Privacy Policy

Account data: name, email, mobile number, account type and login details.

Order data: delivery address, landmark, location coordinates you choose to share, items ordered, order value, payment status and order history.

Merchant and partner data: shop details, Aadhaar (only in a form allowed by law, such as masked or offline verification), PAN, GST or Udyam number, FSSAI licence, drug licence, trade licence, driving licence, vehicle details, and bank or UPI details, collected for verification, legal compliance and settlement.

Technical data: device and browser information, IP address and log data used for security and fraud prevention.

Communications: messages you send to support, and your reviews.

We collect and use your personal data only with your consent, or for lawful purposes permitted under the DPDP Act, such as fulfilling your order, complying with law and preventing fraud.

When you sign up or check out we show you this notice and ask for consent. You can withdraw consent at any time. Withdrawal does not affect processing done before it, and may mean we can no longer provide some services.

To confirm and deliver your orders, and to share only the details a merchant or delivery partner needs to fulfil the order (name, phone number, address, landmark).

To verify merchants and delivery partners, prevent fraud and comply with law.

To process payments, refunds and settlements.

To give support, send order updates, and improve and secure the Platform.

To send promotions, only if you have opted in. You can opt out at any time.

With the merchant and delivery partner handling your order.

With payment gateways, banks and UPI providers to process payments.

With service providers who host, secure, message (SMS, WhatsApp, email) and support the Platform, under written confidentiality and security obligations.

With courts, regulators and law-enforcement authorities where required by law or to protect rights and safety.

In a merger, acquisition or restructure, with the successor, under the same protections.

We do not sell your personal data.

Your data is stored on secure cloud infrastructure with access controls, row-level database security and encryption in transit. Our hosting and service providers may store data in India or in other countries permitted under the DPDP Act.

We use reasonable security safeguards. No system is completely secure, but if a personal data breach affects you, we will inform you and the Data Protection Board of India as the law requires.

Delivery partners and merchants see only the data they need, and only for the duration of an order.

We keep data only as long as needed for the purpose it was collected, or as required by law (for example tax, GST and accounting records, usually up to 8 years). After that we delete or anonymise it.

Inactive accounts may be closed after a reasonable period, and we will notify you before erasing data where the law requires.

Under the DPDP Act you may ask for a summary of your personal data and how it is used and shared; ask us to correct, complete or update it; ask us to erase it (subject to legal retention); and withdraw your consent.

You may have your grievance resolved by us and, if not satisfied, complain to the Data Protection Board of India. You may also nominate another person to exercise your rights in case of death or incapacity.

To use these rights, write to support@dookan.live from your registered email or contact us in the app. Records such as invoices must be retained after account closure.

The Platform is for people aged 18 and above. We do not knowingly collect data of children. If you believe a child has given us data, write to us and we will delete it.

We use only the cookies and local storage needed to keep you signed in, remember your cart and delivery location, and keep the Platform secure. We do not use advertising trackers.

Write to support@dookan.live from your registered email to request a copy of your data, correction of your details, withdrawal of marketing consent, nomination updates or account deletion.

We acknowledge every data request immediately in the app and respond within 30 days, and in any case within the 90-day maximum published in our Grievance Redressal Policy.

Lovable Cloud — hosting, database and file storage for your account, orders and uploaded documents.

Razorpay — online payments and refunds. Card, UPI and bank credentials are handled by Razorpay and never stored by us.

Google Maps — address search, routing and map display for delivery locations.

Email and messaging providers — order confirmations, account emails and delivery updates.

Each of these processes data only on our instructions, under a contract that requires confidentiality and security measures. We keep an internal register of these providers, what they can see and where they process data, and we review it before adding any new provider.

Some of the providers above may process data on servers outside India. Such transfers are permitted under the DPDP Act, subject to any restrictions notified by the Government of India, and we check each provider's location and safeguards before use.

We ask you to confirm your delivery address before an order is routed, and we rely on the details in your account. Please keep your name, phone and address up to date so orders, refunds and eligibility decisions are made on correct information.

We monitor access to personal data and keep backups. If a personal data breach occurs we will inform the people affected without delay through the app or email, and report it to the Data Protection Board of India, with a detailed report within 72 hours as the Rules require.

We may update this Policy and will show the new date on this page. For material changes we will notify you and, where required, ask for fresh consent.