Privacy Policy

This Privacy Policy ("Policy") describes how MistriLine ("MistriLine", "we", "us", or "our") collects, uses, shares, discloses, stores, retains, and protects your information when you access or use the MistriLine mobile application, website at mistriline.com, and related services (together, the "Platform" or "Service").

MistriLine is an on-demand technology platform that connects customers ("Customers") with independent skilled workers ("Mistris" or "Workers") for home, repair, and construction services. MistriLine is a booking and discovery platform and is not the provider of the underlying services; those are performed by independent Workers.

This Policy is published in accordance with the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 ("SPDI Rules"), the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, and the Digital Personal Data Protection Act, 2023 ("DPDP Act"), as applicable. Please read it together with our Terms of Service.

1. Your Consent

By creating an account, or by accessing or using the Platform, you consent to the collection, use, storage, processing, and disclosure of your information in accordance with this Policy. Where we rely on your consent (for example, for location or camera access), you may withdraw it at any time through your device settings or by contacting us; withdrawing consent may limit or disable certain features. If you provide information about another person, you confirm you have their consent to do so.

2. Information We Collect

2.1 Information you provide to us

• Account & profile data: name, mobile number, password, city/area, and — for Workers — profession/work category, years of experience, and availability.
• KYC & verification data (Workers): government identity documents such as Aadhaar and PAN, a photograph of yourself, and bank account / cancelled-cheque details, collected to verify Worker identity before they can accept jobs. Some of this is "sensitive personal data or information" under the SPDI Rules and is handled with additional care.
• Booking data: services selected, service address, preferred date and time slot, and notes you add for the Worker.
• Photos & media: profile photo, before/after work photos, and payment screenshots you choose to upload.
• Support & communications: messages, feedback, ratings, and requests you send to us or exchange through the Platform.

2.2 Information we collect automatically

• Location data: with your permission, precise or approximate device location to show nearby services, set your booking address, and match Customers with nearby Workers. Workers may share location while online/receiving jobs.
• Device & technical data: device model, operating system and version, app version, language, IP address, and general diagnostic/crash information.
• Usage data: how you interact with the Platform, such as screens viewed, features used, searches, and bookings.
• Push notification token: an identifier used to deliver booking updates, job alerts, and OTPs.

2.3 Categories at a glance

3. How We Collect It

• Directly from you when you register, complete KYC, book a service, upload media, or contact support.
• Automatically through the app and website as you use them (device, usage, and — with permission — location data).
• From trusted service providers who help us operate the Platform (for example, notification delivery and hosting).

4. How We Use Your Information

We use your information to:

• create, manage, and secure your account and enable login;
• match Customers with nearby verified Workers and enable and manage bookings;
• verify Worker identity (KYC) and maintain trust, quality, and safety on the Platform;
• send booking updates, job alerts, OTPs, service messages, and important notices;
• provide customer support and resolve disputes;
• operate, maintain, personalise, and improve the Platform;
• detect, investigate, and prevent fraud, abuse, security incidents, and violations of our terms; and
• comply with applicable laws and respond to lawful requests.

We process your data on the basis of your consent, to perform our contract with you, to comply with legal obligations, and for our legitimate interests in running a safe and reliable Platform, consistent with applicable law.

5. Device Permissions

The app may request the following permissions; you can grant or revoke them at any time in your device settings, though some features may not work without them:

• Location — to find nearby services/Workers and set your service address.
• Camera & Photos/Storage — to capture or upload KYC documents, a profile photo, and work photos.
• Microphone — only if you use voice search (optional).
• Notifications — to alert you about bookings, jobs, and OTPs.

6. How We Share & Disclose

We share information only as necessary to operate the Platform, and never sell your personal data. We may share:

• Between Customer and assigned Worker: once a booking is confirmed, we share the details needed to complete the job — e.g. the Customer's name, contact number, and service address with the assigned Worker, and the Worker's name, rating, and contact number with the Customer.
• With service providers: trusted vendors who process data on our behalf (such as cloud hosting and push-notification delivery), under obligations to protect it and use it only for the services they provide to us.
• For legal and safety reasons: where required by law, regulation, court order, or government request, or to protect the rights, property, and safety of users, the public, or MistriLine, including fraud prevention.
• Business transfers: in connection with a merger, acquisition, financing, or sale of assets, your information may be transferred, subject to this Policy.

7. Third-Party Services

We use reputable third-party tools to run the Platform, including Google Firebase Cloud Messaging (push notifications) and mapping/location services. These providers process limited data on our behalf under their own terms and privacy policies. We are not responsible for the privacy practices of third-party sites or services that we do not control.

8. Cookies & Tracking

Our website may use essential cookies and similar technologies to keep the site working, remember preferences, and understand usage. You can control cookies through your browser settings. The mobile app does not use advertising cookies.

9. Data Retention

We retain your information for as long as your account is active or as needed to provide the Service, and thereafter only as required to comply with legal, tax, accounting, or regulatory obligations, resolve disputes, prevent fraud, and enforce our agreements. When information is no longer required, we delete, de-identify, or anonymise it.

10. Data Security

We implement reasonable security practices and procedures aligned with the SPDI Rules, including access controls, encryption in transit, and restricted access to sensitive data such as KYC documents. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your login credentials confidential.

11. Your Rights

Subject to applicable law, including the DPDP Act, 2023, you have the right to:

• Access a summary of the personal data we process about you;
• Correct or update inaccurate or incomplete data;
• Erase your data where it is no longer required (see Account & Data Deletion);
• Withdraw consent previously given, at any time;
• Nominate another individual to exercise your rights in case of death or incapacity; and
• Grievance redressal — raise concerns with our Grievance Officer and, where applicable, with the Data Protection Board of India.

To exercise any right, contact us using the details below. We may need to verify your identity before acting on a request.

12. Account & Data Deletion

You can delete your account and associated personal data at any time: in the app (Profile → Delete account; Workers: Profile → Account & Security → Delete account), on our account deletion page, or by emailing support@mistriline.com from your registered mobile number/email. In-app and web deletions take effect immediately; emailed requests are completed after we verify them. We keep only information we are required to retain under applicable law (for example, anonymised transaction or tax records). Some information may remain in backups for a limited time before being overwritten.

13. Children's Privacy

The Platform is intended for users aged 18 years and above and is not directed at children. We do not knowingly collect personal data from anyone under 18. If you believe a minor has provided us data, please contact us and we will delete it.

14. Data Transfers

Your information is primarily processed and stored in India. Where any processing or storage occurs outside India through our service providers, we take steps to ensure your data receives protection consistent with this Policy and applicable law.

15. Grievance Officer

In accordance with the Information Technology Act, 2000 and the rules thereunder, the name and contact details of our Grievance Officer are provided below. You may contact the Grievance Officer for any complaint or concern regarding the processing of your personal data. We aim to acknowledge complaints within 24 hours and resolve them within the timelines prescribed by law.

Grievance Officer: Sohan Lal
MistriLine — 30, Rajnagar, Kalwar Road, Hathoj, Jaipur, Rajasthan – 302012
Email: support@mistriline.com

16. Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices or the law. We will post the revised Policy here with an updated "Last updated" date and, where appropriate, notify you in the app. Your continued use of the Platform after changes take effect constitutes acceptance of the updated Policy.

17. Governing Law

This Policy is governed by and construed in accordance with the laws of India, and the courts at Jaipur, Rajasthan, India shall have exclusive jurisdiction over any disputes arising out of or relating to it.

18. Contact Us

For any questions, requests, or complaints about this Policy or your personal data, contact:

MistriLine
30, Rajnagar, Kalwar Road, Hathoj, Jaipur, Rajasthan – 302012, India
Email: support@mistriline.com
Website: https://mistriline.com