1. Introduction

This Privacy Policy (“Policy”) outlines how Dilivar (“we,” “our,” or “us”) collects, uses, shares, and safeguards your personal information when you use the Dilivar platform (“Platform”). By accessing or using the Platform, you agree to the terms described in this Policy.

Dilivar Labs and Systems LTD. is the controller of your personal data, unless stated otherwise.

The terms “us” or “we” refer to Dilivar Labs and Systems Ltd, a private limited company registered in the Federal Republic of Nigeria. The terms “you” or “your” refer to the customer or rider who requests or receives logistics services through their Dilivar app user account.

2. Information We Collect

We adhere to the principle of data minimization and collect only the information necessary to provide you with top-quality service on our logistics services marketplace.

2.1 When you create an account, we collect personal information such as your name, email address, phone number, and any other details you provide during registration.

2.2 For riders, we may collect additional information, including your passport photograph, a valid means of identification, a guarantor’s form, and any other necessary data you provide.

2.3 For companies, we may collect company-related information such as the company name, incorporation documents, and bank account details.

2.4 Geolocation data, such as your pickup and drop-off locations, journey progress, and final destination.

2.5 Payment Information: To process payments for our services, we securely collect and store payment card information, bank account details, or other payment information via trusted third-party payment processors.

2.6 Limited identification data of the device, such as the IP address, on which the Dilivar app is installed.

2.7 Data about the usage of logistics services, including delivery status, times, and assessments of driver’s conduct by customers.

3. How We Use Your Information

We use your information to:

3.1 Facilitate delivery services, including order placement, assignment to dispatch riders, and payment processing.

3.2 Personalise your experience on the Platform, enhance our services, and optimise user interaction.

3.3 Communicate important information, updates, and promotions.

3.4 Analyze and aggregate data to enhance service quality and efficiency.

3.5 Collect data about delivery statuses, times, drivers, and customer ratings to ensure user safety, compliance with our terms and conditions, and service quality.

4. Information Sharing

We may share your information with:

4.1 Dispatch riders, companies, and customers for order fulfilment.

4.2 Trusted service providers assisting with payment processing, analytics, and technical support.

4.3 Legal authorities in response to valid legal requests.

5. Data Security

We take data security seriously and employ industry-standard security practices to protect your information from unauthorised access, alteration, or disclosure.

6. Legal Basis for Processing

We process personal data for the following legal reasons:

6.1 To fulfil our contractual obligations when providing services through the Dilivar app.

6.2 Relying on legitimate interests, including providing an innovative, safe, and profitable service, fraud prevention, and network security.

6.3 To comply with legal obligations, such as responding to valid legal requests.

6.4 To protect vital interests, such as emergencies or threats to life.

6.5 With your clear consent for specific purposes, where you have been fully informed.

7. Your Rights and Controls

You have control over your personal data:

7.1 Your right of access: Access your personal data via the Dilivar app.

7.2 Your right to rectification: Correct inaccurate information via the Dilivar app.

7.3 Your right to erasure: Request data deletion in certain circumstances.

7.4 Your right to restriction of processing: Request limited data processing in specific situations.

7.5 Your right to object to processing: Object to processing based on legitimate interests.

7.6 Your right to data portability: Request data transfer to another organisation in certain cases.

8. Retention

We retain user data only as long as necessary for the purposes mentioned above. Your data will be deleted after a certain period, except when required for legal obligations, accounting, dispute resolution, or fraud prevention.

Please note that the deinstallation of Dilivar app on your device does not cause the deletion of your personal data. If the Dilivar app has not been used for three years, we will get in touch and ask you to confirm whether you wish to keep your account active for future use. If no reply is received in a reasonable period of time, the account will be closed and personal data will be deleted unless such data is required for any purpose mentioned earlier in this privacy notice.

9. Direct Marketing

9.1 We may send direct marketing messages to your e-mail address and/or phone number when you have given us permission to do so, or under a soft opt-in basis. We may personalise direct marketing messages using information on how you use Dilivar’s services, such as how frequently you use the Dilivar app, and your logistics service preferences.

However you can opt-out of direct marketing messages at any time using the “Unsubscribe” link in our emails.

10. Automated Decision Making (Drivers)

Automated decisions, such as warnings and suspensions, are made based on your usage of delivery services in which case data about your usage of the delivery services (data about delivery status including cancellations and no-shows and data about your conduct as assessed by customers/drivers) is considered when assessing the need for a warning or suspension.

You have the right to request for human review of the decision and to contest the decision, express your point of view and obtain an explanation by contacting our customer support via our app.

11. Dispute Resolution

Disputes related to data processing are resolved through our customer support via the app. Our supervisory authority is the Nigerian Data Protection Bureau (NDPB).

12. Changes to this Policy

We may update this Policy and will notify you of significant changes.

13. Contact Us

For questions or requests related to your personal information or this Privacy Policy, contact customer support via our app or website (https://dilivar.com).

We strive to maintain transparency and ensure you understand how we collect, process, and protect your data. If you have further questions or concerns, please don’t hesitate to reach out to us