1. Introduction
Water Purifier Care (“we”, “us”, “our”) provides installation, servicing, repair, filter, membrane, and cartridge replacement, water quality checks, and annual maintenance contract (AMC) services for water purifiers, including RO, UV, and UF systems (the “Services”). We offer these through our website [info@waterpurifiercare.com], mobile application, phone, WhatsApp, and in-person visits by our technicians.
This Privacy Policy explains what personal data we collect, why we collect it, how we use and protect it, and the choices and rights you have. It is prepared in line with 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 (“DPDP Act”), as applicable.
By using our Services, booking an appointment, or giving us your information, you agree to the practices described here. If you do not agree, please do not use our Services.
2. Information We Collect
a) Information you give us
- Name, mobile number, email address
- Service address and landmark, including building or society details
- Details of your water purifier (brand, model, type, purchase or installation date, location in your home or office)
- Booking history, service requests, feedback, ratings, and complaints
- Photos or videos you share to describe a fault or leak
- Business details, if you are a business customer (for example, GST number)
- Communications with us, including emails, chats and WhatsApp messages
b) Information collected during service
- Technician visit records, job cards, service reports and warranty details
- Filter, membrane and cartridge replacement history and due dates
- Water quality readings taken during a visit, such as TDS levels, and the water source you tell us about (municipal, borewell, tanker)
- Signatures or OTPs used to confirm service completion
- Photos of equipment taken by our technicians before and after the job
c) Payment information
Third-party payment gateways, banks, and UPI providers process payments. We do not store your full card number, CVV, UPI PIN, or net-banking credentials. We receive only limited details, such as transaction ID, amount, payment status, and the last four digits of your card.
d) Information collected automatically
- Device and browser type, IP address, operating system, app version
- Pages visited, time spent, and referring links
- Approximate or precise location, only if you allow location access, to assign nearby technicians and track arrival
- Cookies and similar technologies (see Section 8)
e) Call recordings
Calls to our customer care may be recorded for quality, training and dispute resolution. We will inform you at the start of the call.
3. How We Use Your Information
We use your personal data to:
- Create your account and process, schedule, confirm, reschedule or cancel bookings
- Assign technicians and share necessary details so they can reach you and complete the job
- Provide, diagnose, and improve our Services, and maintain service, filter-change, and warranty records
- Send filter and membrane replacement reminders, AMC renewal notices and updates about your booking
- Process payments, issue invoices, and handle refunds
- Respond to queries, complaints and feedback
- Send offers, promotions and marketing messages, where you have consented (you can opt out at any time)
- Prevent fraud, ensure safety and security, and enforce our terms
- Analyse usage and anonymised water quality trends to improve our website, app and Services
- Comply with legal obligations and respond to lawful requests from authorities
4. Consent and Legal Basis
We process your personal data based on your consent, which you give when you book a Service, register, or tick the consent box, and for certain legitimate uses permitted by law, such as performing a service you requested, complying with legal obligations, and responding to emergencies.
You may withdraw your consent at any time by contacting us as described in Section 12. Withdrawal does not affect processing done before withdrawal, but we may not be able to provide some Services after you withdraw.
6. Data Retention
We keep your personal data only for as long as needed for the purposes stated in this Policy, including to provide Services, maintain warranty and AMC records, resolve disputes, and meet legal, tax and accounting requirements. Once data is no longer needed, we delete it or anonymise it. Typical periods:
- Account and service history: while your account is active and for [3] years afterwards
- Invoices and payment records: as required under applicable tax and accounting laws
- Call recordings: [90] days, unless needed for a dispute
- Marketing preferences: until you opt out
7. Data Security
We use reasonable security practices and procedures, including encryption in transit, access controls, staff confidentiality obligations and periodic reviews, to protect your data from unauthorised access, loss, misuse or disclosure. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
If a personal data breach occurs that affects you, we will notify you and the Data Protection Board of India as required by law.
9. Your Rights
Subject to applicable law, you have the right to:
- Access a summary of the personal data we hold about you and how it is processed
- Correct or update inaccurate or incomplete data
- Erase your personal data when it is no longer needed or you withdraw consent, unless we must retain it by law
- Withdraw consent at any time
- Grievance redressal, by contacting our Grievance Officer in Section 12
- Nominate another person to exercise your rights in the event of your death or incapacity
To exercise these rights, write to us at the contact details below. We may ask you to verify your identity first. We aim to respond within [30] days. If you are not satisfied with our response, you may approach the Data Protection Board of India once it is operational.
10. Children’s Privacy
Our Services are intended for adults. We do not knowingly collect personal data of anyone under 18 years of age without verifiable consent of a parent or lawful guardian. If you believe a child’s data has been given to us without such consent, please contact us and we will delete it.
11. Third-Party Links and Services
Our website or app may contain links to third-party sites or services, such as payment pages, maps or social media. We are not responsible for their privacy practices. Please read their policies before sharing information with them.
12. Contact Us and Grievance Officer
For questions, requests, or complaints about this Policy or your personal data, please contact:
Grievance Officer / Data Protection Contact: For questions, requests, or complaints about this notice or your data:
- [info@waterpurifiercare.com]
- Phone
- +91706505942
- Grievance Officer
- Yogita Yadav, Associate
- Registered address
- Unit 831, JMD Megapolis, Sohna Road, Sector 48, Gurugram, Haryana 122018
We will acknowledge your complaint within [48 hours] and aim to resolve it within [30 days].
13. Data Storage and Transfers
Your data is primarily stored on servers located in India. If we use service providers or cloud infrastructure outside India, we will take steps to ensure your data is protected and transferred only to countries not restricted by the Government of India.
14. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, Services or legal requirements. The updated version will be posted on our website and app with a new “Last updated” date. Where changes are significant, we will notify you by email, SMS or in-app notice. Your continued use of our Services after the update means you accept the revised Policy.
15. Governing Law
The laws of India govern this Policy. Any disputes will be subject to the exclusive jurisdiction of the courts at [Gurugram, Haryana].