Privacy Policy

Welcome to NayaBazar ("we", "our", or "us"). NayaBazar is Pakistan's trusted online marketplace, accessible online via https://nayabazar.pk/ and our associated mobile applications.

This Privacy Policy explains how we collect, process, disclose, and safeguard personal information obtained from buyers, sellers, and casual visitors across our marketplace platform. By accessing or using our services, placing orders, registering an account, or interacting with our platform, you acknowledge and agree to the data collection and processing practices described herein.

We collect personal data to fulfill orders, ensure account security, communicate updates, and continuously improve your marketplace shopping experience. The categories of information collected include:

If you contact our support team directly via phone (+92 300 3251525), WhatsApp, or email ([email protected]), we may collect the contents of your messages, inquiry reasons, and attachments to resolve your issue efficiently.

NayaBazar uses the collected data strictly for legitimate business, transactional, and service-enhancement purposes, including:

• Order Processing & Delivery Logistics: Coordinating order validation, packing, shipment, and delivery fulfillment with marketplace sellers and courier partners as outlined in our Terms of Service.
• Transactional Alerts & Critical Updates: Sending necessary order confirmations, OTP verification codes, dispatch notifications, and customer support communications.
• SMS & WhatsApp Communications (Consent & Opt-out): We may send transactional updates (order status, OTPs) and occasional promotional offers via SMS or WhatsApp. Users can opt out of promotional messages anytime by contacting support or following the unsubscribe link/reply.
• Returns, Replacements & Refunds: Verifying order legitimacy and processing customer claims, returns, and refunds according to our platform return policies.
• Platform Security & Fraud Prevention: Detecting fraudulent orders, preventing abusive chargebacks, verifying user credentials, and protecting sellers and buyers alike.
• Platform Analytics & Experience: Understanding product demand, optimizing search queries, fixing technical glitches, and enhancing user interface responsiveness.

To ensure safe and convenient transactions across Pakistan, NayaBazar supports recognized payment channels:

• Cash on Delivery (COD): Pay in cash directly to the courier agent upon physical package delivery.
• Digital Wallets: Secure wallet transfers via JazzCash and Easypaisa.
• Instant Settlement: State Bank of Pakistan's Raast instant P2P/merchant payment rail.
• Bank Transfers: Direct transfers via your online banking portal or mobile app.

NayaBazar operates as a unified marketplace. In order to process, pack, and transport your orders, we disclose limited and strictly necessary information solely to authorized partners:

• Logistics & Courier Partners: Our delivery fleet and courier partners receive the recipient's name, shipping address, landmark directions, and phone number strictly to route, transport, and hand over the package, as well as send delivery status alerts.
• Marketplace Sellers: Sellers who list items on NayaBazar receive only the order and packaging details required to prepare the items. Marketplace sellers are contractually bound by our privacy standards and are strictly prohibited from storing, sharing, or using customer contact data for unsolicited external marketing.
• Legal & Regulatory Authorities: We may disclose user information when mandated by Pakistani law, judicial summons, or law enforcement authorities, or when necessary to investigate fraudulent transactions and enforce our Terms of Service.

Delivery procedures, schedules, and carrier allocations are conducted in accordance with our operational delivery guidelines and Terms of Service.

NayaBazar utilizes small data files known as "cookies" along with local browser storage to provide an efficient and tailored experience. These include:

• Essential Session Cookies: Maintain your active session, shopping cart items, and authenticated status as you browse between pages.
• Preference Cookies: Remember your selected language, delivery zone, and display settings.
• Analytics & Performance: Help us measure site visits, identify popular categories, monitor server response times, and diagnose application errors.

You can configure your browser to block or delete cookies at any time. However, disabling essential cookies may impact your ability to add items to your cart, place orders, or log in to your account.

We maintain comprehensive technical, administrative, and physical safeguards designed to prevent unauthorized access, loss, alteration, or disclosure of your personal data:

• HTTPS/TLS Encryption: All data transmitted between your device and NayaBazar servers is encrypted using modern TLS certificates.
• Restricted Access: Only authorized personnel who require customer details for order fulfillment and dispute resolution are granted access.
• Continuous Monitoring: Server firewalls, automated rate limiting, and brute-force defenses protect account logins and checkout APIs.

While we take industry-standard measures to protect personal data, no internet transmission or electronic storage method can guarantee absolute security. We encourage users to maintain unique, confidential passwords and notify us immediately of any suspected account compromise.

We retain personal information only for as long as necessary to fulfill the purposes described in this policy, including:

• Maintaining an active customer profile, order history, and account preferences.
• Facilitating customer support inquiries, dispute resolutions, and authorized returns/refunds.
• Complying with statutory financial audit, commercial record-keeping, and taxation regulations under Pakistani law.
• Enforcing marketplace agreements and preventing fraudulent activities.

When personal information is no longer needed, it is either securely deleted or anonymized for aggregated analytics.

As a user of NayaBazar, you enjoy full transparency and control over your personal data:

• Right to Access & Review: You can view your saved profile information, past orders, and addresses by logging into your account.
• Right to Rectification: You can update or correct out-of-date contact details and delivery addresses through your account settings or by contacting our support team.
• Right to Erasure / Account Deletion: You may request the deactivation or permanent deletion of your account and personal records, subject to any statutory record-retention requirements for fulfilled orders.
• Promotional & Marketing Opt-out: Users can opt out of promotional messages and marketing campaigns anytime by contacting support, clicking unsubscribe in marketing emails, or replying to promotional SMS/WhatsApp alerts. Transaction-critical notifications (such as OTPs and active order updates) will continue to be delivered for order security.

NayaBazar is designed for a general audience and does not intentionally solicit or collect personal identifiable information from individuals under the age of 13.

If a parent or legal guardian discovers that their child has registered an account or provided personal details without consent, please contact us immediately at [email protected]. We will promptly take necessary steps to remove the information and close the associated profile.

Changes to This Policy

We reserve the right to update this policy as our services evolve. Any modifications will be posted here with an updated "Effective Date". For significant updates, we may also notify you via email, SMS, or prominent notifications on the NayaBazar platform. Your continued use of our website or mobile applications after the posting of revised terms indicates your understanding and acceptance of the updated policy.

Governing Law & Jurisdiction

This Privacy Policy is governed by and construed in accordance with the applicable laws of the Islamic Republic of Pakistan (including the Prevention of Electronic Crimes Act, PECA, and relevant electronic transaction and consumer regulations). Any dispute, controversy, or claim arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts in Pakistan.

If you have questions, concerns, feedback, or grievances regarding this Privacy Policy or our data handling practices, our customer support team is available daily: