Privacy Policy

Last updated: October 2026

This policy explains what information Mtendere OS, the system that runs our shops, collects when you shop or chat with us, why we collect it, who we share it with, and how long we keep it. It applies when you message us on WhatsApp, Facebook Messenger or Instagram, comment on our posts, or place an order with us.

In short: we use your details to answer you, take your order and deliver it. We do not sell your information. Many of our replies are written by an automated assistant, and a member of our team can step in at any time.

1. Information we collect

Your contact details — your name, phone number or social media account, and an email address if you choose to give one.
Your messages — text, voice notes, photos, videos and documents you send us, and your comments on our Facebook and Instagram posts.
Order details — the products you order, quantities, prices, your delivery address or a location pin you share, and any delivery instructions.
Payment information — the payment method you choose and any proof of payment you send us, such as a transfer screenshot. We do not collect or store bank card numbers or PINs.
Purchase history — your past orders, which we use for membership tiers and member prices.
Ad information — if you reach us by tapping one of our ads, Meta tells us which ad it was, so we can show you the right product.
Visits to our shop websites — the pages you open and your internet address, in our server's logs, and visitor counts from Cloudflare that use no cookies. Browsing our shop websites sets no advertising or tracking cookies.

2. How we use it

To answer your questions, show you products and prices, and find a product from a photo you send.
To take, confirm, deliver and support your order, including receipts, invoices and delivery updates.
To apply membership tiers and member prices based on your purchases.
To send you reminders about an order, a payment or an outstanding balance.
To send occasional offers if you have bought from us or are a member. You can stop these at any time by replying STOP.
To keep our pages useful and safe — for example, we may hide comments that are abusive or off-topic.
To keep accurate business and tax records.

3. Automated replies and AI

Many of our replies are written by an automated assistant that uses artificial intelligence. To do this, the content of your messages is processed by our technology providers: OpenAI writes replies, transcribes voice notes and can reply to you by voice, and Google may receive a short text description of a photo you send so we can match it to a product. When your conversation is passed to our team, Anthropic's AI assistant may read it to answer you, to ask our team something it does not know, or to place your order once you have confirmed the order summary. Prices, stock and your order are always checked by our own system, not by the AI. If you would rather speak to a person, just ask.

4. Our WhatsApp contacts

If your number is saved in our business WhatsApp contacts, our system stores it so that we can show you our WhatsApp Status updates. When you view one of our Status updates, we record when you last viewed it, and we use the views from the last 120 days to show our updates first to the people most interested in them. Older views are deleted automatically.

If you would rather not be included, message us and we will remove you. We delete the number and the viewing record our system holds, and keep only a note of your request, so that you are not added again.

5. Who we share it with

Our team and delivery riders — the staff member and rider handling your order receive your name, phone number, delivery address and the items ordered.
Couriers — for deliveries outside our delivery cities, the courier receives what it needs to deliver your parcel.
Technology providers who help us run our service: Meta (WhatsApp, Messenger, Instagram and Facebook), OpenAI, Anthropic, Google, Resend (email receipts), Cloudflare (delivering our shop websites securely) and DigitalOcean (our servers).
Authorities, where the law requires it.

We do not sell your information or share it with anyone for their own marketing.

6. Where your information is processed

Our servers are in the United Kingdom, and our technology providers may process information in other countries, including the United States. We only use providers that are well established and apply their own security and privacy protections.

7. How long we keep it

Chat records our system uses to follow a conversation are deleted after about 7 days.
Photos, voice notes and documents you send: our system's own copy is deleted within 24 hours. If a message is passed to a member of our team, it stays in that team chat while your request is handled.
Saved delivery details are offered back to you for up to 90 days after an order, so you do not have to type them again.
Order, payment and accounting records, and records of support requests, are kept for as long as we need them for deliveries, returns and warranties, and as long as tax and accounting law requires.
Records of the offers we send you (which item, and when) are kept for about 13 months, so we never send you more than your allowance or the same item again too soon. Then they are deleted.
System logs, which can include parts of messages, are kept for up to 30 days for troubleshooting and then deleted automatically. Phone numbers and email addresses in them are replaced with codes.
Shop website logs (the pages requested and the internet address that asked) are deleted after 14 days.
Chats on WhatsApp, Messenger and Instagram are also stored by Meta under Meta's own policies.

8. How we protect it

Access to customer information is limited to the people and systems that need it, and our system files are protected so that only our service can read them. Phone numbers and email addresses are replaced with codes in our system logs. No system is perfectly secure, but we take reasonable care to protect your information.

9. Your choices and rights

Ask us what information we hold about you, and for a copy of it.
Ask us to correct anything that is wrong.
Ask us to delete your information. We will, except records we must keep by law, such as order and payment records.
Stop marketing messages at any time by replying STOP.
Ask to be left out of our WhatsApp Status updates.

To make a request, message us on any of our chats or email us at the address below. We may need to confirm it is you before we act.

10. Children

Our shops are meant for adults. We do not knowingly collect information from children. If you believe a child has sent us their details, contact us and we will delete them.

11. Changes to this policy

We may update this policy as our services change. The date at the top shows when it was last updated.

12. Contact us

For any privacy question or request, email [email protected].