Privacy Policy

1. Scope

KLEEVA FAB SOLUTIONS PRIVATE LIMITED, operating under the brand name “KLEEVA” (“KLEEVA”, “we”, “us” or “our”), respects your privacy and is committed to handling personal data responsibly.

This Privacy Policy applies when you interact with our website, customer application, WhatsApp account, telephone support, social-media pages, doorstep pickup and delivery services, or other authorised KLEEVA services.

2. Information we may collect

Identity and contact information

Your name, mobile number, email address, account details and communication preferences.

Pickup and delivery information

Your address, flat or house number, tower or block, society or building name, landmark, postal code, pickup instructions and service-location information. If our application requests device location, we will ask for permission. You may provide an address manually instead.

Order and item-care information

Services selected, garment or item details, quantity or weight, stain or condition observations, care instructions, pickup and delivery schedules, order history, invoices, feedback and complaint information.

Where reasonably necessary for condition documentation or complaint resolution, we may collect photographs provided by you or taken with your knowledge.

Payment information

Payment amount, method, status, transaction reference, refund information and billing records. Payments may be processed by authorised third-party payment providers. KLEEVA does not store complete card details, UPI PINs, banking passwords or payment-authentication credentials.

Communications and technical information

Messages, emails, WhatsApp conversations, telephone-support records, feedback, reviews and complaints, along with information such as IP address, device type, operating system, app version, browser, diagnostic logs, notification tokens and website or app usage information.

3. How we collect information

We may collect personal data:

• Directly from you when you register, place an order, request pickup, make a payment, contact us or submit feedback.
• Through the KLEEVA website or customer application.
• During doorstep pickup, item inspection, delivery or complaint resolution.
• Through WhatsApp, telephone, email, social media or customer support.
• From payment, messaging, hosting, analytics, delivery and technology providers involved in fulfilling your request.
• From a person placing an order on your behalf, where that person is authorised to provide your information.

4. How we use personal data

We may use personal data to:

• Create and manage your customer account and verify your mobile number.
• Confirm service availability and arrange pickup and delivery.
• Process, track, complete and return orders according to selected services and care instructions.
• Calculate bills, collect payments, generate invoices and process refunds.
• Send transactional updates about orders, pickups, delivery, delays, payments and complaints.
• Respond to questions, feedback, privacy requests and customer grievances.
• Investigate missing-item, damage, service-quality, billing or delivery complaints.
• Prevent fraud, misuse, security incidents and unauthorised access.
• Improve our services, application, website and customer experience.
• Maintain financial, tax, legal and business records and comply with applicable legal requirements.
• Send promotional communication where you have consented or where otherwise permitted by law.

KLEEVA does not sell or rent customers’ personal data.

5. Consent and communications

Where consent is required, KLEEVA will request it through a clear affirmative action. Acceptance of this Privacy Policy is not blanket consent for unrelated processing.

We may send necessary order communications by telephone, SMS, WhatsApp, email, push notification or in-app notification. You may opt out of promotional messages at any time, but this will not stop essential messages about an active order, payment, pickup, delivery, refund, security issue or complaint.

You may withdraw consent for optional processing by contacting us. Withdrawal will not affect processing already lawfully completed. Certain information remains necessary to complete an active order, return your items, resolve a complaint or comply with law.

6. Sharing of personal data

We may share only the information reasonably necessary with:

• Authorised KLEEVA employees, customer-support staff, service personnel and riders.
• Payment gateways, banks and payment-processing partners.
• SMS, OTP, email, WhatsApp, notification and communication providers.
• Website, cloud-hosting, application, database, cybersecurity and technical-support providers.
• Analytics providers where analytics is enabled.
• Accountants, auditors, insurers, legal advisers and professional consultants.
• Government authorities, courts, regulators or law-enforcement agencies when legally required.
• A successor entity in a lawful merger, acquisition, restructuring or business transfer.

Service providers may process information only for authorised purposes and should maintain appropriate confidentiality and security safeguards.

7. Cookies and analytics

The KLEEVA website may use essential cookies or similar technologies required for security and proper functioning. If non-essential analytics, advertising cookies, Meta Pixel or similar tracking tools are introduced, users will be informed and provided applicable choices before activation.

You may manage cookies through your browser settings. Disabling essential technologies may affect some website functions.

8. Data retention

KLEEVA retains personal data only for as long as reasonably necessary to fulfil the purpose for which it was collected, manage an active account, complete orders and refunds, resolve complaints, maintain transaction, invoice, tax and accounting records, establish or defend legal claims, and meet applicable legal or security requirements.

When information is no longer required, we will take reasonable steps to delete, anonymise or securely dispose of it unless continued retention is required by law.

9. Data security

KLEEVA uses reasonable technical and organisational safeguards designed to protect personal data from unauthorised access, loss, misuse, alteration or disclosure. These may include access restrictions, authentication controls, secure communication, backups, logging and contractual safeguards.

No electronic system is completely secure. We cannot promise absolute security, but we will investigate suspected breaches and provide notifications where required by law.

10. Your privacy rights

Subject to applicable law, you may ask KLEEVA to:

• Explain what personal data is being processed and for what purposes.
• Correct inaccurate or incomplete information and update outdated information.
• Delete personal data that is no longer required.
• Withdraw consent for optional processing and stop promotional communication.
• Address a privacy-related complaint.
• Provide information about parties with whom data has been shared, where applicable.
• Record a nominee who may exercise applicable rights in the event of death or incapacity, where legally available.

We may request reasonable information to verify your identity. Some data may be retained when necessary to fulfil an active order or legal obligation.

11. Children's privacy

KLEEVA accounts and online ordering facilities are intended for individuals aged 18 years or older. A parent or lawful guardian should place an order on behalf of a person under 18. If we learn that a child's personal data was collected without appropriate authorisation, we will take reasonable steps to remove it, subject to legal and operational requirements.

12. Third-party services and links

Our website or application may link to payment providers, Google Maps, WhatsApp, social-media platforms or application stores. Those services operate under their own privacy practices. KLEEVA is not responsible for independent processing performed by a third party outside our instructions or control.

13. Processing outside India

Some authorised technology or communication providers may process data using infrastructure outside India. Any such processing will be undertaken only where permitted by applicable law and subject to appropriate safeguards.

14. Changes to this policy

We may update this Privacy Policy when our services, technology, vendors or legal obligations change. The revised version will be posted with an updated date. Where a change materially affects your rights or how data is used, we will provide additional notice where reasonably required.