Privacy Policy
Effective and last updated: 4 September 2026
This Privacy Policy explains how Khana Hazir (also displayed as “khanahazir”), referred to as “we”, “us” or “our”, handles personal information in the Khana Hazir customer app and website, including food ordering, delivery and support. It also explains information you choose to provide through our website’s rider and restaurant application forms. Separate rider or merchant apps may have additional disclosures for their own features.
We use information to manage accounts, fulfil orders and provide support. Location permission is optional for customers: you can provide a delivery address manually. We do not sell personal information.
Privacy questions: [email protected]. To close your account, visit Account & Data Deletion.
1. Information we handle
- Account and contact information: your name, phone number, email address, account identifier and authentication information when you register or sign in, and profile details you choose to provide.
- Delivery information: saved addresses, selected map coordinates, delivery instructions and contact details needed to reach the recipient.
- Orders and transactions: ordered items, restaurant, quantities, prices, discounts, order status, payment method, payment status and refund or transaction references. If an online payment option is available, the payment provider handles the payment credentials required for that option. Never send card PINs or wallet passwords to our support team.
- Support and feedback: messages, reviews and information you voluntarily send when asking for help or reporting an issue.
- Technical and device-local information: IP address and basic browser, device or request information received when connecting to our servers or external content providers; locally saved cart items, city, checkout selections and preferences.
- Partner application information, where provided: rider or restaurant contact details, CNIC or business identifiers, vehicle and licence details, verification documents, payout account details and emergency contact details. These are not required for an ordinary customer food order. Only provide another person’s information with their permission.
Collection depends on the feature you use. In the current website, partner application screens are demonstration flows: selected document files and form values remain in the page’s temporary state and are not uploaded by those submission handlers. A success screen in that flow is not confirmation of server-side registration. Information you separately send to our support team is handled under this policy.
2. How we use information
We use the relevant information to create and authenticate accounts; show service availability; prepare, deliver and track orders; communicate order updates; manage payments and refunds; answer requests; maintain preferences; diagnose service issues; protect accounts and prevent misuse; and meet applicable legal obligations. Partner information is used, when actually submitted to us, for eligibility checks, onboarding, payouts and operational contact.
Optional promotional communications, if offered, can be declined or stopped by contacting us or using the opt-out provided. Necessary order, security and account messages are separate from optional marketing. This policy does not replace a permission request or specific consent required for a feature.
3. Location and Android permissions
The customer app requests approximate or precise location permission when you use a location feature. With your permission, location helps position a map, find your delivery address and identify service availability. A delivery location you confirm may be saved with your address or order and shared with the assigned delivery partner.
The customer app does not request background location access. You can deny or revoke location permission in Android settings and enter or select an address manually. Revoking permission stops future permission-based access but does not remove an address or order already saved; request deletion separately.
The current customer app does not request access to your contacts, SMS messages, call logs, microphone or camera. Website file-selection controls only access files you explicitly choose; they do not grant access to your entire device. External map services may receive coordinates and technical request information when their map features are used.
5. Cookies and local storage
The website uses browser local storage for features such as your city, cart, checkout choices and locally saved order state. The customer app also stores preferences and cached content on your device. These records may remain until you clear them, reset the relevant feature or uninstall the app. Clearing local storage can reset preferences and does not delete information held on our servers. Hosting or external services may process technical logs or use their own storage as described in their policies.
6. Security and processing locations
We use reasonable technical and organisational safeguards appropriate to the information, including HTTPS for transfers to our production API and restricting access to people who need it for service operations. No transmission or storage method can be guaranteed completely secure. Keep your login details private and report suspected unauthorised access to our privacy contact.
Khana Hazir serves users in Pakistan. Service providers may process information in other countries, where data protection rules may differ. Information handled by those providers remains subject to the purposes described here and applicable safeguards.
7. How long we keep information
We keep account information while the account is active and needed to provide the service. Order, transaction and support records are kept for fulfilment, refunds, dispute resolution, security and applicable record-keeping obligations, rather than indefinitely for unrelated purposes.
After verifying an account deletion request, we delete the account and associated personal data within 30 days, subject to the limited retention exceptions below. Where a record must remain, its retention depends on the applicable legal obligation or unresolved issue; we will explain the category, reason and applicable period when responding to your request. Information no longer needed is deleted or irreversibly anonymised.
8. Account and data deletion
You can request deletion of your Khana Hazir account and associated personal data without signing in or reinstalling the app.
- Email [email protected] with the subject Khana Hazir account deletion request.
- Include your registered phone number or email and whether your account is a customer, rider or restaurant account. If possible, send the request from your registered email.
- Our support team will verify account ownership using only the information needed to protect your account. Never send your password, OTP, full card details or identity documents in the initial email.
- After verification, we will delete your account and associated personal data within 30 days and confirm completion by email. If a limited record must be retained, we will explain the category, reason and applicable retention period.
This button opens your email app; you must send the email to submit the request. If it does not open, send an email manually to the address above.
What is deleted
Your account profile, saved delivery addresses, favourites, preferences and other personal information linked to the account are deleted, except for the limited records described below. Deletion ends access to the account; it is not merely a temporary suspension. Uninstalling the app does not delete your server-side account.
What may be retained
We may retain limited order, payment, refund, support or security records when necessary for tax or accounting obligations, resolving an existing dispute, preventing fraud or complying with law. These records are restricted to those purposes and deleted or anonymised when that need ends. We do not keep your full account active for these purposes.
Delete particular data instead
You may use the same email address to request deletion of particular data without closing your account. Identify the data concerned. If it is needed for an active service or must be retained, we will explain the limitation. Clearing browser storage or app data removes device-local preferences, not records already held by Khana Hazir.
9. Your choices and privacy requests
You can update available profile or address fields, change device permissions, clear local preferences, and contact us to request access, correction or deletion of information we hold about you. You may also ask about sharing or object to optional uses. The rights available and any exceptions depend on applicable law. We may verify your identity before providing account information or acting on a request.
If you withdraw permission or decline information essential to an order, the relevant feature may not work; this does not require you to grant unrelated permissions. Contact us if you cannot access your account or need help submitting a privacy request.
10. Children’s privacy
Khana Hazir is not intended to collect personal information from children under 13. A parent or guardian who believes a child has provided personal information should contact us so we can investigate and remove it as appropriate. Children should not provide account or delivery details without appropriate parental involvement. Rider and restaurant applicants must meet the eligibility requirements for those services.
11. Changes to this policy
We may update this policy when features, providers or legal requirements change. The current version and effective date will be available on this page. We will provide additional notice or request consent where required before using information for a materially different purpose.
12. Contact Khana Hazir
For privacy questions, complaints or requests, contact the Khana Hazir privacy/support team at [email protected]. Please include enough information to identify the account or issue, but do not send passwords or payment security codes.