Privacy Policy

This policy explains what information Mukhtar collects when you interact with us — through our website, request form, or WhatsApp — and how we use and protect it. We have written it to be readable, not to obscure anything.

Mukhtar operates as a corporate concierge service for companies in Lahore, Pakistan. The vast majority of information we handle relates to companies, not individuals — though we do collect personal contact information for coordinators and authorised representatives.

When you submit a request through our website or contact us via WhatsApp, we collect:

• Company name, industry, and size
• Your name, role, and contact details (WhatsApp number, email)
• Description of the services you are requesting
• Any additional information you choose to provide in free-text fields

For contracted clients, we additionally hold:

• Names and contact details of authorised company representatives
• Traveller profiles (for employees who travel on behalf of the company) — including passport details, seat preferences, and dietary requirements where provided
• Billing and invoicing information (company name, address, billing contact)
• Service history and booking records

We do not collect payment card information directly. Payments are handled through agreed banking or transfer methods and are never stored on our systems in card form.

Our website does not use tracking cookies, advertising pixels, or analytics tools that share data with third parties. We may use basic server logs to monitor site performance.

We use the information you provide to:

• Assess and respond to your service inquiry
• Coordinate and deliver the services you have requested
• Communicate service status, confirmations, and updates
• Prepare and send invoices
• Maintain service records for quality and accountability purposes
• Improve our service delivery based on patterns in how requests are handled

We do not use your information for marketing to third parties, advertising, or profiling beyond what is necessary to serve your account.

We do not use your information to make automated decisions about you or your company.

We share your information only to the extent necessary to deliver your service. This may include:

• Vendors and service providers — restaurants, hotels, airlines, and other vendors who need your booking details to fulfil the service (e.g. name for a reservation, room preferences for a hotel stay). We share only what they need for that specific service.
• Our own team — your assigned coordinator and, where relevant, our operations lead. We do not share your account details across coordinators unnecessarily.
• Technology platforms — our database (Supabase), communication platform (WATI for WhatsApp), and automation tools (Make). These platforms process data on our behalf under their own privacy and security policies. None of them have the right to use your data for their own purposes.

We do not sell your information. We do not share it with advertisers. We do not share one client's information with any other client, ever.

If we are required to disclose information by law or by a valid legal process, we will comply — but we will notify the affected party if we are legally permitted to do so.

Confidentiality is a core operating principle at Mukhtar, not just a legal obligation. All contracted client accounts are governed by a confidentiality agreement signed at onboarding.

This means:

• Executive travel patterns, itineraries, and personal schedules are treated as sensitive information and are not referenced or shared beyond what is necessary to deliver the service.
• Information shared in the context of an Executive PA arrangement is held to a higher standard — it is not shared with other team members without explicit instruction from the client.
• Client names and company relationships are not used in marketing, case studies, testimonials, or public references without explicit written consent.

Client data is stored in our Supabase database (PostgreSQL), hosted on Supabase's cloud infrastructure. Supabase uses encrypted storage and access controls. Data is accessible only to authorised Mukhtar team members through role-based access control.

Access to client records is restricted by role — coordinators can only access the accounts and records relevant to their work. The operations lead has full access for oversight and billing purposes.

WhatsApp communications are processed through WATI (a WhatsApp Business API platform). WhatsApp messages are subject to WhatsApp's own privacy and encryption policies. We do not control WhatsApp's infrastructure.

We take reasonable technical and organisational measures to protect your data against unauthorised access, alteration, or disclosure. No system is completely secure — if we become aware of a breach affecting your data, we will notify you promptly.

Mukhtar uses WhatsApp as a primary communication channel with clients. By providing your WhatsApp number and engaging with us through WhatsApp, you consent to receiving service-related communications via that channel.

These communications include:

• Request acknowledgements and status updates
• Service confirmations and booking details
• SLA alerts and important service changes
• Reminders on the day of a scheduled service

We do not send marketing messages via WhatsApp. We do not send messages at unreasonable hours. You can ask to be removed from automated WhatsApp notifications at any time by contacting your coordinator.

You have the right to:

• Access — request a copy of the information we hold about you or your company
• Correction — ask us to correct inaccurate or incomplete information
• Deletion — request that we delete your information (subject to legal retention requirements and our legitimate interest in maintaining service records)
• Restriction — ask us to limit how we use your information in certain circumstances
• Portability — request your data in a machine-readable format where technically feasible

To exercise any of these rights, contact us at hello@mukhtar.com.pk. We will respond within 10 business days.

We do not charge a fee for handling rights requests unless they are manifestly unfounded or excessive.

We retain client data for as long as the service relationship is active, plus a period of three years after the last service delivery or contract end — whichever is later. This retention period supports our ability to respond to service disputes, billing queries, and compliance requirements.

Website form submissions from prospective clients who do not become contracted clients are retained for six months from the date of submission, after which they are deleted.

If you request deletion of your data before the standard retention period has expired, we will honour that request where we have no legal obligation to retain it, and we will inform you of any data we are required to keep and why.

We may update this policy from time to time as our services or systems change. When we make material changes, we will notify contracted clients via WhatsApp or email before the changes take effect. The "last updated" date at the top of this page reflects the most recent revision.

Continued use of our services after notification of a policy change constitutes acceptance of the updated policy.

For any privacy-related questions, requests, or concerns, contact us at:

• Email: hello@mukhtar.com.pk
• WhatsApp: Via your assigned coordinator (contracted clients) or the number on our website
• Address: Lahore, Pakistan

We take privacy complaints seriously and will respond within 10 business days. If you are unsatisfied with our response, you have the right to escalate to a relevant supervisory authority.