Privacy policyPrivacy policy

LoadUnload (“we”) runs a goods-delivery service in Bengaluru, currently a pilot for two-wheeler parcel loads. The business is operated by ⟦LEGAL ENTITY NAME⟧, ⟦REGISTERED ADDRESS⟧.

Under India’s Digital Personal Data Protection Act, 2023, we are the data fiduciary for the personal data described here. This policy covers the website (loadunload.in), the LoadUnload phone app, and the service itself.

If you send goods (customers and businesses):

• Your name, mobile number and password (stored only as a one-way hash) — to create your account and let you log in.
• Pickup and drop-off addresses and their map coordinates, what you are sending, its weight, and any notes you add — to price the job and deliver it.
• Your orders, their status history, fares, and how each was paid (cash or UPI) — to run the delivery, settle payment, and resolve disputes.

If you deliver (riders and fleet partners):

• Your name and mobile number.
• Driving licence details (number, class, expiry, issuing state) and photos of your licence, vehicle registration (RC) and insurance — to check you are allowed to carry goods for us.
• Your vehicle’s number plate, type, capacity and photos.
• If you verify your Aadhaar: only the last four digits and the date — never the full number.
• Your location, only while you are on duty or on a job (see Location).
• Photos you take as proof at a pickup or delivery, and the cash or UPI you record at the door.

From everyone who uses the site:

• Technical data your browser or phone sends with every request (IP address, device and browser type), kept in our server logs to keep the service secure and working.
• A login token stored in your browser or phone so you stay signed in. We do not use advertising or tracking cookies.

We use your data only for the purposes above: providing the service, verifying riders, handling payments and disputes, keeping the service secure, and meeting our legal obligations. We do not sell personal data, and we do not use it for advertising.

• Riders on duty but not on a job: your current position is kept for about two minutes, to offer you nearby loads, and is never saved to our database.
• Riders on a job: your live position is shared with that job’s sender so they can track it, and one sample a minute is saved with the order as the record of the trip, in case of a dispute.
• Off duty: we collect no rider location at all. The app shows a switch, and you can pause sharing.
• Customers: we use your location only if you tap “use my location” to fill in an address.

• The other side of your job. A rider assigned to your order sees the addresses and your notes; you see the rider’s name and live position. Riders browsing open loads see only the area and distance, never your exact address, until they are assigned.
• Ola Maps (India) receives the addresses you type and route coordinates, to find addresses and measure distances.
• OpenStreetMap (the OpenStreetMap Foundation, United Kingdom): when you search for an address, your browser may send what you typed, with your IP address, directly to OpenStreetMap’s search service. This is the only data that leaves India. ⟦LAWYER: confirm the cross-border basis, or we route this through our own server.⟧
• Our hosting provider, DigitalOcean, whose servers in Bengaluru store our database, files and backups.
• Authorities, when the law requires it.

When we add a service that receives personal data — for example an SMS provider for login codes, a payment gateway, or error monitoring — we will update this page before it is switched on.

• Login codes: five minutes.
• A rider’s live position: about a minute; an idle on-duty position: about two minutes.
• Uploads that were never attached to an account or order: deleted after seven days.
• Database backups: fourteen days, on a rolling basis.
• Accounts, orders, payment records, trip records, rider documents and proof photos: for as long as your account is open, and then for ⟦RETENTION PERIOD — e.g. the period tax and transport law require⟧.

• All traffic to our site and app is encrypted (HTTPS).
• Passwords are stored only as one-way hashes. The full Aadhaar number is never stored.
• Documents are viewed through short-lived, signed links, available only to their owner and our reviewers.
• Our database, file storage and other services cannot be reached from the internet directly.

Under the DPDP Act you may ask us to:

• tell you what personal data we hold about you and how we use it;
• correct or complete it;
• delete it, where we are not required by law to keep it;
• withdraw a consent you gave — this may mean we can no longer provide the service;
• nominate someone to exercise these rights for you if you die or become unable to.

There is no self-service delete button yet. To make any of these requests, contact us as below; we will reply within ⟦RESPONSE TIME⟧. If you are not satisfied with our response, you can complain to the Data Protection Board of India.

The service is for people aged 18 and over. We do not knowingly collect data from children.

Grievance Officer: ⟦NAME⟧, ⟦DESIGNATION⟧ — ⟦EMAIL⟧.

General support: +91 99809 43397 or support@loadunload.in.

We will post any change to this policy here, with a new “last updated” date.