PRIVACY POLICY
1. INTRODUCTION & SCOPE
SUPLA SERVICES LLP respects your personal privacy and is committed to protecting your personal data. This Privacy Policy outlines how we collect, process, store, share, and protect your information when you access or use the SUPLA mobile applications, partner portals, merchant interfaces, and official website (collectively, the "Platform").
By using the Platform, you acknowledge that you have read, understood, and consented to the practices described in this Privacy Policy.
2. CONSENT & LEGAL BASIS FOR PROCESSING
We collect and process your personal data primarily based on your explicit consent granted during account registration (via One-Time Password verification) and through app permissions requested on your mobile device.
verified_userWithdrawal of Consent
You may withdraw your consent at any time by requesting account deletion or adjusting app-level permissions on your device. However, withdrawing consent may restrict your access to core Platform services, such as order fulfillment and real-time delivery tracking.
3. INFORMATION WE COLLECT
We collect information necessary to operate, improve, and secure our hyperlocal aggregator services. The categories of data collected include:
3.1 Personal Identification & Account Data
- User Data: Full name, primary mobile phone number, secondary phone number, and email address.
- Saved Address Details: House/Flat numbers, building names, street names, nearby landmarks, locality tags (Home, Work, Other), and user-pinned location coordinates.
location_on3.2 Geolocation Data
- Foreground Location (Consumers): Precise GPS coordinates captured while using the consumer application to verify serviceability, display local merchant menus, calculate delivery fees, and pinpoint drop-off destinations.
- Background Location (Delivery Partners): Continuous high-precision GPS coordinates collected from registered delivery partners while on active shift to enable dynamic dispatch algorithms, real-time customer tracking, and route safety optimization.
3.3 Transactional & Closed-Loop Wallet Data
- Order details, cart items, delivery notes, order timestamps, invoice amounts, payment modes (UPI, Debit/Credit Cards, Net Banking, Cash on Delivery), and transaction status logs.
- SUPLA In-App Wallet: Records of issued closed-loop refund credits, promotional balances, and wallet transaction history.
lock3.4 Payment Security Data & Zero Card Storage
- Transaction reference numbers, payment gateway tokens, and payment confirmation statuses.
- Zero Storage of Banking Credentials: SUPLA never stores, views, or processes raw credit/debit card numbers, CVVs, net banking passwords, or UPI PINs. All online payments are handled directly by Reserve Bank of India (RBI)-licensed payment aggregators.
3.5 Technical & Device Telemetry
Device hardware model, operating system version, unique device identifiers (IMEI/Android ID), IP address, mobile network provider, app performance diagnostics, and crash logs.
4. PURPOSE OF DATA PROCESSING
We process your personal data strictly for specified, lawful business purposes:
- Fulfillment & Dispatch: Facilitating merchant order acceptance, preparing items, and dispatching delivery partners to correct coordinates.
- Real-Time Communication: Enabling number-masked proxy telephony calls and in-app notifications between consumers and delivery partners regarding order drop-offs.
- Refund Management: Crediting approved refunds directly to your closed-loop SUPLA In-App Account Wallet within 24 hours of grievance verification.
- Customer Care: Investigating missing item claims, order delays, or payment disputes submitted to supla.services@gmail.com.
- Platform Security & Fraud Prevention: Detecting fraudulent accounts, unauthorized payment attempts, frivolous order cancellations, and abuse of the 2-minute cancellation policy.
- Legal Compliance: Fulfilling statutory tax, accounting, audit, and law enforcement directives under Indian law.
5. SHARING & DISCLOSURE OF INFORMATION
SUPLA does not sell, rent, or trade your personal data to third-party advertisers or data brokers. Information is shared strictly on a need-to-know basis with:
5.1 Independent Merchants
Merchants receive your first name, ordered item list, specific preparation instructions, and drop-off neighborhood to pack your order correctly.
5.2 Independent Delivery Partners
Assigned delivery partners receive your name, pinned delivery coordinates, building number, nearby landmark, and a temporary proxy contact number to complete last-mile fulfillment.
5.3 Licensed Payment Aggregators
Order IDs, transaction amounts, and customer contact identifiers are securely transmitted to RBI-authorized payment gateways to process online payments and issue wallet credits.
5.4 Cloud Infrastructure & Service Partners
Data is securely stored and processed using enterprise-grade cloud service providers (such as Google Cloud Platform) with physical server infrastructure located within data center regions in India (e.g., Mumbai).
5.5 Law Enforcement & Legal Mandates
We may disclose personal information if required by applicable law, court orders, subpoena, or statutory government notices to protect the rights, property, or safety of SUPLA, its users, or the public.
6. DATA STORAGE, SECURITY & LOCALIZATION
enhanced_encryptionData Encryption
All data in transit between your mobile device and our servers is encrypted using standard Transport Layer Security (TLS 1.2/1.3) protocols. Sensitive data at rest is encrypted using AES-256 standards.
publicData Localization
In compliance with Indian data regulations, all primary user data, transaction records, and geographical logs are stored securely within data centers located inside the Republic of India.
admin_panel_settingsAccess Controls
Strict role-based access control (RBAC) protocols ensure that only authorized SUPLA personnel have access to user data for legitimate operational or support reasons.
fingerprint7. USER RIGHTS & DATA CONTROL (DPDP ACT 2023)
Under the Digital Personal Data Protection Act, 2023, you hold specific rights regarding your personal information:
You may request the permanent deletion of your SUPLA account and associated personal data by emailing supla.services@gmail.com. Upon account deletion:
- Profile identifiers, saved addresses, and active credentials will be purged within thirty (30) days.
- Unused SUPLA In-App Wallet balances associated with the deleted account will be forfeited.
- Anonymized transaction records required for tax, statutory accounting, and fraud auditing will be retained as mandated by Indian law.
8. CHILDREN'S PRIVACY
The Platform is not directed to individuals under 18 years of age. We do not knowingly collect personal data from minors without parental or legal guardian supervision. If we discover that a child under 18 has registered an account without verified consent, we will promptly delete the account.
9. THIRD-PARTY LINKS & SERVICES
The Platform may contain links to external third-party websites or services (e.g., external payment gateways). SUPLA is not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party service you visit.
10. UPDATES TO THIS PRIVACY POLICY
SUPLA reserves the right to update or modify this Privacy Policy at any time to reflect operational, legal, or technology updates. When changes are made, the revised policy will be posted on the Platform with an updated "Effective Date". Continued use of the Platform after updates constitutes acceptance of the revised Privacy Policy.
support_agent11. GRIEVANCE REDRESSAL MECHANISM
In compliance with the Information Technology Act, 2000, and rules made thereunder, user inquiries, privacy concerns, or data deletion requests may be directed to our designated Data Protection & Grievance Officer:
Entity Name: SUPLA SERVICES LLP
Attention: Legal & Grievance Officer
Grievance Email: supla.services@gmail.com
Response Window: Acknowledgement within 48 hours; resolution within 1 month (30 days).
Postal Address: SUPLA SERVICES LLP, Wada, Palghar District, Maharashtra - 421303, India.