Privacy Policy

1. Who We Are

Assistmate is an on-demand personal assistance platform based in Pune, Maharashtra, India. We connect customers with independent, verified helpers for everyday tasks such as bag carrying, shopping assistance, personal assistance and companionship. We act as a technology intermediary that facilitates bookings between customers and service providers; we are the data fiduciary in respect of the personal data we process through the Platform.

Registered address: Kharadi, Pune, Maharashtra 411014, India. For any privacy-related query, you may contact us using the details in Section 13.

2. Information We Collect

We collect the following categories of information:

2.1 Information you provide to us

• Account details — your name, email address, mobile number and password (stored only in encrypted/hashed form).
• Booking details — service type, pickup and drop locations, date and time, notes and any special instructions you add to a booking.
• Profile information — saved addresses, contact preferences and other details you choose to add to your profile.
• Helper applicants — if you apply to become a helper, we collect your photograph, government-issued identity proof and verification documents for onboarding and background checks.
• Communications — messages, feedback and queries you send to our support team.

2.2 Payment information

When you make a payment, your card, UPI, net-banking or wallet details are collected and processed directly by our PCI-DSS compliant payment gateway partners. We do not store your full card number, CVV or UPI PIN on our servers. We retain only limited transaction metadata (such as a payment reference ID, amount, status and the masked instrument type) required to confirm bookings and process refunds.

2.3 Information collected automatically

• Device and usage data — IP address, browser type, device identifiers, pages viewed and the dates/times of your visits.
• Cookies and similar technologies — used to keep you signed in, remember preferences and measure how the Platform is used. See Section 8.

3. How We Use Your Information

We use your information to:

• create and manage your account and authenticate your sign-in;
• accept, confirm, assign and fulfil your bookings, including sharing the necessary details with the helper assigned to you;
• process payments, issue invoices and handle refunds;
• verify the identity and eligibility of helper applicants and maintain the safety and trust of the Platform;
• provide customer support and respond to your queries, complaints and requests;
• send transactional communications such as booking confirmations, assignment updates and receipts;
• improve, secure and troubleshoot the Platform, and prevent fraud or misuse;
• comply with applicable laws and enforce our Terms & Conditions.

4. Legal Bases for Processing

We process your personal data on the basis of your consent, the performance of our contract with you (to deliver the services you book), our legitimate interests in operating and securing the Platform, and to comply with our legal and regulatory obligations under Indian law, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.

5. How We Share Your Information

We share your information only as described below. We do not sell your personal data.

• With helpers — when a booking is assigned, we share the details needed to complete the service (such as your name, contact number, locations and booking notes) with the assigned helper.
• With service providers — we use trusted third parties to operate the Platform, including cloud hosting and database providers, payment gateways, and communication/notification services. They process data on our instructions and under appropriate confidentiality obligations.
• For legal reasons — where required by law, regulation, legal process or enforceable governmental request, or to protect the rights, safety and property of Assistmate, our users or the public.
• Business transfers — in connection with a merger, acquisition, financing or sale of assets, subject to this Policy.

6. Data Storage and Security

Your information is stored on secured cloud infrastructure with access controls, encryption in transit (HTTPS/TLS) and encryption at rest. Passwords are hashed and never stored in plain text. We restrict access to personal data to authorised personnel on a need-to-know basis and apply row-level security so that customers can access only their own data. While we take reasonable technical and organisational measures to protect your information, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Data Retention

We retain your personal data for as long as your account is active or as needed to provide you services, and thereafter for the period required to comply with our legal, tax, accounting and dispute-resolution obligations. Transaction records may be retained for the period required under applicable tax and financial regulations. When data is no longer required, we delete or anonymise it.

8. Cookies and Tracking

We use strictly necessary cookies to keep you signed in and to operate core features of the Platform, and analytics cookies to understand usage and improve the service. You can control cookies through your browser settings; disabling certain cookies may affect your ability to sign in or use parts of the Platform.

9. Your Rights

Subject to applicable law, you have the right to:

• access the personal data we hold about you;
• request correction of inaccurate or incomplete data;
• request deletion of your data, subject to legal retention limits;
• withdraw consent previously given, without affecting prior processing;
• nominate a representative to exercise your rights as permitted under the DPDP Act, 2023.

To exercise any of these rights, contact us at assistmate32@gmail.com. We may need to verify your identity before acting on your request.

10. Children's Privacy

The Platform is intended for users aged 18 years and above. We do not knowingly collect personal data from children. If you believe a child has provided us personal data, please contact us so we can remove it.

11. Third-Party Links

The Platform may contain links to third-party websites or services. We are not responsible for the privacy practices of those third parties and encourage you to review their privacy policies.

12. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. Material changes will be notified through the Platform or by email. Your continued use of the Platform after changes take effect constitutes acceptance of the updated Policy.

13. Grievance Officer & Contact

In accordance with the Information Technology Act, 2000 and the rules made thereunder, and the Digital Personal Data Protection Act, 2023, the contact details of our Grievance Officer are:

• Entity: Assistmate
• Email: assistmate32@gmail.com
• Phone: +91 9673810691
• Address: Kharadi, Pune, Maharashtra 411014, India

We aim to acknowledge grievances within 48 hours and to resolve them within the timelines prescribed under applicable law.