Privacy Policy

Prive ("we", "us", or "our") respects your privacy and designs the Service around discretion, security, and practical necessity. This Privacy Policy explains what personal information we collect when you use the Prive app and related services, how we use and share it, and the choices available to you. It should be read together with our Terms of Service.

1. Who is responsible for your information

For the purposes of this policy, Prive is the data controller for personal information processed through the Prive platform in connection with account management, ordering, payments, support, and platform operations. Participating pharmacies may also process information about your order as independent controllers or processors for fulfilment, dispensing, and regulatory record-keeping obligations.

2. Information we collect

We collect information you provide directly, information generated through your use of the Service, and limited information from third parties where needed to operate the platform.

Account and profile information may include your mobile phone number, name, email address, gender where you choose to provide it, and preferences you set in the app.

Order and transaction information may include products purchased, pharmacy selected, delivery address, map coordinates, drop-off notes, order status, payment method, transaction references, wallet balance activity, receipts, and refund records.

Support and communications may include messages you send through in-app chat, attachments you upload, and records needed to resolve enquiries.

Device and technical information may include device identifiers used for push notifications, app version, operating system, IP address, and diagnostic logs needed for security and performance.

Location information may include precise or approximate location when you grant permission, for example to show nearby products, calculate delivery, or save a delivery address.

Education and assistant interactions may include questions you submit to Zaila and related conversation context needed to provide guidance within the Service.

3. How we use your information

We use personal information to:

• create and secure your account, including OTP verification;
• process, fulfil, and deliver orders through pharmacy partners;
• take and reconcile payments, wallet top-ups, and refunds;
• send transactional notifications about orders, deliveries, and account activity;
• provide customer support and investigate complaints;
• personalise browsing, recommendations, and service availability by area;
• deliver educational content and operate the Zaila assistant within stated limits;
• detect, prevent, and investigate fraud, abuse, and security incidents;
• comply with law, respond to lawful requests, and enforce our Terms;
• improve the Service through analytics, testing, and quality monitoring.

We process information only where we have a legitimate business need, contractual necessity, legal obligation, or your consent where consent is required.

4. Discretion and sensitive purchases

We understand that health and personal wellness purchases are sensitive. Prive limits access to order and account information to personnel, pharmacies, riders, and service providers who need it to perform their role. We do not sell your personal information. We do not publish your purchase history publicly.

Packaging and delivery workflows are designed to reduce unnecessary exposure of order contents. Please avoid placing highly identifying information in free-text fields unless needed for safe delivery.

5. How we share information

We share personal information only as needed to operate the Service:

Pharmacy partners receive the information required to prepare and hand over your order, including items purchased, quantities, and relevant delivery details.

Payment processors and financial partners receive information needed to authorise, settle, or refund transactions, including mobile money, card, and wallet activity.

Delivery and logistics providers receive address, contact, and instruction details needed to complete delivery.

Technology providers that host, secure, message, map, or analyse the Service may process information on our behalf under contractual confidentiality and security obligations.

We may disclose information where required by law, court order, or competent authority, or where necessary to protect the rights, safety, and security of users, Prive, or others.

6. Payments and wallet data

Payment card and mobile-money credentials are handled by authorised payment partners rather than stored in full on Prive servers. We retain transaction references, amounts, status, and limited payment metadata needed for receipts, reconciliation, fraud prevention, and customer support. Wallet balances and top-up history are linked to your account to support checkout and refunds.

7. Notifications and device tokens

If you enable notifications, we register a device token so we can send order updates, support replies, and service notices. You can disable notifications in your device settings; however, some transactional messages may still be sent by SMS or phone where necessary to complete a service you requested.

8. Biometric app lock

If you enable biometric lock, authentication is performed locally on your device using the operating system's secure facilities. Prive does not receive or store your biometric data.

9. Zaila and educational content

Interactions with Zaila may be processed to generate responses, maintain conversation context, improve safety filters, and enhance educational quality. Do not submit information you do not want processed for support and service improvement. Assistant output is informational and may be logged in accordance with this policy and our Terms.

10. Data retention

We retain personal information for as long as your account is active and as needed to provide the Service, resolve disputes, enforce agreements, and meet legal, tax, pharmacy, and payment record-keeping requirements. Retention periods may vary by data type. When information is no longer required, we delete or anonymise it using reasonable technical and organisational measures, subject to backup and archival cycles.

11. Security

We implement administrative, technical, and physical safeguards appropriate to the nature of the data we process, including encrypted transport, access controls, and monitoring for abuse. No method of transmission or storage is completely secure; you are responsible for safeguarding your device and account access.

12. Your choices and rights

Depending on applicable law, you may have the right to request access to, correction of, or deletion of certain personal information, to object to or restrict specific processing, and to withdraw consent where processing is consent-based.

You can update much of your profile information directly in the app. You can also request access, correction, or deletion of specific personal data without closing your account. To close your account and request deletion of associated data, follow our account-deletion instructions. We may need to verify your identity before fulfilling a request. Some information must be retained even after account closure where required for legal or operational reasons.

13. Children

The Service is intended for adults aged eighteen (18) and over. We do not knowingly collect personal information from children. If you believe a minor has provided information to Prive, contact support so we can take appropriate action.

14. International processing

Prive primarily serves customers in Ghana. Some service providers may process information in other countries with different data-protection laws. Where this occurs, we take steps designed to ensure appropriate safeguards consistent with this policy and applicable law.

15. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top will change when we do. Material changes will be communicated through the app or other reasonable means. Continued use after an update means you acknowledge the revised policy, unless law requires a different approach.

16. Contact us

For privacy questions or requests, contact us through the in-app Help / Support chat or the contact details published on priveghana.com. Please use your registered phone number so we can verify your request.