Privacy Policy

Effective date: 14 May 2026  |  Last updated: 27 May 2026

Santoq Technologies Private Limited ("Luckd", "we", "us", or "our") owns and operates the Luckd mobile application and website (collectively, the "Platform"). This Privacy Policy describes how we collect, use, share and protect information about you when you use the Platform. By using the Platform, you consent to the collection, storage, use, processing and sharing of your information as described in this Privacy Policy.

This Privacy Policy is incorporated into and subject to the Terms of Use of the Platform. If you do not agree with this Privacy Policy, please do not use the Platform.

This Privacy Policy is published in accordance with the provisions of Rule 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 that require publishing of the privacy policy for collection, use, storage and transfer of sensitive personal data or information.

Capitalised terms used but not defined in this Privacy Policy shall have the meanings ascribed to them in the Terms of Use of the Platform.

1. Collection of Your Information

When you use the Platform, we collect and store your information which is provided by you from time to time. In general, you can browse the Platform without telling us who you are or revealing any personal information about yourself. Once you give us your personal information, you are not anonymous to us. Where possible, we indicate which fields are mandatory and which are optional. You always have the option to not provide information by choosing not to use a particular service or feature on the Platform.

We may automatically track certain information about you based upon your behaviour on the Platform. We use this information to do internal research on our users' demographics, interests, and behaviour to better understand, protect and serve our users. This information is compiled and analysed on an aggregated basis.

Information You Provide Directly:

• Account and Identity Information: your name, mobile phone number, and email address collected at the time of registration on the Platform.
• Delivery Information: your delivery address and location data provided by you while using the Platform to enable order fulfilment and delivery.
• Transaction Information: details of orders placed by you on the Platform, including order history, Bag selections, payment method type, and transaction identifiers. Payment card details are not stored by Luckd and are handled entirely by our authorised payment gateway partner(s).
• Communications: information you provide when you contact us for support, raise a grievance, or otherwise communicate with us through the Platform or via email.

Information We Collect Automatically:

• Device and Usage Information: device type, operating system version, app version, unique device identifiers, IP address, browser type, pages or screens viewed, time spent on pages, links clicked, and other interactions with the Platform.
• Location Information: with your permission, we collect precise or approximate location data from your device to show you nearby surprise Bags and to facilitate delivery. You may disable location access through your device settings, though doing so may affect the availability of certain features of the Platform.
• Push Notification Tokens: device tokens for push notifications via platform notification services, used to send you order status updates and promotional communications.
• Analytics and Crash Data: app activity including screens viewed, orders placed, and feature usage, collected via our analytics and crash reporting service providers. Crash reports and analytics logs are retained for up to 90 days.

Information We Collect From Third Parties: We may receive information about you from third parties, including our Merchant partners (to the extent necessary to process your order), our delivery partners (to facilitate delivery of your order), and analytics and advertising service providers. We may combine this information with information we have about you.

2. Use of Your Information

We use the information we collect about you for the following purposes:

• To facilitate account creation, registration, and login on the Platform;
• To process and fulfil your orders, including communicating order status updates to you via the Platform, SMS, or push notification;
• To show you nearby surprise Bags based on your location and personalise your experience on the Platform;
• To process payments and maintain transaction records;
• To send you order confirmations, delivery updates, and administrative communications;
• To send you promotional communications, marketing materials, and offers from Luckd, subject to your communication preferences;
• To measure and improve the features, functionality, and performance of the Platform using analytics tools and service providers;
• To detect, investigate, and prevent fraudulent transactions, abuse, and other illegal activities and to protect the rights and property of Luckd and its users;
• To comply with applicable legal obligations, resolve disputes, and enforce our agreements;
• To carry out our obligations and enforce our rights arising from any contracts entered into between you and Luckd;
• To administer and protect our business and the Platform, including troubleshooting, data analysis, testing, system maintenance, and support.

We do not sell your personal data to third parties for their own marketing purposes. We do not handle or store payment card details, contact details in the form of phonebook data, SMS data, or microphone audio.

3. Sharing of Your Information

We may share your personal information with third parties in the following circumstances:

• Merchant Partners: we share your name, contact number, and order details with the relevant Merchant to enable order preparation and, where applicable, handover to delivery personnel. Merchants are required to handle this information in accordance with applicable data protection laws and are not permitted to use it for any purpose other than fulfilment of your order.
• Third-Party Delivery Partners: we share your delivery address and contact number with our third-party logistics and delivery partners for the duration of the delivery. These partners may change from time to time without prior notice. This information is not retained by delivery partners beyond the completion of the delivery.
• Payment Gateway Partners: payment transaction details are processed by our authorised payment gateway partner(s). Order and transaction identifiers are shared with the payment gateway and are not stored by Luckd. The privacy practices of our payment partners are governed by their respective privacy policies.
• Analytics and Technology Service Providers: we use third-party service providers for authentication, analytics, crash reporting, push notifications, and other technology functions necessary to operate the Platform. These partners may change from time to time. All such providers are bound by data processing agreements and are not permitted to use your information for their own independent purposes.
• Legal and Regulatory Authorities: we may disclose your information to government authorities, law enforcement agencies, or other third parties where required to do so by applicable law, court order, or regulatory direction, or where we believe disclosure is necessary to protect the rights, property, or safety of Luckd, our users, or others.
• Business Transfers: in the event of a merger, acquisition, restructuring, or sale of all or a portion of Luckd's assets, your information may be transferred to the acquiring entity. We will notify you via the Platform or email before your information becomes subject to a different privacy policy.

Except as described above, we do not share your personal information with third parties without your consent.

4. Cookies and Tracking Technologies

The Platform uses cookies, pixel tags, web beacons, and similar tracking technologies to enhance your experience and to collect information about how the Platform is used. Cookies are small data files stored on your device. We use both session cookies (which expire when you close your browser or app) and persistent cookies (which remain on your device until deleted or expired).

• Authentication — to identify you when you log in and to keep you logged in during your session;
• Security — to detect and prevent fraudulent activity;
• Analytics — to understand how users interact with the Platform and to improve its features and performance;
• Preferences — to remember your settings and preferences.

Most browsers and mobile operating systems allow you to control cookies through their settings. If you disable or refuse cookies, some features of the Platform may not function correctly. By continuing to use the Platform without changing your cookie settings, you consent to our use of cookies as described in this Privacy Policy.

5. Data Retention

We retain your personal information for as long as your account remains active or as necessary to provide you with the Platform's services. Upon deletion of your account, your profile data (name, phone number, push tokens, saved addresses, and cart data) is anonymised within 24 hours. Order and payment records are retained for a minimum of 7 years to comply with the Indian Goods and Services Tax laws and Income Tax requirements. Crash reports and analytics logs are retained for up to 90 days. We may retain certain information in anonymised or aggregated form for longer periods as permitted under applicable law for analytics, service improvement, and business purposes.

6. Security

We take the security of your personal information seriously. We use industry-standard technical, physical, and organisational safeguards to protect your information from unauthorised access, disclosure, alteration, and destruction. Data transmitted between your device and our servers is protected using Transport Layer Security (TLS) encryption. However, no method of transmission over the internet or electronic storage is completely secure, and we cannot guarantee absolute security. If you have reason to believe that your account has been compromised, please contact us immediately at support@luckd.in.

The Platform stores your data with third-party cloud infrastructure providers. Please be aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted through the Platform. Once we have received your information, we will use strict physical, electronic, and procedural safeguards to try to prevent unauthorised access.

If you have been given (or where you have chosen) a username and password which enables you to access certain parts of the Platform, you are responsible for keeping these details confidential. We ask you not to share your password or OTP with anyone.

7. Your Rights and Account Deletion

Subject to applicable law, you have the right to access, correct, or export the data that Luckd holds about you. You may exercise these rights by emailing support@luckd.in. We will respond to verified requests within 30 days.

You may also request account deletion by emailing support@luckd.in.

8. Opt-Out and Withdrawal of Consent

When you sign up for an account, you are opting in to receive emails, SMS, and push notifications from us. You can opt out of promotional communications at any time by adjusting your notification preferences in the Platform settings, or by following the unsubscribe instructions in any marketing email we send you. Please note that you cannot opt out of receiving certain administrative notices, order status communications, or legal notices from Luckd.

If you wish to withdraw your consent for the use and disclosure of your personal information in the manner provided in this Privacy Policy, or you want your data to be deleted, please write to us at support@luckd.in. Please note that we may take time to process such requests, and your request shall take effect no later than 5 (five) business days from receipt, after which we will not use your personal data for any processing unless required by us to comply with our legal obligations. We may not be able to offer you any or all services on the Platform upon withdrawal of your consent.

We may, however, retain and store your personal information in anonymised or aggregated form, for as long as necessary, and use it as permitted under applicable law, including for analytics, improving our products and services, and other business purposes.

9. Children

The Platform is not intended for children under the age of 18. We do not knowingly collect personal information from persons under 18. If we become aware that a person under 18 has provided us with personal information, we will take steps to delete such information from our records. If you believe that a minor has provided us with personal information, please contact us at support@luckd.in.

10. Changes to This Policy

We reserve the right to update or modify this Privacy Policy at any time. Material changes to this Privacy Policy will be notified to you in-app at least 14 days before they take effect or by email to your registered email address. Your continued use of the Platform after the effective date of any such changes constitutes your acceptance of the revised Privacy Policy. We encourage you to review this Privacy Policy periodically.

11. Grievance Officer and Platform Security

If you have any queries relating to the processing or usage of information provided by you in connection with this Privacy Policy, or if you come across any abuse or violation of this Policy, please email us at support@luckd.in or write to our Grievance Officer at the following address:

Luckd Grievance Officer
Akshay Bhartiya, Co-Founder & CEO
Santoq Technologies Private Limited
Om Chambers 648/A, 4th Floor, Binnamangala, 1st Stage, Indiranagar, Bengaluru – 560038
Email: support@luckd.in

The Grievance Officer shall acknowledge your complaint within 48 hours and endeavour to redress it within 30 days from the date of receipt.

Please note that the Platform stores your data with third-party cloud infrastructure providers who may store data on servers located outside of India. These providers maintain security measures to protect against the loss, misuse, and alteration of information. In the event you have questions or concerns about the security measures adopted by our cloud infrastructure providers, you may seek further details by contacting the Grievance Officer at the address above.

12. Contact

Santoq Technologies Private Limited
Om Chambers 648/A, 4th Floor, Binnamangala, 1st Stage, Indiranagar, Bengaluru – 560038
Email: support@luckd.in
Website: https://luckd.in