Privacy Policy
Replay by Remix — mobile application and remixsocial.net
Effective date: 1 September 20261. About this Policy
This policy explains what personal information we collect when you use Replay by Remix, why we collect it, who we share it with, and the choices you have. It applies to the Replay by Remix mobile application for iOS and Android, to our website at remixsocial.net, and to the Replay loyalty programme as it operates in our coffee shops.
Replay by Remix is operated by The Revival House (Pvt) Ltd, 10-11 Gurumangat Road, Industrial Area, Gulberg III, Lahore, Pakistan ("Remix", "we", "us"). If you have any question about this policy, or about how we handle your information, you can contact us using the details in Section 13.
By creating an account or placing an order, you accept the practices described in this policy. If you do not agree with it, please do not create an account or place an order through the application or the website.
2. Information We Collect
2.1 Information you give us
- Account details: your full name, mobile number and email address. Your mobile number is also how we recognise you at the counter, so that purchases you make in store count towards your rewards.
- Date of birth, if you choose to give it. We use it only to give you a birthday reward, and to grant the reward we offer for supplying it.
- Order details: the branch you order from, the items and options you choose, the collection time you select, and any note you leave for the barista.
- Vehicle details, if you choose Curbside collection: vehicle type, model, colour and, if you give it, the number plate. We remember these so you do not have to enter them again, and you can change or clear them at any time.
- Ratings and any comment you leave about an order after you have collected it.
- Anything you send us when you contact customer support.
2.2 Information created when you use Replay
- Your reward point balance, tier point balance, membership tier, stamp cards and gifts, together with a full history of every point earned, spent or adjusted and the order or reward it relates to.
- Your order history, including the price breakdown, the payment method used and the status of each order.
- Purchases you make at the counter, when you give your registered mobile number at the point of sale so that they earn points. If you do not give your number, the purchase is an anonymous sale, does not appear in your history and earns nothing.
- Technical information about your device: the notification token used to send you push notifications, the sign-in token that keeps you signed in, and your application version and platform.
- Service and security records, including the internet address your device connects from, kept so that we can operate the service securely and investigate problems.
2.3 Location
Replay uses the location of your device for two purposes, and only with your permission:
- To confirm you have arrived. When your order is ready, the "I Have Arrived" button becomes available only once your device is at the branch, within a short distance of it. This is so that staff are not called out before you have actually pulled up.
- To time your order to your arrival, if you turn on Live ETA Handover for a Curbside order. If you turn it on, we follow your approach to the branch so that the store knows when to bring your order out. This is entirely optional and is off unless you switch it on.
We use your location only while the application is open on your screen. We do not track you in the background, we do not use your location for advertising, and we do not build a record of where you go.
You are asked for location permission at the moment a feature needs it, and you can decline it, or withdraw it later in your device settings. If you decline, you can still order normally and collect your order at the counter or by telling our staff that you have arrived.
The order status screen also shows a map of the branch you are collecting from. The mapping service that provides that map may receive your device and connection information under its own terms.
2.4 Payment
You can pay by card, by Easypaisa or JazzCash, or with your reward points. Card payments are handled by our payment gateway provider, UBL; wallet payments are handled by JazzCash and Easypaisa. You enter your card or wallet details with the payment provider, not with us. We never receive or store your full card number. We keep only the transaction reference, the amount and whether the payment succeeded.
2.5 Cookies and similar technologies
Our website at remixsocial.net uses cookies so that the site works, to remember your preferences, and to support signing in and ordering where those features are available. You can control cookies through your browser settings, and through the cookie notice shown on the site. The mobile application does not use cookies; the token that keeps you signed in is held in your device's own storage.
3. How We Use Your Information
| Purpose | Information used |
|---|---|
| To create and run your account | Name, mobile number, email address, sign-in details and verification status |
| To take and fulfil your orders | Order details, your note to the barista, collection time, fulfilment method and branch, together with your name and mobile number, which are passed to the branch point-of-sale system so that the store can prepare and hand over your order |
| To take payment and handle refunds | Order total, payment method and the reference returned by the payment provider |
| To bring your order out to your vehicle | Vehicle type, model, colour and number plate where you have given it, shown to the member of staff carrying your order out |
| To confirm you have arrived, and to time your order | Your device location, with your permission, as described in Section 2.3 |
| To run the loyalty programme | Your spend on each qualifying order, in the application and in store, used to calculate reward points, tier points, your tier and your stamp cards, and to grant sign-up, verification and birthday rewards |
| To keep you informed about your order | Push notifications, and messages by email, SMS or WhatsApp, telling you when your order is received, being prepared, ready, on its way to you or handed over |
| To tell you about offers, if you have asked us to | Your account details and contact preferences, as described in Section 4 |
| To improve our service and our branches | Order records, ratings and comments, and how orders are fulfilled at each branch |
| To keep the programme honest and secure | Account, order and loyalty records, and service logs, used to investigate suspected misuse of points, rewards or promotions and to protect the application against fraud and abuse |
| To meet our legal and tax obligations | Order and payment records, including the invoice information we are required to produce |
4. Messages You Receive From Us
We send two kinds of message.
Service messages tell you about an order you have placed or about your account — for example that your order is ready, that a member of staff is bringing it out, or that you have moved up a tier. These are part of the service and you receive them for as long as you hold an account.
Promotional messages tell you about offers, rewards and campaigns. We send these by email, SMS, WhatsApp or push notification only to customers who have chosen to receive them. You choose your channels when you register and can change them at any time in your account settings.
You can stop promotional messages at any time: in your account settings in the application, through the unsubscribe link in any promotional email, by replying STOP to a promotional SMS, or by turning off notifications for Replay in your device settings. Stopping promotional messages does not stop service messages about an order you have placed.
5. Who We Share Your Information With
We do not sell your personal information, and we do not share it for anyone else's marketing. We share it only with the parties below, and only so far as they need it to provide their service to us.
| Who | Why | What they receive |
|---|---|---|
| Our branches and their point-of-sale system, Blink POS | To prepare, fulfil and record your order, and to credit purchases you make at the counter | Your name and mobile number as carried on the order, the items you ordered, your note to the barista, the collection method and the amounts |
| Our payment providers — UBL, JazzCash and Easypaisa | To take payment and to process refunds | The payment details you enter with them directly, together with the order amount and reference |
| Our messaging providers for email, SMS and WhatsApp | To send you the messages described in Section 4 | Your name, email address or mobile number, and the content of the message |
| Our push notification provider | To deliver notifications to your device | Your device notification token and the content of the notification |
| Our mapping provider | To show you the branch location on the order status screen | Device and connection information, and your location where you have permitted it |
| Our hosting and technology providers | To host, maintain and support the platform | The information described in Section 2, under confidentiality obligations and only on our instructions |
| Apple and Google | To distribute the application and report faults | Information collected by the App Store and Google Play under their own terms |
| Regulators, tax authorities, law enforcement and our professional advisers | Where we are required to share information by law, or to establish or defend a legal claim | Only the information required in the circumstances |
6. Transfers Outside Pakistan
Some of the providers listed above process information outside Pakistan, including our messaging, push notification, mapping and hosting providers. Where your information is transferred outside Pakistan, we require the provider by contract to keep it confidential, to protect it to an appropriate standard, and to use it only for the purpose we appointed them for.
7. How Long We Keep Your Information
- Your account details are kept for as long as your account is open.
- Reward points do not expire. Tier points are reduced once a year on 31 December, which may move you down a tier; your reward point balance is not affected by that reset.
- A reward from a completed stamp card, and certain gifts, are available for a limited period and lapse if they are not used within it. The period is shown against the reward.
- Your order history and loyalty history are kept while your account is open, so that your balance and your records reconcile.
- Order and payment records are kept after an account is closed for as long as tax, accounting and other legal requirements oblige us to keep them.
- Location is used at the time you are collecting an order and is not kept afterwards as a record of your movements.
- Vehicle details are kept as your default for Curbside orders until you change them, clear them, or close your account.
- Service and security records are kept for 12 months.
8. Your Choices and Your Rights
- See and correct your details. You can view and edit your name, contact details, vehicle details and message preferences in the application at any time.
- Control permissions. Location and notification permissions can be granted or withdrawn at any time in your device settings. The application continues to work without them, with the limits described in Section 2.3.
- Control messages. You can stop promotional messages at any time, as described in Section 4.
- Delete your account. You can delete your account from within the application, under your profile settings, or by writing to us at the address in Section 13. When you delete your account we remove your name, contact details, date of birth, vehicle details and message preferences, and your account can no longer be used. Any unused reward points, stamps and gifts are cancelled at that point and cannot be restored. We keep order and payment records where tax, accounting and other legal requirements oblige us to, and those records are kept only for that purpose.
- Ask us a question or make a complaint. Contact us using the details in Section 13 and we will respond within 30 days.
9. How We Protect Your Information
- Information sent between your device and our platform is encrypted while it travels, and information we store is encrypted at rest.
- Passwords are stored only as a one-way cryptographic value. They cannot be seen or recovered by our staff.
- We do not receive or store card numbers. Card payments are completed on the payment provider's own pages.
- Access by our staff is limited by role, through named accounts, and is recorded.
- Adjustments to points, rewards and orders are logged against the account that made them.
No system can be completely secure. If a breach occurs that affects your information, we will act on it and will notify you, and any relevant authority, where we are required to do so.
10. Children
Replay by Remix is intended for customers aged 18 and over. We do not knowingly collect information from anyone below that age. If you believe that a person under 18 has created an account, please contact us and we will remove it.
11. Other Services
Our payment providers, messaging providers and mapping provider handle your information under their own privacy policies as well as under our agreements with them. Where you are taken to a payment provider's page to complete a payment, that provider's own terms and privacy policy apply to what you enter there.
12. Changes to This Policy
We may update this policy as the application changes. When we do, we will update the date at the top of this page and, where the change is significant, tell you in the application or by email before it takes effect.
13. Contact Us
The Revival House (Pvt) Ltd
10-11 Gurumangat Road, Industrial Area, Gulberg III, Lahore, Pakistan
Email: mobile.app@remixsocial.net
Number: +92 333 4704390