Privacy Policy

Legal Company Name: Bestu Commerce Pvt. Ltd.

Application: Bestu

Company Registration No.: 400181/83/84

Country: Nepal

Phone: 9769681816

Registered Address: Biratnagar-10, Nepal

Website: bestucommerce.com.np

Bestu Commerce Pvt. Ltd. is responsible for the personal information processed under this Privacy Policy.

This Privacy Policy applies to:

• Registered customers;

• Guest users who browse the Service;

• Visitors to our website;

• Personal information processed to operate Bestu.

This Policy does not apply to independent restaurants, shops, or third-party websites and services that we do not control.

We collect information needed to operate, secure, and improve the Service.

Depending on how you use Bestu, we may collect the following information.

3.1 Account Information

This may include:

• Mobile phone number;

• Name or display name;

• Login credentials;

• Security information;

• OTP verification information;

• Selected city;

• Optional email address;

• Other profile information you choose to provide.

We use security measures designed to protect account credentials.

3.2 Delivery Address and Location Information

We may collect:

• Delivery addresses;

• Address labels;

• Landmarks;

• City information;

• Map coordinates when you place a location pin;

• Contact information used for delivery.

Precise location is collected only when you grant the relevant permission and use a location-based feature.

You may be able to manually enter an address without enabling location permission.

3.3 Order and Purchase Information

We may collect:

• Items added to your cart;

• Products or food ordered;

• Quantities;

• Prices;

• Delivery fees;

• Discounts and coupons;

• Order notes;

• Order status;

• Delivery information;

• Subscription information;

• Event pre-order information;

• Payment method and payment status;

• Loyalty points or promotional benefits.

3.4 Payment Information

Bestu may collect information necessary to confirm a payment.

Depending on the payment method, this may include:

• Payment method;

• Transaction reference;

• Payment status;

• Amount paid.

Bestu does not intentionally collect or store full card numbers, CVV numbers, or bank passwords through the Bestu application.

Where payments are processed by a third-party payment provider, that provider may process information according to its own privacy policy and terms.

3.5 Customer Support Information

When you contact us, we may collect:

• Your name;

• Registered phone number;

• Order information;

• Messages;

• Complaint details;

• Other information you provide to help us resolve your issue.

3.6 Device and Technical Information

We may collect limited technical information necessary to operate and improve the Service, such as:

• Device type;

• Application version;

• Device identifiers;

• Push notification tokens;

• Security information;

• Crash reports;

• Diagnostic information.

3.7 Usage and Analytics Information

We may collect information about how the Service is used, including:

• Products viewed;

• Searches;

• Cart activity;

• Checkout activity;

• Purchases;

• Application performance;

• Errors and crashes.

We use this information to improve the Service and maintain its security and performance.

The customer application does not require access to:

• Your contacts;

• Your microphone;

• Background location, unless we clearly introduce such a feature and obtain any required permission.

We do not sell your personal information to unrelated advertisers.

We may use personal information to:

• Create and manage your account;

• Verify your phone number;

• Secure the Service;

• Process and fulfil orders;

• Deliver products and food;

• Manage subscriptions and pre-orders;

• Process payments;

• Apply discounts, coupons, and loyalty benefits;

• Send order and delivery notifications;

• Provide customer support;

• Prevent fraud and misuse;

• Improve our products and services;

• Analyse application performance;

• Comply with legal, accounting, and regulatory obligations;

• Protect the rights, safety, and property of Bestu, our users, riders, merchants, and others.

The Bestu application may request certain permissions depending on the features you use.

• Internet — To load information and operate the Service

• Notifications — To provide order and service updates

• Location — To help you select or pin a delivery address

• Photos or files — Only when you choose to upload supported content

You may refuse optional permissions. However, certain features may not work correctly without them.

We share personal information only when reasonably necessary to operate the Service, comply with legal obligations, or protect users and our business.

We may share information with:

Riders and Delivery Personnel

Information necessary to complete a delivery, such as:

• Customer name;

• Phone number;

• Delivery address;

• Order information.

Merchants and Food Providers

Information necessary to prepare and fulfil an order, such as:

• Ordered items;

• Order notes;

• Necessary delivery information.

Payment Providers

Information required to process or verify a payment.

SMS and Notification Providers

Information necessary to send:

• OTPs;

• Order notifications;

• Delivery notifications;

• Important service messages.

Technology and Cloud Service Providers

Information may be processed by service providers that help us operate:

• Databases;

• Servers;

• Cloud storage;

• Notifications;

• Analytics;

• Application security;

• Maps and location services.

Government Authorities

We may disclose information where required by law or valid legal process.

We may also share aggregated or anonymised information that does not reasonably identify you.

Bestu may use third-party services to provide features such as:

• Maps;

• Payments;

• SMS;

• Push notifications;

• Analytics;

• Cloud hosting;

• Crash reporting.

These third parties may process information according to their own privacy policies and contractual obligations.

Bestu may send notifications relating to:

• OTPs;

• Orders;

• Payments;

• Delivery updates;

• Important service information;

• Promotions where permitted.

You can generally control push notifications through your device settings.

Disabling notifications may prevent you from receiving some important updates.

The Bestu mobile application may use local device storage and secure storage to maintain necessary information such as:

• Login sessions;

• Application settings;

• Selected city;

• Cart information.

Our website may use cookies or similar technologies necessary to operate the website.

If additional optional cookies or analytics technologies are introduced, we may update this Privacy Policy.

Your information may be stored or processed on servers located outside Nepal.

This may occur where we use international cloud, technology, analytics, or payment service providers.

We take reasonable steps to use service providers and security measures appropriate for the operation of the Service.

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

Retention periods may depend on:

• The type of information;

• Whether you maintain an account;

• Legal and tax requirements;

• Accounting requirements;

• Security requirements;

• Dispute resolution needs.

Examples include:

Account Information

We generally retain account information while your account remains active and for a reasonable period necessary to process deletion requests or meet legal obligations.

Order and Transaction Information

Order, payment, and transaction information may be retained for accounting, tax, operational, legal, and dispute-resolution purposes.

Security Information

Security logs and device information may be retained for a limited period to prevent fraud and misuse.

Support Records

Support records may be retained for as long as reasonably necessary to resolve issues and maintain service records.

Subject to applicable law, you may request to:

• Access personal information we hold about you;

• Correct inaccurate information;

• Request deletion of your account;

• Withdraw optional permissions;

• Request information about your account.

To make a request, contact Bestu through the available support channels.

We may need to verify your identity before processing certain requests.

In some cases, we may retain information where required by law or necessary for legitimate purposes such as accounting, tax compliance, fraud prevention, or dispute resolution.

Where complete deletion is not possible because records must legally be retained, we may anonymise or restrict access to certain information where appropriate.

We use reasonable technical and organisational measures designed to protect personal information.

These measures may include:

• Secure connections between the application and our servers;

• Access controls;

• Authentication measures;

• Security monitoring;

• Restricted staff access;

• Appropriate storage protections.

However, no method of electronic transmission or storage is completely secure.

You should protect your:

• PIN;

• OTP;

• Account credentials;

• Delivery verification codes;

• Mobile device.

Bestu is not directed at children under the age of 16.

You must be at least 16 years old to create an account.

Users below the age of majority should use the Service with the involvement of a parent or legal guardian.

If you believe that personal information belonging to a child has been improperly provided to us, please contact us.

Bestu may send promotional messages where permitted.

You may be able to stop promotional notifications through your device settings or available application settings.

Transactional messages relating to account security, OTP verification, orders, payments, and deliveries may still be necessary to operate the Service.

We do not sell your personal information to unrelated advertisers.

We may update this Privacy Policy from time to time.

The "Last Updated" date at the top of this document will show when the Policy was most recently revised.

Where appropriate, we may notify users of significant changes through the application, website, or another reasonable communication method.

For questions about this Privacy Policy or your personal information, contact us at:

Email: bestuservicesoicals@gmail.com

You may also reach us through the support features in the Bestu application.

Company details are listed in section 1 (Who We Are).

Acknowledgement

By using Bestu, you acknowledge that you have read and understood this Privacy Policy.