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Privacy policy

Privacy Policy

Last updated: 9 December 2025

Welcome to Nebo Go. Nebo Go ("we", "us", or "our") operates an online shopping platform where customers can order groceries, food, and related items for delivery.

This Privacy Policy explains what information we collect when you use our website and mobile applications (together, the "Platform"), how we use it, who we share it with, and what choices you have. By using Nebo Go, you agree to the practices described here.

1. Information We Collect

1.1 Information You Give Us

  • Account details — name, phone number, email address, password, and profile photo.
  • Delivery information — delivery addresses, landmarks, floor or apartment numbers, and delivery instructions.
  • Order details — items purchased, quantities, order notes, dietary or substitution preferences, and order history.
  • Payment information — the payment method you choose and transaction records. Card and mobile wallet details are handled directly by our payment partners; we do not store full card numbers on our servers.
  • Communications — messages you send to our support team, delivery riders, or vendors through the Platform, along with reviews, ratings, and feedback.
  • Promotional participation — details you provide when you use referral codes, vouchers, or take part in campaigns.

1.2 Information We Collect Automatically

  • Device and technical data — device model, operating system, unique device identifiers, browser type, IP address, and app version.
  • Usage data — pages and products viewed, searches performed, items added to cart, features used, and time spent on the Platform.
  • Location data — with your permission, we collect precise location from your device to show nearby stores, calculate delivery ranges and fees, autofill your address, and let you track your order in real time. You can turn location access off in your device settings, though some features may then be limited.
  • Cookies and similar technologies — see Section 6.

1.3 Information from Third Parties

We may receive information about you from social or account login providers (if you sign in that way), payment processors confirming a transaction, delivery partners, and marketing or analytics partners.

2. How We Use Your Information

We use your information to:

  • Create and manage your account and verify your identity.
  • Process, prepare, and deliver your orders, and keep you updated on their status.
  • Enable communication between you, vendors, and delivery riders.
  • Process payments, issue invoices, and handle refunds, cancellations, and returns.
  • Provide customer support and resolve disputes.
  • Personalise your experience — recommending products, remembering preferences, and showing relevant offers.
  • Send transactional messages (order confirmations, delivery updates, receipts) by push notification, SMS, email, or in-app alerts.
  • Send marketing and promotional messages, where permitted. You can opt out at any time.
  • Detect, investigate, and prevent fraud, abuse of promotions, and other unlawful or unsafe activity.
  • Analyse usage to improve our products, service quality, and delivery operations.
  • Comply with legal, tax, accounting, and regulatory obligations.

3. Legal Basis for Processing

Where applicable law requires it, we process your data on one or more of these bases: performance of our contract with you, your consent (for example, for location access or marketing), our legitimate interests in operating and improving the Platform, and compliance with legal obligations.

4. How We Share Your Information

We do not sell your personal information. We share it only as described below:

  • Vendors, stores, and restaurants — the details needed to prepare your order, including your name, order contents, and any special instructions.
  • Delivery riders and logistics partners — your name, contact number, delivery address, and order details so your items can be delivered.
  • Payment service providers — to authorise and settle payments and handle refunds.
  • Service providers — cloud hosting, SMS and email delivery, analytics, customer support tools, and fraud prevention services, all bound by confidentiality obligations.
  • Legal and regulatory authorities — where required by law, court order, or to protect the rights, safety, and property of Nebo Go, our users, or the public.
  • Business transfers — in connection with a merger, acquisition, financing, or sale of assets, subject to this Policy.

5. Data Retention

We keep your information for as long as your account is active and for as long as needed to provide our services. After that, we retain certain records — such as transaction and tax records — for the period required by applicable law, and then delete or anonymise the rest.

6. Cookies and Tracking Technologies

We use cookies and similar technologies to keep you signed in, remember your cart and preferences, measure performance, and understand how the Platform is used. You can manage or block cookies through your browser settings, but some parts of the Platform may not work properly if you do.

7. Data Security

We use technical and organisational safeguards to protect your data, including encryption in transit, access controls, and secure infrastructure. No system is completely secure, however, so we cannot guarantee absolute security. Please keep your password confidential and notify us immediately if you suspect unauthorised access to your account.

8. Your Rights and Choices

Depending on where you live, you may have the right to:

  • Access the personal information we hold about you.
  • Correct inaccurate or incomplete information.
  • Request deletion of your account and associated data.
  • Object to or restrict certain processing.
  • Withdraw consent for location access or marketing communications.
  • Request a copy of your data in a portable format.

You can update most account details directly in the app, or contact us using the details in Section 12. We will respond within the timeframe required by applicable law.

9. Children's Privacy

Nebo Go is not intended for children under 13 (or the minimum age required in your country). We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us and we will delete it.

10. Third-Party Links and Services

The Platform may contain links to third-party websites, payment pages, or services. This Policy does not apply to them, and we are not responsible for their privacy practices. Please review their policies before sharing information.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date above and, for significant changes, notify you through the app, by email, or by a notice on our website. Continued use of the Platform after the changes take effect means you accept the updated Policy.

12. Contact Us

If you have questions, concerns, or requests about this Privacy Policy or your personal data, contact us at:

Nebo Go Email: info@nebogo.com Phone: +49 163 913 9670