Privacy Policy

1. Introduction

Snnel ("we", "us", "our") is committed to protecting the privacy of our users. This Privacy Policy describes how we collect, use, disclose, and safeguard personal data in connection with the Snnel platform, including the web application, mobile applications, marketplace, website, and WhatsApp assistant, in accordance with the Ghana Data Protection Act, 2012 (Act 843) and applicable data protection principles. It covers business owners, staff, shoppers, delivery riders, partners, website visitors, and the customers of businesses that use Snnel.

2. Who Is Responsible for Your Data

Snnel: Snnel Technologies acts as the data controller for personal data we collect to run the Platform, such as accounts, verification, payments to us, and security. If you have questions about how your data is handled, you may contact our data protection team at customer@snnel.com.

Businesses using Snnel: a business decides what it records about its own customers, staff, suppliers, and the people who answer its forms, and it is responsible for those records. We hold and process them on its behalf. If a business has your details, or has sent you a message through Snnel, please contact that business first. We will help where we can.

Marketplace orders: the store you buy from and Snnel each handle your details for their own part of the order: the store to fulfil it, and Snnel to run the marketplace and any payment made through our accounts.

3. Information We Collect

Account data: your phone number, name, role, and account status, and optionally your email address and photo. If you set a password, we store only a scrambled (hashed) version of it. If you sign up in Ghana without giving a name, we may fill it in with the name registered to your mobile money number, using a check through Hubtel. You can change it until your profile is complete.

Verification data: when a business applies for verification, we collect its registration certificate. In Ghana, we also collect the Ghana Card number, names, gender, and date of birth, which are checked against the national identity records through Hubtel, and we keep the result and the reply to that check. We do not ask for a card photo in Ghana. In other countries, we collect a photo or PDF of an identity document instead. A Ghana Card number you gave on your profile in the past may also still be held.

Business data: information about your business including name, logo, type, address, GPS location, phone, email, TIN, business registration number, description, bank or mobile money payout details, and the connection keys of any payment gateway or online shop you connect.

Transactional data: sales records, purchase records, expense records, inventory data, invoices, quotations, orders, assets, and payment references processed through the Platform, and any documents you keep in the document vault.

Customer data that businesses enter: names, phone numbers, email addresses, addresses, locations, birth dates, loyalty points, store credit, and purchase history of a business's customers. A business may also add these from an uploaded spreadsheet or from orders in its connected online shop. The business is responsible for having the lawful basis to submit this data.

Staff data that businesses enter: names, phone numbers, roles, branches, salary, commission, leave, notes, and payslip details including tax and social security amounts. This includes staff who never sign in to Snnel.

Shopper data: your account details, delivery addresses, recipient details, any map location you choose, orders, reviews, and notifications. Your cart and wishlist are mainly kept on your device.

Rider data: if you register as a rider, your name, phone numbers, identity number, uploaded identity document, home address and map location, delivery areas, online status, and delivery times. We do not track your live location.

Partner data: if you join our partner programme, your name, phone number, email, mobile money details, referrals, and commission.

Form answers: if you answer a form made on Snnel, your answers, including any files, drawn signature, or location you give, plus a device identifier, a scrambled (hashed) version of your IP address, and your browser details. If you are signed in, your account is linked to your answers.

Loan application data: if you apply through the loans feature, your sector, staff numbers, purpose, amount, tenure, and repayment choice, along with a snapshot of your TIN, registration details, GPS location, name, phone number, and six months of business figures.

Message data: the text, recipient, and delivery status of SMS, email, and WhatsApp messages sent through the Platform, including those a business sends to its customers, and customer messages received in a business's WhatsApp inbox. We also keep support conversations and chats with the Snnel assistant on WhatsApp, including messages from numbers that have no account. Voice notes are turned into text, and the text is kept.

Connected account data: if you connect Instagram, Facebook, or TikTok, your account ID, username, display name, picture link, access tokens, and the permissions you granted. Comments and messages are read when you view them. If you connect WooCommerce or Shopify, the products, orders, and customer names and phone numbers on those orders.

Payment data: we do not store full payment card details. You enter payment details on the page or prompt of the payment provider. We store transaction references, amounts, and status. For bills and airtime, we keep the service, the phone, meter, or account number, the account name, and the amount.

Device and usage data: IP addresses, browser and device type, the page you are on, push notification tokens, sign-in times, and activity logs for security, support, and service improvement. For website and marketplace visit counts, we use a visitor identifier, device type, traffic source, and country. We do not store your IP address in those counts.

Mobile app permissions: our mobile apps request these only when you use the related feature. You can turn them off in your device settings.

(a) Camera: taking product, profile, document, or AI-assist images, and scanning barcodes. Barcode images are read on your device.
(b) Microphone: recording voice notes for AI features. It is not used to record in the background.
(c) Location: setting a business, delivery, or address location when you press the button. We do not request background location.
(d) Photos and files: uploading images and documents you choose.
(e) Bluetooth: finding and connecting to your receipt printer. Printer settings stay on your device.
(f) Notifications: sending you alerts.

4. How We Use Your Information

We use your personal data to: (a) create and manage your account; (b) provide, operate, and improve the Platform; (c) process payments, payouts, refunds, and commission, and reconcile transactions; (d) send sign-in codes, security alerts, and service notifications; (e) deliver messages that businesses send through the Platform; (f) verify businesses and the names on payout accounts; (g) run the features described in section 6; (h) provide support; (i) detect and prevent fraud and abuse; (j) enforce our Terms of Service; (k) comply with legal and regulatory obligations; (l) generate anonymized, aggregated analytics about Platform usage; and (m) send reminders, tips, updates, new features, and offers about Snnel.

We may also send information about Snnel to business contacts who do not yet have an account. Each of those emails has an unsubscribe link.

5. Legal Basis for Processing

We process your personal data on the following legal bases: Contractual necessity: processing required to provide the Service under our Terms; Legitimate interests: security monitoring, fraud prevention, service improvement, and telling businesses about Snnel; Legal obligation: compliance with applicable laws including tax and financial regulations; and Consent: for optional features and device permissions, and where the law requires consent for marketing.

6. AI Features

Some features send content to our AI providers, OpenAI and Anthropic. OpenAI is our usual provider and Anthropic is our backup, except for voice, which only goes to OpenAI. What is sent depends on the feature:

Reading documents and voice: photos, PDF, Word, Excel, and CSV contents, voice notes, and typed text you submit, for example receipts, invoices, or bank statements. The text read and the result may be saved with your records.

Reports and questions: your business figures, totals, customer names (not phone numbers), and your question. The result is saved.

Weekly plan: your business figures, product names, and your top customers' names and spending, sent automatically on plans that include it.

Snnel on WhatsApp: your messages, captions, photos, voice transcripts, recent chat, product names, and categories. Button presses are not sent.

Support: your name, business name, and the conversation, for automatic first replies until a person takes over.

Writing tools: product details for descriptions, topics for social captions, and a customer's comment when you ask for a suggested reply. Attachments you submit for the opportunities feature are also read this way.

Website chat: your question and the last few messages, if our ready answers do not cover it. We do not save this chat, so please do not type personal details into it.

Our logs of AI use record things like the feature used and the provider, not the content, and are removed after 90 days. Separately, product photos you send for a white background go to PhotoRoom, or to remove.bg as a backup. Only the photo is sent. These providers handle content under their own terms and policies. Do not submit content you have no right to share.

7. Email Tracking, Blocking, and Unsubscribing

Tracking: where we have switched it on, we record whether each email was delivered, opened, or clicked, including the time, the number of opens and clicks, and the last link clicked. We do not record the IP address or device of the person opening it. This can apply to all emails we send, including sign-in codes and receipts. A business can see this for the campaigns it sends.

Blocking: an address that hard-bounces or marks a message as spam, or that bounces repeatedly, is blocked from emails sent through Snnel, including those from other businesses.

Unsubscribing: marketing emails have an unsubscribe link. We store your email address, the sender you unsubscribed from, and the time, so that we can leave you out. Service emails such as sign-in codes and receipts will still be sent. To stop SMS or WhatsApp messages from a business, contact that business. A business can mark you as not wanting texts, and its SMS campaigns then leave you out.

8. Sharing of Personal Data

We do not sell your personal data. We share it only as follows:

Payment providers: Hubtel, Paystack, Flutterwave, M-Pesa, pawaPay, CinetPay, DPO Pay, Paymob, Chapa, Chargily, Konnect, and YouCan Pay, depending on your country and on which gateway a business has connected. Hubtel also runs Ghana Card checks, mobile money and bank name checks, bills, airtime, and payouts.

Messaging providers: mNotify and Arkesel for SMS, Amazon Web Services for email, and Meta for WhatsApp. Google Firebase and Apple deliver push notifications.

AI and photo providers: as described in section 6.

Storage and hosting: our hosting provider and Cloudflare for file storage.

Maps and location: addresses you type and locations you choose go to OpenStreetMap's Nominatim, and map views may load from OpenStreetMap, MapTiler, or Google Maps. Your IP address may go to ipapi.co to work out your country.

Services you connect: Instagram, Facebook, TikTok, WooCommerce, and Shopify, on your instructions.

Website delivery: our pages load fonts, icons, flags, images, and code from Google Fonts, jsDelivr, cdnjs, unpkg, flagcdn, and Unsplash, and the marketplace may fetch exchange rates from open.er-api.com. These services receive your IP address when your browser loads from them. The Paystack and Facebook scripts load only when you use a Paystack payment or connect WhatsApp.

Between people on the Platform: a business's owner, and the staff it allows, can see that business's records. Tax and registration papers and identity documents are for the owner, not for every staff member. A store sees the details on its orders, and may see details a shopper entered before checking out. A rider offered a delivery sees the customer's name, the area, and the order, and sees the phone, address, and location only after accepting it and until it is finished. A business sees identity and home address details only for riders it added itself. For other riders assigned to it, it sees their name, phone numbers, and delivery areas. A partner sees the owner's name and phone number, the business's name and status, its plan, the plan's expiry, and the last amount paid, for businesses that signed up through the partner's link. A partner does not see sales or customers.

Lenders: loan applications are seen by you and our team. The app does not send them to any lender.

Legal and regulatory authorities: when required by law, court order, or government regulation.

Service continuity partners: in the event of a merger, acquisition, or asset sale, with advance notice to users.

We share only what each provider needs for the purpose above, and expect each provider to protect it under our agreements with them and their own terms.

9. What Is Public

Stores and products: store names, logos, product details and photos, and delivery information are public. A seller's phone, email, and tax and registration details are not shown on store pages. Pictures used in emails and other public images are stored at web addresses that anyone with the link can open.

Reviews: the rating, comment, and date are public.

Recent purchase notices: the marketplace may show that someone in an area bought a product from a store. It does not show who.

Invoice links: anyone who has an invoice link can open it without signing in. It shows the customer's name and phone number, the items, notes, and the business's contact details, and its PDF may show the business's payment details.

QR codes: scanning the QR code on a document shows its business, type, number, date, items, total, and status, without the customer's details. A payslip's QR code shows the employee's name, the period, and the pay date, without amounts.

Order tracking: anyone who has an order's reference and the phone number on it can see how the order is going, its items, and the customer's first name. The full name, email, address, location, and receipt need signing in with that phone number, or the browser that placed the order.

10. Access by Our Staff

Authorized Snnel staff can access the following where their role allows it, for support, security, verification, compliance, and to run the Platform: business records, user accounts, verification details, the text of SMS, email, and WhatsApp messages sent through the Platform (sign-in codes are hidden in these logs), chats with the Snnel assistant, support conversations, and details of who is online, including IP address and device.

11. Data Retention

While you use Snnel: we keep your account and business records for as long as your account is active. They are not deleted when a plan ends.

Short-lived data: sign-in codes expire after 5 minutes and are deleted within a day or so, online status is cleared after 1 day, emailed report links and their files expire after 7 days, AI usage logs are removed after 90 days, the recipient lists of finished SMS and email campaigns are cleared after 90 days, and marketplace live-viewer data is cleared within minutes.

Messages: the text of SMS, email, and WhatsApp messages in our logs is cleared after 12 months, including a business's own record of what it sent. The record that a message was sent, and its cost, stays. Chats with the Snnel assistant on WhatsApp are deleted after 12 months.

Logs: activity logs are deleted after 24 months, visit counts after 25 months, and settled account deletion requests after 24 months.

No fixed period: support conversations have no fixed deletion date at present. We keep them for as long as we need them for support, disputes, and legal reasons.

Account deletion: you can request deletion from the account deletion page in the app, or by contacting us. Our team reviews each request, and your account stays active until they act on it. When they delete it, your account, your photo, your saved addresses, notifications, device tokens, your chats with the Snnel assistant, and your rider identity and home details and partner payout details are removed. The files of a business you own are removed if the business is deleted with it. We may keep records that the law requires or that are needed for security, fraud prevention, disputes, or money owed, and records that also belong to a business or another person, such as sales and orders. Financial and transaction records may be kept for as long as tax and accounting rules require, which can be 7 years or more.

Businesses: each business decides how long it keeps records about its customers and staff. Customer records that a business removes may be kept in hidden form, and form answers stay until the business deletes them.

Connected accounts: disconnecting a social account removes the stored connection, but already-published posts stay. Disconnecting an online shop stops the sync, while orders and customer details already brought in stay in Snnel.

12. Data Security

We implement appropriate technical and organizational measures to protect your personal data against unauthorized access, loss, or destruction. These include hashed passwords, sign-in codes that expire quickly and allow only a few attempts, limits on repeated sign-in and lookup attempts, encrypted tokens for connected WhatsApp and social accounts and online shops, HTTPS encryption in transit, restricted access to sensitive files such as verification documents, and access controls limiting data access to authorized personnel. No method of transmission or storage is 100% secure; we cannot guarantee absolute security but commit to prompt notification in the event of a data breach affecting your data.

Please keep your codes and password private, and sign out on shared devices.

13. Cookies and Local Storage

Cookies: we use these first-party cookies: (a) a session cookie for sign-in and security; (b) a "remember me" cookie, lasting 3 days if you choose it; (c) a visitor cookie, lasting 1 year, for our visit counts; (d) a country cookie, lasting 1 year, to show the right country; (e) a cookie remembering the website look you chose; and (f) a device cookie, lasting 1 year, for forms. We do not use third-party advertising cookies or advertising trackers.

Storage on your device: to work quickly and offline, the app stores information in your browser or app. This can include your profile, your businesses, product lists, sales waiting to sync, cached pages and images, printer settings, and your marketplace cart, wishlist, and checkout details. Signing out clears only part of it, so sales waiting to sync, cached items, and your marketplace details may remain. On a shared device, clear the browser or app data after you sign out.

Push notifications: if you allow them, we store a token for your device. You can revoke push notification permission at any time through your browser or device settings.

14. Your Rights

Under the Ghana Data Protection Act and applicable law, you have the right to: (a) Access the personal data we hold about you; (b) Correct inaccurate or incomplete data; (c) Delete your personal data ("right to be forgotten"), subject to legal retention requirements; (d) Restrict or object to certain processing activities, including direct marketing; (e) Data portability: receive your data in a structured, machine-readable format; and (f) Withdraw consent at any time for consent-based processing.

To exercise any of these rights, contact us at customer@snnel.com. We will respond within 30 days. If the data was entered by a business you deal with, we may refer your request to that business. If you live outside Ghana, you may have further rights under the data protection law of your country.

You can also act directly: edit your profile, request account deletion in the app, unsubscribe from marketing emails, change your notification settings, disconnect connected accounts, and turn off device permissions.

15. Children's Privacy

The Platform is not intended for use by persons under the age of 18. We do not knowingly collect personal data from minors. Businesses should enter a minor's details only where they have the authority to do so. If you believe we have inadvertently collected data from a minor, please contact us immediately and we will delete it promptly.

16. International Data Transfers

Some of our third-party service providers operate outside Ghana or outside your country, including OpenAI, Anthropic, Amazon Web Services, Cloudflare, Google, Meta, TikTok, PhotoRoom, and remove.bg, so your data may be processed in other countries. When we transfer personal data internationally, we take steps to protect it, using the safeguards available to us with each provider, such as data processing agreements and contractual clauses.

17. Changes to This Policy

We may update this Privacy Policy periodically. We will notify registered users via SMS, email, or in-app notification at least 14 days before material changes take effect. We encourage you to review this policy regularly. This version takes effect on November 19, 2026 for existing accounts, and applies from sign-up to anyone who creates an account from November 5, 2026.

18. Contact Us

For privacy inquiries, data access requests, or to raise a concern:

Data Protection Officer, Snnel Technologies
Email: customer@snnel.com
WhatsApp: 233544876779
Platform: https://snnel.com

You also have the right to lodge a complaint with the Ghana Data Protection Commission, or with the data protection authority in your country, if you believe your data protection rights have been violated.