This Privacy Policy explains how Newelna ("Newelna", "we", "us", or "our") collects, uses, shares, and protects your information when you use our mobile applications and related services (together, the "Services").
This policy applies to the Newelna family of apps:
- Newelna — the customer app for ordering food & groceries, shopping, booking rides, sending parcels, and requesting on-demand services.
- Newelna Store — for partner restaurants, shops, and businesses.
- Newelna Provider — for service providers and their teams.
- Newelna Worker — for service professionals carrying out bookings.
By using the Services, you agree to the practices described in this policy.
1. Information We Collect
Information you provide
- Account information — your name and mobile phone number. Partner accounts (Store, Provider, Worker) sign in with an email address and password provided by Newelna.
- Delivery & address information — addresses you save or enter to receive orders or services.
- Order and transaction information — the items, services, or rides you request, order history, tips, and in-app wallet balance and top-ups.
- Photos — images you choose to upload, such as a profile picture or, for partners, store and product images.
- Communications — messages you send through in-app chat (for example, with a driver, store, or our support team) and any feedback or reviews you submit.
Information collected automatically
- Location information — with your permission, we collect precise and/or approximate device location to show nearby stores, enable delivery and ride services, match you with drivers or providers, and let the relevant party reach your pickup or drop-off point. You can control location access in your device settings.
- Device and technical information — device identifiers, a push-notification token, app version, and basic device type information.
- Diagnostics — crash reports and performance data that help us keep the app stable and fix problems.
2. How We Use Your Information
- Create and manage your account and sign you in securely (including one-time SMS verification codes).
- Provide the Services — process and deliver orders, enable rides and parcels, schedule on-demand bookings, and operate the in-app wallet.
- Connect the parties needed to fulfil your request (for example, sharing your name, phone number, and delivery location with the assigned driver or store).
- Send you service notifications about your orders, bookings, and deliveries.
- Provide customer support and respond to your requests.
- Maintain safety and security, prevent fraud and abuse, and enforce our terms.
- Understand and improve app performance and reliability.
- Comply with legal obligations.
3. How We Share Your Information
We do not sell your personal information, and we do not use it for third-party advertising or cross-app tracking. We share information only as needed to operate the Services:
- To fulfil your request — with the store, restaurant, service provider, worker, or driver involved in your order or booking (such as your name, contact number, order details, and location).
- Service providers — trusted companies that process data on our behalf to run the app, including Google Firebase (authentication, database, cloud messaging, crash reporting) and Google Maps (maps and location features). These providers may process data only for us.
- Legal and safety — when required by law, to respond to lawful requests, or to protect the rights, property, and safety of users, the public, or Newelna.
4. Data Security
We use technical and organizational measures to protect your information, and data is encrypted in transit using industry-standard protocols. No method of transmission or storage is 100% secure, but we work to protect your information.
5. Data Retention
We keep your information for as long as your account is active or as needed to provide the Services, comply with legal obligations, resolve disputes, and enforce our agreements. When information is no longer needed, we delete or anonymize it.
6. Your Rights & Choices
- Access & correction — view and update your profile information in the app.
- Location — turn location permission on or off at any time in your device settings (some features may not work without it).
- Notifications — manage push notifications in your device settings.
- Account & data deletion — see the section below.
7. Deleting Your Account & Data
- In the app: open Profile → Account / Settings → Delete Account.
- By email: contact us at [email protected] with the subject "Delete My Account" from your registered contact.
8. Children's Privacy
The Services are intended for users aged 18 and over and are not directed to children. We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us so we can remove it.
9. Changes to This Policy
We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date above and, where appropriate, notify you in the app. Your continued use of the Services after changes take effect means you accept the updated policy.
10. Contact Us
If you have any questions about this Privacy Policy or your data, contact us:
- Email: [email protected]
- Website: newelna.com