Privacy Policy

Last Updated: January 29, 2026

PickupNinja ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application and services (collectively, the "Service").

By using PickupNinja, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, please do not use our Service.

1. Information We Collect

1.1 Information You Provide

• Account Information: Name, phone number, email address, profile photo
• Location Data: Pickup and delivery addresses, current location for service matching
• Payment Information: Payment method details processed securely through Razorpay (we do not store complete card details)
• Identity Verification (for Service Providers): Government-issued ID, address proof, skill certifications
• Communication Data: Messages sent through our in-app chat system

1.2 Information Collected Automatically

• Device Information: Device type, operating system, unique device identifiers
• Usage Data: App features used, pages viewed, time spent on the app
• Location Data: Real-time GPS location when using the app (with your permission)
• Log Data: IP address, crash reports, system activity

2. How We Use Your Information

We use the collected information for the following purposes:

• Service Delivery: Connect customers with nearby service providers, facilitate bookings, process payments
• Real-Time Tracking: Provide live location tracking of service providers during active jobs
• Communication: Send booking confirmations, updates, and notifications about your requests
• Safety & Security: Verify identities, prevent fraud, ensure platform safety
• Customer Support: Respond to inquiries, resolve disputes, provide assistance
• Improvements: Analyze usage patterns to enhance our Service
• Compliance: Meet legal obligations and enforce our Terms of Service

3. Information Sharing and Disclosure

We may share your information in the following circumstances:

3.1 With Service Providers (Ninjas)

When you book a service, we share necessary information (name, phone number, service location) with the assigned Ninja to facilitate service delivery.

3.2 With Payment Processors

Payment information is shared with Razorpay to process transactions securely.

3.3 With Service Providers

We may engage third-party companies to facilitate our Service (cloud hosting, analytics, customer support) who have access to your information only to perform specific tasks on our behalf.

3.4 For Legal Reasons

We may disclose your information if required by law or in response to valid requests by public authorities.

3.5 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the new owner.

4. Data Retention

We retain your personal information for as long as necessary to provide our Service and fulfill the purposes outlined in this Privacy Policy. When you delete your account, we will delete or anonymize your data within 30 days, except where retention is required by law or for legitimate business purposes (e.g., fraud prevention, dispute resolution).

5. Your Rights and Choices

5.1 Access and Update

You can access and update your account information through the app's profile settings.

5.2 Account Deletion

How to Request Account Deletion:

You can request account deletion from the Profile → Account section in the Customer App only. The Delete Account option is not available in the Ninja App, as Ninja accounts are linked to Customer accounts and all deletion actions must be initiated from the Customer side.

Important: Since your Ninja account depends on your Customer account, deleting your Customer account will automatically delete both your Customer and Ninja accounts together.

Eligibility Requirements:

Before deletion, our system validates both your Customer and Ninja account (if you have Ninja mode enabled) to ensure they meet the following requirements:

• Customer Account Requirements:
  • No active or running bookings (tasks with status: pending, assigned, or in_progress)
• Ninja Account Requirements (if Ninja mode is enabled):
  • No active or running jobs (slots with status: pending, assigned, or in_progress)

If any of these conditions are not met, deletion will be blocked and you will receive a clear validation message explaining the exact reason and which requirements need to be fulfilled before you can proceed (e.g., "You have 2 active booking(s). Please complete or cancel them before deleting your account" or "You have 1 active job(s) in Ninja mode. Please complete them before deleting your account").

Wallet Balance Handling:

A remaining wallet balance does not block account deletion. If you have a wallet balance at the time of deletion (for example, ₹400), the app will display a confirmation dialog informing you about the remaining amount and asking whether you want to proceed. The dialog will also inform you that wallet withdrawal can be requested by contacting support@apietech.com. You can either proceed with deletion or cancel and return to the account screen.

Deletion Process:

1. Initiate Request: Navigate to Profile → Account in the Customer App and tap "Delete Account"
2. Validation Check: The system automatically validates both Customer and Ninja accounts against all eligibility requirements. If validation fails, you will see a clear message explaining which specific conditions are not met
3. Wallet Balance Confirmation: If you have a remaining wallet balance, you will be asked to confirm whether you want to proceed with deletion despite the balance. A note will inform you to contact support@apietech.com to withdraw the remaining amount
4. Select Deletion Reason: Once all validations pass and wallet acknowledgment is confirmed, you must choose a reason for account deletion from the provided options and optionally provide additional details
5. Confirm Request: A final confirmation popup will appear showing the deletion consequences. Review carefully and confirm your request
6. Account Deletion: Upon confirmation, both your Customer and Ninja accounts (if applicable) are immediately deleted and you are automatically logged out from all devices

Soft Delete and Data Retention:

For compliance, audit, and regulatory purposes, account deletion is treated as a soft delete on our backend and Admin Panel. This means:

• Your personal data is not permanently removed from our systems
• Data is retained securely as required by law and for legitimate business purposes (fraud prevention, dispute resolution, regulatory compliance, and audit trails)
• Your account is marked with a "Deleted" status that prevents login, new bookings, and all service access
• Deleted accounts appear in the Admin Panel with "Deleted" status for administrative review and compliance purposes
• The deletion reason you provided is stored for administrative and audit purposes

Re-Registration After Deletion:

If you attempt to log in again with the same phone number after deletion:

• Firebase will create a new user ID for you
• You will be treated as a completely new user
• No previous data will be restored or re-linked to your new account, including:
  • Customer profile details, bookings, and history
  • Ninja profile details, jobs, and history
  • Wallet information and transaction history
  • Any other account-related data
• You will start fresh as if creating an account for the first time
• If you believe your account was deleted in error, please contact us at hello@pickup.ninja

Data Subject Rights:

If you wish to request permanent deletion of your personal data (hard delete) as per applicable data protection laws, please contact us at hello@pickup.ninja with your request. We will evaluate your request in accordance with legal requirements and respond within the timeframe mandated by applicable law.

5.3 Location Permissions

You can control location permissions through your device settings. However, disabling location services may limit certain features of our Service.

5.4 Marketing Communications

You can opt out of promotional communications by adjusting your notification preferences in the app or by contacting us.

6. Security

We implement industry-standard security measures to protect your information, including:

• Encryption of data in transit and at rest
• Secure authentication mechanisms
• Regular security audits and updates
• Access controls limiting employee access to personal data

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

7. Children's Privacy

Our Service is not intended for users under the age of 18. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately.

8. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws different from your jurisdiction. By using our Service, you consent to such transfers.

9. Third-Party Links

Our Service may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new Privacy Policy on this page and updating the "Last Updated" date. Your continued use of the Service after changes become effective constitutes your acceptance of the revised policy.

11. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:

Email: hello@pickup.ninja
Website: https://pickup.ninja

12. Consent

By using PickupNinja, you acknowledge that you have read and understood this Privacy Policy and consent to the collection, use, and disclosure of your information as described herein.