Privacy policy
Last Updated: 25 June 2026
1. INTRODUCTION
Welcome to FreshX. We are committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how FreshX ("we", "us", "our") collects, uses, stores, shares, and protects your personal information when you use our website, mobile application, and delivery services.
By accessing or using any FreshX platform or service, you acknowledge that you have read, understood, and agree to the terms of this Privacy Policy.
FreshX operates in full compliance with the Personal Data Protection Act 2010 (PDPA) of Malaysia.
2. WHO WE ARE
Company Name: FreshX Logistics Sdn Bhd
Business Address: 21, Jalan Empat, Chan Sow Lin, 55200 Kuala Lumpur, Malaysia
Email: support@freshx.com.my
Phone: +601 2819 6118
Website: www.freshx.com.my
If you have any questions or concerns regarding this Privacy Policy or how we handle your personal data, please contact us at the details above.
3. PERSONAL DATA WE COLLECT
We collect personal data that is necessary to provide our services to you. The types of personal data we collect include:
3.1 Data You Provide to Us
For Merchants:
- Full name and business name
- Business registration number
- Business address and delivery zones
- Contact number and email address
- Bank account details for billing and payment purposes
- Login credentials (username and password)
For Drivers:
- Full name
- MyKad (National ID) number
- Contact number and email address
- Home address
- Driving licence number and vehicle registration details
- Bank account details for payout purposes
- Profile photo
- Login credentials (username and password)
For Website Visitors & General Enquiries:
- Full name
- Email address
- Contact number
- Message or enquiry content
3.2 Data We Collect Automatically
When you use the FreshX platform, we may automatically collect the following data:
- Location data — real-time GPS location of drivers during active deliveries
- Device information — device type, operating system, browser type, and app version
- Usage data — pages visited, features used, time spent on platform, and click behaviour
- IP address — for security and fraud prevention purposes
- Delivery data — pickup and drop-off locations, delivery timestamps, and photo confirmations
3.3 Data From Third Parties
We may receive personal data about you from third parties, including:
- Payment processors and financial institutions
- Identity verification service providers
- Social media platforms, if you choose to connect or log in via social media
4. HOW WE USE YOUR PERSONAL DATA
We use your personal data for the following purposes:
4.1 To Provide Our Services
- Processing and fulfilling delivery requests
- Assigning drivers to delivery orders
- Enabling real-time tracking of deliveries
- Sending delivery status notifications and updates
- Generating photo confirmations and delivery reports
4.2 To Manage Your Account
- Creating and managing merchant and driver accounts
- Verifying your identity and eligibility as a driver
- Processing earnings, withdrawals, and payouts for drivers
- Processing delivery fees and invoices for merchants
4.3 To Improve Our Services
- Analysing usage data to improve our platform, app, and delivery processes
- Conducting surveys and gathering feedback to enhance user experience
- Developing new features and services based on user behaviour and needs
4.4 To Communicate With You
- Responding to enquiries, complaints, and support requests
- Sending important service updates, policy changes, and security alerts
- Sending promotional offers, news, and marketing communications (where you have opted in)
4.5 For Safety & Security
- Verifying driver identity and vehicle details before activation
- Monitoring and preventing fraudulent activity, abuse, and unauthorised access
- Investigating complaints, disputes, and incidents involving our platform
4.6 To Comply With Legal Obligations
- Complying with applicable Malaysian laws and regulations
- Responding to lawful requests from government authorities or law enforcement agencies
- Maintaining records required by law
5. LEGAL BASIS FOR PROCESSING YOUR PERSONAL DATA
Under the Personal Data Protection Act 2010 (PDPA) of Malaysia, we process your personal data on the following legal grounds:
- Consent — where you have given us explicit consent to process your data for a specific purpose
- Contractual necessity — where processing is necessary to fulfil our service agreement with you
- Legal obligation — where we are required by law to process your data
- Legitimate interests — where processing is necessary for our legitimate business interests, provided these do not override your rights and freedoms
6. HOW WE SHARE YOUR PERSONAL DATA
FreshX does not sell your personal data to third parties. We may share your personal data only in the following circumstances:
6.1 With Service Providers
We share data with trusted third-party service providers who assist us in operating our platform, including:
- Payment processors and banking partners
- Cloud hosting and data storage providers
- Identity verification service providers
- Customer support and communication tools
- Analytics and performance monitoring tools
All third-party service providers are contractually bound to handle your data securely and in accordance with applicable privacy laws.
6.2 With Merchants and Drivers
- Merchants receive relevant driver information (name, vehicle details, real-time location) to facilitate their delivery
- Drivers receive relevant merchant and recipient information (name, contact number, pickup and delivery address) necessary to complete the delivery
6.3 With Authorities
We may disclose your personal data to government authorities, law enforcement agencies, or regulatory bodies where required by Malaysian law or in response to a valid legal request.
6.4 Business Transfers
In the event of a merger, acquisition, or sale of all or part of our business assets, your personal data may be transferred to the acquiring entity, subject to equivalent privacy protections.
7. DATA RETENTION
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by law.
| Data Type | Retention Period |
|---|---|
| Account data (merchants & drivers) | Duration of account + 7 years after closure |
| Delivery records and transaction data | 7 years from date of transaction |
| Driver verification documents | Duration of driver engagement + 3 years |
| Communication and support records | 3 years from date of last communication |
| Website usage and analytics data | 12 months on a rolling basis |
Upon expiry of the applicable retention period, your personal data will be securely deleted or anonymised.
8. DATA SECURITY
FreshX takes the security of your personal data seriously. We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, misuse, alteration, or disclosure.
Our security measures include:
- Encryption — all data transmitted between your device and our servers is encrypted using industry-standard SSL/TLS protocols
- Access controls — personal data is accessible only to authorised FreshX personnel on a need-to-know basis
- Secure servers — all data is stored on secure, regularly audited cloud servers
- Password protection — all accounts are protected by password authentication
- Regular security audits — we conduct regular reviews of our security practices and systems
While we take every reasonable precaution to protect your data, please be aware that no method of transmission over the internet is 100% secure. If you suspect any unauthorised access to your account, please contact us immediately at support@freshx.com.my.
9. YOUR RIGHTS UNDER THE PDPA
Under Malaysia's Personal Data Protection Act 2010 (PDPA), you have the following rights in relation to your personal data:
9.1 Right of Access
You have the right to request access to the personal data we hold about you, including information on how it is being used and with whom it has been shared.
9.2 Right of Correction
You have the right to request the correction of any inaccurate, incomplete, or outdated personal data we hold about you.
9.3 Right to Withdraw Consent
Where we process your personal data based on your consent, you have the right to withdraw that consent at any time. Please note that withdrawal of consent may affect your ability to use certain FreshX services.
9.4 Right to Limit Processing
You have the right to request that we limit the processing of your personal data in certain circumstances, such as where you contest the accuracy of your data.
9.5 Right to Data Deletion
You have the right to request the deletion of your personal data, subject to any legal obligations that require us to retain it.
9.6 Right to Object to Marketing
You have the right to object to the use of your personal data for direct marketing purposes at any time. You may opt out of marketing communications by clicking the unsubscribe link in any marketing email or by contacting us directly.
To exercise any of the above rights, please contact us at:
Email: support@freshx.com.my
Address: 21, Jalan Empat, Chan Sow Lin, 55200 Kuala Lumpur, Malaysia
We will respond to all data rights requests within 21 days of receipt.
10. COOKIES & TRACKING TECHNOLOGIES
FreshX's website uses cookies and similar tracking technologies to enhance your browsing experience and analyse website performance.
10.1 What Are Cookies?
Cookies are small text files stored on your device when you visit a website. They help us recognise your browser, remember your preferences, and understand how you use our website.
10.2 Types of Cookies We Use
| Cookie Type | Purpose |
|---|---|
| Essential Cookies | Required for the website to function. Cannot be disabled. |
| Performance Cookies | Collect anonymous data on how visitors use our website to help us improve. |
| Functional Cookies | Remember your preferences and settings for a better experience. |
| Marketing Cookies | Track your activity to deliver relevant advertisements. Used only with your consent. |
10.3 Managing Cookies
You can control and manage cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website. For more information on managing cookies, visit your browser's help documentation.
11. THIRD-PARTY LINKS
Our website and app may contain links to third-party websites, applications, or services. FreshX is not responsible for the privacy practices or content of any third-party platforms. We encourage you to review the privacy policies of any third-party sites you visit.
12. CHILDREN'S PRIVACY
FreshX services are not directed at or intended for use by individuals under the age of 18. We do not knowingly collect personal data from minors. If we become aware that we have inadvertently collected personal data from a person under 18, we will take immediate steps to delete that data. If you believe we may have collected data from a minor, please contact us at support@freshx.com.my.
13. CROSS-BORDER DATA TRANSFERS
FreshX primarily stores and processes your personal data within Malaysia. In the event that your personal data is transferred outside of Malaysia — for example, to cloud service providers operating internationally — we will ensure that appropriate safeguards are in place to protect your data in accordance with the PDPA and applicable international standards.
14. CHANGES TO THIS PRIVACY POLICY
FreshX reserves the right to update or amend this Privacy Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your data.
Where changes are material or significant, we will notify you via email or through a prominent notice on our website or app.
Your continued use of FreshX services after any changes to this Privacy Policy constitutes your acceptance of the updated terms.
15. GOVERNING LAW
This Privacy Policy is governed by and construed in accordance with the laws of Malaysia, including the Personal Data Protection Act 2010 (PDPA). Any disputes arising in connection with this Privacy Policy shall be subject to the exclusive jurisdiction of the Malaysian courts.
16. CONTACT US
If you have any questions, concerns, or requests relating to this Privacy Policy or the handling of your personal data, please do not hesitate to contact us:
FreshX Logistics Sdn Bhd
Address: 21, Jalan Empat, Chan Sow Lin, 55200 Kuala Lumpur, Malaysia
Email: support@freshx.com.my
Tel: +601 2819 6118
Website: www.freshx.com.my
FreshX is committed to protecting your privacy and earning your trust — one fresh delivery at a time.
Fresh. Fast. Nationwide.