Privacy Policy

How PowerWalla collects, uses, shares and protects personal data on its website and apps.

1. Introduction

This Privacy Policy explains how PowerWalla Services private limited (“PowerWalla”, “we”, “us”) collects, uses, shares, stores and protects personal data when you use https://www.powerwalla.com, the PowerWalla customer app, the PowerWalla Pro app for professionals and staff, or contact us. It applies to customers, service professionals, employees and business partners, with specific sections for each below.

We process personal data in accordance with applicable Indian law, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000 and its rules. For the purposes of that law we are the Data Fiduciary for the data described here.

In short: we collect only what we need to book, deliver and support electrical and electronics services and product orders. We never sell personal data. You can see, correct or delete your data at any time.

2. Information We Collect

We collect information you give us, information created when you use our services, and limited information from third parties (for example Google, if you choose to sign in with Google, and payment providers confirming a payment). Sections 3 to 14 describe each type.

3. Customer Account Information

Name, mobile number, email address, username, city, profile photo and a password (stored only as a one-way hash, never readable by us). If you choose “Continue with Google”, Google shares your name, email address, profile picture and Google account ID with us (see section 24).

4. Contact Information

Service addresses you save, alternate contact numbers, and the name and number of a person at the site if you give them.

5. Service Booking Information

The service or product you choose, appliance or equipment details (brand, model, serial number), the problem description, preferred date and time, price, estimates you approve or decline, parts used, invoices, service reports, warranty and AMC details, ratings and reviews.

6. Device and Technical Information

Device model, operating system, app version, IP address, browser type, notification token, crash and error reports, and the pages and actions used on the website and apps.

7. Location Information

Customers: the location of the service address, so we can assign the nearest suitable professional. We do not track customers' own location in the background.
Professionals: live location while on duty or on an active job, so customers can follow their arrival and jobs can be assigned nearby; location with attendance check-ins.

8. Payment Information

Payment status, amount, method, and the payment gateway's or UPI transaction reference. Card, bank and UPI PIN details are entered on the payment provider's page and are never received or stored by us.

9. Service Technician Information

When a professional works on your job, we record their name, photo, arrival and completion times, work performed and the photos or notes they add, so the job can be verified and supported later.

10. Photos, Videos and Documents

Photos and videos you add to describe a problem, before/after photos of the work, service reports and invoices. The apps access the camera or photo gallery only when you choose to add one.

11. Communications and Support

Messages, chats, call records and support tickets with our team or your professional, and your feedback. In-app calls use the microphone only during a call you start or accept.

12. Website Cookies

The website uses essential cookies and local storage to keep you signed in, remember your city, cart and preferences, and protect against misuse. These are needed for the site to work.

13. Analytics

With your consent (the banner on your first visit, or Account → Privacy), we use analytics to understand which pages and features are used so we can improve them. You can withdraw this consent at any time; essential features keep working.

14. Marketing Communications

We send offers and news only if you opt in. You can opt out at any time from Account → Notifications or by replying STOP. Service messages about your bookings (confirmations, OTPs, arrival updates, receipts) are not marketing and are always sent.

15. How We Use Information

To create and secure your account and verify your identity, including one-time passwords sent by SMS, WhatsApp or email.
To take bookings and orders, match a suitable professional or service center, schedule visits, deliver products and complete jobs.
To prepare estimates, invoices and service reports, and to manage warranty, AMC, refunds and returns.
To send service messages and provide customer support.
To keep people and the platform safe: fraud prevention, security, and investigating complaints.
To improve our services using aggregated or de-identified statistics.
To meet legal, tax and accounting obligations and respond to lawful requests.

We never sell personal data. We share it only as needed to provide the service, with the recipients in sections 17, 18 and 24, with authorities where the law requires it, and with a successor business if PowerWalla is merged or acquired (under the same protections).

17. Service Professionals and Partners

The professional assigned to your job receives your name, service address, contact number (masked where available) and job details, only for that job.
Customers see a professional's name, photo, verification status and live location while the professional is on the way to that customer's job.
Partner service centers and suppliers receive what they need to repair an item or fulfil a part or product order.

18. Payment Providers

Online payments are processed by our payment partners (for example Razorpay, Cashfree, PayU or PhonePe). They receive the payment amount and the details you enter on their page, and process them under their own privacy policies and applicable RBI rules.

19. Data Security

Connections use HTTPS encryption; passwords are stored as one-way hashes; access to personal data is restricted to staff who need it and is logged; administrator tools require approved devices; and our infrastructure providers maintain industry-standard security. No system is completely secure, so please keep your password and OTPs private — our staff will never ask for them.

20. Data Retention

Account data: while your account is active; deleted or anonymised after account deletion.
Booking, invoice, payment and tax records: up to 8 years or as required by law, anonymised where the account has been deleted.
Live location: only while on duty or on an active job; the last known position is overwritten.
OTP codes: minutes. Security logs: up to 1 year.

21. User Rights

Under the Digital Personal Data Protection Act, 2023 you can:

Access a summary of your data or download a copy (website: Account → Privacy → “Download my data”).
Correct or update inaccurate data (Account → Profile).
Erase your data (section 22).
Withdraw consent for marketing, analytics or WhatsApp messages at any time.
Nominate a person to exercise your rights in case of death or incapacity.
Raise a grievance with us (section 28) and, if unresolved, with the Data Protection Board of India.

22. Account Deletion

In the PowerWalla app: Profile → “Delete my account”. On the website: Account → Privacy → “Request account deletion”. Or email powerwallaservices@gmail.com from your registered email address. Deletion is completed within 30 days; records we must keep by law are anonymised rather than deleted.

23. Children's Privacy

Our services are intended for adults (18+). We do not knowingly collect data from children; if you believe a child has given us personal data, contact us and we will delete it.

24. Third-Party Services

We use trusted providers who process data on our behalf, under contract: website and server hosting (Hostinger), database hosting (MongoDB Atlas), push notifications (Google Firebase), maps, SMS, WhatsApp Business (Meta) and email providers, and payment gateways.

Sign in with Google. If you choose “Continue with Google”, Google shares, with your permission and using only the openid, email and profile scopes: your name, email address (and whether it is verified), profile picture and Google account ID. We use them only to create or sign in to your PowerWalla account and show your name and photo in your profile. We do not access Gmail, contacts, Drive, calendar or any other Google data, do not use Google user data for advertising, and do not sell or transfer it except as needed to provide sign-in. You can remove access at myaccount.google.com/permissions. PowerWalla's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

25. International Data Transfer

Some of our providers may store or process data on servers outside India. Where that happens, we choose providers that apply appropriate security safeguards, and we transfer data only as permitted by Indian law.

26. Data Breach Response

If a personal data breach occurs, we act to contain it, assess its impact, and notify the Data Protection Board of India and affected users as required by law, with information on the steps we have taken and what you can do.

27. Policy Changes

We may update this policy as our services change. The version number, effective date and “last updated” date at the top show the current version; for significant changes we notify you in the app or by email before they take effect.

28. Contact Information

Questions, requests or complaints about personal data: Grievance Officer, PowerWalla Services, Boring Road, Patna, Bihar 800001, India · powerwallaservices@gmail.com · +91 93041 78259. We acknowledge requests within 48 hours and aim to resolve them within 30 days.

For customers

Sections 3–8, 10–15 and 21–22 apply to you. You control marketing and analytics consent from Account → Notifications and Account → Privacy.

For technicians and service professionals

When you register or work through the PowerWalla Pro app we also process: identity and address documents, skills, certifications you provide, bank details for payouts, attendance check-ins (with photo and location), live location while on duty, job photos and videos, ratings and performance data. We use these to verify you, assign and pay for jobs, keep customers safe, and meet legal obligations. Verification documents are visible only to authorised staff.

Remote support (PowerViewer). If you accept a remote-support session, an authorised administrator can see your screen and, if you also allow it, perform taps and swipes to help you. A session starts only after you accept it, shows a visible indicator, and can be stopped by you at any time. The Accessibility permission used for this does not read screen content and no screen recording is stored.

For employees

Staff data (employment records, attendance, payroll, leave, performance and device information for company tools) is processed to manage employment and meet legal obligations. Details are in your employment terms and the internal HR policy.

For business partners and vendors

For vendors, suppliers and partner businesses we process contact persons' names, phone numbers, emails, business and tax details (such as GSTIN), bank details for payments, and records of orders and transactions, to manage the business relationship and meet accounting and tax obligations.