How hailO collects, uses, and protects your personal information
Effective from 25th July 2026
S V Sanghvi Transtrade Techno Private Limited ("hailO", "the Company", "we", "our", or "us") operates the hailO platform, connecting Customers with goods-delivery, logistics and passenger ride-hailing services — including the women-only Pink Rides service — through a network of Driver Partners, District Transport Associates ("DTA") and Travel Associates ("TA"). This Privacy Policy explains what information we gather, how we use and share it, and the choices available to you. It applies to our website, our Customer and Driver Partner mobile applications (together, the "hailO Apps"), and to any offline interactions we may have with you, such as phone or email support, all of which are together referred to as the "Services".
This Privacy Policy applies to Customers, Driver Partners, District Transport Associates (DTAs), Travel Associates (TAs), visitors to our website, and any other person using or interacting with the Services.
This Policy forms part of, and should be read together with, hailO's Customer Terms and Conditions and the applicable Driver Partner, DTA and TA work agreements. By creating an account, booking a ride or delivery, or otherwise using the Services, you confirm that you have read and accepted this Policy. If any part of this Policy is unacceptable to you, please refrain from using the hailO Apps.
hailO may revise this Policy periodically to reflect changes in our practices or in applicable law. Material changes will be indicated by updating the effective date at the top of this page, and, where required, we will notify you through the hailO Apps or by email.
When you register on the hailO Apps or otherwise interact with us, we may ask for information such as your full name, email address, mobile number, residential or delivery address, PIN code, and a password or authentication credential. Driver Partners, DTAs and TAs are additionally asked to furnish KYC documents, vehicle registration and insurance papers, pollution-certification, bank account details, and any other document reasonably needed to verify eligibility and roadworthiness.
As you use the hailO Apps, our systems and those of our Service Providers automatically record certain Usage Data, including the browser or app version you use, pages or screens viewed, the source that directed you to the Apps, timestamps, crash logs and Device Identifiers. We rely on this data to keep the Apps stable, secure and responsive to how people actually use them.
Where you permit location access, we collect precise or approximate GPS coordinates from your Device and, during an active trip or delivery, from the Driver Partner's Device. Most GPS-enabled phones can pinpoint a location to within roughly 15 metres. Location data is used to match you with nearby Driver Partners, calculate fares and the per-trip recharge amount, generate accurate pickup and drop instructions, support in-trip safety features, and produce trip receipts.
Where the Services are accessed through a hailO App, we may additionally collect your device manufacturer and model, operating system and version, preferred language, and network carrier. We access only the OTP messages required to verify your mobile number or authenticate payments. We do not access, read or collect your personal SMS messages.
Depending on the features you use, the hailO Apps may request access to your Device's location, camera, photo gallery, contacts, notifications and SMS (for OTP verification only). These permissions are used solely to provide and improve the Services. You may manage or revoke these permissions at any time through your Device settings, although doing so may limit certain functionality of the Services.
Calls made to our support lines and in-app chat conversations may be recorded or logged for quality assurance, dispute resolution, fraud prevention and Driver Partner training purposes.
If you add an emergency contact within the hailO Apps, we store that person's name and phone number so that we can share your live trip status with them, including during a safety escalation. If you use a referral feature or book a trip on behalf of someone in your contacts, we collect and use the relevant contact's name and mobile number solely to complete that request or extend a referral invitation.
We may supplement the information described above with data obtained from identity-verification and background-check agencies engaged on our behalf, payment partners, and, where legally permitted, publicly available sources, in order to validate the identity and eligibility of Customers and Driver Partners.
Our website and Apps use cookies and comparable technologies (such as local storage and SDK-based identifiers) to remember your preferences, keep you signed in, measure traffic patterns, and understand which features are most used. You can control cookies through your browser or Device settings; disabling them may limit certain functionality. We do not control cookies placed independently by third parties whose content or advertisements may appear within the Services, and this Policy does not extend to those third-party cookies.
We use the information described above to:
You may opt out of promotional communications at any time, in line with the Telecom Commercial Communications Customer Preference Regulations, 2018, by using the in-app opt-out setting or by emailing help@hailo.co.in. Service-related communications necessary to deliver the Services will continue even if you opt out of marketing messages.
To fulfil a booking, we share the Customer's name, pickup/drop location and contact number with the assigned Driver Partner, and, where relevant, with the DTA or TA responsible for that Driver Partner, strictly for the purpose of completing the trip or delivery.
We engage Service Providers to host our infrastructure, process payments, perform identity and background verification, provide customer support tooling, deliver SMS/email notifications, and carry out analytics. These Service Providers may access Personal Information only to the extent needed to perform their function for us, under contractual confidentiality and data-protection obligations no less protective than this Policy.
We may engage third-party technology providers for cloud hosting, analytics, mapping, crash reporting and communication services. These providers process information only on our behalf and in accordance with applicable law and contractual confidentiality obligations.
We may disclose information to courts, regulators, law-enforcement authorities or other government agencies where required by applicable law, in response to a valid legal process, or where we believe in good faith that disclosure is necessary to protect the rights, property or safety of hailO, our users, Driver Partners, DTAs, TAs or the public, or to investigate suspected fraud or illegal activity.
If hailO is involved in a merger, acquisition, restructuring, or sale of all or substantially all of its assets, Personal Information may be transferred to the successor entity as part of that transaction, subject to that entity honouring the commitments made in this Policy.
Where you choose to participate in a co-branded offer, contest, or promotion involving a named third party, or where you elect to share ride details with a chosen contact, the relevant information will be shared with that third party in accordance with the terms disclosed to you at the time.
Payment transactions are processed between the Driver Partner and the Customer directly. hailO does not store any debit card, credit card or UPI credentials on its own systems.
We do not sell, rent or trade your Personal Information to third parties for their independent marketing purposes.
We retain Personal Information only for as long as reasonably necessary to fulfil the purposes described in this Policy, to comply with our legal, tax and accounting obligations, and to resolve disputes. Where retention is no longer necessary, we securely delete or anonymise the information, subject to any longer retention period mandated by applicable law.
You may request deletion of your hailO account by contacting us through the hailO Apps or by emailing help@hailo.co.in. Upon receiving a valid request, we will delete or anonymise your Personal Information within a reasonable period, except where retention is required by applicable law or is necessary for fraud prevention, dispute resolution, taxation, legal claims or regulatory compliance.
We maintain administrative, technical and physical safeguards designed to protect Personal Information against unauthorised access, alteration, disclosure or destruction, in line with applicable data protection laws, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and any rules, regulations or amendments made thereunder, as applicable. While we work to protect your information, no method of transmission or storage is completely secure, and you play a role too — please keep your account credentials confidential and notify us promptly of any suspected unauthorised use of your account.
Your Personal Information may be processed or stored on servers located within or outside India where permitted by applicable law. Where such transfers occur, hailO will implement reasonable safeguards to ensure that your Personal Information continues to receive an appropriate level of protection.
You may access, review or request correction of the Personal Information you have provided by writing to us at help@hailo.co.in. You may withdraw any consent previously given by contacting us in writing; please note that withdrawing consent for certain data may mean we are unable to continue providing the corresponding Service. You may also request a copy of the Personal Information we hold about you, and we will provide it within a reasonable time, subject to verification of your identity.
In line with Rule 3(1)(b) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, you agree not to upload, post, transmit or share through the hailO Apps any content that:
The hailO Apps are intended for use by individuals who are at least 18 years of age or who otherwise have the legal capacity to enter into a binding contract under Indian law. We do not knowingly collect Personal Information from children. If we become aware that we have inadvertently collected information from a minor without appropriate consent, we will take steps to delete it.
The hailO Apps or website may contain links to third-party websites or services. hailO does not control and is not responsible for the privacy practices or content of such third parties. We encourage you to review the privacy policy of any third-party website or service before providing any information to it.
This Privacy Policy shall be governed by and construed in accordance with the laws of India. Subject to applicable law, the courts at Kolhapur, Maharashtra shall have exclusive jurisdiction over any dispute arising out of or in connection with this Policy.
If any provision of this Privacy Policy is held by a court or other authority of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the provision shall be deemed severed from this Privacy Policy, and the remaining provisions shall continue in full force and effect.
In accordance with applicable data protection laws, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000, and any rules, regulations or amendments made thereunder, as applicable, the following Grievance Officer may be contacted for any concerns specifically relating to this Privacy Policy:
For any other questions, feedback or concerns about this Privacy Policy or your Personal Information, please write to us at help@hailo.co.in and our team will respond as promptly as possible.
Effective from 25th July 2026. © 2026 S V SANGHVI TRANSTRADE TECHNO PRIVATE LIMITED. All rights reserved.