ParceliaHyperlocal delivery
Sign in

Privacy policy

Last updated 27 August 2026 · How Parcelia collects, uses, shares, stores and protects the personal information of customers, delivery partners and site visitors.

User privacy matters to Parcelia Logistics Private Limited (“Parcelia”). This policy covers how Parcelia collects, uses, discloses and stores user information, and users are advised to familiarise themselves with these practices.

By using the Parcelia applications or site, you expressly consent to the use and disclosure of your personal information in accordance with this policy. This policy is incorporated into the Parcelia Terms and Conditions and is read in addition to them. Where this policy and the Terms are inconsistent, this policy prevails to the extent of the inconsistency.

If Parcelia makes a significant change to the way information is treated, notice will be given through the app, the site, or by email. Continued use after that notice is consent to the change.

1. Definitions

  • “Applications” or “App” — the Parcelia customer, rider and business applications for Android and iOS, and the site parcelia.in.
  • “Applicable law” — all laws, statutes, ordinances, regulations, guidelines and policies having the force of law in India, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.
  • “Customer” — an individual or entity using the platform to obtain delivery services.
  • “Delivery Partner” — an independent rider or driver registered on the platform to provide delivery services.
  • “Device” — the phone, computer or other device through which a user accesses the platform.
  • “Personal information” — information that can be used to identify or contact a person, as described in Clause 3.
  • “Platform” — the site, the customer app and the rider app together.
  • “Territory” — India.
  • “TSPs” — third-party service providers whose services are used with or alongside the Parcelia services.
  • “User content” — any content a user saves, submits, posts, uploads or transmits through the platform, including images, documents, saved addresses and profile information.

2. Acceptance

By accessing, registering, browsing, uploading, posting or otherwise using the platform, or otherwise providing information on it, you agree that your personal information will be handled in accordance with this policy.

By accepting this policy, expressly or by implication, you also agree to be bound by:

  • all Parcelia policies, including the Terms and Conditions as amended from time to time;
  • any plan limit, product disclaimer or other restriction presented to you on the platform; and
  • the privacy policies of applicable TSPs.

You acknowledge that, for certain activities, the collection, transfer, storage and processing of your information may be carried out by trusted partners, affiliates or agents — payment processors, insurers, hosting providers, communication services and analytics providers — to help Parcelia provide those functions.

3. Information Parcelia collects

Information you give us. When you browse the platform, request information, upload content or register, Parcelia collects, where permitted by applicable law:

  • name;
  • email address;
  • telephone number;
  • postal and saved addresses, including pickup and drop addresses and delivery instructions;
  • profile picture;
  • payment method details, in tokenised form;
  • the items requested for delivery and their declared value; and
  • any other information you choose to provide.

Information collected automatically. In order for the platform to work, the following may be collected by Parcelia or by third parties acting on its behalf:

  • Location information — precise location data about a delivery entered on the platform. Where you permit access to location services through your operating system, Parcelia may also collect the precise location of the device while the app is in the foreground or background, and may derive approximate location from the IP address.
  • Contacts information — where you permit access to your address book, names and contact details from it, to make it easier to enter a recipient.
  • Transaction information — the type of service requested, date and time, amounts charged, distance, number of stops and other transaction details.
  • Usage and preference information — how you interact with the platform, the preferences you express and the settings you choose, in some cases through cookies, pixel tags and similar technologies.
  • Device information — hardware model, operating system and version, software and file names, preferred language, unique device and advertising identifiers, serial number, device motion information and mobile network information.
  • Call and SMS data — where the platform facilitates communication between a Customer, a Delivery Partner and a recipient, the date and time of a call or message, the numbers involved and the content of an SMS sent through the platform.
  • In-app chat — messages exchanged with a Delivery Partner or with support through the platform, retained for safety, dispute resolution and quality monitoring.
  • Delivery photographs — images captured by the Delivery Partner at collection and at each drop as proof of pickup and proof of delivery, together with the time and location at which they were taken.
  • Log information — server logs including IP address, access dates and times, features or pages viewed, crashes and other system activity, browser type, and the third-party site or service used before interacting with Parcelia.

Delivery Partner photo information. As part of onboarding, Parcelia may collect a selfie in order to verify identity by matching it against the photo on a submitted document. This may involve converting the photo into a secure technical format, such as facial data points, using automated systems. That data is used only for identity verification, stored securely, and retained only as long as necessary. By submitting the selfie the Delivery Partner consents to that processing.

Information from other sources. Parcelia may receive information from other sources and combine it with information collected through the platform — for example where you link or log in with a payment provider or social media service, where a Delivery Partner rates a Customer after a delivery, or where you interact with Parcelia in another capacity.

4. Sensitive personal information

“Sensitive personal information” means information revealing racial or ethnic origin, political opinions, religious or philosophical beliefs or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a person, data concerning health, or data concerning a person’s sex life or sexual orientation.

Parcelia does not require, collect or process sensitive personal information, other than the identity-verification processing of a Delivery Partner selfie described in Clause 3, which is carried out with consent and solely to confirm identity.

5. How Parcelia uses personal information

Personal information submitted to the platform is used for the purposes set out in this policy or stated on the platform, including to:

  • provide, maintain and improve the service — process payments and wallet withdrawals, arrange protection cover, send receipts, provide the products and services requested, develop new features, provide customer support, build safety features, authenticate users and send administrative messages;
  • perform internal operations — prevent fraud and abuse, troubleshoot bugs and operational problems, conduct data analysis, testing and research, and monitor usage and activity trends;
  • facilitate communication between a Customer and a Delivery Partner, between a Delivery Partner and a recipient, and between a Customer and a recipient, including expected delivery times and the name and details of the assigned Delivery Partner;
  • send communications about products, services, promotions, news and events, where permitted by law, and to run contests and promotions; and
  • personalise and improve the service, including recommending features, content and offers.

Parcelia uses usage data to diagnose problems with and maintain its servers, to manage the platform, and to improve the service based on observed usage patterns. It may generate reports and analysis from that usage data for internal analysis and marketing, and may provide usage data to third parties — but not personally identifying information, without your permission.

6. Cookies and similar technologies

Parcelia uses cookies on the platform to analyse traffic flow, measure the effectiveness of promotions, and promote trust and safety. Some features are available only through the use of a cookie, and cookies allow you to enter your password less often during a session.

A cookie is a small piece of information stored by a web server on a browser and read back later. Most are session cookies, deleted automatically at the end of a session; Parcelia also places persistent cookies. Cookies do not contain personally identifiable information.

You are free to decline cookies if your browser permits, but some features of the platform may then be unavailable and you may have to re-enter your password more often.

7. Sharing personal information

Parcelia may share your personal information with:

  • Delivery Partners, so they can perform the delivery — for example your name, average rating, pickup and drop locations and the recipient’s contact number;
  • the general public, where you post content on a public forum or feature of the platform;
  • third parties with whom you choose to let Parcelia share information, including apps and sites that integrate with the Parcelia API; and
  • third parties with whom a Delivery Partner chooses to share information, including Customers, insurance agents and insurers.

Parcelia may also share information with:

  • its subsidiaries and affiliated entities that provide services or conduct data processing on its behalf;
  • vendors, consultants, marketing partners, insurance providers, communication providers, payment gateways and banks who need access to carry out work on Parcelia’s behalf;
  • a competent authority, in response to a summons, court order or other legal process, where Parcelia believes disclosure is required by law;
  • law enforcement, government authorities or other third parties where Parcelia believes your actions are inconsistent with its Terms or policies, or to protect the rights, property or safety of Parcelia or others;
  • a party responding to a claim that content violates its rights;
  • a counterparty in connection with a merger, sale of assets, consolidation, restructuring, financing or acquisition of all or part of the business;
  • any recipient you have been notified of and consented to; and
  • any recipient, in aggregated or anonymised form that cannot reasonably be used to identify you.

Parcelia may share personal information with its affiliates and authorised agents, auditors and advisors to help detect and prevent identity theft, fraud and other potentially illegal acts, to correlate related or multiple accounts and prevent abuse, and to facilitate joint or co-branded services you have requested. Those entities may not market to you as a result of that sharing unless you opt in.

Parcelia may share your information with third parties for basic verification of what you have provided, including bank account and UPI details supplied for a wallet withdrawal. Where you are a Delivery Partner, verified identity information is shared with Customers to the extent needed for the delivery.

8. Retention and deletion

Personal information is deleted from the platform once you delete your Account, except where Parcelia is required or permitted to retain it:

  • to the extent required under applicable law, including tax and transaction records;
  • where it is relevant to an ongoing or prospective legal proceeding; and
  • in the exercise of lawful rights, including providing information to third parties for the prevention and reduction of credit and fraud risk.

Delivery photographs and in-app chat transcripts are retained for 90 days from the date of delivery, and longer where they relate to an open claim or dispute.

9. Accessing and updating your information

As a registered user, your personal information can be viewed through your Account, which is protected by a password.

You represent that the information you provide is correct and complete and does not belong to another person, and you undertake to update any change promptly in the app or by writing to Parcelia.

An update takes effect for future transactions and does not apply to a transaction already in progress. A change of address on a live Booking may change the price.

10. Protecting your information

Your personal information is never shared outside Parcelia without your permission, except as explained above. Within Parcelia it is stored on access-controlled servers, available to staff and consultants on a need-to-know basis.

Parcelia employs security measures to protect information online and offline against unauthorised access, unlawful processing, accidental loss, destruction and damage. Service providers and agents are contractually bound to maintain confidentiality and may not use the information for any unauthorised purpose.

Financial transactions on the platform are protected by encryption, and card details are tokenised by the payment gateway in line with Reserve Bank of India requirements. Parcelia does not store card numbers.

You acknowledge that despite these measures, transmitting information over the internet carries inherent risk, and Parcelia makes no guarantee about the security of transmission.

11. Third-party sites and services

The platform contains components and links provided by TSPs — maps, payment gateways, analytics and messaging. Information you exchange with those third parties is governed by their own privacy policies, not this one, and those policies are deemed incorporated here to the extent applicable.

The platform may integrate social sharing features. Using them shares information with your contacts or with the public, depending on the settings you have with that service.

Where you follow a link to a third-party website, that website is governed by its own privacy policy and Parcelia is not responsible for its information practices.

13. Opting out

Parcelia may communicate with users by email, SMS or push notification. You may opt out of non-essential communication — news, offers and product updates — at any time from the app, or by writing to grievances@parcelia.in. Unsubscribe requests are processed as soon as possible, and a small number of messages may still arrive while the request is being processed.

Transactional messages relating to a live Booking — OTPs, assignment and delivery confirmations — cannot be switched off while a Booking is in progress.

You may ask for confirmation of whether your personal information is being processed for non-transactional purposes, and you may withdraw consent and ask for your contact information to be removed, by writing to grievances@parcelia.in.

14. Analytics and advertising

Parcelia may allow others to provide audience measurement and analytics, to serve advertisements on its behalf, and to report on the performance of those advertisements. Those entities may use cookies, web beacons, SDKs and similar technologies to identify your device when you visit the platform and when you visit other sites and services.

15. Changes to this policy

This policy may change, and any change will be posted on this page so that users always know what information is collected, how it is used and when it is disclosed. All information submitted through the platform is subject to this policy as amended. Continued use of the platform indicates agreement to those changes.

16. Grievance officer

In accordance with the Information Technology Act, 2000 and the rules made under it, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, the name and contact details of the Grievance Officer are:

  • Name: Priya Raghavan
  • Designation: Grievance Officer
  • Email: grievances@parcelia.in
  • Address: 3rd Floor, Prestige Atrium, 1 Central Street, Bengaluru 560001, Karnataka
  • Timings: a complaint is acknowledged within 48 hours of receipt and redressed within one month of receipt.

Any complaint raised by a user will be acknowledged and redressed by the Grievance Officer within the timelines specified under applicable law.

Words and expressions used but not defined here have the meaning given to them in the Information Technology Act, 2000 and the Information Technology (Reasonable security practices and procedures and sensitive personal data or information) Rules, 2011.