Privacy
Policy.

ChillUp is designed as a service marketplace that connects Customers with Buddies who offer real-world, activity-based services. Because the Platform facilitates interactions between people, we take privacy, safety, and responsible handling of personal information seriously.

We aim to collect and use personal information only for legitimate purposes connected with operating ChillUp, providing our services, verifying users, processing bookings and payments, maintaining platform safety, and complying with applicable legal requirements.

We may collect information in the following ways:

Information you provide directly

This may include your name, mobile number, email address, date of birth, profile information, photographs, activity preferences, service information, availability, and other information you choose to provide while using ChillUp.

If you register or apply as a Buddy, we may additionally collect information required for identity verification, profile review, service onboarding, payment processing, and platform safety. This may include identity documents, verification information, selfie or other verification information, payment details, UPI or bank-related information, and information provided as part of the Buddy onboarding process.

Information collected through your use of ChillUp

We may collect information relating to your use of the Platform, including booking information, selected activities, service preferences, communication within the Platform, payment and transaction information, support requests, reports, reviews, and other interactions with ChillUp.

Information from service providers and third parties

We may receive relevant information from service providers involved in identity verification, payment processing, authentication, security, analytics, communication, or other services required to operate ChillUp.

We use personal information for purposes connected with operating and improving ChillUp. These purposes may include:

• Creating and managing Customer and Buddy accounts.
• Authenticating users and providing login services.
• Verifying Buddy identities and profiles.
• Reviewing and approving Buddy applications.
• Displaying relevant profiles, activities and services.
• Enabling bookings and managing booking-related information.
• Processing payments, refunds and applicable transactions.
• Enabling in-app communication for applicable confirmed bookings.
• Providing customer and platform support.
• Handling reports, complaints and disputes.
• Preventing fraud, misuse and prohibited activity.
• Enforcing our Terms, Community Guidelines and Safety Guidelines.
• Improving platform functionality and user experience.
• Complying with applicable legal and regulatory obligations.

We may also use aggregated or anonymized information for analytics, product improvement and understanding general usage trends.

ChillUp may require Buddies to complete identity verification before their profiles are made available on the Platform. Depending on the verification method used, this may involve government-issued identity documents, selfie or face verification, Aadhaar-based verification, DigiLocker-based verification, or other verification methods supported by our authorised verification partners.

Where Aadhaar-based authentication or verification is used, the process is carried out in accordance with applicable Aadhaar laws, regulations, UIDAI requirements, and the terms applicable to the relevant verification service.

ChillUp does not intend to retain core Aadhaar biometric information, Aadhaar authentication OTP data, or raw authentication data as part of its ordinary Platform database. Where an authorised verification provider processes such information, the information is handled according to the provider's applicable security and retention requirements.

Where legally permitted and operationally necessary, ChillUp may retain limited verification results, reference information, masked information, transaction or audit records, or other evidence necessary to establish that verification was completed. We do not make government-issued identity documents publicly visible through user profiles.

Access to verification information is restricted to authorised personnel and authorised service providers who require access for identity verification, fraud prevention, safety, compliance, or related legitimate purposes.

The ChillUp website may use cookies or similar technologies to support website functionality, remember preferences, understand website usage, and improve the user experience.

Depending on the technology used, you may be able to manage certain cookie preferences through your browser or device settings. Disabling some technologies may affect certain website features.

We do not sell or rent personal information to third parties.

Information may be shared where reasonably necessary for operating ChillUp or fulfilling a legitimate purpose, including with:

• Payment gateways and payment service providers.
• Identity verification and verification service providers.
• Technology and infrastructure service providers.
• Communication and notification service providers.
• Analytics and platform-support service providers.
• Professional advisors or service providers where reasonably required.
• Government, law-enforcement or regulatory authorities where required by applicable law or lawful process.

Information may also be disclosed where reasonably necessary to protect the rights, safety, security, property, or users of ChillUp, or to investigate fraud, abuse, or prohibited activity.

ChillUp is a marketplace where Customers and Buddies may need to view relevant profile and service information to make informed booking decisions.

Information displayed through a profile may depend on the type of account, the Platform's design, and the information a user chooses or is required to provide.

Personal contact details are not intended to be publicly displayed through ChillUp profiles. Where applicable, communication between Customers and Buddies is facilitated through ChillUp's in-app communication features rather than requiring users to exchange personal phone numbers.

Users should avoid sharing unnecessary personal or sensitive information through profile fields, chat, reviews, or other public areas of the Platform.

Customers may make payments for bookings through the ChillUp Platform. Payment processing may be carried out by authorised third-party payment gateways or payment service providers.

ChillUp may receive or retain transaction-related information such as payment status, transaction reference, amount, booking information, refund status, and other information necessary to operate the Platform, provide support, maintain transaction records, and comply with applicable legal requirements.

Payment card, banking, UPI, or other sensitive payment credentials may be processed directly by the relevant payment service provider. Where such information is processed by a third party, its processing is also subject to that provider's applicable terms and privacy policy.

Customers and Buddies should not exchange personal payment credentials or make off-platform payments where ChillUp's rules require payment through the Platform.

ChillUp may use specialised third-party service providers to operate certain parts of the Platform. These may include providers for identity verification, Aadhaar or DigiLocker-based verification, payment processing, cloud infrastructure, authentication, notifications, analytics, customer support, security, and other technology services.

Such providers may process personal information on our behalf only to the extent reasonably necessary to provide their services, comply with applicable law, or fulfil another permitted purpose.

We seek to use appropriate contractual, technical, and organisational safeguards when engaging service providers that process personal information on behalf of ChillUp.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing ChillUp services, maintaining account and transaction records, processing bookings and payments, resolving disputes, preventing fraud and misuse, enforcing platform policies, and complying with applicable legal and regulatory requirements.

Different categories of information may therefore be retained for different periods. Account information, booking records, transaction records, verification records, communications, support records, and security or audit records may have different retention requirements.

Where a specific retention period is required by applicable law, regulation, payment-network requirements, tax or accounting requirements, or another legally valid obligation, we may retain the relevant information for that period.

Where information is no longer required for a legitimate purpose, we will take reasonable steps to delete, anonymise, or securely dispose of it, subject to applicable legal, regulatory, security, dispute, fraud-prevention, or record-keeping requirements.

Verification information obtained through Aadhaar-based or other identity-verification processes is handled according to applicable legal and regulatory requirements and the retention rules of the relevant authorised verification service.

We implement reasonable technical and organisational safeguards designed to protect personal information against unauthorised access, misuse, alteration, disclosure, loss, or destruction.

Personal information transmitted between the ChillUp application, website, and our authorised backend services is protected using industry-standard transport encryption, such as HTTPS/TLS, where applicable.

Personal information stored in our systems is protected using appropriate security controls and, where supported by the relevant infrastructure, encryption at rest. Access to systems and personal information is controlled through authentication, authorisation, and access-management mechanisms appropriate to the sensitivity of the information.

Sensitive verification information is subject to additional access restrictions and security controls. Where third-party verification or payment providers process information on our behalf, those providers are expected to apply appropriate security measures to the information they process.

We also maintain reasonable measures designed to detect, investigate, and respond to security incidents and unauthorised access.

However, no method of transmitting or storing information over the internet can be guaranteed to be completely secure. Users should also take reasonable steps to protect their account credentials, devices, and other information.

Subject to applicable law and regulatory requirements, you may have rights relating to your personal information, including the ability to request access, correction, updating, or deletion of certain information.

You may also request withdrawal of consent where consent is the applicable legal basis for processing. Withdrawal of consent does not necessarily affect processing that is permitted or required under applicable law.

Requests relating to personal information can be made using the contact details provided at the end of this Privacy Policy.

ChillUp is intended for individuals who are 18 years of age or older. We do not knowingly allow individuals under 18 to create or use accounts on the Platform.

If we become aware that personal information has been collected from an individual below the applicable minimum age, we will take appropriate steps in accordance with applicable law.

The ChillUp website or application may contain links to third-party websites, services, applications, or platforms.

Third-party services operate under their own terms and privacy policies. ChillUp is not responsible for the privacy practices of third-party services that are not operated or controlled by us. Users should review the privacy policies of those services before providing personal information.

We may update this Privacy Policy from time to time to reflect changes in the ChillUp Platform, our business practices, technology, or applicable legal and regulatory requirements.

When changes are made, the updated version will be published on the ChillUp website or application with a revised effective date where appropriate.

This Privacy Policy shall be governed by and interpreted in accordance with the applicable laws of the Republic of India.

If you have questions, concerns, requests, or complaints relating to privacy or the handling of personal information, you can contact us using the details below.