Privacy Policy

Effective and last updated: 05th October, 2026

1. Introduction/ About the Company

This platform, DukaanSe, is owned and operated by Vyaptra Solutions Private Limited, a company incorporated under the Companies Act, 2013, with its registered office at Lower Parel, Mumbai, Maharashtra 400013, and bearing a Corporate Identification Number (CIN): U47912MH2025PTC454001.

All references to “DukaanSe,” “we,” “us,” or “our” in these Terms or Policies refer to Vyaptra Solutions Private Limited.

This Privacy Policy describes how we collect, use, share, and protect your personal information when you use our mobile application, website, or related services (collectively, the “Platform”). Where we rely on your consent, we ask for it separately in the app through a clear, specific consent notice before collecting or using your personal data. You can withdraw consent at any time, as easily as you gave it.

This Policy aligns with the Digital Personal Data Protection Act, 2023 (DPDP Act) and applicable Indian data protection and consumer laws.

For any queries, contact us at support@dukaanseindia.com or write to the above address.

2. Information we collect

We collect the following types of information to provide and improve our services:

1. Account Information: When you register or create an account, we collect details such as your name, mobile number and, optionally, your email address.

2. Profile Information: Such as your delivery address and preferences.

3. Referrals: When you refer a friend, you share your referral link using your phone’s share options. We do not access your contact list.

4. Location Information: With your consent, we collect your device’s location data to show nearby stores and enable pickups or deliveries. We use your location only while you are using the app, and you can turn it off at any time in your phone settings.

5. Transaction & Payment Data: Details of your orders, payment method (UPI, card, wallet, etc.), and billing address. DukaanSe does not store full card details; all payments are processed via PCI-DSS–compliant payment partners.

6. Usage & Device Data: Information about how you use the app, device identifiers, app logs, crash reports, and session data.

7. Communication & Support Data: Messages, reviews, feedback, chat support records, and correspondence with customer service are included.

• DukaanSe does not knowingly collect data of children under 18.

3. How do we use your information?

We use your personal data only for the following purposes, each based on your consent or a legitimate use permitted under the DPDP Act:

• To process and deliver orders placed on the Platform.

• To maintain your account and manage loyalty coins, referrals, and Gullak Coin balances.

• To communicate with you regarding orders, offers, and service updates.

• To analyse user behaviour and improve our services and user experience.

• To personalise your experience, including showing relevant content or promotions.

• To detect and prevent fraud or misuse.

• To comply with applicable legal and tax obligations.

4. Legal Basis for Processing

We process personal data on the following grounds under the DPDP Act:

• Legal compliance: Where processing is required to comply with law, including invoicing, taxation and consumer protection obligations.

• Consent: For creating your account, processing your orders, location access, analytics, personalisation, marketing communications and promotions. Optional uses, such as marketing, are never a condition for using DukaanSe.

• Voluntarily provided data: Where you voluntarily provide personal data for a specific purpose, such as placing an order, we use it for that purpose, as permitted under Section 7 of the DPDP Act.

5. Data Sharing & Disclosure

We may share information with:

• Merchants: To fulfil your orders. We share only what is needed, such as your first name and order details, and mask your phone number where possible.

• Partner stores for delivery: Where you choose delivery, the store whose staff carry out the delivery on DukaanSe’s behalf receives only the details needed to deliver your order.

• Service Providers: Payment gateways, analytics partners, hosting providers, and customer support vendors. These include our payment gateway, mapping and cloud hosting providers, each bound by contract to protect your data.

• Legal Authorities: When required by law or to respond to legal process.

• Business Transfers: In case of mergers, acquisitions, or restructuring of DukaanSe.

We do not sell your personal data. We may share anonymised or aggregated insights with analytics or marketing partners, ensuring no personal identification is revealed.

6. Data Retention Schedule

DukaanSe retains personal data only as long as necessary for the purposes stated in this Policy:

• Account & Profile Data: until you delete your account, after which we delete it or keep only what the law requires.

• Transaction & Payment Data: 8 years, as required under the Companies Act, 2013 and tax laws.

• Merchant Documents: for the duration of the merchant relationship and 8 years thereafter. We do not store full Aadhaar numbers.

• Support Chats & Logs: 1 year.

• Analytics & Device Data: 24 months (anonymised thereafter).

After these periods expire, we securely delete the data or irreversibly anonymise it.

7. Your Rights & Choices

You have the following rights regarding your personal data, subject to applicable law:

• Access: Request a copy of your personal data held by us.

• Correction: Update or correct inaccurate or incomplete information.

• Deletion: Request deletion of your account and associated data, subject to retention obligations.

• Withdraw Consent: Withdraw any consent at any time, as easily as you gave it. Withdrawal does not affect processing done before it.

• Data Portability: Request a copy of your data in a structured format.

• Nominate: Nominate another person to exercise your rights in the event of your death or incapacity.

• Grievance & complaint: Raise a grievance with our Grievance Officer and, if it is not resolved, complain to the Data Protection Board of India.

To exercise these rights, contact us at privacy@dukaanseindia.com.

• To make a request, email privacy@dukaanseindia.com. We will acknowledge it within 24 hours and respond within 30 days after verifying your identity.

8. Cookies & Tracking Technologies

We use cookies and similar technologies to enhance your browsing experience, analyse app usage, and deliver personalised offers. You can control cookies through your browser settings. Turning off essential cookies may affect app functionality. For a full list of cookies and third-party tracking technologies used on our platform, please get in touch with our support team at support@dukaanseindia.com

9. Data Security

We implement strict technical and organisational safeguards, including:

• Encryption of data during transmission and storage is implemented using industry-standard protocols.

• Limited access to personal data on a need-to-know basis.

• Regular audits and monitoring for vulnerabilities.

• If a personal data breach occurs, we will inform affected users without delay and notify the Data Protection Board of India as required under the DPDP Act and Rules.

While we strive to ensure complete security, no online system is entirely risk-free. Users are advised to use strong passwords and avoid sharing login details.

10. Cross-Border Data Transfers

If we transfer your data outside India, it will be protected through contractual safeguards or approved mechanisms under applicable law. DukaanSe will comply with any government notifications issued under Section 16 of the DPDP Act, 2023, regarding cross-border data transfers, and will update this Policy accordingly.

11. Children’s Privacy

Our Platform is not intended for individuals under 18 years of age. If we become aware of data collected from minors, we will delete it immediately.

12. Updates to this Policy

We may update this Privacy Policy from time to time. Material changes will be notified in-app and via email (if applicable). The revised Policy becomes effective upon posting. Where a change requires your fresh consent, we will ask for it before applying the change.

13. Contact & Grievance Redressal

The Grievance Officer details above are published under the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Digital Personal Data Protection Act, 2023.

Complaints are acknowledged within 24 hours and resolved within 15 days.

DukaanSe complies with the Digital Personal Data Protection Rules, 2025, and updates its practices as each provision comes into force.