Privacy & Cookie Notice

1. Personal data we collect

We may collect the following personal data:

• Name;
• Email address;
• Phone number;
• WhatsApp username, profile name, profile photo and messages;
• Delivery or collection address;
• Order details, including products ordered and preferences;
• Event registration or attendance information, if applicable;
• Feedback, enquiries and customer service communications;
• Website usage information, such as IP address, browser type, device information, pages visited and cookie identifiers;
• Any other information you voluntarily provide to us.

2. How we collect your personal data

We may collect your personal data when you:

• Subscribe to our newsletter or mailing list;
• Contact us through WhatsApp, phone, email or our website;
• Place an order for collection or delivery;
• Join our WhatsApp group or updates;
• Attend or register for events;
• Visit or browse our website;
• Interact with our social media pages or online content.

3. Purposes for collecting and using your personal data

We may use your personal data for the following purposes:

• To send you weekly updates, newsletters, event information and promotions;
• To process and manage your orders;
• To arrange delivery or collection;
• To respond to enquiries and provide customer service;
• To manage event attendance and community activities;
• To send service-related updates;
• To improve our website, services, products and customer experience;
• To conduct website analytics using tools such as Google Analytics;
• To manage our mailing list using MailerLite;
• To communicate with you through WhatsApp;
• To comply with legal, regulatory, tax, accounting or record-keeping obligations;
• For any other purpose reasonably related to the above.

4. Marketing communications

If you subscribe to our updates, we may send you newsletters, events, product updates and promotional offers.

You may opt out at any time by:

• Clicking the unsubscribe link in our emails;
• Contacting us at owlzerowaste@gmail.com;
• Replying “STOP” to promotional WhatsApp messages, where applicable;
• Leaving our WhatsApp group at any time.

If you opt out of marketing, we may still send you non-marketing messages relating to your orders, deliveries, enquiries or customer service matters.

5. Disclosure of personal data

We may disclose your personal data to:

• MailerLite, for email newsletter and mailing list management;
• Google Analytics, Google Search Console and related Google services, for website analytics and search performance;
• WhatsApp / Meta, when you communicate with us through WhatsApp;
• Delivery or logistics providers, if applicable;
• Website hosting, IT, email and cloud service providers;
• Professional advisers, such as accountants, auditors or legal advisers;
• Government authorities, regulators or law enforcement agencies, where required by law;
• Any other party where you have given consent or where disclosure is reasonably necessary for the purposes stated in this Notice.

6. Transfer of personal data outside Malaysia

Some of our service providers, including MailerLite, Google and WhatsApp / Meta, may process or store personal data outside Malaysia.

By using our website, subscribing to our updates, communicating with us or placing orders, you consent to the transfer, processing and storage of your personal data outside Malaysia where necessary for the purposes stated in this Privacy Notice.

7. Cookies and analytics

We use cookies and similar technologies to operate and improve our website. We may use Google Analytics to understand how visitors use our website, including pages visited, time spent on the website, browser type, device information and general location information.

You can disable cookies through your browser settings. You can also use Google's available opt-out tools where applicable.

For more information, please see our Cookie Notice below.

8. WhatsApp communications

If you contact us through WhatsApp, we may collect your phone number, messages, order details and any information you provide.

Your use of WhatsApp is also subject to WhatsApp / Meta's own privacy policy and terms.

If you join our WhatsApp group, your phone number, profile name and profile photo may be visible to other group members.

9. Providing personal data

Providing personal data is generally voluntary. However, certain information is necessary for specific services. For example:

• Your email address is required if you wish to subscribe to our newsletter;
• Your phone number and order details are required if you wish to order through WhatsApp;
• Your delivery details are required if you request delivery.

If you do not provide the required information, we may not be able to provide the requested service.

10. Access and correction

You may request access to, or correction of, your personal data by contacting us at:

We may request proof of identity before processing your request.

11. Withdrawal of consent

You may withdraw your consent to our use of your personal data, including for marketing purposes, by contacting us or using the unsubscribe options provided.

Please note that withdrawal of consent may affect our ability to provide certain services to you.

12. Retention of personal data

We will retain your personal data for as long as necessary to fulfil the purposes stated in this Notice, including for order management, customer service, legal, accounting and record-keeping purposes.

Newsletter subscriber data will generally be kept until you unsubscribe or request deletion, unless we are required to retain it for legal or legitimate business reasons.

13. Security

We take reasonable steps to protect your personal data from loss, misuse, unauthorised access, disclosure, alteration or destruction.

However, no internet, email or messaging platform is completely secure. Please avoid sending sensitive information, such as payment card details, through WhatsApp or email.

14. Updates to this Notice

We may update this Privacy Notice from time to time. The updated version will be posted on our website with the “Last updated” date.

15. Event photography and video

We may take photos or videos during our events for community updates, social media, website content and promotional purposes. If you do not wish to be photographed or filmed, please inform our team at the event.

For events involving children, we will take reasonable care when using photos or videos. Parents or guardians should inform our team if they do not want themselves or their child to be photographed or filmed. We will seek parent or guardian permission before using identifiable close-up images of children for promotional purposes.

What are cookies?

Cookies are small files placed on your device when you visit a website. They help websites function properly, remember preferences and collect analytics information.

Types of cookies we may use

1. Essential cookies
   These are needed for the website to work properly.
2. Analytics cookies
   We use tools such as Google Analytics to understand website traffic, pages visited, visitor interactions, browser type, device information and general usage patterns.
3. Functionality cookies
   These may help remember preferences or improve your browsing experience.

Google Analytics

We use Google Analytics to help us understand how visitors use our website and improve our services. Google may collect information such as IP address, device information, browser type, pages visited and time spent on the website.

Google may process this information outside Malaysia.

Managing cookies

You can disable or delete cookies through your browser settings. If you disable cookies, some parts of the website may not function properly.

You may also use Google's available opt-out tools where applicable.

Contact

If you have questions about our use of cookies, contact us at:

1. How to order

Orders may be placed through WhatsApp or any other ordering method we make available from time to time.

Our weekly organic food delivery currently operates on the basis of order by Saturday, delivered on Wednesday.

2. Product availability

Our products, especially fresh fruit and vegetables, may vary depending on season, supplier availability and stock levels.

We will try to update customers if an item is unavailable. Where appropriate, we may suggest a substitute, adjust your order or remove the unavailable item.

3. Prices

Prices will be communicated through our website, WhatsApp, order list or other official channels.

Unless stated otherwise:

• Prices are in Malaysian Ringgit;
• Delivery charges may apply;
• Final pricing for items sold by weight may vary depending on actual weight.

4. Payment

Payment is not processed through our website.

Payment methods may include:

• cash;
• bank transfer;
• e-wallet;
• payment on collection.

Please do not send credit card or debit card details through WhatsApp.

5. Delivery and collection

We offer collection and/or delivery depending on your location and our available schedule.

Delivery areas, delivery charges and estimated delivery times will be confirmed when you place your order.

You are responsible for providing accurate delivery details and ensuring someone is available to receive the order.

6. If you are unavailable for delivery

If we are unable to complete delivery because no one is available or the delivery details are incorrect, we will contact you to arrange the next steps.

Additional delivery charges may apply for re-delivery.

For fresh or perishable items, we may not be able to offer a refund if delivery fails due to incorrect information or unavailability.

7. Cancellations

You may cancel or amend your order by contacting us as soon as possible.

Because we work with fresh produce and weekly ordering schedules, cancellations or changes must be made before:

After this deadline, we may not be able to cancel or change your order.

8. Refunds, replacements and issues

If your order is missing, damaged, spoiled or incorrect, please contact us within 24 hours of delivery or collection.

Please provide:

• Your name;
• Order details;
• Description of the issue;
• Photos, where relevant.

Depending on the situation, we may offer a replacement, refund, credit or other reasonable solution.

Because fresh produce is natural and seasonal, minor differences in size, colour, shape or appearance are not considered defects.

9. Allergies and food information

If you have allergies or dietary restrictions, please inform us before ordering.

While we try to handle products carefully, we cannot guarantee that products are free from traces of allergens unless specifically stated.

10. Contact

For order issues, contact us at:

1. About us

This website is operated by:

The website describes OWL as a sustainable living space offering groceries, café food, events and community activities in Tanjung Bungah, Penang.

2. Website information

We try to keep website information accurate and up to date. However, product availability, prices, event details, opening hours and delivery arrangements may change from time to time.

We may update, suspend or remove any part of the website without prior notice.

3. Orders

Orders may be placed through WhatsApp or other methods we make available.

Orders are subject to availability, confirmation and our Ordering, Delivery, Cancellation & Refund Policy.

No payment is processed directly through the website unless we introduce online payment in the future.

4. Events

Event information on the website is provided for general information.

Some events may be free, while others may require booking or payment. Event details may change due to weather, availability, organiser requirements or other circumstances.

For family or child-related events, parents and guardians remain responsible for supervising children unless otherwise stated.

5. Acceptable use

You agree not to:

• Use the website for unlawful purposes;
• Interfere with the security or operation of the website;
• Attempt to access systems or data without permission;
• Submit false, misleading, offensive or harmful content;
• Use the website to send spam or malicious software.

6. Intellectual property

All website content, including text, images, graphics, branding and layout, belongs to us or our licensors unless stated otherwise.

You may view and share website content for personal, non-commercial purposes. You must not copy, reproduce, modify or use our content for commercial purposes without permission.

7. Third-party links and services

Our website may link to third-party websites or services, including WhatsApp, Google services, social media platforms and mailing list providers.

We are not responsible for the content, privacy practices or terms of third-party services.

8. Privacy

Your use of the website and our services is also subject to our Privacy Notice and Cookie Notice.

9. Limitation of liability

To the fullest extent permitted by law, we are not liable for indirect, incidental or consequential losses arising from your use of the website.

Nothing in these Terms excludes liability that cannot be excluded under Malaysian law, including applicable consumer protection laws.

10. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted on our website with the “Last updated” date.

11. Governing law

These Terms are governed by the laws of Malaysia.

Any disputes shall be subject to the courts of Malaysia.