Privacy Policy

Cendiago Inc. (“Cendiago”, “we”, “our”) operates the Cendiago platform (the “Platform”), a peer-to-peer delivery marketplace connecting travelers with spare luggage space and senders who need goods transported. This Privacy Policy describes how we collect, use, and share personal information when you use our Platform.

By creating an account or using the Platform you agree to this Privacy Policy. If you do not agree, please do not use the Platform.

1. Information We Collect

Account Information

When you register, we collect your full name, email address, and password (hashed — never stored in plain text). We also collect your country and preferred language. You may optionally add and verify a phone number at any time; if you do, we use it to send you transactional SMS notifications only if you explicitly opt in to that feature.

Identity Verification

Senders must complete identity verification before sending their first item. Travelers may complete it to earn a verified badge that builds trust with senders (optional for travelers). Verification requires:

• A government-issued photo ID (passport, national ID, or driver's licence)
• A live selfie for biometric face-matching
• Your phone number, verified via SMS one-time code

Verification is processed by our identity verification partner. Raw ID images are retained for no longer than 90 days after the verification decision, after which only the verified status and your legal first name are stored.

Flight Information (Travelers Only)

Travelers upload their flight ticket or itinerary. We extract the passenger name, departure airport, destination, and travel date in order to confirm the trip against live aviation data. Ticket images are deleted within 30 days of the trip's departure date.

Payment Information

Payment is processed by our licensed payment partners. We do not store full card numbers or bank account details on our servers. Our payment partners may collect and retain payment method data in accordance with their own privacy policies. We store transaction records (amounts, timestamps, trip IDs) for accounting and dispute purposes.

Usage and Device Information

We automatically collect information about how you use the Platform, including pages visited, search queries, buttons clicked, your IP address, browser type, device type, and operating system. This information is used for security, analytics, and to improve the Platform.

Communications

If you contact our support team, we retain records of that correspondence to help resolve disputes and improve our service.

2. How We Use Your Information

• To operate the Platform — matching senders to travelers, processing bookings, releasing payments to travelers.
• To verify identity — confirming a user's identity: required for senders before they send items, and available to travelers to earn a verified badge on their profile.
• To prevent fraud and abuse — detecting unusual activity, investigating reports, enforcing our Terms of Service.
• To communicate with you — sending booking confirmations, status updates, and support responses by email and, where you have opted in, by SMS.
• To improve the Platform — analysing usage patterns to fix bugs and build better features.
• To comply with legal obligations — responding to lawful requests from courts, regulators, or law enforcement.

3. Information Shared with Other Users

When a sender views a traveler's profile or trip listing, they see:

• The traveler's first name only
• Verified status badges (ID verified, flight verified)
• Departure and destination airports, travel date, and available space
• Average rating and number of completed trips

We never share a traveler's full name, flight number, departure time, ticket image, government ID, phone number, or email address with senders — at any stage. Similarly, a sender's phone number and email address are never shared with the traveler. All coordination between senders and travelers happens exclusively through Cendiago's in-app messaging.

4. Third-Party Services

We share data with the following categories of third-party providers, each under a data processing agreement:

• Payment processing partner — payment processing and holding of funds until delivery is confirmed
• Twilio — SMS delivery for phone verification and, where you have opted in, transactional booking notifications
• Identity verification provider — ID and selfie matching
• Aviation data provider — flight validation
• AI screening provider — automated screening of item descriptions and the photos senders upload of an item's contents, to check each request against customs rules and flag prohibited or misrepresented items before a traveler sees it
• Cloud infrastructure provider — hosting and database storage
• Analytics provider — anonymised usage analytics

We do not sell your personal information to advertisers or data brokers.

5. Data Retention

• Account data is retained while your account is active and for 3 years after closure, to satisfy legal and dispute obligations.
• Transaction records are retained for 7 years for tax and accounting purposes.
• ID images and selfies are deleted within 90 days of the verification decision.
• Flight ticket images are deleted within 30 days after the trip departure date.
• Item photos uploaded for a shipment are retained for up to 1 year after delivery to support screening and dispute resolution, then deleted.

6. Your Rights

Depending on where you are located, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate information
• Object to or restrict certain processing
• Download your data — export a copy of all personal data associated with your account
• Deactivate your account — temporarily disable your account while retaining your data
• Delete your account — permanently delete your account and associated personal data

You can exercise your download, deactivation, and deletion rights directly from your account Settings page. For all other requests, email us at privacy@cendiago.com and we will respond within 30 days. Note that some data must be retained for legal and financial compliance reasons even after an account deletion request.

7. Security

All data in transit is encrypted using TLS. Data at rest is encrypted using AES-256. Access to production systems is restricted to authorised personnel and protected by multi-factor authentication. We conduct periodic security reviews.

No system is perfectly secure. If you believe your account has been compromised, contact security@cendiago.com immediately.

8. Children's Privacy

The Platform is intended for users who are at least 18 years old. We do not knowingly collect personal information from children. If we learn that we have collected information from a child under 18, we will delete it promptly.

9. Changes to This Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you by email or by posting a prominent notice on the Platform at least 14 days before the changes take effect. Continued use of the Platform after the effective date constitutes acceptance of the updated policy.

10. SMS Notifications

We send SMS messages via Twilio only to users who have (a) verified a phone number on the Platform and (b) explicitly opted in by checking the SMS consent box in their Profile. SMS messages are transactional in nature — limited to booking requests, acceptances, delivery confirmations, and payout notifications. We do not send marketing or promotional text messages.

Your phone number is shared with Twilio solely for the purpose of delivering these messages and verifying your number via one-time code. Twilio processes this data in accordance with its own privacy policy.

You can withdraw your consent at any time by:

• Replying STOP to any SMS we send
• Unchecking the SMS consent option in your Profile, or disabling SMS under Settings → Notifications

Reply HELP to any message for contact information and instructions. Message frequency varies. Standard message and data rates may apply.

11. Contact Us

Cendiago Inc.
privacy@cendiago.com · +1 888 449 7755
For SMS-related inquiries: support@cendiago.com