Privacy Policy

NEVO (SMC-PRIVATE) LIMITED (NTN: J941929), having its registered office at 133G, Street 9, DHA Phase 5, Lahore, Punjab, Pakistan ("Nevo", "we", "us", or "our"), is committed to protecting the privacy and security of your personal data. This Privacy Policy describes how we collect, use, disclose, and protect the information collected through our SaaS restaurant operating system, POS cashier terminals, white-labeled consumer ordering websites, and automated WhatsApp CRM services (collectively, the "Platform").

By accessing or using our Platform, you consent to the collection, storage, and processing of your personal information as described in this Privacy Policy.

1. Definitions & Roles

1.1 Nevo as a Data Controller

We act as a Data Controller for B2B merchant account information, including billing details, restaurant branch addresses, NTN numbers, and marketing lead data collected directly from business owners.

1.2 Nevo as a Data Processor

We act as a Data Processor for the end-consumer (B2C) transaction details processed through our online ordering websites and WhatsApp ordering chatbots on behalf of our restaurant tenants. The restaurant merchant remains the Data Controller for their consumers' data and is responsible for providing their own consumer-facing privacy policy.

2. Information We Collect

2.1 Personal Information

We collect personal information that you provide voluntarily when registering a merchant account, booking a demo, or placing an order. This includes your name, email address, phone number, billing address, and WhatsApp contact details.

2.2 Order & Transaction Information

For online order processing, we collect transaction details including items purchased, transaction value, payment status, delivery instructions, and consumer delivery addresses.

2.3 Geolocational Data

To facilitate delivery tracking and geofenced distance calculations, we automatically collect geolocational coordinates from consumer devices and driver tracking applications while the delivery tracking feature is actively running.

2.4 Technical & Usage Data

We automatically collect usage logs, IP addresses, browser agents, device fingerprint markers, and session details when accessing our web interfaces or interacting with our conversational WhatsApp chatbot.

3. How We Use Your Information

We use the collected information for the following business purposes:

• To provide, operate, maintain, and secure the Platform services.
• To process online orders, synchronize local cashier POS terminals, and execute deliveries.
• To dispatch order tracking status updates via automated WhatsApp messages.
• To monitor usage trends, run B2B lead optimization audits, and prevent suspicious checkout voids or cancellations.
• To comply with regulatory tax auditing requirements (FBR, PRA, SRB) and legal compliance requests under Pakistani law.

4. Information Sharing & Third Parties

We do not sell your personal information. We share data only with trusted third-party providers who assist us in operating our Platform, subject to strict confidentiality agreements:

• Payment Gateways: EasyPaisa, JazzCash, and local banks to securely process digital transactions. We do not store full credit card numbers on our servers.
• Logistics & Delivery Partners: Geolocation and delivery addresses are shared with rider services to fulfill orders.
• Regulatory Authorities: We disclose data when mandated to comply with law enforcement orders, FIA Cybercrime investigation requests under PECA 2016, or FBR tax validation audits.

5. Meta Platform Data & WhatsApp Business Cloud API

Nevo integrates directly with the Meta WhatsApp Business Cloud API (provided by Meta Platforms, Inc.) to offer automated transactional messaging and digital receipt services to restaurant partners and their customers.

5.1 Scope of WhatsApp Platform Data

When restaurant merchants connect their WhatsApp Business Account (WABA) or when customers receive order notifications, we process limited Platform Data strictly required for message delivery, including:

• WhatsApp Business Identifiers: Meta App Scoped User ID, WABA ID, and Phone Number ID associated with the merchant's business account.
• Recipient Phone Numbers: Customer phone numbers provided voluntarily during checkout or POS order placement.
• Message Delivery Telemetry: Webhook status receipts (e.g., sent, delivered, read timestamps) and inbound customer replies.

5.2 Permitted Purpose of WhatsApp Communications

WhatsApp messages dispatched via Nevo are strictly transactional and utility-focused. These include:

• Order confirmation and digital paperless POS receipts.
• Live preparation and pickup/delivery tracking alerts.
• Customer credit ledger (Khata tab) transaction statements.
• Authentication and security verification OTPs.

No Spam or Third-Party Advertising: We do not sell, rent, or monetize WhatsApp phone numbers or communication metadata. Platform Data obtained via Meta APIs is never shared with third-party advertisers or data brokers.

5.3 User Opt-Out & Preferences

Customers may opt out of automated WhatsApp transactional updates at any time by replying "STOP" directly in the WhatsApp conversation or by requesting the restaurant merchant to update their communication preferences.

6. Secure Handshakes & Zero-Trust Redirects

Nevo employs single-use URL redirection tokens for WhatsApp-to-web logins to prevent session hijacking. The Platform does not expose database-level PII or pre-filled forms to automated crawlers; all pre-fills are statelessly decrypted from parameters encrypted inside your custom link. Users are warned that sharing their personalized WhatsApp link voids security warranties.

7. Data Retention & Retention Term

We retain personal data as long as you maintain an active business relationship or customer account with us. In compliance with the corporate tax laws of Pakistan, B2B billing records, transaction logs, and invoicing history are archived for up to six (6) years for tax auditing purposes, after which they are anonymized or deleted.

8. Data Rights & Meta User Data Deletion

Under GDPR, local data protection regulations, and Meta Platform Policies, users and merchants have the right to access, export, correct, or permanently delete their personal data.

8.1 Requesting Data Deletion

If you wish to remove your personal information, customer records, or WhatsApp communication logs associated with Nevo, you may:

• Submit a request directly to our Data Protection Officer at [email protected] with the subject line "Data Deletion Request".
• Visit our self-service Data Deletion portal at https://business.nevo.pk/data-deletion to view step-by-step deletion and callback instructions.

Upon receiving your verified request, we will permanently purge all associated personal data from our active production systems within thirty (30) days, except where retention is required by statutory tax or financial record-keeping laws.

9. Compliance & Data Protection Officer

If you have questions, grievances, or deletion requests regarding this Privacy Policy or our WhatsApp integration practices, contact our Data Protection Officer directly:

NEVO (SMC-PRIVATE) LIMITED
Registered Office: 133G, Street 9, DHA Phase 5, Lahore, Punjab, Pakistan
NTN: J941929
Customer Support Phone: +92-334-627-7764
Email: [email protected] / [email protected]