1. Information We Collect
We collect the minimum information needed to provide the service.
When you create an account:
- Customers: name, phone number, city
- Providers: name, phone number, city, one service category
- Email is optional — only required if you choose email/password sign-in
Additional information is collected only when you choose to provide it or when needed for a specific action:
- Profile photo, bio, experience, portfolio (optional, addable from profile settings)
- Booking details, service address, review text and photos (when you make a booking)
- Payment method details (processed securely through third-party gateways)
- Messages, image attachments, reviews, support requests (when you use these features)
- Government-issued identification documents
- A facial photograph and liveness check, used to confirm you are the person shown on your ID
- Proof of address documents
- Business registration certificates
- Business contact information (business name, email, phone)
For service providers, when you choose to get verified:
- Government-issued identification documents (optional, for gold badge only — photo upload, the ID number is never extracted or stored)
We also automatically collect certain limited information including:
- Device information (model, operating system, browser)
- Device fingerprint (a hashed identifier for fraud prevention and security — not the raw device identifiers)
- Push notification tokens (FCM device identifiers) for delivering real-time notifications
- App interaction data (screen views, feature usage, search count and category — we do NOT store the text of your search queries tied to your account)
We do not collect or store your IP address.
2. How We Use Your Information
We use the information we collect to:
- Provide, maintain, and improve our services
- Process transactions and send related information
- Connect customers with service providers
- Manage secure payment processing
- Send push notifications, booking updates, and promotional messages
- Monitor and analyze trends, usage, and activities
- Detect, investigate, and prevent fraud and abuse
- Comply with legal obligations
3. Payment Data
Fixora processes payments through secure licensed third-party payment providers. The current list of providers and the channels they support (mobile money, card, and bank transfer) is shown at checkout and in the app; Novenex may add, replace, or discontinue providers from time to time. We do not store your full payment card details on our servers or on your device.
Card payment data is never collected on-device — it is processed entirely server-side through Firebase Cloud Functions and the payment provider's secure APIs, subject to PCI DSS compliance standards.
For mobile money payments, your phone number is shared with the applicable third-party payment provider to initiate the transaction.
Fixorazim operates a non-custodial payment model — Novenex does not hold customer deposits or operate an escrow or trust account. Payments settle according to the payment provider's own settlement rules.
4. Data Sharing
We may share your information with:
- Service providers and customers you interact with on the platform
- Third-party payment processors (PayPulse, Pesepay, PayNow) — name, email and phone number for transaction processing
- Our identity verification partner — identity documents and facial photograph, for service provider verification only
- Our technology providers, who host the app and run core functions on our instructions:
- Sign-in and account security (name, email)
- File storage (profile photos, uploaded documents)
- Push notifications (device tokens)
- Usage analytics (user ID, role, preferred region, usage events, search queries)
- Crash and performance diagnostics (crash logs, device information)
They act only on our instructions and may not use your data for their own purposes.
- Law enforcement when required by applicable law
We associate analytics data with your user ID to improve service recommendations and platform experience. We do not sell your personal information to third parties.
Our systems and some of the partners above are located outside Zimbabwe, currently in the United Kingdom and South Africa. Wherever your data is held it is encrypted in transit and at rest, and every partner is bound by a written agreement to protect it. You can ask us for the current list at any time.
5. Data Security
We implement appropriate technical and organizational security measures to protect your personal information, including:
- HTTPS encryption for all data in transit
- Least-privilege access rules enforced at the database layer
- Role-based access controls (RBAC)
- Encrypted storage for sensitive credentials
- Device fingerprinting (hashed device identifiers only — raw device identifiers and IP addresses are not stored) for detecting unauthorized access and new device logins
- Regular security audits and monitoring
- Fraud detection and prevention systems
6. Data Retention
We retain your personal information only for as long as needed to provide the service and meet our legal obligations. Per-category retention periods:
- Identity (name, email, phone, photo): until account deletion, then a 30-day grace period, then anonymised
- KYC / verification documents (providers): 5 years post-approval per Zimbabwe AML / FIU guidance, then automatically purged
- Booking data: 3 years from booking date
- Financial records (transactions, payouts, audit logs): 7 years on legal hold — never deleted
- Communications (messages, disputes): 3 years from booking
- Telemetry (analytics, behaviour events, activity logs): 90 days
- Device login records: 12 months
- Security alerts: 12 months (unreviewed alerts retained until triaged)
- Email & push delivery logs: 90 days
- Webhook idempotency records: 24 hours
Deleted accounts are soft-deleted and personal data is anonymised within 30 days, with financial and KYC records retained as required by law. Telemetry tied to your account is deleted at the same time.
7. Your Rights
You have the right to:
- Access your personal data through your profile settings
- Correct inaccurate information in your profile
- Delete your account and associated data
- Opt out of promotional communications
- Request a copy of your data
- Ask a person to review any decision made about you automatically
To exercise these rights, use the in-app settings or contact us at support@fixorazim.com.
8. Account Deletion
You can delete your account at any time through the Settings screen in the app. When you delete your account:
- Your profile information is removed
- Active bookings must be completed or cancelled first
- Payment history is retained for legal/financial compliance
- Reviews you have written may be anonymized
- This action is permanent and cannot be undone
9. Children's Privacy
You must be 18 or older to create an account, and we ask you to confirm this when you register. Our service is not directed to children and we do not knowingly collect personal information from children. If we become aware that a child has provided us with personal information, we will take steps to delete such information.
10. Changes to This Policy
We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. You are advised to review this Privacy Policy periodically for any changes.
11. Contact Us
For privacy-related enquiries please write to us at support@fixorazim.com. To help us respond quickly and to reduce spam, please include your account email and the specific question in your message.
- Email: support@fixorazim.com (also reaches our Data Protection Officer)
- Company: Novenex (Private) Limited
- Location: Bulawayo, Zimbabwe
- Service area: Zimbabwe (national)
You may also complain to the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ), the Data Protection Authority, at dataprotectionunit@dpa.zw.