Privacy Policy
Version: 1.0
Effective Date: 25.07.2025
For Dispatch Network Delivery Service
1. INTRODUCTION
Artem Network Private Limited and its Affiliates ("Company" or “Dispatch” or "We" or "Us" or “Our”) value Your privacy and are committed to protecting Your Personal Information. This Privacy Policy ("Policy") sets out how We collect, use, store, and protect any information that You provide when using any of Our mobile applications, websites, dashboards, APIs, official social media accounts managed by Us and Support Channels (collectively “Platform”) and Services (“Services”), whether as a Delivery Partner, a Client, a Customer, a Vendor, a Service Provider or a Visitor (collectively "You" and "Your" or "User").
This Policy explains how We handle Your personal data when You access or use Our Platform and Services. It also informs You of Your rights and obligations in relation to such data.
This Policy constitutes an electronic record under the provisions of the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”), and complies with all applicable Indian data protection laws. This Policy is designed to ensure the highest level of protection for the information You share with Us.
By accessing or using the Platform and Services, You expressly agree and consent to the collection, transfer, use, storage, disclosure and sharing of Your information as described in this Policy and in accordance with Applicable Law(s).
This Policy is intended to provide You with a clear understanding of Our practices regarding the collection, processing, and disclosure of personal and sensitive data.
This Policy is binding on You and the Company reserves the right to amend it, at its sole discretion, without prior notice. Your continued use of the Platform following any such changes shall constitute Your acceptance of the revised Policy.
In the event of any inconsistency or ambiguity arising between the respective Terms and the terms of this Policy, the provisions of this Policy to the extent of such inconsistency or ambiguity, shall prevail.
WE STRONGLY ADVISE THAT YOU CAREFULLY READ THIS POLICY IN FULL BEFORE USING ANY PLATFORM OR SUBMITTING ANY INFORMATION THROUGH IT.
2. DEFINITIONS
a. “Account Registration” means the process by which a User provides required information to create an account on the Platform for accessing or using the Services.
b. “Affiliate” with respect to: (a) a Person (other than an individual), means any Person who, controls, is controlled by or is under common control with such Person and (b) a Person (who is an individual), means any Person who is controlled by or is under common control with the individual, a relative of such individual and a Person who is controlled by or in under common control with a relative of such individual.
c. “Applicable Law(s)” includes, all statutes, enactments, acts of legislature, ordinances, rules, by-laws, regulations, notifications, guidelines, clarifications, policies, directions, directives and orders or other governmental restrictions or any similar form or determination by, or any interpretation, having the force of law of any of the foregoing, of any government, statutory authority, tribunal, board, court having jurisdiction over the matter in question.
d. “Blacklisting” means the disqualification or prohibition of a User from accessing or being engaged with Dispatch or its Affiliates in any current or future capacity, due to violation of Policies, misconduct, non-compliance, fraudulent behaviour, or any other reason deemed appropriate by Dispatch in accordance with its internal procedures and Applicable Law(s), till such time You are whitelisted by the Company.
e. “Client” means any business or entity that engages with Dispatch to avail its Services, either on a one-time or recurring basis. The Client may include corporate customers, merchants, or any other party that contracts with Dispatch to avail Services.
f. “Client’s Customer” means any individual or entity that receives goods or services from a Client, where such delivery is facilitated through the Platform. This includes end users who may not have a direct relationship with Dispatch but are served as part of the Client’s operations.
g. “Cookies” means small data files stored on Your device by Our website or mobile application when You visit or interact with specific features. These files help the website or application remember Your actions or preferences over a period of time for an improved User experience.
h. “Credentials” means the unique login details, including usernames, passwords, authentication codes, or any other security information used to access the Platform.
i. “Customer” means the end User or individual who places orders or receives deliveries through the Platform and has a direct relationship with Dispatch. A Customer is distinct from a Client’s Customer and directly interacts with Dispatch’s Services via the Platform.
j. “Delivery Partner” means any individual or entity that is onboarded on the Platform to perform pick-up and delivery, transportation or logistics-related tasks, on behalf of Dispatch or Clients. Delivery Partners may operate independently or as part of a fleet and are engaged through contractual arrangements to fulfil service obligations via the Platform.
k. "Intellectual Property Rights" means, collectively:
i. all trademarks, service marks, trade dress, trade names, corporate names, logos, domains, slogans, tag lines and branding elements, whether registered or unregistered, and all applications, renewals, and extensions related thereto;
ii. all copyrights, moral rights, new releases, reports, technical manuals, white papers, and rights of authorship, whether registered and unregistered copyright, including all applications for registrations, renewals, derivative works, enhancements, modifications, updates, and other revisions thereof;
iii. all patents, whether registered or unregistered or provisional, including all patent applications and rights to inventions, formulas, processes and methods, including improvements, continuations, continuations-in-part, divisions, and reissues thereof;
iv. all design rights and product designs, including artwork, industrial designs, whether registered or unregistered, including all applications for registrations, renewals;
v. all software related assets, including but not limited to designs, specifications, technical documentations, flowcharts, user manuals, API references, license agreements, code repositories program management files, product development files, and code libraries (including source code, object code, executables, binaries, and code segments), firmware, computer software, and applications (desktop, mobile, and web-based), algorithms and machine learning models (including training data, scripts, and related documentation), system design documents, architecture documents, user interface designs, and related materials, data, including structured and unstructured datasets and databases, encryption methods, security protocols, and related configurations, DevOps configurations, test scripts, test cases, and validation processes, access Credentials, methods, and processes related to software development and engineering practices; and any other assets, artifacts, or visual depictions, in whole or in part, of any of the foregoing components, code, source code, object code, computer program code, code libraries executables, binaries, code segments, processes, firmware, software, computer applications (desktop, laptop, or web based), data, databases, code segments, algorithms, code repositories, program management files, product development files, schematics, drawings, protocols, processes, and other visual depictions, in whole or in part, of any of the foregoing;
vi. all product research and development materials, including but not limited to designs, specifications, blueprints, documentations, components, datasheets, computer aided design files, 3D models, drawings, simulation reports and results, testing and validation reports and results, design validation plans, design verification plans, program management files, product development process files, product visualisation assets, digital prototypes and digital twins, renders, animations, videos, images, icons, audiovisual components and objects, schematics, protocols, processes, and other visual depictions, in whole or in part, of any of the foregoing;
vii. all trade secrets, know-how, and other confidential and proprietary information, including but not limited to product research files and data, engineering data, processes, technical data;
viii. all business information, including financial plans, business plans, marketing strategies, pricing structures, funding strategies, business strategies, customers’ and suppliers’ list and contracts, pricing information, market research, risk management data, product road map, operational protocols, etc;
ix. all documentation, including user manuals, operational guides, training materials, and other copyrightable works related to the above; and
x. any other intangible property rights and privileges of a similar nature, whether existing now or in the future, in any jurisdiction worldwide.
l. “Non-Personal Information” means any information that does not identify You individually. This includes, without limitation, the URL of the website visited before accessing the Platform, internet service provider details, aggregate usage data, device and software attributes, Third Party apps used, pages viewed, and cookie-related information.
m. “Person” includes any person (including a natural person), firm, company, corporation, unincorporated organization or association, trust, government, state or agency of a state, or any association or partnership (whether or not having a separate legal personality) of two or more of the foregoing.
n. “Personal Information” means any data or information that relates to a natural person, which either directly or indirectly, in combination with other information available or likely to be available with Dispatch, is capable of identifying such person. This includes, but is not limited to, name, contact details (email, phone number), date of birth, gender, government-issued identification numbers, location data, financial information, device identifiers, and any other information provided voluntarily during the use of the Platform.
o. “Platform” means any mobile applications, websites, dashboards, APIs, and any other related interfaces or tools provided by Dispatch.
p. “Policies” means all internal or external policies of the Company, including but not limited to privacy policy, cookie policy, data retention and deletion policy, refund and cancellation policy, security and confidentiality policy, acceptable use policy, data breach response policy, equal opportunity and anti-discrimination policy, Delivery Partner code of conduct, grievance redressal mechanism, and any other policies, guidelines, manuals, standard operating procedures or codes of conduct, as may be adopted, published, or communicated by the Company from time to time. These policies are incorporated by reference into the Terms and shall govern specific aspects of the Platform’s operations, the conduct of Users, and the processing of personal data.
q. “Profile” means the profile created, either public or private, on the Platform by a User, containing the information necessary for accessing, using, or providing Services.
r. “Sensitive Personal Information” refers to such Personal Information that is of a confidential nature and requires a higher degree of protection. It includes, but is not limited to, information relating to:
i. Passwords;
ii. Financial information such as bank account details, credit card or debit card numbers, or other payment instrument information;
iii. Physical, physiological, or mental health condition;
iv. Medical records and medical history;
v. Sexual orientation or sex life;
vi. Biometric information, including facial images or data used for identity verification;
vii. Any detail relating to the above categories as provided to a body corporate for the purpose of providing services;
viii. Any such detail received by a body corporate for processing, storing, or handling under a lawful contract or otherwise; and
ix. Any other information that may be designated or interpreted as “Sensitive Personal Information” or “Special Category Personal Data” under Applicable Law(s), including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, as amended from time to time.
For clarity, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, and genetic data may also be regarded as Sensitive Personal Information under applicable international privacy norms, and shall be afforded equal protection wherever processed by us.
s. “Support Channels” means the official communication channels through which the User may interact with the Company for assistance, queries, feedback, or complaints. This includes but not limited to, email, in-app chat, web chat, chatbot, WhatsApp, phone calls and any other helpdesk or customer service interface operated or authorized by the Company, whether inhouse or through a Third Party service provider.
t. “Suspension” means temporary disabling of the Delivery Partner’s access to the Platform, during which they are not allowed to perform delivery services.
u. “Terms” means the applicable terms and conditions governing the use of the Platform and Services, including but not limited to Terms and Conditions for Delivery Partners, Terms of Use for Customers, Terms of Service for Clients, published or otherwise made available by Dispatch and as amended from time to time.
v. “Termination” means the cessation of a Delivery Partner’s engagement with Dispatch, including deactivation of access to the Platform. Termination may be temporary or permanent, and may result from performance issues, inactivity, or violation of Policies, as determined by Dispatch.
w. “Third Party” means any individual, entity, or organization that is not a part of Dispatch or its Affiliates, but is engaged by Dispatch under a contractual arrangement to provide goods, services, or processing activities. This includes service providers, vendors, consultants, contractors, agents, or partners who may access or process personal data on behalf of Dispatch in accordance with Applicable Law(s) and this Policy.
x. “Visitor” means any individual who accesses or interacts with Dispatch’s Platform, including websites, mobile applications, or other publicly accessible interfaces, with or without creating an account on the Platform. This includes individuals browsing content, reading informational pages, or submitting inquiries through publicly available channels.
3. INFORMATION WE COLLECT
3.1. Dispatch collects personal data whenever You interact with Our Platform or use the products and Services We offer. The type of information collected depends on Your relationship with Dispatch.
3.2. This section outlines the information We collect, grouped into:
A. Information We Collect from All Users
B. Additional Information We Collect from Delivery Partners
C. Additional Information We Collect from Clients
D. Additional Information We Collect from Customers and Client’s Customers
A. Information We Collect from All Users
We collect the following information from anyone who accesses or uses the Platform:
a. Contact Information: Your full name, mobile number, email address.
b. Preferences and Settings: Your selected preferences such as language, time zone, saved addresses, communication settings, and other choices that personalize Your experience on the Platform.
c. Personal Information including Sensitive Personal Information: Age, gender, date of birth, nationality, Your health and lifestyle related information, and any other details voluntarily provided during Profile creation or Platform usage.
d. Feedback and Reviews: Your response to surveys, reviews, feedback, polls, promotional campaigns, ratings and opinions about Our products, programmes, Platform and Services.
e. Usage Activity and Search History: Details of Your activity on the Platform, including the time, date and duration of Your visits, how long You used Our Services and features You used, search queries, features accessed, time spent on pages, time zone, preferred language, regional settings, in-app browsing, interaction with advertisements, and referral links.
f. Mobile, Tablet or Computer Device Information: Technical details about the devices You use to access Our Platform, including but not limited to, hardware model, operating system and version, language preferences, unique device identifier, advertising identifiers, serial number, device motion information and mobile network information. To enhance Your experience and maintain the stability and performance of Our Services, We may also employ Third Party plugins that collect diagnostic and technical information to monitor app functionality, detect crashes, prevent misuse, and support continuous improvements to the Platform.
g. App Usage Data: Information about how You interact with Our mobile application, including session duration, online and offline of Your mobile application, navigation patterns, app crashes, and engagement with app features.
h. Location Information: Approximate or precise location data derived from Your IP address, GPS coordinates, or device-based location services, depending on Your device settings and permissions given by You voluntarily. This information is used to personalize and improve the Services offered on the Platform. Disabling location access through Your device may limit access to certain features or affect functionality.
i. Log Information: IP address, timestamps of access, pages viewed, crash reports, referring URLs, and activity logs.
j. Cookies and Tracking Technologies: We may use Cookies, tracking pixels, and similar technologies to collect information about Your usage patterns, device preferences, User interest patterns and session behaviour to enhance User experience, improve performance, and collect analytics. Please note that disabling certain Cookies or tracking technologies may affect the functionality or user experience of the Platform.
k. User Communications: Communications exchanged between You and other Users, merchants, Delivery Partners, or service providers through Our Platform, including chat messages, support interactions, and responses through Our Support Channel feature.
l. Device Permissions: We may request the following permissions from Your device, based on the functionalities offered through the Platform and the operating system (Android, iOS, or others) in use. These may include:
i. Front and back Camera Access: To capture images (e.g., KYC/selfie verification, delivery proof).
ii. Media & Gallery Access: To upload documents, photos, or media files for verification or support.
iii. File Manager Access: To allow file uploads and detect usage patterns for performance optimisation and fraud detection.
iv. SMS (Read & Write): To auto-read OTPs, confirm deliveries, or facilitate in-app verification flows.
v. Call (Make & Receive): To enable in-app calling features between Users (e.g., Delivery Partner and Customer).
vi. Location Access (approximate and precise): To track real-time location (including in-background), assign deliveries, enable navigation, verify attendance, and ensure safety & compliance while performing Services.
vii. Background App Activity: To allow the app to function and receive updates even when minimized or not actively in use.
viii. Display Over Other Apps: To show floating notifications, status alerts, or in-app updates.
ix. Notifications: To send alerts related to deliveries, offers, customer support, and service updates.
x. Microphone & Audio Access: For voice input, audio instructions, or call functionalities.
xi. Usage Access (Offline & Online): To understand interaction trends, crash diagnostics, and to enhance app performance.
xii. Installed Applications Info & Metadata:
• Details of other apps installed (as permitted by the OS)
• Metadata of stored files (for fraud detection and app compatibility)
Note: Permissions requested may vary depending on the operating system version and device model. Dispatch complies with applicable data protection laws and system-level permission frameworks.
m. Transaction and Communication Data: In connection with any communication, transaction, or payment-related services that You may avail through the Platform, We may collect specific information, including but not limited to mode of payment, date of payment and tracking information. Such information is collected to facilitate, verify, or process transactions and ensure service fulfilment.
n. Third Party Information: You may choose to provide Us access to certain information stored by Third Parties like social networking sites and apps or e-commerce websites and apps.
o. Visual and Security Monitoring Information: We may collect and process images, video recordings, and other visual data of individuals who visit Our offices, warehouses, stores, or other facilities through the use of closed-circuit television (“CCTV”) systems for safety, security, and operational purposes. CCTV footage may capture individuals’ images, vehicle information, and other identifying details.
Additionally, We may capture photographs and video footage during live events, visits, or promotional campaigns, which may be used for documentation, internal purposes, or shared with Our Affiliates, as applicable.
We collect this information directly from You when You provide it to us; indirectly from Third Parties (such as social media websites authorised by You); and/or automatically as You navigate through Our Services (such as usage details, IP addresses, Cookies, web beacons and other tracking technologies).
In addition to the above, Your IP address may be identified and used to help diagnose problems with Our servers, resolve such issues, and administer the Platform. Your IP address may also be used to help identify You and to gather broad demographic information. The primary objective of such a collection is to provide You with a safe, efficient, smooth, and customised experience on the Platform. This enables Us to offer Services and features that best suit Your preferences and enhance overall Platform usability. Accordingly, We collect such Personal Information as We consider necessary for achieving this purpose.
We may also collect certain Non-Personal Information which does not identify You individually. This may include, without limitation, the Uniform Resource Locator (URL) of the website visited prior to accessing the Platform, Your internet service provider, aggregate user data, software and hardware attributes, the list of Third Party applications used by You, pages You request, and cookie-related information (“Non-Personal Information”). Such Non-Personal Information is collected while You browse, access, or use the Platform and is used to analyse trends, administer the Platform, and improve Our Services.
B. Additional Information We Collect from Delivery Partners
In addition to the above, if You create an account, register or operate as a Delivery Partner on the Platform, We collect the following information:
a. KYC and Identity Documents: Aadhaar number and copy, PAN card, driving license, vehicle registration certificate (RC), and other government-issued IDs.
b. Biometric Verification (Selfie Capture): As part of Our onboarding process, We may collect Your selfie to verify Your identity by matching it with photographs on submitted documents. This process may use facial recognition technology (converting the image into secure data points) through automated systems. This data is used solely for identity verification, stored with industry-standard security, and retained only as long as necessary. By submitting Your selfie, You expressly consent to this processing.
c. Precise Location Data & Background Tracking: Real-time GPS location (latitude, longitude, altitude, timestamp) while the app is in use, or closed or not being used, or running in the background:
i. Assign delivery orders
ii. Track delivery routes
iii. Estimate delivery time
iv. Show relevant offers based on Your location
d. Emergency and Personal Details: Information related to emergency contact information, nominee or spouse details, blood group, and other relevant Personal Information required for operational, safety, or compliance purposes.
e. Program Participation: Rider ID, referral codes, incentives, attendance/shift logs, and program-related records (e.g., attendance bonuses, special offers).
f. Financial Data: Bank account details, UPI IDs, payout history, transaction logs, and earnings reports (for settlements). We may also collect income details.
g. Vehicle and Safety Compliance: Vehicle make, model, form-factor and fuel type, insurance validity, PUC (Pollution Under Control) certificate, and fitness records, where applicable.
h. Call & SMS Metadata: Information on call/SMS timestamps, phone numbers involved, and (where applicable) OTP content or delivery confirmations.
i. Background Checks and Legal Verifications: You authorize Us to conduct identity verification, criminal record checks, driving history verification, or other background checks as required by law. These may be carried out by authorized Third Party vendors.
C. Additional Information We Collect from Clients
When You use the Platform as a Client, whether as a corporate entity or a registered business, We may collect the following information in addition to the data listed under Section A:
a. Client Account & Identity Data: Includes legal business name, trade name, and corporate registration numbers, primary and secondary contact details such as names, job titles, phone numbers, email addresses, and details regarding authorized users, including User lists, assigned roles, and permissions.
b. Credentials & Access Management: Includes usernames and passwords (stored in hashed/encrypted form), API keys, OAuth tokens, service-to-service Credentials, two-factor authentication records, and responses to security questions used to facilitate secure login and system access.
c. Contractual & Compliance Documents: Comprises documentation such as signed service agreements, data processing addenda, non-disclosure agreements (NDAs), tax identification numbers, GSTIN, and CIN (where applicable), as well as KYC documentation, business licenses, and certifications required under applicable anti-money laundering (AML) or PMLA frameworks.
d. Order & Transaction Data: Includes unique order identifiers, order types (such as food, e-commerce, quick commerce, D2C), pickup and delivery locations, timestamps, item details including SKUs, quantities, declared values, packaging specifications, and any applicable discounts, surcharges, or promotional schemes.
e. Billing, Invoicing & Payment Details: Includes billing addresses, invoice and payment histories, payment status, bank account information provided for remittances or settlements, tax invoices with GST breakdowns, and any credit notes issued.
f. Logistics & Performance Metrics: Comprises proof-of-delivery artifacts such as signatures or delivery photos, delivery timestamps, recorded exceptions (with codes or tags), and feedback or ratings related to delivery performance.
g. Technical & Integration Logs: Includes API request and response logs, webhook event logs, system logs such as IP addresses, user agents, and timestamped records, along with error and exception logs maintained for debugging and service-level monitoring.
h. Communications & Support Records: Covers communication exchanged between the Client and the Company through various Support Channels, including email conversations, support ticket transcripts, in-app chat logs, and voice call recordings (if telephony services are enabled).
i. Security & Audit Trails: Includes authentication logs such as login attempts and password resets, logs of role-based authorization changes, and system-generated records relating to any security incident, attempted breach, or investigation thereof.
j. Retention, Anonymization & Deletion: Data retention periods are defined per data category in accordance with the Company’s internal policy and may be updated from time to time. Includes automated rules for anonymization of inactive or stale records and secure deletion/purging schedules in line with Applicable Law(s).
D. Additional Information We Collect from Customers and Client’s Customers
When You use the Platform as a Customer, whether directly or indirectly through a Client, We may collect the following in addition to the general data:
a. Address and Delivery Information: Shipping address, saved locations (home, work), landmark details, and delivery instructions (text and voice).
b. Order History and Preferences: List of past orders, order frequency, saved preferences, and items viewed or browsed.
c. Payment Information: Cardholder name, card details (processed securely via Third Party payment gateways), preferred payment method, and transaction history.
d. Financial Data: Bank account details, UPI IDs, payout history, transaction logs, and earnings reports (for settlements). We may also collect income details.
e. Promotions and Offers: Engagement with promotions, referral codes, coupons, and loyalty program data.
k. Client’s Customer Data: Comprises limited data shared by the Client for the purpose of fulfilling delivery services, including Customer names, phone numbers (or masked numbers), delivery addresses, geolocations, specific delivery instructions, and payment type or status.
4. USER REPRESENTATIONS AND INDEMNITY
4.1. You hereby represent and warrant that:
a. The information You provide from time to time is authentic, correct, current, and updated, and that You have all necessary rights, permissions, and consents to provide such information to Dispatch;
b. The provision of such information by You and the consequent collection, storage, usage, processing, and transfer by Dispatch shall not be in violation of any Third-Party agreement, laws, charter documents, judgments, orders and decrees.
4.2. Dispatch and its officers, directors, agents, contractors, or Affiliates shall not be responsible for the authenticity of the information provided by You or any other User. You shall indemnify and hold harmless Dispatch, its officers, directors, agents, contractors, or Affiliates and any Third Party relying on such information in the event of any breach of this Policy.
5. PURPOSE AND USE OF PERSONAL INFORMATION
5.1. We collect and use Your Personal Information to operate Our Platform and provide Services effectively, in accordance with Applicable Law(s) and Your consent wherever required. The data collected is used strictly for legitimate business, contractual, operational, and compliance purposes.
5.2. We may use Your information for purposes including, but not limited to:
a. To facilitate Account Registration and Profile creation, identity verification, and onboarding.
b. To enable access to the Platform and provide Services effectively.
c. To process Your orders, assign delivery tasks, and ensure timely fulfilment.
d. To respond to Your inquiries, support requests, and complaints.
e. To complete transactions, process payments, and manage associated Services.
f. To provide real-time updates on the status of Your orders or Services.
g. To ensure that orders are successfully delivered in a timely manner, and to keep You properly informed about the status of Your order throughout the delivery process;
h. To provide You with comprehensive information about Services available on the Platform and to send You relevant information, materials, and order details;
i. To send transactional messages, including OTPs, confirmations, alerts, and support communications.
j. To send You important information regarding the Platform, including changes to Terms Policies and/or other administrative notifications;
k. To respond to Your reviews, ratings, and questions in a timely and meaningful manner.
l. To send You surveys and marketing communications about Our Services and promotions, subject to Your preferences;
m. To personalize and enhance Your experience on the Platform by presenting advertisements, Services and orders that are tailored to Your demonstrated preferences;
n. To recommend delivery slots, vendors, or products near Your location.
o. To manage Your participation in loyalty programs, referrals, or surveys (as applicable).
p. To detect and prevent fraud, unauthorized access, or suspicious activity.
q. To help You address and resolve any problems encountered while using the Platform, including addressing technical issues You may experience;
r. To complete and fulfil any service You avail from the Platform, including processing transactions and providing customer support;
s. To protect the integrity of Our Platform and for the proper administration of the Platform and Our Services;
t. To conduct internal reviews and perform data analysis for the improvement and optimization of the Platform;
u. To continuously improve the Services offered and content presented on the Platform based on User behaviour and feedback;
v. To conduct academic research, surveys, and analytical studies on various aspects including User behaviour, User preferences, and Service utilization patterns;
w. To process payments with respect to transactions You conduct through the Platform and to perform all ancillary services related to payment processing;
x. To respond to Your comments, reviews and questions in order to provide effective customer support and deliver better Services to all users;
y. To communicate important notices and changes to the Services provided through the Platform, including updates to Policies or Service interruptions;
z. To undertake forensics of the concerned computer resource as a part of investigation or internal audit;
aa. To process any job application, You may submit;
bb. To respond to legal, judicial, quasi-judicial process and provide information to law enforcement agencies or in connection with an investigation on matters related to public safety, as permitted by law
cc. To develop Our product and Services by enhancing and improving the safety and security of Our Services and to develop new features.
5.3. Additional Purposes Specific to Delivery Partners:
If You are a Delivery Partner, We may also use Your information to:
a. Conduct KYC checks, background verification, and right-to-work validation.
b. Allocate delivery tasks based on real-time location and availability.
c. Calculate and settle earnings, incentives, and payouts.
d. Monitor safety through dashcam footage or in-app video/audio logs, where applicable.
e. Track Service performance (e.g., order acceptance rates, Customer ratings).
f. Provide internal support, feedback, and training where needed.
5.4. Additional Purposes Specific to Customers
If You are a Customer, We may further use Your information to:
a. Manage Your saved addresses, order history, and delivery preferences.
b. Securely process payment information and confirm successful transactions.
c. Suggest offers or new Services tailored to Your usage patterns.
d. Track loyalty benefits, referral programs, or Service ratings.
6. SHARING AND DISCLOSURE OF INFORMATION
6.1. We may share Your Personal Information, including Sensitive Personal Information with Third Parties only for the purposes outlined in this Policy, and in compliance with Applicable Law(s), regulatory requirements and contractual obligations. Such sharing is limited to what is necessary to deliver Our Services effectively, ensure Platform integrity, and fulfil legal requirements.
6.2. We may disclose Your information to Third Party vendors, partners, contractors, financial institutions and service providers engaged by Dispatch, including but not limited to:
a. Background verification agencies, KYC processors, and legal compliance vendors;
b. Payment gateways, banks, and financial institutions for transaction processing and settlements;
c. IT service providers, cloud hosting partners, analytics platforms, and customer support tools;
d. Logistics or delivery vendors (where applicable) to assist in fulfilling orders or enabling rider support Services.
All such parties are contractually obligated to maintain data confidentiality and to use Your information only for the purposes for which it is shared.
Cloud Provider Note: Dispatch uses Amazon Web Services (AWS) for cloud hosting and data storage. AWS may store data on servers located outside India. AWS has implemented robust security measures, which can be reviewed at https://aws.amazon.com and https://aws.amazon.com/privacy.
6.3. As part of Our user verification process, We may share Your mobile number with Truecaller or similar Third Party services solely for the purpose of verifying its accuracy during registration or onboarding. These services operate under their own privacy policies, which We encourage You to review.
6.4. We may disclose limited Personal Information between Users to ensure smooth Service delivery and transaction visibility. This may include:
a. For Customers: Your name, delivery address, and contact number may be shared with the assigned Delivery Partner for order fulfilment. A Delivery Partner may also receive a Customer’s average rating given by the other Delivery Partners.
b. For Delivery Partners: Your name, contact number, photograph, and real-time location may be visible to the Customer receiving the order and to the Client. A Customer may also receive a Delivery Partner’s average rating given by the other Customers.
c. Where the User is a Delivery Partner, Dispatch may share Your Personal Information (including name, photograph, contact number, and government-issued identification or verification details, if applicable) with Customers or Clients, solely for the purpose of identity verification and ensuring the legitimacy of the courier assigned to the order. Such disclosures are made to promote safety, build trust, and comply with regulatory or Client-mandated verification protocols.
6.5. We may disclose Your Personal Information when required to:
a. Comply with Applicable Law(s), court orders, legal processes or law enforcements, or government agency directions, professional advisers, law enforcement agencies, insurers, government or regulatory authorities, or other organizations, if required to do so by law, or pursuant to court orders, legal processes, or lawful requests, including notices or directions from competent legal authorities, legal processes, or lawful requests by public authorities (including national security or law enforcement requirements);
b. Enforce Our Terms, Policies, or protect the rights, safety, or property of Dispatch, Our Users, or others;
c. Respond to court orders, notices, or regulatory inquiries.
Such disclosures are made in good faith and are not intended to cause wrongful loss to You or any Third Party or to provide unlawful gain to Dispatch or others.
6.6. We may disclose or transfer Your Personal Information (including Sensitive Personal Information), Subject to Applicable Law(s):
a. To Our Affiliates;
b. To trusted Third Parties and partners, including those located outside India, for legitimate business purposes such as cloud storage, customer support, identity verification, and analytics.
These transfers are carried out with appropriate legal safeguards and data protection standards.
By using the Platform, You expressly consent to such cross-border data transfers and sharing as described herein. For more details about these mechanisms, You may contact Us through the details provided in this Policy.
6.7. In the event of a merger, acquisition, reorganization, or sale of assets, Your data including Personal Information and Sensitive Personal Information may be transferred to the acquiring entity or parties as part of such transaction, provided that they continue to comply with this Policy or offer equivalent data protection standards.
6.8. We may share Your Personal Information and Sensitive Personal Information with Third Parties, this may include sharing Your contact details with marketing or advertising partners to send You promotional communications, only with Your explicit consent, in situations not covered by the categories above. You may withdraw Your consent at any time by writing to Us or managing preferences in the Platform, where applicable.
6.9. We may monitor or record Your communications or chat interactions with Dispatch, including Your interactions with Our Support Channels or Delivery Partner support teams for the purposes of training, quality control, legal compliance, and dispute resolution.
6.10. In cases where video or audio recordings (e.g., dashcam, in-app recording, support calls) are collected, such data is retained securely and access is limited and may be disclosed only for:
a. Internal safety monitoring and audits
b. Dispute resolution
c. Law enforcement requests, or
d. Platform integrity checks
We do not share such content externally for any commercial or marketing use.
6.11. Your information may be transferred, stored, or processed in countries outside India. We ensure that such transfers are compliant with applicable data protection laws and that adequate safeguards are implemented through appropriate contractual obligations and data protection standards.
6.12. We may sell or rent Your Personal Information and Sensitive Personal Information to Third Parties under certain circumstances.
7. WEBSITE VISITORS
7.1. Dispatch does not knowingly collect any Sensitive Personal Information from Visitors. However, certain provisions of this Policy, including those related to Cookies, device identifiers, and Third Party service integrations, may still apply to such individuals. If You are visiting the website without registering or providing Personal Information, You are expected to review this Policy. If You do not agree with the terms outlined herein, You should discontinue use of the website.
7.2. If You have accessed any part of the website prior to reviewing this Policy and do not wish to proceed, closing Your browser may delete session Cookies. For added certainty, You are encouraged to use the “clear cookies” option in Your browser settings, as Dispatch cannot control how each browser or device handles stored data.
7.3. If You choose to submit any Personal Information through the website or through any communication channels, You will be deemed a User, and the full provisions of this Policy shall apply to You.
8. YOUR CONSENT AND RIGHTS
8.1. Your Consent
All Personal Information and Sensitive Personal Information disclosed by You shall be deemed to have been disclosed willingly and without any coercion or undue influence. No liability pertaining to the authenticity, genuineness, potential misrepresentation, fraud or negligence regarding the information disclosed shall lie on Us, nor will We be under any obligation to independently verify any information obtained from You beyond what is required by Applicable Law(s).
We process Your Personal Information based on Your information provided to Us and explicit consent. By accessing or using the Platform or Services and/or by providing Your Personal Information and Sensitive Personal Information, You explicitly agree to the processing of Your data in accordance with this Policy.
If You provide information relating to any other individual, You confirm that You have the legal authority to do so and authorize Us to use that information in accordance with this Policy.
You further consent to being contacted by Dispatch through Our Support Channels or other communication channels for the purposes described in this Policy, including when Your number may be registered on a Do Not Disturb (DND) registry or similar opt-out list.
8.2. Right to Access, Correct or Modify Information
You may request access to, or correction of, Your Personal Information by placing a request on the Platform. You can review, update, complete, modify Your information at any time by placing a request on the Platform. If any changes You make result in unverifiable or incorrect information, We may be unable to provide access to the Platform or Our Services. We reserve the right to verify Your identity before processing such requests and depend on You to keep Your information accurate and up to date.
Requests to access or modify Your Personal Information may be denied or restricted if they infringe upon the rights of others or are otherwise prohibited by Applicable Law(s) or Company Policies.
Any updates made to Your Personal Information shall apply prospectively and will take effect only for future transactions initiated after such updates. Transactions that are ongoing or already in process will continue to be fulfilled based on the previously provided information.
8.3. Right to Delete Account
a. For Delivery Partners and Clients: If Delivery Partners and Clients wish to delete their account, they may do so by contacting Us through Our Support Channels. Upon initiating the request, they may be requested to provide a reason for discontinuing Services. Following submission, their account shall be deleted, and their access to the Platform and its features shall be discontinued.
b. For Customers: If Customers wish to delete their account, they may do so clicking the option ‘request account deletion’, provided in the respective mobile applications. Upon initiating the account deletion process, their account shall be deleted, and their access to the Platform and its features shall be discontinued.
c. Upon account deletion, Your information will either be deleted or anonymised. We may also continue to retain certain information if We reasonably believe it is necessary:
i. to prevent fraud, future abuse, and monitor any attempts to create new accounts or Profiles by Users whose accounts have been Suspended, Blacklisted, deleted or Terminated, or
ii. for the purposes of training of artificial intelligence/machine learning models or
iii. to exercise Our legal rights or to defend against legal claims, or
iv. as permitted under Applicable Law(s).
d. We are not responsible for any Personal Information or Sensitive Personal Information shared by You that may remain accessible to Third Party Websites or on search engines, or content shared with other individuals that they may have saved, copied, or redistributed.
e. We provide the Customers, the opportunity to exercise an opt-out choice if they do not want to receive non-essential communication from Dispatch, such as emails or updates from Us regarding new Services offered on the Platform.
8.4. Right to complain to supervisory authorities
If You wish to make a complaint or are unhappy with the way We process Your Personal Information or Your Sensitive Personal Information, You have the right to complain to the appropriate supervisory authority of Pune, Maharashtra, India jurisdiction. However, We would suggest to first utilize Our grievance redressal mechanism before reaching out to the supervisory authorities.
8.5. Right to Nominate
You have the right to nominate one or more individuals to act on Your behalf in the event of Your death or incapacity, in accordance with the provisions of Applicable Law(s).
9. SECURITY OF YOUR INFORMATION
9.1. We prioritize the security, integrity, and confidentiality of Your Personal Information and Sensitive Personal Information with the utmost seriousness. Our Platform adopts a multi-layered security framework to safeguard Your data from unauthorized access, misuse, alteration, or loss. From the moment Your data is collected, it is safeguarded through industry-standard encryption protocols, strict access controls, and continuous monitoring to ensure compliance with global security best practices.
9.2. Our team enforces comprehensive Policies to block unauthorized access attempts, ensuring that Your information remains protected at all times. Additionally, We conduct regular security checks and vulnerability assessments to proactively identify and mitigate potential risks, thereby maintaining the highest possible level of data security for Our Users. While We implement robust security measures, no system is completely immune to cyber threats or breaches. Accordingly, We urge You to exercise caution when sharing information and to maintain strong security hygiene, such as safeguarding Your login Credentials and updating passwords periodically.
9.3. We may, at Our sole discretion, conduct security reviews to verify Your identity or assess compliance with this Policy. You agree to promptly cooperate and provide any information or documentation reasonably requested. Failure to do so may result in Suspension or Termination of access to Your account without liability on Our part.
9.4. Despite Our best efforts, Dispatch does not guarantee the absolute security of data transmitted over the internet. We shall not be liable for any breach arising from factors beyond Our control, including but not limited to attacks on Third Party platforms, technical failures, or force majeure events.
10. USER RESPONSIBILITY FOR ACCOUNT SECURITY
10.1. You shall be solely responsible for maintaining the confidentiality of Your account Credentials and for all activities that occur under Your account. You hereby agree to:
a. To promptly notify Us of any unauthorised use of Your account information or any other breach of security.
b. To ensure that You log out from Your account at the end of each session.
10.2. We shall not be held liable for any loss or damage arising from Your failure to comply with these obligations. You may be held liable for any losses incurred by Us or any other User or Third Party due to authorised or unauthorised use of Your account, resulting from Your failure to maintain the confidentiality and security of such information.
10.3. You shall further be responsible for keeping Your login ID, passwords and OTPs confidential and secure at all times. Sharing of such Credentials is strongly discouraged. It is Your sole responsibility to promptly inform Us of any actual or suspected compromise or unauthorised disclosure of Your Credentials.
11. COOKIES AND TRACKING TECHNOLOGIES
11.1. We use Cookies and similar tracking technologies to enhance Your experience on the Platform, deliver personalized content, and analyse User behaviour to improve Our Services. These Third Party services are integrated into the Platform solely to support functionality, diagnostics, or marketing. By using the Platform, applications, or Services, You expressly consent to the terms of this Policy and the use of Cookies as outlined in this section.
A. What are Cookies and tracking technologies?
Cookies are small data files placed on Your device by websites or mobile applications. These may be session-based (deleted when You close the app) or persistent (stored for longer durations). In addition to Cookies, We may also use:
a. Web beacons or pixels to measure engagement, email open rates, or campaign effectiveness;
b. Local storage and in-app tracking tools to remember preferences and login sessions;
c. SDKs and device identifiers for performance monitoring and crash analytics.
B. How We use these technologies?
We use these technologies to:
a. Recognize You when You log in or return to the Platform;
b. Save Your preferences (e.g., saved addresses, language settings);
c. Enable secure login and session continuity;
d. Monitor app performance and system stability;
e. Analyse how Users interact with Our features and optimize accordingly;
f. Deliver personalized ads or promotions (subject to Your marketing preferences).
C. Third Party Technologies
We may allow trusted Third Party service providers to use Cookies or similar technologies for analytics, crash reporting, and advertising. These partners are bound by confidentiality and data protection obligations and may collect information such as:
a. Device type and OS
b. Location data
c. Crash logs or app performance metrics
d. User interaction patterns
Dispatch may also allow such Third Parties to provide audience measurement and analytics services, serve advertisements on behalf of Dispatch across the internet, and track and report on the performance of those advertisements. These entities may use Cookies, Web beacons, SDKs, and other technologies to identify Your device when You visit the Platform and use Dispatch’s Services
We do not control Third Party tracking technologies and encourage You to review their privacy policies for more information.
12. PUBLIC POSTS
12.1. You may provide Your feedback, reviews, ratings, testimonials, etc. on the Platform on Your use of the Services. Any content or Personal Information and Sensitive Personal Information and Posts that You share or upload on the publicly viewable portion(s) of the Platform (on discussion boards, in messages and chat areas, etc.) will be publicly available, and can be viewed by other Users and any and all Intellectual Property rights in and to such Posts shall vest with Us. Your Posts shall have to comply with the conditions relating to Posts as mentioned in the Terms. We shall retain an unconditional right to remove and delete any Post(s) or such part of the Post(s) that, in Our opinion, does not comply with the conditions in the Terms or where Applicable Law(s) require Us to remove such Post(s). We reserve the right to use, reproduce and share Your Posts for any purpose. If You delete Your Posts from the Platform, copies of such Posts may remain viewable in archived pages, or such Posts may have been copied or stored by other Users.
13. UPDATES TO THIS POLICY
13.1. Dispatch reserves the right to modify Our data privacy practices and update this Policy as and when the need arises at Our sole discretion. Any such updates will be made available on the Platform, and each version of this Policy will include the effective date and version number to help Users track changes.
13.2. We encourage Users to periodically review this Policy to stay informed about how We protect their information. However, Our fundamental commitment to protect the privacy of Users will continue to remain unchanged. We strongly suggest that You regularly check this Policy to keep Yourself informed of any updates. Your continued use of the Platform or provision of data or information after any such updates will constitute Your unconditional acceptance of the modified Policy.
13.3. Notwithstanding any changes, Our commitment to safeguarding Your Personal Information and Sensitive Personal Information and respecting Your privacy will remain fundamental and unchanged.
14. CHILDREN’S INFORMATION
14.1. We are firmly committed to protecting the privacy of minors and ensuring compliance with Applicable Law(s) regarding the collection and use of personal data of children. Our Platform is not intended for individuals under the age of 18 (Eighteen), and We do not knowingly collect or solicit Personal Information from anyone below this age. If You are under 18 (Eighteen) years of age, You may use the Platform only under the supervision and with the consent of a parent or legal guardian.
14.2. If We learn that We have unintentionally collected Personal Information or Sensitive Personal Information from a child under the age of 18 (Eighteen), We reserve the right to restrict or Terminate access to the Platform and will take appropriate steps to delete such data from Our records in accordance with Applicable Law(s).
15. GRIEVANCE OFFICER
15.1. In accordance with the Information Technology Act, 2000, Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules , 2011, Consumer Protection Act 2019 and Consumer Protection (E-Commerce) Rules, 2020, We have designated a Grievance Officer to address any concerns or complaints regarding the collection, use, or disclosure of Your Personal Information under this Policy.
15.2. If You have any questions, grievances, or requests regarding Your data or this Policy, You may contact the Grievance Officer at:
Name: Chinmay Patil
Designation: Grievance Officer
Email: grievance.support@dispatchnetwork.co
Phone: +91 95948 36944
Postal Address: 5th Floor, H Core, Solitaire Business Hub, Viman Nagar, Pune, Maharashtra – 411014, India.
Pune Office Timings: 10:00 am to 6:00 pm (Monday to Saturday)
Within 24 (Twenty-four) hours of the issue's receipt and redress the same within 15 (Fifteen) days of the date of receipt of the grievance. The Grievance Officer shall acknowledge and address Your concerns within the timelines prescribed under Applicable Law(s).
16. SEVERABILITY
16.1. If any provision of this Policy, or part thereof, is held to be invalid, unlawful, or unenforceable by any court or competent authority, such provision shall be deemed severed from this Policy to the extent necessary. The remainder of the Policy shall remain valid, binding, and enforceable to the fullest extent permitted under Applicable Law(s).