Welcome to the BITE privacy policy
Your privacy matters to us. This policy explains how BITE collects, uses, shares and protects your personal information when you use the BITE app or website, in line with the Protection of Personal Information Act (POPIA). Riders, restaurants and sales reps should read our Partner privacy notice.
Who we are
BITE ZA is a trading name of Kryptech Systems (Pty) Ltd, registration number 2019/230026/07, 188 Bailey Road, Durban North, 4340. We are the responsible party for your personal information. You can contact our Information Officer at privacy@biteapp.co.za.
What personal information we collect and receive
- Information you give us: your name, phone number, email address, delivery addresses, gate codes and delivery notes, and what you tell us in chats, reviews and support requests.
- Information from your orders: what you order, from whom, when, and how you paid. We receive a token for your card from our payment provider, never your full card number.
- Information from your use of BITE: your wallet, BITE+ and rewards activity, ratings, and proof-of-delivery photos taken at your door.
- Information from your device: app version, crash reports and basic device information.
BITE is for people aged 18 and older. We don't knowingly collect information about children.
Why do we need to process your personal information?
We use your information to create and manage your account, process and deliver your orders, take payment, give refunds, provide customer support, keep BITE safe and prevent fraud, improve our service, and meet our legal duties. We do this to perform our agreement with you, to comply with the law, for our legitimate interests, or with your consent.
Direct marketing
As a BITE customer you get deals and offers from BITE and restaurants on BITE by push notification and email. You're told this when you sign up, and you can switch them off then or at any time in the app (Account → Notifications) or using the link in any message. Order updates and sign-in codes aren't marketing and always come through.
User tracking and cookies
We use cookies and similar tools that our website and apps need to work and to keep you signed in. We also use analytics tools to understand how people use BITE, so we can fix problems and improve the service. These show us patterns of use, not who you are, and we don't use them for advertising. You can control cookies in your browser settings.
Who we share your personal information with?
- Restaurants, so they can prepare your order.
- Riders, so they can deliver it.
- Service providers who help us run BITE, such as cloud hosting, payments, messaging, maps and app monitoring. They may use your information only on our instructions and must keep it secure.
- Authorities, where the law requires it.
We never sell your personal information.
Retention and restriction of records
We keep your information only for as long as we need it for the reasons above, or as long as the law requires, for example financial records under tax law. Information linked to an open dispute or support request is kept until it's resolved. After that, we delete or de-identify it.
Sending your personal information outside South Africa
Some of our service providers store or process information outside South Africa. We only send it to countries with adequate data protection laws, or to providers bound by agreements that protect it to the same standard as POPIA (section 72).
Securing your personal information
We use technical and organisational measures to protect your information, including encryption and access controls. If we believe your information has been accessed without authorisation, we'll tell you and the Information Regulator as soon as reasonably possible.
Responsible AI use statement
BITE uses an AI-powered chat assistant to help answer support questions quickly. To help you, it may use your account and order details. It is provided by a service provider bound by an agreement to keep your information secure and confidential.
- You can ask to speak to a person at any time.
- The AI assistant never makes final decisions about refunds, account suspensions or anything else with a legal or significant effect on you. A person at BITE does.
- Don't share card numbers or passwords in the chat.
- We only use AI providers that don't use your information to train their general AI models.
Know your rights
You have the right to ask what information we hold about you, to have it corrected or deleted, to object to its use for marketing, and to withdraw consent. Use the Request my data and Delete my account pages, or email privacy@biteapp.co.za.
How to lodge a complaint with the Information Regulator
If you're unhappy with how we've handled your information, please contact our Information Officer first. You may also complain to the Information Regulator through its website, inforeg.org.za.