Privacy Policy

Who We Are
Data We Collect
How We Use Your Data
Legal Basis for Processing
Data Sharing
Data Retention
Your Rights
Cookies & Tracking
Data Security
Children's Privacy
Changes to This Policy
Contact & Data Grievances

Your privacy matters to us. This policy explains what personal data we collect, how we use it, and your rights under the Digital Personal Data Protection Act, 2023 (DPDP Act) and other applicable Indian laws.

1. Who We Are

Data Fiduciary: Fulfilary Technologies Pvt Ltd
Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bangalore, Karnataka – 560008, India
Email: office@fulfilary.com

2. Data We Collect

Category	Examples	Purpose
Identity	Name, phone number, email address	Account creation, authentication
Location	Delivery address, GPS co-ordinates (with consent)	Delivery, restaurant discovery
Order Data	Items ordered, order history, payment method type	Service delivery, support, personalisation
Payment	Transaction reference (we do not store full card numbers)	Payment processing
Device & Usage	Device ID, OS version, IP address, app interactions	Security, analytics, app improvement
Communications	Support chat messages, feedback, ratings	Customer support, quality improvement
Camera & Photos	Images captured or selected by the user (food issue reports, profile photos, restaurant menu photos uploaded by partners)	Reporting food quality complaints, identity personalisation, restaurant menu display. Camera access is requested only when the user initiates a photo action. Images are not accessed in the background.
Delivery Agent Data	Name, mobile number (registered by the employing restaurant), real-time GPS coordinates during active deliveries (with foreground location permission), availability status	Last-mile delivery coordination, live tracking for customers. Agents are engaged by restaurant partners; Craveze is the technology provider only.

3. How We Use Your Data

To create and manage your account and authenticate you securely
To process and fulfil your orders and coordinate delivery
To send order confirmations, status updates, and delivery notifications
To provide customer support and resolve grievances
To personalise your experience (recommendations, offers)
To comply with legal and regulatory obligations, including FSSAI reporting requirements
To detect and prevent fraud, abuse, and security incidents
To analyse usage patterns and improve the Platform
To allow users to photograph and report food quality issues using the device camera, solely at the user's initiation

4. Legal Basis for Processing

We process your personal data on the following bases:

Contract: Processing necessary to fulfil your orders and provide our services
Consent: For marketing communications and optional location tracking (you may withdraw consent at any time)
Legal Obligation: Processing required under applicable Indian law (e.g., tax records, FSSAI compliance)
Legitimate Interest: Fraud prevention, platform security, and service improvement

5. Data Sharing

We share your data only as necessary and never sell your personal data. Recipients include:

Restaurant Partners: Name, phone number, delivery address, and order details required to prepare and hand over your order
Delivery Partners: Name, phone number, and delivery address for last-mile delivery
Payment Processors: Payment data processed by PCI-DSS compliant gateways (e.g., Paytm, Razorpay)
Technology Providers: Cloud hosting, analytics, and communication tools bound by data processing agreements
Regulatory Authorities: FSSAI, law enforcement, or courts when required by law or court order

6. Data Retention

We retain personal data for as long as necessary to provide our services and comply with legal obligations:

Account data: Until account deletion + 3 years (for audit purposes)
Order records: 7 years (as required under Indian tax laws)
Food safety reports: 5 years (as required under FSSAI regulations)
Communication logs: 1 year

7. Your Rights

Under the DPDP Act, 2023, and other applicable laws, you have the right to:

Access: Request a copy of the personal data we hold about you
Correction: Request correction of inaccurate or incomplete data
Erasure: Request deletion of your data (subject to legal retention requirements)
Withdraw Consent: Withdraw consent for optional processing at any time
Grievance: Lodge a complaint with our Data Grievance Officer (see Section 12)
Nomination: Nominate another person to exercise rights on your behalf

To exercise your rights, email office@fulfilary.com. We will respond within 30 days.

8. Cookies & Tracking

The Craveze website uses essential cookies for functionality (session management) and optional analytics cookies. You may control cookie preferences through your browser settings. Our mobile app uses device identifiers and analytics SDKs to improve the user experience. We do not conduct cross-app tracking without explicit consent.

9. Data Security

We implement industry-standard technical and organisational measures to protect your data, including:

TLS/SSL encryption for data in transit
AES-256 encryption for sensitive data at rest
Access controls and role-based permissions
Regular security assessments and vulnerability testing
Incident response procedures

In the event of a data breach affecting your rights, we will notify you and relevant authorities as required by law.

10. Children's Privacy

Our Platform is not intended for individuals under 18 years of age. We do not knowingly collect personal data from minors. If we become aware of such collection, we will delete it immediately. Parents or guardians may contact us at office@fulfilary.com.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be notified via the app or registered email at least 7 days before taking effect. Continued use after notification constitutes acceptance.

12. Contact & Data Grievances

For privacy-related queries or to exercise your rights, contact our Data Grievance Officer:

Email: office@fulfilary.com
Address: Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bangalore, Karnataka – 560008, India
Response Time: Within 30 days of receipt

You may also refer to our Grievance Officer page for escalation procedures.

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