Privacy Policy

This Policy explains what information Novara Logistics ("Novara") collects, what it uses it for, who it shares it with, and what you can ask us about it. It covers the website, the Android mobile app and the mailbox, transport and delivery service to Panama.

Novara Logistics is operated by Juan Andrés Mendoza Ibarra, RUC 8-NT-2-773497, who is the controller of your data.

For questions about this Policy or to exercise your rights, write to [email protected].

1. What data we collect

Customer profile. When you open your account we record your name, email, phone or WhatsApp number, the province and district where you receive packages, and how you heard about Novara. We also record whether the account is personal or for a company: in the second case we keep the company name and its RUC.

Your shipments. The pre-alerts you register (carrier, store tracking number and a description of the contents), the origin hub of each package, its status and any incident it has.

Proof of receipt. A photo, the weight and, where applicable, the dimensions of every package we receive at the origin mailbox.

Billing. The breakdown of charges for each shipment and the payment records that operations and accounting need.

Device data, only if you use the app. To send you push notifications, the operating system assigns the app a device identifier (a notification token). We store it linked to your account while notifications are enabled. It is not an advertising identifier and we do not use it to profile your behaviour.

Enquiries and quotes. Your name, email, company and the message you send us through the form, by email or on WhatsApp.

Technical site data. Basic browsing information needed to run the site and protect it from abuse.

2. What we use each piece of data for

• Opening and running your mailbox, and receiving, recording, transporting and delivering your packages.
• Showing you the status of each shipment and its proof of receipt.
• Calculating and charging the service fees.
• Notifying you about your packages and answering your questions.
• Meeting legal, tax and accounting obligations, and those the authorities require to transport and import goods.
• Keeping the service secure and preventing fraudulent use.

3. WhatsApp notices and push notifications

We keep you posted on your packages through two channels, and neither is required to use the service:

• WhatsApp. We write to the number you register only if you agreed to receive these notices. They are messages about your shipments and your account, not third-party advertising. You can withdraw that consent at any time by replying in the chat or writing to our contact address.
• Push notifications in the Android app. They are enabled when you grant the operating system permission. You can turn them off at any time in your phone settings; when you do, we stop using the device identifier to send them.

If you turn both off, you can still see the status of your shipments on the site and in the app, and we will email you when it is needed to provide the service.

4. Public tracking

Tracking on this site shows only the status of the shipment linked to a tracking code, for example the origin hub and the stage it is at. It does not show names, addresses, phone numbers or any other personal data.

5. Who sees your data inside Novara

Only Novara staff who need the data to do their job, and only the part their task requires:

• Operations at origin and in Panama: the package data and the details of the customer it belongs to, in order to receive, consolidate and deliver it.
• Customer support: your profile and your shipment history, in order to answer you.
• Administration: billing and payment records.

Access is granted by role and withdrawn when a person no longer needs it.

6. Who we share it with outside Novara

We work with providers that process data on Novara's behalf, following our instructions and bound by confidentiality. They fall into these categories:

• Transport and handling at origin: the company that runs the origin warehouse and moves the cargo to Panama.
• Platform hosting: the infrastructure that runs the site, the API and the database, and stores the receipt photos.
• Email: the service that delivers the messages we send you.
• Notifications: the operating system's messaging service that delivers push notifications to your phone.

We also provide information to authorities when the law requires it for the transport, import or inspection of goods.

We do not sell your personal information and we do not share it for third-party advertising.

7. Opening packages

When cargo arrives consolidated and it is not possible to tell which piece belongs to whom, the package is opened to determine it. This is an identification check, not an inspection of the contents for any other purpose, and only operations staff carry it out.

8. How long we keep data

Once the period is over, the data is deleted or anonymised.

9. Your rights

At any time you can ask us to give you access to your data, to correct anything wrong or incomplete, to delete it, or to withdraw a consent you gave us. Write to [email protected] from your account email, or from another address giving your name and phone number so we can verify the request comes from you.

These rights and this Policy are governed by Law 81 of 26 March 2019 on personal data protection of the Republic of Panama and its implementing regulation.

10. How to delete your account and your data

To delete your Novara account, including the one you use in the Android app, write to [email protected] with the subject "Delete my account", from your registered email or giving your name and phone number. No phone call or office visit is required.

What we do. We verify the request comes from you, close the account and delete your profile, your pre-alerts, the proof of receipt of your packages, your device identifier and your notification history.

How long it takes. We confirm we received the request and process it within a reasonable time; other than in exceptional cases, within 30 days, and we let you know when it is done.

What is kept. The billing records and import documents that tax, accounting and customs rules require us to keep. They are put beyond commercial use and deleted once that legal period expires. If you have a package in transit or an outstanding charge, we complete that shipment before closing the account.

11. Security

We apply reasonable technical and organisational measures to protect your information against unauthorised access, loss or alteration: encryption in transit, role-based access control and backups.

12. Minors

The service is not aimed at minors and we do not knowingly collect their data.

13. Changes to this Policy

We may update this Policy. The current version is published on this page with its last updated date, and material changes are announced through the service channels.

14. Contact

Novara Logistics — Juan Andrés Mendoza Ibarra, RUC 8-NT-2-773497 · [email protected] · Panama City, Panama.