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How xnova Handles Your Privacy

We collect only what we need to run your account, process your bKash, Nagad or Rocket transactions, and keep your wallet secure.

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xnova How xnova Handles Your Privacy
PRIVACY HELP CHANNELS

How to Reach Us About Your Data

If you have a question about your personal information, want to correct something, or need to request deletion, we have direct channels open for you. Our support team handles privacy queries with the same priority as payment issues — your data concerns do not sit in a low-priority queue. Reach out through whichever method suits you, and reference your account email so we can locate your records quickly.

Team online

Live Chat

Open the chat widget from any page on our site. Tell the agent your query is about privacy or data access. They will either resolve it directly or escalate to our data team within the same conversation, so you are not left waiting for a callback.

Email Request

Send your privacy request to our support email with the subject line containing your account email. Include what data you want accessed, corrected or removed. We aim to acknowledge your request promptly and action it within a reasonable timeframe as local regulations allow.

Account Settings

Log into your xnova account and head to the profile section. You can update your contact details, change your phone number, and manage notification preferences directly. For full data export or deletion, use live chat or email since those require manual verification steps.

DATA HANDLING PRACTICES

How We Protect and Manage Your Information

We built our data practices around the principle that your information belongs to you — we just need certain pieces of it to operate your account, process payments through bKash, Nagad or Rocket, and keep the platform running smoothly. Below are the specific ways we handle different aspects of your data, from collection through to deletion.

Encryption in Transit

Every connection between your device and our servers uses SSL encryption. Whether you are logging in from a mobile browser or depositing through Nagad, the data moving between you and us is encrypted so it cannot be intercepted by third parties during transmission.

Cookie Management

We use session cookies to keep you logged in and preference cookies to remember your language and lobby layout. Analytics cookies help us understand which sections of the platform get visited most. You can clear cookies from your browser settings at any time, though you will need to log in again.

Account Security Layers

Your account is protected by your password and an OTP sent to your registered phone number during sensitive actions like withdrawal requests or password changes. We never ask for your bKash or Rocket PIN through chat, email or any other channel — that stays between you and your wallet provider.

Data Retention Period

We keep your account data and transaction history for as long as your account is active, plus any additional period required by applicable local law. Once you request closure and the mandatory retention window passes, we delete or anonymise your personal records so they are no longer linked to you.

Third-Party Sharing Limits

We share data only with payment processors handling your bKash, Nagad or Rocket transfers, identity verification partners, and where legally required by authorities in eligible jurisdictions. We do not sell your personal information to advertisers, data brokers or any unrelated commercial entity.

Your Right to Access and Delete

You can request a copy of all personal data we hold about you, ask us to correct inaccuracies, or request deletion entirely — subject to any legal retention obligations. Contact our support through live chat or email, confirm your identity through the OTP process, and we will action your request.

Common Questions About Your Data and Privacy

We get regular questions from account holders about what we collect, how we use it, and what control you have. Here are the ones that come up most often — each answered plainly without legal jargon where possible.

We collect your name, email address, phone number and date of birth during registration. If you deposit through bKash, Nagad or Rocket, we also receive the transaction reference from your wallet provider. We do not store your wallet PIN or app login credentials on our side.

No. We do not sell or share your personal information with advertisers, data brokers or marketing firms. Data sharing is limited to payment processors for your bKash, Nagad or Rocket transactions, identity verification partners, and legal obligations where required by authorities in eligible regions.

Open a live chat session or send an email to our support team referencing your registered account email. You will need to verify your identity through an OTP sent to your phone. Once confirmed, we compile your data and provide it to you within a reasonable timeframe.

Yes. You can request full deletion of your personal data by contacting support. We will process the request after identity verification. Keep in mind that if local law in your jurisdiction requires us to retain certain records for a set period, we must comply before completing the deletion.

Once you request account closure, we retain your data only for the period required by applicable local regulations. After that window passes, your personal information is permanently deleted or anonymised so it can no longer be traced back to you as an individual.

We use session cookies for login persistence, preference cookies for your layout and language, and analytics cookies to understand traffic patterns. You can clear or block cookies through your browser settings at any time. Clearing them will log you out and reset your saved preferences.

We store the transaction reference number, amount and timestamp so we can match deposits and withdrawals to your account wallet. We do not store your mobile wallet PIN, bKash app password, or Nagad MPIN. Those credentials remain solely with your wallet provider.

All data transmitted between your device and our servers is encrypted using SSL. This applies to every action — logging in, depositing through Rocket, browsing the lobby, or updating your profile. The encryption prevents third parties from reading your information while it moves across the network.

If we detect unauthorised access to systems holding your personal data, we will notify affected account holders through their registered email and phone number. We will explain what happened, what data may have been exposed, and what steps you should take, including changing your password.

Our services and this policy are subject to local law and eligible regions. If your jurisdiction imposes specific data protection requirements, we comply with those. Availability of certain features or data handling practices may vary depending on where you access the platform from.

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