LAIZO – CUSTOMER PRIVACY POLICY
Laizo Mobility Technologies LLP
Effective Date: 06/10/2026
Last Updated:06/10/2026
Policy Version: V2.0
1. INTRODUCTION
Laizo Mobility Technologies LLP (“LAIZO”, “we”, “us” or “our”), having its principal place of business at Himmatnagar, Gujarat, India, respects your privacy and is committed to handling your personal information responsibly.
This Privacy Policy explains how LAIZO collects, uses, stores, shares, protects and otherwise processes personal information when you access or use the LAIZO mobile application, website and related technology-enabled services (“Platform”).
The Platform may facilitate access to Ride Services, Parcel Services, Goods Services and other services introduced by LAIZO from time to time through independent third-party drivers, vehicle operators, delivery partners and other service providers (“Service Partners”).
This Privacy Policy should be read together with the applicable LAIZO Customer Terms & Conditions and other policies displayed on the Platform.
By creating an account, accessing or using the Platform, you acknowledge that you have read and understood this Privacy Policy.
Where consent is required under applicable law, LAIZO will obtain the required consent before processing personal information for the relevant purpose.
2. INFORMATION WE COLLECT
Depending on the services and features you use, LAIZO may collect the following categories of personal information.
A. ACCOUNT AND CONTACT INFORMATION
This may include:
- Name
- Mobile number
- Email address
- Profile information
- Account credentials or authentication information
- Information required to verify your account
- Other information voluntarily provided by you
B. BOOKING AND SERVICE INFORMATION
Depending on whether you use Ride Services, Parcel Services, Goods Services or other services, we may collect:
- Pickup location
- Drop-off or destination location
- Pickup and delivery details
- Booking date and time
- Service category
- Booking, trip or order details
- Driver or Service Partner assignment
- Vehicle or service information where applicable
- Ride, parcel or goods status
- Cancellation information
- Fare, charges and discounts
- Payment status
- Ratings, reviews and feedback
- Sender and recipient information where provided for Parcel or Goods Services
- Information reasonably necessary to facilitate transportation or delivery
C. LOCATION INFORMATION
We may collect current, approximate or precise location information depending on the permissions granted by you and the features being used.
This may include:
- Current or approximate device location
- Pickup location
- Drop-off or destination location
- Location generated or shared during a trip or service
- Location required for matching with Service Partners
- Location required for navigation
- Location required for safety and support
Some Platform features may not function properly if required location permissions are disabled.
The availability and accuracy of location information may depend on your device settings, permissions and network conditions.
D. PAYMENT AND TRANSACTION INFORMATION
We may process:
- Transaction details
- Payment status
- Refund information
- Adjustment information
- Transaction/reference identifiers
- Limited payment-related information received from authorized payment providers
Complete card, UPI or other payment credentials may be processed directly by authorized payment service providers and are generally not intended to be stored directly by LAIZO unless required and permitted for a specific purpose.
E. DEVICE AND TECHNICAL INFORMATION
We may automatically collect, where applicable:
- Device type
- Operating system
- Application version
- IP address
- Device identifiers or similar technical information
- Network information
- Application logs
- Crash reports
- Diagnostic information
- Security-related technical information
F. COMMUNICATIONS AND SUPPORT INFORMATION
If you contact LAIZO or use support features, we may collect:
- Support requests
- Complaints
- Feedback
- Communications with LAIZO
- Incident or dispute information
- Safety-related information
- Information voluntarily provided during customer support
G. PICKUP AND DELIVERY VERIFICATION INFORMATION
Where a particular service requires verification, we may process information such as:
- OTP verification
- Proof of pickup
- Proof of delivery
- Signature
- Photographs
- Delivery confirmation information
- Relevant timestamps
Such information will only be collected where the applicable service or feature requires it.
H. INFORMATION RECEIVED FROM THIRD PARTIES
Where permitted by law, we may receive information from:
- Service Partners
- Payment providers
- Identity or verification providers
- Technology providers
- Mapping/navigation providers
- Fraud-prevention providers
- Business or service partners
- Government authorities or lawful sources
I. OTHER INFORMATION
We may collect other information reasonably necessary to:
- Provide and secure the Platform
- Maintain and improve Platform functionality
- Prevent fraud and misuse
- Provide customer support
- Comply with applicable law
- Protect Customers, Service Partners and the Platform
3. HOW WE USE YOUR INFORMATION
We may use personal information for:
- Creating and managing your account
- Verifying your account
- Processing and managing bookings
- Facilitating Ride Services, Parcel Services and Goods Services
- Matching Customers with available Service Partners
- Facilitating pickup, delivery, navigation and service coordination
- Providing trip and service status information
- Calculating and displaying applicable fares, charges and fees
- Processing payments, refunds, adjustments and reconciliation
- Sending booking confirmations and service updates
- Providing customer support
- Handling complaints, disputes and safety incidents
- Improving Platform performance, reliability and user experience
- Detecting and preventing fraud, misuse and unauthorized activity
- Protecting Customers, Service Partners and the Platform
- Maintaining business, transaction and operational records
- Complying with applicable laws and regulatory requirements
- Responding to lawful requests from government, regulatory or law-enforcement authorities
- Enforcing LAIZO Terms & Conditions and other policies
- Performing other purposes disclosed to you or permitted under applicable law
4. LOCATION INFORMATION
Location information may be used to:
- Identify or confirm pickup locations
- Identify destinations
- Match Customers with nearby or suitable Service Partners
- Support navigation and route-related functionality
- Calculate or estimate distance and applicable charges
- Provide trip or service status
- Support safety and incident investigation
- Resolve disputes and customer support matters
- Improve Platform operations
Some Platform features may not function properly if required location permissions are disabled.
LAIZO will process and retain location information only as reasonably necessary for the applicable purpose or as required or permitted by applicable law.
5. HOW WE COLLECT INFORMATION
We may collect information:
DIRECTLY FROM YOU
When you:
- Create or update an account
- Request or book a service
- Cancel or complete a service
- Contact customer support
- Submit a complaint
- Provide ratings or reviews
- Provide feedback
- Provide information through forms or other Platform features
AUTOMATICALLY
When you:
- Use the Platform
- Access the website
- Use location-enabled features
- Interact with Platform functionality
FROM SERVICE PARTNERS OR OTHER PARTICIPANTS
Information may be received from Service Partners in connection with:
- Bookings
- Trips
- Parcel deliveries
- Goods transportation
- Incidents
- Complaints
- Safety matters
FROM AUTHORIZED THIRD PARTIES
We may receive information from payment, technology, mapping, communication, verification, security and other authorized service providers.
FROM LAWFUL SOURCES
We may receive information from public authorities or other lawful sources where permitted by applicable law.
6. INFORMATION SHARED WITH DRIVERS OR SERVICE PARTNERS
To facilitate a requested service, certain Customer information may be shared with the relevant Service Partner.
Depending on the service, this may include:
- Customer/display name
- Pickup location
- Destination
- Booking or service details
- Relevant contact information
- Information necessary for communication
- Information reasonably necessary for service delivery, safety or support
LAIZO seeks to limit information shared with Service Partners to information reasonably necessary for the relevant service, communication, safety or support.
Service Partners may be subject to contractual, operational, privacy and legal obligations applicable to their role.
LAIZO does not authorize Service Partners to use Customer information for unrelated purposes except where permitted or required by applicable law.
7. PAYMENT INFORMATION
Payments may be processed through LAIZO or authorized third-party payment providers.
Payment-related information may be used for:
- Confirming transactions
- Recording payments
- Processing refunds
- Handling disputes
- Reconciliation
- Fraud detection and prevention
- Accounting and business records
- Legal and regulatory requirements
Complete payment credentials may be processed directly by authorized payment providers.
8. THIRD-PARTY SERVICE PROVIDERS
LAIZO may use authorized third-party providers for:
- Payment processing
- Maps and navigation
- Cloud hosting and storage
- SMS, OTP, email and communication services
- Analytics and performance monitoring
- Identity or verification services
- Fraud detection and prevention
- Customer support tools
- Security and technical infrastructure
- Other operational and technology services
Such providers may process information on behalf of LAIZO or independently where permitted by applicable law.
LAIZO seeks to use appropriate contractual or other safeguards where required by applicable law.
9. COMMUNICATIONS
LAIZO may communicate with you through:
- SMS
- Email
- Push notifications
- In-app notifications
- Telephone calls
- Other available communication methods
Communications may include:
- OTP and authentication
- Account notifications
- Booking confirmation
- Driver or Service Partner assignment
- Pickup and trip/service updates
- Cancellation information
- Payment and refund information
- Safety notifications
- Customer support
- Important Platform or policy notices
Where the Platform technically supports calls, chats or other communications that are recorded or logged, such communications may be processed for service delivery, quality, safety, fraud prevention, dispute resolution and legal compliance, subject to applicable law and required notices.
Where permitted by law, LAIZO may send promotional or marketing communications.
Where consent is required for marketing communications, such consent will be obtained separately where applicable.
You may unsubscribe or modify promotional communication preferences where such functionality is provided.
Essential service, security, legal, transactional and account-related communications may continue even if you opt out of promotional communications.
10. COOKIES AND SIMILAR TECHNOLOGIES
LAIZO may use cookies, software development kits (SDKs), pixels, local storage, logs and similar technologies on the website or application, where applicable.
These technologies may be used for:
- Account sessions
- Preferences
- Platform functionality
- Usage analysis
- Performance monitoring
- Security
- Fraud prevention
- Technical and operational analysis
The technologies available may differ between the website and mobile application.
You may be able to control certain technologies through your browser or device settings.
Disabling certain technologies may affect Platform functionality.
11. DATA SECURITY
LAIZO takes reasonable technical and organizational measures designed to protect personal information against unauthorized access, alteration, disclosure, misuse, loss or destruction.
Depending on the circumstances, these measures may include:
- Access controls
- Authentication mechanisms
- Secure transmission
- Encryption or other security measures where appropriate
- Logging
- Monitoring
- Restricted access
- Security procedures
However, no internet-based system, application, network or storage system can be guaranteed to be completely secure.
If a personal data breach occurs that requires notification or other action under applicable law, LAIZO will take the steps required by applicable law.
12. DATA RETENTION
LAIZO may retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as required or permitted by applicable law.
Retention periods may depend on:
- Nature of the information
- Purpose of processing
- Customer account relationship
- Booking and service records
- Payment and transaction records
- Tax and accounting requirements
- Fraud and security requirements
- Complaints and disputes
- Legal or regulatory requirements
- Law-enforcement requirements
When personal information is no longer required, LAIZO may delete, anonymize or otherwise dispose of it in accordance with applicable law and internal practices.
Certain information may continue to be retained where required or permitted for legal, regulatory, safety, fraud prevention, dispute resolution or legitimate business record purposes.
13. DATA SHARING AND DISCLOSURE
LAIZO may share personal information where reasonably necessary with:
- Drivers and Service Partners
- Payment and financial service providers
- Technology and infrastructure providers
- Maps and navigation providers
- Communication and messaging providers
- Security, fraud-prevention and verification providers
- Customer support providers
- Professional advisers, auditors and service providers
- Government authorities, regulators, courts or law-enforcement agencies where required or permitted by law
- Other parties where you have provided consent or disclosure is otherwise permitted by applicable law
LAIZO does not intend this Privacy Policy to authorize third parties to use Customer information for unrelated purposes except where permitted or required by law.
14. LEGAL AND REGULATORY DISCLOSURES
LAIZO may collect, use, preserve or disclose information where reasonably necessary to:
- Comply with applicable laws and regulations
- Respond to lawful government or law-enforcement requests
- Comply with court orders or legal processes
- Detect or investigate fraud or unlawful activity
- Protect the safety, rights or property of Customers, Service Partners or LAIZO
- Establish, exercise or defend legal claims
- Enforce LAIZO Terms & Conditions and other policies
15. FRAUD, SECURITY AND PLATFORM ABUSE
LAIZO may process information to detect, prevent and investigate:
- Fraudulent bookings
- Payment fraud
- Account takeover
- Unauthorized access
- Identity misuse
- Fake or duplicate accounts
- Location manipulation or GPS spoofing
- Promotional abuse
- Rating or review manipulation
- Unauthorized Platform use
- Safety or security incidents
- Other harmful, fraudulent or abusive activity
Where appropriate and permitted by law, LAIZO may restrict, suspend or terminate accounts or services associated with suspected misuse or violations.
16. CUSTOMER RIGHTS AND CHOICES
Subject to applicable law and relevant exceptions, you may have rights relating to your personal information, including:
- Access to personal information
- Correction or updating of inaccurate information
- Deletion or erasure where legally applicable
- Withdrawal of consent where processing is based on consent
- Information regarding processing of personal information
- Grievance redressal
- Other rights available under applicable law
The availability and scope of these rights may depend on applicable law and the circumstances of the request.
You may exercise applicable rights through the contact details provided in this Privacy Policy or through available Platform functionality.
LAIZO may take reasonable steps to verify your identity before processing certain requests.
17. CONSENT WITHDRAWAL
Where LAIZO processes personal information based on your consent, you may withdraw that consent subject to applicable law and available Platform functionality.
Withdrawal of consent will not affect the lawfulness of processing carried out before the withdrawal.
Withdrawal of consent may affect LAIZO's ability to provide certain features or services where the relevant processing is necessary for providing those services.
Where required by applicable law, LAIZO will provide a mechanism for withdrawing consent that is reasonably accessible and appropriate to the manner in which consent was provided.
18. CORRECTION AND ACCOUNT INFORMATION
You should keep your account information accurate and up to date.
Where available, you may update information through your account settings.
If you are unable to update information through the Platform, you may contact LAIZO using the support or privacy contact details provided below.
LAIZO may request reasonable verification before making certain changes.
Requests may be subject to applicable legal, security, fraud-prevention or record-retention requirements.
19. DATA OF CHILDREN
The Platform is primarily intended for persons who are legally permitted to enter into agreements and use the relevant services.
LAIZO does not knowingly seek or intentionally collect personal information directly from children except where permitted or required by applicable law.
Where applicable law requires verifiable parental or guardian consent, LAIZO will follow the requirements applicable to such processing.
Where a child travels or uses a service accompanied by a parent, guardian or responsible adult, the accompanying adult remains responsible for ensuring that the service is used in accordance with applicable law and safety requirements.
LAIZO will not knowingly use children's personal information for prohibited tracking, behavioural monitoring or targeted advertising where such processing is prohibited by applicable law.
20. ACCOUNT SECURITY
You are responsible for taking reasonable steps to protect your account and authentication information.
You should:
- Keep OTPs and authentication credentials confidential
- Not share account credentials with unauthorized persons
- Use a secure device and phone number
- Report suspected unauthorized access promptly
- Report suspicious activity associated with your account
- Keep your registered contact information updated
LAIZO will not normally ask you to disclose confidential authentication information such as OTPs except where necessary through an authorized Platform process.
If you believe that your account has been compromised, contact LAIZO Support as soon as reasonably possible.
21. USER-GENERATED CONTENT
Where the Platform allows you to submit ratings, reviews, comments, photographs, feedback or other content, such information may be processed by LAIZO for:
- Providing and improving services
- Customer support
- Safety and quality monitoring
- Fraud and misuse prevention
- Dispute resolution
- Platform administration
Where such content is displayed to other users or Service Partners, visibility will depend on the relevant Platform feature and applicable settings.
You should avoid submitting sensitive personal information through public reviews, comments or other content fields unless necessary.
22. EXTERNAL LINKS AND THIRD-PARTY SERVICES
The Platform may contain links, integrations or references to third-party websites, applications or services.
Those third parties may have their own privacy policies and terms.
LAIZO is not responsible for the privacy practices of third-party websites or services that are not controlled by LAIZO.
You should review the applicable privacy policies of third-party services before providing personal information to them.
23. SERVICE PARTNERS, ACCIDENTS, INSURANCE AND PROHIBITED GOODS
LAIZO primarily acts as a technology platform connecting Customers with independent third-party Service Partners.
This Privacy Policy governs the processing of personal information.
Matters relating to the performance of Ride Services, Parcel Services, Goods Services, accidents, insurance, prohibited goods, Service Partner responsibilities, Customer responsibilities, cancellation, refunds, liability and indemnification are governed by the applicable LAIZO Customer Terms & Conditions and other applicable policies.
LAIZO does not represent through this Privacy Policy that it provides insurance coverage for Customers, Service Partners, Vehicles, passengers, consignments or goods.
Where applicable, relevant information may be processed or shared for safety incidents, accident investigation, insurance-related matters, complaints, disputes, fraud prevention, legal proceedings or lawful requests from authorities.
24. DATA DELETION / ACCOUNT DELETION REQUESTS
Subject to applicable law, you may request deletion of your account or applicable personal information through available account settings or by contacting LAIZO using the contact details below.
Deletion requests may be subject to verification.
LAIZO may retain certain information where necessary or legally required for:
- Legal and regulatory compliance
- Fraud prevention
- Safety
- Security
- Dispute resolution
- Complaints
- Financial, tax or accounting records
- Establishing, exercising or defending legal claims
- Other purposes permitted or required by applicable law
Where complete deletion is not possible due to such requirements, LAIZO may retain only the information reasonably necessary for the applicable purpose.
25. PRIVACY AND GRIEVANCE CONTACT
For privacy-related questions, requests, complaints or grievances, you may contact:
Laizo Mobility Technologies LLP
Himmatnagar, Gujarat, India
Email: support@laizo.in
Phone: +91-7891169116
Website: www.laizo.in
If LAIZO appoints a specific Grievance Officer, Data Protection Officer or other designated privacy contact, the applicable designation and contact details may be published on the Platform.
26. POLICY UPDATES
LAIZO may update this Privacy Policy from time to time to reflect:
- Changes in the Platform
- New services or features
- Changes in technology
- Changes in applicable law
- Changes in data processing practices
- Security or operational requirements
When LAIZO updates this Privacy Policy, the Effective Date, Last Updated date and Policy Version may be updated.
Where required by applicable law, LAIZO will provide additional notice or obtain required consent before implementing material changes.
You are encouraged to review this Privacy Policy periodically.
27. CONTACT US
Laizo Mobility Technologies LLP
Himmatnagar, Gujarat, India
Support: +91-7891169116
Email: support@laizo.in
Website: www.laizo.in