Privacy Policy
1. Applicability
2. Information We Collect
When you use the Platform, we may collect and process different types of information about you.
Information you provide to us:
When you create an account, place an order or contact us, you may provide information such as your name, mobile number, email address, delivery address, profile details, and any other information you choose to share. When you place orders, we collect order details including items ordered, order value, delivery instructions and related information. When you contact our customer support or respond to surveys, feedback forms or promotional campaigns, we collect the information you share in those communications.
Payment and transaction information:
When you make a payment on the Platform, your payment is processed by authorised payment service providers. We may receive certain limited information relating to the payment, such as the payment status, mode of payment, masked card details or transaction reference number. Sensitive payment data such as full card numbers, CVV, UPI PIN or internet banking passwords are collected and processed directly by the payment gateways and are not stored by Bakaloo in plain form.
Information collected automatically:
When you access or use the Platform, certain information may be collected automatically, such as your IP address, device type, operating system, browser type, app version, access time, referring URLs, pages viewed and interactions with our Platform. Subject to your device settings, we may also collect approximate or precise location information to show you serviceable areas, nearby dark stores and estimated delivery times. We may use cookies, pixels and similar tracking technologies to recognise you, remember your preferences, keep items in your cart and understand how you use the Platform.
Information from third parties:
We may receive information about you from third parties such as payment providers, delivery partners, analytics and marketing partners or social login providers (for example, when you choose to sign in using Google or other accounts). Such information will be handled by us in accordance with this Privacy Policy and applicable law.
3. How We Use Your Information
We use the information we collect for various purposes connected with the operation of our business and the provision of our services. This includes using your information to create and manage your account, enable you to browse the Platform, place and track orders, deliver products to your chosen address, process payments, handle refunds, address your queries and complaints, and provide customer support.
We also use your information to personalise your experience, such as remembering your saved addresses, frequently ordered items and preferences, and to recommend relevant products or offers. We may analyse usage patterns, performance data and feedback to improve our Platform, enhance user experience, maintain service quality and develop new features.
We may send you communications relating to your orders, delivery updates, changes to our terms, security alerts and other service-related messages which are essential for the use of the Platform. In addition, we may send you marketing or promotional communications about our products, services, offers, discounts, surveys and loyalty programmes. You can opt out of non-essential marketing communications at any time using the unsubscribe facility or by changing your preferences, but you may still receive transactional and service-related messages.
We may use your information to protect the security and integrity of the Platform, prevent and detect fraud or misuse, investigate suspicious or unlawful activities, enforce our legal rights and comply with legal obligations, including responding to lawful requests, court orders and regulatory authorities.
Where required under applicable law, we will rely on your consent or on other lawful grounds for processing your personal information.
4. Sharing of Information
We do not sell your personal information. However, in the course of providing our services and running our business, we may share your information with selected third parties.
We may share necessary information with our delivery partners and logistics associates to enable them to pick, pack and deliver your orders and to contact you if required for delivery. We may share information with our payment service providers and banks for processing payments, refunds and fraud detection. We may also share information with cloud hosting providers, IT service providers, analytics and marketing partners, customer support tools, auditors, consultants and other service providers who work with us under appropriate confidentiality and security obligations.
We may disclose information where required by law, regulation, legal process, government request or for the purposes of responding to law enforcement authorities, courts or regulators. We may also disclose information where we believe it is necessary to protect the rights, property or safety of Bakaloo, our users, employees, partners or the public.
In the event of any merger, acquisition, restructuring, sale of business or similar transaction involving Bakaloo, your information may be transferred to the relevant third party, subject to the requirements of applicable law and appropriate safeguards.
We may share your information with third parties for any other purpose with your express consent, where such consent is required.
5. Cookies and Tracking Technologies
We use cookies and similar technologies on the Platform to provide core functionality, enhance your browsing experience and understand how our services are being used. Cookies help us to recognise you on subsequent visits, remember your cart and preferences, and measure the effectiveness of our content and marketing campaigns.
You may choose to disable or delete cookies through your browser or device settings. However, if you do so, some parts of the Platform may not function properly, and certain features such as staying logged in or retaining your cart may not work as intended. Third-party service providers may also use cookies and similar technologies in connection with the Platform, and their use is governed by their respective privacy policies.
6. Data Security
We take reasonable technical and organisational measures to protect your information from unauthorised access, alteration, disclosure or destruction. These measures may include encryption where appropriate, access controls, firewalls and regular monitoring of our systems and infrastructure.
However, no method of transmission over the internet or method of electronic storage is completely secure. While we strive to protect your information, we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your account details, including one-time passwords and any login credentials, and for restricting access to your devices. You should inform us promptly if you believe your account has been compromised.
7. Data Retention
We retain your information for as long as it is reasonably required for the purposes described in this Privacy Policy, for as long as you maintain an account with us, or as may be required under applicable law, including for tax, accounting, regulatory or dispute-resolution purposes. After this period, your information may be deleted, anonymised or archived in accordance with our data retention practices and legal requirements.
8. Your Choices and Rights
You may access and update certain personal details such as your name, mobile number and delivery addresses at any time by logging into your account on the Platform. You can also review your order history and saved preferences.
You may choose to disable location access through your device settings; however, this may impact features such as automatic location detection or serviceability checks. You may opt out of receiving marketing and promotional communications by following the unsubscribe instructions in such communications or by updating your preferences. Even if you opt out, you may still receive transactional and service-related messages.
Subject to applicable law, you may also request access, correction or deletion of certain personal information held by us, or raise any concerns regarding the processing of your information, by contacting us using the details set out below. We may need to verify your identity before responding to certain requests and may not be able to fulfil a request where it would conflict with our legal obligations or legitimate business interests.
9. Children’s Privacy
We do not knowingly collect personal information from children under 18 years of age without the consent of a parent or legal guardian. If we become aware that we have collected personal information from a child without appropriate consent, we will take reasonable steps to delete such information or otherwise comply with applicable law. If you believe that a child has provided personal information to us, please contact us using the details provided below.
10. Changes to This Privacy Policy
We may update or modify this Privacy Policy from time to time to reflect changes in our practices, services, legal requirements or for other operational reasons. Any changes will be posted on the Platform with an updated “Last updated on” date. We encourage you to review this Privacy Policy periodically. Your continued use of the Platform after any changes are made shall constitute your acceptance of the revised Privacy Policy.
11. Contact Us and Grievance Officer
If you have any questions, concerns, complaints or requests relating to this Privacy Policy or the handling of your information, you may contact us at:
Bakaloo and Food Enterprise
Address: Bhagat Food Zone, Nr Anand Dhara Soc - 2, Ram Chowk, Mota Varachha, Surat 394101
Email: info@bakalooindia.com
Phone: +91 9924998906
In accordance with the Information Technology Act, 2000 and the rules thereunder and other applicable data protection laws in India, the details of the designated Grievance Officer are as follows:
Grievance Officer
Name: Nikhil Patel
Designation: Managing Partner
Email: info@bakalooindia.com
Address: Bhagat Food Zone, Nr Anand Dhara Soc - 2, Ram Chowk, Mota Varachha, Surat 394101
