Privacy Policy

1. Introduction

Back2Nest ("we," "our," or "us") is committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our milk delivery services, website, and mobile application (collectively, the "Services").

We comply with the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and applicable data protection laws in India.

2. Information We Collect

2.1 Personal Information

We collect personal information that you voluntarily provide to us when you:

• Register for an account
• Place an order or subscribe to our services
• Contact customer support
• Participate in surveys or promotions

This information may include:

• Contact Information: Name, email address, phone number, delivery address
• Account Information: Username, password (encrypted), preferences
• Payment Information: Payment method details, transaction history
• Order Information: Order history, delivery preferences, subscription details

2.2 Automatically Collected Information

When you use our Services, we automatically collect:

• Device Information: Device type, operating system, unique device identifiers
• Usage Data: Pages visited, features used, time spent on the app/website
• Location Data: Approximate location based on IP address (with your consent for precise location)
• Log Data: IP address, browser type, access times, referring URLs

2.3 Information from Third Parties

We may receive information from:

• Payment processors (transaction confirmations)
• Social media platforms (if you choose to link your account)
• Analytics providers

3. How We Use Your Information

We use your information for the following purposes:

3.1 Service Delivery

• Process and fulfill your orders
• Manage your account and subscriptions
• Facilitate delivery to your specified address
• Send order confirmations and delivery updates

3.2 Customer Support

• Respond to your inquiries and requests
• Resolve technical issues and complaints
• Provide customer service assistance

3.3 Communication

• Send transactional notifications (order updates, payment confirmations)
• Send promotional offers and marketing communications (with your consent)
• Notify you of service changes or updates

3.4 Business Operations

• Analyze usage patterns and improve our Services
• Conduct research and analytics
• Prevent fraud and ensure security
• Comply with legal obligations

3.5 Personalization

• Customize your experience
• Recommend products based on your preferences
• Remember your delivery preferences

4. Legal Basis for Processing (India)

We process your personal information based on:

• Consent: You have given explicit consent for specific purposes
• Contract Performance: Processing is necessary to fulfill our service agreement with you
• Legal Obligation: We must comply with Indian laws and regulations
• Legitimate Interests: Processing is necessary for our legitimate business interests (fraud prevention, service improvement)

5. How We Share Your Information

We do not sell your personal information. We may share your information with:

5.1 Service Providers

• Delivery Personnel: Name, phone number, and delivery address for order fulfillment
• Payment Processors: Payment information to process transactions
• Cloud Hosting Providers: To store and manage data
• SMS/Email Service Providers: To send notifications and updates
• Analytics Providers: To understand usage patterns (anonymized data)

5.2 Legal Requirements

We may disclose your information when required by law or to:

• Comply with legal processes, court orders, or government requests
• Enforce our Terms and Conditions
• Protect our rights, property, or safety
• Prevent fraud or illegal activities
• Respond to emergencies involving personal safety

5.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new owner, subject to the same privacy protections.

6. Data Security

We implement appropriate technical and organizational measures to protect your information:

• Encryption: Sensitive data is encrypted in transit (SSL/TLS) and at rest
• Access Controls: Limited access to personal information on a need-to-know basis
• Secure Servers: Data stored on secure servers with firewalls and intrusion detection
• Regular Audits: Periodic security assessments and vulnerability testing
• Employee Training: Staff trained on data protection and confidentiality
• Password Protection: Passwords are hashed and salted using industry-standard algorithms

Important: While we strive to protect your information, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security.

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide our Services to you
• Comply with legal and regulatory requirements (tax records: 7 years)
• Resolve disputes and enforce agreements
• Maintain business records

Active Accounts: Information retained while your account is active and for up to 3 years after account closure.

Inactive Accounts: Accounts inactive for more than 2 years may be automatically deleted after notification.

8. Your Rights and Choices

Under Indian law, you have the following rights:

8.1 Access and Correction

• Access your personal information we hold
• Update or correct inaccurate information through your account settings
• Request a copy of your data in a portable format

8.2 Deletion

• Request deletion of your personal information (subject to legal retention requirements)
• Close your account at any time

8.3 Marketing Communications

• Opt-out of promotional emails by clicking "unsubscribe"
• Opt-out of SMS marketing by replying "STOP"
• Manage notification preferences in your account settings
• Note: You cannot opt-out of transactional communications (order confirmations, delivery updates)

8.4 Consent Withdrawal

• Withdraw consent for processing your data at any time
• Note: Withdrawal may affect your ability to use certain Services

8.5 Exercising Your Rights

To exercise any of these rights, contact us at help@back2nest.in or call +91 89359 04820. We will respond within 30 days.

9. Cookies and Tracking Technologies

9.1 What We Use

We use cookies, web beacons, and similar technologies to:

• Remember your preferences and settings
• Authenticate your account
• Analyze site traffic and usage patterns
• Deliver relevant advertisements
• Improve user experience

9.2 Types of Cookies

• Essential Cookies: Required for basic site functionality
• Performance Cookies: Help us understand how visitors use our Services
• Functional Cookies: Remember your preferences
• Marketing Cookies: Track your activity for advertising purposes

9.3 Managing Cookies

You can control cookies through your browser settings. Note that disabling cookies may affect functionality.

10. Third-Party Services

Our Services may contain links to third-party websites or integrate with third-party services:

• Payment Gateways: Razorpay, Paytm, PhonePe, etc.
• Social Media: Facebook, Twitter/X (for sharing and login)
• Analytics: Google Analytics, Firebase Analytics
• Maps: Google Maps (for delivery location)

Note: We are not responsible for the privacy practices of third-party services. We encourage you to review their privacy policies.

11. Children's Privacy

Our Services are not intended for children under 18 years of age. We do not knowingly collect personal information from children.

If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately at help@back2nest.in. We will delete such information promptly.

12. International Data Transfers

Your information is primarily stored and processed in India. If we transfer data outside India, we ensure appropriate safeguards are in place to protect your information in accordance with Indian data protection laws.

13. Mobile Application Permissions

Our mobile application may request the following permissions:

• Location: To provide accurate delivery services and show nearby offers
• Camera: To scan QR codes for payments or upload profile pictures
• Storage: To cache data for offline access and save order receipts
• Notifications: To send order updates and promotional messages
• Phone: To make calls to customer support directly from the app
• SMS: To auto-fill OTP verification codes (optional)

You can manage these permissions through your device settings at any time.

14. Google Play Store Compliance

Our mobile application complies with Google Play Store policies:

• We only collect data necessary for app functionality and disclosed in this policy
• We do not share personal data with third parties except as disclosed
• We implement industry-standard security measures
• We provide users with control over their data
• We maintain transparency about data practices
• We comply with Prominent Disclosure and Consent requirements

15. Data Breach Notification

In the event of a data breach that may compromise your personal information, we will:

• Notify affected users within 72 hours via email or app notification
• Report the breach to relevant authorities as required by law
• Provide information about the breach and steps to protect yourself
• Take immediate action to contain and remediate the breach

16. Grievance Officer

In accordance with the Information Technology Act, 2000, and rules made thereunder, we have appointed a Grievance Officer to address concerns regarding data protection:

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons.

When we make material changes, we will:

• Update the "Last Updated" date at the top of this policy
• Notify you via email or in-app notification
• Display a prominent notice on our website and app
• Request your consent if required by law

Your continued use of our Services after changes are posted constitutes acceptance of the updated Privacy Policy.

18. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

19. Consent

By using our Services, you consent to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree with this Privacy Policy, please do not use our Services.