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Privacy Policy

We at CellPay (www.cellpay.com.np), a mobile financial service operated by Cellcom Pvt Ltd (www.cellcom.net.np) committed towards protecting privacy of our customers using policies regarding the collection, usage and disclosure of the information provided by the customer. By agreeing to use the CellPay services you accept the terms as mentioned in this policy.

Personally identifiable information includes all information that can be used to identify a specific individual user.

Information collection/ what information do we collect? On registering for the CellPay services yourself as a Semi-KYC User, and/or to access services available to Semi-KYC users, you will only need to provide your Mobile Number and Full Name.

If you are being enrolled as a full-KYC User your complete KYC, as mentioned in the enrollment form on our mobile app or website needs to be filled up. This form is as per the guidelines of the NRB (Nepal Rastra Bank) and may change from time to time based on directives issued by the NRB. Personal information collected and held by us may include your name, father's name, spouse's name, date of birth, current and previous addresses, mobile phone number, email address, occupation and information contained in the documents used as proof of identity. CellPay will collect, store, process sensitive personal information such as password, financial information (including details of bank account details), and physiological information for providing our products, services via Mobile phone and for use of our website for the purpose of delivering services in a timely and orderly manner.

We may also hold information related to your utilization of our services by the use of our mobile app, website, or agent which may include following:

User Camera / Gallery Photo

This information is used to obtain a locally stored image of the logged in user to be set as Profile Picture within app.

Network State and Internet Access

The application connects to a dedicated API to complete transactions services provided within. It uses these permissions to check if there is any connection to internet as well as to connect to the internet if not connected.

Read Contact

The application accesses user's phone contacts to select a contact so that the phone number of contact could be populated in the app using which user can choose to make transactions with ease instead of tying the phone number every time they want to make a transaction.

User SMS

App is able to send and received SMS through user's device to forward transaction request and confirm transaction status respectively whenever there is no internet available. The user bears sent SMS charge based on the tariff of network provider. Receiving SMS is however free of cost to the user.

Information usage/ what do we use customer's information for?

The information that we collect from you are used in order to:

  • - Verify your identity
  • - Complete transaction effectively as per your request
  • - Communicate about changes to our services
  • - Respond to your queries in relation
  • - Protect from unauthorized use of the wallet
  • - Promote and market our products and services which we think could be of interest to you and may benefit you.
  • - Safeguard against fraud, money laundering,and misuse of account by incorporating necessary identity verification.

Disclosure of information: All personally identifiable information will be kept confidential and will not be disclosed to other party except in cases required by regulator or by legal intervention as per the laws of Nepal

We may keep a log of the activities performed by you and websites by using various internet techniques such as web cookies, server log files, etc. for analytical purposes and for analysis of the amiability of various features on our site. This information may be used to provide you with a better experience with our platform along with evidentiary purposes.

In case you do not provide your information or consent for usage of personal information or later on withdraw your consent for usage of the personal information so collected, CellPay reserves the right to not provide the services or to withdraw the services for which the said information was sought.

Updates and changes to privacy policy: Our Privacy Policy may change from time to time. Any changes on our privacy policy will be revised and the updated date will be posted at the bottom of this page. However, if there is significant change in the policy, we will provide a more prominent notice through SMS, push notifications, email etc. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications time and again. “Your consent to use CellPay services will adhere to above mentioned privacy policy”.

Grievance Officer

Ujwal Shrestha

Contact: +9779801977860

Email : support@cellcom.net.np


NRB Grievance Portal


Tribhuvan International Airport (TIA),

Parking Building, (3rd Floor),

Email : support@cellcom.net.np


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