Privacy Policy

This Privacy Policy describes how PKWORLD collects, uses, shares and protects personal data when you use our website, mobile app and customer support services (together, the "Platform"). It applies to everyone who visits the Platform, creates an account or makes a booking.

Please read it together with our Terms of Service and Cookie Policy.

1. Personal data we collect

1.1 Data you provide. When you create an account, make a booking or contact us, we collect:

• your name, email address and mobile number;
• your password, which is stored in hashed form and cannot be read by us;
• booking details, including dates of stay, number of guests, the room and rate selected, and any requests you make to the property;
• your CNIC or passport number, if you choose to provide it for check-in;
• payment information, such as the payment method used, the amount paid and the transaction reference;
• messages you send to us or to a property through the Platform;
• reviews, ratings and photos you submit after a stay.

1.2 Data collected automatically. When you use the Platform, we collect your IP address, device and browser type, operating system, app version, language settings, the pages you visit and the searches you make. We use cookies and similar technologies for this, as explained in our Cookie Policy. The app may also send us crash reports and, if you allow notifications, a device token. We do not collect your precise location.

1.3 Data from third parties. We may receive data about you from:

• properties, for example whether you checked in, completed your stay or did not arrive;
• payment providers, confirming the status of a payment or refund;
• Google, if you sign in with your Google account (your name, email address and profile photo);
• another person who makes a booking on your behalf.

1.4 Card details. Card and mobile wallet payments are completed on the secure pages of our payment providers. PKWORLD does not receive or store your full card number, security code or wallet PIN.

2. How we use your data

We use personal data for the following purposes:

• Bookings: to process and confirm your booking, share it with the property, and manage changes, cancellations and refunds.
• Your account: to create and maintain your account and give you access to your bookings, saved properties and rewards.
• Customer service: to respond to your questions and requests, and to resolve complaints and disputes, including no-show disputes between guests and properties.
• Reviews: to publish reviews, verify that they relate to a completed stay, and calculate property scores.
• Loyalty programme: to manage your membership of PKWorld Rewards.
• Safety and fraud prevention: to detect and prevent fraudulent bookings, payment misuse, fake accounts and other abuse of the Platform.
• Improving our services: to analyse how the Platform is used, fix technical problems and develop new features.
• Marketing: to send you offers and news about PKWORLD, where you have agreed to receive them or where the law otherwise permits.
• Legal obligations: to keep accounting and tax records, respond to lawful requests from authorities and enforce our terms.

We process your data because it is necessary to provide the services you request, because we are required to by law, because you have given your consent, or because it is in our legitimate interest to run and protect our business, provided your rights do not override that interest.

3. How we share your data

3.1 Properties. When you make a booking, we share the details needed to fulfil it with the property, including your name, contact details, dates of stay, guest numbers, requests and payment status. The property is responsible for how it handles your data after receiving it.

3.2 Service providers. We work with trusted companies that process data on our behalf, such as payment processors, banks, email and SMS delivery services, hosting and security providers, and analytics and crash reporting tools. They may only use your data to provide services to us and must keep it secure.

3.3 Legal requirements. We may disclose personal data where required by law, court order or a lawful request from a government authority, or where necessary to protect the rights, property or safety of PKWORLD, our users or others.

3.4 Business transfers. If PKWORLD is involved in a merger, acquisition or sale of assets, personal data may be transferred as part of that transaction, subject to this policy.

3.5 Messages. Messages exchanged between guests and properties through the Platform are stored by us and may be reviewed to provide support, prevent fraud and enforce our policies.

We do not sell your personal data.

4. International transfers

Some of our service providers store or process data outside Pakistan. Where data is transferred internationally, we take reasonable steps to ensure it receives an adequate level of protection.

5. Data retention

We keep personal data only for as long as needed for the purposes described in this policy. Booking and payment records are kept for the period required by Pakistani tax and accounting laws. When data is no longer needed, we delete or anonymise it.

6. Security

We use appropriate technical and organisational measures to protect personal data, including encrypted connections, restricted access for staff and regular security reviews. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

You are responsible for keeping your password and one-time codes confidential. PKWORLD will never ask you for your password, a one-time code or a payment PIN.

7. Your rights

Subject to applicable law, you may:

• request access to the personal data we hold about you;
• ask us to correct inaccurate or incomplete data;
• ask us to delete your data or close your account;
• object to or restrict certain uses of your data;
• withdraw your consent at any time, where we rely on it;
• opt out of marketing messages using the unsubscribe option in any message or your account settings.

To make a request, contact us at [email protected]. We may need to verify your identity before responding. Some data may be kept after a deletion request where we are required to do so by law.

8. Children

The Platform is intended for users aged 18 and over. We do not knowingly collect personal data from children. Information about children travelling as guests, such as their number or age, is provided by the adult making the booking.

9. Property partners

If you list a property on PKWORLD, we also process the information needed to verify and manage your listing, such as ownership documents, identity documents and bank details for payouts. This is used to operate your partner account, make payments and meet our legal obligations, and is further described in your partner agreement.

10. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page shows when it was last revised. Where changes are significant, we will notify you by email or through the Platform.

11. Contact

If you have any questions about this policy or how we handle your personal data, please email [email protected] or visit our Contact page.