This Privacy Policy explains how Cloud Food System (“Norra”, “we”, “us”, or “our”) collects, uses, stores, shares, and protects personal data when you access or use Norra's products and services, including the Norra platform, POS system, websites, applications, Zalo Mini Apps, reservation services, loyalty programs, ordering services, and related services.
By using our services, you acknowledge that you have read and understood this Privacy Policy.

1. Scope
This Privacy Policy applies to personal data processed through Norra's products and services, including:

• Restaurant management and POS services;

• Table reservations and booking services (“Reservations”);

• Loyalty and membership programs;

• Online ordering, takeaway and delivery services;

• Zalo Mini Apps;

• Websites, applications and other digital services operated or supported by Norra.

In certain cases, Norra provides technology services to restaurants, F&B brands, merchants or other businesses (“Merchants”). When you interact with a Merchant through Norra, certain personal data may be processed by Norra on behalf of that Merchant.

2. Personal Data We May Collect

Depending on the services you use, we may collect or process the following information.
2.1 Contact and Identification Information

This may include:

• Full name;

• Phone number;

• Email address;

• Date of birth and gender, where voluntarily provided;

• Account or user identifiers;

• Zalo account information made available to us with your permission;

• Other information you voluntarily provide.

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2.2 Reservation Information
When you make a reservation, we may process:

• Restaurant or location selected;

• Reservation date and time;

• Number of guests;

• Contact information;

• Reservation notes or special requests;

• Reservation status;

• Reservation, modification and cancellation history.

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2.3 Order and Transaction Information
This may include:

• Products and services ordered;

• Order details;

• Transaction value;

• Merchant and location;

• Date and time of transactions;

• Payment method;

• Purchase and transaction history.

Where payments are processed by third-party payment providers, Norra generally does not store complete payment-card information unless permitted and necessary under applicable law.

2.4 Loyalty Information
Where you participate in a loyalty or membership program, we may process:

• Membership information;

• Loyalty points;

• Membership tier;

• Vouchers and rewards;

• Earning and redemption history;

• Related purchase history.

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2.5 Technical and Usage Information
When you use our services, certain technical information may be collected automatically, including:

• Device type;

• Operating system and browser;

• IP address;

• Access date and time;

• Application and system activity;

• System logs;

• Error, performance and security information.

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3. How We Use Personal Data
We may process personal data for purposes including:

• Providing and operating Norra services;

• Creating and managing reservations;

• Sending reservation confirmations, reminders and updates;

• Processing orders and transactions;

• Managing customer accounts, membership and loyalty programs;

• Providing customer support;

• Sending service-related notifications;

• Improving our products, services and user experience;

• Analyzing service performance and usage;

• Maintaining system security and preventing fraud or unauthorized access;

• Meeting legal and regulatory obligations;

• Resolving disputes and enforcing applicable agreements;

• Sending promotions, offers or marketing communications where you have provided the required consent or where otherwise permitted by applicable law.

We will not process personal data for purposes materially incompatible with the purposes communicated to you unless there is an appropriate legal basis for doing so.

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4. Zalo Mini App and Third-Party Platforms
When you access Norra services through Zalo Mini App or another third-party platform, we may receive information made available by that platform according to the permissions you grant.
We only request information reasonably necessary to provide the relevant features and services.
Information independently collected and processed by Zalo or other third-party platforms is subject to their respective privacy policies and terms.

5. Sharing of Personal Data
Norra does not sell your personal data.
Where necessary to provide our services, personal data may be shared with:

• The restaurant, F&B brand or Merchant with which you make a reservation or transaction;

• Payment service providers;

• Delivery and logistics providers;

• SMS, email and communication service providers;

• Cloud hosting and technology service providers;

• Zalo and other integrated platforms;

• Service providers supporting Norra's operations;

• Professional advisers where reasonably necessary;

• Government authorities where disclosure is required or permitted by applicable law.

We seek to limit access to personal data to what is reasonably necessary for the relevant service or purpose.

6. Marketing Communications
Where permitted and where required consent has been obtained, Norra and/or the relevant Merchant may send information such as:

• Promotions;

• Vouchers;

• Member benefits;

• Events;

• Special offers;

• Information about new products or services.

You may unsubscribe or withdraw from marketing communications through the available unsubscribe mechanism, your account preferences or by contacting us.
Opting out of marketing communications will not prevent us from sending necessary operational communications relating to your reservations, orders, transactions, account or services.

7. Data Retention
We retain personal data only for as long as reasonably necessary to:

• Provide our services;

• Fulfil the purposes described in this Privacy Policy;

• Perform contractual obligations;

• Meet legal and regulatory requirements;

• Resolve disputes;

• Prevent fraud and maintain system security.

Where personal data is no longer required, we may delete, destroy, anonymize or otherwise process it in accordance with applicable law and our internal data-retention procedures.

8. Data Security
Norra implements reasonable technical and organizational measures designed to protect personal data against:

• Unauthorized access;

• Unauthorized disclosure;

• Accidental loss;

• Misuse;

• Unauthorized alteration or destruction.

Such measures may include access controls, authentication, system logging, infrastructure security and other appropriate security controls.
However, no method of electronic transmission or storage can be guaranteed to be completely secure.

9. Your Personal Data Rights
Subject to applicable law and the circumstances of each request, you may have rights regarding your personal data, including the right to:

• Be informed about the processing of your personal data;

• Give or refuse consent where consent is required;

• Access your personal data;

• Request correction or updating of your personal data;

• Withdraw consent;

• Request deletion of personal data;

• Request restriction of certain processing activities;

• Object to certain processing activities;

• Submit complaints or exercise other rights provided by applicable law.

Certain requests may be subject to limitations where continued processing is required or permitted by law.
To exercise your rights, please contact us using the details provided in Section 13.

10. Children's Personal Data
Norra does not intentionally request personal data from children beyond what is reasonably necessary to provide its services.
Where personal data relating to children is processed, Norra and relevant parties will implement appropriate measures and obtain any necessary consent from parents, guardians or other authorized persons where required by applicable law.

11. Cross-Border Processing and Service Providers
Some technology, infrastructure or service providers used by Norra may process data from locations outside Vietnam.
Where personal data is transferred or processed across borders, Norra will take appropriate measures and comply with applicable legal requirements relating to such processing.

12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect:

• Changes to our services;

• Changes to our data-processing practices;

• New features or integrations;

• Legal or regulatory requirements.

The latest version will be published through an appropriate Norra website, application, Mini App or other communication channel.
Where required, we will provide additional notice or obtain consent for material changes.

13. Contact Us
If you have questions, requests or complaints concerning this Privacy Policy or the processing of your personal data, please contact:
Cloud Food System – Norra
Privacy / Support Email: support@norra.ai 
 

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