Bagoya (“Bagoya,” “we,” “our,” or “us”) is an online retail store based in Lahore, Punjab, Pakistan, operating the website bagoya.com (the “Site”). We specialize in curated ladies’ handbags, clutches, tote bags, and men’s leather wallets and accessories, and we deliver orders nationwide across Pakistan.

For the purposes of this Privacy Policy, Bagoya is the “data controller,” meaning we decide why and how your personal information is collected and used in connection with the Site and our order fulfilment process.

This Privacy Policy applies to all visitors, browsers, registered account holders, and customers who interact with Bagoya through any of the following channels:

• The bagoya.com website, on desktop or mobile
• Our official Instagram and Facebook shop pages and direct messages
• WhatsApp, SMS, phone calls, or email communication with our customer support team
• Orders placed via Cash on Delivery, online payment, or bank transfer

This policy does not apply to third-party websites, apps, or social platforms that may link to or from bagoya.com; those platforms have their own privacy policies, which we encourage you to review separately.

We collect personal information in three broad categories: information you give us directly, information collected automatically as you browse, and information we receive from trusted third parties.

3.1 Information You Provide Directly

• Identity details: full name, gender (for sizing/preference purposes), date of birth (if provided for promotions)
• Contact details: phone number, WhatsApp number, email address
• Delivery details: shipping address, billing address, city, area, and any delivery instructions
• Order details: products purchased, size/colour preferences, order notes, gift messages
• Payment-related details: chosen payment method, and where relevant, mobile wallet account name or bank account name used for verification (Bagoya does not directly store full card numbers or CVV codes)
• Account details: username and password (stored in encrypted/hashed form) if you create a Bagoya account
• Customer support communications: messages, complaints, return/exchange requests, and call recordings (where applicable) sent via WhatsApp, email, phone, or contact form
• User-generated content: product reviews, ratings, photos, or testimonials you choose to submit

3.2 Information Collected Automatically

• IP address and approximate city-level location
• Browser type, version, and language settings
• Device type, screen size, and operating system
• Pages viewed, products browsed, time spent on the Site, and click behaviour
• Referring website or app that led you to bagoya.com
• Cookie and pixel identifiers (see Section 7)

3.3 Information from Third Parties

• Delivery and tracking status updates from our courier partners
• Payment confirmation or failure status from payment gateways or mobile wallet providers
• Basic profile information if you choose to log in or message us via Facebook, Instagram, or Google

• When you create an account or check out as a guest
• When you place an order by Cash on Delivery, mobile wallet, bank transfer, or card
• When you subscribe to our newsletter, WhatsApp list, or SMS alerts
• When you fill out a contact form, leave a review, or message our support team
• When you browse the Site, through cookies, pixels, and similar tracking technologies
• When you interact with our social media pages or respond to a survey/feedback request after delivery

We use the personal information we collect for the following purposes:

• Order processing and delivery: confirming your order, preparing your bag or wallet for dispatch, and coordinating with courier partners for delivery, including Cash on Delivery confirmation calls
• Customer support: responding to questions, handling returns, exchanges, refunds, and complaints
• Account management: maintaining your order history and saved details for a faster checkout next time
• Personalisation: showing you relevant products, remembering your cart, and tailoring recommendations
• Marketing: sending promotional offers, discount codes, and new arrival alerts, where you have opted in
• Analytics and improvement: understanding how visitors use bagoya.com so we can improve site speed, navigation, and product listings
• Fraud and abuse prevention: identifying fake orders, repeated COD refusals, or chargeback abuse
• Legal and accounting compliance: maintaining sales, tax, and accounting records as required under Pakistani law
• Advertising: running retargeting ads on platforms like Facebook, Instagram, and Google to reach visitors who showed interest in our products

We process your personal information based on one or more of the following grounds:

• Contractual necessity: to fulfil the order or service you have requested from us
• Consent: for marketing communications and non-essential cookies, which you can withdraw at any time
• Legitimate business interest: for fraud prevention, site analytics, and improving our products and services
• Legal obligation: to comply with applicable Pakistani laws, including tax, consumer protection, and electronic transaction regulations

Cookies are small text files stored on your device that help websites function and remember information about your visit. Bagoya uses the following categories of cookies and similar technologies (such as tracking pixels):

You can control or delete cookies at any time through your browser settings. Please note that disabling strictly necessary cookies may prevent you from completing a purchase on bagoya.com. You can also manage ad personalisation directly through your Facebook and Google account settings.

Bagoya does not sell, rent, or trade your personal information to unrelated third parties. We only share the minimum information necessary with the following categories of trusted partners:

• Courier & logistics partners (such as TCS, Leopards Courier, PostEx, Call Courier, M&P, or Trax) — your name, address, and phone number are shared solely to deliver your order
• Payment processors and financial institutions (such as JazzCash, Easypaisa, your bank, or a card payment gateway) — to verify and process payments
• SMS / WhatsApp Business messaging providers — to send order confirmations, dispatch alerts, and delivery updates
• Email and marketing platforms — to send newsletters and offers, only to subscribers who have opted in
• Analytics and advertising platforms (such as Google Analytics, Meta/Facebook Ads, and TikTok Ads) — to understand site usage and show relevant advertising, typically using pseudonymised or aggregated data
• Legal and regulatory authorities — only where required by law, court order, or to protect the rights, property, or safety of Bagoya, our customers, or the public

All third parties we work with are expected to handle your information securely and use it only for the specific purpose for which it was shared.

Bagoya offers Cash on Delivery (COD), bank transfer, and where available, mobile wallet (JazzCash/Easypaisa) and card payments. We take payment security seriously:

• For Cash on Delivery orders, no online payment information is collected or transmitted at all
• For online payments, transactions are processed through secure, encrypted third-party payment gateways or your bank/mobile wallet app — Bagoya does not see or store your full card number, CVV, or mobile wallet PIN
• Our checkout pages use SSL/TLS encryption to protect data in transit
• We will never ask you to share a one-time password (OTP) or PIN with our staff over phone, SMS, or WhatsApp — please treat any such request as suspicious and report it to us immediately

We retain personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy, including:

• Order and transaction records — retained for accounting, tax, and warranty/return-handling purposes, typically for the period required under applicable Pakistani tax and business record-keeping requirements
• Account information — retained while your account remains active, and for a reasonable period after closure in case you wish to reactivate it
• Marketing data (email, phone number for promotions) — retained until you unsubscribe or opt out
• Customer support communications — retained for a reasonable period to handle follow-up queries, complaints, or disputes

When information is no longer needed, we securely delete or anonymise it.

We apply reasonable technical and organisational safeguards to protect your personal information, including:

• SSL/TLS encryption across the Site, especially on checkout and account login pages
• Hashing and encryption of stored account passwords
• Access controls limiting employee access to customer data on a need-to-know basis
• Regular review of our systems and third-party service providers for security practices
• Secure hosting infrastructure for our website and order database

While we work hard to protect your information, no method of transmission or storage over the internet is ever 100% secure. We encourage you to use a strong, unique password for your Bagoya account and to avoid sharing your login details with anyone.

As a Bagoya customer or visitor, you have the following rights regarding your personal information:

• Right to access: request a copy of the personal data we hold about you
• Right to correction: ask us to update or correct inaccurate or outdated details, such as your address or phone number
• Right to deletion: request that we delete your personal data, subject to any legal record-keeping obligations we must follow
• Right to opt out of marketing: unsubscribe from promotional emails, SMS, or WhatsApp messages at any time
• Right to restrict or object to processing: ask us to limit certain uses of your data, such as analytics or advertising
• Right to withdraw consent: where processing is based on your consent, you may withdraw it at any time without affecting past lawful processing
• Right to lodge a complaint: contact us directly with any privacy concern; we aim to resolve issues quickly and transparently

To exercise any of these rights, please contact us using the details in Section 18. We aim to respond to all privacy-related requests within 15–30 business days.

Bagoya’s products and services are intended for adults and are not directed at children under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can promptly remove it.

We only send promotional emails, SMS, or WhatsApp messages to customers who have opted in, for example by subscribing on our website or agreeing to receive offers at checkout. You can opt out at any time by:

• Clicking the “unsubscribe” link at the bottom of any marketing email
• Replying “STOP” to a promotional SMS or WhatsApp message
• Messaging our customer support team directly and asking to be removed from marketing lists

Please note that even after opting out of marketing, you will continue to receive essential transactional messages, such as order confirmations and delivery updates, related to any active orders.

bagoya.com may contain links to third-party websites or social media pages, such as our Facebook page. We are not responsible for the privacy practices or content of these third-party sites. We encourage you to review their privacy policies before sharing any personal information with them.

While Bagoya primarily serves customers within Pakistan, our Site may be accessed by visitors, including overseas Pakistanis, from other countries. Your information may be processed in Pakistan and may also be transferred to and processed by third-party service providers (such as cloud hosting or advertising platforms) located outside Pakistan. By using bagoya.com, you consent to this processing and transfer of your information.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. Any changes will be posted on this page with a revised “Last Updated” date at the top. For significant changes, we may also notify you via email, WhatsApp, or a notice on our website. We encourage you to review this page periodically.

If you have any questions, concerns, or requests regarding this Privacy Policy or how Bagoya handles your personal information, please reach out to us:

Quick, direct answers to the privacy questions our customers ask most often.