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Omnia

Privacy Policy

Last updated: 9 August 2026

This Privacy Policy explains how Neighbor Link (Private) Limited ("we", "us", "our"), the operator of the Omnia mobile application and related services, collects, uses, shares, and protects personal information — whether you order food, send a parcel, deliver as a courier, or interact with us in any other way. By using Omnia you agree to the practices described here. We process personal information in accordance with the Zimbabwe Cyber and Data Protection Act [Chapter 12:07].

1. Who this policy covers

This policy applies to everyone who uses Omnia:

  • Customers: people who browse menus and place delivery or collection orders.
  • Couriers: people who deliver orders through the app.
  • Restaurant partners: staff of restaurants that prepare and fulfil orders.

Some sections apply only to a specific group and say so explicitly.

2. Information we collect

Information you provide to us

  • Account details: your name, email address, phone number, and a password (stored only as a secure one-way hash).
  • Order details: the items you order, delivery address, delivery instructions, order history, and, when you order for someone else, the recipient's name and phone number.
  • Payment details: orders are paid in person, on delivery or at collection, so we do not collect or store card details or mobile-money credentials. We record only the payment method you chose, the amount, and whether the order has been paid.
  • Courier documents: if you deliver with Omnia, your driver's licence details, licence photo, profile photo, and vehicle information, collected to verify your identity and eligibility.
  • Communications: support tickets, ratings, reviews, and delivery feedback you submit.
  • Referral activity: your referral code and rewards earned through the Coin Bank loyalty programme.

Information collected automatically

  • Location data: see section 3.
  • Device information: device type, operating system, app version, language, and a push notification token.
  • Usage information: screens viewed, features used, and order events, used in aggregate to improve the service.

3. Location data

Customers: with your permission we use your device's location to suggest a delivery address, show nearby restaurants, and display your position on the live order map. We collect it only while you are using the app.

Couriers: while you are online and delivering, the app collects your precise location, including in the background when the app is closed or the screen is locked, so that orders can be dispatched to you, customers can follow their delivery in real time, and completed deliveries can be verified. Background collection stops when you go offline. On Android, a persistent notification is shown whenever background location is active.

You can withdraw location permission at any time in your device settings. Without it, delivery features may not work.

4. How we use your information

We use personal information to:

  • create and manage your account and verify your identity;
  • process, deliver, and track orders, and facilitate payment;
  • connect customers, restaurants, and couriers for each order;
  • send order status updates and service notifications;
  • operate the Coin Bank loyalty and referral programme;
  • provide customer support and resolve disputes;
  • detect and prevent fraud, abuse, and security incidents;
  • analyse usage in aggregate to improve menus, delivery times, and app performance; and
  • comply with legal, tax, and regulatory obligations.

We do not use automated decision-making that produces legal effects about you without human review.

5. How we share your information

We share personal information only as needed to run the service:

  • With the restaurant fulfilling your order: your name, order items, delivery instructions, and contact number.
  • With your assigned courier: your first name, delivery address, delivery instructions, and phone number for that order.
  • When you order for someone else: the recipient's name and phone number are shared with the restaurant and your assigned courier so the order can be delivered and the courier can contact the recipient at drop-off.
  • With customers: if you are a courier, your first name, vehicle type, registration, profile photo, average rating, and live location during an active delivery.
  • With service providers, who act only on our instructions and may process data outside Zimbabwe under appropriate safeguards:
    • Cloud hosting, for our servers and database.
    • Google Firebase Cloud Messaging, for push notifications (your device push token).
    • Google Maps, for maps, addresses and routing.
    • Sentry, for crash and performance diagnostics (device model, OS and app version, error details).
    • Resend, for transactional email such as verification codes and account notices.
  • With authorities: where disclosure is required by law, court order, or to protect the safety of users or the public.

We do not sell or rent your personal information. We do not share it with third parties for their own advertising, we do not use advertising or analytics-for-advertising SDKs, and we do not track you across other companies' apps or websites.

6. Device permissions we ask for

Omnia requests only the permissions its features need, and asks for each one at the moment it is first used rather than up front:

  • Location (while using the app) — to suggest your delivery address, show nearby restaurants, and place you on the live order map.
  • Location (always / background) — requested only from couriers, and only after you accept a delivery. It lets the customer follow their order and lets us verify completed deliveries. It stops when you go offline, and Android shows a persistent notification the whole time it is active. Customers are never asked for this.
  • Camera and photos — to take or choose your profile photo and, if you deliver with Omnia, your licence and identity documents.
  • Notifications — to send order status updates. The app works without it.

We do not request microphone, contacts, calendar, or health permissions. You can withdraw any permission at any time in your device settings; features that depend on it will stop working, but the rest of the app continues to function.

7. Payments

Omnia does not take payment in the app. You pay for your order in person: in cash, or by EcoCash transfer arranged directly with your courier when the order is delivered, or with the restaurant when you collect. Because no payment passes through us, we do not collect, process, or store card details or mobile-money credentials, we never ask for your EcoCash PIN, and no payment processor receives your personal information from us. We record only the payment method, the amount, and whether the order was paid, so that orders can be reconciled and disputes resolved. If we introduce in-app payment, we will update this policy before it becomes available.

8. Push notifications and marketing

With your permission we send push notifications about your orders (confirmation, preparation, dispatch, delivery). We may occasionally send offers or promotions. You can turn off notifications in your device settings at any time, and you may opt out of marketing messages without affecting order notifications.

9. Data retention

We keep personal information only as long as necessary:

  • Account data: for the life of your account.
  • Order and payment records: up to 6 years after the transaction, as required for tax, accounting, and dispute resolution.
  • Courier location history: retained in detail only for the period needed for delivery verification and safety, then aggregated or deleted.
  • Support communications: up to 2 years after the ticket is closed.

When data is no longer needed we delete it or irreversibly anonymise it.

10. Security

We protect your data with industry-standard measures: all traffic between the app and our servers is encrypted (TLS), passwords are stored using one-way hashing, access to personal data is restricted by role, and we hold no payment credentials at all, because orders are paid in person. No method of transmission or storage is completely secure; if a breach affecting your data occurs, we will notify you and the regulator as required by law.

11. Your rights

Under the Cyber and Data Protection Act you have the right to:

  • access the personal information we hold about you;
  • correct inaccurate or incomplete information;
  • request deletion of your information;
  • object to or restrict certain processing;
  • withdraw consent where processing is based on consent; and
  • lodge a complaint with the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ), the data protection regulator.

To exercise any of these rights, contact us using the details in section 15. We respond within the timeframes required by law.

12. Account deletion

You can delete your account yourself at any time from Profile → Delete account in the app, confirming with your password. Your account closes immediately and you are signed out on every device.

We then hold your information for 30 days before erasing it. During those 30 days you can restore everything simply by signing in again with the same email and password. After 30 days your name, contact details, saved addresses and any rider documents are permanently deleted or irreversibly anonymised, and cannot be recovered.

We cannot close an account while you have an order or delivery still in progress; finish or cancel it first. Records we must keep by law (such as tax and payment records) are retained in anonymised form for the required period and then deleted. If you cannot access the app, or you need your data erased sooner than 30 days, email us at admin@neighbor-link.net from the address on the account and we will action the deletion for you.

13. Children

Omnia is not directed at children and you must be at least 18 years old to create an account. We do not knowingly collect personal information from anyone under 18. If we learn that we have done so, we will delete it promptly.

14. Changes to this policy

We may update this policy as our services or the law change. The current version is always available in the app. For significant changes we will notify you in the app or by email before they take effect.

15. Contact us

For privacy questions, requests, or complaints contact our support team:

Email: admin@neighbor-link.net

If you are not satisfied with our response, you may complain to POTRAZ, the data protection regulator in Zimbabwe.