Twiinie Privacy Policy

1. Information we collect

We may collect the following categories of personal information:

account details such as your name, surname, email address, mobile number and password;
order information such as items ordered, order history, payment status and support interactions;
location information where needed to support delivery or fulfilment;
profile information such as photographs or uploaded content if you choose to provide it;
technical information such as device, browser, IP address and usage data; and
communications you send through the contact form, support channels or other interactions with us.

2. How we use personal information

We use personal information to:

create and manage accounts;
process and administer orders and deliveries;
communicate with you about orders, support issues and service updates;
facilitate payments and fraud prevention;
improve platform performance, reliability and user experience;
comply with legal, regulatory and operational requirements; and
investigate disputes, complaints or misuse of the platform.

3. When we share information

We may share personal information with:

third-party merchants so they can prepare and fulfil your order;
delivery partners or courtiers so they can complete delivery or collection;
payment processors and financial service providers to process transactions;
technology, hosting, mapping, messaging and support service providers acting on our behalf; and
regulators, authorities or other parties where disclosure is required by law or necessary to protect rights, safety or the integrity of the service.

4. Payment information

Card and payment processing is handled by third-party payment providers. We do not store full payment card details. Card data is entered on the provider's own hosted checkout and goes directly to them, so it does not reach our servers.

5. Location information

Where location is used, it is processed to help confirm delivery, improve fulfilment accuracy, support courtier coordination and resolve delivery disputes. If you do not provide necessary location information, some features may not function properly.

6. Information retention

We retain personal information for as long as reasonably necessary for the purposes described in this policy, including account administration, order history, dispute handling, compliance, security and recordkeeping obligations.

7. Information security

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure or alteration. No system is completely secure, so we cannot guarantee absolute security.

8. Your choices and rights

Subject to applicable law, you may request access to, correction of or deletion of your personal information, or object to certain processing activities. Some requests may be limited where we must retain information for legal, fraud-prevention, operational or contractual reasons.

To make a request, email support@twiinie.online.

9. Cookies and technical data

We use cookies for authentication and security only: to keep you signed in and to protect the platform. We do not use cookies for advertising, and we do not use any tracking software that follows you between websites or builds a profile of you.

When you sign in, sign up, reset a password or send us a message, Cloudflare Turnstile checks silently that the request comes from a person and not from an automated tool. It shows nothing and asks nothing of you, and it may set its own cookie while it runs. Cloudflare processes that check under its Turnstile Privacy Addendum. Google Maps loads on pages that show a map and may set its own cookies. Paying for an order takes you to our payment provider’s own secure page, which sets its own cookies under its own terms.

We count visits to our public pages using Cloudflare Web Analytics, which sets no cookies, stores no identifiers and cannot follow you to any other website. It tells us how many people visited a page, and nothing that identifies who they were. See Cloudflare’s Web Analytics Privacy Policy.

When something goes wrong, our apps and website send a technical error report to Sentry so that we can find and fix the fault. A report describes what failed and, where you are signed in, carries your account identifier so that we can connect it to what you were doing — never your name, email address or phone number. Sentry processes these in the European Union under its privacy policy.

Browser settings may allow you to limit certain cookies, but blocking the ones we use for authentication will prevent you from signing in.

10. Children

The platform is not intended for use by children who may not lawfully consent under applicable law without appropriate involvement from a parent or guardian.

Alcohol may only be ordered by a person who is at least the legal drinking age, and we verify date of birth before such an order can be paid for.

11. Cross-border processing

Some service providers may process information in other jurisdictions. Where that happens, we take reasonable steps to ensure an appropriate level of protection consistent with applicable law.

12. Changes to this policy

We may update this privacy policy from time to time. Updated versions will be posted on this page with a revised effective date.

13. Contact

Questions or privacy requests can be sent to support@twiinie.online. We process personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA).