Privacy policy

1. Who we are

Moletole Express is a parcel delivery service in Nepal, run by Bharosa Network Pvt. Ltd. (company registration no. 230050/076.077, PAN: 609677986), Jwagal, Kathmandu, Nepal — “Moletole Express”, “we” and “us” in this policy.

This policy covers the Moletole Express app, the Moletole Express Rider app, the merchant portal and this website. It applies to everyone whose information we handle: customers who send parcels, the people they send them to, merchants and riders.

2. What we collect

If you send parcels

• Account: your phone number, which you sign in with using a one-time code sent by SMS; your name; and your email address if you give it.
• Each parcel: the pickup and drop-off addresses and the map pins you set; the sender’s and the recipient’s names and phone numbers; the package category, weight band and any description you add; the speed you chose; the fare and how you paid; and every status update until delivery.
• Saved places you choose to keep for next time.
• Wallet and payments: your wallet balance and transactions — top-ups, parcel payments and refunds. For a Fonepay top-up we receive the amount, the time, the result and Fonepay’s reference. We never receive your bank login or card details; Fonepay handles those.
• Location: if you allow it, the app uses your phone’s location to show where you are on the map and to suggest a pickup point.
• Support: what you tell us when you contact us, and our replies.

If a parcel is sent to you

The sender, or the shop, gives us your name, phone number and the drop-off address and pin. We use them only to deliver that parcel and to contact you about it. If the parcel is cash on delivery, we also record what you paid and how.

If you’re a merchant

• Business account: your business name, PAN or VAT number (if you give one), a contact person, phone number, email address and pickup addresses, and the details you give us for settlements, such as a bank account.
• Parcels you book, including CSV uploads: your customers’ names, phone numbers and addresses, and the value of the goods to collect.
• Statements and settlements: the amounts collected for you, our charges, and what we’ve paid you.

If you deliver as a rider

• Sign-up and verification: your name, phone number, email address, profile photo, your vehicle’s type, model, colour, year and number plate, a photo of the vehicle, and the documents you upload — driving licence, vehicle registration (bluebook) and insurance certificate.
• Location while you’re online: the rider app sends your location every few seconds, including when the app is in the background, so we can offer you nearby parcels and show customers where their parcel is. It stops when you go offline. We also record when you go online and offline.
• Work records: the offers you were sent, accepted or declined; the parcels you carried and their status updates; the cash you collected — courier charges and cash on delivery, including payments by Fonepay QR — and the cash you handed in.

Everyone who uses our apps

• Device: a push notification token, your phone’s platform (Android or iOS) and the app version, so we can send you notifications and keep the app working on your phone.
• Server logs: when your phone or browser contacts our servers, we record technical details such as the IP address, the time and the request. We use them to keep the service secure and to fix problems.

This website

The public website uses no cookies, analytics or advertising trackers. If a page fails, it may send an error report (see section 4). When you use the tracking page, the tracking number you enter is sent to our server to look up the parcel. The merchant portal uses a cookie to keep you signed in, and remembers display preferences in your browser.

3. How we use it

• To deliver parcels: work out fares, match parcels with riders, guide riders to the pickup and the drop-off, contact senders and recipients about a delivery, and show tracking.
• To check businesses: look at the business details you send in the app before your account can book, and keep them up to date.
• To handle money: wallet payments and refunds, Cash on Drop, cash on delivery for merchants, riders’ cash hand-ins, and merchants’ statements and settlements.
• To check riders and keep people safe: verify riders’ identity, licence and vehicle documents; look into incidents, complaints and claims; and prevent fraud and misuse.
• To keep you informed: notifications about your parcels, offers for riders, wallet credits and important service messages. We won’t send you marketing messages unless you agree to them.
• To help you: answer questions, sort out problems and handle claims.
• To meet the law: keep tax and accounting records, and answer requests from authorities that the law requires us to answer.

We don’t use your information for advertising, and we don’t sell it.

4. Who can see it

• The rider carrying your parcel sees the pickup and drop-off addresses and pins, the sender’s and the recipient’s names and phone numbers, the package details and any cash to collect.
• Customers see the name, phone number, photo, vehicle type and number plate of the rider assigned to their parcel, and the rider’s live location while the parcel is assigned, picked up or on the way. Customers never see riders’ documents.
• Anyone with the tracking number or link sees the parcel’s status and history, the names of the pickup and drop-off areas (not street addresses) and the rider’s first name. No phone numbers.
• Merchants see the parcels they booked and their own statements.
• Our staff see what their work needs — dispatchers see parcel details, for example, and the team that checks riders sees rider documents.
• Companies that provide a service to us, only for that service:
  • Fonepay, for wallet top-ups and for QR payments of cash on delivery;
  • an SMS provider, to send sign-in codes;
  • Google (Firebase Cloud Messaging) and Apple (Apple Push Notification service), to deliver notifications;
  • map, address search and routing services, to show maps, find addresses and measure road distance — on iPhone, maps are provided by Apple;
  • Sentry (Functional Software, Inc.), to receive error and crash reports from our apps, website and servers. A report says what went wrong and on which app version, browser or phone model. We remove names, phone numbers, email and street addresses, locations and account numbers before it is sent. Reports from the Android apps carry a random number for the app installation, never your account;
  • hosting and storage providers for our servers, database and uploaded documents.
• Authorities, when Nepal law requires it, or when it’s needed to protect someone’s safety.
• A new owner, if Moletole Express is sold or merged. This policy would still apply to your information.

5. How long we keep it

• Account details for as long as your account is open. When you delete your account we remove them, as explained on Delete your account.
• Delivery, payment and wallet records for as long as Nepal’s tax and accounting laws require, and for as long as we need them to settle a claim or dispute — even after you delete your account.
• Rider verification documents while the rider account is open, and afterwards only for as long as the law requires.
• Rider location: we use a rider’s latest location for dispatch and tracking. We don’t keep a history of where riders have been, beyond the status updates recorded for each parcel.
• Push notification tokens until you sign out, delete your account, or the token stops working.
• Sign-in codes expire within minutes.
• Server logs for a short time, unless we need them to look into a security problem.

6. Your choices and rights

• See and correct your details in your profile in the app.
• Location: turn off location access in your phone’s settings and type addresses instead. Riders need location on while they’re online.
• Notifications: turn them off in your phone’s settings. You may then miss updates about your parcels, and riders may miss offers.
• Delete your account in the app at any time — see Delete your account.
• Ask us for a copy of the personal information we hold about you, or to correct or delete it. Contact us using the details below. We may ask you to confirm it’s you, and we’ll reply within 30 days.

7. Security

Our apps and this website talk to our servers over encrypted connections (HTTPS). Staff can see only what their role needs, and riders’ documents are kept in private storage. No system is perfectly secure: if a breach puts your information at risk, we’ll tell you and the authorities as the law requires.

8. Children

You must be 18 or older to create a Moletole Express account, and we don’t knowingly create accounts for children. A parcel can be addressed to anyone.

9. The law we follow

We handle personal information under the laws of Nepal, including the Privacy Act, 2075 (2018), the Electronic Transactions Act, 2063 (2008) and the Consumer Protection Act, 2075 (2018).

10. Changes to this policy

If we change this policy, we’ll publish the new version here and update the date at the top. If a change affects how we use your information, we’ll tell you in the app before it takes effect.

11. Contact us

For questions, requests or complaints about your information: