1. Introduction
Nav ("Nav", "we", "us" or "our") operates the Nav website, mobile applications and related services for taxi rides, car rentals and Parcel / goods delivery (together, the "Services"). This Privacy Policy explains how we collect, use, share, store and protect personal data of riders, customers, recipients of deliveries and driver-partners ("you").
This policy is published in accordance with the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023 (the "DPDP Act"), as applicable. By using the Services you acknowledge that you have read and understood this policy.
2. Information we collect
2.1 Information you give us
- Account details: name, mobile number, email address, profile photo and password or OTP credentials.
- Booking details: pickup and drop addresses, date and time, vehicle type, and for Parcel, item descriptions, sender and recipient names and phone numbers.
- Rental verification: driving licence, government-issued photo ID, and address proof for self-drive car rentals.
- Driver-partner information: driving licence, vehicle registration (RC), insurance, permit, PAN, bank account details for payouts, photograph and background-verification results.
- Payment information: UPI ID, card type and last four digits, and transaction references. Full card numbers are processed by our PCI-DSS compliant payment partners and are not stored by Nav.
- Communications: messages, ratings, reviews, complaints and support conversations, including recorded support calls where you are informed of recording.
2.2 Information collected automatically
- Location data: precise or approximate location of your device (see Section 6).
- Trip data: route, distance, duration, fare, and timestamps of each ride, rental or delivery.
- Device data: device model, operating system, app version, IP address, mobile network, language settings and unique device identifiers.
- Usage data: pages and screens viewed, features used, crash logs and performance data.
2.3 Information from others
- Details provided by another user, for example when someone books a ride for you or sends you a parcel.
- Background-verification agencies, government databases (such as licence or RC verification) for driver-partners and rental customers.
- Payment processors, banks and wallet providers confirming transactions.
- Referral partners, corporate clients and marketing partners.
3. How we use your information
- To create and manage your account and verify your identity.
- To match you with nearby drivers, calculate fares, provide navigation and enable live trip tracking.
- To process payments, issue invoices and pay driver-partners.
- To deliver rental vehicles, verify eligibility and collect or refund security deposits.
- To pick up, transport and deliver goods and provide proof of delivery.
- To provide safety features such as SOS, trip sharing, driver and vehicle verification, and incident investigation.
- To provide customer support and resolve disputes.
- To detect and prevent fraud, misuse and violations of our Terms & Conditions.
- To send booking confirmations, OTPs, trip updates and service notices by SMS, email, WhatsApp or push notification.
- To send promotional offers, where you have agreed to receive them (you can opt out at any time).
- To analyse usage, improve our Services and develop new features.
- To comply with legal obligations and respond to lawful requests from authorities.
4. Consent & legal basis
We process your personal data on the basis of your consent, which you give when you create an account, make a booking or enable permissions such as location. We may also process data for legitimate uses permitted by law, including where it is necessary to provide a service you have requested, to comply with law, to respond to medical emergencies or threats to safety, or for employment-related purposes for our staff.
You may withdraw your consent at any time by contacting us (Section 15) or deleting your account. Withdrawal does not affect processing done before withdrawal, and some Services may no longer be available to you.
5. Sharing your information
We do not sell your personal data. We share it only as described below:
| With | What and why |
|---|---|
| Drivers / riders | Riders see the driver's name, photo, vehicle number, rating and live location. Drivers see the rider's first name, pickup and drop location and rating. Phone numbers are masked where possible. |
| Parcel recipients | Recipients receive delivery status, driver details and an OTP for handover. |
| Service providers | Cloud hosting, maps and navigation, payment gateways, SMS/email providers, background-verification agencies, insurance partners and customer-support tools, bound by confidentiality obligations. |
| Corporate clients | If you ride on a business account, trip details are shared with your employer or the account owner. |
| Emergency contacts | When you use trip sharing or SOS, we share your live trip with the contacts you choose and, if needed, with emergency services. |
| Authorities | Law enforcement, courts, transport and tax authorities where required by law or to protect the safety of any person. |
| Business transfers | In a merger, acquisition or sale of assets, data may be transferred to the new owner under the same protections. |
6. Location data
Location is essential to our Services. We collect your device's location:
- Riders & customers: when the app is open and during an active trip, rental delivery or Parcel booking, to set pickup points, show nearby vehicles and track the trip.
- Driver-partners: while online on the Nav driver app, including in the background, to dispatch bookings, calculate fares and support safety.
You can turn off location permissions in your device settings, but you may then need to enter addresses manually and some features will not work. For self-drive rentals, vehicles may carry GPS devices for security, recovery and kilometre tracking during the rental period.
7. Cookies & tracking
Our website uses cookies and similar technologies to keep you signed in, remember preferences, measure traffic and improve performance. Some analytics or advertising cookies may be set by third parties. You can block or delete cookies through your browser settings; essential cookies are needed for the site to work properly.
8. Data retention
We keep personal data only for as long as needed for the purposes in this policy, then delete or anonymise it. Typically:
- Account data is kept while your account is active and for a limited period after deletion to handle disputes or refunds.
- Trip, invoice and payment records are kept for the period required under tax and accounting laws (generally up to 8 years).
- Driver-partner verification records are kept for the duration of the partnership and as required by law afterwards.
- Data needed for an ongoing investigation, legal claim or regulatory request is kept until it is resolved.
9. Data security
We use reasonable security practices including encryption in transit (HTTPS/TLS), encryption of sensitive data at rest, access controls, regular security reviews and staff confidentiality obligations. No system is completely secure; if a personal data breach occurs, we will notify affected users and the relevant authorities as required by law.
10. Your rights
Subject to applicable law, you have the right to:
- Access a summary of the personal data we hold about you and how it is processed.
- Correct, complete or update inaccurate or incomplete data.
- Erase your data when it is no longer needed, subject to legal retention requirements.
- Withdraw consent for processing based on consent.
- Opt out of marketing messages at any time.
- Nominate another person to exercise your rights in the event of death or incapacity.
- Raise a grievance with us and, if unresolved, with the Data Protection Board of India.
You can update most details in the app's profile section. For other requests, email us at the address in Section 15. We may need to verify your identity before acting on a request.
11. Children's privacy
Accounts may only be created by persons aged 18 or above. Minors may travel only when the booking is made by and under the responsibility of a parent or lawful guardian. We do not knowingly collect personal data from children without verifiable parental consent, and we do not track or target advertising at children. If you believe a child has provided us data, please contact us so we can delete it.
12. Cross-border transfers
Our servers and service providers may be located in or outside India. Where personal data is transferred outside India, we ensure it is done in accordance with applicable law and protected by appropriate safeguards.
13. Third-party links
Our Services may contain links to third-party websites or services, such as payment pages or maps. We are not responsible for their privacy practices; please read their policies.
14. Changes to this policy
We may update this Privacy Policy from time to time. The "Last updated" date above shows when it was last changed. For significant changes, we will notify you through the app, email or SMS. Continued use of the Services after changes means you accept the updated policy.
15. Grievance Officer & contact
If you have questions, requests or complaints about this policy or your personal data, contact our Grievance Officer:
We will acknowledge your complaint within 24 hours and aim to resolve it within 15 days of receipt.