Privacy Policy

Food O Live respects the privacy of its customers, restaurant partners, delivery partners, visitors and other users. This Privacy Policy explains how we collect, receive, use, process, store, disclose, protect and otherwise handle personal data when you access or use Food O Live websites, applications, services or related features.

For purposes of this Policy, "Food O Live", "we", "our" or "us" means Onto Solutions Private Limited, having its registered office at Villa No. 175, Ashoka Ala Maison, Dulapally, Hyderabad, Rangareddy, Telangana, India 500014. Where consent is the applicable basis for processing, you may withdraw that consent through the Platform or by contacting us.

• Customers ordering food or other permitted products.
• Visitors browsing Food O Live.
• Restaurant, cloud-kitchen and merchant partners.
• Delivery partners and authorised restaurant personnel.
• Customer-support communications, payments and refunds.
• Promotional programmes, ratings and reviews.
• Live Kitchen or similar transparency features.
• Public Inspection Records and Trust Scores.
• Fraud, safety and security systems and other services introduced from time to time.

Account and Identity Information

• Name, mobile number, email address and profile information.
• Login credentials, authentication information and account preferences.
• Identification information where required by law.

Delivery and Location Information

• Delivery address, landmark, postal code and saved locations.
• Approximate or precise device location where permission is granted.
• Delivery instructions and location information needed to identify nearby restaurants and services.

Order Information

• Food or product selections, restaurant selected and order history.
• Quantity, dietary instructions, delivery instructions and order status.
• Transaction amount, discounts, taxes, cancellations, refunds, complaints and feedback.

Payment Information

Payments may be processed through authorised banks, payment gateways, UPI providers or other payment-service providers. Food O Live does not intend to store full card numbers, CVV details or similar authentication credentials except where legally permitted and handled through appropriately authorised infrastructure.

• Transaction ID, payment status and payment method.
• Issuing bank or payment provider information and refund status.

Device and Technical Information

• IP address, browser type, device type and operating system.
• Device identifiers, app version, language and referral source.
• Network information, pages viewed, interaction data, session information, crash reports and diagnostics.

Communications and User-Generated Content

• Customer-support chats, emails, complaints, feedback and dispute information.
• Ratings, reviews, photographs, videos, comments and reports submitted by users.

Food O Live may display restaurant-related information including licensing or registration information, hygiene information, Public Inspection Records, kitchen images, Live Kitchen camera feeds, audit information, customer ratings, Food O Live Trust Scores and other transparency indicators.

Where information is provided by restaurant partners, government authorities, third-party verification providers or other sources, Food O Live may process and display that information for transparency, safety, compliance and consumer-information purposes.

Certain participating restaurants may make a kitchen video feed or periodically captured kitchen imagery available through Food O Live.

• The restaurant is responsible for operating cameras lawfully and for providing any notices or permissions required by law.
• Cameras should be positioned for kitchen transparency or food-preparation visibility and should not intentionally capture private areas.
• Food O Live may process, transmit, display or temporarily store feed-related data to provide the functionality.
• Food O Live may suspend or remove access to a Live Kitchen feed for technical, legal, safety, privacy or operational reasons.

• Register and maintain accounts and enable authentication.
• Display restaurants available in your location and process orders.
• Communicate orders to restaurants and facilitate delivery.
• Process payments, refunds, complaints and customer support.
• Detect fraud, protect users and secure the Platform.
• Personalise experience and provide relevant recommendations.
• Send transactional communications and permitted marketing.
• Administer promotions, calculate Platform metrics and maintain Trust Scores.
• Investigate food-quality or safety complaints and comply with legal obligations.
• Establish, exercise or defend legal claims, improve products and perform analytics.

Food O Live may generate a Trust Score or similar indicator using factors such as customer feedback, complaint history, hygiene information, publicly available inspection information, restaurant-provided compliance information, order fulfilment data, food-quality indicators, operational reliability, verification information and other factors determined by Food O Live.

The Trust Score is intended to assist customers in making informed choices. It is not a certification, guarantee, medical opinion or representation that a restaurant is completely free from food-safety, quality or operational risks. Methodologies may change as our systems evolve.

Restaurant Partners

When an order is placed, information reasonably necessary to prepare and fulfil the order may be provided to the selected Restaurant Partner.

Delivery Partners

• Customer name, pickup location, delivery location and delivery instructions.
• Contact information or privacy-protected communication information and order reference details.

Payment Providers

Transaction information may be shared with authorised payment gateways, banks, UPI providers, card networks, payment aggregators and fraud-prevention services.

Technology and Service Providers

We may engage providers for cloud hosting, messaging, analytics, mapping, customer support, fraud detection, cybersecurity, communications, identity verification and payment processing.

Government and Law-Enforcement Authorities

Information may be disclosed where required by law, regulation, court order, lawful government request or investigation, or where reasonably necessary to protect the safety, rights or property of Food O Live or others.

Corporate Transactions

Where Food O Live undergoes a merger, acquisition, restructuring, investment, sale or transfer of business or assets, information may be transferred subject to appropriate legal safeguards.

Subject to applicable law and your choices, we may send communications about offers, promotions, new restaurants, rewards and service updates. You may opt out of promotional communications using the available unsubscribe or preference mechanism. Transactional or legally required communications may continue.

Food O Live uses cookies and similar technologies as described in the Food O Live Cookie Policy. These technologies may maintain sessions, remember preferences, measure Platform usage, improve performance, prevent fraud and provide relevant content or marketing where permitted.

We retain personal data only for as long as reasonably necessary to provide Services, maintain transaction records, resolve disputes, comply with tax and accounting requirements, detect fraud, enforce agreements and establish or defend legal claims. When information is no longer required, we may securely delete, anonymise or otherwise dispose of it in accordance with applicable requirements.

Food O Live implements reasonable administrative, technical and organisational safeguards designed to protect personal data against unauthorised access, misuse, alteration, unlawful disclosure, destruction and loss. No internet transmission or electronic storage system can be guaranteed to be completely secure. Users are responsible for protecting passwords, OTPs and account credentials.

Where a personal-data breach occurs, Food O Live will take reasonable steps to investigate, contain and mitigate its impact, implement corrective actions and make notifications required under applicable law.

Food O Live is primarily intended for persons aged 18 years and above. A person below 18 should use the Services only through or under the supervision of a parent or lawful guardian. Where Food O Live knowingly processes personal data relating to a child, it will do so in accordance with applicable law.

• Obtain information about personal data being processed, where applicable.
• Request correction, completion or updating of personal data.
• Request erasure where legally applicable.
• Withdraw consent where processing is based on consent.
• Raise a grievance and exercise nomination or other rights available under applicable law.

Where processing is based upon consent, you may withdraw consent through available Platform functionality or by contacting us. Withdrawal does not affect processing lawfully undertaken before withdrawal. Certain Services may no longer be available where the relevant personal data is necessary to provide them.

Where personal data is processed or stored outside India, Food O Live will implement measures required under applicable Indian law and comply with restrictions, if any, prescribed by the Government of India.

We may amend this Privacy Policy periodically. Material changes may be communicated through the Platform, email, notification or other appropriate means where required. The revised policy becomes effective from the date specified in the updated policy.

• Privacy / Data Protection Contact: [PRIVACY / DATA PROTECTION CONTACT — NAME / DESIGNATION] (placeholder — value not yet supplied)
• Grievance Officer: Ch. Vishwesh Kumar Reddy
• Email: [GRIEVANCE OFFICER EMAIL] (placeholder — value not yet supplied)
• Telephone: +91 91002 16945
• Address: Villa No. 175, Ashoka Ala Maison, Dulapally, Hyderabad, Rangareddy, Telangana, India 500014