NawelniThis policy explains what personal information Nawelni collects when you use the Nawelni mobile app, the Nawelni driver app and this website, why we collect it, who we share it with, and the choices you have. By using Nawelni you agree to this policy.
1. Who we are
Nawelni (“Nawelni”, “we”, “us”) runs a delivery service in Lebanon, starting in Qalmoun: customers order from restaurants, supermarkets, pharmacies and other stores through the Nawelni app, and our drivers deliver the orders. Nawelni is responsible for the personal information described in this policy.
Contact: admin@nawelni.store
2. Information we collect
Information you give us
| Information | Examples | Why we need it |
|---|---|---|
| Account details | Full name, phone number, email address (optional), password | To create your account, sign you in and contact you about your orders. We store your password only in a scrambled (hashed) form. |
| Verification codes | One-time codes sent by SMS or WhatsApp | To confirm your phone number and to reset your password. We keep only a hashed copy, and codes expire within minutes. |
| Delivery addresses | Address label, area, street, building, floor, directions, and the point you pin on the map | So drivers can find you. |
| Orders | Stores, items, options, notes, prices, promo codes, delivery fee, scheduled time, payment method and currency, order status, cancellation reasons | To place, deliver and support your orders, and to keep accounting records. |
| Custom requests | The description and photos you add when you ask for something that isn't in the app | To find, price and deliver what you asked for. |
| Ratings and reviews | Your rating of an order or a store, and your comment | To show store ratings and improve our service. Store reviews show your name to other customers. |
| Favourites | Stores you mark with a heart | To show your favourite stores. |
| Messages to us | Calls, WhatsApp messages and emails to our support team | To answer you and solve problems. |
Information collected automatically
- Device information: your device type (Android or iOS), app version and a notification token, so we can send you notifications and make sure your app version is supported.
- Location: only with your permission. See Location.
- Technical logs: our servers record basic information about requests (such as IP address, date and time, and errors) to keep the service secure and working. These logs are kept for a short time.
Payments
You can pay cash on delivery (in US dollars, Lebanese lira or both) or by card. Nawelni does not store your full card number.
Information we do not collect
We do not sell your personal information, and we do not use it for third-party advertising. This website does not use advertising or tracking cookies.
3. How we use your information
- To create and manage your account and sign you in.
- To show you stores and products that deliver to your address.
- To process, prepare, deliver and track your orders and custom requests.
- To send you updates about your orders, and offers if you have notifications turned on.
- To provide customer support and handle cancellations, refunds and complaints.
- To prevent fraud and abuse, and to keep Nawelni secure (for example, limiting repeated sign-in attempts).
- To understand how the service is used and improve it.
- To meet our legal and accounting obligations.
4. Who we share it with
We share only what each party needs:
- Stores you order from receive your order details, and, when needed, your name and notes, to prepare your order.
- Drivers receive your name, phone number, delivery address and location pin, and the order details, to deliver your order.
- Service providers that run parts of our service for us, under contracts that require them to protect your information: our hosting provider; Google Firebase Cloud Messaging (push notifications); Meta's WhatsApp Business Platform and SMS providers (verification codes and messages); and map services used to show maps and pick addresses.
- Authorities, when the law requires it, or to protect the rights, safety or property of our customers, drivers, stores or Nawelni.
- A new owner, if Nawelni is merged or sold, who must keep protecting your information as this policy describes.
Some of these providers may process information outside Lebanon. When they do, we take steps so that your information stays protected.
5. Location
With your permission, the app uses your phone's location to suggest your delivery address and show stores near you. You can say no, or turn it off any time in your phone's settings, and still type or pin your address on the map yourself. The customer app does not track your location in the background.
6. Notifications
We send notifications about your orders (for example, when your order is accepted or on its way) and, sometimes, news and offers. Every notification is also saved on the app's Notifications page. You can turn notifications off in your phone's settings.
7. How long we keep it
- Account, addresses and favourites: for as long as your account is open.
- Verification codes: a few minutes until they expire, and then only as hashed records for security.
- Orders: kept as business and accounting records, also after you delete your account. When you delete your account, they are no longer linked to your name, phone number or email.
- Technical logs: a short time, normally up to 90 days.
8. Your choices and rights
- See and correct: you can see and edit your name, email and addresses in the app. For anything else, email us.
- Copy: you can ask us for a copy of the personal information we hold about you.
- Delete: you can delete your account at any time. See below.
- Withdraw permission: you can turn off location and notifications in your phone's settings at any time.
To make a request, email admin@nawelni.store from the email on your account, or include the phone number you signed up with. We may ask you to confirm it's you, and we reply within 30 days.
9. Deleting your account
You can delete your account in the app, or ask us to delete it. The steps, and exactly what is deleted and kept, are on our Delete your account page.
10. Security
We protect your information with encrypted connections (HTTPS), hashed passwords and verification codes, access limited to staff who need it, and limits on repeated sign-in attempts. No service can be completely secure, so please keep your password private and tell us right away if you think your account has been misused.
11. Drivers
If you deliver with Nawelni, we also collect your name, phone number, email, photo, vehicle type, and the details needed to manage your deliveries and earnings. While you are online in the driver app or on a delivery, the app sends your device's location, so we can assign orders near you and show customers where their order is. We keep only your last known position, and the app stops sending it when you go offline or sign out.
12. Children
Nawelni is not meant for children under 13, and we do not knowingly collect their information. If you believe a child has given us personal information, contact us and we will delete it.
13. Changes to this policy
We may update this policy as our service changes. We will post the new version on this page with a new date, and tell you in the app if the changes are important.
14. Contact us
Questions about this policy or your information: admin@nawelni.store. You can also reach our support team from the Help page of the app.