Terms and Conditions

TrulyAgile LLP ("Company", "we", "our", or "us") is committed to protecting the privacy, confidentiality, and security of personal data entrusted to us. This Privacy Policy explains how we collect, use, store, process, disclose, and protect personal information when you use the Convenia mobile application, website, customer portal, and related services.

The App enables customers to view services availed, access insurance policies and policy documents, track service requests, monitor claims, manage payments and invoices, raise support requests, and receive service notifications.

This Privacy Policy is designed to comply with the Digital Personal Data Protection Act, 2023 (DPDP Act), applicable Indian laws, and industry-standard security practices.

1. Information We Collect

Account Information

When you register or access the App, we may collect:

• Name
• Mobile Number
• Email Address
• Customer ID
• User Credentials
• Account Preferences

Service Information

To provide customer services, we may collect and display:

• Services Availed
• Service Activation History
• Service Status
• Service Requests
• Service Renewals

Transaction Information

• Payment Transactions
• Recharge Transactions
• Billing Information
• Invoice Information
• Refund Records
• Payment References

Customer Support Information

When you contact us, we may collect:

• Support Tickets
• Complaint Details
• Call Recordings (where notified)
• Chat Transcripts
• Email Correspondence
• IP Address
• Browser Type
• Login Activity
• Error Logs

Location Information

Location information may be collected only where:

• Required for service delivery
• Required for fraud prevention
• Explicitly permitted by you

You may withdraw location permissions through your device settings.

2. Purpose of Processing Personal Data

We process personal data only for lawful and legitimate purposes, including:

• User Authentication and Account Management
• Displaying Customer Services and Policy Information
• Providing Insurance-Related Services
• Policy Issuance and Renewals
• Claims Management and Support
• Payment Processing
• Customer Support and Grievance Resolution
• Fraud Detection and Prevention
• Security Monitoring
• Regulatory Compliance
• Service Improvements and Analytics
• Communication of Important Service Updates

We do not use personal data for purposes incompatible with those disclosed in this Privacy Policy.

3. Consent

By registering for or using the App, you provide consent for the processing of personal data necessary to provide services available through the App.

Where additional consent is required under applicable law, the Company will obtain such consent before processing personal data.

You may withdraw consent at any time, subject to legal, regulatory, contractual, and operational requirements.

4. Sharing of Personal Data

We do not sell customer personal data.

We may share personal information only with:

• Service Providers supporting cloud hosting, payment processing, customer support, communication services, and analytics.
• Regulatory Authorities where required by law, court order, regulatory directive, or government authority.

5. Data Security

We implement reasonable technical and organizational safeguards to protect personal data from unauthorized access, disclosure, alteration, loss, destruction, or misuse.

Security measures may include:

• Encryption of Data During Transmission
• Encryption of Sensitive Information at Rest
• Multi-Factor Authentication Where Applicable
• Role-Based Access Controls
• Security Monitoring and Logging
• Regular Vulnerability Assessments
• Periodic Security Audits
• Incident Response Procedures

Access to customer information is restricted to authorized personnel with a legitimate business need.

6. Data Retention

Personal data is retained only for as long as necessary to:

• Provide Services
• Manage Service Requests
• Meet Contractual Obligations
• Comply with Legal and Regulatory Requirements
• Resolve Disputes
• Prevent Fraud

After the retention period expires, data will be securely deleted, anonymized, or archived in accordance with applicable laws.

7. User Rights

Subject to applicable laws, users may:

• Access Personal Data
• Correct Inaccurate Information
• Update Account Information
• Request Deletion of Personal Data Where Legally Permissible
• Withdraw Consent
• Nominate Another Individual to Exercise Rights
• Raise Complaints Regarding Personal Data Processing

8. Children's Privacy

The App is intended for individuals legally competent to enter into binding agreements and avail services.

We do not knowingly collect personal data from children except where expressly permitted by applicable law and with necessary authorization.

9. Cookies and Similar Technologies

The App and associated platforms may use cookies, device identifiers, and similar technologies to:

• Maintain Secure Sessions
• Improve Functionality
• Personalize User Experiences
• Analyze Platform Usage
• Detect Fraud and Abuse

10. Data Breach Management

In the event of a personal data breach, the Company will:

• Investigate the Incident
• Take Appropriate Remedial Action
• Notify Affected Users Where Required
• Comply with Reporting Obligations Under Applicable Law

11. Transparency and Customer Access

Customers may access their service and subscription information through the App.

Where applicable, the App may provide access to:

• Subscription Documents
• Service Records
• Transaction History
• Claims Status
• Renewal Information
• Customer Support Interactions

We are committed to maintaining transparency regarding how customer data is used and processed.

12. Grievance Redressal Officer

For privacy-related concerns, users may contact:

• Grievance Officer: [Name]
• Email: [Email]
• Phone: [Number]
• Address: [Registered Office Address]

13. Changes to this Privacy Policy

We may revise this Privacy Policy periodically to reflect changes in law, technology, services, or business operations.

Updated versions will be published through the App and website along with the revised effective date.

14. Contact Us

For any questions regarding this Privacy Policy or personal data processing:

• Company: TrulyAgile LLP
• Email: convenia-support@convenia.in
• Address: [Registered Office Address]

By using the App, you acknowledge that you have read, understood, and agreed to this Privacy Policy.