Privacy Policy

Ovvor ("Ovvor," "we," "us," or "our") operates a dark-store grocery delivery service in Nepal through our mobile application (the "App") and related services. This Privacy Policy describes how we collect, use, share, and protect information when you use the App to browse products, place orders, and have groceries delivered.

By creating an account or otherwise using the App, you agree to the collection and use of information as described here. If you don't agree, please don't use the App.

We collect information you give us directly, information generated by using the App, and information from third parties you choose to connect (like Google).

Account information

When you create an account — whether by signing in with Google or verifying your phone number — we collect your full name, email address, phone number, and, optionally, your gender and a profile photo. If you sign in with Google, Google shares your name, email, and profile photo with us as part of that sign-in.

Location information

With your permission, we collect your device's precise or approximate location. We use this to confirm you're within an area we currently deliver to, to set and suggest delivery addresses, and to calculate distance and delivery time from the nearest dark store. You can decline location access, but you'll need to enter a delivery address manually and some features (like automatic serviceability checks) won't work.

Delivery addresses

Any delivery addresses you save to your account, including the address text, coordinates, and labels you give them (e.g. "Home," "Work").

Order and payment information

When you place an order, we collect the items you ordered, quantities, prices, delivery address, order status, and delivery timing. If you pay online, we record which payment method and provider you used and the transaction status — but your card number, wallet PIN, or other payment credentials are entered directly with the payment gateway (currently Khalti or eSewa) and never pass through or get stored on Ovvor's own servers. If you choose Cash on Delivery, no online payment data is collected at all.

Phone verification (OTP)

To confirm you control the phone number on your account, we send a one-time passcode via SMS and record whether it was verified successfully.

Device and notification information

A push-notification token unique to your device installation, so we can send you order status updates (e.g. "your order is packed," "your rider is on the way"). This token doesn't identify you personally on its own — we link it to your account so we know where to send your notifications.

Search and browsing activity

Search terms you enter in the App, and products you view, save, or suggest we stock — used to improve search results and help you find what you're looking for again.

Support communications

If you contact us for help, we keep a record of that conversation, including any contact details or account information you share with us, so we can resolve your issue and refer back to it later.

We use the information above to:

• Create and maintain your account, and verify it's really you (via OTP or Google Sign-In).
• Process and fulfil your orders — confirm serviceability, pack, dispatch, and deliver them.
• Send you order-status updates and other service notifications.
• Show you a catalog and search results relevant to where you are and what you've searched for before.
• Process payments through our payment gateway partners, or record a Cash on Delivery order.
• Respond to support requests you send us.
• Detect and prevent fraud, abuse, or activity that violates our terms.
• Meet legal, tax, and regulatory obligations that apply to us in Nepal.

We don't use your data to build advertising profiles, and we don't run third-party ad networks in the App.

We share information only where it's needed to run the service:

Delivery riders

The rider assigned to your order sees your name, delivery address, phone number, and order contents — enough to actually find you and hand over the right groceries.

Service providers we rely on

These providers only receive what they need to perform their specific function and are not permitted to use your information for their own purposes.

Legal reasons

We may disclose information if required by law, court order, or governmental request, or where we believe it's necessary to protect the rights, property, or safety of Ovvor, our users, or the public.

Business transfers

If Ovvor is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction — we'd notify you before your information becomes subject to a different privacy policy.

We keep your account and order information for as long as your account is active, so the App keeps working the way you'd expect (order history, saved addresses, etc.). After you delete your account, we remove or anonymize your personal information, except where we're required to keep records longer — for example, transaction records we must retain for tax or accounting purposes under Nepali law.

• Access and update: review and edit your name, email, phone, and saved addresses directly in the App's profile section.
• Location permission: turn it off anytime in your device settings — you'll just need to enter delivery addresses manually.
• Notifications: manage or disable push notifications in your device's notification settings.
• Delete your account: contact us (Section 10) to request deletion. We'll remove your personal information other than what we're legally required to retain.

The App is not directed at children, and we don't knowingly collect personal information from anyone under 13. If you believe a child has provided us with personal information, contact us and we'll delete it.

We use reasonable technical and organizational measures to protect your information — including encrypting data in transit between the App and our servers, and restricting who on our team can access personal data. That said, no method of transmission or storage is 100% secure, and we can't guarantee absolute security.

Ovvor operates in Nepal, but not all of the infrastructure behind the App is physically located here. Our servers are currently hosted in India, and providers we rely on — including Google (Sign-In, Firebase Cloud Messaging) and our cloud storage provider — may process data in other countries as part of running their services. Wherever your information is processed, we require it to be handled to the same standard described in this policy.

This Privacy Policy is governed by the laws of Nepal, without regard to conflict-of-law principles. Any dispute arising from this policy or your use of the App is subject to the exclusive jurisdiction of the courts of Nepal.

We may update this policy as the App changes. If we make material changes, we'll update the effective date at the top and, where appropriate, notify you in the App. We encourage you to review this page periodically.

If you have questions about this policy or want to exercise any of the choices above, reach us at:

• Email: ovvertrade@ovvor.com
• Registered business name: Ovvor Trade Pvt. Ltd.
• Registered address: Koteshwor-32, Kathmandu, Nepal