Privacy Policy

1. Introduction

This Privacy Policy explains how Rivers Fish ("we", "us", "our") collects, uses, discloses, and protects the personal information of customers and visitors ("you", "user") when you use our mobile application, website, WhatsApp channel, and delivery services (collectively, the "Service").

We are committed to handling your information transparently and in accordance with the applicable laws of the People's Republic of Bangladesh, including the Digital Security Act, 2018 and other relevant consumer-protection and data-protection principles.

By using the Service, you consent to the collection and use of your information as described in this Policy. If you do not agree, please do not use the Service.

2. Information We Collect

We collect information in three broad categories: information you give us directly, information collected automatically when you use the Service, and information we receive from trusted third parties.

(a) Information you provide directly:

• Full name, mobile number, alternate contact number, and email address.
• Delivery address(es), landmark, and geolocation (with your permission) to help our riders find you.
• Order details — items ordered, cut/cleaning preferences, and delivery instructions.
• Payment information — for Cash on Delivery we only record the amount; for bKash / Nagad / card payments the actual card or wallet details are handled by the payment gateway and are never stored on our servers.
• Communications you send us via WhatsApp, phone, email, or in-app chat, including support requests and complaints.
• Profile photo, feedback, ratings, and reviews you voluntarily post.

3. Information Collected Automatically

When you use our app or website, we automatically collect certain technical information to keep the Service secure, fast, and reliable, including:

• Device information — device model, operating system, unique device identifiers, and mobile network.
• Usage data — pages viewed, features used, buttons tapped, session duration, crashes, and performance metrics.
• Approximate location derived from IP address, and precise GPS location if you grant permission.
• Cookies, local storage, and similar technologies (see section 6 below).

4. How We Use Your Information

We use the information we collect for the following purposes:

• To create and manage your account and verify your identity via OTP.
• To process, deliver, and support your orders — including packing, dispatch, live tracking, and after-sales service.
• To send order confirmations, delivery updates, and important transactional messages via SMS, WhatsApp, push notification, or email.
• To respond to your queries, complaints, or refund requests.
• To improve our products, delivery operations, app performance, and user experience through analytics.
• To send promotional offers, discounts, and product recommendations — only if you have opted in, and you can opt out at any time.
• To detect, prevent, and investigate fraud, abuse, and violations of our Terms.
• To comply with legal obligations, tax rules, and lawful requests from government authorities.

5. Sharing of Information

We do not sell your personal information. We only share it in the limited circumstances described below:

• Delivery partners & riders — your name, phone number, and delivery address are shared so they can deliver your order.
• Payment gateways (bKash, Nagad, card processors) — only the information necessary to process a transaction.
• Cloud hosting & analytics providers — we use trusted providers to store data and analyze usage; they process data on our behalf under strict confidentiality obligations.
• SMS, WhatsApp, and push-notification providers — to deliver transactional messages.
• Legal & regulatory authorities — when required by law, court order, or to protect the rights, safety, and property of Rivers Fish, our customers, or others.
• In case of a merger, acquisition, or business transfer — your data may be transferred to the acquiring entity, with continued protection under a policy no less protective than this one.

6. Cookies & Similar Technologies

Our website uses cookies and similar technologies for essential functionality (keeping you signed in, remembering your cart) and for privacy-friendly analytics that help us understand which pages are useful.

You can disable cookies through your browser settings, but some parts of the Service may not function properly if cookies are disabled. Our mobile app uses local storage instead of cookies for similar purposes.

7. Data Retention

We retain your personal information only for as long as necessary to provide the Service, comply with legal obligations (such as tax and accounting laws in Bangladesh), resolve disputes, and enforce our agreements.

Typical retention periods:

• Account and profile data — until you request account deletion.
• Order and delivery records — up to 6 years to comply with tax and accounting requirements.
• Support conversations — up to 2 years for quality assurance and dispute resolution.
• Marketing preferences and opt-out records — kept indefinitely to honour your choices.

8. Data Security

We take the security of your information seriously and use industry-standard technical and organizational measures to protect it, including encryption in transit (HTTPS/TLS), encrypted database storage, access controls, OTP-based authentication, and periodic security reviews.

However, no system connected to the internet can be guaranteed 100% secure. If you suspect any unauthorized access to your account, please contact us immediately at [email protected] so we can take appropriate action.

9. Your Rights & Choices

You have the following rights regarding your personal information:

• Access — request a copy of the personal information we hold about you.
• Correction — ask us to update or correct inaccurate information.
• Deletion — request deletion of your account and associated data (see our Account Deletion page for the full process).
• Withdraw consent — opt out of marketing SMS, push notifications, or emails at any time using the unsubscribe link or by contacting us.
• Data portability — request an export of your order history in a common machine-readable format.
• Complaint — raise a concern with us and, if unresolved, with the appropriate authority in Bangladesh.

10. Children's Privacy

The Service is not intended for children under the age of 18. We do not knowingly collect personal information from anyone under 18. If we become aware that we have collected such information without verified parental consent, we will delete it as soon as possible.

If you believe a child has provided us with personal information, please contact us at [email protected].

11. Third-Party Links

Our app and website may contain links to third-party sites, services, or payment gateways. We are not responsible for the privacy practices or content of these third parties. We encourage you to read their privacy policies before providing any information.

12. International Data Transfers

Some of our service providers (such as cloud hosting, analytics, and push-notification services) may store or process data on servers located outside Bangladesh. Where this happens, we take reasonable steps to ensure that your information receives a similar level of protection as it would under Bangladeshi law.

13. Marketing Communications

We may send you promotional messages about new products, seasonal offers, and discounts through SMS, WhatsApp, push notifications, or email — but only if you have not opted out. You can opt out at any time by:

• Tapping "Unsubscribe" in any marketing message.
• Turning off promotional notifications in the app settings.
• Sending a request to [email protected].

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements, or business practices. When we make material changes, we will notify you through the app, website, email, or SMS, and update the "Last updated" date at the top of this page.

We encourage you to review this Policy periodically. Continued use of the Service after changes take effect constitutes your acceptance of the revised Policy.

15. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your information, please reach out to us:

• Email: [email protected]
• Phone / WhatsApp: +880 1810-906008
• Address: Rivers Fish, Rangpur, Bangladesh
• Business hours: Every day, 8:00 AM – 10:00 PM