Privacy Policy

This Privacy Policy explains how Loadless ("we", "us") collects, uses, shares and protects personal information when you use the Loadless apps — the customer app for ordering, the store app used by partner stores, and the rider app used by delivery riders — and the Loadless website. Loadless is operated by Loadless, which is responsible for your information.

By using our apps or website you agree to this policy. If you do not agree, please do not use them.

• Account details: your name, mobile phone number, email address (optional), password or PIN, and a profile photo if you add one.
• Delivery addresses: the addresses you save, including street, building, floor and door details, a map pin, the recipient's name and phone, and an optional voice note of up to 30 seconds describing how to find you. The voice note is recorded only when you press record, and is played to the rider delivering your order.
• Orders: what you order and from which store, prices, discounts, coupons, tips, delivery notes, scheduled and recurring orders, returns, and reviews, including any photos you attach.
• Messages: chat messages and photos you send to stores, riders or our support team, and messages you send through our contact and account-deletion forms.
• Referrals: your referral code, and a friend's code if you enter one when signing up.

• Location (customer app): if you allow it, we use your device's location only while the app is open — to drop a pin for a delivery address, show nearby stores and set a pickup point. The customer app does not collect your location in the background.
• Device and notification data: a push-notification token for your device, and your app version, language and operating system, used to send order updates and keep the app working.
• Activity in the app: products you recently viewed, and views and taps on promotional banners, which we use to measure promotions. Your recent searches stay on your device.
• Security records: sign-in events, such as the time and the device used, to protect your account.

You can pay cash on delivery, from your in-app wallet, or with Whish. Whish payments and wallet top-ups are completed on Whish's own secure payment page; we receive the result of the payment, never your Whish login. Where card payment is offered, card details are entered into and stored by Stripe; we keep only a reference to the card (its brand, last four digits and expiry date), never the full card number or security code.

We keep a record of your wallet balance and transactions, and — when the loyalty programme is active — the points you earn and redeem and your customer level.

• Staff accounts: name, email or username, password, two-factor sign-in codes and the staff member's role.
• Store information: store name, opening hours and closures, products and product photos, promotions, social media links, payouts and statements.
• Order handling: the orders the store receives and how it handles them, returns, reviews, and chat with customers, riders and our team, including photos.
• The store app uses the camera only to scan parcel labels and to take photos you choose to send. It does not collect location.

• Rider profile: name, phone number, profile photo, and the details our operations team records when you join, such as national ID, date of birth, driving licence number and expiry, vehicle plate and related documents.
• Location while on shift: while you are on shift (Available, On break or On delivery), the rider app sends your precise location to our dispatch system — about every 10 seconds while you are moving and about once a minute when you are still — including when the app is in the background or the screen is off. On Android a persistent notification shows while location sharing is on. We use it to offer and assign deliveries, show customers and stores where their order is, calculate distances and fees, and resolve disputes.
• When you go Off duty or sign out, location sharing stops, and our servers do not store location sent while you are off duty.
• Delivery records: your location when you arrive, pick up and complete a delivery, proof-of-delivery photos, the recipient's name and signature, notes, quantities delivered, and cash collected on delivery and handed over.
• Diagnostic logs: only if you choose to send them, the app's log file together with your device's operating system, app version and language.

• To run the service: create and secure accounts, take and deliver orders, process payments, refunds and returns, and run the wallet and loyalty programme.
• To communicate: send verification codes, order and delivery updates, replies to your messages, and service announcements.
• To dispatch and track deliveries, and to show the progress of an order to the customer and the store.
• To keep the service safe: prevent fraud and abuse, protect accounts, and enforce our Terms of Service.
• To meet legal obligations, including accounting and tax record-keeping.
• To improve the service, such as measuring how promotions perform and how long deliveries take.

We do not sell your personal information and we do not use it for third-party advertising. Our apps contain no advertising SDKs and no third-party analytics or crash-reporting tools.

• Stores: when you order, the store receives your name, phone number, delivery address and order details so it can prepare your order and contact you about it.
• Riders: the rider delivering your order sees the pickup and drop-off locations, your name, phone number, address details, delivery notes and voice note, so they can reach you. Customers and stores see the assigned rider's name and phone number, and the rider's location while the order is on its way.
• Payment providers: Whish, and Stripe where card payment is offered, process payments under their own privacy policies.
• Service providers that help us run the service, only on our instructions: Google (Firebase Cloud Messaging for notifications, and Google Maps for maps, address lookup and routing), the email, SMS and WhatsApp providers we use to send verification codes and messages, and our hosting provider.
• Authorities and others, when the law requires it, or when needed to protect the rights, safety and property of our users, partners, staff or the public.
• A buyer or successor, if Loadless is involved in a merger, acquisition or sale of assets, subject to this policy.

• Location — customer app: only while in use, for addresses and nearby stores. Rider app: while on shift, including in the background, as described above.
• Camera and photos — to send photos in chat, add photos to returns and reviews, set a profile photo, take proof-of-delivery photos, add product photos and scan parcel codes. Only the photos you choose are uploaded.
• Microphone — customer app only, to record the optional voice note for a delivery address.
• Notifications — for order, delivery and account updates.
• Fingerprint or face unlock — customer app, optional, to speed up sign-in. Your biometric data stays on your device and is never sent to us.
• Contacts — we do not read or upload your contacts. Inviting friends uses your phone's share menu.

You can change these permissions at any time in your device settings. Some features may not work without them.

• Account information: for as long as your account is open. When you delete your account we do what our Account deletion page describes.
• Orders, invoices, payments, refunds, wallet and loyalty transactions, cash collected and rider settlements: for as long as tax and commercial law requires us to keep accounting records (in Lebanon, up to 10 years), including after an account is deleted.
• Delivery records, including proof of delivery and rider location recorded during a delivery: kept with the order record for the same period, so deliveries and payments can be verified and disputes resolved.
• Chat messages and photos: kept with the order or conversation they belong to.
• Audit logs: kept for up to two years by default. Security records are kept for as long as needed to protect accounts.

We use encrypted connections (HTTPS), store passwords and PINs only in hashed form, keep chat and proof-of-delivery photos private to the people involved, limit staff access to what their role needs, and keep audit logs. No system is perfectly secure, so we cannot guarantee absolute security.

• Access and correction: you can view and update your profile and addresses in the app, or ask us for a copy of the personal information we hold about you.
• Deletion: you can delete your customer account in the app, or ask us to delete any account on our Account deletion page.
• Notifications: you can turn notifications off in your device settings.
• Objection: you can ask us to stop a particular use of your information, subject to what we must keep by law.

To exercise a right, contact us using the details below. We may need to confirm your identity first. We reply within 30 days.

Our services are not directed to children under 13, and we do not knowingly collect personal information from them. If you believe a child under 13 has given us personal information, contact us and we will delete it.

Some of our service providers, such as Google, Stripe and our email and messaging providers, may process information outside the country where you live. We use providers that protect information to recognised standards, and share with them only what they need.

We may update this policy. We will publish the new version on this page with a new effective date and, for significant changes, tell you in the app before they take effect.