Privacy Policy

This Privacy Policy explains how Freshloom collects, uses, stores, shares, protects and otherwise processes personal data when you:

1. visit www.freshloom.co.in;
2. schedule a pickup;
3. communicate with Freshloom by telephone, email, SMS, WhatsApp, social media or any other channel;
4. submit Articles for garment, laundry, dry-cleaning, furnishing, shoe, bag or related care services;
5. make payment;
6. raise a complaint or claim;
7. participate in an offer, survey or marketing activity; or
8. otherwise interact with Freshloom.

This Privacy Policy is intended to comply with applicable Indian law, including the Digital Personal Data Protection Act, 2023, the Digital Personal Data Protection Rules, 2025, the Information Technology Act, 2000 and other applicable rules and regulations.

1. Identity of the Data Fiduciary

The personal data covered by this Privacy Policy is controlled by:

Freshloom, a proprietary concern represented by its Proprietor, Mrs. Juhi Karamchandani, having its principal place of business at:

Shop No. 14, Usha Kunj, Opposite Takshila, Mahakali Caves Road, Andheri East, Mumbai, Maharashtra – 400093

Email: support@freshloom.co.in
Telephone / WhatsApp: 9297 9297 61

For the purposes of applicable data-protection law, Freshloom acts as the "Data Fiduciary" in relation to personal data for which it determines the purpose and means of processing.

2. Definitions

2.1 "Data Principal"

"Data Principal" means the individual to whom the personal data relates and includes the parent or lawful guardian of a child or person with disability where applicable.

2.2 "Personal Data"

"Personal Data" means any data about an individual who is identifiable by or in relation to such data.

2.3 "Processing"

"Processing" means any wholly or partly automated operation performed on digital personal data, including collection, recording, organisation, storage, use, sharing, retrieval, adaptation, erasure or destruction.

2.4 "Service Provider" or "Data Processor"

"Service Provider" or "Data Processor" means a person that processes personal data on behalf of Freshloom, including technology vendors, payment processors, logistics providers and Processing Partners.

3. Scope

This Privacy Policy applies to personal data collected:

1. directly through the Platform;
2. through telephone, email, WhatsApp or social-media communication;
3. during pickup and delivery;
4. through payment and transaction records;
5. from authorised representatives, family members or corporate customers;
6. from service providers acting on Freshloom's behalf; and
7. from public or lawful sources where permitted by law.

This Policy does not govern an independent third party that determines its own purposes and means of processing. Such third party's separate privacy policy may apply.

4. Personal Data We May Collect

Depending on your interaction with Freshloom, we may collect the following categories of personal data.

4.1 Identity and Contact Data

1. first and last name;
2. telephone number;
3. email address;
4. pickup and delivery address;
5. city, locality, landmark and postal code;
6. customer or Order identification number; and
7. details of an authorised recipient.

4.2 Order and Service Data

1. Articles submitted;
2. selected Services;
3. garment or Article descriptions;
4. care instructions;
5. stains, defects and condition notes;
6. declared value;
7. pickup and delivery date;
8. preferred time slots;
9. special requests; and
10. complaint, reprocessing, damage or loss records.

4.3 Images and Article Records

Freshloom may photograph or record Articles before, during and after processing to:

1. document condition;
2. identify stains or defects;
3. manage quality;
4. investigate claims;
5. prevent fraud; and
6. maintain service records.

Such images ordinarily relate to the Article and should not intentionally capture the Customer. Incidental personal information visible in an Article or image shall be handled in accordance with this Policy.

4.4 Payment and Transaction Data

1. amount paid;
2. payment mode;
3. transaction reference;
4. billing address;
5. invoice and GST details;
6. refund records; and
7. limited payment-status information received from payment processors.

Freshloom does not ordinarily receive or store full card numbers, CVV details, UPI PINs or internet-banking passwords.

4.5 Communications Data

1. emails;
2. WhatsApp messages;
3. SMS communications;
4. customer-support interactions;
5. feedback;
6. survey responses;
7. complaint correspondence; and
8. telephone-call records or recordings, where undertaken after lawful notice.

4.6 Technical and Usage Data

1. internet-protocol address;
2. device type;
3. browser type;
4. operating system;
5. date and time of access;
6. referring page;
7. pages visited;
8. clickstream and interaction data;
9. cookie identifiers; and
10. approximate location derived from IP address.

4.7 Precise Location Data

Where you choose to share a live location, map pin or device location for pickup or delivery, Freshloom may process such location only for the relevant operational purpose and related recordkeeping.

4.8 Marketing Preference Data

1. marketing consent;
2. communication preferences;
3. preferred communication channel;
4. offer interactions; and
5. opt-out records.

4.9 Business and Vendor Data

Where you are a vendor, partner or business representative, Freshloom may collect:

1. name;
2. designation;
3. employer or entity name;
4. business email;
5. business telephone number;
6. GST, PAN or registration details;
7. bank details;
8. agreement and invoice information; and
9. compliance documentation.

4.10 Data Not Intentionally Collected

Freshloom does not ordinarily seek health, biometric, religious, political, sexual-orientation or other highly sensitive information.

You should not place identity documents, medical records, bank cards, jewellery, electronic devices or confidential papers inside Articles submitted for processing.

5. How We Collect Personal Data

We may collect personal data:

1. when you enter information on the Platform;
2. when you schedule a pickup;
3. when you communicate through WhatsApp, telephone, SMS, email or social media;
4. when an Article is collected, inspected, processed or delivered;
5. when you make payment;
6. when you raise a complaint;
7. when you participate in an offer or survey;
8. through cookies and similar technologies;
9. from payment gateways, logistics providers or Processing Partners;
10. from a person authorised by you; and
11. from public or lawful sources where permitted.

Where another person provides your personal data to Freshloom, that person represents that they are authorised to provide it and that you have been informed about the processing.

6. Purposes of Processing

Freshloom may process personal data for the following purposes.

6.1 Order Fulfilment

1. registering and confirming Orders;
2. scheduling pickup and delivery;
3. identifying Articles;
4. selecting and coordinating Services;
5. communicating treatment requirements;
6. performing quality control;
7. processing payments;
8. issuing invoices; and
9. delivering Articles.

6.2 Customer Support

1. responding to enquiries;
2. providing status updates;
3. addressing complaints;
4. arranging reprocessing;
5. assessing loss or damage claims; and
6. resolving disputes.

6.3 Safety, Security and Fraud Prevention

1. verifying transactions;
2. preventing fraudulent claims;
3. securing the Platform;
4. detecting unauthorised access;
5. maintaining operational records; and
6. protecting customers, personnel and property.

6.4 Service Improvement

1. analysing service quality;
2. improving pickup, delivery and processing workflows;
3. developing new services;
4. measuring customer satisfaction;
5. training personnel; and
6. performing internal analytics.

6.5 Legal and Regulatory Compliance

1. maintaining tax and accounting records;
2. responding to lawful requests;
3. establishing or defending legal claims;
4. investigating incidents;
5. complying with consumer, data-protection, cyber-security and other legal obligations; and
6. retaining records required under law.

6.6 Marketing

Where permitted by law and based on your consent or communication preferences, Freshloom may:

1. send offers and promotions;
2. inform you about new services;
3. request reviews;
4. send newsletters; and
5. conduct customer-engagement campaigns.

Freshloom may withdraw marketing consent at any time.

7. Lawful Basis and Consent

Freshloom processes personal data only for lawful purposes.

Depending on the circumstances, processing may occur:

1. with your consent;
2. to perform the Service requested by you;
3. for a use recognised as legitimate under applicable law;
4. to comply with a legal obligation;
5. to respond to an emergency or protect a person from serious harm;
6. to establish, exercise or defend legal claims; or
7. for another lawful basis recognised under applicable law.

Where Freshloom relies on consent:

1. the request shall be presented in clear and understandable language;
2. the consent shall be limited to specified purposes;
3. you may withdraw consent using a reasonably accessible method; and
4. withdrawal shall not affect processing lawfully undertaken before withdrawal.

Withdrawal of consent may prevent Freshloom from continuing a Service where the relevant data is necessary for performance.

8. Data of Children

8.1 The Services are intended to be ordered by adults.

8.2 Freshloom does not knowingly permit a child to independently place an Order or provide consent for processing personal data.

8.3 Where Freshloom becomes aware that it has processed a child's personal data without verifiable consent of a parent or lawful guardian, it shall take reasonable steps to delete or regularise such processing as required by law.

8.4 Freshloom shall not knowingly undertake tracking, behavioural monitoring or targeted advertising directed at children where prohibited by law.

9. Sharing of Personal Data

Freshloom may share personal data only where reasonably necessary and legally permitted.

9.1 Processing Partners

Freshloom may share relevant Order details, Article images, care instructions and contact-independent reference numbers with laundry, dry-cleaning, shoe-care, bag-care, carpet-care, repair or restoration partners. Freshloom shall endeavour to limit the data shared to what is necessary for processing.

9.2 Logistics and Delivery Providers

Freshloom may share name, telephone number, address, map location, Order reference and delivery instructions with pickup and delivery personnel.

9.3 Payment Providers

Freshloom may share payment-related information with banks, UPI providers, payment gateways, card networks and fraud-prevention providers.

9.4 Technology and Hosting Providers

Freshloom may use website hosts, cloud providers, analytics vendors, communication platforms, CRM providers, cybersecurity providers and software vendors.

9.5 Professional Advisers

Personal data may be shared with lawyers, accountants, auditors, insurers, consultants and investigators under appropriate confidentiality obligations.

9.6 Government and Law-Enforcement Authorities

Freshloom may disclose personal data where required by law, court order, governmental direction or lawful investigation.

9.7 Business Transfers

Where the Freshloom business is incorporated, converted, reorganised, financed, sold, merged or transferred, personal data may be transferred to the successor or relevant transaction party, subject to applicable law and confidentiality safeguards.

9.8 Protection of Rights

Freshloom may disclose data where reasonably necessary to protect its legal rights, customers, personnel, property, systems or the public.

Freshloom does not sell personal data in exchange for monetary consideration.

10. Data Processors and Contractual Safeguards

Freshloom shall take reasonable steps to ensure that Service Providers processing personal data on its behalf:

1. process data only on documented instructions;
2. implement reasonable security safeguards;
3. maintain confidentiality;
4. notify Freshloom of relevant security incidents;
5. assist with statutory rights requests where necessary;
6. delete or return data when no longer required; and
7. do not use the data for an unauthorised independent purpose.

Freshloom shall periodically review material vendors based on the sensitivity and volume of data processed.

11. Cross-Border Processing

Freshloom may use cloud, communication, analytics or technology providers whose systems or support teams are located outside India.

Where personal data is transferred or made accessible outside India, Freshloom shall comply with restrictions and requirements imposed under applicable Indian law.

Freshloom shall not transfer personal data to a jurisdiction prohibited by the Central Government.

12. Cookies and Similar Technologies

12.1 The Platform may use cookies, pixels, local storage, software-development kits or similar technologies.

12.2 These technologies may be used for:

1. essential website functionality;
2. security;
3. remembering preferences;
4. measuring traffic;
5. analysing performance;
6. understanding user interaction; and
7. marketing, where consent is required.

12.3 Cookies may include:

• Strictly Necessary Cookies: Required for the Platform to function.
• Functional Cookies: Remember language, location or booking preferences.
• Analytics Cookies: Help Freshloom understand usage and performance.
• Advertising Cookies: Used to measure or personalise advertising, where enabled with appropriate consent.

12.4 You may manage non-essential cookies through the cookie banner, preference centre or browser settings.

12.5 Blocking essential cookies may affect Platform functionality.

13. Marketing Communications

13.1 Freshloom may send promotional communications only in accordance with applicable law and your preferences.

13.2 You may opt out by:

1. using the unsubscribe link;
2. replying "STOP" where supported;
3. changing communication preferences;
4. emailing support@freshloom.co.in; or
5. contacting the Grievance Officer.

13.3 Even after opting out of marketing, Freshloom may send transactional communications relating to an active Order, payment, complaint, security or legal obligation.

13.4 Marketing consent shall not be bundled as a condition for obtaining a Service unless the communication is necessary for that Service.

14. Data Retention

Freshloom shall retain personal data only for as long as necessary for the purpose for which it was collected or as required by law.

Indicative retention periods may include:

1. Order and invoice records: up to eight financial years or such period required under tax and accounting law;
2. customer-service communications: up to three years after closure;
3. Article photographs and condition records: ordinarily up to three years after completion of the Order, or longer where a dispute exists;
4. payment transaction records: as required by financial, tax and payment regulations;
5. marketing consent records: until withdrawal and for a reasonable suppression period thereafter;
6. website-security logs: ordinarily up to twelve months, unless required longer for investigation; and
7. legal-dispute records: until final resolution and expiry of relevant limitation periods.

Freshloom may retain a minimal record of an opt-out, complaint, fraud incident or legal restriction even after other data is deleted.

Freshloom shall erase or anonymise personal data when retention is no longer necessary, subject to legal and technical limitations.

15. Security Safeguards

Freshloom shall implement reasonable technical and organisational safeguards appropriate to the nature of the personal data and the risks involved.

Safeguards may include:

1. access controls;
2. password and authentication controls;
3. encryption in transit or at rest where appropriate;
4. restricted administrative access;
5. vendor controls;
6. secure backups;
7. logging and monitoring;
8. anti-malware measures;
9. personnel confidentiality obligations;
10. incident-response procedures; and
11. periodic security review.

No method of electronic transmission or storage is completely secure. Freshloom cannot guarantee absolute security but shall take reasonable measures required by law.

16. Personal Data Breach

Where a personal data breach occurs, Freshloom shall:

1. investigate and contain the incident;
2. assess the nature and impact of the breach;
3. take remedial measures;
4. preserve necessary records;
5. notify affected Data Principals where required; and
6. notify the Data Protection Board of India or other competent authority in the form and manner required by law.

A breach notification may include the nature of the breach, likely consequences, mitigation measures and contact details for assistance.

17. Your Rights

Subject to applicable law, you may exercise the following rights.

17.1 Right to Access Information

You may request a summary of:

1. personal data being processed;
2. processing activities; and
3. persons or categories of persons with whom the data has been shared, where required by law.

17.2 Right to Correction and Updating

You may request correction of inaccurate or misleading personal data and completion or updating of incomplete data.

17.3 Right to Erasure

You may request erasure of personal data that is no longer necessary for the specified purpose, subject to legal retention obligations and lawful grounds for continued processing.

17.4 Right to Withdraw Consent

You may withdraw consent as easily as it was provided.

17.5 Right to Grievance Redressal

You may raise a grievance concerning personal-data processing with Freshloom.

17.6 Right to Nominate

Where applicable, you may nominate another person to exercise your rights in the event of death or incapacity.

17.7 Right to Complain to the Data Protection Board

After using Freshloom's grievance mechanism, you may approach the Data Protection Board of India in accordance with applicable law.

17.8 Other Rights

Freshloom shall honour any additional right applicable under data-protection law as and when it becomes enforceable.

18. How to Exercise Your Rights

A request may be submitted to:

Data Protection / Grievance Officer: To be updated
Email: To be updated
Telephone: To be updated
Postal Address: Shop No. 14, Usha Kunj, Opposite Takshila, Mahakali Caves Road, Andheri East, Mumbai, Maharashtra – 400093

The request should contain:

1. your full name;
2. registered telephone number or email;
3. Order number, where relevant;
4. the right being exercised; and
5. sufficient information to verify identity.

Freshloom may request reasonable verification before acting on a request.

Freshloom shall respond within the period prescribed by applicable law. Freshloom may decline or limit a request where permitted by law, including where it is fraudulent, technically impossible, prejudicial to another person's rights or inconsistent with a legal retention obligation.

19. Duties of Data Principals

When providing personal data or exercising rights, you should:

1. comply with applicable law;
2. not impersonate another person;
3. not suppress material information;
4. provide authentic information;
5. not raise frivolous or fraudulent grievances; and
6. furnish verifiable information where required.

20. Third-Party Websites and Services

The Platform may link to WhatsApp, payment gateways, maps, social-media websites and other third-party services.

Freshloom does not control the independent privacy practices of those third parties.

You should review the relevant third-party privacy policy before using such service.

21. Social Media

Where you interact with Freshloom through a social-media platform, both Freshloom and the platform may independently process your data.

Your use of the platform remains subject to its own terms and privacy policy.

Public comments, reviews or posts may be visible to other users.

22. Calls and WhatsApp Communications

22.1 Freshloom may use telephone calls and WhatsApp to:

1. confirm Orders;
2. coordinate pickup and delivery;
3. seek treatment approval;
4. provide status updates;
5. address complaints; and
6. send marketing communications where permitted.

22.2 WhatsApp and telecommunications providers may process metadata and message content under their own policies.

22.3 Freshloom shall not request OTPs, UPI PINs, card CVVs or banking passwords.

22.4 Customers should not transmit unnecessary identity documents or financial credentials through WhatsApp.

23. Automated Decision-Making

Freshloom does not ordinarily make decisions producing significant legal or similarly significant effects solely through automated processing.

Freshloom may use automated tools for:

1. booking allocation;
2. fraud screening;
3. routing;
4. website analytics;
5. communication scheduling; and
6. service recommendations.

Material customer claims and complaints shall ordinarily involve human review.

24. Changes to This Privacy Policy

Freshloom may update this Privacy Policy to reflect changes in law, technology, Services or business practices.

The revised Policy shall be published with an updated effective date.

Where required by law, Freshloom shall provide additional notice or obtain fresh consent for a materially new purpose.

25. Grievance and Data-Protection Contact

For questions, complaints or rights requests relating to personal data:

Grievance Officer / Contact Person: To be updated
Designation: To be updated
Email: To be updated
Telephone: To be updated
Address: Shop No. 14, Usha Kunj, Opposite Takshila, Mahakali Caves Road, Andheri East, Mumbai, Maharashtra – 400093

Freshloom shall acknowledge and resolve grievances within the timelines prescribed by applicable law.

26. Governing Law

This Privacy Policy shall be governed by the laws of India.

Any complaint or dispute relating to personal data may be raised before Freshloom, the Data Protection Board of India or any other competent authority in accordance with applicable law.

27. Contact Us

Freshloom
Shop No. 14, Usha Kunj, Opposite Takshila,
Mahakali Caves Road, Andheri East,
Mumbai, Maharashtra – 400093
Email: support@freshloom.co.in
Telephone / WhatsApp: 9297 9297 61