This Privacy Policy explains how TheSurePlug handles personal information when you use our websites, The SurePlug (Customer), SurePlug Business, SurePlug Move, and related services.
Last updated: 12 October 2026
1. Who we are
TheSurePlug (“we”, “us”, or “our”) operates a multi-sided marketplace that connects customers with local merchants and SurePlug Move partners for food delivery, package courier, and passenger rides. Our primary support contact is support@thesureplug.com. Privacy requests may also be sent to privacy@thesureplug.com.
Operating location: 12 ILE OGBO STREET, ABULE EGBA, LAGOS STATE. Product domains include https://thesureplug.com and api.thesureplug.com.
2. Scope
This policy applies to:
The SurePlug (Customer) app (iOS and Android), package/bundle ID com.thesureplug.customer
SurePlug Business (merchant) app (iOS and Android), package/bundle ID com.thesureplug.business
SurePlug Move (partner) app for food deliveries, packages, and rides (iOS and Android), package/bundle ID com.thesureplug.delivery
Our websites, including https://thesureplug.com
Customer support channels and in-app messaging related to orders, packages, rides, and accounts
Merchants and Move partners 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, packages, and rides
Cart contents, order history, special instructions
Delivery addresses and saved places (including map coordinates when provided)
Package pickup and drop-off details, receiver name and phone, size/weight notes, and handoff codes where used
Ride pickup and destination, vehicle preference (car or bike), fare offers, negotiation messages, and trip status events
Order, package, and ride status events; chat messages between parties; 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)
SurePlug Move partners and merchants may submit KYC/KYB information (e.g., government ID details, business documents, selfies, vehicle details) 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 addresses, show nearby shops, match Move partners, and support navigation during food, package, and ride jobs
Photos / media library: to set a profile picture or attach images where the product allows it
Notifications: to send order, package, and ride updates, promotions you opt into, and operational alerts
Camera: where identity verification or document capture is required for Move partners / 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, packages, rides, refunds, and support requests
Match customers with merchants and Move partners; enable live tracking
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
SurePlug Move partners receive the pickup/drop-off details, contact information as needed, and logistics for food deliveries, packages, or passenger rides they accept
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 for orders, packages, and rides.
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, package, ride, 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)
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.
