Privacy Policy

Effective Date: July 10, 2026

Polo City Connect Private Limited

Polo City Connect Private Limited ("Polo City", "Company", "we", "our", or "us") operates the PoloCity Passenger App, PoloPilot Driver App, website, and all related transportation technology services (collectively, the "Services").

We are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, disclose, store, and protect your information when you use our Services.

This Privacy Policy is prepared in accordance with:

• The Digital Personal Data Protection Act, 2023

• The Information Technology Act, 2000

• Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011

• Applicable laws of India

By accessing or using our Services, you consent to the practices described in this Privacy Policy.

1. Information We Collect

We collect information necessary to provide safe, reliable, and efficient ride-hailing services.

A. Information You Provide

Passenger Information

• Full Name

• Mobile Number

• Email Address

• Profile Photograph (optional)

• Payment Information

• Emergency Contact (optional)

Pilot (Driver) Information

• Full Name

• Mobile Number

• Email Address

• Driving Licence

• Vehicle Registration Certificate

• Vehicle Insurance

• Permit Details

• PAN Card

• Aadhaar Number (only where legally required)

• Bank Account or UPI Details

• Profile Photograph

B. Ride Information

Whenever you book or complete a ride, we collect:

• Pickup location

• Drop location

• GPS route

• Ride history

• Ride duration

• Distance travelled

• Fare details

• Ratings and feedback

C. Device Information

We automatically collect:

• Device model

• Operating System

• IP Address

• Device identifiers

• Mobile Network

• App Version

• Crash Reports

• Diagnostic Logs

D. Location Information

Location access is essential for providing ride-hailing services.

We collect:

• Real-time GPS location

• Background location (Pilot App)

• Foreground location (Passenger App)

• Approximate location where applicable

Location data is used only for ride matching, navigation, safety, fraud prevention, and operational purposes.

2. How We Use Your Information

We use your information to:

• Create and manage your account

• Connect Passengers with Pilots

• Calculate fares

• Process payments

• Verify Pilot identity

• Prevent fraud

• Improve ride matching

• Provide navigation

• Customer support

• Send ride notifications

• Send OTP verification

• Maintain service quality

• Improve app performance

• Comply with legal obligations

• Resolve disputes

• Ensure passenger safety

3. Safety Features

To improve passenger safety, Polo City may use:

• Live ride tracking

• SOS Emergency Button

• Trusted Contact Sharing

• Driver Verification

• Ride History

• Vehicle Verification

• Background Verification of Pilots

Emergency information may be shared with law enforcement agencies when legally required.

4. Payments

Payments are securely processed using trusted third-party payment gateways.

We do not store:

• Debit card numbers

• Credit card numbers

• CVV

• Net Banking passwords

Payment partners may include:

• UPI

• Razorpay

• PhonePe

• Other RBI-approved payment processors

5. Information Sharing

We never sell your personal information.

Information may be shared with:

Between Passengers and Pilots

Passengers may see:

• Pilot Name

• Vehicle Details

• Vehicle Registration Number

• Driver Rating

• Contact Number

Pilots may see:

• Passenger Name

• Pickup Location

• Drop Location

• Contact Number

Service Providers

We may share information with:

• Cloud hosting providers

• Payment gateways

• SMS providers

• OTP providers

• Analytics providers

• Customer support providers

These service providers are contractually required to protect your data.

Government Authorities

Information may be disclosed where required under:

• Court Orders

• Police Investigation

• Motor Vehicle Regulations

• Tax Laws

• Other applicable Indian laws

6. Data Storage

Your personal information is stored using secure cloud infrastructure.

Security measures include:

• Encryption

• Firewalls

• Secure Access Controls

• Multi-factor Authentication

• Security Monitoring

• Periodic Security Audits

7. Data Retention

We retain information only as long as necessary.

Examples include:

• Ride records

• Payment records

• Tax records

• Customer support records

• Legal compliance records

Certain records may be retained where required by Indian law.

8. Cookies and Analytics

Our website and apps may use:

• Cookies

• Analytics SDKs

• Crash Reporting Tools

• Performance Monitoring Tools

These technologies help improve user experience.

9. Your Rights

Subject to applicable law, you may request:

• Access to your personal information

• Correction of inaccurate information

• Deletion of your information

• Withdrawal of consent

• Restriction of processing

• Data portability where applicable

Requests may be submitted using the contact details below.

10. Children's Privacy

Polo City is not intended for children below 18 years of age.

We do not knowingly collect personal information from children.

11. Marketing Communications

With your consent, we may send:

• Promotional Offers

• Referral Rewards

• Discounts

• Feature Updates

You may opt out at any time through the App Settings or unsubscribe options.

12. Third-Party Services

Our Services may integrate with:

• Google Maps

• Mappls Maps

• Payment Gateways

• SMS Providers

Each third-party service has its own privacy policy.

13. Data Security

We employ industry-standard security practices including:

• SSL Encryption

• Encrypted Storage

• Access Control

• Role-based Permissions

• Continuous Monitoring

• Security Audits

While we strive to protect your information, no internet-based system can guarantee absolute security.

14. International Data Transfers

Where necessary, certain service providers may process information outside India while maintaining safeguards consistent with applicable law.

15. Changes to this Privacy Policy

We may update this Privacy Policy periodically.

Significant changes will be notified through:

• Mobile App

• Email

• SMS

• Website Notice

Continued use of the Services constitutes acceptance of the revised Privacy Policy.

16. Contact Us

Polo City Connect Private Limited

Registered Office

Kakwa Makha Nameirakpam Leikai
Imphal East
Manipur – 795008
India

Customer Support

Email: support@polocity.in

Website: www.polocity.co.in

17. Grievance Officer

In accordance with the Information Technology Act and applicable Indian laws:

Grievance Officer

Polo City Connect Private Limited

Email: info@polocity.in

Response Time:

• Acknowledgement: Within 48 hours

• Resolution: Within 30 days

18. Governing Law

This Privacy Policy shall be governed by the laws of India.

Any disputes shall be subject to the exclusive jurisdiction of the competent courts at Imphal, Manipur.

Consent

By creating an account or using the PoloCity Passenger App, PoloPilot Driver App, website, or related services, you acknowledge that you have read, understood, and agreed to this Privacy Policy.