This Privacy Policy explains how Muuva ("we", "us") collects, uses, shares and protects information when you use the Muuva customer, vendor, or delivery partner apps and our websites (collectively, the "Services").
1. Information we collect
We collect three categories of information:
Information you provide
- Account data: name, email, phone, password, profile photo
- Order data: addresses, items ordered, special instructions
- Payment data: handled by PCI-compliant payment processors; we never store full card numbers
- Communications: support chats, feedback, reviews
Information collected automatically
- Device info: model, OS version, unique identifiers, crash logs
- Location: precise location while the app is in use (with permission), approximate location for service availability
- Usage: pages viewed, taps, search terms, performance metrics
Information from third parties
- Social login providers (Google, Apple) when you sign in
- Vendors and partners (to deliver orders and resolve disputes)
- Fraud-prevention and analytics services
2. How we use your information
- To create and manage your Muuva account
- To match you with the right vendors and delivery partners
- To process payments, refunds and payouts
- To provide real-time tracking and delivery updates
- To personalize recommendations and offers
- To prevent fraud, abuse and security incidents
- To comply with legal, tax and regulatory obligations
4. Your rights
You can, at any time:
- Access, correct or download your data from in-app Settings
- Delete your account (subject to legal retention)
- Withdraw marketing consent in Notification preferences
- Restrict or object to specific processing
- Lodge a complaint with your local data protection authority
Email support@muuva.com to exercise these rights.
5. Data retention
We retain account data for as long as your account is active and for up to 7 years after closure where required by tax, accounting or fraud-prevention laws. See our Data Storage Policy for full details.
6. Security
We use TLS in transit, AES-256 at rest, encrypted backups, role-based access controls and continuous monitoring. No system is 100% secure — please use a strong, unique password and enable 2FA.
7. Children
Muuva is not directed to users under 16. We do not knowingly collect personal data from minors.
9. International data transfers
Muuva is headquartered in Zürich, Switzerland and primarily processes personal data within the European Economic Area and Switzerland. Some sub-processors — such as crash reporting, customer support tooling and analytics platforms — may process limited operational data in other jurisdictions, including the United Kingdom and the United States.
Whenever we transfer personal data outside of Switzerland or the EEA, we rely on one or more of the following safeguards to ensure your information receives an equivalent level of protection:
- European Commission adequacy decisions (where available for the destination country)
- Standard Contractual Clauses (SCCs) approved by the European Commission and the Swiss Federal Data Protection and Information Commissioner (FDPIC)
- Supplementary technical measures including end-to-end encryption, pseudonymisation and strict access controls
- Documented Transfer Impact Assessments (TIAs) for each cross-border data flow
You may request a copy of the safeguards in place for a specific transfer by writing to our Data Protection Officer at support@muuva.com. We will respond within 30 days and provide the relevant documentation in a format suitable for your records.
10. Automated decisions and profiling
Some Muuva features rely on automated processing to deliver a fast, reliable service. We are transparent about where and how this happens, and you always have the right to request human review of any decision that significantly affects you.
Where we use automation
- Fraud detection: machine-learning models scan order, device and payment signals to spot suspicious activity such as card testing, account takeover and promo abuse
- Driver and order matching: we use location, vehicle type, vendor preparation time and live traffic to assign the nearest available partner
- Personalised recommendations: previous orders, search history and time of day inform the restaurants, cuisines and offers you see first
- Dynamic pricing: ride fares and delivery fees may be adjusted based on real-time demand, distance, weather and partner availability
Your rights
You may contest an automated decision, request an explanation of the main factors that drove it, or ask for a manual re-review by our Trust & Safety team. We will not use sensitive categories of personal data (such as health, religion or political opinion) to make automated decisions about you.
12. Marketing communications
From time to time we may send you product updates, promotional offers from partner vendors, surveys and event invitations. You will only receive marketing messages if you have given consent or where permitted by Swiss and EU soft-opt-in rules following a prior purchase.
Every marketing email contains a one-click unsubscribe link. You can also manage channel-level preferences (email, push, SMS) from Settings → Notifications inside the Muuva app. Transactional messages — order confirmations, delivery updates, security alerts and receipts — are not marketing and cannot be turned off while your account is active.
13. Changes to this policy
We will notify you in-app or by email at least 14 days before material changes take effect.
14. Contact
Questions? Reach us at support@muuva.com or by post at Muuva Technologies, Bahnhofstrasse 21, 8001 Zürich, Switzerland.
For questions about this document, contact support@muuva.com.