Privacy Policy

Retriever Labs ("we", "us", "our") is a software studio at retrieverlabs.net. This one policy covers all four of our products, together with the shared Retriever ID and the retrieverlabs.net company site (together, the "Service"):

• Retriever - our digital loyalty platform that lets shops offer loyalty cards in Apple Wallet and Google Wallet, at wallet.retrieverlabs.net. Retriever also runs the shared Retriever ID described below.
• Momo - QR menu ordering for cafés and restaurants, at menu.retrieverlabs.net.
• Pasal - online shops for retail businesses, at shop.retrieverlabs.net.
• Utsav - bookings, appointments and event tickets, at event.retrieverlabs.net.

We handle personal information in line with the Privacy Act, 2075 (2018) and the right to privacy under the Constitution of Nepal. Because we also serve customers in India and operate infrastructure there, where the Digital Personal Data Protection Act, 2023 (the "DPDP Act") applies to a person's data we handle it consistently with that Act as well.

Retriever ID is a single customer account, run by Retriever Labs, that you can use across the shops on our products: menu ordering (Momo), online shops (Pasal) and bookings and events (Utsav). You sign in with a one-time code that we email to you, so there is no password to remember.

Retriever ID links your identity, your orders, your bookings and your loyalty across the shops that use Retriever, through one shared identity record. This lets a shop recognise you as a returning customer and lets your loyalty follow you, instead of starting over at each shop.

Each shop controls its own orders, bookings and loyalty records in its own database and is responsible for that data. Retriever Labs controls the shared Retriever ID that ties those records to one person. You can delete your Retriever ID at any time by emailing us at support@retrieverlabs.net. Ending your relationship with one shop does not by itself delete your Retriever ID; deleting the Retriever ID removes the shared identity record we hold about you.

We collect only what we need to run the Service:

• Café owners, managers and staff: name, email address, a hashed password, account role, branch assignments, invite status, email verification and login security status, and activity recorded through the Service.
• Café and branch information: café name, branch names, branch addresses, branding (logo, colours and stamp icon), reward rules, poster reward text and, only if the café chooses to add it, map coordinates used to surface the loyalty pass near a branch.
• Customers (loyalty members): first name, mobile phone number, wallet pass identifiers, brand-wide points/stamp balance, transaction and reward history, branch/staff attribution for scans and redemptions, and, only if you choose to provide it, the day and month of your birthday (never the year).
• Customer login and Retriever ID: the email address you use to sign in to your Retriever ID and the account and shared identity record tied to it. Sign-in uses a one-time code we email to you, so we do not store a customer password. We record which shops your Retriever ID is linked to and basic sign-in activity to keep the account secure.
• Checkout and booking email: the email address you give at checkout or when you make a booking, so we can send your receipt and updates about the status of your order or booking.
• Menu, orders and bookings (Momo, Pasal, Utsav):the shop's catalog content (items, prices, photos and theme), shop profile, and the orders and bookings taken through the shop, including items, amounts, booking times and timestamps. Where the shop enters it for order handling, fulfilment or linked loyalty, an order or booking may include a customer's name, mobile phone number or email. Payments are collected by the shop itself; we record the order or booking, not your payment details.
• Billing: plan, local payment status, promo-code activation, renewal or expiry dates, receipts or account notes needed to manage billing. If we offer an online payment method, the payment provider handles the payment details; we do not store full card numbers or mobile-wallet credentials.
• Support and contact: your name, email address, subject, message and related account context when you contact us through the support or contact forms. If you message us on WhatsApp, we may receive your WhatsApp profile name, phone number, message text and any café details you choose to send.
• Technical: basic security and operational logs, device/browser data and essential cookies used to keep you signed in and protect the Service.
• Marketing funnel: campaign source, promo code, page path, referrer, browser visitor identifier and button-click events so we can understand whether public campaigns lead to setup, WhatsApp enquiries or signup.

We share personal information only with the service providers (sub-processors) that help us run the Service, and only as needed. Our main sub-processors are:

• Supabase - our database and authentication provider, including the shared identity database that stores the Retriever ID.
• Resend - our email provider, used to send login codes, order confirmations, booking updates and other transactional emails.
• Vercel - our hosting provider, which runs the application and serves our sites.
• Apple Wallet & Google Wallet - to create and update your loyalty pass on your device.
• Payment and billing providers - to handle shop billing where applicable, such as online payments, receipts or local payment coordination.
• A mapping/geocoding provider - if a shop enters its address, we send that address to convert it into map coordinates for the wallet pass.

Personal information is also visible to:

• Your shop: the shop whose program you joined, or whose menu, shop or bookings you used, can see your membership, orders, bookings and, for loyalty, brand-wide balance and visit history. Owners can see the full shop account; managers and team members receive access based on the roles assigned by the owner or a permitted manager. Each shop can only see its own customers and records.
• WhatsApp and Meta:if you choose to contact us through WhatsApp, WhatsApp and Meta process your account information and messages under WhatsApp's own terms and privacy policy. Your messages may also be visible to the people who help manage Retriever support.

Between our own products: because they share the Retriever ID, our products are operated by Retriever Labs under this one policy and can recognise the same customer. For example, if a shop links Momo, Pasal or Utsav with Retriever, an order or booking can update your loyalty balance and wallet pass in Retriever. We do not sell your personal information.

Some of these providers, including Supabase, Resend and Vercel, may process data outside Nepal, such as in India or other countries. We take reasonable steps to ensure they protect your information consistently with this policy and applicable law. We may also disclose information where required by law.

We keep your information for as long as your account, membership, or the shop's account is active and as needed to provide the Service. If you ask us to delete your data, or a shop closes its account after confirmation, we will delete or de-identify personal information within a reasonable period, except where we must retain it to meet legal, accounting, security or dispute-resolution obligations. Installed wallet passes may remain on a customer's device until the customer removes them, but they stop receiving Retriever updates after the related account is closed.

Your Retriever ID and its shared identity record are kept while the account is active. Leaving one shop, or a shop removing its own record of you, does not by itself delete your Retriever ID, because the ID is shared across the shops you have used. To delete the Retriever ID itself, email us at support@retrieverlabs.net; we then delete the shared identity record we hold, subject to any retention the law requires.

We send transactional emails that are part of using the Service, and we always send these because they are needed to operate your account and orders: login codes for your Retriever ID, account confirmations, invites, password resets and login security codes, receipts, and updates about the status of an order or booking.

We do not send marketing or promotional emails unless you separately opt in to receive them. If you do opt in, every marketing email includes a way to unsubscribe, and you can also email us at support@retrieverlabs.net to stop them. Unsubscribing from marketing does not stop the transactional emails above, which are required to run the Service.

You can ask us to:

• access the personal information we hold about you;
• correct information that is inaccurate or out of date;
• delete your Retriever ID, your account and your personal information; and
• stop receiving shop announcements by removing the pass from your wallet or asking the shop to remove your membership.
• stop WhatsApp setup messages by replying in WhatsApp or using WhatsApp's block controls.

For your Retriever ID and any data that spans more than one product (for example your shared identity record, or wanting one deletion across the shops you have used), there is a single route: email us at support@retrieverlabs.net or use our contact page, and we handle the request across our products as the controller of the Retriever ID.

This is different from asking a single shop to update or remove only its own record of you. A shop controls the orders, bookings and loyalty it holds in its own database, so you can also contact that shop directly for its records. Deleting one shop's record does not delete your Retriever ID, and deleting your Retriever ID is the way to remove the shared identity record we hold. Depending on where you are, you may also have rights under the Privacy Act, 2075 (2018) of Nepal or the DPDP Act, 2023 of India.