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Privacy Policy

This Privacy Policy explains how Tembo Express ("Tembo Express", "we", "us", or "our") collects, uses, shares, and protects information when you use our mobile application and website (together, the "Service").

Last updated: August 6, 2026

1. Overview

Tembo Express provides courier and parcel delivery services across Tanzania through our mobile app and website. This policy applies to anyone who uses the Service, including customers requesting deliveries, recipients, and drivers/couriers operating on the platform.

By using the Service, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use the Service.

2. Information we collect

We collect the following categories of information:

Information you provide

  • Account information — your name, phone number, email address, and password when you register.
  • Delivery information — pickup and drop-off addresses, recipient names and phone numbers, and details about the parcel being sent.
  • Communications — messages you send to our support team, call recordings for quality/dispute resolution where applicable, and any feedback or ratings you submit.

Information collected automatically

  • Location data — see Location data below.
  • Device and usage data — device model, operating system, unique device identifiers, IP address, app version, and general usage/diagnostic information such as crash logs.

3. Location data

Precise location (GPS) is core to how Tembo Express works. We use it to:

  • Match your delivery request with a nearby courier.
  • Calculate routes, distance, and estimated delivery times.
  • Let you and the recipient track a parcel in real time while it is in transit.
  • Improve the accuracy and reliability of our coverage across Tanzania.

Customers are asked for location access when requesting or tracking a delivery. Couriers/drivers are asked for location access, including while the app is running a delivery in the background, so that live tracking works throughout the trip. You can disable location access at any time in your device settings, but doing so may prevent core features (such as live tracking or courier matching) from working.

4. How we use information

We use the information we collect to:

  • Create and manage your account, and provide customer support.
  • Facilitate pickup, delivery, and real-time tracking of parcels.
  • Process and confirm delivery requests, and communicate updates (e.g. SMS/push notifications about your delivery status).
  • Maintain the safety and security of the Service, including preventing fraud and abuse.
  • Analyze usage to maintain, troubleshoot, and improve the app and our delivery coverage.
  • Comply with legal obligations and enforce our terms.

5. How we share information

We do not sell your personal information. We may share information in the following limited circumstances:

  • Between parties to a delivery — a courier is shown the pickup/drop-off details needed to complete a delivery, and a sender/recipient may see the assigned courier's name, photo, and live location for that delivery.
  • Service providers — vendors who help us operate the Service, such as cloud hosting and mapping providers, strictly to perform services on our behalf.
  • Legal and safety reasons — where required by law, regulation, legal process, or governmental request, or to protect the rights, property, or safety of Tembo Express, our users, or the public.
  • Business transfers — in connection with a merger, acquisition, or sale of assets, subject to this policy continuing to apply to your information.

6. Third-party services

Our app uses the following third-party service to provide core functionality:

  • Google Maps / Google Play services — used for map display, geocoding, and route calculation. Google's handling of this data is governed by the Google Privacy Policy.

As we add features (such as analytics, crash reporting, or payment processing), this section will be updated to reflect any additional third parties and the data shared with them.

7. Data retention

We retain personal information for as long as your account is active or as needed to provide the Service. We may retain certain information for longer periods where required for legitimate business purposes (such as dispute resolution, accounting, or fraud prevention) or to comply with legal obligations. When information is no longer needed, we take reasonable steps to delete or anonymize it.

8. Security

We use reasonable administrative, technical, and physical safeguards designed to protect your information from unauthorized access, disclosure, alteration, or destruction. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

9. Your rights and choices

Depending on your location, you may have rights regarding your personal information, including the right to access, correct, or delete the information we hold about you, and to withdraw consent where processing is based on consent. You can:

  • Update your account information directly within the app.
  • Control location, camera, and notification permissions through your device settings.
  • Request deletion of your account and associated data by contacting us at the email below.

We will respond to verifiable requests within a reasonable timeframe and as required by applicable law.

10. Children's privacy

The Service is not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided us with personal information, please contact us so we can take appropriate action.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, operational, or regulatory reasons. We will update the "Last updated" date at the top of this page, and where changes are material, we will provide additional notice (such as an in-app notification).

12. Contact us

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