Privacy Policy, Terms & Platform Policies

Privacy Policy

This Privacy Policy explains how Translyo ("we", "our", "us") collects, uses, discloses, and protects your information when you use the Translyo mobile application and website (collectively, the "Service").

1. Core App Purpose

Translyo is a delivery and pickup platform that connects customers with local merchants and drivers. The app allows customers to browse stores, place orders, and track deliveries in real time. Merchants manage their stores and orders, drivers handle delivery routing and fulfillment, and business administrators oversee platform operations.

2. Device Permissions and Why We Need Them

Translyo requests only the device permissions necessary to deliver its core features. Each permission is used exclusively for the stated purpose, and you can deny or revoke any permission through your device settings at any time without preventing the core use of the app:

Location is only accessed when you actively use map or order features — it is never tracked continuously in the background. The camera is never accessed without you initiating a photo action.

3. Information We Collect

3.1 Information You Provide Directly

• Account information: name, email address, phone number, and role (customer, driver, merchant, or business advertiser).
• Profile information: profile photo, delivery address, driver documents, and merchant business details.
• Order information: cart contents, order history, delivery and pickup preferences, and special instructions.
• Payment details: processed by third-party providers (Stripe, PayPal). We never store complete payment card numbers on our servers.
• Driver verification: driver's license, vehicle and insurance documents submitted for account verification.
• Content you post: store images, product photos, reviews, ratings, and messages.
• Support communications: messages and files you send us through Contact Us.

3.2 Information Collected Automatically

• Device information: device model, operating system version, and unique device identifiers.
• Log data: IP address, pages visited, access times, and interaction data.
• Location data: approximate or precise location when you grant location permission.
• Usage analytics: aggregated statistics about how the Service is used, so we can improve features.
• Cookies and similar technologies: as described in the Cookie Policy section below.

3.3 Information from Third Parties

• Payment processors: transaction status and references necessary to reconcile payments and payouts.
• Identity verification services: confirmation that your driver documents are valid.
• Map providers: geocoding and distance data used for delivery routing and tracking.

4. How We Use Your Information

• Create accounts, process orders, route deliveries, and show real-time tracking updates.
• Notify customers, merchants, drivers, and admins about order status changes.
• Calculate delivery fees, taxes, tips, payouts, refunds, and business advert billing.
• Verify identity, run fraud and risk checks, and prevent abuse.
• Provide customer support and respond to requests submitted through Contact Us.
• Send order confirmations, receipts, and important safety or service updates.
• Improve and secure our platform through analytics and monitoring.
• Comply with legal obligations and enforce our agreements.

5. Data Sharing and Disclosure

We do not sell your personal information to third parties for their marketing purposes. We may share information in the following circumstances:

• With parties involved in your orders: to facilitate fulfillment (for example, a driver sees the delivery address and order contents; a merchant sees the customer name and order details).
• With payment processors (Stripe, PayPal): to process transactions and payouts.
• With identity verification services: to verify driver documents and prevent fraud.
• With service providers: hosting, analytics, customer support, and email delivery partners who help operate the Service and are bound by confidentiality obligations.
• With law enforcement: when required by law, legal process, or to protect our rights, safety, and property.
• In business transfers: in connection with a merger, acquisition, or sale of assets.
• With your consent: for any other purpose you expressly authorize.

6. Data Security

We implement industry-standard security measures including encryption in transit (HTTPS/TLS), secure server hosting, strict access controls, and compliance with PCI-DSS for payment processing. Passwords are stored using secure hashing, and we never store complete payment card numbers on our servers. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

7. Your Rights and Choices

• Access and correction: view and update your account information in the app at any time.
• Deletion: request deletion of your account and personal data (see Account Deletion & Data Rights).
• Marketing opt-out: opt out of promotional communications at any time.
• Permissions: revoke or deny any app permission through your device settings.
• Data portability: request a copy of your personal data in a portable format.
• Object to processing: object to certain data processing, subject to applicable law.

To exercise any of these rights, contact us through the channels listed in the Contact Us section. We respond to verifiable requests within 30 days.

8. Children's Privacy

Translyo is not intended for users under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take steps to delete such information promptly. Parents or guardians who believe their child has provided us with information may contact us to request deletion.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence, where data protection laws may differ. We ensure appropriate safeguards are in place for such transfers, including Standard Contractual Clauses (SCCs), so that your information is protected in accordance with this Privacy Policy and applicable laws wherever it is processed.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or through the app. The "Last updated" date at the top indicates when the policy was last revised. Your continued use of Translyo after such changes constitutes your acceptance of the updated policy.

Terms of Service

By using Translyo, you agree to use the platform responsibly and to provide accurate account, order, delivery, merchant, driver, and payment information.

Using Translyo

• Customers are responsible for accurate delivery or pickup information.
• Merchants are responsible for accurate store, product, price, and preparation details.
• Drivers are responsible for safe and lawful delivery activity.
• Users must not misuse payments, coupons, gift cards, documents, or account access.

Orders, Payments, And Support

• Orders may be affected by merchant availability, driver availability, location, weather, or payment status.
• Payment, refund, coupon, and gift card handling is subject to platform rules and payment provider requirements.
• Tax documents are calculated based on your location and earnings. You can view, download, and print your tax records at Tax Documents. Tax records are retained for up to 10 years per user, after which the oldest year is automatically removed from our system. Only you can view your own tax documents — admins send them, but your records are private to your account.
• For questions or account help, use Contact Us.

Refund Policy

Translyo processes refunds in accordance with the following rules:

Refund Disputes

If you believe your refund was processed incorrectly, you can contact Translyo support within 30 days of the refund decision. Our team will review the case and make a final determination.

Driver and Merchant Cancellations

If a driver or merchant cancels an order after acceptance, customers are eligible for a full refund of the order value. Drivers receive $5.00 compensation for cancellations that occur after they accept an order.

Refund Abuse

• Refund Abuse: Claiming non-delivery or incorrect items when the order was correctly fulfilled is considered fraud and may result in account suspension or termination.
• Admin Approval: Refunds may require admin review and approval before processing.
• To request a refund, visit your Order History or Refund Page. View your refund status at Refund History.

Payment Terms

All payments on Translyo are processed securely through Stripe and PayPal. We never store complete payment card numbers on our servers.

Customer Payments

• Customers authorize charges at checkout for order subtotal, delivery fee, service fee, and applicable taxes.
• Cards are charged at the time of order placement, subject to merchant and driver availability.
• Tips are optional and go directly to your driver (maximum tip capped at $200).

Merchant and Driver Payouts

Chargebacks and Payment Disputes

Chargeback abuse — initiating payment disputes without a valid reason — is prohibited and may result in account suspension. If a chargeback is initiated, we may provide transaction evidence to the payment processor to support resolution.

Delivery & Fees

Translyo provides delivery and pickup options. Delivery fees are displayed before checkout and may vary based on distance, demand, and availability.

Driver & Merchant Earnings

Driver and merchant payouts are calculated from order revenue after platform fees. Drivers receive a share of each delivery fare plus 100% of tips, and merchants receive a share of order revenue. Payouts are released after a short review delay and require a minimum balance.

Coupons & Gift Cards

Coupons

• Customers may request a limited number of coupon codes per month.
• Coupons apply to orders that meet a minimum order amount.
• Coupon codes expire after 30 days from issue.
• Coupon misuse — such as creating multiple accounts to exploit promo codes — is prohibited and may result in account suspension.

Gift Cards

• Gift cards can be purchased in fixed denominations from $25 up to $200.
• Gift cards may be redeemed against orders and are subject to a minimum and maximum value.
• Gift cards expire after the selected period (6 months or 1 year from purchase) unless otherwise stated.
• Gift card values and expiry are shown before purchase.

Promo Terms

Promotional offers and coupon codes on Translyo are governed by the following terms:

• Customers may request up to 2 coupon codes per month.
• Coupon values are issued at fixed amounts ($5 or $10) and require a minimum order of $10 to apply.
• Coupon codes are valid for 30 days from the date of issue and cannot be redeemed after expiry.
• Only one coupon can be applied per order, unless otherwise stated.
• Coupons cannot be combined with gift card purchases or exchanged for cash.
• Promotional abuse — creating multiple accounts to exploit new-user discounts or referral bonuses — is prohibited and may result in forfeiture of the promotion and account suspension.

Business Advert Plans

Businesses can advertise on Translyo through paid advert plans. Adverts are reviewed by the platform before publishing.

• Advert placements include banners and videos across the platform.
• All adverts are subject to content standards and may be rejected if they violate platform policies.
• Business accounts are billed in advance on a monthly or yearly basis.
• Advert subscriptions do not auto-renew unless enabled by the business account.

Driver Agreement

Translyo drivers are independent contractors, not employees. This agreement governs drivers who use the platform to deliver customer orders.

Independent Contractor Status

Drivers control when they are available, which orders they accept, and the routes they take. Drivers are not required to accept any particular order and may stop delivering at any time.

Driver Requirements

• Drivers must be at least 18 years old and provide valid identification and vehicle documentation for verification.
• Drivers are responsible for their own vehicle, fuel, insurance, and mobile device.
• Drivers must maintain a valid driver's license and required insurance coverage.
• Drivers must comply with all applicable traffic and delivery laws.

Delivery Standards

• Drivers must follow the pickup and drop-off instructions for each order.
• Drivers must not mark orders as delivered without completing actual delivery.
• Drivers must handle food and packages with care, keeping hot and cold items separated where possible.
• Drivers must not request or accept tips outside the platform.
• Customers may rate drivers after delivery; repeated poor ratings may affect order eligibility.

Compensation

Drivers earn a share of each delivery fare plus 100% of tips received through the app (tips capped at $200 per order). Payouts are scheduled automatically and paid through Stripe or PayPal.

Merchant Agreement

This agreement governs merchants who list stores and products on Translyo.

Menu and Pricing Accuracy

• Merchants must provide accurate store, product, price, and availability information.
• Merchants must update menu items, prices, and availability when they change.
• Merchants must not inflate prices or charge for items not ordered or delivered.

Order Fulfillment

• Merchants are expected to accept or decline orders promptly and prepare them within the stated preparation time.
• Merchants must package orders to preserve food quality and safety during delivery.
• Repeatedly accepting orders and failing to fulfill them may result in penalties or account deactivation.

Fees and Payouts

Merchants receive 65% of order revenue after platform fees. Payouts are scheduled automatically and paid through Stripe or PayPal. Merchant earnings are reported through Tax Documents.

Compliance

Merchants must hold any licenses and permits required to operate their business and to sell the products they list, including any applicable food service or alcohol licenses.

Community Guidelines

Translyo connects customers, local merchants, and drivers in a shared delivery ecosystem. Our community guidelines ensure everyone is treated with respect:

• Respect Drivers and Merchants: Treat delivery drivers and merchant staff with courtesy and patience
• Accurate Orders: Do not place fake orders or provide incorrect delivery addresses
• No Tip Baiting: Do not promise tips and then remove them after delivery
• Fair Ratings: Rate honestly — do not abuse ratings to punish drivers or merchants for circumstances beyond their control
• No Interference: Do not interfere with other users' orders, deliveries, or account access

Copyright & DMCA

Translyo respects intellectual property rights. You may not upload, share, or distribute content that infringes on copyrights, trademarks, or other intellectual property:

• All software, design, and content on Translyo is owned by Translyo or its licensors
• Merchant store images, logos, and product photos must be owned or licensed by the merchant
• When a valid DMCA takedown notice is received, the infringing content is removed and a copyright strike is issued to the uploader
• Accounts receiving multiple copyright strikes may be terminated
• If you believe your copyrighted work has been used without authorization, contact us with a description of the infringing material and your contact information

Fraud & Financial Integrity

Fraud on a delivery platform harms customers, merchants, and drivers alike. We strictly prohibit:

• Refund Abuse: Claiming non-delivery or incorrect items when the order was correctly fulfilled
• Coupon Misuse: Creating multiple accounts to exploit promo codes, referral bonuses, or new-user discounts
• Payment Fraud: Using stolen payment methods, chargeback abuse, or unauthorized transactions
• Driver Fraud: Marking orders as delivered without actual delivery, or falsifying delivery proof photos
• Merchant Fraud: Inflating prices, charging for items not delivered, or misrepresenting product availability
• Violations may result in account suspension, forfeiture of earnings, referral to law enforcement, and legal action

Harassment & Abuse

Harassment and abuse are strictly prohibited on Translyo:

• Threatening, intimidating, or verbally abusing delivery drivers, merchant staff, or other customers
• Discriminating against drivers or merchants based on race, gender, religion, or any protected characteristic
• Stalking or unwanted physical contact with drivers or merchant staff
• Doxxing — publishing private identifying information (address, phone number) without consent
• Sending abusive, offensive, or sexually explicit messages through in-app chat or contact forms
• Repeated unwanted contact after being asked to stop

Hate Speech

Translyo does not tolerate hate speech. This includes content or conduct that promotes violence, incites hatred, or discriminates against individuals or groups based on:

• Race, ethnicity, or national origin
• Religion or creed
• Gender, sexual orientation, or gender identity
• Disability or medical condition
• Any other protected characteristic
• Calling for violence, exclusion, or segregation based on protected status is prohibited

Child Safety

Translyo takes child safety seriously:

• Users must be at least 18 years old to create an account, place orders, or work as a driver or merchant
• Merchants selling age-restricted items (alcohol, tobacco) must verify customer age at delivery per applicable laws
• Any content depicting child exploitation, abuse, or endangerment will be reported to NCMEC and law enforcement
• Accounts found violating child safety policies will be permanently terminated and reported to authorities

Spam & Deceptive Practices

We prohibit spam and deceptive practices, including:

• Creating fake customer, driver, or merchant accounts
• Submitting fake or duplicate orders
• Phishing attempts disguised as order confirmations, delivery alerts, or Translyo official messages
• Manipulating delivery tracking data or GPS coordinates
• Using automated scripts or bots to place orders, claim promotions, or interact with the platform
• Posting fake reviews or ratings to manipulate merchant or driver reputations

Impersonation

Impersonation is strictly prohibited on Translyo:

• Do not pretend to be a driver, merchant, or customer you are not
• Do not impersonate Translyo staff, support agents, or representatives
• Do not create accounts using another person's name, likeness, or business information without authorization
• Do not misrepresent your restaurant or store as another established business
• Accounts that impersonate others will be terminated

Food Safety & Quality

Translyo is committed to food safety for every order. Customers, merchants, and drivers all play a role:

• Merchants must comply with applicable food safety regulations and prepare orders in sanitary conditions.
• Merchants must package orders to preserve food quality and prevent contamination during delivery.
• Drivers must keep hot and cold items separated where possible and deliver orders promptly.
• Seals and tamper-evident packaging should remain intact through delivery; customers should not accept visibly damaged or tampered packages.
• Customers should report food safety concerns (e.g., damaged packaging, spoiled items) through Contact Us so we can investigate.

Age-Restricted Items

Certain products on Translyo are age-restricted or contain alcohol. Merchants flag these products in their store listings, and the following rules apply:

• Age-restricted items (including alcohol and tobacco) may only be delivered to customers who are of legal age in their location.
• Customers must be prepared to present valid government-issued identification at the time of delivery.
• Drivers may refuse delivery and return the order to the merchant if the customer cannot present valid ID.
• Delivery of age-restricted items is not available for pickup-order handoff to anyone who cannot verify their age.
• Merchants are responsible for holding any licenses required to sell age-restricted products.

Enforcement & Termination

Translyo actively enforces these Platform Policies:

• Warnings: Minor violations may result in a warning and required corrective action
• Suspension: Repeated or moderate violations may result in temporary account suspension
• Termination: Severe violations, including fraud, harassment, impersonation, or safety threats, result in permanent account termination
• Earnings Forfeiture: Drivers or merchants terminated for fraud may forfeit outstanding earnings or payouts
• Legal Action: We cooperate with law enforcement and regulatory authorities for violations involving theft, fraud, or illegal activity
• We reserve the right to modify these policies at any time with notice to users

Deactivation Policy

Driver and merchant accounts may be deactivated from the platform for policy violations or safety concerns:

• Document expiry: Driver accounts are deactivated if required documents (license, insurance) expire or fail verification.
• Safety incidents: Accounts may be deactivated following serious safety incidents or confirmed safety violations.
• Fraud: Confirmed fraud results in permanent deactivation and forfeiture of outstanding earnings.
• Repeated violations: Accumulated warnings and suspensions may lead to permanent deactivation.
• Appeals: Deactivated users may submit an appeal through Contact Us. Appeals are reviewed by our team and decided within 14 days.

Dispute Resolution

Translyo provides a dispute resolution process to help resolve conflicts between customers, merchants, and drivers.

Resolution Process

• Parties submit evidence and communicate through our support channels.
• Our team reviews all evidence, including order history, delivery tracking, and photos.
• Most disputes are resolved within 7-14 days. Complex cases may take longer.
• Our decisions are final and binding for both parties.

Compensation

When a merchant or driver is found responsible for an issue, we may issue refunds or other compensation to the customer. When a customer is found to have committed refund abuse, the refund may be reversed and the account flagged.

Account Security

You are responsible for maintaining the confidentiality of your account credentials. We recommend using strong, unique passwords and enabling two-factor authentication when available. Notify us immediately if you suspect unauthorized access to your account.

Security Measures

We employ multiple layers of security including password encryption, session timeouts, and suspicious activity monitoring. We never store complete payment card information on our servers.

Account Compromise

If your account is compromised, we will help you secure it and investigate any unauthorized activity. We may temporarily suspend your account during investigation to protect your information.

Payment Security

All payments are processed through secure payment processors (Stripe and PayPal) that comply with PCI-DSS standards. We never store or have access to your complete payment card details.

Fraud Prevention

We use fraud detection measures to monitor transactions for suspicious activity. We may request additional verification for certain transactions to prevent fraud.

Payment Processing

Payments are captured at order placement. Refunds are issued to the original payment method. Payouts to merchants and drivers are scheduled automatically after order completion.

Cookie Policy

We use cookies and similar technologies to operate and improve the Service. You can manage cookie preferences through your browser settings.

Data Retention

Translyo retains your data only as long as necessary to provide our services and comply with legal obligations:

Your data is never sold to third parties or used for advertising. You may request a copy of your data or its deletion by contacting our support team.

Account Deletion & Data Rights

You have the right to delete your Translyo account at any time. Account deletion removes your personal information from our active systems, though some data may be retained for legal, safety, or fraud prevention purposes.

Deletion Process

To delete your account, go to your account settings and select "Delete Account" or contact us through Contact Us. You will need to confirm your identity and acknowledge that the action is irreversible.

Data Retention After Deletion

After account deletion, we retain order and delivery records for 7 years for tax purposes, tax documents for up to 10 years, and fraud prevention data as necessary. Other personal information is deleted within 30 days.

Reactivation

Once deleted, accounts cannot be reactivated. You would need to create a new account if you wish to use Translyo again in the future.

Accessibility

Translyo is committed to making our platform accessible to users with disabilities. We continuously work to improve accessibility across our apps and website.

Accessibility Features

Our platform includes features such as screen reader compatibility, keyboard navigation, high contrast options, and resizable text. We welcome feedback on how to improve accessibility.

Marketing Communications

We may send you marketing communications about promotions, new features, and relevant offers. You can opt out of marketing communications at any time.

Communication Preferences

You can manage your email preferences in your account settings. Even if you opt out of marketing, we will still send essential transactional and safety-related communications.

Content Ownership

You retain ownership of content you submit to Translyo, including reviews, photos, store images, and product descriptions. By submitting content, you grant us a license to use, display, and distribute it on our platform.

License Grant

You grant Translyo a worldwide, non-exclusive, royalty-free license to use your content for operating and improving our services. This license survives account termination.

User-Generated Content

You represent that you have the right to submit all content you post and that it does not violate any third-party rights. You are responsible for any content you submit.

Legal Compliance

Translyo complies with applicable data protection laws including GDPR (General Data Protection Regulation) for users in the European Union and CCPA (California Consumer Privacy Act) for users in California.

GDPR Rights

EU users have additional rights including the right to data portability, the right to be forgotten, and the right to object to automated decision-making. Contact us to exercise these rights.

CCPA Rights

California residents have the right to know what personal information we collect, request deletion of their information, and opt-out of the sale of their personal information (though we do not sell personal information).

Data Transfers

For international data transfers, we use appropriate safeguards such as Standard Contractual Clauses (SCCs) to ensure your data is protected in accordance with applicable laws.

Contact Us

If you have questions about these policies, your data, or your rights, please do not hesitate to reach out.

Data Protection Officer

For data protection inquiries, you may contact our Data Protection Officer through Contact Support. We respond to data protection requests within 30 days.