1. Who we are
Food on Wheels is a registered charitable trust in India and is responsible for personal data collected through https://www.foodonwheels.in. Our contact and Grievance Officer details appear at the end of this page.
This policy is intended to be read together with our Terms & Conditions, Cancellation & Refund Policy, and any notice shown when we collect information from you.
2. Personal data we collect
We collect only information reasonably needed to operate the Website, receive donations, respond to enquiries, maintain lawful records, and protect our services.
- Contact information: your name, email address, telephone number, and the content of a message you send through our contact form or by email.
- Donation information: donor name and contact details where provided, donation amount, date, payment status, transaction or reference ID, selected campaign, and information required to issue an acknowledgement or eligible tax receipt.
- Payment information: payment credentials are collected directly by the payment gateway, UPI application, bank, or payment network. We may receive limited payment metadata and confirmation, but we do not collect or store your UPI PIN, OTP, CVV, full card number, or online-banking password.
- Technical information: IP address, browser or device type, timestamps, requested pages, referral information, and security or server logs that may be generated when you use the Website.
- Information you provide when exercising a privacy right, reporting a payment issue, or communicating with us.
3. How we use personal data
- To process, verify, reconcile, and acknowledge donations.
- To respond to enquiries, complaints, refund requests, and requests for receipts.
- To maintain accounting, audit, tax, fraud-prevention, and regulatory records.
- To operate, secure, troubleshoot, and improve the Website and donation process.
- To prevent fraud, misuse, money laundering, unauthorised transactions, and security incidents.
- To comply with applicable law, court orders, lawful government requests, and obligations to banks or payment providers.
- To send programme or fundraising updates only where you have requested them or where otherwise permitted by law. You may opt out at any time.
4. Consent and lawful processing
We process personal data with your consent where consent is appropriate, to take steps requested by you, to fulfil legal obligations, and for other uses permitted by applicable Indian law. You may withdraw consent by contacting us, but withdrawal does not affect processing already carried out lawfully and may prevent us from providing a service that requires the information.
Please provide personal data about another person only if you are authorised to do so and have informed them about this policy.
5. Payment providers and other disclosures
We do not sell or rent personal data. We may disclose the minimum necessary information to the following recipients for the purposes described in this policy:
- Payment gateways, UPI applications, acquiring banks, issuing banks, payment networks, and fraud-prevention providers involved in processing or investigating a donation.
- Website hosting, email, technology, accounting, audit, and professional service providers acting for us under appropriate confidentiality and data-protection obligations.
- Government authorities, regulators, courts, law-enforcement bodies, or other parties where disclosure is required by law or reasonably necessary to protect rights, safety, and the integrity of donations.
- A successor organisation in a lawful restructuring, merger, or transfer of charitable operations, subject to appropriate safeguards and applicable law.
6. Cookies and analytics
The Website may use essential cookies or similar technologies required for security, navigation, and core functionality. We do not currently use personal data for third-party behavioural advertising. If we introduce non-essential analytics or advertising cookies, we will update this policy and provide any consent choices required by law.
7. Data retention
We keep personal data only for as long as it is reasonably required for the purpose for which it was collected, including donation administration, donor support, dispute handling, security, audit, and legal, accounting, or tax obligations. Retention periods vary by record type.
When information is no longer required, we take reasonable steps to delete it, anonymise it, or securely isolate it where deletion is not immediately possible. A deletion request may be limited where retention is required by law or necessary to establish, exercise, or defend legal claims.
8. Security
We use reasonable administrative, technical, and organisational safeguards designed to protect personal data against unauthorised access, alteration, disclosure, loss, and misuse. Payments are completed through the relevant payment provider rather than by sharing sensitive payment credentials with Food on Wheels.
No internet service is completely secure. Never send us a UPI PIN, OTP, CVV, card PIN, online-banking password, or full card number. If you believe a transaction or your data has been compromised, contact your bank or payment provider immediately and also notify us.
9. Your choices and rights
Subject to applicable law, you may ask us to confirm whether we process your personal data, provide access to it, correct or update inaccurate data, erase data that is no longer required, withdraw consent, or address a grievance. You may also opt out of non-essential communications.
Send a request to info@foodonwheels.in from the email address associated with your interaction and describe the request. We may ask for limited information to verify your identity before acting. We will respond within the period required by applicable law.
10. Children’s privacy
Our donation facility is intended for adults. We do not knowingly ask children to make donations or directly collect personal data from children through the Website without appropriate consent. If you believe a child has provided personal data without required authorisation, please contact us so we can take appropriate action.
11. Storage and cross-border processing
We primarily operate in India. Some service providers may process limited data from other locations where permitted by law. Where a cross-border transfer occurs, we require appropriate safeguards and comply with applicable restrictions.
12. Changes to this policy
We may update this policy when our practices, service providers, or legal obligations change. The current version will remain available on this page and will show the date of the latest update. We will provide additional notice where required for a material change.
13. Privacy and grievance contact
Grievance Officer: Muhammed Shahid M, Chairman and Grievance Officer. Email: info@foodonwheels.in. Phone: +91 98470 28802. Address: KP 18/568, Vyabara Bhavan Building, Karanthur, Kunnamangalam, Kozhikode, Kerala 673571, India. Office hours: Monday to Friday, 9:00 AM to 6:00 PM IST.
We acknowledge grievances within 2 business days and aim to resolve them within 15 business days. Please include your name, contact information, the nature of your request, and any relevant transaction reference. Never include a PIN, password, OTP, CVV, or full card number.