Privacy Policy
This page explains what data we collect, why, who we share it with, and how you can control it. We have written it in plain language wherever we can.
- Last updated:
- Applies to merchants and their customers
- Translated from Arabic; the Arabic version prevails
The summary in four points
- We never sell anyone’s dataAnd we don’t use it for advertising.
- Each store’s data stays separateWe never share your customers’ data with another store.
- The final decision is yoursWe never cancel an order automatically.
- Delete your data at any timeThe steps are in section 10.
Who we are and what this policy covers
Handova (handova.net) is a service that helps online stores selling cash on delivery confirm their orders with customers over WhatsApp before shipping.
This policy applies to our website, the Handova app, and everything we provide through them. It concerns two groups of people: merchants who use Handova, and those merchants’ customers who receive confirmation messages.
Our role and yours
Our role depends on the type of data:
The merchant
Is the controller of their customers’ data: decides what is sent to us and why, and makes sure they have a legal right to contact their customers.
Handova
Acts as a processor of the merchant’s customer data: we process it on the merchant’s instructions and only to provide the service. For the merchant’s own account data, we are the controller.
The data we collect
| Type | What it includes | Source |
|---|---|---|
| Merchant account data | Name, mobile number, email address, store name | From the merchant, at sign-up |
| Order data | Customer name, phone number, address, order contents, total, shipping status | From the merchant’s store and courier, once connected |
| WhatsApp messages | The confirmation message and the customer’s reply, plus sent, delivered and read status | From WhatsApp (Meta), during confirmation |
| Usage data | Sign-in logs, device and browser type, pages used | Automatically, when you use the service |
| Payment data | We don’t store your card details. We only receive the transaction status from the payment provider | From a certified payment provider |
When you send from your own number, message fees are paid to Meta directly, with the payment method you add to your Meta account, and that payment method’s details never pass through us. When you send from Handova’s number, message costs are deducted from your credit with us.
How we use data
- Reviewing each order and calculating its risk score.
- Sending confirmation messages and reminders over WhatsApp from the store’s number.
- Linking the order to the courier and tracking its status.
- Preparing loss and savings reports for the merchant.
- Providing technical support, and protecting the service from fraud and abuse.
- Complying with the law.
What we don’t do
- We don’t sell merchants’ data or their customers’ data.
- We don’t use data for advertising.
- We don’t share one store’s customer data with another store.
The risk score and the final decision
Each order’s risk score is calculated only from your own store’s data, such as how complete the address is, whether the number is valid, and the history of previous orders in your store. The score is there to help you prioritise; it is not a judgement of the customer.
We never cancel or reject an order automatically, and the final decision is always yours. We also show you the reasons behind each score.
Who we share data with
- Meta (WhatsApp): to send confirmation messages and receive replies.
- Couriers (such as Bosta): on the merchant’s authorisation, to create and track shipments.
- Hosting and cloud infrastructure providers: to run the service and store data.
- Payment provider: to collect the Handova subscription.
- Public authorities: only where the law requires it.
Some data may be processed outside Egypt by our hosting providers and by Meta. For any such transfer, we comply with the requirements of Personal Data Protection Law No. 151 of 2020.
How long we keep data
| Type | How long we keep it |
|---|---|
| Account data | For as long as you subscribe; deleted within 30 days of closing the account |
| Orders and confirmation messages | 12 months from the order date, then deleted or anonymised |
| Sign-in and security logs | 6 months |
| Invoices and payment records | As long as the law requires |
Data security
We protect data with reasonable technical and organisational measures, including:
- Encrypting the connection between your device and the service (HTTPS).
- Storing the keys that connect us to your store and to WhatsApp in encrypted form.
- Limiting access to data to the members of our team who need it.
No system is 100% secure. If an incident affects your data, we will notify you as the law requires.
Your rights
Law No. 151 of 2020 gives you rights over your personal data, including the right to:
- Access your data
- Correct it
- Delete it
- Object to its processing
- Restrict processing
- Withdraw your consent
Send your request to mina.samir@handova.net and we will reply within 30 days. If you are a customer of one of our merchants, the easiest way is usually to contact the store directly; you can also write to us and we will pass your request on.
Deleting your data and stopping messages
Merchant? Delete your account and data
- Go to Settings, then “Delete account”.
- Confirm the request with the code sent to your mobile.
- We delete your data within 30 days and send you a confirmation.
Or email us at mina.samir@handova.net
Received a message as a customer? Stop it
Reply to the message with the word “STOP” (or «إيقاف») and you won’t receive any more messages from that store through Handova.
To delete the data linked to your number, email us your mobile number and we will carry out the request.
Children and changes to this policy
Our service is intended for adult merchants, and we do not knowingly collect children’s data.
We may update this policy from time to time. We will notify merchants of any material change 30 days before it takes effect, through the app or by email, and the date of the latest update appears at the top of this page.
Contact us
- WhatsApp support
- +86 171 6089 0823