Privacy Policy
Bio Agriculture Development Project Pvt. Ltd. (“BioFresh,” “we,” “us,” or “our”) is committed to protecting your personal information. This policy explains how we collect, use, store, and safeguard data when you interact with our website and organic grocery delivery services.
Last updated: January 2025
1. Information We Collect
Personal Information You Provide
When you create an account, place an order, subscribe to our newsletter, or contact our customer support, we may collect:
- Full name, email address, phone number, and delivery address
- Billing information and payment details (processed securely through third-party payment gateways)
- Account login credentials
- Product preferences, dietary requirements, and wishlist selections
- Customer service correspondence, reviews, and feedback
- Referral and gift card recipient information
Automatically Collected Information
When you browse our website, we automatically collect certain technical information through cookies and similar technologies:
- IP address, browser type and version, and operating system
- Pages visited, time spent on pages, click patterns, and referral URLs
- Device type, screen resolution, and language preferences
- Shopping behaviour including products viewed, items added to cart, and purchase history
- Location data derived from your IP address or delivery address
2. How We Use Your Information
We use the personal information we collect for the following purposes:
Order Fulfillment and Delivery
- Processing and confirming your grocery orders
- Scheduling and routing same-day and standard deliveries
- Sending order status updates, delivery notifications, and receipts
- Managing returns, refunds, and exchanges
Account and Membership Management
- Creating and maintaining your customer account
- Managing loyalty rewards, membership tiers, and referral credits
- Processing gift card purchases and redemptions
- Storing your saved addresses and payment methods for faster checkout
Communication
- Responding to your customer service inquiries and feedback
- Sending promotional emails, weekly specials, and seasonal offers (only with your consent)
- Sharing recipe suggestions, nutrition tips, and blog content relevant to your purchase history
- Notifying you about changes to our policies or services
Service Improvement
- Analysing shopping patterns to improve product selection and inventory
- Enhancing website usability, page load speed, and checkout flow
- Conducting internal research on customer satisfaction and delivery performance
- Preventing fraud, detecting security threats, and enforcing our terms of service
3. Cookies and Tracking Technologies
Our website uses cookies — small text files stored on your device — and similar technologies to enhance your browsing experience. Below is an overview of the types of cookies we use:
Essential Cookies
Required for the website to function properly. These enable core features like your shopping cart, account login, secure checkout, and session management. Disabling these cookies may prevent you from using our services.
Analytics Cookies
Help us understand how visitors interact with our website by collecting anonymous data on page views, bounce rates, and navigation paths. We use this information to improve our website layout, product search, and overall user experience. We do not use analytics cookies to personally identify you.
Preference Cookies
Remember your choices such as language, delivery area, preferred product categories, and display settings so that you do not need to re-enter them each visit.
Marketing Cookies
Used with your consent to deliver relevant promotional content and to measure the effectiveness of our campaigns. These cookies may be set by third-party advertising partners and track your browsing activity across websites. You may opt out of marketing cookies at any time via your browser settings or by contacting us directly.
4. Third-Party Sharing and Disclosure
We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We share data only in the following limited circumstances:
- Payment processors: Your billing information is transmitted securely to our payment gateway partners to process transactions. We do not store full credit card numbers on our servers.
- Delivery partners: Your name, delivery address, and phone number are shared with our logistics partners solely for the purpose of fulfilling your delivery.
- Analytics providers: Anonymised usage data may be shared with analytics services to help us understand website performance.
- Legal obligations: We may disclose your information if required by law, court order, or government regulation, or if we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others.
- Business transfers: In the event of a merger, acquisition, or sale of assets, your personal data may be transferred to the successor entity, subject to the same privacy protections described in this policy.
5. Data Security
We take the security of your personal information seriously and implement industry-standard safeguards to protect it:
- SSL/TLS encryption on all pages where personal data is transmitted
- Secure, hashed storage of account passwords — we never store passwords in plain text
- PCI-DSS-compliant payment processing through certified third-party gateways
- Regular security audits, vulnerability assessments, and software updates
- Role-based access controls limiting employee access to customer data on a need-to-know basis
- Automated monitoring for suspicious activity on accounts and transactions
While we strive to protect your information, no method of transmission over the Internet or electronic storage is completely secure. We cannot guarantee absolute security, but we are committed to continually improving our protections.
6. Data Retention
We retain your personal information only for as long as necessary to fulfil the purposes described in this policy or as required by applicable law:
- Account data: Retained for as long as your account is active. If you request account deletion, we will erase your personal data within 30 days, except where retention is required for legal or accounting purposes.
- Order history: Retained for up to 7 years to comply with tax and financial record-keeping regulations.
- Newsletter subscriptions: Retained until you unsubscribe. You can unsubscribe at any time via the link in any of our emails.
- Customer support records: Retained for up to 3 years after the last interaction for quality assurance and dispute resolution.
- Analytics data: Anonymised analytics data may be retained indefinitely as it cannot be linked to individual users.
7. Your Rights
Depending on your location and applicable data protection laws, you may have the following rights regarding your personal information:
- Right to Access: Request a copy of the personal data we hold about you.
- Right to Rectification: Request correction of inaccurate or incomplete personal information.
- Right to Erasure: Request deletion of your personal data, subject to legal retention requirements.
- Right to Restrict Processing: Request that we limit how we use your data in certain circumstances.
- Right to Data Portability: Request your personal data in a structured, commonly used, machine-readable format.
- Right to Object: Object to processing of your personal data for direct marketing purposes.
- Right to Withdraw Consent: Where processing is based on consent, withdraw that consent at any time without affecting the lawfulness of processing performed before withdrawal.
To exercise any of these rights, please contact us using the details provided at the bottom of this page. We will respond to your request within 30 days.
8. Children’s Privacy
Our services are not directed at individuals under the age of 16. We do not knowingly collect personal information from children. If we become aware that a child under 16 has provided us with personal data, we will take steps to delete that information promptly. If you believe a child has submitted personal information to us, please contact us immediately so we can take appropriate action.
9. Third-Party Links
Our website may contain links to third-party websites, such as social media platforms, partner farmer profiles, and external recipe sources. We are not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party website before providing personal information. Links to external sites do not imply endorsement of their content or practices.
10. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. When we make material changes, we will:
- Update the “Last updated” date at the top of this page
- Post a prominent notice on our website for at least 14 days
- Notify registered account holders via email for significant changes that affect how their data is used
We encourage you to review this policy periodically. Continued use of our website and services after changes are posted constitutes your acceptance of the updated policy.
11. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact us:
Bio Agriculture Development Project Pvt. Ltd.
Data Protection Officer
Organic Farm Complex, Kathmandu, Nepal
Email: privacy@bioagri.com.np
Phone: +977-1-4000000
We aim to respond to all privacy-related inquiries within 30 calendar days.
Have questions about our policies?
Our customer support team is here to help clarify any aspect of our privacy practices. Reach out and we will get back to you promptly.