Privacy Policy

HoTo ("HoTo", "we", "us", or "our") operates the HoTo mobile application and website (together, the "Platform"), through which you can browse, order and have products delivered to your chosen address. This Privacy Policy explains what personal information we collect when you use the Platform, how we use and share it, and the choices you have. By creating an account or using the Platform, you agree to the collection and use of information in accordance with this Policy.

1. Information We Collect

We collect the following categories of information:

• Account information — name, mobile number, email address, and password or OTP-based authentication details you provide when registering.
• Delivery information — delivery address, landmark, and any other details needed to fulfil your order.
• Order & transaction information — items ordered, order value, order history, and payment status.
• Payment information — payment method and transaction identifiers. Card/UPI/bank details are collected and processed directly by our RBI-authorised payment gateway partners; we do not store your full card number, CVV, or UPI PIN on our servers.
• Location information — with your permission, your device's precise or approximate location, used to show serviceable stores, estimate delivery time, and enable accurate delivery.
• Device & usage information — device model, operating system, unique device identifiers, IP address, app version, crash logs, and how you interact with the Platform (pages viewed, searches, items added to cart).
• Communications — support requests, reviews, ratings, and any feedback you send us.

2. How We Use Your Information

• To create and manage your account, and verify your identity via OTP.
• To process, deliver, and provide support for your orders, including order updates and delivery tracking.
• To process payments and refunds through our payment partners.
• To show you relevant stores, products, offers, and coupons based on your location and order history.
• To send you order, delivery, and account-related notifications, SMS, and emails.
• To improve the Platform, diagnose issues, and prevent fraud, abuse, and unauthorised access.
• To comply with applicable law, regulation, or a valid legal request.

3. Cookies & Tracking Technologies

Our website and app use cookies, SDKs, and similar technologies to keep you signed in, remember your preferences, measure app performance, and understand how the Platform is used. You can control cookies through your browser settings and manage app permissions (such as location or notifications) from your device settings; disabling certain permissions may limit some features of the Platform.

4. How We Share Your Information

We do not sell your personal information. We share it only with:

• Delivery partners — your name, contact number, and address, to complete delivery.
• Payment gateway partners — order value and transaction details, to process payments and refunds.
• Store/warehouse partners — order details required to prepare and hand over your order.
• Service providers — cloud hosting, SMS/OTP, analytics, and customer support vendors who process data on our behalf, under contractual confidentiality obligations.
• Legal & regulatory authorities — where required to comply with law, enforce our Terms of Service, or protect the rights, safety, or property of HoTo, our users, or the public.
• Business transfers — in connection with a merger, acquisition, or sale of assets, subject to this Policy continuing to apply.

5. Data Storage & Security

Your information is stored on secure servers and protected using industry-standard technical and organisational measures, including encryption in transit, access controls, and regular security reviews. No method of transmission or storage is 100% secure; while we work to protect your information, we cannot guarantee absolute security.

6. Data Retention

We retain your personal information for as long as your account is active or as needed to provide you the Platform, comply with our legal obligations (such as tax and accounting requirements), resolve disputes, and enforce our agreements. You may request deletion of your account as described in Section 7 below.

7. Your Rights & Choices

You can, at any time:

• Access and update your profile information from within the app.
• Withdraw location, notification, or camera/gallery permissions from your device settings.
• Opt out of promotional emails, SMS, or push notifications using the in-app preferences or the unsubscribe link provided.
• Request a copy of, correction to, or deletion of your personal information by contacting us using the details in Section 11.

We will respond to verified requests within a reasonable time and as required by applicable law. Some information may be retained where necessary for legal, security, or legitimate business purposes even after an account deletion request.

8. Children's Privacy

The Platform is not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

9. Third-Party Links & Services

The Platform may contain links to third-party websites or services (for example, payment gateways) that are not operated by us. This Privacy Policy does not apply to those third parties, and we encourage you to review their privacy policies separately.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by updating the "Last updated" date above and, where appropriate, through the app or by email. Your continued use of the Platform after any change constitutes acceptance of the updated Policy.

11. Grievance Officer & Contact Us

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us at: