Privacy Statement
Draft — being reviewed by our lawyers. Last updated 17/10/2026.
This Privacy Statement explains what personal data we process when you use the pratoroo.com website, the web app and the Pratoroo, Pratoroo Business and Pratoroo Driver apps (the "Platform"), why, on what legal basis, who we share it with, how long we keep it and how you can exercise your rights, under Regulation (EU) 2016/679 (General Data Protection Regulation, "GDPR") and Law 58/2019, which implements it in Portugal.
1. Controller
GINGER DIALOGUE - UNIPESSOAL LDA, tax no. 519653955, Estr. Main Nr. 1, 2550-450 Peral CDV, Cadaval, Portugal. Contact for privacy questions and to exercise your rights: [email protected]. More details in Legal information.
Given the nature and scale of the processing, we have not appointed a data protection officer (GDPR article 37); all questions are handled by the contact above, which reports directly to management.
When you order from a business, that business also processes your data (to prepare, deliver and invoice the order) as a separate controller, under its own rules. The payment providers (Stripe, PayPal, Ifthenpay), Google and Apple (when you choose to sign in with those accounts) also process some data as separate controllers, to meet their own legal obligations (for example anti-money-laundering and fraud prevention); see their privacy policies.
2. What data we process and why
| Data | What for | Legal basis (GDPR) |
|---|---|---|
| Name, email, mobile, delivery address, tax number (optional), notes and allergies you write, products ordered | Passing the order to the business, order emails, "My orders" | Performance of a contract (art. 6(1)(b)) |
| Orders for a friend or family member: the receiver's name, mobile and address, and the gift message, given by the person who orders | Delivering to the receiver, the business and the courier calling them, the receiver's own tracking link | Performance of the contract with the person who orders, and legitimate interest of the receiver in getting it |
| Payment details (the result, never the full card number) | Online payment and refunds | Performance of a contract |
| Saved cards, only if you tick "Save this card": brand, last 4 digits, expiry and the payment provider's reference (the card itself stays with the provider, never with us) | Paying faster next time (with your bank's confirmation as always) | Consent (remove the card in Account → Saved cards at any time) |
| Order and commission records | Accounting and tax obligations | Legal obligation (art. 6(1)(c)) |
| IP address, browser, technical logs, bot check | Security, preventing fraud and abuse | Legitimate interest (art. 6(1)(f)) |
| Data of businesses and the people representing them (name, tax number, documents, signed contract, signature) | Registration, verification and contract with partner businesses | Contract and legal obligation |
| Couriers: identity, tax number, documents (licence, insurance, criminal record), identity check, bank account | Checking who delivers, paying and invoicing | Contract, legal obligation and legitimate interest (safety) |
| Couriers: the phone's location while online or on a delivery (also with the app in the background) | Offering nearby deliveries, showing the customer where the order is, safety and fraud prevention | Contract and legitimate interest |
| Customers: your location, only when you tap "Use your location" | Showing businesses near you | Consent (you can refuse on the phone) |
| Name and email given by Google or Apple, if you choose "Continue with Google/Apple" | Signing in without a password | Performance of the contract |
| The phone's notification identifier (apps) | Telling you about orders and deliveries | Performance of the contract (can be switched off on the phone) |
| Customers: your yes to "offers and discounts" (date), only if you tick it | Sending Pratoroo offers and discounts by email and SMS | Consent (art. 6(1)(a)); withdraw it by switching it off in Account → Notifications, by unticking it at your next checkout or by writing to [email protected] |
| Record of the cookie notice and of accepting the terms (date, version, encrypted IP address) | Proving your choices | Legal obligation |
| Help requests, messages and photos you send as proof | Answering you, looking into problems and refunds | Performance of the contract and legitimate interest (defence against unfounded claims) |
| Reviews (stars, comment, shortened name) | Publishing your review and detecting fake reviews | Performance of the contract and legitimate interest (reliable reviews) |
| Fraud signals: device, IP address, scrambled payment-method number, email check result, history of orders not received and of refunds; for cash deliveries, if you share your phone's location, only the distance between the phone and the address | Preventing fraud, pausing a payment method, protecting customers, businesses and couriers (see section 6) | Legitimate interest (art. 6(1)(f); GDPR recital 47) |
Allergy or intolerance information you write in an order may reveal health data: we only use it to pass it to the business, with your explicit consent when you write it (art. 9(2)(a)).
We do not sell your data and we do not do personalised advertising.
Where the data comes from and what is required
Most data comes from you. We also receive data: from the business (order status, replies to help requests), from the courier (location during delivery, delivery photo), from payment providers (payment result, scrambled payment-method number, risk signals), from Google or Apple (name and email, if you choose to sign in with those accounts) and from public fraud-prevention lists (email check result).
Data marked as required on forms (name, email, mobile and, for deliveries, the address) is needed to make and perform the contract: without it you cannot order. The rest (for example tax number or notes) is optional.
3. Who we share it with
- The business you order from (the data needed for the order).
- Providers working on our behalf: server hosting (European Union); Brevo (sending emails); Stripe and PayPal (payments); Ifthenpay (MB WAY and Multibanco); Google Maps Platform (finding addresses, maps and calculating distances); Cloudflare (network, protection and the "Turnstile" bot check); Sumsub (couriers' identity check); Expo, Apple and Google (sending notifications to the apps); Google and Apple (signing in with your account, only if you choose it); NIF.PT (checking businesses' tax numbers); StopForumSpam (checking whether an email is on the worldwide list of spam and fraud addresses — it receives only a scrambled (MD5) form of the email, never the email itself); Have I Been Pwned (checking that a password is not in a known data leak — it receives only the first 5 characters of a scrambled (SHA-1) form of the password, never the password); Anthropic (AI assistant that helps the team read support requests (and the photos customers send as proof) and prepare answers — no names; emails, phone numbers and bank numbers masked; a person always decides and sends the answer).
- Authorities, when the law requires it.
Some of these providers may process data outside the European Economic Area (for example in the United States). In those cases the transfer is made with the safeguards provided for in the GDPR (an adequacy decision such as the EU-US Data Privacy Framework, or standard contractual clauses).
We have a contract with each provider that processes data on our behalf, requiring it to use the data only on our instructions, with confidentiality and appropriate security measures (GDPR article 28). You can ask us for more information about the safeguards for each transfer at [email protected].
4. How long
We keep data only while it is needed and delete it automatically when the period ends. When you delete your account, we delete at once everything the law allows; what the law makes us keep stays, without your name whenever possible, only until the legal period ends.
| Data | How long | Why |
|---|---|---|
| Your account (name, email, phone, addresses, sign-in with Google/Apple, Face ID) | Until you delete it | Contract |
| Order amounts, invoices, refunds, payments and transfers | 10 years | Tax and accounting law (Portuguese VAT Code art. 52; IRC Code art. 123) |
| Name, contact details, address and tax number on an order without an account (or of a deleted account) | 3 years after the order; then anonymised | Claims, disputes and chargebacks (Civil Code art. 498) |
| The same details on any order | At most 10 years; then anonymised | Same |
| Order notes (allergies) and door code / floor | 90 days after the order is finished | Only needed to prepare and deliver |
| Delivery photo at the door and the courier's GPS route | 180 days | Proof in a dispute or chargeback |
| Support requests (customers, businesses, couriers) | 3 years after they are closed | Claims and disputes |
| Couriers' documents (ID, licence, insurance, criminal record) | While working with Pratoroo; deleted when the account deletion is finished | Verification |
| Businesses' contract and documents | 10 years after the partnership ends | Commercial and tax law |
| Activity of Pratoroo's team in the admin panel (Pratoroo staff only) | 6 months | Security and accountability |
| Record of cookie choices and accepted terms | 5 years | Proving your choices |
| Sign-in codes | A few minutes (removed the next day) | Security |
| Internet (IP) address, device type and device number saved with orders and help requests (checks against refund fraud); distance between the phone and the address on cash orders | 12 months | Preventing fraud (legitimate interest) |
| Receiver's mobile and gift message of an order for a friend or family member (name and address stay with the order record) | 12 months | Delivering the order and questions about it |
| Contact details of a restaurant owner the team visited and invited to sign up (name, email, mobile), if the restaurant never signs up | 12 months after the last change | Inviting the restaurant to join Pratoroo (legitimate interest) |
| Saved card (brand, last 4 digits, expiry, provider's reference) | Until you remove it or close your account (removed at the provider too); expired cards removed 30 days after the expiry month | Paying faster (consent) |
| Internet (IP) address and device number the business team uses for its dashboard (checks against fake reviews) | 12 months | Preventing fraud (legitimate interest) |
| Result of the email check at sign-up or checkout (green, orange or red), kept by a scrambled form of the email; a scrambled number of the card, PayPal account or MB WAY phone used to pay | 12 months | Preventing fraud (legitimate interest) |
| Server technical logs | 14 days | Security |
The full procedure is in our internal data-retention record; you can ask for it at [email protected].
5. Your rights
You may, free of charge and at any time:
- Access — find out what data we hold about you and receive a copy (GDPR article 15);
- Rectification — correct wrong or incomplete data (article 16); most of it you can correct in your Account;
- Erasure — ask us to delete your data (article 17), except data the law requires us to keep (for example tax records) or that we need to defend a legal claim;
- Restriction — ask us to stop using the data while something is checked (article 18);
- Portability — receive the data you gave us in a commonly used, machine-readable format (article 20);
- Objection — object to processing based on legitimate interest, on grounds relating to your particular situation (article 21); we stop processing unless there are compelling legitimate grounds or to defend a legal claim;
- Withdraw consent — where processing is based on consent (location, offers and discounts, allergy notes), you can withdraw it at any time, without affecting processing already done;
- Not to be subject to solely automated decisions — see section 6.
How to exercise them: write to [email protected] from your account's email address or use Help on the Platform. We may ask you to confirm your identity before replying, to protect your data. We reply within one month, extendable by two further months for complex or numerous requests, telling you why (GDPR article 12). Manifestly unfounded or excessive requests may be refused or subject to a reasonable fee.
Deleting your account: you can delete your account at any time in the apps and on the website (Account → "Delete my account"). See how to delete your account.
You also have the right to lodge a complaint with the CNPD — Comissão Nacional de Proteção de Dados, the Portuguese data protection authority (www.cnpd.pt), Av. D. Carlos I, 134, 1.º, 1200-651 Lisboa.
6. Automated decisions and fraud prevention
To protect customers, businesses and couriers, some fraud checks work automatically, based on rules: for example, several failed card attempts or repeated cash orders not received may temporarily pause one payment method (card or cash). These measures never stop you from ordering with another method, are proportionate and temporary, and the logic is explained in Fraud prevention. More serious measures, such as blocking an account, are always decided by a person on our team.
You have the right to obtain human intervention, to express your point of view and to contest any automated decision (GDPR article 22): use Help or write to [email protected]; a person reviews and replies.
We do not profile you for advertising and do not sell profiles to third parties.
7. Children
The Platform is intended for people aged 18 or over. We do not knowingly collect data from minors. If you know a minor has given us data, tell us at [email protected] and we will delete it. For information society services, the age from which a child can consent alone in Portugal is 13 (Law 58/2019, article 16); below that, parental consent is required.
The Pratoroo, Pratoroo Business and Pratoroo Driver apps
The apps ask for permission on the phone before using:
- Location — Pratoroo: only if you tap "Use your location". Pratoroo Driver: while the courier is online or on a delivery, also in the background (the courier is told first and can stop it by going offline).
- Camera and photos — to send documents, menu photos or the delivery photo.
- Notifications — about orders, deliveries and messages.
- Face ID / fingerprint — Pratoroo Business: to open the app (can be switched off in the menu). The check is done by the phone itself; Pratoroo never receives your face or fingerprint.
The Pratoroo and Pratoroo Business apps keep the last 5 orders on the phone (number, business, status, total and date) to show them without internet; they are deleted when you sign out. "Continue with Apple" in the iPhone app uses Apple's own screen: we only receive the name (the first time) and the email Apple confirms.
The apps do not track what you do in other apps or sites and use no advertising.
8. Security
We protect your data with technical and organisational measures appropriate to the risk (GDPR article 32), including: encrypted connections (HTTPS) and sensitive data encrypted on the server; passwords stored irreversibly and checked against known leaks; email sign-in codes, and two-step verification and passkeys for our team; team access limited by permissions and logged; temporary, signed links for private documents; checks on every uploaded file; regular backups; and servers in the European Union.
If a data breach occurs that may put your rights at risk, we notify the CNPD within 72 hours and, if the risk is high, tell you without delay (GDPR articles 33 and 34).
No system is completely secure: please protect your account too, do not share the codes we send you, and tell us if you notice anything unusual.
9. Cookies
See the Cookie Policy.
10. Changes
If we change this statement, we publish the new version here with its update date and, if the change is important, notify account holders by email or on the Platform.