GoSnel - Privacy Policy & Terms of Service

1. Introduction

Welcome to GoSnel ("we," "our," "us"). GoSnel is a food delivery platform that connects users with local restaurants and vendors in the United Arab Emirates. This document contains our Privacy Policy, Terms of Service, and Cookie Policy that govern your use of our services.

By using GoSnel's website, mobile applications, or any of our services, you agree to be bound by these terms and policies.

Service Coverage: United Arab Emirates (Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah, Fujairah)

2. Privacy Policy

2.1 Information We Collect

Personal Information (Users)

We collect the following information when you create an account or use our services:

• Full Name: Account identification, delivery (Required)
• Email Address: Account login, notifications, receipts (Required)
• Phone Number (E.164 format): Delivery coordination, OTP verification (Required)
• Delivery Address: Order fulfillment (Required)
• GPS Location: Accurate delivery, nearby restaurants (Optional)
• Profile Photo: Account personalization (Optional)
• Preferred Language: Service localization (EN/AR) (Optional)

Order & Preference Data

• Meal preferences (dietary restrictions, allergies)
• Delivery notes (apartment number, gate codes)
• Order history and favorite restaurants
• Budget preferences
• Chat conversations with our AI assistant

Payment Information

We use Stripe as our payment processor. GoSnel does NOT store:

• Full credit/debit card numbers
• CVV/CVC codes
• Card expiration dates

Stripe securely processes and stores all payment information.

Vendor/Restaurant Information

For restaurant partners, we collect:

• Business name and registration details
• Owner/manager contact information
• Bank account details (for payouts via Stripe Connect)
• Business licenses and permits
• Menu items, pricing, and descriptions

Driver Information

For delivery partners, we collect:

• Personal identification documents
• Driver's license
• Vehicle registration
• Emirates ID
• Bank account details (for payouts)
• Real-time location during deliveries

2.2 How We Use Your Information

• Process and deliver your orders: Contract performance
• Send order confirmations and updates: Contract performance
• Process payments securely: Contract performance
• Provide customer support: Legitimate interest
• Improve our AI recommendations: Legitimate interest
• Send promotional offers (with consent): Consent
• Comply with legal obligations: Legal requirement
• Prevent fraud and abuse: Legitimate interest

2.3 Information Sharing

We share your information with:

Service Providers:

• Stripe: Payment processing
• Supabase: Database hosting (PostgreSQL)
• OpenAI: AI chat assistance (anonymized conversations)
• Google: Maps and location services
• Cloudflare: Website hosting and security

Third Parties:

• Restaurants/Vendors (order details for fulfillment)
• Delivery drivers (delivery address and contact)
• Law enforcement (when legally required)

We NEVER sell your personal data to third parties for marketing purposes.

2.4 Data Security

We implement industry-standard security measures:

• Encryption: All data transmitted using TLS 1.3
• Password Hashing: bcrypt with salt
• API Security: JWT token authentication
• Database: PostgreSQL with row-level security
• Payment: PCI-DSS compliant via Stripe
• Access Control: Role-based permissions

2.5 Data Retention

• Account information: Until account deletion + 30 days
• Order history: 7 years (tax/legal compliance)
• Payment records: 7 years (financial regulations)
• Chat conversations: 90 days
• Location data: 30 days after each session
• Marketing preferences: Until consent withdrawn

2.6 Your Rights (GDPR & UAE PDPL Compliance)

You have the right to: Access, Rectification, Erasure ("right to be forgotten"), Portability, Restriction, Objection, and Withdraw Consent. To exercise these rights, contact: privacy@gosnel.com

2.7 Children's Privacy

GoSnel is not intended for users under 18 years of age. We do not knowingly collect personal information from children.

2.8 International Data Transfers

Your data may be processed in the UAE (primary), EU (Supabase servers), and the US (Stripe, OpenAI). All transfers are protected by appropriate safeguards.

3. Terms of Service

3.1 Acceptance of Terms

By accessing or using GoSnel, you agree to these Terms of Service. If you do not agree, you may not use our services.

3.2 Service Description

GoSnel provides a platform connecting users with restaurants, AI-powered meal recommendations, online ordering, payment processing, delivery coordination, vendor management tools, and driver management.

3.3 User Accounts

You must be at least 18 years old and provide accurate information. You are responsible for account security. Duplicate accounts are prohibited.

3.4 Orders and Payments

Pricing: All prices are in UAE Dirhams (AED), including VAT where applicable. Delivery fees vary.

Order Cancellation & Refund Policy: Users may cancel orders before restaurant confirmation. Once confirmed, cancellation may incur fees. Full refunds are provided for orders not received; partial refunds for incorrect/missing items. Quality issues are reviewed case-by-case. Refunds return to the original payment method within 5-7 business days.

3.5 Vendor Terms

Restaurant Partners agree to: Maintain accurate menu info/pricing, prepare orders timely, comply with UAE food safety regulations, maintain valid licenses, and accept GoSnel's pricing structure.

GoSnel Pricing Model - Fixed Fee Per Order:

GoSnel charges a fixed fee of AED 5.00 per order, NOT a percentage-based commission. This transparent pricing model benefits both vendors and customers. The fee applies per cart/order, not per individual item.

Delivery Channel Options:

• GoSnel App Orders: Customers order through our app with full management. AED 5.00 deducted per confirmed order upon vendor approval.
• Instagram Orders: Customers are redirected to Instagram. AED 5.00 deducted per referred order immediately when customer clicks "Accept & Confirm Order" (referral basis).

Payouts & Credit System: Payouts processed weekly via Stripe Connect (minimum threshold: 100 AED). Vendors must maintain sufficient credit balance; orders may be paused if balance is insufficient.

3.6 Driver Terms

Delivery Partners agree to: Maintain valid license/registration, carry Emirates ID, follow protocols, and handle food safely. Compensation is per-delivery; tips pass through 100% to drivers.

3.7 Prohibited Activities

Users may not use the platform for illegal purposes, harass others, create fake accounts/orders, reverse engineer software, or submit false information.

3.8 Intellectual Property

All GoSnel content, branding, UI, and AI algorithms are owned by GoSnel and protected by copyright law.

3.9 Limitation of Liability

GoSnel is NOT liable for food quality/safety (restaurant responsibility), delivery delays, allergic reactions, or third-party service outages. Maximum liability is limited to the amount paid for the specific order.

3.10 Dispute Resolution

Governing Law: UAE. Dispute process involves contacting support first, followed by mediation through Dubai International Arbitration Centre (DIAC) if necessary.

4. Cookie Policy

Cookies are small text files stored on your device. We use Essential (authentication, security), Functional (language, location), Analytics (usage stats), and Marketing (personalized recommendations) cookies.

You can manage cookies through your browser settings. Disabling essential cookies may prevent certain features from functioning.

5. Contact Information