Legal

Privacy Policy

Last updated: 5 July 2026

This Privacy Policy explains how CONNECTSEND LTD, a company registered in England and Wales (referred to as "ConnectSend", "the Service Provider", "we", "us", or "our"), collects, uses, shares, and protects personal data when you use the ConnectSend mobile application (the "Application"). This Service is provided free of charge and is intended for use "AS IS".

As a company registered in England, we process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Depending on where you are located, the data protection laws of your country may also apply to you. This Privacy Policy should be read together with our Terms & Conditions.

Contents

Information You Provide to Us
Information We Collect Automatically
Location Information
In-App Messaging
Payment Information
Identity Verification
Artificial Intelligence
How We Use Your Information
Legal Bases for Processing
Who We Share Your Information With
International Data Transfers
Data Retention
Your Rights
Children's Privacy
How Is Your Information Kept Secure?
Opt-Out Rights and Account Deletion
Changes to This Privacy Policy
How Do You Give Your Consent?
Contact Us

1. Information You Provide to Us

When you use the Application, you may provide us with:

Account information, such as your name, email address, phone number, and password;
Profile information, such as a profile picture;
Details of any Send Request or Travel Request you create, including the origin and destination you enter, travel dates, and a description of the Item;
Messages you send to other Users through the in-app chat, once you are matched; and
Any information you provide when you contact us for support.

Registration is not mandatory, but you will not be able to use some features of the Application unless you register.

2. Information We Collect Automatically

The Application may also collect certain information automatically, including:

the type of mobile device you use and your mobile operating system;
the IP address of your mobile device;
a device push notification token, used to send you notifications about matches, messages, and order updates; and
information about how you use the Application, including crash and performance data.

3. Location Information

The Application does not request or access your device's GPS or any precise, real-time location data.

When you create a Send Request or Travel Request, you manually enter the relevant origin and destination (for example, a country or city) as text. This information is treated as information you provide to us (see Section 1) and is used solely to match Senders with Travellers travelling a matching or similar route.

4. In-App Messaging

Once you are matched with another User, the Application provides an in-app chat to help you coordinate. Messages sent through this chat are stored on our servers. We may access chat content where necessary to investigate a suspected violation of our Terms & Conditions, respond to a complaint from another User, help resolve a dispute, or comply with a legal obligation. Please do not share sensitive information, such as full payment card numbers, passwords, or government identification numbers, through in-app chat.

5. Payment Information

Payments made and received in connection with a Match are processed by our third-party payment processor, Revolut Business. When you make or receive a payment through the Application, your payment details (such as card or bank account information) are collected and processed directly by Revolut, in accordance with Revolut's own privacy policy. ConnectSend does not store your full card number, card security code, or full bank account details. We may receive limited information from Revolut that is necessary to facilitate, confirm, and reconcile a Match, such as payment status, amount, and a transaction reference.

6. Identity Verification

ConnectSend uses a third-party identity verification provider, Veriff, to confirm Users' identities and ages and to help prevent fraud. You may be asked to complete identity verification before accessing certain features of the Service, such as creating a Match, sending an Item, acting as a Traveller, or receiving a payout.

When you complete identity verification, Veriff collects and processes identity data on our behalf, including images of your government-issued identity document (such as a passport, driving licence, or national identity card), the information contained in that document (such as your name, date of birth, document number, and nationality), a facial photo and/or short video of you, and technical information about the device and session used to complete the check. This may include biometric data derived from your facial image, which Veriff uses to confirm that you match your identity document. Veriff processes this data in accordance with Veriff's privacy notice.

ConnectSend receives the outcome of the verification (such as whether it was approved or declined, and the reason) together with the verified identity details necessary to operate the Service. We do not use your identity verification data for any purpose other than verifying your identity and age, preventing fraud and abuse, and complying with our legal obligations.

We rely on our legitimate interests in preventing fraud and keeping the Service safe, and on compliance with our legal obligations, as the legal bases for this processing. Where biometric data is processed, it is processed with your explicit consent, which you may decline or withdraw — although declining verification may restrict your access to some or all features of the Service. Identity verification data is retained for 3 months, after which it is deleted.

7. Artificial Intelligence

The Application does not currently use Artificial Intelligence (AI) technologies to process your personal data or to make automated decisions about you. If this changes, we will update this Privacy Policy accordingly.

8. How We Use Your Information

We use the information described above to:

create, maintain, and secure your account;
match Senders with Travellers and facilitate communication between matched Users;
process payments and refunds in connection with a Match;
provide customer support and respond to your enquiries;
detect, investigate, and prevent fraud, abuse, and violations of our Terms & Conditions;
maintain and improve the Application, including through aggregated or anonymised analytics and crash reporting; and
comply with our legal obligations, including accounting, tax, and anti-money laundering requirements, and send you important notices, such as updates to our Terms or this Privacy Policy.

9. Legal Bases for Processing

Depending on the context, we rely on the following legal bases to process your personal data:

Performance of a contract — to provide the Service you have signed up for, including matching, messaging, and payments;
Legitimate interests — for fraud prevention, security, and improving the Application, balanced against your rights and interests;
Legal obligation — for example, financial record-keeping or responding to law enforcement or regulatory requests; and
Consent — where required by law, such as for certain marketing communications, which you may withdraw at any time.

We may share your information as follows:

With other Users — when you are matched, the other User can see limited profile information (such as your name and profile picture) and any messages you send them via in-app chat;
With our service providers — trusted third parties who process data on our behalf to provide the Service, and who are not permitted to use your information for their own independent purposes;
As required by law — to comply with a subpoena, court order, or similar legal process;
To protect rights and safety — where we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others, investigate fraud, or respond to a government request; and
In a business transfer — if ConnectSend is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.

The Application uses the following third-party services, each of which has its own privacy policy describing how it handles data:

Google Play Services
Google Analytics for Firebase
Firebase Crashlytics
Sentry
Revolut Business — used to process payments between Senders and Travellers.
Veriff — used to verify Users' identities, as described in Section 6.

11. International Data Transfers

ConnectSend currently supports Users in countries including Antigua and Barbuda, Australia, the Bahamas, Barbados, Belize, Botswana, Canada, Fiji, the Gambia, Ghana, Grenada, Hong Kong, India, Ireland, Jamaica, Kenya, Liberia, Malawi, Micronesia, New Zealand, Papua New Guinea, Rwanda, Saint Kitts and Nevis, Saint Vincent and the Grenadines, Singapore, the Solomon Islands, South Africa, the United Kingdom, the United States of America, and Zambia. As a result, your information may be transferred to, stored, and processed in countries other than the one in which you live, including the United Kingdom and countries where our service providers operate.

Where we transfer personal data outside the UK, we take steps to ensure it remains protected to UK GDPR standards, including through the use of appropriate legal safeguards such as the UK International Data Transfer Agreement or equivalent standard contractual clauses, where required.

12. Data Retention

Account and profile data is retained for as long as you use the Application. If you delete your account, this data is removed within 30 days, as described on our How to Delete Account page;
Automatically collected information (Section 2) is retained for up to 24 months, after which it may be retained in aggregate, anonymised form;
In-app messages are retained for as long as your account is active and for a reasonable period afterwards, to allow for safety reviews and dispute resolution;
Identity verification data is retained for 3 months and then deleted, as described in Section 6; and
Payment and transaction records may be retained for longer periods, even after account deletion, where required by law — for example, UK tax and anti-money laundering record-keeping obligations.

If you would like us to delete information you have provided, please contact us at info@connectsend.net and we will respond within a reasonable time. Please note that some information may be required for the Application to function, or may need to be retained as described above.

13. Your Rights

Subject to applicable law, you have the right to:

access the personal data we hold about you;
request that we correct inaccurate or incomplete data;
request that we delete your personal data ("right to be forgotten");
request that we restrict how we use your data;
receive a copy of your data in a portable format;
object to certain processing of your data; and
withdraw any consent you have given, at any time.

To exercise any of these rights, contact us at info@connectsend.net. If you are not satisfied with our response, you have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) or your local data protection authority.

14. Children's Privacy

In line with our Terms & Conditions, the Application is not intended for use by anyone under the age of 18, and we do not knowingly collect personal information from anyone under 18. If we become aware that a person under 18 has provided us with personal information, we will take steps to delete that information from our records. If you are a parent or guardian and believe your child has provided us with personal information, please contact us at info@connectsend.net so that we can take appropriate action.

15. How Is Your Information Kept Secure?

We are concerned about safeguarding the confidentiality of your information. We provide physical, electronic, and procedural safeguards to protect the information we process and maintain. For example, we limit access to your information to authorised personnel who need it to operate, develop, or improve the Application. Please be aware that, although we endeavour to provide reasonable security for the information we process and maintain, no security system can prevent all potential security breaches.

16. Opt-Out Rights and Account Deletion

You can stop all collection of information by the Application by deleting your account and uninstalling the Application, as described on our How to Delete Account page. You may also use the standard uninstall process available on your mobile device or via the relevant app marketplace.

17. Changes to This Privacy Policy

This Privacy Policy may be updated from time to time, including as new features are introduced. We will notify you of any material changes by updating this page with the new Privacy Policy and sending you an email. You are advised to review this Privacy Policy periodically; continued use of the Application after changes take effect is deemed acceptance of those changes.

This Privacy Policy is effective as of 5 July 2026.

By using the Application, you consent to our processing of your information as set out in this Privacy Policy, as it may be amended by us from time to time. "Processing" means using cookies or similar technologies on a computer or handheld device, or using, accessing, or otherwise handling information in any way, including collecting, storing, deleting, using, combining, and disclosing information.

19. Contact Us

If you have any questions about this Privacy Policy or how we handle your information, please contact us at info@connectsend.net.