Privacy Policy

Published 8 September 2026

What Pacco collects, why, who sees it, and how to have it removed.

1. What we collect

What you give us

Who you are. Full legal name, mobile number, any second numbers, email, home address and gender.
Identity documents. NID number, passport or similar, where reasonably needed for high-value transactions, secure parcel delivery, repair services, fraud prevention, account verification or a legal requirement. Where lawfully implemented, biometric verification may be used for specific security checks.
Payment information. What is needed to take payment through bKash, Nagad, Rocket, Upay, cards processed by authorised providers such as SSLCommerz, and your Pacco wallet balance and transactions. Pacco does not intentionally store raw card CVV codes or internet banking passwords.
What you send us. Support messages, complaints, dispute tickets, uploaded photographs and documents, and reviews of merchants, riders or technicians. Where call recording is in use, support calls may be recorded for quality, training, security and dispute resolution.

What the platform records automatically

Location, through GPS, Wi-Fi or mobile network, where it is needed to deliver, collect, assign a rider, work out a route, track a delivery in real time, or verify where a service happened.
Device and technical information — IP address, device type, operating system, app version, browser, network, and crash or diagnostic logs.
What you do here — what you searched for and viewed, what you ordered, your bookings, delivery statuses, and payment history.
Cookies and similar technologies, to keep you signed in, measure performance, and understand how the service is used.

2. Why we use it

To run the service — taking food orders, dispatching Mall groceries from the nearest hub, coordinating repairs and pickups, and moving parcels.
To tell you things — one-time codes, confirmations, delivery updates, receipts and invoices by SMS, email or push.
To keep the platform safe — investigating incidents, preventing fraud and unauthorised access, resolving disputes, and protecting customers, riders, merchants and technicians.

3. Who we share it with

Pacco does not sell, rent or lease your personal information to advertising brokers or marketing companies.

Your rider gets your name, contact details and the delivery or pickup location needed to complete the job.
Your technician gets the address, contact details and the fault description needed to do the work.
Merchants get the order — items, quantities, and what is needed to prepare and hand it over.
Service providers — payment, hosting, notifications, analytics, security — get only what they need to do their part, under contract.
Authorities, where the law requires it: lawful requests, court orders and investigations, including the Bangladesh Police, RAB and the Department of Narcotics Control. Financial, tax and transaction records may be shared with the National Board of Revenue, Bangladesh Bank or other authorised regulators.

4. Cookies and tracking

Pacco's site and app may use cookies, local storage, SDKs and analytics tools to keep you signed in, diagnose problems, monitor stability and understand how the service is used. Where third-party tools such as Google Analytics or Firebase are in use, they process technical and usage data under their own terms.

You can restrict cookies and location through your browser or device settings. Doing so may switch off features that depend on them, including live tracking.

5. How it is protected

In transit, connections are encrypted using TLS.
At rest, sensitive information including NID records and financial data is held behind access controls and encryption, with AES-256 where implemented.
Card payments are processed by authorised gateways such as SSLCommerz under their compliance standards. Pacco does not intentionally store raw CVV codes or internet banking passwords.

6. How long we keep it, and how to be forgotten

We keep your information for as long as it is reasonably needed to run your account, complete transactions, resolve disputes, keep proper financial records, protect the platform, and meet legal obligations in Bangladesh. After that it is deleted, anonymised or securely disposed of.

You can ask us to delete your account at any time, through Account privacy → Request account deletion where that is available, or by writing to privacy@pacco.com.bd.

We act within 14 business days of a valid request, removing or anonymising what we are able to.

Some things must stay, and will be kept only for the purpose that requires them:

Where your account has an unpaid balance, uncollected cash on delivery, or an open dispute, claim or investigation
Where the information is needed for a criminal investigation, a lawful government request, a court order or a legal proceeding
Where transaction, financial, accounting, fraud-prevention, security or audit records must be kept for a period set by law

7. Changes to this policy

Pacco may update this policy as the platform, the technology or the law changes. The effective date at the top is updated and, where practical, you will be told in the app.

8. Contacting us

For any question about your information, a request about it, or to report a security or privacy concern:

Data Privacy & Information Security Compliance Officer, Pacco Post Office Para, below Gramerkajog, Jashore, Bangladesh privacy@pacco.com.bd