Privacy Policy

1. Who we are

TheSurePlug (“we”, “us”, or “our”) operates a multi-sided marketplace that connects customers with local merchants and delivery partners. Our primary support contact is support@thesureplug.com. Privacy requests may also be sent to privacy@thesureplug.com.

Operating location: Lagos, Nigeria. Product domains include https://thesureplug.com and api.thesureplug.com.

2. Scope

This policy applies to:

• TheSurePlug Customer app (iOS and Android) — package/bundle ID com.thesureplug.customer
• TheSurePlug Business (merchant) and Driver apps
• Our websites, including https://thesureplug.com
• Customer support channels and in-app messaging related to orders and accounts

Merchants and drivers may be subject to additional contractual terms. Where local law requires a different standard, that standard applies to the extent required.

3. Information we collect

Account and profile

• Phone number (used for authentication and account recovery)
• Name, email address (optional or required depending on flow)
• Password (stored as a secure hash; we do not store plaintext passwords)
• Profile photo (if you choose to upload one)
• Preferred market / city settings
• Referral codes you enter or are assigned

Orders and deliveries

• Cart contents, order history, special instructions
• Delivery addresses and saved places (including map coordinates when provided)
• Order status events, chat messages between parties on an order, and support tickets
• Ratings or feedback you submit

Payments and wallet

• Payment method selection (e.g., wallet or card via Paystack)
• Transaction amounts, references, status, and timestamps
• Wallet balance and ledger entries associated with your account
• Limited payment metadata returned by our payment processor — we do not store full card PAN or CVV on TheSurePlug servers

Identity and compliance (role-dependent)

• Drivers and merchants may submit KYC/KYB information (e.g., government ID details, business documents, selfies) for verification and fraud prevention
• Bank account details for payouts where applicable

Device, usage, and diagnostics

• App version, device model, OS version
• Push notification tokens
• Approximate or precise location when you grant permission
• Crash logs, performance diagnostics, and security signals
• IP address and basic request metadata when you use our API or website

4. Device permissions

Our mobile apps may request the following permissions, only when needed for a feature:

• Location — to suggest or fill delivery addresses and show nearby shops
• Photos / media library — to set a profile picture or attach images where the product allows it
• Notifications — to send order updates, promotions you opt into, and operational alerts
• Camera — where identity verification or document capture is required for drivers/merchants

You can revoke permissions in your device settings. Some features will not work without the related permission.

5. How we use information

• Create and secure accounts; authenticate users (including phone OTP / Firebase Auth where used)
• Process orders, deliveries, refunds, and support requests
• Enable payments, wallets, and payouts
• Show relevant merchants and markets; personalize discovery within a market
• Send transactional messages and (with your preferences) promotional notifications
• Prevent fraud, abuse, and unauthorized access; enforce our Terms
• Comply with legal obligations and respond to lawful requests
• Improve reliability, safety, and product quality

6. How we share information

We share personal data only as needed to operate the platform:

• Merchants receive order details needed to fulfil your purchase
• Delivery partners receive delivery address, contact details as needed, and order logistics information
• Payment processors (e.g., Paystack) process card and related payments
• Infrastructure providers (hosting, databases, email, push notification, maps/geocoding) process data under contract
• Identity / verification vendors when KYC/KYB is required
• Authorities when required by law or to protect rights, safety, and security

We do not sell your personal information.

7. Payments

Card payments are processed by licensed payment partners. Wallet balances are maintained in our systems as account ledgers. Payment references and statuses are stored to reconcile charges, prevent double-crediting, and support disputes.

8. Retention

We retain personal data for as long as your account is active and as needed to provide the services, resolve disputes, enforce agreements, and meet legal, tax, and accounting requirements. Order and payment records are typically retained longer than marketing preferences. When you delete your account, we delete or anonymize personal data that is no longer required, subject to lawful retention needs.

9. Security

We use industry-standard measures including encrypted transport (HTTPS/TLS), hashed passwords, access controls, and monitoring. No method of transmission or storage is 100% secure; please protect your device and credentials.

10. Your rights

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

• Access the personal data we hold about you
• Correct inaccurate data
• Delete your account and related personal data (see our Delete Account page)
• Object to or restrict certain processing
• Withdraw consent where processing is consent-based (e.g., optional marketing push)
• Export a copy of certain data

To exercise these rights, contact privacy@thesureplug.com or support@thesureplug.com. We may need to verify your identity before fulfilling a request.

11. Children

TheSurePlug is not directed to children under 13 (or the minimum age required in your jurisdiction). We do not knowingly collect personal information from children. If you believe a child has provided data, contact us and we will take appropriate steps.

12. International transfers

We may process and store data in Nigeria and other countries where our providers operate. Where required, we use appropriate safeguards for cross-border transfers.

13. Changes

We may update this Privacy Policy from time to time. We will post the updated version on this page and revise the “Last updated” date. Material changes may also be communicated in-app or by email where appropriate.

14. Contact

Privacy questions: privacy@thesureplug.com
General support: support@thesureplug.com
Account deletion: https://thesureplug.com/delete-account