GrabRoot

Privacy Policy

Privacy Policy

Privacy Policy

Last updated: 11 Sep 2026

GrabRoot ("GrabRoot," "we," "us," or "our") operates the GrabRoot mobile application (the "App"), which allows users to order groceries and daily essentials for doorstep delivery. This Privacy Policy explains how we collect, use, share, and protect your information when you use the App.

By using GrabRoot, you agree to the collection and use of information in accordance with this policy.

1. Information We Collect

1.1 Information you provide to us

  1. Name, phone number, and email address
  2. Delivery address(es)
  3. Order history and preferences (wishlist, cart items)

1.2 Information collected automatically

  1. Firebase Cloud Messaging (FCM) token, used solely to send you push notifications (e.g., order updates, offers)
  2. Approximate or precise location (to determine delivery availability and show your delivery slot/address accurately)

We do not track your in-app browsing behaviour, pages viewed, or time spent in the App.

1.3 Information from third parties

  1. OTP verification data from our SMS verification provider when you log in
  2. Payment confirmation data from Razorpay, our payment processor (see Section 4)

We do not collect or store your full payment card, UPI, or bank account details. These are collected and processed directly by Razorpay.

2. How We Use Your Information

We use your information to:

  1. Create and manage your GrabRoot account
  2. Process, fulfil, and deliver your orders within your selected delivery slot
  3. Verify your identity via phone number and OTP (SMS/WhatsApp)
  4. Process payments through Razorpay
  5. Send order updates, delivery notifications, and service-related communication
  6. Provide customer support and resolve complaints or refund requests
  7. Improve the App, troubleshoot issues, and personalize your shopping experience
  8. Send promotional offers, referral rewards, and updates (you may opt out at any time)
  9. Comply with legal obligations and prevent fraud

3. Login via Phone Number & OTP

GrabRoot uses your mobile phone number as your primary login identifier. When you log in or sign up, we send a One-Time Password (OTP) via SMS to verify your number. Your phone number is used solely for account verification, order-related communication, and delivery coordination, and is not shared with third parties for marketing purposes without your consent.

4. Payments via Razorpay

All online payments made on GrabRoot are processed through Razorpay, a third-party payment gateway. When you make a payment:

  1. Your payment details (card, UPI, net banking, wallet information) are entered directly on Razorpay's secure platform and are governed by Razorpay's Privacy Policy.
  2. GrabRoot receives only the payment status (success/failure) and a transaction reference ID — we do not store your card number, CVV, or UPI PIN.
  3. Refunds for cancelled or returned orders are credited to your GrabRoot Wallet, which can be used towards future orders on the App.

5. How We Share Your Information

We may share your information with:

  1. Delivery personnel/partners, to fulfil and deliver your order
  2. Razorpay, to process payments and refunds
  3. SMS OTP service providers, to verify your phone number
  4. Firebase (Google), to deliver push notifications via your FCM token
  5. Law enforcement or regulators, where required by law

We do not sell your personal information to third parties.

6. Data Retention

We retain your personal information for as long as your account is active or as needed to provide services, comply with legal obligations, resolve disputes, and enforce our agreements. You may request deletion of your account and associated data (see Section 8).

7. Data Security

We use reasonable administrative, technical, and physical safeguards to protect your information. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

8. Your Rights

You may:

  1. Access, update, or correct your profile information within the App
  2. Request deletion of your account and personal data by contacting us at support@grabroot.com
  3. Opt out of promotional communications via in-app settings or by replying "STOP" to messages
  4. Manage saved addresses and wishlist items directly within the App

9. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with a revised "Last updated" date. Continued use of the App after changes constitutes acceptance of the updated policy.

10. Contact Us

If you have questions or concerns about this Privacy Policy or how your data is handled, contact us at:

GrabRoot

Email: support@grabroot.com

Phone: +918178958469

Address: SF-48 Jtm Mall, Model Town, Jagatpura, Jaipur, Rajasthan 302017