This document is an electronic record generated by a computer system in accordance with the provisions of applicable law and does not require any physical or digital signatures. Please read this Privacy Policy carefully as it affects your rights and obligations under applicable law.

Twor India (referred to herein as “Twor India”, “we”, “us”, or “our”) is strongly committed to protecting the privacy and personal data of every user of the Mahaurban Super-App. This Privacy Policy explains how we collect, use, process, share, store, and protect information when you use any of our platforms, websites, or mobile applications — including mahaurban.com, mahaurban.in, and all verticals within the Mahaurban Super-App ecosystem (collectively, the “Platform”).

This Privacy Policy constitutes a legal agreement between you (“User”, “you”, or “your”) and Twor India. By accessing or using the Platform, you acknowledge that you have read, understood, and agreed to the terms of this Privacy Policy. If you do not agree, you must immediately stop using the Platform.

This Policy applies to all verticals of the Mahaurban Super-App including: Sooth (Society Management), Mahaurban Marketplace, Food Delivery, Grocery, Home Services, Taxi & Cab, Auto Care, Furnishing & Fashion, Parcel & Package Delivery, Contract Enquiry, and InkaBook Social Network.

1. Introduction and Applicability

1.1 Twor India is committed to respecting your online privacy and recognises the need for appropriate protection and management of any personal information collected through the Platform. This Privacy Policy defines our procedure for the collection, usage, processing, disclosure, storage, and protection of all information obtained through the Platform.

1.2 This Policy applies to all users of the Platform, including residents, society members, society administrators, guards, vendors, delivery partners, marketplace customers, and any other person who accesses or registers on any part of the Platform.

1.3 You must be at least 18 years of age to use the Platform as a registered account holder. By using the Platform, you represent that you meet this requirement.

2. Disclaimer

2.1 Any information (as defined in Section 4 below) procured by us shall be:

processed fairly and lawfully solely for the purpose of rendering the Services as described in our Terms and Conditions;
obtained only for specified, lawful purposes and not used in any manner contrary to applicable law or policy;
adequate, relevant, and not excessive in relation to the purpose for which it is required;
accessible to the User for review and correction from time to time;
not retained for longer than necessary for the purpose for which it was collected, or as required by applicable law.

2.2 By using the Platform, you explicitly accept, without limitation or qualification, the collection, use, and transfer of your data in the manner described in this Privacy Policy.

3. User Consent

3.1 By providing information to Twor India through the Platform, you provide your consent and authorise Twor India to collect, use, and disclose such information for business and operational purposes as stated in this Privacy Policy, the Terms and Conditions, and as permitted or required by applicable law. You also understand and consent that your information may be shared with:

third-party service providers or Vendors for the purpose of delivering services through the Platform;
logistics and delivery partners (including Shiprocket) for order fulfilment and shipment tracking;
payment processors for secure transaction processing;
customer support, data analysis, and IT service providers who assist us in operating the Platform;
any jointly developed or marketed services that enhance Platform functionality.

3.2 This Privacy Policy shall be enforceable as any other written agreement. By visiting or using the Platform and voluntarily providing information, you consent to Twor India’s use of your information in accordance with this Privacy Policy. If you do not agree, you may withdraw your consent at any time or choose not to provide personal information. In such circumstances, Twor India may be unable to render certain Services.

3.3 To withdraw consent or raise privacy-related concerns, please write to us at: legal@tworindia.com. Your request will be processed in accordance with our Data Processing Agreement, which is available on the Platform.

4. Types of Information We Collect

We collect several categories of information to enable the full functionality of the Platform:

4.1 Personal Data

“Personal Data” means any information that relates to a natural person through which an individual is identified or identifiable. This includes:

full name, mobile number, email address, gender, and date of birth;
residential address, flat/unit number, society name, and pincode;
household member details (name, age, gender, relationship, mobile number);
profile photograph and government-issued identification documents (where required for verification);
payment information including card details (processed and stored by PCI-DSS compliant third-party payment gateways — Twor India does not store full card details);
tenant, owner, and occupant information as provided during society registration on Sooth.

4.2 Technical Information

“Technical Information” means information gathered automatically through technologies such as cookies, web beacons, SDKs, or similar tracking mechanisms. This includes:

Internet Protocol (IP) address and device identifier;
device type, operating system, and browser type and version;
Internet service provider (ISP) and network connection type;
referring and exit URLs, clickstream data, and session duration;
app version, crash reports, and performance metrics;
push notification tokens for delivery of order updates, visitor alerts, and society notices.

4.3 Locational Information

“Locational Information” means information that identifies or approximates your geographic location, including:

precise GPS location (with your permission) for delivery address auto-detection, taxi booking, society services proximity, and location-based features;
approximate location derived from IP address for region-specific service filtering;
delivery addresses you save to your account for marketplace orders.

4.4 Non-Personal Information

“Non-Personal Information” means information that does not directly identify you, such as aggregated usage statistics, browser configuration data, click patterns, demographic trends, and anonymised behavioural data used to improve Platform performance and user experience.

4.5 User-Generated Content and Communications

We collect information you actively submit through the Platform, including:

community posts, comments, and images shared on the Sooth society board;
reviews and ratings submitted for Vendors, restaurants, or service providers;
chat messages exchanged between residents, admins, vendors, and support staff;
voice recordings or audio files submitted for the AI voice-to-text transcription feature or incident reporting;
visitor photographs and entry/exit logs captured by society guards through the visitor management system;
service requests, complaints, and enquiries submitted via in-app support or the Mahaurban CRM.

4.6 Mobile Device Permissions Data

When you grant the Mahaurban mobile application the following permissions, we collect associated data solely for the stated feature functionality:

Camera / Gallery: profile photo upload, document capture, community image posting;
Contacts: identifying Platform-registered users for the chat contact picker feature;
SMS: OTP auto-fill during login and account verification;
Microphone: AI voice-to-text transcription in the chat feature;
Notifications: delivering order updates, visitor alerts, bill reminders, and society announcements.

Collectively, all categories of information above are referred to as “Information” throughout this Privacy Policy.

5. Purpose of Collection and Use of Information

5.1 Twor India uses the Information collected to maximise the value and functionality of the Platform for Users. Specific purposes include:

rendering Services as described in our Terms and Conditions, including order processing, delivery, ride bookings, society management, and billing;
verifying your identity during registration and subsequent logins via OTP or other authentication mechanisms;
processing and managing payments, refunds, and wallet transactions;
enabling real-time communication between residents, admins, guards, and vendors through in-app chat and notifications;
managing visitor entry and exit at registered societies through the Sooth Guard Dashboard;
delivering AI-assisted features including smart reply suggestions, message translation, voice-to-text transcription, conversation summarisation, and semantic search — outputs are generated automatically and Twor India does not guarantee their accuracy;
sending transactional communications including order confirmations, delivery updates, OTPs, bill reminders, and society notices;
resolving complaints, disputes, and support queries;
detecting, investigating, and preventing fraudulent, abusive, or illegal activity;
improving Platform functionality, user experience, and feature development;
complying with applicable laws, regulations, and legal obligations;
sending promotional communications about Mahaurban products and services (with the ability to opt out at any time).

5.2 Business and Research Purposes: Aggregated and anonymised information may be used for business analytics, market research, platform improvement, and development of new features. This information does not personally identify any individual.

5.3 Gatekeeper / Visitor Management: The visitor management feature provides society guards and admins the ability to upload or delete visitor images and capture voice or audio recordings for incident reporting. Such data is treated as sensitive and access is restricted to authorised personnel only.

6. Disclosure and Sharing of Information

6.1 Twor India does not rent, sell, or trade your personal information. We share information only in the following circumstances and for the purposes described below:

(a) Service Delivery

We share information with third-party Vendors, logistics partners (including Shiprocket), payment processors, and technology service providers to the extent necessary to deliver the Services you have requested. These parties are contractually bound to use your information only for the stated purpose and maintain appropriate security standards.

(b) Legal Compliance

We may disclose your information when required to do so by applicable law, court order, or government request, including:

to comply with legal processes or applicable law, including laws outside your country of residence;
to respond to requests from public or government authorities;
to protect the rights, privacy, safety, or property of Twor India, its affiliates, Users, or the public;
to prevent or investigate fraud, security breaches, or illegal activity in connection with the Platform;
to protect against legal liability.

(c) Corporate Transactions

In the event of a merger, acquisition, asset sale, or restructuring of Twor India, your information may be transferred to the acquiring entity. We will notify you in advance of any such transfer and the privacy terms applicable to your information thereafter.

(d) Internal Personnel

Twor India maintains strict confidentiality policies regarding access to user information by employees, contractors, and agents. Access is granted only on a need-to-know basis. Any breach of confidentiality by personnel is dealt with seriously.

(e) With Your Consent

We may share information with additional third parties where you have provided specific prior written consent.

6.2 Twor India does not share your information with any third party beyond those described in this Section unless your prior written consent is obtained.

7. Transfer of Information

7.1 Your information may be transferred to and processed on servers or databases located outside your state, province, or country. Data protection laws in those jurisdictions may differ from those applicable in your location.

7.2 By using the Platform and submitting information to us, you consent to the international transfer of your data as described in this Privacy Policy.

7.3 Twor India will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy. No transfer of your personal data will take place to an organisation or country unless adequate data protection controls are in place.

7.4 If you require further clarification on international data transfers, please contact us at legal@tworindia.com.

8. Your Rights as a User

Subject to applicable law, you retain the following rights in relation to your personal data:

Access and Review: request access to and a copy of the personal data we hold about you;
Correction: request correction of inaccurate, incomplete, or outdated personal data;
Erasure: request deletion of your personal data from the Platform, subject to any legal or operational retention obligations;
Data Portability: request your personal data in a structured, machine-readable format;
Restriction: object to or request restriction of specific types of processing you are not comfortable with;
Withdrawal of Consent: withdraw consent to marketing communications or non-essential data processing at any time;
Complaint: lodge a complaint with the applicable data protection authority if you believe your rights have been violated.

To exercise any of the above rights, please contact us at legal@tworindia.com. We will respond to all requests within a reasonable timeframe in accordance with applicable law.

9. Cookies and Tracking Technologies

9.1 The Platform may use cookies, web beacons, pixel tags, SDKs, and similar tracking technologies to enhance your experience and gather Technical Information. Cookies are small text files stored on your device that help us:

remember your login session and preferences;
analyse web traffic and usage patterns;
customise the Platform to your preferences;
deliver relevant promotional content and offers.

9.2 Cookies do not give Twor India access to your device or any information beyond what is stored in the cookie. You may configure your browser to decline cookies, but certain features of the Platform may not function correctly as a result.

9.3 Analytics Cookies: We use analytics cookies to understand how Users interact with the Platform, including features used, pages visited, and session duration. This data is used in aggregate and anonymised form to improve the Platform.

9.4 You may opt in or out of analytics cookies through the cookie preferences settings on the Platform website.

10. Third-Party Services and Applications

10.1 The Platform integrates with third-party services including payment gateways, logistics providers (Shiprocket), mapping services (Google Maps), SMS providers, Firebase (push notifications and analytics), and social network platforms. Each of these third parties maintains their own privacy policies, which govern their collection and use of data.

10.2 Twor India strongly advises you to review the privacy policies of any third-party application or service you access through or in connection with the Platform. Twor India has no control over and assumes no responsibility for the privacy practices or content of third-party services.

10.3 The Platform may send you promotional information about third-party products or services that we believe may be of interest to you. We are not responsible for any disclosure of information arising from unauthorised third-party access or acts beyond our reasonable control. You agree not to hold Twor India responsible for any security breach unless directly caused by Twor India’s negligence or wilful misconduct.

10.4 InkaBook Social Network: Access to InkaBook is provided through Single Sign-On (SSO) linked to your Mahaurban account. InkaBook operates as a separate social platform and its content and interactions are subject to InkaBook’s own community guidelines. Twor India facilitates the authentication connection only.

11. Society Management Data (Sooth) — Special Provisions

11.1 Visitor Data: Visitor information collected through the Sooth visitor management system (names, vehicle numbers, photographs, entry/exit times) is treated as sensitive operational data. It is accessible only to authorised society guards and admins and must not be exported, shared, or used for any purpose beyond security and access management at the registered society.

11.2 Resident Data: Your flat number, contact details, household composition, and payment records within Sooth are visible to your Society Admin and authorised staff only. Resident data is not shared with other residents or external parties without your consent.

11.3 Society Admin Data Access: Society Admins, as designated administrators of their Multi Dwelling Unit (MDU), have elevated access to resident and operational data for the purpose of managing their society. Twor India is not responsible for the data practices of individual Society Admins. Admin data access is governed by the subscription agreement between the society and Twor India.

11.4 Guard Access: Guards are provided limited platform access for visitor logging purposes. Their use of data is restricted to their designated security function.

11.5 Community Content: Posts, images, and messages shared on the Sooth community board are visible to other members of your registered society. Do not share sensitive personal or financial information through the community board.

12. Children’s Privacy

12.1 The Platform is not intended for use by children under the age of 13. Twor India does not knowingly collect personal data from children under 13 without verified parental or guardian consent.

12.2 If Twor India becomes aware that it has inadvertently collected personal data from a child under 13, we will take immediate steps to delete that information from our systems. If you believe a child under 13 has provided us with personal data without appropriate consent, please contact us at legal@tworindia.com.

13. Retention of Information

13.1 We retain your information for as long as your account is active and as long as necessary to provide you with Services. We will delete or anonymise your information upon a valid account deletion request, subject to the exceptions below.

13.2 Twor India may retain your information beyond account deletion in the following circumstances:

if there is an unresolved dispute, complaint, or legal claim relating to your account;
if retention is required by applicable law, regulatory obligation, or court order;
in anonymised or aggregated form for analytical and research purposes where you cannot be personally identified;
for legitimate business interests such as fraud prevention, security improvement, and financial record-keeping.

13.3 Information stored on third-party cloud infrastructure may be retained in locations outside Twor India’s direct control. While we take commercially reasonable steps to ensure data persistence and security, Twor India is not liable for data loss caused by third-party infrastructure failures beyond our reasonable control.

14. Data Security

14.1 Twor India implements appropriate physical, technical, and organisational safeguards consistent with industry standards to protect your information against unauthorised access, alteration, disclosure, or destruction. These include:

secure HTTPS encryption for all data transmitted between your device and our servers;
PCI-DSS compliant third-party payment gateways for all financial transactions;
role-based access controls limiting internal access to personal data on a need-to-know basis;
regular security reviews, penetration testing, and vulnerability assessments;
OTP-based multi-factor authentication for account access.

14.2 Despite our efforts, no security system is impenetrable and no transmission over the internet can be guaranteed as completely secure. You accept the inherent security implications of transmitting data over the internet and use the Platform at your own risk. If you have concerns about a specific security issue, please contact us immediately at legal@tworindia.com.

14.3 In the event of a data breach that may affect your rights or freedoms, we will notify you in accordance with applicable law and take appropriate remedial action without undue delay.

15. AI-Powered Features and Data Processing

15.1 The Platform includes AI-assisted features such as smart reply suggestions, message translation, voice-to-text transcription, conversation summarisation, and semantic search. These features may involve the processing of your chat messages, voice recordings, and other content by AI models operating on Twor India’s backend infrastructure.

15.2 AI processing is conducted solely to generate the requested feature output (e.g., translation, transcription, reply suggestions). AI-generated outputs are not reviewed by Twor India staff in real time and are not used to train or fine-tune AI models without your explicit consent.

15.3 You are solely responsible for any action taken based on AI-generated outputs. Twor India does not guarantee the accuracy, completeness, or appropriateness of any AI-generated content.

16. Marketing and Promotional Communications

16.1 With your consent, Twor India may contact you by email, SMS, push notification, or phone call to share information about our products, services, offers, and features that may be of interest to you.

16.2 You may opt out of promotional communications at any time by:

following the unsubscribe link in any promotional email;
adjusting notification preferences in the Mahaurban mobile app settings;
contacting us at legal@tworindia.com with a request to be removed from marketing lists.

16.3 Opting out of promotional communications will not affect transactional notifications necessary for the operation of your account (e.g., OTPs, order confirmations, bill alerts).

17. Changes and Updates to this Privacy Policy

17.1 Twor India may modify or revise this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When material changes are made, we will:

post the revised Privacy Policy on the Platform with an updated effective date;
notify you via in-app notification or email at the address associated with your account.

17.2 We encourage you to review this Privacy Policy periodically. Your continued use of the Platform after the effective date of any update constitutes your acceptance of the revised Privacy Policy.

17.3 The current version of this Privacy Policy is always available at mahaurban.com/privacy and mahaurban.in/privacy.

18. Miscellaneous

18.1 Severability: If any provision of this Privacy Policy is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

18.2 Non-Waiver: Twor India’s failure to enforce any right or provision of this Privacy Policy shall not constitute a waiver of that right or provision.

18.3 Scope: This Privacy Policy applies only to information collected by Twor India through the Platform. It does not apply to unsolicited information provided by you through other means. Unsolicited information is deemed non-confidential and may be used by Twor India without restriction.

18.4 Governing Law: This Privacy Policy is governed by the laws of India. Disputes arising from or relating to this Policy shall be subject to the jurisdiction of the courts of Bangalore, Karnataka, India, or resolved through arbitration as described in our Terms and Conditions.

19. Contact and Grievance Redressal

For any questions, concerns, requests to exercise your rights, or complaints regarding this Privacy Policy or our data practices, please contact our Privacy and Legal team at:

Twor India — Privacy Office

Email: legal@tworindia.com

Customer Support: support@mahaurban.com

Society Support: support@mahaurban.in

Website: www.mahaurban.com | www.mahaurban.in

We will acknowledge all privacy requests within 3 business days and aim to resolve them within 30 days, or such shorter period as required by applicable law.

20. User Acceptance of this Privacy Policy

By using or visiting the Platform, you signify your agreement to and acceptance of this Privacy Policy. If you do not agree to any of the terms described herein, you are advised to immediately stop using the Platform and its Services.

Your continued use of the Platform following any update to this Privacy Policy constitutes your binding acceptance of the updated terms.

By using the Mahaurban Platform, you acknowledge that you have read, understood, and agreed to this Privacy Policy.

mahaurban.com | mahaurban.in