Privacy Policy

Last updated: 09/09/2025

1. Introduction

Expresso Life Solutions Private Limited ("Company", "we", "us") respects your privacy and takes the protection of personal data seriously. This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website (expressolaundry.com) or use our mobile applications (Android & iOS) and related services.

2. Scope

This Policy covers:

• Our website (expressolaundry.com).
• Mobile applications published by Expresso Life Solutions Private Limited (Android & iOS).
• Payment and KYC processes used to deliver our laundry, ironing and delivery services.
• Notifications and communications via WhatsApp and Email

3. Website data

• We do not collect personal data through the website by default (no sign-up forms, no analytics unless we explicitly enable them and update this Policy).
• Hosting logs (IP address, timestamp, user-agent) may be retained by our hosting provider for security and debugging.

4. Data collected via the mobile apps

• Identity / KYC: Masked Aadhaar (preferred), PAN, Driving License, Passport or other government IDs.
• Personal & contact: Name, phone number, email, address.
• Financial: Bank account details for payouts, refunds and settlements.
• Location: GPS/location used while the app is active for pickup, delivery and tracking.
• Device: Device identifiers, SIM detection (fraud prevention), OS, app usage logs.
• Media & files: Camera uploads for documents, proof-of-delivery photos.
• Contacts: Only if you explicitly permit access for referral features — we do not harvest contact lists without consent.

5. Aadhaar: approach, legal basis & safeguards

5.1 Legal basis

Handling Aadhaar and related KYC is governed by the Aadhaar Act, 2016, UIDAI guidelines and the Digital Personal Data Protection Act, 2023 (DPDP Act). We collect Aadhaar only where legally permitted and strictly for KYC/identity verification or when necessary for service delivery.

5.2 Prefer Masked Aadhaar

We encourage users to provide Masked Aadhaar (only last 4 digits visible). Masked Aadhaar reduces exposure of the full 12-digit number and aligns with UIDAI guidance for private-sector identity proof.

5.3 Voluntariness & alternatives

Providing Aadhaar is voluntary. Where feasible, users may provide alternate IDs (PAN, Driving License, Passport, Voter ID). We will not make routine services conditional on Aadhaar unless legally required.

5.4 Consent capture

We capture explicit, opt-in consent at onboarding before collecting Aadhaar or other sensitive data. Consent is recorded with a timestamp and stored for audit.

5.5 Storage & access

• Aadhaar and other IDs are encrypted at rest and in transit.
• Masked Aadhaar is stored by default. Full Aadhaar numbers are stored only if absolutely necessary and with documented legal justification and added safeguards.
• Access is restricted to authorised personnel and logged for audit purposes.

5.6 Retention & deletion

Aadhaar and KYC data are retained only as long as required for the stated purpose, to satisfy legal/regulatory obligations, or to resolve disputes. When no longer required, we securely delete or permanently mask the data.

5.7 Risks & compliance

Mishandling Aadhaar can attract civil and criminal penalties. We maintain strict controls and recommend that users share Masked Aadhaar wherever possible.

6. How we use personal data

• Providing and operating laundry, ironing and delivery services.
• Identity verification and KYC of partners and service providers.
• Payment processing, settlement, refunds and compliance.
• Fraud prevention, account security and misuse detection.
• Customer service, notifications and communications.
• Compliance with tax, audit and law enforcement obligations.
• WhatsApp and Email notifications for order updates, reminders, offers, service feedback, and communication related to pickups, deliveries, and payments.

7. WhatsApp & Email Communications

7.1 Purpose

We may send you communications via WhatsApp and Email to provide:

• Order confirmations, pickup and delivery updates, and payment receipts.
• Service notifications (reschedules, cancellations, or delays).
• Promotional offers, referral rewards, and loyalty program updates.
• Feedback or survey requests to improve our services.

7.2 Consent

By registering on the Expresso app or website and providing your mobile number and/or email address, you consent to receive service-related and optional promotional notifications via WhatsApp and Email.

7.3 Opt-Out

You may withdraw consent at any time by:

• Replying “STOP” to any WhatsApp message; or
• Clicking “Unsubscribe” in promotional emails; or
• Contacting our Grievance Officer (details in Section 13).

Service-critical messages (such as order status or payment receipts) may still be sent where legally or operationally required.

7.4 Data Handling

Your contact details are shared only with verified third-party service providers (e.g., WhatsApp Business API partners, email delivery platforms) for the sole purpose of message delivery. We do not sell or share your contact data with third parties for marketing.

8. Payment processing

We do not collect or store payment card details, UPI PINs or similar credentials on our servers. Payments are processed by our authorised payment gateway partner Razorpay Software Limited. We may receive limited metadata (transaction ID, amount, status) for reconciliation.

9. Data sharing

• With payment gateways and banks to process transactions.
• With delivery partners and store owners for order fulfilment (limited data only).
• With KYC/verification vendors for identity checks.
• With regulators, courts or law enforcement when required by law.
• With service providers (hosting, monitoring) under strict agreements.

We never sell or lease personal data for marketing purposes.

10. Security measures

• Encryption in transit and at rest for sensitive data.
• Role-based access controls and audit logging.
• Secure coding, vulnerability testing and periodic audits.
• Incident response and breach notification procedures.

11. Data retention

• Transaction/billing records: retained per Indian tax/accounting law.
• KYC documents (Aadhaar, PAN): retained only as legally required, then deleted/masked.
• Location/log data: retained for operational needs, then anonymised.
• WhatsApp and Email communication logs: retained only for service reference and dispute resolution, then securely deleted.

12. Your rights

As per the Digital Personal Data Protection Act, 2023 (DPDP Act), you may:

• Access your personal data.
• Correct or update inaccuracies.
• Request deletion when no legal retention applies.
• Withdraw consent for optional processing (e.g., location, contacts).
• Complain to the Data Protection Board of India if unsatisfied.

To exercise rights, contact our Grievance Officer below. Requests are acknowledged within 7 days and resolved within 30 days.

13. Children

Services are not intended for persons under 18. We do not knowingly collect children’s data. If discovered, such data will be deleted promptly.

14. Grievance Officer & contact

As required under DPDP Act, 2023:

Grievance Officer
Expresso Life Solutions Private Limited
AP 876, 2nd Street, 12th Main Rd, H Block, Anna Nagar, Chennai 600040
Landline: +91 44 46144111
Mobile: +91 73581 54111
Email: info@expressolaundry.com

15. Consent text (use in app onboarding / Terms)

                By registering for Expresso services, I consent to the collection, storage and processing of my personal data (including Masked Aadhaar, PAN, Driving License and bank account details) for identity verification (KYC), fraud prevention, payment processing and service fulfilment. I understand that providing Aadhaar is voluntary and I may provide an alternate government ID. I understand my consent will be recorded and that I can withdraw  consent subject to legal and operational requirements. I also consent to receiving service notifications and updates via WhatsApp and Email, with the option to withdraw consent at any time.
            

16. Changes to this Policy

We may revise this Policy to reflect changes in law, technology or practices. The “Last updated” date indicates the version in effect. Material changes will be notified on our website or via app notifications.

17. Additional Notes & Legal Caution

This Policy is intended for operational guidance. Handling Aadhaar is legally sensitive and carries significant penalties for misuse. Before collecting or storing Aadhaar in production, obtain specialist legal advice and ensure strong encryption, access controls, logging, retention, and key management are in place.

18. Company details

Expresso Life Solutions Private Limited
AP 876, 2nd Street, 12th Main Rd, H Block, Anna Nagar, Chennai 600040
Landline: +91 44 46144111
Mobile: +91 73581 54111
Email: info@expressolaundry.com