Privacy Policy

1. Introduction

Welcome to OneNest ("OneNest", "we", "us", or "our").

OneNest is a laundry pickup and delivery service that allows customers to create an account, book laundry services, manage pickup and delivery locations, manage orders, use available subscription plans, and communicate with our customer support team through the OneNest mobile application ("App") and related services.

This Privacy Policy explains how OneNest collects, uses, stores, protects, and shares information when you use the OneNest mobile application, website, and related services.

By accessing or using OneNest services, you acknowledge that you have read and understood this Privacy Policy.

If you do not agree with this Privacy Policy, please do not use the OneNest App or services.

2. Information We Collect

We collect information that is reasonably necessary to provide, maintain, secure, and improve our services.

Depending on how you use OneNest, we may collect the following information.

2.1 Account Information

When you create or use a OneNest account, we may collect:

• Full name
• Mobile phone number
• Email address, if provided
• Account information
• OTP verification status
• Account status
• Information you provide when contacting customer support

Your mobile phone number may be used to create your account, verify your identity, authenticate your account, and communicate with you regarding your account and orders.

3. Address and Location Information

OneNest requires pickup and delivery location information to provide laundry pickup and delivery services.

We may collect:

• Pickup address
• Delivery address
• Address details entered by you
• Location selected through a map
• GPS/device location when you grant location permission
• Latitude and longitude coordinates associated with a selected location
• Location information required to calculate distance or support delivery operations

Location information may be used to:

• Identify your pickup location
• Identify your delivery location
• Improve address accuracy
• Calculate approximate distance
• Determine service availability
• Support pickup and delivery operations
• Help authorized delivery personnel locate the pickup or delivery address
• Provide location-based features requested by you

Location Permission

The OneNest App may request access to your device location through the Android operating system.

Location access is requested when it is required for relevant App features.

You can allow or deny location permission through your device settings.

If you deny location permission, certain location-based features may not work correctly. Where available, you may manually enter your address instead.

OneNest does not intentionally collect precise device location when the required permission has not been granted.

4. Laundry Order Information

When you place a laundry order, we may collect and process information related to your order, including:

• Order number
• Selected laundry services
• Garment/service information
• Number or type of garments
• Pickup information
• Delivery information
• Special instructions
• Cleaning requirements
• Order status
• Order dates and times
• Applicable charges
• Discounts
• Subscription benefits applied to the order
• Payment status
• Customer communications relating to the order

This information is necessary to process and complete your laundry order.

5. Laundry Service Information

OneNest may provide different laundry services, such as:

• Wash & Fold
• Dry Cleaning
• Ironing
• Wash & Fold + Ironing
• Dry Cleaning + Ironing
• Shoe Cleaning
• Helmet Cleaning
• Other laundry services introduced by OneNest

We may collect information about the services selected by the customer and information required to process the order.

For Normal service, the expected turnaround time may be up to 72 hours from the applicable pickup or acceptance of the garments.

For Express service, the expected turnaround time may be up to 24 hours from the applicable pickup or acceptance of the garments.

These service timeframes are operational service information and are not used for any unrelated purpose.

6. Subscription Information

OneNest may offer subscription plans to customers.

A subscription may provide benefits such as discounts, special pricing, service benefits, or other benefits described in the applicable plan.

If you subscribe to a OneNest plan, we may collect and maintain:

• Subscription plan selected
• Subscription start date
• Subscription expiry date
• Subscription status
• Subscription benefits
• Subscription usage
• Discounts applied
• Subscription payment status
• Other information necessary to manage the subscription

Subscription information is used to provide and manage the benefits associated with your selected plan.

7. Payment Information

OneNest currently does not provide online payment through the mobile application for individual laundry orders or subscription plans.

Payments may be collected by an authorized OneNest delivery agent/rider using supported payment methods such as:

• Cash
• UPI
• Other payment methods supported by OneNest

We may collect or maintain information necessary to record and manage payment status, including:

• Amount payable
• Payment status
• Payment method
• Order associated with the payment
• Subscription associated with the payment, where applicable
• Payment confirmation or transaction reference, where applicable

Payment Security

Customers should verify payment details before completing a UPI payment.

OneNest does not intentionally collect or store complete payment-card numbers, CVV numbers, banking passwords, UPI PINs, or similar highly sensitive payment credentials through the App.

Customers should never provide their UPI PIN, banking password, OTP, or other authentication credentials to a OneNest employee or delivery agent.

8. OTP and Mobile Number Verification

OneNest may use third-party SMS/OTP service providers to verify mobile phone numbers and authenticate customer accounts.

When you request an OTP, we may process information such as:

• Mobile phone number
• OTP verification status
• Authentication information
• Authentication date and time
• Technical information associated with verification

OTP information is used for account authentication and security.

We do not use OTP verification codes for advertising purposes.

9. Device and Technical Information

When you use the OneNest App, certain technical information may be processed automatically by the App or by third-party services used by the App.

Depending on the technologies implemented, this may include:

• Device model
• Device manufacturer
• Operating system and version
• App version
• IP address
• Device identifiers
• Network information
• App performance information
• Error information
• Crash or diagnostic information
• Security-related information

This information may be used to:

• Maintain the App
• Diagnose technical problems
• Improve App performance
• Prevent abuse
• Maintain security
• Resolve technical issues
• Provide reliable services

10. How We Use Your Information

OneNest may use collected information for the following purposes.

10.1 Providing Our Services

• Create and manage your account
• Verify your mobile number
• Process laundry bookings
• Arrange garment pickup
• Arrange garment delivery
• Manage laundry orders
• Apply subscription benefits
• Calculate applicable charges
• Record payment status
• Provide customer support

10.2 Location and Delivery

• Confirm pickup and delivery locations
• Determine service availability
• Calculate distance
• Support delivery operations
• Help authorized delivery personnel complete orders

10.3 Communications

• OTP messages
• Account verification messages
• Order confirmations
• Pickup notifications
• Delivery notifications
• Order status updates
• Subscription-related information
• Payment-related information
• Important service announcements
• Customer support communications

10.4 Security

• Protect customer accounts
• Prevent fraud
• Detect unauthorized activity
• Investigate misuse
• Protect our systems and services

10.5 Service Improvement

• Improve the OneNest App
• Improve our services
• Troubleshoot problems
• Improve operational performance
• Develop new features

10.6 Legal Compliance

We may use information to comply with applicable laws, regulations, legal requests, court orders, and other lawful obligations.

11. How We Share Your Information

We do not sell your personal information.

We may share information when reasonably necessary to provide, maintain, protect, or legally operate our services.

11.1 Delivery Personnel

Authorized OneNest delivery personnel may receive information necessary to complete a pickup or delivery. This may include:

• Customer name
• Phone number
• Pickup address
• Delivery address
• Order information
• Relevant delivery instructions
• Information necessary to collect or confirm payment

Delivery personnel are expected to use customer information only for legitimate service-related purposes.

11.2 Service Providers

We may use trusted third-party service providers that support our operations, including providers for:

• SMS and OTP verification
• Maps and location services
• Cloud hosting
• Server infrastructure
• Database infrastructure
• Notifications
• Technical services
• Security services
• Crash reporting or diagnostics, if implemented

These providers may process information on our behalf to provide their services.

11.3 Legal Requirements

We may disclose information where reasonably necessary to:

• Comply with applicable law
• Respond to lawful government requests
• Comply with court orders
• Protect our rights
• Prevent fraud
• Investigate security incidents
• Protect customers or other persons
• Protect the security of our systems

12. Google Maps and Location Services

OneNest may use Google Maps and related Google services to provide map, address, location, and distance-related functionality.

When you use these features, relevant location or address information may be processed by Google to provide the requested functionality.

Google may process information according to its own applicable terms and privacy practices.

13. Third-Party Services

The OneNest App may use third-party services to provide certain functionality. These services may include:

• Google Maps and location services
• SMS/OTP providers
• Cloud hosting providers
• Server and database infrastructure
• Notification services
• Security services
• Technical service providers
• Other services necessary to operate the App

Third-party providers may process information according to their own privacy policies and terms.

OneNest does not control the independent privacy practices of third-party service providers.

14. Data Security

OneNest takes reasonable technical and organizational measures to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.

Security measures may include:

• Secure server infrastructure
• Authentication controls
• Access restrictions
• HTTPS/secure communication
• Restricted access to customer information
• Security monitoring
• Regular software and infrastructure maintenance

However, no internet-based service can guarantee absolute security.

Customers are also responsible for keeping their device, account, and authentication information secure.

15. Data Retention

We retain personal information only for as long as reasonably necessary for legitimate purposes, including:

• Providing our services
• Maintaining customer accounts
• Maintaining order records
• Managing subscriptions
• Maintaining payment records
• Providing customer support
• Preventing fraud
• Maintaining security
• Resolving disputes
• Accounting requirements
• Legal and regulatory compliance

When information is no longer reasonably required, we may delete, anonymize, or securely dispose of it, subject to applicable legal and operational requirements.

Some information may need to be retained for a longer period where required by law or reasonably necessary for legitimate business purposes.

16. Account and Personal Data Deletion

You may request deletion of your OneNest account and associated personal information.

Where the App provides an account deletion option, you may request deletion through the App.

You may also contact OneNest customer support using the contact details provided in this Privacy Policy.

When we receive a valid account deletion request, we will take reasonable steps to delete or anonymize personal information associated with your account, subject to applicable law and legitimate retention requirements.

Certain information may be retained when necessary for:

• Legal compliance
• Accounting or financial records
• Fraud prevention
• Security
• Dispute resolution
• Enforcement of legal rights
• Other legitimate legal requirements

Deleting your account may permanently remove access to:

• Your OneNest account
• Order history
• Subscription information
• Saved addresses
• Other account-related information

17. Your Privacy Choices and Rights

Depending on applicable law, you may have rights regarding your personal information. These may include the ability to:

• Request access to certain personal information
• Request correction of inaccurate information
• Request deletion of your account
• Request correction of account information
• Withdraw certain device permissions
• Ask questions about how your information is handled
• Submit a privacy-related complaint

You can control certain permissions through your device settings (for example, enabling or disabling location permission through Android settings).

18. Children's Privacy

OneNest is not specifically designed for children.

We do not knowingly collect personal information from children in violation of applicable law.

If you believe that a child has provided personal information to OneNest without appropriate authorization, please contact us.

If we become aware that we have collected personal information from a child in circumstances where such collection is not permitted, we will take reasonable steps to delete the information.

19. Service-Related Communications

We may communicate with you regarding:

• Account verification
• OTP authentication
• Laundry orders
• Pickup
• Delivery
• Subscription plans
• Payment status
• Customer support
• Important service changes
• Security matters

Some service-related communications are necessary to provide the services you request.

20. Cookies and Website Technologies

Our website may use cookies or similar technologies where necessary for:

• Website functionality
• Security
• Performance
• Preferences
• Authentication
• Other legitimate website purposes

The use of cookies may vary depending on the features implemented on our website. You may be able to control cookies through your browser settings.

The OneNest mobile application may use technologies that perform functions similar to cookies for authentication, preferences, security, or technical operation.

21. Marketing and Advertising

OneNest does not sell customer personal information to advertisers.

If OneNest introduces advertising, marketing, analytics, or promotional technologies in the future, this Privacy Policy may be updated to describe the applicable practices where required.

We may send service-related communications that are necessary for operating your account or fulfilling your orders.

Where required by applicable law, marketing communications will provide appropriate choices for managing such communications.

22. International Data Processing

Some third-party service providers used by OneNest may process information on servers located outside India.

Where personal information is processed outside India, we will take reasonable steps to use appropriate service providers and safeguards consistent with applicable legal requirements.

23. Data Breaches and Security Incidents

If OneNest becomes aware of a security incident involving personal information, we will take reasonable steps to investigate, contain, and address the incident.

Where notification is required under applicable law, we will provide the required notifications to the relevant authorities or affected individuals.

24. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes to our services
• New App features
• Changes in technology
• Changes in third-party services
• Changes in applicable law
• Changes in our privacy practices

When we update this Privacy Policy, we will change the "Last Updated" date shown at the top of this page.

We encourage you to review this Privacy Policy periodically.

25. Contact Us

If you have questions, requests, complaints, or concerns about this Privacy Policy or how OneNest handles your information, please contact us.

26. Acceptance

By creating an account, accessing the OneNest App, or using OneNest services, you acknowledge that you have read and understood this Privacy Policy.

Your use of OneNest services is also subject to the applicable OneNest Terms & Conditions / Laundry Service Policy.