Privacy Policy

1. Who this policy covers

Two groups of people are described here. Retailers are businesses that hold a Pramaan account and use the platform to serve their customers. Customers are the individuals who buy a product from a retailer and whose purchase is registered on the platform.

For customer data, the retailer decides what is collected and why; Pramaan processes that data on the retailer’s behalf and under their instructions. For retailer account data, Pramaan is responsible directly.

2. Information we collect

• Customer details — name, phone number, and where provided, an invoice or proof of purchase.
• Product and warranty records — the product registered, its unique identifier, purchase date, and warranty period.
• WhatsApp messages — the content and delivery status of messages exchanged between a retailer and their customer through the platform, together with the phone numbers involved.
• Retailer account data — business name, contact details, and the login credentials of staff with access.
• Technical data — IP address, device and browser information, and server logs.

We do not collect financial account details, payment card numbers, or biometric data.

3. How we collect it

Data reaches us when a retailer registers a purchase, when a customer scans a QR code and completes registration, when a customer verifies their phone number by one-time password, when messages are exchanged on WhatsApp, and automatically through server logs as the platform is used.

4. Why we use it

To register products and activate warranties; to let a retailer look up a customer’s purchase and warranty status; to send and receive WhatsApp messages between a retailer and their customer; to keep the service secure and working; and to meet legal obligations.

We do not use customer data to advertise to them on our own behalf, and we do not sell personal data to anyone.

5. WhatsApp messaging

Messaging runs on the WhatsApp Business Platform operated by Meta. When a retailer sends or receives a message through Pramaan, the phone numbers and message content pass through Meta’s systems and are also subject to WhatsApp’s own privacy policy.

Retailers may only message customers who have agreed to be contacted, and must honour any request to stop. A customer can opt out at any time by replying to stop, or by contacting the retailer or us directly. We keep a record of opt-outs so that they are respected on future sends.

Messages are stored so the retailer has a history of their conversation with the customer. They are not used for any purpose beyond providing the service.

6. Who we share it with

• The retailer whose customer you are — they see the records and conversations belonging to their own business, and nothing belonging to any other retailer.
• Meta Platforms, to deliver WhatsApp messages.
• Service providers who host and operate our infrastructure, under contract and only as needed to run the platform.
• Brands, where a customer has explicitly consented to their registration being shared for warranty support.
• Legal authorities, where we are required by law.

7. Data separation between retailers

Each retailer’s data is isolated from every other retailer’s. Access is enforced in the database itself, not only in the interface, so one retailer cannot read another’s customers, products, or conversations.

8. Security

We use encryption in transit, access controls, and row-level authorisation in the database. Credentials for messaging are held in an encrypted secret store rather than in ordinary database columns. No system can promise absolute security, but we treat access to customer data as the thing most worth protecting.

9. Where data is stored

Data is hosted on cloud infrastructure and may be processed outside India. Where that happens, we rely on providers that offer appropriate safeguards under applicable law.

10. How long we keep it

Registration and warranty records are kept for as long as the warranty may need to be honoured, and for any period required by law after that. WhatsApp conversation history is kept while the retailer holds an active account. When data is no longer needed it is deleted or anonymised.

11. Your rights, and deleting your data

You may ask to access, correct, or delete your personal data, withdraw consent, or complain about how it has been handled.

Full instructions for requesting deletion are on our data deletion page. In short: email tech@pramaan.ind.in from the address or phone number tied to your records, and we will act on it within 30 days.

12. Children

The platform is intended for people aged 18 and over. We do not knowingly collect data from children.

13. Changes to this policy

We may update this policy. Where a change materially affects how we handle personal data, we will make that clear through the platform or by direct contact.

14. Contact and grievances

Write to tech@pramaan.ind.in for any privacy question or complaint. A Grievance Officer will respond in accordance with applicable law.

15. Legal compliance

This policy is written to comply with Indian law, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.