Privacy Policy

2.1 Who is responsible

For personal data processed in connection with the Platform, the data fiduciary (controller) is the Liftngo group entity identified on your tax invoices, contract, or in-product disclosure, or otherwise the primary operating company stated on our Contact page.

If you are unsure which entity processes your data for a specific transaction, contact us using the details below and we will confirm.

2.2 Grievance Officer, privacy contact, and customer support

Our Grievance Officer & Nodal Contact (Customer Support, Data Protection) is Saqulain. For privacy requests, exercise of rights under applicable Indian personal-data law, formal grievances about our processing of your personal data, and good-faith escalations of customer-support matters with a legal or compliance angle, contact Saqulain at privacy@liftngo.com. Include your registered phone or email with the Platform, relevant booking or order IDs where applicable, approximate dates, and a clear description of your request or complaint.

Day-to-day operational support (trip status, refunds, driver issues) may also be reached through the phone number and team inbox on our Contact page when published; those channels may coordinate with Saqulain where a grievance requires formal handling.

We may request reasonable verification before fulfilling rights requests or disclosing account information to prevent unauthorized access.

3.1 Identity and account data

Name, phone number, email address, business name, role, profile photo (if uploaded), credentials, authentication tokens, and internal user identifiers.

For business accounts: GSTIN, PAN or equivalent tax identifiers where required for invoicing, billing addresses, purchase order references, and authorized signatory details.

3.2 Booking, delivery, and logistics data

Pickup and drop addresses, geocoordinates, contact persons at premises, instructions, goods descriptions, weight/volume declarations, time windows, proof-of-delivery artefacts (signatures, OTP confirmations, photos), trip IDs, and chat or call metadata between you and Partners facilitated through the Platform.

3.3 Payment and financial data

Transaction amounts, product type (trip, pack, lease, subscription, etc.), payment method type, payment status, Razorpay or other gateway transaction references, masked card or UPI identifiers where surfaced by the processor, and chargeback or reconciliation metadata.

We generally do not store full card numbers; payment partners tokenize or process card data in line with PCI-DSS expectations for their role.

3.4 Lease, subscription, and high-value program data

Vehicle class, lease term, consent snapshots and declarations you affirm at checkout, consultant notes from sales conversations (if captured in CRM), and documents you upload for eligibility or fleet onboarding.

3.5 Device, log, and diagnostic data

IP address, device type, operating system, app version, browser type, coarse or precise location (when you grant permission or when needed to operate maps), crash logs, performance telemetry, security logs, and timestamps of API calls.

3.6 Communications and support

Emails, in-app tickets, SMS or WhatsApp content where you message official Liftngo lines, call recordings where legally recorded and disclosed, and training or quality monitoring consistent with policy.

3.7 Data you give us about others

If you provide personal data of employees, consignees, or contacts, you represent that you have a lawful basis to do so and, where required, have informed them of Liftngo's role.

5.1 Operating the Platform

Creating accounts, authenticating users, displaying pricing, matching Trips with Partners, routing, ETA notifications, issuing invoices and receipts, and customer support.

5.2 Payments, risk, and compliance

Processing Fees, detecting fraud and abuse, meeting tax and audit obligations, responding to lawful requests from government authorities, and enforcing our Terms.

5.3 Safety and integrity

Investigating incidents, enforcing bans on prohibited cargo, protecting users and Partners, and securing systems against intrusion or denial-of-service attacks.

5.4 Improvement and analytics

Understanding feature usage in aggregated or de-identified form, debugging, product development, and training models only where compatible with this Policy and applicable law (we do not sell your personal data).

5.5 Marketing

Sending promotional communications where permitted—often based on consent or soft opt-in for similar products—with opt-out in each channel where required.

6.1 Driver and fulfilment Partners

Trip and contact details necessary to perform pickup and delivery, subject to role-based access and retention limits.

6.2 Payment processors and banks

Entities such as Razorpay or banking partners receive data needed to authorize, settle, or dispute payments, under their privacy terms and certification regimes.

6.3 Cloud, messaging, maps, and tools

Vendors providing hosting, email delivery, SMS, WhatsApp Business API (where used), maps, analytics, customer support ticketing, and CRM may process personal data as subprocessors under contract and instruction.

6.4 Legal and safety

We may disclose data to comply with court orders, investigative demands, or regulatory inquiries, or where we reasonably believe disclosure prevents harm, fraud, or illegal activity.

6.5 Business transfers

If Liftngo undergoes a merger, acquisition, or asset sale, personal data may transfer as a business asset subject to commitments comparable to this Policy or notice to you where required.

8.1 General approach

We retain personal data only as long as necessary for the purposes above, including statutory, tax, and dispute-resolution timelines.

Trip and billing records may be kept for multi-year periods consistent with GST, contract, and litigation limitation rules.

8.2 Deletion and minimization

Where retention is no longer required, we delete or de-identify data subject to backups and archival systems that age out over reasonable cycles.

9.1 Safeguards

We implement reasonable technical and organizational measures appropriate to the sensitivity and volume of data—we aim in good faith to align with commonly referenced practices including access control (least privilege), encryption in transit for standard web and app channels, segregation of production environments, logging and monitoring, vulnerability management, vendor security reviews, and personnel confidentiality obligations.

9.2 Your responsibilities

Use strong passwords (or SSO where offered), protect OTPs, log out of shared devices, keep app versions updated, and report suspected compromise to us immediately.

9.3 Incidents

No system is risk-free. If a breach materially affects your personal data and the law requires notification, we will take steps to notify regulators and affected users as prescribed.

10.1 Access, correction, and updates

You may access and update certain profile fields in-app; for broader requests, contact Saqulain at privacy@liftngo.com.

10.2 Withdrawal of consent

Where processing is consent-based, you may withdraw consent by using in-product controls or contacting us. Withdrawal does not affect lawfulness of prior processing; some services may cease if processing is essential to deliver them.

10.3 Erasure and restriction

You may request deletion or restriction where applicable law allows. We may retain minimal records where statute, tax law, or unresolved disputes require.

10.4 Grievance redressal (India)

If you have concerns about how we process personal data, contact our Grievance Officer, Saqulain, at privacy@liftngo.com with sufficient detail (account phone/email, approximate dates, description of issue).

We will engage in good faith to resolve complaints within timelines compatible with the DPDP Act and rules as applicable. You may also have rights to escalate to the Data Protection Board of India (or successor body) once operational under law.

10.5 Nomination

Where the DPDP Act provides for nomination by a user in case of death or incapacity, we will publish or honor procedures consistent with notified rules.