Your Privacy,
Our Promise.

We collect only the information necessary to deliver a smooth, safe, and personalised food ordering experience. This falls into the following categories:

Information you provide directly:

• Full name, mobile number, and email address at registration
• Delivery address(es) and saved locations
• Payment method details (processed securely via third-party payment gateways; we do not store raw card numbers)
• Order preferences, special instructions, and dietary notes
• Profile photo (optional)
• Reviews, ratings, and feedback you submit

Information collected automatically:

• Device type, operating system version, and unique device identifiers
• IP address and approximate network location
• App usage data: screens visited, features used, session duration
• Crash reports and performance diagnostics
• Precise GPS location (only when the app is active and you grant permission)

Your information is used to operate Tuggo and to continuously improve your experience. Specific purposes include:

• Processing and fulfilling your food orders from partner restaurants
• Assigning and tracking delivery partners in real time
• Sending order status notifications via SMS, push notifications, and email
• Calculating delivery charges and processing payments
• Providing customer support and resolving disputes
• Personalising recommendations, offers, and the home feed
• Preventing fraud, abuse, and unauthorised access
• Complying with applicable Indian laws and regulations, including the Digital Personal Data Protection Act, 2023 (DPDPA)
• Conducting analytics to improve the platform

Tuggo does not sell your personal data to third parties. We share information only in the following limited circumstances:

• Restaurant Partners: Your name, contact number, and order details are shared with the restaurant fulfilling your order.
• Delivery Partners: Your name, delivery address, and contact number are shared with the assigned delivery person to complete your delivery.
• Payment Processors: Transaction data is shared with our payment gateway (e.g., Razorpay or UPI providers) solely to process payments.
• Service Providers: Third-party vendors (cloud hosting, analytics, SMS/push services) who operate under strict data processing agreements and may not use your data for their own purposes.
• Legal Obligations: When required by law, court order, or government authority under Indian law.
• Business Transfer: In the event of a merger, acquisition, or asset sale, your data may be transferred with prior notice.

Precise location is central to Tuggo's delivery service. Here is how we handle it:

• We request access to your device's GPS to auto-detect your delivery address and show nearby restaurants.
• Location is collected only when the app is open and in the foreground, unless you explicitly enable background location for live tracking.
• Delivery partners' real-time location is tracked only during active deliveries to provide you an accurate ETA.
• You may revoke location permissions at any time from your device settings; this will limit certain features such as auto-fill address and live tracking.

We implement industry-standard technical and organisational measures to protect your personal information against unauthorised access, loss, or disclosure:

• All data transmitted between the app and our servers is encrypted using TLS (HTTPS).
• Payment data is handled exclusively by PCI-DSS compliant payment gateways; we store only masked references.
• Servers are hosted on secured cloud infrastructure with access controls and regular security audits.
• Employee access to personal data is role-based and logged.
• Passwords are hashed using strong cryptographic algorithms and are never stored in plain text.

Despite these measures, no system is completely impenetrable. In the unlikely event of a data breach affecting your rights, we will notify you as required under applicable law.

We retain your personal information for as long as your account is active or as needed to provide services. Specifically:

• Account data is retained until you delete your account, plus 30 days for backup purposes.
• Order history is retained for 3 years for legal, tax, and dispute resolution purposes.
• Location data linked to orders is anonymised after 90 days.
• Payment records are retained as required by Indian financial regulations (typically 5–8 years).
• Support communications are retained for 2 years.

Upon account deletion, we erase or anonymise all data not required for legal obligations within 30 days.

Under the Digital Personal Data Protection Act, 2023 (DPDPA) and applicable Indian regulations, you have the following rights regarding your personal data:

• Right to Access: Request a summary of the personal data we hold about you.
• Right to Correction: Request correction of inaccurate or incomplete personal data.
• Right to Erasure: Request deletion of your personal data, subject to legal retention obligations.
• Right to Grievance Redressal: Lodge a complaint with our Grievance Officer (details below) if you believe your rights have been violated.
• Right to Withdraw Consent: Withdraw previously given consent for optional data processing at any time.
• Right to Nominate: Nominate another individual to exercise your rights in the event of your death or incapacity.

To exercise any of these rights, write to us at the contact details provided at the end of this policy. We will respond within 30 days.

Our website and app use cookies and similar technologies for the following purposes:

• Essential cookies: Required for login sessions and core functionality.
• Analytics cookies: Help us understand usage patterns (e.g., Google Analytics or Firebase Analytics).
• Preference cookies: Remember your language, address, and layout preferences.
• Marketing cookies: Used (with your consent) to show relevant promotions on our platform.

Tuggo is not directed at children under the age of 18. We do not knowingly collect personal information from minors. If we become aware that a person under 18 has provided us with personal data without verifiable parental consent, we will delete that information promptly.

If you are a parent or guardian and believe your child has submitted data to Tuggo, please contact us immediately.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page.
• Send you a push notification or in-app alert if the changes are significant.
• Where required by law, seek your renewed consent.

We encourage you to review this policy periodically. Continued use of Tuggo after changes are posted constitutes your acceptance of the revised policy.