Privacy Policy

1. Introduction

Welcome to Returnly ("we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our return pickup service and mobile application.

2. Information We Collect

2.1 Personal Information

We collect the following types of personal information:

• Name, address, phone number, and email address
• Payment information (credit card details, billing address)
• Location data for pickup and delivery coordination
• Account credentials and profile information
• Communication preferences and history

2.2 Package and Return Information

We collect information related to your returns:

• Package details (size, weight, contents, value)
• Return labels, QR codes, and tracking numbers
• Retailer and destination information
• Photos of packages and proof of pickup
• Special handling instructions

2.3 Technical Information

We automatically collect certain technical information:

• Device information (IP address, browser type, operating system)
• Usage data and app analytics
• Location data (with your consent) for service delivery
• Communication records and customer service interactions

3. How We Use Your Information

We use your information for the following purposes:

• Service Delivery: Coordinating pickups, managing returns, and providing customer support
• Payment Processing: Processing payments and managing billing
• Communication: Sending pickup notifications, status updates, and service communications
• Location Services: Providing accurate pickup and delivery services
• Security: Detecting and preventing fraud, ensuring platform security
• Service Improvement: Analyzing usage patterns to improve our services
• Legal Compliance: Meeting regulatory requirements and maintaining proper records

4. Information Sharing and Disclosure

4.1 Courier Partners

We share necessary information with our courier partners:

• Pickup and delivery addresses
• Package details and special instructions
• Contact information for coordination
• Return labels and tracking information

4.2 Retailer Partners

We may share information with retailers when processing returns:

• Return confirmation and tracking updates
• Package condition and proof of pickup
• Customer information as required for return processing

4.3 Service Providers

We work with trusted third-party service providers who assist us in:

• Payment processing and financial services
• Technology infrastructure and cloud services
• Customer support and communication services
• Data analytics and business intelligence

4.4 Legal Requirements

We may disclose your information when required by law, including:

• Compliance with legal process (subpoenas, court orders)
• Law enforcement investigations
• Protection of our rights and safety of users
• Regulatory reporting requirements

5. Data Security

We implement industry-standard security measures to protect your information:

• Encryption: All data is encrypted in transit and at rest using advanced encryption standards
• Access Controls: Multi-factor authentication and role-based access controls
• Network Security: Firewalls, intrusion detection, and regular security monitoring
• Regular Audits: Third-party security assessments and compliance audits
• Staff Training: Regular security awareness training for all employees
• Incident Response: Comprehensive data breach response procedures

6. Your Privacy Rights

You have the following rights regarding your personal information:

• Access: Request a copy of your personal information we hold
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal requirements)
• Portability: Request transfer of your information to another service provider
• Restriction: Request limitation on how we use your information
• Objection: Object to certain uses of your information
• Withdrawal: Withdraw consent for optional data processing

7. Location Data

We use location data to provide our core services:

• Coordinating pickup times and locations
• Optimizing courier routes and scheduling
• Providing real-time tracking updates
• Verifying service availability in your area

You can control location permissions through your device settings. However, disabling location services may limit the functionality of our app.

8. Cookies and Tracking

We use cookies and similar technologies to:

• Remember your preferences and login information
• Analyze website usage and improve user experience
• Provide personalized content and recommendations
• Ensure security and prevent fraud

You can control cookie settings through your browser preferences. However, disabling certain cookies may affect the functionality of our services.

9. International Data Transfers

Our services operate across multiple countries. Your information may be transferred to, stored, and processed in:

• Countries where we have operations or service providers
• Locations where our cloud infrastructure is hosted
• Jurisdictions required for courier and logistics coordination

We ensure appropriate safeguards are in place for international transfers, including standard contractual clauses and adequacy decisions.

10. Children's Privacy

Our services are not intended for children under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware that we have collected personal information from a child under 13, we will take steps to delete such information immediately.

For users between 13 and 18 years of age, parental or guardian consent may be required for certain services.

11. Data Retention

We retain your information for as long as necessary to:

• Provide our services to you
• Comply with legal and regulatory requirements
• Resolve disputes and enforce our agreements
• Maintain business records for operational purposes

Return and logistics information is typically retained for 7 years for business and legal compliance purposes.

12. Third-Party Links

Our services may contain links to third-party websites or services, including retailer websites and courier tracking systems. We are not responsible for the privacy practices of these third parties. We encourage you to read the privacy policies of any third-party services you access through our platform.

13. Regional Privacy Rights

13.1 European Union (GDPR)

If you are in the EU, you have additional rights under the General Data Protection Regulation, including the right to lodge a complaint with a supervisory authority.

13.2 California (CCPA)

California residents have additional rights under the California Consumer Privacy Act, including the right to know what personal information is collected and the right to opt-out of the sale of personal information.

13.3 United Kingdom

UK residents have rights under the UK Data Protection Act, similar to GDPR rights, including the right to lodge a complaint with the Information Commissioner's Office.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by:

• Posting the updated policy on our website and app
• Sending email notifications to registered users
• Providing in-app notifications

Your continued use of our services after any changes indicates your acceptance of the updated Privacy Policy.

15. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us:

For EU/UK data protection inquiries, you may also contact your local data protection authority.

16. Effective Date and Acknowledgment

This Privacy Policy is effective as of July 18, 2025. By using Returnly services, you acknowledge that you have read, understood, and agree to this Privacy Policy.