Who We Are
Urbanest is a home services coordination platform operated in Hyderabad, Telangana, India. We connect verified home service professionals with customers who need cleaning, kitchen help, laundry, packing, and related services. Our platform operates primarily through our website at urbanest.co.in and via WhatsApp for coordination and communication.
When this policy refers to "Urbanest," "we," "us," or "our," it means the Urbanest platform and its operators. When it refers to "you" or "your," it means any individual who accesses our website, books a service, or communicates with us in any capacity.
For any privacy-related queries, contact us at: welcome@urbanest.co.in
Data We Collect
We collect only the information necessary to provide our service. Below is a complete list of all personal data we may collect:
Information you provide directly when booking:
- Full name
- Email address
- WhatsApp phone number (Indian mobile)
- Age
- Gender (optional — "Prefer not to say" is accepted)
- Home address including flat/house number, building name, street, and locality
- Service type, duration, and preferred date and time window
Information generated automatically when you use our website:
- Browser type and version
- Device type (mobile, tablet, desktop)
- IP address (used only for general location, not stored against your profile)
- Pages visited and time spent (anonymous analytics only)
Information from communications:
- Messages you send us via WhatsApp, email, or any other channel
- Feedback or complaints you submit after a service
We do not collect payment card details, bank account numbers, or any financial credentials. We do not collect government ID numbers. We do not collect biometric data. We do not collect location data in real-time through the website.
How We Use Your Data
We use your data only for the following specific purposes:
- To fulfil your booking — matching you with the right professional, communicating timing, and coordinating the service
- To send you confirmation and updates — via WhatsApp and email, including your booking ID, worker assignment, and OTP codes
- To notify you of service status — arrival reminders, completion summaries, and payment receipts
- To contact you in case of a problem — if a worker cancels, is delayed, or if we need to reschedule
- To handle complaints and disputes — investigating issues, mediating between customer and professional, and resolving claims
- To improve our service — aggregate, anonymised analysis of which localities, services, and time slots are most in demand
- To send operational communications — important updates about our platform, policy changes, or service availability in your area
We do not use your data for advertising, profiling, or selling to third parties. We do not send promotional marketing messages unless you have explicitly opted in.
Who We Share Your Data With
We share your data only where necessary to provide the service. We do not sell your data under any circumstances.
Assigned Service Professional: When a worker accepts your booking, they receive your first name, general locality, the date and time of the booking, and the service type. They do not receive your full address until confirmed, and they do not receive your email. After job completion, this information is no longer accessible to them.
EmailJS: We use EmailJS (emailjs.com) to process booking notification emails. Your booking details are transmitted through their platform to deliver confirmation emails to our team. EmailJS processes this data as a service provider and does not use it independently. Their privacy policy is available at emailjs.com/legal/privacy-policy.
WhatsApp / Meta: We use WhatsApp to communicate with you. Any messages sent via WhatsApp are subject to Meta's privacy policy. We do not control WhatsApp's data practices. We only use WhatsApp to communicate booking information — we do not share your data with Meta beyond what occurs naturally through your use of the WhatsApp platform.
Legal authorities: We may disclose your data if required by Indian law, a court order, or a legitimate request from a law enforcement agency. We will notify you of such a request where legally permitted to do so.
No other third parties receive your personal data. We do not use Google Analytics, Facebook Pixel, or any advertising trackers on our website.
Data Retention
We retain your personal data for the following periods:
- Booking records — retained for 12 months from the date of the booking, after which they are permanently deleted
- Communication records (WhatsApp, email) — retained for 6 months
- Complaint and dispute records — retained for 24 months from resolution date, in case of legal proceedings
- Anonymous analytics data — retained indefinitely as it contains no personally identifiable information
You may request deletion of your data at any time before the retention period expires. See Section 7 for how to exercise this right.
Data Security
We take reasonable and appropriate measures to protect your personal data from unauthorised access, loss, or misuse. These measures include:
- All data transmitted through our website is encrypted using HTTPS/TLS
- Access to booking records is restricted to authorised Urbanest team members only
- We do not store full address information beyond what is needed for the immediate booking
- Workers are given only the minimum information required to complete the job
- Our team members are instructed not to share customer information with any unauthorised party
However, no method of data transmission or storage is 100% secure. While we strive to protect your data, we cannot guarantee absolute security. In the unlikely event of a data breach that affects your personal data, we will notify you as soon as reasonably possible.
Your Rights
You have the following rights with respect to your personal data held by Urbanest:
- Right to Access — you may request a copy of all personal data we hold about you
- Right to Correction — you may request correction of any inaccurate data
- Right to Deletion — you may request that we delete your personal data, subject to any legal obligations we have to retain certain records
- Right to Restrict Processing — you may request that we stop using your data for certain purposes while a dispute is pending
- Right to Object — you may object to any use of your data that you believe is not justified
- Right to Withdraw Consent — where our processing is based on your consent, you may withdraw it at any time
To exercise any of these rights, contact us at welcome@urbanest.co.in or on WhatsApp at +91 90100 02717. We will respond within 7 business days.
WhatsApp & Third-Party Platforms
Urbanest operates primarily through WhatsApp for customer and worker communication. When you message us on WhatsApp, those communications are subject to Meta's (WhatsApp's parent company) own privacy policy and terms. Urbanest does not control how Meta processes data exchanged over WhatsApp.
Our website may contain links to third-party websites, such as Google Maps or partner pages. We are not responsible for the privacy practices of any third-party websites. We encourage you to read their privacy policies before sharing any personal data with them.
Children's Privacy
Our services are intended solely for individuals who are 18 years of age or older. We do not knowingly collect personal data from anyone under 18. Our booking form requires users to confirm their age and will not accept a booking from anyone under 18.
If you believe that a minor has submitted personal data to us, please contact us immediately at welcome@urbanest.co.in and we will delete the data promptly.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. When we make material changes, we will update the "Last Updated" date at the top of this page.
We encourage you to review this policy periodically. Your continued use of our website or services after any changes constitutes your acceptance of the updated policy. If changes are significant, we may also notify you via WhatsApp or email.
Contact Us
If you have any questions, concerns, or complaints about this Privacy Policy or the way we handle your data, please reach out to us through any of the following: