Effective date: 27 September 2026
This Privacy Policy explains how AIQ SIXTY FIVE SMARTKART HUB PVT LTD ("Shino", "we", "us", "our") collects, uses, shares and protects your personal data when you use the Shino mobile application, the website https://shino.in and related services for ordering food from Shino Kitchen and groceries from Shino Mart (together, the "Platform"). By using the Platform, you agree to the practices described here.
1. Who we are
The Platform is operated by AIQ SIXTY FIVE SMARTKART HUB PVT LTD, a company incorporated in India with its registered office at 21 Sivashanmugam Pillai St, SV Nagar, Ambattur, Tiruvallur – 600053, Tamil Nadu. For the purposes of the DPDP Act, we are the "Data Fiduciary" for the personal data described in this policy.
2. Information we collect
Information you give us
- Account details: your name and mobile number. An email address is optional.
- Delivery details: delivery addresses, landmarks and delivery instructions.
- Order details: items ordered, order value, preferences, ratings and feedback.
- Support communications: messages you send us by phone, email, WhatsApp or in the app.
Information collected automatically
- Location: with your permission, your device location to find your nearest hub, show delivery availability and deliver your order. You can turn location access off in your device settings.
- Device and usage data: device model, operating system, app version, IP address, crash logs and how you use the Platform.
- Cookies and similar technologies (website): we use analytics and advertising tools such as Google Analytics and Meta Pixel to understand visits and measure our campaigns. You can control cookies in your browser settings.
Payment information
Online payments are processed by licensed third-party payment gateways. We do not store your full card number, CVV, UPI PIN or net-banking credentials. We receive only the details needed to confirm the payment, such as a transaction reference and payment status.
3. How we use your information
- To create and manage your account and verify your mobile number.
- To accept, prepare, pack, deliver and track your food and grocery orders, and to arrange pickup.
- To process payments, cash on delivery, cancellations, returns and refunds.
- To provide customer support and respond to your requests.
- To send order updates and service messages by app notification, SMS, WhatsApp or email.
- With your consent, to send offers and promotions. You can opt out at any time from the app or by contacting us.
- To forecast demand, manage stock and improve our kitchens, marts, delivery and the Platform.
- To prevent fraud and misuse, keep the Platform secure and comply with legal obligations.
4. How we share your information
We do not sell your personal data. We share it only as needed to run the service:
- Delivery partners: your name, delivery address, phone number and order details, to complete your delivery.
- Payment gateways and banks: to process payments and refunds.
- Service providers: cloud hosting, messaging (SMS/WhatsApp), analytics, customer support and similar providers who process data on our behalf under contractual confidentiality and security obligations.
- Legal and safety: government authorities, courts or law enforcement when required by law, or to protect the rights, property or safety of Shino, our customers or others.
- Business transfers: a successor entity in case of a merger, acquisition or sale of assets, subject to this policy.
5. Data retention
We keep your personal data only for as long as your account is active or as needed to provide the services, and thereafter as required for legal, tax, accounting or dispute-resolution purposes. When data is no longer needed, we delete or anonymise it.
6. Data security
We use reasonable technical and organisational safeguards, including encryption in transit, access controls and restricted staff access, to protect your personal data. No method of transmission or storage is fully secure, but we work to protect your information and will notify you and the authorities of a personal data breach where the law requires.
7. Your rights
Subject to applicable law, you have the right to:
- Access a summary of the personal data we hold about you and how it is processed.
- Correct, complete or update inaccurate or incomplete personal data.
- Request erasure of your personal data and deletion of your account.
- Withdraw consent you have given, for example for marketing messages.
- Raise a grievance with us, and escalate it to the Data Protection Board of India if unresolved.
- Nominate another person to exercise your rights in the event of your death or incapacity.
To delete your account, follow the steps on our App Data Deletion page. For other requests, contact us using the details below. We may need to verify your identity using your registered mobile number.
8. Children
The Platform is intended for users aged 18 and above. We do not knowingly collect personal data from children without verifiable parental consent. If you believe a child has provided us personal data, please contact us and we will delete it.
9. Third-party links
The Platform may link to third-party websites or services, such as app stores, payment pages or social media. Their privacy practices are governed by their own policies.
10. Changes to this policy
We may update this Privacy Policy from time to time. The effective date at the top shows when it was last changed. Significant changes will be communicated through the Platform.
11. Contact and grievance officer
For privacy questions, requests or grievances, contact our Grievance Officer:
- Email: policy@shino.in
- Phone: +91 96009 87247
- Address: AIQ SIXTY FIVE SMARTKART HUB PVT LTD, 21 Sivashanmugam Pillai St, SV Nagar, Ambattur, Tiruvallur – 600053, Tamil Nadu
For order, delivery, return or refund help, please contact customer.support@shino.in.