Skip to content
Built for businesses that are ready to grow beyond WhatsApp and spreadsheets.
Paydel

Privacy Policy

Paydel Limited Privacy Policy

Effective 11th August 2026 · Version 1.0. How we collect, use, store, share, and protect personal data across Paydel’s products and services.

Effective Date: 11th August 2026

Last Updated: 16 September 2026

Version: 1.0

This Privacy Policy explains how Paydel Limited collects, uses, stores, shares, protects and otherwise processes personal data when you use Paydel’s websites, mobile or web applications, merchant dashboards, rider dashboards, customer links, APIs, payment services, escrow services, courier services, delivery services, support channels, SMS messages, WhatsApp communications, email communications, and any other Paydel product or service.

Paydel respects your privacy and is committed to protecting your personal data in accordance with applicable data protection laws, including the Constitution of Kenya, the Data Protection Act, 2019, the Data Protection General Regulations, 2021, and other applicable laws and regulations.

By accessing or using Paydel, creating an account, placing an order, sending or receiving a package, using Paydel Escrow, using Cash on Delivery, integrating with Paydel, communicating with us, or otherwise interacting with our services, you acknowledge that you have read and understood this Privacy Policy.

This Privacy Policy should be read together with Paydel’s Terms of Service, Merchant Agreement, Customer Terms, Rider Agreement, Delivery Policy, Escrow Terms, Refund Policy, Cookie Policy, Acceptable Use Policy, and any other policy or agreement that applies to your use of Paydel.

1. Who We Are

Paydel Limited is a Kenyan technology and logistics company that provides software, escrow, payment coordination, delivery coordination, courier support, merchant tools, rider tools, customer delivery flows, order tracking, and related services for e-commerce businesses and their customers.

For purposes of this Privacy Policy:

  • Paydel, we, us, or our means Paydel Limited.
  • User, you, or your means any person who uses, accesses, interacts with, or is affected by Paydel’s services. This includes merchants, customers, riders, business staff, warehouse staff, customer support users, branch staff, developers, website visitors, payment recipients, delivery recipients, and other individuals.
  • Personal data means any information relating to an identified or identifiable natural person.
  • Processing includes collecting, recording, storing, using, sharing, disclosing, transferring, restricting, deleting, or otherwise handling personal data.
  • Data controller means the person or entity that determines why and how personal data is processed.
  • Data processor means the person or entity that processes personal data on behalf of a data controller.

Depending on the specific service, Paydel may act as a data controller, a data processor, or both.

2. Contact Details

If you have any questions, complaints, requests, or concerns about this Privacy Policy or how Paydel handles personal data, contact us through:

Data Protection Contact / Data Protection Lead:

Where required by law, you may also contact or lodge a complaint with the Office of the Data Protection Commissioner in Kenya.

3. Scope of This Privacy Policy

This Privacy Policy applies to personal data processed through:

  1. Paydel’s website.
  2. Paydel’s merchant dashboard.
  3. Paydel’s operations dashboard.
  4. Paydel’s rider dashboard.
  5. Paydel’s customer tracking pages.
  6. Paydel’s escrow and payment workflows.
  7. Paydel’s Cash on Delivery workflows.
  8. Paydel’s merchant wallet and payout workflows.
  9. Paydel’s subscription and billing systems.
  10. Paydel’s Shopify, WooCommerce, API, and website integrations.
  11. Paydel’s courier and delivery workflows.
  12. Paydel’s SMS, email, WhatsApp, phone, and support channels.
  13. Paydel’s fraud-prevention, security, compliance, and audit systems.
  14. Any other Paydel product, feature, service, or communication channel.

This Privacy Policy applies whether you interact with Paydel directly or indirectly, including where a merchant, rider, courier partner, payment provider, or other third party provides your information to Paydel for order, payment, escrow, delivery, support, compliance, security, or dispute-resolution purposes.

4. Our Role as Data Controller and Data Processor

Paydel may process personal data in different capacities.

4.1 When Paydel Acts as a Data Controller

Paydel acts as a data controller where we decide why and how personal data is processed. This may include processing personal data for:

  1. Creating and managing Paydel accounts.
  2. Verifying merchant, rider, staff, and business identities.
  3. Providing Paydel Escrow.
  4. Providing Paydel Courier services.
  5. Managing Paydel subscriptions and billing.
  6. Preventing fraud and abuse.
  7. Managing complaints and disputes.
  8. Complying with tax, regulatory, legal, audit, and law-enforcement obligations.
  9. Protecting Paydel’s platform, users, merchants, riders, customers, and business.
  10. Improving Paydel’s services.
  11. Sending service-related communications.
  12. Maintaining business records.

4.2 When Paydel Acts as a Data Processor

Paydel may act as a data processor where a merchant or business customer determines the purpose and means of processing, and Paydel processes personal data on that merchant’s behalf.

This may apply where a merchant uses Paydel to:

  1. Store customer order information.
  2. Manage customer deliveries.
  3. Assign merchant-owned riders.
  4. Manage inventory or branch operations.
  5. Track orders created by the merchant.
  6. Send customer notifications.
  7. Integrate Paydel with the merchant’s website, Shopify store, WooCommerce store, ERP, CRM, or other business system.

Where Paydel acts as a processor, the merchant remains responsible for ensuring that it has a lawful basis to collect and share personal data with Paydel.

4.3 Merchant Responsibilities

Merchants using Paydel must ensure that:

  1. They lawfully collect customer, rider, staff, and recipient data.
  2. Their own privacy notices disclose the use of Paydel where required.
  3. They have authority to share personal data with Paydel.
  4. They do not upload unlawful, excessive, inaccurate, misleading, or unnecessary personal data.
  5. They comply with applicable data protection, consumer protection, tax, employment, and e-commerce laws.

5. Personal Data We Collect

The personal data Paydel collects depends on how you use Paydel and your relationship with us.

5.1 Account and Identity Data

We may collect:

  1. Full name.
  2. Business name.
  3. National identification information, where required.
  4. Passport information, where required.
  5. KRA PIN, where required.
  6. Business registration details.
  7. Director, owner, manager, or authorised representative details.
  8. Date of birth, where required for verification.
  9. Gender, where voluntarily provided or operationally required.
  10. Profile photo, where required for rider, staff, or identity verification.
  11. Signature or consent records.
  12. Login credentials and authentication information.
  13. Role, job title, permissions, and access level.

5.2 Contact Data

We may collect:

  1. Phone number.
  2. Email address.
  3. Delivery address.
  4. Pickup address.
  5. Billing address.
  6. Business address.
  7. Branch address.
  8. County, town, estate, building, road, floor, apartment, landmark, or delivery instructions.
  9. Emergency contact information, where applicable.

5.3 Order and Delivery Data

We may collect:

  1. Order number.
  2. Package details.
  3. Item names and descriptions.
  4. Item quantities.
  5. Item prices.
  6. Declared package value.
  7. Delivery fee.
  8. Delivery route.
  9. Pickup location.
  10. Drop-off location.
  11. Delivery status.
  12. Customer notes.
  13. Merchant notes.
  14. Rider notes.
  15. Delivery attempts.
  16. Return or exchange information.
  17. Proof of pickup.
  18. Proof of delivery.
  19. OTP confirmation status.
  20. Inspection and try-on status.
  21. Photos or records relating to damaged, returned, exchanged, missing, or disputed items.

5.4 Payment and Transaction Data

We may collect:

  1. M-Pesa phone number.
  2. Payment reference.
  3. STK Push status.
  4. Transaction code.
  5. Payment amount.
  6. Payment method.
  7. Payment date and time.
  8. Wallet balance records.
  9. Merchant payout records.
  10. Withdrawal details.
  11. Bank or mobile-money settlement details.
  12. Refund records.
  13. Chargeback or reversal details.
  14. Subscription billing information.
  15. Invoice and receipt information.
  16. Tax and eTIMS-related records.
  17. Escrow funding and release records.
  18. COD collection records.
  19. Cash collection confirmations.

Paydel does not intentionally collect full card numbers, CVV codes, or card PINs. Where card payments are enabled, card information should be processed by authorised payment service providers according to their own security standards.

5.5 Rider and Operations Data

For riders, delivery staff, operations staff, and similar users, we may collect:

  1. Rider name.
  2. Phone number.
  3. Identification details.
  4. Profile photo.
  5. Vehicle or motorbike details.
  6. Licence details, where required.
  7. Delivery assignments.
  8. Pickup and drop-off history.
  9. Route and location data.
  10. Performance records.
  11. Cash handling records.
  12. Failed delivery records.
  13. Customer feedback.
  14. Incident reports.
  15. Disciplinary or safety records, where applicable.
  16. Device and app usage records.
  17. Proof of delivery, proof of pickup, and OTP activity.

5.6 Location Data

We may collect location data where necessary for:

  1. Pickup.
  2. Delivery.
  3. Rider assignment.
  4. Route planning.
  5. ETA calculation.
  6. Fraud prevention.
  7. Delivery confirmation.
  8. Customer support.
  9. Safety and incident investigation.
  10. Proof of service.

Location data may be collected from addresses, map pins, GPS, rider devices, customer-provided information, merchant-provided information, or operational records.

5.7 Device, Technical and Usage Data

We may collect:

  1. IP address.
  2. Browser type.
  3. Device type.
  4. Operating system.
  5. Device identifiers.
  6. Login time.
  7. Session information.
  8. Pages visited.
  9. Features used.
  10. Error logs.
  11. Security logs.
  12. API requests.
  13. Webhook logs.
  14. Cookies and similar technologies.
  15. Approximate location derived from IP address.
  16. Network information.
  17. System performance data.
  18. Crash reports.
  19. Audit logs.

5.8 Communications Data

We may collect records of communications between you and Paydel, including:

  1. SMS.
  2. Email.
  3. Phone calls.
  4. WhatsApp messages.
  5. In-app messages.
  6. Support tickets.
  7. Chat messages.
  8. Complaint records.
  9. Dispute records.
  10. Feedback.
  11. Survey responses.
  12. Merchant onboarding communications.
  13. Rider onboarding communications.

Calls may be recorded where lawful and necessary for quality, training, security, fraud prevention, dispute resolution, or evidence purposes.

5.9 Fraud, Risk and Compliance Data

We may collect and generate data relating to:

  1. Identity verification.
  2. Account risk.
  3. Merchant risk.
  4. Rider risk.
  5. Customer risk.
  6. Suspicious activity.
  7. Fraud patterns.
  8. Delivery manipulation.
  9. Payment abuse.
  10. Chargeback abuse.
  11. OTP misuse.
  12. GPS spoofing.
  13. Device risk.
  14. Account takeover risk.
  15. Duplicate accounts.
  16. Sanctions, watchlist, law-enforcement, or regulatory screening, where applicable.
  17. Compliance reviews.
  18. Audit trails.

5.10 Sensitive Personal Data

Paydel does not generally require sensitive personal data. However, sensitive personal data may be processed in limited circumstances where required or permitted by law, such as:

  1. Identity verification.
  2. Legal claims.
  3. Safety incidents.
  4. Fraud investigations.
  5. Employment or rider-related processes.
  6. Regulatory or law-enforcement requests.
  7. Health or disability information voluntarily provided where relevant to delivery accessibility or support.

We will only process sensitive personal data where we have a lawful basis and where appropriate safeguards are in place.

5.11 Children’s Data

Paydel is not intended for use by children. Users must not create Paydel accounts or use Paydel services if they are below the legal age required to enter into binding contracts.

We do not knowingly collect personal data from children without appropriate authority, consent, or lawful basis. If we become aware that children’s personal data has been collected improperly, we will take appropriate steps to delete, restrict, or lawfully manage that data.

Merchants must not use Paydel to process children’s personal data unless they have a lawful basis and have complied with all applicable legal requirements.

6. How We Collect Personal Data

We collect personal data from:

  1. You directly.
  2. Merchants.
  3. Customers.
  4. Riders.
  5. Business staff.
  6. Courier partners.
  7. Payment providers.
  8. Banks and mobile-money providers.
  9. Shopify, WooCommerce, websites, APIs, and other integrations.
  10. Customer support interactions.
  11. Delivery and pickup activities.
  12. Fraud, compliance, and security tools.
  13. Public or official sources, where lawful.
  14. Regulators, courts, tax authorities, law-enforcement agencies, or other competent authorities.
  15. Cookies, logs, analytics tools, and similar technologies.

7. Why We Process Personal Data

We process personal data for the following purposes.

7.1 To Provide Paydel Services

We process personal data to:

  1. Create and manage accounts.
  2. Onboard merchants.
  3. Onboard riders.
  4. Receive orders.
  5. Create packages.
  6. Assign riders.
  7. Coordinate pickup.
  8. Coordinate delivery.
  9. Track package status.
  10. Send delivery notifications.
  11. Generate OTPs.
  12. Confirm pickup and delivery.
  13. Process returns and exchanges.
  14. Manage merchant wallets.
  15. Manage escrow.
  16. Manage COD.
  17. Process refunds.
  18. Process payouts.
  19. Provide support.
  20. Maintain service records.

7.2 To Process Payments, Escrow, COD and Payouts

We process personal data to:

  1. Initiate STK Push requests.
  2. Confirm M-Pesa payments.
  3. Match payment references to orders.
  4. Record COD collections.
  5. Hold and release escrow funds.
  6. Process merchant payouts.
  7. Apply transaction fees.
  8. Apply subscription fees.
  9. Handle failed payments.
  10. Process refunds and reversals.
  11. Reconcile transactions.
  12. Maintain audit trails.
  13. Prevent payment fraud.
  14. Comply with financial, accounting, tax, and legal obligations.

7.3 To Support Delivery and Courier Operations

We process personal data to:

  1. Identify pickup and delivery locations.
  2. Route riders.
  3. Assign packages.
  4. Confirm recipient availability.
  5. Verify identity or delivery authority.
  6. Confirm delivery through OTP, signature, photo, or other proof.
  7. Investigate delayed, failed, lost, damaged, returned, or disputed deliveries.
  8. Coordinate with third-party couriers where applicable.
  9. Improve delivery performance.

7.4 To Protect Against Fraud and Misuse

We process personal data to:

  1. Detect fraud.
  2. Prevent identity theft.
  3. Prevent fake merchants.
  4. Prevent fake orders.
  5. Prevent payment abuse.
  6. Prevent account takeovers.
  7. Prevent rider theft or collusion.
  8. Prevent OTP manipulation.
  9. Prevent chargeback abuse.
  10. Prevent money laundering.
  11. Prevent illegal goods movement.
  12. Enforce Paydel’s Terms and policies.
  13. Protect Paydel, merchants, customers, riders, and the public.

7.5 To Comply With Law

We process personal data to comply with:

  1. Data protection laws.
  2. Tax laws.
  3. Courier and logistics laws.
  4. Payment and financial services requirements.
  5. Anti-money laundering obligations, where applicable.
  6. Consumer protection requirements.
  7. Accounting and audit obligations.
  8. Employment and contractor obligations.
  9. Court orders.
  10. Regulator requests.
  11. Law-enforcement requests.
  12. Record-keeping obligations.
  13. Legal claims and dispute resolution.

7.6 To Communicate With You

We process personal data to send:

  1. Account messages.
  2. Order updates.
  3. Pickup messages.
  4. Delivery messages.
  5. OTP messages.
  6. Payment confirmations.
  7. Escrow updates.
  8. Refund updates.
  9. Subscription notices.
  10. Security alerts.
  11. Policy updates.
  12. Support responses.
  13. Complaint responses.
  14. Service announcements.
  15. Marketing messages, where allowed.

You may opt out of marketing communications where applicable. However, you may still receive operational, transactional, legal, security, payment, or service-related messages.

7.7 To Improve Paydel

We process personal data to:

  1. Improve our platform.
  2. Fix bugs.
  3. Monitor system performance.
  4. Develop new features.
  5. Improve security.
  6. Improve routing.
  7. Improve merchant tools.
  8. Improve customer experience.
  9. Improve rider experience.
  10. Analyse usage trends.
  11. Train support and operations teams.
  12. Generate internal reports.

Where practical, we use aggregated, anonymised, or pseudonymised data for analytics and reporting.

8. Lawful Bases for Processing

Paydel processes personal data only where we have a lawful basis. Depending on the activity, our lawful basis may include:

  1. Performance of a contract with you.
  2. Taking steps before entering into a contract.
  3. Compliance with a legal obligation.
  4. Your consent.
  5. Legitimate interests pursued by Paydel or a third party, where such interests are not overridden by your rights and freedoms.
  6. Protection of vital interests, such as safety or emergency situations.
  7. Performance of a task carried out in the public interest, where applicable.
  8. Establishment, exercise, or defence of legal claims.

Where we rely on consent, you may withdraw consent at any time, subject to legal, contractual, operational, security, fraud-prevention, or record-keeping requirements.

Withdrawing consent does not affect processing that occurred before withdrawal.

9. Direct Marketing

Paydel may send marketing communications where allowed by law, including information about Paydel products, merchant tools, delivery services, escrow, COD, subscriptions, integrations, offers, product updates, events, or educational content.

We will provide a way to opt out of direct marketing where required.

We will not sell your personal data to advertisers.

We may use limited contact, account, and usage data to understand which Paydel products may be relevant to merchants, customers, or users, provided this is done lawfully and with appropriate safeguards.

10. Cookies and Similar Technologies

Paydel may use cookies, pixels, tags, local storage, SDKs, and similar technologies to:

  1. Keep you logged in.
  2. Remember your preferences.
  3. Secure the platform.
  4. Prevent fraud.
  5. Analyse website usage.
  6. Improve performance.
  7. Measure marketing effectiveness.
  8. Understand user journeys.
  9. Support customer service.

Some cookies are necessary for the platform to function. Others may be optional, depending on the service and applicable law.

You may control cookies through your browser settings. However, disabling some cookies may affect Paydel’s functionality.

More information may be provided in Paydel’s Cookie Policy.

11. How We Share Personal Data

Paydel may share personal data where lawful and necessary.

11.1 Merchants

We may share customer, order, payment, delivery, refund, return, exchange, and support data with the merchant responsible for the relevant order.

11.2 Customers

We may share limited merchant, rider, package, delivery, tracking, payment, refund, or support information with customers where necessary to provide the service.

11.3 Riders and Delivery Personnel

We may share customer name, phone number, delivery address, order details, package details, payment status, OTP status, and delivery instructions with riders or delivery personnel where necessary for pickup, delivery, return, exchange, or customer support.

11.4 Courier Partners

Where a package is handed to a third-party courier, we may share relevant sender, recipient, package, value, delivery, contact, and tracking information with that courier.

11.5 Payment Providers, Banks and Mobile-Money Providers

We may share or receive information from payment providers, banks, mobile-money providers, card processors, fraud-prevention providers, and settlement partners to process payments, confirm transactions, prevent fraud, handle refunds, and comply with law.

11.6 Technology Providers

We may share data with technology service providers who support:

  1. Cloud hosting.
  2. Databases.
  3. SMS.
  4. Email.
  5. Maps.
  6. Analytics.
  7. Logging.
  8. Authentication.
  9. Customer support.
  10. Payment processing.
  11. Fraud prevention.
  12. Security.
  13. Monitoring.
  14. Backup.
  15. Software development.

11.7 Professional Advisers

We may share information with lawyers, auditors, accountants, insurers, consultants, tax advisers, cybersecurity advisers, investigators, or other professional advisers where necessary.

11.8 Authorities and Legal Processes

We may disclose personal data to:

  1. Courts.
  2. Regulators.
  3. Tax authorities.
  4. Law-enforcement agencies.
  5. Government agencies.
  6. The Office of the Data Protection Commissioner.
  7. Communications or courier regulators.
  8. Payment or financial-sector authorities.
  9. Any other competent authority.

We may do this where required by law, court order, regulatory request, investigation, legal claim, national security requirement, public safety requirement, fraud investigation, or to protect Paydel’s rights and users.

11.9 Business Transfers

If Paydel is involved in a merger, acquisition, investment, financing, restructuring, sale of assets, insolvency, or similar transaction, personal data may be disclosed to potential or actual buyers, investors, lenders, advisers, or successors, subject to appropriate safeguards.

12. International Transfers

Paydel may transfer, store, access, or process personal data outside Kenya where necessary for cloud hosting, communication tools, payment services, analytics, fraud prevention, support, security, backup, or other lawful business purposes.

Where personal data is transferred outside Kenya, Paydel will take appropriate steps required by law. These may include:

  1. Assessing whether the destination has adequate data protection safeguards.
  2. Using contractual safeguards.
  3. Conducting transfer risk assessments.
  4. Limiting the data transferred.
  5. Applying security controls.
  6. Documenting the transfer.
  7. Obtaining consent where required.
  8. Complying with any applicable ODPC requirements.

13. Data Security

Paydel uses appropriate technical, organisational, contractual, and administrative measures to protect personal data against unauthorised access, disclosure, alteration, loss, misuse, destruction, or unlawful processing.

These measures may include:

  1. Access controls.
  2. Role-based permissions.
  3. Multi-factor authentication.
  4. Encryption where appropriate.
  5. Secure software development practices.
  6. Audit logs.
  7. Monitoring.
  8. Backups.
  9. Firewalls.
  10. Security testing.
  11. Secrets management.
  12. Staff confidentiality obligations.
  13. Vendor due diligence.
  14. Incident response procedures.
  15. Account verification.
  16. Fraud monitoring.
  17. Payment controls.
  18. Maker-checker approval workflows for sensitive actions.

No system is completely secure. You are responsible for keeping your login credentials confidential and for ensuring that your devices, accounts, staff, riders, and integrations are used securely.

If you suspect unauthorised access to your Paydel account, contact us immediately.

14. Data Retention

Paydel keeps personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer period is required or permitted by law.

We apply the following periods, which match common tax, AML, and operations practice for payments and logistics businesses in Kenya:

  1. Orders, deliveries, payments, wallets, KYC, and tax records — 7 years. After that we keep amounts, fees, and status, and we anonymise customer names, phones, and addresses.
  2. Support, SMS, and notification logs — 24 months, then deleted.
  3. Marketing leads — 12 months from last activity, then deleted.
  4. Routine sign-in and authentication security events — 12 months, then deleted. Other security and audit events — 7 years.
  5. One-time passwords — 5 minutes. Team and admin invitations — 7 days.
  6. Backup copies may remain for up to 90 days after deletion from live systems.
  7. Settlement ledger amounts are never deleted.

A longer period may still apply where we must keep records for a court, regulator, tax authority, dispute, or fraud investigation.

Where data is no longer required, we delete, anonymise, aggregate, archive, or restrict it.

15. Your Rights

Subject to applicable law, you may have rights in relation to your personal data, including the right to:

  1. Be informed about how your personal data is processed.
  2. Access your personal data.
  3. Request correction of inaccurate or incomplete data.
  4. Request deletion or erasure of personal data.
  5. Object to processing.
  6. Restrict processing.
  7. Withdraw consent where processing is based on consent.
  8. Request transfer or portability of your data where applicable.
  9. Object to direct marketing.
  10. Not be subject to certain decisions based solely on automated processing, where applicable.
  11. Lodge a complaint with Paydel or the Office of the Data Protection Commissioner.

These rights may be limited where Paydel has legal, contractual, tax, regulatory, security, fraud-prevention, public-interest, or dispute-resolution grounds to continue processing or retaining certain data.

For example, Paydel may be unable to delete transaction, escrow, delivery, tax, fraud, audit, or legal records immediately if retention is required to comply with law, defend claims, prevent fraud, complete an order, resolve a dispute, or maintain accurate business records.

16. How to Exercise Your Rights

To exercise your rights, contact us using the contact details in this Privacy Policy.

We may ask you to verify your identity before responding to your request.

When submitting a request, please include:

  1. Your full name.
  2. Your phone number or email address.
  3. Your relationship with Paydel.
  4. The specific right you wish to exercise.
  5. The relevant account, order, transaction, delivery, or merchant details.
  6. Any information that helps us locate the relevant data.

We will respond within the period required by applicable law, unless an extension is permitted or required due to the complexity, volume, legal sensitivity, or nature of the request.

We may refuse, limit, or delay a request where permitted by law, including where a request is excessive, repetitive, fraudulent, unlawful, compromises another person’s rights, affects security, interferes with legal claims, or conflicts with legal obligations.

17. Complaints

If you believe Paydel has mishandled your personal data, you may contact us first so that we can investigate and respond.

Complaints should be sent to:

Please include:

  1. Your name.
  2. Your contact details.
  3. A description of your complaint.
  4. Any relevant account, transaction, order, delivery, rider, merchant, or payment details.
  5. Supporting evidence, if available.

You may also lodge a complaint with the Office of the Data Protection Commissioner in Kenya where applicable.

18. Automated Processing, Risk Scoring and Fraud Detection

Paydel may use automated or semi-automated systems to support:

  1. Fraud detection.
  2. Risk scoring.
  3. Account security.
  4. Merchant verification.
  5. Rider verification.
  6. Payment monitoring.
  7. Delivery monitoring.
  8. Abuse prevention.
  9. Account suspension recommendations.
  10. Route optimisation.
  11. Customer support prioritisation.
  12. System alerts.

These systems may consider factors such as payment activity, failed deliveries, repeated disputes, unusual account behaviour, delivery inconsistencies, device information, location patterns, duplicate accounts, refund patterns, chargeback patterns, OTP activity, and security signals.

Where a decision has a significant effect on you, Paydel will provide appropriate review mechanisms where required by law.

Paydel may suspend, restrict, hold, review, or investigate accounts, payments, payouts, deliveries, wallets, escrow funds, or platform activity where fraud, security risk, legal risk, or policy breach is suspected.

19. Merchant Staff, Riders and Business Users

If you are added to a Paydel business account by a merchant, your personal data may be visible to authorised users within that merchant’s account according to role permissions.

Merchant account owners and administrators may be able to:

  1. Add or remove users.
  2. Set permissions.
  3. View order activity.
  4. View delivery activity.
  5. View customer support activity.
  6. View rider assignments.
  7. View branch activity.
  8. View inventory activity.
  9. View wallet and payout activity, depending on permissions.
  10. Access audit logs.

Merchants are responsible for ensuring that they add only authorised users and assign appropriate permissions.

If your employer, contractor, merchant, or business gives you access to Paydel, your use may also be subject to that organisation’s internal policies.

20. API, Shopify, Website and Third-Party Integrations

Where merchants connect Paydel to Shopify, WooCommerce, websites, ERPs, CRMs, payment providers, courier systems, or other third-party services, personal data may be exchanged between Paydel and those systems.

Merchants are responsible for:

  1. Ensuring they have authority to connect third-party systems.
  2. Ensuring their privacy notices disclose relevant integrations.
  3. Ensuring their third-party apps are lawful and secure.
  4. Managing access tokens, API keys, and credentials securely.
  5. Ensuring data sent to Paydel is accurate, lawful, and necessary.
  6. Disabling integrations when no longer needed.

Paydel is not responsible for the privacy practices of third-party platforms that are not controlled by Paydel.

21. Third-Party Websites and Services

Paydel may contain links to third-party websites, payment providers, courier partners, merchant stores, maps, social media pages, support tools, or other services.

This Privacy Policy does not apply to third-party websites or services that Paydel does not control.

You should review the privacy policies of third parties before using their services or providing personal data to them.

22. Data Accuracy

You are responsible for providing accurate and up-to-date information.

Merchants are responsible for ensuring that customer, order, staff, rider, branch, inventory, and delivery information submitted to Paydel is accurate.

Customers are responsible for providing accurate delivery, payment, and contact information.

Riders and staff are responsible for keeping their contact, identity, and operational details accurate.

Paydel may not be responsible for failed deliveries, wrong deliveries, failed payments, wrong payouts, disputes, or losses caused by inaccurate, incomplete, outdated, fraudulent, or misleading information provided by users, merchants, riders, customers, or third parties.

23. Data Provided by Other People

You must not provide personal data about another person to Paydel unless you have a lawful basis and authority to do so.

If you provide another person’s personal data to Paydel, you confirm that:

  1. You are authorised to provide that data.
  2. The data is accurate.
  3. The person has been informed where required.
  4. The person has consented where consent is required.
  5. Providing the data does not violate any law, contract, duty, or right.

This applies to merchants uploading customer details, customers providing recipient details, riders submitting delivery information, and business users adding staff or rider accounts.

24. Public Reviews, Testimonials and Feedback

If you provide a review, testimonial, rating, feedback, case study, comment, or public statement about Paydel, we may use it for service improvement, marketing, merchant education, investor materials, sales materials, website content, or social media, where lawful.

Where required, we will seek consent before using your name, image, logo, personal story, or identifiable statement in public marketing.

You should not include sensitive or confidential information in public reviews or comments.

26. Data Breaches and Security Incidents

If Paydel becomes aware of a personal data breach or security incident, we will assess the incident and take appropriate steps, which may include:

  1. Investigating the incident.
  2. Containing the incident.
  3. Securing affected systems.
  4. Assessing affected data.
  5. Notifying affected persons where required.
  6. Notifying the Office of the Data Protection Commissioner where required.
  7. Notifying other competent authorities where required.
  8. Preserving evidence.
  9. Improving controls to reduce recurrence.

Users must immediately notify Paydel of suspected unauthorised access, compromised credentials, account misuse, API key leaks, suspicious transactions, or any security incident affecting Paydel data.

27. Confidentiality

Paydel requires employees, contractors, riders, support staff, technical staff, and relevant service providers to protect personal data and confidential information.

Users must also protect confidential information they access through Paydel.

Merchants must ensure that their staff, riders, branches, support users, warehouse users, developers, contractors, and agents handle Paydel data and customer data confidentially and securely.

28. When We May Restrict Access to Data

Paydel may restrict, suspend, delay, or deny access to personal data, account data, transaction data, payout data, delivery data, or logs where necessary to:

  1. Prevent fraud.
  2. Protect security.
  3. Protect another person’s rights.
  4. Comply with law.
  5. Comply with a court order.
  6. Comply with a regulator request.
  7. Preserve evidence.
  8. Investigate suspicious activity.
  9. Prevent tampering.
  10. Resolve disputes.
  11. Protect Paydel’s legal position.
  12. Prevent unauthorised disclosure.

29. Data Anonymisation and Aggregation

Paydel may anonymise, de-identify, aggregate, or pseudonymise data for:

  1. Analytics.
  2. Reporting.
  3. Product improvement.
  4. Market insights.
  5. Fraud pattern detection.
  6. Operational planning.
  7. Investor reporting.
  8. Performance benchmarking.
  9. Pricing analysis.
  10. Research and development.

Where data is properly anonymised so that it no longer identifies an individual, it may no longer be treated as personal data under applicable law.

30. Changes to This Privacy Policy

Paydel may update this Privacy Policy from time to time to reflect changes in law, regulation, technology, services, operations, business structure, security practices, or user feedback.

When we make material changes, we may notify users through:

  1. Website notice.
  2. App notice.
  3. Email.
  4. SMS.
  5. Dashboard notice.
  6. Updated policy date.
  7. Any other appropriate channel.

Your continued use of Paydel after an updated Privacy Policy becomes effective means you acknowledge the updated Privacy Policy.

If you do not agree with the updated Privacy Policy, you should stop using Paydel and contact us regarding closure of your account, subject to legal, contractual, payment, tax, fraud-prevention, and record-retention requirements.

32. Final Statement

Paydel is built on trust. We process personal data to make e-commerce safer, more reliable, more transparent, and more accountable for merchants, customers, riders, and partners.

We are committed to handling personal data responsibly, lawfully, securely, and transparently.

We use optional analytics cookies to understand how the marketing site is used. Essential site functionality works without them. Read our Privacy Policy.