Name: CityServe
Address: Lucknow, Uttar Pradesh, IN
Price range: ₹₹

1. Scope of This Policy

This Privacy Policy explains how CityServe (“we”, “us”), a GST-registered home-services marketplace operating from Lucknow, Uttar Pradesh, India, collects, uses, shares, and protects personal data of customers and vendors who use our website and apps. It is published in accordance with the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023 (“DPDP Act”).

2. Data We Collect

Account data: name, email address, phone number, and password (stored in hashed form).
Booking data: service addresses, scheduled times, service details, booking history, and job-completion OTPs.
Transaction data: payment status, wallet balance, refunds, referral rewards, and gift credits. We do not store full card or bank details (see Section 5).
Communications: support chats, reviews, ratings, and dispute submissions.
Technical data: device type, IP address, and usage logs used for security and service improvement.

3. How We Use Your Data

To create and manage your account and process bookings, payments, refunds, and wallet credits.
To verify job completion via OTP and operate escrow-based payouts to vendors.
To provide customer support and resolve disputes between customers and vendors.
To detect fraud, abuse of referral/gift-credit programs, and security threats.
To send service notifications (booking confirmations, vendor arrival, payment receipts) and, with your consent, promotional messages you can opt out of at any time.
To comply with legal obligations, including GST invoicing and record-keeping.

We share your personal data with the vendor assigned to your booking only to the extent needed to deliver the service: your name, service address, contact number, scheduled time, and job details. Vendors are contractually required to use this data solely for the booked job and not for marketing or any other purpose.

We may also share data with:

Razorpay, our payment processor, to process payments and refunds;
service providers that host our infrastructure or send notifications, under confidentiality obligations;
government authorities where required by applicable law or a valid legal order.

We do not sell your personal data.

5. Payment Data

All online payments are processed by Razorpay Software Private Limited, an RBI-authorised payment aggregator. Your card, UPI, and bank details are collected and processed directly by Razorpay in accordance with its own privacy policy and PCI-DSS standards. CityServe receives only transaction identifiers and payment status, which we retain for accounting, escrow management, and refund processing.

6. Data Retention & Security

We retain account and transaction records for as long as your account is active and thereafter as required by tax, accounting, and other applicable laws.
We use encryption in transit, access controls, and audit logging to protect your data. No system is perfectly secure; please keep your password and OTPs confidential.
When data is no longer required, it is deleted or anonymised.

7. Your Rights & Choices

You may access and correct your profile information from your account settings.
You may request a copy of, correction of, or erasure of your personal data (subject to legal retention requirements) by writing to us.
You may withdraw consent to promotional communications at any time.
You may nominate another individual to exercise your rights as provided under the DPDP Act.

8. Cookies & Analytics

We use cookies and similar technologies to keep you signed in, remember preferences, and understand how the Platform is used so we can improve it. You can control cookies through your browser settings; disabling essential cookies may prevent parts of the Platform from working.

9. Grievance Officer

For privacy-related complaints or to exercise your rights, contact our Grievance Officer:

Grievance Officer, CityServe
Lucknow, Uttar Pradesh, India
Email: support@cityserve.dev

We aim to acknowledge complaints within 48 hours and resolve them within 30 days.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be notified through the Platform or by email, and the effective date above will be updated.

1. Scope of This Policy

2. Data We Collect

Account data: name, email address, phone number, and password (stored in hashed form).

Booking data: service addresses, scheduled times, service details, booking history, and job-completion OTPs.

Transaction data: payment status, wallet balance, refunds, referral rewards, and gift credits. We do not store full card or bank details (see Section 5).

Communications: support chats, reviews, ratings, and dispute submissions.

Technical data: device type, IP address, and usage logs used for security and service improvement.

3. How We Use Your Data

To create and manage your account and process bookings, payments, refunds, and wallet credits.

To verify job completion via OTP and operate escrow-based payouts to vendors.

To provide customer support and resolve disputes between customers and vendors.

To detect fraud, abuse of referral/gift-credit programs, and security threats.

To send service notifications (booking confirmations, vendor arrival, payment receipts) and, with your consent, promotional messages you can opt out of at any time.

To comply with legal obligations, including GST invoicing and record-keeping.

4. Sharing With Vendors & Others

We may also share data with:

Razorpay, our payment processor, to process payments and refunds;

service providers that host our infrastructure or send notifications, under confidentiality obligations;

government authorities where required by applicable law or a valid legal order.

We do not sell your personal data.

5. Payment Data

6. Data Retention & Security

We retain account and transaction records for as long as your account is active and thereafter as required by tax, accounting, and other applicable laws.

We use encryption in transit, access controls, and audit logging to protect your data. No system is perfectly secure; please keep your password and OTPs confidential.

When data is no longer required, it is deleted or anonymised.

7. Your Rights & Choices

You may access and correct your profile information from your account settings.

You may request a copy of, correction of, or erasure of your personal data (subject to legal retention requirements) by writing to us.

You may withdraw consent to promotional communications at any time.

You may nominate another individual to exercise your rights as provided under the DPDP Act.