01
Who this policy applies to
This policy applies to visitors of the Simba Express website, users of the Simba Express apps, customers placing orders, drivers, partners, enterprise users, country representatives and people contacting Simba Express through WhatsApp, call-center or support channels.
It covers personal data processed in connection with parcel delivery, vehicle booking, shopping, address certification, payments, logistics operations, customer service, marketing, fraud prevention, compliance and business administration.
02
Information Simba Express may collect
- Identity and contact data such as name, phone number, email, city, pickup and delivery addresses.
- Order and transaction data such as service type, delivery instructions, parcels, merchant details, timing, pricing and payment reference information.
- Location and route data where needed to arrange pickups, deliveries, live tracking, driver dispatch and proof of completion.
- Device and usage data such as browser type, app version, language, IP, session logs and on-site activity for security and analytics.
- Support data such as WhatsApp messages, AI conversations, human-agent escalations, call-center records, complaints and service follow-up notes.
- Verification and business data for drivers, partners and enterprise accounts where onboarding, fraud checks, compliance or payout administration requires it.
03
Why Simba Express uses this information
- To create accounts, manage bookings and fulfill delivery, shopping and logistics services.
- To confirm identity, reduce fraud, investigate abuse, protect payments and secure the platform.
- To provide customer assistance through WhatsApp AI, human support teams and the call center.
- To improve service performance, delivery operations, product design, language localization and customer experience.
- To meet legal, tax, accounting, audit, safety and recordkeeping obligations, and to send service or marketing communications where allowed.
04
How information may be shared
- With drivers, partners, merchants, logistics operators and service providers when this is necessary to complete an order or provide related support.
- With payment, cloud, analytics, messaging, hosting, customer-support and security providers acting on Simba Express instructions.
- With professional advisers, insurers, auditors, investors or acquirers where legitimately required for business operations, transactions or risk management.
- With regulators, courts, law-enforcement authorities or other third parties where disclosure is required by law, to protect rights or to respond to fraud, safety or legal claims.
05
Cookies, retention and security
- Simba Express may use cookies and similar technologies for login sessions, language preferences, analytics, fraud prevention and website performance.
- Records are kept only for as long as reasonably necessary for service delivery, support follow-up, accounting, dispute handling, compliance and business protection.
- Security measures may include access controls, role-based permissions, encryption, logging, monitoring and operational safeguards appropriate to the service.
- No platform can guarantee absolute security, but Simba Express works to reduce risk and respond quickly to misuse or suspected incidents.
06
User choices and privacy rights
- Users may request access to the personal data Simba Express holds about them, subject to verification and legal limits.
- Users may ask to correct inaccurate or incomplete information and update contact details when needed.
- Where applicable, users may request deletion, restriction, objection or portability of certain personal data.
- Users may opt out of non-essential marketing communications while still receiving critical service notifications.
- Privacy requests may be submitted through official Simba Express support channels, including the call center, app support or the website contact paths published by the business.
07
Key legal and business protection terms
- Customers must provide accurate names, addresses, contact information and order instructions. Simba Express may pause or cancel orders with incomplete, false or suspicious information.
- Users may not send prohibited, dangerous, illegal, counterfeit, restricted or improperly packaged items. Simba Express may refuse, inspect, hold or report such shipments where permitted by law.
- Delivery times, live tracking, availability windows and support response times are estimates and may vary because of traffic, weather, operational constraints, merchant delays, telecom outages or third-party issues.
- Pricing, fees, promotions, service zones and payment options may change from time to time. Confirmed orders may remain subject to verification, risk review and service availability.
- Refunds, credits, rescheduling or cancellations may depend on order stage, merchant status, driver allocation, payment confirmation, consumable goods, custom purchases or other non-reversible costs.
- To the maximum extent allowed by law, Simba Express is not liable for indirect, incidental, special, consequential or lost-profit damages, and any direct liability should be limited to the amount paid for the affected service unless mandatory law says otherwise.
- Claims relating to damage, loss, delay, billing or service issues should be reported as soon as possible through official support channels with order details and supporting evidence.
- Simba Express may suspend accounts, refuse service, block transactions or cooperate with authorities where there is fraud, abuse, harassment, platform misuse, payment risk or safety concerns. Force-majeure events may affect obligations without creating automatic liability.
08
AI support, recordings and service quality
Simba Express may use AI-assisted tools to answer common questions, classify requests, suggest next actions, summarize conversations and route users to the right support path. Human agents may review conversations for escalation, quality assurance, fraud analysis, training and service improvement.
Calls, chats and support interactions may be logged or recorded where permitted by law. Users should avoid sharing unnecessary sensitive data through public or insecure channels and should use official Simba Express channels for support.
09
Changes, governing rules and contact
Simba Express may update this page to reflect service expansion, regulatory obligations, operational changes, new support channels or product improvements. The latest published version will apply from the date shown on this page.
Unless mandatory local law provides otherwise, use of Simba Express services is subject to the laws and competent courts applicable to the Simba Express operating entity handling the service. For privacy, support or legal concerns, users should contact Simba Express through its official website, app or call center 2500 2400.
