Privacy Policy

1. Information We Collect

Information you give us

• Account details: your mobile number (required to create an account and verified by one-time password), and optionally your name, email address and profile picture.
• Delivery addresses: recipient name, mobile and alternate mobile number, address, municipality, city and province.
• Orders and transactions: products ordered, prices, coupons, payment method, payment status, delivery status history, returns, exchanges and refunds.
• Refund and payout details: when you request a refund, the bank account or digital wallet (e.g. eSewa, Khalti) details you provide so we can send the money back.
• Reviews and content: product ratings, reviews, photos and videos you upload, and questions you ask on product pages.
• Support conversations: messages, attachments and support tickets you send us through in-app chat, WhatsApp, Messenger, email or phone.
• Programmes: referral codes you use or share, wallet credits, scratch cards and rewards.

Information from sign-in providers

If you sign in with Google or Apple, we receive your name, email address, profile picture and a unique account identifier from that provider. If you choose Apple's "Hide My Email", we only receive the relay address.

Information collected automatically

• Device and log data: IP address, browser or app version, operating system, device model, and the date and time of your requests. We record the IP address and approximate country at sign-up to prevent fraud.
• Activity on the Platform: searches, products viewed, items added to cart or wishlist, and purchases. This powers product recommendations and search results.
• Device identifiers: a pseudonymous browser ID (generated from browser characteristics and stored on your device), mobile advertising identifiers where you permit them, and push-notification tokens.
• Installed payment apps: on Android, the app checks whether the eSewa app is installed so it can open it directly at checkout. We do not read or store a list of your other apps.

We do not collect your precise GPS location, contacts, call logs or photos you have not chosen to upload.

2. How We Use Your Information

• Create and secure your account, including OTP verification.
• Process payments, fulfil and deliver orders, and handle returns, exchanges and refunds.
• Send order confirmations and delivery updates by SMS, WhatsApp and push notification.
• Provide customer support and resolve disputes.
• Show relevant search results and personalised product recommendations.
• Run referral, wallet, scratch-card and other promotional programmes.
• Send marketing messages about offers and new products, where you have not opted out.
• Measure and improve the Platform, fix errors and monitor performance.
• Measure the effectiveness of our advertising on Google, Meta and other channels.
• Detect and prevent fraud, abuse and security incidents.
• Meet our legal, tax and accounting obligations, and enforce our Terms & Conditions.

3. Who We Share It With

We do not sell your personal information. We share it only with the parties below, and only what they need to perform their service for us.

Service providers

Other disclosures

• Sellers and marketplaces: where an item is fulfilled by a partner seller or an order is placed through a marketplace such as Daraz, the details needed to fulfil that order are shared with them.
• Legal requirements: to comply with law, court orders or requests from government authorities, or to protect the rights, property or safety of BWisher, our customers or others.
• Business transfers: if BWisher is involved in a merger, acquisition or sale of assets, your information may be transferred as part of that transaction, subject to this policy.

4. Cookies, Device IDs & Tracking

On the website we use cookies and browser storage to keep you signed in, remember your cart and recent orders, and keep the site secure. With analytics and advertising tools (Google Analytics, Meta Pixel and Microsoft Clarity) we also use cookies to understand how the site is used and to measure ad campaigns. Microsoft Clarity may record session replays to help us fix usability problems; text you type into form fields is masked and not captured.

In the mobile apps, Firebase Analytics, Microsoft Clarity and AppsFlyer collect similar usage and install-attribution data. On iOS, we only access your advertising identifier if you allow tracking when prompted; on Android you can reset or delete it in your device's Google settings.

You can block or delete cookies in your browser settings, but some features — such as staying signed in or keeping items in your cart — may stop working.

5. Payments

Online payments are handled by licensed payment providers (eSewa, Khalti, Fonepay, NPS and connectIPS). You enter your card, wallet or banking credentials directly on the provider's page or app. We receive only a transaction reference, the amount and whether the payment succeeded — we never receive or store your card number, CVV, PIN or online banking password.

For cash-on-delivery orders, the amount to collect is shared with the delivery partner.

6. Storage, Transfers & Security

Your information is stored on secure cloud servers operated by our infrastructure providers, which may be located outside Nepal (primarily in India, with some services in the United States). By using the Platform you consent to this transfer. We require our providers to protect your data with safeguards consistent with this policy.

Our safeguards include:

• HTTPS/TLS encryption for all data in transit between your device and our servers.
• OTP-based phone verification and signed, expiring session tokens.
• Role-based access so that only authorised staff can view customer data, limited to what their job requires.
• Regular, verified database backups and continuous error and security monitoring.

No system is completely secure. If we become aware of a breach that affects your personal information, we will notify you and the relevant authorities as required by law.

7. Data Retention

• Account and profile information is kept while your account is active.
• Order, invoice, payment and refund records are kept for as long as Nepal tax and accounting laws require, even after you delete your account.
• Support conversations are kept for as long as needed to resolve follow-up issues and disputes.
• One-time passwords expire within minutes and are automatically purged.
• Analytics and log data are kept according to each provider’s retention settings and then deleted automatically.

8. Your Rights & Choices

• Access and correction: view and update your profile and saved addresses under My Account, or ask us for a copy of the information we hold about you.
• Account deletion: delete your account from Profile → Personal Info → Delete Account in the mobile app, or by emailing us. Deletion deactivates your account and removes your profile from use; records we must keep by law (see Data Retention) are retained and then erased.
• Marketing messages: contact us to stop receiving promotional SMS or WhatsApp messages. You will still receive messages about your orders.
• Push notifications: turn them off at any time in your device settings.
• Tracking: decline the iOS tracking prompt, reset your advertising ID on Android, or block cookies in your browser.

To exercise any of these rights, email contact@bwishernepal.com from the email address or with the mobile number linked to your account. We will respond within 30 days and may need to verify your identity first.

9. Children's Privacy

The Platform is not intended for anyone under 16. We do not knowingly collect personal information from children. If you believe a child has given us their information, contact us and we will delete it.

10. Third-Party Links

The Platform may link to third-party websites and apps, such as payment pages, courier tracking pages and our social media profiles. Their privacy practices are governed by their own policies, not this one.

11. Changes to This Policy

We may update this policy as our services, partners or legal requirements change. The "Last updated" date at the top shows when it was last revised. For significant changes we will notify you through the Platform, SMS or email before they take effect. Continuing to use the Platform after that means you accept the updated policy.

12. Contact Us

For questions, requests or complaints about this policy or your personal information, contact:

Thank you for trusting BWisher Nepal with your personal information.