Privacy Policy

Last updated: 31 October 2026

This policy applies to LAO Groceries — the website www.laogroceries.in and the LAO app — operated by ETI TECH PRIVATE LIMITED (CIN: U47912MP2026PTC087197), referred to here as “LAO”, “we”, “us” or “our”.

This policy explains what personal information we collect when you use LAO, why we collect it, who we share it with and the choices you have. We process personal data in line with the Digital Personal Data Protection Act, 2023 and other applicable Indian law. By creating an account or placing an order you agree to this policy.

1. Information we collect

Information you give us

• Account details — your mobile number (used to sign in with a one-time code; we do not use passwords) and your name.
• Delivery addresses — address lines, locality, landmark, city, state and PIN code, the recipient’s name and phone number, and the address label you choose (for example “Home”).
• Orders — the items you buy, prices, fees, delivery or pickup choice, order status, cancellations and refunds.
• Support messages — what you tell us when you contact customer support, including photos you send about an order.

Information collected automatically

• Location — with your permission, your device’s location, to find your address and check that we deliver there. You can turn this off in your device settings and type your address instead.
• Device and usage information — device type, operating system, app version, and a notification token if you allow notifications; and technical data such as a scrambled (hashed) form of your IP address, which we use to prevent misuse of sign-in codes.
• Stored on your device — the app and website keep your sign-in session, cart, language and saved locations on your device so you stay signed in and your cart is kept.
• Website visits — on our website (not in the Android app), Google Analytics uses cookies to count visits: the pages you open, the website or search that brought you, your browser and device type, your approximate area (city level) and how long you stay. It does not receive your name, phone number, addresses or orders, and we look at it only as totals. You can block these cookies in your browser’s settings or with Google’s opt-out add-on.

Payment information

Online payments are processed by our payment partner (Razorpay). Your card, UPI or bank details are entered with and handled by them; we do not see or store your full card number, CVV or UPI PIN. We receive and keep the payment status, amount, method and transaction reference.

2. How we use your information

• to create and secure your account, and to sign you in with one-time codes;
• to take, pack, deliver and support your orders, including calling you about a delivery;
• to process payments, refunds and cash-on-delivery collections;
• to send order updates by SMS or app notification;
• to answer your questions and resolve complaints;
• to prevent fraud and misuse, and to keep the service secure;
• to understand what customers buy in each area and how our website is used, so we can stock the right products and improve the service;
• to send you offers, only if you have not opted out (you can opt out at any time); and
• to meet legal, tax and accounting obligations.

3. Sharing your information

We do not sell your personal information. We share only what each party needs:

• Delivery partners — your name, phone number, delivery address and location, to deliver your order.
• Partner stores — the items in your order, to pack it.
• Payment partners (such as Razorpay) — to process payments and refunds.
• Service providers who work on our behalf under contract — our SMS provider (to send sign-in codes and order updates), cloud hosting and database providers, Google Firebase (to deliver app notifications) and Google Analytics (to count visits to our website).
• Authorities — when required by law, court order or government request, or to protect the rights and safety of our customers, staff and partners.
• A successor business — if ETI TECH PRIVATE LIMITED is merged or acquired, subject to this policy.

4. How long we keep your information

• Account and address details: while your account is active, and deleted or anonymised after you ask us to delete your account.
• Order and payment history: 2 years from the date of the order, then deleted or anonymised.
• Tax invoices and accounting records: only for the period Indian tax law requires, even after account deletion.
• A deleted account's phone number, as a keyed hash only: for as long as its order records are kept, to answer lawful requests.
• Sign-in codes: they expire within minutes and are not kept beyond what is needed to prevent misuse.
• Support messages: up to 2 years after the issue is closed, unless needed longer for a dispute.

5. Your rights and choices

Under the Digital Personal Data Protection Act, 2023 you can:

• ask for a summary of the personal data we hold about you and how we use it;
• correct or update your details (you can edit your name and addresses in the app);
• ask us to delete your personal data, subject to the records we must keep by law;
• withdraw consent you have given, for example for location access or offers;
• nominate a person to exercise these rights on your behalf in case of death or incapacity; and
• raise a complaint with our Grievance Officer, and then with the Data Protection Board of India.

To use any of these rights, email support@laogroceries.in from, or mentioning, your registered mobile number.

6. Deleting your account

In the app: go to Profile → Delete my account, tell us why you are leaving, and confirm with the one-time code we send to your registered mobile number. You are signed out on every device straight away, and we delete your account within 30 days. Any open order or refund is completed first.

Without the app: email support@laogroceries.in with the subject “Delete my LAO account” and your registered mobile number. We confirm the request with a one-time code sent to that number, then delete the account within 30 days.

Deleting your account removes your name, email, phone number, saved addresses, devices, cart and wishlist. Order and payment records are kept only as long as the law requires (see section 4). So that we can answer a lawful request about past orders, we keep a scrambled (keyed-hash) form of the phone number, which cannot be turned back into the number.

7. Security

We protect your information with encrypted connections (HTTPS), access controls that limit our staff and partners to the data their role needs, and short-lived sign-in codes. No system is completely secure; if a personal data breach affects you, we will inform you and the authorities as the law requires.

8. Children

LAO is meant for adults. You must be 18 or older to create an account. We do not knowingly collect personal data from children; if you believe a child has given us their data, contact us and we will delete it.

9. Where your data is stored

Our service providers may store or process data on servers in or outside India. Wherever it is processed, we require them to protect it to the standard described in this policy and as Indian law requires.

10. Changes to this policy

We may update this policy from time to time. We will show the new “Last updated” date here and, for significant changes, tell you in the app or by SMS before they take effect.

11. Contact and Grievance Officer

For any question or complaint, contact customer support at support@laogroceries.in or +91-88398-50065 / +91-99930-75757 (9 AM – 9 PM, every day).

If your complaint is not resolved, you can write to our Grievance Officer. We acknowledge every complaint within 48 hours and aim to resolve it within one month of receiving it.