Privacy Policy — Customer app

Personal data we collect

Depending on how you use the Customer app, we may process:

• Account data — full name, email address, password or Google account identifiers, phone number, and birthday when provided.
• Delivery data — saved addresses, map pins, delivery instructions, and related proof-of-address documents if you choose to verify an address.
• Order data — cart contents, special instructions, order status history, chat messages about an order, and support/ticket messages.
• Payment data — selected payment method, cash-on-delivery eligibility signals, and transfer payment proofs you upload for admin review. We do not store full card PAN data in the FlashFood apps as a card vault; transfer rails are configured by FlashFood operations.
• Device and usage data — app version, approximate device/push tokens for notifications, and technical logs needed to secure and improve the service.
• Reviews and disputes — ratings, comments, and dispute reasons you submit about a store or rider.

Sensitive personal information

Some uploads may include sensitive personal information under the DPA—especially government-issued ID images used to verify your name or address. We process these only for identity/address verification, fraud prevention, and safety, with access limited to authorized FlashFood personnel and systems.

Providing KYC documents is optional for customers: you may order while unverified. Verification improves trust signals but is not required to place orders.

Purposes and lawful bases

We process personal data to:

• Create and secure your account (contract / legitimate interest / consent as applicable).
• Take, fulfill, and support your orders, including sharing necessary delivery details with the store and assigned rider (contract).
• Verify payments (including reviewing transfer proofs) and enable COD only when eligibility rules are met (contract / legitimate interest).
• Send transactional notifications about orders, tickets, and account security (contract / legitimate interest).
• Send optional promotional notifications; you may control promo preferences in Profile where available (consent / legitimate interest, with right to object).
• Moderate reviews, handle disputes, and enforce community standards (legitimate interest / legal claims).
• Comply with Philippine laws and lawful requests from competent authorities (legal obligation).

Sharing with stores, riders, and FlashFood ops

To complete a delivery we share with the merchant and the assigned rider the information they need (for example your delivery name/phone as shown in-app, address/pin, order items, and delivery notes). Unpaid or uncleared orders are withheld from merchant/rider operational views until payment is cleared under platform rules.

FlashFood administrators can access account, order, payment-review, KYC, and support data through the owner console to operate, moderate, and support the platform.

Location information

We use the delivery pin and address you set so stores and riders can find you. The Customer app does not continuously track your live location for matching in the same way the Rider app does. Map services may process location queries to place or refine your pin.

Service providers and disclosures

We use processors and infrastructure providers under arrangements that require appropriate protection of personal data, which may include:

• Cloud database and object storage for accounts, orders, and uploaded files (for example identity documents and payment proofs).
• Email delivery for transactional messages (when configured).
• Google Sign-In, when you choose to authenticate with Google.
• Maps / Places services to help you set delivery pins and store locations.
• Push notification services (for example Expo / device OS push channels) for order and account alerts.

Retention and account deletion

We keep personal data only as long as necessary for the purposes stated in this Policy, or as required by law (including tax, accounting, consumer, and dispute-related obligations).

If you request account deletion from the customer-facing account controls, FlashFood applies a soft-delete immediately: commerce features are locked, while you may still sign in during a 150-day window to cancel deletion (unless restore is blocked for abuse). After 150 days, we hard-delete or anonymize personal identifiers and remove KYC/media files where feasible. Order and financial ledger records may be retained in anonymized or minimized form where needed for audits, fees, cash-out history, or legal claims.

Ban or suspension by FlashFood is separate from user-requested deletion and may keep necessary records for safety and fraud prevention.

Security measures

We implement organizational, physical, and technical security measures appropriate to the nature of the personal data we process, including access controls for the admin console, encrypted transport (HTTPS/TLS) for production deployments, authentication via OAuth/JWT sessions, and role-based restrictions so merchants and riders only see order information needed for their work.

No method of transmission or storage is completely secure. Please protect your login credentials and notify us promptly through Report a concern if you suspect unauthorized access to your account.

Children

FlashFood is intended for users who can validly enter into contracts under Philippine law. We do not knowingly collect personal data from children for the purpose of creating customer accounts. If you believe a minor’s data was submitted inappropriately, contact us through Report a concern so we can take appropriate action.

Your rights under the Data Privacy Act

Subject to the conditions and limitations in the DPA and NPC issuances, you may exercise the following rights regarding your personal data:

• Right to be informed — to know how we collect, use, share, and retain your personal data.
• Right to object — including to processing for direct marketing or certain automated processing, where applicable.
• Right to access — to reasonable access to your personal data and information about how it is processed.
• Right to rectification — to dispute inaccurate or incomplete personal data and request correction.
• Right to erasure or blocking — to request suspension, withdrawal, blocking, removal, or destruction of personal data in the cases allowed by law (for example, when data is unlawfully obtained, no longer necessary, or you have withdrawn consent where consent is the basis).
• Right to damages — to be indemnified for damages sustained due to inaccurate, incomplete, outdated, false, unlawfully obtained, or unauthorized use of personal data, as provided by law.
• Right to data portability — where personal data is processed by electronic means and in a structured or commonly used format, to obtain a copy in an electronic or structured format that is commonly used, subject to technical feasibility and legal limits.
• Right to lodge a complaint — with FlashFood and/or the National Privacy Commission (https://privacy.gov.ph).

Changes to this Policy

We may update this Privacy Policy to reflect product, legal, or operational changes. Material changes will be signaled by updating the “Last updated” date on this page and, where appropriate, an in-app notice. Continued use after the effective date of a revised Policy constitutes acknowledgment of the updated notice, without prejudice to rights that require fresh consent.

How to contact us and the NPC

For privacy requests, questions, or complaints about this Policy, use Report a concern in the FlashFood app or console (Help / Profile → Report a concern). That channel creates a support ticket with an in-app chat so we can verify your identity and respond.

If you are not satisfied with our response, you may file a complaint with the National Privacy Commission through the channels published at https://privacy.gov.ph.