1. Introduction & who we are
This Privacy Policy explains how Sethu (“Sethu”, “we”, “us”, or “our”) collects, uses, stores, shares, and protects personal information when you use our ride-hailing platform in India. Sethu operates digital services that connect riders with independent partner drivers.
By creating an account, using the Sethu Rider app, the Sethu Partner (Driver) app, or visiting our website, you agree to the practices described in this Policy. If you do not agree, please do not use our services.
For questions or privacy requests, contact us at support@getsethu.com.
2. Scope
This Policy applies to:
- The Sethu Rider mobile application and related rider features;
- The Sethu Partner / Driver mobile application and related partner features;
- Our website(s), landing pages, and support channels; and
- Communications related to trips, payments, safety, and account management.
This Policy covers both riders and partner drivers. Where collection or use differs by role, we say so explicitly.
3. Information we collect
We collect information you provide, information generated through use of the services, and information from third parties where permitted by law.
3.1 Account & profile information
- Name, mobile number, email address (if provided), profile photo, and preferred language;
- Login credentials, OTP verification data, and account settings;
- Emergency contact details, if you choose to add them.
3.2 Partner / driver onboarding & KYC
If you register as a partner driver, we may collect:
- Government identity documents (for example Aadhaar, PAN, driving licence) and related verification data;
- Vehicle registration, insurance, fitness, permit, and ownership documents;
- Bank account or UPI details for payouts;
- Photographs required for verification, background checks, and safety reviews, where applicable.
3.3 Location information
- Precise or approximate location while the app is in use (and, where you allow it, in the background) to enable pickup, matching, navigation, live tracking, fare calculation, and safety features;
- For partners, location while online or on a trip to assign requests and show ETA to riders.
3.4 Trip & usage information
- Pickup and drop locations, route, distance, duration, fare, cancellations, wait time, and trip status;
- Ratings, feedback, complaints, and safety reports;
- In-app chat or call metadata related to a trip (content may be processed for safety and support where enabled).
3.5 Device & technical information
- Device model, OS version, unique device identifiers, IP address, app version, crash logs, and performance diagnostics;
- Cookies or similar technologies on our website for essential functionality and analytics where used.
3.6 Payment information
- Payment method details processed via payment partners (we do not store full card numbers on Sethu servers where the processor tokenises them);
- Transaction history, refunds, tips, incentives, and partner earnings / deductions.
3.7 Support & communications
- Messages, emails, or call recordings (where disclosed) when you contact support;
- Records of disputes, refunds, and grievance handling.
4. How we use data
We use personal information to:
- Create and manage accounts; verify identity and eligibility;
- Match riders with partners, calculate ETAs and fares, and facilitate trips;
- Process payments, refunds, tips, commissions, and partner payouts;
- Provide live tracking, safety features, and emergency support;
- Detect, prevent, and investigate fraud, abuse, and policy violations;
- Improve routing, pricing models, product quality, and customer experience;
- Send service messages (trip updates, receipts, security alerts) and, where permitted, promotional communications (you may opt out of marketing);
- Comply with law, respond to lawful requests, and enforce our Terms;
- Resolve disputes and handle grievances.
6. Retention & security
We retain personal information only as long as needed for the purposes described in this Policy, including to provide services, meet legal, tax, accounting, and dispute-resolution requirements, and maintain safety and fraud records. Retention periods may vary by data type (for example trip history, KYC records, and financial records).
We implement reasonable technical and organisational security measures, including access controls, encryption in transit where appropriate, and monitoring. No method of transmission or storage is completely secure; you are responsible for keeping your device and OTP/credentials confidential.
7. Your rights
Subject to applicable Indian law (including the Digital Personal Data Protection Act, 2023 and rules thereunder, as applicable), you may have the right to:
- Access personal data we hold about you;
- Correct inaccurate or incomplete data;
- Request erasure of personal data, subject to legal retention needs and ongoing contracts/trips;
- Withdraw consent where processing is based on consent (without affecting prior lawful processing);
- Raise a grievance regarding our handling of your personal data.
To exercise these rights, email support@getsethu.com with the subject line “Privacy Request”. We may need to verify your identity before fulfilling the request. We aim to respond within timelines required by applicable law.
8. Children’s data
Sethu services are intended for users who meet the minimum age and eligibility requirements under our Terms and applicable law. We do not knowingly collect personal data from children below the age permitted for use of the services. If you believe a child has provided us data, contact support@getsethu.com and we will take appropriate steps.
9. International transfers
Sethu primarily processes data in connection with services in India. Some vendors (for example cloud or analytics providers) may process or store data on servers outside India. Where such transfers occur, we take reasonable contractual and organisational measures consistent with applicable law.
10. Changes to this policy
We may update this Privacy Policy from time to time. The “Last updated” date at the top will change when we do. Material changes may be notified through the app, website, SMS, or email. Continued use of Sethu after an update constitutes acceptance of the revised Policy, to the extent permitted by law.
11. Contact / grievance
For privacy questions, data requests, or grievances related to this Policy:
Sethu
Email:
support@getsethu.com
If you are unsatisfied with our response, you may escalate as provided under applicable Indian data protection law.