Legal

Privacy Policy

Last updated: October 4, 2026

IMB Logistics LLC dba Paketico ("Paketico", "we", "our", or "the company"), a Florida limited liability company, operates paketico.com, the shop.paketico.com store and the app.paketico.com web app. This privacy policy describes how we collect, use, and protect your personal information when you use our services.

1. Information we collect

We collect the following types of information:

Personal information: name, email address, phone number, sender address (for pickup), and recipient delivery address.
Payment information: you pay by card on the secure payment page of our payment processor, TropiPay. Paketico never sees or stores your card numbers, and keeps no saved payment methods.
Usage information: IP address, device type, browser, pages visited, and time spent; and masked recordings of your visits to paketico.com and, while you are signed in, to the store and the app (see "Visit recording" in section 4).
Installed app use: to know how many people have Paketico installed, the app (app.paketico.com) and the installed store (shop.paketico.com) keep a random identifier on your device and, at most once a day and when you sign in, tell us whether it was opened as an installed app or in the browser, and the type of device (iPhone or iPad, Android or computer), and the approximate country and state or province you connect from, which our hosting provider (Vercel) deduces from your connection. If you are signed in, we link it to your account. It includes no name, email, phone number, city or exact location, and we do not store your IP address. It is deleted when you delete your account.
Phone calls: if you call our phone number, your number, the recording and transcript of the call, and what you tell us on it (for example, your name and why you are calling). See "Calls to our phone number" in section 4.
Cookies: we use cookies to manage sessions and improve your experience. See our Cookie Policy for more details.
Waitlist: if you give us your email address in the site's waitlist form, we store that address along with the date and the page language. No account is required for this.

2. How we use your information

We use your personal information to:

Process and manage your product orders and shipments.
Process payments securely.
Send you order confirmations, shipping updates, and important notifications by email.
Manage your user account.
Handle your calls: answer your questions, put you through to a person, and follow up on what you asked for.
Email you when we open the store, if you signed up for the waitlist.
Email you offers and news if you have an account with "Promotions" turned on (it is on by default). You can turn it off any time in Notifications, in the store or the app, or with the "Unsubscribe" link in each email; the emails about your orders and shipments keep arriving.
Improve our services and user experience.
Comply with legal obligations and resolve disputes.

3. Legal basis for processing

We process your personal information based on the following:

Contract performance: when necessary to fulfill an order you have placed.
Consent: when you have given explicit consent for a specific use.
Legitimate interest: to improve our services and prevent fraud.

4. Data sharing with third parties

We share your information with the following service providers, only to the extent needed to provide the service; all of them are required to protect your data:

TropiPay (payment processor): credit and debit card payment processing. The payment page shows OPLOSSING SL as the merchant.
Supabase: user authentication and secure data storage.
Resend: transactional, waitlist, and offer email delivery.
Vercel: web hosting and content delivery.
PostHog: usage analytics for the website and the app (which screens are visited and which actions are taken) and the masked recordings of visits to paketico.com and of signed-in buyers' visits to the store and the app described below.
Anthropic: the AI assistant in the support chat, and the classification and wording help for the items you declare, which includes the text and photos of those items.
Google: sign-in with your Google account, if you choose it; address autocomplete; and route distances used to price pickups and transport.
Apple: Sign in with Apple, if you choose it (we revoke that access when you delete your account).
Meta Platforms (Facebook): sign-in with your Facebook account (when available), if you choose it. Facebook then sends us your name, email address, and profile photo.
Phone answering system: our phone is answered by a system operated by a company related to Paketico, which uses Twilio (telephony and call recording), Deepgram (speech transcription), ElevenLabs (synthesized voice), Google (the Gemini artificial-intelligence model, storage and translation), Algolia (searching calls by name and number), Expo (alerts to the team through Apple and Google) and Twilio SendGrid (call summaries emailed to the team).
"Ask us" assistant: the voice and chat assistant on paketico.com and the store is operated by the same company related to Paketico that answers our phone, and uses Google (the Gemini artificial-intelligence model, speech recognition and synthesis, translation, storage and reCAPTCHA against abuse). See "The "Ask us" assistant" below.
Notification services: the push notification services of your browser or phone (Apple, Google, and Mozilla), to deliver your notifications.
Shipping partners: information necessary for package delivery at destination.

Visit recording on paketico.com, the store (shop.paketico.com) and the app (app.paketico.com)

On paketico.com, which has no accounts and shows no personal data, we record every visit, without a notice, with the masking described below; the only thing typed there, the waitlist email, is hidden like everything you type. In the store (shop.paketico.com) and the app (app.paketico.com), on the other hand, we only record the visits of buyers who are signed in: both follow the same rules and use the same account, and we never record anyone who is not signed in to them, nor show them the recording notice.

If you created your account on or after October 1, 2026, you accepted this recording when you signed up, when you accepted the Terms and this Privacy Policy: we record your visits while you are signed in, without asking you again.

If you created your account before that date, we only record if you allow it: while you are signed in, a notice asks you once (in the store, at the bottom of the screen; in the app, at the top). If you answer "Accept", we record your visits from then on; if you answer "No, thanks", nothing is recorded and we don't ask again in that browser.

Whatever your account's date, you can turn recording off or on at any time: in the app, under Account › "Visit recording"; in the store, in this same section of the Privacy Policy on shop.paketico.com; and for paketico.com, in this same section of its Privacy Policy. Your choice is kept only in that browser and for that site (paketico.com, the store and the app each keep their own) and, in the store and the app, applies while you are signed in. If your browser doesn't let us keep it, we record as described above for an account created on or after October 1, 2026, and for an older account we neither record nor ask.

We use these recordings to understand and fix usability problems on the site. What is recorded: the layout of the screen and the page's own text (headings, labels, buttons, product names and prices, totals and statuses), where you tap or click, mouse movement, scrolling, screen size, the page address (only the site and the path, nothing after it) and the timing of each action.

What is always hidden, on every screen: your personal data and that of your contacts, recipients and senders (names, emails, phone numbers, addresses and ID numbers), support chat messages, the descriptions and notes you write on your shipments and the content of your notices, which are replaced by asterisks that keep their length; any text that looks like an email, a phone number or an ID number, wherever it appears; everything you type, which is always replaced by "•••", whatever its length; and all images, which become empty boxes. The browser console and network requests are not recorded.

In the store and the app, the recording is linked to your account (by your user ID, not by your name or email). Your order confirmation page is recorded too, masked like every other page.

Our payment processor's card form, the page you return to after paying, the password reset page and the shipment tracking pages are never recorded.

Calls to our phone number

When you call +1 (786) 947-4500, you are first answered by an artificial-intelligence virtual assistant, which tells you so at the start of the call. It answers questions about the service and, Monday to Friday, 9am to 6pm (Eastern Time), can put you through to a person; outside those hours it takes a message.

At the start of the call you are told that it is recorded. The whole call is recorded, including the part with a person if we put you through. We keep the recording, its transcript, your phone number and a summary of the call to handle what you asked for and to improve the service.

Your call data is not linked to your Paketico account. You can ask us to delete it by writing to soporte@paketico.com with the number you called from: we delete it within 30 days, and technical logs are deleted automatically within that period.

The "Ask us" assistant

On paketico.com and in the store (when you are not signed in), the "Ask us" button opens an artificial-intelligence virtual assistant you can talk or write to. It answers questions about the service, prices and the store's products with the same information our phone gives. It cannot see your account, your orders or your payments, and it takes no orders or payments: never write or say a card number to it.

The assistant loads only when you press the button. What you write and, if you use your voice, the audio from your microphone while the voice conversation is open, are sent to Google to understand them and answer. Your browser asks your permission before the microphone is used, and closing the assistant ends the voice conversation.

We do not keep your messages or the audio, and the conversation is not linked to your Paketico account. To prevent abuse, a usage counter is kept with the IP address you connect from, and inside the assistant Google reCAPTCHA may use its own cookies. The visit recordings described above do not include what happens inside the assistant.

Requests from public authorities

We hand personal data to a public authority only when the law requires it. For every request we: check that it is lawful and comes from an authority entitled to make it; challenge it through legal means if we consider it unlawful or disproportionate; disclose only the minimum data needed to comply; and keep a written record of the request, our response, its legal basis and the people involved.

5. International data transfers

Paketico is based in the state of Florida, United States, and most of our providers process and store your data in the United States. Our payment processor operates outside the United States. By using our services, you consent to the transfer of your data to the United States.

Some providers of our phone answering system, such as ElevenLabs, may process the audio of calls in the European Union.

To fulfill international shipments, we share the necessary delivery information (recipient name, address, and package description) with our logistics partners to deliver in Cuba.

6. Data retention

We retain your personal information for as long as your account is active or as needed to provide our services. Transaction data is retained for the period required by applicable legal and tax obligations.

If you joined the waitlist, we keep your email address until we open the store and notify you, or until you unsubscribe — whichever happens first.

You may request deletion of your account and personal data at any time — see the next section for step-by-step instructions.

7. Delete your account and data

You may delete your Paketico account at any time, either directly on app.paketico.com or shop.paketico.com, or by sending an email request. Deleting it erases your personal data, except the records we must keep for legal, tax, and accounting reasons, listed below.

If you only joined the waitlist

If you gave us your email in the site's waitlist form and don't have a Paketico account, use the "Unsubscribe" link in the email we sent you, or write to soporte@paketico.com from that same address requesting deletion. We remove your email within 30 days.

How to delete your account on app.paketico.com or shop.paketico.com

Open app.paketico.com or shop.paketico.com and sign in.
Open your account.
Scroll to the bottom of the screen.
Tap "Delete account".
Review the list of data that gets deleted and the data that's kept.
Type DELETE (in capital letters) in the confirmation field.
Tap "Delete my account" to confirm.

Deleting from your account is immediate and cannot be reversed.

How to delete your account by email

If you can't access your account, send an email to soporte@paketico.com from the address registered to your account, requesting account deletion. We process such requests within 30 days.

What data is deleted

Your name, phone number, address, and email address.
Your saved contacts (senders and recipients) and their photos.
Your favorites, notifications, and support conversations, with their messages.
The registration of your devices for notifications.
The record of installed-app use on your devices.
Your profile photo.
Your login: you will no longer be able to sign in to that account.

What data is kept and why

To comply with legal, tax, and accounting requirements, we keep the following data for the period that tax and accounting laws require:

Your past orders, shipments, and transport jobs as they were placed: the products, the amounts, and the names, addresses, and phone numbers of senders and recipients they contain, plus the photos of declared items.
The coupons you used, with the orders you used them on.
Receipts and tax records required by law.
Your account profile, anonymized: it no longer shows your name, phone number, address, or email, and the records above are no longer tied to a login. Your preference settings remain in that profile, but they don't identify you.

Timeline

From your account: immediate and irreversible.
Email requests: processed within 30 days.

8. Your rights

You have the right to:

Access: request a copy of the personal data we hold about you.
Rectification: correct inaccurate or incomplete data.
Deletion: request the deletion of your personal data.
Portability: receive your data in a structured and readable format.

9. Security

We implement technical and organizational security measures to protect your personal information, including:

Data encryption in transit using HTTPS/TLS.
Card details are entered only on our payment processor's page; Paketico never receives them.
Row-level security (RLS) policies in our database.
Restricted access to personal data for authorized personnel only.

10. Children

Our services are not directed to anyone under 18 and we do not knowingly collect their data. If you believe a minor has given us their data, write to soporte@paketico.com and we will delete it.

11. Changes to this policy

We may update this privacy policy periodically. We will notify you of significant changes through a notice on our platform or by email. We recommend reviewing this page regularly.

12. Contact

If you have questions about this privacy policy or the handling of your personal data, you may contact us at:

Email: soporte@paketico.com
Phone (calls only): +1 (786) 947-4500
IMB Logistics LLC dba Paketico. Florida, United States.