Privacy Policy

1. Who We Are (Data Fiduciary)

For the purposes of the DPDP Act, the Data Fiduciary responsible for your personal data is wilzo, whose principal place of business is Hunsur, Mysuru District, Karnataka 571105. Our contact details, and those of our Grievance Officer, are at the end of this policy.

2. Information We Collect

If you are a customer (the Wilzo app)

• Account: your mobile number, which we verify with a one-time password (OTP), your name and, if you choose to add it, your email address.
• Addresses: the delivery addresses you save, the map pin you place for each, and the name and phone number to deliver to.
• Location: with your permission, your device’s precise location, used to find your address, check whether we deliver there, and set the pickup and drop points of an auto ride. You can type an address instead.
• Orders and rides: what you order and from which store or kitchen, amounts, delivery times and how you paid; for a ride, the pickup and drop points, the fare and the start code.
• Support and feedback: requests you raise, the messages and photos you send with them, and the ratings, reviews and feedback you write.

If you run a shop or kitchen (the Wilzo Business app)

• The owner’s name and mobile number; the business name, type, address and map location, opening hours, and the menu or catalogue, including photos you upload.
• Registration and tax details and the documents you submit so we can verify the business, such as GST registration status and GSTIN, PAN, and a kitchen’s FSSAI licence or registration number and its expiry.
• Bank account details for payouts, and records of orders, commission and settlements.

If you are a delivery partner or auto driver (the Wilzo Partner app)

• Your name, mobile number and photograph.
• Identity and verification documents you give us, such as your driving licence, Aadhaar and PAN and, for some kinds of work, a police verification certificate; and vehicle documents such as the registration certificate (RC), insurance and permit.
• Live location, whenever you are online, with the app open or in the background, and during any ride or delivery run you have accepted. A passenger sees it only during their own ride; on a delivery run it is used to draw your route to each door, and no customer sees it. We keep only your latest position, overwritten as you move, never a trail. Sharing stops when you close the app or log out, or when you go offline with no ride or run left to finish; a salaried partner, who has no online switch, stops sharing when they close the app or wilzo marks them off duty. When you go offline your position is cleared at once; when the app is closed, your last position is no longer used after 10 minutes and is deleted within 15 minutes.
• The proof-of-delivery photos you take at a doorstep.
• Records of your work: rounds, deliveries, rides, cash collected at the door, platform fees, payouts and adjustments.

If you ask to join, before you have an account

• If you use Sell on Wilzo in the Wilzo Business app or Partner with Wilzo in the Wilzo Partner app, we collect your name, mobile number and area and, if you tell us, your shop or kitchen’s name and type or the kind of work you want to do. We use it only to call you back and arrange a visit. It does not create an account.

From every app, and from the website

• Device and app information: device model, operating system, app version and language, and a notification token so we can send order and ride updates.
• Diagnostics: crash reports and performance data, so we can find and fix faults.
• Usage analytics: which screens are used and how, collected through Google Firebase Analytics in the apps and Google Analytics on the web version of the Wilzo app, which uses cookies. You can block or delete cookies in your browser.

A summary of what we collect, why, and who sees it

3. How We Use Your Information

• To create and manage your account and sign you in by OTP;
• To take, prepare, deliver and support your orders and rides, and to show you their progress;
• To verify the businesses and partners who work through the Platform before they start, and to pay them;
• To record payments made at the door, in cash or by UPI into wilzo’s own bank account, and to reconcile them;
• To issue tax invoices and keep the accounts and records the law requires;
• To answer your support requests and complaints;
• To send you messages about your orders, rides and account;
• To detect and prevent fraud, abuse and security problems; and
• To understand how the Platform is used and to fix and improve it.

We do not use your personal data to show you third-party advertising.

4. The Legal Basis for Processing

Under the DPDP Act, we process your personal data on the basis of the consent you give when you use the Platform, and for the “legitimate uses” the law permits, such as meeting a legal obligation. Where we rely on consent, you may withdraw it at any time, and doing so is as easy as giving it (see Section 8). Withdrawing consent does not affect processing already carried out, and may stop you using features that depend on it.

5. How We Share Your Information

We do not sell your personal data. We share it only as described below.

• With the store or kitchen preparing your order: the items you ordered and, where it needs them to prepare or hand over your order, your name, phone number and delivery address.
• With the rider delivering your order or the driver taking your ride: your name, phone number and the address or pickup and drop points for that job only.
• With service providers who process data for us, under contracts that require them to keep it confidential and secure: our cloud hosting and storage provider (Microsoft Azure); Google, for maps, places and distances (Google Maps Platform) and for notifications, analytics and crash reports (Firebase); and our SMS provider, for OTPs and messages.
• For legal reasons: where the law, a court or a lawful request from a government authority requires it, or to protect the rights, property or safety of our users, the public or wilzo.
• If the business is transferred: to a successor, subject to this policy.

No payment gateway. You pay for orders at the door, in cash or by UPI into wilzo’s own bank account, and pay ride fares to the driver. No card or bank login passes through the Platform. If we add a payment gateway, we will update this policy first.

6. Data Security

We use reasonable technical and organisational safeguards, including encryption in transit (HTTPS/TLS), access controls, short-lived links for documents and photos, and secure cloud infrastructure. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. Please keep your phone and the OTPs sent to it to yourself.

7. How Long We Keep It

• Account and profile data: while your account is open, and deleted when you ask us to delete it (Section 8), except records the law requires us to keep.
• Order, invoice, payment and tax records: eight (8) years from the end of the financial year they relate to, as Indian tax law requires.
• Doorstep proof-of-delivery photos: the photo is deleted 90 days after the delivery is closed. A record that a photo was taken stays with the order.
• Partner profiles: when a partner deletes their Wilzo Partner account, the personal details on the partner profile are deleted seven days later. Records of completed work and payments are kept as business records.
• Joining enquiries (Sell on Wilzo, Partner with Wilzo): deleted automatically 180 days after the enquiry was last sent or last updated by our team. If you join, your business or partner account holds your details from then on.
• Support requests: kept with the order, ride or account they concern, for as long as that record is kept.
• Diagnostics and analytics: kept by Google under the retention settings of our Firebase and Analytics accounts, and not linked to your name.

When data is no longer needed, we delete it or anonymise it so it no longer identifies you.

8. Your Rights and Choices

Subject to the law, including the DPDP Act, you have the right to:

• obtain a summary of the personal data we process about you and of the processing;
• correct, complete or update your personal data;
• have your personal data erased when it is no longer needed;
• withdraw your consent at any time;
• nominate another person to exercise these rights if you die or become unable to;
• have your grievance addressed by our Grievance Officer; and
• complain to the Data Protection Board of India if you are not satisfied with our response.

You can update most details in the app yourself. For anything else, write to support@wilzo.in from your registered contact, or use Support in the app. We will respond within the time the law requires.

Deleting your account

• Wilzo app: open Account, tap your profile at the top, then Delete Account.
• Wilzo Business: open Settings, tap your profile at the top, then Delete Account.
• Wilzo Partner: open Profile and tap Delete account under Privacy. Your partner account closes at once and its personal details are deleted seven days later; you can cancel within those seven days.
• Any app, or without the app: follow the steps at www.wilzo.in/delete-account.html, or email support@wilzo.in with the subject “Account deletion request” and your registered mobile number.

When we delete an account we keep only what the law requires or permits us to keep, such as order and tax records, as described in Section 7.

9. Children

The Platform is meant for people aged 18 and over and is not directed at children. We do not knowingly collect personal data from children. If you believe a child has given us personal data, contact us and we will delete it.

10. Third-Party Links and Services

The Platform uses and may link to third-party services, such as maps. Their handling of your data is governed by their own privacy policies, including Google’s Privacy Policy. We are not responsible for the privacy practices of third parties.

11. Where Your Data Is Processed

Some of our service providers may process or store data on servers outside India. Where that happens, we take steps to make sure your data is handled in line with Indian law and this policy.

12. Changes to This Policy

We may update this policy from time to time. We will post the revised policy on this page and change the “Last updated” date, and where the law requires, we will tell you about material changes. Continuing to use the Platform after a change takes effect means you accept the revised policy.

13. Contact Us

If you have a question about this policy or how we handle your data, contact us. If you are not satisfied with how we resolve a data-protection concern, you may complain to the Data Protection Board of India under the Digital Personal Data Protection Act, 2023.