Privacy Policy

1. Introduction & Scope

Fresh Dhara provides online food, grocery, daily essentials, and puja items ordering and delivery services. This Privacy Policy applies to all users of our Services, including customers, vendors, and delivery partners (riders). By registering an account, placing an order, or browsing our website, you agree to the collection, usage, and sharing of your information as detailed in this policy. If you do not agree with any terms herein, please stop using our Services immediately.

2. Information We Collect

To deliver a seamless ordering and delivery experience, we collect various categories of information:

• Account & Profile Details: Your full name, email address, mobile phone number, delivery addresses, and login credentials (such as verification OTP logs).
• Location Coordinates (Critical): Precise geographical coordinates (GPS) collected from your mobile device or browser. This is essential for assigning riders, calculating delivery distances, showing local menu options, and guiding riders to your doorstep in Dakshin Barasat and nearby areas.
• Transaction & Order History: Details of items ordered, quantity, date/time of transactions, delivery instructions, rider tips, and payment status (success or failure). We do not collect or store raw credit card numbers or bank passwords; these are processed securely by PCI-DSS compliant third-party payment gateways.
• Device & Connection Data: Your IP address, device brand/model, operating system, web browser specifications, mobile network carrier, and software usage characteristics.
• Feedback & Support Chat: Any logs or text you send when communicating with our customer support (e.g., via WhatsApp), rating meals, or reviewing delivery riders.

3. How We Use Your Information

We process your personal information based on legitimate business interests, contractual requirements, or legal compliance. Key processing activities include:

• Service Delivery: Processing your orders, preparing your items, and delivering them to your specific physical address.
• Rider Navigation: Routing delivery personnel to your address using live GPS data.
• Account Administration: Authenticating logins via phone OTP, managing your shopping cart, and maintaining your past orders dashboard.
• Platform Safety & Security: Detecting, preventing, and prosecuting fraudulent transactions, delivery scams, fake accounts, or system abuse.
• Customer Support: Resolving complaints, tracking refunds, and answering queries via our integrated WhatsApp support line.
• Marketing (Opt-Outable): Sending you notifications about discounts, seasonal deals (up to 60% off), or new features, which you can choose to disable.

4. Cookies & Tracking Technologies

We use cookies, web beacons, and local browser storage to optimize site functionality. These tools allow us to store local settings (such as dark mode preferences and active shopping sessions) and remember items you have added to your cart. We also use analytics utilities, including Google Analytics (gtag.js), to monitor anonymous site usage data and improve website speed and layout. You can disable cookies in your browser options, though this may disable critical checkout and account management elements of our site.

5. Data Sharing & Disclosure

We respect your privacy and do not sell or lease your personal information. We disclose data only in the following scenarios:

• With Delivery Riders: Sharing your name, delivery coordinates, address text, landmark, and phone number so they can deliver your items and contact you if they are lost.
• With Merchants & Restaurants: Sharing your order choices, item quantities, and preparation requests so they can prepare your orders accurately.
• With Secure Services Providers: Sharing data with trusted system operators (e.g., Google Firebase for database hosting, OTP gateways, and payment service providers) under strict confidentiality agreements.
• For Legal & Regulatory Compliance: Disclosing information to law enforcement or court authorities if required by the Information Technology Act, 2000, or other legal mandates.
• In Business Reorganizations: In case of a merger, acquisition, asset transfer, or restructuring, where data may be transferred as a company asset.

6. Data Security & Storage

We adopt industry-standard administrative, technical, and physical security measures to safeguard your data. This includes using Secure Socket Layer (SSL/TLS) encryption for transmitting web traffic and employing Google Firebase security rules to prevent unauthorized database modifications. Your profile data is hosted on highly secure cloud servers. While we take every measure to protect your information, no transmission method over the internet or cloud storage can be guaranteed 100% secure; thus, we cannot promise absolute security.

7. Your Rights & Choices

You have control over how your information is collected and used. Under applicable regulations, you have the following rights:

• Access & Modify: View and update your profile name, delivery address, phone, landmark, and pincode at any time by clicking "Edit Profile" in your account dropdown.
• Revoke Location Permission: Disable GPS access in your browser or device settings (though you will have to input addresses manually, and delivery precision may drop).
• Opt-Out of Promotional Alerts: Stop receiving marketing messages or deal notifications through settings or opt-out options in the communication.
• Account Deletion: Request the deletion of your account and personal data by contacting customer support. We will erase your profile info unless legal, tax, or fraud-related compliance requires us to keep transaction history records.

8. Children's Privacy

Fresh Dhara does not target or knowingly collect data from individuals under 18 years of age. Users must be at least 18 years old to create accounts or place orders on our platform. If we discover that personal data of a minor has been collected without parental consent, we will take immediate steps to terminate the account and purge the data from our system logs.

9. Policy Updates

We update this Privacy Policy periodically to reflect changes in legal standards, delivery operations, or technological upgrades. We will notify you of any material changes by updating the "Last Updated" date at the top of this page or displaying a notice on our homepage. We recommend checking this page regularly to stay updated on our data security policies.

10. Contact Us & Grievance

If you have questions, comments, or complaints about this Privacy Policy, please contact our support team. In compliance with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, you can contact our Grievance Officer directly:

• WhatsApp Chat Support: Contact Live Support
• Grievance Officer: Attention: Grievance Officer, Fresh Dhara Limited
• Office Address: Gocharan, Dakshin Barasat, South 24 Parganas, West Bengal, Pin 743372, India.
• Email Contact: Available via our official support channels.