This Privacy Policy describes how MatBook (the “Site”, “we”, “us”, or “our”) collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from thematbook.com, the MatBook mobile application, or otherwise communicate with us (collectively, the “Services”). For purposes of this Privacy Policy, “you” and “your” means you as the user of the Services, whether you are a customer, delivery partner, vendor, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site and app, update the “Last updated” date and take any other steps required by applicable law, including the Digital Personal Data Protection Act, 2023 (India).

How We Collect and Use Your Personal Information

To provide the Services, we collect personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site, our applications and our Services. When we use the term “personal information”, we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

• Basic contact details including your name, address, phone number, email.
• Order information including your name, billing address, shipping address, GST number (where applicable), payment confirmation, email address, phone number.
• Account information including your username, password, OTP verification details, and security questions.
• Shopping information including the items you view, put in your cart or add to your wishlist.
• Vendor and partner information including KYC documents, PAN, GST registration, bank account details and warehouse/shop addresses, where you onboard with us as a supplier or fulfilment partner.
• Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services or our WhatsApp business channel.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect through Cookies and Similar Technologies

We also automatically collect certain information about your interaction with the Services (“Usage Data”). To do this, we may use cookies, pixels, software development kits (SDKs) and similar technologies (“Cookies”). Usage Data may include information about how you access and use our Site and applications, your device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.

Information We Obtain from Third Parties

Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:

• Companies who support our Site, applications and infrastructure, such as Microsoft Azure (cloud hosting), Google Firebase (authentication, analytics and crash reporting), Google Play Services and Apple App Store.
• Our payment processors (such as Razorpay and Cashfree), who collect payment information (e.g., bank account, UPI ID, credit or debit card information, billing address) to process your payment in order to fulfil your orders and provide you with products or services you have requested, in order to perform our contract with you.
• Logistics, mapping and communication providers (such as Google Maps, Apple Maps, WhatsApp, Messages, Emails and WhatsApp Business) who help us route deliveries and communicate with you about your orders.
• When you visit our Site and App, open or click on emails or WhatsApp messages we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible or liable for the accuracy of the information provided to us by third parties and are not responsible for any third party’s policies or practices. For more information, see the section below, Third Party Websites and Links.

How We Use Your Personal Information

• Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfil your orders, send notifications related to your account, purchases, returns, exchanges or other transactions, create, maintain and otherwise manage your account, arrange for delivery and last-mile dispatch from our dark store and partner vendors, facilitate any returns and exchanges, and enable you to post reviews.
• Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, SMS, WhatsApp or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site, applications and other websites and platforms (including Meta and Google).
• Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity, including order fraud, payment fraud and abuse of our delivery partner platform. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, OTP or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
• Communicating with you. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you.

Cookies

Like many websites, we use Cookies on our Site. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimise the Services). We may also permit third parties and service providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

• With vendors or other third parties who perform services on our behalf (e.g., IT and cloud infrastructure, payment processing, data analytics, customer support, fulfilment, warehousing and last-mile delivery).
• With business and marketing partners (such as Meta, Google and WhatsApp Business) to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.
• When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products, share order details with our delivery partners, or through your use of social media widgets or login integrations, with your consent.
• In connection with a business transaction such as a merger, acquisition, financing or insolvency, to comply with any applicable legal obligations (including to respond to subpoenas, court orders, search warrants and similar requests from law enforcement or regulators in India and elsewhere), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

We have, in the past 12 months, disclosed the following categories of personal information about users for the purposes set out above in “How We Collect and Use Your Personal Information” and “How We Disclose Personal Information”:

Category

Categories of Recipients

Identifiers such as basic contact details and certain order and account information

Vendors and third parties who perform services on our behalf (such as cloud hosting providers, payment processors, fulfilment partners, customer support partners, mapping/logistics providers and data analytics providers); business and marketing partners; affiliates

Commercial information such as order information, shopping information and customer support information

Vendors and third parties who perform services on our behalf; business and marketing partners; affiliates

Internet or other similar network activity, such as Usage Data

Vendors and third parties who perform services on our behalf; business and marketing partners; affiliates

We may share certain identifiers (such as hashed email addresses and phone numbers) and Usage Data with advertising partners (such as Meta and Google) for the purpose of engaging in advertising and marketing activities, including measurement, attribution and the delivery of personalised advertising. Depending on applicable law, this may be considered a “sale” or “sharing” of personal information.

User Generated Content

The Services may enable you to post product reviews, ratings and other user-generated content. If you choose to submit user-generated content to any public area of the Services, this content will be public and accessible by anyone.

We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.

Third Party Websites and Links

Our Site and applications may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms, may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security”. In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal, tax or accounting obligations (including under the Companies Act, 2013 and the Goods and Services Tax laws of India), resolve disputes or enforce other applicable contracts and policies.

Special Disclosure for MatBook Delivery Partner App Users

If you use the MatBook Delivery Partner application, we collect and process additional information to facilitate delivery services. We collect your precise location data (GPS and network-based) to enable core app features. This includes:

• Order Dispatching: to identify delivery partners near a pickup location at our Sector 40, Gurgaon dark store or at a partner vendor’s location.
• Live Tracking: to allow customers and our operations team to track the progress of an active delivery.
• Distance Calculation: to accurately calculate delivery fees and payouts based on distance travelled.
• Background Location Access: the MatBook Delivery Partner app collects location data to enable tracking and order assignment even when the app is closed or not in use (in the background). This ensures that you can receive order requests while your phone is in your pocket and that customers receive continuous updates during a delivery. Note: you can stop location tracking at any time by going offline in the app or adjusting your device’s location settings, though this will prevent you from receiving new delivery tasks.
• Device Information: we collect information about your mobile device (model, OS version, unique device identifiers) to ensure app stability and provide technical support.
• Identity and Payout Information: we collect KYC documents (such as Aadhaar, PAN and driving licence) and bank account / UPI details to verify your identity, comply with applicable law, and remit your payouts.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. Indian residents have rights under the Digital Personal Data Protection Act, 2023. These rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right to Access / Know. You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
• Right to Delete / Erase. You may have a right to request that we delete personal information we maintain about you.
• Right to Correct. You may have a right to request that we correct inaccurate or incomplete personal information we maintain about you.
• Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
• Right to Opt out of Sale, Sharing or Targeted Advertising. You may have a right to direct us not to “sell” or “share” your personal information or to opt out of the processing of your personal information for purposes considered to be “targeted advertising”, as defined in applicable privacy laws.
• Right to Nominate. Indian residents have the right to nominate another individual to exercise their rights in the event of death or incapacity, in accordance with the Digital Personal Data Protection Act, 2023.
• Restriction of Processing. You may have the right to ask us to stop or restrict our processing of personal information.
• Withdrawal of Consent. Where we rely on consent to process your personal information, you may have the right to withdraw this consent at any time, without affecting the lawfulness of processing carried out before withdrawal.
• Grievance Redressal and Appeal. You may have a right to have your grievance addressed by our Grievance Officer (named below) and, where applicable, to appeal our decision or escalate to the Data Protection Board of India or your local data protection authority.
• Managing Communication Preferences. We may send you promotional emails, SMS or WhatsApp messages, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our messages or by replying STOP. If you opt out, we may still send you non-promotional communications, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below. We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your registered email address or phone number, before providing a substantive response to the request. In accordance with applicable laws, you may designate an authorised agent to make requests on your behalf to exercise your rights. We will respond to your request in a timely manner as required under applicable law.

Grievances and Complaints

In accordance 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, we have appointed a Grievance Officer. If you have complaints about how we process your personal information, please contact our Grievance Officer using the contact details provided below. If you are not satisfied with our response, you may have the right to escalate your complaint to the Data Protection Board of India or your local data protection authority.

International Users and Cross-Border Transfers

Please note that we may transfer, store and process your personal information outside the country you live in, including in the United States and other jurisdictions where our affiliates, vendors and service providers operate. Your personal information is also processed by staff and third-party service providers and partners in these countries.

Where we transfer personal information out of your home jurisdiction, we will rely on recognised transfer mechanisms and contractual safeguards, including Standard Contractual Clauses or equivalent, unless the transfer is to a country that has been determined to provide an adequate level of protection. The Indian Government may, from time to time, restrict the transfer of personal data to certain countries, and we will comply with any such notification under the Digital Personal Data Protection Act, 2023.

Contact

Questions about the Privacy Policy, or requests to exercise any of the rights described above, should be sent to us at info@thematbook.com.

Our contact information is posted below:

Trade Name: MatBook

Legal Name: MatBook Tech Private Limited

Registered & Corporate Office: First Floor, AIHP Cyber Greens, 490–491, Udyog Vihar Phase III, Udyog Vihar III, Sector 20, Gurugram, Haryana 122008

Phone: +91 8796123137

Email: info@thematbook.com

Grievance Officer:

Name: Nasir Hussain

Designation: Grievance Officer, MatBook Tech Private Limited

Email: info@thematbook.com

Address: First Floor, AIHP Cyber Greens, 490–491, Udyog Vihar Phase III, Udyog Vihar III, Sector 20, Gurugram, Haryana 122008