Privacy Policy

VirtualEdge Systems Limited (Company Reg. No. 120261043636), a company incorporated in Zambia with its registered office at 460A Off Great North Road, Shimabala, Lusaka ("we", "us", "our"), operates the Shop 'Em All mobile application and related services (collectively, the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Service.

We process personal data as a data controller in accordance with the Data Protection Act No. 3 of 2021 of the Republic of Zambia.

1. Information We Collect

1.1 Information You Provide

• Account Information: Phone number, name, email address, and profile details when you register
• Delivery Addresses: Home, work, and other saved delivery locations
• Order Information: Items ordered, quantities, payment method selected, special instructions, and order history
• Payment Information: Mobile money account details, card information (processed securely through our payment partners — we do not store full card numbers)
• Business Information: If you register as a merchant, we collect business name, registration details, business address, operating hours, and product catalogue information
• Rider/Driver Information: If you register as a rider or driver, we collect identification documents, vehicle details, and licensing information
• Communications: Messages sent through in-app support, dispute submissions, and feedback
• Conversation Data: Messages, requests, and instructions you share with Weza (our AI assistant), including transcripts of any voice input

1.2 Information Collected Automatically

• Location Data: With your permission, we collect precise location data to facilitate deliveries, ride services (YourRide), and to show nearby merchants. Location is also used for zone tagging and delivery fee calculation.
• Device Information: Device type, operating system, unique device identifiers, and push notification tokens
• Usage Data: Pages viewed, businesses browsed, search queries, items added to cart, and other interactions with the Service (collectively, "behavior events")
• Log Data: IP address, access times, app crashes, and system activity

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the Service
• Process and fulfill orders, deliveries, and ride requests
• Calculate delivery fees based on distance and zone
• Match riders and drivers with orders and ride requests
• Process payments and manage your PaySwift wallet
• Administer the Shop Points loyalty program and referral rewards
• Send order updates, delivery notifications, and service announcements via push notifications and SMS
• Provide customer support and resolve disputes
• Power Weza (our AI assistant) and improve our AI-powered services — intelligent dispatch, delivery route optimization, and personalized recommendations
• Remember your preferences and household patterns so Weza can personalize what it suggests — you can review and delete what Weza remembers (see "Your Rights")
• Detect and prevent fraud, abuse, and security incidents
• Comply with legal obligations

3. How We Share Your Information

We may share your information with:

• Merchants: Your name, delivery address, and order details are shared with the merchant fulfilling your order
• Riders and Drivers: Your name, delivery address, and phone number are shared with the rider or driver assigned to your order or ride
• Payment Processors: Payment information is shared with our payment partners to process transactions securely
• Service Providers: We use third-party services for cloud hosting (Supabase), push notifications (Firebase Cloud Messaging), maps and routing (Google Maps Platform), and AI processing (Anthropic Claude API)
• Law Enforcement: When required by law or to protect the safety of our users

We do not sell your personal information to third parties.

4. Data Storage and Security

Your data is stored on secure servers provided by Supabase (hosted in Paris, France — eu-west-3 region). We implement industry-standard security measures including:

• Row-Level Security (RLS) on all database tables
• Encrypted data transmission (HTTPS/TLS)
• Phone-based authentication with OTP verification
• Secure storage of dispute evidence files

While we strive to protect your information, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security.

5. Your Rights

Under the Data Protection Act No. 3 of 2021 of Zambia, you have the right to:

• Access: Request a copy of the personal data we hold about you
• Correction: Update or correct inaccurate information in your profile
• Deletion: Request deletion of your account and associated data
• Withdraw Consent: Disable location services or push notifications through your device settings
• Data Portability: Request your order history and account data in a portable format
• Manage Weza's Memory: View what Weza remembers about you and delete individual memory entries. Deletions are reversible for 7 days, then become permanent

To exercise any of these rights, contact us at support@virtualedge.ai.

6. Location Data

Shop 'Em All uses location data to:

• Show merchants near your current location
• Calculate delivery fees based on distance zones (R1–R4)
• Provide real-time delivery and ride tracking
• Power YourRide pickup and drop-off services
• Assign deliveries to the nearest available rider

You can disable location permissions in your device settings, but some features (ordering, ride requests) require location access to function.

7. Push Notifications, SMS, and Messaging Channels

We send push notifications and SMS messages for:

• OTP codes for account verification
• Order status updates (confirmed, preparing, out for delivery, delivered)
• Ride status updates
• Promotional offers and deals (you can opt out of promotional notifications)

We may also communicate with you and process your messages through third-party messaging channels, including WhatsApp. When you contact us or receive service messages via WhatsApp, your phone number and the content of your messages are processed through the WhatsApp Business Platform (WhatsApp Cloud API), operated by Meta Platforms Ireland Limited, and are subject to Meta's own terms and privacy policy in addition to this Policy.

8. Cookies and Analytics

Our mobile app does not use browser cookies. We collect usage analytics through behavior event tracking to improve the Service. This data is used in aggregate to understand user patterns and is not sold to third parties.

9. Children's Privacy

Shop 'Em All is intended for users aged 18 and over, consistent with our Terms of Service. We do not knowingly collect personal information from anyone under 18. If you believe someone under 18 has provided us with personal information, please contact us and we will delete it.

10. Third-Party Services

Our Service integrates with the following third-party services, each governed by their own privacy policies:

• Google Maps Platform (Google LLC) — maps, geocoding, directions
• Firebase Cloud Messaging (Google LLC) — push notifications
• Supabase Inc. — database and authentication
• Anthropic PBC — AI-powered features (powers Weza, our AI assistant)
• Africa's Talking — SMS services
• WhatsApp Business Platform (Meta Platforms Ireland Limited) — customer messaging and service notifications via WhatsApp

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy in the app and updating the "Last Updated" date above. Your continued use of the Service after changes constitutes acceptance of the updated policy.

12. Contact Us / Data Controller

The data controller responsible for your personal data is:

• Company: VirtualEdge Systems Limited
• Company Reg. No.: 120261043636
• Registered Office: 460A Off Great North Road, Shimabala, Lusaka, Lusaka Province, Zambia
• Data Protection & Privacy Enquiries: intelligence@virtualedge.ai
• Customer Support: support@virtualedge.ai