Privacy Policy

1.1 Pickah Global Limited ("Pickah", "we", "us", or "our") is a company incorporated in Nigeria with company registration number 9491586.

1.2 Our registered office address is No. 1, Comfort Plaza, Etete Road off Adesuwa Road, GRA, Edo State, Nigeria.

1.3 Pickah currently operates in Edo State, Nigeria, and intends to extend its delivery services to other states within Nigeria over time. This Policy applies to the Pickah platform wherever it is made available.

2.1 The Pickah platform supports four categories of users: customers who request deliveries, riders who fulfil delivery requests, business accounts that use Pickah for fleet management and repeat deliveries, and administrators who operate and support the platform. This Policy applies to all four categories except where a provision expressly states that it applies to one category only.

2.2 The Pickah platform is intended for use by individuals aged eighteen years and above, whether as a customer or as a rider. Pickah does not knowingly collect personal information from anyone under the age of eighteen, and any account found to belong to a person under this age will be closed.

3.1 Customer Information. When you create a customer account, we collect your name, phone number, and email address. When you request a delivery, we collect the pickup and drop-off addresses, the recipient's phone number, a description of the package being sent, and a delivery confirmation photograph taken by the rider at the point of drop-off.

3.2 Rider Information. When you apply to become a rider, we collect your name, phone number, email address, residential address, National Identification Number, date of birth, a personal photograph, and a photograph of your vehicle together with the relevant vehicle papers. As part of our rider verification process, we carry out National Identification Number verification and photographic identity verification before a rider is approved to accept delivery jobs.

3.3 Business Account Information. A business account is created using the same basic information required of a customer account, being name, phone number, and email address. No additional registration information is currently required to open a business account. Business accounts are given access to a fleet management dashboard, described further in Section 9 of the Terms and Conditions.

3.4 Delivery and Location Information. To provide accurate delivery matching and tracking, Pickah monitors the live location of the customer and the assigned rider for the duration of an active delivery. This location information is used for operational purposes, such as matching a rider to a request and displaying delivery progress, and is not permanently stored once the delivery has been completed, except as described in Section 9.

3.5 Communications. Pickah provides in-app contact masking between the customer and the rider assigned to a delivery. The masked contact channel allows both parties to communicate about the delivery without exposing their real phone numbers to one another. Pickah does not store the real phone numbers behind the masked numbers beyond what is required to operate the masking service, and does not routinely store or review the content of in-app messages exchanged between a customer and a rider, except as described in Section 9.

4.1 We use the information described in Section 3 to create and manage accounts, verify the identity of riders and business accounts, match customers to available riders, calculate delivery fares, facilitate pickup and drop off, enable in-app communication between customers and riders, process rider wallet transactions, provide customer support, respond to enquiries, resolve disputes, prevent and investigate fraud, maintain the safety and security of the platform, comply with applicable law, and improve the reliability of the Pickah platform.

4.2 Pickah does not use personal information collected through the platform to train advertising profiles for third parties, and does not use personal information for automated decision making that produces a legal or similarly significant effect on a user without the possibility of human review.

5.1 Customers pay for deliveries on a pay-on-delivery basis. Pickah does not process or store customer card or bank account details in connection with the payment for a delivery.

5.2 Riders fund an in-app wallet to become eligible to receive delivery requests. Wallet funding is processed through Paystack, a licensed third-party payment service provider. Pickah does not access or store the payment card or bank account details used to fund a rider wallet. Riders receive their delivery earnings on delivery, and no further payment step is required after a delivery is completed.

5.3 Because payment for a delivery is only collected on completion, a cancelled or failed delivery does not reach the payment stage. Where a customer or a rider disputes a completed delivery, the matter is handled through Pickah support in accordance with Section 14 of the Terms and Conditions.

6.1 Pickah works with a limited number of trusted third-party service providers to operate the platform. These providers process personal information on Pickah's behalf and only for the purposes described in this Policy. They currently include Google Maps, for mapping and route navigation, Prembly, for identity verification, Resend, for transactional email delivery, Zoho, for internal business operations, Twilio, for SMS communications, and Paystack, for rider wallet funding.

6.2 Business accounts use Pickah for fleet management. A rider must give their consent before being added to a business account's fleet, and only the rider's phone number or email address is shared with the business account for this purpose.

6.3 Pickah does not sell, rent, or license users' personal data to advertisers, data brokers, or other third parties for their own independent marketing purposes. Pickah may share limited information only where necessary to provide and operate the Pickah platform and delivery services, process payments through trusted payment service providers, verify user identities and prevent fraud, provide customer support and resolve disputes, comply with applicable laws, court orders, or lawful government requests, or work with trusted service providers who process data on Pickah's behalf under confidentiality and data protection obligations. Where required by law, Pickah will obtain a user's consent before sharing personal information for a purpose not described in this Policy.

6.4 Pickah may disclose personal information where it reasonably believes disclosure is necessary or required to comply with applicable laws, regulations, court orders, subpoenas, or other lawful governmental requests, to cooperate with law enforcement agencies during a criminal investigation, to protect the rights, safety, property, or security of Pickah, its users, riders, business partners, or the public, to detect, investigate, or prevent fraud, illegal activity, or a violation of Pickah's Terms and Conditions, or to enforce Pickah's legal rights or defend against a legal claim.

6.5 If Pickah is involved in a merger, acquisition, investment, restructuring, sale of assets, or other corporate transaction, user information may be transferred as part of that transaction. Any successor entity will be required to handle personal data in accordance with this Policy or to provide notice of any material change where required by applicable law. Except as described in this Section 6 or with a user's consent, Pickah will not disclose personal information to third parties.

7.1 Pickah uses several fraud prevention measures to protect customers, riders, and business accounts, including account verification through phone number verification and identity checks for riders and business accounts, GPS tracking to monitor rider movement during an active delivery, monitoring of unusual or repeated cancellations, rider rematching where a rider cancels or becomes unavailable, detection of suspicious activity such as repeated failed deliveries, unusual order patterns, duplicate accounts, and abnormal payment behaviour, additional verification for high-risk deliveries, delivery status tracking with timestamps and location records, monitoring for unauthorised access or duplicate fraudulent accounts, and manual review of flagged transactions by Pickah's Trust and Safety team before action is taken.

7.2 Pickah continually updates its fraud prevention measures to address emerging risks and may introduce additional safeguards without prior notice.

7.3 Where a delivery is flagged for suspected fraud, Pickah reviews available information, which may include GPS records, delivery timelines, communication logs, payment records, account history, and statements from the parties involved, before reaching a decision. Automated alerts alone do not result in permanent enforcement action without further review. This process, and the possible outcomes of a fraud review, are further described in Section 10 of the Terms and Conditions.

8.1 Pickah implements administrative, technical, and physical safeguards designed to protect personal information, including encryption of data in transit using secure HTTPS and TLS protocols, encryption of sensitive data stored on our systems where appropriate, secure authentication using password hashing and one-time password verification, role-based access controls so that only authorised personnel can access sensitive information, continuous monitoring, logging, and auditing of platform activity, regular security updates and vulnerability assessments, secure payment processing through a PCI DSS compliant third-party payment provider, and identity verification procedures for riders and business accounts.

8.2 Pickah does not store customers' full payment card details. While Pickah employs reasonable security measures, no online system can guarantee absolute security, and users are responsible for keeping their account credentials confidential.

9.1 Pickah is designed to limit the amount of personal data retained on its systems. As a general practice, live location data, delivery confirmation photographs, and in-app chat messages are not permanently stored once they have served their operational purpose for a delivery, and account information is deleted automatically when an account is closed.

9.2 Where a delivery is the subject of an active fraud review, a reported dispute, or a legal obligation, Pickah will retain the specific records relevant to that delivery, which may include location, communication, and payment records, for as long as reasonably necessary to complete the review, resolve the dispute, or satisfy the legal obligation. Once that purpose has been fulfilled, the relevant records are deleted in accordance with clause 9.1.

9.3 Where a rider's application is rejected, or a rider account is deactivated, most of the information submitted during onboarding is not retained. The rider's basic information, being name, email address, and phone number, is automatically deleted following rejection or deactivation, except where retention of any part of that information is required under clause 9.2.

10.1 Pickah maintains a data breach response process to detect, investigate, contain, and remediate security incidents. If a data breach occurs, Pickah will investigate and contain the incident, assess its nature, scope, and potential impact, take steps to prevent further unauthorised access, notify affected users without undue delay where there is a risk to their rights or personal data, notify the Nigeria Data Protection Commission or other relevant regulatory authority where required by applicable law, cooperate with law enforcement where criminal activity is suspected, and review the incident to implement corrective measures.

10.2 Where reasonably available, a breach notification will describe the incident, the categories of information affected, the actions taken by Pickah, recommended steps users should take to protect themselves, and contact information for further assistance.

11.1 Pickah is committed to complying with applicable data protection and privacy laws in every jurisdiction where it operates. Depending on the country, this may include the Nigeria Data Protection Act 2023 and regulations issued by the Nigeria Data Protection Commission, the General Data Protection Regulation for users located in the European Economic Area where applicable, and other national or regional privacy laws in countries where Pickah provides its services.

11.2 Where more than one data protection law applies to a user's personal information, Pickah will comply with the higher applicable standard to the extent required by law.

12.1 Subject to applicable law, you have the right to request access to the personal data Pickah holds about you, request correction of inaccurate or incomplete personal information, request deletion of personal data where there is no legal or legitimate business reason for continued retention, withdraw consent for processing where processing is based on consent, object to or restrict certain types of processing where permitted by law, and request a copy of your personal data in a portable format where applicable.

12.2 You may submit these requests through the Pickah app, by contacting Pickah Customer Support, or by emailing Pickah's designated privacy contact at support@pickah.com. To protect your privacy, Pickah may require identity verification before processing a request. Requests will be reviewed and responded to within the timeframe required by applicable law. Certain information may be retained where necessary to comply with a legal obligation, resolve a dispute, prevent fraud, enforce Pickah's Terms and Conditions, or maintain required business and financial records.

13.1 Pickah may update this Privacy Policy from time to time to reflect changes in its practices, its services, or applicable law. Where a change is significant, Pickah will take reasonable steps to bring it to your attention, including by updating the date at the top of this Policy. Continued use of the Pickah platform after a change takes effect constitutes acceptance of the updated Policy.

If you have a question, concern, or request relating to this Privacy Policy or how Pickah handles your information, please contact us using the details below.