Privacy Policy

Maatos ("we,""us,""our," or "Maatos") operates the website and Progressive Web App at www.maatos.store, offering managed print and document services, stationery and supplies commerce, language and document support services and digital art commissions (collectively, the "Services"). This Privacy Policy explains how we collect, use, store and protect your personal information when you use our Services, including through our website, PWA, and WhatsApp-assisted ordering channel.

By using Maatos or providing information to us, you acknowledge the practices described in this Privacy Policy. Where consent is required for a particular use of your information, we will obtain it where applicable.

1. Information We Collect

1.1 Information you provide directly

• Name, phone number, email address.
• Delivery address and location details.
• Account login credentials.
• Order details and specifications (print job configurations, translation requirements, art commission briefs).
• Files, documents, images and other materials you upload or submit in connection with Print, Language & Document Support or Digital Art Commission services.
• Messages sent through our WhatsApp-assisted ordering channel.
• Payment and transaction information, including transaction/reference IDs and limited payment-identification details required to verify manual bank transfers, JazzCash or Easypaisa payments or Wallet top-ups.

1.2 Information collected automatically

• Device and browser information.
• IP address and approximate location derived from technical information. Where you voluntarily provide a delivery address or use a location-enabled feature, we may also process the location information necessary to provide that service.
• Usage data (pages visited, features used, order history).
• Cookies and similar tracking technologies used to operate and improve the website and PWA.

1.3 Information from third parties

• Confirmation data from payment gateways and mobile wallet providers (Safepay, JazzCash, EasyPaisa) when you complete a transaction.
• Delivery status updates from our logistics and courier partners.

2. Cookies and Similar Technologies

Maatos may use cookies and similar technologies necessary for account sessions, security, Platform functionality, user preferences and performance. We may also use analytics technologies to understand how the Platform is used and to improve our Services. Where required, users will be provided with appropriate choices regarding non-essential cookies or similar technologies.

3. How We Use Your Information

We use the information we collect to:

• Process and fulfill your orders across all service lines.
• Generate cost quotations and confirm orders before execution.
• Communicate with you about your order status, including via WhatsApp, email and in-app notifications.
• Manage your Maatos Wallet balance and transaction history.
• Provide customer support and respond to queries or clarifications.
• Improve our Services, website, and PWA functionality.
• Detect and prevent fraud, abuse, or unauthorized transactions.
• Comply with applicable legal and regulatory obligations in Pakistan.
• Create, maintain and secure your Maatos account.
• Maintain order, payment and transaction records required for accounting, customer service and business administration.
• Manage delivery addresses, order history and repeat-order functionality.
• Send service-related notifications, including order confirmations, clarification requests, payment confirmations and delivery updates.
• Send promotional communications where you have opted to receive them or where otherwise permitted, with an option to unsubscribe.

4. Uploaded Files and Document Confidentiality

Files, documents and other materials uploaded for Print and Language & Document Support Services are used only for processing, reviewing, fulfilling and supporting the relevant order.

• Source files uploaded for Print and Language & Document Support Services are automatically and permanently deleted from Maatos's active systems within 24 hours of order completion. No customer file-retention option is offered for these source files.
• Order-related metadata, such as service type, page count, print configuration, language pair, quotation, price and order status, may be retained separately for account history, repeat-order functionality, customer support, accounting and legitimate business-record purposes. Such metadata does not include the contents of the uploaded source file.
• Where an order results in a digital deliverable, such as a completed translation or commissioned artwork, any retention of that deliverable will be limited to what is reasonably required for delivery, customer support, revision or dispute handling, unless otherwise agreed with the customer.
• Files and documents are made available only to Maatos personnel and vetted fulfillment partners who require access for the relevant order and only for the period reasonably necessary to perform their role.
• Reference images or other materials submitted for a Digital Art Commission will be retained only for as long as reasonably required to complete the commission, agreed revisions and related customer support, unless a longer period is agreed with the customer.

5. How Long We Retain Information

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including providing the Services, maintaining customer accounts and order history, resolving queries or disputes, maintaining accounting and transaction records, preventing fraud and meeting applicable legal or regulatory requirements.

Retention periods may therefore differ depending on the type of information. Uploaded source files used for Print and Language & Document Support Services are subject to the specific 24-hour deletion rule stated at Para 4 above.

When information is no longer reasonably required, we will delete, de-identify or securely dispose of it, subject to applicable legal and operational requirements.

6. Maatos Wallet

The Maatos Wallet is an internal, stored-value customer credit system usable only within the Maatos platform.

• We do not intentionally collect or store full card credentials or login credentials for your bank, JazzCash, Easypaisa or other external payment account. Payment processors may process such information directly under their own privacy and security practices.
• The Maatos Wallet does not support cash withdrawal, peer-to-peer transfer, or use outside the Maatos platform.

7. WhatsApp-Assisted Ordering

If you place an order or communicate with us through our WhatsApp Business number, your messages are processed using the WhatsApp Business Platform operated by Meta. Messages sent through this channel are logged in our order management system in the same manner as orders placed through the PWA and are subject to this Privacy Policy. Certain information will also be processed by WhatsApp/Meta in accordance with its own applicable terms and privacy practices.

8. Sharing Your Information

We do not sell your personal information. We may share limited, necessary information with:

• Fulfillment partners (printing, supplies, language, and logistics partners), limited to what is required to complete your specific order.
• Payment processors (such as Safepay, JazzCash, EasyPaisa) to process payments and top-ups.
• Service providers who support our operations (such as hosting and email infrastructure providers).
• Legal or regulatory authorities, where required by applicable law in Pakistan.

Where reasonably practicable, Maatos requires its service and fulfillment partners to protect information made available to them and to use it only for the purpose for which it was provided. Certain third-party providers, including payment processors, telecommunications platforms and logistics providers, may also process information in accordance with their own applicable terms, privacy policies and legal obligations.

9. Data Security

We apply reasonable technical and organizational safeguards to protect your information, including secure HTTPS connections, secure file handling, and access controls. However, no method of transmission or storage is completely secure and we cannot guarantee absolute security. Access to customer files and personal information is limited according to operational need, and Maatos seeks to minimize the amount of personal information made available to fulfillment partners. Where we become aware of a material security incident affecting personal information, we will take reasonable steps to contain, investigate and address the incident and make any notification required by applicable law.

10. Your Rights

You may, subject to applicable law and reasonable verification of your identity:

• Request access to the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your account and associated personal information, subject to information that Maatos is required or reasonably needs to retain for legal, accounting, transaction, fraud-prevention or dispute-resolution purposes.
• Withdraw consent for an optional processing activity where that activity is based on your consent.
• Opt out of promotional communications at any time.

Service-related communications necessary for an active account or order may continue even where you have opted out of promotional communications.

11. Third-Party Services and Processing Locations

Maatos uses third-party technology and service providers to support functions such as hosting, communications, payments and order fulfillment. Depending on the provider and service used, information may be processed or stored using infrastructure located outside Pakistan. Where this occurs, Maatos will take reasonable steps to use reputable providers and appropriate safeguards consistent with applicable requirements.

12. Children's Privacy

• Maatos serves students as well as adult users. Where a user is a minor, use of paid Platform features, placement of orders and use of the Maatos Wallet should take place with the consent and supervision of a parent or legal guardian, consistent with our Terms of Service.
• Where parental Wallet or monitoring features are enabled, information relating to the supervised account and its Wallet activity may be made available to the relevant parent or guardian for that purpose.
• Maatos does not knowingly seek to collect personal information from younger users beyond what is reasonably required to provide the relevant Services and account functionality.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our Services, technology, business practices or applicable legal requirements. The “Last Updated” date at the top will indicate the latest revision. Where a change materially affects how we handle personal information, we may provide additional notice through the Platform or other appropriate means.

14. Contact Us

If you have questions about this Privacy Policy or how your information is handled, please contact us at:

• Email: info@maatos.store
• WhatsApp: +92 312 5772118
• Website: www.maatos.store

Maatos (Private) Limited is a company incorporated in Islamabad, Pakistan.