Privacy Policy

1. Information We Collect

We collect different types of information to provide and improve our services to you:

1.1 Personal Information

Information that can identify you as an individual:

• Name: First name and last name
• Contact Details: Phone number(s), email address
• Delivery Address: Street address, city, postal code
• Business Information: Company name, business registration number (for wholesale customers)

1.2 Order Information

• Products purchased
• Order quantities and frequency
• Payment information (we don't store full credit card details)
• Delivery preferences
• Order history and patterns

1.3 Communication Data

• Messages sent through contact forms
• Email correspondence
• Phone call records (for quality and training purposes)
• WhatsApp messages
• Feedback and reviews

1.4 Technical Information

• Device Data: IP address, browser type, operating system
• Usage Data: Pages visited, time spent, links clicked
• Location Data: General location based on IP address
• Cookies: See Section 7 for details

1.5 Marketing Preferences

• Newsletter subscription status
• Communication preferences
• Product interests

2. How We Collect Information

2.1 Information You Provide Directly

We collect data when you:

• Fill out contact forms on our website
• Place an order (phone, WhatsApp, email, or in-person)
• Create a wholesale account
• Subscribe to our newsletter or updates
• Communicate with our customer service
• Provide feedback or reviews
• Participate in surveys or promotions

2.2 Information Collected Automatically

When you visit our website, we automatically collect:

• Device and browser information
• Pages viewed and time spent
• Referral sources (how you found our website)
• IP address and approximate location
• Cookie data (see Section 7)

2.3 Information from Third Parties

We may receive information from:

• Delivery Partners: Delivery status and confirmation
• Payment Processors: Payment confirmation (not full card details)
• Social Media: If you interact with us on social platforms
• Business Partners: Distributors or retailers who place orders on behalf of customers

3. How We Use Your Information

We use your personal information for the following purposes:

3.1 Order Processing & Fulfillment

• Process and complete your orders
• Arrange delivery and shipping
• Communicate order status and updates
• Handle returns and refunds
• Maintain order history for your convenience

3.2 Customer Service & Support

• Respond to inquiries and questions
• Provide product information and recommendations
• Handle complaints and resolve issues
• Improve customer service quality
• Follow up on orders and deliveries

3.3 Business Operations

• Manage wholesale accounts and credit terms
• Process payments and manage invoices
• Maintain business relationships with distributors
• Comply with legal and regulatory requirements
• Prevent fraud and ensure security

3.4 Marketing & Communications

• Send newsletters and product updates (with your consent)
• Inform you about new products and offers
• Share recipes and cooking tips
• Conduct customer satisfaction surveys
• Personalize marketing based on your preferences

3.5 Website Improvement & Analytics

• Analyze website usage and visitor behavior
• Improve website design and user experience
• Test new features and functionalities
• Identify and fix technical issues
• Optimize website performance

3.6 Legal & Compliance

• Comply with Pakistan Food Authority regulations
• Meet tax and accounting requirements
• Respond to legal requests and court orders
• Protect our rights and property
• Enforce our Terms & Conditions

4. Legal Basis for Processing

We process your personal data based on the following legal grounds:

4.1 Contractual Necessity

Processing is necessary to fulfill our contract with you (order fulfillment, delivery, customer service).

4.2 Consent

You have given explicit consent for specific purposes (marketing communications, newsletter subscription).

4.3 Legitimate Interests

Processing is necessary for our legitimate business interests:

• Improving products and services
• Website analytics and optimization
• Fraud prevention and security
• Business development and efficiency

4.4 Legal Obligation

Processing is required to comply with legal requirements (tax records, food safety regulations, court orders).

5. Data Storage & Security

5.1 Where We Store Your Data

• Primary Storage: Secure servers in Pakistan
• Physical Records: Locked filing systems at our Sargodha facility
• Backup Systems: Encrypted cloud storage for disaster recovery

5.2 Security Measures

• Technical Safeguards:
  • SSL encryption for website data transmission
  • Firewall protection on servers
  • Regular security updates and patches
  • Secure password policies
  • Encrypted backup systems
• Physical Safeguards:
  • Restricted access to facilities
  • Locked storage for physical records
  • CCTV surveillance at premises
  • Secure disposal of old documents (shredding)
• Administrative Safeguards:
  • Employee confidentiality agreements
  • Access controls (need-to-know basis)
  • Regular staff training on data protection
  • Incident response procedures

5.3 Data Breach Protocol

In the unlikely event of a data breach:

1. We will assess the severity and scope immediately
2. Contain and resolve the breach
3. Notify affected customers within 72 hours
4. Report to relevant authorities if required
5. Take corrective actions to prevent future breaches

6. Sharing Your Information

We do NOT sell your personal information to third parties.

6.1 When We Share Your Data

We only share your information with:

Service Providers (As Necessary)

• Delivery Partners: Name, phone, and address for order delivery
• Payment Processors: Payment information for transaction processing
• Website Hosting: Technical data for website operation
• Email Services: Contact details for sending newsletters (if subscribed)

Business Partners

• Authorized Distributors: Order details for fulfillment through distributor network
• Wholesale Customers: May access their own order history and account data

Legal Requirements

• Government Authorities: When required by law (tax records, legal proceedings)
• Pakistan Food Authority: For regulatory compliance
• Law Enforcement: In response to valid legal requests

6.2 Third-Party Standards

All third parties we work with must:

• Maintain confidentiality of your data
• Use data only for specified purposes
• Implement appropriate security measures
• Comply with data protection requirements

6.3 Business Transfers

If Al Shahbaz Flour Mills is involved in a merger, acquisition, or asset sale, your information may be transferred. You will be notified of any such change and your rights regarding your data.

7. Cookies & Tracking Technologies

7.1 What Are Cookies?

Cookies are small text files stored on your device when you visit our website. They help us provide a better user experience and understand how visitors use our site.

7.2 Types of Cookies We Use

7.3 Managing Cookies

You can control cookies through:

• Browser Settings: Most browsers allow you to block or delete cookies
• Cookie Consent Banner: Manage preferences when you first visit our site
• Opt-Out Links: For third-party analytics (Google Analytics, etc.)

7.4 Third-Party Analytics

We use analytics services to understand website traffic:

• Google Analytics: Website traffic and user behavior analysis
• Facebook Pixel: Track conversions from social media (if used)

These services have their own privacy policies. You can opt-out through their respective settings.

8. Your Privacy Rights

You have the following rights regarding your personal data:

8.1 How to Exercise Your Rights

To exercise any of these rights:

1. Email us: info@alshahbazflourmills.com with "Privacy Rights Request" in subject
2. Call us: +92-48-3211088 during business hours
3. Write to us: Al Shahbaz Flour Mills, 2-KM Jhal Chakiya Sargodha-Bhalwal Road, Sargodha, Punjab 40100

Required Information:

• Your full name and contact details
• Which right(s) you wish to exercise
• Details of your request
• Proof of identity (for security)

8.2 Response Timeline

• We will respond to your request within 30 days
• Complex requests may take up to 60 days (we'll notify you)
• We may need to verify your identity before processing
• Most requests are free, but excessive requests may incur a reasonable fee

9. Children's Privacy

9.1 Age Requirement

Our website and services are not directed to children under 18 years of age. We do not knowingly collect personal information from children.

9.2 Parental Consent

If you are under 18:

• You must have your parent or guardian's permission to use our website
• Orders must be placed by an adult
• We require parental consent for any data collection from minors

9.3 If We Discover Child Data

If we learn that we have collected information from a child under 18 without parental consent, we will:

• Delete the information immediately
• Not use it for any purpose
• Not share it with third parties

If you believe we have information about a child, please contact us at info@alshahbazflourmills.com.

10. International Data Transfers

10.1 Primary Data Location

Your data is primarily stored and processed in Pakistan. However, some of our service providers may be located outside Pakistan:

• Website Hosting: May use international servers
• Cloud Backup: Stored in secure international data centers
• Analytics Services: Google Analytics (processes data globally)

10.2 Safeguards for International Transfers

When we transfer data internationally, we ensure:

• Service providers comply with adequate data protection standards
• Data processing agreements are in place
• Appropriate security measures protect your data
• Your rights remain protected regardless of data location

11. Data Retention

11.1 How Long We Keep Your Data

11.2 Why We Retain Data

• Legal Requirements: Tax laws require keeping financial records for 7 years
• Business Operations: Order history helps with customer service
• Fraud Prevention: Detecting and preventing fraudulent activity
• Dispute Resolution: Resolving complaints or legal disputes

11.3 Secure Deletion

When data is no longer needed:

• Electronic data is permanently deleted from all systems
• Backup copies are overwritten in next backup cycle
• Physical documents are securely shredded
• No recovery is possible after deletion

12. Changes to This Privacy Policy

12.1 Policy Updates

We may update this Privacy Policy from time to time to reflect:

• Changes in our business practices
• New legal requirements
• Technological advances
• Customer feedback and requests

12.2 How We Notify You

When we make significant changes:

• Updated policy will be posted on this page
• "Last Updated" date will be revised at the top
• Major changes may be communicated via email
• Continued use after changes means you accept the new policy

12.3 Your Right to Withdraw Consent

If you don't agree with updated terms:

• You can withdraw consent for data processing
• Request deletion of your data (subject to legal retention requirements)
• Stop using our services

13. Contact Us

13.1 Privacy Questions & Concerns

If you have questions about this Privacy Policy or how we handle your data:

📧 Email:
info@alshahbazflourmills.com
Subject: Privacy Policy Inquiry

📞 Phone Numbers:
Main: +92-48-3795066
Additional: +92-48-3795066, +92-48-3795067, +92-48-3795068, +92-48-3795070
Monday-Saturday: 8:00 AM - 5:00 PM | Sunday: Holiday

💬 WhatsApp: +92-346-4846565

📍 Mailing Address:
Al Shahbaz Flour Mills
Attention: Privacy Officer
2-KM Jhal Chakiya Sargodha-Bhalwal Road
Sargodha, Punjab 40100
Pakistan

13.2 Data Protection Officer

For specific data protection concerns, you can contact our designated officer:

Email: info@alshahbazflourmills.com (Mark "Attention: Data Protection")

13.3 Complaints

If you're not satisfied with how we handle your privacy concerns:

1. First, contact us directly - we'll do our best to resolve the issue
2. If still unsatisfied, you may file a complaint with relevant Pakistani data protection authorities

13.4 Response Time

• General inquiries: 2-3 business days
• Data access requests: Within 30 days
• Urgent security concerns: Within 24 hours

14. Additional Information

14.1 Links to Other Websites

Our website may contain links to third-party websites (social media, partners, etc.). This Privacy Policy does not apply to those sites. Please review their privacy policies before sharing information.

14.2 Social Media

When you interact with us on social media platforms:

• Those platforms have their own privacy policies
• We may collect publicly available information you share
• Messages sent via social media are subject to platform privacy terms

14.3 Product Reviews & Testimonials

If you submit reviews or testimonials:

• We may display your first name and city publicly
• Full contact details are never published without consent
• You can request removal of your review at any time

14.4 Applicability

This Privacy Policy applies to:

• Website visitors (alshahbazflourmills.com)
• All customers (retail and wholesale)
• Newsletter subscribers
• Anyone who contacts us