Privacy and Data Protection Policy

1. Introduction

1.1 Purpose of the Policy

At VeloriX PainRelief Solutions Private Limited, we value your privacy. This Privacy & Data Protection Policy explains how we collect, use, store, and protect your personal information when you use our app, website, or any of our services. Our goal is to be transparent about what data we collect and how we use it to serve you better.

1.2 Scope of the Policy

This policy applies to all users who interact with our digital platforms — including our mobile app, website, and any third-party platforms where our services or products are listed. It also covers how we handle data across various services like order placement, customer support, marketing communications, etc.

1.3 Consent

By accessing or using our app, website, or services, you agree to the collection and use of your information as described in this policy. If you do not agree with our policies, please do not use our services. You can withdraw your consent at any time by contacting us, although this may limit your access to some services.

2. Information We Collect

2.1 Personal Information

We collect information that you provide directly, such as:

• Your name, email address, phone number, location, shipping address, and billing address.
• Login credentials if you register on our app or website.
• Communication data like emails or support messages.

2.2 Non-Personal Information

We may collect certain non-identifiable information to improve our service, such as:

• Device type and browser used
• Language preferences
• App version and usage patterns

2.3 Sensitive Personal Data (if applicable)

Generally, we do not ask for sensitive personal data like medical history or biometric data. If at any point we need to collect such data (e.g., for personalized pain-relief advice), we will ask for your explicit consent and follow all data protection norms under Indian law.

2.4 Information Collected Automatically

We use tools such as cookies, app trackers, and analytics to collect information automatically:

• IP address and geolocation (only general location, not GPS-based)
• Pages viewed, time spent on the app/website, and clicks
• Device ID and crash logs (for improving app performance)

🔒 This data helps us improve your experience but is always handled securely and never sold to third parties.

3. Purpose of Data Collection

3.1 To Provide and Improve Our Services

We collect your data primarily to deliver a smooth and personalized experience. This includes:

• Enabling user registration and login
• Recommending relevant pain-relief exercises or products
• Tracking user activity to improve app features and functionality
• Providing customized support based on user behavior and needs

3.2 To Process Orders and Transactions

Your personal and payment-related information is used to:

• Complete orders placed via our app or website
• Manages deliveries, returns, and refunds
• Send order confirmations, invoices, and shipping updates
• Ensure secure payment processing through trusted gateways

3.3 To Communicate with Users

We use your contact information to:

• Respond to your queries and support requests
• Share important service-related updates or changes
• Send reminders related to exercise plans or purchases

✅ We do not spam. You’ll only receive relevant and necessary communication.

3.4 For Marketing, Surveys, and Feedback

With your consent, we may use your data to:

• Send newsletters, offers, and product recommendations
• Conduct user satisfaction surveys
• Request reviews or feedback to improve our services

🔔 You can choose to opt out of promotional emails or notifications at any time.

3.5 For Legal and Security Purposes

We may access or disclose your data when necessary to:

• Prevent fraud, misuse, or unauthorized access
• Comply with applicable laws, government requests, or court orders
• Enforce our terms of use or protect our legal rights

4. Use of Collected Information

4.1 Internal Use

We use your information internally to:

• Maintain user accounts and preferences
• Analyze user behavior for app or website improvement
• Develop new features or services based on user needs
• Train our team to better assist you

Your data is only accessible to authorized personnel and stored securely with appropriate encryption and access control.

4.2 Sharing with Trusted Partners and Service Providers

We may share limited data with:

• Delivery partners for order fulfillment
• Payment gateways to process transactions
• Technical service providers (e.g., analytics tools, cloud storage)
• Marketing or survey tools (only if you’ve opted in)

🚫 We do not sell your personal data. We ensure our partners follow strict confidentiality and data protection guidelines.

4.3 Compliance with Laws

We may disclose your information if required by:

• Local, state, or central authorities under Indian law
• Legal proceedings or lawful investigations
• Regulatory compliance like taxation, e-commerce guidelines, or digital security policies

5. Cookies and Tracking Technologies

5.1 What Are Cookies?

Cookies are small text files stored on your device (computer or smartphone) when you visit a website or use an app. These files help us remember your preferences, improve user experience, and analyze how our services are used.

Cookies do not contain personally identifiable information and cannot harm your device.

5.2 How We Use Cookies

We use cookies and similar tracking technologies to:

• Keep you logged in to your account
• Remember items in your cart or Wishlist
• Analyze app/website traffic and performance
• Offer a personalized browsing experience
• Track usage patterns to improve app features

We may also use third-party cookies (e.g., Google Analytics) to understand user interaction.

5.3 Managing Your Cookie Preferences

You can manage, disable, or delete cookies at any time via:

• Browser settings on web platforms
• App permissions in your mobile device
• Cookie consent options shown on our website

Note: Disabling cookies may limit some functionalities of our app or website.

6. Data Sharing and Disclosure

6.1 Third-Party Service Providers

We may share limited data with trusted third-party partners who help us operate, manage, or improve our services. These include:

• Delivery and logistics providers
• Payment gateway services
• Cloud storage and hosting services
• Analytics and email marketing tools

All partners are contractually bound to protect your data and only use it for the intended purposes.

6.2 Legal Disclosures

We may disclose your information:

• When required by law, legal process, or regulatory authority
• To protect our rights, property, or safety
• To detect and prevent fraud or security issues

Example: Complying with a government order or responding to a court summons.

6.3 Business Transfers

In the event of a business merger, acquisition, or sale, your data may be transferred as part of business assets to the new owner or entity.

We will notify users of such changes if your data usage or protection terms are affected.

7. Data Security Measures

7.1 Technical Safeguards

We implement strong technical protections to secure your data, including:

• SSL encryption for all data transmission
• Secure cloud infrastructure with firewalls
• Regular vulnerability testing and software updates

7.2 Organizational Controls

Our internal policies ensure that:

• Only authorized personnel have access to user data
• Staff are trained on privacy and data security practices
• Data access is role-based and monitored

7.3 Protection of Payment Information

We do not store your card details directly. All payment transactions are securely handled by PCI-DSS-compliant third-party payment gateways. These gateways use:

• End-to-end encryption
• Tokenization for payment info
• Secure APIs for transactions

💡 We also use OTP and Secure authentication for added safety in online payments.

8. Data Retention Policy

8.1 Retention Periods

We retain your personal and usage data only as long as necessary for:

• The purposes outlined in this policy
• Fulfilling legal, regulatory, and contractual obligations

For example, order history is kept for tax and accounting compliance.

8.2 Criteria for Retention

The length of time we retain data depends on:

• Type of information (e.g., personal details, transaction data)
• Legal requirements (e.g., record-keeping under applicable laws)
• Ongoing service needs (e.g., maintaining your user account)

8.3 Data Disposal

Once data is no longer needed, we securely delete or anonymize it using:

• Secure digital deletion protocols
• Scheduled backups and database cleanup routines

Physical records, if any, are shredded securely.

9. Your Rights and Choices

9.1 Right to Access and Update

You can access and update your personal information at any time through:

• Your account settings in the app or website
• A written request to our privacy team

9.2 Right to Data Portability

You may request a copy of your personal data in a readable format for transfer to another service, where technically feasible.

9.3 Right to Withdraw Consent

You can withdraw consent for data use (e.g., for marketing) at any time. However, doing so may impact your ability to use some features.

Withdrawing consent will not affect lawful processing done prior to your request.

9.4 Right to Object and Restrict Processing

You have the right to:

• Object to processing for direct marketing
• Request limitations on processing under specific circumstances (e.g., data inaccuracy, legal investigations)

10. Children’s Privacy

10.1 Data Collection from Minors

We do not knowingly collect personal data from children under the age of 18. If we become aware of such data being collected, we will delete it promptly.

10.2 Parental Consent

If a child uses our services with parental approval, consent from the parent or legal guardian is required before data collection.

Parents can request deletion of their child’s information by contacting our support team.

11. Grievance Redressal and Contact Information

11.1 How to Reach Us

If you have any concerns, complaints, or questions about your personal data, please contact:

·       Email: support@velorixcare.com

·       Phone: +91-7617658710 (Mon to Sat, 10 AM – 7 PM)

·       Registered Address: VeloriX PainRelief Solutions Private Limited, KH No. 2255, Bajrang Puri Mohalla, Pilkhuwa – 245304, Hapur, Uttar Pradesh

·       Office Address: VeloriX PainRelief Solutions Private Limited, H-23, Sector 63, Noida, Uttar Pradesh – 201301, India

We aim to respond within 7 working days.

11.2 Nodal Officer or Grievance Officer

In compliance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, we have appointed a Grievance Officer:

Name: Mr. Vishal Srivastav
Email: vishal@velorixcare.com

Phone: +91 7617658710 (Mon to Sat, 10 AM – 6 PM IST)

12. Policy Updates

12.1 How We Update This Policy

We may update this Privacy Policy from time to time to reflect:

• Changes in legal or regulatory requirements
• Updates in our data handling practices
• Introduction of new features or services

12.2 User Notification of Changes

We will notify users of any significant changes via:

• Email (if registered)
• In-app or website banners
• Updated policy date shown at the top

Your continued use of our services after such updates constitutes acceptance of the revised policy.