1. Information we collect
We collect information needed to operate a safe and accountable delivery service:
- Account details, such as name, phone number, email, profile photo, and emergency contact.
- Delivery details, including pickup and destination, recipient name and contact number, package description, delivery notes, selected vehicle, fees, payment method, status history, and recipient PIN verification result.
- Courier verification details, such as identity, license, vehicle, permit, and other submitted documents.
- Location and device data used for pickup, matching, live tracking, navigation, fraud prevention, and safety.
- Communications and proof, including in-app messages, support records, ratings, reports, delivery photos, signatures where enabled, and geotagged proof of delivery.
- Payment records, such as method, amount, wallet movements, COD or cash status, refunds, payouts, and transaction references. Payment credentials handled by an external provider remain subject to that provider's policy.
2. How we use information
We use information to create and secure accounts; calculate delivery fees; match requests with qualified Couriers; coordinate pickup and handoff; show live delivery status; verify recipients; issue receipts; process payments, refunds, payouts, and support requests; investigate safety or fraud concerns; meet legal obligations; and improve service reliability.
4. Storage and retention
We retain account, delivery, payment, safety, and audit records only as long as reasonably needed for the purposes above, dispute handling, legal requirements, and legitimate business records. Retention periods may vary by record type. When information is no longer required, we delete it, anonymize it, or restrict access where deletion is not immediately possible.
5. Your choices and rights
Subject to applicable law, you may request access to or correction of your information, ask about how it is used, withdraw optional consent, object to certain processing, or request deletion. Some records may need to be retained for active deliveries, payments, safety investigations, fraud prevention, or legal compliance.
Location and camera permissions can be managed in device settings, but disabling required permissions may prevent matching, live tracking, document verification, or proof-of-delivery features from working.
6. Security
We use access controls, authenticated sessions, audit records, restricted document access, and other administrative and technical safeguards. No system can guarantee absolute security, so users should protect their OTPs, passwords, recipient PINs, and devices and report suspicious activity promptly.
7. Questions and privacy requests
Contact Serbiska through the official support channel shown in the Sender or Courier app. Include your account phone number and a clear description of the request, but never send your password, OTP, or recipient PIN.
We may update this policy as the platform, providers, or legal requirements change. The effective date above will show the latest revision.