Privacy Policy

1. Overview

Matrax Electrepair Pvt. Ltd. ("Apex", "we", "our", or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect information when you use our website (apexhomecare.in), mobile application, or any of our services.

By accessing or using our services, you acknowledge that you have read and understood this policy. If you do not agree, please discontinue use of our platform.

2. Information We Collect

We collect the following categories of personal information:

Information You Provide Directly:

• Full name, phone number, and email address during booking or account creation
• Service address and PIN code
• Appliance details and description of the service issue
• Payment information (processed securely via third-party gateways — we do not store card numbers)
• Feedback, reviews, and customer support communications

Information Collected Automatically:

• Device type, operating system, and browser type
• IP address and approximate location (city/state level)
• Pages visited, time on site, and click behaviour via cookies and analytics tools
• Referral source (how you found our website)

3. How We Use Your Information

We use your information to:

• Process and confirm your service bookings
• Assign and dispatch the most suitable technician to your location
• Send booking confirmations, technician ETAs, and service updates via SMS, WhatsApp, or email
• Generate and deliver your service invoice
• Process warranty claims and post-service follow-up
• Improve our services, platform performance, and user experience
• Conduct internal quality audits and technician performance reviews
• Send promotional offers and service reminders (you can opt out at any time)
• Comply with applicable laws and regulatory requirements

We will never sell your personal data to third parties for advertising or marketing purposes.

4. Data Sharing

We may share your information with:

• Assigned Technicians: Your name, address, phone number, and appliance details are shared with your assigned technician to complete the service.
• Payment Processors: Secure third-party payment gateways (Razorpay, PayU, or similar) process your payments. We do not store full card details.
• SMS / Communication Providers: For sending booking updates and OTPs via verified channels.
• Analytics Providers: Anonymized usage data may be shared with analytics tools (e.g., Google Analytics) to improve our platform.
• Legal Authorities: When required by law, court order, or to prevent fraud and protect our users' safety.

5. Data Storage & Retention

Your data is stored on secure servers within India, complying with applicable data localization requirements. We retain your personal data for as long as necessary to provide services, maintain service history for warranty purposes, and meet legal obligations — typically up to 5 years from your last transaction.

You may request deletion of your account and associated data at any time (subject to legal retention requirements) by emailing privacy@apexhomecare.in.

6. Cookies & Tracking

Our website uses cookies and similar tracking technologies to:

• Remember your preferences and login state
• Analyze site traffic and performance
• Show relevant service recommendations

You can control cookie settings through your browser. Disabling cookies may affect certain website features. We do not use tracking cookies for third-party advertising.

7. Your Privacy Rights

Under applicable law, you have the right to:

• Access: Request a copy of all personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request erasure of your personal data (subject to legal obligations)
• Portability: Receive your data in a machine-readable format
• Opt-out: Unsubscribe from promotional communications at any time
• Withdraw Consent: Where processing is based on consent, you may withdraw it at any time

To exercise any of these rights, email privacy@apexhomecare.in with your registered phone number and the nature of your request. We will respond within 30 days.

8. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from minors. If we become aware that a minor has provided us with personal data, we will delete it promptly. If you believe a minor has used our services without parental consent, please contact us immediately.

9. Policy Changes

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will notify you of material changes via SMS or email (if you are a registered user) or by posting a prominent notice on our website. The updated policy will show a revised "Last Updated" date at the top of this page.

Continued use of our services after the effective date of changes constitutes acceptance of the updated policy.

10. Contact Us About Privacy

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact our Data Protection Officer:

• Email: privacy@apexhomecare.in
• Post: Data Protection Officer, Matrax Electrepair Pvt. Ltd., Level 12, Apex Tower, BKC, Mumbai – 400051, Maharashtra, India
• Phone: 1800-123-4567 (ask for Privacy Team)

This policy is governed by the laws of India, including 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.