Privacy policy

1. Information we collect

We collect information to operate the platform, fulfill your delivery requests, and continuously improve our services.

Information you provide

• Account details: name, phone number, email address, password, and profile photo.
• Delivery details: pickup and drop-off addresses, recipient name and phone number, delivery instructions, and parcel notes.
• Parcel information: item type (such as document, medical, cloth, electronic), declared package size (S/M/L), item weight, and any optional item photos you upload.
• Payments: wallet top-up records, transaction amounts, and preferred payment method (such as Telebirr). We do not store card numbers or CVVs. Payment processing is handled by our certified payment partners.
• Vendors and partners: business name, business profile, licenses, bank or settlement details, and product or service catalogs.
• Riders (compliance): government-issued ID, driver's license, vehicle registration, shift schedules, on-duty location data, and safety-related records.

Information collected automatically

• Device and usage: device type, operating system, app version, IP address, crash logs, diagnostic data, and feature usage patterns.
• Location: your location during address selection. Rider live location for routing, ETA calculation, and live parcel tracking. Pickup and drop-off co-ordinates for order matching.
• Cookies and similar technologies: session tokens, preference data, and performance metrics that keep you signed in and improve the platform.

From third parties

• Identity verification and fraud-prevention signals from payment providers.
• Ratings and reviews submitted by other users (customers, riders, vendors).
• Publicly available information used to verify business registrations.

2. How we use your information

We use the information we collect for the following purposes.

• Deliver services: process orders, match riders, provide live parcel tracking, and complete deliveries to the right recipient.
• Parcel safety and compliance: review declared item types and parcel photos to detect potential violations of our prohibited items policy, prevent misuse, and cooperate with law enforcement where required.
• Payments: process payments, refunds, wallet top-ups, rider settlements, and vendor payouts.
• Account management: create and maintain customer, rider, and vendor accounts.
• Support and communications: send order confirmations, delivery status updates, service messages, and promotional communications. You may opt out of marketing at any time.
• Safety: age verification, fraud detection, dispute resolution, and enforcement of our terms of use and prohibited items policy.
• Operations and product improvement: analytics, quality assurance, A/B testing, and new feature development.

3. How we share your information

We do not sell your personal information to third parties. We share it only in the following circumstances.

• With riders: the sender's name, pickup address, recipient name, drop-off address, and contact number necessary to complete a delivery.
• With recipients: the rider's name, estimated arrival time, and live tracking link.
• With vendors and partners: order details, customer name and contact, and relevant delivery instructions.
• With payment providers: transaction details required for payment processing, wallet operations, and settlement.
• With service providers: secure cloud hosting partners, analytics platforms, communications tools, and customer support systems, all bound by appropriate data protection agreements.
• For legal and safety reasons: to comply with applicable Ethiopian law, respond to lawful requests from authorities, enforce our terms, or protect the rights, safety, and property of klik, our users, and the public. This includes disclosing information in connection with suspected prohibited-item shipments.
• Business transfers: in the event of a merger, acquisition, reorganization, or sale of assets, your data may be transferred as part of that transaction, subject to this policy.

4. Parcel photos and item data

When you upload an optional item photo or declare an item type during a parcel booking, that information is used to:

• Help our team resolve disputes about parcel condition at pickup and delivery.
• Support investigations into suspected prohibited-item shipments.
• Improve our machine-learning models for package size estimation and item classification (in anonymized, aggregated form only).

Item photos are stored securely and are accessible only to authorized klik staff and, where legally required, to law enforcement. Photos are deleted in accordance with our data retention schedule unless a dispute or investigation requires longer retention.

5. Legal bases (where applicable)

Where data protection law requires us to identify a legal basis for processing your personal data, we rely on the following.

• Contract: processing is necessary to perform the delivery or other service you have requested.
• Legitimate interests: to operate secure, efficient services, prevent fraud, enforce our prohibited items policy, and develop and improve the platform.
• Consent: for optional features such as marketing notifications, or precise background location access when not strictly necessary for service delivery.
• Legal obligation: financial record-keeping, tax reporting, fraud prevention, and regulatory compliance under Ethiopian law.

6. Your choices and rights

Depending on applicable law, you may have the right to:

• Access: request a copy of the personal data we hold about you.
• Correct: update inaccurate or incomplete information via your account settings or by contacting us.
• Delete: request deletion of your account or certain data, subject to lawful retention requirements.
• Portability: receive a structured digital copy of your personal data.
• Withdraw consent: opt out of marketing communications at any time through the app settings.
• Object: to certain types of processing, including profiling, where permitted by law.

To exercise any of these rights, email [email protected]. We will verify your identity before fulfilling requests and will respond within a reasonable timeframe.

7. Data retention

We retain your personal data for as long as your account is active, or for as long as is necessary to provide our services and meet our legal obligations.

• Account data is retained while your account is active and for a reasonable period after closure to resolve disputes.
• Financial and transaction records are retained for up to 7 years to meet Ethiopian regulatory and tax audit requirements.
• Parcel item photos are retained for 90 days after delivery, or longer if there is an active dispute or investigation.
• Rider compliance records (ID, license, vehicle data) are retained as required by Ethiopian transport regulations.
• Anonymized and aggregated analytics data may be retained indefinitely.

8. Security

We implement industry-standard technical and organizational safeguards to protect your personal data, including:

• Encrypted data transmission using HTTPS/TLS protocols.
• Secure, access-controlled cloud infrastructure.
• Role-based access controls limiting data access to authorized personnel only.
• Audit logging and monitoring for suspicious activity.
• Periodic security reviews aligned with guidance from the Ethiopian Information Network Security Administration (INSA).

While we take every reasonable precaution, no method of electronic transmission or storage is 100% secure. We encourage you to use a strong, unique password and to log out of your account on shared devices.

9. Children's privacy

The klik platform is intended for users who are at least 18 years of age. We do not knowingly collect personal data from individuals under 18. If we become aware that a minor has registered an account or provided personal data, we will promptly delete that information and close the account. If you believe a child has provided us with personal data, contact us at [email protected].

10. International transfers

klik operates primarily within Ethiopia. If we engage service providers or infrastructure that results in personal data being hosted or processed outside of Ethiopia, we take steps to ensure that appropriate safeguards are in place, such as contractual data protection clauses, so that your information continues to be protected in line with this policy.

11. Cookies and tracking technologies

We use cookies and similar tracking technologies on our website and app to:

• Keep you signed in across sessions.
• Remember your preferences (such as saved addresses, language settings).
• Measure platform performance and user engagement.
• Support security and fraud prevention.

You can control cookie preferences through your browser or device settings. Disabling certain cookies may affect the functionality of the platform.

12. Third-party links and services

The klik platform may contain links to third-party websites or services (such as payment providers or social media platforms). This privacy policy applies only to the klik platform. We are not responsible for the privacy practices of third-party services, and we encourage you to review their respective privacy policies before sharing any personal information.

13. Changes to this policy

We may update this privacy policy from time to time to reflect changes in our services, technology, or applicable law. When we make material changes, we will notify you via the app or by email prior to the change taking effect. The updated policy will be posted at klik.delivery/privacy-policy with a revised effective date. Your continued use of the platform after the effective date constitutes acceptance of the updated policy.