Privacy Policy

1Introduction

Live India (“Company”, “we”, “us”, “our”) operates Zeb e Tann (“Website”). We respect the privacy of our customers and are committed to handling personal information responsibly and transparently.

This Privacy Policy explains:

• What personal information we collect;
• Why we collect it;
• How we use it;
• When we share it;
• How we protect it;
• How long we retain it;
• Customer choices and applicable rights;
• How customers can contact us regarding privacy matters.

By using the Website, creating an account, placing an order, submitting a return/exchange request, or otherwise providing personal information, you acknowledge this Privacy Policy.

This Privacy Policy is subject to applicable laws and regulations of India, including applicable data protection and consumer protection laws.

2Personal Information We Collect

Depending on how you use our Website, we may collect different categories of information.

Account information

• Name;
• Mobile number;
• Email address;
• Login and verification information;
• Saved addresses;
• Wishlist information;
• Account preferences;
• Account activity;
• Other information necessary to maintain your account.

Order information

• Order number;
• Products purchased;
• Product size, colour and variant;
• Quantity;
• Product price;
• Order value;
• Billing information;
• Shipping address;
• Contact information;
• Payment status;
• Order status;
• Cancellation information;
• Return/exchange information;
• Refund information;
• Customer support communications relating to the order.

Delivery information

• Customer/recipient name;
• Delivery address;
• Mobile number;
• Order number;
• Shipment information;
• Delivery instructions, where applicable.

This information may be provided to our courier and logistics partners for delivery and return/exchange pickup.

3Payment Information

Payments made through our Website may be processed through Razorpay, an independent third-party payment service provider. Where payment information is handled directly by Razorpay, we do not directly collect or store complete:

• Credit/debit card numbers;
• CVV;
• UPI PIN;
• ATM/card PIN;
• Internet banking passwords;
• Other payment authentication credentials.

We may receive limited transaction information necessary to operate our services, such as:

• Payment status;
• Transaction/reference number;
• Payment method;
• Amount paid;
• Refund status;
• Transaction date;
• Other transaction information provided to us by the payment provider.

Customers should never provide their UPI PIN, ATM/card PIN, banking password or OTP to Company employees or Customer Support personnel.

4COD Refund Information

For approved refunds relating to Cash on Delivery orders, we may require bank details necessary to process the refund. This may include:

• Account holder name;
• Bank account number;
• IFSC code;
• Bank name.

We will never ask customers to provide a UPI PIN, ATM/card PIN, banking password, payment OTP or other confidential payment credentials for processing a legitimate refund.

5OTP and Account Verification

Where mobile OTP or other verification is used, we may process information necessary to:

• Verify account ownership;
• Authenticate login;
• Secure customer accounts;
• Prevent unauthorised access;
• Detect suspicious activity;
• Maintain account security.

Customers should never disclose OTPs to Customer Support personnel.

6Return and Exchange Information

When a customer submits a return or exchange request, we may collect:

• Order number;
• Return/exchange reason;
• Product information;
• Product condition information;
• Photographs;
• Packaging photographs;
• Product/tag photographs;
• Pickup information;
• Related customer communications.

Photographs may be used to verify product condition, product identity, tags, packaging, damage, defect and return/exchange eligibility. The information will be used for processing and managing the applicable request.

7Customer Support Information

When customers contact us, we may collect information contained in the communication, including:

• Name;
• Contact information;
• Order number;
• Complaint details;
• Messages;
• Emails;
• Call-related information where legally permitted;
• Return/refund information;
• Other information voluntarily provided by the customer.

This information may be used to respond to enquiries, resolve complaints, provide customer support, investigate order issues, improve our services and maintain necessary business records.

8Device and Technical Information

When customers access the Website, certain technical information may automatically be collected depending on the technologies implemented on the Website. This may include:

• IP address;
• Browser type;
• Operating system;
• Device type;
• Screen/device information;
• Website pages visited;
• Referring pages;
• Date and time of access;
• Website interaction information;
• Error and diagnostic information;
• Security-related information.

This information may be used for security, troubleshooting, analytics and improving Website performance.

9Cookies and Similar Technologies

We may use cookies and similar technologies to operate and improve the Website. These technologies may be used for:

• Login/session management;
• Shopping cart functionality;
• Remembering preferences;
• Website security;
• Analytics;
• Performance measurement;
• Personalisation;
• Marketing and advertising, where applicable.

Some cookies may be necessary for the Website to function properly. Where applicable, customers may manage cookie preferences through available Website or browser controls. Disabling certain cookies may affect some Website functionality.

10How We Use Personal Information

We may use personal information for purposes including:

Account management

• Creating and managing accounts;
• Authenticating users;
• Maintaining account information.

Order fulfilment

• Processing orders;
• Confirming orders;
• Processing payments;
• Preparing shipments;
• Delivering products;
• Tracking shipments.

Returns and exchanges

• Processing return requests;
• Processing exchange requests;
• Verifying product condition;
• Arranging pickup;
• Preventing fraudulent returns;
• Managing return history.

Refunds

• Processing eligible refunds;
• Verifying refund requests;
• Processing COD refunds;
• Communicating refund status.

Customer support

• Responding to enquiries;
• Resolving complaints;
• Investigating order issues;
• Providing after-sales support.

Security and fraud prevention

• Preventing fraudulent transactions;
• Detecting suspicious activity;
• Protecting accounts;
• Preventing abuse of return/refund systems;
• Protecting the Website and its users.

Business operations and legal compliance

• Maintaining records;
• Managing inventory;
• Improving Website functionality;
• Analysing Website usage;
• Complying with applicable laws;
• Responding to lawful requests;
• Maintaining required business, tax and accounting records;
• Protecting legal rights.

11Order and Service Communications

We may contact customers through SMS, email, phone, WhatsApp and push notifications, where applicable. Service communications may include:

• Order confirmation;
• Payment confirmation;
• Shipment updates;
• Delivery updates;
• Return updates;
• Exchange updates;
• Refund updates;
• Account/security notifications;
• Important service announcements.

These communications may be necessary for providing services requested by the customer.

12Promotional Communications

Where permitted by applicable law and where the required consent or legal basis applies, we may send promotional communications about new products, collections, offers, discounts, sales, promotions, events and other Company services.

Customers may opt out of promotional communications through the available unsubscribe or preference mechanism. Opting out will not necessarily stop essential service-related communications.

13Sharing Personal Information With Third Parties

We may share necessary personal information with selected third-party service providers where reasonably required to operate our Website and provide services.

Payment service providers

• Payment processing;
• Payment verification;
• Fraud prevention;
• Refund processing;
• Payment dispute handling.

Courier and logistics providers

• Order delivery;
• Shipment tracking;
• Return pickup;
• Exchange pickup;
• Delivery issue resolution.

Technology and service providers

• Website hosting;
• Cloud infrastructure;
• Database services;
• Image/file storage;
• OTP/SMS services;
• Email services;
• Analytics;
• Security;
• Customer support;
• Other necessary Website infrastructure.

Such providers may process information only to the extent reasonably necessary to provide their services.

14Third-Party Payment Provider — Razorpay

The Company does not directly store complete card details, CVV, UPI PIN, banking passwords or similar confidential payment credentials where such information is handled directly by Razorpay.

If a payment-related problem occurs, customers may contact our Customer Support. The Company will provide reasonable assistance and, where necessary, coordinate with Razorpay to investigate and resolve the issue. Customers will not ordinarily be required to independently coordinate with Razorpay for an issue relating to an order placed through our Website.

Where a bank, card issuer, UPI provider or financial institution requires verification directly from the customer, the customer may need to complete that verification.

15Courier and Logistics Providers

We may use independent courier and logistics providers. Such providers may receive necessary information including:

• Name;
• Mobile number;
• Delivery address;
• Pickup address;
• Order number;
• Shipment information.

This information is provided for delivery, return pickup, exchange pickup, shipment tracking and customer support.

16Cloud and Image Storage

Customer-uploaded photographs, including return or exchange photographs, may be stored using third-party cloud or image-storage services used by the Company.

Such photographs may be accessed by authorised personnel or service providers where reasonably necessary for return verification, exchange verification, customer support, fraud prevention, complaint resolution and other legitimate business purposes.

We do not intentionally use customer-uploaded return/exchange photographs for unrelated purposes without an appropriate lawful basis.

17Fraud Prevention and Abuse Detection

We may process information to detect and prevent:

• Payment fraud;
• Fake orders;
• Unauthorised account activity;
• False return claims;
• False refund claims;
• Repeated return abuse;
• Promotional abuse;
• Exchange abuse;
• Other fraudulent activity.

This may involve analysing relevant account, order, transaction, device and return/exchange information where permitted by applicable law.

18Legal and Regulatory Disclosure

We may disclose personal information where reasonably necessary to:

• Comply with applicable laws;
• Respond to lawful government requests;
• Comply with court orders;
• Comply with regulatory requirements;
• Prevent fraud;
• Investigate unlawful activity;
• Protect the rights, property or safety of the Company, customers or others;
• Establish, exercise or defend legal claims.

Where legally permitted, we will seek to limit disclosure to information reasonably necessary for the relevant purpose.

19Business Transfers

If the Company undergoes a merger, acquisition, restructuring, sale of business/assets, investment or business transfer, personal information may be transferred as part of the relevant business operations or assets.

Any such transfer will be handled in accordance with applicable law.

20Data Security

We use reasonable technical and organisational measures designed to protect personal information against unauthorised access, unauthorised disclosure, misuse, alteration, loss and destruction.

Depending on our infrastructure, security measures may include:

• HTTPS/TLS encryption;
• Access controls;
• Authentication mechanisms;
• Restricted administrative access;
• Secure password handling;
• Monitoring and logging;
• Security updates;
• Backups;
• Fraud detection;
• Other appropriate safeguards.

However, no electronic system or internet transmission can be guaranteed to be completely secure. We therefore do not claim that personal information is completely immune from every possible security incident.

21Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer period is required or permitted by applicable law. Retention may depend on:

• Active account status;
• Order history;
• Return/exchange history;
• Refund requirements;
• Tax/accounting requirements;
• Legal obligations;
• Fraud prevention;
• Dispute resolution;
• Security requirements;
• Business record requirements.

When information is no longer required, we may delete, anonymise or otherwise dispose of it in accordance with applicable law and our internal retention practices.

22Customer Privacy Rights and Requests

Subject to applicable law, customers may have rights relating to their personal information, which may include:

• Requesting access to applicable personal information;
• Requesting correction of inaccurate information;
• Requesting deletion where legally applicable;
• Withdrawing consent where applicable;
• Raising a privacy grievance;
• Exercising other rights available under applicable law.

Requests may be submitted to liveind.org@gmail.com. We may verify the identity of the requester before processing certain requests to prevent unauthorised access or disclosure.

23Consent Withdrawal

Where processing is based on consent, customers may withdraw consent using the mechanism provided by the Company. Withdrawal of consent will not affect processing that:

• Occurred before withdrawal;
• Is required by law;
• Is necessary for another lawful purpose where permitted.

Withdrawal may affect our ability to provide certain optional features or services.

24Account Deletion

Customers may request account deletion by contacting liveind.org@gmail.com. Where an account deletion mechanism is available on the Website, customers may also use that mechanism.

Deletion of an account may not result in immediate deletion of all information where certain records must be retained to:

• Comply with legal obligations;
• Complete outstanding transactions;
• Process refunds;
• Resolve disputes;
• Prevent fraud;
• Maintain tax/accounting records;
• Establish or defend legal claims.

Where retention is required, information will be retained only for the applicable purpose and period.

25Children’s Privacy

Our Website is not intentionally designed to collect personal information from children in circumstances where such collection is prohibited by applicable law.

Where applicable law requires parental/guardian consent or additional safeguards for children’s personal information, we will follow those requirements. If we become aware of processing that does not comply with applicable requirements, we will take reasonable steps to address it.

26Third-Party Websites

The Website may contain links to third-party websites, applications, social media platforms, payment services or other external services. We do not control the privacy practices of third-party services that we do not operate.

Customers should review the applicable third party’s privacy policy before providing personal information to that service.

27Marketing and Analytics

Where applicable, we may use analytics and marketing technologies to:

• Understand Website usage;
• Measure performance;
• Improve services;
• Analyse campaigns;
• Display relevant promotions.

Such technologies may use cookies, identifiers or similar technologies, subject to applicable law and available customer preferences/consent mechanisms.

28Customer Reviews and Uploaded Content

Customers may voluntarily submit reviews, ratings, photographs, videos, comments and other content. Where submitted for public display, such content may be displayed on the Website or used for legitimate business purposes according to the terms applicable when the content is submitted.

Customers should avoid including sensitive personal information in publicly visible reviews or uploaded content.

29Data Breach and Security Incidents

If a personal data security incident occurs, we will take reasonable steps to:

• Investigate the incident;
• Contain the incident;
• Mitigate potential harm;
• Secure affected systems;
• Take corrective measures.

Where notification is required by applicable law, we will provide notifications to relevant individuals and/or authorities in accordance with applicable legal requirements.

30International Data Processing

Some third-party technology or service providers used by the Company may process or store information outside India.

Where personal information is transferred, stored or processed outside India, the Company will take steps required under applicable Indian law and regulations.

31Privacy Grievance Contact

For privacy-related questions, requests or complaints, customers may contact:

Email: liveind.org@gmail.com — Address: Live India, Badi Basahi, Mirzapur, Uttar Pradesh – 231001, India

We will take reasonable steps to review and address privacy-related grievances in accordance with applicable law.

32Changes to This Privacy Policy

We may update this Privacy Policy from time to time because of changes to our services, technology, data practices, applicable laws, regulatory requirements or other legitimate business requirements.

The updated policy will be published on the Website with a revised “Last Updated” date. Where required by applicable law, we will provide additional notice or obtain consent for material changes.