Platform Policies​

Shop Privacy Policy

Overview

Our Platform Tepnot Technologies Private Limited provides shopping and e-commerce features (“Shop”), allowing users to browse products, purchase products, interact with sellers, make payments, track orders, request returns or refunds, and use other commerce related services.

 

This section explains how we collect, use, share, and protect information when you use our Shop features. It should be read together with the rest of our Privacy Policy

1. Information We Collect When You Use Shop

When you browse, purchase, sell, return, or otherwise interact with products through Shop, we may collect and process information including:
 
A. Order Information
 
We may collect:
  • Products viewed, added to cart, wishlist, or purchased
  • Product variations such as size, color, quantity, or other selected options
  • Order ID and transaction details
  • Order value and applicable fees
  • Discounts, coupons, promotional benefits, or wallet credits used
  • Order date and time
  • Order status
  • Cancellation information
  • Return, replacement, exchange, and refund information
  • Delivery status and history
  • Previous purchase and shopping activity

We use this information to process and manage orders and to improve the shopping experience.

2. Delivery and Contact Information

To fulfil an order, we may collect information such as:
  • Customer name
  • Mobile number
  • Email address
  • Shipping and billing address
  • PIN/postal code
  • City, state, and country
  • Delivery instructions provided by you
We may share necessary delivery information with the relevant seller, logistics provider, courier partner, fulfilment provider, or other service provider involved in completing your order.
 
These parties receive only the information reasonably required to provide their respective services.

3. Payment Information

Payments on Shop may be processed through third-party payment gateways, banks, card networks, UPI providers, financial institutions, or other authorized payment service providers.
 
Depending on the payment method, payment related information may include:
 
  • Payment method
  • Transaction ID
  • Payment status
  • Amount paid
  • Refund information
  • Limited payment-related identifiers provided by our payment service provider
 
Sensitive payment credentials such as complete card numbers, CVV, UPI PIN, banking passwords, or OTPs are generally entered directly into the systems of the relevant payment service provider and are not intended to be stored by us unless specifically required and permitted under applicable law and security standards.
 
Payment service providers may process your information according to their own privacy policies and legal obligations.

4. Cash on Delivery and Partial Payments

Where Cash on Delivery (“COD”), partial COD, advance payment, or similar payment options are available, we may process information relating to:
  • Advance amount paid
  • Remaining amount payable on delivery
  • COD eligibility
  • Previous COD orders
  • Successful or unsuccessful deliveries
  • Order cancellations
  • Returns or refused deliveries
  • Payment and fulfilment status
We use this information for fraud prevention, risk assessment, determining eligibility for certain payment options, and protecting users, sellers, logistics partners, and the Platform.

5. Sellers and Marketplace Transactions

Where products are offered by third party sellers, certain information may be shared between the Platform, the buyer, and the relevant seller where necessary to:
  • Accept and process orders
  • Prepare and dispatch products
  • Generate invoices
  • Communicate regarding an order
  • Process cancellations
  • Handle returns, replacements, exchanges, or refunds
  • Resolve complaints or disputes
  • Detect fraudulent transactions
  • Meet tax, accounting, regulatory, or legal requirements
Sellers must use personal information received through the Platform only for legitimate transaction-related purposes and in accordance with applicable laws and Platform requirements.

6. Shipping and Logistics Partners

We may share necessary information with courier companies, logistics providers, warehouse operators, fulfilment partners, and similar service providers.
 
Such information may include:
  • Recipient name
  • Delivery address
  • Phone number
  • Order or shipment identifier
  • Package information
  • COD amount, where applicable
  • Delivery instructions
  • Information necessary to complete, verify, or troubleshoot delivery
These providers may generate additional information such as shipment tracking events, delivery attempts, proof of delivery, or return-to-origin status.

7. Returns, Refunds, Replacements and Disputes

When you request a return, replacement, exchange, refund, or raise an order related complaint, we may collect information such as:
  • Reason for the request
  • Written description of the issue
  • Photographs or videos submitted as evidence
  • Product condition information
  • Pickup information
  • Communication with customer support
  • Refund destination and refund status
  • Seller or courier response
  • Information necessary to investigate and resolve the matter
We may retain relevant records where reasonably necessary for dispute resolution, fraud prevention, accounting, legal compliance, and protection of our users and business.

8. Shopping Activity and Personalization

We may use information about how you interact with Shop, including products you:
  • View
  • Search for
  • Click
  • Save
  • Share
  • Add to cart
  • Purchase
  • Return
  • Follow or interact with through shopping or live-shopping features
Subject to applicable law and your available privacy choices, we may use this information to:
  • Personalize product recommendations
  • Rank products and sellers
  • Improve search results
  • Recommend relevant products or categories
  • Improve Shop functionality
  • Measure Shop performance
  • Understand shopping trends
  • Provide relevant promotions and advertisements
  • Prevent spam, abuse, and fraud
Where shopping features interact with other Platform features, relevant activity may also be used to improve recommendations across the Platform as permitted by applicable law.

9. Live Shopping

Where Shop is integrated with live streaming or other interactive features, we may process information relating to your interactions with products displayed during a live session.
 
This may include product clicks, product views, purchases, cart activity, interactions with the live session, and related engagement information.
 
We may use this information to operate live-shopping functionality, attribute transactions, improve recommendations, measure seller or creator performance, and improve the overall shopping experience.

10. Fraud Prevention and Platform Safety

We may process order, account, device, transaction, payment-status, delivery, return, and other relevant information to detect and prevent:
  • Fraudulent orders
  • Payment fraud
  • Promotion or coupon abuse
  • Fake accounts
  • Seller fraud
  • Return or refund abuse
  • Repeated refusal of deliveries
  • Unauthorized transactions
  • Abuse of Platform features
  • Other suspicious or harmful activities
Where permitted by applicable law, we may use this information to assess transaction risk and determine eligibility for certain Shop features, promotions, payment methods, or services.

11. Communications About Your Orders

We may contact you regarding transactions and Shop services through available communication channels, including in-app notifications, push notifications, SMS, email, telephone, or other supported channels.
 
These communications may include:
  • Order confirmations
  • Payment confirmations
  • Shipping updates
  • Delivery updates
  • OTP or verification communications
  • Cancellation information
  • Return or refund updates
  • Customer support communications
  • Important service or safety notifications
Transactional communications may be necessary to provide the service and may be treated differently from optional promotional communications under applicable law.

12. Customer Support

When you contact us regarding Shop, we may collect the information you provide, including order details, messages, photographs, videos, call-related records where legally permitted, and other information necessary to investigate and resolve your request.

13. How We Use Shop Information

We may use Shop-related information to:
  • Provide and operate Shop
  • Process purchases and payments
  • Facilitate transactions between buyers and sellers
  • Deliver orders
  • Process cancellations and returns
  • Issue refunds
  • Provide customer support
  • Personalize shopping experiences
  • Recommend products
  • Improve products and services
  • Maintain transaction records
  • Detect and prevent fraud
  • Protect users and sellers
  • Enforce our terms and policies
  • Comply with tax, accounting, regulatory, and legal requirements
  • Establish, exercise, or defend legal claims

14. Information Sharing

For Shop related purposes, we may share information with relevant:
  • Sellers
  • Payment service providers
  • Banks and financial institutions
  • Courier and logistics providers
  • Warehouse and fulfilment providers
  • Customer-support providers
  • Technology and cloud service providers
  • Fraud prevention and security providers
  • Professional advisers
  • Government authorities, regulators, courts, or law enforcement agencies where required or permitted by law
We do not sell your personal information merely because you use Shop. Any use of information for advertising, personalization, or other commercial purposes will be handled as described in this Privacy Policy and in accordance with applicable law.

15. Data Retention

We retain Shop related information for as long as reasonably necessary for the purposes described in this Privacy Policy, including providing Shop services, maintaining transaction and accounting records, handling returns and disputes, preventing fraud, enforcing agreements, and complying with applicable legal, tax, regulatory, and record-retention obligations.
 
Different categories of information may be retained for different periods.
 
When information is no longer required, we may delete, anonymize, or otherwise handle it in accordance with applicable law and our data-retention practices.

16. Your Privacy Rights

Depending on applicable law and your location, you may have rights relating to your personal information, including rights to access, correct, update, delete, or otherwise exercise control over certain personal information.
 
Some transaction information may need to be retained even after an account deletion request where retention is required or permitted for tax, accounting, fraud prevention, dispute resolution, regulatory compliance, or other legal purposes.
 
Requests may be submitted using the privacy or support contact information provided in this Privacy Policy.

17. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect Shop-related personal information.
 
However, no electronic transmission, payment system, or data-storage system can be guaranteed to be completely secure.
 
Users should never share passwords, OTPs, UPI PINs, card PINs, or other confidential authentication information with sellers, delivery personnel, or other users.

18. Third Party Services

Shop may use or integrate services provided by third parties, including payment gateways, courier providers, logistics providers, seller services, and other commerce related providers.
 
When a third party independently determines how it processes your personal information, its own privacy policy may apply to that processing.
 
We encourage users to review the privacy practices of relevant third-party service providers.

19. Changes to Shop Privacy Practices

As Shop evolves, we may introduce new shopping, payment, delivery, seller, live shopping, recommendation, or commerce features.
 
We may update this Privacy Policy where necessary to explain material changes to how personal information is collected, used, shared, or protected.
 
Where required by applicable law, we will provide appropriate notice or obtain consent before applying material changes.

20. Relationship With the Main Privacy Policy

This Shop section forms part of our overall Privacy Policy.
 
Unless specifically stated otherwise, all provisions of the main Privacy Policy including provisions concerning data security, international transfers, children’s privacy, user rights, account deletion, legal compliance, and contact information also apply to information processed through Shop.
 
If there is any inconsistency between this Shop section and another provision of the Privacy Policy, the provision that more specifically applies to the relevant processing activity will apply, subject to applicable law.