Privacy
ABOUT
DOWNLOAD APP
LOGIN

Last Updated On 5th May, 2025

PRIVACY POLICY

This Privacy Policy (“Privacy Policy”) governs how Hiveloop E-Commerce Private limited (“HEPL” “we”, “us” or “our”) through of [www.udaan.com] website and udaan mobile application, (“Platform”) processes, uses, collects, discloses, transfers, stores, and retains user’s (“User”, “you” or “your”) information. HEPL recognizes the importance of privacy as well as the importance of maintaining the confidentiality of User Data (defined hereunder).

The Platform enables purchase of Products and extension of Services to the Users as specified in the Terms of Use. By downloading, and using the Platform, and/or, providing your information for availing our Services, you expressly agree to be bound by this Privacy Policy and the applicable Terms of Use. We value the trust you place in us and respect your privacy, maintaining the highest standards for secure transactions and protection of User Data (defined hereunder).

You are requested to review the Privacy Policy from time to time to keep yourself updated with any changes; modifications made to terms hereof.

All capitalized terms not defined in this document shall have the meanings ascribed to them in the Terms of Use, which can be found here.

  1. CONSENT

By using the Platform and the Services, you agree and consent to collection, transfer, use, storage, disclosure, and sharing of your information as described and collected by us in accordance with this Policy. If you do not agree with the Policy, please do not use or access the Platform.

  1. USER DATA AND PURPOSE OF COLLECTION

Personal data is information that enables us to identify any natural person (including you) or relates to an identified or identifiable natural person (“Personal Data”). When you access or use the Platform you may provide, or we may collect information that may specifically identify You or any other individual, this may also include sensitive personal data or information (“SPDI”) such as financial information as detailed below. Your privacy is important to us and we have taken steps to ensure that we do not collect more information from you than is necessary for to us to provide you Services and to protect your account.

Given below are the types of information (“User Data”) We may collect:

Information Type

Data Collected

Purpose and Use

Personal /Registration Information

Information including, but not limited to, User(s) name, address, phone number email address, gender, date and/or year of birth, geographical location, PAN Number, GSTIN, and User preferences may be collected at the time of User registration on the Platform.

For processing User’s registration as a user, providing User(s) with a log-in ID for the Platform and maintaining and managing User’s registration;

For verifying User’s identity;

For providing User(s) with customer service and responding to User(s) queries, feedback, claims or disputes;

HEPL (including our affiliated companies and their designated Service Providers (defined hereunder) may use information to provide notices, surveys, product alerts, communications and other marketing materials to User(s) relating to products and services offered by HEPL or HEPL’s affiliated companies; and

For making such disclosures as may be required for any of the purposes mentioned herein or as required by law, regulations, and guidelines or in respect of any investigations, claims or potential claims brought on or against us or against third parties. 

Account Information

Information, including but not limited to, bank account numbers, billing and delivery information, and tracking information from cheques or money orders.

For facilitating purchase of Products or availing of Services transacted on or procured through the Platform;

In connection with any communication, transaction, payment services or any other services that you may avail using the Platform.

Activities Information

Information relating to communication or transactions including, but not limited to, the types and specifications of the goods, and delivery information, any dispute records and any information disclosed in any communication forum provided by us and/or other affiliated companies of HEPL.

For facilitating purchase of Products or availing of Services transacted on or procured through the Platform;

Browsing Information

Records of your browsing or buying activities on Platform including but not limited to IP addresses, browsing patterns and your behavioral patterns, and cookies or similar technologies.

In addition, we gather statistical information about the Platform and visitors to the Platform including, but not limited to, IP addresses, browser software, operating system, software and hardware attributes, pages viewed, number of sessions and unique visitors.

To analyze your interaction with our Services and to send promotional information. This information is used for purposes such as serving and rendering notices, surveys, product alerts, advertisements, analysing our Platform’s flow, measuring our promotional effectiveness and improve your experience of the Platform as it allows us to enhance our Products and Services provided to you via the Platform.

Access to SMS

We will collect your Short Messaging Service (SMS (es)) that are stored on your device for the purposes of, including but not limited to, registering you and your device for payments services, and One Time Passwords (OTPs) for logins and payments, this also includes OTP sent to you by HEPL.

To help us give our Services, verifying your phone number, enhancing your security, and/ or any other legitimate uses with your explicit consent.

Log & Usage Information

We may collect data about how you interact with the services offered by Platform. This includes data such as access dates and times, crashes and other system activity, and names of relevant third-party services used pursuant to interacting with our services.

To enable better functioning of the Platform, for research and development, and prevent technical glitches etc.

Information collected for Third Party Analytics services

We may use third-party analytics services to collect information about how you use and interact with our Platform. These services may use cookies to gather information about your usage. We use these analytics to understand how people use our Platform, to improve it, and to customize the content and features based on user interests. However, no personally identifiable information or payment-sensitive information is shared or used for such analytical purposes.

For performing research or statistical analysis in order to improve the content and layout of the Platform, to improve HEPL’s product offerings and services and for marketing and promotional purposes.

In addition to the purposes outlined above, you may also voluntarily provide Personal Data to us such as images, remarks, feedbacks etc. This is completely optional, and we will use this Personal Data in connection with the purpose for which it was collected, or to improve our Products and Services. If you voluntarily submit any information to the Platform through the publishing tools, then you are deemed to have given consent to the publication of such information on the Platform. User(s) should exercise caution when deciding to include personal or proprietary information in the voluntary information that User(s) submits to HEPL or uploads on the Platform.

Moreover, to the extent that Personal Data you share with us is not your own (i.e., for example, you are a representative of an User of the Platform, or are sharing information on behalf of an employer, representative, or family member), you warrant that you have the right to provide such Personal Data, and you and the business with which you are associated shall be fully responsible for any liability arising from any such use of Personal Data, including indemnifying HEPL for any loss.

If you share Personal Data with us that is not your own, you agree to inform such persons which may include your agents, employer, or any authorized personnel (e.g., contractors, partners, or authorized third parties): (i) that their Personal Data may be processed by us; and (ii) of their rights regarding the processing of their Personal Data in accordance with this Privacy Policy and the Applicable Laws.

To the extent possible, we provide you the option of not divulging any specific information that you wish for us not to collect, store or use. You may choose to opt out of any non-essential communications from HEPL by communicating the same to our Grievance Officer. Depending on the particular product and/or service, some of the information we ask you to provide is identified as mandatory and some is identified as voluntary. If you do not provide the mandatory information for a particular product and/or service that requires it, you will not be permitted to avail such product and/or service.

Further, we may collect data that is not identifiable to you or otherwise associated with you, such as aggregated data, which is not Personal Data. We will not attempt to identify you from this data. To the extent this data is not identifiable or associated with any person it is not subject to this Privacy Policy.

  1. DISCLOSURE OF USER DATA

We may share or disclose User Data only as permissible under Applicable Laws and as per terms of this Privacy Policy. We may share your personal information in the course of providing Services and processing your transactions and other instructions with different persons and entities such as affiliates or group companies, financial institutions, vendors, service providers, logistic partners, other entities participating in a payment system, business associates, government and regulatory authorities, consultants and internal departments. We take reasonable efforts to ensure that such third-party has implemented measures to assure protection of data and follow practices at least as protective as those described in this Privacy Policy. This sharing of User Data is on a need-to-know basis. Some of these third-parties include:

  1. Third Party Service Providers: User Data may be shared with third party service providers (including but not limited to data entry, database management, promotions, products and services alerts, delivery services, payment extension services, authentication and verification services and logistics services) (“Service Providers”). These Service Providers are under a duty of confidentiality to HEPL and are only permitted to use User Data in connection with the purposes specified in paragraph 2 herein above.
  2. Intra Group transfer of Data: We may disclose and transfer User Data to HEPL’subsidiaries, affiliated companies and/or their designated service providers.
  3. Sharing pursuant to Legal Obligations: We may also disclose and transfer User Data to our professional advisers, law enforcement agencies, insurers, government and regulatory and other organizations, when we believe in good faith that such transfer is necessary to comply with applicable law including to: (i) conform to legal requirements or comply with legal process; (ii) protect rights or property or affiliated companies; (iii) fraud protection and credit risk reduction; (iv) prevent a crime or in interest of national security; or (v) protect personal safety of our Users or the public. We may also disclose Your personal information to enforce or apply Our Terms and other agreements; or protect the rights, property or Our safety, safety of Our Users or others.
  4. Improving our Business: We may use and share User Data to analyze usage trends, improve our services, develop new features, and enhance user experience. This may include sharing information with our subsidiaries, affiliates, service providers, advertising agencies, or business partners who assist us in optimizing our Platform, conducting research, implementing business improvements, or delivering relevant advertisements and marketing communications.
  5. We may also transfer User Information to a potential buyer, acquirer, transferee, assignee, merger partner or their advisors in connection with a sale, transfer, merger, consolidation or purchase of some or more of our assets or businesses or in exploration of such a transaction, as well as any restructuring or rearrangement of our operations and business.
  1. COOKIES

HEPL uses “cookies” and similar tracking technologies such as pixel tags, web beacons, flask cookies to enhance User experience, improve our Services, and provide personalized content and advertisements. A “cookie” is a small text file that is stored on your device when you visit our Platform. These cookies may be session-based (temporary) or persistent (stored for a longer duration). Our Platform may also allow third-party services to place cookies on your device for analytics, advertising, or audience measurement. These third parties may collect information about your online activities over time and across different websites. We encourage you to review their privacy policies for more details.

Types of Cookies

We and our third-party partners may use the following types of cookies and tracking technologies:

  1. [Essential Cookies – Required for the proper functioning of our Platform, including authentication, security, and maintaining user sessions.
  2. Performance & Analytics Cookies – Help us analyze User behavior, monitor website traffic, and improve service functionality.
  3. Personalization Cookies – Store User preferences and enhance the User experience by remembering login details, language preferences, and other custom settings.
  4. Advertising & Marketing Cookies – Used to show advertisements, track engagement, measure advertising performance, and conduct audience analytics.
  5. Web Beacons & Pixel Tags – Tiny graphics embedded in emails or web pages to track usage, engagement, and the effectiveness of marketing campaigns.]

How We Use Cookies

Generally, HEPL use cookies to identify User(s) and enable HEPL to:

  1. access User’s registration information or account information so User(s) do not have to re-enter it;
  2. gather statistical information about usage by Users(s);
  3. research visiting patterns and help target advertisements based on User(s) interests;
  4. assist HEPL’s partners to track User(s) visits to the Platform; and
  5. track progress and participation on the Platform.

Managing Cookies

By using our Platform with your browser settings set to accept cookies, you consent to our use of cookies and tracking technologies in the manner described above.

Users can modify their browser settings to accept, block, or delete cookies. To manage cookie settings, please visit your browser’s settings. Please know, though, that if you choose to delete or block your cookies, you will lose the ability to save certain preferences, such as your username and password. If you delete or block your cookies, you will, for example, need to re-enter your log-in credentials to gain access to certain Services provided by Platform upon each visit.

  1. MINORS

We do not knowingly collect, process, or store Personal Data of individuals under the age of 18 years. Our Services are intended for use only by individuals who have attained the age of majority and are legally permitted to engage in financial transactions under Applicable Laws.

If we become aware that Personal Data of a minor has been collected without verifiable parental consent, we will take appropriate steps to delete such data.

Parents or legal guardians who believe that a minor has provided their Personal Data may contact us at details provided in Paragraph 11 to request deletion or exercise any other rights under Applicable Law.

Minors are advised not to use Platform or provide any personal information. By accessing and using our services, you confirm that you are at least 18 years of age or have obtained parental/legal guardian consent where required.

  1. USER RIGHTS

In accordance with Applicable Laws, you may be entitled to a variety of legal rights regarding the collection and processing of your Personal Data. You may exercise these rights, either directly through the functionalities provided on the Platform or by contacting us as outlined in the section ‘Grievance Officer’ at the end of this Privacy Policy. We may request certain additional information (that may include Personal Data) that may be reasonably required to authenticate your identity, your request, and/or to clarify or understand the scope of such requests. The rights available to Users include:

  1. the right to know if we process your Personal Data and the purposes of processing;
  2. the right to be informed about the Personal Data we collect and/or process about you;
  3. the right to know the details of the persons with whom we have shared your Personal Data, including the Personal Data shared and the purposes of sharing your Personal Data;
  4. the right to access, modify, update, complete, correct Personal Data about you;
  5. the right to request for erasure and/or the right to be forgotten, which means that you can request deletion or removal of certain Personal Data we process about you;
  6. where processing of Personal Data is based on consent, the right to withdraw your consent to such processing; and
  7. right to nominate a person to exercise your rights hereunder in case of death or incapacity.
  1. WITHDRAWAL OF CONSENT

HEPL takes all reasonable steps to ensure that User’s personal information is processed ‘as is’. You have an option to withdraw your consent that you have already provided by writing to us at the contact information provided below. Please mention “for withdrawal of consent” in the subject line of your communication. HEPL will verify such requests before acting upon your request.

Please note, however, that withdrawal of consent will not be retroactive and will be in accordance with the terms of this Privacy Policy, related terms of use, and Applicable Laws. In the event you withdraw the consent given to us under this Privacy Policy, such withdrawal may hamper your access to the Platform or restrict the provision of our Services to you for which HEPL consider that information to be necessary.

  1. RETENTION OF DATA

HEPL retains your personal information in accordance with Applicable Laws, for a period no longer than is required for the purpose for which it was collected or as required under any Applicable Law. However, HEPL may retain data related to you if it believes it may be necessary for the following reasons:

  1. To prevent fraud or future abuse;
  2. To respond to a question or complaint, or to show whether we gave you fair treatment;
  3. To establish, exercise or defend our legal claims rights and/or defend against legal claims or if required by law or for other legitimate purposes;
  4. To comply with legal rules that apply to us about keeping records or information in which case we will retain your data for a minimum of 3 (three) years after your account has been terminated or longer depending on Applicable Laws; and
  5. HEPL may continue to retain your data in anonymised form for analytical and research purposes.
  1. SECURITY MEASURES

HEPL employs commercially reasonable security methods to prevent unauthorized access to the Platform, to maintain data accuracy and to ensure the correct use of the information HEPL holds. No data transmission over the internet or any wireless network can be guaranteed to be perfectly secure. As a result, while HEPL tries to protect the information HEPL holds, HEPL cannot guarantee the security of any information the User transmits to HEPL and User(s) do so at their own risk.

Our servers are located within the territory of India, where your data is stored securely.

The Platform intends to protect your Personal Data to maintain its accuracy as confirmed by you. We implement reasonable physical, administrative, and technical safeguards to help us protect your personal information from unauthorized access, use and disclosure.

Please note that we will not ask you to share any sensitive data or information such as account / login / passwords / financial information (bank details, OTPs etc.) and other sensitive personal information via email / telephone / SMS / link. Please do not share such information with any person.

HEPL endeavours to safeguard the confidentiality of your Personal Data, however, transmissions made by means of the internet cannot be made absolutely secure. HEPL will have no liability for disclosure of your information due to errors in transmission and / or unauthorized acts of third-parties.

  1. CHANGES TO THIS PRIVACY POLICY

Any changes to this Privacy Policy will be communicated by us posting an amended and restated Privacy Policy on the Platform. Once posted on the Platform the new Privacy Policy will be effective immediately. Your continued use of the Platform shall be deemed to be your acceptance to the provisions of the Privacy Policy. User(s) agrees that any information HEPL hold about User (as described in this Privacy Policy and whether or not collected prior to or after the new Privacy Policy became effective) will be governed by the latest version of the Privacy Policy. 

  1. GRIEVANCE OFFICER

If you wish to correct or update any information you have provided you may contact us to correct or update such information by raising a request through support channel available on the Platform.

In the event of loss of access to the Platform, you may contact us by sending an e-mail to: [email protected]

In the event you wish to report a breach of the Privacy Policy, you may contact the designated Grievance Officer of the Company at:

Grievance Officer,

Hiveloop E-Commerce Private Limited,

1st Floor of South Wing “TWA - SJR - The Hub” situated at Survey Number 8, 2 & 9, Sarjapur Main Road, Sarjapur - Marathahalli Road, Bellandur, Bengaluru, Karnataka PIN- 560102,India

Email: [email protected]

Time: Monday to Saturday (10:00 AM - 07:00 PM)

  1. CUSTOMER SUPPORT:

Emil Id: [email protected]

Phone No.: 080 6883 5562

Support channel: The Buyer shall select the "Call Us" option to either directly connect or request a callback from the udaan customer support team