1. Who we are and what this policy covers
SafeHands is a partnership providing managed household services through www.safehandspremium.com and WhatsApp. Registered business address: 2nd Floor, 202, Vadiwala Complex, GIDC Road, Near Batliboi Circle, Pandesara, Surat, Gujarat - 394221. GSTIN: 24AFXFS4774B1ZK.
This policy describes customer information used for home subscriptions, one-time housekeeping, deep cleaning and support. It does not present a customer app, AI assistant or advertising integration as a current service. Personnel employment and internal tracking records require their own appropriate notices.
For support, complaints and privacy requests, visit the Contact Us page. Written requests may be sent to the registered address above.
2. Information used for household services
We use the name, phone number, address and any email you provide to respond to enquiries, confirm bookings and deliver service. Booking records include the service selected, agreed scope, schedule, price, payment status, instructions and support correspondence.
You may share a GPS location or map pin to help identify the correct service address, or enter the address manually. Location sharing is optional and is used for accurate service delivery. We do not continuously track customers. A shared map pin can remain part of the service-address record; disabling device permission does not itself delete an address already shared.
Payment records can include transaction references, amounts, invoices and refund status. Do not send card security codes, UPI PINs, banking passwords or other payment credentials to SafeHands personnel or support. Payment providers process payment-method details under their own arrangements.
We may receive photos and descriptions relating to completed work, quality complaints or alleged damage. Please avoid including people, identity documents, valuables, medical information or unrelated private belongings.
The website may process technical information needed to operate securely, such as connection and request logs. We do not describe identifiable or pseudonymous analytics as anonymous without verification.
3. Why information is used
We use necessary information to arrange and deliver services, communicate about bookings and payments, issue invoices, arrange backup, investigate complaints, process refunds, maintain appropriate business records and comply with applicable law.
We explain optional uses separately and obtain the consent required by applicable law. Consent to marketing is separate from booking a service. Information collected for service operations is not automatically authorised for unrelated advertising.
Only share information relevant to the service. If someone else will provide access, supply only necessary contact details and ensure they know you are sharing them with SafeHands.
4. Photos and consent
Personnel ask permission before taking routine service photos. They should avoid people and private belongings and photograph only relevant work areas. You may decline routine photos without losing the service; completion is recorded another way.
Separate permission is required before service or customer images are used for marketing or public display. A complaint photo is not automatically authorised for advertising.
Routine service photos are deleted after 30 days. Photos required for a complaint, investigation or legal obligation are retained only while needed for that purpose and then deleted, subject to lawful retention.
5. Messages, AI and advertising
Booking confirmations, scheduling, payment and service updates are normal operational communications. You can contact support about communication preferences, although an effective contact channel is needed to deliver the service.
Promotional messages require a separate opt-in. You may withdraw that choice through the same support channel, without losing access to booked services.
Customer-facing AI processing is planned, not described here as active. Before introducing it, SafeHands will update the notice to explain what data and providers are involved and obtain any required consent. People remain responsible for important refund, complaint and other business decisions.
Advertising tracking is planned. Optional advertising tracking must remain off until the customer accepts it, with a way to withdraw the choice. Before deployment, SafeHands will identify the tools, data uses and preference controls in this policy.
6. Sharing and service providers
Necessary information is shared with assigned personnel and supervisors to perform the service. Contact, booking and payment information may also be handled by payment, messaging, hosting and storage providers to the extent needed for their functions. WhatsApp communications are also subject to WhatsApp's own handling of data.
Information may be disclosed to professional advisers or authorities where necessary and lawful. We do not sell personal information. Service-provider access must be limited to an appropriate purpose and governed by applicable safeguards.
We do not promise India-only storage or exclude international processing without verification.
7. Retention and security
We retain personal information only as needed for service delivery, support, accounts, disputes or applicable legal obligations. Tax and financial records follow the legal retention rules applicable to the partnership; this policy does not assume that company-specific retention periods apply.
When retention ends, data is deleted or irreversibly anonymised, subject to lawful holds and documented backup arrangements.
SafeHands must use appropriate safeguards for the information it handles. No security certification, completed audit, specific encryption arrangement or automatic deletion capability is claimed without evidence.
Report suspected misuse through the privacy contact. SafeHands will investigate and make any notifications required by the law applicable at the time. Do not send passwords or payment credentials with your report.
8. Choices and privacy requests
You can ask to access or correct your information, withdraw optional consent, or request deletion through the privacy contact. SafeHands may seek proportionate identity verification and explain where a legal retention duty limits deletion. Withdrawing optional marketing, photo or GPS permission does not itself cancel a service that can be delivered without it.
If you ask us to stop using information genuinely needed for an active service, we explain the effect and coordinate any booking or subscription closure. Amounts and refunds follow the agreed service policies and applicable law.
The Digital Personal Data Protection Act, 2023 and its rules have phased commencement. Statutory access, correction, erasure, grievance and nomination rights are handled as applicable when the relevant provisions are in force. This notice does not claim that all provisions commenced at once or use an unsupported foreign-law processing basis.
Our services are booked by adults aged 18 or over. Do not submit unnecessary information or photos about children. If such information is received inadvertently, contact us so that it can be assessed and appropriately deleted or otherwise handled as required by law.
9. Complaints, contact hours and updates
Calling hours are 10 a.m. to 6 p.m. IST, Monday to Saturday. WhatsApp and email messages may be sent anytime and receive a response during the next support window.
We acknowledge complaints within two calendar days (48 hours) and aim to resolve them within seven calendar days. If investigation takes longer, we provide an update and comply with applicable legal deadlines. You retain available statutory escalation rights.
We update this notice when practices materially change and provide appropriate notice. Any new consent required for a new purpose is obtained before that processing begins.