Introduction
Pani Wala ("we", "us", "our") is committed to protecting your privacy and safeguarding your personal information. This Privacy Policy explains what information we collect, how we use it, with whom we may share it, and the choices you have regarding your information when using our mobile application and related services (collectively, the "Service").
Information We Collect
We collect information you provide directly and information we collect automatically:
1. Information You Provide
- Account & Contact Details: name, phone number, email address, and profile picture (if you add one).
- Delivery Information: delivery addresses, contact person, delivery notes, and preferred time windows.
- Order & Payment Details: order history, payment method identifiers (we do not store full card data unless required by the payment provider), receipts and billing information.
- Support & Communication: messages you send to our customer support, survey responses, and feedback.
2. Information Collected Automatically
- Device & Log Data: device type, operating system, app version, IP address, timestamps and crash reports.
- Usage Data: pages/screens visited, features used, and performance metrics to help us improve the Service.
- Location Information: with your permission, we may collect precise or approximate device location to enable delivery routing and to show nearby providers.
- Cookies & Similar Technologies: we may use cookies and local storage to remember preferences and to provide a smoother experience.
How We Use Your Information
We use the information we collect for purposes that include:
- Processing and fulfilling your orders and deliveries.
- Communicating with you about your account, orders, and updates.
- Improving and personalizing the app experience and functionality.
- Managing payments, refunds, and fraud prevention.
- Analyzing usage to improve reliability, performance, and features.
- Sending marketing communications if you opt in (you may opt out at any time).
- Complying with legal obligations and responding to lawful requests.
Sharing & Disclosure
We will not sell your personal data. We may share information in the following limited circumstances:
- Delivery Partners & Service Providers: to facilitate order fulfillment (delivery drivers, logistics partners, payment processors, and cloud/hosting providers).
- Business Transfers: in connection with a merger, acquisition, sale of assets, or other corporate change, where user data may be transferred as part of the business.
- Legal Requirements: to respond to lawful requests by public authorities, to comply with applicable law, regulation, or legal process.
- Protection: when necessary to protect the rights, property or safety of Pani Wala, our users, or the public.
Data Retention
We retain your personal information for as long as necessary to provide the Service, comply with legal obligations, resolve disputes, and enforce agreements. When information is no longer needed, we will securely delete or anonymize it.
Security
We implement industry-standard technical and organizational measures to protect your information against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access. However, no system is completely secure; we cannot guarantee absolute security.
Third-Party Services & Links
We may use third-party services for analytics, maps, push notifications, payment processing and more. These services have their own privacy policies and practices. The app may also contain links to third-party websites which are not controlled by Pani Wala. We are not responsible for the privacy practices of those third parties.
Your Rights & Choices
You have choices regarding your data:
- Access & Update: you may access and update your account information through the app or by contacting us.
- Delete: you can request deletion of your account and personal data (subject to legal and operational limits).
- Marketing: opt out of promotional messages at any time using the unsubscribe link in messages or through account settings.
- Location: you may disable location permissions in your device settings; this may limit some app features.
To exercise these rights, contact us at support@paniwala.pk. We may need to verify your identity before processing requests.
Children’s Privacy
The Service is not intended for children under 13. We do not knowingly collect personal information from children under 13. If we learn that we have inadvertently collected personal data of a child under 13, we will take steps to delete that information.
International Transfers
Your information may be processed or stored in countries other than your residence. When we transfer information across borders, we will protect it in accordance with this Privacy Policy and applicable law.
Changes to This Privacy Policy
We may update this policy from time to time. When we make material changes, we will notify you via the app and update the "Last updated" date at the top of this policy. Your continued use of the Service after changes constitutes acceptance of the updated policy.
Contact Us
If you have questions, concerns, or requests concerning this Privacy Policy, please reach out: