Pickup & Drop ("we", "us", "our") operates the Pickup & Drop customer app, the Pickup & Drop Rider app, and this website (together, the "Service"). This policy explains what information we collect from customers and riders, why we collect it, and the choices you have.
On this page
01 Information we collect
We collect information you provide directly, information generated by using the Service, and information from third parties who help us operate it.
- Account information — name, email address, phone number, and password, provided when you register as a customer or rider.
- Profile & verification details — for riders, this may include vehicle details and identity or license documents submitted during onboarding.
- Order information — pickup and drop-off addresses, parcel category, order notes, fare, coupon usage, and order status history.
- Location data — precise GPS location, as described in Location data below.
- Delivery verification photos — riders capture a live camera photo at drop-off to confirm completion; this photo is attached to the order record.
- Payment information — the payment method you choose (cash, card, or UPI/wallet) and transaction references. We do not store full card numbers; card and UPI payments are processed directly by Stripe or Razorpay.
- Communications — messages you send us through the in-app Help & Support form or this website's Contact form, and any correspondence that follows.
- Device & usage data — device type, app version, language setting, and a push-notification token used to deliver order updates.
02 How we use it
- Create and manage your account, and verify riders before they can accept orders.
- Calculate fares, match orders with nearby riders, and provide live order tracking.
- Process payments and refunds, and maintain your order and earnings history.
- Send order-status push notifications (order confirmed, rider assigned, out for delivery, delivered, cancelled).
- Verify delivery completion using the drop-off photo, and investigate delivery disputes.
- Respond to support requests submitted through the app or website.
- Detect, prevent, and investigate fraud, abuse, or violations of our Terms & Conditions.
- Improve the Service and understand how it's used.
03 Location data
Location data is central to how deliveries work, so we're specific about how it's used:
- Customers share the pickup and drop-off addresses for each order, and the rider's live position while an order is in progress, so you can track your delivery on the map.
- Riders share continuous background location while on duty and while an order is active, so nearby orders can be offered and customers can see accurate live tracking. Riders can end this at any time by going offline or through their device's location settings.
Location data is used only to operate the delivery service — matching, tracking, and fare distance calculation — and is not sold or used for unrelated advertising.
04 Who we share it with
- Between customer and rider — a customer's pickup/drop-off details and a rider's name, vehicle, and live location are shared with each other only for the duration needed to complete an assigned order.
- Service providers — we use trusted third parties to operate core features: Stripe and Razorpay for payment processing, and OneSignal for push notifications. Each only receives the information it needs to perform its function.
- Legal & safety — we may disclose information if required by law, or to protect the rights, property, or safety of our users or the public.
- We do not sell your personal information to third parties.
05 Payments
Card and UPI/wallet payments are handled directly by Stripe and Razorpay, which maintain their own privacy and security practices as PCI-compliant payment processors. We receive confirmation that a payment succeeded and a transaction reference, not your full card or bank details. Cash-on-delivery orders are settled directly between the customer and rider.
06 Data retention
We keep account and order information for as long as your account is active, and for a reasonable period afterward to meet accounting, tax, and fraud-prevention obligations and to resolve disputes. Delivery verification photos are retained with the associated order record. If you delete your account, we remove or anonymize personal information that is no longer required to be kept for these purposes.
07 Your rights & choices
- Access & correction — you can review and update your profile information from within the app at any time.
- Account deletion — customers can request account deletion from the app; this removes your personal information subject to the retention needs described above.
- Location permissions — you can grant, restrict, or revoke location access at any time through your device's settings, though this may limit tracking and order-matching features.
- Notifications — you can disable push notifications through your device's settings.
- Language — the app is available in multiple languages; your choice doesn't affect what data is collected.
08 Security
We use reasonable technical and organizational measures — including encrypted connections, access controls on our systems, and delegating payment handling to PCI-compliant processors — to protect your information. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
09 Children's privacy
The Service is not directed to children, and is not intended for use by anyone 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 so we can remove it.
10 Changes to this policy
We may update this policy from time to time to reflect changes to the Service or applicable law. We'll update the "Last updated" date above when we do, and material changes will be highlighted in the app where practical.
11 Contact us
Questions about this policy or your data can be sent to info@demo.com, or through the Contact form on this site.