Privacy Policy

F&W Foods Pvt. Ltd. ("F&W Foods Pvt. Ltd.", "Company", "we", "our", or "us") respects the privacy of its business partners, suppliers, customers, riders, website and app visitors, and other users ("Users"). This Privacy Policy explains how personal data is collected, used, stored, shared, and protected when Users interact with our website, mobile applications (including the Rider App), or engage with us for business purposes.

This Policy is framed in accordance with applicable Indian laws, including the Information Technology Act, 2000, related rules and the Digital Personal Data Protection Act, 2023 ("DPDP Act").

1. Information We Collect

a) Personal and Business Information

• •Name
• •Email address
• •Phone number
• •Company name and designation
• •Business identification details (including GST, where applicable)

Such information is collected when:

• •Customers contact us through our website, mobile app or offline stores.
• •Users register or onboard as suppliers, distributors, or business partners
• •Apply for employment or professional engagement
• •Participate in commercial discussions or transactions

b) Technical and Usage Information

• •IP address
• •Browser type and device information
• •App/Website usage and interaction data
• •Device identifier and push-notification token (see Section 2 for Rider App detail)

This information is collected automatically to ensure website functionality, analytics, and security.

2. Purpose of Collection and Processing

Personal data is collected and processed strictly for legitimate business purposes, including:

• •Business communication and relationship management
• •Supplier onboarding, vendor management, and partnerships
• •Rider onboarding, identity and vehicle verification, and payout processing
• •Processing payments and commercial transactions
• •Responding to enquiries and service requests
• •Recruitment and hiring activities
• •Compliance with applicable legal and regulatory requirements
• •Website or App performance, analytics, and security enhancement

We do not process personal data for any purpose incompatible with the above.

3. Sharing and Disclosure of Information

Personal data may be shared on a need-to-know basis with:

• •Payment service providers, for processing transactions and rider payouts
• •Cloud hosting and storage providers, for secure storage and infrastructure
• •Google Firebase Cloud Messaging (FCM), for delivering app push notifications
• •Internal logistics and operations systems, for order management and delivery fulfilment
• •Professional advisors (legal, accounting, compliance)
• •Government authorities or regulators where required by law

All third parties are required to maintain confidentiality and implement reasonable security measures.

*We do not sell Users' personal data. We do not use advertising or third-party tracking SDKs, and the application is not used for cross-app or cross-site tracking. *

4. Cookies and Tracking Technologies

Our website may use cookies or similar technologies to:

• •Enhance user experience
• •Remember user preferences
• •Analyse website traffic and usage

Users may disable cookies through browser settings; however, certain website features may be affected.

5. Data Security

We implement reasonable technical and organisational safeguards to protect personal data from unauthorised access, misuse, loss, or alteration. While industry-standard measures are followed, Users acknowledge that no electronic transmission or storage system can be guaranteed to be completely secure.

6. Data Retention

Personal data is retained only for as long as necessary to:

• •Fulfil the purposes for which it was collected
• •Comply with legal, regulatory, or contractual obligations

Upon expiry of the retention period, data is securely deleted or anonymised.

7. User Rights

Subject to applicable law, Users have the right to:

• •Request access to their personal data
• •Request correction of inaccurate or incomplete data
• •Request deletion of personal data, unless retention is legally required

Requests may be made using the contact details provided in Section 14 and will be addressed within timelines prescribed under law.

8. Account Deletion

Riders may delete their account directly within the Rider App via Profile → Delete Account. Once a deletion request is submitted, the associated account and profile data will be deleted, subject to the exception below.

Certain records — including KYC documents, identity verification data, and financial/payout records — may be retained beyond account deletion only where required to comply with applicable legal, tax, or regulatory obligations. Such records will be securely deleted or anonymised once the applicable retention period expires.

9. Marketing Communications

The Rider App does not send promotional offers, marketing messages, or third-party advertising communications to riders. Riders may receive operational and transactional notifications only — for example, order/delivery alerts, account, verification, and payout-related updates — which are necessary for the functioning of the platform and cannot be opted out of while the account remains active.

10. Children's Privacy

Our website and services are intended solely for business users and professionals. We do not knowingly collect personal data from individuals below 18 years of age.

11. Policy Updates

This Privacy Policy may be updated periodically. Any changes will be posted on this page, and continued use of the website or app shall constitute acceptance of the updated Policy.

12. Location Data Collection — Driver App

To ensure the seamless fulfillment of orders placed through our Delivery App, our Driver App collects and processes your real-time location data while you are active on the platform and during an active delivery.

The Driver App collects precise location data, including while the app is running in the background, only during an active delivery or active work shift. Background location collection stops automatically when the delivery is completed or the rider ends their shift or logs out.

This location data is used solely for the following purposes: enabling customers to track their order in real time, optimizing delivery routes for faster and more efficient fulfillment, verifying proof of delivery at the correct address, ensuring driver safety and operational accountability, and resolving any disputes related to delivery status or timing.

Your location data may be shared with our logistics and operations team, and with the e-commerce platform to enable real-time order tracking for customers. We do not sell your location data to third parties, and all data is stored securely in compliance with applicable data protection laws.

13. Coupons and Refunds

Coupons and promo codes are single-use and apply only to the order they are redeemed on. If an order is cancelled, returned or refunded, in full or in part, the refund will be limited to the amount actually paid by the customer. The coupon value will not be refunded, credited or reinstated, and the coupon cannot be used again.

If you want it to cover partial refunds and first-order coupons too, use this longer version:

Coupons and Refunds

Coupons and promo codes are single-use and apply only to the order they are redeemed on.

Once a coupon has been applied to an order, it is treated as used, even if the order is later cancelled, returned or refunded.

Any refund will be limited to the amount actually paid by the customer. The coupon or discount value will not be refunded, credited to the wallet or reinstated.

For a partial refund, the coupon discount will be split across the items in proportion to their price, and only the amount paid for the affected items will be refunded.

14. Contact and Grievance Redressal

In accordance with the Digital Personal Data Protection Act, 2023, the details of our Grievance Officer are set out below:

*Grievance Officer:* Neeraj Sinha

*Designation:* Director

Company Address: F & W Foods Private Limited, Lower Ground Floor, D-1, iNNOV8, Saket District Centre, Saket, Chattarpur, South Delhi, 110017

*Email:* neeraj.sinha@fwfoods.in

For general questions, concerns, or requests relating to this Privacy Policy or personal data, please contact us at support@fwfoods.com