Privacy Policy

1Introduction & Data Controller

This Privacy Policy ("Policy") applies to Zyvora Services Pvt. Ltd. ("ZyWash", "we", "our", "us"), a company incorporated in India under the Companies Act, 2013, with its registered office at 12 Rajpur Road, Dehradun, Uttarakhand – 248001, India. ZyWash acts as the data controller in respect of personal data collected from Users through the Platform.

This Policy applies to personal information collected when you: visit our website at www.zywash.com; use the ZyWash mobile application; book or use any of the laundry services facilitated through the Platform; contact ZyWash customer support; or interact with ZyWash through any other channel.

This Policy is governed by the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPDI Rules"), and the Consumer Protection (E-Commerce) Rules, 2020, along with any other applicable Indian data protection legislation in force from time to time.

2Information We Collect

ZyWash collects several categories of personal information, as described below:

2.1 Information You Provide Directly

Data Type	Examples	Required?
Identity Data	Full name	Yes
Contact Data	Mobile number, email address	Yes
Address Data	Pickup/delivery address, pincode, city	Yes
Payment Data	Payment method type; transaction IDs (no card numbers stored)	Where applicable
Order Data	Service type, garment descriptions, special instructions	Yes
Communications Data	Messages sent via contact form, support queries, dispute details	When provided
Profile Preferences	Saved addresses, preferred pickup times, notification preferences	Optional

2.2 Information We Collect Automatically

Data Type	Examples
Device Data	Device type, operating system, browser type and version, device identifiers
Usage Data	Pages visited, features used, time spent on the Platform, search queries
Location Data	City-level location derived from IP address; precise GPS location only when explicitly granted by the User
Log Data	IP address, access times, HTTP request headers, referral URLs
Cookie Data	Session cookies, analytics cookies, preference cookies (see Section 6)

2.3 Garment Photos

As part of our Photo Verification feature, ZyWash collects photographs of your garments taken by Delivery Agents at the point of pickup and delivery. These photographs may incidentally capture portions of your home entrance or other personal environments. These photos are used solely for order verification and dispute resolution purposes.

2.4 Information from Third Parties

ZyWash may receive information about you from: payment gateways (transaction confirmation data); analytics providers (aggregated usage data); and, where applicable, social media platforms if you choose to log in using a social account (subject to your social platform privacy settings).

3How We Collect Information

ZyWash collects your personal information through the following channels:

• Account Registration: When you create an account on the Platform.
• Order Booking: When you place, modify, or cancel an order through the Platform.
• Customer Support Interactions: When you contact us via phone, email, WhatsApp, or the in-app support feature.
• Contact Forms: When you submit enquiries through forms on our website.
• Platform Usage: Automatically via cookies and tracking technologies as you navigate the Platform.
• Delivery Agent Activity: Photographs captured by Delivery Agents at pickup and delivery as part of the Photo Verification process.
• Payment Processing: Via our payment gateway partners when you make a payment through the Platform.
• Surveys and Feedback: When you respond to rating prompts, surveys, or feedback requests.

4How We Use Your Information

ZyWash uses your personal information for the following purposes, each based on a lawful ground under applicable Indian data protection law:

Purpose	Lawful Basis
Creating and managing your account	Performance of contract
Processing and fulfilling your laundry orders	Performance of contract
Coordinating pickup and delivery logistics	Performance of contract
Sending order status notifications and confirmations	Performance of contract / Legitimate interest
Processing payments and issuing invoices	Performance of contract / Legal obligation
Resolving disputes between Users and Vendors	Legitimate interest / Legal obligation
Verifying garment condition via photo evidence	Legitimate interest / Performance of contract
Responding to customer support enquiries	Performance of contract / Legitimate interest
Improving the Platform through usage analytics	Legitimate interest
Detecting and preventing fraud, abuse, or security threats	Legitimate interest / Legal obligation
Sending marketing communications (with your consent)	Consent
Complying with legal and regulatory obligations	Legal obligation
Conducting research and product development	Legitimate interest

5Data Sharing & Third Parties

ZyWash does not sell, rent, or trade your personal information to any third party for commercial or marketing purposes. We share your data only in the following limited and controlled circumstances:

Recipient	Data Shared	Purpose
Vendor Partners	Name, phone number, pickup address, order details	Order fulfilment — enabling the Vendor to prepare for your order
Delivery Agents	Name, phone number, pickup/delivery address	Logistics — enabling the agent to collect and deliver your garments
Payment Gateways	Transaction data (not full card numbers)	Payment processing
SMS / Notification Providers	Mobile number, notification content	Sending order and account notifications
Analytics Providers	Anonymised/aggregated usage data	Platform analytics and improvement
Cloud Infrastructure Providers	All data stored on the Platform	Data storage and hosting
Legal & Regulatory Authorities	As required by law or court order	Legal compliance and law enforcement cooperation

All third-party service providers with whom ZyWash shares personal data are contractually required to: use the data only for the specified purpose; implement appropriate technical and organisational security measures; and comply with applicable Indian data protection laws. ZyWash does not authorise any third party to use your personal data for their own marketing purposes.

6Cookies & Tracking Technologies

ZyWash uses cookies and similar tracking technologies on the website and mobile application. Cookies are small text files placed on your device to help us recognise you and improve your experience on the Platform.

6.1 Types of Cookies We Use

Cookie Type	Purpose	Opt-Out?
Strictly Necessary	Essential for the Platform to function — user authentication, session management, security (CSRF protection)	No — required for service
Functional	Remembering your preferences, saved addresses, language settings, and other personalisation options	Yes
Analytics	Understanding how Users navigate the Platform; identifying popular features; measuring performance (e.g., Google Analytics)	Yes
Marketing	Displaying relevant advertisements and promotions; tracking effectiveness of campaigns (used only with consent)	Yes

You can manage your cookie preferences at any time through your browser settings or the ZyWash cookie settings panel on the website. Note that disabling strictly necessary cookies may affect the functionality of the Platform. Most mobile devices allow you to manage tracking permissions at the operating system level.

7Data Security

ZyWash implements appropriate technical and organisational security measures designed to protect your personal information against unauthorised access, disclosure, alteration, or destruction. Our security practices include:

• Encryption in Transit: All data transmitted between your device and ZyWash servers is encrypted using TLS (Transport Layer Security) 1.2 or higher (HTTPS).
• Encryption at Rest: Sensitive data including payment information and personal identifiers is encrypted at rest on our servers.
• Access Controls: Access to personal data is restricted to ZyWash employees and contractors who need access to perform their job functions, and who are subject to strict confidentiality obligations.
• Payment Security: Card payment processing is handled by PCI-DSS compliant third-party payment gateways. ZyWash does not store payment card numbers on its own systems.
• CSRF Protection: Our web forms use CSRF tokens to prevent cross-site request forgery attacks.
• Regular Security Reviews: ZyWash conducts periodic security reviews and assessments of its platform and practices.
• Incident Response: In the event of a data breach that poses a risk to Users, ZyWash will notify affected Users in accordance with applicable law.

8Data Retention

ZyWash retains your personal information for as long as necessary to fulfil the purposes for which it was collected, to comply with our legal obligations, and to resolve disputes and enforce our agreements. Our standard retention periods are:

Data Category	Retention Period	Reason
Account profile data	Duration of account + 3 years	Contractual record-keeping
Order history and transaction records	7 years from order date	Legal / tax / audit obligations
Garment photos (Photo Verification)	90 days from order delivery	Dispute resolution window
Customer support communications	3 years from date of communication	Support quality and dispute reference
Payment records	7 years from transaction date	Financial regulatory compliance
Fraud / security incident records	Indefinite (for serious violations)	Prevention of repeat abuse
Analytics and usage data (anonymised)	2 years	Platform improvement
Marketing consent records	Until consent withdrawn + 3 years	Legal proof of consent

When personal data is no longer needed, ZyWash deletes or anonymises it using secure data disposal methods. Some data may be retained in anonymised, aggregated form for analytical purposes even after the retention period for identifiable data has expired.

9Your Rights & Choices

Subject to applicable Indian law, you have the following rights regarding your personal data held by ZyWash:

Right	Description
Right to Access	Request a copy of the personal data ZyWash holds about you, in a portable, readable format.
Right to Correction	Request that ZyWash correct any inaccurate or incomplete personal data it holds about you.
Right to Erasure	Request deletion of your personal data, subject to our legal obligations to retain certain records.
Right to Restriction	Request that ZyWash restrict the processing of your data in certain circumstances, for example while a dispute is resolved.
Right to Object	Object to the processing of your data for direct marketing purposes at any time. You may also object to other types of processing based on legitimate interests.
Right to Withdraw Consent	Where processing is based on your consent (e.g., marketing communications), withdraw that consent at any time. Withdrawal does not affect lawfulness of prior processing.
Right to Complaint	Lodge a complaint with ZyWash's Grievance Officer or with the relevant regulatory authority if you believe your rights have been violated.

To exercise any of these rights, please submit a written request to privacy@zywash.com. ZyWash will respond to all legitimate requests within 30 days. In cases of complex or numerous requests, the response period may be extended to 60 days, and ZyWash will notify you of the extension and reason.

We may require you to verify your identity before processing certain requests to protect against fraudulent access to personal data. ZyWash will not charge a fee for responding to rights requests unless the request is manifestly unfounded or excessive, in which case a reasonable administrative fee may be charged.

10Children's Privacy

The ZyWash Platform is intended exclusively for users who are 18 years of age or older. ZyWash does not knowingly collect personal information from individuals under the age of 18. If you are a parent or guardian and believe that your child has provided personal information to ZyWash without your consent, please contact us immediately at privacy@zywash.com.

Upon verification, ZyWash will promptly delete any personal information relating to a minor from its records and will cancel any associated account. ZyWash expressly disclaims any liability for data collected from individuals who misrepresent their age during the account registration process.

11Data Transfers

ZyWash primarily stores and processes personal data within India. However, some of our third-party service providers — including cloud infrastructure, analytics, and communication platforms — may process data in other countries. In such cases, ZyWash ensures that appropriate safeguards are in place to protect your data in accordance with applicable Indian data protection laws, including:

• Entering into data processing agreements with all international service providers.
• Selecting service providers operating in jurisdictions with adequate data protection frameworks.
• Ensuring that any cross-border data transfer is limited to what is necessary for the service.

12Third-Party Links & Services

The ZyWash Platform may contain links to external websites, third-party apps, or embedded content from third parties (such as Google Maps, social media platforms, or payment gateways). ZyWash is not responsible for the privacy practices, content, or data handling of any third-party website or service. We strongly encourage you to review the privacy policy of any third-party service before providing them with your personal information.

The inclusion of any third-party link on the Platform does not imply endorsement by ZyWash of the linked website, its content, or its privacy practices.

13Grievance Officer

As required under Rule 5(9) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and under applicable consumer protection regulations, ZyWash has designated a Grievance Officer to address complaints and concerns related to data privacy and platform usage.

14Changes to This Policy

ZyWash reserves the right to update or modify this Privacy Policy at any time to reflect changes in our data practices, applicable law, or business operations. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page.
• Send a notification to your registered email address describing the material changes.
• Display a prominent notice on the Platform for at least 30 days prior to the changes taking effect.
• Where required by law, seek your renewed consent for processing activities that materially change.

We encourage you to review this Policy periodically to stay informed about how we handle your personal data. Your continued use of the Platform after the effective date of any revised Policy constitutes your acceptance of the updated Policy.

15Contact Our Privacy Team

If you have any questions, concerns, or requests related to this Privacy Policy or to ZyWash's data handling practices, please contact our dedicated Privacy Team: