01 Overview
Urban Haul Solutions Private Limited ("Urban Haul", "we", "us", "our") operates a local services platform for Northeast India through three connected apps — Urban Haul (customers), Urban Haul Business (restaurants, stores, pharmacies, homestays and service providers) and Urban Haul Driver (delivery and ride partners) — along with our website at urbanhaul.in. This policy applies to all three apps and the website, collectively referred to as the "Services."
By creating an account or using the Services, you agree to the collection and use of information as described in this policy. If you do not agree, please do not use the Services.
02 Information We Collect
Information you provide
CustomerBusinessDriver
- Account details: name, phone number, email address, password or sign-in credentials, and optional profile photo.
- Addresses and location: delivery, pickup and drop addresses you save or enter.
- Order and booking details: items purchased, restaurants ordered from, medicines requested, stays booked, and services scheduled.
- Payment details: UPI ID, card details or net-banking information you enter at checkout — processed directly by our payment gateway partners, who share only the transaction status and reference ID with us.
- Support communications: messages, call recordings, or attachments you share with customer support.
Business partners additionally provide:
- Business name, category, address and operating hours.
- GSTIN, PAN, FSSAI licence (for food and pharmacy listings) and other registration or licence numbers.
- Bank account or UPI details for receiving payouts.
- Menu, catalog, pricing and listing content, and identity documents for verification.
Driver partners additionally provide:
- Driving licence, vehicle registration certificate and insurance details.
- PAN and Aadhaar (or other government ID) for identity verification.
- Bank account or UPI details for receiving payouts.
- Background verification information where applicable.
Information collected automatically
- Device information: device model, operating system, app version, and device identifiers.
- Location data: precise GPS location while a delivery or ride is active, and approximate location for nearby search and discovery.
- Usage and log data: screens viewed, features used, crash reports, and IP address.
- Cookies and similar technologies on our website — see Cookies & Similar Technologies.
Information from third parties
- Payment gateways and banking partners, confirming successful or failed transactions.
- Identity and licence verification partners, for vendor and driver onboarding.
- Mapping and navigation service providers.
- Google or Apple, if you choose to sign in using those services.
03 How We Use Your Information
- Create and manage your account across the Customer, Business and Driver apps.
- Process orders, bookings, deliveries and rides, and match customers with nearby vendors and partners.
- Process payments and vendor/driver payouts.
- Verify vendor and driver identity, licences and eligibility to operate on the platform.
- Provide real-time tracking, navigation and estimated arrival times.
- Send order confirmations, OTPs, booking updates and service notifications.
- Respond to support requests and resolve disputes.
- Detect, investigate and prevent fraud, abuse and safety incidents.
- Comply with applicable tax, licensing and other legal obligations.
- Send promotional communications, where you have not opted out.
- Analyse usage to maintain and improve the Services.
04 Location Information
Location is central to how Urban Haul works, so we treat it separately from other data.
- Customers: approximate location is used to show nearby vendors and services; precise location is used when you place an order or book a ride, to set your delivery or pickup point.
- Drivers: precise, continuous location is collected while you are online and during an active delivery or ride, for matching, navigation and safety.
- Business partners: your registered business address is used for discovery and order routing.
You can disable location access at any time through your device settings, though this will limit or disable features that depend on it, such as order matching, live tracking and navigation.
07 Data Storage & Security
We use administrative, technical and physical safeguards to protect your information, including encryption in transit, access controls, and restricted employee access on a need-to-know basis. No system is completely secure, and we cannot guarantee absolute security of information transmitted to or stored by us.
08 Data Retention
- We retain your account information for as long as your account remains active.
- After account deletion, certain records are retained where required by law — see the Account & Data Deletion policy for details on what is deleted and what is retained.
- We may retain de-identified or aggregated data, which can no longer identify you, for analytics and reporting without time limit.
09 Your Rights & Choices
- Access and correction: review and update your profile information directly within the app.
- Copy of your data: request a copy of the personal data we hold about you.
- Deletion: request deletion of your account and data at any time — see our Account & Data Deletion policy.
- Marketing opt-out: unsubscribe from promotional emails, SMS or push notifications from within app settings or via the link in any marketing message.
- Permissions: manage location, camera, contacts and notification permissions through your device settings.
- Grievances: contact our Grievance Officer for any complaint about how your data is handled — see Grievance Officer & Contact.
10 Children's Privacy
The Services are intended for users aged 18 and above, as they involve financial transactions, delivery and transportation. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected data from a child, we will take steps to delete it. If you believe a child has provided us with personal information, please contact us at privacy@urbanhaul.in.
11 Third-Party Links & Services
The Services may contain links to, or integrate with, third-party services such as payment gateways and mapping providers. This policy does not cover the practices of third parties, and we encourage you to review their privacy policies separately.
12 Payment Information
Payments are processed through licensed payment gateway partners. Urban Haul does not store your full card number, CVV or net-banking credentials on its own servers; these are handled directly by our payment partners in accordance with applicable payment security standards.
13 International Data Transfers
Your information is primarily stored on servers located in India. Where a service provider processes data outside India (for example, certain cloud or analytics infrastructure), we take reasonable steps to ensure appropriate safeguards are in place.
14 Security Incident Notification
In the event of a data breach affecting your personal information, we will notify affected users and, where required, the relevant regulatory authority, in accordance with applicable law.
15 Changes to This Policy
We may update this policy from time to time. Material changes will be notified through the app or by email, and the "Last updated" date at the top of this page will reflect the most recent revision. Continued use of the Services after an update constitutes acceptance of the revised policy.
16 Grievance Officer & Contact
In accordance with applicable Indian data protection law, you can reach our Grievance Officer with any questions, complaints or requests relating to this policy:
Urban Haul Solutions Private Limited
[Registered Office Address]
Email: grievance@urbanhaul.in
Phone: [Phone Number]
We aim to acknowledge complaints within 24 hours and resolve them within 15 days, or such other timeline as required under applicable law.
17 Governing Law
This policy is governed by the laws of India. Any disputes arising out of or relating to this policy will be subject to the exclusive jurisdiction of the courts at [City], India.
Questions about this policy? Write to privacy@urbanhaul.in.