Privacy Policy
How we handle the information you share with PAANA®.
Last updated: April 2026
Maa Chandi Highway Services ("we", "us", "our") operates PAANA® — a WhatsApp-first roadside assistance service. This policy describes what personal information we collect, why we collect it, how we use it, and your rights under India's Digital Personal Data Protection Act, 2023 (DPDP Act).
What we collect
When you request assistance
- Contact — your WhatsApp number and the name you share in chat
- Location — GPS coordinates from your WhatsApp location pin, used solely to dispatch a nearby partner
- Vehicle details — make, model, fuel type, number plate (when you provide them)
- Service history — services requested, partners assigned, and the outcome of each job
- Payment — handled by Cashfree, a PCI-DSS compliant gateway. We never see your full card or bank-account numbers.
When you visit paana.in
- Standard web-server logs: IP address, user-agent, pages visited, referrer
- No third-party tracking cookies or advertising pixels
- First-party session cookies for form CSRF protection only
Why we collect it
We use your information solely to:
- Dispatch a verified roadside partner to your location
- Share your name and location with the assigned partner for the duration of your job
- Send service updates, payment receipts, and feedback requests on WhatsApp
- Investigate incidents, disputes, and fraud
- Comply with lawful requests from authorities under the DPDP Act and the Motor Vehicles Act
We do not sell, rent, or share your personal data with third-party advertisers, data brokers, or unrelated marketers. Ever.
Who we share it with
- Assigned partner — your name, phone, and location, only for the active job, only for as long as the job is open
- Payment processor (Razorpay) — to collect and settle payments
- WhatsApp (Meta) — because WhatsApp is the primary communication channel; subject to Meta's own privacy policy
- Mapping services (OpenStreetMap, OSRM) — to compute routes and distance; location is transmitted without personal identifiers
- Indian authorities — only when compelled by a lawful order
How long we keep it
- Active jobs — until the job is closed and payment settled
- Completed jobs — retained for 3 years for financial, tax, and dispute-resolution compliance (Income Tax Act, GST)
- WhatsApp messages — retained as long as required for audit and service recovery; routinely purged otherwise
- Web logs — 90 days
Your rights under the DPDP Act
You have the right to:
- Access — request a copy of the personal data we hold about you
- Correct — request corrections to inaccurate data
- Erase — request deletion, subject to lawful-retention exceptions
- Withdraw consent — opt out of non-essential communications (you may still receive service messages for active jobs)
- Grievance — escalate concerns to our Data Protection Officer
Contact for privacy matters
Data Protection Officer
Maa Chandi Highway Services
Email: privacy@paana.in
Response time: within 7 days
Security
We use industry-standard practices to protect your data: TLS 1.3 transport encryption, encrypted database storage, role-based access controls for our team, regular security reviews, and partner KYC verification before activation.
No system is perfectly secure. In the unlikely event of a breach affecting your personal data, we will notify you and the Data Protection Board within 72 hours as required by the DPDP Act.
Children
PAANA is not intended for users under 18. We do not knowingly collect personal data from minors. If you believe a minor has used our service, contact us and we will delete the data.
Changes to this policy
We may update this policy as laws evolve or our practices change. We will post the updated version here with a new "last updated" date. Material changes will be notified via WhatsApp if you have an active account with us.
Questions? privacy@paana.in · See also Trademark, Terms of Service, Refund Policy.