This Privacy Policy explains how TOTES USA INC., a Delaware corporation (“Tote’s,” “we,” “us,” or “our”), collects, uses, shares, and protects your personal information when you use the Tote’s mobile and web applications, websites, and related services (together, the “Platform”).
This Privacy Policy applies to customers of the Platform. Riders and merchants are governed by separate agreements that include their own privacy provisions.
The short version
We collect what we need to run the Platform: account info, your delivery address, location during deliveries, payment details (processed by Stripe), order history, device data, and app analytics.
We share information with riders and merchants to fulfill your orders, with our Payment Processor to process payments, and with service providers who help us operate the Platform.
We don’t sell your personal information.
You can update or delete your account at any time. Read on for the details.
1. Information 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. The Payment Processor stores your payment information in compliance with PCI-DSS standards.
We receive limited information from the Payment Processor about your transactions, such as:
- the last four digits of your card;
- the card brand;
- the card expiry month and year;
- transaction amounts, dates, and statuses.
1.4 Location Information
To run a delivery service, we need to know where things are. With your permission, we collect:
- your device’s precise GPS location while you are placing an order or tracking an active delivery;
- approximate location based on IP address when you use the Platform;
- addresses you save or enter into the Platform.
You can control location permissions through your device settings. If you turn off location, some Platform features may not work, including delivery tracking and address auto-fill.
1.5 Device and App Information
- device type, model, operating system, and version;
- unique device identifiers and advertising identifiers;
- mobile network and carrier information;
- IP address and approximate location;
- language and time zone settings;
- app version and crash reports.
1.6 Usage and Analytics Information
- pages and screens you view;
- features you interact with;
- search queries you enter;
- clicks, taps, scrolls, and session length;
- referring URLs and the source through which you discovered the Platform.
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 that are routed through the Platform for support or quality 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, if you arrived through one of their channels;
- from fraud-prevention services, regarding risk signals on your account.
2. How 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 customer support requests;
- send transactional notifications, including order updates, delivery status, 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.
3. How We Share Your Information
3.1 With Merchants To fulfill your order, we share with the merchant: your first name, the contents of your order, special instructions relevant to preparation, and (where the merchant prepares the order for direct handover) any information needed for the merchant to confirm pickup. 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, your delivery address, your delivery instructions, and a way to contact you through the Platform. After the delivery is complete, the rider’s ability to contact you through the Platform is removed.
3.3 With Our Payment Processor Stripe, Inc. and its affiliates process payments on our behalf and receive payment-related information necessary for that purpose. 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 who help us run the Platform, including:
- cloud hosting and infrastructure providers;
- communications providers (push notification services, SMS, email);
- analytics providers;
- fraud-prevention and identity-verification services;
- customer support tools;
- mapping and geolocation providers.
These providers are contractually required to use your information only to perform services for us and to keep it confidential.
3.5 For Legal and Safety Reasons We may share information when we reasonably believe it is necessary to:
- comply with a law, regulation, court order, subpoena, or lawful government request;
- protect the rights, property, or safety of Tote’s, our users, riders, merchants, or the public;
- investigate, prevent, or address fraud, security issues, or violations of our Terms;
- establish, exercise, or defend legal claims.
3.6 In Corporate Transactions If Tote’s is involved in a merger, acquisition, financing, restructuring, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any change in ownership or use of your information and offer you choices where required by law.
3.7 What We Do Not Do We do not sell your personal information for monetary value.
4. Communications and Push Notifications
4.1 We may send you the following types of communications:
- order updates and delivery notifications;
- account and security notices;
- customer support messages;
- promotional offers, news, and product updates.
4.2 You can manage push notification permissions through your device settings. You can manage email and SMS marketing preferences through your account settings or by following the unsubscribe instructions in any marketing message.
4.3 Transactional communications (order updates, account notices, security messages) are essential to the service. You cannot opt out of these while you continue to use the Platform.
5. Cookies and Similar Technologies
5.1 The Platform uses cookies, SDKs, pixels, and similar technologies to operate the service, remember your preferences, analyze how users interact with the Platform, and support advertising and marketing efforts.
5.2 You can manage cookies through your browser settings and mobile advertising identifier settings through your device. Disabling certain cookies or identifiers may affect Platform functionality.
6. Data Retention
We keep personal information for as long as necessary to:
- provide the Platform and your account;
- comply with legal, tax, accounting, or regulatory obligations;
- resolve disputes and enforce our agreements;
- protect against fraud and abuse;
- maintain operational records of past transactions.
When personal information is no longer needed for these purposes, we delete or anonymize it. Some information may be retained in aggregated or de-identified form for analytics and platform improvement.
7. Your Choices and Rights
You have the following choices regarding your personal information, subject to applicable law and any legitimate retention obligations we have:
- Access — you may request a copy of the personal information we hold about you;
- Correction — you may update or correct inaccurate or incomplete information through your account settings or by contacting us;
- Deletion — you may request that we delete your personal information by closing your account through the app or by contacting us at support@toteskn.com;
- Marketing opt-out — you may opt out of marketing communications at any time;
- Permission control — you may control location, notification, and other device-level permissions through your device settings.
Some information may be retained after deletion to the extent required by law, for legitimate business purposes (such as resolving disputes or preventing fraud), or in aggregated or de-identified form.
8. Security
We use reasonable technical, administrative, and organizational measures to protect personal information against loss, theft, unauthorized access, disclosure, alteration, and destruction. These include encryption in transit, encryption at rest where appropriate, access controls, and ongoing security review. No system is perfectly secure, and we cannot guarantee absolute security.
9. Children
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 support@toteskn.com and we will take appropriate steps to delete it.
10. International Users and Cross-Border Data Transfers
10.1 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.
10.2 Where personal information is transferred internationally, we use appropriate safeguards consistent with applicable law, which may include standard contractual clauses, data protection agreements with our service providers, or your consent.
10.3 By using the Platform, you understand and acknowledge that your information may be processed in countries with data protection laws that differ from those of your country of residence.
11. Third-Party Services
The Platform may contain links to or integrations with third-party services (such as 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.
12. Changes 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 or operational concern. Continued use of the Platform after a change takes effect constitutes acceptance of the updated Privacy Policy.
13. Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, contact us at: TOTES USA INC. Privacy: support@toteskn.com Legal: support@toteskn.com In-app: Settings → Privacy