Foodbela customer app

Privacy Policy

This Privacy Policy explains how Foodbela collects, uses, shares, and protects information when you use the Foodbela website, customer mobile app, and related food ordering, delivery, payment, notification, and support services.

Effective date: June 18, 2026

1. Who we are

Foodbela operates a food delivery platform that connects customers, restaurants, riders, and support teams. In this policy, "Foodbela", "we", "our", or "us" means the Foodbela service. "You" means a customer or visitor who uses our app, website, or services.

If you have privacy questions or want to request access, correction, or deletion of your data, contact us at hello@foodbela.com.

2. Information we collect

We collect information that is needed to provide and improve the service.

  • Account information: phone number, OTP verification status, name, password, profile details, profile photo, and account preferences.
  • Location and address information: approximate or precise location, saved delivery addresses, address labels, address notes, service area, and location permission status.
  • Order information: cart items, restaurant, menu items, delivery instructions, voucher or offer use, order status, order history, cancellation, refund, and support context.
  • Payment information: selected payment method, cash-on-delivery preference, bKash checkout session details, payment status, transaction reference, and refund status. We do not store full card numbers.
  • Support information: support messages, issue details, order references, images or photos you choose to attach, and support case history.
  • Device, app, and notification information: device type, operating system, app version, install ID, Expo/Firebase push token, notification permission status, and app environment.
  • Usage and analytics information: screens viewed, buttons tapped, search and browse activity, campaign or referral attribution, app events, timestamps, error states, and performance information.
  • Website contact information: name, phone, email, area, message, and partnership or support request details submitted through website forms.

3. Permissions used by the app

  • Location: used to show nearby restaurants, check delivery coverage, calculate delivery estimates, prepare delivery routes, and improve order tracking.
  • Camera and photos: used only when you choose to upload a profile picture or attach an image to a support request.
  • Notifications: used to send OTP-related updates, order status, delivery progress, offers, account alerts, and support messages.

You can control app permissions from your device settings. Some features may not work correctly if required permissions are disabled.

4. How we use your information

  • Create, verify, secure, and manage your account.
  • Show restaurants and offers available near your selected location.
  • Process carts, orders, payments, refunds, vouchers, and delivery requests.
  • Share order details with the restaurant, assigned rider, and support team so they can complete your order.
  • Send service messages, push notifications, OTPs, order updates, support replies, and promotional offers where allowed.
  • Detect, prevent, and investigate fraud, abuse, security incidents, payment issues, and policy violations.
  • Analyze usage, troubleshoot bugs, improve reliability, and develop new features.
  • Comply with legal, regulatory, tax, accounting, dispute, and safety obligations.

5. When we share information

We do not sell your personal information. We share information only when needed to operate, protect, or improve the service.

  • Restaurants: order items, delivery timing, customer name, phone number if needed for coordination, address, and delivery notes.
  • Riders: pickup and drop-off details, customer name, phone number if needed for delivery, address, route context, and order status.
  • Payment providers: information required to create, verify, complete, or refund a payment, including bKash session or transaction references.
  • Service providers: hosting, storage, maps, analytics, notifications, customer support, SMS/OTP, fraud prevention, and technical operations providers.
  • Legal and safety recipients: regulators, law enforcement, courts, or other parties where disclosure is required by law or needed to protect rights, safety, and security.

6. Third-party services

Foodbela may use third-party services such as hosting providers, Google Maps or location services, Firebase Cloud Messaging, Expo services, SMS or OTP providers, bKash payment services, analytics tools, and media storage providers. These providers process information according to their own terms and privacy practices as well as our instructions where applicable.

7. Data security

We use technical and organizational safeguards designed to protect your data. These include encrypted connections where supported, access controls, secure token storage on the device, operational monitoring, and restrictions on who can access personal data. No method of transmission or storage is 100% secure, but we work to protect information from unauthorized access, loss, misuse, or alteration.

8. Data retention

We keep personal information for as long as needed to provide the service, maintain your account, complete orders, resolve disputes, prevent fraud, comply with legal and accounting obligations, and enforce our agreements. Some records, such as orders, payments, refunds, logs, or support cases, may be kept longer when required for business, safety, legal, or audit reasons.

9. Your choices and rights

  • You can update profile details and saved preferences in the app where available.
  • You can disable location, camera, photo, and notification permissions from your device settings.
  • You can unsubscribe or opt out of promotional communications where the option is available.
  • You can request access, correction, deletion, or restriction of your personal data by contacting us.

To request account or data deletion, email hello@foodbela.com with the phone number linked to your Foodbela account. We may need to verify your identity before completing the request. We may retain limited records where required by law, fraud prevention, payment disputes, safety, or accounting obligations.

10. Children's privacy

Foodbela is not directed to children. We do not knowingly collect personal information from children under the age required by applicable law without appropriate consent. If you believe a child has provided personal information to Foodbela, contact us so we can review and delete it where required.

11. International processing

Your information may be processed and stored in Bangladesh or in other countries where our service providers operate. We take steps designed to protect your information according to this policy when it is processed by us or our providers.

12. Changes to this policy

We may update this Privacy Policy from time to time. If we make material changes, we will update the effective date and may notify you through the app, website, or other appropriate channels. Your continued use of Foodbela after an update means the updated policy applies.