Privacy Policy

This Privacy Policy describes how Sendo (“Sendo,” “we,” “us,” or “our”) processes personal information when you use our websites, mobile applications, and related services (collectively, the “Services”). By using the Services, you acknowledge this Policy.

This is a template for product and engineering use. Have it reviewed by qualified counsel for your entity, markets, and data practices before publication.

1. Data controller

The data controller responsible for your personal information is Sendo. Contact us about privacy at privacy@sendo.express or support@sendo.express. Our public site is https://sendo.express.

2. Information we collect

2.1 You provide

• Account and profile: name, email, phone number, password or authentication tokens, language preferences, and profile photo where supported.
• Order and transaction details: delivery addresses, items, special instructions, receipts, and communications with merchants, couriers, or support.
• Merchant or courier onboarding: business information, tax or identification details where required, bank or payout details processed by payment partners.
• Support: messages, attachments, and call or chat transcripts.

2.2 Collected automatically

• Device and usage: IP address, device identifiers, browser or app version, operating system, crash logs, and in-app events (for example screens viewed or features used).
• Location: approximate location from IP; with your permission, precise location to show nearby merchants, estimate delivery times, and facilitate pickup and drop-off. You can limit location in your device settings, though some features may not work.
• Cookies and similar technologies on our web properties for authentication, preferences, security, and analytics. You can control cookies through your browser where applicable.

2.3 From others

• Merchants, payment processors, fraud-prevention vendors, and maps or routing providers may share information needed to complete orders and keep the marketplace safe.
• If you sign in through a third party (for example Apple or Google), we receive profile identifiers according to that provider’s settings.

3. How we use information

We use personal information to:

• Provide, operate, and improve the Services;
• Create and manage accounts and authenticate users;
• Process payments, payouts, refunds, and disputes with partners;
• Show relevant merchants, promotions, and estimated delivery times;
• Connect customers, merchants, and couriers for fulfillment and tracking;
• Send transactional messages (order updates, security alerts, legal notices);
• Send marketing communications where permitted, including email, push, and SMS as described below;
• Detect, prevent, and investigate fraud, abuse, and security issues;
• Comply with law and enforce our terms; and
• Analyze usage to develop new features and measure performance.

4. SMS and mobile messaging

Where available, we may send text messages for account verification, order status, delivery updates, and—with your separate consent— promotions or surveys. Message frequency varies with your activity.

Opt-out: You can stop promotional SMS by following the instructions in those messages (for example replying STOP). Reply HELP for assistance where supported. Transactional messages needed to complete a service may continue as permitted by law. Standard message and data rates may apply.

We do not sell your phone number for third-party marketing. Mobile carriers are not liable for delayed or undelivered messages.

5. Legal bases (where applicable)

If applicable law requires a “legal basis,” we rely on performance of a contract, legitimate interests (such as security and product improvement), consent (for optional marketing or certain cookies), and legal obligations.

6. Sharing

We share personal information with:

• Other users as needed to fulfill orders (for example a courier sees pickup and drop-off details you provide).
• Service providers that host data, send communications, process payments, provide maps, analytics, or customer support tools, under contracts that require protection of personal information.
• Authorities when required by law or to protect rights, safety, and integrity of Sendo and our community.
• A successor in a merger, acquisition, or asset sale, subject to this Policy or equivalent notice.

We do not sell personal information as “sale” is defined where prohibited.

7. Retention

We keep information as long as needed to provide the Services, comply with law, resolve disputes, and enforce agreements. Retention periods vary by data type and jurisdiction; some data may be aggregated or de-identified for analytics.

8. Security

We use administrative, technical, and organizational measures designed to protect personal information. No method of transmission or storage is completely secure.

9. International transfers

We may process information in countries other than where you live. Where required, we use appropriate safeguards such as standard contractual clauses or equivalent mechanisms.

10. Your rights

Depending on your location, you may have rights to access, correct, delete, or export your personal information; object to or restrict certain processing; withdraw consent where processing is consent-based; and lodge a complaint with a supervisory authority. To exercise rights, contact privacy@sendo.express. We may need to verify your request.

11. Children

The Services are not directed to children under the age where parental consent is required. We do not knowingly collect personal information from such children.

12. Changes

We may update this Policy from time to time. We will post the revised version on this page and, where appropriate, notify you through the app or by email.

13. Governing approach

Interpretation of privacy-related terms that refer to local law should be aligned with the laws applicable in the jurisdiction where Sendo operates, without regard to conflict-of-law rules, as further specified in our Terms of Service where applicable.