Privacy Policy

1. Who we are

Karachi Bay is operated by [Registered business name] (NTN [NTN]), [Registered business address], Karachi, Pakistan (“Karachi Bay”, “we”, “us”). This policy explains how we handle personal information when you use our website, order through WhatsApp or phone, or visit a branch.

Questions? Email [email protected] or call +92 339 1100049.

2. What we collect

• Contact details: your name, mobile number and, if you give it, your email address.
• Delivery details: addresses, nearest landmarks, delivery notes and, if you choose to share it, a map location.
• Order details: what you ordered, when, how you paid, coupons used, and order notes.
• Bay Rewards: points earned and used, your tier, referral code, and your birthday if you add it.
• Messages: what you send us through our contact form, WhatsApp, phone or email.
• Technical data: basic device and browser information, IP address and logs needed to keep the site secure and working.

We do not collect or store card numbers on this website. Payment is made on delivery or at the counter.

3. How we use it

• To take, prepare, deliver and support your orders, including sending you order updates by SMS, WhatsApp or phone call (order confirmation, status, rider contact). These are service messages and are part of placing an order.
• To sign you in with a one-time code sent to your mobile number.
• To run Bay Rewards: crediting and redeeming points, tiers, referral and birthday bonuses.
• To answer your questions and resolve complaints, refunds or missing items.
• To prevent fraud and abuse (for example, misuse of first-order coupons or referral bonuses) and to keep our systems secure.
• To understand, in aggregate, what is working so we can improve our menu and service.
• To meet our legal, tax and accounting obligations.

4. Marketing messages

We only send offers and promotional messages if you have opted in (for example, the marketing checkbox in your profile). You can opt out at any time from your profile or by replying STOP / messaging us. Opting out does not affect order updates.

5. Who we share it with

We never sell your personal information. We share only what is needed with:

• Our riders and branch staff, who need your name, number and address to deliver your order.
• Service providers who help us run the business, such as hosting, SMS and WhatsApp messaging providers, and our point-of-sale/accounting system. They may only use your data to provide their service to us.
• Authorities, where required by Pakistani law, including the Prevention of Electronic Crimes Act, 2016 (PECA), or to protect our rights, customers or staff.

6. Storage and security

Your data is stored on secured servers with access limited to staff who need it. We use encrypted connections (HTTPS) and short-lived sign-in tokens. No system is perfectly secure, but we take reasonable technical and organisational steps to protect your information, consistent with our obligations under PECA 2016. Our service providers may store data on servers located outside Pakistan.

7. How long we keep it

We keep order and account records for as long as your account is active and as needed for tax, accounting and legal purposes (generally up to 6 years for financial records). Contact form messages are kept for up to 2 years. When data is no longer needed we delete or anonymise it.

8. Your choices and rights

• View and update your name, email, addresses and marketing preferences in your account at any time.
• Ask us for a copy of the personal data we hold about you, or to correct it.
• Ask us to delete your account. We will delete or anonymise your data except where we must keep records by law. Unused Bay Points are forfeited when an account is deleted.

To make a request, email [email protected] from your registered details or message us on WhatsApp from your registered number. We may need to verify it’s you.

9. Cookies and local storage

We use your browser’s local storage to remember your cart, delivery mode and sign-in session on your device. These are essential for the site to work. If we add analytics or advertising cookies in future, we will update this policy first.

10. Children

Our services are meant for people aged 18 and over, or younger with a parent or guardian’s permission. We do not knowingly collect data from children without that permission.

11. Changes to this policy

We may update this policy from time to time. The “last updated” date above shows the latest version. Significant changes will be highlighted on the site.