Legal

Privacy Policy

How Urbanese collects, uses, discloses and protects your personal information.

We don’t sell your data

Information is shared only as needed to run the service.

Secured

Encrypted transmission, secure cloud and role-based access.

Your rights

Access, correct or delete your data, subject to law.

Introduction

This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you use the Urbanese platform and services. By accessing or using the Platform, you agree to the terms of this Privacy Policy.

1. Information We Collect

We collect information to provide a secure and efficient ecosystem for our users. Depending on your role (Customer, Vendor, or Rider), the data we collect may include:

Customers

  • Full name
  • Phone number
  • Email address
  • Delivery addresses
  • Payment details (processed via secure third-party gateways)
  • Order history

Vendors (Seller Central)

  • Business name
  • Owner details
  • Contact information
  • CNIC/Business registration documents (if required)
  • Bank account or payout details
  • Product and service listings

Riders

  • Full name
  • Phone number
  • National ID (CNIC)
  • Driving license
  • Vehicle registration details
  • Bank account details
  • Live location data during active deliveries

2. Location Data

Urbanese collects real-time location data for the following purposes:

  • To match customers with nearby vendors
  • To assign orders to riders
  • To enable live order tracking
  • To calculate distance-based pricing

Location tracking is active only when the app is in use, particularly for riders during active deliveries.

3. Device & Technical Information

We may automatically collect the following device and technical information:

  • Device type and model
  • Operating system
  • IP address
  • App version
  • Usage activity within the app

4. Payment Information

Payments are processed securely through third-party payment providers. Urbanese does not store full card details. We may store transaction references for financial and record-keeping purposes.

5. How We Use Your Information

We use the collected data for the following purposes:

  • To create and manage user accounts
  • To process and fulfill orders
  • To enable vendor and rider operations
  • To provide customer support
  • To improve platform functionality
  • To prevent fraud and unauthorized activity
  • To send order updates and important notifications
  • To comply with legal and regulatory obligations

6. Information Sharing

Urbanese does not sell personal data. We may share your information only as necessary in the following cases:

Within the Ecosystem

  • Customer delivery details are shared with vendors and assigned riders
  • Vendor business details are visible to customers

With Service Providers

  • Payment processors
  • Cloud hosting providers
  • SMS/email notification services

Legal Compliance

  • If required by law, court order, or government authority

7. Data Security

We implement industry-standard security measures, including:

  • Encrypted data transmission (SSL)
  • Secure cloud infrastructure
  • Role-based access controls
  • OTP verification for deliveries
  • Regular system monitoring

While we take strong precautions, no system can guarantee absolute security.

8. Data Retention

We retain your personal data:

  • As long as your account remains active
  • As required for tax and financial compliance
  • To resolve disputes and prevent fraud

Users may request account deletion, subject to legal retention requirements.

9. User Rights

You may have the following rights regarding your personal data:

  • To access your personal data
  • To correct inaccurate information
  • To request deletion of your data
  • To withdraw consent where applicable

Requests can be submitted to vendorsupport@urbanese.com.

10. Children’s Privacy

Urbanese is not intended for individuals under 18 years of age. We do not knowingly collect personal data from minors.

The app may contain links to third-party services. Urbanese is not responsible for the privacy practices of third-party websites and services. Users should review third-party privacy policies separately.

12. Changes to This Policy

Urbanese reserves the right to update this Privacy Policy from time to time. Updates will be posted within the app and on the website with a revised "Last Updated" date. You are encouraged to review this policy periodically for any changes.