Privacy Policy

This policy explains what personal information RAQET collects, why, who can see it, who we share it with, how long we keep it, and how you can delete it. It describes what the RAQET app, website and portals actually do today.

1. Who we are #

RAQET is operated by RAQET SPORTS (PRIVATE) LIMITED, a private limited company incorporated in Pakistan (CUIN 0358557), with its registered office in D-12, Islamabad, Islamabad Capital Territory, Pakistan ("RAQET", "we", "us"). We are responsible for the personal information described in this policy.

Privacy questions and requests: legal@raqet.pk.

2. Scope #

This policy covers the RAQET Player App, this website (raqet.pk), and the RAQET portals for clubs, coaches and organizers. When a club, coach or organizer uses information about you to run its own business outside RAQET, its own privacy practices apply to that use.

3. Information we collect #

We collect only what the features you use need.

Account and identity

• Phone number, verified with a one-time code. Required for bookings, payments and chat.
• Email address, if you sign in with email, Google or Apple, or add one.
• Sign-in links with Google or Apple (a provider account identifier; we never receive your Google or Apple password).
• Display name, gender, profile photo and RAQET player number (shown as "RQ-" followed by digits).
• Password, only for accounts that set one (for example on a business portal). It is stored only as a secure hash.
• Identity documents for business verification. Coaches and club representatives may be asked for CNIC images, certificates or business documents so we can verify them. Businesses that receive payouts provide payout details (such as a CNIC or NTN and bank or wallet details). Players are not asked for a CNIC to play.
• App lock setting. If you turn on Face ID or a similar device lock for the app, your device checks it; we store only that the setting is on, never your biometric data.

Sport profile and activity

• Home city (decides your city ranking), home club, and playing preferences you choose (such as preferred times, hand, side and match type).
• Padel Score and reliability, starting from your onboarding self-assessment; ranking points (RP), Lifetime Prestige, Reputation (including no-shows and post-match sportsmanship and punctuality ratings), achievements and anonymous skill evaluations.
• Bookings and matches: club, court, date and time, participants, places, cancellations, results, score submissions, confirmations, disputes and corrections.
• Competitions: entries, partners and teams, schedules, results and standings.
• Coaching: bookings, packages, sessions, cancellations and reviews.
• Club memberships and RAQET+ membership status.
• Community: messages and images you send in chats, follows, reports you make or that concern you, and blocks.
• Support: your support conversations, including any answers from RAQET AI.

Payments

• Amount, currency (PKR), what it was for, status, payment-method type, receipts, refunds, RAQET Credits and provider transaction references.
• RAQET does not receive or store your full card number, card security code or online-banking credentials. These are handled by the payment provider.

Contact form

• Your name, email address, the reason you chose, your message, the page you sent it from, the date and time, and a reference number (such as RAQET-7K2Q9M).
• Your IP address is used briefly, in memory, to limit abuse of the form. It is not stored with your message.

Device and technical information

• Push-notification token for each device that allows notifications.
• Sessions: device name, app or browser details and IP address for each signed-in session, so you can review and sign out sessions.
• Security and audit records: sensitive account and administrative actions, with the time and IP address.
• Crash and error reports: technical details of errors (such as device type, app version and error traces) to diagnose problems.

Location

RAQET does not track your location in the background.

• Home city is a city you choose. It decides which city table you appear in.
• Current city is optional. If you allow it, RAQET uses a city (not your exact position) to show matches near you by default. You can clear it at any time.
• Around me. Only when you ask to see what is near you, and only with your permission, the app reads your device's position once, in the foreground, and sends it with that request to calculate distances. It is not saved to your profile.
• Alert area. If you set up RAQET+ match alerts with an area on a map, we store the point and radius you choose until you change or remove them.

Website

• This website sets no cookies and uses no analytics or advertising trackers.
• To show pages, our servers receive standard request information such as your IP address, browser type and the page requested. We use it to deliver and protect the website.
• The website loads fonts from Google Fonts, and the club map loads map software from a content-delivery network and map images from a map provider. Your browser contacts those services directly, so they receive your IP address and the request.

4. How we collect information #

• From you, when you create an account, complete your profile, book, play, pay, chat or contact us.
• Automatically, as you use RAQET (for example sessions, results you take part in, and crash reports).
• From other users, for example when another player adds you to a match, enters a result or rates a match you played, or when a club, coach or organizer records a booking, session or entry.
• From service providers, for example payment status from the payment provider, or your name and email from Google or Apple if you sign in with them.

5. How we use information #

• To create and secure your account, and to verify phone numbers, email addresses and businesses.
• To provide bookings, matches, payments and refunds, competitions, coaching, memberships and chat.
• To calculate results, Padel Score, rankings, prestige and reputation.
• To send notifications about your activity (you control optional notifications in the app).
• To provide support, including RAQET AI answers based on your own account facts and RAQET's published rules.
• To moderate content, handle reports and prevent fraud, abuse and security incidents.
• To keep financial and accounting records and meet legal obligations.
• To keep RAQET working and fix problems.

We do not sell your personal information and we do not use it for third-party advertising. The app may show RAQET announcements and campaign banners about RAQET features and events; we will send you marketing emails or SMS only if you have agreed to receive them.

6. Who can see your information #

Other players

• Your display name, profile photo, player number, home city, Padel Score, ranking and tier, achievements and reputation signals, and matches and competitions you take part in.
• The players in your match see your team, your place and your result. They do not see whether you have paid, your payment method, refunds or any other payment detail.
• Members of a chat see the messages sent in it. Your phone number is never shown through chat.

Clubs, coaches and organizers

• The details they need for your booking, session, membership or entry, including payment status for their own bookings.

Visitors to this website

• The website shows clubs, verified coaches and public competitions.
• RAQET has no public directory of players: no public player search, no public player profiles, and nobody is listed publicly just because they have an account.
• Public competition pages do not show players' names. Entrants appear only without identifying details.
• Season rankings are the one place a player's display name may appear publicly, and only once RAQET intentionally publishes the Season tables. They show a display name, ranking points, tier and the RAQET+ badge where it applies, and never a player number, photo, city, contact details or a link to a profile. The Season tables are not published yet.

7. Sharing with service providers and others #

We share the minimum information needed, with:

Some of these services are switched on only as RAQET launches. The list above names the types of provider RAQET uses; we will update it as providers change.

We may also disclose information:

• when the law, a court or a regulator requires it, or to protect people's safety or RAQET's rights;
• to a buyer or successor if RAQET's business is reorganised or sold, subject to this policy.

8. Payments #

Payment providers process card, wallet and bank details on their own systems under their own security rules. RAQET keeps the payment records listed above so we can show receipts, make refunds, settle with clubs and coaches, and meet accounting and tax obligations.

9. Security #

We protect information with measures such as encrypted connections, hashed passwords, revocable sessions, access controls for staff with audit records, rate limits on sensitive actions, and signed, expiring links for private files. No system is perfectly secure; if a security incident affects you, we will tell you as the law requires.

10. Data retention #

We keep personal information for as long as your account is open and, after that, only as long as there is a reason to:

• Account and profile details: until you delete your account.
• Matches, results, rankings and competition records: kept, without your identity after deletion, because other players' histories and rankings depend on them.
• Payment, refund and receipt records: kept for accounting, tax and dispute-resolution purposes.
• Chat messages: kept as part of the other members' conversations.
• Security and audit records: kept to protect accounts and investigate abuse.
• Contact-form messages and support conversations: kept as support records.

Pending decision Exact retention periods for each category are a legal and business decision and will be stated here before publication.

11. Account deletion #

You can delete your account in the app (open Settings from your profile, choose Permanently delete my account and type DELETE to confirm), or ask us from the account deletion page without using the app. Deletion is permanent. It is not a pause or deactivation.

Erased or removed straight away:

• phone number, email address, CNIC number, password, display name, gender, profile photo, home club, playing preferences and self-assessment;
• all signed-in sessions, device push tokens and Google or Apple sign-in links (you are signed out everywhere);
• your notification history, and your name on notifications your messages created for others;
• your personal details inside the account-change history you created;
• your access to any club team you were part of.

Kept, without your name, and why:

• completed matches, results, ranking history, bookings and competition entries, because other players' records depend on them;
• messages in conversations other people are still part of;
• payment, refund and receipt records, for accounting and legal obligations;
• reviews and reports, because they belong to another person's record or a safety case;
• a record that the account was deleted.

After deletion your past activity shows as "Deleted User". A deleted account takes no part in current Season tables or in Top 8 or Finale qualification.

Approved change, being built Three deletion improvements are being built. A deleted account will be removed from current Season tables and qualification (today it can still appear there as "Deleted User"). Your current city and location consent will be cleared (today they stay on the anonymised record). And your player number will no longer be shown for a deleted account (today it stays on the record and can still appear on the deleted profile).

Before you delete:

• Today, any unused RAQET Credits are forfeited when an account is deleted. Credits cannot be withdrawn as cash. Pending decision How unused RAQET Credits are treated when an account is deleted is awaiting an owner and legal decision.
• If you are the only owner of a club on RAQET, transfer ownership first (or contact clubs@raqet.pk).
• Coach, club and organizer business profiles, and their bookings, payouts and competition records, are not closed by deleting your personal account. Contact us to close a business profile.

12. Your choices and rights #

• See and correct most of your profile in the app at any time.
• Notifications: turn optional notifications on or off in the app and your device settings.
• Location: allow or refuse location in your device settings, and clear your current city in the app.
• Sessions: review your signed-in devices and sign them out.
• Block and report other users.
• Delete your account at any time (see above).
• Other requests, such as a copy of your information or a correction you cannot make yourself: write to legal@raqet.pk. We will verify it is you before acting.

13. Children #

RAQET is not designed for children. You must be at least 16 to have a RAQET account. If we learn that an account belongs to someone under 16, we will close it.

Users aged 16 or 17 are under the age of legal majority in Pakistan and may need a parent's or guardian's permission or consent where the law requires it, including before making payments.

For legal review How the law applies to the personal information and payments of users aged 16 and 17 is subject to legal review.

Approved change, being built The app does not yet ask for your age. An age confirmation at sign-up is being added.

14. Where information is stored #

RAQET operates first in Pakistan. Players outside Pakistan may also create accounts.

Pending decision The production hosting region, and any cross-border transfers it involves, will be stated here once the infrastructure is confirmed.

15. Cookies and website tracking #

This website does not set cookies and does not use analytics, advertising or tracking technologies. If we ever add non-essential cookies or analytics, we will update this policy and ask for your consent where required before turning them on.

16. Contact form #

We use what you send through the contact form to route your enquiry to the right team, reply to you, and keep a record of the conversation and of abuse prevention. We never add you to marketing lists because you contacted us.

17. Changes to this policy #

We will post changes on this page with a new date. For material changes we will tell you in the app or by email before they take effect.

18. Contact #

Privacy questions, requests and complaints: legal@raqet.pk. You can also use the contact form and choose "Legal & privacy".