Last updated on 06 September, 2024
This Privacy Policy (“Policy”) describes the policies and procedures on the collection, use, disclosure and protection of your information when you use our website located at Nemwo.in, or the Nemwo mobile application (collectively, “Nemwo App”) made available by Nemwo (“Nemwo”, “Company”, “we”, “us” and “our”), a private company established under the laws of India having its registered office at New Dackbanglo more , Pakur Road , Dhulian , Samserganj , Murshidabad, West Bengal , India , 742202
The terms “you” and “your” refer to the user of the Nemwo App. The term “Services” refers to any services offered by Nemwo whether on the Nemwo App or otherwise.
Please read this Policy before using the Nemwo App or submitting any personal information to Nemwo. This Policy is a part of and incorporated within, and is to be read along with, the Terms of Use.
YOUR CONSENT
By using the Nemwo App and the Services, you agree and consent to the collection, transfer, use, storage, disclosure and sharing of your information as described and collected by us in accordance with this Policy. If you do not agree with the Policy, please do not use or access the Nemwo App.
POLICY CHANGES
We may occasionally update this Policy and such changes will be posted on this page. If we make any significant changes to this Policy we will endeavour to provide you with reasonable notice of such changes, such as via prominent notice on the Nemwo App or to your email address on record and where required by applicable law, we will obtain your consent. To the extent permitted under the applicable law, your continued use of our Services after we publish or send a notice about our changes to this Policy shall constitute your consent to the updated Policy.
LINKS TO OTHER WEBSITES
The Nemwo App may contain links to other websites. Any personal information about you collected whilst visiting such websites is not governed by this Policy. Nemwo shall not be responsible for and has no control over the practices and content of any website accessed using the links contained on the Nemwo App. This Policy shall not apply to any information you may disclose to any of our service providers/service personnel which we do not require you to disclose to us or any of our service providers under this Policy.
INFORMATION WE COLLECT FROM YOU
Device Information: In order to improve your app experience and lend stability to our services to you, we may collect information or employ third party plugins that collect information about the devices you use to access our Services, including the hardware models, operating systems and versions, software, file names and versions, preferred languages, unique device identifiers, advertising identifiers, serial numbers, device motion information, mobile network information, installed applications on device and phone state. The information collected thus will be disclosed to or collected directly by these plugins and may be used to improve the content and/or functionality of the services offered to you. Analytics companies may use mobile device IDs to track your usage of the Nemwo App;
COOKIES
Our Nemwo App and third parties with whom we partner, may use cookies, pixel tags, web beacons, mobile device IDs, “flash cookies” and similar files or technologies to collect and store information with respect to your use of the Services and third-party websites.
Cookies are small files that are stored on your browser or device by websites, apps, online media and advertisements. We use cookies and similar technologies for purposes such as:
Authenticating users;
Remembering user preferences and settings;
Determining the popularity of content;
Delivering and measuring the effectiveness of advertising campaigns;
Analysing site traffic and trends, and generally understanding the online behaviours and interests of people who interact with our services.
A pixel tag (also called a web beacon or clear GIF) is a tiny graphic with a unique identifier, embedded invisibly on a webpage (or an online ad or email), and is used to count or track things like activity on a webpage or ad impressions or clicks, as well as to access cookies stored on users’ computers. We use pixel tags to measure the popularity of our various pages, features and services. We also may include web beacons in e-mail messages or newsletters to determine whether the message has been opened and for other analytics.
To modify your cookie settings, please visit your browser’s settings. By using our Services with your browser settings to accept cookies, you are consenting to our use of cookies in the manner described in this section.
We may also allow third parties to provide audience measurement and analytics services for us, to serve advertisements on our behalf across the Internet, and to track and report on the performance of those advertisements. These entities may use cookies, web beacons, SDKs and other technologies to identify your device when you visit the Nemwo App and use our Services, as well as when you visit other online sites and services.
Please see our Cookie Policy for more information regarding the use of cookies and other technologies described in this section, including regarding your choices relating to such technologies.
USES OF YOUR INFORMATION
We use the information we collect for following purposes, including:
To provide, personalise, maintain and improve our products and services, such as to enable deliveries and other services, enable features to personalise your Nemwo account;
To carry out our obligations arising from any contracts entered into between you and us and to provide you with the relevant information and services;
To administer and enhance the security of our Nemwo App and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
To provide you with information about services we consider similar to those that you are already using, or have enquired about, or may interest you. If you are a registered user, we will contact you by electronic means (e-mail or SMS or telephone or other internet based instant messaging systems) with information about these services;
To understand our users (what they do on our Services, what features they like, how they use them, etc.), improve the content and features of our Services (such as by personalizing content to your interests), process and complete your transactions, make special offers, provide customer support, process and respond to your queries;
To generate and review reports and data about, and to conduct research on, our user base and Service usage patterns;
To allow you to participate in interactive features of our Services, if any; or
To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you.
If you are a partner restaurant or merchant or delivery partner, to track the progress of delivery or status of the order placed by our customers.
to carry out academic research with academic partners.
We may combine the information that we receive from third parties with the information you give to us and information we collect about you for the purposes set out above. Further, we may anonymize and/or de-identify information collected from you through the Services or via other means, including via the use of third-party web analytic tools. As a result, our use and disclosure of aggregated and/or de-identified information is not restricted by this Policy, and it may be used and disclosed to others without limitation.
We analyse the log files of our Nemwo App that may contain Internet Protocol (IP) addresses, browser type and language, Internet service provider (ISP), referring, app crashes, page viewed and exit websites and applications, operating system, date/time stamp, and clickstream data. This helps us to administer the website, to learn about user behavior on the site, to improve our product and services, and to gather demographic information about our user base as a whole.
DISCLOSURE AND DISTRIBUTION OF YOUR INFORMATION
We may share your information that we collect for following purposes:
With Service Providers: We may share your information with our vendors, consultants, marketing partners, research firms and other service providers or business partners, such as Payment processing companies, to support our business. For example, your information may be shared with outside vendors to send you emails and messages or push notifications to your devices in relation to our Services, to help us analyze and improve the use of our Services, to process and collect payments. We also may use vendors for other projects, such as conducting surveys or organizing sweepstakes for us.
With Partner Restaurants/Merchant: While you place a request to order food through the Nemwo App, your information is provided to us and to the restaurants/merchants with whom you may choose to order. In order to facilitate your online food order processing, we provide your information to that restaurant/merchant in a similar manner as if you had made a food order directly with the restaurant. If you provide a mobile phone number, Nemwo may send you text messages regarding the order’s delivery status.
With Academic Partners: We may share your information with our academic partners for the purpose of carrying out academic research.
With Other Users: If you are a delivery partner, we may share your name, phone number and/or profile picture (if applicable), tracking details with other users to provide them the Services.
For Crime Prevention or Investigation: We may share this information with governmental agencies or other companies assisting us, when we are:
Obligated under the applicable laws or in good faith to respond to court orders and processes; or
Detecting and preventing against actual or potential occurrence of identity theft, fraud, abuse of Services and other illegal acts;
Responding to claims that an advertisement, posting or other content violates the intellectual property rights of a third party;
Under a duty to disclose or share your personal data in order to enforce our Terms of Use and other agreements, policies or to protect the rights, property, or safety of the Company, our customers, or others, or in the event of a claim or dispute relating to your use of our Services. This includes exchanging information with other companies and organisations for the purposes of fraud detection and credit risk reduction.
For Internal Use: We may share your information with any present or future member of our “Group” (as defined below)or affiliates for our internal business purposes The term “Group” means, with respect to any person, any entity that is controlled by such person, or any entity that controls such person, or any entity that is under common control with such person, whether directly or indirectly, or, in the case of a natural person, any Relative (as such term is defined in the Companies Act, 1956 and Companies Act, 2013 to the extent applicable) of such person.
With Advertisers and advertising networks: We may work with third parties such as network advertisers to serve advertisements on the Nemwo App and on third-party websites or other media (e.g., social networking Apps). These third parties may use cookies, JavaScript, web beacons (including clear GIFs), Flash LSOs and other tracking technologies to measure the effectiveness of their ads and to personalize advertising content to you.
While you cannot opt out of advertising on the Nemwo App, you may opt out of much interest-based advertising on third party sites and through third party ad networks (including DoubleClick Ad Exchange, Facebook Audience Network and Google AdSense). For more information, visit www.aboutads.info/choices. Opting out means that you will no longer receive personalized ads by third parties ad networks from which you have opted out, which is based on your browsing information across multiple sites and online services. If you delete cookies or change devices, your opt out may no longer be effective.
To fulfill the purpose for which you provide it.
We may share your information other than as described in this Policy if we notify you and you consent to the sharing.
DATA SECURITY PRECAUTIONS
We have in place appropriate technical and security measures to secure the information collected by us.
We use vault and tokenization services from third party service providers to protect the sensitive personal information provided by you. The third-party service providers with respect to our vault and tokenization services and our payment gateway and payment processing are compliant with the payment card industry standard (generally referred to as PCI compliant service providers). You are advised not to send your full credit/debit card details through unencrypted electronic Apps. Where we have given you (or where you have chosen) a username and password which enables you to access certain parts of the Nemwo App, you are responsible for keeping these details confidential. We ask you not to share your password with anyone.
Please we aware that the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted through the Nemwo App. Once we have received your information, we will use strict physical, electronic, and procedural safeguards to try to prevent unauthorised access.
OPT-OUT
When you sign up for an account, you are opting in to receive emails from Nemwo. You can log in to manage your email preferences [here] or you can follow the “unsubscribe” instructions in commercial email messages, but note that you cannot opt out of receiving certain administrative notices, service notices, or legal notices from Nemwo.
If you wish to withdraw your consent for the use and disclosure of your personal information in the manner provided in this Policy or you want your data to be deleted, please write to us at help@Nemwo.com. Please note that we may take time to process such requests, and your request shall take effect no later than 5 (Five) business days from the receipt of such request, after which we will not use your personal data for any processing unless required by us to comply with our legal obligations. We may not be able offer you any or all Services upon such withdrawal of your consent.
GRIEVANCE OFFICER AND Nemwo App SECURITY
If you have any queries relating to the processing or usage of information provided by you in connection with this Policy, please email us at support@nemwo.com or write to our Grievance Officer at the following address:
Nemwo Grievance Officer
Mr . CHHOTAN SARDAR
New Dackbanglo more , Pakur Road , Dhulian , Samserganj , Murshidabad, West Bengal , India , 742202
If you come across any abuse or violation of the Policy, please report to support@nemwo.com
Cancellation and Refund Policy
Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.Nemwo.in (the “Website”) and our ‘Nemwo’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.
Customer Cancellation
As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one-minute of the Order being placed. However, subject to Buyer’s previous cancellation history, Nemwo reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of Nemwo.
If Buyer cancels his/her Order after one minute of placing it, Nemwo shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Nemwo, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.
Non-Customer Cancellation
Nemwo reserves the right to collect a penalty for the Orders constrained to be cancelled by Nemwo for reasons not attributable to Nemwo, including but not limited to:
in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;
failure to contact Buyer by phone or email at the time of delivering the Order booking;
failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or
unavailability of all the items ordered by Buyer at the time of booking the Order; or
unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, Nemwo will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.
In case of cancellations for the reasons attributable to Nemwo or the Merchant or PDP, Nemwo shall not collect any penalty from the Buyer.
Cancellation policy for Instamart/Meat stores/Supermarkets/Pet stores/Fruits and vegetables/Wellness essentials/Gourmet & Organic
The Orders placed by Buyers using the Platform are non-cancellable and non-refundable except if refund is requested under the following conditions –
If the Order could not be delivered within the estimated time while placing the order;
If the Order has not been picked by the PDP
If the Merchant doesn't accept or cancels the Order due to reasons not attributable to Buyer, including but not limited to store being closed, non-availability of items, store cannot service online orders at that moment, store is overcrowded, etc.
If Nemwo cancels the Order due to reasons not attributable to Buyer, including but not limited to non-availability of PDP, etc.
Nemwo reserves the right to look into the cancellation request of the Buyer and determine if such cancelation request falls under the conditions mentioned above. If Nemwo is satisfied that the request and same fulfills any of the aforesaid conditions, then Nemwo shall process the cancellation request and refund amounts to the Buyer.
Refunds
Buyer may be entitled to a refund for prepaid Orders. Nemwo retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason;
Buyer may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or Nemwo, however such refunds will be assessed on a case to case basis by Nemwo.
Our decision on refunds shall be final and binding.
All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyer’s wallet with his/her Nemwo Account;
Process
Payment Method
Refund Source
TAT
Order Edit
/Cancellation/Compensation/Payment Failure
Net Banking
Source
5-7 Business Days
Debit/Credit Cards
Source
5-7 Business Days
UPI
Source
2 Hours
Amazon Pay (Wallet)
Source
5-7 Business Days
Amazon Pay (CC/DC/NB)
Source
5-7 Business Days
Phone Pe (Wallet)
Source
5-7 Business Days
Phone Pe (CC/DC/NB)
Source
5-7 Business Days
Wallets-Paytm/Mobikwik/Freecharge
Source
2 Hours
Lazy Pay
Source
2 Hours
Sodexo
Source
5-7 Business Days
In case of payment at the time of delivery, Buyer will not be required to pay for:
Orders where packaging is either tampered or damaged at the time of delivery;
Wrong Order being delivered; or
Items missing from Buyer’s Order at the time of delivery.
Provided the same is communicated to Nemwo Customer Care through the Platform before the Order is marked delivered.
Specific Terms with respect to Use of Platform for purchase of alcoholic beverages
Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, Nemwo shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.
Non-Customer Cancellation: Nemwo reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by Nemwo for reasons not attributable to Nemwo or Merchant, including but not limited to:
in the event if the address provided by the Buyer is either wrong or falls outside the Nemwo’s delivery zone;
failure to contact the Buyer by phone or email at the time of delivering the Order;
failure to deliver the Buyer’s Order due to lack of information, direction or authorization from the Buyer at the time of delivery; or
the Buyer’s failure to provide a valid OTP to the PDP for receiving delivery
Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by Nemwo in its sole discretion, if refund has been requested due to the following reasons:
If the Order could not be delivered within 2 hours;
If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.;
If Nemwo cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of PDPs, etc.
The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. Nemwo reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case Nemwo shall process the cancellation request and refund to Buyer.
Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the PDP and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.
Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. Nemwo is merely facilitating the transactions between the Merchant and the Buyer and therefore, Nemwo shall assume no liability with respect to the products sold by the Merchant. Nemwo strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.
Genie’s cancellation policy
Cancellation of a Pick-up and Drop order after the delivery partner has reached the location but has not picked up the items may invite a cancellation fee in the range of Rs. 30 to Rs. 50.
Cancellation of a Pick-up and Drop order after the delivery executive has picked up the delivery items will result in a cancellation fee being charged equivalent to the entire service fee.
