Privacy Policy

Last updated: March 2026

Tawana Commerce Ltd (“Tawana”, “we”, “us”, or “our”) is committed to protecting and respecting your privacy.

This Privacy Policy explains how we collect, use, disclose, transfer, and safeguard personal data when you use our websites, mobile applications, and related services available at https://tawana.shop (collectively, the “Platform” or “Service”), or when you interact with merchants using Tawana.

By using the Platform, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with this Privacy Policy, please do not use the Platform.

1. Who This Policy Applies To

Tawana is a commerce platform that enables merchants to sell products and services online. Users include:

  • Merchants: businesses or individuals who create online shops and sell products or services through Tawana
  • Customers: individuals who browse shops and place orders with merchants using Tawana

Merchants and customers are collectively referred to as “users” or “you”.

2. Who We Are and Our Role

2.1 Data Controller

Unless stated otherwise, Tawana Commerce Ltd is the data controller for personal data processed in connection with your use of the Platform, meaning we decide why and how your personal data is processed.

2.2 When Tawana Acts as a Processor

When you place an order with a merchant using Tawana, that merchant may act as the data controller for the customer data associated with that order.

In those cases, Tawana may act as a data processor, processing customer data on behalf of the merchant to enable order processing, notifications, and shop operations.

3. Contact and Data Protection Requests

Questions, comments, and requests regarding this Privacy Policy are welcomed.

Privacy contact (Data Protection): support@tawana.shop
Please use the subject line: “Privacy Request”.

4. Scope

This Privacy Policy applies when you use:

  • the Tawana website (tawana.shop)
  • merchant shops powered by Tawana
  • Tawana merchant applications
  • Tawana support channels (email, WhatsApp integrations, and platform messaging)

This Privacy Policy does not apply to how merchants independently use or process customer data outside the Tawana platform.

5. What Information We Collect

We collect three categories of information:

  1. Information you provide
  2. Information we collect automatically
  3. Information we obtain from other sources

We do not intentionally collect special category data, such as racial or ethnic origin, political opinions, religious beliefs, health data, or biometric identifiers, unless required by law or necessary for fraud prevention.

5.1 Information You Provide

A) Account Information

When you create an account or interact with the Platform, we may collect:

  • Name
  • Email address
  • Phone number
  • Country or location
  • Profile photo (optional)
  • Account settings and preferences

B) Merchant Shop Information

If you create a shop on Tawana, we may collect:

  • Shop name
  • Business information
  • Contact details
  • Shop logo and branding assets
  • Shop location and operating hours
  • Product listings and inventory information

C) Order and Transaction Information

When customers place orders through Tawana-powered shops, we may collect:

  • Customer name
  • Phone number or email
  • Delivery or pickup details
  • Ordered products and quantities
  • Order status events (requested, confirmed, ready, completed, cancelled)
  • Order notes or instructions

D) Payment Information

Tawana may process payment-related information such as:

  • Payment confirmations
  • Transaction references
  • Refund records

Important: Tawana does not store full payment card details. Payments are processed by external payment providers.

E) Communications

We may collect information when users communicate through the platform, including:

  • Customer-merchant messages
  • Emails sent to support
  • WhatsApp communication where enabled
  • Attachments or screenshots sent to support

5.2 Information We Collect Automatically

When you use the Platform, we may automatically collect:

Device and Technical Information

  • Device model and operating system
  • App version
  • Browser type
  • IP address
  • Time zone and language

Usage Information

  • Pages viewed
  • Features used
  • Shop browsing activity
  • Order events

Cookies (Website)

The Tawana website may use cookies to keep users logged in, remember preferences, and measure platform usage and performance. Users can manage cookies through their browser settings.

6. Why We Collect Your Data

We collect and process personal data to:

Provide the Platform

  • Create and manage accounts
  • Allow merchants to operate online shops
  • Enable customers to place orders
  • Process transactions and order notifications

Improve the Platform

  • Analyse usage patterns
  • Improve product features
  • Maintain service reliability

Security and Fraud Prevention

  • Detect suspicious activity
  • Prevent fraudulent orders
  • Protect merchants and customers

Communications

  • Send order confirmations and updates
  • Provide customer support
  • Send platform notices and updates

7. How Users Can Request Data Deletion

Users may request deletion of their personal data by contacting:

support@tawana.shop

Please use the subject line: Privacy Request.

Depending on the request, we may:

  • delete the account and associated data
  • anonymise historical order data
  • retain certain information where required for legal, tax, fraud prevention, or financial compliance reasons

8. Information Security

We implement appropriate technical and organisational safeguards to protect personal data against unauthorised access, disclosure, alteration, or destruction.

However, no system can guarantee absolute security.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be published on the Platform and the Last updated date will be revised.

10. Contact Us

For privacy or data protection requests:

Email: support@tawana.shop