Privacy Policy

Palateflow is owned and operated by Wahenam International, Ahmedabad, Gujarat, India (“Palateflow”, “we”, “us”). Restaurants use Palateflow to take orders and run their business. Diners use it to order directly from those restaurants through Palateflow storefronts: by scanning a QR code at the table, or for takeaway and delivery.

Wahenam International decides how and why the personal data in this policy is processed, which makes us the data fiduciary under the DPDP Act. Each restaurant is separately responsible for how it uses the order and customer details it receives through Palateflow for its own business.

From diners:

• Your phone number, used to sign you in with a one-time code (OTP) sent by WhatsApp or SMS, and to send you order updates.
• If you sign in with Google: the name, email address and profile photo on your Google account.
• Details you choose to add, such as your name, email address, saved delivery addresses, and a birthday or anniversary for special offers. Email is optional.
• Your orders: what you ordered, from which restaurant, your table or delivery address, any notes, and the order status and amounts.
• Payment records: the payment status, amount and a reference from our payment partner. We never see or store your full card number, UPI PIN or bank login.
• Rewards and memberships: your wallet balance and transactions, loyalty points, rewards you redeem (with a delivery address for physical gifts), gift cards you send or receive, and your Palateflow Gold membership.
• Reviews, ratings and messages you send to us or to a restaurant.

From restaurants and their staff:

• Names, phone numbers, email addresses, sign-in details and roles of owners and staff.
• Business details such as the restaurant's name, address, menu, prices, GST and licence details and, for restaurants that receive online payments, bank details for settlement.
• Billing records for subscriptions and messaging credit.

From everyone who visits:

• Technical data such as IP address, device and browser type, and logs of actions taken in the dashboard, used for security and troubleshooting.

We use personal data only for these purposes:

• To create your account, sign you in and keep your account secure.
• To send your order to the restaurant, take payment, and send you order updates by WhatsApp, SMS, email or browser notification.
• To run your wallet, loyalty points, rewards, gift cards and Palateflow Gold membership.
• To provide support and handle cancellations, refunds and complaints.
• To bill restaurants for their subscription and settle the payments owed to them.
• To prevent fraud and misuse, and to meet our legal, tax and accounting obligations.
• To understand how Palateflow is used and improve it, using combined, non-identifying information wherever possible.
• To send offers or promotional messages from Palateflow or a restaurant, only if you have agreed to receive them. You can opt out at any time.

We process your data with your consent, which you give when you sign in, place an order or use a feature, and for the legitimate uses the DPDP Act allows, such as complying with the law. You can withdraw your consent at any time (see Your Rights), but we may then be unable to provide some features.

We do not sell your personal data. We share it only where needed to run Palateflow:

• The restaurant you order from receives your name, phone number and order details and, for delivery, your address. A restaurant can see your order history with it, and may contact you about your orders or, if you have agreed, send you offers.
• Razorpay, our payment partner, processes online payments and refunds.
• Meta (WhatsApp Business Platform) and our SMS provider, MSG91, deliver sign-in codes and order messages.
• Google provides sign-in, if you choose to use it.
• Our email delivery provider sends receipts and account emails.
• Bhashini, the Government of India's language platform, translates restaurant menus and site content. We send it restaurant content only, never your personal data.
• Our hosting providers store Palateflow's data on servers located in India.

These providers may use your data only to provide their service to us. We may also disclose data when the law, a court or a government authority requires it, or to protect the safety and rights of our users and of Palateflow.

Palateflow's data is stored on servers in India and sent over encrypted (HTTPS) connections. Access is limited by role: each restaurant sees only its own data, and Palateflow staff access it only for support, billing and security. Administrative actions are logged.

No system can be completely secure. If a personal data breach affects you, we will inform you and the Data Protection Board of India as the law requires.

• Account details: for as long as your account is active.
• Orders, payments and invoices: for as long as Indian tax and accounting laws require, which can be up to 8 years.
• Sign-in codes: only until they are used or expire, usually a few minutes.
• Security logs: for a limited period, for security and troubleshooting.

When we no longer need personal data for these purposes, we delete it or make it anonymous. If you ask us to erase your data, we delete it except for records the law requires us to keep, which we keep only for that purpose.

Under the DPDP Act, you have the right to:

• Ask for a summary of the personal data we hold about you and how we use it.
• Ask us to correct, complete or update your data.
• Ask us to erase your data and close your account.
• Withdraw any consent you have given, for example to promotional messages.
• Nominate someone to exercise these rights for you if you die or are unable to do so.
• Have your complaints handled by our Grievance Officer.

Diners can update most details in My Account. For anything else, email grievance@palateflow.com with the phone number or email address linked to your account. We may ask you to confirm it's you before acting on a request. We respond within 30 days.

If you're not satisfied with our response, you can complain to the Data Protection Board of India.

You can ask us to delete your Palateflow account and the personal data linked to it at any time, whether you order food as a diner or work as a restaurant owner or staff member:

• On the web: palateflow.com/delete-account
• In the Palateflow app for restaurants: open the More menu and tap Delete Account.
• By email: grievance@palateflow.com, from the phone number or email address linked to your account.

We confirm it's really you before deleting anything, then finish within 30 days. Records the law requires us to keep, such as tax invoices and payment records (up to 8 years), are kept only for that purpose and then deleted. The delete-account page lists exactly what is deleted and what is kept.

We don't use advertising cookies on the diner site. We use a few cookies and your browser's local storage to make Palateflow work and to remember your choices:

• Keeping you signed in.
• Preferences such as your language, how you view a menu or the restaurant list, and your favourite and hidden restaurants.
• Your cart, and the name and phone number you entered at checkout, saved on your device so you don't have to type them again.

Razorpay and Google may set their own cookies when you pay or sign in with them. On our pages for restaurant owners, we may use Google Analytics and Meta Pixel to measure how our marketing performs.

You can clear cookies and local storage in your browser settings at any time. You may then be signed out and lose your saved preferences.

Restaurant owners and staff can use the Palateflow Android app, published by Wahenam International, to take orders, bill and print. The app asks for each permission only when you use the feature that needs it, and you can turn any of them off in your phone's settings:

• Camera and photos: to photograph or pick a licence, receipt, bill or menu photo you choose to attach. A photo is uploaded only when you attach it, and is stored with your restaurant's records.
• Nearby devices (Bluetooth): to find and connect to Bluetooth receipt and kitchen printers. The app also looks for network printers on your shop's Wi-Fi.
• Location: only when you tap the button to set your restaurant's map pin from where you are standing, and on Android 11 and older, which require location permission for any Bluetooth printer search. The app does not track your location or read it in the background.
• Notifications: to alert you about new orders, kitchen updates and other activity at your restaurant, with sounds you can turn off in the app.
• Running in the background: to keep the printer connected and print orders while you use other apps. Android shows a notification while this is running.

The app keeps some data on your device: your sign-in session, device settings such as your printer, sounds and role, and bills or coupons made while the internet is down, which are sent to our servers when the connection returns. Signing out removes the session; uninstalling the app removes everything it stored.

If the app crashes, it sends a crash report to our servers with the error details, the app version and the type of phone. We use crash reports only to fix problems. The app has no advertising and no third-party analytics or tracking.

Palateflow is meant for people aged 18 or over. We don't knowingly collect personal data from anyone under 18 without verifiable consent from a parent or lawful guardian, and we don't track children or target advertising at them.

If you believe a child has given us personal data without that consent, email grievance@palateflow.com and we will delete it.

Our Grievance Officer handles privacy and data requests, and complaints about how we handle your personal data or anything else on Palateflow:

• Grievance Officer, Wahenam International
• Ahmedabad, Gujarat, India
• Email: grievance@palateflow.com

We will acknowledge your complaint and respond within 30 days.

We may update this policy as Palateflow changes or as the law requires. We'll change the “last updated” date at the top of this page and, for significant changes, tell you on the site or by message before they take effect.

For privacy questions and data requests (access, correction, erasure or withdrawing consent), email grievance@palateflow.com. For help with an order or your account, email support@palateflow.com.

Wahenam International, Ahmedabad, Gujarat, India.