Donekar Privacy Policy

Last Updated: 2026-06-16

This Privacy Policy (“Privacy Policy”) sets out the privacy practices of Svaarsh Ventures Private Limited (“Donekar”, “Company”, “we”, “us”, or “our”) with respect to the Donekar customer application, the Donekar service expert application, related websites, connected communication channels, and related services (collectively, the “Platform”).

This Privacy Policy explains the manner in which personal information and other information is collected, received, stored, processed, disclosed, transferred, handled, or otherwise dealt with by us across both apps.

This document is intended to cover both:

the customer-facing Donekar app used by customers to discover and communicate with service experts; and
the Donekar service expert app used by experts to create profiles, complete onboarding and KYC, manage bookings, and access expert-side functionality.

This Privacy Policy is published in accordance with applicable law, including the Information Technology Act, 2000, the rules made thereunder, including the SPDI Rules, 2011, and other applicable data-protection requirements to the extent applicable.

By accessing or using either app or otherwise providing information to us, you agree to the terms of this Privacy Policy and to the collection, use, storage, processing, and disclosure of your information in the manner described here. If you do not agree to this Privacy Policy, please do not use the Platform.

All capitalized terms used in this Privacy Policy and not specifically defined herein shall have the meaning ascribed to them in the applicable customer terms, expert terms, or other platform policies.

1. Scope and Roles

This Privacy Policy applies to:

visitors to our website or legal pages;
customers using the Donekar customer app;
service experts or prospective service experts using the Donekar service expert app; and
persons who communicate with us in relation to either app.

Depending on the feature, your role may affect the information we collect and how we use it. For example, customers and service experts interact with different app flows and may provide different categories of information.

2. Information We Collect

We may collect and process information from you through your use of the Platform, information you provide directly to us, information obtained through app permissions you authorize, and information generated through your interactions with the Platform or other users.

2.1 Information provided directly by you

We may collect:

your name, display name, first name, phone number, email address, and authentication-related details;
information you provide when registering, signing in, verifying your account, completing profile details, contacting support, or communicating with us;
profile details, including description, profile image, selected skills, ratings-related information, and other profile content;
task details, messages, booking-related content, reviews, ratings, reports, and uploaded images;
saved address information and address labels that you choose to store; and
payment-related or plan-related information you provide in connection with expert-side platform subscriptions, if applicable.

2.2 Customer-app information

The customer app may collect and process:

phone-number sign-in details and OTP-based authentication information;
Google sign-in account information where you use Google sign-in;
your chosen display name;
saved addresses, including labels, flat/apartment notes, and geographic coordinates;
service-location details selected for a booking, including address notes and destination coordinates that may be shared with the assigned expert where needed to perform the booking;
customer-side chat messages and room membership data;
task offer descriptions, optional attached images, booking slot information, and related metadata;
live expert-location information shown to you for an accepted booking when the assigned expert starts trip tracking;
reviews, ratings, and customer-submitted reports;
microphone-related access for in-app voice calling where you use that feature; and
notification permission and messaging-related information for alerts and calling flows.

2.3 Service-expert app information

The service expert app may collect and process:

phone-number sign-in details and Google sign-in details where applicable;
expert profile information such as display name, profile photo, skills, description, and location;
saved addresses and service-area related address details;
location information, including precise coordinates used to set or save expert-side address or profile location information;
precise live location information during accepted booking trips when you choose to start tracking, including latitude, longitude, accuracy, heading, speed, timestamps, trip-tracking status, and reached-at information;
customer destination address and coordinates for accepted bookings, where address sharing is enabled for the booking and needed for navigation or service performance;
expert-side chat and booking information;
expert-side review and reporting information;
subscription or plan information associated with expert-side platform access;
payment-session related information submitted for expert-side subscription checkout flows;
microphone-related access for in-app voice calling where you use that feature; and
Aadhaar KYC information and verification-related details, as described below.

2.4 KYC and identity verification information

If you use the Donekar service expert app and are required to complete onboarding or compliance checks, we may collect and process KYC-related information, including:

Aadhaar number submitted by you for the KYC initiation process;
OTP details entered during verification;
KYC reference identifiers;
verification result information returned through the KYC process, such as verified name, date-of-birth-related data, verification status, and related raw response data; and
KYC status stored in our backend for onboarding and compliance purposes.

We expect such information to be used only for lawful onboarding, identity verification, fraud prevention, and compliance-related purposes.

We may collect non-personal or technical information automatically, including:

IP address;
device type, operating system, model, browser or app environment;
app usage patterns, pages or screens viewed, interactions, error events, and timestamps;
push-notification related information;
push tokens, presence or availability indicators, read/unread message state, and similar service-status metadata;
approximate or derived technical location information where required for service functionality or analytics; and
information from cookies, local storage, or similar technologies where applicable on web properties.

2.6 User Content and communications

We may collect and process User Content and communication-related data, including:

chat messages;
uploaded images;
task descriptions;
report content;
reviews and ratings;
profile content;
feedback, complaint, and support communications; and
call-related signaling or metadata required to deliver or support calling features.

This may include communications with us and, where permitted by law and consistent with our policies, communications processed for safety, moderation, technical support, or legal-compliance purposes.

2.7 Booking location and live tracking information

For accepted bookings, the Platform may support location-based booking features. Depending on the booking status, app version, permissions, and user actions:

customers may provide or select a service address, address note, and destination coordinates for the booking;
an assigned expert may receive the customer service address or map coordinates where needed to navigate to or perform the accepted booking;
an expert may be asked to start live trip tracking before viewing the full address or while travelling to the customer location;
when an expert starts tracking, the expert’s precise device location and movement metadata may be transmitted to our backend and displayed to the customer for that booking;
live tracking may be used to show route, estimated arrival time, location freshness, and arrival status;
tracking may stop when the expert marks the booking as reached, when the booking status changes, when the app or operating system stops location updates, or when the feature is otherwise unavailable; and
tracking status, start/reached timestamps, task identifiers, booking identifiers, and related metadata may remain associated with the booking record for safety, moderation, dispute-resolution, fraud-prevention, and audit purposes.

Live tracking is intended only for coordinating an accepted booking. It is not a guarantee of safety, identity, arrival, route accuracy, or service completion.

3. Permissions and Feature Access

Depending on the app version and the features you use, the Platform may request permission to access certain device capabilities.

Notifications

Both apps may request permission to send notifications for bookings, chats, account updates, safety notices, and voice-calling alerts.

Microphone

Both apps may request microphone access for in-app VoIP or voice-calling functionality.

Location

The service expert app may use location services for expert profile, service-area, address, navigation, and booking-trip tracking flows. On supported platforms, the expert app may request foreground location access and may declare or request background location access so trip location can continue updating during an active booking tracking session. The customer app may store user-selected address coordinates and use address or place flows, and may display the assigned expert’s live trip location after the expert starts tracking for an accepted booking.

You can control location permissions through your device settings. If an expert disables location permission or location services, live tracking, address reveal, navigation, arrival confirmation, or booking coordination features may not work. If a customer does not provide an accurate service address, the expert may be unable to locate or complete the booking.

Camera and images

The Platform may include image upload features and declared camera-related permissions in some app manifests or platform configuration. Depending on the app version and feature path, we may request or use access to camera and/or photo library or media storage so you can upload images for profiles, reports, or task-related content.

If you deny a permission, certain Platform features may be unavailable or may not function properly.

4. How We Use Information

The primary goal of collecting and processing information is to operate, secure, improve, and administer the Platform.

We may use your information to:

create, authenticate, and manage accounts;
enable customers and experts to find each other and use platform features;
support bookings, task offers, schedule changes, chats, calls, saved addresses, live tracking, navigation, arrival confirmation, and related workflows;
operate expert onboarding, KYC, moderation, and compliance processes;
process expert-side subscription or plan-related workflows;
facilitate customer support and respond to complaints, disputes, or reports;
investigate fraud, abuse, illegal activity, safety concerns, or policy violations;
verify booking status, reduce fake bookings or fake arrivals, support dispute resolution, and enforce tracking, address-sharing, and booking rules;
operate, analyse, debug, and improve the Platform;
send service-related communications, alerts, updates, and security notices; and
comply with applicable law, legal process, regulatory requirements, or enforcement requests.

We may share your information with:

our affiliates, employees, personnel, consultants, and contractors on a need-to-know basis;
third-party vendors who help us provide authentication, hosting, cloud storage, databases, messaging, search, calling, maps, analytics, payments, or KYC-related services;
other users to the extent necessary for the Platform to function, such as displaying names, profile photos, service-expert information, task details, ratings, booking-related details, assigned customer destination details, or assigned expert live trip location;
regulators, law enforcement agencies, courts, tax authorities, or other responsible authorities where required by law or where reasonably necessary for fraud prevention, safety, or enforcement;
a successor entity, buyer, investor, or affiliate in connection with a merger, acquisition, restructuring, financing, or asset transfer, subject to applicable law.

Third-party service categories used by one or both apps may include:

Firebase services such as Authentication, Firestore, Realtime Database, Cloud Functions, Cloud Storage, App Check, and Messaging;
Google Sign-In;
Google Maps and Google Places-related services;
Google Maps, Google Places, route, map-display, or external navigation services where you choose or use map and navigation features;
Algolia;
Stream Video and related push/call tooling;
payment processors or payment-session tools used for expert-side plan checkout flows; and
KYC-related vendors used to initiate and verify Aadhaar-related onboarding.

We do not intend to sell expert live-location traces or customer booking-address details. Location data may still be disclosed as described in this Policy, including to operate booking features, to vendors acting on our behalf, to the other party assigned to the booking, or where required for safety, enforcement, legal compliance, or a business transfer subject to applicable law.

We may access, use, preserve, and disclose information where we reasonably determine such action is necessary to:

detect, prevent, investigate, or address fraud, abuse, security, or technical issues;
protect the safety, rights, property, or security of Donekar, our users, or the public;
prevent or stop activity that we believe to be unlawful, unethical, dangerous, or legally actionable; or
comply with applicable law, regulation, court order, legal process, or lawful government request.

Where we believe that prohibited, unlawful, unsafe, or exploitative conduct has occurred, relevant details may be shared with responsible authorities.

7. Retention of Information

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

provide the Platform and Services;
maintain user accounts and platform records;
enforce our Terms and policies;
comply with legal, tax, fraud-prevention, audit, and safety obligations; and
resolve disputes and support investigations.

Different categories of information may be retained for different periods depending on their purpose, legal sensitivity, and operational necessity.

Live location updates may be stored in live-tracking systems for the active booking experience and may be replaced by newer updates. Booking-level tracking status, timestamps, route or ETA metadata, address-sharing status, and related records may be retained with the booking for the purposes described above.

8. Account Deletion and Data Deletion

You may request deletion of your account through the app, where available, and through any additional web or support mechanism we publish.

When we honour a deletion request, we delete or de-identify personal information associated with your account from active systems, except where we are required or permitted to retain certain records for legal, tax, safety, fraud-prevention, dispute-resolution, audit, payment, or regulatory purposes.

After we verify your identity, we aim to acknowledge deletion requests within 7 days and normally complete eligible deletion within 30 days. If a request is unusually complex or a longer retention period is legally required, we will let you know where practical.

The public deletion route and support contact for deletion requests should be published at:

In-app account deletion path: Settings -> Account -> Delete Account
Web deletion or privacy choices URL: https://donekar.com/delete-account
Support email: support@donekar.com

9. Security

We take reasonable administrative, technical, and organizational measures designed to protect your information against unauthorized access, loss, misuse, alteration, or disclosure.

However, no method of transmission over the internet or method of electronic storage is completely secure, and we cannot guarantee absolute security.

10. Third-Party Links and Services

The Platform may contain links to third-party websites, payment pages, embedded content, or integrated services. Once you leave our Platform or interact directly with a third party, your information may be governed by that third party’s own terms and privacy practices. We are not responsible for the privacy practices of third-party services except to the extent applicable law provides otherwise.

11. Children

The Platform is not intended for children under 18 years of age. We do not knowingly permit children to create accounts or use core Platform services. If you believe a child has provided us information in violation of this Policy, contact us so appropriate action can be taken.

12. Your Choices and Rights

Subject to applicable law, you may have rights to:

access personal information we hold about you;
request correction of inaccurate information;
request deletion of your account or data;
withdraw consent where processing is based on consent; and
contact us with privacy-related concerns or complaints.

Some rights may be limited where retention or continued processing is required for legal, safety, regulatory, tax, fraud-prevention, or dispute-resolution purposes.

You may also manage app permissions, including location, microphone, camera, photos, and notifications, through your device settings. Disabling permissions may limit features that depend on those permissions.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our practices, or our Services. Any revised version will become effective when posted unless otherwise stated. Your continued use of the Platform after such update constitutes acceptance of the revised Privacy Policy.

14. Contact Details

If you have any questions, requests, or grievances regarding this Privacy Policy or the handling of personal information, please contact:

Svaarsh Ventures Private Limited
Email: support@donekar.com
Registered Office: A-6 (U) 401, AFNHB Phase-3, Plot-22, Sector-20, Kharghar, Navi Mumbai – 410210.
Grievance Officer: Akshay Raut
Grievance Officer Contact: support@donekar.com