Privacy Policy
This policy describes how we collect, use and share your personal data when you use Quez.
1. Information We Collect
1.1 Authentication Information
Customers: When you sign in, we receive your name and surname, email address, and you set your own password. Your passwords are inaccessible to us to ensure safety.
Businesses: We collect and store your email address and business details for vetting and verification and the same is stored in our secured backend. Your passwords are inaccessible to us to ensure safety. For more security and to have your business verified, you may opt to include your official Identity document.
1.2 Payment and Transaction Information
Customer Payment Data: When you checkout using Pay Stack, we facilitate the payment process but do not store your full banking details. Pay Stack handles and processes your payment information securely.
Transaction Records: We store transaction amounts, dates, order details, and payment status for order fulfilment and records. Business Payout Information: We store business banking details for processing withdrawals and payouts.
1.3 Communication and Support Data
Chat Support Messages: When you use the in-app chat support, we collect and store your messages, contact information, and any files you share to provide customer service. Support Tickets: We maintain records of support interactions, including issue descriptions and resolution details. Contact Information: Email addresses, phone numbers, and names provided during support interactions.
1.4 Account Information
Customer Accounts: Name, email, profile picture, contact preferences, order history. Business Accounts: Business name, address, contact details, owner information, banking details for payouts, business registration information.
1.5 Technical and Device Information
Device type, operating system, and app version. IP addresses and network information. Usage statistics, crash reports, and performance metrics. Location data (with explicit permission) for nearby services.
2. How We Use Your Information
We use your data for authentication, account management, payment processing, customer support, service provision, quality and analytics, and security.
2.1 Authentication and Account Management
Sign in credentials: To verify customer identity and create user accounts. Email/Password Authentication: To secure business account access. Session Management: To maintain secure login sessions.
2.2 Payment Processing
Pay Stack Integration: We facilitate secure payments through Pay Stack payment gateway. Transaction Processing: Manage order fulfilment based on payment status. Business Payouts: Process earnings transfers to business bank accounts. Refund Management: Handle refund requests and processing.
2.3 Customer Support and Communication
Chat Support: Provide real-time assistance through in-app chat and/or email functionality. Issue Resolution: Use conversation history to resolve ongoing support matters. Service Improvement: Analyze support interactions to enhance user experience. Quality Assurance: Monitor support quality and train support staff.
3. Information Sharing
We share necessary information with payment processors (Pay Stack), support and admin teams, technical teams, and where required between user types (customers and businesses) to facilitate order fulfilment.
3.1 Payment Processing with Pay Stack
When you make a payment, necessary transaction information is shared with Pay Stack to process your payment. Pay Stack acts as a data processor and has its own privacy policy governing how they handle your payment information. All payment data transmitted to Pay Stack is encrypted and secured.
3.2 Support and Administrative Access
Admin Support Team: Support conversations are accessible to authorized admin personnel to provide assistance. Business Support: Limited conversation details may be shared with businesses when resolving order-specific issues. Technical Teams: Support data may be accessed by technical teams for bug resolution and system improvements.
3.3 Between User Types
Necessary order information is shared between customers and businesses for service fulfilment. Business contact details are shared with customers for order-related communication. Customer contact information is shared with businesses for order updates.
3.4 With Service Providers
Pay Stack: For payment processing and transaction handling. Cloud Services: For data hosting and backup, including chat history.
4. Data Security
4.1 Communication Security
Chat Encryption: Support conversations are stored securely with encryption. Access Controls: Limited access to support conversations to authorized personnel only. Data Retention: Chat histories are retained only as long as necessary for support purposes.
4.2 Payment Security
Pay Stack Compliance: All payments are processed through Pay Stack compliant platform. Encryption: Payment data is encrypted during transmission using industry-standard protocols. Data Minimization: We only store necessary transaction information, not sensitive payment details.
4.3 Authentication Security
Session Management: Secure token-based authentication.
5. Third-Party Services
Our app uses Pay Stack for secure payment processing. Pay Stack’s privacy policy and terms of service apply to payment transactions.
6. Your Rights and Choices
6.1 Communication Preferences
You can choose to contact us via in-app chat, email, or other provided methods. Support conversation history is available for your reference.
6.2 Payment Information
At the moment the app uses Pay Stack for payments. Transaction history is available in your account.
6.3 Account Management
Customers can manage account permissions through their phone settings. Businesses can update email and password through app settings. Both can delete their accounts and associated data.
7. Contact Methods
Primary Contact Channels: In-App Chat Support: Available through the support button within the app. Email: privacy@quez.co.za for privacy-specific concerns.
7.2 Support Data Handling
Chat conversations are stored to maintain support continuity. Support staff are trained on data protection and privacy. Sensitive information shared in chat is handled with appropriate security measures.
8. Data Retention
Support Communications: Support tickets are maintained until resolution and for a reasonable period thereafter. Transaction Data: Payment transaction records are retained for legal and accounting purposes. Order history is maintained to provide service continuity. Financial records are kept as required by law.
9. Children's Privacy
Our services are not directed to children under 13. We do not knowingly collect information from children under 13.
10. Changes to This Policy
We will notify all users of significant policy changes through the app and via email. Continued use after changes constitutes acceptance.