Privacy & Security Policy

Last Updated: June 2026

At Load Souq, we are committed to protecting your privacy and ensuring you have a positive experience on our platform. This Privacy Policy outlines how we collect, use, and safeguard your information when you use our freight and logistics platform connecting Shippers, Drivers, and Admins.

1. Information We Collect

We collect the following information: (a) Information you provide directly: full name, phone number, vehicle details (including registration number, vehicle type, and vehicle length for Drivers), load details (for Shippers and Admins), and role designation. (b) Authentication information: phone number used for OTP-based login via Firebase Phone Authentication. (c) Location data: real-time GPS location of Drivers during active shipments. (d) Media: profile photos and load images uploaded by users for verification. (e) Device information & Crash reports: device type, operating system, and performance metrics collected via Firebase Analytics and Firebase Crashlytics to optimize system stability. (f) Admin Activity & Analytics Logs: records of loads created or canceled by Admin accounts, dashboard metrics aggregates, and notification setups for system monitoring.

2. How We Use Your Information

We use your information to: (a) Provide and operate our freight matching and dispatch services between Shippers, Admins, and Drivers. (b) Enable Shippers and Admins to post, manage, and cancel eligible loads, and allow Drivers to browse and offer on available freight. (c) Provide automated, real-time alerts to Admin accounts upon new load creations to expedite delivery matching. (d) Populate the Admin dashboard metrics (total drivers, active loads, delivered loads, and pending loads) for internal logistics tracking and quality management. (e) Facilitate real-time shipment tracking for Shippers and Admins during active deliveries. (f) Enable in-app calling and messaging between Drivers and the corresponding cargo manager (Shipper or Admin) after a load is accepted. (g) Comply with applicable legal, safety, and regulatory frameworks.

3. Phone Authentication

Load Souq uses phone number-based authentication via Firebase Phone Auth. When you register or log in, a one-time password (OTP) is sent to your phone number via SMS. We do not store your OTP. Your phone number is used as your unique identifier on the platform and is visible to the matching operational party only after a load is accepted. Admin accounts are identified and authenticated using their verified phone number as the primary key in our database architecture.

4. Admin Access & Data Visibility

Admin accounts possess elevated privileges required to coordinate logistics and monitor platform integrity. Drivers and Shippers acknowledge and agree to the following data access parameters: (a) Driver Profile Transparency: Authorized Admins have immediate read access to full Driver identity profiles—specifically including driver name, verified phone number, vehicle number, vehicle type, and vehicle length—to process assignments, verify capacity limitations, and troubleshoot delivery failures. (b) Operational Controls: Admins can create new loads within the platform. All load cancellations executed by an Admin are restricted strictly to the loads created by that individual Admin's account (createdByAdminId). The platform systematically blocks any cancellation requests for loads that are currently marked as ongoing or delivered to preserve transactional integrity and driver tracking histories. (c) Dashboard Processing: Individual driver status and load status metrics are parsed dynamically to supply aggregated statistics to the Admin Dashboard screen. (d) Activity Log Pinning: All load creations and valid cancellations executed by an Admin are labeled with that Admin's unique identifier and logged securely in our persistent databases for strict compliance auditing. (e) Strict Security Safeguards: Admins are contractually and systematically restricted from exporting, selling, or using this corporate operational data for any marketing or external third-party utility.

5. Admin Audit Trail

Every system command executed by an Admin account is archived inside our platform logs: (a) Load operations (creation and eligible cancellation updates) are permanently cataloged with an unalterable timestamp, the Admin ID, and the relevant customer profile references. (b) Audit records are maintained for a minimum of 24 months to satisfy legal obligations. (c) Attempts to circumvent, delete, or alter these compliance logs will result in immediate termination of platform privileges and may lead to criminal liability.

6. Location Data

Load Souq collects real-time GPS location data from Drivers during active shipments. This data is: (a) Shared with the specific Shipper whose cargo is currently assigned to the Driver. (b) Visible to Admins on demand to monitor transit, verify delivery status, and handle operational support. (c) Used strictly for shipment tracking purposes and under no circumstance shared with external advertising or data-broker entities. (d) Collected only while the application is processing an ongoing shipment.

You can adjust location permissions through your device settings, though blocking access will prevent the app from receiving active load matches.

7. Media & File Storage

Profile photos and load images uploaded by users are stored securely on Firebase Storage. This media is used exclusively to verify driver identity and assess cargo conditions. Admins may review uploaded media for validation purposes. Users retain the ability to request file removal through proper in-app account deletions.

8. In-App Communication

Load Souq provides structured in-app calling and messaging features to bridge communication gaps. Phone numbers are utilized solely to establish secure links between a Driver and the managing entity (Shipper or Admin). We do not record or intercept the text or audio content of calls.

9. Data Protection

We implement industry-standard security boundaries to prevent unauthorized breaches: (a) Firebase App Check to block fraudulent API traffic. (b) Strict Cloud Firestore Security Rules ensuring users can access only their authorized datasets, with granular controls defining Admin permissions. (c) Encrypted data transmissions utilizing secure HTTPS protocols. (d) Mandatory multi-factor or role-based authentication setups to isolate Admin operations from consumer entry points.

Please note that while we use rigorous tools, no computing platform over the web is completely impenetrable.

10. Sharing Your Information

We do not sell your personal data. We disclose specific platform inputs only in these circumstances: (a) Between the active transport stakeholders (Driver, Shipper, and Admin) to coordinate cargo handoff. (b) With Google Firebase as our core hosting and infrastructure service provider. (c) With legal or judicial authorities when required by a valid court order or statutory mandate.

11. Admin Account Security

Admins bear personal responsibility for safeguarding platform endpoints. Load Souq enforces strict protocols: (a) Admins must never reveal SMS OTP codes or permit external individuals to share their console view. (b) Admins must immediately log off active sessions when working on shared devices. (c) Corporate dashboard exposures or suspicious account access must be reported instantly to support@loadsouq.com.

12. Your Privacy Rights

You have the right to: (a) Request visibility regarding the personal records we hold under your profile. (b) Update obsolete or inaccurate database fields. (c) Request account termination and total deletion of user records (excluding mandatory Admin compliance records). (d) Rescind active tracking configurations.

To assert these consumer rights, submit a formal ticket to: privacy@loadsouq.com

13. Children's Privacy

Load Souq is a professional freight and logistics app intended exclusively for adult users. We do not deliberately register or gather metrics from minors under 18 years of age. Accounts identified as belonging to minors will be permanently deleted without notice.

14. Data Retention

User files and personal metrics remain active as long as the user account exists. Logistical history records are filed away for up to 12 months to satisfy auditing claims. System compliance data, including Admin actions and operational audit sheets, are retained for 24 months regardless of account deletion statuses.

15. Third-Party Services

Load Souq interfaces with trusted vendor SDKs operating under their independent privacy structures: (a) Firebase (Google) — Auth, Database, Storage, Analytics, Crashlytics, App Check. (b) Google Maps APIs — for routing and geolocating functions.

16. Changes to Privacy Policy

We maintain the authority to revise this Privacy Policy to ensure alignment with platform developments or international law changes. Users will receive alerts inside the application window upon material updates. Continued use of the platform constitutes legal agreement with revised provisions.

17. Contact Us

For privacy concerns, data inquiries, or account remediation requests, utilize our official support channels: Email: privacy@loadsouq.com

Support: support@loadsouq.com

Address: Islamabad, Pakistan