PickUpNow (“we,” “us,” or “our”) operates the food delivery platform via https://pickupnow.my/ and its associated mobile applications (collectively, the “Platform”). We are committed to protecting and respecting your privacy in accordance with the Malaysian Personal Data Protection Act 2010 (“PDPA”).

This Privacy Policy explains how we collect, use, process, disclose, and safeguard your personal data when you use our Platform as a customer, merchant partner, or delivery provider. By using our Platform, you consent to the data practices described in this policy.

1. Personal Data We Collect

We collect information that identifies you or relates to an identifiable individual. The types of personal data we collect depend on how you interact with our Platform:

• Customers: Name, email address, phone number, delivery address, geolocation data (to track deliveries), order history, and payment details (processed securely via our payment gateways).

• Merchants: Business name, registration details (Suruhanjaya Syarikat Malaysia / SSM certificates), business address, contact person details, bank account details for payouts, and valid JAKIM Halal certifications (where applicable).

• Delivery Providers: Name, vehicle details, driving license, identification card (NRIC) or passport number, bank account details, and real-time GPS location data during active delivery hours.

• Technical & Usage Data: IP address, device type, operating system, browser type, and cookies tracking how you navigate our Platform.

2. How We Use Your Personal Data

We process your personal data strictly for purposes permitted under the PDPA, including:

• Fulfillment of Orders: To process food orders, facilitate payments, and coordinate food preparation between Customers and Merchants.

• Delivery Logistics: To provide Delivery Providers with the necessary location and contact details to successfully deliver orders.

• Account Management: To verify user identities, maintain secure logins, and manage user dashboards.

• Customer Support: To investigate, address, and resolve disputes, missing items, or delivery delays.

• Platform Improvement: To analyze user behavior, fix technical bugs, and optimize the overall user experience.

• Marketing & Promotions: With your explicit consent, to send you promotional updates, discount vouchers, and newsletters. You may opt-out of these communications at any time.

3. Disclosure and Operational Data Sharing

To operate a multi-vendor food delivery marketplace, we must share relevant data between platform participants to ensure successful order fulfillment:

• Between Customers and Merchants: Merchants receive the Customer’s first name, order details, and specific food notes to prepare the meal accurately.

• Between Customers and Delivery Providers: Delivery Providers receive the Customer’s name, phone number, and delivery address to execute logistics and communicate during delivery.

• Authorized Service Providers: We share financial data with authorized third-party payment gateways (e.g., FPX processors, e-wallets) to process payments securely. We do not store credit card numbers on our servers.

• Legal Obligations: We may disclose your personal data if required to do so by law, or in response to valid requests by public authorities (e.g., the Royal Malaysia Police or the Ministry of Domestic Trade and Cost of Living).

Important PDPA Compliance Note: All Merchants and Delivery Providers contractually agree under our Terms & Conditions to process Customer data strictly for order fulfillment and are prohibited from storing or using it for independent marketing purposes.

 

4. Data Security and Retention

• Security Measures: We implement appropriate technical, physical, and administrative security protocols (such as SSL encryption and access controls) to shield your data against unauthorized access, alteration, disclosure, or destruction.

• Retention Policy: We retain your personal data only for as long as your account remains active, or as long as necessary to fulfill the operational, legal, tax, or accounting purposes outlined in this policy. If you request account deletion, we will securely destroy or anonymize your data, subject to statutory backup and retention laws.

5. Your Rights Under the PDPA

As a data subject in Malaysia, you hold specific legal rights regarding your personal data. You may contact our Data Protection Officer to exercise any of the following:

• Right to Access: You have the right to request a copy of the personal data we hold about you.

• Right to Correction: You have the right to request the correction of any inaccurate, incomplete, or outdated personal data.

• Right to Withdraw Consent: You can withdraw your consent to our processing of your personal data (e.g., opting out of marketing emails) at any time. Please note that withdrawing consent for operational processing may limit your ability to use our food delivery services.

• Right to Erasure: You can request the deletion or removal of your personal account data from our active databases.

6. Cookies and Tracking Technologies

PickUpNow uses cookies and similar tracking technologies to store login sessions, remember cart items, and analyze website traffic. You can adjust your web browser settings to refuse cookies, though doing so may cause certain automated features of our food delivery checkout system to malfunction.

7. Amendments to this Privacy Policy

PickUpNow reserves the right to update this Privacy Policy to reflect changes in legal requirements or platform updates.

• Minor updates will take effect immediately upon being posted to this page.

• Material updates (such as changes in how we share your personal information) will be communicated to you via email or a prominent notification on https://pickupnow.my/ at least 30 days prior to taking effect.

8. Contact Us

If you have any questions, feedback, or complaints regarding this Privacy Policy or our data handling practices, please reach out to our privacy team at:

• Email: support@pickupnow.my

• Mailing Address: 3-25, Jalan Puteri 4/6, Bandar Puteri,
  47100 Puchong, Selangor, Malaysia.