Privacy Policy

Tonoa ("we", "us") operates a grocery and essentials marketplace connecting customers, vendors, and delivery partners in Ghana. This Policy applies to our website, apps, and related services.

For privacy requests, contact us through the Contact option on our website or via in-app support.

Depending on how you use Tonoa, we may collect:

• Account and identity — phone number, name, email, role (customer, vendor, courier, admin), and verification status.
• Profile and business details — delivery addresses, store information, product listings, vehicle or courier details, and related documents you submit during onboarding.
• Orders and transactions — cart contents, order history, payment references, refunds, disputes, promotions, and payouts.
• Location — delivery addresses you provide, map pin selections, and approximate location when you allow device location for address or delivery features.
• Device and usage — IP address, browser or app type, device identifiers, pages viewed, crash logs, and similar diagnostics.
• Communications — messages with support, reviews, and notifications preferences.

We do not intentionally collect payment card numbers on our servers when payments are handled by third-party processors; those providers receive card data under their own terms.

We use personal information to:

• Create and secure accounts, including phone OTP and optional two-factor authentication.
• Process orders, fulfilment, delivery, payments, refunds, and settlements.
• Match customers with vendors and couriers and provide tracking and status updates.
• Moderate listings, reviews, and partner applications.
• Prevent fraud, abuse, and security incidents.
• Improve the product, measure performance, and fix bugs.
• Send service messages (order updates, security alerts). Marketing messages are sent only where allowed and can be opted out of where applicable.
• Comply with legal obligations and enforce our Terms.

Where required, we process information because it is necessary to perform a contract with you, because we have a legitimate interest in operating a safe marketplace, because you have consented (for example device location or certain cookies), or because we must meet legal duties under Ghanaian law, including data protection requirements.

We may share information with:

• Vendors and couriers — what they need to fulfil or deliver your order (for example name, phone, address, and order details).
• Service providers — hosting, analytics, maps/geocoding, messaging, payments, and customer support tools, under contractual safeguards.
• Group entities and advisors — where needed for operations, audits, or corporate transactions.
• Authorities — when required by law, court order, or to protect rights, safety, and the integrity of the platform.

We do not sell your personal information.

We use essential cookies and local storage for sign-in, session security, preferences (such as theme), and cart continuity. We may use analytics tools to understand feature usage. You can control cookies through your browser settings; disabling essentials may break sign-in or checkout.

We keep personal information only as long as needed for the purposes above, including order records, dispute handling, fraud prevention, and legal retention periods. When no longer required, we delete or anonymise data where practicable.

We use administrative, technical, and organisational measures appropriate to the risk, including encrypted transport, access controls, and token-based authentication. No method of transmission or storage is completely secure; please protect your device and codes.

Subject to applicable law, you may be able to:

• Access or update profile and address information in your account settings.
• Request a copy of personal data we hold about you.
• Request correction of inaccurate data.
• Request deletion, subject to legal and operational retention needs.
• Object to or restrict certain processing, or withdraw consent where processing is consent-based.
• Lodge a complaint with the relevant data protection authority in Ghana.

To exercise these rights, contact us through the Contact option or in-app support. We may need to verify your identity before responding.

Tonoa is not directed at children under 18. We do not knowingly collect personal information from children. If you believe a child has provided data, contact us so we can delete it.

Our providers may process data in countries outside Ghana. Where we transfer personal information internationally, we take steps designed to ensure appropriate protection consistent with applicable law.

We may update this Policy from time to time. The "Last updated" date at the top will change when we do. Continued use of Tonoa after an update means you acknowledge the revised Policy.

For privacy questions or requests, contact Tonoa through the Contact option on our website or via in-app support. See also our Terms of Service for rules on using the platform.