Customer Privacy Policy

1. Scope of This Policy

This policy covers personal information processed through the OTPCabs Customer App on Android and iOS, and through customer support channels connected to your customer account.

It does not cover the OTPCabs Driver App or Vendor App, third-party websites or apps we link to, or services that have their own privacy policies (such as your payment provider or device platform).

2. Information We Collect

We collect the following categories of information when you use the Customer App:

• Account and profile information: your name, mobile number, email address (where you provide one), profile details, and account settings.
• OTP authentication information: the one-time passwords sent to your mobile number to sign in, and ride-verification OTPs used to start trips.
• Location information: your precise device location while you use the app (with your permission), the pickup location you set, the drop location you set, and live trip location while a ride is in progress.
• Booking and ride information: the service type you choose (such as City Ride, Outstation, or Rental), vehicle category selection, ride history, trip routes, timestamps, and booking status.
• Fare and payment-related information: estimated and final fares, applied charges (such as tolls or waiting charges), payment method selection, and transaction status. We do not store full card numbers; online payments are processed by payment providers.
• Device and technical information: device model, operating system, app version, IP address, language settings, push-notification identifiers, and crash and diagnostic information.
• Support communication: messages, problem reports, and call or chat records when you contact OTPCabs customer support.

3. How We Use Your Information

We use your information to:

• Create and manage your customer account and verify your identity through OTP.
• Process ride bookings, match you with nearby drivers, and show driver and vehicle details for your trip.
• Provide navigation, live trip tracking, and accurate pickup and drop handling.
• Calculate fares, apply applicable charges, and process payments and refunds.
• Provide customer support and respond to your reports and questions.
• Keep the platform safe, including OTP-verified ride starts, fraud detection, and prevention of account misuse.
• Send you service notifications about your bookings, trips, and account, and — where permitted — offers you can opt out of.
• Analyse app performance and crashes to improve reliability and develop new features.
• Comply with applicable laws and respond to lawful requests from authorities.

4. Information Sharing

We do not sell your personal information. We share information only as needed to run the service:

• Drivers: when a driver accepts your booking, they see the information needed to complete the trip, such as your first name, pickup and drop locations, and trip OTP status. Your mobile number is shared or connected only as required to coordinate the trip.
• Fleet and vendor partners: where your ride is operated through a fleet or vendor partner, trip details required to fulfil the booking are shared with that partner.
• Payment providers: to process online payments and refunds.
• Map and location providers: to provide search, routing, and navigation.
• Cloud and infrastructure providers: who host our systems under confidentiality and security obligations.
• Government and law enforcement authorities: where disclosure is required by law, court order, or to protect the safety of riders, drivers, or the public.

5. Data Retention

We keep your personal information for as long as your account is active and as needed to provide the service.

Ride and payment records are retained for the period required by applicable law (including tax, accounting, and transport regulations), after which they are deleted or anonymised.

When you delete your account, personal data is removed or anonymised except where we are legally required to retain it, or where retention is necessary to resolve disputes or prevent fraud.

6. Data Security

We protect your information using industry-standard measures, including encryption of data in transit, access controls that restrict data access to authorised personnel, and monitoring of our systems.

No method of transmission or storage is completely secure. If we become aware of a breach affecting your personal data, we will act in accordance with applicable law.

7. Your Rights and Choices

You can:

• Access and update your profile information from the app's Profile section.
• Control app permissions (such as location and notifications) from your device settings at any time.
• Opt out of promotional communications from the app's settings.
• Request a copy of your data, or raise privacy questions, using the contact details in the Grievance and Contact section below.

8. Account Updates and Deletion

You can update your account details in the app under Profile.

You can request deletion of your customer account from the app (Profile → Security → Request account deletion) or by contacting us using the details below. After deletion, your personal data is erased or anonymised except for records we must keep under applicable law.

9. App Permissions

The Customer App requests the following device permissions, which you can grant or revoke at any time:

• Location: to detect your pickup point, show nearby drivers, and track your trip live. The Customer App uses location while you are using the app.
• Notifications: to send booking updates, driver arrival alerts, and trip status messages.
• Camera and photos (optional): to set a profile photo.
• Phone (optional): to call your driver or support directly from the app.

10. Children's Privacy

The OTPCabs Customer App is not intended for anyone under 18 years of age. We do not knowingly collect personal information from children. If you believe a child has created an account, please contact us so we can remove it.

11. Third-Party Services

The app relies on third-party services, such as map providers, payment providers, push-notification services, and analytics or crash-reporting tools. These providers process data under their own privacy policies to the extent they act as independent controllers.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page shows the latest revision. For material changes, we will notify you through the app or other reasonable means. Continued use of the app after changes take effect means you accept the updated policy.

13. Grievance and Contact Information

If you have questions, requests, or complaints about this Privacy Policy or how your data is handled, contact OTP CAB SERVICE PRIVATE LIMITED:

• Email: privacy@otpcabs.com
• Support: support@otpcabs.com
• Grievance Officer: Grievance Officer, OTP CAB SERVICE PRIVATE LIMITED — reachable at privacy@otpcabs.com
• We aim to acknowledge grievances within 48 hours and resolve them within the timelines required by applicable Indian law.