LEGAL INFORMATION & GOVERNANCE COMPLIANCE
Privacy Policy & Data Protection Charter
🛡️ Indian Governance Compliant · FSSAI Reg. 22524051000435 · DPDP Act 2023
1. INTRODUCTION & SCOPE
MANOHORA (Food Business Operator, FSSAI License No. 22524051000435, located at Shibnagar, Lotus Club Gali, Agartala, West Tripura, Tripura - 799001, India) is dedicated to safeguarding your personal privacy and maintaining transparent data handling practices. This Privacy Policy outlines how we collect, use, store, protect, and process your personal data in strict accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act 2023), the Information Technology Act, 2000, and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
2. INFORMATION WE COLLECT
When you interact with our website, place orders, or contact our support team, we collect only the necessary information required to serve you:
• Customer Identity & Contact Data: Full name, 10-digit mobile number, WhatsApp contact number, and optional email address.
• Delivery & Location Details: Complete postal delivery address, house/flat number, road/area, city, state, postal PIN code, and selected fulfillment method (Doorstep Delivery or Counter Pickup).
• Order & Transaction Details: Order reference numbers (e.g. #MN-XXXXXXXX), items selected, quantities, and order date/time.
• Feedback & Reviews: Star ratings, customer feedback comments, and optional customer-uploaded photographs of delivered sweets.
• Support & Enquiry Correspondence: Messages submitted via contact, support, or bug report forms, including optional screenshots.
• Zero Payment Card/Bank Storage: We DO NOT collect, store, or process credit/debit card numbers, CVVs, UPI PINs, or bank account credentials on our servers.
3. PURPOSE OF DATA PROCESSING & LAWFUL BASIS
We process your personal information strictly for legitimate business and fulfillment purposes:
• Order Processing & Fulfillment: To prepare handcrafted sweets, coordinate packing, and fulfill doorstep delivery or counter pickup.
• Two-Step Verification & Status Alerts: To generate and transmit one-time passwords (OTP) and real-time order updates exclusively via WhatsApp or Email (zero SMS channels).
• Customer Assistance & Grievance Resolution: To respond to product queries, resolve delivery requests, and handle cancellation or refund claims.
• Regulatory & Food Safety Compliance: To maintain mandatory records required under FSSAI food safety regulations, GST, and applicable Indian laws.
• Opt-in Promotional Updates: To send festive specials and kitchen announcements only when you explicitly opt in to our newsletter.
4. DATA SHARING & THIRD-PARTY DISCLOSURES
MANOHORA maintains a strict zero-spam, zero-monetization policy:
• No Sale of Personal Data: We NEVER sell, rent, trade, or monetize your personal data with advertisers, data brokers, or marketing networks.
• Authorized Service Providers: Information is shared strictly on a need-to-know basis with trusted partners essential for service delivery (e.g., local delivery runners, verified courier services, and official Meta WhatsApp Cloud API / transactional email gateways).
• Statutory Obligations: We may disclose information only when mandated by valid legal processes, court orders, or governmental law enforcement authorities under Indian law.
5. YOUR DATA PRINCIPAL RIGHTS (UNDER DPDP ACT 2023)
As a Data Principal under Indian law, you hold complete control over your personal data:
• Right to Access: View all your personal data, past order history, feedback, and active enquiries through our interactive Privacy Portal (?page=manage-data).
• Right to Erasure & Deletion: Request selective or permanent deletion of your stored records, past orders, or feedback through OTP-verified self-service.
• Right to Correction: Update or rectify incorrect delivery addresses or contact details by reaching out to our team.
• Right to Withdraw Consent: Unsubscribe from marketing notifications at any time with a single click.
6. DATA RETENTION & SECURITY SAFEGUARDS
• Technical Safeguards: We implement strong encryption, HTTPS/TLS data in transit, parameterized database queries, CSRF token authentication, and secure session management.
• Statutory Retention: Essential transactional records and invoices are retained for the minimum statutory period required under Indian taxation and FSSAI rules (minimum 3 years), after which they are securely purged.
7. DESIGNATED GRIEVANCE OFFICER
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer details are:
• Entity: MANOHORA (মনোহরা)
• Address: Shibnagar, Lotus Club Gali, Agartala, West Tripura, Tripura - 799001, India
• Email: contact@manohorasweets.com / grievance@manohorasweets.com
• Contact Hotline: +91 9774154874 / +91 9856635949 / +91 9774130079
• Response Timeline: Acknowledgement within 48 hours; resolution within 30 days.
MANOHORA (Food Business Operator, FSSAI License No. 22524051000435, located at Shibnagar, Lotus Club Gali, Agartala, West Tripura, Tripura - 799001, India) is dedicated to safeguarding your personal privacy and maintaining transparent data handling practices. This Privacy Policy outlines how we collect, use, store, protect, and process your personal data in strict accordance with the Digital Personal Data Protection Act, 2023 (DPDP Act 2023), the Information Technology Act, 2000, and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
2. INFORMATION WE COLLECT
When you interact with our website, place orders, or contact our support team, we collect only the necessary information required to serve you:
• Customer Identity & Contact Data: Full name, 10-digit mobile number, WhatsApp contact number, and optional email address.
• Delivery & Location Details: Complete postal delivery address, house/flat number, road/area, city, state, postal PIN code, and selected fulfillment method (Doorstep Delivery or Counter Pickup).
• Order & Transaction Details: Order reference numbers (e.g. #MN-XXXXXXXX), items selected, quantities, and order date/time.
• Feedback & Reviews: Star ratings, customer feedback comments, and optional customer-uploaded photographs of delivered sweets.
• Support & Enquiry Correspondence: Messages submitted via contact, support, or bug report forms, including optional screenshots.
• Zero Payment Card/Bank Storage: We DO NOT collect, store, or process credit/debit card numbers, CVVs, UPI PINs, or bank account credentials on our servers.
3. PURPOSE OF DATA PROCESSING & LAWFUL BASIS
We process your personal information strictly for legitimate business and fulfillment purposes:
• Order Processing & Fulfillment: To prepare handcrafted sweets, coordinate packing, and fulfill doorstep delivery or counter pickup.
• Two-Step Verification & Status Alerts: To generate and transmit one-time passwords (OTP) and real-time order updates exclusively via WhatsApp or Email (zero SMS channels).
• Customer Assistance & Grievance Resolution: To respond to product queries, resolve delivery requests, and handle cancellation or refund claims.
• Regulatory & Food Safety Compliance: To maintain mandatory records required under FSSAI food safety regulations, GST, and applicable Indian laws.
• Opt-in Promotional Updates: To send festive specials and kitchen announcements only when you explicitly opt in to our newsletter.
4. DATA SHARING & THIRD-PARTY DISCLOSURES
MANOHORA maintains a strict zero-spam, zero-monetization policy:
• No Sale of Personal Data: We NEVER sell, rent, trade, or monetize your personal data with advertisers, data brokers, or marketing networks.
• Authorized Service Providers: Information is shared strictly on a need-to-know basis with trusted partners essential for service delivery (e.g., local delivery runners, verified courier services, and official Meta WhatsApp Cloud API / transactional email gateways).
• Statutory Obligations: We may disclose information only when mandated by valid legal processes, court orders, or governmental law enforcement authorities under Indian law.
5. YOUR DATA PRINCIPAL RIGHTS (UNDER DPDP ACT 2023)
As a Data Principal under Indian law, you hold complete control over your personal data:
• Right to Access: View all your personal data, past order history, feedback, and active enquiries through our interactive Privacy Portal (?page=manage-data).
• Right to Erasure & Deletion: Request selective or permanent deletion of your stored records, past orders, or feedback through OTP-verified self-service.
• Right to Correction: Update or rectify incorrect delivery addresses or contact details by reaching out to our team.
• Right to Withdraw Consent: Unsubscribe from marketing notifications at any time with a single click.
6. DATA RETENTION & SECURITY SAFEGUARDS
• Technical Safeguards: We implement strong encryption, HTTPS/TLS data in transit, parameterized database queries, CSRF token authentication, and secure session management.
• Statutory Retention: Essential transactional records and invoices are retained for the minimum statutory period required under Indian taxation and FSSAI rules (minimum 3 years), after which they are securely purged.
7. DESIGNATED GRIEVANCE OFFICER
In compliance with Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer details are:
• Entity: MANOHORA (মনোহরা)
• Address: Shibnagar, Lotus Club Gali, Agartala, West Tripura, Tripura - 799001, India
• Email: contact@manohorasweets.com / grievance@manohorasweets.com
• Contact Hotline: +91 9774154874 / +91 9856635949 / +91 9774130079
• Response Timeline: Acknowledgement within 48 hours; resolution within 30 days.