Privacy Policy

This Privacy Policy explains how Lantiex (Pty) Ltd (“Lantiex”, “we”, “us”, “our”) collects, uses, shares, and protects personal information when you use the Novo customer mobile application and related services (together, the “App”).

Lantiex developed, owns, and controls the Novo platform. Novo is an on-demand vehicle-services marketplace in South Africa. We connect you with nearby independent workshops. We do not sell your personal information to anyone.

This Policy is intended to comply with the Protection of Personal Information Act 4 of 2013 (“POPIA”) and, where applicable, Apple App Store and Google Play requirements. If you do not agree with this Policy, please do not use the App.

1. Who we are

Responsible party (developer, owner, and operator of the Novo platform):

Lantiex (Pty) Ltd
South Africa
Email: support@lantiex.com
Website: https://lantiex.com

Privacy and support requests: support@lantiex.com

Novo policy pages: https://lantiex.com/novo/privacy-policy/
https://lantiex.com/novo/terms-of-service/

If you need our registered office address or company registration number for a formal POPIA request, email support@lantiex.com and we will provide them.

2. Scope

This Policy applies to the Novo customer App (iOS and Android), including account creation, service requests, live tracking, receipts, support chat, and in-app offers.

It does not apply to:

• independent workshops you are matched with (they have their own practices once they attend your vehicle);
• third-party websites or apps you open from an in-app offer or link;
• the separate Novo Workshop app used by service providers.

By creating an account or using the App, you acknowledge that we will process your personal information as described here.

3. Information we collect

We only collect information we need to run Novo safely and to provide the service.

3.1 Account and identity

• Full name
• Mobile number (South African numbers, stored in international format)
• Optional email address, if you add one in Personal details
• A technical login identifier derived from your mobile number (used only so you can sign in with phone and password, and so we can send a password-reset email)
• Account identifiers (Firebase user ID)
• Password (stored by our authentication provider; we do not store your password in readable form)
• Default payment-method preference (for example cash, card on arrival, or PayShap). We do not collect or store card numbers, CVV codes, or bank PINs in the App
• Marketing preferences (email, SMS, in-app offers)
• Account status (including whether the account is suspended, onboarding is complete, or deletion has been requested)

3.2 Driver’s licence and identity verification

To create an account you must scan the PDF417 barcode on a valid South African plastic driver’s licence. We use the camera only to read that barcode. We do not upload or keep a photograph of your licence.

From the barcode we process:

• surname and initials
• identity number
• gender (if present on the licence)
• licence number
• licence valid-from and valid-to dates
• licence issue number
• country of issue of the licence and of the identity document
• an encrypted barcode payload (hex) used to decode and verify the licence

Your entered first name and surname must match the licence. We reject expired, not-yet-valid, incomplete, or non-South African licences. Using an invalid, expired, or illegal licence can result in a permanent ban.

This identity information is special / sensitive personal information under POPIA. We collect it only to verify that you are a real, licensed driver and to keep the marketplace safe for you and for workshops.

3.3 Vehicles

Vehicles you add, including make, model, optional year and engine version, and number plate.

3.4 Locations

• GPS coordinates and a reverse-geocoded address when you use “current location” (with your permission)
• Addresses you search for (Places search is limited to South Africa)
• Saved places you choose to store (for example Home or Work), including label, address, and coordinates
• The service location (address and coordinates) for each request

Location is required to find nearby workshops, check coverage, send help to the right place, and show live tracking.

3.5 Service requests and jobs

When you request help we store:

• service type and the options you selected (for example tyre size)
• vehicle used for that job
• pickup / service location
• your name and phone number (so the matched workshop can reach you)
• timestamps and job status (searching, matched, on the way, arrived, in progress, work done, completed, cancelled, expired, unavailable)
• workshop quote, promo code and discount if applied, chosen payment method, and payable total
• matched workshop name, phone, rating snapshot, and estimated arrival time
• your aggregate customer rating (stars only), which may be shown to workshops
• whether you have rated the workshop

During an active job we also store live technician location (latitude, longitude, heading) so you can track help on the map. We request a driving route and ETA between the technician and your location.

After completion we keep a receipt (service, date, location, vehicle, workshop, payment method, totals, promo if any).

3.6 Support, feedback, and appeals

Messages you send in Help, Feedback, or tickets, including topic, message text, optional email, linked order ID, and chat history with Novo support. Safety-related topics may be treated as higher priority.

If your account is suspended and you appeal by email, the appeal may include your name, phone, account ID, and, if you send them, identity or licence numbers.

3.7 Notifications

If you allow notifications, we store a device push token so we can send job updates (workshop accepted, on the way, arrived, and similar). Job updates about an active request are sent even if you have turned off marketing.

3.8 Device, usage, and diagnostics

• App opens and in-app screen views (Firebase Analytics), used to understand that the App is being used and to improve it
• Language preference (English or Afrikaans), stored on your device
• Whether you have seen the permissions intro and language welcome
• Whether we have already asked you to rate Novo in the App Store or Play Store
• Incomplete sign-up progress on your device (accepted terms, phone, decoded licence) until registration is finished, then it is cleared
• Cached images for in-app offers, stored on your device

We do not use Crashlytics or similar crash-reporting SDKs in the customer App today.

3.9 Offers

In-app “Offers for you” cards (image, title, link) that we publish. Opening an offer link may take you to an external site. Promo codes and your redemption count per promo are stored so limits can be applied.

3.10 Information we do not collect

• card numbers, CVV, or full bank account details in the App (you pay the workshop on arrival)
• photos or video of your licence (barcode scan only)
• contacts, photos library, microphone, or precise advertising IDs for selling ads
• payment-wallet balances (wallet / saved cards are not offered in this version)

4. How we collect it

• Directly from you (sign-up, profile, vehicles, saved places, requests, ratings, support, marketing toggles)
• From your device (location, camera for the licence barcode, push token, language, local preferences)
• From our licence-decode service when we decrypt the barcode payload
• From Google Maps / Places / Geocoding / Directions when you search an address, we convert GPS to an address, or we draw a live route
• From workshops and our systems during matching, quoting, tracking, and completion
• Automatically via Firebase Authentication, Realtime Database, Cloud Functions, Cloud Messaging, Analytics, and Remote Config

5. Why we use it

We use personal information to:

• create and secure your account (phone OTP, password login, password reset)
• verify your identity and driver’s licence
• show services available in your area and match nearby workshops
• fulfil requests: notify workshops, share what they need to attend your vehicle, show quotes, confirm how you will pay on arrival, track the technician, and issue receipts
• send operational notifications about an active request
• send marketing only where you have not opted out (email, SMS, in-app)
• apply promo codes and prevent misuse
• provide support chat and handle appeals
• keep the marketplace safe (including suspensions and bans for licence or conduct violations)
• measure App usage and improve Novo
• load maps, coverage, and configuration (including map keys via Remote Config)
• comply with law, enforce our Terms, and protect Lantiex, users, and workshops
• process account-deletion requests

POPIA justifications we rely on include: entering into and performing a contract with you; consent (marketing, optional email, notifications, camera); legitimate interests in safety, fraud prevention, and improving the App; and legal obligations.

6. We do not sell your data

We do not sell, rent, or trade your personal information to third parties for their own marketing or any other commercial sale of data.

We also do not share your personal information with third parties for their independent advertising. In-app offers are published by us.

7. Who we share information with

We share information only as needed to operate Novo.

7.1 Independent workshops

When you request a service, the matched workshop receives information needed to do the job, including your name, phone number, service location, vehicle details, service type and options, and your star rating. They do not receive your identity number, licence barcode, or password through the request.

Workshops are independent businesses. Once they have your details for a job, they must handle them lawfully. Lantiex is not responsible for a workshop’s own privacy practices beyond the job.

7.2 Service providers (operators)

We use operators who process data on our instructions, not for their own sale of your data:

• Google Firebase / Google Cloud (Authentication, Realtime Database, Cloud Functions, Cloud Messaging, Analytics, Remote Config). Some processing may occur outside South Africa, including the United States (our callable functions currently run in us-central1)
• Google Maps, Places, Geocoding, and Directions, to search addresses in South Africa, show maps, reverse-geocode GPS, and calculate routes and ETAs
• Apple or Google, if you use their in-app review or app-update prompts
• Our own licence-decode service (api.licence.lantiex.com), which receives the encrypted barcode payload solely to return the identity fields listed in section 3.2

These providers may process data under their own terms and privacy notices. We require them to use it to provide their service to us, not to sell your Novo data.

7.3 Lantiex support and operations

Lantiex staff can access account, request, and support information to run Novo, handle tickets, safety issues, and deletion requests.

7.4 Legal and safety

We may disclose information if required by law, a court, or a regulator, or if we reasonably believe it is necessary to protect someone’s safety, prevent crime or fraud, or enforce our Terms.

7.5 Business transfer

If Lantiex is involved in a merger, sale, or restructuring, personal information may transfer to the successor as part of that transaction, still subject to this Policy or an equivalent policy.

8. International transfers

The App is for use in South Africa. Some operators (including Google) store or process data outside South Africa. Where we transfer personal information abroad, we do so to provide the App, and we rely on appropriate POPIA conditions for cross-border processing, including that the recipient is subject to a law, binding corporate rules, or agreement that provides an adequate level of protection, or that the transfer is necessary to perform our contract with you (for example authentication, database, maps, and notifications).

9. Retention

We keep information only as long as needed for the purposes above, including legal, safety, and dispute needs.

• Account and licence-verification data are kept while your account is active
• Service requests, receipts, ratings, and promo usage are kept to show your Activity history and to run the marketplace
• Support tickets are kept to handle and record your queries
• If you request deletion: you must request it in the App (it is not automatic). You cannot request deletion if you used a Novo service in the last 7 days. After we accept a request, we keep the data for 3 months, then delete it. You may keep using Novo until the request is processed
• On-device sign-up drafts are cleared when registration completes
• Push tokens are updated while you use the App on that device

We may retain limited information after deletion if we must (for example to record a ban, complete an unfinished job, or meet a legal duty).

10. Security

We use technical and organisational measures appropriate to the sensitivity of the data, including encrypted transit, authenticated access, hashed passwords via our authentication provider, and access limited to those who need it.

No method of transmission or storage is completely secure. Please keep your phone and password confidential.

11. Your choices and rights

You can:

• view and update name, phone, and email in Personal details
• add or delete vehicles and saved locations
• turn marketing email, SMS, and in-app offers on or off in Communication (job updates for an active request still go out)
• allow or deny location, camera, and notifications in your device settings (some features will not work without location or a licence scan)
• rate a workshop after a job
• chat with Novo support
• request account deletion in the App, subject to the 7-day and 3-month rules above

Under POPIA you may also request access to your personal information, correction of inaccurate information, destruction or deletion where we are no longer entitled to keep it, and to object to certain processing (including direct marketing).

To exercise these rights, email support@lantiex.com from the number or email on your account. We may need to verify it is you.

You may lodge a complaint with the Information Regulator (South Africa):
Website: https://inforegulator.org.za
Email: complaints.IR@inforegulator.org.za

12. Children

Novo is not directed at children. You must hold a valid South African driver’s licence and be able to enter a binding contract. We do not knowingly create accounts for children. If you believe a child has used Novo, contact support@lantiex.com and we will take appropriate steps.

13. Marketing

On sign-up, marketing email, SMS, and in-app offers default to on. You can turn any of them off in Profile → Communication at any time. We will not send marketing through a channel you have switched off. This does not affect transactional messages about your account or an active request.

14. Changes

We may update this Policy. The “Last updated” date will change. Material changes will be notified in the App or on this page. Continued use after an update means you accept the revised Policy.

15. Contact

Questions about privacy or this Policy:
support@lantiex.com
https://lantiex.com