1) Who We Are & Scope

This Privacy Policy explains how Callsouq ("we", "us", "our") collects, uses, shares, and protects personal data of consumers who use our website, mobile app, and related services (the "Platform"). By using the Platform, you agree to this Policy.

If this Policy is provided in multiple languages, the English version prevails in case of any inconsistency.

2) What We Collect

We collect only what we need to operate the Platform, deliver orders, prevent fraud, and comply with law.

A. Account & Identity

Name, mobile number, email, PIN code, delivery address; age declaration (18+); verification status.

B. Orders, Payments & Wallet

Cart, orders, invoices, returns/exchanges, wallet balance & withdrawals, payment status/metadata from payment partners (we do not store full card/UPI credentials).

C. Location & Logistics

PIN code and (if you allow) device location to show branch-based inventory, estimate delivery, and assign logistics.

D. Device/Technical

IP address, device/OS, app version, crash logs, security identifiers, and cookies/unique IDs for session security and performance.

E. Support & Evidence

Customer support communications; media you submit (e.g., unboxing videos/photos to substantiate damage/shortage claims).

F. Marketing Preferences

Opt-ins/opt-outs for promotions and notifications.

Children: The Platform is for 18+ only. We do not knowingly collect data from minors.

3) Why We Use Your Data (Purposes)

• Create/manage your account; authenticate and secure sessions
• Display local/branch-based products and delivery options
• Process orders, deliveries, returns/exchanges, refunds, wallet operations
• Fraud prevention, risk control (including COD checks), platform security
• Customer support and grievance redressal
• Legal compliance (e.g., GST/tax invoices retained for 8 years)
• Improve services, fix bugs, analytics (pseudonymized/aggregated where possible)
• Personalized recommendations within the Platform (no sale of data)
• Transactional communications (order, delivery, refund, security). You can opt out of promotional messages anytime.

4) Lawful Bases & Consent

We process data under one or more lawful bases, including: your consent (e.g., precise location, marketing); performance of a contract; legal obligations (tax, invoicing, record-keeping); and legitimate uses permitted by law (security, fraud prevention, service improvement).

You may withdraw consent (for marketing/location) anytime in app settings; some features may not function without location.

5) Cookies & Similar Technologies

We use cookies/identifiers for: session security, load balancing, fraud prevention, preferences, and basic analytics. You can manage non-essential cookies via your browser/app settings. Essential cookies are required for core features.

6) How We Share Data (No Sale)

We do not sell personal data.

We share data only as needed with:

• Logistics partners (pick-up/delivery/returns)
• Payment service providers and banks (payments/refunds)
• Customer support tools and communication platforms
• Hosting, IT security, and analytics providers
• Professional advisors (legal/audit) under confidentiality
• Government/law enforcement where required by law or court order

All processors are bound to act only on our instructions and to implement appropriate security.

7) Cross-Border Transfers (If Any)

If data is processed outside India, we implement contractual and security safeguards permitted by law. By using the Platform, you consent to such transfers, subject to applicable requirements.

8) Retention & Deletion

• Your account data is retained while your account is active and for a reasonable period thereafter for support/legal purposes.
• Invoices/tax records are retained for 8 years (or longer if legally required).
• Media submitted for disputes (e.g., unboxing video) is retained only for the return/dispute window + a reasonable audit period, then deleted/anonymized.
• When data is no longer needed, we securely delete or anonymize it.

9) Your Rights

Subject to law, you can:

• Access your data; Correct/Update inaccuracies
• Delete data that is no longer necessary (statutory records like invoices may be retained)
• Withdraw consent (marketing/location)
• Know categories of third parties with whom data is shared
• Nominate a person to exercise rights in case of death/incapacity (on request)

We may request verification to protect your account. See Section 14 to exercise rights.

10) Security Measures

We apply appropriate technical and organizational safeguards: encryption in transit, role-based access, audit logs, least-privilege controls, vendor due diligence, and periodic security reviews. While we strive for robust protection, no system is 100% secure; we maintain incident response processes.

11) Reviews, Media & User-Generated Content

If you post reviews or upload media:

• Share only what is necessary; avoid sensitive personal data.
• You grant Callsouq a limited license to use such content solely to operate the Platform, verify claims, improve services, and comply with law.
• We may moderate/remove content that violates law, IP, or platform rules.

12) Third-Party Sites, Brands & Service Centers

Links or referrals to brand/manufacturer sites or service centers are governed by their privacy policies. Callsouq is not responsible for third-party practices. Review their policies before sharing information.

13) Location & Branch Model

• Location (GPS or PIN) enables branch-based availability and accurate delivery estimates.
• If you disable precise location, set your PIN manually; some features may be limited.

14) Grievance Officer & Data Requests

Grievance Officer / Data Contact

• We acknowledge complaints within 48 hours and aim to resolve within 30 days.
• Data-rights requests will require reasonable identity verification.

15) Data Breach & Notifications

If a personal-data breach likely affects your rights, we will assess, mitigate, and notify you and/or authorities as required by law, with guidance to reduce potential harm.

16) Marketing Preferences

You can opt out of promotional SMS/email/WhatsApp in the app or via unsubscribe links. You will still receive transactional updates (orders, delivery, refunds, security).

17) No Solely Automated Decisions with Legal Effect

We do not take decisions solely by automated means that produce legal or similarly significant effects without appropriate human review or safeguards.

18) Changes to This Policy

Callsouq reserves the right to update or modify this Privacy Policy at any time. The revised version will be effective from the date it is published on the Platform, as indicated by the "Last Updated" date above. Continued useof the Platform after such publication constitutes your acceptance of the revised Policy. Callsouq is not obligated to provide individual notifications of changes unless required by law. Where a change materially affects your rightsor requires fresh consent, we will provide a prominent in-app notice and seek consent where legally required. We do not apply changes retroactively to past processing without a lawful basis (and, where required, your consent).

19) Compliance Note (India)

Data processing is carried out in accordance with applicable Indian data-protection and information-technology laws, including any rules or notifications in force from time to time. Callsouq implements appropriate technical and organizational measures to safeguard personal data against unauthorized access, disclosure, alteration, or destruction.