Bookord Privacy Notice

1. Introduction

Welcome to Bookord.

At Bookord (“Bookord”, “we”, “our”, or “us”), we respect your privacy and are committed to protecting your Personal Data. We recognize the importance of maintaining the confidentiality, integrity and security of the information entrusted to us and are committed to processing such information responsibly, transparently and in accordance with applicable law.

This Privacy Notice explains how Bookord collects, receives, uses, stores, transfers, retains and otherwise processes your Personal Data when you access or use our website, mobile applications, products, services, marketplace, AI-powered facilities, communication channels and any other platform or online property (“Services”).

This Privacy Notice also explains:

• the categories of Personal Data we collect;
• how and why we process your Personal Data;
• when we may share your Personal Data with third parties;
• the measures we adopt to safeguard your Personal Data;
• how long we retain your Personal Data; and
• the rights available to you under applicable law and the manner in which you may exercise those rights.

This Privacy Notice applies to all users of the Services, including visitors, registered users, customers, Business Partners, and other individuals whose Personal Data is processed by Bookord in connection with the Services.

Please read this Privacy Notice carefully together with our Terms of Use, Terms of Service and any other policies made available through the Services. By accessing or using the Services, or by providing your Personal Data where your consent is required under applicable law, you acknowledge that you have read and understood this Privacy Notice.

2. Definitions

For the purposes of this Privacy Notice, the following terms shall have the meanings assigned below unless the context otherwise requires:

• “Applicable Law” means all applicable laws, rules, regulations, governmental notifications, directions and judicial or regulatory requirements relating to privacy, data protection, information technology and cybersecurity, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000 and the rules framed thereunder, as amended from time to time.
• “Bookord”, “we”, “our” or “us” means Bookord and its affiliates, subsidiaries and authorised representatives, as applicable.
• “Business Partner” means any merchant, seller, service provider, professional, organisation or other business entity that uses the Services to offer products or services to users.
• “Client” means any individual who accesses or uses the Services to search for businesses, book appointments, purchase products or services, communicate with Business Partners or otherwise interact with the Services.
• “Personal Data” shall have the meaning assigned to it under Applicable Law and includes any data about an individual who is identifiable by or in relation to such data.
• “Services” means the website, mobile application, software, AI-powered features, APIs, platforms and other products or services made available by Bookord from time to time.
• “Privacy Notice” means this Privacy Notice, as amended from time to time.
• “Services” means the website, mobile application, software applications, APIs, AI-powered features (including the AI Receptionist), communication tools, booking platform, marketplace functionalities, products and all other services, features and technologies made available by Bookord from time to time.

3. Scope and Applicability

This Privacy Notice describes how Bookord collects, uses, stores, discloses, transfers and otherwise processes Personal Data in connection with the Services. It also explains the rights available to individuals under Applicable Law and the choices available in relation to the processing of their Personal Data.

This Privacy Notice applies to the processing of Personal Data relating to:

• individuals who visit or use the Bookord website, mobile application or other Services;
• Clients who search for businesses, book appointments, purchase products or services, or otherwise interact with the Services;
• Business Partners who use the Services to offer, advertise or manage their products or services;
• employees, representatives, contractors and other authorised users of Business Partners;
• individuals who communicate with Bookord through customer support, the AI Receptionist or other communication channels; and
• any other individual whose Personal Data is processed by Bookord in connection with the Services.

This Privacy Notice applies irrespective of the device or technology used to access the Services, including computers, mobile devices, tablets and other internet-enabled devices.

This Privacy Notice does not apply to:

• Personal Data processed by third-party websites, applications or services that are not owned or controlled by Bookord, even if they are accessible through the Services;
• the privacy practices of Business Partners in relation to Personal Data processed independently by them outside the Bookord platform; or
• any third-party products or services that are governed by separate privacy notices or contractual arrangements.

Where a particular Service, feature or promotion is governed by a separate privacy notice or specific terms relating to the processing of Personal Data, those terms shall prevail to the extent of any inconsistency with this Privacy Notice.

By accessing or using the Services, or by otherwise providing your Personal Data to Bookord where required under Applicable Law, you acknowledge that you have read and understood this Privacy Notice.

4. What Personal Data Do We Collect?

The Personal Data we collect depends on how you interact with Bookord, the Services you use, and the information you choose to provide. We collect only such Personal Data as is reasonably necessary for the purposes described in this Privacy Notice and in accordance with Applicable Law.

Depending on your use of the Services, we may collect the following categories of Personal Data:

Identity Information

This may include your name, date of birth, gender (where voluntarily provided), profile photograph, and other information used to identify or verify your identity.

Contact Information

This may include your mobile number, email address, postal address, billing address, delivery address and other contact details provided by you.

Account Information

When you create or use a Bookord account, we may collect information such as your username, login credentials, account preferences, authentication details, communication preferences and account settings.

Booking and Appointment Information

Where you use the Services to book or manage appointments, we may collect appointment details, booking references, preferred dates and times, service preferences, cancellation or rescheduling information, and related communications.

Transaction and Purchase Information

Where you purchase products or services through the Services, we may collect information relating to your orders, invoices, receipts, transaction history, refunds, returns and delivery details.

Payment Information

Where payments are made through the Services, we may collect payment-related information such as the payment method, transaction reference number, payment status, billing information and refund details. Bookord does not ordinarily store complete payment card information where payments are processed through authorised third-party payment service providers.

Device and Technical Information

When you access or use the Services, certain technical information may be collected automatically, including your IP address, browser type, operating system, device identifiers, application version, language settings, network information and usage logs.

Usage Information

We may collect information about how you use the Services, including pages visited, features accessed, searches performed, preferences, clickstream information and other usage analytics.

Communications Information

Where you communicate with Bookord or with Business Partners through the Services, we may collect emails, chat messages, customer support requests, call recordings (where applicable), feedback, reviews and other communications.

AI-Powered Service Information

If you interact with Bookord’s AI-powered features, including AI Receptionist services, we may process voice recordings, chat interactions, conversation transcripts, customer enquiries, AI-generated responses and related metadata to provide and improve the Services.

Information Received from Business Partners and Other Sources

We may receive Personal Data from Business Partners, payment service providers, publicly available sources, verification service providers and other lawful sources where necessary for providing the Services, preventing fraud, complying with Applicable Law or improving the accuracy and security of the Services.

You may choose not to provide certain Personal Data; however, this may limit your ability to access or use certain features or Services offered through the Bookord platform.

5. How Do We Use Your Personal Data?

Bookord uses your Personal Data to operate, maintain and improve the Services, provide products and services requested by you, communicate with you, support our Business Partners, comply with Applicable Law and protect the security and integrity of the Services.

Depending on the nature of your interaction with Bookord, we may use your Personal Data for one or more of the following purposes:

Providing the Services

We use your Personal Data to:

• create and manage your Bookord account;
• verify your identity where necessary;
• provide access to the Services;
• facilitate appointment bookings, modifications and cancellations;
• process purchases and orders;
• deliver products and services;
• provide customer support; and
• administer and manage your relationship with Bookord.

Processing Transactions

We may use your Personal Data to:

• process payments through authorised payment service providers;
• verify transactions;
• generate invoices and receipts;
• process refunds, returns and cancellations;
• maintain transaction records; and
• comply with accounting, taxation and financial reporting requirements.

Communicating with You

We may use your Personal Data to:

• verify transactions;
• provide customer support;
• send appointment confirmations and reminders;
• notify you regarding your account, bookings or purchases;
• communicate important updates relating to the Services; and
• respond to complaints or feedback.

AI-Powered Services

Where you use AI-powered features, including the AI Receptionist, we may process your Personal Data to:

• respond to enquiries;
• schedule appointments;
• facilitate communications with Business Partners;
• generate conversation transcripts where appropriate;
• improve the performance and accuracy of AI-powered features;
• investigate complaints; and
• enhance the quality and reliability of the Services.

Improving the Services

We may use your Personal Data to:

• understand how the Services are used;
• improve existing products and services;
• develop new features and functionality;
• perform analytics and internal research;
• monitor system performance; and
• improve user experience.

Where reasonably practicable, Bookord may use aggregated or anonymised information for research, analytics and service improvement.

Security and Fraud Prevention

We may use your Personal Data to:

• protect user accounts;
• detect and prevent fraud, abuse and unauthorised access;
• investigate security incidents;
• protect the rights, property and safety of Bookord, its users and Business Partners; and
• maintain the security and integrity of the Services

Compliance with Applicable Law

We may process your Personal Data where necessary to:

• comply with Applicable Law;
• respond to lawful requests from courts, regulatory authorities and law enforcement agencies;
• enforce our Terms of Use and other contractual arrangements;
• establish, exercise or defend legal claims; and
• fulfil other legal or regulatory obligations applicable to Bookord.

Marketing and Promotional Communications

Where permitted under Applicable Law, Bookord may use your Personal Data to send information regarding new products, services, features, promotional offers, surveys, newsletters or other marketing communications.

You may opt out of receiving promotional communications at any time by following the unsubscribe instructions included in such communications or by contacting us using the details provided in this Privacy Notice.

6. AI Receptionist

Bookord offers AI-powered receptionist and virtual assistant services to enable Business Partners to efficiently manage customer interactions, appointment scheduling, enquiries and other communications through the Services.

When you interact with an AI Receptionist or other AI-powered feature provided through the Services, Bookord may process your Personal Data to facilitate such interactions, improve service quality and provide the requested Services.

Personal Data We Process

Depending on your interaction with the AI Receptionist, Bookord may process:

• your name and contact details;
• voice recordings, where applicable;
• call recordings, where permitted by Applicable Law;
• chat messages and conversation history;
• appointment requests and booking details;
• customer enquiries and support requests;
• information voluntarily shared by you during the interaction; and
• technical and communication metadata, including the date, time and duration of the interaction.

How We Use This Information

Bookord may process the above information to:

• answer customer enquiries;
• schedule, modify or cancel appointments;
• facilitate communication between users and Business Partners;
• generate conversation transcripts where required for service delivery;
• appointment requests and booking details;
• improve the quality, accuracy and efficiency of AI-powered Services;
• monitor system performance and reliability;
• investigate complaints, disputes or suspected misuse of the Services;
• maintain appropriate business records; and
• comply with Applicable Law.

Human Review

Although the AI Receptionist is designed to automate customer interactions, certain communications may be reviewed by authorised personnel of Bookord or the relevant Business Partner where reasonably necessary for quality assurance, customer support, technical troubleshooting, security, dispute resolution or compliance with Applicable Law.

Access to such information is restricted to personnel who require it for the performance of their authorised responsibilities.

Sharing of Information

Where necessary to provide the requested Services, information processed through the AI Receptionist may be shared with:

• the relevant Business Partner;
• technology and cloud service providers engaged by Bookord;
• communication and telephony service providers;
• customer support service providers; and
• governmental, regulatory or law enforcement authorities where disclosure is required under Applicable Law.

Bookord requires its service providers to process Personal Data only for authorised purposes and subject to appropriate contractual and security obligations.

AI Limitations

The AI Receptionist is intended to assist users and Business Partners by automating routine communications and administrative tasks. While Bookord continuously seeks to improve the performance of its AI-powered Services, AI-generated responses may occasionally be incomplete or inaccurate.

Users should exercise their own judgment before relying solely on AI-generated responses, particularly where professional, financial, legal or medical advice is involved.

Your Choices

Where required under Applicable Law, Bookord will provide appropriate notice before recording calls or processing information through AI-powered Services.

Where alternative communication channels are made available by Bookord or the relevant Business Partner, users may choose to use such channels instead of interacting with the AI Receptionist.

7. Booking Appointments

Bookord enables users to search for Business Partners and book, modify, reschedule or cancel appointments through the Services. To facilitate these services, Bookord processes Personal Data necessary to manage the appointment lifecycle and enable effective communication between users and the relevant Business Partners.

Booking Information

When you book an appointment through the Services, Bookord may process information relating to:

• the selected Business Partner;
• the requested product or service;
• the preferred date and time of the appointment;
• booking references;
• special requests or instructions voluntarily provided by you; and
• communications relating to the appointment.

Sharing with Business Partners

To enable the relevant Business Partner to provide the requested services, Bookord may share Personal Data reasonably necessary for:

• confirming appointments
• scheduling or rescheduling appointments;
• communicating appointment-related updates;
• providing the requested products or services;
• responding to enquiries; and
• resolving issues relating to the appointment.

Business Partners process such Personal Data independently in accordance with their own privacy practices and Applicable Law. We encourage users to review the privacy notices of the relevant Business Partners where appropriate.

Appointment Notifications

Bookord may send communications relating to your appointment, including:

• booking confirmations;
• appointment reminders;
• rescheduling or cancellation notifications;
• requests for additional information necessary to facilitate the appointment; and
• post-appointment communications relating to customer support, feedback or service administration.

These communications are service-related communications and may be sent even if you have opted out of receiving promotional communications.

Appointment History

Bookord may maintain records of your appointments to:

• enable users to access previous bookings;
• facilitate repeat bookings;
• assist with customer support;
• resolve disputes;
• comply with Applicable Law; and
• improve the quality and efficiency of the Services.

Appointment records are retained only for as long as reasonably necessary for these purposes or as otherwise required or permitted under Applicable Law.

Cancellations and Rescheduling

Where an appointment is cancelled or rescheduled, Bookord may process the information necessary to update booking records, notify the relevant Business Partner, administer any applicable refund or cancellation process and maintain appropriate records of the transaction

8. Purchasing Products

Bookord enables users to discover, purchase and, where applicable, arrange for the delivery of products offered by Business Partners through the Services. In connection with these transactions, Bookord processes Personal Data necessary to facilitate purchases, coordinate with Business Partners and provide customer support

Order Processing

When you place an order through the Services, Bookord may process information necessary to:

• verify and confirm your order;
• communicate with you regarding your purchase;
• coordinate with the relevant Business Partner;
• facilitate payment processing;
• arrange shipment or delivery, where applicable; and
• provide customer support relating to your order.

Sharing with Business Partners and Service Providers

To fulfil your order, Bookord may share relevant Personal Data with:

• the Business Partner from whom you have chosen to purchase the product;
• authorised payment service providers;
• delivery and logistics partners, where applicable; and
• other service providers engaged by Bookord for the purpose of processing and administering your order.

Bookord shares only such Personal Data as is reasonably necessary for the fulfilment of your order and requires its service providers to process such information in accordance with Applicable Law and appropriate contractual obligations.

Delivery of Products

Where products are delivered through third-party logistics providers, Bookord may share your name, contact details, delivery address and other information reasonably necessary to facilitate dispatch, shipment tracking, scheduling and delivery.

The processing of Personal Data by logistics providers shall also be subject to their respective privacy practices.

Returns, Refunds and Cancellations

Where you request the cancellation of an order, return of a product or refund, Bookord may process the information necessary to:

• verify the request;
• communicate with the relevant Business Partner;
• process refunds or replacements;
• investigate disputes or complaints;
• prevent fraudulent transactions; and
• maintain appropriate business and financial records.

Reviews and Ratings

Following the completion of a purchase, Bookord may invite you to provide reviews, ratings or feedback regarding the product or the relevant Business Partner.

Reviews and ratings submitted by you may be displayed through the Services in accordance with our Terms of Use. Users are requested not to include confidential or unnecessary Personal Data in publicly visible reviews or comments.

Order History

Bookord may retain information relating to your purchases and transaction history to:

• provide access to previous orders;
• facilitate repeat purchases;
• provide customer support;
• resolve disputes;
• comply with Applicable Law; and
• improve the Services.

Order records shall be retained only for as long as reasonably necessary for these purposes or as otherwise required or permitted under Applicable Law

9. Community Listings

Bookord may maintain Community Listings to help users discover businesses, professionals, products and services available through the Services. These listings are intended to improve the accessibility of information and assist users in making informed decisions.

Information Included in Community Listings

Community Listings may include business-related information such as:

• business name;
• business address;
• contact details intended for business communications;
• website and social media links;
• business descriptions;
• operating hours;
• products and services offered;
• photographs, logos and other business-related content;
• customer ratings and reviews; and
• other information lawfully provided to Bookord or obtained from publicly available sources.

Sources of Information

Information displayed in Community Listings may be:

• provided directly by the relevant Business Partner;
• submitted by authorised representatives of the business;
• obtained from publicly available and lawful sources;
• contributed by users through reviews, ratings or feedback; or
• generated through a combination of the above sources.

Bookord may take reasonable steps to verify the accuracy of Community Listings but does not guarantee that all information will always be complete, accurate or up to date.

Business Owner Requests

If you are the owner or authorised representative of a business featured in a Community Listing, you may contact Bookord to:

• claim your business profile;
• update or correct business information;
• request the removal of inaccurate information;
• provide additional business details; or
• report unauthorised or misleading content.

Bookord may require reasonable verification before acting on such requests.

User-Contributed Content

Users may be permitted to submit ratings, reviews, photographs or other content relating to businesses listed on the Services.

By submitting such content, you represent that:

• the information provided is true and accurate to the best of your knowledge;
• you have the necessary rights to submit such content; and
• your submission does not infringe the rights of any third party or violate Applicable Law.

Bookord reserves the right, but is not obligated, to review, moderate, edit or remove user-contributed content that violates its Terms of Use, Applicable Law or community standards.

No Endorsement

The inclusion of a business, product or service in a Community Listing does not constitute an endorsement, recommendation or guarantee by Bookord regarding the quality, suitability or availability of such business, product or service.

Users should exercise their own judgment before relying upon information contained in Community Listings or engaging with any Business Partner.

10. If You Are a Client

If you use the Services to search for businesses, book appointments, purchase products or services, communicate with Business Partners, or otherwise interact with the Bookord platform, Bookord will process your Personal Data in accordance with this Privacy Notice and Applicable Law.

Your Relationship with Bookord

• Bookord provides a technology platform that facilitates interactions between Clients and Business Partners. While Bookord enables these interactions, the products and services available through the Services are generally provided by independent Business Partners unless expressly stated otherwise.

Sharing Your Personal Data

• To enable the Services requested by you, Bookord may share relevant Personal Data with the Business Partner selected by you. Such information may be shared for purposes including:
• processing bookings and appointments;
• fulfilling orders for products or services;
• responding to enquiries;
• providing customer support;
• processing payments, refunds or cancellations;
• facilitating communications between you and the Business Partner; and
• complying with Applicable Law.
• Bookord shares only such Personal Data as is reasonably necessary for these purposes.

Communications

• Where you interact with a Business Partner through the Services, communications may be facilitated or managed through the Bookord platform. Bookord may process such communications for service administration, customer support, quality assurance, dispute resolution and compliance with Applicable Law.
• Reviews and Feedback
• Following your interaction with a Business Partner, Bookord may invite you to submit ratings, reviews or feedback regarding your experience.
• Reviews and feedback submitted by you may be published through the Services in accordance with our Terms of Use and moderation policies. You should avoid including confidential or unnecessary Personal Data in publicly visible reviews or comments.

Your Responsibilities

• When using the Services, you are responsible for:
• providing accurate and up-to-date information;
• maintaining the confidentiality of your account credentials;
• ensuring that information submitted through the Services does not infringe the rights of any third party;
• using the Services in accordance with our Terms of Use and Applicable Law; and
• notifying Bookord if you become aware of any unauthorised access to your account or misuse of your Personal Data.
• Bookord reserves the right to suspend or restrict access to the Services where necessary to protect the security, integrity or lawful operation of the platform or to comply with Applicable Law.

11. If You Work for a Partner

If you are an employee, contractor, representative or other authorised user of a Business Partner using the Services on behalf of such Business Partner, Bookord may process your Personal Data to provide and administer the Services.

Personal Data We Process

Depending on your role and use of the Services, Bookord may process information including:

• • your name;
• • business contact details;
• • job title or designation;
• • account credentials;
• • role-based permissions and access rights;
• • communications made through the Services;
• • appointment and customer management activities;
• • transaction records; and
• • other information reasonably necessary for administering the Services.

How We Use This Information

Bookord may process your Personal Data to:

• • create and manage user accounts;
• • authenticate authorised users; •
• administer Business Partner accounts; •
• facilitate customer interactions; •
• manage appointments and orders; •
• provide technical and customer support; •
• maintain security and prevent unauthorised access; •
• monitor system performance; •
• investigate misuse of the Services; and •
• comply with Applicable Law.

Information Provided by Your Employer

Your employer or the Business Partner with whom you are associated may provide Bookord with your Personal Data to enable you to access and use the Services.

The Business Partner is responsible for ensuring that it has the necessary authority to provide such Personal Data to Bookord and to authorise your use of the Services.

Business Partner Administration

Authorised administrators of the Business Partner may have access to information relating to your use of the Services, including account activity, communications, appointments, orders and other operational information, to the extent necessary for administering the Business Partner’s account.

Your Responsibilities

If you access the Services on behalf of a Business Partner, you are responsible for:

• maintaining the confidentiality of your account credentials;
• ensuring that information entered into the Services is accurate;
• using the Services only for authorised business purposes;
• complying with the Business Partner’s internal policies and Applicable Law; and
• promptly reporting any unauthorised access, suspected security incident or misuse of the Services.

Cessation of Access

If your association with a Business Partner ends or your access to the Services is withdrawn, Bookord may suspend, restrict or deactivate your account in accordance with instructions received from the relevant Business Partner or as otherwise required for security, operational or legal reasons.

Bookord may continue to retain certain information relating to your use of the Services where required for business records, security, dispute resolution or compliance with Applicable Law.

12. Partner Responsibilities

Business Partners using the Services are responsible for ensuring that their collection, use and disclosure of Personal Data complies with Applicable Law and the terms governing their use of the Services.

Without limiting any other obligations applicable to Business Partners, each Business Partner is responsible for:

Providing Accurate Information

Ensuring that the information provided to Bookord, including business details, contact information, product and service descriptions, pricing, operating hours and other business-related information, is accurate, complete and kept up to date.

Lawful Collection and Sharing of Personal Data

Ensuring that any Personal Data shared with Bookord has been collected and disclosed lawfully and that the Business Partner has the necessary authority or permissions required under Applicable Law to provide such information for the purposes of using the Services.

Maintaining Appropriate Security Measures

Implementing reasonable administrative, technical and organisational measures to protect Personal Data under its control against unauthorised access, disclosure, alteration, misuse or loss.

Managing Authorised Users

Ensuring that only authorised employees, representatives and contractors are granted access to the Services and that appropriate internal controls are maintained for user accounts, passwords and access permissions.

Business Partners should promptly notify Bookord if they become aware of any unauthorised access to Partner accounts or any suspected compromise of account credentials.

Customer Communications

Where Business Partners communicate with customers through the Services, they are responsible for ensuring that such communications comply with Applicable Law and do not contain misleading, unlawful or inappropriate content.

Compliance with Applicable Law

Business Partners remain responsible for complying with all Applicable Laws relating to their business operations, products, services, customer interactions and the processing of Personal Data undertaken by them.

Cooperation with Bookord

Business Partners agree to reasonably cooperate with Bookord in responding to customer enquiries, resolving complaints, investigating security incidents and complying with lawful requests received from regulatory authorities or law enforcement agencies.

Independent Responsibility

Nothing in this Privacy Notice shall be construed as transferring the legal responsibilities of a Business Partner to Bookord or limiting Bookord’s own obligations under Applicable Law. Each party shall remain responsible for complying with the legal obligations applicable to its respective activities and the Personal Data processed by it.

13. Who Do We Share Your Personal Data With?

Bookord does not sell your Personal Data. We may share your Personal Data only where it is reasonably necessary for providing the Services, complying with Applicable Law, protecting our legitimate business interests, or for other purposes described in this Privacy Notice.

Depending on the Services you use, your Personal Data may be shared with the following categories of recipients:

Business Partners

We may share your Personal Data with the relevant Business Partner to facilitate:

• appointment bookings;
• purchase of products or services;
• customer support;
• order fulfilment;
• payment confirmation;
• cancellations, refunds and rescheduling; and
• other services requested by you.

Business Partners process Personal Data in accordance with their own privacy practices and Applicable Law.

Service Providers

Bookord engages third-party service providers to assist in operating the Services. These service providers may process Personal Data on our behalf for purposes including:

• cloud hosting and infrastructure;
• data storage and backup;
• customer support;
• communication services;
• analytics;
• security monitoring;
• identity verification;
• software development and maintenance; and
• other operational support services.

Such service providers are authorised to process Personal Data only for the purposes for which they are engaged and are required to maintain appropriate confidentiality and security measures.

Payment Service Providers

Where payments are processed through the Services, relevant transaction information may be shared with authorised payment service providers, banks and financial institutions for payment processing, fraud prevention, refunds and compliance with applicable financial regulations.

Bookord does not ordinarily store complete payment card information where payments are processed directly by authorised payment service providers.

Delivery and Logistics Partners

Where products are delivered through third-party logistics providers, Bookord may share information reasonably necessary to facilitate packaging, dispatch, shipment tracking and delivery.

AI and Technology Service Providers

Where AI-powered features are used, Bookord may engage technology providers, cloud infrastructure providers and other service providers to support the operation, maintenance and improvement of AI-powered Services.

Professional Advisers

Bookord may share Personal Data with its professional advisers, including legal counsel, auditors, accountants and consultants, where such disclosure is reasonably necessary for obtaining professional advice, protecting Bookord’s rights or complying with Applicable Law.

Corporate Transactions

If Bookord is involved in a merger, acquisition, investment, restructuring, business transfer or sale of assets, Personal Data may be disclosed to prospective or actual purchasers, investors, lenders or their professional advisers as part of the transaction, subject to appropriate confidentiality obligations and Applicable Law.

Legal and Regulatory Authorities

Bookord may disclose Personal Data where such disclosure is required:

• under Applicable Law;
• pursuant to an order of a court or tribunal;
• in response to lawful requests from governmental, regulatory or law enforcement authorities;
• to establish, exercise or defend legal claims;
• to investigate fraud, security incidents or unlawful activities; or
• to protect the rights, property or safety of Bookord, its users, Business Partners or the public.

With Your Consent or at Your Direction

Bookord may also share your Personal Data where you have expressly authorised such disclosure or directed us to share your information with another person or organisation.

Bookord does not permit third parties receiving Personal Data from us to use such information for purposes inconsistent with the purpose for which it was disclosed or otherwise in violation of Applicable Law

14. Transfer of Personal Data

Bookord may process and store your Personal Data in India and, where necessary for the provision of the Services, may transfer or permit access to your Personal Data outside India.

Such transfers may occur where Bookord engages service providers, cloud infrastructure providers, technology partners or other authorised third parties located in different jurisdictions.

Where Personal Data is transferred outside India, Bookord shall take reasonable steps to ensure that such transfers are carried out in accordance with Applicable Law and are subject to appropriate contractual, organisational or technical safeguards, as considered reasonable having regard to the nature of the Personal Data and the purpose of the transfer.

Bookord may transfer Personal Data only to jurisdictions where such transfer is permitted under Applicable Law. If any restriction on cross-border transfer of Personal Data is notified by the Government of India, Bookord shall comply with such requirements.

By using the Services or providing your Personal Data where your consent is required under Applicable Law, you acknowledge that your Personal Data may be processed in jurisdictions outside India in accordance with this Privacy Notice.

15. Data Retention

Bookord retains Personal Data only for as long as it is reasonably necessary to fulfil the purposes described in this Privacy Notice, to provide the Services, comply with Applicable Law, resolve disputes, enforce contractual rights and obligations, or for other legitimate business purposes.

The period for which Personal Data is retained depends on several factors, including:

• the nature of the Personal Data;
• the purpose for which it was collected;
• the duration of your relationship with Bookord;
• applicable statutory or regulatory retention requirements;
• contractual obligations;
• the need to resolve disputes or enforce legal rights; and
• operational, security and business continuity requirements.

Different categories of Personal Data may therefore be retained for different periods depending on the circumstances.

Where Personal Data is no longer required for the purposes for which it was collected or where retention is no longer required or permitted under Applicable Law, Bookord will take reasonable steps to delete, erase, anonymise or otherwise securely dispose of such Personal Data in accordance with its internal retention practices.

Please note that Bookord may retain certain information for longer periods where such retention is necessary:

• to comply with Applicable Law;
• to comply with orders of courts, tribunals or governmental authorities;
• to investigate fraud, security incidents or unlawful activities;
• to establish, exercise or defend legal claims;
• to maintain business, accounting or audit records; or
• for any other purpose permitted or required under Applicable Law.

Where technically feasible and appropriate, Bookord may retain information in an aggregated or anonymised form for research, statistical analysis, service improvement and business planning, in which case such information may no longer identify any individual.

16. Information Security

Bookord recognises the importance of protecting Personal Data and has implemented reasonable technical, organisational and administrative measures designed to safeguard Personal Data against unauthorised access, use, disclosure, alteration, loss or destruction.

The security measures adopted by Bookord are intended to be appropriate having regard to the nature of the Personal Data processed, the purposes for which it is processed, the volume of data processed and the risks associated with such processing.

Such measures may include, where appropriate:

• access controls and authentication mechanisms;
• role-based access to Personal Data;
• encryption or other protective technologies for data in transit and, where appropriate, at rest;
• secure network and infrastructure management;
• monitoring of systems for unauthorised activity;
• periodic review of security practices;
• employee training and confidentiality obligations; and
• engagement of service providers that are required to maintain appropriate security standards.

Bookord periodically reviews and updates its security measures to address evolving operational requirements, technological developments and emerging security risks.

Despite the measures implemented by Bookord, no method of electronic transmission, storage or processing of information is completely secure. Accordingly, while Bookord strives to protect Personal Data, it cannot guarantee the absolute security of any information transmitted to or stored through the Services.

Users are also responsible for maintaining the confidentiality of their account credentials, using strong passwords, safeguarding devices used to access the Services and promptly notifying Bookord of any suspected unauthorised access to their account or Personal Data.

Where Bookord becomes aware of a Personal Data breach requiring action under Applicable Law, it shall take such measures as may be required under Applicable Law, including notifying the appropriate authorities or affected individuals, where required.

17. Cookies and Similar Technologies

Bookord may use cookies, pixels, web beacons, software development kits (SDKs), local storage and similar technologies (“Cookies”) to improve the functionality, performance, security and user experience of the Services.

Cookies are small text files or similar technologies that are stored on your device when you visit or use the Services. They help us recognise your device, remember your preferences and understand how the Services are used.

How We Use Cookies

Bookord may use Cookies to:

• enable the proper functioning of the Services;
• maintain user sessions and authentication;
• remember user preferences and settings;
• improve the performance and functionality of the Services;
• analyse usage patterns and user interactions;
• detect and prevent fraud, abuse and security incidents; and
• support customer service and troubleshooting.

Types of Cookies

Depending on the Services you use, Bookord may use:

• Essential Cookies, which are necessary for the operation and security of the Services;
• Functional Cookies, which remember your preferences and enhance your user experience;
• Analytics Cookies, which help us understand how users interact with the Services and improve their performance; and
• Performance Cookies, which assist in monitoring and improving the reliability of the Services.

Bookord may also permit authorised third-party service providers to use Cookies or similar technologies for analytics, security, performance monitoring or other purposes consistent with this Privacy Notice.

Managing Cookies

Most web browsers and mobile devices allow you to manage or disable Cookies through their settings.

Please note that disabling certain Cookies may affect the availability or functionality of some features of the Services, and certain Services may not operate as intended.

For more information regarding the management of Cookies, please refer to the settings or help documentation of your browser or device.

18. Your Privacy Rights

Subject to Applicable Law, you may have certain rights in relation to your Personal Data processed by Bookord. You may exercise these rights by contacting us using the details provided in this Privacy Notice.

Bookord may take reasonable steps to verify your identity before processing any request relating to your Personal Data.

Right to Access Information

You may request information regarding the Personal Data processed by Bookord, including information relating to the processing of such Personal Data, in accordance with Applicable Law.

Right to Correction and Erasure

If you believe that your Personal Data is inaccurate, incomplete or outdated, you may request that it be corrected or updated.

You may also request the erasure of your Personal Data where such erasure is permitted under Applicable Law and where Bookord is no longer required to retain such Personal Data.

Right to Withdraw Consent

Where the processing of your Personal Data is based on your consent, you may withdraw such consent at any time.

Withdrawal of consent shall not affect the lawfulness of any processing undertaken before such withdrawal. Please note that withdrawing consent may affect Bookord’s ability to provide certain Services or features that depend upon such Personal Data.

Right to Grievance Redressal

If you have any concern or grievance regarding the processing of your Personal Data, you may contact Bookord’s Grievance Officer using the contact details provided in this Privacy Notice.

Bookord shall endeavour to address such grievances within the timelines prescribed under Applicable Law.

Right to Nominate

Where permitted under Applicable Law, you may nominate another individual to exercise your rights under the Digital Personal Data Protection Act, 2023 on your behalf in the event of your death or incapacity.

Exercising Your Rights

To exercise any of the above rights, you may contact Bookord using the contact details provided in this Privacy Notice.

Bookord may request additional information reasonably necessary to verify your identity before acting upon your request.

Bookord may decline or limit a request where permitted or required under Applicable Law, including where compliance with such request would adversely affect the rights of another person, conflict with legal obligations, or where Bookord is otherwise entitled to retain or continue processing the Personal Data.

Where you are dissatisfied with the manner in which Bookord has addressed your request or grievance, you may avail such remedies as are available under Applicable Law.

19. Children’s Privacy

Bookord’s Services are intended for individuals who are competent to enter into legally binding contracts under Applicable Law, unless a particular Service is expressly intended for children.

Bookord does not knowingly collect Personal Data from children except where such collection is permitted under Applicable Law or is necessary for providing a Service specifically intended for children with the consent or authorisation required under Applicable Law.

If Bookord becomes aware that Personal Data has been collected from a child in a manner that is inconsistent with Applicable Law or this Privacy Notice, Bookord may take appropriate steps to delete or otherwise discontinue the processing of such Personal Data, unless retention is required by Applicable Law.

If you believe that a child has provided Personal Data to Bookord without the necessary consent or authorisation, or in violation of this Privacy Notice, please contact our Grievance Officer using the contact details provided in this Privacy Notice.

Bookord may implement additional measures, including age verification or parental consent mechanisms, where required under Applicable Law or where considered appropriate having regard to the nature of the Services.

20. Third-Party Websites and Services

The Services may contain links to websites, applications, products or services operated by third parties, including Business Partners, payment service providers, social media platforms and other external service providers. Such links are provided solely for your convenience and do not imply Bookord’s endorsement, approval or recommendation of such third-party websites or services.

Any Personal Data that you provide directly to a third party, or that is collected by a third party through its website, application or services, will be governed by that third party’s own privacy notice, terms of use and applicable policies. Bookord does not control and is not responsible for the privacy practices, security measures, content or policies of any third party.

Before providing your Personal Data to any third-party website or service, we encourage you to review the applicable privacy notice and terms governing the use of that website or service.

Where third-party services are integrated into the Bookord platform to facilitate the Services, Bookord takes reasonable steps to engage service providers that are appropriate for the intended purpose. However, the operation of such third-party services remains subject to the terms and privacy practices of the respective third parties.

Bookord shall not be liable for any act, omission or default of any third-party website, application or service provider except to the extent required under Applicable Law.

21. Changes to this Privacy Notice

Bookord may revise or update this Privacy Notice from time to time to reflect changes in our business operations, the Services, technology, legal or regulatory requirements, or our data processing practices.

The revised Privacy Notice will be published through the Services and will become effective from the date specified in the updated version, unless otherwise stated.

Where required under Applicable Law or where the changes materially affect the manner in which your Personal Data is processed, Bookord may provide additional notice through appropriate means, including email, in-application notifications, website notices or other communication channels.

We encourage you to review this Privacy Notice periodically to remain informed about how Bookord collects, uses, shares and protects your Personal Data.

Your continued use of the Services after the updated Privacy Notice becomes effective shall constitute your acknowledgement of the revised Privacy Notice to the extent permitted under Applicable Law.

22. Contacting Us

If you have any questions, concerns or requests regarding this Privacy Notice or the manner in which Bookord processes your Personal Data, you may contact us using the details provided below.

You may contact us to:

• seek information regarding the processing of your Personal Data;
• request correction, updating or erasure of your Personal Data, where permitted under Applicable Law;
• withdraw your consent, where processing is based on your consent;
• submit a grievance or complaint relating to the processing of your Personal Data;
• report any suspected unauthorised use of your account or Personal Data; or
• exercise any other rights available to you under Applicable Law.

Grievance Officer

In accordance with Applicable Law, Bookord has designated a Grievance Officer to address questions, concerns and grievances relating to the processing of Personal Data.

Name:

Designation: Grievance Officer

Email:

Postal Address:

Bookord will endeavour to acknowledge and resolve grievances within the timelines prescribed under Applicable Law.

If there is any change in the above contact details, the updated information will be made available through the Services or on our website.