Data we collect from customers
- Account details: your name and mobile number, and your email if you add one.
- Addresses: district, street, building, floor, apartment, landmark, delivery notes and the address location on the map. The customer app does not read your device location.
- Orders: items, amounts, payment method, order status and tips.
- Wallet, points and referral code, and their transaction history.
- Ratings, comments, support messages and attached photos.
Data we collect from Riders
- Application details: name, mobile number, national ID number, vehicle type, plate number and district.
- Documents you upload, such as your ID card, driving licence, vehicle licence, criminal record certificate and personal photo. We strip location data embedded in photos when they are uploaded.
- Location: your location is sent only when you share it from the Rider app, and we keep only the latest point, not a history of your movements. It is used to offer you nearby orders, and the customer sees it from when you accept their order until handover.
- Work records: deliveries, cash collected and handed over, earnings, payouts, shifts, breaks and incident reports.
Other data
- Merchants: business and owner details, commercial register, tax card, documents and payout details.
- Sign-in data: IP address, device and app type and sign-in time, and your device’s notification token.
- Website: what you enter in the contact form or join applications. The site uses a single cookie to remember your language and no advertising or analytics cookies.
- Email: your email address and the content of the messages we send you about your application or contact message.
Usage analytics in the apps
To understand how our apps are used, find faults and improve the service, the customer app, the Rider app, the Merchant portal and the operations console record usage data through PostHog, stored on its servers in the European Union. This does not apply to the calldoor.shop website.
- Events: such as opening a screen, requesting a verification code, placing or cancelling an order, and starting a shift or a break, with details such as the store and order value.
- Device data: device type, operating system, app version, and an approximate city or country derived from your IP address.
- Session recordings: a visual recording of what appears on screen while you use the app, which helps us understand problems and may show information displayed on screen, such as order details. Text you type into fields, such as numbers, addresses and messages, is masked before the recording is sent.
- After you sign in we link this data to your account ID and role (customer, Rider, Merchant or staff) only; we do not add your name, mobile number or email to your analytics profile.
We do not use this data for advertising or share it with advertisers.
How we use your data
- To fulfil your orders: sending them to the Merchant, delivering them, collecting payment and updating you.
- To run your account and sign you in with a verification code.
- To review Rider and Merchant applications and verify their documents.
- To provide support, resolve complaints and issue refunds and compensation.
- To understand how the apps are used, find faults and improve the service.
- To email you about your application or contact message.
- To protect the Platform and prevent fraud and abuse.
- To send notifications about your orders, and service announcements and offers in the app.
- To meet legal obligations such as accounting and tax requirements and requests from authorities.
We process your data because it is needed to provide the service you asked for, to comply with the law, to protect the Platform, or with your consent where that is required. We do not sell your personal data.
Retention and deletion
- We keep your account data for as long as you use your account.
- Verification codes expire within minutes and are stored hashed.
- When an account is deleted we erase your name, mobile number, email, address details, favourites, referral code and notification tokens, and end your sessions. For Riders we also erase the national ID, plate number, last location and application documents.
- After deletion we keep order, delivery, payment, settlement, rating and support records, no longer linked to your name or number, for as long as accounting, tax, legal and fraud-prevention obligations require.
Security
Data travels between the apps and our servers encrypted (HTTPS), and only team members who need it for their role can access it. No protection is perfect, but we keep our measures under review and will notify you and the authorities as the law requires if a breach affects your data.
Your rights
Under the Personal Data Protection Law you have the right to:
- Know what data we hold about you and get a copy.
- Correct or complete your data.
- Have your data erased; you can do this directly by deleting your account in the app.
- Object to or restrict processing, and withdraw your consent where processing relies on it.
- Turn off notifications at any time in your phone’s settings.
- Complain to the Personal Data Protection Center.
To use any of these rights, email [email protected] or use in-app support, and we will reply within the time limits set by law. We may confirm your identity through your registered mobile number.
Children
The Platform is for people aged 18 and over, and we do not knowingly collect children’s data. If you know a child has created an account, contact us and we will delete it.
Changes to this policy
We may update this policy. We will post the new version here with its date and tell you in the app about any significant change.
Contact us
Any question about your privacy: [email protected], in-app support, or the contact page on the website.