1Who we are

Rafeq is a technology platform: the customer app, the captain app, the shop app and the admin tools. We build and host the platform and license it to local operators, each running it in one city.

This policy explains what data we collect when you use the Rafeq app or rafeqapp.com, how we use it, who sees it and how you control it.

2Who runs Rafeq in your city

Each city has an independent local operator under contract with Rafeq. The operator signs up shops and captains, sets delivery fees and offers, delivers orders, collects payments and handles complaints.

To deliver your order, the operator sees customer and order data for its own city only. Rafeq provides the systems and stores the data on them; the operator must keep it confidential.

3Data we collect

• Account: your name, mobile number and app language.
• Addresses: the address you type, nearest landmark, floor and flat, and the address pin on the map.
• Location: if you allow it, only while you set your address or city. We don't track you in the background.
• Orders: shop, items, quantities, notes, prices, payment method, order status and your rating.
• Photos: prescription or shopping-list photos you send, and a payment receipt if you pay by InstaPay or a mobile wallet.
• Wallet and invites: your balance and its history, your invite code and who joined with it.
• Device: device model, OS and app version, push token and crash reports.
• Usage: events such as opening a screen or adding to cart, without your name or number.

We don't collect bank card details, and we don't read your contacts or messages.

4How we use it

• Log you in with a code sent by SMS.
• Deliver your order: the shop prepares it and the captain brings it to your address and calls you if needed.
• Send notifications about your order, and offers if notifications are on.
• Apply offers, wallet credit and invite rewards.
• Fix problems and answer complaints.
• Improve the app, fix crashes, and prevent fraud and misuse.
• Comply with the law and official requests.

5Who sees your data

• The shop: your name and order details, and the prescription for a pharmacy order.
• The captain: your name, number, address, map pin and order details.
• Your city's operator and its team: accounts and orders in its city, to run the service and help you.
• Service providers: hosting, our SMS provider (login codes), Google Firebase (notifications, crash reports, analytics) and Google Maps. They use the data only to provide their service to us.
• Authorities: when the law requires it.

We don't sell your data or use it for anyone else's ads.

6Phone permissions

• Location: to set your address and city. You can say no and type the address.
• Camera and photos: to send a prescription or receipt, only when you choose.
• Notifications: to follow your order. Turn them off in your phone settings.

7How long we keep data

We keep your account data while your account exists. When you delete your account we erase your personal data or unlink it from you, and keep order and payment records for as long as the law or accounting requires.

Prescription and receipt photos are only used for their order.

8Deleting your account

You can ask to delete your account any time in the app: Account → Delete account. Or use this form without the app, or email [email protected] from the same number.

We delete the account within 30 days of the request. Wallet credit is lost with the account, and an order in progress must finish first.

9Your rights

Under Egypt's Personal Data Protection Law No. 151 of 2020, you can ask to see, correct or delete your data, object to how it's used, and withdraw consent. You can edit your name and addresses in the app; for anything else email [email protected].

10Security

Data is encrypted in transit and access is limited by role. No system is 100% secure, so tell us at once if you think someone got into your account.

11Children

Rafeq is for people 18 or older, or under a parent's supervision. We don't knowingly collect children's data.

12Changes

If we change this policy we'll update the date at the top, and tell you in the app if the change matters.

13Contact us

Email [email protected], or Account → Contact us in the app.