Privacy Policy 

1. Introduction

At Matco Foods Limited (“Falak”, “we”, “our”, or “us”), we are fully committed to respecting your privacy and safeguarding the personal information you entrust to us. This Privacy Policy outlines how we collect, use, store, share, and protect your data when you access or interact with our e-commerce platform https://estore.falakrice.com  (“the Platform”). As a responsible corporate entity, we believe that the protection of your personal information is fundamental to our business integrity and reputation. By using the Platform, you consent to the practices outlined in this Policy, which is designed in compliance with applicable laws in Pakistan.

2. Applicability of This Policy

This Privacy Policy applies to all users of our Platform, including customers, visitors, delivery partners, vendors, and service providers who access our services for browsing, ordering, or communication. It governs all personal data collected through our digital interfaces, including our website, mobile application, and customer service channels. The Policy should be read together with our Terms and Conditions, Cookie Policy, Return Policy, and any other official documentation referenced therein. Our commitment to data protection extends to all aspects of our operations, ensuring that your information is processed responsibly, lawfully, and in accordance with internationally recognized privacy standards.

3. Information We Collect

We collect a range of personal data necessary to facilitate your interactions with our Platform and to provide our services efficiently and securely. This includes your full name, contact number, email address, delivery and billing address, and payment details (processed through secure third-party providers). In addition, we may collect technical information such as your IP address, device type, browser version, and browsing behavior, primarily through cookies and analytical tools. Voluntary information, such as reviews, survey responses, and customer service queries, may also be collected to improve our services. All data is collected directly from you or via secure, authorized third-party integrations essential for Platform functionality.

4. Purpose of Data Collection

We collect and process personal data for specific, legitimate business purposes that are aligned with our service commitments to you. These purposes include fulfilling your product orders, managing payment transactions, coordinating deliveries, enhancing the user experience, and providing customer service and support. Furthermore, we use your data to send order confirmations, service notifications, and, where consent is given, promotional offers or updates. Aggregated, anonymized data may also be used for internal analysis, performance optimization, and service innovation. Each processing activity is carried out on a lawful basis—either with your consent, to fulfill a contract with you, to comply with legal obligations, or to further our legitimate interest in operating a secure and user-friendly Platform.

5. Sharing and Disclosure of Information

We do not sell, rent, or commercially exploit your personal information. However, we may share your data with carefully selected third parties strictly for purposes aligned with this Policy. These may include delivery partners for order fulfillment, payment processors for transaction handling, IT service providers for Platform maintenance and hosting, and legal authorities where required by law. All such partners are contractually bound to ensure the confidentiality, integrity, and limited use of your data. In every case, we disclose only the information necessary to carry out a specific service and we maintain oversight to ensure responsible data handling.

6. Cookies and Tracking Technologies

To enhance the functionality of our Platform and provide a personalized browsing experience, we utilize cookies and similar tracking technologies. These small data files enable us to recognize repeat users, store user preferences, analyze traffic trends, and ensure secure navigation. Some cookies are essential for the proper operation of the Platform, while others support analytics and marketing efforts. You may choose to disable cookies through your browser settings; however, this may affect the availability of certain features. We remain transparent about the technologies we use and encourage you to review our separate Cookie Policy for more detailed information.

7. Your Rights and Choices

We fully respect your rights regarding the personal information we collect and process. You have the right to access the data we hold about you, request correction of any inaccuracies, and, where applicable, request the deletion of your data. You may also withdraw your consent for non-essential data processing such as promotional messaging, or object to data processing based on legitimate interests. If you would like to exercise any of these rights, you may contact us at Customercare@falakrice.com  . We are committed to addressing your requests in a timely, courteous, and compliant manner, typically within fifteen (15) working days.

8. Data Retention and Disposal

We retain personal data only for as long as it is necessary to fulfill the purposes for which it was collected, or as required under applicable law, including tax and audit requirements. Data related to orders, customer accounts, and communications is securely stored for the duration of our legal or business obligations. Once the retention period expires, data is either securely deleted, anonymized, or archived using industry-standard methods to ensure it cannot be recovered or misused. Requests for data deletion are honored in accordance with our legal obligations and internal retention schedules.

9. Data Security

We take the security of your personal data very seriously and have implemented a wide range of technical, administrative, and physical safeguards to protect it from unauthorized access, disclosure, alteration, or destruction. These measures include SSL encryption, firewall protection, access control protocols, secure data centers, and regular security audits. While no system can guarantee absolute security, we continually monitor and upgrade our infrastructure to mitigate emerging threats. We also encourage users to take precautions such as using strong passwords and keeping login credentials confidential to help protect their accounts.

10. Children’s Privacy

Our services are intended for users who are at least eighteen (18) years of age. We do not knowingly collect personal data from individuals under this age threshold. If we become aware that we have inadvertently collected information from a minor, we will promptly delete such data and deactivate the associated account. Parents or legal guardians who believe that their child has used the Platform may contact us to request the removal of any submitted information.

11. International Transfers

Although we primarily store and process data within Pakistan, certain services or technical integrations may involve the transfer of data across borders to jurisdictions with differing data protection standards. In such cases, we take appropriate measures—such as data processing agreements and secure transfer protocols—to ensure that your information is handled in a manner consistent with this Policy and applicable privacy laws. We remain accountable for your data regardless of where it is processed.

12. Policy Updates

We reserve the right to amend or update this Privacy Policy from time to time to reflect changes in legal obligations, business operations, or technological advancements. Any substantial changes will be communicated via Platform notifications or email, and the revised version will be made available online with the updated effective date. We encourage users to review this Policy periodically to stay informed about how we protect your privacy and manage your information.

13. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal data, we welcome you to contact our privacy team using the information provided below. We are committed to responding to all inquiries in a transparent, timely, and professional manner.

Matco Foods Limited

B-1/A, S.I.T.E Phase 1, Super Highway Industrial Area, Karachi, Pakistan

📧 Email: Customercare@falakrice.com  

Mobile: 0336-193-2525

0301-825-0969

PTCL: +92 21 36411661-2-3