Privacy Policy

Relay (“we”, “us”, “our”) operates the Relay mobile application and website (relayapp.ng). This Privacy Policy explains how we collect, use, store, and protect your personal information in compliance with the Nigeria Data Protection Regulation (NDPR) and other applicable laws.

1. Information We Collect

Account information: When you sign up, we collect your phone number and full name. Most Relay accounts authenticate with a one-time password (OTP) sent to the phone number on file. In some cases, such as managed administrative or review accounts, we may also collect and store an email address and password-based login through our authentication provider. We do not store raw passwords in our application tables.

Business information: For fulfillment centers, we collect business name, address, city, state, delivery areas, fee structures, and operational settings (e.g., whether payment on delivery or pickup orders are enabled). For merchants, we collect business name and phone number.

Financial and payout details: For fulfillment centers, we may collect payout bank details such as bank name, account number, and account name so merchants know where to send shipping or settlement payments.

Order data: Customer names, phone numbers, delivery addresses, order items, quantities, and amounts. Order data is submitted in three ways: (a) by a merchant through the app on behalf of their customer, (b) by an end customer through a fulfillment center’s public Relay page (a “web-direct order”), or (c) by a fulfillment center’s back-office system through the merchant API. Every order status change is logged in an audit trail recording who made the change, when, and from which role.

Customer-facing data: When an end customer submits a web-direct order on a fulfillment center’s public Relay page, we collect the customer’s name, phone number, delivery address, and item details on behalf of the destination fulfillment center. When an end customer uses our public order-tracking page, we accept the order number and 6-digit delivery PIN they enter to look up their order status. Delivery PINs are issued by the fulfillment center or merchant and shared with the customer outside of Relay; we do not require an account from the end customer.

Settlement and billing records: We maintain a record of delivery fees, pickup fees, payment-on-delivery amounts collected, settlement entries, manual adjustments, waivers, and outstanding balances between merchants and fulfillment centers. Relay does not hold or process funds; these records are an audit trail of amounts owed and reconciled off-platform.

Inventory data: Product names, SKUs, prices, stock levels, units, low-stock thresholds, and product images uploaded by merchants. Stock levels per fulfillment center are tracked separately.

Rider information: Vehicle type, license plate number, assigned area of operation, online/offline status, delivery statuses, and optional proof-of-delivery photos and notes.

Photos and media: Product images uploaded by merchants, proof-of-delivery photos taken by riders, and optional profile avatars. Photos are compressed and stored securely in our cloud storage.

Developer integration data: Merchants can create API keys, webhook endpoint URLs, and webhook signing secrets for store or back-office integrations.

Security credentials: Merchant and fulfillment center owners can set an optional security PIN to protect access to sensitive settings and finance screens inside the app.

Device information: Device type, operating system, app version, and push notification tokens (Expo, Firebase Cloud Messaging, or Apple Push Notification Service) to deliver real-time notifications.

Network information: When you submit a web-direct order on a fulfillment center’s public Relay page, we record the IP address of the request for the limited purpose of rate-limiting abuse and maintaining service integrity. IP addresses are stored only against the rate-limit log and are not used for advertising, profiling, or location tracking.

Location data: We do not continuously track GPS location. Delivery addresses include optional latitude/longitude coordinates for mapping. Riders may share their location when using the “Open Maps” feature, which opens a third-party maps application on their device.

Locally stored data: The app may temporarily store pending actions (e.g., delivery status updates) on your device when you are offline. This data is synced to our servers when connectivity is restored and then removed from local storage.

2. How We Use Your Information

We use your information to:

• Provide and operate the Relay coordination service
• Authenticate your identity via phone-based OTP verification or, for managed accounts, email/password sign-in
• Process and track orders between merchants, fulfillment centers, and riders
• Send push notifications for order updates, new assignments, and inventory alerts
• Send SMS messages for OTP codes and team invite codes
• Calculate delivery fees, pickup fees, and manage payment-on-delivery records
• Store payout account details so merchants and fulfillment centers can coordinate shipping settlements
• Issue and manage merchant API keys and webhook subscriptions for third-party integrations
• Protect sensitive screens with optional in-app security PIN checks
• Track inventory levels and generate low-stock alerts
• Deliver real-time updates via push notifications and in-app notifications
• Queue and sync data when your device is offline
• Improve the app and develop new features

3. How We Share Your Information

We share data only as necessary to operate the service:

• Within your fulfillment center: FC admins can see orders, rider assignments, and merchant information for their center only.
• Between roles: Merchants see their own order statuses. Riders see delivery details for orders assigned to them. No cross-tenant access.
• With end customers: When an order is created, the destination fulfillment center and assigned rider receive the customer’s name, phone, and delivery address as needed to complete the delivery. End customers can look up the status of their own order using the order number and delivery PIN issued to them.
• Sub-processors: We use the following service providers to operate the platform. Each is bound to process data only on our instructions and only to deliver the service:
  • Supabase — database hosting, authentication, file storage, and real-time infrastructure.
  • Supabase Auth — stores authenticated user accounts and sessions for phone-based and email-based sign-in flows.
  • Ssync — handles one-time-password (OTP) phone verification for Relay sign-in. Only your phone number and the verification data needed to deliver and confirm the OTP are transmitted.
  • Termii — sends invite-code SMS messages when a fulfillment center adds a merchant, rider, or staff member to its team.
  • Expo Push, Firebase Cloud Messaging (FCM), and Apple Push Notification Service (APNS) — deliver push notifications to your device.
  • OpenAI — used by two assist features: (a) extracting product names, prices, and descriptions from a website URL you provide during merchant onboarding, and (b) extracting delivery-area names and fees from a document you upload during fulfillment-center setup. Only the URL contents or document text needed for that extraction are sent. We send data through OpenAI’s API, where customer inputs are not used to train OpenAI’s models. You may decline to use these assist features and enter the same data manually.

All data is encrypted in transit (TLS) and at rest. We do not sell your personal information. We do not share data with advertisers. We do not transfer your data to third parties for their own marketing or product purposes.

4. Data Security

We implement appropriate technical measures to protect your data:

• All data is encrypted in transit (TLS) and at rest
• Row-level security ensures each fulfillment center only accesses their own data
• Authentication is handled via secure phone-based verification or managed email/password credentials through our authentication provider
• Access controls enforce role-based permissions (admin, staff, merchant, rider)

5. Data Retention

We retain your data for as long as your account is active. If you delete your account or request data deletion, we will remove your personal information within 30 days, except where we are required by law to retain it. You can find the deletion steps on our account deletion page.

Order records may be retained in anonymized form for business analytics.

6. Your Rights

Under the NDPR, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Object to processing of your data
• Withdraw consent at any time

You can delete your account inside the app at any time, or follow the instructions on our account deletion page. To exercise any other privacy rights, contact us at hello@relayapp.ng.

7. Cookies & Analytics

Our website (relayapp.ng) uses cookies and similar technologies for analytics purposes. These help us understand how visitors use our site so we can improve it.

• Analytics cookies: We use analytics tools to collect anonymized data about page views, traffic sources, and user behavior on our website. No personally identifiable information is collected through these cookies.
• Essential storage: We store your cookie consent preference in your browser’s local storage.

You can decline analytics cookies via the banner shown on your first visit. You can also clear your preferences at any time by clearing your browser’s local storage for relayapp.ng.

The Relay mobile app does not use cookies.

8. Public Surfaces

Some features expose limited data to the public web:

• Fulfillment-center directory (relayapp.ng/find-an-fc): Fulfillment centers can choose to be listed publicly. When enabled, the FC’s business name, city, state, logo, and join date are shown so a merchant can recognize their FC and request an introduction. FC owners and Relay admins can turn listing off or on later.
• Public FC profile pages (relayapp.ng/fc/[slug]): When public listing is enabled, the FC also has a profile page showing the same fields above. End customers may submit web-direct orders from this page; the FC accepts or declines those orders inside the app.
• Customer order tracking (relayapp.ng/track): Anyone holding a valid order number and 6-digit delivery PIN can view that order’s status. The PIN is issued by the fulfillment center or merchant and shared with the customer outside Relay; treat it like a password and do not share it.

9. Third-Party Services

The app may link to third-party services (e.g., Apple Maps, Google Maps for navigation). These services have their own privacy policies, and we are not responsible for their practices.

10. Children’s Privacy

Relay is not intended for use by anyone under the age of 18. We do not knowingly collect personal information from children. Account holders are responsible for ensuring that any team members they invite to their workspace are 18 or older.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify users of material changes through the app, by email, or via SMS at least 14 days before they take effect. Your continued use of Relay after changes take effect constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Privacy Policy or your data, contact us at:

Email: hello@relayapp.ng
Relay
Lagos, Nigeria