FreshPe Privacy Policy

1. Applicability of this Privacy Policy

This Privacy Policy applies to information collected through:

• FreshPe mobile application;
• FreshPe website, including www.freshpe.in;
• customer support interactions;
• order placement and delivery processes;
• payment processing;
• account registration and authentication;
• push notifications and service updates;
• any other feature, service, or communication provided by FreshPe.

This Privacy Policy does not apply to information collected directly by third-party websites, payment gateways, banks, UPI applications, delivery service providers, cloud providers, or any other third-party platform that may be linked to or integrated with FreshPe. Such third parties may have their own privacy policies and terms of use.

2. Consent

By using FreshPe, you consent to the collection, storage, processing, use, disclosure, and transfer of your information as described in this Privacy Policy.

Where required by law, device operating system rules, or app store policies, we may request your specific permission before collecting certain data, such as precise location, notifications, or device-related information.

You may choose not to provide certain information or withdraw permissions through your device settings. However, doing so may affect your ability to use certain features of the Platform, including delivery location detection, live delivery tracking, order placement, account authentication, payment processing, and customer support.

3. Information We Collect

We collect different types of information depending on how you use the Platform.

3.1 Personal Information

When you register, log in, place an order, contact support, or use FreshPe services, we may collect personal information including:

• full name;
• mobile phone number;
• delivery address;
• email address, if provided;
• profile details;
• saved addresses;
• customer support details;
• feedback, complaints, or queries submitted by you.

This information helps us create your account, verify your identity, deliver grocery orders, contact you regarding your orders, provide customer support, and improve our services.

3.2 Account and Authentication Information

FreshPe uses phone OTP-based login and Firebase Authentication to help users securely create and access their accounts.

• mobile number;
• OTP verification status;
• authentication tokens;
• user account ID;
• login timestamps;
• account status;
• device or session information required for authentication.

We do not ask users to share OTPs with FreshPe staff. You should never share your OTP, account access, or authentication credentials with anyone.

3.3 Location Information

FreshPe may collect location-related information to provide grocery delivery and tracking features.

• approximate location;
• precise GPS location;
• delivery address;
• pin code;
• location selected manually by you;
• location used for store availability, delivery feasibility, and live order tracking.

Location data may be used to:

• identify whether FreshPe services are available in your area;
• show nearby products, stores, or delivery options;
• deliver orders to the correct address;
• help delivery partners navigate to your delivery location;
• enable live delivery tracking;
• reduce failed deliveries;
• improve delivery speed and accuracy.

You can disable location permission from your device settings. However, if you disable location access, some features such as current location detection, accurate delivery address selection, or live tracking may not function properly.

3.4 Order and Transaction Information

• products added to cart;
• order details;
• order value;
• quantity of items ordered;
• delivery address;
• payment mode;
• payment status;
• delivery status;
• order history;
• cancellations;
• refunds, if applicable;
• customer support history related to orders;
• delivery partner assignment and delivery tracking status.

3.5 Payment Information

FreshPe may support payment methods including:

• Cash on Delivery;
• UPI;
• Cashfree payment gateway;
• other payment methods that may be introduced later.

FreshPe does not intentionally store full credit card numbers, debit card numbers, UPI PINs, CVV numbers, banking passwords, or complete payment credentials on its own servers.

We may collect or receive limited payment-related information such as:

• payment method selected;
• payment transaction ID;
• payment status;
• payment amount;
• refund status;
• payment gateway response;
• invoice or order reference details.

3.6 Device and Technical Information

• device ID or device identifiers;
• app version;
• operating system version;
• device model;
• IP address;
• network information;
• crash logs or diagnostic data;
• language settings;
• time zone;
• session activity;
• security and fraud prevention signals.

3.7 Push Notification Information

FreshPe may send push notifications related to:

• OTP/login alerts;
• order confirmation;
• order packing status;
• delivery status;
• payment updates;
• refund updates;
• customer support updates;
• service announcements;
• offers, discounts, and promotional updates.

3.8 Customer Support and Communication Information

• your name;
• mobile number;
• email address;
• order ID;
• complaint details;
• support request details;
• screenshots or documents shared by you;
• communication history.

3.9 Information from Forms

• name;
• phone number;
• email address;
• user ID;
• reason for request;
• confirmation of request;
• any other information voluntarily provided by you.

3.10 Cookies and Website Data

If you visit www.freshpe.in, we may use cookies or similar technologies to:

• remember preferences;
• improve website performance;
• understand traffic patterns;
• secure website access;
• improve user experience.

4. How We Use Your Information

We use your information for lawful and business-related purposes, including:

1. creating and managing your FreshPe account;
2. verifying your identity through phone OTP;
3. enabling secure login and account access;
4. displaying grocery products and services available in your area;
5. processing and confirming orders;
6. assigning delivery partners;
7. delivering grocery orders;
8. enabling live delivery tracking;
9. processing payments through COD, UPI, Cashfree, or other payment methods;
10. processing cancellations, refunds, and complaints;
11. sending order, delivery, payment, and account notifications;
12. providing customer support;
13. improving app functionality and user experience;
14. detecting and preventing fraud, misuse, unauthorized access, or security incidents;
15. maintaining records required for business, accounting, tax, and legal purposes;
16. communicating offers, discounts, and service updates, where permitted;
17. improving delivery efficiency and service coverage;
18. debugging technical issues and improving app performance;
19. complying with applicable laws, regulations, government requests, or legal processes;
20. enforcing our Terms of Use and other policies;
21. protecting the rights, property, safety, and security of FreshPe, users, delivery partners, and the public.

5. Sharing and Disclosure of Information

FreshPe does not sell your personal information to third parties.

However, we may share your information with trusted parties where necessary to provide our services, comply with legal obligations, or operate our business.

5.1 Delivery Partners

• name;
• phone number;
• delivery address;
• order details;
• delivery location;
• delivery instructions.

5.2 Stores, Sellers, or Fulfilment Partners

• ordered items;
• quantity;
• order status;
• delivery area;
• fulfilment instructions.

5.3 Payment Service Providers

• Cashfree;
• UPI providers;
• banks;
• payment gateways;
• refund processing partners.

5.4 Technology and Cloud Service Providers

• Firebase Authentication;
• cloud hosting services;
• database services;
• notification services;
• security and infrastructure providers.

5.5 Customer Support and Communication Tools

We may use email, phone, WhatsApp, forms, or other tools to communicate with you for support and service-related purposes.

5.6 Legal and Regulatory Authorities

• comply with applicable law;
• respond to lawful requests from government authorities;
• comply with court orders or legal processes;
• protect FreshPe’s legal rights;
• investigate fraud, abuse, or security threats;
• prevent harm to users, delivery partners, FreshPe, or the public.

5.7 Business Transfers

If FreshPe is involved in a merger, acquisition, restructuring, partnership, investment, sale of assets, or transfer of business, your information may be transferred as part of such transaction, subject to applicable law and reasonable confidentiality obligations.

5.8 Aggregated or Anonymized Data

We may use or share aggregated, anonymized, or de-identified information that does not directly identify you for analytics, business planning, service improvement, research, or reporting.

6. Data Storage and Transfer

Your information may be stored on servers, cloud infrastructure, databases, or systems used by FreshPe or its service providers.

Depending on the technology providers used, your information may be stored or processed in India or in other countries where our service providers maintain infrastructure.

Where data is transferred or processed outside your location, we endeavour to ensure that reasonable safeguards are used in accordance with applicable law.

7. Data Security

FreshPe takes reasonable technical, administrative, and organizational measures to protect your information from unauthorized access, misuse, loss, alteration, disclosure, or destruction.

Security measures may include:

• HTTPS encryption;
• Firebase Authentication security;
• access controls;
• restricted database access;
• internal access limitations;
• secure payment gateway integration;
• monitoring for suspicious activity;
• reasonable operational safeguards.

Payment information transmitted through the Platform is processed using secure payment systems provided by payment partners.

However, no method of transmission over the internet or electronic storage is completely secure. Therefore, while we work to protect your information, we cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of your account access, phone number, OTP, device, and any information used to access FreshPe.

8. Your Responsibilities

You agree to:

• provide accurate and updated information;
• not share OTPs or account access with anyone;
• use FreshPe only for lawful purposes;
• keep your device secure;
• notify us if you suspect unauthorized access;
• ensure that delivery address and contact details are correct;
• not misuse FreshPe services, delivery partners, payment systems, or support channels.

FreshPe will not be responsible for losses caused by inaccurate information, unauthorized access due to your negligence, sharing of OTP, or misuse of your device or account.

9. Retention of Information

We retain your information for as long as necessary to:

• provide FreshPe services;
• maintain your account;
• process orders and deliveries;
• handle refunds, complaints, and disputes;
• comply with tax, accounting, legal, regulatory, and business requirements;
• prevent fraud or misuse;
• enforce our legal rights.

When your information is no longer required, we may delete, anonymize, or securely archive it, subject to applicable law and legitimate business requirements.

Some information may be retained even after account deletion where required for:

• legal compliance;
• tax and accounting records;
• fraud prevention;
• dispute resolution;
• enforcement of rights;
• safety and security purposes.

11. Your Rights

Subject to applicable law, you may have the right to:

• access the personal information we hold about you;
• correct inaccurate or outdated information;
• update your profile details;
• withdraw consent for certain processing activities;
• request deletion of your account or personal data;
• request limitation of processing where applicable;
• object to certain uses of your information;
• contact us regarding privacy concerns.

To exercise your rights, contact us at: support@freshpe.in

We may verify your identity before processing your request.

12. Withdrawal of Consent

You may withdraw consent for certain data collection or permissions by:

• disabling app permissions in device settings;
• turning off location permission;
• turning off notification permission;
• contacting FreshPe support;
• requesting account deletion.

Please note that withdrawing consent may limit your ability to use FreshPe. For example, if you withdraw location access, delivery address detection and live tracking may not work properly.

13. Push Notifications and Promotional Communications

FreshPe may send you service-related and promotional communications through:

• push notifications;
• SMS;
• phone calls;
• WhatsApp;
• email;
• in-app messages.

Service-related communications may include:

• OTPs;
• order confirmation;
• delivery updates;
• payment updates;
• cancellation or refund updates;
• account alerts.

Promotional communications may include:

• offers;
• discounts;
• new product updates;
• service availability updates.

You may opt out of promotional communications where available. However, you may still receive important transactional or service-related messages.

14. Children’s Privacy

FreshPe is not designed for children under the age of 13.

Users under 18 should use the Platform only under the supervision and consent of a parent or legal guardian.

We do not knowingly collect personal information from children without appropriate consent. If we become aware that information has been collected from a child in violation of applicable law, we may take steps to delete such information or restrict account access.

15. Third-Party Services and Links

FreshPe may contain links to third-party websites, payment pages, UPI applications, maps, customer support tools, or other services.

Third-party services may include, but are not limited to:

• Firebase Authentication;
• Cashfree Payments;
• UPI applications;
• banks;
• delivery tracking tools;
• cloud infrastructure providers;
• Google Forms or other form services;
• map or location services.

We are not responsible for the privacy practices, content, security, policies, or actions of third-party platforms. You should review the privacy policies of such third-party services before using them.

16. Payment Security

For online payments, FreshPe uses third-party payment service providers. Payment information is transmitted through secure payment systems.

FreshPe does not ask you to share:

• UPI PIN;
• banking password;
• debit card PIN;
• credit card PIN;
• OTP received for banking transactions;
• CVV through phone or chat.

You should never share payment credentials with anyone claiming to represent FreshPe.

If you suspect payment fraud or unauthorized transaction activity, contact your bank or payment provider immediately and inform us at support@freshpe.in.

17. Fraud Prevention and Safety

We may use your information to detect, investigate, and prevent:

• fake orders;
• payment fraud;
• misuse of COD;
• account abuse;
• unauthorized access;
• delivery fraud;
• suspicious activity;
• policy violations;
• security threats.

We may restrict, suspend, or terminate access to FreshPe if we detect misuse, fraud, illegal activity, or violation of our policies.

18. Public Feedback and Reviews

If FreshPe allows users to post reviews, ratings, feedback, or comments, such information may be visible to FreshPe, stores, delivery partners, or other users depending on the feature.

Do not share sensitive personal information in public feedback, reviews, or comments.

FreshPe may moderate, remove, or restrict content that violates our policies, applicable law, or community standards.

19. Data Accuracy

You are responsible for ensuring that the information you provide is accurate, complete, and updated.

Incorrect information may result in:

• failed deliveries;
• delayed orders;
• payment issues;
• refund delays;
• inability to contact you;
• account verification issues.

You may update your information through the app where available or by contacting support.

20. Data of Other Persons

If you provide information about another person, such as an alternate phone number, recipient name, delivery address, or family member details, you confirm that you have permission to provide such information to FreshPe.

You agree that such information may be used for delivery, customer support, communication, and order fulfilment.

21. Force Majeure and Limitations

FreshPe takes reasonable steps to protect user information. However, we shall not be responsible for loss, misuse, delay, interruption, or unauthorized access caused by events beyond our reasonable control, including:

• natural disasters;
• cyberattacks;
• internet failures;
• server outages;
• third-party service failures;
• government restrictions;
• regulatory actions;
• war, riots, pandemic, or public emergencies;
• payment gateway failures;
• cloud provider outages;
• device-level compromise or malware.

22. Updates to this Privacy Policy

FreshPe may update this Privacy Policy from time to time to reflect:

• changes in law;
• changes in business practices;
• new app features;
• changes in technology providers;
• changes in payment, delivery, or authentication systems;
• regulatory or app store requirements.

The updated Privacy Policy will be published on: www.freshpe.in

The “Last Updated” date at the top of this document will indicate when this Privacy Policy was last revised.

Your continued use of FreshPe after any update means you accept the revised Privacy Policy.

25. Acceptance of this Privacy Policy

By accessing or using FreshPe, creating an account, placing an order, making payment, enabling location access, or continuing to use the Platform, you acknowledge that you have read, understood, and agreed to this Privacy Policy.

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