Legal
Privacy Policy
Effective Date: August 1, 2026
Last Updated: August 1, 2026
At Freshy.pk("we," "our," "us"), accessible via our mobile applications on the Google Play Store (Android) and Apple App Store (iOS), protecting the privacy and security of your personal data is one of our highest priorities.
This Privacy Policy sets forth the principles, practices, and disclosures regarding how we collect, use, store, process, share, and protect your information when you download, install, browse, or place orders through the Freshy.pk mobile application and associated web services.
Please read this Privacy Policy carefully. By creating an account, accessing, or using Freshy.pk, you acknowledge that you have read, understood, and agreed to all the terms outlined in this policy. If you do not agree with any part of this document, please refrain from installing or using the app.
1. Information We Collect
To provide a fast, seamless grocery shopping experience—from product catalog browsing to door-to-door delivery—we collect several types of information from and about our users.
A. Information Provided Directly by You
- Account Registration & Profile Data: When you sign up or log in, we collect your full name, primary phone number, email address, and account credentials (such as encrypted passwords).
- Saved Delivery Locations: To enable frictionless checkouts, we allow you to save and store custom addresses (e.g., "Home," "Office," "Parents' House") along with specific delivery instructions, gate codes, or street landmarks.
- Order & Shopping Information: Details regarding the products you view, items added to or removed from your cart, coupons/promo codes applied at checkout, and completed order histories.
- Freshy.pk Wallet & Financial Data:
- Records of transactions made using your Freshy.pk Wallet, including balance additions, refunds, and redemptions.
- Method of payment preferences chosen at checkout (e.g., Cash on Delivery or digital wallet payments). (Note: We do not directly store full credit/debit card details on our local servers; payments are processed securely through certified payment gateways).
- Customer Care & Support Communications: Any text, audio, images, or records provided when you submit feedback, report missing items, or interact with our customer support team.
B. Information Collected Automatically
- Device & Technical Identifiers: Model of your smartphone, hardware specifications, operating system (iOS or Android version), screen resolution, preferred system language, device identifiers (IDFA for iOS, GAID for Android), and IP address.
- App Usage & Interaction Metrics: Features accessed (catalog search, category filters, wallet balance checks, coupon views), time spent on specific screens, tap events, crash reports, and app diagnostics.
- Push Notification Tokens: Unique device tokens generated to deliver transactional alerts (order status, driver dispatch) and promotional updates.
C. Location Data
- Precise Geolocation (Foreground): With your explicit permission, we access your device's precise GPS coordinates while using the app to help you easily pin your exact delivery location on a map.
- Approximate Location: We may determine your general area (city or neighborhood level) via IP address or network connectivity to verify whether grocery delivery services are available in your region.
2. How We Use Your Information
We process your data based on legitimate business interests, contractual obligations (fulfilling your grocery orders), and your explicit consent. Specifically, your data is used for:
A. Core Operations & Fulfillment
- Processing, packing, and delivering your grocery orders to your specified address.
- Maintaining real-time order tracking from dispatch to doorstep delivery.
- Managing your Freshy.pk Wallet, tracking balance changes, and logging transparent transaction histories.
- Facilitating seamless Cash on Delivery (COD) collection and reconciliation.
B. Personalization & User Experience
- Customizing your product feed, recommending relevant household essentials, and remembering saved cart items.
- Validating and applying promotional discount coupons to your orders.
- Remembering your preferences, eco-friendly delivery options, and notification settings.
C. Communications & Smart Alerts
- Sending critical transactional updates via SMS, push notifications, or email (e.g., "Order Confirmed," "Out for Delivery," or "Wallet Refund Credited").
- Informing you about new product stock, seasonal produce, daily deals, and app enhancements (you may adjust marketing preferences anytime).
D. Security, Bug Tracking, & Compliance
- Monitoring app stability, identifying system crashes, and fixing technical bugs.
- Preventing fraudulent transactions, wallet abuse, fake accounts, or unauthorized logins.
- Complying with applicable local laws, regulations, and tax requirements.
3. How We Share Your Information
We strictly respect your personal information and do not sell, rent, or trade your personal data to third-party marketers or advertisers. We only share necessary data under the following conditions:
- Delivery Logistics & Couriers: We share your name, phone number, delivery address, and order items with assigned delivery riders to enable efficient delivery and order communication.
- Payment Service Providers: Wallet top-ups and online card transactions are processed through encrypted, compliant payment partner gateways.
- Third-Party Infrastructure & Analytics: We utilize secure cloud infrastructure (e.g., cloud hosting, database security, crash reporting tools, and push notification relays) that process technical data under strict confidentiality obligations.
- Legal Enforcement & Safety: We may disclose your data if required by law enforcement agencies, court summons, or regulatory bodies, or if we believe in good faith that disclosure is necessary to protect the rights, property, or safety of Freshy.pk, our riders, or the public.
4. Wallet & Payment Transaction Security
The Freshy.pk Wallet feature provides a fast, one-tap payment option.
- All wallet activity—including top-ups, debits at checkout, and promotional credits—is logged in a secure database.
- Cash on Delivery orders are marked completed by drivers upon physical exchange.
- We use industry-standard encryption protocols (SSL/TLS) during transmission to safeguard all account financial details.
5. Data Retention & Account Deletion
A. Retention Period
We retain your personal information as long as your account remains active or as needed to provide you services, fulfill pending orders, process wallet balances, and resolve legal or financial disputes.
B. Your Right to Delete Your Account
In compliance with Google Play Store and Apple App Store rules, you have the right to request the complete deletion of your Freshy.pk account and all associated personal data.
- How to Request Deletion: You can request account deletion directly within the Freshy.pk app settings hub or by emailing our data support team at freshyonlinepk@gmail.com with the subject line "Account Deletion Request".
- What Happens Upon Deletion: Once processed, your account profile, saved addresses, wallet balance history, and login credentials will be permanently erased or anonymized, except where retention is strictly required by accounting, tax, or legal regulations.
6. Permissions Requested by Our App
Depending on your device (Android or iOS), Freshy.pk may request permission to access specific features:
| Permission | Purpose | Optional / Required |
|---|---|---|
| Location Services | Automatically detect delivery address on the map and calculate delivery routes. | Optional (Addresses can be entered manually) |
| Push Notifications | Send real-time order status, rider updates, and exclusive discount alerts. | Optional (Can be toggled in system settings) |
| Network Access | Connect the app to our servers to load fresh inventory, prices, and wallet status. | Required |
7. Security Measures
We enforce rigorous physical, electronic, and procedural safeguards to keep your personal data protected. Measures include:
- End-to-end encryption of sensitive server-client communications.
- Restricted employee and partner access to personal user data on a strict need-to-know basis.
- Continuous security audits, server vulnerability scanning, and routine maintenance.
However, no method of transmission over the internet or mobile network is 100% immune to breaches. While we strive to use commercially acceptable means to protect your information, we cannot guarantee absolute security.
8. Children's Privacy
Our services are directed at adult consumers purchasing household groceries and daily essentials. Freshy.pk does not knowingly collect, request, or solicit personal data from children under the age of 13 (or under 16 in certain jurisdictions). If we discover that a minor has created an account without parental consent, we will promptly remove the profile and erase associated records.
9. Updates to This Policy
We reserve the right to revise or update this Privacy Policy at any time to reflect changes in legal requirements, operational practices, or app features. Any modifications will be posted within the app and on our published policy link, accompanied by an updated "Last Updated" revision date. Continued use of Freshy.pk following any posted changes signifies your acceptance of the revised policy.
10. Contact Us
If you have any questions, feedback, data privacy inquiries, or wish to exercise your data rights, please reach out to us:
- Brand / App Name: Freshy.pk
- Official Support Email: freshyonlinepk@gmail.com
- Supported Platforms: iOS & Android
Email: freshyonlinepk@gmail.com