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Your Privacy Matters

Privacy Policy

Effective Date: 22/08/2026 · Version 1.0

Rylod Passenger (Sender) Privacy Policy

Applicable App: Rylod Passenger (Sender)

1. Introduction

Rylod is a digital platform owned and operated by Abitz Technologies Private Limited ("Abitz", "Rylod", "we", "our", or "us"), a company incorporated in India, having its office at Unit 131 & 132, 1st Floor, Raheja Arcade, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095. Rylod connects customers requiring parcel and load transportation services with independent driver partners through the Rylod Passenger mobile application.

Protecting your privacy is one of our highest priorities. We understand that when you use Rylod, you trust us with your personal information. This Privacy Policy explains how we collect, use, store, disclose, retain, and protect your personal data when you access or use the Rylod Passenger App, our website, customer support services, or any other services offered by Rylod.

This Privacy Policy is designed to comply with applicable privacy and data protection laws, including the Digital Personal Data Protection Act, 2023 (India), and reflects the privacy expectations of major mobile application marketplaces such as the Google Play Store and Apple App Store.

By registering an account, accessing, or using the Rylod Passenger App, you acknowledge that you have read, understood, and agreed to this Privacy Policy. If you do not agree with this Privacy Policy, you should discontinue use of the Rylod services.

2. Definitions

For the purposes of this Privacy Policy:

  • "Account" means a registered user account created to access Rylod services.
  • "Booking" means a request placed through the Rylod Passenger App for transporting a parcel or load.
  • "Customer", "Passenger", or "Sender" means any individual or business using the Rylod Passenger App to request transportation services.
  • "Driver Partner" (referred to in the App as a "Ranger") means an independent driver registered with Rylod to provide transportation services.
  • "Parcel" means any package, document, box, luggage, or item permitted under Rylod’s Terms and Conditions.
  • "Load" means goods, commercial materials, furniture, machinery, construction materials, household items, or any transportable cargo accepted under Rylod’s policies.
  • "Personal Data" means any information capable of identifying an individual directly or indirectly.
  • "Sensitive Personal Data" includes identity documents, payment-related information, precise location data, or any information protected by applicable laws.
  • "Device" means any mobile phone, tablet, or electronic device used to access Rylod services.

3. Scope of this Policy

This Privacy Policy applies to:

  • All registered users of the Rylod Passenger App.
  • Individuals booking parcel transportation.
  • Individuals booking load transportation.
  • Business customers using Rylod.
  • Users contacting Rylod Customer Support.
  • Visitors to the Rylod website.
  • Individuals participating in surveys, promotions, or customer feedback programs.
This Privacy Policy does not apply to independent third-party websites or services that may be linked from the Rylod platform.

4. Eligibility

Rylod services are intended only for persons who are legally capable of entering into binding contracts under applicable law. Users must:

  • Be at least 18 years of age.
  • Provide accurate registration details.
  • Use the services only for lawful purposes.
  • Not transport prohibited or illegal items.
  • Maintain the confidentiality of their account credentials.

5. Categories of Information We Collect

To provide our services effectively, Rylod may collect different categories of information.

5.1 Personal Information

During registration or while using the App, we may collect:

  • Full name
  • Mobile number
  • Email address (optional)
  • Profile photograph (optional)
  • Date of birth (where required)
  • Gender, where you choose to provide it (optional)
  • Language preference

5.2 Booking Information

When you create a booking, we may collect:

  • Pickup address
  • Delivery address
  • GPS coordinates
  • Parcel or load description
  • Weight or approximate dimensions
  • Special handling instructions
  • Preferred vehicle category
  • Booking date and time
  • Delivery notes
  • Booking status
  • Booking history

5.3 Payment Information

Depending on the payment method selected, Rylod may collect:

  • Payment mode
  • Transaction reference number
  • Payment confirmation
  • Refund details
  • Cancellation charges
For online payments, payment credentials are processed by authorized payment service providers. Rylod does not store complete debit card, credit card, or internet banking credentials.

5.4 Location Information

With your permission, Rylod collects precise location information to:

  • Detect your pickup location.
  • Improve pickup accuracy.
  • Display nearby driver partners.
  • Estimate travel distance.
  • Calculate fares.
  • Provide real-time tracking.
  • Improve customer safety.
  • Improve service quality.
Location collection occurs only after the necessary permissions are granted by you through your mobile device. The Passenger App does not collect your location in the background. Precise location access is required to create a booking; without it, booking is unavailable. You may revoke location permissions at any time through your device settings; however, doing so may affect the availability or functionality of certain features.

5.5 Device Information

Rylod may automatically collect information about the device used to access the application, including:

  • Device model and manufacturer
  • Operating system and version
  • Device language and time zone
  • App version
  • Device identifiers
  • IP address
  • Mobile network information
  • Crash reports, diagnostic logs, and performance information
This information helps us maintain security, troubleshoot technical issues, improve compatibility, and enhance application performance.

5.6 Customer Support Information

If you contact Rylod Customer Support, we may collect:

  • Support tickets
  • Emails
  • Chat conversations
  • Complaint details
  • Feedback
  • Survey responses
  • Attachments submitted during support requests
This information is used to investigate issues, improve customer service, and resolve disputes. In-trip communications with Driver Partners, including text and voice messages, may also be collected to deliver the message, support safety, and resolve disputes. We collect ratings and feedback that Driver Partners provide about customers; a customer’s average rating may be shown to assigned or prospective Driver Partners where this feature is enabled.

6. App Permissions

Depending on your device and usage, Rylod may request the following permissions:

  • Location — detect pickup location and enable live tracking.
  • Camera — upload parcel photos or profile images (optional).
  • Photos / Files — attach supporting images or documents.
  • Notifications — receive booking updates, OTPs, driver arrival alerts, and service notifications.
  • Internet — enable communication with Rylod services.
Rylod only requests permissions necessary to provide its services. You can manage these permissions through your device settings, although disabling certain permissions may limit app functionality.

7. How Rylod Uses Your Information

Rylod processes your personal information solely for legitimate business purposes and to provide safe, efficient, and reliable parcel and load transportation services. We may use your information to:

7.1 Account Management

  • Create and maintain your Rylod account.
  • Verify your identity through OTP authentication.
  • Manage profile information and account preferences.
  • Recover or secure your account.

7.2 Booking Services

We use your information to:

  • Process booking requests.
  • Match you with nearby Driver Partners.
  • Calculate estimated fares.
  • Confirm bookings.
  • Share pickup and delivery details with the assigned Driver Partner.
  • Track deliveries in real time.
  • Generate booking receipts.
  • Maintain booking history.
For items that may not be transported using Rylod, please refer to the Prohibited & Restricted Items section of our Terms and Conditions.

7.3 Customer Support

Your information helps us:

  • Resolve complaints.
  • Investigate service issues.
  • Recover lost parcels where possible.
  • Process refunds.
  • Handle cancellation disputes.
  • Improve customer satisfaction.

7.4 Platform Improvements

We analyze anonymous and aggregated information to:

  • Improve app performance.
  • Enhance navigation.
  • Optimize booking allocation.
  • Reduce waiting time.
  • Improve route efficiency.
  • Enhance user experience.

7.5 Legal Compliance

We may use your information to:

  • Comply with applicable laws.
  • Respond to lawful government requests.
  • Meet tax obligations.
  • Prevent illegal activities.
  • Enforce Rylod policies.

8. Legal Basis for Processing Personal Data

Where applicable under law, Rylod processes your personal data based on one or more of the following legal grounds:

  • Your consent.
  • Performance of a contract between you and Rylod.
  • Compliance with legal obligations.
  • Legitimate business interests.
  • Protection of public safety.
  • Prevention of fraud and abuse.

9. Consent

Your consent to the processing described in this Privacy Policy is collected through a clear affirmative action when you register, such as ticking a consent checkbox and selecting "Agree and Continue" after being shown this Privacy Policy.

You may withdraw consent at any time with the same ease with which it was given, through the App’s consent settings or by contacting us. Withdrawal does not affect processing already carried out lawfully. We will cease consent-based processing within a reasonable time unless processing is required or permitted by law; some or all Services may then become unavailable.

Optional device permissions can be managed separately through device settings.

10. Information Shared with Driver Partners

You control through the App whether your mobile number is shared with the Driver Partner; where number sharing is disabled, Rylod uses a masked or in-app communication channel.

Share Trip links. If you share a trip, anyone holding that link can view the live location of that trip in a browser without logging in, until the link expires. Only share it with people you trust.

Share for Delivery QR. If you use the "Share for Delivery" QR feature, anyone who scans the code can see the name, mobile number, and selected address (including its map coordinates) contained in it. This is the purpose of the feature, so display the code only to people you intend to share those details with.

To complete your booking, Rylod shares only the information reasonably necessary for the assigned Driver Partner to provide the requested service. This may include:

  • Your first name.
  • Pickup location.
  • Delivery location.
  • Contact number or masked communication channel (where available).
  • Parcel or load description.
  • Special handling instructions.
  • Estimated route.
  • Booking reference number.
Driver Partners are contractually required to use this information solely for completing the assigned booking.

11. Recipient and Third-Party Information

When you place a booking, you may provide information about a parcel or load recipient or another person, including name, contact number, and pickup or delivery address. You confirm that you are authorised to provide it for the requested delivery.

Rylod uses this information to complete pickup and delivery, enable necessary contact, send status notifications, maintain delivery records, and investigate complaints. It is protected under the same security and retention standards described in this Privacy Policy. Recipients may contact Rylod using the details in the "Contact Us" section to exercise their privacy rights in respect of their information.

12. Information Shared with Third-Party Service Providers

Rylod works with trusted third-party service providers that help us operate the platform. These may include:

  • Payment gateway providers.
  • Cloud hosting providers.
  • SMS and OTP service providers.
  • Push notification providers.
  • Mapping and navigation services.
  • Customer support platforms.
  • Analytics providers.
  • Crash reporting services.
  • Security monitoring providers.
These providers are permitted to process your information only for the services they perform on behalf of Rylod and are expected to maintain appropriate security and confidentiality standards.

13. Information Shared with Government Authorities

Rylod may disclose your information when required to:

  • Comply with applicable laws.
  • Respond to court orders.
  • Cooperate with law enforcement agencies.
  • Assist regulatory authorities.
  • Investigate fraud or criminal activity.
  • Protect the safety of users or the public.
Such disclosures will be limited to the information reasonably required under the applicable legal process.

14. Fraud Prevention and Platform Security

Rylod is committed to maintaining a safe and trustworthy platform. To protect users, we may monitor and analyze information to:

  • Detect suspicious booking activity.
  • Prevent fake accounts.
  • Identify fraudulent transactions.
  • Prevent misuse of promotional offers.
  • Detect unauthorized access.
  • Investigate policy violations.
  • Improve platform security.
Where appropriate, automated systems may assist in identifying potentially fraudulent behavior. Final actions affecting user accounts are subject to appropriate review.

15. Safety Measures

To enhance user safety, Rylod may:

  • Verify OTP before delivery handover (where applicable).
  • Monitor booking status.
  • Record support interactions.
  • Review complaints.
  • Investigate safety incidents.
  • Temporarily suspend suspicious accounts pending review.
These measures help protect both Customers and Driver Partners.

16. Communications from Rylod

Rylod may communicate with you through SMS, WhatsApp, push notifications, email, in-app messages, and phone calls (where necessary). These communications may relate to:

  • Booking confirmations.
  • Driver assignment and driver arrival.
  • Booking completion.
  • Payment confirmation and refund status.
  • Customer support.
  • Security alerts.
  • Updates to our Terms or Privacy Policy.

17. Promotional Communications

With your consent, Rylod may send promotional information regarding new features, service updates, discount campaigns, referral programs, and marketing offers.

You may opt out of promotional communications at any time through your account settings or by following the unsubscribe instructions included in the communication. Service-related notifications that are necessary for the operation of your account or bookings may still be sent.

18. Accuracy of Information

You are responsible for ensuring that the information you provide to Rylod is accurate, complete, and up to date.

Providing false, misleading, or incomplete information may affect your ability to use the Services and may result in suspension or termination of your account in accordance with Rylod’s Terms and Conditions.

19. Data Security

If a personal data breach affects your information, Rylod will notify the Data Protection Board of India and affected users in the form and within the timelines prescribed by law.

Rylod is committed to protecting the confidentiality, integrity, and availability of your personal information. We implement appropriate administrative, technical, and physical safeguards to reduce the risk of unauthorized access, disclosure, alteration, loss, or misuse of your information.

Our security measures may include:

  • Secure data transmission using industry-standard encryption protocols where appropriate.
  • Role-based access controls to limit access to personal information.
  • Authentication and authorization mechanisms for user accounts.
  • Monitoring of systems for suspicious or unauthorized activity.
  • Regular software updates and security patches.
  • Secure storage of personal information.
  • Backup and disaster recovery procedures.
  • Employee access controls and confidentiality obligations.
Although Rylod takes reasonable precautions, no method of electronic transmission or storage is completely secure. Users are encouraged to protect their login credentials and report any suspected unauthorized access immediately.

20. Data Retention

Rylod retains personal information only for as long as necessary to fulfill the purposes described in this Privacy Policy or as required by applicable law. Retention periods may vary depending on the type of information and applicable legal requirements. We may retain information for purposes including:

  • Maintaining booking history.
  • Processing payments and refunds.
  • Customer support.
  • Resolving disputes.
  • Fraud investigations.
  • Security monitoring.
  • Regulatory compliance.
  • Tax and accounting obligations.
When personal information is no longer required, it will be securely deleted, anonymized, or otherwise disposed of in accordance with our internal data retention practices and applicable law. As an indication of how long each class of information is kept: booking and transaction records are retained for approximately 8 years to meet tax and companies-law obligations; support tickets for approximately 3 years; crash and diagnostic logs for 90 to 180 days; and account data for the life of your account plus any statutory holdback period. Where a legal, regulatory, tax, fraud-prevention, or dispute-resolution requirement applies, information may be kept for longer.

21. Your Privacy Rights

Subject to applicable law, you may have the following rights regarding your personal information:

  • Right to Access — request access to the personal information that Rylod maintains about you.
  • Right to Correction — request correction of inaccurate or incomplete personal information.
  • Right to Update — update certain account information directly through the Rylod Passenger App.
  • Right to Withdraw Consent — where processing is based on your consent, withdraw that consent at any time. Withdrawal of consent does not affect processing already carried out prior to withdrawal.
  • Right to Request Deletion — request deletion of your account and eligible personal information, subject to legal, regulatory, fraud prevention, and dispute resolution requirements.
  • Right to Lodge a Complaint — contact Rylod with privacy-related concerns or complaints using the contact details provided in this Privacy Policy.
  • Right to Nominate — nominate another individual who may exercise your rights under this Privacy Policy in the event of your death or incapacity, in accordance with the Digital Personal Data Protection Act, 2023.
  • Right to Complain to the Data Protection Board — if you are not satisfied with the response of our Grievance Officer, you may lodge a complaint with the Data Protection Board of India in the manner prescribed under applicable law. Under the Digital Personal Data Protection Act, 2023, you are required to first exhaust the grievance redressal opportunity provided by Rylod before approaching the Board.

22. Account Deletion

You may request deletion through the App, at https://rylod.com/account-deletion, or through Support. Requests are OTP-verified. Deletion is blocked during an ongoing trip, open safety report, pending support ticket, or unpaid Pending Dues. A grace period of approximately 30 days applies; logging in during that period reactivates the account.

Following a deletion request:

  • Your account may be deactivated.
  • Active bookings must be completed or cancelled.
  • Refunds will continue to be processed, if applicable.
  • Personal information not required by law may be deleted or anonymized.
  • Certain records may be retained where required for legal, tax, accounting, fraud prevention, or dispute resolution purposes.
  • Historical transaction records may be preserved where necessary to comply with applicable legal obligations.
Deletion of your account may result in the permanent loss of access to your booking history and related services.

23. Cookies and Analytics

If you access Rylod through our website or web-based services, we may use cookies and similar technologies to improve website functionality, remember user preferences, analyze website traffic, measure application performance, detect technical issues, and enhance security.

You may control cookie preferences through your browser settings; however, disabling certain cookies may affect website functionality.

The mobile application uses analytics and crash-reporting tools that may collect device information, device identifiers, IP address, and usage information as described in Section 5.5. Wherever feasible, this information is aggregated or pseudonymised before being used for analytics purposes.

24. Third-Party Links

The Rylod App or website may contain links to third-party websites or services for your convenience.

Rylod is not responsible for the privacy practices, security measures, or content of third-party websites or applications. Users are encouraged to review the privacy policies of any third-party services they access.

25. Children’s Privacy

Rylod services are intended solely for individuals who are at least 18 years of age and legally capable of entering binding agreements. Under the Digital Personal Data Protection Act, 2023, an individual below 18 is a child.

Rylod does not knowingly collect or process children’s personal data. If we become aware that personal information has been collected from a child without appropriate authorization, we will take reasonable steps to delete such information without undue delay.

26. Cross-Border Data Transfers

Rylod primarily stores and processes personal information within India.

Where operationally necessary, certain information may be processed by trusted service providers located outside India. In such cases, Rylod will take reasonable measures to ensure that appropriate contractual, organizational, and technical safeguards are implemented to protect personal information in accordance with applicable laws.

27. Compliance with the Digital Personal Data Protection Act, 2023

Rylod is committed to processing digital personal data responsibly and in accordance with the Digital Personal Data Protection Act, 2023 and other applicable laws. Where required, Rylod will:

  • Process personal data for lawful purposes.
  • Obtain consent where applicable.
  • Maintain reasonable security safeguards.
  • Facilitate user rights as required under law.
  • Respond to lawful requests from regulatory authorities.
  • Cooperate with relevant government agencies where legally required.
  • Make this notice available, on request, in English or any language specified in the Eighth Schedule to the Constitution of India.

28. Changes to this Privacy Policy

Rylod may update this Privacy Policy from time to time to reflect changes in our services, technology, legal obligations, or business practices.

The revised Privacy Policy will be published within the Rylod Passenger App and, where applicable, on our official website.

Continued use of the Services following publication of an updated Privacy Policy constitutes acceptance of the revised policy.

29. Acceptance of this Privacy Policy

By creating an account, accessing, or using the Rylod Passenger App, you acknowledge that:

  • You have read and understood this Privacy Policy.
  • You consent to the collection, use, storage, and disclosure of your personal information as described herein.
  • You agree to comply with Rylod’s Terms and Conditions and other applicable policies.

30. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the processing of your personal information, please contact:

  • Rylod Support
  • Email: support@rylod.com
  • Website: https://rylod.com
  • Phone: +91-7090499444
  • WhatsApp: +91-7090499777
  • Office Address: Abitz Technologies Private Limited, Unit 131 & 132, 1st Floor, Raheja Arcade, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095

31. Grievance Officer (India)

In accordance with applicable Indian laws, users may contact the designated Grievance Officer regarding privacy-related concerns.

  • Name: Muthukrishnan R
  • Designation: Grievance Officer
  • Email: grievance@rylod.com
  • Address: Abitz Technologies Private Limited, Unit 131 & 132, 1st Floor, Raheja Arcade, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095
The Grievance Officer will acknowledge complaints within 24 (twenty-four) hours of receipt, issue a ticket number you can use to track the complaint, and resolve them within 15 (fifteen) days, in accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and applicable timelines under the Digital Personal Data Protection Act, 2023.

Questions or Concerns?

If you have any questions or concerns about our privacy practices, please don't hesitate to reach out.

Email: support@rylod.com

Phone: +91-7090499444 · WhatsApp: +91-7090499777

Address: Abitz Technologies Private Limited, 1st Floor, Raheja Arcade, Unit 131 & 132, Koramangala Industrial Layout, Koramangala, Bengaluru, Karnataka 560095