Privacy Policy

Privacy Policy for Paiya and Paiya Rider

This section applies to the Paiya customer app and the Paiya Rider app operated by Indus Tech Nexus (SMC-Private) Limited (“we,” “our,” or “us”).

Paiya is a platform for booking bike rides and small parcel deliveries, and Paiya Rider is the rider-side application used by approved riders to accept and complete trips and delivery requests.

By using Paiya or Paiya Rider, you agree to the collection and use of your information in accordance with this Privacy Policy.

1. Information We Collect

Depending on the service you use, we may collect the following categories of data:

A. Account and Identity Information

full name
mobile number
email address, if provided
profile information
account login and verification details

B. Rider Verification Information

For rider registration and approval, we may collect:

CNIC or national identity details
driving licence details
motorcycle registration details
rider profile photo
supporting verification documents
police verification or related background-check information, where applicable

C. Location Information

To enable ride booking, rider matching, pickups, drop-offs, navigation, trip tracking, and safety functions, we may collect:

approximate location
precise device location
pickup and drop-off locations
live trip location while the app is in use

D. Trip and Delivery Information

ride and parcel booking details
pickup and drop-off addresses
trip date, time, route, and status
booking history
fare, commission, and settlement information
cancellation and no-show records

E. Device and Technical Information

We may collect limited technical information necessary for app performance, safety, and fraud prevention, such as:

device type
operating system version
app version
crash logs
diagnostic information
basic device identifiers or push notification tokens, where used by the app or integrated SDKs

F. Communication and Support Information

If you contact us, we may collect:

support messages
complaint details
call or chat records, where applicable
documents or screenshots you provide

G. Payment and Transaction Information

Where relevant to the service, we may collect:

ride fare and delivery charges
payment status
cash, wallet, bank, or settlement records
refund or adjustment records

We do not store your full card or bank credentials unless this is handled by an authorized third-party payment provider and clearly disclosed in the app.

2. How We Use Your Information

We use personal and service-related data to:

create and manage your Paiya or Paiya Rider account
verify riders and approve rider profiles
match customers with nearby riders
process ride and parcel bookings
provide navigation, tracking, and trip completion functions
calculate fares, rider commissions, and settlements
provide customer and rider support
investigate complaints, disputes, and fraud
improve app performance, reliability, and safety
send service notifications, OTPs, alerts, and important account updates
comply with legal, regulatory, tax, law-enforcement, and safety obligations

3. How We May Share Information

We may share relevant data only where necessary for operating the service, including with:

riders and customers, only to the extent needed to complete a booking
service providers and vendors supporting app hosting, messaging, maps, analytics, customer support, or technical operations
payment, settlement, or financial service providers, where applicable
law enforcement, regulators, courts, or government authorities, where legally required or necessary for safety, fraud prevention, or legal compliance
professional advisors, such as legal, audit, or compliance advisors, where necessary

We do not sell personal data to third parties.

4. Data Security

We take reasonable administrative, technical, and organizational steps to protect personal and sensitive user data against unauthorized access, misuse, loss, alteration, or disclosure. These measures may include controlled access, verification procedures, secure storage practices, and encrypted transmission where appropriate.

However, no internet-based platform can guarantee absolute security.

5. Data Retention

We keep personal data only for as long as reasonably necessary for:

account management
trip history and support
settlements and financial records
fraud prevention and safety review
legal, tax, audit, and regulatory obligations
dispute handling and enforcement of our terms

Some data may be retained for a longer period where required by law or where reasonably necessary to protect legal rights, investigate misuse, or maintain business records.

6. Account Deletion and Data Deletion Requests

Users may request deletion of their Paiya or Paiya Rider account and associated data through:

the account deletion option inside the app, where available; and/or
the web-based deletion/contact page on our website; and/or
the official support contact details listed below

When we receive a deletion request, we may first verify the identity of the person making the request. Once verified, we will process the request within a reasonable time, subject to any data we are required or permitted to retain for legal, tax, fraud-prevention, dispute, safety, or compliance purposes. Google Play also requires a web-based deletion path for apps with account creation. ([Google Help][2])

If you believe that information associated with your account was changed, removed, or deleted without your knowledge, please contact us immediately using the support details above.

7. Children’s Privacy

Paiya and Paiya Rider are not intended for children under 13 years of age. We do not knowingly create accounts for or intentionally collect personal data from children under 13 for these services. If we learn that such information has been collected unintentionally, we will take reasonable steps to delete it. Google requires a privacy policy for apps targeting children and also expects child-directed data handling to follow stricter rules. ([Google Help][3])

8. Third-Party Services and SDKs

The app may use third-party services or SDKs for functions such as maps, messaging, analytics, crash reporting, hosting, or notifications. Where such services process personal or device data on our behalf, we aim to use them only as necessary for app functionality, operations, security, and improvement. Google requires your privacy policy and Data safety declarations to accurately reflect data collected and handled by third-party SDKs as well. ([Google Help][4])

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any updated version will be posted on this page with the revised effective date. Continued use of Paiya or Paiya Rider after changes become effective means you accept the updated policy.

10. Contact Us

If you have questions about this Privacy Policy, your account, your personal data, or a deletion request, please contact:

Indus Tech Nexus (SMC-Private) Limited
Support Contact for Paiya

Email: info@industechnexus.com
Phone / WhatsApp: +923318314737

Or You can contact via Paiya Rider App Support

Paiya Account Deletion and Customer Support

If you are a Paiya customer and would like to request deletion of your Paiya account and associated personal information, you may contact us through:

the account deletion option available in the Paiya application, or
by submitting a request through our website or support contact details below

If you believe that any information associated with your Paiya account has been changed, removed, or deleted without your knowledge or authorization, you may contact us immediately so that we can review the issue and assist you.

Support Contact for Paiya

Email: info@industechnexus.com
Phone / WhatsApp: +923318314737