Privacy Policy

At Zoorator, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how Zoorator collects, uses, stores, shares and protects information when you use our website, mobile application and related services.

By using Zoorator, you agree to the practices described in this Privacy Policy.

1. Information we collect

We may collect information that you provide directly when you create an account, book a service, become a service partner, contact us or use our platform. This information may include:

• Name
• Mobile number
• Email address
• Home or service address
• Location information
• Appliance and service details
• Booking and service history
• Account information
• Information provided to customer support

For service partners, we also collect the information needed to verify them, send them work and pay them:

• Business details: the appliances they repair, experience and service area.
• An ID-card photo (a selfie taken in the partner app).
• Date of birth, PAN number and identity documents for KYC verification, such as PAN card, Aadhaar, address proof and a cancelled cheque.
• Bank account or UPI details, to pay their earnings.
• Location while they are on duty (see section 2).
• Jobs, earnings, commission and payment history.

2. Location information

Zoorator may collect or process location information when location-based features are enabled. Location information may be used to:

• Help customers provide their service location.
• Help service partners navigate to customer locations.
• Show the approximate location or arrival progress of an assigned service partner, when this feature is available.
• Coordinate service bookings.
• Improve location-based features and platform operations.

Service partners: the partner app collects precise location while the partner is on duty, including when the app is closed or not in use. It is used to send them jobs near them, to show customers that the partner is on the way, and to detect fake (mock) locations. The partner is asked in the app before this starts, a notification is shown for as long as it continues, and no location is collected while the partner is off duty. Partners can go off duty at any time. A partner who does not allow location is matched to jobs from their home address instead.

You can manage location permissions through your device settings. Disabling them may limit some features of the application.

3. How we use your information

We may use collected information to:

• Create and manage user accounts.
• Process service bookings.
• Connect customers with service partners.
• Share necessary booking details with the assigned service partner.
• Help service partners reach the customer's service location.
• Provide service status updates.
• Enable location tracking features where available.
• Communicate with users about bookings, services and support.
• Improve our website, application and services.
• Detect, prevent or investigate fraud, misuse, security issues or violations of our terms.

4. Information shared between customers and partners

To complete a service booking, certain information may be shared between the customer and the assigned service partner. This may include:

• Customer name
• Contact details
• Service address or location
• Appliance details
• Service request information
• Booking date and status

We aim to share information that is reasonably necessary to facilitate the requested service.

Users must not misuse another person's information obtained through the platform.

5. Payment information

If payments are available through Zoorator, payment processing may be handled by third-party payment service providers, such as PayU.

We may receive limited payment-related information, such as payment status, transaction references or other information necessary to confirm and manage a transaction.

We do not intend to store sensitive payment credentials unless required, and handled in accordance with applicable security and legal requirements.

6. Device and technical information

When you use our website or application, we may automatically collect certain technical information, including:

• Device type
• Operating system
• Application version
• IP address
• Browser information
• Device identifiers
• Push notification tokens, used to deliver job offers and service updates
• Log and diagnostic information
• Information about how you interact with the platform

This information may be used to maintain security, identify technical issues and improve our services.

7. Cookies and similar technologies

Our website may use cookies or similar technologies to improve functionality, understand website usage and enhance the user experience.

You may be able to manage certain cookie preferences through your browser settings. Disabling some cookies may affect the functionality of our website.

8. How we share information

We may share information when reasonably necessary with:

• Assigned service partners, to complete a service booking.
• Customers, where necessary for service coordination.
• Payment service providers.
• Technology and service providers that help us operate the platform.
• Government authorities or other parties, when required by applicable law.
• Other parties where necessary to protect the safety, rights, property or security of Zoorator or its users.

We do not share personal information unnecessarily.

9. Data security

We take reasonable steps to protect personal information from unauthorised access, misuse, loss, alteration or disclosure.

However, no online platform or method of electronic storage is completely secure. While we work to protect your information, we cannot guarantee absolute security.

Users are responsible for keeping their account credentials secure, and should not share passwords or verification codes with anyone.

10. Data retention

We may retain personal information for as long as reasonably necessary to:

• Provide and maintain our services.
• Manage service bookings and accounts.
• Comply with legal or regulatory requirements.
• Resolve disputes.
• Prevent fraud or misuse.
• Enforce our agreements.

The retention period may vary depending on the type of information and the purpose for which it was collected.

11. Your choices and rights

Depending on applicable law, you may have rights regarding your personal information. You may be able to:

• Access certain account information.
• Update or correct your information.
• Manage location permissions through your device settings.
• Request information about how your data is used.
• Request deletion of your account or personal information, subject to applicable legal and operational requirements.

To make a privacy-related request, please contact Zoorator using the details below.

Deleting a customer account

Customers can delete their account at any time in the app, under Help › Delete my account, or without the app on our account deletion page. You confirm your mobile number with a one-time SMS code, and the account is deleted straight away. It cannot be undone. A visit that is booked or in progress must be finished or cancelled first, and any online payment still due must be paid.

When a customer account is deleted, we erase:

• The account and its sign-in, on every device.
• The name, mobile number, email address, address and map location on every booking.
• The name and mobile number on bills and payment records.
• The booking history and tracking links, which stop working.
• Written reviews and comments, and messages sent to our support team.

We keep the bookings, bills and payment records themselves with the customer's details removed, because the law requires accounting records to be kept, and star ratings given to service partners, without the written comment. We also keep a record of the deletion — the name, mobile number, number of bookings and the date — only to meet legal, tax or payment-dispute obligations. Signing in again later with the same number starts a new, empty account.

Deleting a service partner account

Service partners can ask us to delete their account in the partner app, under Profile › Delete account, or without the app on our account deletion page. We complete requests within 7 days. Jobs still in progress must be finished or handed back, and any money owed either way is settled first.

When an account is deleted, we erase:

• Name, email address, WhatsApp number, address and business details.
• The ID-card photo, date of birth and KYC documents (PAN, Aadhaar, address proof, cancelled cheque).
• Location history and on-duty records.
• PAN number and bank or UPI payout details.
• Support messages and the notification tokens for the partner's devices.
• The ability to sign in. The mobile number is released and can be used to join again.

We keep completed jobs, customer bills and payment records with the partner's name removed, because customers rely on their receipts and the law requires accounting records to be kept. We also keep a record of the deletion request itself — the name, mobile number and account balance at that time — only to settle amounts owed and to meet legal, tax or dispute-resolution obligations.

12. Children's privacy

Zoorator is not intended for individuals who are not legally permitted to use our services under applicable law.

We do not knowingly collect personal information from children in violation of applicable laws. If you believe personal information has been provided to us improperly, please contact us so that we can review the situation.

13. Third-party services

Our platform may use third-party services, such as payment providers (PayU), mapping services, notification services (Google Firebase Cloud Messaging), SMS verification (MSG91) or other technology services.

These third parties may have their own privacy policies and terms governing their services. We encourage users to review the applicable policies when appropriate.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements or business practices.

When changes are made, the updated Privacy Policy will be published on our website or application with a revised Last updated date.

15. Contact us

If you have questions, concerns or requests regarding this Privacy Policy or your personal information, please contact us:

Zoorator
Reliable appliance service at your doorstep.

By using Zoorator, you acknowledge that you have read and understood this Privacy Policy. See also our Terms & Conditions.