Privacy Policy

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This Privacy Policy describes how BALACK AFRICA LTD (“Balack”, “we”, “us”, or “our”) collects, uses, stores, processes, protects, and discloses personal data when you access or use any Balack digital platform, service, application, website, point-of-sale (POS) system, delivery system, wallet service, or payment-related service (collectively referred to as the “Services”).

This Privacy Policy applies to all users of Balack Services, including but not limited to:

Customers and buyers
Vendors and sellers
Restaurant operators
Drivers (freelance and company drivers)
POS operators and staff
Administrators and managers
Website and mobile application visitors

By accessing, registering, or using any Balack Service, you confirm that you have read, understood, and agreed to this Privacy Policy. If you do not agree with any part of this Policy, you must stop using the Services immediately.

1. WHO WE ARE

BALACK AFRICA LTD is a technology-driven digital commerce company operating a multi-vendor marketplace, restaurant management system, logistics platform, payment processing infrastructure, and supporting applications.

For the purpose of data protection laws, BALACK AFRICA LTD acts as the Data Controller for personal data processed through its Services.

Official Contact Information:
Company Name: BALACK AFRICA LTD
Jurisdiction: United Republic of Tanzania
Email: [email protected]

2. DEFINITIONS

For clarity and consistency, the following definitions apply throughout this Privacy Policy:

“Personal Data” means any information that identifies or can be used to identify a natural person directly or indirectly, including name, phone number, email address, location data, or payment identifiers.
“User” means any individual or entity accessing or using Balack Services, including customers, vendors, drivers, and staff.
“Vendor” refers to any business or individual selling goods or services through the Balack platform.
“Driver” refers to individuals registered to deliver orders, either as freelance drivers or company-employed drivers.
“POS” refers to Balack’s point-of-sale system used by restaurants and vendors for in-store and offline sales.
“Wallet” refers to Balack’s internal digital balance system used for payments, payouts, refunds, and settlements.
“Processing” includes collecting, storing, using, sharing, transmitting, or deleting personal data.

3. SCOPE OF THIS PRIVACY POLICY

This Privacy Policy applies to all personal data collected through:

Balack websites and web applications
Customer mobile applications
Vendor and seller dashboards
POS systems (online and offline)
Driver mobile applications
Payment processing workflows
Customer support communications
Marketing and notification systems

This Policy does not apply to third-party websites, applications, or services that may be linked from Balack platforms. We encourage you to review the privacy policies of those third parties separately.

4. LEGAL AND REGULATORY COMPLIANCE

Balack processes personal data in accordance with applicable laws and regulations, including but not limited to:

Tanzania Data Protection Act, 2022
Electronic and Postal Communications Act
Consumer Protection Regulations
General Data Protection Regulation (GDPR) where applicable

We implement appropriate technical and organizational measures to ensure lawful, fair, and transparent processing of personal data.

5. PERSONAL DATA WE COLLECT

Balack collects personal data strictly for the purpose of operating, improving, securing, and legally administering its Services. The type of data collected depends on how you interact with our platform.

We collect personal data through direct user input, automated systems, integrated services, offline POS operations, and third-party verification sources.

5.1 DATA COLLECTED FROM CUSTOMERS

When you create an account, place an order, make a payment, or interact with Balack as a customer, we may collect the following categories of data:

Full name
Phone number
Email address
Delivery address and location details
Order history and purchase behavior
Payment confirmation references (not full card details)
Device information (model, operating system, browser)
IP address and approximate location
Customer support communications

Customer payment information is processed through secure payment gateways. Balack does not store full card numbers or sensitive authentication data.

5.2 DATA COLLECTED FROM VENDORS & SELLERS

Vendors and sellers registered on Balack provide additional business-related information necessary to operate a multi-vendor marketplace.

Business name and registration details
Owner or representative identification
Business contact information
Product listings, pricing, and inventory data
Order fulfillment records
Payout and settlement information
Tax-related identifiers where legally required
POS usage data (online and offline)

Vendors are responsible for ensuring that any customer data they access through Balack is handled in compliance with applicable laws.

5.3 DATA COLLECTED FROM RESTAURANTS

Restaurants using Balack Services, including POS and online ordering systems, provide and generate operational data such as:

Restaurant name, location, and contact details
Menu items, pricing, and availability
In-store POS transactions
Online orders and delivery requests
Staff roles (waiters, kitchen staff, managers)
Sales performance and analytics
Inventory stock levels and usage

POS systems may continue collecting transaction data even when offline. Once connectivity is restored, data is securely synchronized with Balack servers.

5.4 DATA COLLECTED FROM DRIVERS

Drivers (freelance or company-based) provide data required for logistics, delivery tracking, and payment settlement.

Full name and identification details
Phone number and contact information
Vehicle details (where applicable)
Live location data during active deliveries
Delivery history and performance metrics
Wallet balance and payout records
Compliance and verification records

Live tracking is only active during delivery operations and is disabled when deliveries are completed.

5.5 DATA COLLECTED FROM POS & STAFF USERS

Staff members using POS devices or dashboards generate operational data, including:

User roles and access permissions
Login and activity logs
Sales entries and cash handling records
Inventory updates
Audit and reconciliation data

Role-based access controls are used to ensure staff members only access information necessary for their duties.

5.6 AUTOMATICALLY COLLECTED DATA

We automatically collect certain technical data to maintain system security and performance:

IP address
Browser type and version
Device identifiers
Access timestamps
Error logs and system diagnostics

This data is used strictly for analytics, fraud prevention, and service optimization.

5.7 DATA FROM THIRD-PARTY SOURCES

In some cases, we may receive data from trusted third parties such as:

Payment processors
Identity verification services
Logistics and mapping providers
Regulatory or compliance partners

Such data is used only for legitimate operational and legal purposes.

6. PAYMENT DATA & FINANCIAL INFORMATION

Balack provides secure digital payment infrastructure that supports online payments, in-store POS payments, mobile money services, wallet systems, and offline transaction synchronization.

Financial data is processed with strict security controls and in compliance with applicable financial regulations.

6.1 PAYMENT METHODS SUPPORTED

Balack supports multiple payment channels depending on user location and service availability, including but not limited to:

Mobile money services (e.g. Mixx by Yas, Tigo Pesa, Airtel Money)
Card payments via integrated gateways
Cash payments recorded via POS
Wallet-to-wallet transfers
Offline POS transactions (synchronized later)

Payment availability may vary depending on regulatory requirements, network availability, and service provider integrations.

6.2 PAYMENT DATA WE COLLECT

When a payment is initiated or completed, Balack may collect and process:

Transaction amount and currency
Payment reference numbers
Transaction timestamps
Order identifiers
Payment status (successful, pending, failed)
Associated user or merchant account

Balack does NOT store full card numbers, PIN codes, CVV codes, or mobile money secret credentials.

6.3 WALLET SYSTEM

Balack operates a digital wallet system for sellers, drivers, restaurants, and other eligible users.

Wallets allow users to:

Receive sales proceeds
Track earnings and balances
Request payouts to mobile money or bank accounts
Receive instant driver payouts after delivery completion
View transaction history

Wallet balances are virtual representations of funds and are subject to reconciliation and verification before payout.

6.4 OFFLINE POS PAYMENTS

Balack POS systems are designed to function even without internet connectivity.

When offline:

Transactions are securely stored on the device
Payment records are encrypted locally
Sales data is marked as “pending synchronization”

Once connectivity is restored, all offline transactions are automatically synchronized with Balack servers.

6.5.1 Transaction & Service Fees

All transactions on Balack Africa Ltd are subject to a 7% transaction and service processing fee. This fee is automatically included in the final transaction amount and supports secure payment processing and platform operations. By completing a purchase, customers agree to this charge.

6.5.2 Seller Withdrawal & Service Fees

Sellers using the Balack Africa Ltd platform are subject to a 5% withdrawal and service processing fee on all fund withdrawals. This fee covers payment settlement, platform maintenance, and administrative processing costs. By requesting a withdrawal, the seller acknowledges and agrees to this fee being deducted from the withdrawal amount.

6.5.3 REFUNDS & REVERSALS

Refunds and payment reversals may be processed under specific conditions, subject to Balack’s refund and cancellation policies.

Refund-related data includes:

Original transaction reference
Refund amount
Refund reason
Refund status

Refund timelines depend on payment providers and banking systems and may take several business days.

6.6 FRAUD PREVENTION & SECURITY

Balack employs automated and manual systems to detect and prevent fraudulent activities.

Transaction monitoring
Unusual behavior detection
Velocity and frequency checks
Account verification procedures

Accounts suspected of fraud may be temporarily suspended pending investigation.

6.7 LEGAL & REGULATORY COMPLIANCE

Financial data processing is conducted in compliance with:

Local financial regulations
Anti-money laundering (AML) requirements
Know Your Customer (KYC) obligations
Tax reporting laws where applicable

Balack may share required financial data with regulators when legally obligated to do so.

7. PURPOSES FOR DATA PROCESSING

Balack processes personal and operational data strictly for legitimate, transparent, and clearly defined purposes that are necessary to deliver, maintain, secure, and improve its services.

We do not collect or process personal data for purposes that are incompatible with the objectives described in this Privacy Policy.

7.1 SERVICE DELIVERY & PLATFORM OPERATIONS

Data is processed to enable core functionality of the Balack ecosystem, including but not limited to:

User account creation and authentication
Seller, restaurant, and vendor onboarding
Order placement, processing, and fulfillment
Delivery coordination and driver assignment
POS operations (online and offline)
Inventory management and stock synchronization

Without this data processing, Balack would not be able to provide its core services.

7.2 PAYMENT PROCESSING & FINANCIAL OPERATIONS

Personal and transactional data is processed to:

Initiate and confirm payments
Manage digital wallets and balances
Facilitate payouts to sellers and drivers
Process refunds and reversals
Generate invoices, receipts, and transaction records

Financial processing is essential to the contractual relationship between Balack and its users.

7.3 COMMUNICATION & NOTIFICATIONS

Balack uses personal data to communicate with users regarding:

Order confirmations and delivery updates
Payment notifications
Offline-to-online order synchronization alerts
System alerts and service updates
Customer support responses

Communication may occur via SMS, email, in-app notifications, or dashboard alerts.

7.4 CUSTOMER SUPPORT & DISPUTE RESOLUTION

Data is processed to:

Respond to support requests
Investigate transaction issues
Resolve delivery or payment disputes
Handle refunds, complaints, and escalations

Support-related data may be retained for quality control and audit purposes.

7.5 ANALYTICS, IMPROVEMENT & PERFORMANCE

Balack processes aggregated and anonymized data to:

Improve platform performance
Optimize delivery routing
Enhance user experience
Analyze sales and demand trends
Develop new features

Analytical processing does not involve unauthorized profiling or intrusive monitoring.

8. LEGAL BASIS FOR DATA PROCESSING

Balack processes personal data under one or more of the following legal bases:

8.1 CONTRACTUAL NECESSITY

Data processing is required to fulfill contractual obligations, including:

Providing ordered goods and services
Executing payments and settlements
Operating POS and merchant services

Failure to provide required data may result in inability to access certain services.

8.2 LEGAL OBLIGATIONS

Balack processes data to comply with applicable laws, including:

Tax regulations
Financial reporting requirements
Anti-money laundering (AML) laws
Regulatory audits and lawful requests

Such processing is mandatory and cannot be opted out of.

8.3 LEGITIMATE INTERESTS

Balack may process data where it has a legitimate interest, provided such interests do not override user rights, including:

Fraud prevention
Platform security
Service optimization
Business continuity

8.4 USER CONSENT

Where required, Balack relies on user consent for specific processing activities such as:

Marketing communications
Optional notifications
Promotional messaging

Users may withdraw consent at any time without affecting lawful processing already performed.

9. DATA SHARING PRINCIPLES

Balack does not sell, rent, or trade personal data. Data is shared strictly on a need-to-know basis and only for purposes directly related to service delivery, legal compliance, or platform security.

All third-party data access is governed by contractual, technical, and organizational safeguards.

9.1 SHARING WITH SELLERS & MERCHANTS

When a customer places an order, relevant data is shared with the seller or restaurant to fulfill the order.

Shared information may include:

Customer name
Delivery address
Contact number
Order details and items
Special delivery instructions

Sellers are contractually obligated to use this data solely for order fulfillment and not for unrelated purposes.

9.2 SHARING WITH DELIVERY DRIVERS

To enable logistics and delivery operations, Balack shares limited data with assigned drivers.

This includes:

Pickup and delivery locations
Customer name and phone number
Order reference number
Delivery status updates

Drivers only access data for the duration of the assigned trip. Access is revoked after order completion.

9.3 PAYMENT SERVICE PROVIDERS

Balack integrates with licensed payment service providers to process transactions securely.

Payment data may be shared with:

Mobile money operators
Banking partners
Payment gateways
Wallet and payout systems

Balack does not store sensitive payment credentials such as full card numbers or PINs.

9.4 TECHNOLOGY & INFRASTRUCTURE PROVIDERS

Balack relies on trusted technology providers to operate its infrastructure.

These may include:

Cloud hosting providers
Database and backup services
Messaging and notification services
Analytics and monitoring tools

These providers act strictly as data processors and are bound by confidentiality and data protection agreements.

9.5 LEGAL & REGULATORY DISCLOSURES

Balack may disclose data where required by law or lawful authority.

This includes:

Compliance with court orders
Tax and financial audits
Fraud investigations
Regulatory reporting

Such disclosures are limited to what is legally required.

9.6 CROSS-BORDER DATA TRANSFERS

In some cases, data may be transferred or processed outside the user’s country of residence.

When cross-border transfers occur, Balack ensures:

Adequate data protection standards
Contractual safeguards
Compliance with applicable regulations

Transfers are conducted only where necessary for service delivery or legal compliance.

9.7 CONFIDENTIALITY & ACCESS CONTROL

Access to shared data is restricted through:

Role-based access controls
Authentication mechanisms
Activity logging and monitoring
Time-limited access permissions

Unauthorized access or misuse of data is strictly prohibited and subject to disciplinary and legal action.

10. DATA RETENTION & STORAGE POLICY

Balack retains personal data only for as long as necessary to fulfill the purposes outlined in this Privacy Policy, comply with legal obligations, resolve disputes, enforce agreements, and support business operations.

Data retention periods vary depending on the nature of the data, regulatory requirements, and operational needs.

10.1 Retention Periods

User account data – retained while the account is active
Order and transaction records – retained for accounting and legal compliance
Payment records – retained as required by financial regulations
Delivery and logistics data – retained for operational analysis
Customer support communications – retained for quality assurance

When data is no longer required, it is securely deleted or anonymized.

11. DATA SECURITY MEASURES

Balack implements strong technical and organizational measures to protect personal data against unauthorized access, loss, alteration, disclosure, or destruction.

11.1 Security Controls

Encrypted data transmission (HTTPS / SSL)
Secure cloud infrastructure
Role-based access controls
Authentication and authorization mechanisms
Regular system monitoring and audits

Despite best efforts, no system is 100% secure. Users are encouraged to protect their account credentials.

12. USER RIGHTS & DATA CONTROL

Users have full rights over their personal data in accordance with applicable data protection laws.

12.1 Your Rights Include:

Right to access your personal data
Right to correct inaccurate or incomplete data
Right to request deletion of your data
Right to restrict or object to data processing
Right to data portability (where applicable)

Requests may be subject to identity verification and legal limitations.

13. ACCOUNT DELETION

Users may request account deletion at any time.

Upon deletion:

Personal data will be removed or anonymized
Transactional data may be retained for legal purposes
Access to services will be permanently revoked

Some data may remain stored where required by law or regulation.

14. CHILDREN’S PRIVACY

Balack services are not intended for individuals under the age of 18 without parental or legal guardian consent.

We do not knowingly collect personal data from minors. If such data is identified, it will be removed promptly.

15. POLICY UPDATES & CHANGES

Balack may update this Privacy Policy from time to time to reflect changes in technology, law, or business operations.

Updated versions will be published on the platform. Continued use of the services constitutes acceptance of the revised policy.

16. CONTACT INFORMATION

For privacy-related inquiries, data requests, or concerns, please contact us:

Email: [email protected]

We aim to respond to all requests in a timely and professional manner.

17. FINAL STATEMENT

By using Balack applications, platforms, tools, and services, you acknowledge that you have read, understood, and agreed to this Privacy Policy.

Balack is committed to transparency, security, and responsible data handling as a core principle of its operations.