Privacy Policy

Familywala Eshop Pvt Ltd and its affiliates (which we refer to collectively as “Familywala,” “we,” or “us”) are dedicated to offering web-based solutions that connect customers with service professionals who can provide specific services. This Privacy Policy is designed to explain how we collect, store, use, process, and disclose the personal data that you share with us when you interact with our website at https://familywalaservices.com or the mobile app, both of which we refer to as the “Platform.” It also applies when you access or use the products and services that we offer through the Platform (collectively referred to as the “Services”). The services provided to you by service professionals through the Platform are called “Professional Services.”

At Familywala, we take your privacy seriously. We understand the importance of your personal data and are committed to keeping it safe. In order to provide you with the Services and Professional Services, we need to collect and process certain personal information. This Privacy Policy is here to help you understand how we use that information.

Please note that, unless otherwise defined in this Privacy Policy, the capitalized terms will have the same meanings as set out in our Terms and Conditions, which you can find here: https://familywalaservices.com/terms. We encourage you to read this Privacy Policy together with our Terms.

By using our Services, you’re confirming that you’ve read and understood this Privacy Policy, and that you agree to the way we handle your personal data as outlined here.

To get a better idea of how this Policy applies to you, please take a look at Section 1.

1. BACKGROUND AND KEY INFORMATION

(a) How this Policy applies:

This Privacy Policy applies to individuals who access or use our Services, or who otherwise avail themselves of the Professional Services offered through the Familywala Platform. To clarify, whenever we refer to “you” in this Policy, we’re talking about the end users who interact with or use the Platform, whether as a customer, vendor, or service provider.

By using our Platform, you explicitly consent to the collection, storage, usage, and disclosure of your personal data as described in this Policy. This consent is given voluntarily and forms the basis for our relationship with you, enabling us to provide personalized and efficient services through the Platform.

(b) Review and Updates:

We regularly review and update our Privacy Policy to reflect changes in our practices or to comply with new laws and regulations. We encourage you to review this Policy from time to time to stay informed about how we’re protecting your data. If we make significant changes, we will notify you either through email or by placing a notice on our Platform.

It’s important that the personal data we hold about you is both accurate and current. If you notice that any of the information, we hold is incorrect, or if anything changes, please inform us so we can update our records. This helps ensure the services we provide are seamless and accurate.

(c) Third-Party Services:

While using the Platform, you may come across links to third-party websites, plug-ins, services, or applications (referred to as “Third-Party Services”). These third-party services may have their own privacy policies, and when you interact with them, they may collect data about you. Please note that Familywala has no control over, and makes no representations regarding, these third-party services. We do not endorse or take responsibility for their privacy practices.

Whenever you access a third-party service via our Platform, we recommend reviewing that service’s privacy policy before sharing any of your personal information. This will give

Your insight into how your data will be managed.

(d) Data Security:

At Familywala, we prioritize the security of your personal data. We use industry-standard security measures to protect your information from unauthorized access, loss, or alteration. However, while we take steps to safeguard your personal data, we cannot guarantee absolute security, especially in the case of online transactions or in situations beyond our control. It is always advisable to ensure your devices and accounts are secure.

(e) Purpose of Data Collection:

We collect and process personal data for specific purposes, including but not limited to:

Providing you with personalized recommendations and offers based on your usage of the Platform.

Facilitating communication between you and service professionals.

Enhancing the Platform’s functionality and ensuring a seamless user experience.

Handling billing, payments, and any necessary refunds related to the services you avail.

Complying with legal and regulatory requirements, including financial reporting and dispute resolution.

(f) Types of Data We Collect:

When you use our Platform, we collect various types of data, which may include:

Personal Identifiable Information (PII): Your name, contact details, address, and payment information.

Service Usage Data: Information related to the services you book or provide, such as booking details, service history, and reviews.

Technical Data: Device information, IP address, browser type, and operating system used to access the Platform.

Location Data: If applicable, location data may be collected to provide location-based services, like finding nearby vendors or service professionals.

(g) Sharing Your Data:

We may share your personal data with:

Service Providers and Vendors: If you book a service, we may need to share your details with the relevant service provider to fulfil your request.

Third-Party Partners: In some cases, we may share data with trusted partners for marketing, analytics, or service improvement purposes. These partners are required to protect your data in accordance with this Policy.

Legal Compliance: We may disclose your data if required by law, such as in response to legal processes, court orders, or government requests.

(h) Retention of Data:

We retain your personal data only for as long as necessary to fulfil the purposes outlined in this Policy. After that, we securely delete or anonymize the data unless further retention is required by law, regulation, or to resolve any disputes.

(i) Your Rights:

As a user, you have certain rights concerning your personal data:

Access: You have the right to request a copy of the personal data we hold about you.

Correction: You can request corrections to any inaccuracies in your personal data.

Deletion: You may request the deletion of your personal data, subject to certain legal restrictions.

Opt-out of Marketing: You can opt out of receiving marketing communications from us at any time by following the unsubscribe link in any marketing emails or contacting us directly.

(j) Cookies and Tracking Technologies:

We use cookies and similar tracking technologies to improve your experience on our Platform. These technologies help us track user preferences, measure site traffic, and display personalized content. You can control the use of cookies through your browser settings, but please note that disabling cookies may affect the functionality of the Platform.

(k) Children’s Privacy:

The Platform is not intended for individuals under the age of 18. We do not knowingly collect personal data from children. If you believe that we have inadvertently collected data from a child, please contact us immediately so that we can take steps to remove the information.

2. PERSONAL DATA THAT WE COLLECT

At Familywala Services, we take your privacy seriously and strive to ensure that your experience on our Platform is smooth, secure, and personalized. In order to deliver the best service possible, we collect different types of personal data. Below, we detail what information we collect, how we use it, and why it’s necessary.

(a) Types of Personal Data We Collect:

1. Contact Data:

Why We Collect It: This information helps us communicate with you regarding the services you’ve requested, confirm your bookings, provide updates, and offer support if needed. We need to ensure that we can always reach you to keep you informed.

What We Collect: Your home address, email address, phone numbers, and occasionally, location data such as your city or region. This enables us to offer localized services and ensure prompt communication with you.

How We Use It: To send you booking confirmations, reminders, customer support responses, and other necessary communications.

2. Identity and Profile Data:

Why We Collect It: This data helps us identify you on the Platform and ensures that your interactions are secure and tailored to your preferences.

What We Collect: Your full name, profile picture (if provided), username, and gender. This is used for creating and maintaining your user profile, enabling us to deliver a personalized experience.

How We Use It: To identify you as a user and help with personalized services and support.

3. Marketing and Communications Data:

Why We Collect It: This allows us to better understand how you engage with our communications and tailor our offerings to your preferences. It also helps us keep you informed of promotions, updates, or services that might be of interest to you.

What We Collect: Your preferences regarding marketing communications, feedback you provide on the Platform, responses to surveys, comments, and interactions in chat boxes, blogs, or forums. We also track responses to our promotional offers and newsletters.

How We Use It: To send you personalized offers, promotional content, and other communications based on your preferences and interactions.

4. Technical Data:

Why We Collect It: This data helps us improve the technical performance of our Platform and ensure that it works efficiently on all devices.

What We Collect: Your IP address, browser type, operating system, device ID, access times, pages visited, and other information related to how you use our Platform (for example, clicks, device type, and session duration).

How We Use It: We use this data to monitor Platform performance, troubleshoot issues, and enhance your overall experience. It helps us understand user behaviours and identify areas for improvement.

5. Transaction Data:

Why We Collect It: This is necessary for processing payments and confirming your bookings. We need to ensure that transactions are secure and that payments are accurately recorded.

What We Collect: Information about the services you’ve booked, partial credit or debit card details (processed through secure third-party payment gateways), UPI IDs, and transaction history.

How We Use It: We use this data to complete your transactions and track payments for services rendered. It also helps us handle refunds or disputes and provide customer support.

6. Usage Data:

Why We Collect It: Understanding how you use the Platform allows us to optimize the features and services we provide. It helps us build a better, more intuitive experience for you and other users.

What We Collect: Data about your activity on the Platform, such as your booking history, time spent on the Platform, clicks, and pages viewed. We also track how often you use the Platform and which features you interact with most.

How We Use It: This helps us improve the layout, design, and functionality of the Platform, ensuring it’s user-friendly and responsive to your needs.

7. Customer Support Data:

Why We Collect It: If you contact our customer support team, we gather this information to resolve issues promptly and effectively. It ensures you receive the help you need in a timely manner.

What We Collect: Data from your inquiries, chat logs, phone call records, and support tickets.

How We Use It: We use this data to resolve your issues and improve the customer service experience. It also helps us track recurring issues and work on improvements.

8. Geolocation Data:

Why We Collect It: To offer services that are localized to your specific area, such as finding nearby service professionals or offering location-based promotions.

What We Collect: Your precise or approximate location through GPS or IP address.

How We Use It: To help you find service professionals or vendors in your area and provide services that are tailored to your location.

9. Feedback and Review Data:

Why We Collect It: Feedback is essential for improving the quality of our services. By collecting reviews and ratings, we can ensure that we meet the expectations of our users and identify areas where we can do better.

What We Collect: Comments, ratings, and reviews that you submit for services or service professionals, along with any additional feedback you provide.

How We Use It: We use this data to improve our services, assist other users in making informed decisions, and continuously enhance the quality-of-service delivery.

(b) Aggregated Data:

In addition to the personal data we collect, we may also aggregate data into statistical form for analysis.

Why We Collect It: Aggregated data allows us to gain insights into trends, user behaviour, and overall performance of our services. It helps us understand what’s working and where we can improve.

What We Collect: This data could include general information about user behaviours, service usage trends, and demographic statistics. While it doesn’t directly identify individual users, we may combine this with other data to create more actionable insights.

How We Use It: We use this data to enhance the services we offer, improve our marketing strategies, and optimize the Platform’s functionality. It’s crucial for long-term planning and ensuring that the Platform meets the needs of our users.

(c) What Happens If You Choose Not to Provide Your Personal Data?

We understand that you may not want to share certain personal information. However, please note that some of the data we collect is essential for the proper functioning of the Platform and to offer you the services you need.

Why Some Data Is Required: Certain personal data, such as your contact details and payment information, are necessary for processing transactions, confirming bookings, and communicating with you. Without these, we may not be able to provide the full range of services.

What Happens If You Don’t Provide It: If you choose not to provide mandatory personal data, we may not be able to offer you specific features or services. For example, if you don’t provide your payment details, we won’t be able to process your transactions, and if your contact details are missing, we may not be able to confirm or update your bookings.

(d) Data Retention:

We retain your personal data for as long as it is necessary to fulfil the purposes for which it was collected and to comply with our legal obligations.

How Long We Keep Your Data: We keep your data only as long as necessary for providing services, fulfilling legal obligations, resolving disputes, and enforcing agreements. Once the data is no longer required, we either anonymize or delete it.

Retention for Legal Compliance: In certain cases, such as financial transactions or disputes, we may need to keep your data for longer periods to meet regulatory requirements or legal obligations.

(e) Sharing Your Data:

We respect your privacy and take steps to protect your data. However, we do share data in certain scenarios:

With Service Providers: We share your data with service professionals who fulfil the services you request through the Platform.

With Trusted Partners: From time to time, we work with third-party vendors to help us with tasks like analytics, marketing, and technical support. These partners are bound by data protection agreements to ensure that your information is safeguarded.

For Legal Reasons: If required by law, we will disclose your personal data to authorities or other third parties in response to legal requests, such as subpoenas or court orders.

(f) Your Rights Over Your Personal Data:

You have rights regarding your personal data, and we want to ensure you can easily exercise those rights.

Access and Correction: You can request access to your personal data or ask us to correct any inaccuracies in it.

Deletion of Data: If you no longer wish to use our services, you can request the deletion of your personal data. However, certain legal obligations may prevent us from deleting it immediately.

Marketing Opt-Out: You can opt-out of receiving marketing communications at any time. Just follow the “unsubscribe” link in our emails, or contact us directly.

3. HOW DO WE COLLECT PERSONAL DATA?

At Familywala Services, we employ a variety of methods to collect personal data from you. This ensures that we can provide the best possible experience, personalized to your needs. The data we collect helps us improve our services, make the Platform more user-friendly, and deliver more relevant content and offerings. Below is a more in-depth look at how we collect personal data:

(a) Direct Interactions

Personal data is actively provided to us when you engage directly with the Familywala Platform. This happens when you interact with us or use our Services. Key scenarios include:

Creating an Account: When you sign up for Familywala Services, you give us essential information like your name, email address, phone number, and password. This data allows us to authenticate your identity and provide you with a customized experience.

Using Our Services: When you avail yourself of any services offered on our Platform, you provide us with details like the type of service requested, preferred time, location, and any specific requirements. This helps us match you with the appropriate service providers.

Promotions, Polls, and Surveys: We often run promotions or surveys that you can voluntarily participate in. These allow us to collect personal preferences and opinions about our services. For instance, if you participate in a user poll or feedback survey, we collect your responses and use them to improve our offerings.

Requesting Marketing Communications: If you opt to receive newsletters or promotional materials, we store your contact details and communication preferences. This ensures that you receive the kind of content you’re most interested in.

Reporting Issues or Providing Feedback: If you experience any problems with the Platform or have suggestions, you provide us with relevant details like the issue description, your contact information, and any relevant images or screenshots. This helps us resolve issues and improve your experience.

(b) Automated Technologies or Interactions

Whenever you use our Platform or Services, certain data is automatically collected through technical methods. This information is crucial for monitoring the Platform’s performance, analysing user behaviour, and enhancing the overall user experience. We collect data in the following ways:

Cookies & Web Beacons: These small files are stored on your device to help us recognize your preferences, improve site performance, and offer a more personalized experience. Cookies help us track the pages you’ve visited, your login information, and the frequency of your visits. For instance, we might use cookies to remember your login session so you don’t have to log in repeatedly.

Pixel Tags: These are small pieces of code that track your actions on our website or within the Platform. This data is used to gather information on the effectiveness of our advertising campaigns, website analytics, and user engagement.

Server Logs: Our servers automatically log your IP address, the time you visited the site, and the pages you accessed. This helps us troubleshoot issues, monitor security, and understand user activity on the Platform.

Location Tracking: In some cases, if you enable location services, we may collect data about your physical location. This is essential for services like finding nearby service providers or suggesting location-specific offers.

(c) Third Parties or Publicly Available Sources

Sometimes, we receive personal data about you from third-party sources. This can include external providers or publicly available databases. Here’s how this works:

Technical Data from Analytics Providers: We partner with analytics services (e.g., Facebook Analytics, Google Analytics) that track user interactions with the Platform. This data helps us analyse trends, measure engagement, and optimize user experience.

Identity and Profile Data from Service Professionals: If you’re a user looking for professional services (e.g., salon, cleaning, etc.), we may gather your data from service providers who list their offerings on our Platform. Service professionals provide us with basic information about their services, pricing, availability, and contact details.

Publicly Available Sources: In some cases, we may retrieve your data from publicly available sources like social media profiles or professional networks to enhance our service offerings or verify your identity when needed.

Affiliate Entities: If you’re referred to us through one of our affiliate partners, we may receive your contact or profile information, including service preferences or past transactions.

(d) Social Media Interactions

If you engage with Familywala Services through social media platforms like Facebook, Instagram, LinkedIn, etc., we may collect data based on these interactions. This includes:

Likes, Shares, Comments: When you interact with our content (e.g., liking, sharing, or commenting on posts), we may collect this information to better understand your interests, which helps us tailor future campaigns.

Social Logins: If you use your social media accounts to sign into Familywala Services (e.g., “Login with Facebook”), we may access information like your name, email, profile picture, and public posts. This data streamlines your sign-up process and helps us verify your identity.

(e) Customer Support and Communication

If you reach out to Familywala Services for support or to resolve an issue, we collect relevant details from your communication. This can include:

Queries and Issues: When you report a problem or make a request, we capture your query, the nature of the issue, and your contact information. This allows us to provide timely resolutions.

Follow-Up Information: To ensure satisfaction and improve future service, we may reach out to you after an interaction. We may collect feedback on how well your issue was handled and if there’s anything we could do to improve.

(f) Referrals and Recommendations

If you refer someone to Familywala Services or share our services with others, we may collect information about the individual you’ve referred. This could include:

Contact Information: We may ask for their name, phone number, or email address to invite them to join the Platform. If they accept the invitation, this allows us to facilitate the onboarding process and offer them tailored services.

Incentive Tracking: If the referral system includes rewards or bonuses, we may track your referral progress to ensure that you receive your due rewards. This also helps us understand how our referral program is performing.

(g) Payments and Transactional Data

When you make payments for services on Familywala Services, we collect information necessary for processing those transactions, including:

Payment Details: This includes information such as your credit or debit card number (processed securely), UPI ID, billing address, and transaction amount. We use this data to ensure payments are processed correctly.

Transaction History: We keep a record of your transactions with us, including the services you’ve availed, amounts paid, payment dates, and any outstanding payments. This helps us maintain a transparent and accurate account of your activities on the Platform.

(h) Public Forums and Community Interactions

If you engage with our community features, such as posting reviews, ratings, or participating in discussions, we collect and store the content you share. This can include:

Feedback and Reviews: Your experience with a service professional is valuable to us and other users. When you post reviews or feedback, we collect the content you’ve shared, along with any accompanying personal data like your username or profile.

Community Interaction Data: Posts in our forums, blogs, or chat groups are also stored and monitored to maintain the community’s integrity and ensure a healthy discussion environment.

(i) Location-Based Data

Location-based data is collected when you use certain services on the Platform that require location information. Examples include:

Service Provider Search: If you are looking for services near your location, we collect your location data to match you with the nearest available providers.

Geotagging for Service Delivery: If a service requires in-person delivery or attendance, we use your location data to schedule the right time and service provider based on your proximity.

(j) Device and Connectivity Information

To ensure the smooth functioning of our Platform across various devices, we collect the following data:

Device Information: We track the type of device you use (smartphone, tablet, PC, etc.), its operating system, and its browser type. This helps us optimize the Platform for the best possible user experience.

Network Information: The kind of network you use (Wi-Fi, mobile data) may be recorded to optimize data usage and troubleshoot connectivity issues.

(k) Third-Party Integrations and Services

At Familywala Services, we may use third-party tools and services that require us to share certain data:

Third-Party Payments: If you use services like PayPal or Stripe to pay for services, they collect and store your payment information to process the transaction securely.

Social Sharing Features: If you connect with Familywala Services through third-party services like Google or Facebook, those services may collect personal data. You should review their privacy policies for more information.

4. HOW DO WE USE YOUR PERSONAL DATA?

At Familywala Services, our primary objective in collecting and processing personal data is to provide you with a seamless and efficient experience while ensuring your privacy is respected and protected. Below is a more comprehensive breakdown of how we use your personal data and the reasons behind these practices:

(a) Legal Basis for Processing Your Personal Data

We process your personal data based on different legal grounds. This ensures that we comply with applicable data protection laws. The legal grounds for processing your personal data include:

Performance of Contract – To fulfil our obligations and provide you with the Services and Professional Services you have requested.

Consent – In certain cases, we may seek your explicit consent to collect and process specific types of personal data.

Legitimate Interests – We may process your data for purposes like customer service, fraud prevention, and marketing, provided these do not override your rights and freedoms.

Compliance with Legal Obligations – To comply with relevant laws, regulations, or legal orders, such as tax, employment, or anti-money laundering obligations.

Protection of Vital Interests – In the rare event where the processing of your personal data is necessary to protect your vital interests, we will do so.

(b) Providing the Services to You

To deliver our services, we need your personal data to manage and maintain your account. Here’s how we use your data to provide the best experience:

Account Creation & Registration: When you create an account or register on the Platform, we collect your identity and contact details to verify your identity, ensure secure login, and create your user profile.

Booking Services: Personal data is required to facilitate service bookings, such as your contact information, location details, and transaction history. This allows us to confirm appointments with service professionals, send reminders, and manage any changes or cancellations to bookings.

Transaction Processing: We use your transaction data, including partial payment information (such as credit card numbers, UPI IDs), to securely process payments for services and to track your payment history for billing purposes.

Personalized Service Offering: Your preferences, past bookings, and feedback are analysed to provide you with personalized recommendations for services or professionals, improving your experience on the Platform.

(c) Customer Experience and Service Improvement

We use your personal data to enhance your experience by improving our services:

Customer Support: We leverage your data (including communication records, service-related inquiries, and feedback) to offer assistance, resolve any issues, and enhance our customer support efforts. Your data helps us understand the nature of your inquiries and provide prompt and relevant responses.

Tailored Recommendations: Based on your service history and preferences, we can suggest new services or professionals that may interest you. By analysing your usage patterns, we can recommend services in line with your needs, ensuring you have a more relevant experience.

Feedback Collection: After providing a service, we may request your feedback to gauge your satisfaction. This helps us enhance the services and professional offerings, making them more suited to your needs and preferences.

Service Optimization: By examining usage data, such as how often you book services, your location, and service frequency, we can optimize service delivery, enhancing both the efficiency and the variety of available options.

(d) Legal Obligations and Compliance

We may be required to use your personal data for purposes that align with our legal obligations or protect our legitimate interests:

Legal Compliance: We are obligated to store certain personal data for compliance with national laws, regulations, and industry standards. This includes retaining transaction records, tax information, and other data to comply with tax and financial reporting obligations.

Protection of Rights and Interests: In the event of a legal dispute, we may use your personal data to defend our legal rights, resolve disputes, or address any violations of our Terms and Conditions. For example, if we receive a legal request from a government authority, we may disclose your data as required by law.

Court Orders and Legal Claims: If required, we may disclose your personal data in response to court orders, subpoenas, or government investigations. We will ensure that such disclosures are made in compliance with the law and that your rights are not unduly compromised.

(e) Marketing and Promotional Activities

We believe that marketing is essential for keeping you informed about our latest services and offerings. However, we respect your preferences when it comes to receiving promotional content:

Direct Marketing: We use your personal data, including your contact information and service usage data, to send you updates, promotions, and offers related to services you’ve shown interest in. This ensures that the content is relevant to you.

Personalized Marketing Communications: Through analysing your past interactions, services, and preferences, we can tailor our marketing messages. This could involve promoting services similar to what you’ve already used, offering discounts, or informing you about new service categories.

Third-Party Marketing Partners: With your consent, we may share your data with trusted third-party partners to provide you with additional marketing materials that might be relevant to your preferences.

Opt-Out Options: You always have the ability to opt-out of receiving marketing communications from us. Every marketing email will include an unsubscribe link, and you can also modify your preferences directly in your account settings.

(f) Third-Party Service Providers and Affiliates

We may need to share your personal data with third-party service providers and affiliates to ensure the efficient provision of the Services:

Service Professionals: We share relevant personal data (such as your location, service preferences, and communication details) with service professionals you book through the Platform. This enables them to fulfil your requests effectively.

Payment Processors: To process your payments securely, we may share limited payment details with trusted payment processors. These companies handle sensitive financial information and ensure that transactions are completed securely.

Technical and Operational Support Providers: We work with third-party companies that provide technical support, web hosting, analytics, and cloud storage services. These partners help us maintain the functionality, security, and performance of the Platform.

Business Partners and Affiliates: In some cases, we may share personal data with affiliated companies within the Familywala group to provide integrated services, cross-promotions, or joint offers. These affiliates are bound by confidentiality agreements to ensure your data is protected.

(g) Research, Development, and Service Enhancement

Your data also plays an essential role in improving our services through ongoing research and development efforts:

R&D for Service Enhancement: We use your aggregated data for research purposes to explore new ways of enhancing the Platform and its features. This helps us create a more efficient, user-friendly service that meets your evolving needs.

A/B Testing: We may conduct A/B testing on various features or interfaces on the Platform. Personal data may be used in these tests to understand how users interact with different designs, allowing us to implement improvements based on actual user feedback.

(h) Business Transition

In the event of a merger, acquisition, or sale of Familywala Services or its assets, your personal data may be transferred:

Mergers and Acquisitions: If Familywala Services is involved in a business transaction (e.g., merger, acquisition, or asset sale), your personal data may be transferred to the acquiring entity. We will notify you of such a change and ensure that your data is handled with the same level of care and security.

Business Reorganization: During a business reorganization, your personal data may be transferred to a new service provider or entity that will continue to provide services under similar terms.

(i) Data Retention and Deletion

We ensure that your data is not kept for longer than necessary:

Data Retention Period: We retain your personal data only for as long as necessary to fulfil the purposes outlined in this Policy or as required by law. For example, we may keep transaction records for accounting purposes or other legal requirements.

Data Deletion or Anonymization: Once your data is no longer required, we either delete or anonymize it in a manner that protects your privacy. If you request the deletion of your account, we will remove your data, except where legal obligations or business requirements mandate otherwise.

5. COOKIES

(a) What are Cookies?

Cookies are small text files that websites store on your device (computer, tablet, or smartphone) when you visit a website. These files contain small amounts of data and are used to remember things like your browsing preferences, login details, or the pages you visited during your last session.

How Cookies Work: When you visit a website, the website can send a cookie to your device. Your browser stores it on your device, and on your next visit to the same website, your browser sends the cookie back to the website. This helps the website “remember” things like your language preferences, your previous activities, or how you like the site to be displayed.

Why Do We Use Cookies: Cookies are used to improve your experience by ensuring that the website functions as expected. Without cookies, you would have to re-enter preferences every time you visit the site, which would be time-consuming and less convenient. Cookies can also help websites track users’ activity for analysis and improvement.

(b) How We Use Cookies

We use cookies for a variety of purposes, which can broadly be categorized as follows:

User Identification:

Why We Use It: When you visit FamilywalaServices.com, cookies help us recognize you as a registered user. This means you don’t have to log in repeatedly during your visit. Cookies store your login credentials, so we can welcome you back and display personalized content without needing you to sign in every time.

What It Does: This process helps you have a more efficient and personalized experience. For example, you won’t need to re-enter information like your email or preferences.

Preference Saving:

Why We Use It: Cookies allow us to remember your individual preferences between visits, such as the language, the layout of the platform, and any other user-specific settings you have chosen.

What It Does: The next time you visit the platform, the settings you previously selected will already be applied, saving you time and making the experience feel more consistent. For example, if you have set a default language, we will show the platform in that language automatically.

Tracking and Analytics:

Why We Use It: Cookies allow us to track your activity on the website, such as what pages you visit, how long you stay on each page, and what actions you take (such as filling out a form or clicking on a button). This helps us understand how users interact with the Platform.

What It Does: By analysing this data, we can make improvements to the user interface and functionality. For example, if we notice that users frequently leave the site after visiting a particular page, we can investigate the issue and improve the design or content to reduce drop-off rates.

Advertising:

Why We Use It: Cookies help us serve you relevant ads that match your interests. For example, if you show interest in a particular service (like salon booking), you may see ads related to salons or beauty services when you browse other websites. This makes the advertisements more relevant and useful to you.

What It Does: Cookies track which ads you’ve seen, which ones you clicked on, and how often you see specific ads. This data is used to measure ad performance, ensure you’re not seeing the same ad repeatedly, and ultimately make advertising more relevant to your needs.

Site Traffic and Performance:

Why We Use It: By analysing how visitors interact with the site (such as which pages are viewed most frequently, how long visitors stay on each page, etc.), we can gauge the overall performance of our site.

What It Does: This data helps us identify popular areas of the site and potential issues. For instance, if visitors tend to leave after visiting certain pages, we may improve the user experience on those pages, helping to retain more visitors.

We may work with third-party providers (such as Google Analytics or ad networks) who use cookies to analyse website traffic and assist with advertising campaigns. These third-party service providers are bound by agreements to use the data solely for helping us improve our business. They do not have access to use this data for any other purposes.

(c) Third-Party Cookies

In addition to our own cookies, you may encounter cookies placed by third-party services on certain pages of the Platform. These third-party cookies are used by organizations that are separate from FamilywalaServices.com. Examples include:

Third-party Advertisers: These cookies track your activity across multiple websites to serve you ads that are relevant to your interests. These cookies help advertisers understand which ads you interact with and how well their campaigns are performing.

Analytics Providers: Some external analytics services (like Google Analytics) use cookies to collect data on how users engage with the Platform. They help us understand things like how users navigate our site, how often they return, and which content is most appealing. These analytics services help us improve the design and functionality of the Platform.

Social Media Integration: If you engage with our content through social media channels (like sharing a page on Facebook or liking something on Instagram), these social media platforms may place cookies to track your activity. These cookies may be used to tailor content to you on those platforms or track how often you share content related to FamilywalaServices.com.

We Do Not Control Third-Party Cookies:

Please be aware that FamilywalaServices.com has no control over the cookies placed by third-party service providers. Each third-party may have its own privacy policy, and we recommend you review those policies if you wish to learn more about how they collect and use data. For example, if you see an embedded YouTube video or a Twitter feed on our website, these services may place their own cookies to collect information about your interactions with the content.

(d) Managing and Controlling Cookies

You have the ability to control cookies through your browser settings. Most browsers allow you to:

Accept or reject cookies.

Set your browser to alert you whenever a cookie is being sent.

Delete cookies that are already stored on your device.

If you choose to disable cookies, certain features of the Platform may not function properly, and you may need to manually adjust preferences or re-enter login credentials each time you visit the Platform. However, disabling cookies will not prevent you from using the Platform; it may just limit certain features or affect your overall experience.

How to Manage Cookies: You can adjust your browser settings to control how cookies are managed. Each browser is different, so refer to your browser’s help section for detailed instructions on how to manage cookie settings.

We use cookies to provide a more personalized, functional, and efficient experience for you. If you have any concerns about how we use cookies, or if you wish to know more, feel free to contact us at info@familywalaservices.com.

`6. DISCLOSURES OF YOUR PERSONAL DATA (Expanded)

We understand the importance of your privacy, and we aim to be as transparent as possible regarding how we handle your personal data. The following outlines in greater detail the situations where your personal data might be shared, the purposes for which it will be disclosed, and the measures we take to ensure its security.

(a) Sharing Personal Data with Third Parties

As part of our operations and service provision, we may need to share your personal data with several third parties. Here’s how your data is shared:

Service Professionals

Purpose: To enable service professionals to provide you with the Professional Services you request. For example, if you book an appointment with a professional, your personal details (name, contact number, service request) are shared with them so they can fulfill the request.

Process: Service professionals may use the data to confirm your booking, send appointment reminders, or request further details to tailor the service to your needs.

Internal Third Parties (Familywala Group Companies)

Purpose: To support operations and enhance your experience, we may share your personal data with other companies within the Familywala group. This helps streamline internal operations, such as product development, customer service, and internal marketing campaigns.

Process: Data might be shared internally to ensure that all departments (e.g., customer support, sales, tech support) have the information needed to deliver services and support to you effectively.

External Third Parties

Purpose: Several external entities may receive your data, but only in the context of providing you with the services you’ve requested. These third parties may include:

Trusted Third Parties: Service providers who assist us in running the platform, like hosting services, marketing agencies, payment processors, and customer support platforms.

Analytics Providers: Companies that analyse platform usage data (such as Google Analytics or advertising networks like Facebook) to help us improve your experience and understand platform trends.

Other Users of the Platform: In certain cases, your data (especially profile-related) may be shared with other registered users of the platform, but only when you make specific requests or give explicit consent.

Regulatory Bodies: If required by law or regulation, your data may be shared with authorities, regulatory bodies, or other entities for legal compliance, audits, or investigations.

(b) Protection and Control of Your Data

To ensure that your personal data remains protected, we have implemented the following control measures:

Security of Your Personal Data:

We require all third parties to handle your data securely and in line with applicable laws. This ensures that your personal data is not misused, lost, or accessed without proper authorization.

Our third-party service providers are bound by contracts that limit their use of your personal data solely to the specific purposes for which they were engaged. This helps prevent unauthorized access and reduces the risk of your personal data being used for other purposes.

Data Usage Limitations:

We do not allow third parties to use your personal data for their own purposes. Any data shared with them is strictly to assist us in fulfilling our obligations to you and to provide the services as outlined. They are prohibited from using this data for marketing, profiling, or any other personal benefit unrelated to their work with us.

(c) Situations Requiring Data Disclosure

There are specific instances where we may need to disclose your data, which include but are not limited to:

Business Transactions (Mergers, Acquisitions, or Asset Sales):

In the event of a business transition, such as a merger or acquisition, your personal data may be transferred to the new business entity. We will take steps to notify you in advance and ensure that your data continues to be handled in accordance with this Privacy Policy.

Example: If Familywala were to be acquired by another company, the new owners would inherit the right to manage and process your data under similar security and privacy obligations.

Legal Requirements and Compliance:

If a court order, government agency request, or legal obligation requires us to disclose your personal data, we will comply. This may occur when:

We are required by law to report financial transactions.

We need to assist in the investigation of fraudulent activities.

We are responding to a subpoena or similar legal directive.

Example: In the case of a tax audit, your personal transaction data may be disclosed to the relevant authorities to comply with tax reporting requirements.

Protection of Rights and Safety:

If it is necessary to protect our rights, the rights of others, or the safety of individuals, we may disclose your personal data. This could include sharing information with law enforcement or government agencies to prevent crime, fraud, or other harmful activities.

Example: If we detect fraudulent activity or suspicious transactions on our platform, we may need to share the details with financial institutions or law enforcement agencies for investigation.

(d) Data Transfers Across Borders

As a global platform, Familywala may transfer your personal data to other countries where we or our service providers operate. Here’s how we handle cross-border transfers:

Global Operations:

Your data may be stored or processed in countries other than your home country, especially if our third-party service providers are located in different regions. We ensure that any international transfer complies with data protection regulations, and we take adequate measures to protect your data during transfer.

Third-Party Providers in Other Jurisdictions:

We may engage third-party service providers located outside your home country to assist us with processing your data (e.g., cloud storage services or global customer support). In such cases, we ensure that these third parties adhere to appropriate data security standards and legal requirements.

(e) Retention and Deletion of Your Personal Data

Retention Period:

Your personal data will only be retained for as long as necessary to fulfill the purposes outlined in this policy or as required by law. We regularly review the data we hold and will safely delete or anonymize it when it is no longer needed for the purposes it was collected.

For example, if you cancel your account with us, we will delete your personal data after a set retention period unless we are required to retain it for legal, financial, or operational purposes.

Legal and Regulatory Compliance:

Certain data may need to be retained for a longer period to comply with legal obligations. For example, we may need to retain transaction data for tax or accounting purposes or for compliance with consumer protection laws.

Final Thoughts:

We are committed to safeguarding your personal data, ensuring it is only shared when necessary and with trusted parties. Any sharing of your data is carefully controlled, and we continuously monitor how it is used to ensure compliance with applicable laws and our internal standards.

If you have any questions or concerns regarding the disclosure of your data or how it is handled, we encourage you to contact us directly. We’re here to ensure that your experience with Familywala remains safe, transparent, and trustworthy.

7. YOUR RIGHTS IN RELATION TO YOUR PERSONAL DATA

At Familywala, we respect and value your privacy. We understand that the data you provide us is personal, and we want to ensure you feel in control of it. This section explains your rights regarding your personal data and how you can manage it when using our platform. Here’s an overview of the rights you have in relation to your data:

(a) Access and Updating Your Personal Data

We believe that having access to your personal data is essential for transparency and to help you stay informed. You have the following rights when it comes to your personal data:

Right to Access: You can request a copy of all the personal data we hold about you at any time. This includes everything from your name, contact information, account details, to any records related to the services you’ve used. If you want to review what we have, simply reach out to us via email at privacy@Familywalaservices.com. We’ll respond within 7 working days, providing you with your requested data in a clear and accessible format.

Right to Rectify: If any of your data is outdated or incorrect, you have the right to update it. For example, if your contact number changes, or if you notice that your profile information is wrong, you can correct that directly through your account or request us to update it. Keeping your data accurate helps us serve you better, so we always encourage you to keep it current.

Right to Erasure (Right to be Forgotten): You also have the right to request that we erase your personal data under certain circumstances. This may apply if, for instance, you no longer wish to use our services, or if you believe we no longer have a legitimate reason to retain your data. If you choose to delete your data, we’ll process your request unless we are required by law to retain it for specific reasons (such as tax obligations).

Right to Data Portability: In certain cases, you may wish to transfer your data to another service provider. For example, if you’re moving to a different platform and want to carry over certain data, we can provide your personal data in a structured, machine-readable format. This makes it easier for you to transfer your information without hassle.

Response Time: We aim to process and respond to any of your requests regarding your personal data within 7 working days. However, depending on the complexity of your request, it might take a bit longer. If that happens, we will notify you of any delays and explain the reason.

(b) Opting-out of Marketing and Promotional Communications

We know how important it is to maintain your preferences regarding marketing communications, and we want to respect your choices. If you no longer wish to receive marketing materials or promotional content from us, you have several options:

Opt-Out of Marketing Communications: Every email or message we send for marketing purposes will include a clear opt-out link or instructions on how you can unsubscribe. Whether it’s an email about new offers or upcoming events, you can opt-out whenever you wish.

Processing of Opt-Out Requests: Once we receive you opt-out request, it may take up to 10 business days for us to process it fully. During this period, you may still receive some communications that were already scheduled. Please understand that we need a little time to ensure all systems are updated.

Transactional Communications: Even if you choose to opt-out of promotional messages, we will still send you essential emails related to your user account. This includes updates regarding the services you’ve used, changes to your account, or other transactional communications that are necessary for the functioning of your account.

(c) Right to Restrict Processing

In certain situations, you may not want us to process your personal data further, but you may not want it deleted entirely. If this is the case, you can request us to limit or restrict how we process your data. The restriction might apply in the following situations:

If you believe the data, we hold is inaccurate and need us to verify it.

If you believe our processing is unlawful but don’t want to erase your data.

If we no longer need your data, but you require it for legal reasons (e.g., to defend a claim).

When you request a restriction, we will store your data but won’t use it for any purpose unless we’re legally required to do so.

(d) Right to Object to Processing

You have the right to object to how we process your personal data, particularly when we rely on legitimate interests as our legal basis for processing. If you believe our processing of your data doesn’t align with your rights or interests, you can object. Upon receiving your objection, we will assess it carefully and will stop processing your data unless we have compelling legitimate grounds to continue.

For example, if you don’t agree with how we’re using your data for certain marketing purposes, you can raise an objection. We’ll then review your request and ensure your data is handled in a way that aligns with your preferences.

(e) Right to Withdraw Consent

When we process your data based on your consent (such as when you sign up for marketing emails or agree to terms of service), you can withdraw that consent at any time. After withdrawal, we will stop processing your data for the purpose for which consent was given.

For example, if you initially agreed to receive our promotional emails, but later change your mind, you can easily withdraw your consent by unsubscribing or reaching out to us. It’s your data, and we respect your right to change your mind.

(f) Right to Lodge a Complaint

If you believe that your rights regarding your personal data have not been respected or that your data hasn’t been handled properly, you have the right to lodge a complaint with the relevant data protection authority in your jurisdiction. However, we encourage you to reach out to us first—we value your trust and want to ensure your concerns are addressed directly by our team.

We take data protection very seriously, and we’re always ready to help resolve any issues promptly.

(g) Notifications of Changes to Your Data

We also recognize that sometimes changes to your data might be required. If we make any significant updates to the data we hold about you, or if we plan to use your data in a different way, we’ll let you know through notifications. This includes:

Changes to the way we use your data (e.g., a new purpose for collecting it).

Any security incidents or breaches that might affect your personal data.

Data transfers, particularly if your information is being shared with another party.

You will always be informed well in advance about significant changes to ensure you can make informed decisions about how your data is managed.

(h) Exercising Your Rights

We want to make exercising your rights as easy as possible. If you have any requests about your personal data—whether it’s to access, update, delete, restrict, or object to the processing of your information—please feel free to contact us at privacy@Familywalaservices.com. Our team will help guide you through the process.

If you have any concerns or questions about your rights or how we handle your data, we’re here to help and will work with you to ensure your rights are respected.

8. DELETION OF ACCOUNT AND PERSONAL DATA

We understand that you may at some point wish to delete your account and the personal data associated with it. We want to ensure you have control over your information. Below, we explain how the deletion process works in more detail, along with important considerations.

(a) How to Delete Your Account and Personal Data

If you choose to delete your account and personal data, you can initiate the process by sending a request email to privacy@Familywalaservices.com. Once we receive your request, we will start processing it within 7 (seven) working days.

Here’s what you should know about this process:

What Happens When Your Account is Deleted: Once your account is deleted, you will lose access to all the services associated with your account, including any personal content or history. This means you will no longer be able to book services, use your user profile, or engage in any activities related to the services we offer.

Loss of Access to Professional Services: If you’ve been receiving professional services via our platform, deleting your account will mean you can no longer access or request these services.

Inaccessible Personal Data: After deletion, your personal data associated with your account will be deleted from our systems. This includes identifiable details like your name, contact data, and any other personal information we have collected.

(b) Data Retention for Legal Purposes

While your account and personal data may be deleted from our active systems, certain data related to transactions and legal obligations may be retained for a set period in accordance with the law. These types of data are typically retained to meet our compliance and regulatory requirements, such as:

Financial Data: If you made any purchases or transactions, records related to payment history, invoices, or receipts may be kept for financial auditing or tax reporting purposes.

Legal Compliance: We may retain certain data for purposes related to regulatory compliance. This could include records that help us demonstrate compliance with laws such as consumer protection regulations, taxation, or anti-money laundering laws.

Dispute Resolution: In the event of any legal disputes, we may need to retain your data for purposes of resolving those issues. This might include transaction records, communications, or any other relevant data.

We ensure that all retained data is handled securely and in compliance with applicable data protection laws.

(c) Data Anonymization and Deletion

When you delete your account, we may still retain anonymized data for analytical or business purposes. This data is non-personally identifiable, meaning it cannot be used to identify you. For example, we may keep aggregated usage statistics to improve our platform or services, but no personal details will be linked to this data.

(d) Communication Post Deletion

After your account is deleted, we may still contact you in certain situations where it is necessary for legal or business purposes. For example, we may need to:

Resolve outstanding financial matters: If there are any pending payments or issues that require your attention, we may still contact you even after account deletion.

Legal or Compliance Notices: If there are legal obligations to notify you about certain actions (e.g., a subpoena, dispute, or regulatory compliance), we may still send you the required communications.

(e) Backup Data and Delayed Deletion

While we will take immediate steps to delete your account and personal data from our primary systems, it may take a bit longer for all copies of your data to be deleted from our backup or archive systems. These backups are typically kept for operational reasons or disaster recovery purposes. However, rest assured that we implement strict security measures to protect any backup data during this period.

(f) Your Right to Withdraw Consent

Even after account deletion, you may have certain rights under data protection laws, such as the right to withdraw consent for the processing of personal data where applicable. If you have concerns about how we’re processing your data, please feel free to contact us, and we will address your requests in line with our legal obligations.

Key Points to Remember

Immediate Effects of Deletion: Once your account is deleted, you lose access to the services and any professional services provided through the platform.

Legal and Compliance Retention: Some data may be retained for compliance purposes, even after account deletion.

Retention of Anonymized Data: We may keep aggregated and anonymized data for statistical or operational purposes.

Post-Deletion Communication: In certain circumstances, we may need to contact you even after your account has been deleted.

Backup Systems: Deletion from active systems occurs immediately, but backup copies may persist for a short time.

We hope this provides you with a clear understanding of the deletion process and the factors we consider when handling your data. Should you have any further questions or need assistance, please feel free to contact us at privacy@Familywalaservices.com. We’re here to help!

9. TRANSFERS OF YOUR PERSONAL DATA

We recognize that the security and privacy of your personal data are of utmost importance, and we are committed to ensuring that all personal data is transferred, stored, and processed in compliance with applicable data protection laws. Below is an expanded explanation of how we handle the transfer of your personal data across borders, and the protections we put in place to safeguard your information.

(a) International Transfers of Personal Data

As part of the Services we provide, your personal data may be transferred to and stored in countries other than the country where you reside. The reasons for such transfers include but are not limited to the following:

Location of Our Servers and Data Storage Facilities: To ensure smooth delivery of our Services, we may use cloud storage and server infrastructure that is located in multiple countries. This means your personal data may be stored in data centres located outside your country of residence, depending on where our service providers host their servers. For example, if our servers are hosted in countries like the United States or European Union, your personal data could be transferred to those regions to ensure efficient access and processing.

Global Operations and Third-Party Service Providers: Familywala may work with various external partners, vendors, and service providers located in different parts of the world. These third parties may include companies providing services such as payment processing, analytics, customer support, marketing, or technical assistance. Some of these service providers may need access to your personal data for the purposes of assisting us in delivering the Services. In such cases, the data will be transferred to the country where the service provider is based, which may be different from your country of residence.

Cross-Border Data Transfers in the Digital Ecosystem: As the digital landscape continues to evolve, we may also be required to transfer your personal data to jurisdictions where we do not have physical presence or operations. For example, if we use a third-party advertising platform or data analytics provider located outside your region, we may need to transfer your data to allow those companies to perform their services. These transfers may occur as part of standard business operations, such as marketing campaigns or performance tracking.

We make every effort to ensure that the data transfer process is secure and compliant with applicable laws and regulations in both the source and destination countries. The countries to which your data may be transferred may not have the same level of data protection laws as your home country. However, we take steps to mitigate any risks associated with these transfers.

(b) Safeguards for International Data Transfers

To ensure the safety of your personal data during international transfers, we take several key actions:

Compliance with Data Protection Laws: We adhere to relevant legal frameworks, including the General Data Protection Regulation (GDPR) in the European Union and similar data protection laws in other regions. These regulations require that we establish safeguards when transferring personal data across borders to ensure that it is treated with the same level of protection as if it were stored within your country of residence. In certain circumstances, we may rely on mechanisms such as Standard Contractual Clauses (SCCs) or other legal safeguards to ensure compliance with data protection requirements.

Data Security Measures: We implement strong technical and organizational security measures to protect your personal data from unauthorized access, loss, alteration, or disclosure during international transfers. These measures include encryption, secure communication protocols (such as HTTPS), and access controls that limit who can view or process your data.

Transparency and Communication: We are committed to being transparent with you about how and where your data is being transferred. If there are any significant changes in our data transfer practices, we will update our privacy policy and notify you accordingly. This ensures that you are fully aware of how your data is being handled, no matter where it is stored or processed.

Third-Party Contracts and Data Processing Agreements: When we transfer your personal data to third-party service providers, we require those providers to enter into data processing agreements (DPAs) that outline their responsibilities to protect your personal data and ensure it is processed in accordance with the law. These agreements ensure that third-party vendors, such as cloud storage providers or payment processors, implement the necessary security measures to safeguard your data.

(c) Your Consent to Data Transfers

By submitting your personal data to us, you acknowledge and consent to the transfer, storage, and processing of your data as described in this section. You agree that your data may be transferred to countries outside of your country of residence for the purposes of providing you with the Services and related activities.

We understand that you may have concerns about international data transfers, especially regarding the security of your personal data. Rest assured that we take all necessary precautions to ensure that your data is handled securely, even when transferred across borders. If you wish to know more about how your data is being transferred or the specific safeguards we have in place, please do not hesitate to contact us.

(d) Your Rights in Relation to International Data Transfers

In accordance with applicable laws, you may have certain rights regarding your personal data when it is transferred to other countries. These rights may include:

Right to be informed: You have the right to be informed about the transfer of your personal data, including the countries to which it is being transferred and the safeguards we have implemented to protect it.

Right to access: You have the right to request a copy of the personal data we hold about you and ask for further details about how it is being processed, including any international transfers.

Right to object: In some cases, you may have the right to object to the transfer of your personal data to certain countries or service providers. If you have concerns, we will work with you to find solutions that ensure your privacy preferences are respected.

If you have any concerns or questions about the international transfer of your personal data, or if you would like to exercise any of your rights, please feel free to contact us at privacy@Familywalaservices.com. We are committed to ensuring that your personal data remains safe, no matter where it is transferred or processed.

10. DATA SECURITY (Expanded and Detailed)

At Familywala, we are dedicated to safeguarding your personal information by implementing a wide range of data protection measures. Our goal is to ensure that your personal data remains secure, protected, and used responsibly across all interactions with our platform and services. Here’s a more detailed breakdown of the security measures we adopt and your role in protecting your data.

(a) Security Measures Implemented on the Platform

We apply multiple layers of security to ensure your data remains protected at all times. These include:

Data Encryption:

We utilize SSL (Secure Socket Layer) encryption to secure communication between your device and our platform. This ensures that sensitive data such as personal information, payment details, and login credentials are transmitted in an encrypted form, making it nearly impossible for unauthorized parties to intercept and read.

End-to-End Encryption may also be used in certain services, ensuring that your personal communications or sensitive data remains private between you and the recipient, without being accessed by third parties, including Familywala itself.

Password Protection and Authentication:

All users are required to create a unique password to access sensitive areas of the Platform. This password is hashed and stored securely, making it unreadable even to Familywala’s staff.

To further enhance security, we offer multi-factor authentication (MFA), which requires users to verify their identity through multiple forms (such as a mobile phone code) in addition to their password, providing an extra layer of protection.

Password Complexity Guidelines: We also suggest using complex passwords (combining upper and lowercase letters, numbers, and special characters) to make it more difficult for unauthorized users to gain access.

Call Masking and Secure Communication:

Our call masking technology ensures that your phone number and other contact information remain private during voice calls with service professionals. This feature is designed to prevent malicious users from obtaining your contact details, which could otherwise be misused.

We also implement secure messaging protocols for in-platform communications, ensuring that all your exchanges with service professionals and other users are encrypted and not vulnerable to eavesdropping.

Physical Security Measures:

We house our data in high-security data centres with restricted access, and only authorized personnel are allowed to enter these facilities.

These data centres are equipped with 24/7 surveillance systems, security personnel, and other physical barriers to ensure that only trusted employees have access to the infrastructure hosting your data.

Network Security:

We protect your data with state-of-the-art firewalls, intrusion detection systems (IDS), and intrusion prevention systems (IPS) to prevent unauthorized network access or hacking attempts.

Our systems are regularly updated to patch vulnerabilities, ensuring that we stay ahead of emerging threats and cyberattacks.

Regular Security Audits:

We regularly conduct internal and third-party security audits to ensure that our platform remains secure against evolving threats. These audits help us identify vulnerabilities and take corrective actions to keep your data safe.

We also perform penetration testing (ethical hacking) to simulate real-world attacks and find weaknesses in our systems before malicious actors can exploit them.

Compliance with Global Standards:

Our platform adheres to international data protection regulations, including GDPR (General Data Protection Regulation), CCPA (California Consumer Privacy Act), and other regional privacy laws that ensure a high level of transparency and protection for your personal data.

We also comply with industry standards for data security, such as ISO 27001, which defines the requirements for a comprehensive information security management system (ISMS).

(b) Your Responsibility for Password Security

While we have implemented extensive security measures, your active participation is vital in keeping your account and data secure:

Keeping Your Password Private:

The security of your account depends significantly on how well you protect your password. We strongly recommend that you never share your password with anyone—not even with Familywala support staff. We will never ask you to reveal your password.

Never store passwords in plaintext on your devices or write them down in accessible locations. Use a secure password manager to store your passwords if needed.

Reporting Suspicious Activity:

If you notice any suspicious activity on your account, such as unfamiliar logins or transaction history, we encourage you to notify us immediately so that we can investigate the situation and take necessary actions.

If your password is compromised, change it as soon as possible and inform us, so we can further secure your account and assist in recovering it.

Regularly Update Your Password:

We recommend changing your password periodically to further mitigate the risk of unauthorized access. Passwords should be updated especially if you suspect any possible breach or after using public or shared devices.

Secure Your Devices:

Ensure that your devices, such as computers, smartphones, and tablets, are protected with up-to-date security software, including antivirus and anti-malware programs. This will prevent malicious software from compromising your data and password.

Use device lock screens with PINs, passwords, or biometrics (fingerprint, face recognition) to ensure that even if your device is lost or stolen, no one can access your account.

Be Cautious of Phishing Attempts:

Be wary of unsolicited emails or messages that ask you to click on links or provide your personal details. Always verify the source of the communication and avoid clicking on suspicious links or attachments.

Familywala will never ask for your password, credit card details, or other sensitive information via email or SMS. If you receive such a message, report it to us immediately.

Your Trust, Our Commitment

We believe that ensuring the security of your personal data is a shared responsibility. While Familywala has put in place rigorous security measures to protect your data, it is important that you also take steps to maintain the confidentiality and integrity of your account.

We are committed to continuously improving our security measures and responding to emerging threats in a timely and effective manner. If you have any questions or concerns about our data security practices, or if you need assistance with securing your account, do not hesitate to reach out to us. Your safety is our priority.

11. DATA RETENTION

At Familywala, we are dedicated to maintaining a clear understanding of how long your personal data is retained and the rationale behind its retention. It is essential for us to ensure the secure management of your information and its timely deletion when no longer needed. Below, we continue to elaborate on how long we store your personal data, why we retain it, and additional considerations for its management.

(c) Retention Period for Specific Data Types

The data retention period varies depending on the type of personal data we collect and its purpose. Some of the factors influencing the retention period include:

User Account Information: Your account details, such as login credentials and profile data, are retained as long as your account is active. If you deactivate your account, we will retain this information for a period necessary to ensure that we can manage any post-termination obligations or disputes. Typically, this data will be retained for up to 12 months after account deactivation.

Transaction and Payment Data: For transactions made through our platform, we will retain details such as the products or services purchased, payment methods, and transaction dates. We typically retain this information for 7 years, in alignment with accounting and tax regulations, as well as for any potential dispute resolution.

Communication Records: If you contact us for customer support or any other inquiries, we will retain your communication records to ensure quality service and for future reference. These records may be kept for up to 3 years, depending on the nature of the issue or feedback provided. However, if the communication contains any legal disputes or complaints, we may retain the records longer for legal purposes.

Marketing and Subscription Data: Information related to your marketing preferences, opt-in/opt-out choices, and subscriptions to promotional materials will be retained only for as long as you remain subscribed. You can request to unsubscribe at any time, and once unsubscribed, we will retain minimal data for a period of up to 1 year, mainly for audit purposes or to ensure that you do not receive marketing materials.

(d) Data Deletion Process

When your personal data is no longer required, it will be deleted or anonymized in a secure manner, as follows:

Automated Deletion: For certain types of data, such as marketing preferences or non-transactional interactions, we use automated systems to ensure that any unnecessary data is deleted after the retention period expires. This reduces the risk of data over-retention and helps maintain compliance with applicable data protection laws.

Manual Review: For sensitive or legally regulated data, we conduct periodic reviews to ensure that data is not retained beyond its necessary purpose. Any data that no longer serves a legitimate business, contractual, or legal purpose is securely deleted.

Data Anonymization: In cases where we need to retain data for analysis or business intelligence purposes (e.g., aggregated data for research), we will anonymize your personal data. Once anonymized, the data can no longer be associated with any specific individual, and therefore, does not pose a privacy risk.

(e) Legal and Regulatory Retention Requirements

In addition to our internal business needs, certain laws and regulations may require us to retain your personal data for a specific period. These legal retention requirements are based on industry standards and regulatory frameworks such as:

Tax and Accounting Laws: We retain transactional and payment data to comply with local tax and accounting laws, which often require financial records to be maintained for a minimum period (typically 7 years). This is essential for auditing purposes, potential legal investigations, or dispute resolution.

Consumer Protection Regulations: To ensure we meet the standards set by consumer protection laws, we retain data relevant to customer transactions, feedback, and complaints. These records help us uphold our commitment to customer rights and ensure compliance with consumer laws.

Employment and Contractual Records: If you enter into a contractual relationship with Familywala, such as becoming a service provider or vendor, we may be required to retain the details of this contract for a specified period. These documents may be kept for as long as 10 years, or as required by the terms of the contract or applicable law.

Anti-Money Laundering and Fraud Prevention: We may be required to retain certain personal and transactional data for fraud detection, prevention, and reporting purposes in accordance with anti-money laundering regulations. This retention is typically up to 5 years, in alignment with industry standards.

(f) Your Control Over Data Retention

As a user of Familywala’s services, you have the right to control the retention of your personal data to a certain extent:

Access and Update: You can always access, update, or correct any of your personal data within your account settings on the platform. This empowers you to ensure that the information we retain is always accurate and up to date.

Request for Deletion: If you no longer wish to use the Services and want your personal data deleted, you can send a request to privacy@Familywalaservices.com. We will take action to delete your data as soon as possible, as outlined in our Deletion of Account and Personal Data section. Please note that some data may still be retained for legal or business purposes.

Request for Data Retention Review: If you believe that we have kept data beyond the necessary period, you can request a review of your data retention practices. We will assess whether any data can be securely deleted or anonymized in accordance with applicable laws and our internal policies.

(g) Data Retention for Business Continuity and Improvement

In certain cases, we may retain certain data to ensure business continuity and ongoing improvements to our platform. This includes:

Customer Experience Improvement: By retaining aggregated feedback, transaction patterns, and usage data, we can continuously improve the quality of our services, ensuring a better experience for you and other users. This data helps us in our research and development efforts, enhancing features, and personalizing our services based on user needs.

Business Analytics and Planning: We may retain non-personally identifiable data for business planning and analysis purposes. This aggregated information helps us understand market trends, customer behaviours, and operational efficiencies, ultimately enabling better decision-making and strategic planning.

Backup and Recovery: Personal data may be retained in backup systems for disaster recovery purposes, ensuring that data is recoverable in the event of a technical failure or system disruption. This data will be stored securely and only for the duration necessary to ensure business continuity.

Our Commitment to Data Retention Best Practices

At Familywala, we are committed to ensuring that your personal data is handled securely, retained only for as long as necessary, and deleted in accordance with applicable laws. We also understand the importance of transparency and will always notify you if your data is retained for extended periods or used in ways that were not originally disclosed.

12. BUSINESS TRANSITIONS

In the course of our business operations, Familywala may undergo significant changes, such as a merger, acquisition by another organization, or the sale of all or a portion of our assets. These transitions may involve the transfer of personal data as part of the business assets being transferred. Your personal data, along with other business records, could be included in such transfers.

It is important to us that you understand how your data will be treated during these transitions. We are committed to ensuring that your privacy and personal information are protected, even during a business transition. Below are additional details on how we handle personal data in such situations:

1. a) Data Transfer and Security in Business Transitions:

In the event of a merger or acquisition, your personal data may be transferred to the acquiring company or organization. As part of the transition process, we will take every precaution to ensure that any transfer of your personal data is done securely and in compliance with applicable laws. The new organization may be bound by the same privacy obligations or may have new policies that we will inform you about.

1. b) Notifications of Data Handling Changes:

If the nature of the business transition results in significant changes to how your personal data is handled (e.g., new privacy policies, changes in how data is stored or shared), we will notify you promptly. We may send you an update or notification regarding changes to our privacy practices, ensuring that you are aware of how your information is being used moving forward.

1. c) Your Rights Post-Transition:

Even after a business transition, your rights concerning your personal data will remain a priority. You will continue to have the ability to access, update, or delete your personal data as per the provisions of this privacy policy. If the new organization changes how personal data is handled or introduces new policies, you will be informed, and you may have the option to exercise your rights as applicable under data protection laws.

1. d) Contractual Obligations and Legal Compliance:

During and after a business transition, Familywala is committed to adhering to its legal obligations with respect to personal data. If the business transition involves any changes to our terms of service or privacy policy, we will ensure that the transfer of personal data complies with applicable data protection regulations and contractual agreements.

1. e) Safeguarding Your Data Throughout the Process:

We will take appropriate measures to protect your personal data during the transition. This includes encryption, access controls, and secure transmission protocols to minimize any risk of unauthorized access or data breaches during the transfer process. Our goal is to maintain the integrity of your data and continue to respect your privacy rights, even as ownership or control of our business may change.

1. f) Options for Opting Out or Disengaging:

In the event of a business transition, you will be informed of any significant changes to how your data will be handled. If, after the transition, you are not comfortable with the new data practices, we will provide you with options to opt out of certain services or even delete your account and associated data if you wish. You can always reach out to our customer support team to discuss your concerns or to exercise any of your rights.

13. USER GENERATED CONTENT

At Familywala, we encourage and welcome you to share your thoughts, feedback, pictures, and other content on our Platform. Whether it’s a review of a product or service, a comment on a post, or any other type of contribution, your content is an important part of the community we are building.

However, it is essential to understand the implications of posting such content. Please take note of the following:

1. a) Public Availability of User-Generated Content:

Once you post content on our Platform, it becomes publicly available to all visitors and users of the Platform. This means that your content, including text, images, and any other media, may be accessed by a wide audience, and we cannot guarantee that it will remain private. By uploading content, you acknowledge that it may be shared, viewed, or used by others in ways beyond your control.

1. b) Responsibility for Content Posted:

You are solely responsible for the content you upload to our Platform. This includes ensuring that the content you post complies with all applicable laws and regulations. You should not post any material that infringes on the rights of others, is illegal, defamatory, or violates any intellectual property rights. If you choose to share personal information or sensitive data, you do so at your own risk.

1. c) Compliance with Laws and Regulations:

We expect you to comply with all relevant laws while interacting with the Platform, particularly when posting content. This includes, but is not limited to, adhering to copyright laws, respecting privacy laws, and refraining from posting harmful or unlawful content. You agree that you will not upload or share content that could harm or negatively impact other users or violate their rights.

1. d) Disclaimers and Limitations of Liability:

While we strive to create a positive and safe environment for all users, we cannot prevent the misuse of content that you post. Once content is made public on the Platform, there is always a risk of it being used in ways that do not align with your intentions or this Privacy Policy. We disclaim all liability (express or implied) for any unauthorized use of your content by third parties.

1. e) Content Removal and Moderation:

Although we do not actively monitor all user-generated content, we reserve the right to remove or disable access to any content that violates our Terms of Use, Privacy Policy, or applicable laws. If you come across content that you believe is inappropriate, offensive, or illegal, please report it to us immediately. We will take appropriate action in accordance with our internal policies and legal obligations.

1. f) Grant of License for Content:

By posting content on our Platform, you grant Familywala a non-exclusive, royalty-free, transferable license to use, display, modify, and distribute your content in connection with our services, promotional activities, and business operations. This license is worldwide and covers all media formats. However, this does not affect your ownership rights over the content.

1. g) Intellectual Property:

You affirm that you own the content you post or have the necessary rights and permissions to share it. If your content contains the intellectual property of others, you are responsible for obtaining the required permissions before sharing it on our Platform.

14. UPDATES TO THIS POLICY

At Familywala, we understand the importance of privacy and the evolving landscape of data protection. Our commitment to ensuring the protection of your personal data means that we may need to update this Privacy Policy from time to time, especially as new features, services, or legal requirements emerge.

1. a) Policy Updates:

We are committed to keeping you informed about changes in our practices and any revisions to the Privacy Policy. When we make any changes, we will update the Policy on the Platform and indicate the date the latest version became effective. In some cases, if the changes are significant or impact your rights, we may notify you via email or other communication methods. We advise you to check this page regularly to stay informed about the most recent version.

Any changes made to this Policy will be effective immediately upon posting or as specified in the notice, depending on the nature of the changes. By continuing to access or use our Platform after we have posted the updated Policy, you are agreeing to the updated terms and practices. If you disagree with the updated terms, we recommend that you discontinue your use of the Platform and related services.

1. b) Periodic Review:

We strongly encourage you to periodically review this Privacy Policy, especially if you engage in activities that involve sharing personal data, so that you are fully aware of how we are handling your information. Reviewing this document will allow you to stay aware of how we safeguard your privacy, the types of data we collect, and how we process and protect your information.

While we make every effort to communicate any important updates to you, regular review is a great way to ensure you are familiar with any new policies or changes. Our commitment to transparency means we want you to have a clear understanding of how we operate and how your data is being used.

1. c) Reasons for Policy Updates:

The need for updates can arise due to various factors, including but not limited to:

Legal Requirements: New laws or regulations may be enacted, requiring us to update our privacy practices or data processing activities.

Operational Changes: As we expand our services, incorporate new technologies, or engage in new business partnerships, changes in the way we handle data may be necessary.

Security Enhancements: To ensure the protection of your personal information, we may update our privacy practices to reflect advances in security measures or to comply with industry standards.

Service Improvements: As we improve the functionality of our Platform or add new features, updates to the privacy policy may be needed to reflect the new types of data we collect or process.

1. d) How We Communicate Updates:

While we do our best to notify you of important changes to this Policy, we also recommend that you keep an eye on any communication from us. Updates may be shared through the following methods:

Notifications within the Platform: In-app notifications or banners may alert you to any major changes to the Privacy Policy when you log in.

Emails: For significant changes that may impact your rights, we will email you with the details of the update and how it may affect your use of the Platform.

Platform Notices: We will place a notice at the top of the Privacy Policy page that indicates the last updated date.

1. e) Your Continued Use as Consent:

By continuing to access or use our Platform after any updates have been made to the Privacy Policy, you consent to the terms outlined in the latest version. If you do not agree with the updated Policy, we encourage you to stop using our services and contact us if you have any concerns. Your continued use of the Platform signifies your acceptance of these updates, and we want to ensure that you have a transparent experience with us. 15. GRIEVANCE OFFICER (Continued)

We value your trust and are dedicated to ensuring your privacy and data protection concerns are addressed with the utmost seriousness and professionalism. As part of our commitment to you, we have designated a dedicated grievance officer who will assist in resolving any issues or questions you may have related to your personal data, this Privacy Policy, or our data handling practices.

If you have concerns regarding:

Misuse or Breach of Your Personal Data: If you believe that your personal data has been used inappropriately or has been compromised, we want to hear from you. Please provide us with details of the incident so that we can investigate and take appropriate corrective action.

Policy or Service Queries: If you need further clarification regarding any of the terms mentioned in this Privacy Policy or have questions about the processing of your personal data in relation to the Services you have availed, our grievance officer will be happy to provide more information.

Correction of Personal Data: If you feel that your personal data held by us is inaccurate, incomplete, or outdated, and would like to update it, you can contact our grievance officer to make the necessary changes.

Data Deletion Requests: If you wish to request the deletion of your personal data or account, please reach out to our grievance officer to initiate the process. We are committed to fulfilling your request in accordance with applicable laws and regulations.

General Concerns or Feedback: If you have any general concerns, suggestions for improvement, or feedback regarding our platform or how we handle your personal data, we welcome your input and will use it to continuously enhance our services.

We assure you that any request, grievance, or query submitted will be handled with confidentiality and diligence. Our grievance officer will ensure that each concern is addressed promptly, and all relevant parties are informed of the resolution. We aim to provide a clear, effective, and transparent process for managing your data protection and privacy needs.

How to Reach Us:

If you have any queries or would like to submit a grievance, please email us at:

Email: privacy@Familywalaservices.com

Alternatively, you can contact our grievance officer directly using the following contact details:

Grievance Officer:

Name: Varsha Soni

Designation: General Counsel

Email: privacy@Familywalaservices.com

We strive to provide timely responses to your concerns. In general, we will acknowledge receipt of your query or complaint within 48 hours and aim to resolve it within 7 business days. However, if further investigation is required, we will keep you updated on the progress and let you know when you can expect a final resolution.

Your privacy and security are our top priority, and we are committed to addressing any concerns you may have to ensure a secure and transparent experience with Familywala.

Contact Us
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If you have any questions about this Privacy Policy, You can contact us:

* By email: info@familywalaservices.com