Privacy Policy

1Information We Collect

1.1 Account Information

When you create an account, we collect:

• Name
• Email address
• Mobile number
• Password (stored encrypted)
• Date of birth, where required for age-restricted purchases

1.2 Order and Address Information

• Delivery addresses you save or enter
• Delivery instructions (gate codes, building notes, drop-off preferences)
• Order history, including items, prices, merchants, dates, and times
• Ratings, reviews, and feedback you submit

1.3 Payment Information

Payments are processed by our Payment Processor, Stripe, Inc. and its affiliates. We do not store your full payment card details on our servers. We receive limited information from the Payment Processor about your transactions, such as the last four digits of your card, the card brand, expiry date, and transaction amounts.

1.4 Location Information

With your permission, we collect your device’s precise GPS location while you are placing an order or tracking an active delivery, and approximate location based on IP address. You can control location permissions through your device settings.

1.5 Device and App Information

• Device type, model, operating system, and version
• Unique device identifiers and advertising identifiers
• IP address and approximate location
• App version and crash reports

1.6 Usage and Analytics Information

• Pages and screens you view
• Features you interact with and search queries you enter
• Clicks, taps, scrolls, and session length
• Referring URLs and discovery source

1.7 Communications

We collect communications you send to us (in-app support messages, emails, calls, social media direct messages) and may collect communications between you and merchants or riders routed through the Platform for support purposes.

1.8 Information from Third Parties

• From social login providers, if you sign in using a third-party account
• From payment processors, regarding the status of your transactions
• From referral or marketing partners
• From fraud-prevention services, regarding risk signals on your account

2How We Use Your Information

We use your information to:

• Create and manage your account
• Process orders, payments, and refunds
• Dispatch riders and route deliveries
• Communicate with you about your orders, account, and support requests
• Send transactional notifications, including order updates and receipts
• Send marketing communications, where you have consented or where permitted by law
• Personalize the Platform experience, including merchant recommendations
• Operate, maintain, secure, and improve the Platform
• Detect, investigate, and prevent fraud, abuse, and security incidents
• Comply with legal obligations, court orders, and lawful government requests
• Enforce our Terms of Service and resolve disputes

3How We Share Your Information

3.1 With Merchants

To fulfill your order, we share with the merchant: your first name, order contents, and any preparation instructions. We do not share your full address or phone number with merchants unless reasonably necessary for fulfillment.

3.2 With Riders

To deliver your order, we share with the rider: your first name, delivery address, delivery instructions, and a way to contact you through the Platform. After delivery is complete, the rider’s ability to contact you is removed.

3.3 With Our Payment Processor

Stripe, Inc. and its affiliates process payments on our behalf. The Payment Processor handles your payment data under its own terms and privacy policy, available at stripe.com.

3.4 With Service Providers

We share information with third-party service providers including cloud hosting, communications, analytics, fraud-prevention, customer support tools, and mapping providers. These providers are contractually required to use your information only to perform services for us.

3.5 For Legal and Safety Reasons

We may share information when reasonably necessary to comply with law, protect rights and safety, investigate fraud, or establish legal claims.

3.6 In Corporate Transactions

If Tote’s is involved in a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any change in ownership.

4Communications and Push Notifications

We may send you order updates, account notices, customer support messages, and promotional offers. You can manage push notification permissions through your device settings and marketing preferences through your account settings.

Transactional communications (order updates, account notices, security messages) are essential to the service and cannot be opted out of while you continue to use the Platform.

5Cookies and Similar Technologies

The Platform uses cookies, SDKs, pixels, and similar technologies to operate the service, remember your preferences, analyze usage, and support advertising and marketing efforts. You can manage cookies through your browser settings and mobile advertising identifier settings through your device.

6Data Retention

We keep personal information for as long as necessary to provide the Platform, comply with legal and regulatory obligations, resolve disputes, enforce agreements, and protect against fraud. When personal information is no longer needed, we delete or anonymize it. Some information may be retained in aggregated or de-identified form for analytics.

7Your Choices and Rights

You have the following choices regarding your personal information, subject to applicable law:

• Access — request a copy of the personal information we hold about you
• Correction — update or correct inaccurate information through your account settings
• Deletion — request deletion of your personal information by closing your account in the app or contacting us at privacy@toteskn.com
• Marketing opt-out — opt out of marketing communications at any time
• Permission control — control location, notification, and other device-level permissions through your device settings

8Security

We use reasonable technical, administrative, and organizational measures to protect personal information against loss, theft, unauthorized access, disclosure, alteration, and destruction — including encryption in transit, encryption at rest, access controls, and ongoing security review. No system is perfectly secure and we cannot guarantee absolute security.

9Children

The Platform is not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, please contact us at privacy@toteskn.com and we will take appropriate steps to delete it.

10International Users and Cross-Border Data Transfers

Tote’s is a Delaware corporation. The Platform currently operates in St. Kitts & Nevis. As we expand into additional Caribbean and international markets, we may transfer, store, and process your personal information in countries other than the one where you live, including the United States.

Where personal information is transferred internationally, we use appropriate safeguards consistent with applicable law. By using the Platform, you acknowledge that your information may be processed in countries with data protection laws that differ from those of your country of residence.

11Third-Party Services

The Platform may contain links to or integrations with third-party services (social login, payment providers, mapping services, or merchant websites). Those third parties operate under their own privacy policies. We are not responsible for the privacy practices of third parties. Review their policies before sharing personal information with them.

12Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The current version is always available in the app and on our website. Material changes will be communicated through the app, by email, or by other reasonable means at least seven (7) days before they take effect, except where a change is required by law or to address an immediate security concern. Continued use of the Platform after a change takes effect constitutes acceptance of the updated Privacy Policy.

13Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, contact us at: