At The Physio Store, customer privacy is important to us. This Privacy Policy explains how we collect, use, store, and protect your information when you visit our website, create an account, place an order, contact us, or use our services.
The Physio Store is an e-commerce store providing physiotherapy products, orthopedic braces, walking boots, ankle supports, tapes, rehabilitation devices, and related recovery support products across Pakistan. By using our website, you agree to the practices described in this Privacy Policy.
1. Information We Collect
When you use our website or place an order, we may collect information that helps us process your purchase, deliver your order, provide customer support, and improve our services. This may include your full name, phone number, email address, delivery address, billing address if different from the delivery address, city, area, order details, payment method, courier details, account information, and communication history with our support team. Section 5 explains in detail what we keep from your conversations with us and how to have it deleted.
If you create an account or sign in using Google, we may receive basic profile information such as your name, email address, profile picture, and Google account ID. We use this information only to create and manage your customer account and improve your login experience. We do not receive or store your Google password.
We may also collect technical information such as your device type, browser type, IP address, pages visited, time spent on the website, referral source, and cookie-related data. This information helps us understand website performance, improve customer experience, and protect the website from misuse.
2. How We Use Your Information
We use customer information to process orders, confirm purchases, arrange deliveries, communicate order updates, manage customer accounts, provide after-sales support, handle returns or exchanges, maintain inventory records, improve our website, and prevent fraud or fake orders.
We may contact you through phone, WhatsApp, SMS, email, or website notifications for order confirmation, delivery updates, payment confirmation, customer support, product guidance, or important service-related communication. Promotional messages may also be sent where appropriate, and you may request to stop receiving promotional communication at any time.
3. Payment Information
The Physio Store may offer payment options such as Cash on Delivery, bank transfer, Easypaisa, JazzCash, debit or credit card payments, or other approved payment methods. For online payments, payment processing may be handled by authorized third-party payment gateways or financial service providers.
We do not store complete debit card numbers, credit card numbers, CVV codes, or sensitive banking credentials on our website. Payment-related information that may be stored includes payment method, transaction reference number, payment status, order value, and confirmation details required for order processing and record keeping.
4. Sharing of Information
We only share customer information where necessary to complete business, delivery, payment, support, or legal requirements. This may include sharing relevant details with courier partners, payment gateways, website hosting providers, backend service providers, analytics tools, customer support tools, and regulatory or legal authorities where required.
For delivery purposes, we may share your name, phone number, address, city, area, order value, product details, and payment method with courier or delivery partners. This information is shared only to complete delivery, tracking, returns, and customer support.
We do not sell customer personal information to third parties.
5. Customer Support Conversations
We keep a record of the conversations you have with our team so we can answer your questions, help you choose the right product and size, follow up on your order, and make sure no message goes unanswered. These records are stored in our own customer support system, which only our authorized staff can access.
What we record
- Your contact details: your name, phone number, email address and city, as you give them to us or as they appear on the channel you contact us through (for example, the name on your WhatsApp profile).
- Your messages and our replies: messages you send through our website contact form, WhatsApp, Facebook Messenger or Instagram, and the replies our team sends you. When you call us or visit our store, our staff may also write a short note of what was discussed.
- Message details: when each message was sent and whether it was delivered or read.
- Photos, voice notes, videos and documents: if you send these on WhatsApp, we keep a copy in private storage so our team can see or hear them — photos, videos and documents in a private Google Drive account used only for this purpose, and voice notes in our own database storage. They are not shared publicly, our team opens them only through our support system, and copies are deleted automatically after 180 days (or sooner if you ask us to delete your data).
- Order and follow-up details: the order number your conversation is about, the product you are interested in, and any follow-up we have planned with you.
- How you found us: if you message us by tapping one of our Facebook or Instagram ads, WhatsApp tells us which ad it was.
- Internal notes: short notes our staff write for each other about your request. These are never sent to you.
We connect our WhatsApp Business account to our support system through the official WhatsApp Business Platform provided by Meta. Once connected, this lets us keep in our system the messages you send to our business number, the replies our team sends from our WhatsApp Business app, and, when we first connect, up to about six months of earlier chat history between you and our business number. It also lets us use the contact names saved on our business phone to recognise who is messaging us. Group chats are not included.
Our team replies to you personally. We do not send you automated WhatsApp messages from our support system. If this ever changes, we will update this policy first.
Messages sent through WhatsApp, Facebook and Instagram also pass through Meta’s services and are handled under Meta’s own privacy policies.
Health information you share
When asking for help, you may tell us about an injury, surgery or condition. We use this only to help you choose a suitable product and size, never for advertising. Please share only what you are comfortable with. Our guidance is not medical advice (see section 11).
How we protect and use these records
Only logged-in staff can open customer conversations, and actions in the system are recorded so we can check who did what. We do not sell these records or share them for other companies’ marketing. We do not use a third-party customer-support company: the records are kept in our own system, which runs on our website hosting and database providers, with photos, videos and documents stored in Google Drive (Google acts as our storage provider).
Deleting your conversation records
You can ask us to delete your contact details and conversation records at any time (step-by-step instructions are also on our Data Deletion page). Message us on WhatsApp at 0309 6992521 or email sportsandspine.physiostore@gmail.com with the words “Delete my data”, ideally from the same phone number or email address you contacted us from. We may ask a simple question to confirm the request is really from you, so that nobody else can delete your information.
We will confirm once it is done, normally within 30 days. When we delete your records, we remove your contact details, messages, photos, voice notes and other files, notes and any follow-up plans from our support system, and we stop contacting you for follow-ups.
Some information has to be kept even after a deletion request: details of orders you have placed, payments, delivery records and invoices may be retained for accounting, tax, fraud prevention and legal purposes (see section 8). Copies of messages also stay on your own phone and on Meta’s services; we cannot delete those for you, but you can delete them from your WhatsApp, Facebook or Instagram app.
6. Cookies and Website Tracking
Our website may use cookies and similar technologies to keep your cart active, remember preferences, improve website performance, support account login, understand visitor behavior, and assist with analytics or marketing. You can control or disable cookies from your browser settings, but some website features may not work properly if cookies are disabled.
7. Data Security
We take reasonable steps to protect customer information from unauthorized access, misuse, loss, alteration, or disclosure. These steps may include secure hosting, password-protected systems, restricted admin access, backend controls, and trusted service providers.
No online platform can guarantee complete security. Customers are responsible for keeping their account login details safe and should avoid sharing passwords or private account access with others.
8. Data Retention
We may retain customer and order information for as long as necessary to complete orders, provide support, manage returns or exchanges, maintain business records, meet accounting or tax requirements, prevent fraud, and comply with legal obligations. When information is no longer required, it may be deleted, anonymized, or securely stored according to business and legal needs.
9. Customer Rights
Customers may contact us to request access to their personal information, correct inaccurate details, update account information, request account deletion where applicable, ask how their information is used, or stop receiving promotional communication.
To have your conversation records with us deleted, follow the steps in section 5.
Some information may need to be retained for order history, payment records, delivery proof, fraud prevention, accounting, legal, or business record purposes.
10. Children’s Privacy
Our website is intended for general customers and is not directed toward children. We do not knowingly collect personal information from children without appropriate consent. If you believe a child has provided personal information to us, please contact us so we can review and take appropriate action.
11. Medical Information Disclaimer
The Physio Store sells recovery support products and physiotherapy-related items. Any information provided on our website, product pages, packaging, WhatsApp, or social media is for general product guidance only. It should not be treated as medical diagnosis, treatment, or professional medical advice.
Customers should consult a doctor, physiotherapist, or qualified healthcare professional for medical conditions, injuries, post-surgical recovery, product suitability, or treatment decisions.
12. Third-Party Links
Our website may contain links to third-party websites, payment pages, courier tracking pages, social media platforms, or external services. We are not responsible for the privacy practices, content, or security of third-party websites. Customers should review the privacy policies of those platforms before providing personal information.
13. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our website, services, payment methods, delivery process, legal requirements, or business operations. The updated policy will be posted on this page with a revised “Last Updated” date.
14. Contact Us
For privacy-related questions, account requests, order support, or data concerns, you can contact us at:
The Physio Store
Website: thephysiostore.co
WhatsApp: 0309 6992521
Email: sportsandspine.physiostore@gmail.com
Business Address: Basement of 275, Shapes Fitness Center DHA, Sector G, Phase 5, D.H.A, Lahore, 54000