Privacy
Policy

We collect basic personal details that help us create and manage your account:

• Full name
• Mobile phone number
• Email address
• Profile photograph (optional)

For restaurant partners, we also collect business name, FSSAI licence number, and authorised contact person details. For delivery partners, we collect government-issued ID proof and vehicle information for onboarding and compliance purposes.

Location data is central to how EATRIX works. Here is exactly how we use it:

• Customers: We collect your delivery address and, if you permit, real-time device location to suggest nearby restaurants and provide accurate delivery tracking.
• Delivery partners: We collect live GPS location while a delivery is active. This data is used solely to match assignments, update customers on delivery progress, and calculate route efficiency.
• Restaurants: We use the registered address to show your listing to nearby customers.

You can disable location permissions on your device at any time, though some features may not function without it.

To process and record orders, we collect:

• Order items, quantities, and special instructions
• Order timestamps and delivery address
• Order status updates and delivery confirmation
• Payment method type (such as UPI, card, wallet). We do not store full card numbers or CVV codes.
• Partial transaction references, such as the last 4 digits of a card or UPI handle, for order history and refund purposes

To improve our platform and diagnose technical issues, we automatically collect:

• Device type, operating system, and app version
• IP address and network type
• App usage patterns such as screens visited, time spent, and features used
• Crash reports and error logs

This technical data does not directly identify you and is used in aggregated, anonymised form for platform analytics.

• Accept, confirm, and communicate your orders
• Transmit order details to the relevant restaurant
• Assign a delivery partner to your order
• Send real-time notifications about order status
• Generate digital receipts and invoices

• Provide a live map showing your order's progress
• Estimate accurate delivery times
• Optimise delivery routes to reduce wait times
• Confirm successful delivery at your address

• Identify your account and the relevant order quickly
• Investigate and resolve complaints, disputes, and refund requests
• Maintain records of resolutions for quality improvement

• Detect and prevent fraudulent orders, fake accounts, or payment abuse
• Protect delivery partners from unsafe delivery locations
• Flag suspicious activity on restaurant partner accounts

Our fraud detection systems use automated logic with human review for enforcement actions.

• Identify and fix bugs or crashes
• Improve the speed and reliability of the app
• Understand which features are most valuable to users
• Plan new features and improvements

Where we conduct A/B testing or feature experiments, we do so with anonymised user cohorts and never use it to discriminate between users in pricing or service quality.

When you place an order, EATRIX uses your order details, delivery address, and location data to calculate the total amount payable. This total is shown before you confirm payment and includes the item subtotal, applicable taxes, and the delivery fee.

• Total payable amount: The delivery fee shown to customers is a single bundled figure. Internal cost components are not disclosed separately.
• Restaurant payouts: Restaurants receive only the information relevant to their payout and do not receive details of the delivery fee or internal platform cost components.
• Delivery partner earnings: Delivery partners receive only the information needed to complete their assignment. Their earnings are communicated separately in the partner app.
• Pricing logic: EATRIX does not share its internal pricing algorithms, cost models, or fee structures with third parties, except where strictly required for operations.

When you place an order, the restaurant receives only:

• Your first name
• Order items, quantities, and customisation notes
• Estimated pickup time

Restaurants do not receive your phone number, full address, email, payment details, or order history from other restaurants.

The assigned delivery partner receives only what is needed to complete the delivery:

• Your first name
• Delivery address or real-time drop-pin
• Your phone number during the active delivery only
• Restaurant pickup location

Once delivery is completed, the delivery partner's access to your personal information is revoked.

Payments are processed by certified third-party payment service providers. We share only what is necessary to process the specific transaction:

• Transaction amount and order reference ID
• Payment method selected by the user

EATRIX does not receive or store your full card numbers, CVV, or net banking credentials.

• Payment gateways receive only the total transaction amount and order reference.
• Analytics providers receive only anonymised, aggregated data.
• Restaurants receive only their payout amount.
• Delivery partners receive only delivery-related information and their own payout data inside the partner app.

We may disclose information to government bodies, law enforcement agencies, or courts if:

• Required by a valid legal order, warrant, or statutory obligation
• Necessary to protect the safety of users, the public, or the integrity of our platform
• Required under applicable Indian law

You may request a copy of the personal data we hold about you. We will provide this within 30 days of a verified request.

If any of your personal information is inaccurate or incomplete, you may update it directly in the app or contact us at support@eatrix.in.

You may request deletion of your account and associated personal data, subject to legal retention obligations.

Where we rely on your consent to process data, you may withdraw consent at any time through the app's settings.

If you believe your data rights have been violated, you may raise a formal grievance with our Data Protection Officer at support@eatrix.in.