Riwak ("we", "our", or "us") operates the Riwak mobile application and website (collectively, the "Service"). This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our Service. By using Riwak, you agree to the practices described in this policy.
2. Information We Collect
2.1 Personal Information
When you create an account, place an order, or use certain features, we may collect:
We may automatically collect technical information when you access the Service, including IP address, device type, operating system, app version, browser type, pages/screens visited, time of access, and referral URLs.
2.3 Transaction Data
We collect order details (products, quantities, pricing, discounts/coupons applied, shipping/delivery charges, totals), payment method (including Cash-on-Delivery), order status history, returns/refunds, and order communications. We do not store full payment card details on our servers.
3. How We Use Your Information
We use your information to:
Provide, operate, maintain, and improve the Service
Process and fulfill orders, including shipping, delivery, returns, and refunds
Communicate with you about orders, updates, and account activity (via WhatsApp, SMS, and/or email)
Send you promotional communications in accordance with your notification preferences
Verify your identity, prevent fraud, and enhance security
Provide customer support and resolve inquiries, disputes, or issues
Personalize your experience and show relevant products/recommendations
Analyze usage, trends, and performance to improve our Service
Comply with applicable laws, regulations, or legal obligations
4. Information Sharing & Disclosure
We do not sell or rent your personal information to third parties for their marketing purposes. We may share limited information only in the following cases:
Sellers/Merchants: We share order-specific details (items, quantities, shipping address, contact details) with the store(s) fulfilling your order to complete delivery.
Delivery & Logistics: We share necessary delivery details with authorized delivery partners to fulfill your order.
Service Providers: We may share information with trusted third-party service providers (hosting, analytics, SMS/WhatsApp/email delivery) who process data on our behalf under strict confidentiality and data protection obligations.
Legal Requirements: We may disclose information when required by law, court order, or government request, or when necessary to protect our rights, users, safety, or property.
Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred as permitted by law.
5. Data Security
We take reasonable technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. However, no internet or electronic transmission is completely secure. We cannot guarantee absolute security.
6. Your Rights & Choices
You have the following rights regarding your information:
Access & Update: You can view and update your profile and address information in the Riwak app or website.
Notification Preferences: You can manage your email/SMS/WhatsApp notification preferences in your account settings.
Opt-Out of Marketing: You can opt out of promotional communications at any time by following the unsubscribe instructions in those messages or updating your preferences.
Account Deletion: You may request deletion of your account by contacting us via the Help Center. We may retain certain information as required by law or for legitimate business purposes (e.g., order records for tax/compliance).
7. Cookies & Tracking Technologies
We may use cookies, local storage, and similar technologies to remember your preferences, maintain sessions, analyze usage, and improve your experience. You can manage or disable cookies through your device or browser settings, though some features may not function properly.
8. Children's Privacy
The Service is not intended for children under the age of 13. We do not knowingly collect personal information from children under 13. If we learn that we have collected such information, we will take steps to delete it.
9. Data Retention
We retain your personal information for as long as necessary to provide the Service, fulfill orders, comply with legal obligations, resolve disputes, and enforce our agreements. When no longer needed, we securely delete or anonymize your information.
10. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. When we make changes, we will update the "Last Updated" date at the top of this page. Your continued use of the Service after any changes indicates your acceptance of the updated Privacy Policy.
11. Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us through the Help Center in the Riwak mobile app or website.