Privacy Policy

1. Who we are

Tela ("Tela", "we", "us", "our") is a pre-loved fashion marketplace operated by Adquantiv Pte. Ltd. (UEN 202544856K), a company incorporated in Singapore with its registered office at 60 Paya Lebar Road #06-28, Paya Lebar Square, Singapore 409051. We are the organisation responsible for your personal data under the Singapore Personal Data Protection Act 2012 ("PDPA").

This Privacy Policy explains what personal data we collect when you use the Tela mobile app and website (together, the "Service"), how we use and share it, and the choices and rights you have. It should be read together with our Terms & Conditions.

2. Personal data we collect

• Account & profile — your mobile number (used to sign in), display name, username, profile photo, and any bio or preferences you add.
• Identity verification — when you verify your identity through Singpass / Myinfo, your details (such as your name, NRIC/FIN, email, and mobile number) are retrieved and shown to you to confirm. We keep your verified status, your name, your email, and a one-way, irreversible token derived from your NRIC/FIN that lets us recognise the same person — to prevent duplicate or fraudulent accounts — without storing the NRIC itself. We do not store your actual NRIC/FIN number or the raw Myinfo data.
• Listings & transactions — items you list, photos and descriptions, prices, offers, orders, purchases, sales, reviews, and messages with other users.
• Payments & payouts — to take payments and pay sellers we use Stripe. Stripe collects and processes your card or bank details directly; we receive limited information such as payment status, the last four digits of a card, your payout (bank) account status, and the identity details Stripe requires for seller onboarding. We do not store full card or bank account numbers.
• Delivery — delivery and collection addresses and contact details needed to fulfil orders.
• Communications & support — messages you send us, and the contents of in-app messages and dispute reports.
• Device & usage data — device type and operating system, app version, identifiers, push-notification tokens, log and diagnostic data, and how you interact with the Service.
• Approximate location — derived from your device or input, to show relevant local listings and estimate delivery.

3. How we collect your data

We collect personal data: (a) directly from you when you register, create listings, transact, or contact us; (b) automatically as you use the Service; and (c) from third parties acting on your instruction or on our behalf, including Singpass/Myinfo (GovTech) for identity verification, Stripe for payments and seller onboarding, and delivery partners.

4. How and why we use your data

We rely on your consent, deemed consent, and the legitimate-interests and other bases permitted under the PDPA to use your data to:

• operate the marketplace — create and secure your account, publish listings, and process offers, orders, payments, escrow, and payouts;
• verify identity, keep Tela safe, detect and prevent fraud and prohibited activity, and resolve disputes;
• personalise your feed, search, and recommendations;
• send you transactional messages (orders, offers, payouts) and, where permitted, service and marketing updates you can opt out of;
• provide customer support and improve and develop the Service; and
• comply with applicable laws and respond to lawful requests.

Marketing communications. Transactional and service messages about your account, listings, orders, payments, and payouts are not marketing — they are part of providing the Service. We send marketing messages (promotions, recommendations, and product updates) only on the channels you have opted in to — email, SMS, and/or WhatsApp. Marketing opt-in is off by default; you can change your choices or opt out at any time in the app under Settings › Notifications, or via the unsubscribe option in any marketing message. For marketing calls and text messages to Singapore numbers, we comply with the Do Not Call provisions of the PDPA and with the Spam Control Act.

5. When we share your data

We share personal data only as needed to run the Service, and we never sell it. We may disclose data to:

• Other users, as part of a transaction — for example, sharing a delivery address with your seller, or your public profile, listings, and reviews;
• Service providers (data intermediaries) who process data on our behalf, including Stripe (payments and payouts), Google Firebase / Google Cloud (app infrastructure, authentication, database, storage, and notifications), Singpass/Myinfo (identity verification), our delivery partner EasyParcel, and — where you have opted in to WhatsApp messaging — Meta Platforms (WhatsApp);
• Professional advisers (such as auditors and lawyers) where reasonably required; and
• Authorities or other parties where we believe disclosure is required by law, to enforce our Terms, or to protect the rights, safety, and property of our users, the public, or Tela, including in connection with a merger, acquisition, or sale of assets.

6. Transfers outside Singapore

Some of our service providers process data outside Singapore. Where we transfer personal data abroad, we take the steps required by the PDPA to ensure the recipient provides a standard of protection comparable to the PDPA, for example through contractual commitments.

7. How long we keep it

We keep personal data for as long as your account is active and as needed to provide the Service, and afterwards only as required to comply with legal, tax, accounting, and regulatory obligations, resolve disputes, and enforce our agreements. We delete or anonymise data when it is no longer needed.

8. Your rights under the PDPA

Subject to the PDPA, you may request access to the personal data we hold about you and information about how it has been used; request correction of inaccurate or incomplete data; withdraw consent to our collection, use, or disclosure of your data; and request deletion of your account. We will respond within the timeframes required by law. Some requests may affect your ability to keep using the Service, and we may retain certain data where the law allows or requires.

9. How we protect your data

We use technical and organisational measures — including encryption in transit, access controls, and reputable infrastructure providers — to protect your data. Payment and bank details are handled by Stripe under its own security controls (PCI DSS). No system is completely secure, but we work continuously to safeguard your information and will notify you and the relevant authorities of a data breach where required.

10. Cookies & analytics

Our website uses Google Analytics 4 (provided by Google) to understand how visitors use the site so we can improve it. Google Analytics sets cookies and processes information such as your approximate location (derived from a truncated IP address), device and browser type, the pages you view, and how you arrived at the site. This information is aggregated and is not used to identify you personally.

We show a cookie notice on your first visit. In line with Singapore’s PDPA, analytics run by default and your continued use of the site is treated as consent — but you can opt out at any time. Choosing “Reject”on the notice disables Google Analytics and clears its cookies on your device. Your choice is remembered on your device (in your browser’s local storage); you can change your mind by clearing this site’s data (which re-shows the notice) or by installing the Google Analytics Opt-out Browser Add-on. Google’s handling of this data is governed by Google’s Privacy Policy.

Our app uses similar technologies and device identifiers (via Firebase / Google Analytics) for analytics and notifications, as described in your device and app settings.

11. Children

Tela is intended for users aged 18 and over. We do not knowingly collect personal data from anyone under 18. If you believe a minor has provided us data, please contact us and we will remove it.

12. Changes to this policy

We may update this policy from time to time. We will post the updated version here with a new "last updated" date and, for material changes, notify you through the Service.

13. Contact us & our Data Protection Officer

For any privacy question or to exercise your rights, contact our Data Protection Officer at privacy@tela.sg, or write to Adquantiv Pte. Ltd., 60 Paya Lebar Road #06-28, Paya Lebar Square, Singapore 409051. If you are not satisfied with our response, you may contact the Personal Data Protection Commission of Singapore (PDPC).