AllEase Privacy Policy

1. Scope

This Privacy Policy applies to customers, visitors, and account holders who browse, order, contact support, participate in promotions, or otherwise use the AllEase platform. It applies to personal information collected through the mobile application, website, WhatsApp support, email support, phone support, and order-related operational workflows.

2. Information We Collect

• Account and identity information: name, mobile number, email address, gender, date of birth, login credentials, and profile preferences.
• Order and fulfilment information: delivery address, order history, cart activity, saved addresses, support notes, cancellation history, and delivery proof or delivery-dispute details.
• Transaction information: order status, payment method (Cash on Delivery), and fraud-review records.
• Device and usage information: device identifiers, app version, operating system, IP address, basic diagnostics, crash logs, and usage analytics required for security and product improvement.
• Location information: precise or approximate location where the user has granted permission or where location is required to determine serviceability or enable delivery coordination.
• Communications: emails, calls, WhatsApp messages, complaint records, grievance escalations, survey responses, and support interactions.

3. Permissions We May Request

4. How We Use Information

• Create, verify, and manage user accounts.
• Show serviceable delivery options and process marketplace orders.
• Coordinate with sellers, delivery partners, and support teams to complete transactions and resolve issues.
• Generate invoices, order confirmations, and delivery updates.
• Detect abuse, suspicious activity, account misuse, duplicate-account behaviour, or fraud risk.
• Maintain complaint and grievance records for quality, audit, legal, and service-improvement purposes.
• Comply with applicable law, court orders, law-enforcement requests, tax or accounting obligations, and internal audit requirements.
• Measure product performance, improve app usability, and support analytics, subject to appropriate internal controls.

5. How We Share Information

• We do not sell personal information as a standalone business asset. We may share information only where needed to operate the platform, complete a transaction, or comply with law.
• With marketplace sellers, to the extent necessary to process, prepare, dispatch, support, or replace a seller-listed order.
• With delivery partners or logistics coordinators, to complete delivery, confirm handover, or investigate delivery disputes.
• With service providers such as messaging, customer support, hosting, analytics, and notification vendors that help us operate the platform under appropriate contractual controls.
• With regulators, law-enforcement authorities, courts, auditors, legal advisers, or other parties where disclosure is required or reasonably necessary to protect lawful interests, investigate misuse, or comply with legal obligations.
• With a successor entity or during a corporate restructuring, merger, acquisition, or transfer of business, subject to continuity of privacy protections to the extent reasonably possible.

6. Third-Party Services

AllEase may use third-party tools for messaging, notifications, analytics, and operational support. Current or planned service providers may include providers such as Twilio, cloud-hosting vendors, customer-support tools, analytics tools, or equivalent providers selected by AllEase from time to time. Such providers may process information on our behalf only to the extent reasonably necessary to deliver the relevant service.

7. Data Retention

• We retain information only for as long as reasonably necessary for account management, transaction support, support operations, fraud prevention, audit, dispute handling, legal compliance, and internal recordkeeping. Different categories of information may be retained for different periods.
• Active account data may be retained for as long as the account remains open and reasonably active.
• Transaction, complaint, grievance, audit, fraud-review, and security-related records may be retained after account closure where continued retention is reasonably necessary.
• Unless a longer period is required by law or active dispute handling, retained transaction, complaint, payout, and fraud-related records may generally be kept for up to 1 year from the relevant event or closure date.
• Backups, logs, and security archives may persist for a limited period as part of routine retention, business continuity, and security practices.

8. Account Closure and Deletion

Users may request account deletion or closure through the in-app option, where available, or through support. After a valid deletion request is processed, the account and its associated personal data will be completely and permanently deleted from our systems. This action is irreversible, and you will lose access to all saved addresses, order conveniences, preferences, and account-linked features. Please note that certain transactional records, such as past orders and payment history, may still be retained independently for accounting, tax compliance, and legal recordkeeping purposes.

9. Your Choices and Support Rights

• You may update basic profile information, delivery addresses, and certain account preferences through the app or by contacting support.
• You may request clarification regarding account closure, retained records, or correction of inaccurate information through the contact channels listed below.
• You may control certain device permissions such as location and notifications through your device settings.
• Promotional communication preferences may be managed through in-app settings, device settings, or by contacting support, subject to service-critical communications that remain necessary for active orders or legal notices.

10. Security Practices

AllEase uses reasonable technical, organizational, and access-control measures to protect personal information against unauthorized access, misuse, alteration, disclosure, or loss. These measures may include access controls, role-based permissions, logging, monitoring, vendor controls, and operational safeguards. No internet-based or mobile service is completely risk-free, so users should also protect their devices, OTPs, passwords, and login credentials.

11. Children and Minor Users

The platform is intended for use by persons legally capable of entering transactions or by users acting under the supervision of a parent or guardian where applicable. If you believe that information relating to a minor has been provided inappropriately, please contact us so that we can review the situation and take appropriate action.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the product, operations, legal requirements, security practices, or service providers. The updated version will be posted on the platform with a revised effective or last-updated date.