Privacy Policy

This Privacy Policy explains how Koola (“Koola,” “we,” “our,” or “us”) collects, uses, shares, and protects personal information for the Koola Customer App (the “Customer App” or the “Service”).

If you do not agree with this Policy, please do not use the Services.

1. Who We Are

Koola is a multi‑vendor commerce and delivery platform that connects customers, sellers, delivery agents, and pickup points through a synchronized system. Our mission is to rebuild trust in e-commerce through transparency and community engagement.

2. Scope

This Policy applies to personal information processed when you use the Customer App to:

• Browse and search for products
• Place orders and make payments
• Track deliveries or pickup status
• Interact with community agents
• Contact customer support

3. Information We Collect

We collect information you provide directly, information generated through your use of the Services, and information from device/technical signals.

3.1 Information You Provide

• Account Details: Name, email address, phone number, and password.
• Order Information: Items purchased, pickup point selection, delivery notes, and payment transaction details (processed securely by our payment partners).
• Communications: Messages sent to support, sellers, or agents via the platform.

3.2 Information Collected Through Use

• Activity Data: Timestamps of your visits, pages viewed, and interactions with features.
• Transaction History: Details of orders, cancellations, and returns.
• Delivery Tracking: Real-time status updates of your orders as they move through our logistics network.

3.3 Device and Technical Data

• Device identifiers: IP address, device type, operating system, and unique app instance IDs.
• Network Data: Mobile operator, connection type (WiFi/cellular), and signal quality.
• Crash Reports: Technical logs generated if the app malfunctions, to help us fix issues.

3.4 Location Data

We may collect your approximate location (based on IP) or precise location (with your consent) to:

• Show nearby pickup points and sellers
• Calculate estimated delivery times
• Verify delivery locations

You can control location permissions through your device settings at any time.

4. How We Use Information

We use your personal information to deliver and improve our services:

• Service Delivery: Processing orders, managing accounts, and facilitating deliveries.
• Communication: Sending order confirmations, status updates, and security alerts.
• Safety & Security: Detecting and preventing fraud, abuse, and unauthorized access.
• Improvement: Analyzing usage patterns to enhance app performance and user experience.
• Legal Compliance: Meeting regulatory requirements and responding to lawful requests.

5. Legal Bases

We rely on the following legal grounds to process your data:

• Contractual Necessity: To fulfill our Terms of Service (e.g., delivering your order).
• Legitimate Interests: To secure our platform, prevent fraud, and improve our services.
• Consent: For optional features like marketing communications or precise location tracking.
• Legal Obligation: To comply with tax, accounting, and other legal requirements.

6. Sharing of Information

We respect your privacy and do not sell your personal information. We share data only as needed:

• With Sellers & Agents: To fulfill your orders (e.g., sharing your order details with the seller and delivery address/pickup preference with the agent).
• Service Providers: Hosting, payment processing, analytics, and customer support tools.
• Legal Authorities: When required by law or to protect rights and safety.
• Business Transfers: In connection with a merger, sale, or asset transfer.

7. Data Storage and Security

We employ robust security measures including encryption, access controls, and regular security audits. While we strive to protect your data, no internet transmission is 100% secure. We encourage you to use strong passwords and enable device security features.

8. Your Choices and Rights

You have control over your data:

• Access & Update: You can view and edit your profile information within the app.
• Permissions: You can modify device permissions (camera, location, notifications) in your phone settings.
• Deletion: You can request account deletion through the app settings or by contacting support.

9. Marketing Communications

We may send you promotional emails or notifications if you opt-in. You can unsubscribe at any time via the link in the email or by adjusting your notification settings.

10. International Transfers

Data may be processed in countries where our servers or service providers are located. We ensure appropriate safeguards are in place to protect your data during such transfers.

11. Children’s Privacy

The Service is not intended for users under 13. We do not knowingly collect data from children. If you believe a child has provided us with personal data, please contact us immediately.

12. Contact Us

For any privacy-related questions or concerns, please reach out to our dedicated team:

13. Changes to This Policy

We may update this policy to reflect changes in our practices or services. We will notify you of significant changes via the app or email. The "Effective Date" at the top indicates when the latest version applies.