CONNECT WITH US

We provide a range of Services including (without limitation) various delivery and logistics solutions through innovative technology and connected tools. In order to achieve this, we collect Personal Information and Other Information from you in a number of ways including: Directly from you, for example when you use our website, our Services, mobile applications, or when you contact us through phone, email or chat When you make an account with us When you are a recipient or sender of goods transported by us or services provided by us When you use a tracking ID to track your package When you provide us information to verify your identity Indirectly, when you purchase products or receive packages from any of our clients with whom we have a legally binding contract When you reach out to our customer support teams or when a support ticket is created When you provide us feedback Our social media pages Web forms and surveys Off-site services and events that relate to our Services When you contact our customer service APIs At the time of delivering consignments Other interactions with you

We use the collected data to provide, develop and improve the services that we offer you. Some of these purposes include (without limitation) the following: Provide you products and services: We use the data we collect to: provide products and services (such as parcel transportation, warehousing, freight, reverse logistics, cross-border and technology services) monitor your usage of our services to understand your requirements better perform accounting, auditing, invoicing, reconciliation and collection activities send tracking updates and transactional information give options for convenient or express delivery provide location and tracking features provide you related and ancillary functionalities, products, services, solutions, software and technologies developed and offered by us in the ordinary course of our business Communicate with you: We use your Personal Information to communicate with you via different channels (such as by phone, email, chat) in relation to our Services and to follow up with you on any requirements for our services that you have indicated an interest in. Wesend you transaction related updates through third party platforms such as WhatsApp to update you on the status of your order / transaction. You can always opt-out of such communication, however, you may then be unable to receive real time updates of your order status. Troubleshoot and customer support: We use your data to analyze performance, improve our services, detect incorrect addresses, and prevent technical issues. We also use collected data to provide customer support and respond to you about your requests, questions and comments, and update our records about you. Identity Proof Details / Documents: We may collect your Aadhaar Card number, PAN Card number, or Driving License number, to verify your identity and prevent misuse of our Services. Please note that you are not obligated to provide your Aadhaar details and you can choose any other document, such as your PAN Card, or Driving License (as per the options provided) as identity proof. If you do choose to provide us with your Aadhaar number, please note that we may use it for identity verification and Aadhaar based authentication with UIDAI through third party service providers. By agreeing to provide your details you expressly consent to our use of the same. Customer satisfaction surveys: We may use your Personal Information to conduct polls and surveys and periodically reach out to you via phone, email, or chat to understand your experience in using our services. You may choose to not participate in such surveys by opting out when we reach out to you. Personalisation: We use your data to understand your preferences and to enhance and customise your experience by offering tailored services. Develop new products and services: We use the data collected (including Personal Information and Other Information) to evaluate, optimise, develop, and improve our business to bring you enhanced, efficient, and cost-effective products and services. This includes developing new products and services, determining the effectiveness of our sales, analysing and enhancing our products, services, websites and applications and improving and maintaining the quality of our customer services. Data analysis and improving our services: We use your Personal Information and Other Information to perform market analysis, consumer search and analytics, trend analysis and financial analysis to develop, enhance and improve the Services we provide to you. Information about new offers: We would like to send you information about our products and services and any new offers that we think you might benefit from. If you have agreed to receive this information, you may always opt out at a later date by using the “Opt-out” or “Unsubscribe” functionality or by directly contacting us. We may also use your information to contact you with updates to our Services, website or mobile applications. Post comments & testimonials: If you allow us to or where we have a legitimate interest, we may use your Personal Information to post comments and testimonials you provide to us on our website and other platforms. Fraud prevention: We use the data collected to ensure the security of our networks and information systems, identify and prevent fraud and other prohibited or illegal activities. We may also use scoring methods to identify and manage business risks such as credit risks. Comply with legal obligations: In some cases, we collect and use your data to comply with legal and regulatory regulations, including customs and GST requirements. For example, KYC details in some cases are legally required for identity verification. Our primary goal is to provide you safe, efficient, smooth, cost-effective and customized experiences when you use our Services. The Personal Information collected allows us to provide the Services that most likely meet your needs. More importantly, while doing so, we collect Personal Information from you that we consider necessary for achieving the above mentioned purposes. We may use and disclose Other Information (defined above) and non-personal information for any purpose in accordance with applicable laws.

As a rule, we do not transfer or share your Personal Information with any third party unless we are required to do so. We may share your Personal Information in the following ways: Group Companies of Delhivery We may disclose your Personal Information with group companies of Delhivery for the purposes set out in this Privacy Policy, including: for enabling them to provide the Services; for optimizing our shared processes; and for other cross-affiliate initiatives. Regulatory or Government Authorities We may disclose your Personal Information in good faith belief that such action is necessary to: comply with a legal obligation; comply with a request from any government, regulatory or public authority (for example: to fulfil a legal obligation during export of a shipment); protect and defend the rights or property of Delhivery; prevent or investigate possible wrongdoing in connection with our Services; and protect the personal safety of users of the service or the public. Google Analytics Our website uses Google Analytics. Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google Analytics uses cookies that are stored on your computer and that enable your use of the website to be analyzed. This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network. Opt Out Process You can opt-out of having your activity on our Website available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about your visits and activity. The add-on can be downloaded and installed from: http://tools.google.com/dlpage/gaoptout?hl=de . However, we would like to point out that in this case you may not be able to use all functions of our website or mobile applications to their full extent. For more information on the privacy practices of Google, please visit the Google Privacy Terms web page: http://www.google.com/intl/en/policies/privacy/ Third Party Vendors / Consultants / Marketers We may engage Third Party Vendors and individuals to facilitate our services or to perform Service-related transactions or to assist us in analysing how our Service is used. For example, we may have to provide your address and other details to a third party service provider to deliver your packages to you and process payments. We may also engage sub-processors for services including but not limited to hosting data, identifying, assessing and managing credit risk, distribution, customer support and technical assistance, cloud services, processing payments, validating KYC documents to authenticate identity, delivering shipments, email delivery, undertaking audits or data analysis, web analytics, IT performance monitoring, customer relationship management, evaluating, running and optimizing user experience or our growth campaigns, polls and surveys, and also use third parties for marketing, promotions and advertising initiatives. Delhivery will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy. Before we engage any Third-Party Vendor, we check their security practices and regularly conduct their security and privacy assessments. regularly conduct their security and privacy assessments. These third parties have access to your Personal Information only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose whatsoever. Also,we bind our third-party vendors in a contract to secure your data by putting monetary liabilities and surveillance practices and hence, ensuring a high level of security for your Personal Information. Your information, including Personal Information, may be transferred to and maintained on computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ from those in your jurisdiction. No transfer of your Personal Information will take place to an organization or a country unless there are security adequate controls in place. We maintain a list of such sub-processors here:

Please notify us of any changes to your Personal Information. We will take reasonable steps to ensure that your Personal Information is kept accurate and current. We will retain your Personal Information for as long as needed to fulfil the purpose for which we collected it and for a reasonable period thereafter to comply with audit, accounting, contractual, technical and legal requirements, for security purposes, and/or to resolve any future disputes. We may retain Other Information, including non-personal information indefinitely or to the extent allowed by applicable law. Our retention guidelines are applicable even where you have chosen to delete your account with us.

We take information security very seriously and maintain reasonable administrative, technical and physical safeguards designed to protect the personal information you provide against accidental, unlawful or unauthorised destruction, loss, alteration, access, disclosure or use. Exceptionally, if any Personal Information is present on the package or letter, it may be visible to unauthorized individuals. Application, data, infrastructure and network security are our key focus areas where data security practices are enforced. We also adhere to international standard certifications to complement the enforced practices. Considering “Right to Privacy” as a fundamental right of an individual, we have adopted various measures to protect privacy. Our information security policies and our technical, operational and physical security measures conform to the ISO 27001 standard. Further, you play an important role in keeping your personal information secure. You should not share your user name, OTP, or other security information for your account with anyone. Links to Third Party Solutions Some solutions may link you or enable you to obtain certain services from third parties, including for the purpose of making a payment or to share content through social media.When you do so, your Personal Information may be collected by those third parties, and not by us. We recommend that when you obtain such solutions from third parties, you review their privacy policy as the security of your data will be subject to their privacy terms rather than this Privacy Policy. We will not be responsible or liable in any manner with respect to how such third-party sites collect and/ or use your information.

Changes to this Privacy Policy We may update Delhivery’s Privacy Policy from time to time. The revised and most current version of the policy will be updated and posted on the website directly. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page. Your Consent By using our website, applications, or our Services, you consent to our Privacy Policy and the Cookie Policy . A link to both our policies will be provided in the footer of our website or application. You will also be asked to review and consent to our Privacy Policy and Cookie Policy when you create an account with us. Contact Us At ICS India, we have a dedicated Privacy Officer to address any concerns or questions you might have about the use of your data or generally in relation to this Privacy Policy. You can always reach out to us at privacy-policy@ics-india.biz with your grievances or questions. You can exercise your rights in accordance with the applicable data protection law. Please note that privacy@delhivery.com is solely for any concerns you might have in relation to this Privacy Policy or the use of your data by Delhivery Limited. THIS IS NOT A CUSTOMER SUPPORT EMAIL and any queries in relation to your packages, etc will not be responded through this ID. For any customer complaints / queries, you can raise a ticket with our Customer Support Desk through our website /support/.

Our Services are not aimed at children (under the age of 18) and do not provide information specifically targeting children. If you are under 18 you may use our website and our Services only with the involvement of a parent or legal guardian. However, if you have visited our website or used our Services, we may store your details as set out in this Privacy Policy.