Zonke Privacy Policy
Effective Date: 01/09/2025
Last Updated: 01/09/2025
This Privacy Policy explains how Zonke Technologies (Pty) Ltd, registration number 2025 / 211491 / 07 (“Zonke”, “we”, “us” or “our”), collects, uses, stores, shares and protects personal information when you use the Zonke mobile application, website, support channels and related services.
Zonke’s registered office is 15 Steenbras Street, Gallo Manor, Sandton, Gauteng, 2052, South Africa.
This Privacy Policy applies to customers, users, shop owners, authorised shop operators and any person who accesses or uses the App or communicates with Zonke.
By creating an account, using the App, placing an order, contacting Zonke, or otherwise using our services, you acknowledge that Zonke may process your personal information as described in this Privacy Policy.
This Privacy Policy should be read together with our Terms of Use.
1. POPIA Compliance
1.1. Zonke processes personal information in accordance with the Protection of Personal Information Act, 4 of 2013 (“POPIA”) and other applicable South African laws.
1.2. For purposes of POPIA, Zonke is the responsible party for the personal information we collect and process through the App and our services, unless stated otherwise.
1.3. This means Zonke determines why and how your personal information is processed.
2. Information Officer
2.1. Zonke’s Information Officer is responsible for encouraging and monitoring compliance with POPIA.
2.1.1. Information Officer: Kishan Bhana
2.1.2. Email: help@zonke.online
2.1.3. WhatsApp: +27 78 327 8417
2.1.4. Registered office: 15 Steenbras Street, Gallo Manor, Sandton, Gauteng, 2052, South Africa
2.2. You may contact us using these details if you have questions about this Privacy Policy or how we process your personal information.
3. What Personal Information We Collect
We collect different types of information depending on how you use the App and our services.
3.1. Account and Contact Information
3.1.1. We may collect:
3.1.1.1. your name and surname;
3.1.1.2. your cellphone number;
3.1.1.3. your login or account credentials;
3.1.1.4. OTP verification information;
3.1.1.5. support contact details; and
3.1.1.6. communication preferences.
3.2. Business and Shop Information
3.2.1. We may collect:
3.2.1.1. your shop or business name;
3.2.1.2. shop type or business category;
3.2.1.3. delivery address;
3.2.1.4. map pin, GPS coordinates or location details;
3.2.1.5. business operating area;
3.2.1.6. information about the shop linked to your account; and
3.2.1.7. any other business information you provide in the App or through our support channels.
3.3. Order and Transaction Information
3.3.1. We may collect:
3.3.1.1. products viewed, searched for, added to cart or ordered;
3.3.1.2. order quantities;
3.3.1.3. order values;
3.3.1.4. delivery fees;
3.3.1.5. order status;
3.3.1.6. order history;
3.3.1.7. delivery preference;
3.3.1.8. complaints, returns, refunds, credits or replacement records;
3.3.1.9. receipts or invoice requests; and
3.3.1.10. product issue, product recall or food-safety-related information.
3.4. Payment Information
3.4.1. Payments are processed by third-party payment service providers.
3.4.2. Zonke may receive and store limited payment-related information, such as:
3.4.2.1. transaction status;
3.4.2.2. payment confirmation details;
3.4.2.3. payment reference numbers;
3.4.2.4. masked card details, such as the last few digits of a card;
3.4.2.5. payment tokens or identifiers provided by the payment service provider;
3.4.2.6. saved-card status; and
3.4.2.7. fraud, risk or payment failure indicators.
3.4.3. Zonke does not store your full card number or CVV.
3.4.4. Where you save a card for future payments, your card information is stored and processed by the payment service provider, not by Zonke.
3.5. Delivery and Proof of Delivery Information
3.5.1. We may collect:
3.5.1.1. delivery address and location data;
3.5.1.2. delivery instructions;
3.5.1.3. delivery status updates;
3.5.1.4. proof of delivery records;
3.5.1.5. driver or courier delivery notes;
3.5.1.6. photographs, signatures, OTP confirmations or other proof of delivery;
3.5.1.7. failed delivery records; and
3.5.1.8. communications about delivery.
3.6. App, Device and Usage Information
3.6.1. When you use the App, we may automatically collect:
3.6.1.1. device type;
3.6.1.2. operating system;
3.6.1.3. app version;
3.6.1.4. IP address;
3.6.1.5. device identifiers;
3.6.1.6. log information;
3.6.1.7. pages, screens or features used;
3.6.1.8. search activity;
3.6.1.9. buttons or actions selected;
3.6.1.10. session data;
3.6.1.11. error reports;
3.6.1.12. performance data; and
3.6.1.13. analytics data.
3.7. Location Information
3.7.1. We collect location information when you provide your delivery address, place a pin on the map, or allow the App to use location services.
3.7.2. We use location information mainly to confirm your shop location, show relevant delivery options, calculate delivery fees, deliver orders, prevent misuse and support customer queries.
3.7.3. Unless clearly stated in the App or allowed by your device settings, Zonke does not continuously track your location in the background.
3.8. Communication Records
3.8.1. We may collect and store communications between you and Zonke, including:
3.8.1.1. WhatsApp messages;
3.8.1.2. in-app support messages;
3.8.1.3. SMS messages;
3.8.1.4. phone call notes or records;
3.8.1.5. emails;
3.8.1.6. Complaints;
3.8.1.7. support requests; and
3.8.1.8. Feedback.
3.8.2. These records help us provide support, resolve disputes, investigate complaints, improve service and keep accurate records.
3.9. Verification Information
3.9.1. Where reasonably required, we may ask for additional verification information, such as proof that you are authorised to operate or order for the business, photographs of the shop, business documents or identity-related information.
3.9.2. We will only request this information where we reasonably need it for account verification, fraud prevention, compliance, delivery, customer support, or to protect Zonke and our customers.
4. How We Collect Personal Information
4.1. We collect personal information:
4.1.1. directly from you when you register, use the App, place orders or contact support;
4.1.2. automatically when you use the App;
4.1.3. from payment service providers;
4.1.4. from delivery partners;
4.1.5. from map, location or address service providers;
4.1.6. from support, communication, OTP or messaging service providers;
4.1.7. from suppliers, manufacturers or regulators in relation to product issues or recalls; and
4.1.8. from other lawful sources where necessary to provide, protect or improve our services.
5. Why We Use Personal Information
Zonke processes personal information for the following purposes:
5.1. Account Registration and Access
5.1.1. To create your account, verify your cellphone number, authenticate users, manage login access and operate your Zonke account.
5.2. Order Processing
5.2.1. To process orders, confirm payment, manage stock availability, prepare orders, manage product limits, communicate order status and provide order history.
5.3. Delivery
5.3.1. To confirm your shop location, calculate delivery fees, arrange delivery, provide delivery updates, complete deliveries and manage failed deliveries.
5.4. Payments and Fraud Prevention
5.4.1. To process payments, manage refunds, detect suspicious transactions, prevent fraud, protect accounts and verify that payment methods are authorised.
5.5. Customer Support
5.5.1. To respond to questions, complaints, returns, refund requests, delivery issues and product concerns.
5.6. Product Safety and Recalls
5.6.1. To identify affected customers, communicate product safety notices, manage product recalls, investigate product quality issues and comply with food safety or regulatory obligations.
5.7. App Improvement and Analytics
5.7.1. To understand how customers use the App, improve product search, improve ordering, improve delivery operations, fix bugs, monitor performance and develop better features.
5.8. Marketing and Offers
5.8.1. To send relevant offers, promotions, discounts, product recommendations and other marketing communications relating to Zonke products and services, where allowed by law.
5.8.2. You may opt out of marketing communications at any time.
5.9. Legal and Compliance Purposes
5.9.1. To comply with laws, respond to lawful requests, maintain records, enforce our Terms of Use, protect our rights, resolve disputes and cooperate with regulators or authorities.
6. Legal Grounds for Processing
6.1. Zonke processes personal information only where we have a lawful basis to do so.
6.2. Depending on the situation, we may process your personal information because:
6.2.1. it is necessary to perform our agreement with you;
6.2.2. it is necessary to process and deliver your orders;
6.2.3. you have consented to the processing;
6.2.4. it is necessary to comply with a legal obligation;
6.2.5. it is necessary to protect Zonke’s legitimate interests or your legitimate interests;
6.2.6. it is necessary to prevent fraud, misuse or unlawful activity;
6.2.7. it is necessary for product safety, recalls or regulatory compliance; or
6.2.8. it is otherwise allowed under applicable law.
7. Payment Processing and Saved Cards
7.1. Payments are processed by third-party payment service providers.
7.2. Zonke may use Peach Payments or another payment service provider from time to time.
7.3. When you enter card details or save a card, those details are processed through the payment service provider’s secure payment environment. Zonke does not store your full card number or CVV.
7.4. If you choose to save a card for future payments, the payment service provider may store a token or payment credential that allows future payments to be processed without you re-entering the full card details.
7.5. You are responsible for ensuring that any card or payment method used on your account is valid, authorised and lawfully used.
8. WhatsApp, SMS and Other Communications
8.1. Zonke may communicate with you through the App, WhatsApp, SMS, phone call, email or other channels you provide or that Zonke makes available.
8.2. These communications may include:
8.2.1. OTPs and account verification messages;
8.2.2. order confirmations;
8.2.3. payment updates;
8.2.4. delivery updates;
8.2.5. support messages;
8.2.6. product safety notices;
8.2.7. recall notices;
8.2.8. service announcements; and
8.2.9. promotional offers and marketing messages.
8.3. When you communicate with Zonke through WhatsApp or another third-party platform, that platform may also process your information under its own terms and privacy policy. Zonke is not responsible for the privacy practices of third-party communication platforms.
9. Direct Marketing
9.1. Zonke may send you marketing communications about products, specials, discounts, promotions, recommendations and services that may be relevant to your business.
9.2. We may send marketing communications where:
9.2.1. you have consented;
9.2.2. you are an existing customer and the communication relates to Zonke’s products or services;
9.2.3. the law allows us to do so; or
9.2.4. you have not opted out of receiving such communications.
9.3. You can opt out of marketing messages at any time by using the opt-out method provided in the message or by contacting Zonke support.
9.4. If you opt out of marketing, Zonke may still send you transactional, safety, legal and service-related messages, including order updates, delivery updates, payment messages, recall notices and account messages.
10. Who We Share Personal Information With
10.1. Zonke may share personal information with third parties where necessary to provide our services, operate our business, comply with law or protect our rights.
10.2. This may include:
10.2.1. payment service providers;
10.2.2. delivery partners and couriers;
10.2.3. hosting and cloud infrastructure providers;
10.2.4. app development, maintenance and technical service providers;
10.2.5. analytics and performance monitoring providers;
10.2.6. map, address and location service providers;
10.2.7. OTP, SMS, WhatsApp, email and customer communication providers;
10.2.8. customer support tools or service providers;
10.2.9. suppliers, manufacturers, wholesalers or distributors where needed for product quality issues, product recalls, product safety or order fulfilment;
10.2.10. professional advisers, including lawyers, accountants, auditors and insurers;
10.2.11. regulators, government bodies, courts, law enforcement authorities or other competent authorities;
10.2.12. banks, payment networks and fraud-prevention providers; and
10.2.13. parties involved in a business sale, investment, merger, restructuring or transfer of Zonke’s business or assets.
10.3. We do not sell your personal information.
11. Operators and Service Providers
11.1. Some third parties process personal information for Zonke as operators or service providers.
11.2. Where required, Zonke takes reasonable steps to ensure that these service providers process personal information only for authorised purposes and apply appropriate security safeguards.
11.3. Zonke remains responsible for taking reasonable steps to protect personal information processed on our behalf.
12. Cross-Border Transfers
12.1. Some of our service providers may store or process personal information outside South Africa.
12.2. Where personal information is transferred outside South Africa, Zonke will take reasonable steps to ensure that the information receives appropriate protection in line with POPIA, including by using service providers in countries with suitable data protection laws or by using contractual safeguards where appropriate.
13. How Long We Keep Personal Information
13.1. Zonke keeps personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or allowed by law.
13.2. Retention periods may differ depending on the type of information and the reason we keep it.
13.3. For example:
13.3.1. account information may be kept while your account is active and for a reasonable period afterwards;
13.3.2. order, payment and transaction records may be kept for legal, tax, accounting and audit purposes;
13.3.3. product safety, complaint and recall records may be kept for as long as needed to deal with legal, regulatory or product-safety obligations;
13.3.4. support records may be kept for quality control, dispute resolution and customer service purposes;
13.3.5. marketing consent and opt-out records may be kept to manage your communication preferences; and
13.3.6. de-identified or aggregated information may be kept for analytics, reporting and business improvement.
13.4. Where information is no longer needed, Zonke will take reasonable steps to delete, destroy, de-identify or securely archive it.
14. Security of Personal Information
14.1. Zonke takes reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, unauthorised disclosure, alteration or destruction.
14.2. These measures may include:
14.2.1. secure systems and servers;
14.2.2. encryption where appropriate;
14.2.3. access controls;
14.2.4. authentication measures;
14.2.5. payment security controls through payment providers;
14.2.6. monitoring and logging;
14.2.7. internal access restrictions; and
14.2.8. service-provider security controls.
14.3. No system is completely secure. While we take reasonable steps to protect personal information, we cannot guarantee absolute security.
14.4. You are responsible for keeping your account, cellphone, OTPs and login access secure.
15. Security Compromises
15.1. If Zonke becomes aware that personal information has been accessed or acquired by an unauthorised person, we will take reasonable steps required by law.
15.2. This may include investigating the incident, taking steps to reduce harm, notifying affected users and notifying the Information Regulator where required.
16. Your POPIA Rights
16.1. Subject to applicable law, you have the right to:
16.1.1. ask what personal information Zonke holds about you;
16.1.2. request access to your personal information;
16.1.3. request correction or updating of inaccurate, irrelevant, excessive, outdated, incomplete, misleading or unlawfully obtained information;
16.1.4. request deletion or destruction of information where allowed by law;
16.1.5. object to the processing of your personal information in certain circumstances;
16.1.6. withdraw consent where processing is based on consent;
16.1.7. opt out of direct marketing;
16.1.8. object to certain automated decisions where applicable; and
16.1.9. lodge a complaint with the Information Regulator.
16.2. To exercise your rights, contact Zonke through the App, WhatsApp or the contact details listed in this Privacy Policy.
16.3. We may need to verify your identity before responding to a request.
17. Accuracy of Your Information
17.1. You must provide accurate, complete and up-to-date information when using the App.
17.2. You are responsible for updating your account, shop, contact and delivery information if it changes.
17.3. Zonke is not responsible for failed delivery, incorrect delivery, support delays, order issues or other problems caused by inaccurate or outdated information provided by you.
18. Automated Processing
18.1. Zonke may use automated systems to support account verification, stock limits, pricing display, delivery options, fraud detection, payment processing, order processing, recommendations and app functionality.
18.2. Where automated processing materially affects you and applicable law gives you the right to request human intervention or object, you may contact Zonke support.
19. Children’s Personal Information
19.1. The App is intended for use only by business owners or authorised business operators who are 18 years or older.
19.2. Zonke does not knowingly collect personal information from children.
19.3. If we become aware that we have collected personal information from a child without the necessary authority, we will take reasonable steps to delete or de-identify it, unless we are required or allowed by law to keep it.
20. Third-Party Links and Services
20.1. The App may contain links to third-party websites, platforms, payment pages, maps, communication channels or services.
20.2. Those third parties may have their own terms and privacy policies. Zonke is not responsible for the privacy practices, security, content or services of third parties that we do not control.
20.3. You should review the privacy policies of any third-party services you use.
21. De-Identified and Aggregated Information
21.1. Zonke may use de-identified, anonymised or aggregated information for analytics, reporting, forecasting, product planning, operational improvement, investor reporting, supplier discussions and business development.
21.2. This information does not identify you directly.
22. Changes to This Privacy Policy
22.1. Zonke may update this Privacy Policy from time to time.
22.2. The latest version will be made available in the App, on our website, or through another channel made available by Zonke.
22.3. If we make material changes, we may notify you through the App, WhatsApp, SMS, email or another reasonable method.
22.4. Your continued use of the App after an updated Privacy Policy becomes effective means that you acknowledge the updated Privacy Policy.
23. Contact Zonke
23.1. If you have any questions, requests or complaints about this Privacy Policy or how Zonke processes personal information, contact us through:
23.1.1. WhatsApp: +27 78 327 8417
23.1.2. Email: help@zonke.online
23.1.3. Information Officer: Kishan Bhana
23.1.4. Registered company: Zonke Technologies (Pty) Ltd
23.1.5. Registration number: 2025 / 211491 / 07
23.1.6. Registered office: 15 Steenbras Street, Gallo Manor, Sandton, Gauteng, 2052, South Africa
24. Information Regulator
24.1. You may lodge a complaint with the Information Regulator if you believe your personal information has been processed in a way that violates POPIA.
24.1.1. Information Regulator (South Africa)
24.1.2. Website: Information Regulator eServices Portal
24.1.3. General enquiries: enquiries@inforegulator.org.za
24.1.4. POPIA complaints: POPIAComplaints@inforegulator.org.za
24.1.5. Phone: 010 023 5200
24.1.6. Toll-free: 0800 017 160
24.1.7. Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, 2191
24.2. The Information Regulator confirms that POPIA complaints can be lodged where a person believes their personal information has been processed in a way that violates POPIA.
We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.