TruckWe Privacy Policy

1. Overview

TruckWe connects Clients and Transporters using WhatsApp. This Privacy Policy explains what information we collect, why we collect it, how we use it, and what choices you have.

We also use third-party messaging and infrastructure providers to deliver the service (e.g., WhatsApp/Meta and Twilio), so their processing may also apply to message delivery.

2. Information We Collect

2.1 Identity & Contact

• Phone number (WhatsApp)
• Name / company name
• Email address (for confirmations/invoices/support)

2.2 Load, Offer, and Trip Details

• Pickup and dropoff cities (and any addresses you provide)
• Cargo type, weight/volume, preferred dates, notes
• Quotes/offers and negotiation messages
• Deal confirmation and delivery confirmation status

2.3 Messaging Content

• Message text you send to Victoria
• System messages we send back to you
• Message timestamps and delivery metadata (including message IDs)

2.4 Voice Notes (If You Use Them)

If you send voice notes, we may:

• Download and convert audio
• Transcribe it to text
• Store the transcript with your conversation record

2.5 Website Data (If You Browse Our Site)

• Basic logs (IP address, device/browser)
• Cookies/analytics (if enabled)

3. Why We Process Your Information

We process personal information to:

• Onboard you as a Client or Transporter
• Post loads and distribute them to transporters
• Collect and present quotes/offers
• Confirm deals and share contact details when a deal is confirmed
• Track delivery confirmation and disputes
• Calculate and manage commissions and invoices
• Provide support (tickets and troubleshooting)
• Prevent fraud, spam, and abuse
• Improve service quality (e.g., fixing misclassifications)

4. Legal Basis (Practical Explanation)

We process information because:

• You request a service (matching and messaging)
• It is necessary to perform the platform functions you use
• You consent (e.g., accepting Terms/Privacy; sending voice notes)
• We have legitimate operational needs (fraud prevention, security, audits)

5. When We Share Your Information

We share information only as needed to operate TruckWe:

5.1 Between Clients and Transporters

• When a deal is confirmed, we may share contact details so the parties can coordinate directly.
• We may show relevant load/offer information to enable quoting and booking.

5.2 Service Providers (Processors)

We use vendors that help us operate:

• WhatsApp/Meta (message transport)
• Twilio (WhatsApp integration and message delivery)
• Hosting/database providers (to store and run the service)
• AI transcription/understanding services (only to interpret your messages and voice notes)

5.3 Legal, Safety, and Enforcement

We may disclose information if required by law, court order, or to protect users and prevent fraud.

We do not sell your personal information to third parties.

6. International Data Transfers

Your information may be processed or stored in countries outside Namibia (depending on hosting and messaging providers). We take reasonable steps to use reputable providers and secure access.

7. Data Retention

We keep personal information only as long as needed for:

• Running the service
• Resolving disputes
• Billing/commission records
• Legal and security requirements

Retention periods:

• Conversation logs: 12 months
• Support tickets: 24 months
• Commission/invoice records: 5 years (accounting best practice)

When we no longer need information, we delete or de-identify it as reasonably practicable.

8. Security

We use reasonable technical and organizational measures to protect data, such as:

• Access controls for admin tools
• Audit logging of admin actions
• Encrypted connections (HTTPS)
• Limiting internal access to only those who need it

No system is 100% secure, but we continuously improve protections.

9. Your Choices and Rights

You can:

• Opt out of messages by replying STOP (and opt back in with START)
• Request access to your personal information
• Request correction of inaccurate information
• Request deletion where reasonable (we may keep certain records for legal/billing/security reasons)

To request any of the above, message SUPPORT on WhatsApp or email info@truckwe.net.

10. Children

TruckWe is not intended for children under 18. If you believe a child has provided personal information, contact us for removal.

11. Changes to This Privacy Policy

We may update this policy from time to time. We will publish the latest version at /privacy and update the "Last updated" date.

12. Contact Us

Privacy contact: info@truckwe.net

Support: Reply SUPPORT on WhatsApp