Privacy Policy

This Privacy Policy describes how Zippiq collects, uses, shares, and protects your personal data when you use the Zippiq mobile applications, the website at www.zippiq.in, and related services (the “Platform”). It is published in accordance with the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023 (“DPDP Act”).

1. Who we are

The Platform is operated by New Dawn IT Solutions, 1st Floor, KC Centre, Karunagappally, Kerala, India (“Zippiq”, “we”, “us”, “our”), which acts as the Data Fiduciary for the personal data described below.

2. Information we collect

• Account information: name, phone number, email (where provided), profile photo, and authentication tokens.
• Address & location data: saved delivery addresses, your device location while you use the Platform (to match you with nearby vendors and partners and to compute ETAs), and pickup / drop locations for transport.
• Order & transaction data: items ordered, voice recordings (for voice orders), photos (for handwritten list orders), order status, ratings, and payment metadata (we do not store full card numbers).
• Vendor / partner KYC data (where applicable): business name, GST and FSSAI numbers, shop licence, driving licence, vehicle registration, insurance, and PUC certificate, collected for verification.
• Device & usage data: device type, operating system, app version, IP address, crash logs, and interaction events used for troubleshooting and product improvement.
• Communications: messages and attachments you send to support, ratings, and complaints.

3. How we use your information

• To create and operate your account and authenticate logins.
• To process and fulfil your orders and rides, including matching you with vendors and partners.
• To improve our AI’s understanding of order intent (voice, text, and image parsing) for customers in Kerala.
• To send order, ride, and service updates, receipts, and customer-support messages.
• To detect and prevent fraud, abuse, and policy violations.
• To comply with applicable law, including tax, accounting, and lawful requests from authorities.
• To improve the Platform, develop new features, and conduct internal analytics.

4. Information sharing

We share the minimum information necessary with the following categories of recipients, all of whom are bound by confidentiality obligations:

• Vendors — your name, order items, and a contact channel to fulfil the order.
• Delivery and transport partners — your name, pickup and drop addresses, masked phone number, and order details required for safe handover or carriage.
• Payment processors — Razorpay and other RBI-regulated payment service providers, for processing transactions and refunds.
• Cloud and infrastructure providers — hosting, database, push notification, analytics, and crash-reporting providers (e.g. Vercel, Hostinger, Google Firebase) that process data on our behalf.
• Authorities — when required by law, court order, or to protect rights, safety, or property.

We do not sell your personal data, and we do not share it with third parties for their independent marketing.

5. Cross-border transfers

Some of the service providers listed above may process data on servers located outside India. Where this happens, we rely on standard contractual protections and the lawful transfer mechanisms permitted under the DPDP Act and applicable Indian law to ensure your data continues to receive an adequate level of protection.

6. Cookies & tracking

The website uses cookies and similar technologies for session management, security, and basic analytics. The mobile apps use platform-provided identifiers (such as the Android Advertising ID and Apple IDFV) and SDKs for crash reporting and push notifications. You can control these via your device settings. Disabling some technologies may affect functionality such as staying signed in or receiving order updates.

7. Data security

We use encryption in transit (HTTPS/TLS), access controls, audit logging, and other technical and organisational measures consistent with the IT Rules, 2011 and the DPDP Act. No system is perfectly secure, however, and we cannot guarantee absolute security.

8. Data retention

We retain account data while your account is active and for a reasonable period thereafter to handle disputes, comply with legal, tax, and accounting obligations (typically up to 8 years for transactional records under Indian law), and to enforce our agreements. KYC documents are retained for as long as required by applicable law. Anonymised or aggregated data may be retained indefinitely.

9. Your rights under the DPDP Act

Subject to applicable law, you have the right to:

• access a summary of your personal data and how it is processed;
• correct or update inaccurate or incomplete data;
• erase data that is no longer required for the purpose for which it was collected, subject to legal retention obligations;
• withdraw consent where processing is based on consent;
• nominate another individual to exercise these rights in the event of your death or incapacity;
• raise a grievance with our Grievance Officer (see below) and, if unresolved, with the Data Protection Board of India.

You can also delete your account directly from the app, or by visiting /delete-account.

10. Children’s data

The Platform is not directed to children under the age of 18. We do not knowingly collect personal data of children. If you believe a child has provided us with personal data, please contact our Grievance Officer and we will take steps to delete it.

11. Grievance Officer

In accordance with the Information Technology Act, 2000, the rules framed thereunder, and the DPDP Act, the contact details of our Grievance Officer are:

We will acknowledge complaints within 48 hours and endeavour to resolve them within 30 days of receipt.

12. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be notified through the app, email, or a notice on the website. The “Last updated” date at the top of this page reflects the latest revision.

13. Contact

For any privacy-related questions or requests, contact us at support@zippiq.in.