This Privacy Policy explains how SustaBite collects, uses, stores, shares, and protects personal information when you use our website, mobile application, vendor tools, and related services.
1 Introduction
This Privacy Policy explains how SustaBite collects, uses, stores, shares, and protects personal information when you use our website, mobile application, vendor tools, and related services.
By using SustaBite, you agree to the collection and use of information as described in this Privacy Policy. If you do not agree, please do not use SustaBite.
This Privacy Policy applies to customers, vendors, vendor representatives, website visitors, and other users of SustaBite.
2 Who We Are
SustaBite is a food surplus marketplace based in Lahore, Pakistan. SustaBite helps customers discover and purchase surplus food from participating vendors for pickup.
For privacy questions or requests, contact:
SustaBite
494-R1, Johar Town, Lahore, Pakistan
Email: support@sustabite.com
Phone / WhatsApp: 0320-4050826
3 Information We Collect
3.1 Information from All Users
We may collect:
- Name;
- Email address;
- Phone number;
- Password or login credentials, stored in protected form;
- Profile photo, if uploaded;
- Account preferences;
- Communications with support;
- Device and usage information.
3.2 Customer Information
For customers, we may collect:
- Order history;
- Vendor interactions;
- Pickup and order verification details;
- Payment status and transaction references;
- Ratings, reviews, comments, and complaint information;
- Saved vendors, favourites, or notification preferences;
- Refund request information.
SustaBite does not currently offer an in-app wallet.
3.3 Vendor Information
For vendors and vendor representatives, we may collect:
- Business name;
- Business description;
- Food categories;
- Contact details;
- Business address and location information;
- GPS coordinates, where required for accurate pickup location;
- Operating hours and pickup schedules;
- Business logo and images;
- Food listings;
- Bank account or payout details;
- Tax, registration, licence, or verification information where required;
- Vendor performance, ratings, disputes, cancellations, and payout history.
3.4 Automatically Collected Information
When you use SustaBite, we may automatically collect:
- Device type and operating system;
- App version;
- Browser type;
- IP address;
- Approximate location;
- App usage data;
- Crash logs and performance data;
- Push notification token;
- Cookies and similar website technologies, where applicable.
3.5 Location Information
SustaBite may use approximate or precise location information, with your permission, to show nearby vendors, pickup locations, and relevant food listings.
You can manage location permissions through your device settings. Some features may not work properly if location access is disabled.
4 How We Use Your Information
We use personal information to:
- Create, manage, and secure user accounts;
- Display nearby surplus food listings;
- Process orders and payments;
- Verify pickup through QR codes, order codes, or similar methods;
- Send order confirmations, receipts, pickup reminders, and support messages;
- Send push notifications and platform updates;
- Operate vendor tools, dashboards, listings, order management, and payout records;
- Review and approve vendor applications;
- Investigate complaints, disputes, refunds, fraud, abuse, or safety concerns;
- Improve the app, website, vendor tools, and customer experience;
- Maintain platform security;
- Comply with legal, tax, accounting, regulatory, and record-keeping obligations;
- Enforce our Terms of Service and Vendor Terms.
6 Data Storage and Security
We use technical and organisational measures designed to protect personal information, including access controls, encrypted transmission, protected authentication, and restricted administrative access.
No system is completely secure. If you believe your account or personal information has been compromised, contact support@sustabite.com immediately.
Your information may be stored or processed in Pakistan or in other countries where our service providers operate. By using SustaBite, you understand that your information may be transferred outside Pakistan where necessary to provide the service.
7 Data Retention
We keep personal information for as long as necessary for the purposes described in this Privacy Policy, including service delivery, account management, dispute resolution, tax, accounting, legal compliance, fraud prevention, and safety.
Our general retention approach is:
- Account profile: until account deletion or valid erasure request, subject to legal retention needs;
- Order history: generally up to 3 years for dispute resolution and operational records;
- Payment and payout records: generally up to 5 years for financial, tax, and accounting records;
- Ratings and reviews: may be anonymised and retained after account deletion;
- Push notification tokens: until you sign out, disable notifications, or the token expires;
- Rejected vendor applications: generally up to 1 year from rejection;
- Support and complaint records: as long as needed to resolve issues and maintain safety/legal records.
After the applicable retention period, we will delete, anonymise, or securely restrict the relevant data where reasonably possible.
8 Your Choices and Rights
Subject to applicable law and verification of identity, you may request to:
- Access personal information we hold about you;
- Correct inaccurate or incomplete information;
- Delete your account or request erasure of personal information;
- Withdraw consent for optional processing, such as push notifications or marketing;
- Request a copy of certain information in a structured format;
- Object to certain uses of your information.
To exercise these rights, contact support@sustabite.com.
We may need to keep some information where required for legal, tax, accounting, dispute, fraud prevention, food safety, or legitimate business purposes.
9 Push Notifications, Emails, and Marketing
Push Notifications
We may send push notifications for order updates, pickup reminders, vendor updates, saved vendor alerts, platform announcements, and support messages.
You can disable push notifications through your device settings or app settings.
Transactional Emails and Messages
We may send transactional messages such as account confirmations, order confirmations, receipts, vendor approval notices, refund updates, and support communications.
Marketing
We will only send marketing communications where permitted by law and where you have not opted out. You can unsubscribe or opt out using the method provided in the message or by contacting support@sustabite.com.
11 Children's Privacy
SustaBite is not intended for users under 18.
We do not knowingly allow users under 18 to create accounts, place orders, or make payments. If we learn that a user under 18 has provided personal information, we may delete the account and associated information, subject to any legal retention obligations.
12 Vendor and Business Data
Some vendor information, including business name, logo, location, operating hours, descriptions, food listings, prices, and ratings, may be displayed publicly on SustaBite.
Vendor representatives should ensure they have authority to provide business information and personal contact details to SustaBite.
13 Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
If changes are material, we may notify you through the app, website, email, or other reasonable means.
Continued use of SustaBite after an updated Privacy Policy is published means you accept the updated policy.
14 Contact
SustaBite
494-R1, Johar Town, Lahore, Pakistan
Email: support@sustabite.com
Phone / WhatsApp: 0320-4050826