Privacy Policy

1. Who handles your information

Kello is responsible for deciding how information is used to manage its platform accounts, subscriptions, security, and support. The merchant identified on your storefront is responsible for the information it uses to sell products, fulfil orders, and manage its customer relationships. Kello also processes storefront information on merchants’ behalf to provide the service.

This policy covers Kello’s services. A merchant or external provider may have its own privacy notice for activities it controls. Contact the merchant using its storefront details for store-specific requests, or contact Kello at hello@kello.ng for platform questions or help directing a request.

2. Information we collect

Account and contact information: your name, email address, phone number, authentication information, and account preferences. Merchant information can include business name, address, store content, administrator details, subscription information, and bank or settlement details supplied for payouts.

Order and transaction information: products selected, quantities, delivery details and instructions, order history, payment references, payment status, and amounts. Payment credentials entered in Paystack’s payment interface are handled by Paystack; Kello uses transaction information to verify and reconcile payments.

Location information: addresses you enter and coordinates used to locate a store, estimate delivery, or fulfil an order. If you choose a current-location feature, your browser requests permission to access your device location. You can enter an address manually instead.

Technical and support information: browser and device information, network information such as IP address when connecting to the service, session identifiers, service errors, and information you provide in support requests. We also receive relevant order updates from merchants and payment status from payment providers.

3. Why we use information

We use information to create and authenticate accounts, display stores, keep carts, process orders and subscriptions, confirm payments, calculate delivery, enable merchant fulfilment, provide order updates, and respond to support requests. Information needed for these activities is processed to enter into or perform the relevant contract. Without required details, we may not be able to provide the requested service.

We also use information to prevent misuse, investigate errors, secure accounts, and maintain the service, relying on legitimate interests where those interests do not override your rights. We process records where necessary to meet legal obligations, including lawful financial recordkeeping and requests from authorities.

Where processing requires consent, we request it for the relevant purpose. You can withdraw consent, including location permission, without affecting earlier lawful processing. Optional marketing, if offered, is subject to the applicable consent or other lawful requirements and an ability to opt out; service messages about orders or account security are separate.

4. Who receives information

The merchant you order from and the people it authorises to prepare or deliver your order receive information needed for those tasks. Providers supporting hosting, communications, authentication, and payment processing receive the information needed for their services. Paystack processes payment information, and Google Maps supports address search, maps, and location-related features. Google also receives connection information when fonts or map resources load.

Providers may act on our instructions or as independent controllers for their own regulated services. Their privacy notices explain those activities. We may disclose relevant information when legally required, to protect rights or investigate fraud, or as part of a business transfer subject to applicable privacy safeguards.

5. Cookies and browser storage

Kello uses cookies and similar browser storage to maintain sign-in sessions, protect access to orders, remember carts and appearance preferences, cache storefront information, and resume onboarding or payment flows. Some data is kept for a browser session; other settings remain until replaced or cleared. Payment and map providers may also use their own cookies or storage when their services load.

You can clear or block cookies and site storage in your browser and manage location permission in browser or device settings. Doing so may sign you out, remove your cart or preferences, or interrupt checkout. Where optional tracking requires consent, it must be offered separately; simply reading this policy does not provide that consent.

6. How long information is kept

Retention depends on the information and why it is needed. Account details are kept while needed to provide the account; order, billing, and payment records may remain longer for financial obligations, disputes, and fraud prevention. Support and security records are kept for the period needed to resolve issues and protect the service.

When information is no longer needed for those purposes, it should be deleted or anonymised, subject to lawful retention obligations and backup cycles. Account closure does not necessarily remove a merchant’s independent transaction records. Contact us for information about the retention applicable to your records.

7. Security and international processing

We use access controls and authentication measures intended to protect personal information. No online service can guarantee absolute security. Keep your credentials private and contact us promptly if you suspect misuse of your account.

Service providers may process information outside Nigeria. Where information is transferred internationally, the transfer must meet applicable data protection requirements, such as an adequate level of protection or appropriate contractual or other lawful safeguards. Contact us for details of safeguards relevant to your information.

8. Your choices and privacy rights

Subject to applicable law, you may request access to your personal information, correction of inaccurate information, deletion, restriction of processing, or a portable copy. You may object to certain processing, withdraw consent, and challenge a decision made solely by automated processing where the law gives you that right.

Email hello@kello.ng to make a request. We may ask for proportionate information to verify your identity and identify the relevant store or account. We will respond within the applicable legal timeframe and explain any lawful limitation. You may also lodge a complaint with the Nigeria Data Protection Commission through ndpc.gov.ng, without first completing a complaint with us.

9. Children’s information

Kello’s account and merchant services are intended for adults. A parent or guardian who believes a child has provided personal information without the required authorisation should contact us so we can investigate and take appropriate action, including deletion where required.

10. Changes to this policy

We may revise this policy when our services or legal requirements change. The date above identifies the latest version. We will provide additional notice and obtain consent for a new purpose where required by law.