Privacy

What we collect

• Account details: name, phone number, email, profile photo and preferred language.
• Order details: pickup and drop-off addresses, cargo description, vehicle class, receiver name and delivery notes.
• Location data: the pickup and drop-off pins you enter, and the driver's live location while a trip is active.
• Payment references: the payment method, amount and provider reference returned by Selcom. Pakiza does not store card numbers or mobile-money PINs.
• Support and safety data: messages, call metadata, reports, SOS events and proof-of-delivery photos.
• Device and usage data: app version, device type, diagnostics and request identifiers.

How we use it

• To quote, match, dispatch and track deliveries.
• To process payments and reconcile settlements through Selcom.
• To verify drivers and vehicles before they can accept trips.
• To provide support, resolve disputes and investigate safety reports.
• To prevent fraud, abuse and unauthorised access.
• To send transactional messages through RafikiSMS and, where you opt in, product updates.

Location data

Customers share pickup and drop-off locations for each order. Drivers share live location while they are online and on a trip. Background location is used only for active driver trips and is disclosed in the driver app.

We do not sell location data. Map and routing providers receive the minimum coordinates needed to calculate a route.

Who we share with

• Drivers and vehicle operators: pickup, drop-off, cargo and masked contact details for the active order.
• Selcom: payment amount, currency, order reference and payer details required for checkout.
• RafikiSMS: phone number and message content required to deliver OTP and transactional SMS.
• Infrastructure providers: hosting, storage, maps and monitoring under contractual safeguards.
• Authorities: where required by law, a valid legal request or an emergency involving safety.

Payments

Payments are processed by Selcom. Pakiza receives a payment result and reference, not your full card or wallet credentials. Cash orders are recorded in the app and reconciled by Finance.

Retention

Order, payment, payout and audit records are retained for the period required by Tanzanian financial and tax rules. Support conversations and safety reports are retained only as long as needed for the investigation and legal obligations.

You may request deletion of your account. We will delete or anonymise data that is not required for legal, financial or fraud-prevention purposes.

Your choices

• Access and correct your profile in the app or by contacting support.
• Turn off promotional messages while keeping transactional messages.
• Request account deletion from the app or by email.
• Ask for a copy of your account data.

Security

Access tokens are stored in the platform secure store on mobile and in HttpOnly session cookies on the web. Staff access is permissioned and audited. We use TLS for data in transit and restrict production access to authorised staff.

Changes

We may update this policy as the product and Tanzanian rules change. Material changes will be communicated in the app before they take effect.