Privacy policy

Last updated: 6 October 2026

This policy explains what personal data the Polamaa apps and services collect, why, who sees it, how long we keep it, and how you can see, download or delete it. Polamaa is run by ("we"). We process personal data under India's Digital Personal Data Protection Act, 2023.

What we collect

• Everyone: your mobile number (verified by Truecaller or by an SMS you send us), the device you use (one device per account), the consents you give in the app, and your sign-ins.
• Customers: pickup and drop places and the names you give them, saved places, bookings, fares and payment references, ratings you give and receive, messages with your rider, and help requests. For parcels, the recipient's name.
• Riders: identity from DigiLocker or the Aadhaar offline file (name, date of birth, gender, photo and the last four digits of the Aadhaar number, never the full number), driving licence, vehicle papers, insurance and police verification documents, shift selfies and number plate photos, UPI ID, location while on duty, earnings, dues and ratings.
• School Connect: the student's first name and date of birth, given by the parent, visible to the parent only.
• Safety: SOS alerts with location, and the trusted contacts you add.
• Contact forms on this website: the name, mobile number, email, town and message you send us, to reply to you. They go to our support inbox by email.

From Truecaller we receive only your verified mobile number. We do not read your contacts, messages or call history. Calls between you and your rider are connected in the app without sharing phone numbers; we keep only when a call happened, never the audio.

Why we use it

• To verify you and keep accounts safe (one person, one account, one device).
• To quote, book, match, track and complete trips and deliveries.
• To verify riders before they can work, and to check at each shift that the right person and vehicle are on the road.
• To settle fares, rider dues and payments, and keep the accounts the law requires.
• To respond to SOS alerts, disputes, lost items and help requests.
• To detect fraud such as fake trips or off-app cash requests.

Location

Customers: we use your location to suggest a pickup point when you allow it. Riders: we collect your location only while you are on duty. A rider's live position is shown only to the customer of the current trip, from the moment the trip is confirmed until it ends. It is never shown to other riders or the public.

Who sees your data

• Your customer or rider: after a trip is confirmed, the customer sees the rider's first name, photo, bike number and rating. The rider sees the pickup and the drop area. Phone numbers are never shared.
• Parcel recipients: the tracking link and hand-over code the sender shares with them.
• The local Polamaa partner and hub: what they need to verify riders and respond to SOS alerts in their area.
• Service providers: Truecaller (number verification), DigiLocker and UIDAI (rider identity), our insurer (claims), and our bank (rider dues by UPI).
• Authorities: only when the law requires it.

We do not sell personal data.

How long we keep it

We keep your data while your account is open. When you delete your account, your personal details are made permanently unreadable. Records the law requires us to keep, such as financial and tax records, are kept for the period the law sets, without details that identify you beyond what that law requires. Trip messages and call times are kept for a limited period to resolve disputes and safety reports, then deleted. Messages sent through this website's contact forms are deleted after one year.

Your rights

• See and download your data from the app (Privacy, Download my data).
• Delete your account from the app (Privacy, Delete my data).
• Correct your details by writing to us.
• Withdraw consent for location, notifications or marketing in the app's privacy settings. Some features need some data to work.
• Complain to our Grievance Officer (below), and if you are not satisfied, to the Data Protection Board of India.

Security

Data travels over encrypted connections. Personal details and documents are stored encrypted, with a separate key for each person. Access inside Polamaa is limited to the people who need it for their work, and every change to money records is kept in a ledger that cannot be altered without detection.

Children

Polamaa accounts are for adults. School Connect carries students aged 15 and over, booked by a parent through the parent's own account.

Contact and Grievance Officer

We publish any change to this policy on this page, with a new date at the top, before it takes effect.