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.
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.