Privacy Policy

1. Who We Are

DI-HARA Laundry Services ("DI-HARA", "we", "us", "our") operates a technology platform providing laundry booking and coordination services in Bengaluru, India. We act as the Data Fiduciary (as defined under the DPDP Act) with respect to the personal data you provide when using our platform.

Registered address: Marathahalli, Bengaluru — 560037, Karnataka, India
Contact: privacy@dihara.com

2. Personal Data We Collect

We collect the following categories of personal data:

2.1 Identity & Contact Data

• Full name;
• Mobile phone number (used as primary identifier and for OTP-based authentication);
• Email address;
• Delivery address(es), including GPS coordinates (collected via the app with your permission).

2.2 Transaction Data

• Order history — service types, garment counts, order dates, amounts paid;
• Payment method type (UPI, card, cash — we do not store full card or UPI ID details; these are handled by our certified payment gateway);
• Refund and cancellation records.

2.3 Device & Usage Data

• Device type, operating system version, and mobile device identifier;
• IP address and approximate location (city-level);
• App usage data — screens visited, features used, session duration;
• Crash reports and error logs (used solely for platform improvement).

2.4 Communications Data

• Customer support interactions — chat transcripts, emails, call recordings (with prior notice);
• Feedback and ratings you submit for completed orders;
• Complaints and dispute records.

3. How We Collect Your Data

We collect personal data through the following means:

• Directly from you: when you register, place orders, contact support, or complete surveys;
• Automatically: through our app and website using cookies, analytics SDKs, and device sensors (location is collected only with your explicit permission);
• From third parties: from payment processors (transaction confirmation), and from our Vendor partners (order fulfilment updates).

4. How We Use Your Data

We process your personal data for the following purposes:

5. Data Sharing

We do not sell your personal data to any third party. We share your data only in the following circumstances:

5.1 With Vendor Partners

To fulfil your order, we share your name, contact number, pickup/delivery address, and order details with the Vendor assigned to process your laundry. Vendors are contractually bound to use this data solely for order fulfilment and not for any independent marketing or profiling purpose.

5.2 With Pickup/Delivery Agents

Agents receive your name, phone number, approximate pickup address, and order reference to facilitate pickup and delivery. Location data shared with agents is limited to what is necessary for navigation.

5.3 With Payment Processors

We use RBI-compliant, PCI-DSS-certified payment gateways. Your payment information is transmitted directly to the payment processor and is not stored on DI-HARA's servers.

5.4 With Analytics and Technology Providers

We use industry-standard analytics and crash reporting tools (such as Firebase Analytics and Crashlytics). Data shared with these providers is anonymised or pseudonymised to the extent possible.

5.5 For Legal Compliance

We may disclose your personal data to government authorities, courts, or law enforcement agencies when required to do so by law, court order, or other legal process, or to protect the rights and safety of DI-HARA, its users, or the public.

6. Cookies & Tracking Technologies

Our website uses cookies and similar tracking technologies for the following purposes:

• Essential cookies: Required for the website to function (e.g., session management). These cannot be disabled;
• Analytics cookies: Help us understand how visitors use our website (page views, time on site). Collected in aggregate and anonymised form;
• Preference cookies: Remember your settings and preferences for a better experience.

You may control cookie preferences through your browser settings. Disabling non-essential cookies will not affect your ability to use the DI-HARA website, though some features may function less optimally. Our mobile application does not use browser cookies but may use equivalent device-level identifiers as described in Section 2.3.

7. Data Retention

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

• Account data: Retained for the duration of your active account plus 3 years after account closure, to comply with tax and statutory record-keeping requirements under Indian law;
• Transaction records: Retained for 7 years in accordance with the requirements of the Income Tax Act, 1961 and GST regulations;
• Customer support communications: Retained for 2 years after the resolution of the relevant interaction or dispute;
• Analytics data: Aggregated and anonymised; retained indefinitely for platform improvement purposes.

You may request deletion of your account and associated personal data at any time (subject to legal retention obligations) by contacting privacy@dihara.com.

8. Data Security

DI-HARA implements appropriate technical and organisational security measures to protect your personal data against unauthorised access, loss, alteration, or disclosure. These measures include:

• TLS/SSL encryption for all data transmissions between the app/website and our servers;
• Encrypted storage of sensitive personal data at rest;
• Role-based access controls limiting employee access to personal data on a need-to-know basis;
• Regular security audits and vulnerability assessments;
• No storage of full payment card details or bank account information on our servers.

While we take all reasonable steps to protect your data, no system is completely impenetrable. In the event of a data breach that is likely to result in risk to your rights and freedoms, we will notify you and the relevant authorities in accordance with applicable law.

9. Your Rights

Under applicable Indian data protection law, you have the following rights in relation to your personal data:

• Right of 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 lawful retention obligations);
• Right to Withdraw Consent: Withdraw consent for data processing where consent is the basis — this does not affect processing already carried out;
• Right to Grievance: Lodge a complaint with our Grievance Officer regarding any processing of your personal data.

To exercise any of these rights, please contact privacy@dihara.com. We will respond to all valid requests within 30 days.

10. Children's Privacy

The DI-HARA platform is not directed at or intended for use by children under the age of 18. We do not knowingly collect personal data from minors. If you believe a child under 18 has provided us with personal data without parental consent, please contact us at privacy@dihara.com and we will promptly delete such data.

11. Cross-Border Data Transfers

DI-HARA primarily stores and processes your data within India. Where we use third-party service providers (such as analytics or cloud hosting services) that may process data outside India, we ensure such transfers are conducted in compliance with the applicable provisions of the DPDP Act and other applicable Indian law. We enter into appropriate data processing agreements with such providers.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Material changes will be notified to registered users via in-app notification and/or email at least 7 days before taking effect. The "Last Updated" date at the top of this page will always reflect the current version.

We encourage you to review this policy periodically. Your continued use of the platform after changes take effect constitutes acceptance of the revised policy.

13. Grievance Officer

In accordance with the Information Technology Act, 2000 and the rules thereunder, the following person has been designated as the Grievance Officer: