Customer Privacy Policy

1. Introduction

This Privacy Policy ("Policy") describes how Fly My Store ("Fly My Store", "we", "us", or "our") collects, uses, stores, shares, and protects personal information when you use the Fly My Store Customer mobile application, our website at https://flymystore.com, and related customer services (collectively, the "Customer Services").

This Policy applies to customers who browse stores, place orders, make payments, and receive deliveries. If you are a seller or delivery rider, please read the privacy policy for your app.

By using the Customer Services, you acknowledge that you have read and understood this Policy. If you do not agree, please do not use the Customer app.

This Policy is published in accordance with applicable Indian laws, including the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023, to the extent applicable.

2. Who this policy covers

This Policy is for users of the Fly My Store Customer app. It does not replace the separate privacy policies for:

• Sellers using the Fly My Store Seller app
• Riders using the Fly My Store Rider (Delivery) app

Fly My Store operates as a technology platform connecting customers, sellers, and riders. Sellers fulfill product orders and riders complete deliveries on behalf of stores and customers.

3. Information we collect

We may collect the following categories of information:

4. Sensitive personal data

Certain information we process may be considered sensitive personal data or information under Indian law, including:

• Financial information related to payment transactions (processed by payment partners)
• Precise geolocation data used to show nearby stores and delivery availability

We collect and process such information only where necessary, with your consent or other lawful basis, and in accordance with applicable law.

5. How we use your information

We use personal information for the following purposes:

• Creating and managing your customer account and authenticating you via OTP
• Enabling you to discover stores, place orders, and receive deliveries
• Processing payments, refunds, and transaction records
• Providing order status updates, push notifications, SMS, and email communications
• Showing order and delivery progress in the app
• Operating customer support, dispute handling, and account deletion workflows
• Improving app performance, security, fraud prevention, and user experience
• Complying with legal obligations and regulatory requirements

6. Legal basis for processing

Depending on the context, we process personal data based on one or more of the following grounds:

• Your consent, including for location access, notifications, and marketing where applicable
• Performance of a contract, including fulfilling orders and providing Platform services
• Compliance with legal obligations
• Legitimate interests such as fraud prevention, security, analytics, and service improvement, where not overridden by your rights

7. How we share information

We may share personal information in the following circumstances:

• With sellers and riders, as needed to fulfill your orders (such as name, phone number, delivery address, and order details)
• With service providers who help us operate the Customer app, including cloud hosting, payment processing (Razorpay), SMS/OTP delivery (2Factor.in), email delivery (SendGrid), push notifications (Firebase), and customer support tools
• With government authorities, regulators, courts, or law enforcement when required by law or to protect rights, safety, and security
• In connection with a merger, acquisition, financing, or sale of assets, subject to appropriate safeguards

We do not sell your personal information to third parties for their independent marketing purposes.

Sellers and riders who receive your information through the Platform are expected to use it only for legitimate order-related purposes and in compliance with applicable law.

8. Data retention

We retain personal information only for as long as necessary to fulfill the purposes described in this Policy, unless a longer retention period is required or permitted by law.

• Account information is retained while your account remains active
• Order and transaction records may be retained for accounting, tax, dispute resolution, and legal compliance
• Support tickets and related communications may be retained to resolve issues and improve service
• Logs and security records may be retained for a limited period for fraud prevention and auditing

When you delete your account, we will delete or anonymize personal information where feasible, except where retention is required by law or for legitimate business purposes such as resolving disputes or enforcing agreements.

9. Account deletion

Customers may request deletion of their account through the in-app account deletion flow, subject to eligibility checks (such as pending orders or unresolved disputes). Account deletion may require OTP verification sent to your registered phone number.

Upon successful deletion, access to your account will be removed and personal data will be deleted or anonymized in accordance with our retention practices and legal obligations.

To request deletion or assistance, you may also contact us at support@flymystore.com.

10. Your rights and choices

Subject to applicable law, you may have the right to:

• Access personal information we hold about you
• Request correction of inaccurate or incomplete information
• Withdraw consent where processing is based on consent
• Request deletion of your account and personal information, subject to legal exceptions
• Restrict or object to certain processing activities
• Nominate another person to exercise your rights in the event of death or incapacity, where permitted by law

You can update certain profile and address information directly in the app. You may control location, camera, notification, and other device permissions through your device settings.

To exercise your rights, contact us at support@flymystore.com. We may need to verify your identity before processing requests.

11. Cookies and website data

Our website (https://flymystore.com) is primarily informational. We may use essential cookies or similar technologies necessary for site functionality, security, and performance. We do not use the website to knowingly profile users for third-party advertising.

12. Security

We implement reasonable technical and organizational safeguards designed to protect personal information against unauthorized access, disclosure, alteration, or destruction. These measures may include access controls, encryption in transit, secure authentication, and monitoring.

However, no method of transmission over the internet or electronic storage is completely secure. You are responsible for maintaining the confidentiality of your account credentials and OTP codes.

13. Children

The Platform is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, please contact us and we will take appropriate steps to delete such information.

14. International transfers

Your information may be stored and processed in India and, where applicable, in other countries where our service providers operate. When we transfer information internationally, we take steps designed to ensure appropriate safeguards consistent with applicable law.

15. Third-party links and services

The Platform may contain links to third-party websites or services. This Policy does not apply to third-party services such as payment gateways, app stores, or external websites. We encourage you to review the privacy policies of those third parties.

16. Changes to this Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. The updated Policy will be posted on this page with a revised "Last updated" date. Material changes may also be communicated through the app or other appropriate means where required by law.

17. Grievance and contact

If you have questions, concerns, or complaints regarding this Privacy Policy or our data practices, please contact:

Grievance Officer / Data Protection Contact Fly My Store Email: support@flymystore.com Phone: +91 1800-123-4567

We will endeavour to respond to grievances within the timelines prescribed under applicable Indian law.