Privacy Policy
Vyloo Technologies Pvt. Ltd. (“Vyloo”, “we”, “us” or “our”) operates the Vyloo website, mobile applications and related services. We understand that when you use Vyloo to order medicines, healthcare products or wellness products, you may provide us with personal information, including prescription-related information where applicable. This Privacy Policy explains what personal information we collect, how we collect it, why we use it, when we may share it, how we protect and retain it, your choices regarding your information, and how you can contact us or raise a privacy-related grievance. This Privacy Policy should be read together with our Terms of Use and other applicable policies available on our website and application.
1. Who We Are
The Vyloo website, application and related services are operated by:
Vyloo Technologies Pvt. Ltd. Correspondence Address: 10251, F/F, Library Road, Nawab Ganj, Delhi G.P.O., Delhi, North Delhi- 110006, Delhi, India Customer Support Phone: 9220172920 Email: support@vyloo.in
2. What Personal Information We Collect
The personal information we collect depends on how you interact with Vyloo.
2.1 Account and Contact Information
When you create an account, place an order or otherwise use our services, we may collect:
- Name
- Mobile number
- Email address, where provided
- Account or login information
- Delivery address
- Other contact information you choose to provide
2.2 Order and Transaction Information
When you browse, place or manage an order, we may collect or generate information relating to:
- Products searched for or viewed
- Products added to your cart or ordered
- Order details and order history
- Delivery details and preferences
- Order status
- Cancellation, return and refund information
- Invoice and transaction records
- Discounts, offers or promotional benefits applied to an order
- Payment status and transaction references
2.3 Prescription and Health-Related Information
Certain medicines available through Vyloo may require a prescription or other documentation.
Where you upload or provide prescription-related information, we may collect:
- Prescription images or files
- Information contained in the prescription
- Information required to process or fulfil a prescription-related order
- Communications relating to prescription verification or order fulfilment
2.4 Customer Support and Communications
When you contact Vyloo through phone, email, WhatsApp, website or app support channels, or other official communication channels, we may collect:
- Your name and contact details
- The content of your communication
- Order information relevant to your request
- Prescription-related information where you provide it for an order-related purpose
- Records relating to the resolution of your request
2.5 Device and Technical Information
When you use the Vyloo website or application, we may automatically collect certain technical and usage information, including:
- IP address
- Device type and identifiers
- Browser type
- Operating system
- Application version
- Pages or screens viewed
- Website or app interactions
- Log and diagnostic information
- Information relating to errors, crashes or performance
- Approximate location information, where enabled or available
3. How We Collect Your Information
We collect information through multiple touchpoints across our platform:
Directly From You
You may provide information when you create an account, place an order, enter a delivery address, upload a prescription, make a payment, contact customer support, communicate with us through WhatsApp or another supported channel, participate in promotions, or submit feedback.
Automatically Through Our Services
Certain technical, device and usage information may be collected automatically when you browse or interact with our website and application.
From Service Providers
We may receive information from service providers involved in operating Vyloo, including payment providers, delivery and logistics providers, technology and infrastructure providers, and analytics providers.
We use such information where reasonably necessary for the relevant service, transaction, security or operational purpose.
4. Payment Information
Payments made through Vyloo may be processed using PayU and its applicable payment services or payment partners.
When you make a payment, the relevant payment service provider may collect and process information necessary to complete, verify and process the transaction.
Vyloo may receive information reasonably necessary to manage your order and transaction, including payment status, transaction or payment reference, order amount, and refund status.
Vyloo does not ask customers to share their banking password, card PIN, CVV or OTP with our customer support team.
Please do not share your banking password, card PIN, CVV or OTP with anyone claiming to represent Vyloo.
Payment-related information may also be processed in accordance with the applicable terms and privacy policies of the relevant payment service provider.
5. How We Use Your Information
We may use your personal information for the following purposes:
To Provide Our Services
Create and manage your account, process and fulfil orders, process prescription-related orders where applicable, arrange delivery, provide order updates, process cancellations, returns and refunds, and provide customer support.
To Communicate With You
We may contact you regarding order confirmations, payment confirmations, delivery updates, prescription or documentation clarifications, product availability, cancellation or refund updates, and important changes to our services or policies.
To Improve Our Services
Analyse website and app performance, understand how customers use Vyloo, improve our products, services and customer experience, identify and resolve technical problems, and monitor service performance.
To Protect Vyloo and Our Users
Detect and prevent fraud, investigate suspicious activity, maintain the security of our systems and services, protect Vyloo, our customers and other users, and enforce our policies and terms.
To Meet Legal and Operational Requirements
Meet applicable legal, regulatory, tax or accounting requirements, maintain transaction and business records, respond to lawful requests, resolve disputes, and establish, exercise or defend legal claims.
6. Marketing and Promotional Communications
Where permitted and subject to applicable choices, Vyloo may send you information about offers and discounts, new products or services, promotional campaigns, Vyloo updates, and other relevant marketing communications.
These communications may be sent through SMS, WhatsApp, Email, or Push notifications.
You may opt out of promotional communications through the unsubscribe, opt-out or other mechanism provided in the relevant communication, or by contacting us.
Even if you opt out of promotional communications, we may still send important service-related communications regarding your orders, payments, deliveries, returns, refunds, account or security.
7. How We Share Your Information
Vyloo does not sell personal information as a standalone business.
We may share personal information with third parties where reasonably necessary to operate our services:
Delivery and Logistics Partners
We may share information reasonably necessary to fulfil and deliver your order, including name, phone number, delivery address, and order/delivery information necessary for fulfilment.
Payment Providers
We may share or receive information reasonably necessary to process payments, confirm transactions, process refunds, investigate payment-related issues, and help prevent or investigate fraudulent transactions.
Payments may be processed through PayU and other applicable payment infrastructure involved in completing your transaction in accordance with their applicable terms and privacy policies.
Technology and Infrastructure Providers
Vyloo uses technology infrastructure and services that may include Amazon Web Services (AWS) and MongoDB. These services support functions such as application infrastructure, hosting, databases, data storage, security, and system operations.
Analytics and Advertising Technologies
Vyloo may use technologies provided by Google and Meta for website and app analytics, performance measurement, understanding campaign effectiveness, advertising measurement, and marketing activities in accordance with relevant settings and permissions.
Other Service Providers & Legal Disclosures
We may also share information with service providers that support customer communications, customer support, security, fraud prevention, analytics, and technical operations.
We may also disclose information where required or permitted by applicable law.
8. Prescription and Health-Related Information
We recognise that prescription-related information may be particularly personal.
We use prescription and health-related information only for purposes reasonably connected with:
- Processing your order
- Prescription-related fulfilment requirements
- Communicating with you regarding your order
- Customer support
- Compliance, record-keeping or other applicable operational requirements
Confidentiality & Access Control
Access to prescription-related information is limited to persons and service providers who reasonably require access for the relevant purpose.
Vyloo does not publish prescription information as public content.
Vyloo does not use prescription information to provide personalised medical advice through its general website, product pages or customer support channels.
9. WhatsApp Orders and Communications
Vyloo may allow customers to communicate with us or place product enquiries through WhatsApp.
If you contact Vyloo through WhatsApp, we may use the information you provide to respond to your enquiry, assist with an order, communicate regarding availability, process or fulfil your request, provide delivery updates, and provide customer support.
Your use of WhatsApp is also subject to WhatsApp's own terms and privacy practices.
Where prescription information is required for an order, we recommend using Vyloo's designated prescription upload process or another approved process where available.
10. Cookies and Similar Technologies
Vyloo may use cookies, pixels, SDKs, local storage, and similar technologies.
These technologies help us keep our website and application functioning, remember user preferences, maintain login sessions, understand website and app usage, analyse performance, detect technical problems, and measure marketing performance.
Some of these technologies may be provided by Google, Meta or other technology providers.
You may be able to manage certain cookies through your browser settings. Disabling certain cookies or technologies may affect the functionality of our website or application.
11. App Permissions
Depending on your device, operating system and the features you choose to use, the Vyloo application may request permissions such as the following:
Location
Location access may be used to help identify your approximate location, check serviceability, assist with address selection, and improve delivery-related functionality.
Camera
Camera access may be used when you choose to capture a prescription, upload a relevant image, or use another feature that requires camera access. Vyloo does not require continuous camera access for ordinary browsing.
Photos, Media or Files
Access to photos, media or files may be used when you choose to upload a prescription, a relevant image, or other files supported by the application.
Notifications
Notification permission allows Vyloo to send order updates, delivery updates, payment-related updates, important service notifications, and promotional notifications where applicable.
You can generally manage app permissions through your device settings.
12. Data Security
Vyloo takes reasonable technical, organisational and operational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
Our systems use infrastructure and services provided by AWS and MongoDB.
However, no method of transmitting information over the internet or storing information electronically can be guaranteed to be completely secure.
You are responsible for maintaining the confidentiality of your account credentials. Please do not share your password, banking password, card PIN, CVV or OTP with unauthorised persons.
If you believe your Vyloo account or personal information has been compromised, please contact us promptly at support@vyloo.in.
13. How Long We Retain Your Information
We retain personal information for as long as reasonably necessary for purposes including:
- Providing and maintaining Vyloo services
- Processing and supporting orders
- Maintaining transaction and business records
- Processing returns and refunds
- Handling customer support requests
- Meeting applicable legal, tax, accounting or regulatory requirements
- Preventing fraud and misuse
- Resolving disputes
Retention Management
Retention periods may vary depending on the type of information and the purpose for which it is retained.
When information is no longer reasonably required, we may delete, anonymise or otherwise handle it in accordance with applicable requirements.
14. Your Privacy Choices and Requests
Subject to applicable law and the nature of your request, you may contact Vyloo regarding your personal information to request assistance with:
- Accessing information about your personal data
- Correcting inaccurate information
- Updating your information
- Deleting personal information where applicable
- Withdrawing consent where processing is based on consent
- Raising a privacy-related grievance
Legitimate Retention Exceptions
Certain information may need to be retained for legitimate purposes, including legal or regulatory compliance, tax and accounting requirements, fraud prevention, security, dispute resolution, and completed transactions.
We may need to verify your identity before processing certain requests.
15. Account Deletion
You may request deletion of your Vyloo account by contacting support@vyloo.in with the subject line "Account Deletion Request".
Please include the mobile number or email address associated with your Vyloo account so that we can identify the relevant account.
Deleting your account may not require Vyloo to immediately delete information that must be retained for legal, regulatory, security, fraud-prevention, record-keeping or other applicable purposes. Where information is retained, it may be retained only for the relevant purpose and period.
16. Children
Vyloo's services are intended to be used in accordance with applicable law.
Where personal information relating to a child is processed, Vyloo will handle that information in accordance with applicable legal requirements.
If you believe that personal information relating to a child has been provided to Vyloo inappropriately, please contact us at support@vyloo.in.
17. Where Your Information May Be Stored or Processed
Vyloo uses technology and service providers to operate its website, application and related services.
Our infrastructure and data services include Amazon Web Services (AWS) and MongoDB. Depending on the service architecture and applicable provider, information may be stored or processed using infrastructure operated by these providers.
Where we use third-party service providers, they process information as necessary to provide services to Vyloo in accordance with applicable contractual, technical or legal requirements.
18. Third-Party Services
Vyloo may link to or integrate with third-party services, including payment providers, social media platforms, messaging services, analytics providers, advertising technologies, and other external applications.
These third parties have their own privacy policies and terms. Vyloo is not responsible for the privacy practices of third-party services that we do not control.
We encourage you to review the privacy policies of third-party services before providing them with personal information.
19. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, technology, business practices, legal or regulatory requirements, or how we process personal information.
When we update this policy, we will revise the Last Updated date at the top of this page.
Where required by applicable law, we may provide additional notice or take other appropriate steps before a material change takes effect.
20. Privacy and Grievance Officer
For privacy-related questions, concerns or grievances, you may contact: Kavyansh Gupta Privacy & Grievance Officer Vyloo Technologies Pvt. Ltd. Email: support@vyloo.in Phone: 9220172920
Please provide sufficient information to help us understand and review your request. For order-related concerns, please include your order ID where applicable.
21. Contact Us
Vyloo Technologies Pvt. Ltd. 10251, F/F, Library Road, Nawab Ganj, Delhi G.P.O., Delhi, North Delhi- 110006, Delhi, India Customer Support: Phone: 9220172920 Email: support@vyloo.in Privacy & Grievance Officer: Kavyansh Gupta Email: support@vyloo.in
Related Policies & Information
Please review our full set of platform policies and compliance standards:
