Privacy Policy

1. Who we are

In this policy "we" means 5alty (خالتي), and "you" means anyone who uses one of our apps: a customer, a rider, a scout, a shop owner or a member of a shop's team.

We are responsible for the personal data we collect through the apps, within the meaning of Egypt's Personal Data Protection Law No. 151 of 2020.

2. Data we collect in every app

Account and sign-in

• When you create an account or sign in, we ask for your email address or mobile number and send you a one-time code (OTP) to confirm it is yours. There are no passwords.
• The code reaches you by email, or by SMS to your mobile when phone sign-in is available.
• To protect accounts from abuse, we log code requests: the number or email, the time, the IP address and device details. The code itself is not stored in that log.
• If you registered by email, we ask you to confirm your mobile number with an SMS code before your first order, and attach it to the same account. If that number was earlier registered on a new, empty account of yours, we remove that empty account only after you prove both the email and the number are yours. An account that holds data is never removed or merged. We keep phone-link attempts for one day only: the number, a scrambled fingerprint of the code and of the network address, and the time. The code itself is not stored.

Device and notifications

• When you allow notifications, we keep your device's push token, its type (iOS, Android or web), the app version, the app language and when the device last connected. We use this to send you notifications about your orders and your work, and to sign your account out of a specific device if you ask.
• In the customer app we may keep a device identifier to stop abuse of the «هات حبايبك» referral programme, and to count an invitation link opened on a device only once.

Diagnostics

• The apps do not send detailed logs all the time. If you have a problem and our support team turns on "detailed logging" for your device, the app sends technical events (such as the screen name, the error message and the app version) for a limited time, at most 72 hours.
• Before sending, the app removes sign-in tokens, codes, phone numbers, email addresses, street addresses and coordinates from these logs.
• These logs are kept for 7 days and then deleted.
• If an app or the website crashes or hits an error, a crash report goes to Sentry: the type of error and where it happened in the code, the device and browser type, the system and app versions, and the screen you were on. The report does not include your name, and the app removes phone numbers, email addresses, street addresses, coordinates and sign-in tokens before sending it.
• If you arrive from one of our ads on Facebook, Instagram, TikTok, Snapchat or Google, the website and the customer web app keep the click id you came with and tell that platform that you opened a page, signed up or ordered, so we know which ads work. What is sent: the event, the order value and a hashed id that does not identify you. Your name, number, address and items are never sent.
• You can block this in your browser (tracking protection).

Support and «خالتي»

• When you contact support, we keep your messages, any photos or files you send, and a summary of the issue, so we can follow up with you.
• The «خالتي» assistant in the apps answers your questions. To help you, it reads your orders and their status from within our systems. Your conversations with it are kept with your account so support can pick up where you left off. How long, and who can read them, is set out below in “Your chats with 5alty AI”.
• Most «خالتي» replies come from our own systems. When we switch on, in our settings, help from Anthropic's Claude model, some replies are written by that model: we then send it your message, the last few messages of the same conversation (shortened) and our help topics, so it can write the reply. We do not add your name, number or order details, so please do not type personal details you do not need to. Anthropic uses this data only to answer, does not train its models on it, and keeps it for a limited time under its commercial terms. The conversation itself is kept by us as described above and in section 10.
• For «هاتيلي» requests, when we switch on price suggestions by Claude in our settings, we send it only the text of the items you wrote, so it can suggest which of our saved items they match; our team decides. We do not send your name, number or address, so please do not type personal details in the items.
• If you contact support on WhatsApp, your messages and number pass through Meta's WhatsApp service and are kept by us like any other support conversation.
• On WhatsApp, when we switch on message sorting in our settings, Anthropic’s Claude model reads the text of the last 12 messages in the conversation, yours and our team’s replies, to tell what kind of message it is and write a short summary for our team. The summary is for our team only and is not sent to you. We never send it your number or the name registered with us, and we remove phone numbers, long numbers and amounts written with a currency from the text before it is sent. A name, address, email or short number you type yourself in a message reaches it as written. Anthropic uses this data only to provide this service, does not train its models on it, and the data may be processed outside Egypt under its terms. 5alty AI does not reply to you on WhatsApp: replies there are written by our team.

Your chats with 5alty AI

• Your chats with 5alty AI, your questions and its answers, are kept with your account. We also keep a short summary of each time the assistant ran: what was asked and what was answered.
• Messages in a chat are deleted after 90 days, and run summaries are deleted after 90 days. If a chat is tied to a report that is still open, it is kept until the report is closed.
• Only members of our team who have the 5alty AI permission can read the chats, and only through the control panel. Opening the text of a chat there is logged under the staff member’s name. Two other places show part of a chat: if you contact support after a chat, the support agent on that case sees the last few messages of it (this view is not logged), and the locked archive in section 11 holds the chats of erased accounts.
• We also keep a summary of what you ask 5alty AI about: topics and food or product words, with counts, never your text. Our team sees it in your file, we use it for statistics and better suggestions, and it stays while your account exists and is deleted when the account is deleted.
• Please do not type a card number, a PIN or any personal details you do not need in a chat. We never ask you for card details in a chat.

The website (5alty.com)

• The «كلّم خالتي» page has a chat with «خالتي» and support, without an account. We keep your messages and any photo you send, and if you ask for a person we ask for your name and mobile number so we can reply. The chat is tied to a random code kept in your browser.
• The shop application form is covered in the merchant portal section below.
• If you choose your area on the website, the area name and the time you chose it are kept in your browser only. The website does not ask for your precise location.
• We keep a hashed version of the network (IP) address with form submissions, to reduce duplicate submissions and abuse.

3. Customer app

Account details

• Your name, mobile number and email address.
• A profile photo, if you choose to add one.
• Your date of birth and gender, if you choose to give them. Both are optional.

Addresses and location

• The addresses you save: recipient name, mobile number, street address, building, floor, apartment, landmark, notes and the address's pin on the map.
• If you allow location access, we use it only while the app is open, to find the shops that deliver to you and to pin your address on the map. We do not track your location in the background.
• Maps are loaded from OpenStreetMap, so your device asks them for map images of the area you are viewing.

Orders and payments

• The details of every order: the shop, items, prices, delivery fee, discounts, payment method, address, time, status and any notes you write.
• «هاتيلي» requests: what you asked for, any photo you send, the price quote and your approval, and any price difference and your answer.
• You pay in cash on delivery or from your 5alty wallet. We do not collect or store bank card details.
• Your wallet: your balance and every movement on it, whether from gift cards, refunds, cashback, «هات حبايبك» rewards, goodwill credit or returned deposits.
• Deposits (تأمين) on some products: the amount and whether the item was returned.
• Gift cards: the card you redeemed and the balance it added.
• «هات حبايبك»: who invited you or whom you invited, and the status of the reward.
• Order limits: if your orders show a repeated pattern (cancelling after a rider has taken the order, refusing deliveries, rejected item claims, repeated refunds), a team member may review it and, with a written reason, ask to confirm your orders by phone or to take card or wallet payment only. We keep that decision and its reason, you can ask us to lift it from the app, and no decision is taken by a computer alone.

Delivery and claim photos

• When you choose "leave at the door", the rider must take a photo of the order at your door, and you can see that photo. Riders may also take a delivery photo on other orders.
• If you report a missing or wrong item, you can attach a photo.

Order chat

• If you message the rider through the order chat, the messages are kept with the order.
• If you and the rider call each other inside the app, the audio passes through LiveKit and is not recorded or stored. We keep only that the call happened, who called whom, its status, time and length.

Rider tracking

• While you wait for your order, you see the rider's first name, vehicle type and position on the map. You never see the rider's mobile number.

First app open and sign-up source

• The first time you open the customer app on your phone, even if you have not created an account yet, the app sends us: a random number that identifies this installation of the app on your phone (not your mobile number and not an advertising ID), the device type (iOS, Android or web), the app version and the time of opening. We use it only to count how many phones opened the app for the first time. It carries no name, mobile number or location.
• During that time the number is kept with that first-open record, and with your account only if you are signed in when you open the app. After 30 days from the first open, we delete the number and cut the tie, and only an anonymous count that a phone opened the app is left.
• When you create an account, we keep with it where you signed up from (an invite link, an offer code, an ad or a direct visit), your device type and the app version, once, and they never change. We use them for analytics only, never for prices or rewards. They are deleted when the account is deleted.
• We may ask you once, "How did you find us?", and you pick an answer (or skip). We keep your answer with your account once, it never changes, and we use it for analytics only. If you skip, we do not ask again.
• When you first open our website or the customer app on the web, your browser keeps, on your side only, the name of the site you came from (not the full address), the utm values if the link has them (source, medium, campaign), only the first part of the address of the page you landed on (for example /shops), never a code or number inside it, and the time of your first visit. When you create an account we send them to us once and delete them from the browser; if you never create one, they are deleted by themselves after 30 days; and we keep them with your account once; they never change. We do not keep your internet address (IP) or an advertising ID. We use them for analytics only, and they are deleted when your account is deleted.

4. Rider app

• Account and work details: name, mobile number, email address, date of birth, national ID number, profile photo, vehicle details (type, model and plate number), licence number and expiry date, and start date.
• Documents: photos of your national ID, driving licence and vehicle licence, so we can verify them.
• Location during a shift: when you agree to “Shift tracking” in the app, from the moment you start a shift until you end it, the app sends your position about every 10 seconds (operations sets the interval), including while the app is in the background, and sends less often while you stand still. We use it to offer orders to the nearest rider, show customers where their order is, work out the kilometers of your work, and protect you if something goes wrong. When the shift ends, tracking stops.
• Who sees your position: customers see it during a delivery only. The operations team in charge of riders (staff with the riders permission) sees your latest position during a shift and the total kilometers of the shift, in the control panel and the team app, and opening those screens is logged under the staff member’s name. The detailed location points themselves appear on no screen; we use them only to work out the kilometers. No other rider sees your position.
• With each point we record accuracy, speed, whether the location looks faked, and which order you held at that moment. The detailed location points are deleted after 30 days. Before they go, we work out a shift summary: how many kilometers you covered in the shift and in each order, numbers only, with no location points. That summary is kept, and we use it to follow operations; we do not use it to calculate your earnings.
• You can stop tracking at any time from Account → Settings → “Shift tracking”. If you withdraw your consent, the app sends the points that were waiting and stops, and no new points are recorded. Points recorded before you withdrew are kept until they are deleted on schedule, or until your account is deleted.
• We also keep your latest position so we know who is nearest, and it is deleted when the rider’s account is deleted. A position is treated as out of date after 5 minutes.
• Orders and tasks: the tasks offered to you, accepted or declined, and pickup and delivery times.
• Photos: delivery photos at the customer's door, and item and receipt photos for «هاتيلي» orders and purchases.
• A rider can see the delivery photo of their own orders only, for a limited time after delivery.
• Money: cash you hold from orders, your float (عهدة), settlements, purchases and earnings.
• Customers see only your first name, vehicle type and position during a delivery. Your mobile number is never shown to customers.

5. Scouts app

• Account details: name, scout code, area, mobile number and a profile photo if you add one.
• The shops you submit: the shop's name and category, its pin on the map, opening hours, photos of the front and the menu, and contact details for the shop or its manager.
• When you submit another person's contact details (such as a shop owner's), you are responsible for having obtained them properly and for that person knowing they will be passed to 5alty.
• Quality ratings of your work (accuracy, quality and completeness) recorded by the review team.
• What you are owed and any advance you owe.
• Shops not sent yet (for example because the connection dropped) stay on your phone with their photos in the send queue until they go through by themselves. Photos no longer needed are removed from the phone after 14 days, the next time you open the app while online.

6. Merchant portal

• Shop details: name, category, branches with their addresses and map pins, opening hours, menu, prices, photos, offers and deposits.
• The shop's team: each member's email or mobile number and role (owner, manager or staff).
• Orders, reports, statements and payments.
• If you apply to join through the website: the shop's and the contact person's details, and any shop-front photo you send.

7. Why we use your data

• To provide the service: create your account, deliver your order, calculate prices, and run the wallet and offers.
• To contact you about your orders, your account and your work, by notification, email and message.
• For safety: to prevent fraud and abuse, review claims and protect riders and customers.
• To improve the service and fix faults.
• To comply with the law: tax, accounting and requests from competent authorities.
• Our legal bases are performing the service you asked for or our contract with you, our legitimate interest in running a safe service, our legal obligations, and your consent where consent is needed, such as for offer emails.

8. Offers and marketing

• Offer emails reach you only if you opt in under Account → Notifications. We record when you opted in and when you opted out.
• Every offer email has an unsubscribe link, and you can also turn consent off in the app at any time.
• Offer notifications in the customer app are on by default, and you can turn them off at any time in the notification settings.
• We do not sell your data, and we do not share it with advertisers.

9. Who we share your data with

We share only what is needed, with:

• Shops: a shop sees what it needs to prepare your order: your first name, the items, your notes and the order time.
• Riders: a rider sees what they need to deliver: the recipient's name, the address and its pin, the mobile number on the address and your notes.
• The 5alty team: shop details submitted by scouts go to our review team.
• Government and judicial authorities when the law requires it, or to protect our rights or someone's safety.
• If 5alty merges or is sold, the data may pass to the new entity with the same protections.

Service providers

We run the apps with the help of providers who handle data only on our instructions and may not use it for themselves:

• Our database, hosting and file storage provider (Supabase).
• Our web hosting provider for the websites and web apps (Vercel).
• Our email delivery provider.
• Our SMS delivery provider, when SMS is available.
• Notification services: Apple, Google, Huawei and Expo, so that notifications reach your device.
• Our map provider (OpenStreetMap) for map images.
• Anthropic (the Claude model), when switched on in our settings, to write some «خالتي» replies as described in section 2.
• LiveKit, for in-app calls between customers and riders. The audio is not recorded.
• Meta (WhatsApp), if you choose to contact support on WhatsApp.
• Ad platforms (Meta, TikTok, Snap, Google): only the events described in section 2, to measure our ads.
• Sentry, for crash reports, without your name or contact details.
• Cloudflare Turnstile, to check that a sign-in code request comes from a person and not an automated program. It runs in the background and reads information about your device and browser for that purpose only, as described in Cloudflare's [Turnstile Privacy Addendum](https://www.cloudflare.com/turnstile-privacy-policy/).

Some of these providers may store data on servers outside Egypt. Where they do, we rely on their contractual data-protection commitments and follow the legal conditions for transferring data outside Egypt.

10. How long we keep your data

• Account details: for as long as your account exists.
• Orders, invoices and financial movements: for as long as the law requires for accounting and tax, even after your account is deleted, but no longer linked to you (see section 11).
• A rider’s location: the detailed location points are deleted after 30 days, and also when the rider’s account is deleted. The kilometers summary (numbers with no location points) is kept. The latest position is deleted when the rider’s account is deleted.
• Diagnostics logs: 7 days.
• Sign-in attempt logs: as long as needed for security and fraud prevention.
• The audit log (who did what in the system): kept with no fixed deletion date for now, because it protects security and money. See section 11.
• Support conversations: kept while your account exists. After deletion, your own messages in them are removed; the case record stays, and files you uploaded are kept in the locked archive (see section 11).
• 5alty AI chats: messages are deleted after 90 days, and run summaries after 90 days, even while your account exists. The summary of your interests is kept while your account exists. See “Your chats with 5alty AI” in section 2.
• First app open: the random number is deleted after 30 days.
• The answer to "How did you find us?" and the first web visit: deleted with the account.

11. Deleting your account

You can ask to delete your account from Account in any app. This is what happens:

1. We review the request within 7 days.
2. Once approved, the account is locked and you can no longer sign in.
3. There is a grace period of 14 days. If you change your mind during it, contact support to restore the account.
4. After the grace period, we delete or anonymise your personal data: your name, mobile number, email address, addresses, profile photo, documents and devices. Orders and financial records stay with us for accounting and legal reasons, but are no longer linked to you. Some other things stay too, described below in “What stays after deletion”.
5. We keep a one-way hash of your number and email so that «هات حبايبك» rewards cannot be claimed again. The hash cannot be turned back into the number or email.
6. If you sign up again later, you get a brand-new account with none of the old data, and no «هات حبايبك» reward again.

While your account is locked, you cannot order, pay from the wallet, add a gift card, use a code or edit your addresses.

Money in your wallet:

• Gift-card balance and money from order refunds are paid back to you. You receive a refund code starting with RF- in the notification and by email, which you quote to customer service to receive the money.
• Cashback, «هات حبايبك» rewards and goodwill credit are forfeited and not paid out.

When the request waits:

• Customers: if an order is still in progress, deletion waits until it ends.
• Riders: if you hold cash for 5alty, have an open task, or have a settlement or earnings still open.
• Scouts: if you have unpaid dues, or owe an advance.

We email or notify you when the account is locked, if we refuse the request (with the reason), and when deletion is complete.

What stays after deletion

Deletion removes your identity, not every trace of you. What stays, and why:

• Orders, invoices, financial movements, earnings and settlements: kept for accounting and tax for as long as the law requires, without your name, mobile number or address.
• Your internal account number: a random number that stays in some records that tie actions to an account, such as the delivery-photo record for riders and the audit log. After deletion, that number is not tied to any name or mobile number.
• The audit log: every sensitive action in the system (who opened what, who changed what, any money movement) is logged for security and money, and kept with no fixed deletion date for now.
• Written notes: we delete what you wrote on your orders, ratings and support messages. Notes written by our team or by the rider on an order, a report or an audit entry (such as the reason there is no delivery photo) are kept as written, and we cannot review every text, so a name or number inside one stays.
• The archive: «هاتيلي» requests, 5alty AI chats, private messages between you and our team, and support files you uploaded are kept in a locked archive for disputes and legal matters. In the texts we hide mobile numbers, other long numbers and email addresses, and only those, so a name or address you typed may remain. Files, photos and voice notes you uploaded stay as they are. They do not appear on any normal screen, only the general manager can open them, with a written reason, and every opening is logged. 5alty AI chats are deleted after the period in section 2; the rest has no fixed deletion date for now.
• Riders and scouts: delivery photos stay with the order. Shops a scout submitted and the ratings of their work, and a rider’s orders, tasks, cash and earnings, stay with the accounts without their name.
• Support case summaries, delivery photos taken at the door, and star ratings stay without your name.
• Support conversations on WhatsApp: when we can tie the conversation to your account (as a customer, rider or scout), the number is replaced by a made-up one, your WhatsApp name, the texts of the messages (yours and our team’s), WhatsApp’s message ids, the preview and the summary are deleted, the number written in the note of a support case opened from the chat is removed, and the conversation is closed. The times, the type of each message, the label our system gave it (such as “complaint”) and the links to your order or support case stay, without your name or number. A voice note, photo or file you sent on WhatsApp is hidden from every screen of our team, but the file itself is still in our storage and has no fixed deletion date for now. A conversation we could not tie to your account (for example a number that is shared), and the chats of a shop’s own number, are not removed with the account.
• A scrambled fingerprint of your number and email, so «هات حبايبك» rewards cannot be claimed twice, as written above.

12. Your rights

Under Egypt's Personal Data Protection Law No. 151 of 2020, you have the right to:

• Know what data we hold about you and receive a copy of it.
• Correct data that is wrong or incomplete.
• Ask us to delete your data, within the limits of what the law requires us to keep.
• Withdraw any consent you gave, such as for offer emails.
• Object to a particular use of your data.
• Be told of a breach that affects your data.
• Complain to the Personal Data Protection Centre.

To use any of these rights, write to info@5alty.com or use support in the app. We may need to confirm your identity first, and we reply within the time the law sets.

13. Keeping data safe

• Data is encrypted in transit.
• Each person on our team sees only what their work needs, and sensitive actions are logged.
• The main files and reports a team member downloads from the control panel are logged: who downloaded them, which file and how many rows. The customers file hides part of the mobile number, email, address and birth date, unless the general manager chooses the full version.
• Photos and documents are kept in private storage that is not open to the public.
• No system is 100% secure. If a breach affects you, we will tell you and the competent authorities as the law requires.

14. Children

5alty's services are not aimed at children. You must be at least 18 years old to create an account. If we learn that a child created an account without a guardian's consent, we will close the account and delete its data.

15. Changes to this policy

We may update this policy. When we make an important change, we will tell you in the app and ask you to accept the new version the next time you sign in. Every version has a number, and the app shows you the current one.

16. Contact us

• 5alty (خالتي)
• Email: info@5alty.com
• Customer service number: +201222555392
• Or use Help in any app.