Last Updated: July 1, 2026 | Servana Nigeria (Nortbitech Groups) | support@servana.ng

Privacy Policy

Servana ("we", "us", "our"), operated by Nortbitech Groups, respects your privacy. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you use the Servana mobile application, website at servana.ng, vendor dashboards, and related services in Nigeria.

This policy complies with the Nigeria Data Protection Regulation (NDPR), the Nigeria Data Protection Act 2023, and Google Play data safety requirements.

1. Information We Collect

Account & Identity Data

• Full name, email address, phone number, password (stored hashed), profile photo
• User role (customer, vendor, service provider, delivery partner, admin)
• Date of birth (where required for age verification or healthcare bookings)
• KYC documents: National ID, NIN, driver's license, passport, CAC certificate, proof of address

Transaction & Financial Data

• Orders, bookings, cart contents, payment history, refunds, and invoices
• Wallet balance, top-ups, transfers, withdrawals, and transaction PIN usage
• Bank account details for vendor/provider/delivery partner payouts
• Payment method tokens (card data is processed by Paystack/Flutterwave; we do not store full card numbers)

Location Data

• Saved delivery and service addresses
• GPS coordinates when you enable location for delivery tracking, rider assignment, or nearby store discovery
• Real-time rider location during active deliveries (visible to customers for tracking)

Device & Technical Data

• Device type, operating system, app version, unique device identifiers
• IP address, browser type, session cookies (see Cookie Policy)
• Firebase Cloud Messaging (FCM) push notification tokens
• Crash logs and performance diagnostics

Usage & Interaction Data

• Browsing history, search queries, product views, and category preferences
• Reviews, ratings, chat messages, and support tickets
• Promotional engagement, loyalty points, and referral activity

2. How We Use Your Information

We process your data for the following purposes:

• Service delivery: processing orders, bookings, payments, deliveries, and wallet transactions
• Account management: registration, authentication, profile updates, and role-based access
• Identity verification: KYC checks for vendors, providers, delivery partners, and high-value transactions
• Communication: order confirmations, delivery updates, booking reminders, and support responses via SMS (Termii), email, and push notifications
• Personalization: product recommendations, smart substitutions, and relevant promotions
• Safety & fraud prevention: detecting suspicious activity, chargeback abuse, and policy violations
• Legal compliance: tax reporting, financial record-keeping, NDPR obligations, and law enforcement requests
• Platform improvement: analytics, bug fixes, and feature development (often using anonymized data)

3. Legal Basis for Processing

We process personal data based on: (a) performance of a contract (fulfilling your orders and bookings); (b) your consent (marketing communications, optional location sharing); (c) legal obligations (tax, KYC, NDPR); and (d) legitimate interests (fraud prevention, platform security, service improvement).

4. Sharing of Information

We do not sell your personal data. We share information only as necessary:

• Vendors & providers: name, contact, delivery address, and order/booking details to fulfill your request
• Delivery partners: pickup/delivery addresses, contact phone, and order contents for fulfillment
• Payment processors: Paystack and Flutterwave for payment authorization and settlement
• Cloud & infrastructure: hosting, database, and file storage providers under data processing agreements
• Communications: Termii (SMS), Firebase (push notifications), email service providers
• Maps & location: Google Maps for directions, geocoding, and delivery tracking
• Legal authorities: when required by law, court order, or to protect rights and safety

5. Data Retention

We retain data according to our Data Retention Policy. In summary: active account data is kept while your account exists; transaction records are retained up to 7 years for tax and financial compliance; deleted accounts enter a 14-day grace period before permanent erasure of personal identifiers.

6. Your Rights Under NDPR

You have the right to:

• Access your personal data held by Servana
• Correct inaccurate or incomplete information
• Export your data (available via Settings → Privacy or GET /api/privacy/export)
• Delete your account (Settings → Privacy & Security → Delete Account, or email privacy@servana.ng)
• Withdraw consent for marketing communications at any time
• Object to certain processing and lodge a complaint with the Nigeria Data Protection Commission (NDPC)

To exercise these rights, contact privacy@servana.ng. We respond within 30 days.

7. Children's Privacy

Servana is intended for users aged 18 and above. We do not knowingly collect data from minors. If we discover a minor's account, we will delete it promptly.

8. International Transfers

Your data is primarily stored and processed in Nigeria. Where data is transferred to service providers outside Nigeria, we ensure appropriate safeguards consistent with NDPR requirements.

9. Security Measures

We implement industry-standard protections including HTTPS/TLS encryption in transit, hashed passwords (bcrypt), JWT token-based API authentication, role-based access controls, encrypted KYC document storage, and screenshot protection on sensitive screens (wallet, KYC). Report security concerns to security@servana.ng.

10. Cookies & Tracking

Our website uses cookies for authentication, session management, and analytics. See our Cookie Policy for details and opt-out options.

11. Changes to This Policy

We may update this Privacy Policy periodically. Material changes will be notified via email, in-app notice, or updated "Last Updated" date. Continued use after changes constitutes acceptance.

12. Contact Our Data Protection Officer

Email: privacy@servana.ng · Support: support@servana.ng · Website: servana.ng/marketplace/help

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Questions? Contact support@servana.ng or privacy@servana.ng.