal exceptions)
• Portability: Receive a copy of your data in a machine-readable format

9.2 Additional Rights (GDPR, CCPA, and similar laws)

• Restriction: Limit how we process your data
• Objection: Object to processing based on legitimate interests
• Consent Withdrawal: Withdraw consent where processing is based on consent
• Automated Decision-Making: Opt out of automated decision-making processes

9.3 How to Exercise Your Rights

To exercise your rights, contact us through:

• Email: support@zovack.com | zovack2024@gmail.com
• In-app privacy settings
• Phone: +234 813 084 3735
• WhatsApp: +234 813 084 3735

10. Children's Privacy

Zovack's services are not intended for children under 13 (or the minimum age in your jurisdiction). We do not knowingly collect personal information from children. If we become aware that we have collected such information, we will take steps to delete it promptly.

11. Regional Privacy Notices

11.1 European Economic Area (EEA) and UK

• Legal basis for processing includes contract performance, legitimate interests, and legal compliance
• Right to lodge complaints with supervisory authorities
• Data Protection Officer contact: support@zovack.com | zovack2024@gmail.com

11.2 California Residents

• CCPA rights including the right to know, delete, and opt out of sale
• Right to non-discrimination for exercising privacy rights
• Categories of personal information collected and shared as detailed above

11.3 Other Jurisdictions

We comply with applicable privacy laws in all jurisdictions where we operate, including but not limited to Nigeria's NDPR, Canada's PIPEDA, and Australia's Privacy Act.

12. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Remember your preferences and settings
• Analyze website and app usage
• Provide personalized content and advertisements
• Ensure security and prevent fraud

You can control cookie preferences through your browser settings and our privacy preference center.

13. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, services, or legal requirements. We will:

• Notify you of material changes via email, in-app notifications, or website notices
• Post the updated policy on our website with a new effective date
• Obtain your consent for material changes where required by law

14. Contact Information

For questions about this Privacy Policy or our data practices:

• General Inquiries: support@zovack.com | zovack2024@gmail.com
• Privacy Officer: support@zovack.com | zovack2024@gmail.com
• Phone: +234 813 084 3735
• Address: Keffi Bye-pass, Opp Anglican Church, Keffi, Nasarawa State, Nigeria

Last updated: December 2024