Privacy Policy

1. Scope and controller

This Privacy Policy explains how MeroGold Holdings Pvt. Ltd. (“MeroGold”, “we”, “us” or “our”) collects, uses, stores, shares and protects personal data when a person uses our website, Android application, customer portal, support channels and related gold and silver services. MeroGold Holdings Pvt. Ltd. is responsible for the processing described here.

2. Information we collect

Account and identity data

• Name, mobile number, email address, date of birth and address.
• MeroGold customer ID, authentication identifiers and account status.
• Citizenship, national ID, passport or other accepted identity documents, document images and selfie/identity-verification images.

Financial, holdings and transaction data

• NPR wallet balances, deposit and withdrawal requests, bank/payment references supplied by you, gold and silver holdings, purchases, sales, fees, rates, statements and redemption or delivery orders.
• Smart Saver, Wealth Vault and other product instructions and records.

Technical and security data

• IP address, device/app information, timestamps, authentication events, login history, audit logs, crash diagnostics, notification tokens and security events.

Communications

• Support requests, complaints, email/SMS/push communications, call notes and documents you submit.

3. How we use information

• Create, authenticate and administer accounts.
• Perform KYC, customer due diligence, fraud prevention and legal or regulatory recordkeeping.
• Process wallet requests, metal purchases and sales, savings plans, vaults, redemptions, deliveries, refunds and customer instructions.
• Calculate and display balances, holdings, rates, fees, transaction records and receipts.
• Protect users and MeroGold, investigate suspicious activity and maintain audit records.
• Provide service messages, support and important policy or security notices.
• Operate, debug, secure and improve our services.

4. Grounds for processing

Depending on the activity, we process information to perform our agreement with you, meet legal and compliance obligations, protect legitimate interests such as security and fraud prevention, establish or defend legal claims, or because you provided consent.

5. When information may be shared

We do not sell personal information. We may disclose only what is reasonably necessary to:

• Google Firebase and other contracted cloud, authentication, storage, notification, security and technical service providers.
• Banks, payment service providers or settlement partners used for deposits, withdrawals and reconciliations.
• Identity-verification, compliance, audit, legal, insurance and professional advisers.
• Courier, logistics, vault, supplier or delivery partners involved in physical products.
• Regulators, courts, law-enforcement or government bodies where required or permitted by law.
• A successor entity during a lawful restructuring or transfer, subject to safeguards.

6. Storage, international processing and security

Our services use secure cloud infrastructure, and some providers may process data outside Nepal. Controls may include encryption in transit, authentication, role-based access, least-privilege administration, logging, monitoring, backups and incident-response procedures. No system is completely secure.

7. Retention

We retain account, KYC, transaction, ledger, audit and complaint records for as long as needed to provide services and satisfy legal, accounting, anti-fraud, dispute, security and regulatory obligations. Data not subject to a retention duty is deleted or anonymized when no longer reasonably necessary.

8. Your choices and rights

Subject to applicable law and identity verification, you may ask to access, correct or update personal information; withdraw optional consent; object to certain communications; or request deletion of information MeroGold is not legally required to keep.

Use in-app controls where available or visit Account Deletion.

9. Age restrictions

MeroGold is not designed for children. A user must meet the minimum legal and contractual age stated in our Terms and complete required identity checks.

10. Cookies and similar technologies

The website may use essential cookies or local storage for security, preferences and session operation, and may use measurement tools when enabled. See our Cookie Policy.

11. Changes to this Policy

We may update this Policy to reflect service, security, legal or operational changes. The latest version will be posted here with its effective date.

12. Applicable framework and questions

We intend to handle personal information consistently with applicable Nepalese law, including relevant privacy, electronic-transactions, consumer, recordkeeping and anti-money-laundering requirements. Privacy questions may be sent to info@merogold.com.