Privacy Policy

02Information We Collect

We collect information that you provide, that is created when you order, and that is generated when you use our services.

03Purpose of Processing

We process personal information to:

• Create and manage customer accounts
• Authenticate customers (including OTP verification)
• Process and fulfil orders
• Prepare and deliver products
• Manage scheduled delivery slots
• Process payments, cancellations and refunds
• Send order confirmations and delivery updates
• Provide customer support
• Send service-related information about your account or orders
• Prevent fraud, abuse and unauthorised activity
• Maintain website and application security
• Improve website performance and services
• Understand website usage through analytics
• Comply with applicable legal, tax and accounting requirements
• Resolve disputes and enforce applicable policies

04Consent and Legal Basis

We process personal information where it is necessary to:

• Provide the services you request
• Fulfil orders and related contractual obligations
• Comply with applicable law
• Protect FDH, customers and the platform from fraud or misuse
• Carry out permitted legitimate / business purposes under applicable law
• Obtain and rely on consent where consent is required

Where processing is based on consent, you may withdraw consent through the privacy contact below. Withdrawal does not affect processing already completed lawfully, and may limit features that depend on that consent (for example, optional communications).

05Sharing of Information

We share personal information only as needed to operate FDH, with service providers acting on our behalf, or where the law requires. Categories include:

For transparency, current implementations include: Razorpay (and other authorised payment partners where enabled); Twilio (SMS / WhatsApp OTP); Twilio (WhatsApp / SMS service messages); Supabase (database, authentication-related storage, and related cloud services); Google Analytics; and Hosting and edge analytics providers used to run the website (including Vercel Analytics where enabled).

FDH does not sell, rent, lease or trade customers' personal information to third parties for their own marketing purposes.

06Third-Party Processing and International Transfers

FDH uses third-party service providers to operate the platform. Those providers may process personal information on our behalf to deliver their services (for example payments, OTP delivery, hosting, analytics and communications).

Some providers may process or store information on infrastructure located outside India. Where that happens, we rely on arrangements permitted under applicable law and expect providers to apply appropriate safeguards. We do not claim that all personal information is stored only in India.

07Cookies and Similar Technologies

FDH does not currently use separate advertising or retargeting cookies. You can manage cookies through your browser settings. Blocking some cookies may affect login, cart or checkout. More detail is in our Cookie Policy.

08Data Security

FDH uses reasonable and appropriate technical, organisational and administrative safeguards to protect personal information against unauthorised access, disclosure, alteration, misuse or destruction.

These measures may include, where appropriate:

• Encryption in transit
• Appropriate protection of stored information
• Access controls and least-privilege access
• Authentication controls (including OTP-based sign-in)
• Security monitoring and vulnerability management practices
• Secure development practices
• Third-party security controls from our service providers
• Incident response procedures

No method of electronic transmission or storage can be guaranteed to be completely secure. We take privacy seriously, but we cannot promise absolute security.

09Personal Data Breach and Security Incidents

If FDH becomes aware of a personal-data security incident, we will:

• Take reasonable steps to contain and investigate it
• Assess potential impact
• Take appropriate remediation measures
• Notify affected parties and/or authorities where required by applicable law

10Data Retention

We retain personal information only for as long as reasonably necessary for purposes such as:

• Account operation
• Order fulfilment
• Customer support
• Refunds
• Transaction and accounting records
• Tax and legal obligations
• Fraud and security investigations
• Dispute resolution
• Enforcement of policies

When information is no longer required, it will be securely deleted, anonymised or otherwise handled according to applicable legal requirements.

11Customer Privacy Rights

Subject to applicable law, you may be able to:

• Request access to your personal information
• Request correction of inaccurate information
• Request updating of account information
• Request deletion where legally permitted
• Withdraw consent where processing is based on consent
• Raise concerns about processing
• Exercise other rights available under applicable privacy law

Requests can be submitted through the privacy contact provided below. FDH may take reasonable steps to verify the identity of the requester before processing certain requests.

12How to Exercise Privacy Rights

Use the channel below for privacy questions and requests:

You can use this channel for:

• Privacy questions
• Data-access requests
• Correction requests
• Deletion requests
• Consent withdrawal
• Privacy complaints

13Children's Privacy

FDH services are intended for customers who are legally permitted to use the service and place orders under applicable Indian law (typically adults who can enter into a contract).

We do not knowingly process children's personal data except as permitted by applicable law and with any required authorisation. If you believe a child has provided personal information inappropriately, contact us using the details below and we will take appropriate steps.

14Refunds and Payment Information

Eligible refunds are processed according to FDH's Refund & Cancellation Policy and returned through the applicable payment mechanism (for example, the original online payment method, or arrangements described for Cash on Delivery quality cases).

Refund timelines may vary depending on banks or payment service providers.

15Changes to This Privacy Policy

FDH may update this policy when our services, laws or data practices change. The updated effective date will be shown on this page. Material changes may be highlighted where appropriate.

Where consent or notice is legally required for a change, we will provide it through an appropriate mechanism (for example, notice on this page, in-product notice, or direct communication).

16Contact Us

If you have questions about this Privacy Policy or your personal information, contact:

Thank you for trusting FreshDirectHome. We are committed to handling your information carefully while delivering a reliable fresh-food experience.