Privacy Policy
1. Who We Are
This Privacy Policy is issued by KSENZ GLOBAL LIMITED ("KSENZ", "we", "us" or "our"), a company incorporated in the Hong Kong Special Administrative Region with its registered office at:
Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong S.A.R.
KSENZ operates a global logistics orchestration platform that connects freight forwarders, carriers, fulfilment partners, businesses and individuals across continents. KSENZ GLOBAL LIMITED is the data controller (data user, within the meaning of the Hong Kong Personal Data (Privacy) Ordinance) of the personal data described in this Policy.
2. Scope of This Policy
This Policy explains how we collect, use, disclose, transfer, store and protect personal data when you use:
- our website at ksenz.com (the "Website");
- our mobile applications published on the Apple App Store, Google Play or other distribution platforms (the "Apps");
- our application programming interfaces, developer tools and partner integrations (the "API"); and
- our logistics orchestration, freight forwarding, parcel collection, parcel returns and related services (together with the Website, Apps and API, the "Services").
By using the Services you acknowledge the practices described in this Policy. If you do not agree, please do not use the Services.
3. Personal Data We Collect
3.1 Data you provide to us
- Identity and contact data — name, company name, postal address, email address, telephone number, and similar identifiers provided when you contact us, register an account, or enter into a partnership or service agreement.
- Account data — login credentials, account preferences, and settings for the Apps, the API or the platform.
- Shipment and logistics data — sender and recipient names and addresses, parcel and consignment details, customs declarations, tracking references, collection and delivery instructions, and return details. Shipment data may include personal data of third parties (for example, recipients); if you provide such data you confirm that you are entitled to do so.
- Business and compliance data — company registration details, tax or customs identifiers, and information reasonably required for trade-compliance screening and for the prevention of fraud or illegal shipments.
- Communications — messages submitted through our contact form, support requests, and correspondence with our team.
3.2 Data collected automatically
- Device and technical data — IP address, browser type, operating system, device identifiers, app version, language and time-zone settings, and crash or diagnostic logs.
- Usage data — pages viewed, features used, API request metadata, and interaction events within the Apps and the platform.
- Location data — approximate location derived from IP address; and, in the Apps, precise device location only where you grant permission through your device settings (used, for example, for parcel collection, pick-up coordination and route features). You may withdraw this permission at any time in your device settings.
3.3 Payment data
Where payments are made for the Services, payment card and bank details are collected and processed directly by our regulated payment service providers (which may include providers such as Stripe and Airwallex) under their own terms and privacy policies. KSENZ does not store full payment card numbers; we receive only confirmation of payment, limited transaction metadata and, where applicable, the last digits of a card for reference. Our payment providers are certified to applicable industry standards, including PCI DSS.
3.4 Data from third parties
We may receive personal data from logistics partners in our network (for example, carrier tracking events), from business partners who use our Services to ship to you, and from publicly available business registers used for verification.
4. How We Use Personal Data
We use personal data for the following purposes and, where applicable law requires a legal basis, on the bases indicated:
- To provide the Services — orchestrating shipments, collections, returns and forwarding; operating accounts, the Apps and the API; providing tracking and notifications (performance of a contract).
- To operate and improve our technology — route optimisation and planning (including AI-assisted processing of shipment and network data), service analytics, debugging and capacity planning (legitimate interests in operating and improving the Services).
- To communicate with you — responding to enquiries submitted through our contact form, providing service notices and operational updates (performance of a contract; legitimate interests).
- To process payments and prevent fraud — facilitating payment through our payment providers, detecting fraudulent or abusive activity (performance of a contract; legitimate interests; legal obligation).
- To comply with law — customs, export-control, sanctions, tax, accounting and other legal obligations applicable to international logistics (legal obligation).
- With your consent — for optional features such as precise location in the Apps, or marketing communications where consent is required. You may withdraw consent at any time.
We do not use personal data for automated decision-making that produces legal or similarly significant effects on individuals without human involvement.
5. How We Share Personal Data
We do not sell personal data, and we do not share personal data with third parties for their own advertising purposes. We share personal data only as follows:
- Logistics partners — carriers, freight forwarders, customs brokers, collection and delivery partners in our global network, to the extent necessary to perform the shipment, collection, return or forwarding you have requested.
- Payment service providers — to process payments, refunds and payouts.
- Service providers — hosting, cloud infrastructure, communications, analytics and customer-support providers acting on our instructions under contractual confidentiality and data-protection obligations.
- Professional advisers and authorities — where required by law, regulation, customs or border authorities, court order, or to establish, exercise or defend legal claims.
- Corporate transactions — in connection with a merger, acquisition, restructuring or sale of assets, subject to appropriate safeguards.
6. International Transfers
KSENZ operates a trans-continental network. Personal data may be transferred to, stored in and processed in jurisdictions other than the one in which you reside, including Hong Kong S.A.R. and the countries in which our logistics partners and service providers operate. Wherever personal data is transferred, we take reasonable steps to ensure it receives a level of protection consistent with this Policy and applicable law, including the use of contractual safeguards with recipients (such as standard contractual clauses where required).
7. Data Retention
We retain personal data only for as long as necessary for the purposes described in this Policy, including:
- Shipment and transaction records — for the period required by customs, tax, accounting and transport regulations (typically up to seven years);
- Account data — for the life of the account and a reasonable period thereafter;
- Enquiry correspondence — for up to twenty-four months after the matter is closed;
- Technical logs — typically up to twelve months.
When personal data is no longer required, we delete it or irreversibly anonymise it.
8. Security
We implement appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss or destruction, including encryption in transit, access controls, least-privilege practices, and contractual security obligations on our processors. No method of transmission or storage is completely secure; we cannot guarantee absolute security, but we review and improve our safeguards on an ongoing basis.
9. Your Rights
Subject to applicable law (including the Hong Kong Personal Data (Privacy) Ordinance and, where it applies to you, the EU/UK General Data Protection Regulation or comparable legislation), you have the right to:
- Access the personal data we hold about you and receive a copy;
- Correct inaccurate or incomplete personal data;
- Delete your personal data and, where applicable, your account (see Section 10);
- Restrict or object to certain processing, including processing based on legitimate interests and direct marketing;
- Data portability — receive certain data in a structured, commonly used, machine-readable format;
- Withdraw consent at any time where processing is based on consent, without affecting prior processing;
- Complain to a supervisory authority, including the Office of the Privacy Commissioner for Personal Data, Hong Kong.
To exercise any of these rights, contact us through the contact form on our website. We will respond within the period required by applicable law and may ask you to verify your identity before acting on a request.
10. Account and Data Deletion
If you hold a KSENZ account (including an account created in our Apps), you may request deletion of your account and associated personal data at any time:
- through the account-deletion option within the App, where available; or
- by submitting a request through the contact form on our website.
Upon a verified request we will delete your account and associated personal data, except for data we are legally required to retain (for example, shipment, customs and transaction records), which will be retained only for the mandated period and then deleted.
11. Children
The Services are intended for business users and adults. They are not directed at children under 16, and we do not knowingly collect personal data from children under 16. If you believe a child has provided us personal data, please contact us and we will delete it.
12. Cookies and Similar Technologies
Our Website is designed to be minimal in its use of cookies:
- Strictly necessary cookies — a session cookie may be set when you use the contact form, solely to protect the form against abuse. It is not used for tracking and expires at the end of your session.
- Third-party resources — the Website loads fonts from Google Fonts; your browser's request for these files is subject to Google's privacy policy.
We do not use advertising cookies or cross-site tracking on the Website. If our use of cookies changes, this Policy will be updated and, where required, your consent will be requested. Our Apps may use local storage and device identifiers as described in Section 3.2 and in the applicable app-store privacy disclosures.
13. Third-Party Links and Services
The Services may contain links to third-party websites or interoperate with third-party services (including app stores and payment providers). Those third parties operate under their own privacy policies, and we are not responsible for their practices.
14. Changes to This Policy
We may update this Policy from time to time to reflect changes in our Services, technology or legal requirements. The "Last updated" date at the top of this page indicates the latest revision. Material changes will be notified through the Website or the Apps. Continued use of the Services after changes take effect constitutes acknowledgement of the updated Policy.
15. Contact Us
For any question, request or complaint regarding this Policy or our handling of personal data, please contact KSENZ GLOBAL LIMITED:
- via the contact form at ksenz.com; or
- by post: Data Privacy Officer, KSENZ GLOBAL LIMITED, Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong S.A.R.