1. Introduction and Commitment to Privacy
HotplateGo ("we," "us," "our," or "Company") is committed to protecting your privacy. This Privacy Policy explains our practices regarding the collection, use, disclosure, and protection of your personal information when you use our website, mobile application, and related services (collectively, the "Service"). Please read this policy carefully. By accessing or using HotplateGo, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with our practices, please do not use our Service.
2. Scope and Applicability
This Privacy Policy applies to all users of HotplateGo, including customers, vendors, administrative staff, and other parties who interact with our platform. It covers personal information collected through our website (www.hotplatego.co.za), mobile application, email communications, and any other touchpoints with HotplateGo. This policy does not apply to third-party websites or services that may link from our platform. We encourage you to review the privacy policies of any linked services before providing your information.
3. Information We Collect
3.1 Account Registration Information
When you create an account on HotplateGo, we collect the following information: full name, email address, phone number, password (encrypted), profile picture (optional), date of birth (if required by law), physical address, preferred language, and account type (customer or vendor). We may also collect social media identifiers if you use social sign-in options.
3.2 Authentication and Sign-In Information
If you use Google Sign-In or other OAuth-based authentication, we receive and store a verified authentication token, your email address, display name, and basic profile information from the authentication provider. We use this information to create or access your HotplateGo account and to verify your identity.
3.3 Order and Transaction Information
When you place an order, we collect: items ordered, quantities, prices, special instructions, pickup or delivery location, delivery address (including detailed directions), estimated delivery time, order date and time, transaction amount, order status updates, refund information, and cancellation details. We collect this information to process your order, communicate with the vendor, and provide customer support.
3.4 Payment Information
HotplateGo does not directly process credit card or debit card information. Payment information is collected and processed by third-party payment service providers including Yoco, iKhokha, Paystack, and other providers selected by vendors. We receive payment status, payment method type (credit/debit card), payment confirmation, transaction reference numbers, and payment provider references. We store payment references for billing, dispute resolution, and audit purposes, but never store complete credit card numbers or sensitive authentication data.
3.5 Vendor Information
For vendors applying to or using HotplateGo, we collect: business name, trading name, business registration number (CIPC number, CK number, or equivalent), owner full name, contact names and titles, business address, physical location(s), business license information, tax identification number, bank account details for payouts, payment gateway credentials, menu items and descriptions, food images, business hours, service areas, delivery terms, refund policies, operating status, and performance metrics.
3.6 Communication and Support Information
When you contact our support team via email, in-app messaging, or through contact forms, we collect your name, contact information, message content, attachments, and communication history. We use this information to respond to inquiries, resolve issues, and improve our customer service.
3.7 Device and Technical Information
We automatically collect technical information when you use HotplateGo: device type and model, operating system and version, unique device identifiers (UDID, IMEI, Android ID), IP address, browser or app version, mobile network information, device locale and timezone settings, crash reports and error logs, usage statistics and feature interaction data. This information helps us maintain the platform, troubleshoot issues, and understand user behavior.
3.8 Location Information
If you grant permission, we collect precise location data (GPS coordinates) to show nearby vendors, calculate delivery distances, and optimize delivery routing. You can withdraw location permissions at any time through your device settings. We also collect location information you provide manually, such as your campus name or delivery address.
3.9 Cookies and Tracking Technologies
We use cookies, web beacons, pixels, and similar tracking technologies to: remember your preferences, track usage patterns, personalize your experience, and prevent fraud. Cookies may be persistent (stored on your device) or session-based (cleared when you close your browser). We also use third-party analytics tools including Google Analytics, which may set their own cookies and collect data about your use of the Service.
3.10 Push Notification Data
If you enable push notifications, we collect and store your device push token and notification preferences. We use this information to send transactional and promotional notifications related to orders, payments, and platform updates.
3.11 Campus Selection and Context Data
HotplateGo is designed for campus and nearby food delivery. We collect which campus you belong to, your affiliated institution, and your selected service area. This helps us show relevant vendors and enforce location-based controls.
4. How We Use Your Information
We use the information we collect for the following purposes:
- Service Delivery: Creating and maintaining your account, processing orders, managing vendor stores, processing payments, and tracking orders.
- Communication: Sending transactional emails (order confirmation, password reset, payment notifications), system alerts, service updates, and customer support responses.
- Personalization: Customizing your experience, remembering preferences, showing relevant vendors and menu items, and providing personalized recommendations.
- Marketing and Promotions: Sending promotional emails, notifications about new vendors or menu items, special offers, and vendor promotions (you can opt out anytime).
- Analytics and Improvement: Understanding usage patterns, identifying popular vendors and menu items, analyzing user behavior, optimizing the platform, and developing new features.
- Fraud Prevention and Security: Detecting fraudulent transactions, preventing misuse of the platform, enforcing terms and conditions, and protecting against security threats.
- Legal Compliance: Complying with applicable laws, regulations, and legal requests, maintaining records for audit and tax purposes, and resolving disputes.
- Vendor Management: Evaluating vendor applications, monitoring vendor performance, calculating commissions and fees, and managing vendor accounts.
5. Third-Party Payment Providers
HotplateGo does not directly collect or process credit card information. Payment processing is handled by third-party payment service providers, including but not limited to Yoco, iKhokha, Paystack, and vendor-selected payment gateways. These payment providers have their own privacy policies and may collect additional information from you. We are not responsible for the privacy practices of payment providers. When you make a payment through HotplateGo, you are also agreeing to the payment provider's terms and privacy policy. We recommend reviewing their policies directly.
6. Sharing Your Information
We may share your information in the following circumstances:
- Vendors: Order details, delivery address, special instructions, and contact information are shared with the vendor fulfilling your order.
- Payment Providers: Payment information, amount, and order details are shared with payment processing companies as needed to process transactions.
- Service Providers: We may share information with third-party service providers (cloud hosting, analytics, email, notification, customer support) who assist us in operating the platform under confidentiality agreements.
- Business Partners: Promotional partners or integrated services may receive information with your consent.
- Legal Requirements: We may disclose information if required by law, court order, government agency request, or to protect HotplateGo's legal rights.
- Business Transfers: If HotplateGo is involved in a merger, acquisition, bankruptcy, or sale of assets, your information may be transferred as part of that transaction.
- Aggregated Data: We may share anonymous, aggregated data (not linked to you) for analytics and research purposes.
7. International Data Transfers
HotplateGo primarily operates in South Africa. However, some service providers (cloud hosting, payment processing, email services, analytics) may process your information outside South Africa. By using HotplateGo, you consent to the transfer of your information to countries that may have different data protection laws than South Africa. We ensure our service providers implement appropriate safeguards and comply with applicable data protection standards including POPIA (Protection of Personal Information Act, 2013).
8. Data Security
We implement comprehensive technical and organizational security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include:
- Encryption of data in transit using SSL/TLS protocols
- Encryption of sensitive data at rest, including payment credentials
- Password hashing using ASP.NET Identity secure algorithms
- Access controls and role-based permissions
- Regular security audits and vulnerability assessments
- Secure authentication mechanisms and session management
- Security logs and monitoring for suspicious activity
- Secure disposal of data when no longer needed
However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your password and account credentials. Never share your login information with others. If you believe your account has been compromised, contact us immediately.
9. Data Retention
We retain personal information for as long as necessary to provide our services and fulfill the purposes outlined in this policy. Specific retention periods include:
- Active Accounts: Information is retained while your account is active and used for ongoing service delivery.
- Account Closure: After account closure, personal information is retained for 30 days before permanent deletion, allowing for account recovery.
- Order Records: Order history, including customer details, is retained for at least 3 years for business records, dispute resolution, and tax compliance.
- Payment Records: Payment references and transaction history are retained for at least 7 years for financial auditing and regulatory compliance.
- Vendor Records: Vendor application information and performance history are retained for at least 5 years after vendor account closure.
- Legal Requirements: Information may be retained longer if required by applicable law or to address legal claims.
- Support Records: Communication history with customer support is retained for at least 1 year.
10. Cookies and Tracking Technologies
HotplateGo uses cookies and similar technologies to enhance your experience. Types of cookies include:
- Essential Cookies: Necessary for platform functionality, session management, and security.
- Preference Cookies: Remember your settings, language, and customization choices.
- Analytics Cookies: Track usage patterns and help us understand how users interact with the platform.
- Marketing Cookies: Track whether you came from a promotional link and measure campaign effectiveness.
You can control cookies through your browser settings. Disabling cookies may affect platform functionality. We also use Google Analytics to analyze usage. You can opt out of Google Analytics tracking by installing the Google Analytics opt-out browser extension.
11. Push Notifications
If you enable push notifications on your device or app, we may send order updates, payment confirmations, vendor notifications, promotional messages, and account alerts. You can disable push notifications at any time through device settings or app preferences. Disabling notifications will not affect your ability to use HotplateGo.
12. Your Rights and Choices
Depending on your location and applicable law, you may have the following rights regarding your personal information:
- Access: You have the right to request a copy of the personal information we hold about you.
- Correction: You can update or correct inaccurate information through your account settings or by contacting support.
- Deletion: You may request deletion of your account and associated personal information (subject to legal retention requirements).
- Portability: You may request that we provide your information in a portable format that you can transfer to another service.
- Objection: You can object to certain processing of your information, including marketing communications.
- Withdrawal of Consent: If we rely on consent to process your information, you can withdraw consent at any time.
To exercise these rights, contact us at support@fetchr.onlinewith details of your request. We will respond within 30 days (or as required by law) and may request identification to verify your request. Some requests may not be fulfilled if they conflict with legal obligations or legitimate business interests.
13. Marketing Communications
We may send promotional emails, push notifications, and in-app messages about new vendors, menu items, promotions, and special offers. You can opt out of marketing communications at any time by:
- Clicking the "Unsubscribe" link in promotional emails
- Adjusting notification preferences in your account settings
- Disabling push notifications on your device
- Contacting us at support@fetchr.online
We will honor opt-out requests within 10 business days. Note that you cannot opt out of transactional communications (order confirmation, payment status, account alerts) as these are essential to service delivery.
14. Children's Privacy
HotplateGo is not designed for users under the age of 13 (or the applicable age of digital consent in your jurisdiction). We do not knowingly collect personal information from children under 13. If we discover that we have collected information from a child under 13, we will delete such information and terminate the child's account. Parents or guardians who believe their child has provided information to HotplateGo should contact us immediately. Users between 13 and the age of majority in their jurisdiction may use HotplateGo only with appropriate parental or guardian consent and supervision.
15. South African Privacy Law Compliance
HotplateGo complies with the Protection of Personal Information Act, 2013 (POPIA). Under POPIA, you have the right to request information about how we process your data, request correction of inaccurate data, and lodge complaints with the Information Regulator of South Africa if you believe your rights have been violated. Information Regulator contact: www.inforegulator.org.za or JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001, South Africa.
16. Data Breach Notification
If HotplateGo experiences a data breach that compromises the security of your personal information, we will notify affected users and relevant authorities as required by law. Notifications will be sent via email, push notification, and/or prominent notice on our website. We recommend monitoring your email and accounts for any suspicious activity.
17. Third-Party Links and Services
HotplateGo may contain links to third-party websites, applications, and services that are not operated by us. This Privacy Policy does not apply to third-party services, and we are not responsible for their privacy practices. We encourage you to review the privacy policies of any linked services before providing personal information. Your use of third-party services is governed by their terms and policies.
18. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, and other factors. Material changes will be communicated via email, prominent notice on the website, in-app notification, or by requiring you to accept the updated policy. Your continued use of HotplateGo after changes become effective constitutes your acceptance of the updated policy. We encourage you to review this policy regularly to stay informed about how we protect your information.
19. Contact Information
If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:
- Email: support@fetchr.online
- Website: www.hotplatego.co.za
- Response Time: We will respond to privacy inquiries within 30 days
For POPIA-specific complaints or data subject requests, you may also contact the Information Regulator of South Africa as described in Section 15.