CivilBook User App

 Privacy Policy 

 

At Civilbook, we're committed to protecting the privacy and security of our users' personal information. As per the Information Technology Act 2000, 2000 - section 43 and 2011, this Privacy Policy describes how we collect, use, and disclose your personal information when you use our User App or interact with us in other ways.

1. Collection of Personal Information

We collect personal information from our users in several ways, including:

  1. For Registration: When users register on our User App, we may ask you to provide your name, email address, phone number & other relevant information.
  2. For Service Usage: As users use our User App to search for construction-related services or communicate with our Service Providers, we may collect information about service usage, including the type of services you're interested in, the location of the services, and the duration of the services.
  3. For Communication: When you communicate with us through email, phone, or other means, we may collect your contact information and the content of your communication.
  4. Media Uploads for Work Analysis: When you upload images of work sites, or other related media, we collect that information.

2. Use of Personal Information

We use your personal information for several purposes, including:

  1. For Providing Services: We use your personal information to provide construction-related services to you through our User App and to facilitate communication between you and our Service Providers.
  2. To Improve Services: We use your service usage data to improve our User App and the services we offer to you and other users.
  3. To Facilitate Communication: We use your information to facilitate communication between you and the providers.
  4. To Provide Customer Support: To give assistance to our users and raise awareness regarding new services and features availability.
  5. For Marketing and Promotion:
    1. We may use your contact information to send marketing materials and promotional offers related to our User App and services to you.
    2. You can opt-out of these communications at any time by following the instructions provided in the communication.
  6. Location Data to Show Nearby Services:
    1. We collect location data when you use our app to search for nearby services and providers.
    2. This includes GPS coordinates and other location-based information.

3. Sharing of Personal Information

We do not share your personal information with third parties except as described in this Privacy Policy or with your consent. We may share your personal information:

  1. To Service Providers:
    1. We may share your personal information with our Service Providers for the purpose of providing construction-related services to you through our User App.
    2. We require our Service Providers to maintain the confidentiality and security of your personal information in accordance with this Privacy Policy.
  2. To Affiliates:
    1. We may share your personal information with our affiliates for the purpose of providing joint services or promotions to you.
    2. Our affiliates are required to maintain the confidentiality and security of your personal information in accordance with this Privacy Policy.
  3. For Legal Compliance:
    1. We may disclose your personal information to law enforcement agencies or regulatory bodies as required by law or court order.
    2. We will take reasonable steps to ensure that any such disclosure is necessary for legal compliance purposes only and is subject to appropriate safeguards to protect your privacy rights.
  4. Location Share to The Providers:
    1. We share your precise location with service providers to facilitate accurate service delivery and enable them to reach your location.
    2. This sharing is essential for the app's core functionality.

4. Permissions

Our User App requires the following permissions:

  1. Location permissions: To determine your current location for displaying nearby services and providers.
  2. Storage permissions: For media uploads.
  3. Phone permissions: For OTP verification and communication.
  4. Notifications permissions: For app updates, booking confirmations, and other important information.

5. Home Care (Repairs) Services 

  1. Submitting Repair Requests:
    1. When you submit a repair request through the app, we collect details about the service needed, including descriptions, photos/videos of the issue, desired repair location, and preferred timeframes.
    2. This information is essential to connect you with suitable service providers.
  2. Provider Site Visit and Negotiations:
    1. If a provider conducts a site visit, any information exchanged during this visit (e.g., additional assessment details) that is subsequently communicated through the app may be collected to facilitate the repair process.
    2. Communications related to negotiations between you and the provider regarding the scope of work and pricing are also processed to support service agreement.
  3. Submitting Quote and Payment Methods:
    1. Quote Submission: When a provider submits a quote for a repair service, the details of the quote (price, breakdown of costs, scope of work) are collected.
    2. Payment Method Selection: You select your preferred payment method:  
      1. In-app Payments (via Wallet):
        1. If you choose in-app payment, personal information related to the top-up of your CivilBook wallet via Razorpay (e.g., transaction IDs, payment gateway details) is collected and processed securely.
        2. We do not store sensitive financial information like credit card numbers directly.
        3. The amount for the service will be frozen in your wallet upon service order confirmation by the provider.
      2. Direct to Provider Payments:
        1. If you choose to pay directly to the provider, CivilBook does not collect or process any payment information. 
        2. The financial transaction occurs solely between you and the provider.
  4. Service Order Confirmation and Fund Release:
    1. Provider Service Order Confirmation: Upon the provider confirming the service order, the agreed-upon amount from your CivilBook wallet (if in-app payment is chosen) is frozen.
    2. Fund Release: After the service is completed and confirmed by both parties, the frozen amount from your wallet is released to the provider's CivilBook wallet.

 6. CivilBook Wallet Privacy Policy

At CivilBook, we are committed to protecting your privacy and ensuring the security of your personal and financial information. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use the CivilBook Wallet, including its features for topping up via Razorpay and withdrawing funds to your bank account, in compliance with Reserve Bank of India (RBI) guidelines.By using the CivilBook Wallet, you agree to the terms of this Privacy Policy. Please read it carefully.

  1. Information We Collect To provide you with the CivilBook Wallet services, we collect various types of information, including:
    1. Financial Information:
      1. Details related to your CivilBook Wallet transactions (top-ups, payments, withdrawals).
      2. Bank account details (account number, IFSC code, bank name) for withdrawal purposes.
      3. Payment instrument details (e.g., credit/debit card numbers, UPI IDs) used for topping up your wallet via Razorpay. For wallet top-ups and in-app payments, we collect financial information. This is processed by our secure third-party payment gateway, Razorpay, which is PCI DSS (Payment Card Industry Data Security Standard) compliant. We do not store your full credit card or debit card details.
    2. Transaction Data:
      1. History of all transactions made through your CivilBook Wallet, including date, time, amount, merchant details, and transaction status.
      2. Information related to failed or disputed transactions.
  2. How We Use Your Information We use your information for the following purposes, always adhering to RBI guidelines and applicable laws:
    1. To Provide and Manage Wallet Services:
      1. To create and maintain your CivilBook Wallet account.
      2. To process your top-up transactions via Razorpay securely and efficiently.
      3. To facilitate payments for goods and services from your CivilBook Wallet.
      4. To process your withdrawal requests and transfer funds to your designated bank account.
      5. To send you transaction confirmations, alerts, and service-related communications.
      6. To manage your wallet balance and transaction history.
    2. Compliance and Security:
      1. To perform KYC verification as mandated by RBI regulations to prevent fraud and money laundering.
      2. To detect, prevent, and investigate fraudulent, unauthorized, or illegal activities.
      3. To comply with legal obligations, regulatory requirements (including RBI's Prepaid Payment Instruments (PPI) guidelines, Payment and Settlement Systems Act, 2007, Prevention of Money Laundering Act, 2002), and lawful requests from government authorities to enforce our Terms of Service.
    3. Improvement and Personalization:
      1. To understand how you use the CivilBook Wallet and improve its functionality and user experience.
      2. To personalize your experience and offer relevant services or promotions.
      3. To provide efficient customer support and resolve your queries.
    4. Marketing and Communication: To send you promotional offers, updates, and information about CivilBook's products and services (you can opt-out of marketing communications).
  3. How We Share Your Information We may share your information with the following parties, only to the extent necessary and in compliance with legal and regulatory requirements:
    1. Payment Gateway Partners (e.g., Razorpay): We share necessary transaction details with Razorpay to process your wallet top-ups. Razorpay operates under its own privacy policy and is responsible for its own data handling practices, adhering to PCI DSS Level 1 compliance and RBI guidelines for payment aggregators.
    2. Banks and Financial Institutions: For processing withdrawals and facilitating fund transfers to your bank account.
    3. Regulatory and Law Enforcement Authorities: When required by law or in response to a valid legal process, such as subpoenas, court orders, or requests from the RBI, government agencies, or law enforcement.
  4. Data Security We implement robust security measures to protect your personal and financial information from unauthorized access, alteration, disclosure, or destruction. These measures include:
    1. Encryption: Using industry-standard encryption protocols (e.g., SSL/TLS) for data in transit and at rest.
    2. Access Controls: Restricting access to your information to authorized personnel only, based on a need-to-know basis.
    3. Regular Security Audits: Conducting periodic security assessments and vulnerability scans.
    4. Tokenization: For card payments, sensitive card details are tokenized, reducing the risk of data breaches.
    5. Firewalls and Intrusion Detection Systems:
      1. To protect our network infrastructure.
      2. While we strive to protect your data, no method of transmission over the internet or electronic storage is 100% secure. Therefore, we cannot guarantee absolute security.
    6. We implement reasonable security practices and procedures to protect your personal and financial information from unauthorized access, alteration, disclosure, or destruction. We adhere to the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and our security measures are designed to comply with the principles of data protection outlined in the Digital Personal Data Protection Act, 2023.
  5. Data Retention
    1. We retain your personal and financial information for as long as necessary to provide the CivilBook Wallet services, comply with our legal and regulatory obligations (especially those mandated by RBI), resolve disputes, and enforce our agreements.
    2. This includes data retention requirements under KYC, AML (Anti-Money Laundering), and other financial regulations.
  6. Your Rights Subject to applicable laws and RBI guidelines, you may have the following rights regarding your personal information:
    1. Access: Request access to the personal information we hold about you.
    2. Correction: Request correction of inaccurate or incomplete information.
    3. Deletion: Request deletion of your personal information, subject to our legal and regulatory obligations to retain certain data.
    4. Withdraw Consent: Where we rely on your consent to process your information, you have the right to withdraw that consent at any time.
    5. Grievance Redressal: If you have any concerns or complaints regarding your privacy, you can reach out to our designated Grievance Officer.Please note that exercising some of these rights may impact your ability to use certain features of the CivilBook Wallet.
  7. Refund Policy for Wallet Payments Refunds for services paid through the CivilBook Wallet are handled under specific conditions:
    1. Not Confirming User Requested Quote: If a service provider does not confirm a user's requested quote within a specified timeframe, the frozen amount in the user's wallet will be automatically unfrozen and made available for other transactions or withdrawal.
    2. User Cancellation:
      1. If a user cancels a service request after the amount has been frozen in the wallet, the refund process will depend on the cancellation policy agreed upon for that specific service.
      2. Any refundable amount will be released back to the user's CivilBook wallet.
    3. Service Not Completed: If a service is not completed by the provider as agreed upon, and this is verified by CivilBook through complaint resolution, the frozen amount will be returned to the user's CivilBook wallet.
    4. User Complaints and Issue Resolution:
      1. In cases where a user raises a complaint regarding a completed service, CivilBook will investigate the issue.
      2. If a resolution requires a partial or full refund, the corresponding amount will be processed back to the user's CivilBook wallet or a mutually agreed-upon method after the dispute is resolved.
    5. Partial Payment Settlements: For services that involve partial payments or milestones, if a partial refund is required due to unfulfilled work or agreement, the relevant portion of the frozen amount will be released back to the user's wallet.All refunds will be processed back to the user's CivilBook Wallet. Users can then choose to use these funds for future services or withdraw them to their linked bank account, subject to wallet withdrawal policies.

7. Ratings and Reviews: 

  1. You may provide ratings and reviews for the service providers after the completion of a repair service.
  2. This feedback, including comments and star ratings,is collected to improve the quality of services and for display within the app to assist other users in making informed decisions.

8. Security Measures

  1. We take reasonable measures to protect the confidentiality and security of your personal information from unauthorized access, disclosure, or misuse.
  2. These measures include encryption of sensitive data, access controls, regular security audits, and training of our employees on data protection practices.
  3. You acknowledge that any transmission of data over the internet is at your own risk and that we are not liable for any damages resulting from unauthorized access to or misuse of your personal information by third parties beyond our reasonable control.

9. Data Retention

  1. We retain your personal information for as long as necessary for the purposes described in this Privacy Policy or as required by law or court order.
  2. We will delete or anonymize your personal information upon request if it's no longer necessary for these purposes unless we are required by law or court order to retain it for a longer period of time.
  3. You acknowledge that deletion or anonymization of your personal information may result in loss of access to certain services provided by us through our User App or website.

10. User Rights

  1. You have certain rights regarding your personal information under applicable data protection laws, including the right to access, rectify, erase, restrict processing, data portability, and object to processing of your personal information as well as withdraw any consent you've given us regarding processing of your personal information (where applicable).
  2. You can exercise these rights by contacting us through the contact details provided below in Section 15 below.

11. Chat

  1. One-to-One Chat:
    1. Direct, private communication is facilitated between you and the provider, with message content (including voice messages) secured and accessible only to the participants.
    2. Chat data is stored securely to facilitate communication and resolve disputes. Blocking and reporting features are provided to handle abusive users.
    3. Data is used for the app's functionality.
  2. Support Chat:
    1. Direct communication with CivilBook is available for users to receive assistance, resolve issues, and provide feedback.
    2. User data shared during CivilBook support chats will be handled in accordance with our general privacy policy.

12. Children's Privacy

The CivilBook app is not intended for children under the age of 18. We do not knowingly collect personal information from children under this age. This is to comply with relevant child privacy laws.

13. Cookies

We use cookies to enhance user experience and improve app functionality. Users can manage their cookie preferences through the app's settings.

14. User Choice and Control

Users can manage their privacy settings within the app to control the data they share. This ensures user autonomy and data privacy.

15. Customer Advocacy

  1. Testimonials: User-submitted testimonials and reviews regarding providers and services will be publicly displayed within the application to assist all users in making informed choices.
  2. Referrals: Participation is voluntary, and referral data is handled per the general privacy policy.

16. Contact Us

If you have any questions or concerns regarding this Privacy Policy or how we handle your personal information, please contact us at support@fugenwebtech.com. We will respond promptly to all requests and inquiries related to this Privacy Policy and will make reasonable efforts to resolve any issues related to privacy concerns raised by users in a timely manner consistent with applicable law requirements.

17. Updates to the Privacy Policy

We reserve the right to update this privacy policy from time to time. We will notify users of any significant changes through in-app notifications or email.

18. Materials, Building Chemicals, and Machinery Information

Information related to transactions involving materials, building chemicals, and machinery may be collected to facilitate service provision and address potential disputes. After delivery, disputes are to be handled between the user and provider.

19. Transport Information

Information related to the transport of materials, building chemicals, and machinery may be collected to facilitate service provision and address potential disputes.

20. Compliance with Indian Laws

This privacy policy is governed by and construed in accordance with the laws of India, including but not limited to:

  1. The Information Technology Act, 2000, and its subsequent amendments, which govern data protection and privacy in electronic transactions.
  2. Section 43A of the Information Technology Act, 2000, which deals with compensation for failure to protect sensitive personal data.
  3. Article 21 of the Constitution of India, which guarantees the right to privacy.