CloudCityFood User Privacy Policy
Effective Date: 27 January 2026 | Applies to: Consumer users of the CloudCityFood platform
Introduction
CloudCityFood values and respects user privacy. This User Privacy Policy applies to the collection, use, storage, sharing, and protection of your Personal Data when you use food delivery, store pickup, Say Buy, Deli, motorcycle ride, Mobile Top-up, CloudCity Balance, and other related services through the CloudCityFood website, mobile application, mobile web pages, mini-programs, and other user-facing channels.
This Policy also explains your rights to access, correct, delete, and control your Personal Data, withdraw consent, and submit privacy-related complaints, as well as how you may exercise those rights.
Before using any Service that requires the processing of Personal Data, please read and understand this Policy carefully. Where separate consent is required for a particular processing activity, including marketing communications, personalized advertising, or non-essential location permissions, we will request such consent through an appropriate mechanism.
Commitment Not to Sell Personal Data
CloudCityFood does not sell or rent your Personal Data and will not transfer your Personal Data to unrelated third parties in exchange for money or other commercial benefit.
Without your express consent, we will not provide Personal Data that directly identifies you to unrelated third parties for their own independent advertising or marketing purposes.
This Section does not prevent CloudCityFood from sharing Personal Data where reasonably necessary to complete Orders, process payments, provide maps or location services, obtain technical hosting or customer support services, conduct security reviews, or comply with legal obligations, as described in this Policy.
Personal Data We Collect
We collect Personal Data only to the extent reasonably necessary to provide the Services, protect transaction security, handle complaints, improve the Platform, or comply with applicable obligations.
3.1 Information You Provide
You may provide us with the following information:
- Name, telephone number, and email address;
- Registration details and Account information;
- Delivery addresses, saved addresses, and address notes;
- Order contents, product selections, Service requests, and special instructions;
- Reviews, complaints, customer support communications, and any images or files you choose to upload;
- Information required to verify top-ups, refunds, and payments; and
- Information submitted when participating in promotions, surveys, or marketing activities.
Please ensure that the information you provide is true and accurate and relates to you, or that you have obtained authorization from the relevant individual to provide it.
3.2 Information Collected Automatically
Depending on how you use the Platform, we may automatically collect:
- IP address, device model, operating system, and application version;
- Device identifiers, language, time zone, and network status;
- Login times, operation logs, error logs, and security logs;
- Search terms, Merchants or products viewed, click activity, and page-view records;
- Records relating to Order creation, payment, cancellation, refunds, and customer support; and
- Information generated through Cookies, pixel tags, or similar technologies.
Device and usage information may still constitute Personal Data where it is linked to your Account, telephone number, Orders, or device identifier and should not automatically be treated as anonymous information.
3.3 Location Information
When you actively use nearby Merchant listings, address location, delivery ordering, map pin selection, or other location-dependent features, we may obtain your location through GPS, Wi-Fi, mobile networks, or an address that you enter manually.
The consumer-facing App will not continuously track your location in the background when you are not using a location-dependent feature. You may disable location permission through your mobile device settings. However, nearby Merchant discovery, automatic location selection, delivery address verification, and similar features may not function properly after location permission is disabled.
During Order delivery, we may provide the Merchant and Rider responsible for the Order with the delivery address, contact details, and location notes reasonably necessary to complete the Order. The Rider's delivery location may be displayed to you. We will not provide the Merchant or Rider with information beyond what is reasonably necessary to complete the relevant Order.
How We Use Personal Data
4.1 Providing and Performing the Services
- Create and manage your Account;
- Display nearby Merchants, products, and available Services;
- Create, confirm, deliver, and complete Orders;
- Provide Merchants and Riders with information necessary to complete Orders;
- Process CloudCity Balance, KBZPay, and other payments or refunds;
- Provide Say Buy, Deli, motorcycle ride, and Mobile Top-up Services; and
- Provide Order status updates, delivery progress information, and customer support.
4.2 Account and Transaction Security
- Verify user identity;
- Prevent Account misuse, false Orders, fraudulent payments, and abuse of refunds;
- Detect abnormal logins, devices, and transactions;
- Investigate complaints, incidents, food safety matters, and delivery disputes; and
- Protect the safety and lawful rights of Users, Merchants, Riders, employees, and the Platform.
4.3 Improving the Platform and Services
- Analyze Platform functionality and usage;
- Resolve technical issues and improve system stability;
- Improve Order matching, delivery efficiency, and customer experience;
- Develop new functions and Services; and
- Conduct internal statistics, audits, and business analysis.
4.4 Marketing and Promotions
Where the necessary consent has been obtained, we may:
- Send you offers, promotions, and Service updates;
- Recommend Merchants and products based on your Order or browsing preferences;
- Measure the effectiveness of promotional activities; and
- Invite you to participate in surveys or user research.
You may stop receiving marketing communications at any time through the App settings, the unsubscribe method provided in the relevant message, or by contacting Customer Support. Opting out of marketing communications will not affect necessary Service messages, including Order notifications, security alerts, payment notifications, or customer support communications.
Basis for Processing Personal Data
We process your Personal Data in one or more of the following circumstances:
- Where processing is necessary to perform the service arrangement between you and CloudCityFood, including completion of Orders, delivery, payment, refunds, and customer support;
- Where you have actively provided consent, including for marketing communications, personalized recommendations, or non-essential permissions;
- Where processing is reasonably necessary to protect the safety of the Platform, Users, Merchants, and Riders;
- Where processing is reasonably necessary to prevent fraud, handle complaints, improve Services, and maintain normal operations; and
- Where processing is necessary to comply with tax, accounting, audit, regulatory, judicial, or other applicable obligations.
Where processing is based on your consent, you may withdraw that consent. Withdrawal of consent will not affect the lawfulness of processing carried out before withdrawal and will not prevent the Platform from processing information necessary to complete an Order or provide a requested Service.
Payment Information
When you use KBZPay, a bank, a mobile payment application, or another third-party payment method, payment may be processed directly by the relevant payment service provider.
CloudCityFood generally does not store your complete bank card number, payment password, verification code, or third-party payment account password. We may, however, retain:
- The payment method type;
- Transaction reference number;
- Payment status;
- Payment amount;
- The date and time of payment, refund, or failure; and
- Information necessary for reconciliation and dispute handling.
Information independently processed by a third-party payment service provider is governed by that provider's own privacy policy and terms of service.
Cookies and Similar Technologies
CloudCityFood websites, mobile web pages, or other online channels may use Cookies, local storage, pixel tags, or similar technologies to:
- Maintain login status;
- Remember language, region, and other settings;
- Maintain website security;
- Analyze visits and usage;
- Improve page performance; and
- Provide relevant promotional content where the necessary consent has been obtained.
You may manage Cookies through your browser or device settings. Disabling essential Cookies may prevent certain website or Account functions from operating properly.
Data Storage and Cross-Border Processing
Depending on the system deployment used by CloudCityFood and its technical service providers, your information may be stored and processed in Myanmar or may be technically processed or hosted by an engaged service provider located in another country or region.
Where information is transferred across borders, CloudCityFood will take reasonable measures to limit the recipient's purpose and scope of use and require appropriate confidentiality and security safeguards.
We will not rely solely on your continued use of the Services as consent to all cross-border processing activities. Where separate consent is required by law or by the relevant Platform arrangement, we will provide additional notice and request such consent.
Information Security
CloudCityFood will implement technical and organizational measures appropriate to the nature of the information and the risks of processing in order to protect Personal Data against unauthorized access, disclosure, use, alteration, loss, or destruction.
Such measures may include:
- Security measures for transmission and storage;
- Account and permission management;
- Access restrictions for employees and partners;
- Operation logs and security monitoring;
- Data backup and recovery measures; and
- Security incident investigation and response procedures.
No internet transmission or electronic storage method can guarantee absolute security. If a security incident occurs that may materially affect user rights or interests, we will take reasonable remedial measures based on the nature of the incident and, where appropriate, notify affected Users.
Data Retention
We retain Personal Data only for as long as necessary to fulfil the purposes described in this Policy.
Our general retention principles are as follows:
- Account information: retained while the Account remains active and while the Services are provided;
- Order and transaction records: retained for the periods required for applicable tax, accounting, audit, regulatory, and dispute-handling purposes;
- Payment and refund records: retained for the period necessary to complete reconciliation, refunds, audits, and dispute handling;
- Customer support and complaint records: retained for the period necessary to resolve complaints and prevent repeated disputes;
- Log and security records: retained for a reasonable period based on security risks, technical requirements, and internal retention rules; and
- Marketing consent records: after consent is withdrawn, records necessary to demonstrate the giving and withdrawal of consent may be retained.
After the relevant retention period expires, we will delete, anonymize, or otherwise appropriately dispose of the information, unless continued retention is required for legal, tax, accounting, audit, regulatory, judicial, or dispute-handling purposes.
Account Deletion and Data Deletion
You may request Account deletion through Settings -> Account -> Delete Account in the App, or by contacting CloudCityFood Customer Support.
After receiving a valid deletion request, we will, within a reasonable period and generally within ninety (90) days, delete or anonymize Account-related Personal Data that is no longer required to be retained.
The following information may not be deleted immediately after Account deletion:
- Order and transaction records that must be retained to comply with tax, accounting, audit, or regulatory obligations;
- Information required to resolve incomplete Orders, refunds, balances, or complaints;
- Information reasonably necessary to prevent fraud, investigate unlawful activity, or handle disputes; and
- Other information that must continue to be retained under applicable requirements.
Account deletion is irreversible. Before deleting your Account, please appropriately resolve any incomplete Orders, refund requests, and CloudCity Balance. Account deletion does not automatically release you or CloudCityFood from any payment, refund, complaint, dispute, or other responsibility arising before deletion.
Minors
Only individuals who are at least eighteen (18) years of age may independently register a CloudCityFood Account.
A person under eighteen (18) years of age may use the Services only through the Account of a parent or legal guardian and with that person's direct permission and supervision. The Account holder is responsible for the relevant Orders, payments, information submissions, and contractual obligations.
If we become aware that a minor has independently registered an Account or submitted Personal Data without appropriate permission, we may restrict or close the relevant Account and may delete or restrict the use of the relevant information as appropriate.
Your Rights and Choices
Subject to identity verification, system capability, and reasonable legal limitations, you may:
- Ask whether we hold Personal Data about you;
- Request access to Personal Data relating to you;
- Correct inaccurate or incomplete information;
- Delete your Account and information that is no longer required to be retained;
- Withdraw consent for processing activities based on consent;
- Object to or stop receiving marketing communications;
- Raise questions or complaints regarding the processing of Personal Data; and
- Request a reasonable review of a processing decision that affects your rights or interests.
To protect Account security, we may require you to verify your identity. We may limit or refuse a request after providing reasons where the request is manifestly repetitive, lacks a reasonable basis, exceeds technical feasibility, or would infringe the rights or interests of another person.
You may submit a request by email to:
cloudcitymm@gmail.com
We will generally acknowledge receipt or provide an initial response within fifteen (15) Business Days. Complex requests may require additional time, and we will provide a reasonable update on progress where appropriate.
Advertising and Marketing Choices
We may display information about CloudCityFood Merchants, products, offers, and Services based on your Orders, browsing activity, and participation in promotions.
Except for information required to complete an Order or provide a necessary Service, we will not provide your Personal Data to unrelated third parties for their own independent targeted advertising without obtaining appropriate consent.
You may stop receiving marketing communications through the App settings, an unsubscribe mechanism in the relevant message, or by contacting Customer Support.
Third-Party Services and Links
The Platform may contain links to or functions provided by third-party websites, applications, payment services, map services, or other services.
Information independently collected and processed by a third party is governed by that third party's own privacy policy and terms of service. CloudCityFood recommends that you review the relevant privacy notice before using such service.
This Policy does not control how a third party with no engagement, control, or cooperation relationship with CloudCityFood processes information.
Changes to this Privacy Policy
We may update this Policy to reflect changes in our Services, technology, business operations, or information-processing practices.
We will provide advance notice through the App, website announcement, email, or other reasonable means where a material change involves:
- The collection of a new material category of Personal Data;
- A material new purpose for using Personal Data;
- An expansion of the categories of recipients or scope of Personal Data sharing;
- A change to Account deletion or data retention rules; or
- A material adverse effect on user rights.
General wording changes, contact detail updates, or adjustments that do not materially affect user rights may take effect from the date of publication.
An updated Policy will not retrospectively alter processing activities completed before the update, unless another lawful basis applies or we have provided clear notice.
Complaints and Dispute Handling
If you believe that CloudCityFood's processing of Personal Data does not comply with this Policy, you may submit a complaint as follows:
- Send an email to cloudcitymm@gmail.com describing your Account information, the relevant event, and the outcome you request;
- We will generally acknowledge receipt of the complaint and begin handling it within seven (7) Business Days;
- We may request reasonable proof of identity or Order information; and
- After completing the investigation, we will explain the outcome or any further measure available to you.
If you are not satisfied with the outcome of our internal handling process, you may seek assistance from a consumer protection authority, court, or other competent authority having jurisdiction.
Contact Us
If you have any questions about this Policy, our processing of Personal Data, or your user rights, please contact:
Company: CLOUDCITY INTERNET SERVICE CO., LTD
Brand: CloudCityFood
Email: cloudcitymm@gmail.com
Website: www.cloudcitymm.com