Voomo Laundry — Privacy Policy

Voomo ("we", "our", "us") provides doorstep pickup, wash, press, and delivery services for clothes and household linen through the Voomo app. This Privacy Policy explains what information the Voomo app collects, how it is used, and the choices you have. It applies to the Voomo Customer app and this website.

1. Information we collect

When you use the Voomo app, we collect:

• Phone number — used to sign in via SMS one-time password (OTP), through Firebase Authentication.
• Name — provided by you when you create your account or edit your profile.
• Pickup/delivery address — entered by you, or derived from your device location if you choose to share it.
• Precise location — only if you grant location permission (e.g. using "Use My Current Location" at checkout, or updating a pickup location). This is optional; you can decline and enter your address manually.
• Order history and order details — items, service type, pricing, order status, and any rating/review you submit.
• Profile photo — only if you choose to upload one from your device.
• Support chat messages and attachments — text, photos, videos, or voice messages you send us through in-app Help & Support chat.
• Package subscription data — if you buy a package: the package you bought, its price and validity, the kilograms used and remaining, the weight of your laundry recorded by our store, and any extra-weight charge.
• Area demand vote — if you are outside our delivery area and tap Vote for Voomo in my area: your name, phone number, the location of your device (coordinates and the sector, city and pincode worked out from it) and the time of the vote, so we can decide where to start service. We use it only for this purpose, it is visible to the Voomo team only, and it is deleted when you delete your account.
• Payment method reference — whether you paid by cash on delivery or online, and payment status/ID from our payment processor (see Payment data below). We do not collect or store your card, UPI, or bank account details ourselves.
• Push notification token — a device identifier issued by Firebase Cloud Messaging, only if you enable push notifications.
• Notification preferences — your choices for promotional push, order-update push and reminder push, along with the time you saved them.
• In-app notification inbox — a copy of the order updates, reminders and offers we send you, kept in your account so you can read them in the app (Profile → Notifications).
• Basic technical/error logs — such as browser/device user agent and error messages, used only to diagnose app crashes.

2. How we use your information

We use this information only to:

• Create and manage your Voomo account;
• Process, assign, and track your orders;
• Calculate delivery distance and delivery fees;
• Assign a pickup/delivery rider and enable live order tracking;
• Send order status updates and push notifications;
• Send reminders (for example, asking for feedback after delivery or a reminder to book again) and, only as per your choices, promotional offers by push;
• Process payments and refunds;
• Provide customer support, including through in-app chat; and
• Maintain and improve the reliability of the app (e.g. crash/error logging).

3. Sharing of information

We do not sell your personal data. We share information only as needed to provide the service:

• Your name, phone number, and address are shared with the rider assigned to pick up or deliver your order.
• Your name, phone number, address, and order details are shared with the laundry store processing your order (Voomo or a partner store) so it can prepare and return your order.
• Payment details necessary to process a transaction are shared with our payment processor, Razorpay.
• Uploaded photos, videos and voice messages (profile photo, support attachments) are stored with our media hosting provider, Cloudinary.
• We may disclose information if required by law, or to protect the rights, safety, or property of Voomo, our riders, or our customers.

4. Third-party services we use

The Voomo app is built on the following third-party infrastructure, each of which processes data on our behalf under its own privacy/security terms:

• Google Firebase (Authentication, Firestore database, Cloud Messaging) — account sign-in, order data storage, and push notifications.
• Razorpay — online payment processing (UPI/cards/netbanking).
• Cloudinary — storage for uploaded profile photos, voice messages and support chat attachments.
• Google Maps Platform (Geocoding and Maps) — when you tap “Use My Current Location”, your device’s coordinates are sent to Google to convert them into a readable address. The live rider tracking map is also displayed using Google Maps; when it opens, Google receives standard request information such as your IP address and device details, and the map shows the rider’s and your delivery location. Google processes this under its own privacy policy.
• OpenStreetMap (Nominatim & tile servers), Esri satellite imagery, OSRM routing and Leaflet — used as a fallback if Google cannot return an address or display the map. On the tracking screen, the rider’s and your delivery coordinates are sent to the OSRM routing service to calculate road distance and arrival time, and the rider’s coordinates are sent to Nominatim to show a nearby place name.

5. Location data

Precise device location may be requested either when you actively choose to use it — for example, tapping "Use My Current Location" at checkout, or updating a pickup location for an existing order — or tapping "Select location" in the app header to show your local delivery details. Your device's own permission prompt controls access, you can decline it, and you can always enter your address manually instead. Location is used solely to pin your pickup/delivery address and calculate delivery distance/fees. To turn your coordinates into a readable address they are sent to Google (Google Maps Platform), or to OpenStreetMap if Google is unavailable; this happens only when you choose to use your location.

Separately, while an order is being picked up or delivered, the assigned rider's live location is shown to you on a map inside the app (powered by Google Maps) so you can track your order, together with the distance and estimated arrival time to your delivery address — this is the rider's location, not yours.

6. Photos, voice messages and support attachments

If you choose to add a profile photo, or send a photo, video or voice message in the in-app Help & Support chat, that file is uploaded to our media storage provider (Cloudinary) and linked to your account/order so our support team can view it.

Camera: the app may ask for camera permission only when you choose to take a new photo or video for your profile or a support message. The camera is not used in the background and nothing is captured unless you take and send it yourself. You can deny this permission and pick an existing file from your device instead.

Microphone: the app may ask for microphone permission only when you tap the microphone button to record a voice message for our support team, or record a video with sound. Recording starts only when you tap and stops when you tap again or cancel; the microphone is never used in the background or while the app is closed. The voice message is uploaded to our media storage provider (Cloudinary) and linked to your support chat so our support team can listen to it. It is used only to resolve your support request, is not used for advertising, and is deleted with your account. You can deny this permission and type your message instead.

7. Notifications (push)

Push notifications: if you allow notification permission on your device or browser, we use Firebase Cloud Messaging (and your browser's Notification API) to send you order status updates (for example order accepted, picked up, out for delivery, delivered) and support replies. We may also send reminders, such as a request for feedback after delivery or a reminder to book again, and promotional offers. You can turn promotional push off at any time under Profile → Notifications → Notification preferences, and you can turn all notifications off in your device or browser settings.

Timing and frequency: we do not send promotional messages between 9 pm and 9 am (India time), and we limit promotional messages to about one per day. Order updates are sent whenever your order status changes.

Your notification choices are saved in your account so they apply on all your devices. Messages we send you are also shown in the Notifications inbox in the app.

8. Payment data

Online payments are processed securely by Razorpay. We do not store your card, UPI, or bank account details on our own servers — we only retain a payment/transaction reference and status to reconcile your order. If you choose cash on delivery, no online payment data is collected.

9. Data retention & deletion

We retain your account and order data for as long as your account is active, and as needed to provide the service, resolve disputes, and meet legitimate business or legal record-keeping needs. Some records, such as order and payment/transaction records, may be kept for a limited period after deletion where needed for accounting, tax, dispute-resolution, or fraud-prevention purposes.

You can delete your account yourself at any time from Profile → Delete Account in the app; your profile, saved details, notifications and support chats are then erased straight away, and the photos, videos and voice messages you uploaded are removed from our media provider (if any file remains, contact us and we will remove it). If you cannot open the app, you can send a request from our Delete Account page, or email or call us; verified requests are completed within 30 days. Order and payment records are kept only for accounting, tax and dispute purposes, with your name, phone number and address removed. See our Delete Account page for how to submit a request and what happens next.

10. Your rights and choices

You can contact us at any time to ask what personal data we hold about you, to have it corrected, or to have it deleted. You can also update your name, profile photo, and saved addresses yourself in the app, change your notification choices in Profile → Notifications → Notification preferences or in your device settings, and decline or withdraw the location permission — the app still works if you enter your address manually. For any privacy request or complaint, use the contact details below.

11. Security

We use Firebase's security rules to restrict access to your data, phone-number-based OTP sign-in rather than passwords, and standard web security headers on our apps. No method of transmission or storage is 100% secure, but we work to protect your information using commercially reasonable safeguards.

12. Children's privacy

Voomo is intended for users aged 18 and above and is not directed at children. We do not knowingly collect personal information from anyone under 18.

13. Changes to this policy

We may update this policy from time to time to reflect changes to the app or applicable law. We will update the "Last updated" date above when we do. Continued use of the app after changes constitutes acceptance of the updated policy.

Voomo is an India-based service. Available service areas are shown in the app.