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How Kwiko collects, uses, stores, and protects your personal information on our platform.
Welcome to Kwiko, an on-demand home services platform that connects customers with trained domestic helpers for instant and scheduled bookings. We are committed to protecting your personal information and your right to privacy.
This Privacy Policy ("Policy") explains how Kwiko Technologies Private Limited ("Kwiko", "Company", "we", "us", or "our") collects, uses, discloses, and safeguards your information when you use the Kwiko mobile application or any related platform (collectively, the "Platform"). This Policy applies to all users of the Platform, including Customers and service Professionals ("Workers").
By accessing or using the Platform, you agree to the terms of this Privacy Policy. If you do not agree with this Policy, please do not use the Platform.
This Policy is published in compliance with the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023, as applicable.
If you have questions or concerns, please contact us at the details provided at the end of this document.
We collect personal information that you voluntarily provide to us, that is automatically collected when you use the Platform, and that is collected from third-party sources.
1.1. Information You Provide to Us: (a) Mobile number, used for OTP-based login and identity verification; (b) full name and gender — gender is essential for our safety-based worker allocation system; (c) home or service address(es); (d) profile information such as preferences and service history; (e) payment information processed through our third-party payment provider (Razorpay / UPI); (f) feedback, reviews, and ratings you submit about Workers or services; and (g) customer support communications.
1.2. Information Collected Automatically: (a) Device information including device model, operating system, unique device identifiers, and mobile network information; (b) location data — real-time GPS coordinates to show nearby Workers, enable bookings, and verify Worker arrival within 200 metres of your address; (c) log data including IP address, app activity, timestamps, and crash reports; (d) cookies and tracking technologies used on our web-based admin interfaces; and (e) in-session timer and service duration data.
1.3. Information from Third Parties: (a) Authentication data via Firebase / Twilio for OTP verification; (b) payment confirmation data from Razorpay and UPI providers; and (c) map and navigation data from Google Maps APIs.
We use the information we collect for the following purposes:
2.1. To Provide and Operate the Platform: Authenticating your identity via OTP and managing your account session (JWT); matching you with the most suitable available Worker based on your location and our gender-based safety allocation rules; enabling instant and scheduled bookings, including displaying estimated arrival times; processing payments and managing refunds or extensions; tracking real-time Worker location and managing the in-service timer and extension system; verifying Worker arrival via GPS and selfie capture for your safety; and sending OTPs to start and end service sessions.
2.2. To Communicate with You: Sending booking confirmations, service updates, and transactional notifications via SMS, push notifications, or in-app alerts; responding to your queries and customer support requests; and sending promotional or informational communications (you may opt out at any time).
2.3. To Improve and Protect the Platform: Monitoring and analysing usage trends to improve user experience and platform reliability; detecting and preventing fraud, unauthorised access, or misuse of the Platform; conducting internal audits, data analytics, and service quality reviews; and complying with applicable laws, regulations, and legal obligations.
2.4. Gender Data — Special Note: We collect your gender as part of your profile because our platform operates a safety-first worker allocation policy. Female users are matched only with female Workers. Male users are matched with female Workers if other females are present at the location, and male Workers otherwise. This data is used solely for allocation purposes and is handled with care.
We do not sell your personal information to third parties for their marketing purposes.
We do not sell your personal information. We may share your information only in the following circumstances:
3.1. With Workers (Professionals): When a booking is confirmed, relevant details such as your name, service address, and booking information are shared with the assigned Worker to enable service delivery. Workers do not have access to your payment details or full account profile.
3.2. With Service Providers: (a) Payment processors (Razorpay / UPI) for transaction facilitation; (b) Google Maps for location-based features; (c) Firebase / Twilio for OTP-based authentication; (d) cloud hosting and infrastructure providers; and (e) analytics providers who process data only on our behalf. All service providers are bound by confidentiality agreements.
3.3. With Affiliates: We may share your information with our parent companies, subsidiaries, and affiliates for the purposes described in this Policy.
3.4. For Legal and Safety Reasons: We may disclose your information if required by law, court order, government authority, or to protect the rights, safety, and property of Kwiko, our users, or Workers. We reserve the right to cooperate fully with law enforcement agencies in accordance with applicable law.
3.5. Business Transfers: In the event of a merger, acquisition, or sale of all or part of our assets, your information may be transferred to the successor entity, subject to equivalent privacy protections.
3.6. With Your Consent: We may share your information with third parties when you have given explicit consent to do so.
Kwiko relies heavily on location data to function effectively. We collect your precise GPS location for the following purposes: (a) displaying nearby available Workers on the map home screen; (b) calculating estimated arrival times for instant bookings; (c) verifying that a Worker has arrived within 200 metres of your service address before service begins; and (d) enabling real-time tracking during active sessions.
Location data is collected only when the app is in use and active. We do not collect background location data when you are not using the app. You may deny location permissions; however, doing so will prevent you from using core booking features of the Platform.
Kwiko uses a mobile number plus OTP (one-time password) system for user login — no passwords are stored. OTPs are also used to start and end each service session, creating a verifiable record of when services begin and conclude. This data is used for security, billing accuracy, and dispute resolution.
Session tokens (JWT) are maintained for the duration of your login session and expire automatically. We do not store any passwords on our servers.
Payments on Kwiko are facilitated through third-party payment processors (Razorpay / UPI). We do not store your full card numbers, CVV, or banking credentials. We receive only a transaction confirmation and reference ID necessary for billing, refund processing, and audit records.
Extensions to a service booking are charged instantly via the same payment method. Refunds, where applicable, are processed before a Worker has been assigned to your booking.
As part of our safety mechanisms, when a Worker arrives at your location, the Platform captures: (a) a live selfie of the Worker for identity verification; and (b) the Worker's GPS coordinates, verified to be within 200 metres of the service address.
This data is logged by the system and a notification is sent to you. This information is retained for the duration of your service relationship with us and may be used for safety investigations, dispute resolution, and fraud prevention.
We retain your personal information for as long as your account is active or as needed to provide you with our services. We also retain and use your data as necessary to comply with legal obligations, resolve disputes, and enforce our agreements.
Specific retention periods: (a) Account and profile data — retained for the lifetime of your account and up to 3 years after account deletion, unless a longer retention period is required by law; (b) transaction and payment records — retained for a minimum of 7 years in accordance with applicable financial and tax laws; (c) Worker verification records (selfie, GPS logs) — retained for up to 1 year from the service date; (d) OTP session logs — retained for 6 months for audit and security purposes.
You may request deletion of your account and associated data by contacting us, subject to our legal retention obligations. When personal data is no longer required, it will be securely deleted or anonymised.
We implement appropriate technical and organisational security measures to protect your personal information from unauthorised access, disclosure, alteration, or destruction. These include: (a) JWT-based session management with token expiry; (b) OTP-based authentication to prevent unauthorised account access; (c) encrypted data transmission (HTTPS/TLS); (d) secure cloud storage with access control policies; (e) fraud detection mechanisms within the admin panel; and (f) regular security audits and vulnerability assessments.
No method of transmission over the internet or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.
You are responsible for maintaining the confidentiality of your account credentials. You should not share your OTP or other authentication details with anyone.
The Platform is intended for users who are 18 years of age or older. We do not knowingly collect personal information from children under the age of 18. If we discover that we have inadvertently collected information from a minor, we will promptly delete such information. If you believe a minor has provided us with personal information, please contact us immediately at support@kwiko.app.
Subject to applicable law, you have the following rights with respect to your personal information:
(a) Access — You may request a copy of the personal information we hold about you. (b) Correction — You may request that we correct inaccurate or incomplete information. (c) Deletion — You may request deletion of your personal information, subject to our legal obligations. (d) Withdrawal of Consent — Where processing is based on your consent, you may withdraw it at any time. This will not affect the lawfulness of prior processing. (e) Opt-out of Marketing — You may opt out of promotional communications at any time by contacting us or using the unsubscribe option.
To exercise any of these rights, please contact us at support@kwiko.app. We will respond within a reasonable timeframe in accordance with applicable law.
We use cookies and similar tracking technologies on our web-based admin interfaces and website. Cookies are small data files stored on your device that help us remember your preferences, analyse traffic, and improve functionality.
Types of cookies we use: (a) Essential Cookies — required for the Platform to function properly; (b) Analytics Cookies — help us understand how users interact with the Platform; (c) Preference Cookies — remember your settings and preferences; and (d) Marketing Cookies — used to deliver relevant advertisements and track campaign effectiveness.
You can control cookie settings through your browser preferences. Disabling certain cookies may affect the functionality of the Platform.
The Platform integrates with third-party services including Google Maps, Razorpay, Firebase, and Twilio. These third parties have their own privacy policies governing how they handle your information. We encourage you to review their policies. Kwiko is not responsible for the privacy practices of any third-party services.
The Platform may also contain links to third-party websites or applications. We are not responsible for the privacy practices or content of such third parties.
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you via in-app notification, SMS, or by prominently posting the updated policy on the Platform. The "Last Updated" date at the top of this policy reflects the date of the most recent revision.
Your continued use of the Platform after the effective date of the revised policy constitutes your acceptance of those changes.
If you have any questions, concerns, or requests regarding this Privacy Policy or the handling of your personal data, please contact us:
Kwiko — On-Demand Home Services Platform Email: support@kwiko.app Support: support@kwiko.app Grievance Officer: support@kwiko.app Address: Kwiko Technologies Pvt. Ltd., Bangalore, Karnataka, India Time: Monday to Friday, 9:00 AM to 6:00 PM
We endeavour to respond to all queries within 72 hours.
This Privacy Policy is governed by the laws of India. Any disputes shall be subject to the jurisdiction of competent courts in Bangalore, Karnataka.
Questions about your privacy? Contact us at support@kwiko.app