Privacy Policy

This Privacy Policy explains how InstaK ("InstaK", "we", "us", "our") collects, uses, shares and protects personal information when you use our mobile apps (the customer app and the InstaK Partner app), our website and related services (together, the "Services"). By using the Services you agree to this policy.

1. Who we are

InstaK is a platform that connects customers with independent service professionals ("Partners") for home services and household help. For the purposes of applicable Indian law, InstaK is the data fiduciary for the personal information described here.

2. Information we collect

Customers

• Account details: mobile number, name and email address (if you add them).
• Address details: the service addresses you save, including landmarks and, where you allow it, map coordinates.
• Booking details: services booked, schedule, notes, price, coupons used, tips, ratings and reviews.
• Payment and wallet information: payment method chosen, wallet balance and transactions. Card and UPI details are handled by our payment partners; we do not store full card numbers.
• Device information: device type, operating system, app version and push-notification token.
• Communications: messages you send to support and notifications we send you.

Partners

• Profile and KYC: name, mobile number, city, skills and a government identity number submitted for verification.
• Bank details: bank account number and IFSC code used to pay your earnings.
• Job and earnings data: jobs accepted, completed or declined, ratings, tips, cash collected and payouts.
• Location: your device location while you are online or on a job (see Location).

Collected automatically

• Log data such as IP address, timestamps, and app errors, used to run and secure the Services.

3. How we use information

• To create and secure your account and verify your mobile number with a one-time password (OTP).
• To process bookings, assign a suitable Partner, share the details needed to complete the job, and generate the start OTP.
• To calculate prices, apply offers, handle payments, wallet credits and refunds, and pay Partners.
• To send service updates and, where permitted, notifications about your bookings and offers.
• To verify Partners, prevent fraud and misuse, and keep customers and Partners safe.
• To provide support, resolve disputes and improve the Services.
• To comply with legal obligations and enforce our Terms.

We do not sell your personal information.

4. Who we share it with

• Partners and customers: when a booking is assigned, the customer sees the Partner's name, rating and phone number, and the Partner sees the customer's name, the service address and contact number. A Partner sees only the approximate area of a job until they accept it.
• Service providers: companies that help us operate the Services, such as hosting, SMS and messaging, payment processing, maps and push notifications, and identity-verification providers. They may use the data only to provide their service to us.
• Authorities: where required by law, court order or to protect the rights, safety and property of users or InstaK.
• Business transfers: if InstaK is merged, acquired or sells assets, information may be transferred subject to this policy.

5. Location

Customers may share a service address or map location so that nearby Partners can be matched. Partners' device location is used while they are online or on a job, so that nearby requests can be shown and so that the customer can see an estimated arrival time while the Partner is on the way. Location is shared with the customer only while the job is in the "on the way" stage. You can disable location permission in your device settings, but some features may not work.

6. Security

We use reasonable security practices, including encrypted connections (HTTPS), access controls and role-based separation between customer, Partner and administrator access. We are working to additionally encrypt sensitive personal data such as identity and bank details at rest. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. Please keep your OTPs private and never share them with anyone other than your assigned Partner to start a job.

7. Retention

We keep personal information for as long as your account is active and as needed to provide the Services, resolve disputes, prevent fraud and meet legal, tax and accounting requirements. When information is no longer needed, we delete or anonymise it.

8. Your rights and choices

Subject to applicable law, including the Digital Personal Data Protection Act, 2023, you may:

• ask to access the personal information we hold about you;
• ask us to correct or update inaccurate information (you can also edit your name and addresses in the app);
• ask us to delete your account and personal information, subject to information we must retain by law;
• withdraw consent for optional processing, such as marketing notifications; and
• raise a grievance with us, as set out below.

To exercise these rights, email [email protected] from the contact details linked to your account. We may need to verify your identity first.

9. Children

The Services are intended for people aged 18 and over. We do not knowingly collect personal information from children. If you believe a child has given us information, contact us and we will delete it.

10. Website cookies

Our website is informational and uses only the cookies or similar technologies needed for it to work. If we add analytics or marketing cookies in the future, we will update this policy and, where required, ask for your consent.

11. Changes to this policy

We may update this policy from time to time. The "last updated" date above shows when it last changed. If changes are significant, we will notify you in the app or by other suitable means. Continuing to use the Services after an update means you accept the revised policy.

12. Grievance officer and contact

In accordance with the Information Technology Act, 2000 and the rules made under it, our Grievance Officer is:

We will acknowledge complaints within a reasonable time and aim to resolve them within 30 days of receipt.