Legal

Privacy Policy

Last updated: [EFFECTIVE DATE]

This Privacy Policy explains how [LEGAL ENTITY NAME] (“Enserve”, “we”, “us”), a company registered in Nepal (Company Registration No. [OCR REG. NO.], PAN/VAT [PAN/VAT NO.], registered office at [REGISTERED OFFICE ADDRESS, MUNICIPALITY, DISTRICT, Nepal]), collects, uses, stores, and protects your personal information when you use the Enserve platform.

We handle personal data in accordance with the Individual Privacy Act, 2075 (2018) and the Individual Privacy Rules, 2077 (2020) of Nepal, and the data-related provisions of the Electronic Transactions Act, 2063 (2008).

The short version: we collect only what we need to process your service requests, we obtain your consent before doing so, we never sell your data, and you can ask us to correct or delete it at any time (subject to records we are legally required to retain).

1. Consent

By creating an account and submitting information through Enserve, you consent to the collection and processing of your personal data as described in this policy, as required under Section 3 of the Individual Privacy Act, 2075. You may withdraw consent at any time by deleting your account (see “Your rights” below), though this may prevent us from processing requests already in progress.

2. What we collect

When you create an account or submit a service request, we collect:

Identity data — full name, email address, and profile picture.
Request data — the form fields you complete for each service (which vary by service), documents you upload, and records of payments made.
Usage data — pages you visit, actions you take, and the device / browser you use, collected to keep the service running and to detect and prevent abuse.

We collect only data that is necessary for the purposes below. We do not knowingly collect data from anyone under 18 years of age.

3. How we use it

To process, track, and deliver the service requests you submit.
To communicate status updates, approvals, rejections, and payment information.
To authenticate you when you sign in.
To monitor the platform for errors, fraud, and security incidents.
To comply with our legal obligations under Nepali law (e.g. tax and financial record-keeping, lawful requests from authorities).

4. Who we share it with

We share your data only with the parties needed to fulfil your request:

The service provider / issuing institution handling your application (the body that issues the document, licence, or approval you applied for).
Our infrastructure providers — Supabase (database, authentication, and file storage), Vercel (hosting), and Sentry (error monitoring). Each processes data only on our instructions.
Government authorities or law enforcement when we are required to do so by a lawful order under Nepali law.

We do not sell your personal data and we do not share it for third-party advertising.

5. Where your data is stored

Enserve is operated in Nepal, but our infrastructure providers host data in data centres located outside Nepal (currently in the Asia region, including India). Your data is encrypted in transit and at rest wherever it is stored. By using Enserve you consent to this cross-border storage for the purposes described in this policy.

6. How long we keep it

We retain account and request data while your account is active. Certain records — in particular financial and payment records — are retained for the period required by Nepali law (typically up to 7 years), even after account deletion. When you delete your account, your profile and identifying account information are removed, and any retained service or payment records are detached from your identity and kept only where retention is legally required or necessary for audit and reconciliation.

7. Your rights

Under the Individual Privacy Act, 2075, you have the right to:

Access — ask what personal data we hold about you.
Correct — ask us to fix data that is inaccurate or incomplete.
Delete — ask us to close your account and remove your data (subject to the retention obligations in Section 6).
Withdraw consent — stop processing that is not legally required.

To exercise any of these rights, email us from the address on your account at mail@enservehq.com. We will respond within a reasonable period and in any case within the timeframe required by law. (Note: account deletion and data export are handled as a request to our team; there is not yet a self-service button in the app for these.)

8. Grievances

If you have a complaint about how we handle your personal data, contact us at mail@enservehq.com and we will look into it. If your complaint is not resolved to your satisfaction, you may approach the relevant authority under the Individual Privacy Act, 2075.

9. Security

Data in transit is encrypted with TLS 1.2 or above. Data at rest is encrypted by our infrastructure providers. Access to production systems is restricted, audit-logged, and protected by additional authentication controls.

10. Cookies

We use a single strictly-necessary cookie to keep you signed in. We do not use third-party advertising, analytics, or social-tracking cookies.

11. Changes to this policy

If we make material changes we will notify you by email at least 14 days before they take effect. The “Last updated” date above always reflects the current version.

12. Contact

Questions about this policy? Email mail@enservehq.com or visit our Support page.