プライバシー · puraibashīPrivacy Policy

Information we collect

Information you provide to us directly:

• Name, contact number, and email address
• Delivery address and any delivery instructions
• Order details, dietary notes, and product preferences
• Payment information (processed by our payment partners — see Who we share your information with)
• Communications you send us, including complaints, feedback, and survey responses
• Account credentials, if you create a customer account
• Marketing consent and preferences

Information collected automatically when you use our website:

• Device information (IP address, browser type, operating system, device identifiers)
• Usage data (pages visited, time spent, referral URLs, clickstream)
• Cookie and similar tracking technology data (see Cookies and similar technologies)
• Approximate location, derived from your IP address, or precise location where you grant permission

Information we receive from third parties:

• Order and delivery confirmation data from our delivery partners
• Payment confirmation data from our payment service providers
• Marketing analytics from advertising platforms we use

How we use your information

We use your personal information for the following purposes:

• To process and fulfil your orders, including coordinating delivery
• To send order confirmations, delivery updates, and post-delivery follow-up
• To respond to enquiries, complaints, and refund requests
• To operate our customer relationship management (CRM) system, which allows us to recognise repeat customers, personalise our service, and improve quality
• To send you marketing communications about products, offers, and promotions — only where you have consented or where otherwise permitted by law
• To analyse usage of our website and improve our products, services, and user experience
• To prevent fraud, secure our systems, and protect against misuse
• To comply with our legal, regulatory, tax, and accounting obligations
• To establish, exercise, or defend legal claims

Legal bases for processing

Where applicable, we rely on the following legal grounds:

• Performance of a contract — to fulfil your orders and provide customer service
• Consent — for marketing communications, non-essential cookies, and similar uses where you have actively opted in
• Legitimate interests — to operate, secure, and improve our business, where this does not override your rights and freedoms
• Legal obligation — to comply with applicable laws, including the Electronic Transactions Ordinance 2002, the Prevention of Electronic Crimes Act 2016, applicable consumer protection laws, and tax and accounting requirements

Who we share your information with

We do not sell your personal information. We share it only with the following categories of recipients, and only to the extent necessary:

• Payment processors: SafePay and other authorised payment service providers. Card and wallet details are entered into and tokenised by these providers; we do not store full payment card numbers on our systems.
• Delivery partners: Our own delivery riders, foodpanda’s PandaGo service, inDrive, and other third-party logistics partners we may engage from time to time. We share the minimum information required for delivery (name, delivery address, contact number, and order contents).
• CRM and marketing service providers: Software vendors that host our customer database, send transactional and marketing communications, and provide marketing analytics.
• Cloud hosting and IT service providers: Vendors that host our website, store our data, and support our IT operations.
• Professional advisors: Lawyers, accountants, auditors, and consultants, where required.
• Regulators, law enforcement, and courts: Where we are required to disclose information by law, court order, or lawful regulatory request.
• Corporate transactions: In the event of a merger, acquisition, restructuring, or sale of business assets, your information may be transferred to the relevant counterparty, subject to equivalent protections.

Marketing communications

If you opt in, we may contact you by email, SMS, WhatsApp, or push notification with information about our products, offers, events, and loyalty rewards. You can withdraw your consent at any time by:

• Clicking the “unsubscribe” link in our marketing emails
• Replying “STOP” to our SMS or WhatsApp messages
• Adjusting your preferences in your customer account
• Emailing us at privacy@jouzu.jp

Withdrawing marketing consent does not affect transactional messages we send in connection with your orders (such as order confirmations and delivery updates), which are necessary to perform the contract between us.

Customer profiling and personalisation

We use our CRM system to maintain order history, recognise repeat customers, and tailor our service. This may include:

• Recording your order history and preferences
• Segmenting customers for targeted promotions
• Personalising email, SMS, and WhatsApp content
• Measuring marketing performance and customer satisfaction

If you wish to object to profiling for marketing purposes, please email privacy@jouzu.jp.

Cookies and similar technologies

Our website uses cookies and similar technologies to operate the site, remember your preferences, analyse traffic, and (where you consent) deliver personalised marketing. We use:

• Essential cookies — required for the site to function
• Analytics cookies — to understand how the site is used
• Marketing cookies — to deliver and measure advertising

When you first visit our website, you will be presented with a cookie banner that allows you to accept or decline non-essential cookies. You can also manage cookies through your browser settings.

Data retention

We retain your personal information only for as long as necessary for the purposes set out in this Policy:

• Order and transaction records: at least six (6) years, in line with tax and accounting requirements
• Customer account and CRM data: while your account is active, and for up to three (3) years after your last interaction with us
• Marketing data: until you withdraw consent, after which we retain a minimal record of your opt-out
• Website logs and analytics: typically up to twenty-four (24) months

After these periods, we will securely delete or anonymise your data.

Your rights

Subject to applicable law, you have the following rights:

• Right to access the personal data we hold about you
• Right to request correction of inaccurate or incomplete data
• Right to request deletion of your data, where there is no overriding legal reason for us to retain it
• Right to object to or restrict certain processing, including direct marketing
• Right to withdraw consent at any time, where processing is based on consent
• Right to request a copy of your data in a portable format
• Right to lodge a complaint with a competent data protection or consumer authority

To exercise any of these rights, email privacy@jouzu.jp. We may ask you to verify your identity before responding, and we will respond within a reasonable timeframe (typically within thirty (30) days).

Security

We take reasonable technical, organisational, and administrative measures to protect your personal information against unauthorised access, loss, misuse, or alteration. These include encryption in transit, access controls, secure payment tokenisation through SafePay and other PCI-compliant processors, and staff training. No method of transmission or storage is fully secure, however, and we cannot guarantee absolute security.

International data transfers

Some of our service providers — including cloud hosting, CRM, and marketing analytics vendors — may process your personal information outside Pakistan. Where this occurs, we take steps to ensure that your data is protected to a standard consistent with this Policy and applicable Pakistani law.

Children

Our services are not directed at children under the age of eighteen (18). We do not knowingly collect personal information from minors. If you believe a child has provided us with personal information, please contact privacy@jouzu.jp and we will delete it.

Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices or applicable law. The “Last updated” date at the top of this Policy indicates when it was last revised. Material changes will be communicated by posting a notice on our website or by direct communication where appropriate.

Contact us

For any questions, requests, or complaints regarding this Privacy Policy or our handling of your personal information:

Jouzu (SMC) Pvt. Ltd.
Attn: Privacy Officer
15 Ghazi Rd, Commercial Area, Sector K, DHA Phase 1, Lahore 54660, Pakistan
Email: privacy@jouzu.jp
Phone: +92 42 111 243373

Governing law

This Privacy Policy is governed by the laws of the Islamic Republic of Pakistan, including the Electronic Transactions Ordinance 2002 and the Prevention of Electronic Crimes Act 2016. The provisions of this Policy are also designed to align with the principles of Pakistan’s draft Personal Data Protection Bill, and we will update our practices as that legislation is finalised and brought into force.