Section 01
What we collect
Account details, location while a service is running, transaction records, device and support messages.
We collect what the service needs to run and what the money needs to settle. That starts with your account details: name, phone number, email address, and the city you use Afër in. When you fund your wallet, our payment processor handles the card. What we keep is the record of the top-up, not the card itself.
- Account details, and the identity verification behind your trust score
- Location while a service is running, and not between them
- Transaction records: every order, ride, purchase, fee and refund
- Device information from the phone running the app
- Support messages, including anything you send through Help
Location is the part people ask about most. We collect it while a service is running: a ride from request to arrival, a delivery until the package reaches you, an inspection while the inspector is at the seller. SOS and route sharing send your live location because you asked them to. Between services, we are not following you.
Drivers, couriers and merchants give us more. A driver passes a check on license, vehicle registration, insurance and identity before a first job; a bicycle courier passes the identity check only. Merchants upload the documents their country and category demand. We keep those documents and their expiry dates, so an account can be suspended when one lapses.
Section 02
Why we collect it
Delivering the service, fraud prevention, safety, legal obligations, and product improvement.
Most of what we hold exists because the service would not work without it. A driver needs a pickup point. A kitchen needs an address. A payment needs a wallet balance, and it leaves a receipt with the fee on its own line. Take those away and there is nothing to deliver, nothing to charge and nothing to prove.
- Running the service you asked for and settling it from your wallet
- Showing a price before you commit and a receipt after
- Preventing fraud and keeping the trust score honest
- Answering support requests and deciding disputes on evidence
- Meeting the record-keeping the law requires of us
- Seeing which parts of the app work and which ones fail
Safety and fraud account for much of the rest. Your trust score is built from identity verification, completed transactions, ratings, account age and passed inspections, which is why we keep the records behind it and not only the number. Confirmed fraud sets the score to zero and closes the account. SOS sends your live location to our safety team.
Disputes are the other reason. When you open a case, receipts, status trails, in-app messages, trip records and inspection reports attach to it automatically, so neither side has to argue from memory. You have 14 days from an order, ride or purchase to open one, and no deadline at all where we are still holding the money.
Section 03
Who can see it
What a driver, courier, seller or merchant sees about you, and what stays masked.
Nobody in the chain gets your profile. Each person sees the piece they need to finish the job in front of them. The one thing everyone sees is the trust score: a number from 0 to 100 percent, on your profile and on theirs. Neither of you can edit your own.
- A driver sees your first name, your pickup point and your destination
- A courier sees your first name and the delivery address
- A seller sees your first name and a masked number
- A merchant sees the order, never your payment instrument
- An inspector sees the item and the seller's address
Chat stays inside the app and numbers are masked on both sides, so a marketplace deal does not end with your number in a stranger's contacts. A meetup you agree to attaches to the listing. Route sharing is yours to start: the live link goes to the person you pick, and it ends when the trip does.
A marketplace listing you publish is public: anyone with its link can open it and search engines may index it. It carries the item, never your name, your phone number or your exact location, and contact details written in the description are hidden. A sold or removed listing is taken down and drops out of search results as the search engines revisit it.
Two things move information beyond that circle. A dispute puts the attached receipts and records in front of the agents deciding it, and both sides see what the decision rests on. A legal request is answered where the law requires it. A merchant or a seller who asks us for your details gets nothing.
Section 04
How long we keep it
Retention by data type, and what survives account deletion for legal reasons.
Data does not all expire at once, because it does not all exist for the same reason. Account details last as long as the account. Transaction records last longer, because the law requires them. Location from a finished trip sits inside that trip's record rather than in a trail we keep adding to.
- Account details: while the account is open
- Transaction records and receipts: as long as the law requires
- Location: inside the record of the ride, delivery or inspection it belongs to
- Support messages and in-app chat: long enough to answer and to settle a dispute
- Verification documents: while the driver or merchant account is active
- Website form submissions: covered in the last section of this page
Deleting your account from Settings removes your profile and your personal data. What stays is the transaction record we are legally required to keep, and it stays without contact details attached: the order, the amount, the date. Finish an open dispute first, and anything we are still holding money for, because deleting the account cannot resolve those.
Section 05
Your controls
Export, correction, deletion, notification and location settings, all from inside the app.
These controls sit in Settings, not behind an email to us. Export gives you a machine-readable file of everything you have given Afër. Delete closes the account and removes your profile and personal data. You do not have to explain why, and we do not put an offer to stay in the way.
- Export: a machine-readable file of what you have given us
- Delete: closes the account and removes profile and personal data
- Correct: change your name, number, email or address in Settings
- Notifications: choose which ones the app sends you
- Location: grant or revoke the permission in your phone's settings
Two limits are worth stating plainly. Your trust score is not editable, by you or by us on request; it moves only when the things behind it move, and confirmed fraud takes it to zero. And location is not optional for a service that needs it: revoke the permission and a ride, delivery or inspection cannot run.
Section 06
Transfers and processors
Where data is stored and the processors involved.
Afër is operated by a limited liability company registered in the United States, and the service opens country by country. Your data moves between the United States and the country you use the app in: it sits on servers our hosting provider runs, and the people who support you can reach it. Where the law requires a safeguard for that transfer, we put one in place first.
- A hosting provider, which runs the servers behind the apps
- A payment processor, for card top-ups, wallet settlement and bank transfers
- The tools we use to answer support messages and send notifications
- Security providers that help us block fraud and abuse
Each of them works for us under contract, on our instructions, and only for the job it is there to do. None of them is free to use your data for its own purposes. If you want to know which company handles a particular part, ask at the address in the next section and you will have an answer within one business day.
Section 07
Children
Minimum age and what we do if an underage account is found.
You must be 18 to hold an Afër account, and that covers all three apps: the one you order with, the merchant app and the driver app. We do not knowingly collect anything from a person under 18, and no part of Afër is built for children. Identity verification is usually where an age problem surfaces.
When we find an account held by someone under 18, we close it. The profile and the personal data go the same way any deletion goes: what stays is the transaction record the law requires us to keep, without contact details. A balance in that wallet is not forfeited, and support works out how to return it.
If you think a minor is using Afër, tell us at support@afer.app or through Help in the app. You do not need proof to report it. We look at the account and close it if the age is confirmed. If the report is really about someone's safety, say so: safety is answered within the hour, day or night.
Section 08
Contact and complaints
How to reach the data protection contact and where to complain if you disagree.
Write to hello@afer.app about this policy, including anything on access, export, correction or deletion that the app could not settle for you. support@afer.app handles accounts, orders, payments and refunds. security@afer.app is for vulnerability reports. In the app, Help attaches the order, ride or listing you are looking at, so you do not have to describe it.
- Safety: answered within the hour, day or night
- Payments and refunds: answered the same business day
- Everything else, privacy requests included: one business day
- The form at /support/request/ returns a reference code when you submit it
If our answer does not satisfy you, say so and ask for a second look. On a disputed transaction, a second agent reviews the case when there is new information, and that review closes it on our side. It does not touch any legal right you have, and it is not a condition of going further.
You can also complain to the data protection authority for the country you live in. You do not need our permission or our involvement to do that. We would rather hear from you first, because most of what goes wrong here is something we can fix inside a day. Either way, that route is yours.
Section 09
Cookies and analytics on this website
This website (afer.app) uses Google Analytics to understand how many people visit and which pages they read. Google Analytics sets cookies only after you choose Accept in the banner shown on your first visit; until then, and if you choose Decline, no analytics cookie is placed. You can change your choice at any time by clearing this site's data in your browser, after which the banner appears again. A separate cookie, afer_lang, remembers which language you were reading, so that a later visit to afer.app opens in it. It holds a two-letter code and nothing else, and is not used for analytics.
The contact, support, partner and driver forms send what you type to us so that we can reply. We store those submissions together with the reference code, the time, your approximate country and IP address for abuse prevention, and we may use Cloudflare Turnstile to tell people from bots. We keep form submissions for as long as needed to handle the request and for up to 24 months afterwards. Write to hello@afer.app to ask for a copy or deletion.
