PRIVACY POLICY – SAPU SUPERAPP
Effective Date: 22 July 2018
Last Updated: 26 April 2026
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1. INTRODUCTION
Welcome to Sapu Superapp ("Sapu", "we", "us", "our"). Sapu is a superapp platform that provides multiple services within a single application, including:
· Sapu Cab – ride-hailing / taxi services
· Sapu Book – hotel, homestay, room, and venue booking
· Sapu Food – food delivery at in-store prices
· Sapu Shop – online global marketplace
· Sapu Mart – grocery and convenience store delivery
· Sapu Used – buy and sell second-hand goods
· Sapu Home – home services (gas refill, aircond repair, plumbing)
· Sapu Box – parcel, document, and item delivery
· Fast Food / Runner Services – purchasing from KFC, McDonald's, Starbucks, Secret Recipe, etc. (see Section 15)
· Any future services.
By using our Services, you agree to this Privacy Policy.
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2. INFORMATION WE COLLECT
2.1 Information You Provide to Us
Category Examples
Account Information Name, email, phone number, password, profile picture, home address
Payment Information Credit/debit card, e-wallet (processed by third-party; we do not store full card details)
Booking & Order Details Food orders, grocery lists, hotel dates, pickup/delivery addresses, service requests
Location Information Pickup/delivery address, hotel location, service address
Communications Messages, feedback, support requests, chat messages
2.2 Information Collected Automatically
Category Examples
Device Information Device type, OS, unique ID, mobile network, IP address
Usage Data Features used, pages visited, search history, order history, time spent
Location Data Real-time location (with permission). Required for Cab, Food, Mart, Box, Home.
Transaction History Payment status, order amount, booking confirmation, cancellation history
2.3 Information from Third Parties
· Social Media: Public profile info (name, email, profile picture) via Google/Facebook/Apple login.
· Payment Processors: Payment confirmation and transaction status.
· Service Providers: Booking confirmations (Sapu Book), service confirmations (Sapu Home).
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3. HOW WE USE YOUR INFORMATION
Purpose Description
Provide & Maintain Services Process orders, bookings, payments, deliveries, service requests for all services.
Sapu Cab Match with nearby drivers, track rides, process payments.
Sapu Book Confirm reservations, share guest name and phone with booking provider.
Sapu Food & Mart Forward order to merchant/restaurant, assign rider, track delivery, handle payments.
Sapu Shop Process orders from sellers, manage shipping and payment.
Sapu Used Facilitate buyer-seller communication, process payments, prevent fraud.
Sapu Home Match with technicians, share address and service details, process payments.
Sapu Box Track parcel, assign rider, calculate fees, handle delivery.
Fast Food / Runner Services Share order details with runner (see Section 15).
Communication Send confirmations, reminders, tracking, promotional offers (opt-out available).
Account Management Manage account, verify identity, reset password, handle disputes.
Improvement & Analytics Analyse usage, improve performance, personalise recommendations.
Security & Fraud Detect and prevent fraud, abuse, unauthorised access.
Legal Compliance Comply with PDPA 2010 and court orders.
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4. SHARING YOUR INFORMATION
4.1 Service Providers & Partners
Recipient What We Share Why
Riders / Drivers Name, pickup/delivery address, contact number To fulfill Cab, Food, Mart, Box orders
Technicians (Sapu Home) Address, service request details To provide home services
Hotels / Homestays (Sapu Book) Name and phone number For check-in and booking confirmation
Sellers / Buyers (Sapu Used) Username, item description, chat messages For second-hand transactions
Payment Processors Transaction amount, order ID To process payments (no full card details)
Cloud & Infrastructure Providers Encrypted user data To host and operate the app
4.2 Legal and Safety Reasons
We may disclose your information if required by law or to protect rights and safety.
4.3 Business Transfers
If Sapu is acquired or merges, your information may be transferred. We will notify you.
4.4 With Your Consent
We may share your information for any other purpose with your explicit consent.
We do NOT sell your personal information to third parties for marketing purposes.
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5. DATA RETENTION
We retain your personal information as long as your account is active or as needed to comply with legal obligations (e.g., tax records for up to 7 years). If you close your account, we will delete or anonymise your information within 30 days, except where retention is required by law.
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6. DATA SECURITY
We implement reasonable security measures including encryption (TLS/SSL), secure storage, access controls, and regular reviews. However, no internet transmission is 100% secure.
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7. YOUR RIGHTS (UNDER MALAYSIAN PDPA)
Right Description
Right to Access Request a copy of your personal data.
Right to Rectify Correct inaccurate or incomplete data.
Right to Withdraw Consent Withdraw consent for processing (subject to legal restrictions).
Right to Limit Processing Request restriction on how we use your data.
Right to Delete Request deletion of your data (subject to legal retention).
To exercise these rights, contact [[email protected]]. We will respond within 21 days.
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8. COOKIES AND TRACKING
We use cookies and analytics (e.g., Firebase) to keep you logged in, remember preferences, analyse usage, and provide personalised content. You can disable cookies in your device settings, but some features may not work properly.
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9. CHILDREN'S PRIVACY
Our Services are not intended for individuals under 18. We do not knowingly collect information from minors. If we discover such collection, we will delete it promptly.
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10. THIRD-PARTY LINKS
The App may contain links to third-party websites/services. This Privacy Policy does not apply to them. Please review their privacy policies.
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11. INTERNATIONAL DATA TRANSFERS
Your information may be transferred to servers outside Malaysia (e.g., Singapore or US). We ensure compliance with PDPA and adequate safeguards.
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12. CHANGES TO THIS PRIVACY POLICY
We may update this policy. We will notify you by posting the updated policy in the App and on our website. Continued use means acceptance.
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13. CONTACT US
Sapu Superapp – Data Protection Officer
Email: support@sapu.me
You may also lodge a complaint with the Malaysian Personal Data Protection Commissioner.
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14. SPECIFIC PROVISIONS FOR EACH SERVICE (SUMMARY)
Service Data We Use Shared With
Sapu Cab Real-time location, pickup/drop-off, payment info Driver, payment gateway
Sapu Book Name, phone, booking dates, payment info Hotel/homestay, payment gateway
Sapu Food / Mart Delivery address, order details, name, contact Rider, merchant, payment gateway
Sapu Shop Shipping address, order details, payment Seller, logistics, payment gateway
Sapu Used Item description, photos, username, chat Other users, payment gateway
Sapu Home Service address, type, contact Technician, payment gateway
Sapu Box Pickup/delivery address, item description, contact Rider, payment gateway
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15. FAST FOOD / RUNNER SERVICES (UNAFFILIATED PURCHASE AND DELIVERY)
This section applies when you use Sapu to purchase from third-party merchants like KFC, McDonald's, Burger King, Starbucks, Secret Recipe, ZUS Coffee, SugarBun, etc.
15.1 No Affiliation
Sapu is not affiliated, partnered, or endorsed by any of these merchants. We act as a customer buying on your behalf.
15.2 How Your Information Is Used
· Your name, delivery address, and order details are shared only with our runner – not directly with the merchant.
· The merchant receipt shows the runner's name, not yours. You will receive a photo of the receipt.
15.3 No Responsibility for Merchant Issues
Sapu is not responsible for:
· Wrong or missing items
· Quality, taste, temperature, packaging
· Preparation errors, spillage, delays, price changes
Complaints must be directed to the merchant directly. We will assist with the receipt.
15.4 Pricing and Payment
You pay the merchant's in-store price (as per receipt) plus delivery fee (RM5 first 2km, RM1/km)
If the merchant changes prices without notice, you pay the difference.
15.5 Data Retention for Runner Services
We retain your order history for up to 7 years (for tax/legal compliance) or as long as your account is active.
15.6 Limitation of Liability
Sapu's total liability is limited to the total amount you paid for that order. Sapu is not liable for indirect damages (e.g., missed meals, dissatisfaction).
15.7 Your Consent
By using this service, you agree that Sapu is only a facilitator, you cannot hold Sapu liable for merchant errors, and you will direct complaints to the merchant.
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16. CASHLESS POLICY (NO CASH TRANSACTIONS)
Sapu Superapp is a fully cashless platform.
· No cash payments are accepted for any service.
· All payments must be made via digital methods integrated in the App (e.g., credit/debit card, e-wallets, online banking).
· Why cashless? Transparency, security, avoid disputes over cash handling.
· No exceptions: Riders, drivers, technicians, and runners are strictly prohibited from accepting cash. Please report any request for cash payment to [[email protected]].
· By using Sapu, you agree to pay only through the digital methods provided.
Payment Policy – Transaction Fees
Sapu Superapp does not charge any additional fees for using online banking (FPX), credit cards, debit cards, or e‑wallets. However, your bank or the third‑party payment gateway (e.g., Stripe) may apply their own charges (e.g., service fee, processing fee, or cross‑border fee).
These fees are determined and collected entirely by the financial institution or gateway provider. Sapu has no control over these charges and does not receive any portion of them.
For detailed information, please refer to your bank’s fee schedule or the payment gateway’s pricing page.
SERVICE FEE (10%)
Sapu Superapp charges a Service Fee of 10% (ten per cent) of the total value of the food, groceries, or other items purchased through the Platform (excluding delivery fees, runner management fees, and any applicable taxes).
How it works:
· The Service Fee is calculated based on the in‑store price of the items you order (as shown on the receipt provided by our runner).
· It is added to your total payment at checkout, together with the delivery fee and any other applicable charges.
· The Service Fee is non‑refundable once the order has been successfully delivered (except in the case of a full cancellation before the runner starts the service, as stated in our Cancellation Policy).
What the Service Fee covers:
The Service Fee helps Sapu maintain and improve its platform, including but not limited to:
· 24/7 customer support (AI and human)
· Secure payment processing
· Technology infrastructure (servers, AI systems, app maintenance)
· Fraud prevention and risk management
· Continuous development of new features and services
Important notes:
· The Service Fee applies to all orders made through Sapu Superapp, including Sapu Food, Sapu Mart, Sapu Runner Services, Sapu Box, and Sapu Home (including LPG gas delivery).
· The Service Fee is separate from the delivery fee (which is paid 80% to the runner) and from vendor commissions (which remain 0% for the first 3 months and are replaced by a low monthly subscription thereafter).
· Sapu reserves the right to adjust the Service Fee from time to time in accordance with the “Changes to Terms & Conditions” section. Any material change will be notified to users at least 14 days in advance.
17. SOCSO / Insurance Information
If you register as a runner, we may collect and store your PERKESO membership number and proof of active contribution (for verification purposes). We may also record your choice regarding personal accident insurance (whether you already have coverage or wish to be referred to a provider). This information is used solely to ensure compliance with legal obligations and to offer you relevant recommendations. We do not share this data with third parties except as required by law (e.g., for government audits).
Malay (Bahasa Melayu):
Maklumat PERKESO / Insurans
Sekiranya anda mendaftar sebagai runner, kami mungkin mengumpul dan menyimpan nombor keahlian PERKESO serta bukti sumbangan aktif anda (untuk tujuan pengesahan). Kami juga mungkin merekodkan pilihan anda mengenai insurans kemalangan peribadi (sama ada anda sudah mempunyai perlindungan atau ingin dirujuk kepada pembekal insurans). Maklumat ini digunakan semata-mata untuk memastikan pematuhan terhadap kewajipan undang-undang dan untuk memberikan cadangan yang relevan. Kami tidak berkongsi data ini dengan pihak ketiga kecuali jika dikehendaki oleh undang-undang (contohnya, untuk audit kerajaan).
18. FINAL NOTE
This Privacy Policy is prepared in compliance with the Personal Data Protection Act 2010 (Act 709) of Malaysia. We may update it from time to time.
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End of Privacy Policy