1. Introduction

Lugzo Technologies ("Lugzo", "we", "us", or "our") operates the luggage storage platform accessible at lugzo.in and associated mobile applications. This Privacy Policy outlines our practices regarding the collection, storage, processing, and protection of personal data in compliance with the Information Technology Act, 2000, IT Rules 2011, and the Digital Personal Data Protection Act, 2023 (DPDPA).

2. Information We Collect

A. Personal Identification Data: Full name, mobile telephone number, email address, and account credentials used for one-time password (OTP) verification.

B. Booking & Custody Verification Data: Luggage type, check-in and pick-up timestamps, unique tamper-evident seal serial numbers, and intake/release bag photographs taken by our verified partner staff to record physical custody.

C. Payment Information: Payment transactions are processed securely via RBI-licensed payment aggregators (e.g., Razorpay). Lugzo does not store complete credit/debit card numbers or UPI MPINs on its servers.

D. Geolocation & Technical Data: Device IP address, browser type, operating system, and approximate or precise GPS coordinates (with your permission) used solely to locate nearby cloakrooms and calculate transit distances.

3. Purpose of Processing

We collect and process your information exclusively for legitimate operational purposes:

Facilitating luggage check-in, storage reservations, and authorized pick-up verification.
Maintaining immutable photo and seal custody records to protect against loss, damage, or dispute.
Authenticating users with one-time codes (currently sent by email).
Processing booking payments, refunds, and cancellations.
Responding to user customer support queries and emergency support requests.
Complying with statutory laws and lawful directives from law enforcement authorities in India.

4. Data Sharing & Third Parties

Lugzo never sells, rents, or monetizes your personal data. Data is shared strictly on a need-to-know basis with:

Verified Storage Partners: Only booking ID, traveler name, baggage count, and custody confirmation photos necessary to fulfill the service.
Payment Gateways: Razorpay Software Private Limited for PCI-DSS compliant payment processing.
Communication Providers: email delivery providers for one-time codes and booking notifications. If we add SMS or WhatsApp notifications, the providers will be listed here before they go live.
Legal Authorities: Where mandated by Indian statutory laws, court subpoenas, or national security regulations.

5. Data Security & Storage

All data transmitted to and from Lugzo is encrypted using TLS 1.3/HTTPS. Database stores are protected with access controls, parameterized queries, and rigorous audit logging. Custody photo records are retained for a minimum of 90 days after checkout to resolve any disputes, after which they are securely archived or expunged.

6. Your Rights

Under applicable Indian privacy regulations, you have the right to request access to your stored booking data, correct inaccurate personal details, and request deletion of your account, subject to statutory retention requirements for financial and security audits.

7. Grievance Redressal & Contact Officer

In accordance with the Information Technology Act, 2000 and rules made thereunder, the contact details of the Grievance Officer are provided below:

Officer: Grievance Officer, Lugzo Technologies

Email: [email protected]

General Support: [email protected]