Effective date: 22 October 2026
Applies to: the Smart Home Sewa mobile app (Android and iOS) and the websites smarthomesewa.com and portal.smarthomesewa.com (together, the "Service").
Smart Home Sewa Pvt. Ltd. ("Smart Home Sewa", "we", "us"), Soalteemode, Kathmandu, Nepal, operates a platform that connects customers with home-service workers (consultants) and merchants, and sells home-appliance products and AMC plans. We are the data controller for the personal information described in this policy. We handle it in line with Nepal's Individual Privacy Act, 2075 (2018) and the rules of the Apple App Store and Google Play.
1. Information we collect
Information you give us
- Account details: name, mobile number, email address, password (stored hashed), account type (customer, worker or merchant) and referral code.
- Sign-in with Google or Apple: if you choose these, we receive your name, email address and a unique account identifier from Google or Apple. If you use Apple's "Hide My Email", we only receive Apple's private relay address.
- Bookings and orders: service address, problem description, preferred date and time, cost estimates, bills, product orders, plan purchases, ratings and feedback.
- Photos you upload: pictures of the problem, profile pictures, product images and similar files you attach.
- Messages: messages you send to workers, customers or our support team through the app, and reports you file about other users.
- Worker and merchant verification: for workers and merchants we also collect working address, skills or business details, and identity or business documents (for example a citizenship or PAN document) so we can verify them. This is collected only from people who register as a worker or merchant.
- Payout details: for workers, the details needed to process withdrawals.
Information collected through your device
- Location: with your permission, your approximate or precise location while the app is in use, to fill in the service address and match you with nearby workers. We do not track your location in the background.
- Camera and photo library: only when you choose to take or attach a photo, or save an invoice or image.
- Microphone and speech recognition: only when you use voice search. On iOS the speech is converted to text by Apple's speech recognition. We do not store voice recordings.
- Notification token and device information: a push-notification token, device type and app version, used to send you booking and payment alerts and to keep the app working.
- Usage and log data: technical logs such as IP address, request time and errors, used for security and troubleshooting.
We do not collect your contacts, health information, or precise financial account credentials. We do not use your data for advertising and we do not sell your personal information.
2. How we use your information
- To create and secure your account and verify your identity (including by one-time password sent by SMS).
- To book services, assign workers, share job details between customer and worker, and process estimates, bills and payments.
- To process orders and plans, and to deliver or schedule them.
- To send service notifications, one-time passwords, receipts and, where you have agreed, offers and updates.
- To provide customer support, handle complaints and reports, and enforce our terms.
- To prevent fraud, abuse and security incidents, and to improve the Service.
- To meet legal, tax and accounting obligations.
3. Who we share information with
Other users. To complete a booking, a customer's name, phone number, service address, problem description and photos are shown to the assigned worker, and the worker's name, photo, contact details and ratings are shown to the customer. Merchants see order details for their products.
Service providers that process data on our behalf, only as needed to run the Service:
- Google Firebase (push notifications) and Google Maps (maps and address selection);
- Google Sign-In and Sign in with Apple (if you use them);
- Khalti (online payments). Payment details you enter are handled by Khalti; we receive only the payment status and reference;
- Sparrow SMS (sending one-time passwords and SMS alerts);
- Brevo (sending email);
- our hosting and infrastructure providers.
Legal and safety. We may disclose information if required by law or a valid request from a competent authority, or to protect the rights, safety and property of our users, the public or Smart Home Sewa. If our business is sold or merged, user information may transfer to the new owner under the same protections.
We do not sell or rent personal information to anyone.
4. Data retention
We keep your information while your account is active and as long as needed to provide the Service. When you delete your account, we delete or anonymise your personal information, except records we must keep for financial, tax, fraud-prevention or legal reasons (for example completed bookings, bills and payment records), which are kept for the period required and then removed. Backups are overwritten on a regular cycle.
5. Your choices and rights
- Access and correction: you can view and update your profile in the app. You can ask us for a copy of your data or to correct it.
- Delete your account and data: you can delete your account yourself inside the app from your profile or account settings. Deleting your account signs you out everywhere and removes your personal data as described above. You can also email [email protected] from the email address or phone number linked to your account and we will process the request. Full instructions are at smarthomesewa.com/delete-account.
- Permissions: you can turn off location, camera, photos, microphone and notifications at any time in your device settings. Some features will not work without them.
- Marketing: you can opt out of promotional messages at any time. Service and security messages will still be sent.
- Withdraw consent: where we rely on your consent, you can withdraw it at any time without affecting earlier processing.
6. Safety, chat and user-generated content
You must not post unlawful, abusive or misleading content. In the in-app chat you can report a message or user and block a user. We review reports and may remove content or suspend accounts that break our rules.
7. Security
Data is sent between the app and our servers over encrypted HTTPS connections. Passwords are stored hashed, access to our systems is restricted, and we monitor for suspicious activity. No online service can be guaranteed completely secure. If a breach affecting your personal data occurs, we will take reasonable steps to notify affected users and the relevant authorities where required.
8. Children
The Service is intended for people aged 18 and over. It is not directed at children, and we do not knowingly collect personal information from anyone under 18. If you believe a child has given us information, contact us and we will delete it.
9. Transfers outside Nepal
Some of our providers (such as Google) process data on servers outside Nepal. Where this happens, we rely on these providers' security and data-protection commitments.
10. Cookies on our website
Our websites use essential cookies for sign-in, security and keeping your session. We do not use advertising cookies.
11. Third-party links
The Service may link to third-party sites. We are not responsible for their privacy practices and encourage you to read their policies.
12. Changes to this policy
We may update this policy from time to time. The latest version is always available at this page, and the effective date above shows when it last changed. If changes are significant we will notify you in the app or by email.
13. Contact us
Smart Home Sewa Pvt. Ltd.
Soalteemode, Kathmandu, Nepal
Email: [email protected]
Phone: 9847822213, 01-5385121
Hours: Sunday to Friday, 9am to 6pm