Privacy Policy

1. Information we collect

We may collect the following categories of personal information:

• account details such as your name, surname, email address, mobile number and password;
• order information such as items ordered, order history, payment status and support interactions;
• location information where needed to support delivery or fulfilment;
• profile information such as photographs or uploaded content if you choose to provide it;
• technical information such as device, browser, IP address and usage data; and
• communications you send through the contact form, support channels or other interactions with us.

2. How we use personal information

We use personal information to:

• create and manage accounts;
• process and administer orders and deliveries;
• communicate with you about orders, support issues and service updates;
• facilitate payments and fraud prevention;
• improve platform performance, reliability and user experience;
• comply with legal, regulatory and operational requirements; and
• investigate disputes, complaints or misuse of the platform.

We do not sell your personal information.

3. When we share information

We may share personal information with:

• third-party merchants so they can prepare and fulfil your order;
• delivery partners or couriers so they can complete delivery or collection;
• payment processors and financial service providers to process transactions;
• technology, hosting, mapping, messaging and support service providers acting on our behalf; and
• regulators, authorities or other parties where disclosure is required by law or necessary to protect rights, safety or the integrity of the service.

4. Payment information

Card and payment processing is handled by third-party payment providers. We do not store full payment card details. Card data is entered on the provider's own hosted checkout and goes directly to them, so it does not reach our servers.

5. Location information

Where location is used, it is processed to help confirm delivery, improve fulfilment accuracy, support courier coordination and resolve delivery disputes. If you do not provide necessary location information, some features may not function properly.

6. Information retention

We retain personal information for as long as reasonably necessary for the purposes described in this policy, including account administration, order history, dispute handling, compliance, security and recordkeeping obligations.

7. Information security

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure or alteration. No system is completely secure, so we cannot guarantee absolute security.

8. Your choices and rights

Subject to applicable law, you may request access to, correction of or deletion of your personal information, or object to certain processing activities. Some requests may be limited where we must retain information for legal, fraud-prevention, operational or contractual reasons.

To make a request, email support@twiinie.online.

9. Cookies and technical data

We use cookies for authentication and security only: to keep you signed in and to protect the platform. We do not use cookies for advertising, and we do not run analytics or tracking software on the platform.

Two Google services we rely on may set their own cookies when they load. reCAPTCHA loads only when you open our contact form, and protects it from automated abuse. Google Maps loads on pages that show a map. Paying for an order takes you to our payment provider’s own secure page, which sets its own cookies under its own terms.

Browser settings may allow you to limit certain cookies, but blocking the ones we use for authentication will prevent you from signing in.

10. Children

The platform is not intended for use by children who may not lawfully consent under applicable law without appropriate involvement from a parent or guardian. Alcohol may only be ordered by a person who is at least the legal drinking age, and we verify date of birth before such an order can be paid for.

11. Cross-border processing

Some service providers may process information in other jurisdictions. Where that happens, we take reasonable steps to ensure an appropriate level of protection consistent with applicable law.

12. Changes to this policy

We may update this privacy policy from time to time. Updated versions will be posted on this page with a revised effective date.

13. Contact

Questions or privacy requests can be sent to support@twiinie.online. We process personal information in line with the Protection of Personal Information Act 4 of 2013 (POPIA).