Effective date: 22 August 2025
Who we are: Kwela Mall (operated by GeoNova Labs) (“Kwela Mall”, “we”, “our”, “us”) provides an online marketplace and delivery coordination platform via www.kwelamall.com and the Kwela Mall mobile apps (the “Platform”). This Policy explains how we collect, use, share, and protect personal information when you use the Platform.
By using the Platform, you agree to this Privacy Policy. If you do not agree, please do not use the Platform.
Account details: name, mobile number, email, password (hashed), profile photo, preferred language.
Addresses: delivery and billing addresses, location notes, recipient contact.
Orders & preferences: items, special instructions, coupons, ratings/reviews, saved stores.
Support & communications: messages to support, call recordings (where disclosed), in-app chat with merchants/delivery partners, feedback forms.
Verification (if needed): ID details for age-restricted items or fraud checks.
Cards & mobile money: processed by our payment partners. We do not store full card or mobile money credentials on our servers. We may store tokens/last-4/brand returned by the processor for receipts and re-use.
IP address, device identifiers, OS & app version, browser type, timestamps, referrer/UTM data, crash logs, performance diagnostics.
Location: precise/approximate GPS to show nearby stores, estimate ETAs, and guide delivery. For riders, background location is required to complete deliveries.
Camera/Photos: for proof-of-delivery, receipts, profile images, or scanning cards/QR codes (if you choose to use those features).
Contacts (optional): when you invite friends or autofill recipient details.
Push notifications: order status, OTPs, and service updates.
Session & preference cookies for login, cart, and settings.
Analytics cookies/SDKs to understand usage and improve performance.
Advertising cookies/IDs to limit ad frequency, measure campaigns, and show relevant promotions (where applicable). See §9 for choices.
Merchants & delivery partners: order status, preparation time, pickup/dropoff confirmations.
Payment processors: payment status, limited card metadata.
Fraud/verification partners: risk signals, verification outcomes.
Logistics & mapping providers: routing/ETA signals.
We process personal information to:
Provide the service: create accounts, display nearby stores, take orders, coordinate delivery, send receipts/OTPs, and provide support.
Process payments: via third-party processors; manage refunds, chargebacks, and credits.
Improve & personalize: troubleshoot issues, run analytics, A/B tests, and show relevant content or promotions.
Communicate: order updates, service messages, policy changes, and (if you opt in) marketing.
Safety & integrity: detect/prevent fraud, abuse, spam, or violations of our Terms.
Legal & compliance: handle complaints, enforce agreements, and comply with applicable laws.
Legal grounds (as applicable): performance of a contract (to deliver your order), legitimate interests (security, improvement), consent (marketing, certain device permissions), and legal obligations.
We share information only as needed to run the Platform or as required by law:
Merchants (to fulfill your order) and Delivery Partners (to deliver it): name, order items, delivery address/notes, phone (masked where possible).
Payment processors: to complete transactions and manage refunds/chargebacks.
Service providers: cloud hosting, SMS/push/email, analytics, mapping, customer support tools—bound by confidentiality and data-use limits.
Marketing & analytics partners: aggregated or pseudonymized data where possible; direct identifiers only with appropriate safeguards/consent.
Law enforcement/regulators: when we believe disclosure is required by law or necessary to protect rights, safety, or security.
Business transfers: if we undergo a merger, acquisition, or asset sale, subject to this Policy or a successor policy with similar protections.
We do not sell personal data.
We keep data only as long as necessary for the purposes described, including:
Transaction records and invoices for tax/accounting and dispute resolution.
Account data while your account remains active.
When data is no longer needed, we delete or irreversibly anonymize it according to our retention schedule.
Access/Rectify/Delete: request a copy, correction, or deletion of your personal data (subject to legal limits).
Portability: request an export of data you provided to us.
Object/Restrict: object to certain processing or request restriction.
Withdraw consent: for marketing or certain device permissions at any time (does not affect prior lawful processing).
Marketing: opt out in-app, via email footer links, or by contacting us.
Cookies: manage in your browser/device settings; see §9.
Location/Camera/Contacts: manage in your device OS settings.
We may need to verify your identity before acting on a request. Some requests may be limited by law (e.g., financial records we must retain).
The Platform is not intended for individuals under 18. We do not knowingly collect personal data from children. If you believe a minor has provided data, contact us and we will take appropriate action.
We use reasonable technical and organizational measures to protect personal data (e.g., encryption in transit, access controls, monitoring). No system is 100% secure; please use strong passwords and keep your device and account details safe.
We are based in Zambia, but some service providers may process data in other countries. Where data is transferred internationally, we use appropriate safeguards (contractual and technical) and limit access to what’s necessary.
Cookies/Local storage.
Session cookies keep you logged in and maintain your cart.
Persistent cookies remember preferences and help us improve performance.
Analytics. We use analytics tools (e.g., app/SDK analytics, web analytics) to understand usage on an aggregated basis. We do not try to link anonymized analytics to your identity.
Advertising. We may use advertising cookies/IDs and third-party ad platforms to show or measure promotions and to cap frequency.
Your controls. You can:
Clear or block cookies in your browser/device settings (some features may break).
Reset your device advertising ID and/or limit ad tracking.
Use in-app settings to limit certain analytics/marketing where available.
We send service messages (OTPs, order updates, support) by SMS, email, push, or calls. These are necessary to deliver the service. You can opt out of marketing messages at any time in settings or via unsubscribe links.
We may update this Policy from time to time. We will post the new version with an updated “Effective date” and, where appropriate, notify you in-app or by email. Continued use of the Platform means you accept the updated Policy.
GeoNova Labs (for Kwela Mall Support)
Address: 126 E off Kudu Road, Kabulonga, Lusaka, Zambia
Email: info@geonovalabs.com
Phone/WhatsApp: +260 774 144 321
Website: geonovalabs.com
