Privacy Policy

This Privacy Policy explains how CTOC Foods ("Platform", "we", "us", "our") collects, uses, stores, shares and protects your personal data when you use our website, mobile applications, partner dashboards and related services.

CTOC Foods is a technology-enabled food ordering, discovery and delivery facilitation platform. By using the Platform or submitting a partner onboarding application, you agree to this Privacy Policy.

This Policy is read together with our Customer Terms & Conditions, Restaurant Terms & Conditions, Delivery Partner Terms & Conditions and Support & Grievance Redressal Policy.

Depending on how you use the Platform, we may collect:

• Identity details: name, date of birth, gender (where provided)
• Contact details: mobile number, email address, delivery or business address
• Account data: login credentials, preferences, saved addresses
• Order data: items ordered, order history, ratings, reviews and support tickets
• Payment data: transaction reference, payment status and payout details (bank account or UPI ID for partners)
• Restaurant partner data: outlet name, FSSAI licence, GST number, PAN, menu, owner and manager contacts
• Delivery partner data: Aadhaar, PAN, driving licence, vehicle registration, bank details, photograph
• Location data: device location for order tracking and rider assignment (only when permitted)
• Device and usage data: IP address, device model, operating system, app version, crash logs, pages viewed
• Communications: WhatsApp, email, chat and call records with our support team

We do not store full card numbers, CVV or UPI PINs. Card and UPI transactions are processed by RBI-regulated payment gateways.

• Directly from you, when you register, place an order or complete an onboarding wizard
• Automatically, through cookies, SDKs and server logs when you use the website or apps
• From partners and service providers, such as payment gateways, verification agencies and logistics tools
• From public or authorised registries, for FSSAI, GST or document verification

We use personal data for the following purposes:

• Creating and managing your account or partner profile
• Accepting, routing, preparing and delivering orders
• Verifying restaurant licences and delivery partner documents
• Processing payments, commissions, settlements and payouts
• Sending transactional notifications by email, SMS, WhatsApp and push
• Providing customer and partner support, and resolving grievances
• Preventing fraud, misuse, abuse and platform safety incidents
• Improving the Platform, analytics and product research
• Marketing and promotional communication where you have not opted out
• Meeting legal, tax, accounting and regulatory obligations

We process personal data based on your consent, the performance of our contract with you, our legitimate business interests and compliance with applicable law, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 with its rules.

Where processing depends on consent, you may withdraw it at any time by writing to support@ctocfoods.in. Withdrawal does not affect processing already carried out, and some services may become unavailable without the relevant data.

We share personal data only as necessary, with:

• Restaurants and food business operators, to prepare and fulfil your order
• Delivery partners, to complete pickup and delivery (limited to name, address, contact and order details)
• Payment gateways, banks and payout providers, to process transactions
• Technology and infrastructure providers, for hosting, communication, analytics and support tooling
• Verification partners, for KYC and document checks
• Law enforcement, regulators or courts, where required by law or valid legal process
• Acquirers or successors, in a merger, restructuring or transfer of business, subject to this Policy

We do not sell personal data to third parties.

We use cookies and similar technologies to keep you signed in, remember preferences, measure performance and understand how the Platform is used.

You can control or delete cookies in your browser settings. Disabling essential cookies may prevent parts of the Platform from working correctly.

We retain personal data only for as long as needed for the purposes described in this Policy, or for the period required by tax, accounting, food-safety and other applicable laws.

Onboarding applications, order records, invoices and payout records are retained for statutory record-keeping periods. Data no longer required is deleted or anonymised.

• Encryption of data in transit using HTTPS/TLS
• Access controls, role-based permissions and audit trails
• Secure storage of documents in restricted-access buckets
• Regular reviews of vendors, dependencies and access rights

No method of transmission or storage is completely secure. You are responsible for keeping your account credentials and OTPs confidential.

Subject to applicable law, you may:

• Access a summary of the personal data we hold about you
• Request correction or updating of inaccurate or incomplete data
• Request erasure of data we no longer need to retain
• Withdraw consent for optional processing, including marketing
• Nominate another person to exercise your rights in case of death or incapacity
• Raise a grievance with our Grievance Officer

To exercise any right, email support@ctocfoods.in from your registered email or contact us on WhatsApp at +91 95819 18104. We may verify your identity before acting on a request.

Transactional messages relating to your orders, applications, payouts and support tickets are part of the service and cannot be opted out of while you use the Platform.

Promotional messages can be stopped at any time by using the unsubscribe link in the email, replying STOP on WhatsApp, or writing to support@ctocfoods.in.

The Platform is not intended for children under 18. We do not knowingly collect data from children. If you believe a child has provided data, contact us and we will delete it.

The Platform may link to third-party websites or services. Their privacy practices are governed by their own policies, and we are not responsible for them.

Personal data is primarily stored and processed in India. Where a service provider processes data outside India, we require contractual safeguards consistent with applicable law.

Any privacy question, complaint or data-rights request can be sent to our Grievance Officer:

• Email: support@ctocfoods.in
• WhatsApp / Phone: +91 95819 18104
• Platform: CTOC Foods (ctocfoods.in)
• Technology Provider: NexClass Technologies Private Limited

We acknowledge privacy requests and grievances and respond within the timelines set out in our Support & Grievance Redressal Policy.

We may update this Privacy Policy from time to time. The revised version will be published on this page with a new Last Updated date, and material changes may be notified by email or in-app notice.

Continued use of the Platform after an update constitutes acceptance of the revised Policy.