Privacy policy
What we collect, why, who sees it, how long we keep it, and your rights.
Version 2026-10-01
1. Who we are
Hemmo Home Services (“Hemmo”, “we”) runs the Hemmo website and apps for appliance repair and, through Hemmo Care, household help. We decide why and how your personal data is processed, so we are the Data Fiduciary under the Digital Personal Data Protection Act, 2023 (DPDP Act).
2. What we collect
- Account: name, mobile number, email (optional), sign-in method and the versions of these terms you accepted.
- Household: property addresses, PG or society details, appliances (brand, model, purchase date, warranty), household members you invite and the on-site contact for a visit.
- Bookings and Hemmo Care hires: what you booked, dates, quotes, photos of the diagnosis and the finished work, ratings, reviews and attendance.
- Payments: invoices, payment status and references from our payment gateway. We never see or store your full card or bank details.
- Technicians and care workers: identity, skills, service area, working hours, verification documents (ID, police verification, references), payout account (stored encrypted, shown masked) and PAN for TDS.
- Location: a technician’s live location only while travelling to and at your booking, so you can see the arrival time.
- Support: tickets, messages and attachments you send us.
- Technical: device push token, sign-in sessions and security logs (for example failed code attempts).
3. Why we use it
- To provide the service you ask for: matching a verified technician or worker, scheduling, quotes, payment, invoices, warranty and service history.
- To keep people safe: verifying partners, the start code at arrival, fraud and abuse checks, and resolving complaints.
- To meet legal duties: GST and income-tax records, TDS on partner payouts, and requests from authorities where the law requires.
- To remind you about servicing you are due for. Marketing messages are sent only if you opt in, and you can opt out at any time.
4. Who can see it
- The technician or worker assigned to your job sees what they need for it: the on-site contact, address and job details. They do not see your payment details.
- Household members you invite see that property’s bookings and records according to the role you give them.
- Our service providers process data on our behalf: cloud hosting and storage (AWS, India region), SMS and email delivery, the payment gateway (Razorpay) and the payout provider.
- Hemmo staff see data only as their role needs (operations, finance or support), and every staff action on your records is logged.
- We do not sell personal data.
5. How long we keep it
| Data | Kept |
|---|---|
| Account, properties, appliances, bookings | While your account is active; anonymised when you delete it |
| Invoices, payments, refunds, payouts, tax records | 8 years, as tax law requires (your name is replaced with “Deleted user” after deletion) |
| Partner verification documents | While the partner is active, then 3 years for disputes |
| Consent records | 8 years after the account ends, as proof of consent |
| Sign-in codes | 5 minutes |
| Backups | Up to 14 days, so deletions reach backups within that time |
6. Your rights
- Access and export: download a copy of your data from Account → Privacy in the app.
- Correction: edit your profile, properties and appliances in the app, or ask support.
- Deletion: delete your account from Account → Privacy (we confirm with a code sent to your phone). Records the law requires us to keep are kept, without your name.
- Withdraw consent: you can withdraw marketing consent at any time; withdrawing consent needed for the service means we can no longer provide it.
- Nominate someone to exercise these rights for you in case of death or incapacity, by writing to us.
- Grievance: contact our Grievance Officer below. If you are not satisfied, you may complain to the Data Protection Board of India.
7. Security
Data is encrypted in transit; payout account details are encrypted at rest; staff access is limited by role and logged; sign-in uses one-time codes with limits on attempts. No system is perfectly secure: if a breach affects you, we will tell you and the Data Protection Board as the DPDP Act requires.
8. Children
Hemmo accounts are for adults (18+). Details about a child you add for a nanny hire are used only to arrange that care and are visible only to the worker you hire.
9. Contact and Grievance Officer
Email support@hemmo.in or call 1800-000-349. Grievance Officer: name and address to be published before launch. We reply within 7 days and resolve within 30 days.
10. Changes
When this policy changes in a way that matters, we update the version above and ask you to review and accept it the next time you use the app.