Introduction
This Privacy Policy applies to the website, ecommerce store, customer support channels, WhatsApp Business communications, marketing activities, and related services operated by VALOUR in India. By visiting our website, placing an order, submitting your details, communicating with us, or using our services, you agree to the collection and use of information as described in this Privacy Policy.
VALOUR sells FMCG food products, including liquid spice cooking bases, through a direct-to-consumer ecommerce model. We collect only the information reasonably required to operate our store, process orders, deliver products, provide support, improve our website, prevent misuse, and conduct lawful marketing.
Information We Collect
We may collect the following categories of information directly from you, automatically from your device, or through service providers used to operate our ecommerce business.
Information you provide
- Name, mobile number, email address, shipping address, and billing information.
- Order details, including products purchased, quantity, price, discounts, order status, delivery status, returns, refunds, and support history.
- Information submitted through checkout forms, contact forms, WhatsApp messages, email support, feedback forms, surveys, offers, or promotions.
- Any information you choose to provide when communicating with our customer support team.
Information collected automatically
- Device and browser information, including device type, operating system, browser type, IP address, approximate location, language preferences, and referring pages.
- Website usage data, including pages viewed, links clicked, time spent on pages, cart activity, checkout activity, campaign interactions, and other diagnostic data.
- Cookie identifiers, advertising identifiers, analytics events, and similar online tracking signals.
How We Use Information
We use personal information for legitimate ecommerce, customer service, legal, security, analytics, and marketing purposes, including to:
- Receive, confirm, process, ship, deliver, cancel, return, replace, or refund orders.
- Send transactional updates such as order confirmation, payment status, shipping status, delivery updates, support responses, and service messages.
- Process payments, verify transactions, prevent fraud, and maintain accurate financial and tax records.
- Provide customer support through WhatsApp Business API, email, phone, or other support channels.
- Improve our website, product assortment, checkout experience, delivery experience, customer service, advertising, and internal operations.
- Measure website traffic, campaign performance, conversions, and customer journeys using analytics and advertising tools.
- Send marketing messages, offers, product updates, and promotional communication where permitted by law or with your consent where required.
- Protect our website, users, business, rights, and systems against misuse, fraud, security threats, illegal activity, or policy violations.
- Comply with applicable laws, regulations, accounting obligations, tax requirements, lawful requests, and dispute resolution processes.
Order Processing
When you place an order, we use your name, mobile number, email address, shipping address, billing information, order details, and relevant transaction information to confirm your purchase, prepare your order, issue invoices, coordinate delivery, provide updates, handle customer support, and manage returns, replacements, cancellations, or refunds.
We may contact you by WhatsApp, SMS, phone, or email for transactional purposes related to your order, including confirmation, payment status, shipping updates, failed delivery attempts, address clarifications, and post-purchase support.
Payments
Payments on our website are processed through Razorpay and its payment infrastructure. We may share necessary transaction information with Razorpay for payment processing, transaction authentication, fraud prevention, refunds, chargebacks, reconciliation, and compliance purposes.
VALOUR does not store your full debit card, credit card, UPI, net banking, wallet, or other sensitive payment instrument details on our systems. Payment card details and sensitive payment credentials are processed securely through Razorpay in accordance with applicable payment security standards and Razorpay's own policies.
We may receive limited payment status information, such as transaction ID, payment method type, amount, payment success or failure status, refund status, and related reference numbers.
Shipping and Delivery
To fulfill orders, we may share your name, mobile number, email address, shipping address, order details, package details, invoice information, and delivery instructions with Shiprocket and courier partners used for logistics, pickup, tracking, delivery, non-delivery resolution, reverse pickup, returns, and related customer communication.
Courier partners may contact you directly for delivery coordination, address confirmation, delivery rescheduling, proof of delivery, cash collection where applicable, failed delivery attempts, or return pickup coordination.
WhatsApp Communication
We may use WhatsApp Business API to send order-related updates, support messages, delivery notifications, product information, feedback requests, and marketing communication where permitted. For this purpose, we may share your mobile number, name, order details, message content, and communication status with Meta Platforms and WhatsApp Business service providers involved in delivering these messages.
WhatsApp messages may include transactional messages such as order confirmation, payment updates, shipment tracking, delivery updates, and customer support responses. Marketing messages on WhatsApp will be sent in accordance with applicable consent and opt-out requirements.
You may opt out of promotional WhatsApp messages by following the unsubscribe or opt-out instructions in the message, replying with an opt-out request where supported, or contacting us using the details in this Privacy Policy. Even if you opt out of marketing messages, we may continue sending necessary transactional or service-related communications.
Marketing Communications
We may use your name, email address, mobile number, order history, product preferences, website usage data, and campaign interactions to send product updates, offers, launch announcements, reminders, surveys, and other marketing communications through email, WhatsApp, SMS, phone, website notifications, or online advertising platforms.
You can opt out of promotional communications at any time by using unsubscribe options where available or by contacting us. Opting out of marketing does not affect transactional communications required to process your orders or provide support.
Cookies and Tracking Technologies
Our website may use cookies, pixels, tags, scripts, SDKs, local storage, server logs, and similar technologies to operate the website, remember preferences, secure sessions, analyze usage, improve performance, personalize content, measure conversions, and deliver or evaluate advertising.
These technologies may collect device and browser information, IP address, approximate location, pages viewed, events performed, referral source, cart and checkout interactions, and advertising identifiers.
You can manage cookies through your browser settings. If you disable certain cookies, some parts of the website, checkout, analytics, personalization, or advertising measurement may not function as intended.
Analytics and Advertising
We may use Google Analytics 4, Google Tag Manager, Google Ads, Meta Pixel, Meta Conversion API, Facebook Ads, Instagram Ads, and similar analytics or advertising platforms to understand website usage, measure ad performance, attribute conversions, build audiences, improve campaigns, and show more relevant ads.
For these purposes, we may share or make available website usage data, device and browser information, cookie identifiers, hashed contact information where supported, purchase events, cart events, checkout events, page view events, and conversion information with Google, Meta Platforms, and other advertising or analytics partners.
These platforms may process information according to their own terms and privacy policies. Their tools may connect your activity on our website with your activity on other websites, apps, or services, depending on your account settings, consent choices, browser settings, and applicable law.
Third-Party Services
We may share personal information with trusted service providers and partners only as reasonably required to operate our business, provide our services, or comply with law. These may include:
- Razorpay for payment processing, refunds, fraud prevention, transaction verification, and payment compliance.
- Shiprocket and courier partners for order fulfillment, shipment tracking, delivery, return pickup, and logistics support.
- Meta Platforms and WhatsApp Business service providers for WhatsApp communication, customer support, service messages, and permitted marketing communication.
- Google Analytics, Google Tag Manager, Google Ads, Meta Pixel, Meta Conversion API, Facebook Ads, Instagram Ads, and other analytics or advertising platforms for website analytics, campaign measurement, conversion tracking, and marketing.
- Email, hosting, database, security, customer support, accounting, legal, compliance, and technology providers that help us operate the website and business.
- Government authorities, regulators, courts, law enforcement agencies, professional advisers, or other parties where disclosure is required or permitted by law.
We do not sell personal information as a standalone business. However, some advertising and analytics technologies may be considered sharing of information for targeted advertising or measurement under certain privacy laws.
Data Retention
We retain personal information for as long as necessary to fulfill the purposes described in this Privacy Policy, including order processing, delivery, customer support, accounting, tax, audit, fraud prevention, legal compliance, dispute resolution, analytics, and legitimate business recordkeeping.
Order, invoice, payment, delivery, and support records may be retained for periods required under applicable Indian laws, tax rules, accounting requirements, ecommerce obligations, limitation periods, and internal compliance needs. When information is no longer required, we will delete, anonymize, or securely restrict it in accordance with our operational and legal requirements.
User Rights
Subject to applicable law, you may contact VALOUR to exercise privacy rights regarding your personal information, including requests to:
- Access the personal information we hold about you.
- Correct or update inaccurate or incomplete personal information.
- Request deletion of your personal information, subject to legal, tax, fraud prevention, dispute, and operational retention requirements.
- Withdraw consent for optional marketing communications where processing is based on consent.
- Opt out of promotional communications through available unsubscribe or opt-out mechanisms.
To protect your privacy and security, we may verify your identity before responding to a request. We may be unable to delete information that is required for completed transactions, legal compliance, tax records, fraud prevention, security, or dispute resolution.
Data Security
We use reasonable technical, administrative, and organizational safeguards designed to protect personal information against unauthorized access, disclosure, alteration, misuse, or loss. These safeguards may include access controls, secure payment processing through Razorpay, limited internal access, system monitoring, and vendor controls.
No website, internet transmission, storage system, or electronic communication method is completely secure. You are responsible for using secure devices, protecting your account and communication channels, and avoiding sharing sensitive information through unsecured means.
Children's Privacy
Our website and products are intended for general consumers and are not directed at children. We do not knowingly collect personal information from children without appropriate consent from a parent or guardian where required by applicable law. If you believe a child has provided us personal information without proper consent, please contact us so we can review and take appropriate action.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website, technology, service providers, legal requirements, or privacy practices. The updated version will be posted on this page with the effective date shown above where available.
Your continued use of our website or services after an updated Privacy Policy is posted means you acknowledge the revised policy. We encourage you to review this page periodically.
Contact Information
If you have questions about this Privacy Policy, our privacy practices, or want to access, correct, or request deletion of your personal information, you may contact VALOUR using the details below.
Contact details for VALOUR are available through the official website and active customer support channels displayed on the store.