Nepal Now App- Privacy Policy

By using the Nepal now app, you confirm that you are in agreement with and bound by the Privacy Policy.

  1. Introduction

This document governs the privacy policy of the Nepal Now Mobile Application (hereinafter referred to as the “Mobile App” or “App”).

By using Nepal Now, you confirm that you have read, understood, and agreed to this Privacy Policy (“Policy”) and are bound by its terms.

Nepal Now is a service offered by Fonepay Payment Service Limited (hereinafter referred to as “Fonepay”, “we”, “our”, or “us”). Before using this App, please read this Privacy Policy carefully. By using the App, you acknowledge that you consent to the collection, storage, and processing of your information in accordance with this Policy.

This Policy describes how Fonepay collects, uses, stores, and processes your personal and sensitive information through the Nepal Now App, its website, chatbots, notifications, or any other interface used to provide services (collectively referred to as the “Platform”).

By visiting, downloading, registering, or using the Nepal Now Platform, and/or providing your information or availing our products/services, you expressly agree to be bound by this Privacy Policy and any applicable service terms. Fonepay respects your privacy and is committed to maintaining the highest standards for secure transactions and personal information protection.

  1. Information Collection

We collect Personal Information and Sensitive Personal Information that are necessary for providing and improving our services. Information may be collected when you interact with Nepal Now during various stages of usage or onboarding.

Personal and Sensitive Information collected includes, but is not limited to:

  1. Identity Information
  • Full name, date of birth, nationality, gender
  • Passport number and scanned copy
  • Visa number, type, validity, and scanned copy
  • Photograph (for verification)
  1. Contact Information
  • Address, phone number, and e-mail address
  1. KYC and Regulatory Information
  • Identity verification documents as mandated by regulatory authorities
  • Other documents or verification data necessary for compliance under Nepal Rastra Bank (NRB) guidelines
  1. Device and Technical Information
  • Device model, identifier, and operating system details
  • Browser plug-ins, IP address, internet connectivity details
  • Cookies and similar tracking technologies used for performance and security
  1. Location Data
  • Real-time GPS-based location to verify user presence within Nepal, enable location-based services, and prevent misuse of the app outside Nepal
  1. Payment and Transaction Information
  • Virtual prepaid card details created within the Nepal Now App
  • Transaction metadata (amount, merchant, location, timestamp, reference IDs)
  1. Other Collected Data
  • App interaction logs, crash reports, and analytics data for service improvement
  • Communications or feedback shared via chat, support, or surveys

We do not collect personal media such as photos or videos uploaded by users, nor do we access user contacts or messages except where explicitly required and consent for transaction verification or OTP authentication.

  1. Collection Sources

Personal Information may be collected through:

  • User registration and KYC verification on the Nepal Now App
  • Payment or top-up transactions
  • Device permissions (for location, notifications, or security verification)
  • Interactions through customer support channels
  • Data shared by authorized third parties such as banks, payment gateways, or government verification systems

We may also receive your Personal Information from credit reference agencies, card issuers, or fraud prevention entities where applicable and lawfully permitted.

  1. Purpose and Use of Information

Fonepay may process your Personal and Sensitive Personal Information for the following purposes:

  • To create and manage your Nepal Now account
  • To verify your identity, passport, and visa status as per NRB compliance
  • To confirm your presence within Nepal before enabling local payment functionality
  • To issue, activate, and manage your in-app prepaid card
  • To process, authorize, and settle payments through the Fonepay QR network
  • To provide top-up, refund, or transaction services
  • To fulfill regulatory reporting and anti-money laundering obligations
  • To communicate updates, notifications, and alerts related to your account or transactions
  • To enhance security, detect fraud, and prevent unauthorized access
  • To analyze user behavior for improving user experience, product design, and security
  • To provide customer service, handle grievances, and resolve disputes
  • To comply with applicable laws, legal obligations, and law enforcement requirements

While we may process your Personal Information for legitimate business purposes, Fonepay ensures that such processing is proportionate and minimizes any impact on your privacy.

  1. Cookies or Similar Technologies

We use cookies or similar tracking technologies to:

  • Analyze user traffic and app usage patterns
  • Maintain session authentication
  • Improve performance and provide a personalized experience

Cookies are small files stored on your device. They do not contain personally identifiable information. You can choose to disable cookies through your device settings, but doing so may limit access to certain app features.

  1. Information Sharing and Disclosure

Your Personal Information may be shared only as permitted under applicable law and for the purposes mentioned above.

We may share information with:

  • Partner banks and card issuers for prepaid card management and payment processing
  • Regulatory authorities (including NRB and financial intelligence units) for compliance reporting
  • Government bodies for immigration, tax, or legal investigations upon valid request
  • Technology partners for hosting, analytics, and fraud prevention (e.g., mapping and geolocation services)
  • Third-party service providers offering authentication, SMS/OTP delivery, or security monitoring
  • Fonepay subsidiaries or affiliates involved in operational support and settlement services

In the event of a merger, acquisition, or business restructuring, user data may be transferred to the new entity with equivalent privacy safeguards in place.

Fonepay ensures that all third parties adhere to strict confidentiality and data protection obligations. However, Fonepay is not liable for data misuse by third parties acting beyond agreed contractual terms or under their independent privacy policies.

  1. Storage and Retention

All data collected through Nepal Now is securely stored within data centers located in Nepal, in compliance with NRB regulations.

We retain data only for as long as it is required for the purpose it was collected or as mandated by law. After the retention period, data is securely deleted or anonymized.

Fonepay may retain limited transaction and verification records for audit, fraud prevention, and regulatory compliance even after account deletion.

  1. Reasonable Security Practices

Fonepay has implemented administrative, technical, and physical measures to safeguard Personal and Sensitive Personal Information. These include:

  • End-to-end encryption for data transmission
  • Firewalled and access-controlled databases
  • Periodic security audits and vulnerability testing
  • Two-factor authentication and OTP-based login
  • Role-based access controls for internal systems

While we employ industry-standard practices, no security system is completely infallible. Users are responsible for safeguarding their login credentials, and any suspected data breach should be reported immediately to our support team.

  1. Third-Party Products, Services, or Websites

When using Nepal Now, you may interact with third-party services (such as card issuers, payment gateways, or map providers). Any data shared with or collected by these services is governed by their respective privacy policies.

Fonepay encourages users to review third-party privacy statements before engaging with their services. We are not responsible for any data processing or privacy practices of these third-party entities.

  1. Your Consent

By using Nepal Now and providing your information, you consent to Fonepay collecting, processing, and storing your Personal Information in accordance with this Privacy Policy.

If you share Personal Information about others (such as joint account holders), you confirm that you have the authority to do so and grant us permission to process their information as per this Policy.

  1. Choice/Opt-out

We provide all users with the opportunity to opt-out of receiving any of our services or non-essential (promotional, marketing-related) communications from us, after setting up an account. If you want to remove your contact information from all our lists and newsletters or discontinue any our services, please click on the unsubscribe button on the emailers.

  1. Access, Rectification, and Account Deletion

You have the right to:

  • Access and review your personal data stored with Fonepay
  • Request correction or updates to inaccurate information
  • Delete your account and associated data

When a user opts to delete their Nepal Now account, Fonepay will immediately remove identifiable information (including passport and visa data) from active systems, except where retention is required by law.

Users may also request migration or transition of their prepaid balance to another financial institution, following NRB guidelines.

  1. Changes to Policy

Fonepay reserves the right to update or modify this Privacy Policy at its sole discretion without prior notice. Any changes will be effective upon posting within the App. Continued use of the App following updates signifies your acceptance of the revised Policy.

However, changes will never reduce the level of protection afforded to Personal Information already collected.

  1. Contact Us

For any queries, concerns, or complaints regarding this Privacy Policy or the processing of your Personal Information, please contact:

[email protected]
Fonepay Payment Service Limited
Pulchowk Road, Lalitpur, Nepal

We are committed to responding to all privacy-related requests within a reasonable timeframe.