Privacy Policy

U-Send is a South African parcel collection and delivery service. The U-Send booking, tracking and operations technology is built and operated by Mobus Digital Solutions.

This policy explains what personal information we collect when you request a collection, track a parcel, or contact us for support, why we collect it, who we share it with, and what rights you have under the Protection of Personal Information Act, 2013 (POPIA).

It applies to the U-Send website, the U-Send WhatsApp service, and the internal U-Send operations dashboard.

We only collect what we need to collect and deliver a parcel and to keep you informed.

• Sender details: your name and your WhatsApp or mobile number.
• Receiver details: the recipient's name and their WhatsApp or mobile number, which you provide to us.
• Location details: the collection address you give us, the destination province and area, and — for LASS orders — the fixed collection point.
• Parcel details: size, quantity, a short description of the contents, and the declared value where you choose to give one.
• Order and delivery records: your tracking number, collection date, status history, assessed price, and delivery outcome.
• Payment information: the amount, method, date and reference of an EFT payment made to U-Send. We do not take card payments from customers for parcels and we never store card numbers.
• Support information: the messages, questions and complaints you send us, and the reference number we create for them.
• Technical information: standard server and application logs such as request times, error records and coarse network information, used to keep the service working and secure.

You provide the receiver's details to us. Please only share someone else's contact details if you are entitled to do so, and let them know that U-Send will message them about the parcel.

• To perform the service you asked for: arranging collection, transporting the parcel, and delivering it. This is necessary to carry out our agreement with you.
• To keep you and the receiver informed: WhatsApp status messages, tracking updates and delivery notifications.
• To answer support requests and resolve problems, delays, losses or damage.
• To run the business: pricing and assessment after collection, invoicing, reconciling EFT payments, and internal reporting.
• To keep the service safe and reliable: fraud prevention, abuse prevention, security monitoring and troubleshooting. This is our legitimate interest.
• To meet legal obligations, including tax, accounting and lawful requests from authorities.

We do not sell your personal information, and we do not use it for advertising unrelated to U-Send.

We share personal information only with the service providers who help us run U-Send, and only to the extent they need it. They act as our operators under POPIA and are required to keep the information confidential and secure.

• Hosting and database: our application hosting and managed database providers, which store booking, tracking and support records.
• WhatsApp messaging: Meta Platforms (WhatsApp Business Platform) delivers the WhatsApp messages we send you and the receiver.
• Conversational assistant: Botpress powers the U-Send WhatsApp assistant. Only the limited information needed for the conversation and a privacy-reduced tracking record — tracking number, status, dates and broad destination area — are shared with it. Names, phone numbers, street addresses, prices and payment details are not written to the tracking mirror.
• Address lookup: Google Maps is used for address search and autocomplete when you type a collection address on the website.
• Payments: Paystack processes card payments only for U-Send's own internal messaging-credit top-ups made by our staff. Customer parcel payments are made by EFT directly to U-Send and are not processed through Paystack.
• Transport partners: where a parcel is moved on a partner vehicle or route, the operational details needed to complete that leg.
• Professional advisers and authorities, where we are legally required or entitled to disclose information.

Some of the service providers above host or process information on servers outside South Africa. Where that happens, we rely on providers who are subject to laws or binding agreements that give personal information a level of protection substantially similar to POPIA, and we contract with them on terms that require them to protect your information and to process it only on our instructions.

We keep parcel, tracking and support records for as long as needed to run the service and to deal with queries, claims and disputes, and after that for as long as we are required to keep business, tax and accounting records under South African law. Records we no longer need are deleted or reduced so that they can no longer identify you.

Access to customer records in the U-Send operations dashboard is restricted to authorised U-Send staff accounts, and every account must sign in. Data is transmitted over encrypted connections, database access is controlled by row-level security rules, and credentials for third-party services are held as protected secrets rather than in our code.

Public tracking is deliberately limited: anyone with a tracking number can see the status, the broad collection and destination areas, and the timeline — never the street address, phone numbers, identity numbers, prices or payment references. Internal staff notes are not shown publicly.

No system can be guaranteed completely secure. If a security compromise affects your personal information, we will notify you and the Information Regulator as POPIA requires.

• Ask what personal information we hold about you and request a copy.
• Ask us to correct or complete information that is wrong or out of date.
• Ask us to delete information we no longer have a lawful reason to keep.
• Object to processing based on our legitimate interests, in your particular situation.
• Withdraw consent where we relied on your consent, without affecting what we did before you withdrew it.
• Complain to us, and to the Information Regulator of South Africa.

Bear in mind that if you ask us to delete details we need to complete a collection or delivery, we may not be able to finish that job.

The quickest way to reach us about your personal information is to message U-Send on WhatsApp on +27810767259, or to log a support request on the U-Send help page. Please tell us that your message is a privacy request so we can route it correctly.

If you are not satisfied with how we handled your request, you may lodge a complaint with the Information Regulator of South Africa, which oversees POPIA compliance.

We may update this policy as the service changes or as the law requires. The current version always appears on this page, with the date it was last updated shown at the top. Where a change materially affects you, we will tell you through the channels you normally use with us.