Table of Contents
1Introduction
PAKELP (Pvt) Ltd ("PAKELP", "we", "us", or "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform, including our mobile applications on iOS and Android, and our website at pakelp.com (collectively, the "Service").
This policy complies with:
- The Constitution of Pakistan (Article 14 — Right to Privacy)
- Prevention of Electronic Crimes Act (PECA) 2016
- Electronic Transactions Ordinance, 2002
- Personal Data Protection Act (upon enactment)
- International best practices for data protection
Important: By using PAKELP, you consent to the data practices described in this policy. If you do not agree with this policy, please do not use our Service.
2Information We Collect
2.1 Information You Provide Directly
- Account Information: Name, username, email address, and mobile number (mobile number is optional for customers and required for service providers)
- Credentials: Your password, which is stored only in encrypted (hashed) form and is never visible to us
- Profile Information: For service providers — business/service name, service category, city and area, description, profile photo, portfolio images, experience, availability, and business hours
- Identity Verification Documents (optional): If you choose to verify, CNIC (front and back) images, a selfie, and your CNIC number — see Section 2.4
- Communication Data: In-app messages/chat between users, reviews, ratings, enquiries, and support requests
- Payment Information (only if and when paid features are introduced): Billing details and transaction records, which would be handled by third-party payment providers regulated by the State Bank of Pakistan. We do not currently process payments or store card data
- Optional Information: Social media profiles, website URLs, and additional contact numbers you choose to add
2.2 Information Collected Automatically
- Device Information: IP address, device type, operating system, browser type, unique device identifiers
- Usage Data: Pages viewed, features used, search queries, click data, access times and dates
- Location Data: GPS location (if permitted), IP-based location, user-provided location
- Cookies and Tracking: Session cookies, preference cookies, analytics cookies
- Mobile App Data: Push notification tokens, app version, camera and photo library access (only when you grant permission)
- Log Data: Server logs, error reports, performance data
2.3 Information from Third Parties
- Authentication Providers: If you sign in via Google Sign-In or Sign in with Apple, we receive your name and email address from these services
- Payment Providers: Transaction confirmations and payment status
- Verification Services: Identity and document verification results
- Public Sources: Business directories, public records
2.4 Identity Verification Documents (CNIC & Selfie)
Identity verification is optional and is offered primarily to service providers who wish to display a verification badge. It is not required to create an account. If you choose to verify, we collect and process the following with your explicit consent:
- An image of the front of your CNIC/NICOP
- An image of the back of your CNIC/NICOP
- A selfie photograph, used only to confirm that the document reasonably matches you
- Your CNIC number, which is retained to prevent duplicate or fraudulent accounts
Purpose limitation: These documents are used solely to confirm identity and to detect fraud and duplicate accounts. We do not use your selfie for facial-recognition profiling, advertising, or any purpose beyond one-time identity matching.
Restricted access: Verification documents are stored in a secure, access-controlled storage location, separate from your public profile, and are accessible only to a limited number of authorised personnel for verification and fraud-prevention purposes.
Never public: Your CNIC images, CNIC number, and selfie are never displayed on your public profile or shared with other users. Only your verification status (verified / not verified) may be shown.
Retention & deletion: Verification documents are retained only for as long as reasonably necessary for verification, fraud prevention, and legal-compliance purposes, and are then securely deleted or anonymised. You may request deletion of your verification documents at any time, subject to our need to retain limited records to prevent re-registration fraud or to comply with law.
Storage location: As with our other data, verification documents may be stored on cloud infrastructure that is located outside Pakistan (see Section 10), subject to appropriate safeguards.
3How We Use Your Information
3.1 Primary Purposes
- Provide, operate, and maintain our Service
- Process and manage your account registration
- Connect Customers with Service Providers
- Process transactions and send transaction notifications
- Verify identity and prevent fraud
- Respond to comments, questions, and support requests
- Send administrative information (updates, security alerts)
- Enforce our Terms of Service and policies
3.2 Business Purposes
- Improve and personalize user experience
- Develop new features and services
- Analyze usage patterns and trends
- Send marketing communications (with consent)
- Conduct surveys and collect feedback
- Detect and prevent technical issues
- Protect against illegal activities and abuse
3.3 Grounds for Processing
Pakistan does not yet have a single comprehensive data-protection statute in force. As a matter of good practice, and pending enactment of the Personal Data Protection Act, we process your data on the following grounds:
- Consent: Where you have given clear consent under Pakistani law
- Contract: To fulfill our service agreement with you
- Legal Obligations: To comply with Pakistani law including PECA 2016 and tax regulations
- Legitimate Interests: For business operations that do not override your rights
- Vital Interests: To protect someone's life or safety
5Data Security
We implement appropriate technical and organizational measures to protect your data:
Note: While we strive to protect your data, no method of transmission or storage is 100% secure. You also play a role in keeping your data safe by maintaining strong passwords and not sharing your account credentials.
6Data Retention
We retain your information only as long as necessary for the purposes outlined in this policy:
After retention periods expire, we securely delete or anonymize your data using industry-standard methods.
7Your Rights and Choices
7.1 Your Data Rights
As a matter of policy — and in anticipation of Pakistan's Personal Data Protection Act — we voluntarily offer you the following rights and choices in respect of your personal data:
7.2 How to Exercise Your Rights
- Access account settings to update or delete information
- Email us at support@pakelp.com
- Call us at +92 339 0005654
We will respond to your request within 30 days. We may need to verify your identity before processing certain requests. For complex requests, we may need up to 90 days but will keep you informed.
7.3 Communication Preferences
- Marketing Emails: Unsubscribe link in every email
- SMS Messages (if enabled in future): Reply STOP to opt out. We do not currently send marketing SMS
- Push Notifications: Manage in device settings
- Account Notifications: Manage in account settings
9Children's Privacy
PAKELP is not intended for children under 18 years of age. We do not knowingly collect personal information from children under 18. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately at support@pakelp.com.
If we discover that a child under 18 has provided us with personal information, we will delete such information from our systems promptly in accordance with applicable laws.
10International Data Transfers
PAKELP relies on reputable global cloud providers (such as Microsoft Azure and Amazon Web Services) to host our platform, store files, and deliver email and notifications. As a result, your information — including profile data and any verification documents — may be stored and processed on servers located outside Pakistan. We do not represent that your data is stored within Pakistan. Where your information is transferred or processed internationally, we take reasonable steps to protect it:
- We engage established providers that maintain recognised international security and compliance certifications
- We enter into data-processing terms that require providers to protect your data and use it only as instructed
- We apply encryption in transit and access controls to limit who can access your data
- We limit international transfers to what is necessary to operate and secure the Service
By using our Service, you acknowledge and consent to the transfer, storage, and processing of your information in countries that may have data-protection laws different from those of Pakistan, subject to the safeguards described above.
11Third-Party Links and Services
Our Service may contain links to third-party websites, services, or applications. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.
Third-party services integrated with our platform include:
12Data Breach Notification
In case of a data breach that poses risk to your rights and freedoms, we will:
- Notify affected users without undue delay after becoming aware of the breach
- Provide details about the breach and affected data
- Explain measures taken to address the breach
- Recommend steps to protect yourself
- Notify PTA, FIA, and relevant authorities as required by PECA 2016
13Regulatory Complaints
If you believe your privacy rights have been violated, you have the right to lodge a complaint with:
Pakistan Telecommunication Authority (PTA)
For complaints related to online privacy, data protection, and telecommunication services.
FIA Cybercrime Wing
For complaints related to unauthorized data access or electronic crimes under PECA 2016.
14Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When we make changes:
- We will update the "Last Updated" date at the top of this policy
- For material changes, we will notify you via email or platform notification at least 15 days in advance
- We may require you to acknowledge the updated policy
- Continued use after changes constitutes acceptance
15Contact Information
For questions, concerns, or requests regarding this Privacy Policy or our data practices:
Data Protection Officer — PAKELP (Pvt) Ltd
support@pakelp.com
+92 339 0005654
Gulberg III, Lahore, Pakistan
16Consent and Acknowledgment
By using PAKELP, you acknowledge that:
- You have read and understood this Privacy Policy
- You consent to the collection and use of your information as described
- You are at least 18 years old
- You have the right to withdraw consent at any time
- You understand your rights under applicable data protection laws
Language: This Privacy Policy may be translated into Urdu for convenience. In case of any discrepancy, the English version shall prevail.