Privacy Policy
This Privacy Policy explains what personal and sensitive user data Terrace Grill collects through its website and mobile application, why we collect it, who we share it with, how long we keep it, how we secure it, and how you can access or delete it.
1. Who we are
Terrace Grill ("Terrace Grill", "we", "us" or "our") is a restaurant business operating at Plot #12-B, Masumma, Murree, 47150, Punjab, Pakistan. We are the data controller responsible for the personal data described in this policy, and we are the developer and publisher of the Terrace Grill mobile application.
You can reach us at any time at hello@terracegrill.pk or +92 300 847 2165.
2. Scope of this policy
This policy applies to:
- the website at terracegrillpk.com;
- the Terrace Grill mobile application distributed through Google Play and other app stores;
- table reservations, telephone orders, takeaway and delivery orders; and
- email and messaging enquiries you send to us.
It does not apply to third-party websites, delivery platforms or payment providers that operate under their own privacy policies. Where we link to those services, we encourage you to read their policies before using them.
3. Personal and sensitive data we collect
We collect only what we need to take a booking, cook and deliver an order, and keep our website and app working. We do not sell personal data, and we do not use it for advertising profiles.
| Data type | Examples | Why we collect it |
|---|---|---|
| Identity & contact | Name, phone number, email address | To confirm a reservation or order and to contact you about it |
| Order information | Items ordered, order notes, allergy or dietary notes, order history | To prepare your order correctly and handle any complaint or refund |
| Delivery address | Street address, landmark, delivery instructions | Only where you request delivery, so a rider can find you |
| Approximate or precise location | Device location, if and only if you grant permission in the app | To suggest a delivery address and confirm we deliver to your area |
| Payment information | Payment status, last four digits, transaction reference | To confirm payment. Full card numbers are handled by our payment processor and never stored by us |
| Device & technical data | Device model, operating system version, app version, language, IP address, crash logs | To keep the app stable, diagnose crashes and prevent abuse |
| Usage data | Screens viewed, pages visited, features used, referring page | Aggregate analytics to understand which parts of the menu and site people use |
| Communications | Enquiry messages, feedback, call notes | To answer you and to keep a record of the issue |
Data we do not collect
We do not collect government identification numbers, health records, biometric identifiers, religious or political information, contact lists, SMS messages, call logs, photos or files from your device, or data about your activity on other apps or websites.
4. App permissions we request
The Terrace Grill app requests only the permissions needed for features you choose to use. Each permission is requested in context, can be declined, and can be withdrawn later in your device settings. Declining a permission only disables the related feature; the rest of the app continues to work.
- Location (approximate or precise) — used only while you are placing a delivery order, to pre-fill and validate your delivery address. We do not track location in the background.
- Notifications — used to tell you that an order has been accepted, is being cooked, or is on its way, and to confirm reservations.
- Camera — used only if you choose to attach a photo to a complaint or feedback message. Images are not accessed otherwise.
- Network access — required to load the menu, submit orders and process payments.
5. How we use your data
- To take, confirm, prepare and deliver reservations and orders.
- To contact you about an order, a booking, a delay or a refund.
- To handle allergy and dietary requirements safely.
- To take payment and to keep accounting and tax records required by law in Pakistan.
- To operate, secure and improve our website and app, including fixing crashes and preventing fraud or abuse.
- To respond to your questions, feedback and complaints.
- To send you offers or news only if you have separately opted in, and only until you opt out.
We do not carry out automated decision-making or profiling that produces legal or similarly significant effects for you.
6. Legal basis for processing
Where data protection law such as the EU/UK GDPR applies to you, we rely on the following bases:
- Performance of a contract — to fulfil the reservation or order you asked for.
- Legitimate interests — to keep our services secure, prevent fraud and improve what we offer, balanced against your rights.
- Legal obligation — to keep transaction and tax records.
- Consent — for optional analytics cookies, marketing messages, and device permissions such as location and notifications. You may withdraw consent at any time.
8. International data transfers
Terrace Grill operates in Pakistan. Some of our hosting, analytics and payment providers store or process data on servers outside Pakistan. Where personal data is transferred internationally, we use providers that apply recognised safeguards, such as standard contractual clauses or an equivalent contractual commitment, and we transfer only the data needed for the service concerned.
9. How long we keep data
- Reservation records — 12 months from the date of the booking.
- Order and delivery records — 24 months, so we can handle disputes and repeat-order queries.
- Payment and accounting records — up to 6 years, where required by tax and accounting law.
- App account data — for as long as your account is active, then deleted within 30 days of a deletion request.
- Crash logs and technical logs — 90 days.
- Marketing consent records — until you opt out, plus a short record of the opt-out so we do not contact you again.
When a retention period ends, data is deleted or irreversibly anonymised.
10. Deleting your account and data
To request deletion of your account and associated personal data:
- In the app, open Profile → Account → Delete my account; or
- email hello@terracegrill.pk with the subject line "Delete my data", from the email address or phone number linked to your account; or
- call +92 300 847 2165 during opening hours.
We confirm every request within 7 days and complete deletion within 30 days. We may first verify your identity so that we do not delete the wrong person's data.
What is deleted: your account, name, phone number, email address, saved addresses, order history, saved preferences and any messages you have sent us. What may be retained: anonymised statistics, and invoice and payment records we are legally required to keep for tax purposes — these are stored separately and are not used to contact or identify you further.
You may also ask us to delete specific data rather than your whole account, for example a saved delivery address.
11. How we protect your data
- All traffic between your device and our servers is encrypted in transit using HTTPS/TLS.
- Personal data is stored on access-controlled servers, and databases are encrypted at rest.
- Access is limited to staff who need it to do their job, under confidentiality obligations, using individual accounts.
- We do not store full payment card numbers; card data is handled directly by our payment processor.
- We review access, apply security updates, and keep backups of critical systems.
No system can be guaranteed completely secure. If a personal data breach occurs that is likely to result in a risk to you, we will notify affected users and the relevant authority without undue delay, and describe what happened and what we are doing about it.
12. Your rights
Subject to applicable law, you may:
- request a copy of the personal data we hold about you;
- ask us to correct data that is inaccurate or incomplete;
- ask us to delete your data (see section 10);
- ask us to restrict or object to certain processing;
- request your data in a portable, machine-readable format;
- withdraw consent at any time, including for marketing messages and device permissions; and
- complain to your local data protection authority.
To exercise any of these rights, email hello@terracegrill.pk. We respond within 30 days and never charge a fee for a reasonable request.
13. Children's privacy
Our website and app are intended for a general audience and are not directed at children under 13. We do not knowingly collect personal data from children under 13. Orders and reservations should be placed by an adult. If you believe a child has provided us with personal data, contact us at hello@terracegrill.pk and we will delete it promptly.
15. Changes to this policy
We may update this policy when our services, our providers or the law change. The "Last updated" date at the top of this page always reflects the current version, and the current version is always available at this URL. If a change materially affects how we handle your personal data, we will give notice in the app or on this website before it takes effect.
16. Contact us
Questions about this policy, or about how we handle your data:
Terrace Grill
Plot #12-B, Masumma, Murree, 47150, Punjab, Pakistan
Email: hello@terracegrill.pk
Phone: +92 300 847 2165
We aim to answer every privacy enquiry within 7 working days.