This Privacy Policy explains how Pick My Order (Pty) Ltd ("Pick My Order", "we", "us", or "our") collects, uses, stores, shares, and protects your personal information when you use the Pick My Order mobile application, website, and delivery coordination services (the "Service"). We are committed to protecting your privacy in accordance with the Protection of Personal Information Act, 2013 (POPIA) and other applicable South African laws.
By creating an account or using the Service, you acknowledge that you have read and understood this Privacy Policy. Where we rely on your consent, you may withdraw it at any time through your account settings or by contacting us, subject to legal and contractual restrictions.
We collect personal information that you provide directly, information generated through your use of the Service, and limited information from third parties where necessary to operate the platform.
Account and profile information: When you register, we collect your name, mobile number, email address (if provided), profile photo (optional), and account preferences. This information is used to identify you, authenticate your account, and communicate about your deliveries.
Delivery and order information: When you request a delivery, we collect your delivery address, pickup restaurant or branch, order number, proof of payment (payment slip or receipt image), special instructions, and any notes you attach. You place and pay for your meal directly with the restaurant or ordering platform; we do not receive your full card details for the meal purchase.
Payment and wallet information: When you pay delivery fees or top up your wallet, our payment partner processes your transaction. We receive confirmation of payment status, transaction references, and limited billing metadata. We do not store your full card number or CVV on our servers.
Location information: With your permission, we may collect approximate or precise location data to confirm delivery addresses, assist drivers with navigation, and improve service coverage in supported zones such as Aliwal North and Sterkspruit.
Device and usage information: We automatically collect device type, operating system, app version, IP address, crash logs, and interaction data to maintain security, diagnose errors, and improve performance.
We process your personal information for the following purposes, based on contractual necessity, legitimate interests, legal obligations, or your consent where required:
Your data is stored using Google Firebase Cloud Firestore and related Firebase infrastructure, hosted on secure cloud servers. Payment slip images and profile assets may be stored in Firebase Storage. We implement technical and organisational measures including access controls, encryption in transit, authentication requirements, and role-based permissions for staff and drivers who require access to fulfil deliveries.
While we take reasonable steps to protect your information, no method of transmission or electronic storage is completely secure. You are responsible for safeguarding your login credentials and for ensuring that payment slips you upload do not expose sensitive financial information beyond what is necessary for verification.
We do not sell your personal information. We share information only as needed to operate the Service:
We retain personal information only for as long as necessary to fulfil the purposes described in this policy, unless a longer retention period is required or permitted by law.
Account profile data is retained while your account is active and for a reasonable period after closure to resolve disputes and meet legal obligations. Order records, payment slip images, and delivery history are typically retained for up to five years for fraud prevention, accounting, and dispute resolution. Wallet and payment transaction records are retained in line with financial record-keeping requirements. Anonymised or aggregated data that cannot identify you may be retained indefinitely for analytics.
You may request deletion of certain data subject to our legal and operational requirements. Deletion of information essential to active deliveries or pending disputes may be deferred until those matters are resolved.
As a data subject in South Africa, you have the right to request access to the personal information we hold about you, to ask for correction of inaccurate information, to object to certain processing, and to request deletion where applicable law permits. You may also lodge a complaint with the Information Regulator if you believe your rights have been infringed.
To exercise your rights, contact us through the in-app Support section or the contact details published in the app. We will respond within a reasonable timeframe and may require identity verification before fulfilling your request.
The Service is not directed at children under 12. We do not knowingly collect personal information from children without appropriate parental consent. If you believe a child has provided us with personal information without consent, please contact us so we can take appropriate action.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Material changes will be communicated through the app or by email. The "Last updated" date at the top of this page indicates when the policy was most recently revised. Continued use of the Service after changes take effect constitutes your acknowledgment of the updated policy.
If you have questions about how we handle your personal information, contact us through the in-app Support section.