Privacy Policy

We collect information you provide, information created as you use the Service, and information from your device:

• Account & identity — your name, mobile number (used for one-time-password sign-in), preferred language, and an optional profile photo.
• Society & residence — the society you join, your unit/apartment number, your relationship to the unit (owner, tenant, family, co-owner) and your role (resident, committee/admin, guard, staff).
• Visitor management — details you enter for a visitor pass, such as the visitor's name, phone number, type (guest, delivery, maid, driver, etc.), vehicle and validity, plus gate entry/exit logs.
• Complaints & requests — the text, category, photos and voice notes you attach to a complaint, and its status history.
• Billing & payments — maintenance invoices and dues raised by your society, payment records, the method used, and any payment-proof screenshots you upload. Card and bank details entered to pay online are handled by our payment gateway (see section 4) — we do not store your full card number.
• Documents & media — files and images you upload (e.g. profile photos, receipts, complaint images, notice attachments).
• Announcements & community — whether you have read or acknowledged a society announcement.
• Mohalla AI — the questions you type into the in-app assistant, so it can answer them.
• Device & technical — device type and app version, a push-notification token (to deliver notifications), and basic security/diagnostic logs such as sign-in events and error reports.

• To create and operate your account and verify your phone number by OTP.
• To provide the Service — visitor passes, complaints, announcements, billing, documents and the AI assistant.
• To send notifications you would expect (e.g. a visitor arriving, a due reminder, an announcement, a complaint update).
• To keep the Service secure — detecting abuse, maintaining an audit trail of sensitive actions, and protecting residents and committees.
• To provide customer support and respond to your requests.
• To improve and develop features, understand usage, and fix problems.
• To comply with legal obligations and enforce our Terms.

Online payments are processed by a third-party payment gateway (Safepay). When you pay online, your card or bank details are collected and processed by the gateway under its own terms and privacy policy. Mohalla receives a confirmation and a record of the transaction (such as amount, status and a reference), but does not receive or store your full card number. Maintenance charges, dues and any late fees are set and managed by your society, not by Mohalla.

We do not sell your personal information. We share it only as follows:

• Within your society — your society's administrators, committee and (where relevant) guards can see the information needed to run the society: for example your unit and contact details, your visitor passes at the gate, your complaints, and your billing/payment status. Your access is controlled by your society's admins, who must approve your membership.
• Service providers — companies that help us run the Service under contract, such as SMS/WhatsApp delivery, cloud hosting, the payment gateway, push-notification delivery and the AI provider that powers the assistant. They may process your information only to provide their service to us.
• Legal reasons — where required by law, regulation, legal process, or to protect the rights, safety and property of residents, the public, or Mohalla.
• Business transfers — if Mohalla is involved in a merger, acquisition or sale of assets, information may be transferred as part of that transaction, subject to this Policy.

We keep your information for as long as your account is active and as needed to provide the Service. Some records are kept longer where required — for example financial and audit records are retained to meet legal, accounting and dispute-resolution needs. When information is no longer needed, we delete or anonymise it.

We use technical and organisational measures to protect your information, including encryption of data in transit, one-time-password sign-in, device enrolment, access controls, and an audit trail for sensitive actions. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. Keep your device and PIN private, and do not share your OTP with anyone.

• Access and correction — you can view and update your profile in the app; your society admin can help correct society/unit details.
• Deletion — you may request deletion of your account and associated personal data, subject to records we must retain for legal or financial reasons.
• Notifications — you can control push and message notifications in your device settings.
• To make a request, contact us at [email protected], or ask your society administrator.

The Service is intended for adults (18 years and older) who are residents, members or staff of a society. It is not directed to children, and we do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will take appropriate steps.

Your information may be stored and processed on servers operated by us or our providers, which may be located in or outside Pakistan. Where information is transferred across borders, we take steps to protect it consistent with this Policy.

We may update this Policy from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you in the app. Your continued use of the Service after an update means you accept the revised Policy.

For questions or requests about this Policy or your information, contact [Registered legal entity name] at [email protected].