This Privacy Policy explains how PAKMALLZ (SMC-PRIVATE) LIMITED ("PakMallz", "we", "us") collects, uses, shares and protects personal information when you use the website pakmallz.com and the PakMallz mobile apps for customers, store partners and riders (together, the "Services"). By using the Services you agree to this policy.
1Who This Policy Covers
PakMallz is an online marketplace that connects customers with independent stores and delivery riders. This policy applies to:
- Customers who browse, order and receive deliveries
- Store partners who list and sell products through PakMallz
- Riders who deliver orders
- Visitors to our website
2Information You Give Us
- Account details: your name, email address, phone number, password (stored securely in hashed form) and profile photo. If you sign in with Google, Facebook or Apple, we receive your name, email address and account identifier from that provider.
- Orders: the items you order, delivery address, delivery instructions, chosen payment method and any vouchers used.
- Saved addresses: address text, label and its position on the map.
- Prescriptions: if you order a pharmacy item that requires a prescription, the photo of the prescription you upload.
- Reviews and ratings you post about stores, products and riders.
- Messages: chat with your rider, chat with customer support, and emails or forms you send us.
- Newsletter: your email address, if you subscribe.
- Store partners: business name, address, contact details, logo, menu and product photos, business licence document, working hours, and payout details (mobile wallet or bank account number and account title).
- Riders: name, phone number, email address, vehicle type and number, photos of your CNIC, driving licence and vehicle, a profile photo, and wallet top-up receipts.
3Information Collected Automatically
- Location: with your permission, the app uses your device location to show stores near you, set your delivery address and calculate delivery fees. For riders, location is collected while the app is open and you are online or on a delivery, so that nearby orders can be offered to you and the customer and store can follow the delivery live. You can turn location off in your device settings, but some features will not work.
- Camera and photos: used only when you choose to take or upload a photo, for example a profile picture, a product image, a prescription or a document.
- Device and notification data: push notification token, device type, operating system, app version and language.
- Usage and log data: IP address, browser type, pages or screens visited, and dates and times of access, used for security, fraud prevention and analytics.
- Cookies (website): see section 9.
4How We Use Your Information
- Create and manage your account and verify your identity
- Process, prepare and deliver your orders, and show live order tracking
- Calculate delivery fees and show stores that deliver to your location
- Take payments, issue refunds and pay store partners and riders
- Send order updates by push notification, email or WhatsApp
- Provide customer support and resolve disputes
- Verify store partners and riders before they are approved
- Run vouchers, rewards and membership benefits
- Send promotional messages, only where you have opted in, with an option to unsubscribe
- Improve the Services, and detect and prevent fraud, abuse and security incidents
- Comply with legal, tax and accounting obligations
5How We Share Your Information
We do not sell your personal information, and we do not use it to track you across other companies' apps or websites for advertising. We share it only as follows:
- Stores: the store fulfilling your order receives your name, phone number, order items, delivery address and instructions, and your prescription where one is required.
- Riders: the rider delivering your order receives your name, phone number, delivery address and location, and the order details needed for delivery.
- Customers: you see the store's name and details, and your rider's name, contact number and live location during the delivery.
- Payment providers: JazzCash and EasyPaisa process online payments.
- Google: Firebase (sign-in, chat and notifications), Google Maps Platform (maps and address search) and, on our website, Google Analytics.
- Meta: Facebook Login, and the WhatsApp Business API for order messages.
- Other service providers: companies that host our servers, deliver push notifications and emails, and look up addresses for us.
- Legal requirements: where required by law, or to protect the rights, property or safety of PakMallz, our users or others.
- Business transfers: in connection with a merger, acquisition or sale of assets.
Service providers may use your information only to provide their services to us. Some of them process data outside Pakistan.
6WhatsApp and Notifications
By placing an order, you consent to receive order-related messages on the phone number you provide, including by WhatsApp. These messages include order confirmations and status updates. We do not send promotional WhatsApp messages without your consent. You can turn push notifications on or off at any time in your device settings.
7Payments
You can pay by Cash on Delivery, JazzCash, EasyPaisa, bank transfer or, where available, your PakPay wallet balance. Online payments are processed by the payment provider. We do not store your card or mobile wallet credentials. We keep the payment method, amount, status and transaction reference for each order.
8Data Retention and Account Deletion
We keep your personal information for as long as your account is active and as needed to provide the Services.
You can request deletion of your account and personal data at any time using the form at pakmallz.com/delete-account, or by contacting us. We delete your account within 30 days of verifying your request. This removes your profile, saved addresses, favourites, login credentials and linked social sign-ins.
Order and transaction history and wallet withdrawal records may be kept for a limited period where required for accounting, tax and fraud-prevention purposes. This retained data is not used for any other purpose.
9Cookies
Our website uses session cookies to keep your cart and login state. These are necessary for the website to work. We also use Google Analytics, which sets cookies to help us understand how visitors use the website. We do not use advertising cookies.
10Data Security
We use appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure or destruction. Data is transmitted over encrypted connections and passwords are stored in hashed form. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
11Your Rights and Choices
You have the right to:
- Access the personal information we hold about you
- Correct inaccurate or incomplete information, in the app or by contacting us
- Delete your account and personal data, as described in section 8
- Unsubscribe from our newsletter and opt out of WhatsApp messages
- Turn off location, camera, photo and notification access in your device settings
To exercise any of these rights, contact us at info@pakmallz.com.
12Children's Privacy
The Services are intended for adults. Anyone under 18 may use them only under the supervision of a parent or guardian. We do not knowingly collect personal information from children under 13. If you believe we have collected such information, please contact us and we will delete it.
13Changes to This Policy
We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated date. If the changes are significant, we will notify you in the app or by email. Continued use of the Services after changes take effect means you accept the updated policy.
14Contact Us
If you have any questions, concerns or requests regarding this Privacy Policy, please contact us:
- PAKMALLZ (SMC-PRIVATE) LIMITED
- Phase 2, DHA, Lahore, Punjab, Pakistan
- info@pakmallz.com
- +92 343 8069098