VeelPro · Legal

Privacy Policy

Version 1.14 · last updated 2026-10-04

1.About this Privacy Policy

  • VeelPro is a marketplace that connects car owners with independent service providers. This Privacy Policy explains what personal information we collect, how we use and protect it, and the choices and rights you have.
  • VeelPro (the operator of this app) is the data controller responsible for your personal data. It applies to both car owners and providers using the app.
  • We handle your data in line with the laws of Pakistan, including the Prevention of Electronic Crimes Act 2016 (PECA) and applicable data-protection law, and we respect your right to privacy under the Constitution of Pakistan.
  • By creating an account or using VeelPro, you agree to this Privacy Policy. If you do not agree, please do not use the app.

2.Information we collect

  • Account details you give us: your name, phone number, city and a password (which we store only in encrypted/hashed form). Every account gets a display name, which you can change. You may also add an email, gender, date of birth and profile photo (all optional).
  • Vehicles and addresses you add to your garage, and the details of a problem or job you post.
  • Media you attach to a service request or booking — photos, videos and voice notes — and the provider's proof-of-work photos.
  • Your location while you are using the app for a job, when you give location permission, so we can find providers or jobs near you.
  • For providers: your business name, services, working hours, address, and the identity documents you submit for verification (KYC) — your CNIC name, CNIC number, card images (front and back), a business document, and a selfie of you taken at your shop with the shop name visible behind you. The selfie is used only by our verification team to confirm that the person registering is the CNIC holder and really operates that shop; it is never shown to customers.
  • For businesses with a team: the name and phone number of each employee that the business owner submits to create a staff account, and each staff member's work activity on the platform (see the Staff & branch data section below).
  • Technical information created automatically when you use the app: device type, app version, push-notification token, basic logs and approximate IP, used to keep the service working and secure.
  • Crash and diagnostic reports: if the app crashes or hits a serious error, it sends a report to Firebase Crashlytics, a crash-reporting service run by Google. The report says what went wrong and where in the app's code, along with your device model, operating system and app version, the device's state at that moment (such as free memory and storage) and a random identifier for this installation of the app. Crash reports never include your name, phone number, CNIC, messages or photos.
  • Where online payment is offered, payment is handled by a licensed payment partner. We do not store your full card or banking details.
  • If you book a workshop directly: the workshop, the service, the date and time, the price, and the address you chose if the work is to be done at your address.

3.Your consent & why we can use your data

  • We use your personal data based on your consent, to provide the service you asked for, to meet our legal obligations, and for our legitimate interest in keeping VeelPro safe and fair.
  • You give your consent when you create an account and accept this policy. We ask only for the information we actually need to run the service.
  • You can withdraw your consent at any time by deleting your account. Some data may be kept where the law requires us to (for example, dispute or tax records).

4.How we use your information

  • To run the marketplace — matching car owners with providers, showing nearby jobs and services, and managing offers, quotes and bookings.
  • To verify users and providers, and to detect and prevent fraud, abuse and unsafe behaviour.
  • To share your phone number with the other party only when a job is confirmed between you, so you can reach each other to complete the work.
  • To send you one-time codes (OTP), job updates and important service notices.
  • To alert nearby providers about new jobs that match their services, availability and location.
  • To support you, resolve disputes, and improve the app's quality and safety.
  • Content review: text, photos, voice notes and videos you attach to a service request may be screened automatically and reviewed by our team before other users can see them, to keep VeelPro safe and respectful.

5.When we share your information

  • With the other party to a confirmed job — your name, phone number, the job location and the vehicle/problem details — so the service can take place.
  • With trusted service providers who help us run VeelPro (such as hosting, file storage, SMS, push notifications, crash reporting, maps and payment), under a duty of confidentiality and only for these purposes.
  • When required by law, a court order, or a lawful request from a government authority (such as the FIA under PECA).
  • We never sell or rent your personal data to anyone for marketing.
  • Your display name is shown with the reviews and ratings you write.

6.Workshop storefronts & direct bookings

  • When you book a slot at a workshop, we share your name, your phone number and — only if you chose to have the work done at your address — that address, with that one workshop, so it can serve you and reach you.
  • That workshop sees only the service, time and price of your booking. It does not see your other bookings, your other vehicles, or anything else in your account.
  • We tell each workshop how its own storefront is performing — how many people viewed it, called it or booked, and which part of the app they came from. These are totals only; a workshop cannot tell who viewed its page.
  • A rating you leave for a workshop is shown publicly on its page with your display name, and the workshop may reply to it publicly.
  • Images a workshop uploads (logo, banner, work photos) are reviewed by us before customers see them. Workshops must not upload photos of people, number plates or documents they do not have permission to share.

7.Staff & branch data

Providers
  • Business owners who add staff give us each employee's name and phone number to create the staff account. By submitting these details, the business owner warrants that he has obtained the employee's consent to this submission and to the processing described in this policy. If the phone number is not yet registered, we keep the invitation against that number and link it when that person signs up and verifies the number.
  • For the customer's protection, the business owner also submits each staff member's profile photo and CNIC images (front and back) when adding them. This identity record is kept on file and is visible only to the business owner, to the branch manager who added the member, and to VeelPro's administrators — never to customers. It may be used to identify the member if a customer reports a loss or a dispute. The owner warrants the employee's consent to this collection; CNIC images can be replaced (for example after card renewal) but the record is retained while the member is on the team and for our legal retention period afterwards.
  • If you are a staff member, we process your account details and your work activity on the platform — the jobs assigned to you, their completion, and your performance statistics, including your job counts and the revenue attributed to you from completed bookings.
  • Staff activity and branch data — each branch's location, jobs and earnings, and each employee's job counts and attributed revenue — are visible to the business owner and to VeelPro administrators, to run and supervise the marketplace.
  • VeelPro is not the employer of staff members and does not pay their wages; the employment relationship is solely between the staff member and the business owner. Staff members have the same rights over their personal data under this policy as any other user.

8.Location data

  • We use your location only with your permission, mainly while you are using the app for a job, to find nearby providers or jobs and to share the meeting point with the matched party.
  • You can turn location off in your device settings at any time, but some features (like nearby search and live jobs) will not work without it.

9.How long we keep your data

  • We keep your personal data while your account is active and for as long as we need it to provide the service, resolve disputes and meet legal, accounting or tax requirements.
  • When you delete your account, we delete or anonymise your personal data, except the limited records the law requires us to keep.
  • Media attached to a service request or booking (photos, voice notes and videos) — including the provider's proof-of-work photos — is deleted automatically about 30 days after the job is completed or closed. Your booking records and your vehicle's service history are kept without the media, so your car's history stays complete.
  • If a request is never published — for example it is declined during review, or you cancel it before approval — its media is deleted immediately.
  • Identity documents (CNIC images, business document and the verification selfie) submitted for provider or staff verification are kept while the account or team membership is active, and for our legal retention period afterwards.
  • When your phone number or display name is changed, we keep a record of the change (old and new value, time, IP address and, for support changes, the staff member and reason) to prevent fraud and impersonation. It is deleted with your account; a short security log is kept for 90 days.
  • Crash reports are kept by Firebase Crashlytics for 90 days and are then deleted automatically.

10.How we protect your data

  • We protect your data with reasonable security measures — passwords are stored hashed, data is encrypted in transit, and access is limited to people who need it.
  • No system is completely secure, so please keep your password and phone safe and do not share your one-time codes with anyone.
  • If a serious data breach affects you, we will inform you and the relevant authorities as required by law.

11.Your rights & choices

  • You can access and ask for a copy of the personal data we hold about you.
  • You can correct your details in the app. Your phone number and display name can each be changed once every 60 days.
  • You can delete your account and your data, subject to the limited records the law requires us to keep.
  • You can withdraw your consent or object to certain uses of your data.
  • To exercise any of these rights, or to complain, contact us through Help & Support in the app or at privacy@veelpro.com. You also have the right to complain to the relevant authority in Pakistan.

12.Children

  • VeelPro is for adults aged 18 and over. We do not knowingly collect personal data from children. If we learn that we have, we will delete it.

13.Cookies, analytics & notifications

  • The app uses Firebase Crashlytics (by Google) for crash reporting, so we can find and fix crashes and errors quickly; the Information we collect section lists exactly what a crash report contains. We may also use basic analytics to understand problems and improve the app. We do not use advertising trackers that sell your data.
  • Our website (veelpro.com) uses Google Analytics, which places small files called cookies (such as "_ga") in your browser to count visits and show us how the site is used. Your IP address is anonymised, Google processes this information on our behalf, and we never sell it.
  • You can opt out of website analytics at any time: open veelpro.com/?noga=1 once in your browser, or block cookies in your browser settings. The website works fully without them.
  • We use push notifications for OTP, job updates and service notices. You can control notifications in your device settings.

14.Other apps & services

  • When you call the other party or open maps, your device's own apps and their privacy policies apply. We are not responsible for how third parties handle your data.

15.Where your data is stored

  • Your data may be stored or processed on secure cloud servers that can be located outside Pakistan. Where this happens, we only use reputable providers and take steps to keep your data protected to the same standard.

16.Changes, contact & governing law

  • We may update this Privacy Policy. The app will always show the latest version and date above. If you keep using VeelPro after an update, you accept the updated policy.
  • This Privacy Policy is governed by the laws of Pakistan, and any dispute is subject to the courts at Islamabad, Pakistan.
  • For any privacy question, data request or complaint, contact us through Help & Support in the app or at privacy@veelpro.com.