Privacy policy

Tonoa Local Market (Tonoa) operates a grocery and essentials marketplace with same-day delivery. This policy covers the storefront, customer accounts, vendor and courier workspaces, and related services. It should be read with our terms, cookie policy, and refund policy.

We handle personal data in line with Ghana's Data Protection Act, 2012 (Act 843) and other laws that apply to a given processing activity.

We only collect personal data needed for the action you take: signing in, placing an order, delivering, selling, verifying identity, or resolving a dispute. Forms ask you to confirm that before we accept the submission.

Depending on how you use Tonoa, that can include:

• Account details such as name, phone number, email, password hash (for operators), and profile information you enter.
• Shopper session data from phone OTP sign-in, including the number we send a PIN to and device or session identifiers.
• Operator identity when vendors, couriers, or admins sign in through our identity provider (ZITADEL), including identifiers needed to map that login to a Tonoa profile.
• Addresses and location you save or share for delivery quotes, routing, and drop-off. Couriers may share live location while a delivery is active.
• Orders and payments including cart contents, amounts, mobile-money numbers, payment status, and transaction references. We do not collect your MoMo PIN.
• Support and disputes you submit, plus related order and message history.
• KYC documents vendors or couriers upload for verification (for example Ghana Card details and supporting files).
• Technical logs such as IP address, browser type, app version, crash reports, and approximate location derived from your connection.

We use personal data to:

• Create and secure accounts, send OTPs, and keep you signed in.
• Take orders, process payments, assign couriers, and complete deliveries.
• Show vendors and couriers the details they need to fulfil an order.
• Run promotions, referrals, reviews, and loyalty where you take part.
• Review KYC, prevent fraud, and enforce our terms.
• Improve the product, fix bugs, and measure marketplace performance.
• Meet legal, tax, accounting, and dispute-resolution duties.

We share data only as needed to run the marketplace:

• Vendors receive customer name, phone, delivery address, and order contents for fulfilment.
• Couriers receive pickup and drop-off details, contact information, and handover codes for active deliveries.
• Payment and messaging providers receive the details required to send an OTP or collect mobile money.
• Identity and hosting vendors that process operator login, store data, or send transactional messages on our behalf.
• Authorities when the law requires it, or to protect users, staff, or the platform.

We do not sell personal data.

We keep account, order, and payment records for as long as the account is active and for a further period needed for refunds, disputes, accounting, and legal claims. OTP codes are short-lived. KYC files are kept while a vendor or courier relationship lasts and for a limited period after closure. You can ask us to delete data that we no longer need to retain.

We use access controls, encrypted transport, hashed secrets, and role-based permissions so that staff and partners only see what they need. No method of transmission or storage is perfectly secure. Please keep your phone and operator password protected, and never share an OTP or MoMo PIN with anyone claiming to represent Tonoa.

Subject to Act 843 and other applicable law, you may request access to the personal data we hold about you, ask us to correct it, object to certain processing, or request deletion. Shoppers can update name, addresses, and related profile fields in their account. Operators can update profile details in their workspace.

To make a privacy request, use the contact options in your account or the Contact link on the website. We may need to verify it is you before we act.

We only use necessary cookies and similar storage to keep you signed in, remember theme and delivery preferences, and operate the site. We do not use advertising or analytics cookies, so we do not show a cookie-consent banner. Details are in the cookie policy. You can clear site data in your browser; some features will stop working until you sign in again.

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

We may update this policy as our practices or the law change. The "Last updated" date at the top of the page will change when we publish a revision. Continued use after an update means you accept the revised policy.