Effective Date: 1 July 2025

Last Updated: [28 September 2025]

Clen (“we,” “us,” or “our”) is committed to protecting the privacy of our users. This Privacy Policy outlines the types of information we collect, how we use it, and the steps we take to safeguard it. By using the Clen mobile application or website, you agree to the terms of this policy.

1. Information We Collect

a. Personally Identifiable Information (PII)

We collect personal details such as:

• Full name

• Phone number and email address

• Residential or service address

• Geo-location data (with explicit user consent)

• Profile image (optional)

• Government-issued identification documents (when needed for verification)

  
  

b. Financial Information

• UPI ID, credit/debit card details, and transaction data

  (Note: These are processed securely via trusted third-party payment gateways; we do not store full card information.)

  
  

c. Device and Technical Information

• Device type, OS version, browser type

• IP address, timestamps, and app interaction data

• Crash logs and performance diagnostics

  
  

d. Third-Party Login Data

If you choose to log in via Google, Apple, or Facebook, we may collect:

• Your public profile info

• Email address

• Authentication tokens

  
  

e. Support and Communication Records

• Chat transcripts

• Customer support messages

• Feedback, complaints, and call recordings (if applicable)

  
  

2. Legal Basis for Data Collection

We collect and process data under the following lawful bases:

• Consent – You permit us when signing up or using features that require data.

• Contract – Necessary for service delivery.

• Legal compliance – For adhering to Indian legal obligations.

• Legitimate interest – To improve service, prevent fraud, and ensure platform security.

  
  

3. How We Use Your Information

We use your data for the following purposes:

• To register and manage your user account

• To allow address selection, booking services, and manage bookings

• To process secure payments and refunds

• To communicate with you about services (via WhatsApp, SMS, call, or email)

• To send booking confirmations, updates, and promotional messages (with opt-out option)

• To offer customer support and handle grievances

• To ensure safety and compliance with our terms

• To improve our app, analyze user behavior, and optimize experience

  
  

4. Data Sharing and Disclosure

We do not sell your data. Information is shared only when necessary:

• Cleaning Partners – Name, booking time, and location to complete service

• Payment Processors – Only limited payment details for UPI/card processing

• Government Authorities – If legally required for investigations or compliance

• Affiliated Vendors or Service Providers – For analytics, cloud storage, or messaging (under confidentiality agreements)

• Legal and Security Partners – To handle fraud, abuse, or criminal investigations

  
  

5. Data Security

We follow strict protocols aligned with ISO/IEC 27001:2013 standards to protect user data. These include:

• SSL encryption during data transmission

• Two-factor authentication (where applicable)

• Firewalls and real-time monitoring

• Role-based internal access to data

• Periodic security audits and vulnerability scans

User responsibility: You must keep login credentials secure. We are not liable for misuse caused by user negligence.

6. Data Retention

Your data is stored only as long as required:

• Active accounts: We retain data for service continuity

• After account deletion or inactivity: We retain data for 3 years for legal, tax, or regulatory purposes

If you request deletion via email, your personal data will be removed within 15 working days. Anonymous logs may be retained for platform integrity.

7. User Rights

Under Indian law, you have the right to:

• Access and review your personal data

• Update or correct inaccurate information

• Withdraw consent at any time

• Request deletion of your account and associated data

• Raise concerns or complaints with our Grievance Officers

  
  

8. Grievance Officers

In compliance with Rule 5(9) of the IT Rules 2011, Clen has appointed the following grievance officers:

Name: Kartik

Designation: Founder & Grievance Officer

Email: support@withclen.com

Address: Kalash, 1- Indraprasth Nagar, Rajkot, 360001

Response time: Within 15 working days

9. Children’s Privacy

Clen does not knowingly allow persons under the age of 18 to register. If any such data is found, it will be permanently deleted. Parents/guardians may contact us for removal if needed.

10. Policy Updates

We reserve the right to revise this Privacy Policy as laws or our operations evolve. Updates will be notified via app notifications or email. Continued use of our services implies agreement with the updated terms.

11. Contact Us

For data access, deletion requests, or policy-related concerns:

Nuvanta Labs Pvt Ltd.

📧 Email: support@withclen.com

📍 Address: Kalash, 1- Indraprasth Nagar, Rajkot, 360001