Last updated: 9 September 2026
Bakelova respects your privacy and is committed to handling personal data responsibly. This Privacy Notice explains how Bakelova collects, uses, discloses, stores and otherwise processes personal data when you visit or use bakelova.com, create an account, place or manage an order, become a Baker, apply for verification or Premium, communicate through the Platform, submit a review or dispute, receive a payout or refund, or otherwise interact with Bakelova.
This Notice is intended to be read together with Bakelova’s Terms of Service and any other policy that applies to the feature or service you use.
1. Personal Data We May Collect
Depending on how you use Bakelova, we may collect the following categories of personal data:
Account and contact information
· Full name.
· Email address.
· Telephone or WhatsApp number.
· Username, account identifiers and login-related information.
· Communication preferences and consent records, including optional WhatsApp opt-in status and timestamps.
Baker and business information
· Bakery or business name.
· Business address, service area or operating location.
· SSM registration details, where provided or required.
· Food-handler training information or documents.
· Typhoid vaccination information or documents.
· FoSIM, Home-Based Food Certificate or similar food-business information, where provided.
· Social-media, website or business links.
· Bakery profile information, listings, photographs, pricing, stock, availability and fulfilment information.
Verification and Premium information
· Identification-card details and uploaded identity documents.
· Selfies, identity-verification photographs or other verification material.
· Business, SSM, food-handler or related documents submitted for verification.
· Verification, Premium or eligibility status, review records, application dates and related administrative notes.
· Information reasonably requested to investigate inconsistencies, fraud or account-security concerns.
Customer order and fulfilment information
· Products ordered, quantities, prices, fees and order totals.
· Order status, preparation and fulfilment information.
· Delivery or collection information, including addresses, delivery instructions and contact details where applicable.
· Messages and communications relating to an order.
· Reviews, testimonials, reports, complaints and support requests.
Payment, payout and refund information
· Payment transaction identifiers, payment status, amount and timestamps received from payment providers.
· Baker bank name, account-holder name, bank-account number and payout records where necessary to process Baker payouts.
· Customer bank name, account-holder name and bank-account number where needed to process an approved refund.
· Refund, dispute, payout-hold and settlement records.
Payment providers may separately collect payment-card, online-banking or other payment information under their own terms and privacy notices. Bakelova does not need to store a customer’s online-banking password or complete banking login credentials.
Dispute, safety and support information
· Messages, photographs, uploaded evidence, complaints, incident reports and resolution records.
· Information relevant to suspected fraud, abuse, prohibited listings, food-safety concerns or other policy violations.
Technical and usage information
· IP address.
· Browser, device and operating-system information.
· Login, security and diagnostic records.
· Cookies and website-usage information where collected.
· Page activity, preferences and other technical information reasonably required to operate, secure or improve the Platform.
2. How We Use Personal Data
We may use personal data to:
· Create, authenticate and administer Bakelova accounts.
· Provide and operate the Bakelova marketplace.
· Verify Baker eligibility, identity, business information and account ownership.
· Review and administer verification and Premium applications.
· Create, process, manage and support Quick Orders and other marketplace transactions.
· Facilitate payments, Baker payouts and approved customer refunds.
· Allow customers and Bakers to communicate in connection with orders or marketplace activity.
· Send service, account, payment, order, dispute, security and other transactional communications.
· Send optional WhatsApp or promotional communications where the relevant consent or other legal requirement is satisfied.
· Investigate and resolve complaints, disputes, refunds, fraud, abuse, safety issues and policy breaches.
· Protect Bakelova, customers, Bakers and other users.
· Maintain accounting, audit, transaction, dispute and compliance records.
· Improve Platform functionality, reliability, security and user experience.
· Comply with applicable legal, regulatory or lawful governmental requirements.
3. Sources of Personal Data
We may obtain personal data directly from you, from another user involved in a transaction with you, from payment, payout, hosting, communication or other service providers, from your activity on the Platform, or from publicly available sources where reasonably necessary for verification, fraud prevention, safety or legal compliance.
4. Disclosure of Personal Data
Bakelova may disclose relevant personal data only where reasonably necessary for the purposes described in this Notice, including to:
· Customers or Bakers where information is necessary to complete, manage or support a transaction.
· Payment processors, payout providers, banks or financial-service providers used to process payments, payouts or refunds.
· Delivery or logistics providers where a service is integrated or where disclosure is necessary for fulfilment and authorized.
· Hosting, security, email, WhatsApp or messaging, analytics, storage and other technology providers acting for Bakelova.
· Professional advisers such as lawyers, accountants, auditors or insurers where reasonably necessary.
· Regulators, courts, enforcement agencies, government authorities or other persons where disclosure is required or permitted by law.
· A genuine purchaser, investor, successor or professional adviser in connection with a proposed or completed corporate transaction, subject to appropriate confidentiality and legal safeguards.
Bakelova does not sell personal data simply for third parties to use for their own unrelated marketing.
5. Identity and Verification Documents
Verification documents may be collected for identity verification, fraud prevention, account security, Baker eligibility, Premium eligibility, safety, compliance and related record-keeping purposes.
Identity documents and verification photographs are not intended for public display. Public Baker profiles may display suitable marketplace information such as bakery name, verification status and other information the Baker chooses or is required to publish, but should not display identity-document numbers.
Access to full verification documents should be limited to authorized personnel and service providers who need the information for legitimate verification, compliance or security purposes.
6. Payment, Bank and Refund Information
Bakelova may retain limited transaction and bank-account information necessary to administer payments, Baker payouts, approved refunds, reconciliation, dispute handling, fraud prevention and legal or accounting records.
Where practical, bank-account numbers should be masked in ordinary administrative displays and access to complete banking details should be restricted to functions and personnel that require them.
7. Data Security
Bakelova takes reasonable administrative, technical and organizational measures designed to protect personal data against loss, misuse, unauthorized access, disclosure, alteration or destruction. However, no internet-based service can guarantee absolute security.
Users are responsible for protecting their own passwords, devices and account access and should notify Bakelova promptly if they suspect unauthorized account activity.
8. Data Retention
Bakelova retains personal data only for as long as reasonably necessary for the purposes for which it was collected, including account administration, order fulfilment, customer support, payouts, refunds, accounting, fraud prevention, dispute handling, verification and compliance with legal or regulatory requirements.
Different categories of information may be retained for different periods. Certain marketplace, supplier and transaction records may need to be maintained for periods required by applicable Malaysian law or e-commerce regulations. When personal data is no longer reasonably required, Bakelova should delete, anonymize or securely dispose of it, subject to lawful retention needs.
9. Accuracy, Access and Correction
Users should keep their information accurate and reasonably up to date. Subject to applicable law and appropriate identity verification, individuals may request access to personal data held about them and request correction of inaccurate or incomplete personal data.
Requests may be made by contacting support@bakelova.com.
10. Withdrawal of Consent and Communication Choices
Where Bakelova relies on consent for a particular use of personal data, you may withdraw that consent subject to applicable law and any consequences explained when the consent was obtained. Withdrawal does not affect processing that was lawfully carried out before the withdrawal.
Optional WhatsApp and marketing preferences are separate from communications that are reasonably necessary to manage an account, order, payment, dispute, security matter or other service requested by the user.
11. Cookies and Website Technology
Bakelova may use cookies and similar technologies for login functionality, account security, preferences, website operation, analytics and performance.
Where consent is required for non-essential cookies or similar technologies, Bakelova should provide an appropriate choice mechanism.
12. Cross-Border Processing
Some technology, hosting, payment, communication or other service providers may process or store information outside Malaysia. Where cross-border processing occurs, Bakelova will take reasonable steps to use service providers and safeguards appropriate to applicable Malaysian data-protection requirements.
13. Children
Bakelova is intended for users aged 18 and above. If Bakelova becomes aware that an account has been created by a child contrary to the Terms of Service, Bakelova may take reasonable steps to close the account and handle the related personal data appropriately.
14. Changes to This Privacy Notice
Bakelova may update this Privacy Notice from time to time to reflect changes in the Platform, service providers, data practices or legal requirements. The current version will be published on the Bakelova website with its effective or last-updated date.
15. Contact
For questions, access or correction requests, or concerns relating to privacy or personal data, please contact:
Bakelova Support
Email: support@bakelova.com