Privacy Policy of Customer Mobile Platform

Privacy Policy Agreement

1. Data Collection

• Personal Information: The platform collects personal details such as your name, phone number, email address, delivery addresses, and payment information when users create accounts, place orders, or interact with the platform. This information is essential for delivering products, processing payments, and providing customer support.

• Usage Data: Information such as browser type, IP address, app usage data, and device identifiers may also be collected to improve user experience, analyze platform performance, and for troubleshooting purposes.

2. Purpose of Data Collection

• Order Processing: Personal data is used to process orders, communicate order status updates, and facilitate deliveries. The platform needs to pass on relevant information to delivery drivers and vendors.

• Customer Support: Collected data is used to provide customer service, including handling refund requests, resolving disputes, and troubleshooting account-related issues.

• Marketing and Promotions: With user consent, contact information may be used for marketing purposes, such as promotional emails or notifications about new offers, flash sales, or discounts.

3. Data Sharing

• Third-party Vendors: Data may be shared with vendors on the platform to facilitate orders and deliveries. For example, vendors will receive customer names and delivery addresses to ship products.

• Service Providers: The platform uses third-party services for tasks like payment processing (e.g., ABA Pay, ACLEDA Deeplink, Credit/Debit Card WebView), chat services, and OTP verification (e.g., OneSignal). These providers are granted access to data as needed to perform their services and are bound by strict confidentiality agreements.

4. Security Measures

• Encryption: All transactions involving personal or payment data are encrypted using industry-standard measures such as SSL/TLS protocols. Sensitive information like passwords and payment details is stored securely, ensuring protection from unauthorized access.

• Data Retention: Personal data is retained for as long as the user’s account is active or as necessary to provide services. For example, chat histories are automatically deleted after one year.

5. User Rights

• Access and Rectification: Users have the right to access their data and request corrections. They can update their information, such as delivery addresses, through the mobile app or website.

• Deletion of Data: Users may request the deletion of their data if they decide to stop using the platform. However, some data may be retained for legal or regulatory reasons, such as records of completed transactions.

6. Cookies and Tracking Technologies

• The platform uses cookies to enhance the user experience, remember user preferences, and for analytics purposes. Users can opt out of certain cookies, but this may affect the functionality of the website or app.

7. Refund and Order Cancellations

• Refunds: Users can request refunds through the platform if a product is not delivered as expected. The personal information provided during the refund process will be used only for processing the refund and resolving disputes with vendors.

• Order Cancellations: Canceled orders will be stored for historical purposes but marked as canceled in the user’s account history.

8. Notifications and Communication

• Order Notifications: Users will receive notifications related to their orders (e.g., confirmation, shipment, and delivery updates). If the user follows a vendor or subscribes to a newsletter, they may also receive notifications about new products or promotions.

• Marketing Opt-Out: Users can opt out of marketing communications at any time through their account settings.

9. Children's Privacy

• The platform does not knowingly collect personal information from children under the age of 13. If it is discovered that personal data has been collected from a child, it will be promptly deleted unless consent from a guardian is obtained.

10. Changes to the Privacy Policy

• Policy Updates: Any updates or changes to the privacy policy will be communicated to users through the platform. Users will be asked to review and accept the changes before continuing to use the service.

11. Compliance with Laws

• The platform complies with local data protection laws and international standards, such as the General Data Protection Regulation (GDPR) for EU users, and Cambodian privacy laws to ensure proper handling of personal data.

12. Dispute Resolution

• Users who believe their data has been mishandled or have concerns about privacy may contact the platform’s support team. Disputes regarding privacy violations will be handled in accordance with the platform’s dispute resolution policy.

13. Consent

• By using the platform (app or website), users agree to the collection, storage, and use of their personal data as described in this privacy policy. Users are also asked to provide explicit consent for data usage for specific purposes, such as marketing.

Additional Policies

1. Order Policy

• Order Placement: Users are required to provide accurate and complete information when placing orders, including delivery address and payment details. Once an order is placed, users will receive a confirmation, and the status of their order can be tracked through the mobile app or website.

• Order Status: Orders go through various stages, such as Pending, Confirmed, Preparing, Ready, and Completed. Users will receive notifications at each stage. If an order is canceled, it must be done before the Confirmed status to avoid processing and delivery costs.

• Order Cancellation: Users may cancel their orders while they are still in the Pending status. Once the order moves to Confirmed or Preparing, it can no longer be canceled.

• Refunds: Users can request refunds after their order is completed if the product does not meet expectations. Refund requests are subject to review by both the vendor and platform administrators.

2. Promotion and Flash Sales

• Promotions: The platform may offer special promotions or discounts on select items. These promotions will have clearly defined start and end dates, along with any conditions (e.g., minimum order amounts, applicable products).

• Flash Sales: Flash sales offer time-limited deals on specific products with limited quantities. Users will be notified of upcoming flash sales through the app or website. Flash sale prices are only available during the specified time frame, and orders must be placed before the sale expires.

3. Privacy Policy Update

• Notification of Changes: The platform reserves the right to update the privacy policy at any time. Users will be notified via email, push notifications, or in-app messages when significant changes are made. The new privacy policy will take effect immediately upon publication.

• User Consent: Continued use of the platform after privacy policy updates will constitute acceptance of the new terms. Users may be asked to explicitly agree to major changes before proceeding with their account.

4. Voucher and Coupon Application

• Voucher Issuance: Vouchers and coupons may be issued by either the platform (admin) or specific vendors. These vouchers may apply to individual products, total orders, or delivery fees. Users can claim and apply these vouchers during the checkout process.

• Voucher Conditions: Each voucher or coupon will have specific conditions, such as expiration dates, minimum purchase amounts, and restrictions on applicable products. Users can only apply one voucher per order unless otherwise specified.

• Voucher Claiming: Users must claim available vouchers before applying them to their orders. Claimed vouchers will be stored in the user’s account and can be accessed during checkout. Vouchers will be automatically disabled once they are expired or fully redeemed.

• Real-time Calculation: Once a voucher is applied, the discount will be reflected in the order total in real-time, providing users with an accurate view of their savings.

5. Delivery Fee

• Dynamic Calculation: Delivery fees are calculated based on the distance between the vendor's location and the customer’s delivery address. The platform uses a dynamic delivery fee model, meaning the fee will vary depending on the delivery zone or region.

• Fee Transparency: Users will see the exact delivery fee at checkout before confirming their order. The platform ensures that delivery fees are transparent, and no hidden charges will apply.

• Delivery Discounts: Some promotions may offer free or discounted delivery. These offers will be reflected in the delivery fee section during the checkout process when a delivery voucher is applied.

6. Chat Support (Image, Voice, Text, Video)

• Real-time Communication: The platform provides a robust chat feature allowing users to communicate directly with vendors or the platform's support team. Users can send messages, images, voice recordings, and even videos to resolve inquiries.

• Multimedia Support:

  • Text Messages: Users can communicate via text for quick questions or order inquiries.
  • Images: Users can send images (up to 5MB) when necessary, such as sending screenshots of issues or product-related concerns.
  • Voice Messages: Users can send voice recordings (up to 30 seconds) to explain more complex issues or questions.
  • Video Messages: For certain interactions, users may send video messages (up to 10MB) to further explain their concerns or provide detailed information.
  • Product Messages: User can send with product query from product detail for asking clearly what they want.

• Chat History: All chat interactions are stored securely within the platform and can be accessed by both users and vendors. However, chat history will be deleted after one year for privacy and storage efficiency reasons.

• Notifications: Users will receive notifications when they receive a response from support or vendors. Both mobile push notifications and in-app alerts will keep users informed of new messages.