This Privacy Policy explains how Carto collects, uses, shares, and protects your personal data when you use the Carto apps and websites, and the choices and rights you have. Please read it together with our Terms of Service and Community Guidelines.
Who we are. Carto SAL ("Carto", "we", "us"), a company registered in Beirut, Lebanon, operates a multi-service "super-app" connecting customers with local restaurants, shops, brands, and service providers for ordering, delivery, and bookings — across our customer app, the Carto Sell (vendor) app, the Carto Drive (driver) app, our administrative tools, and trycarto.com (together, the "Services"). Carto currently operates primarily in Lebanon, with availability expanding to other markets. For privacy questions, contact privacy@trycarto.com.
We collect the following categories of personal data, depending on how you use the Services:
| Category | Examples |
|---|---|
| Account & identity | Name, phone number, email address, password/PIN (stored only as a salted hash), profile photo, and your account settings and preferences. |
| Order & booking data | Items ordered, restaurants/shops/brands used, bookings and reservations (BookIT, fitness memberships), delivery addresses, order notes, scheduling, and history. |
| Location | Precise (GPS) and approximate location while you use location-based features, your saved addresses, and — for drivers — live location while you are online. See Section 3. |
| Payment data | CartoPAY balance and ledger, cash-on-delivery records, and payment method details. Full card numbers are handled by our payment processors; we do not store full card numbers. See Section 4. |
| Device & technical | Device model and operating system, app version, language, IP address, push-notification tokens, and diagnostic/crash data. |
| Content you provide | Listings, product and menu information, photos and images you upload, reviews and ratings, in-app messages, and support requests. |
| Usage & analytics | How you interact with the Services (pages viewed, searches, taps, features used) used to operate, secure, and improve the Services. |
| Vendor/driver onboarding | For people who sell or deliver on Carto: business details and, where required, identity and compliance documents (e.g., ID, driver's licence, vehicle details, commercial registration). See Section 6. |
Where required by applicable law, we rely on a lawful basis to process your data — typically performance of our contract with you, your consent (e.g., for marketing or precise location), our legitimate interests in operating and securing the Services, and compliance with legal obligations.
Location is central to Carto: we use it to show nearby vendors, estimate delivery times, route drivers, and let you and the vendor track a delivery in real time. With your permission, we collect precise (GPS) location from your device while you use relevant features; drivers share live location while they are online and on a delivery. You can disable location permissions at any time in your device settings — some features (such as nearby discovery, delivery, and live tracking) may not work without it. We do not use your precise location for advertising.
Card payments are processed by third-party payment service providers; Carto receives confirmation and limited transaction details but does not store your full card number. CartoPAY is a prepaid store-credit feature: it is a record of credit you have loaded for use within Carto, it is not a bank account, deposit, or electronic-money/payment instrument, it does not earn interest, and Carto does not extend credit or lend. We keep records of CartoPAY top-ups, balances, redemptions, rewards, and cash-on-delivery to operate the feature, prevent fraud, and meet financial record-keeping obligations.
We do not sell your personal data. We share it only as needed to run the Services:
If you sell or deliver on Carto, we process additional information to verify you, operate your account, pay you, and meet legal and safety obligations — including business details, payout information, and, where applicable, identity and compliance documents. Fleet owners who add drivers are responsible for the accuracy of, and for having a lawful basis to share, the information they provide about their drivers. Certain business and performance information (such as a store's ratings, hours, and listings) is shown publicly within the Services.
We keep personal data for as long as your account is active and as needed to provide the Services. After that, we retain information only as long as necessary for legitimate business purposes — such as fraud prevention, dispute resolution, and complying with legal, tax, and accounting obligations (which may require retaining transaction and financial records for a number of years) — after which we delete or anonymise it.
Subject to applicable law, you may request to access, correct, update, or delete your personal data, object to or restrict certain processing, withdraw consent, or receive a copy of certain data. You can exercise most of these in the app or by contacting us.
Delete your account and data. You can delete your Carto account directly in the app: open My Carto → Account → Legal & safety / Account settings → Delete account, or email privacy@trycarto.com from your account email. Deleting your account removes your profile and personal data from active systems, except information we must retain for legal, tax, accounting, fraud-prevention, or dispute-resolution purposes, which we keep only as long as required and then delete.
We will not discriminate against you for exercising your rights. If you are unhappy with how we handle a request, you may have the right to complain to your local data-protection authority.
We use technical and organisational measures designed to protect personal data — including encryption in transit, hashing of credentials, access controls, and session protections. No method of transmission or storage is completely secure; please keep your login credentials confidential and contact us immediately if you suspect unauthorised access to your account.
The Services are intended for adults. Because Carto offers age-restricted products (including alcohol and tobacco/shisha), you must be at least 18 years old (or the age of majority where you live, if higher) to create an account and use the Services. The Services are not directed to, and we do not knowingly collect personal data from, children. If you believe a minor has provided us personal data, contact privacy@trycarto.com and we will take appropriate steps to delete it.
Carto operates in Lebanon and uses service providers that may process data in other countries. Where we transfer personal data across borders, we take steps designed to ensure it remains protected consistent with this Policy and applicable law.
With your permission, we send push notifications about orders, deliveries, and offers; you can control these in your device or app settings. On our websites and in our apps we use cookies and similar technologies to keep you signed in, remember preferences, secure the Services, and measure performance. We do not use your data for cross-app tracking for third-party advertising without your consent where required.
We may update this Policy from time to time. We will post the updated version here and revise the "Last updated" date, and — for material changes — provide additional notice where appropriate. Your continued use of the Services after an update means you accept the revised Policy.
Questions, requests, or complaints about privacy:
Carto SAL — Privacy
Email: privacy@trycarto.com
Beirut, Lebanon