Privacy Policy

1. Information We Collect

1.1 Information You Provide Directly

Data Type	Collection Status	Purpose
Phone Number	Mandatory	Account creation, authentication, order communication
Location Data	Mandatory	Service availability verification, delivery routing
Delivery Address	Optional (required for delivery)	Order fulfillment and delivery
Name	Optional	Personalization and customer service
Email Address	Optional	Account recovery and communication
Age and Gender	Optional	Service improvement and analytics

1.2 Information Collected Automatically

• Device Information: Device type, operating system, unique device identifiers, mobile network information
• Usage Data: App features accessed, time spent on app, interaction patterns, search queries
• Location Information: Precise location (when permitted) and approximate location derived from IP address
• Log Data: IP address, browser type, access times, pages viewed, app crashes and system activity

2. How We Use Your Information

We process your personal information for the following purposes:

• Service Delivery: Creating and managing your account, processing orders, coordinating deliveries, and facilitating phone-based authentication
• Service Availability: Verifying that your location falls within our delivery zones and estimating delivery times
• Communication: Sending order confirmations, delivery slot notifications, order status updates, and customer support responses
• Platform Improvement: Analyzing usage patterns to enhance app functionality, optimize delivery routes, and improve product offerings
• Security & Fraud Prevention: Detecting and preventing fraudulent activities, unauthorized access, and abuse of our services
• Legal Compliance: Fulfilling our legal obligations and responding to lawful requests from authorities
• Business Operations: Maintaining business records, conducting internal analytics, and planning business development

3. Legal Basis for Processing

We process your personal information based on:

• Contractual Necessity: Processing required to provide services you've requested
• Legitimate Interests: Improving our services, preventing fraud, and ensuring platform security
• Consent: Where you have provided explicit consent for specific processing activities
• Legal Obligations: Compliance with applicable laws and regulations

4. Information Sharing and Disclosure

We do not sell your personal information. We may share your information with:

• Delivery Partners: Name, phone number, and delivery address to facilitate order delivery
• Service Providers: Third-party vendors who assist with app hosting, analytics, notifications, customer support, and payment processing (when implemented)
• Business Transfers: In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity
• Legal Requirements: When required by law, court order, or government regulation, or to protect our rights, property, or safety
• With Your Consent: Any other disclosure made with your explicit consent

5. Payment Information

We currently accept Cash on Delivery exclusively. When we introduce online payment methods in future updates, we will:

• Partner with PCI-DSS compliant payment gateways
• Not store complete credit/debit card information on our servers
• Update this Privacy Policy to reflect payment data handling practices
• Notify users of changes through in-app notifications

6. Orders, Cancellation, Returns & Refunds

6.1 Cancellation Policy

• Orders may be cancelled only before packaging begins
• Once an order enters the "Packaging" or "Out for Delivery" status, cancellation is not permitted
• Cancellation requests must be made through the app or by contacting customer support
• Repeated cancellations may result in account restrictions

6.2 Returns & Refunds

Exceptions: Refunds or replacements will be considered exclusively for:

• Damaged or spoiled items upon delivery
• Incorrect items delivered (wrong product or quantity)
• Missing items from your order
• Quality issues with products (e.g., rotten vegetables, expired items)

Claim Process:

• Report issues within 2 hours of delivery
• Provide clear photographic evidence showing the issue
• Include order number and item details
• Claims are reviewed on a case-by-case basis, and decisions are at Urban Mart's sole discretion
• Resolution may include refund, replacement, or store credit

7. Intellectual Property & Content

• Product Images: Product photographs, icons, and visual assets are sourced from online resources, stock image platforms (including Canva), and supplier catalogs
• Representation Only: Images are for illustrative purposes. Actual products may vary in appearance, size, color, or packaging
• Trademarks: Brand names and trademarks belong to their respective owners. We display them solely to identify products available for purchase
• User Content: Any content you submit (reviews, photos) grants us a non-exclusive license to use, modify, and display such content in connection with our services

8. Data Security

We implement industry-standard security measures to protect your information, including:

• Encryption of data in transit using SSL/TLS protocols
• Secure authentication mechanisms and phone-based OTP verification
• Regular security assessments and vulnerability monitoring
• Access controls limiting employee access to personal data
• Secure hosting infrastructure with reputable cloud service providers

9. Data Retention

We retain your personal information for different periods depending on the data type and purpose:

• Account Data: Retained while your account is active and for up to 90 days after account deletion
• Transaction Records: Retained for 7 years or as required by applicable tax and financial regulations
• Communication Logs: Retained for up to 2 years for customer service and dispute resolution
• Analytics Data: Aggregated and anonymized data may be retained indefinitely
• Legal Hold: Data subject to legal proceedings or investigations retained until matter resolution

10. Your Rights and Choices

Depending on your jurisdiction, you may have the following rights:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your account and personal data (subject to legal retention requirements)
• Portability: Request your data in a machine-readable format
• Objection: Object to processing based on legitimate interests
• Withdrawal of Consent: Withdraw previously granted consent (where processing is based on consent)
• Opt-out: Unsubscribe from marketing communications (transactional messages cannot be opted out)

To exercise these rights, contact us using the information provided in Section 16.

11. Account Deletion

Deletion Process:

• Initiate deletion request through in-app settings or by contacting support
• Verify your identity through phone number confirmation
• Account and associated personal data deleted within 7 business days
• Transaction records retained as required by law (typically 7 years)
• Anonymized data may be retained for analytics purposes

Consequences of Deletion: You will lose access to order history, saved addresses, preferences, and any pending orders will be cancelled.

12. Children's Privacy

Urban Mart is not intended for individuals under 13 years of age (or the applicable age of consent in your jurisdiction). We do not knowingly collect personal information from children. If we discover that we have inadvertently collected information from a child under 13, we will:

• Delete such information immediately
• Terminate the associated account
• Notify the parent or guardian if contact information is available

If you believe a child has provided us with personal information, please contact us immediately.

13. Third-Party Services and Links

Our app may contain links to third-party websites, services, or integrate with third-party tools. We are not responsible for the privacy practices of these third parties. Third-party services we may use include:

• Analytics Providers: For app usage analysis and performance monitoring
• Notification Services: For push notifications and SMS delivery
• Cloud Hosting: For data storage and app infrastructure
• Communication Tools: For customer support and messaging

These providers have access only to data necessary for their specific functions and are contractually obligated to protect your information and not use it for other purposes.

14. Location-Based Services

How We Use Location:

• Verify you are within our delivery service area
• Calculate estimated delivery times
• Route orders to appropriate delivery partners
• Provide location-specific product availability
• Improve delivery logistics and efficiency

Location Permissions: You can control location access through your device settings. Denying location permission may prevent us from delivering to your address or providing accurate service information.

15. Changes to This Privacy Policy

We reserve the right to modify this Privacy Policy at any time. When we make changes:

• The "Effective Date" at the top will be updated
• Material changes will be communicated via in-app notification or email (if provided)
• Continued use of our services after changes constitutes acceptance of the revised policy
• Previous versions may be requested by contacting support

16. Company Rights and Disclaimers

Urban Mart reserves the right to, at our sole discretion and without prior notice:

• Modify product prices, availability, and descriptions
• Adjust delivery slots, zones, and minimum order values
• Suspend or terminate accounts that violate our terms or policies
• Discontinue services or features
• Refuse or cancel orders for any reason
• Update app features and functionality

Disclaimer: Services are provided "as is" without warranties of any kind. While we strive for accuracy, we do not guarantee uninterrupted service, error-free operation, or that products will always match descriptions.

17. Governing Law and Dispute Resolution

This Privacy Policy is governed by the laws of India. Any disputes arising from this policy or our services shall be subject to the exclusive jurisdiction of the courts in Guntur, Andhra Pradesh, India.

18. Contact Information & Data Protection

19. Consent and Acceptance

By downloading, installing, or using the Urban Mart app, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy. If you do not agree with any part of this policy, please discontinue use of our services immediately.