1. Introduction
Dolu ("we", "our", "us") provides a milk and daily-essentials delivery service, primarily over WhatsApp. This policy describes how we handle information connected with the service. By using Dolu in any way, you agree to this policy in full. If you do not agree, do not use Dolu.
2. Information we handle
We handle information you provide and information generated through the service, including:
- Account & contact: your name, WhatsApp phone number, and anything else you share with us.
- Delivery details: delivery address, delivery instructions, and photos or video relating to your delivery location — such as gate, doorstep, or building photos — whether sent by you or captured by us or our delivery partners.
- Orders & transactions: order history, subscription preferences, payment confirmations, wallet balances, and referral activity. Card and bank details are processed by Razorpay — we never see or store them.
- Communications: messages exchanged with us on WhatsApp, including support conversations. To understand orders and transcribe voice notes, your messages and voice notes may be sent to Google's Gemini API for processing.
- Usage & technical information: how the service is used, message statuses, and technical data needed to run and develop the service.
3. How we use information
Information connected with the Dolu service becomes part of Dolu's business assets. We may process and use it for any purpose we choose, now or in the future, whether or not that purpose is described here. The following are examples only and do not limit what we may do:
- Running the service — orders, subscriptions, deliveries, payments, support, and everything that keeps Dolu working.
- Verifying deliveries and handling queries, disputes, or complaints.
- Improving operations — routes, schedules, staffing, training, quality control, and anything else that makes the business run better.
- Developing the business — new features, products, services, and lines of business, including analysis, research, and model training.
- Marketing, promotion, and communications of any kind, including the use of delivery-related photos and video.
- Sharing with partners, providers, and other parties where it serves our interests.
- Protecting our rights and meeting legal or regulatory needs.
- Anything else we decide is useful to Dolu, including purposes that do not exist yet.
Where we use photos or video captured around deliveries — including gate and doorstep photos — we may use them for any of the above, and this use is part of the service, not optional.
4. WhatsApp communications
Dolu runs on WhatsApp. Order and delivery messages are an integral part of the service and cannot be switched off while you use Dolu. You can opt out of promotional messages at any time by replying STOP.
5. Sharing
We share information where it serves the operation and growth of the service, including with delivery partners, service providers (such as Razorpay, Meta/WhatsApp, Google/Gemini, and infrastructure providers), and other parties we choose to work with. If Dolu is involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction. We may also share where required by law or to protect our rights, our customers, or the public.
6. Retention
We keep information for as long as we consider it useful, including for operating and developing the service and meeting legal obligations (for example, tax records). When we no longer need it, we may delete or anonymise it at our discretion.
7. Your rights
You may ask for a copy of your information or ask us to correct it by writing to [email protected]. We will respond within a reasonable time.
8. Security
We use encrypted connections, restricted server access, and limited staff access to protect information. No system is perfectly secure.
9. Children's privacy
Dolu is intended for adults managing household orders. We do not knowingly collect information from children under 18.
10. Changes to this policy
We may update this policy at any time. The current version will always be posted here, and your continued use of Dolu after any change means you accept the updated policy.
11. Contact
For any privacy question: [email protected], Dolu, 353 Sector 28, Noida.
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