Privacy Policy

Last updated: 22 August 2026

ZippyRoute provides local delivery services through our website and mobile applications. This Privacy Policy explains how we collect, use, store and share personal information when you use ZippyRoute.

ZIPPYROUTE LTD (“ZippyRoute”, “we”, “us” or “our”) is the data controller responsible for the personal information described in this Privacy Policy.

1. Information we collect

Depending on how you use ZippyRoute, we may collect:

• Account information: your name, email address, telephone number, authentication information, account identifiers and account preferences.
• Delivery and address information: pickup and delivery addresses, location search results, contact names and telephone numbers for senders and recipients, delivery instructions, parcel details, number and approximate weight of parcels or bags, and delivery status information.
• Proof of collection and delivery: photographs taken at collection or delivery, verification codes, delivery confirmation records, timestamps, driver notes and other evidence used to confirm that an Item was collected or delivered.
• Location information: approximate or precise location when you choose to use location-based address search, navigation or delivery-related features. You can control location access through your device settings.
• Payment information: payment-related information needed to process an Order. Payments may be processed by third-party payment providers, such as Stripe. ZippyRoute does not store complete payment-card details.
• Device and notification information: device identifiers, device model, operating system, application version, push-notification tokens and notification preferences so that we can provide delivery updates and service messages.
• Support and feedback information: messages, issue reports, complaints, claims, photographs and other information you provide when contacting support or giving feedback.
• Technical, diagnostic and usage information: application performance, crash reports, IP address, activity logs, session-replay or diagnostic information, device context and account context used to identify errors, improve reliability and protect the Service.
• Website information: where applicable, we may use essential cookies and similar technologies required for the operation and security of our website. Analytics or other non-essential cookies will be used only where permitted by law and, where required, with your consent.
• Information provided by another person or business: we may receive a recipient’s name, telephone number, address and delivery instructions from the individual or Business Partner arranging the delivery.

If you provide information about another person, you confirm that you are authorised to provide it for the purpose of arranging and completing the delivery.

2. Sensitive and medical information

ZippyRoute does not require customers or Business Partners to include medical conditions, diagnoses, medication names, prescription details or other sensitive personal information in delivery instructions.

Where ZippyRoute provides delivery services for a pharmacy or another healthcare-related business, the contents of the package should remain sealed and only the minimum information necessary to complete the delivery should be provided to ZippyRoute.

Please do not include medical or other sensitive personal information in delivery instructions unless it is strictly necessary and you are legally authorised to provide it.

3. How we use personal information

We may use personal information to:

• create, verify and manage accounts;
• authenticate access to the Service;
• create, price, process and manage delivery Orders;
• assign Orders to Drivers;
• enable Drivers to collect and deliver Items;
• communicate delivery status and service notices;
• record and provide proof of collection or delivery;
• process payments, refunds and invoices;
• provide customer support and handle complaints, claims or disputes;
• prevent fraud, misuse, unauthorised access and other security incidents;
• provide location-based address search and delivery functionality when enabled;
• monitor and improve the reliability, security and performance of the Service;
• meet legal, tax, accounting, insurance and regulatory requirements; and
• enforce our Terms and Conditions and protect our legal rights.

We do not sell personal information or use the customer application to serve third-party advertising.

4. Our lawful bases

Under UK data-protection law, we rely on one or more of the following lawful bases:

• Performance of a contract: where processing is necessary to create an account, provide a delivery, process a payment or otherwise provide the Service you requested.
• Legal obligation: where we must process or retain information to comply with tax, accounting, regulatory, court or law-enforcement requirements.
• Legitimate interests: where processing is reasonably necessary to operate and improve ZippyRoute, protect the Service, prevent fraud, investigate incidents, manage claims and disputes, and protect our customers, Drivers and business, provided that these interests are not overridden by your rights.
• Consent: where we ask for permission to access optional device features or use information for a purpose that requires consent. You may withdraw your consent at any time through your device settings or by contacting us. Withdrawing consent does not affect processing that took place before consent was withdrawn.

5. When we share information

We may share relevant personal information with:

• Drivers and delivery participants: to the extent necessary to collect and deliver an Order, including pickup and delivery addresses, delivery instructions and relevant contact details.
• The person or Business Partner arranging the delivery: including delivery status, timestamps, verification information and proof of collection or delivery where appropriate.
• Payment processors: to process payments, refunds and related financial transactions securely.
• Service providers: including cloud-hosting, data-storage, notification, communications, mapping, location, analytics, diagnostic, error-monitoring and technical-support providers that help us operate the Service.
• Professional advisers and insurers: where necessary to obtain legal, financial, insurance or other professional assistance or to manage a complaint or claim.
• Authorities and courts: where required by law, court order or regulatory obligation, or where reasonably necessary to protect our rights, users, Drivers or the public.

Service providers acting on our behalf are required to process information only for authorised purposes and to apply appropriate security protections.

6. International data transfers

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that an appropriate legal mechanism is in place. This may include transferring information to a country covered by a UK adequacy regulation or using approved contractual safeguards and other measures required by UK data-protection law.

You may contact us for further information about the safeguards used for international transfers.

7. Data security

We use reasonable technical and organisational safeguards designed to protect personal information against accidental loss, unauthorised access, misuse, alteration or disclosure.

Information is transmitted using encrypted connections where supported by our systems and service providers. Access to personal information is restricted according to operational need.

However, no internet-based service or electronic storage system can be guaranteed to be completely secure.

8. Data retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

The applicable period depends on the type of information and may include:

• account information retained while the account remains active and for a reasonable period afterwards;
• Order, payment, invoice and transaction records retained as required for tax, accounting, fraud-prevention and legal purposes;
• proof-of-collection and proof-of-delivery records retained for a period reasonably necessary to confirm deliveries and manage complaints, claims, chargebacks or disputes;
• support records retained while an issue is being handled and for a reasonable period afterwards;
• technical and diagnostic information retained for the period necessary to investigate errors, maintain security and improve the Service.

Information may be retained for longer where required by law or where reasonably necessary in connection with legal proceedings, fraud prevention, insurance claims or dispute resolution.

When information is no longer required, we will delete it, anonymise it or securely restrict its use.

9. Your choices and rights

Subject to applicable law, you may have the right to:

• request access to the personal information we hold about you;
• request correction of inaccurate or incomplete information;
• request deletion of your personal information;
• request restriction of how your information is used;
• object to processing based on legitimate interests;
• request the transfer of certain information to you or another organisation;
• withdraw consent where processing is based on consent; and
• complain to the Information Commissioner’s Office.

These rights may be subject to legal limitations. For example, we may need to retain certain Order, payment or delivery records for tax, accounting, fraud-prevention, legal or dispute-resolution purposes.

You can update certain account information in the app and manage location and notification permissions through your device settings.

To exercise your privacy rights, contact contact@zippyroute.co.uk. We may need to verify your identity before completing a request.

You also have the right to complain to the Information Commissioner’s Office:

Website: https://ico.org.uk/make-a-complaint/

We encourage you to contact us first so that we have an opportunity to address your concern.

10. Account deletion

You can request deletion of your ZippyRoute account from within the signed-in application or by following the instructions on our Account Deletion page.

Account-deletion requests are verified and reviewed manually. Following verification, we will delete or anonymise personal information associated with the account unless we are required or permitted to retain specific information for legal, tax, accounting, payment, fraud-prevention, security, insurance, enforcement or dispute-resolution purposes.

Deleting the application from your device does not automatically delete your ZippyRoute account.

11. Children

ZippyRoute is a delivery and payment-enabled service intended for adults aged 18 or over. The Service is not directed to children, and children must not create a ZippyRoute account.

If we become aware that a child has provided personal information through an account without appropriate legal authority, we will take reasonable steps to delete it.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to the Service, our providers or applicable legal requirements.

We will publish the updated version on this page and change the “Last updated” date. Where appropriate, we may also notify registered users through the application, website or email.

13. Contact

For privacy questions, requests or complaints, contact: