Welcome to SoftBillsHub. We are committed to protecting your privacy and ensuring that your personal information is handled securely and responsibly. This Privacy Policy explains how we collect, use, store, and protect your information when you use our website, our mobile application, and our services.
This policy applies to the SoftBillsHub website and to the SoftBillsHub mobile app for iOS and Android. By creating an account or using our services, you agree to the practices described here.
2. Information We Collect
Account information
Full name
Email address
Phone number
Account login credentials and transaction PIN
Referral code, where one is used
Transaction information
Wallet balance, funding records and transaction history
Details of the services you buy, such as the phone number recharged, meter number, smartcard number or order reference
Bank account details you enter for transfers, and saved beneficiaries
Gift card order details and any card images you upload when selling a gift card
Identity verification (KYC) information
Before you can use certain regulated features, such as bank transfers, we are required to verify your identity. For this we collect:
Your National Identification Number (NIN) and Bank Verification Number (BVN)
Your name, gender, date of birth and phone number as registered with those records
A photograph of one identification document you upload: NIN slip, national ID card, international passport or voter's card
A selfie captured during the in-app face check, together with basic technical signals from that check
The records returned by our verification partner for the NIN and BVN you provide, which may include the registered name, date of birth, gender, phone number and photograph held by the issuing authority
Your submission, and the results of these checks, are reviewed by authorised members of our team before your account is verified. We do not use automated decision-making alone to approve or reject verification.
Device and technical information
Device model, operating system and app version
IP address, approximate location derived from it, and usage data
Push notification token, so we can send you transaction alerts
Browser details and cookies, when you use our website
Communications
Messages you send us through support channels, and our replies, including any screenshots or documents you choose to share with us.
3. Mobile App Permissions
The app asks for the following device permissions. You can refuse or withdraw any of them in your device settings, though some features will not work without them.
Camera — to take the face-check selfie during identity verification, and to photograph your ID document or gift cards. Images are only captured when you start that action.
Photo library — only to let you choose an existing photo of an ID document or gift card. We access only the images you select.
Contacts — only when you tap the contact icon while buying airtime or data. Your contacts are read on your device so you can pick one, and only the phone number you choose is used for that purchase. We do not upload, copy or store your contact list.
Notifications — to alert you about transactions and account activity.
Face ID / fingerprint — used only to unlock the app on your own device. The check is performed by your device's operating system; your fingerprint or face data never leaves your device and is never sent to or stored by us.
4. How We Use Your Information
We use the information we collect to:
Create and manage user accounts
Process transactions and payments
Deliver purchased services
Verify your identity and meet our regulatory obligations
Provide customer support
Prevent fraud, money laundering and unauthorized activities
Send you transaction alerts and service updates
Improve platform functionality and user experience
Comply with legal and regulatory requirements
We rely on the following legal grounds: performing our contract with you, complying with legal obligations, our legitimate interest in keeping the platform safe, and your consent where it is required.
5. Data Security
We implement appropriate technical and organizational security measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction. These include encrypted connections, hashed passwords, a PIN and optional biometric lock on the app, and restricted staff access to verification records.
Identity documents and verification photographs are stored in protected storage that is not publicly accessible, and can be viewed only by authorised staff who review verification submissions. While we strive to protect your data, no method of electronic storage or transmission over the internet is completely secure.
6. Information Sharing
SoftBillsHub does not sell, rent, or trade personal information to third parties.
We may share information with:
Identity verification providers, who check the NIN and BVN you supply against official records
Payment processors, banks and financial service providers, to fund your wallet and complete transfers
Service providers who deliver what you buy, such as telecom, cable TV, electricity, gift card and virtual number partners
Technology providers who host our systems and deliver push notifications on our behalf
Government agencies or regulatory authorities when required by law
Fraud prevention and security partners when necessary
These providers may process data outside Nigeria. Where that happens, we take reasonable steps to ensure your information continues to be protected to a comparable standard.
7. Cookies and Analytics
We may use cookies, analytics tools, and similar technologies to improve website functionality, enhance security, remember user preferences, and analyze platform performance. We do not track you across other companies' apps or websites for advertising.
8. Data Retention
We retain personal information only for as long as necessary to provide our services, comply with legal obligations, resolve disputes, prevent fraud, and enforce our agreements.
Identity verification records, including your NIN, BVN, uploaded document and verification photographs, are kept for the period required by the financial regulations that apply to us. This is generally five years after your relationship with us ends, after which they are deleted or anonymised.
9. Account Deletion
Users may delete their accounts directly within the mobile application or request account deletion through our support channels.
Upon account deletion:
Personal account information will be removed from active systems.
Identity verification documents and photographs are removed from active systems, except where we are required to retain them as described in Data Retention above.
Certain transaction records may be retained where required by law, regulatory obligations, accounting requirements, fraud prevention, or dispute resolution purposes.
10. Your Rights
Under the Nigeria Data Protection Act and other applicable laws, you have the right to:
Request a copy of the personal information we hold about you
Ask us to correct information that is inaccurate or incomplete
Ask us to delete your information, subject to our legal retention obligations
Object to or ask us to restrict certain processing
Withdraw consent where our processing is based on consent
Lodge a complaint with the Nigeria Data Protection Commission
To exercise any of these rights, contact us using the details below. We may ask you to confirm your identity before we act on a request.
11. Children's Privacy
Our services are intended for individuals who are at least 18 years old. We do not knowingly collect personal information from children under the age of 18.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated revision date. Continued use of our services after changes are posted constitutes acceptance of the revised Privacy Policy.
13. Contact Us
If you have any questions regarding this Privacy Policy, your personal information, or you wish to exercise any of your rights, please contact us through our contact page or by email at customercare@softbillshub.com.
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