1. Introduction
At Hagale, we are committed to protecting your privacy and being transparent about how we handle your information. You entrust us with your personal data when you use our platform, and we take this responsibility seriously.
This Privacy Policy describes how Hagale (referred to as "Hagale", "we", "us", or "our") collects, uses, shares, and otherwise processes your personal information when you use our mobile application (the "Hagale App"), our website at https://hagale.com.co and any related services (collectively, the "Platform"). This policy applies to all users of our Platform, including buyers, sellers, and vendors.
By creating an account, accessing, or using the Hagale Platform, you acknowledge that you have read and understood this Privacy Policy.
2. The Information We Collect
To provide and improve our services—from helping you book services and order items to ensuring successful delivery—we collect and receive information about you in several ways.
2.1 Information You Provide to Us Directly
- Account Information: When you register for a Hagale account (as a customer, vendor, or delivery partner), we collect information such as your full name, phone number, email address, and a password you create.
- Profile Information: You may choose to provide additional details to personalize your profile, such as a profile picture.
- Transaction Information: To process your orders or service bookings, we collect details related to the transaction. This includes items purchased, service details, delivery addresses, billing information, and payment method details.
- Identity Verification: To maintain trust and security on our Platform, we may collect government-issued identification documents or other verification information, especially for vendors and delivery partners. This may involve biometric information (like a selfie) for identity matching, where permitted by law.
- Communications: When you contact our customer support, chat with a vendor, or communicate with a delivery partner through our Platform, we collect the content of those communications, including chat logs, call recordings, and email correspondence.
2.2 Information Collected Automatically
- Location Data: Hagale collects precise and approximate location data from your device to provide delivery and order-related services. Types of location data collected include:
- Precise GPS location
- Approximate network-based location
- Background location data (when enabled by the user)
We collect location data for the following purposes:
- Displaying your current location on the map
- Allowing users to select pickup and delivery addresses
- Assigning nearby delivery drivers and vendors
- Providing real-time order and delivery tracking
- Improving delivery accuracy, routing, and operational efficiency
- Preventing fraud and verifying delivery activity
Location data may be collected:
- While the app is open and actively in use
- While the app is running in the background, if background location permission has been granted
We may share location data with:
- Assigned delivery drivers
- Vendors involved in fulfilling the order
- Service providers supporting maps, analytics, and delivery operations
Location access is optional and can be enabled or disabled at any time through your device settings. However, disabling location permissions may prevent certain features of the app from functioning properly, including live delivery tracking and nearby order assignment.
2.3 Information from Third Parties
- Service Providers: We may receive information from our payment processors to confirm payment status, from logistics partners to update delivery tracking, and from analytics providers about your interaction with our Platform.
- Social Media: If you choose to log in or sign up using a social media account (like Google or Facebook), we will receive basic profile information from that service as permitted by your privacy settings.
2.4 User Consent and Permissions
We request access to certain device permissions (such as location) only when necessary to provide our services.
- Runtime Permission Request: Before accessing sensitive data such as location, we present a clear in-app disclosure explaining why the data is required.
- User Control: You have full control over granting or denying permissions. You can change your permission settings at any time through your device settings.
- Effect of Denial: If you choose not to grant certain permissions (such as location), some features of the app, including delivery tracking and nearby order assignment, may not function properly.
- Consent: By granting permissions, you consent to the collection and use of your data as described in this Privacy Policy.
2.5 Sensitive Data Disclosure (Location Data)
Hagale collects and processes personal and sensitive user data, including precise and approximate location data, in order to provide core functionality of the application.
Types of Location Data Collected:
- Precise location (GPS data) collected in real-time
- Approximate location based on network and device signals
- Background location data, when permission is granted by the user
Purpose of Collection:
- Enabling real-time delivery tracking
- Matching users with nearby drivers and vendors
- Improving route optimization and delivery efficiency
- Ensuring safety, fraud prevention, and service reliability
Data Sharing:
- Delivery partners assigned to your order
- Vendors involved in fulfilling your request
- Third-party service providers (such as maps, analytics, and infrastructure providers like Google Maps or Firebase), strictly for operational purposes
User Control:
- Users can enable or disable location access at any time via device settings
- Background location is only accessed with explicit user permission
No Sale of Data:
Hagale does not sell location data or any personal data to third parties.
3. How We Use Your Information
- To Provide and Maintain Our Services: This includes processing your orders, managing your account, facilitating bookings, matching you with vendors, and enabling delivery tracking.
- To Process Payments: We use your information to process payments for orders and services, prevent fraudulent transactions, and enable secure checkouts.
- To Communicate With You: We use your information to send you service-related notifications (e.g., order confirmations, delivery updates), respond to your customer service requests, and provide important updates about our terms and policies.
- To Improve and Personalize Your Experience: We analyze usage patterns to improve our Platform's functionality, develop new features, and personalize your experience by recommending vendors, products, or services that might interest you.
- To Ensure Security and Prevent Fraud: We use your information to verify accounts, monitor for suspicious activity, detect and prevent fraud, and protect the security of our users and our Platform.
- To Facilitate Delivery Services: We share location and contact information with delivery partners to ensure your orders are picked up and delivered efficiently and accurately.
- To Comply with Legal Obligations: We may use your information to comply with applicable laws, regulations, or legal processes, such as Know Your Customer (KYC) and anti-money laundering requirements, including those established under Colombian Law 1581 of 2012.
4. Sharing and Disclosure of Information
We do not sell your personal information. We share your information only in the ways described below to make the Hagale platform work:
- With Vendors and Sellers: When you place an order or book a service through a vendor on our Platform, we share necessary information with that vendor to fulfill your order, such as your name, delivery address, and contact number.
- With Delivery Partners: To facilitate the delivery of your orders, we share your name, delivery address, and contact number with the assigned delivery partner. We also share the delivery partner's location and contact information with you for tracking purposes.
- With Service Providers and Business Partners: We engage third-party companies to perform functions on our behalf, such as payment processing, data analysis, email delivery, hosting services, customer service, and marketing assistance. These providers have access to your information only to perform these tasks on our behalf and are contractually bound to protect it.
- For Legal Reasons and Business Transfers: We will share information if we believe it is reasonably necessary to comply with a law, regulation, or legal request; to protect the safety of any person; to address fraud, security, or technical issues; or to enforce our Terms and Conditions. In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction.
5. Your Rights and Choices (Derechos ARCO)
We believe you should have control over your information. In accordance with Colombian Law 1581 of 2012, you have the following rights, known as Derechos ARCO, regarding your personal data:
- Access: You have the right to inquire and obtain information about whether your personal data is being processed, and how it is being used.
- Rectification: You have the right to request the correction or updating of inaccurate, incomplete, or fragmented data.
- Cancellation/Deletion: You have the right to request the deletion of your personal data when it is not being processed in accordance with the law, contractual obligations, or this Privacy Policy.
- Objection: You have the right to object to the processing of your personal data for specific purposes, such as direct marketing.
How to Exercise Your Rights:
- Access and Update: You can access and update much of your account information directly through the Hagale app or website.
- Location Data: You can enable or disable location services for the Hagale app at any time through your device's settings. However, please note that disabling location may affect the functionality of features like delivery tracking or finding nearby vendors.
- Push Notifications: You can opt out of receiving promotional push notifications through your device settings. You may still receive transactional notifications (like order updates).
- Formal Requests for ARCO Rights: To formally request access, rectification, cancellation/deletion, or to object to the processing of your data, please contact our Data Protection Officer (DPO) using the contact information in Section 11. We will respond to your request within the legal timeframe established by Colombian law.
- Withdrawing Consent: Where we process your information based on your consent, you have the right to withdraw that consent at any time, which will not affect the lawfulness of processing before your withdrawal.
6. Data Retention and Security
Retention: We retain your personal information for as long as your account is active or as needed to provide you with our services. We will also retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements. The retention period may vary based on the type of data and the purpose for which it was collected.
Security: We implement a variety of security measures designed to maintain the safety of your personal information. This includes using encryption (such as SSL/TLS) to protect data transmitted online, maintaining physical, electronic, and procedural safeguards, and restricting access to personal information to employees, contractors, and agents who need it to operate, develop, or improve our services. However, no method of transmission over the Internet or method of electronic storage is 100% secure, and we cannot guarantee its absolute security.
7. How We Use Cookies and Similar Technologies
When you access our Platform, we and our service providers use cookies, pixels, and similar tracking technologies for a variety of purposes:
- Operational Necessity: To enable essential functions, such as keeping you logged in, remembering items in your cart, and securing the Platform.
- Performance and Analytics: To understand how you use our Platform, count visits, and see how users navigate, so we can improve performance and features.
- Personalization: To remember your preferences (like language and currency) and provide a more personalized experience.
You can control cookies through your browser settings. However, if you block certain cookies, you may not be able to access or use all features of the Hagale Platform.
8. International Data Transfers and Governing Law
Hagale is based in Colombia, and your data is primarily processed and stored on servers located in Colombia. By using our Platform, you understand that your information may be transferred to our facilities and servers, or to the third parties we engage with as described in this policy, which may be located in jurisdictions outside of Colombia.
When we transfer personal data to other countries, we will take steps to ensure that your information is treated securely and in accordance with this Privacy Policy and Colombian data protection regulations (Law 1581 of 2012), using standard contractual clauses or other approved transfer mechanisms where required.
This Privacy Policy shall be governed by and construed in accordance with the laws of the Republic of Colombia.
9. Children's Privacy
Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you are a parent or guardian and become aware that your child has provided us with personal information, please contact us. If we become aware that we have collected personal information from a child without verification of parental consent, we will take steps to remove that information from our servers.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time in response to changing legal, technical, or business developments. When we update our policy, we will take appropriate measures to inform you, consistent with the significance of the changes we make. We will obtain your consent to any material Privacy Policy changes if and where this is required by applicable data protection laws.
You can see when this Privacy Policy was last updated by checking the "Last Updated" date at the top of this page. Your continued use of the Hagale Platform after any changes indicates your acceptance of the updated policy.
12. Google Play Data Safety Compliance
This Privacy Policy is intended to comply with the Google Play User Data policy and reflects the data practices disclosed in the Hagale app’s Data Safety section on Google Play.
Consistency with Play Console Disclosure:
- The types of data collected (including location data) are accurately disclosed in both this Privacy Policy and the Google Play Data Safety section
- The purposes of data collection include app functionality, fraud prevention, analytics, and service improvement
Third-Party Services:
Hagale may use trusted third-party services to support app functionality, including but not limited to:
- Google Maps (for map and location services)
- Firebase (for analytics, authentication, and infrastructure)
- Payment processors (for secure transaction handling)
No Advertising Use:
Hagale does not use personal data or location data for advertising purposes, behavioral profiling, or selling to third parties.
Data Minimization:
We only collect data that is strictly necessary to provide and improve the core functionality of the application.
11. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, or if you wish to exercise your ARCO rights, please contact our Data Protection Officer (DPO) / Privacy Team at:
Address: Maico Colombia, Cota, Cundinamarca, Colombia
Data Protection Officer (DPO) — all ARCO requests: please use the email above.
Hagale · protecting your privacy in Colombia and beyond.
