Privacy Policy

Information we collect

• Account details you provide: name, email address, phone number and city.
• Transaction details: item description, price, marketplace, and the parties involved.
• Pickup and delivery addresses supplied by the seller and buyer for fulfilment.
• Device location, only if you press "Use current location" on an address form. We take a single reading at that moment, use it once to suggest an address for you to review, and do not store the raw device position or track your location at any other time. You can always type the address instead.
• Approximate map coordinates for confirmed pickup and delivery addresses, and a coordinate for a courier's stated service ZIP code, used to match couriers and check service radius. Courier coordinates are derived from the ZIP code area, not from a home address.
• Fulfilment records created by couriers: inspection checklists, photos, video, serial numbers and timestamps.
• Courier verification records: government-issued photo ID, driver's licence, proof of vehicle insurance, and vehicle and licence-plate details. These are collected only from people applying to be a SureHandoff courier. The private pilot does not collect a third-party background-screening result.
• Support requests you send us, and the messages they contain.
• Technical records needed to run the service, such as authentication events and error diagnostics.

How we use information

• To create and run protected transactions between a buyer and a seller.
• To dispatch a courier, verify the item at pickup, and verify delivery to the buyer.
• To process payment, refunds, seller proceeds and courier compensation.
• To investigate problems, disputes, and suspected fraud or misuse.
• To send transaction notifications and respond to support requests.

Transaction and contact data

• Buyers and sellers on the same transaction see the counterparty details needed to complete the deal.
• A courier receives a sanitised summary of a job offer, and full pickup/delivery contact details only after accepting the assignment.
• SureHandoff operations staff can access transaction records where needed to run and support the service.

Pickup and delivery addresses

• Addresses are collected to route a courier and are shown to that courier only once they are actively assigned to the job.
• Addresses are stored with the transaction record because they form part of the fulfilment history.

Evidence and media

• Inspection photos and video are stored in private storage and are not publicly accessible.
• Evidence may be reviewed for disputes, fraud and security review, and support investigation.

Courier verification documents

• Identity and eligibility documents are collected only to confirm a courier applicant is who they say they are and is legally able to deliver with their chosen transport method.
• They are stored in private storage, are never public, and are opened only through short-lived links available to the courier who uploaded them and to SureHandoff verification staff.
• They are never shared with buyers, sellers, or other couriers, and are not used for marketing or any purpose other than verification, safety and fraud prevention.
• A background verification provider is not in use, and background screening is not currently required for private-pilot approval. Any future screening process, authorisation and related information handling remain pending legal and compliance review.

Payment processing

• Buyer payments, seller proceeds and refunds are processed by our payment partner, Trustap. SureHandoff does not store full card or bank details.
• Trustap processes payment information as an independent provider under its own terms. To set up and complete a transaction, Trustap receives the details it needs, which include the buyer's and seller's name and email address and the amount of the transaction.
• Courier payouts are separate from buyer and seller payments and do not use the buyer payment rail. They currently run through SureHandoff's approved manual Melio payout process. For that payout, Melio may receive the courier's legal name, payout email, phone number, mailing address, payout amount and payout reference. SureHandoff does not store courier bank account, routing or card details.
• When a problem is reported, the information needed to reach an outcome — including the decision SureHandoff makes — is shared with Trustap so it can apply the financial result.

Service providers

• We use third-party providers for payments, cloud hosting and database services, and email delivery of invitations and notifications.
• A text-message provider is used only to send transactional messages about a transaction you are part of, and only where you have given text-message consent. It is never used for marketing.
• Providers receive only the information needed to perform their function.

Security

• Access to records is restricted by role and by participation in a transaction, enforced in the database.
• Delivery verification codes are stored encrypted and are never shown to anyone other than the buyer.
• Evidence files are held in private storage and served only through short-lived authorised links.

SureHandoff Protection is not insurance

• SureHandoff Protection is a transaction service: coordination, documented pickup and delivery, verified handoff and a dispute process. It is not an insurance product and SureHandoff is not an insurer.
• SureHandoff does not provide cargo or goods-in-transit insurance for items while they are in courier custody, and no delivery provider cargo coverage forms part of the service.
• Couriers who drive are required to hold their own personal auto insurance, and proof of that insurance is collected as part of courier verification.

Retention

• Transaction, financial and dispute records are retained because they are needed for accounting, audit and dispute history.
• Temporary items such as expired invitations, unverified delivery codes and abandoned evidence uploads are cleaned up.
• Records are kept for as long as needed for the purpose they were collected for, and for as long as required to meet legal, tax, accounting, dispute-resolution and fraud-prevention obligations. When a record is no longer needed for any of those purposes, it is deleted or de-identified.

Your choices and requests

• You can correct your name, phone number and city yourself from your profile.
• You can download a copy of the records associated with your account from your profile.
• You can request account closure, correction assistance, or ask a privacy question through support. Closure is reviewed by a SureHandoff specialist; records needed for financial, dispute and audit history are retained.

Contact

SureHandoff is operated by Helyconne Inc.. Privacy questions and data requests go through SureHandoff support or support@surehandoff.com.