Privacy Policy

For the purposes of this Policy:

• "Personal Data" means any data about an individual who is identifiable by or in relation to such data, whether directly or indirectly, in accordance with applicable law.
• "Sensitive Personal Data" means Personal Data such as financial information, passwords, health data, or any other category classified as sensitive under applicable law.
• "Processing" means any operation performed on Personal Data, including collection, recording, storage, use, disclosure, transmission, and erasure.
• "Service Partner" means an independent professional or vendor who offers services to Users through the Platform.
• "Driver Partner" means an independent driver who registers on the Platform to offer logistics, goods-transportation, or allied movement services to Users.

This Policy applies to all Users, Service Partners, and Driver Partners who access or use the Platform. It does not apply to information collected by any third party, including Service Partners, through any means other than the Platform, or to third-party websites or services that may be linked to or accessible from the Platform.

We collect the following categories of Personal Data about you, either directly from you or automatically as you use the Platform:

• (a) Identity and Contact Data — your name, gender, date of birth, profile photograph, residential or service address, email address, and mobile number, collected when you register for or use the Platform.
• (b) Service and Household Data — information you provide to enable us or our Service Partners to render the Services, such as the nature of service requested, number of household members, presence of pets, number of rooms, property dimensions, and any special instructions or preferences relevant to the Services.
• (c) Transaction and Payment Data — details of bookings and orders placed, service history, invoices, and limited payment information (such as the last four digits of a card, UPI ID, or payment reference) shared with us by our payment gateway partners for the purpose of tracking and reconciling transactions. We do not store full card details on our own servers.
• (d) Communications Data — records of your communications with us or with Service Partners through the Platform, including in-app chats, call logs (which may be masked), support tickets, feedback, ratings, and reviews.
• (e) Technical and Usage Data — your IP address, device identifiers, device type and operating system, browser type, internet service provider, app version, log files, pages viewed, clicks, session duration, referring URLs, approximate or precise location data (where permitted by your device settings), and similar data collected automatically through cookies and similar technologies described in Clause 6.
• (f) Driver Partner Data— if you register as a Driver Partner, we additionally collect your profile photograph, government-issued identification documents, and other Know-Your-Customer (“KYC”) details; vehicle-related documents such as the registration certificate, insurance, pollution-under-control certificate, and driving licence; bank account details for payouts; utility bills for address verification; and, where permitted by law, background-check and identity-verification information such as prior driving history or criminal record, which may be collected on our behalf by an authorised third-party vendor. Where you enable location-based or contact-list features as a Driver Partner (for example, to prevent fraud or to participate in a referral programme), we collect the specific data you have consented to share, as described in Clause 5.
• (g) Information from Third Parties — we may receive Personal Data about you from Service Partners, Driver Partners, our payment processors, analytics and advertising partners, background-verification vendors, and publicly available sources, which we combine with the Personal Data we hold about you in accordance with this Policy.

Where we collect Personal Data by law or as necessary to perform our Terms with you and you choose not to provide it, we may be unable to create your account, process your request, or provide you with the Services.

• Directly from you, when you create an account, book a service, make a payment, participate in a promotion or survey, or contact our support team.
• Automatically, through cookies, SDKs, web beacons, and similar technologies as you browse or use the Platform.
• From Service Partners and Driver Partners, after they have rendered Services to you, for quality, safety, and payment reconciliation purposes.
• From third parties, such as analytics providers, advertising networks, background-verification vendors, and payment gateways, acting on our instructions or their own privacy notices.

We process your Personal Data only where permitted by applicable law, including where necessary to perform our contract with you, to comply with a legal obligation, or with your consent. We use your Personal Data to:

• create, verify, and maintain your account on the Platform;
• connect you with Service Partners or Driver Partners and facilitate the booking, delivery, transportation, and payment of Services;
• process payments and maintain transaction records;
• communicate with you regarding bookings, order updates, trip status, and Service-related alerts;
• track the status of a booking or trip, including for the generation of receipts and provision of customer support;
• verify the identity, background, and vehicle documentation of Driver Partners, and enable safety features for Users and Driver Partners alike;
• respond to your queries, complaints, and support requests;
• personalise your experience and recommend relevant Services;
• send you promotional and marketing communications, where you have consented to receive them;
• monitor, analyse, and improve the performance, safety, and security of the Platform;
• detect, investigate, and prevent fraud, unauthorised access, and other prohibited activity;
• comply with applicable law, regulatory requirements, and lawful requests from public authorities; and
• establish, exercise, or defend legal claims.

Where you enable location permissions on your device, we collect precise or approximate location data while the Platform is running in the foreground (and, for Driver Partners actively fulfilling a booking, for the duration of that trip) to enable pickup and drop-off, generate accurate receipts, provide customer support, and enable safety features. Location data collected from a Driver Partner during a trip may be linked to the corresponding User’s booking even where the User has not independently enabled location sharing on their own device, so that we can provide trip-related Services such as live tracking, receipts, and support.

If you register as a Driver Partner, we may request access to certain features on your device (such as installed-application information) for the purpose of preventing fraud on the Platform. If you choose to participate in a referral programme, we will access your phone’s contact list only after you have selected and consented to share specific contact numbers for that purpose; we do not share the contact numbers you select with any third party.

We may share a Driver Partner’s name, phone number, vehicle details, and, where applicable, profile photograph with the User to whom they are matched, solely to enable the safe and effective provision of the Services for that booking.

The Platform uses cookies, SDKs, and similar tracking technologies to recognise your device, remember your preferences, understand how the Platform is used, and improve your experience. These technologies may be placed by us or by third-party analytics and advertising partners engaged by us.

Most browsers and mobile operating systems allow you to control or disable cookies through their settings. If you disable cookies, certain features of the Platform may not function correctly. We do not control cookies placed by third parties and encourage you to review their respective privacy policies.

We do not sell your Personal Data. We may share your Personal Data with the following categories of recipients, solely for the purposes described in this Policy:

• Service Partners or Driver Partners, to the extent necessary for them to provide the Services you have requested;
• payment gateways and financial institutions, to process payments and prevent fraud;
• background-verification vendors engaged to conduct identity and background checks on prospective Driver Partners;
• vendors and service providers who support our operations, such as cloud hosting, analytics, customer support, and marketing service providers, under contractual confidentiality obligations;
• affiliates and group companies of Karigarium, for the purposes described in this Policy;
• government authorities, regulators, or law enforcement agencies, where required by applicable law, legal process, or to protect the rights, safety, or property of Karigarium, our Users, or the public; and
• a successor entity, in connection with a merger, acquisition, restructuring, or sale of business assets, subject to that entity agreeing to protect your Personal Data in a manner consistent with this Policy.

We require third parties who process Personal Data on our behalf to implement appropriate safeguards and to use such data solely for the purposes for which it was shared.

The Platform may contain links to third-party websites or services that are not owned or controlled by us. This Policy does not apply to such third-party services, and we are not responsible for their content or privacy practices. We encourage you to review the privacy policy of every third-party service you access.

Your Personal Data may be stored and processed on servers located within or outside India, including where our service providers or hosting infrastructure are located outside India, subject to compliance with applicable law, including any restrictions on transfer to specific countries that may be notified by the Central Government under the DPDP Law. By using the Platform, you consent to such transfer, storage, and processing.

We implement reasonable technical, organisational, and physical security safeguards designed to protect your Personal Data against unauthorised access, alteration, disclosure, or destruction, consistent with the standards prescribed under the SPDI Rules and the DPDP Law. These include encryption in transit, access controls, and masked communication channels between Users and Service Partners, where applicable.

No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your Personal Data, we cannot guarantee its absolute security. You are responsible for keeping your account credentials confidential. In the event of a Personal Data breach affecting you, we will notify you and the Data Protection Board of India in accordance with applicable law.

We retain your Personal Data only for as long as necessary to fulfil the purposes described in this Policy, including to provide the Services, comply with our legal and regulatory obligations, resolve disputes, and enforce our agreements. Transaction records may be retained for the period mandated under applicable tax, accounting, and other laws even after your account is closed. Where Personal Data is no longer required, we will delete or anonymise it, unless retention is required by law.

Subject to applicable law, including the DPDP Law, you have the following rights in relation to your Personal Data:

• Right to Access: to request a summary of the Personal Data we hold about you and the processing activities undertaken.
• Right to Correction and Erasure: to request correction of inaccurate or incomplete Personal Data, or erasure of Personal Data that is no longer necessary for the purpose it was collected, subject to our legal retention obligations.
• Right to Withdraw Consent: to withdraw consent previously given, at any time, without affecting the lawfulness of processing carried out before such withdrawal.
• Right to Grievance Redressal: to raise a grievance regarding the processing of your Personal Data with our Grievance Officer named in Clause 17.
• Right to Nominate: to nominate another individual to exercise these rights on your behalf in the event of your death or incapacity, in accordance with the DPDP Law.

To exercise any of these rights, please write to us at the email address provided in Clause 18. We may take reasonable steps to verify your identity before acting on your request and may charge a nominal fee for certain requests, where permitted by law.

Where you have consented to receive marketing or promotional communications from us, you may opt out at any time using the unsubscribe link provided in such communications, or by writing to us at the email address in Clause 18. We may take up to ten (10) business days to give effect to your opt-out request. Even after opting out of marketing communications, we may continue to send you transactional and Service-related communications necessary for your use of the Platform.

The Platform is intended for use only by individuals who are at least 18 (eighteen) years of age and competent to enter into a binding contract under the Indian Contract Act, 1872. We do not knowingly collect Personal Data from children. Where the DPDP Law requires verifiable parental or guardian consent for the processing of a child’s Personal Data, we will obtain such consent through appropriate technical and organisational measures before processing. If we become aware that we have inadvertently collected Personal Data from a child without such consent, we will take steps to delete it.

You may request deletion of your account and associated Personal Data at any time by writing to us at the email address provided in Clause 18. We will process such requests within a reasonable time, ordinarily not exceeding seven (7) working days, subject to our right to retain certain data as required by applicable law, including transaction records, safety and fraud-prevention records, and trip or location history for Driver Partners where legally or operationally required, or information necessary to resolve disputes or enforce our agreements.

In accordance with Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, you shall not host, display, upload, modify, publish, transmit, store, update, or share any information on the Platform that:

• belongs to another person and to which you do not have any right;
• is defamatory, obscene, pornographic, paedophilic, invasive of another’s privacy (including bodily privacy), insulting or harassing on the basis of gender, libellous, racially or ethnically objectionable, or relates to or encourages money laundering or gambling;
• is harmful to a child;
• infringes any patent, trademark, copyright, or other proprietary right;
• violates any applicable law;
• deceives or misleads the addressee about the origin of the message, or knowingly communicates information that is patently false or misleading but may reasonably be perceived as fact;
• impersonates another person;
• threatens the unity, integrity, defence, security, or sovereignty of India, friendly relations with foreign states, or public order, or incites the commission of a cognisable offence;
• contains a virus or other code designed to interrupt, destroy, or limit the functionality of any computer resource; or
• is patently false and is published with the intent to mislead or harass a person, entity, or agency for financial gain or to cause injury.

Where we become aware of non-compliant information or a breach of this Clause, we reserve the right to remove such information, and to restrict or terminate the relevant User’s or Driver Partner’s access to the Platform, in each case in accordance with applicable law.

In accordance with the Information Technology Act, 2000, the rules made thereunder, and the DPDP Law, the details of our Grievance Officer are as follows:

Name

[Insert Grievance Officer's Name]

Designation

[Insert Designation]

Email

[Insert Grievance Email, e.g. grievance@snel.in]

Contact Number

[Insert Contact Number]

Address

H.No-C-8, Gali No-1, Sankar Vihar-II, Chipiyana Bujurg, Ghaziabad – 201001, Uttar Pradesh, India

The Grievance Officer will acknowledge and endeavour to redress your grievance within the timelines prescribed under applicable law, ordinarily within one (1) month of receipt of a written complaint. You may also file a complaint with the Data Protection Board of India in accordance with the DPDP Law.

If you have any questions, comments, or concerns about this Policy or our data practices, please write to us at support@snel.in or at our registered office address set out at the top of this Policy. For any queries or concerns specifically regarding the Services, kindly email us at support@snel.in.

We may update this Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. The “Last Updated” date at the top of this Policy indicates when it was last revised. Where a change is material, we will notify you through the Platform or other appropriate means before it takes effect. We encourage you to review this Policy periodically. Your continued use of the Platform after any update constitutes your acceptance of the revised Policy, to the extent permitted by applicable law.

This Policy is governed by the laws of India. Subject to the dispute resolution provisions, if any, contained in our Terms, the courts at Ghaziabad, Uttar Pradesh shall have exclusive jurisdiction over any disputes arising out of or in connection with this Policy.