MuscleGrid Industries Private Limited · Effective 1 November 2024

Privacy Policy

MuscleGrid Industries Private Limited ("MuscleGrid", "we", "us") respects your privacy. This Privacy Policy explains what personal data we collect when you use https://musclegrid.in, how we use it, whom we share it with and the choices you have. We handle personal data in accordance with applicable Indian law, including the Digital Personal Data Protection Act, 2023.

1. Information We Collect

• Identity & contact data: name, phone number, email address and delivery address you provide at checkout.
• Order & transaction data: products ordered, amounts, GSTIN (for GST invoices), order history and communications with us.
• Payment data: processed directly by our payment gateway (Razorpay). We receive confirmation of payment but do not collect or store your full card, UPI or bank details.
• Technical data: IP address, device and browser information, and basic usage data collected automatically to operate and secure the Website.

2. How We Use Your Information

• To process, fulfil, ship and invoice your Orders and provide pickup–repair–return warranty service.
• To communicate with you about your Order, delivery, service requests and support.
• To comply with tax, accounting and other legal obligations.
• To prevent fraud and misuse and to secure the Website.
• With your consent, to send you offers and updates (you may opt out at any time).

3. Sharing of Information

We share personal data only as necessary: with logistics and courier partners to deliver your Order and arrange pickups; with our payment gateway to process payments; with professional advisers, and with government or regulatory authorities where required by law. We do not sell or rent your personal data to anyone.

4. Data Retention

We retain personal data for as long as needed to fulfil the purposes above and to meet legal, tax and accounting requirements, after which it is deleted or anonymised.

5. Cookies

The Website uses cookies and similar technologies to keep your cart, remember preferences and understand usage. You can control cookies through your browser settings; disabling them may affect Website functionality.

6. Data Security

We use reasonable technical and organisational measures to protect personal data. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Your Rights

Subject to applicable law, you may request access to, correction of, or deletion of your personal data, and may withdraw consent to marketing. To exercise these rights, contact us using the details below. We may need to verify your identity before acting on a request.

8. Children

The Website is intended for users aged 18 and above. We do not knowingly collect data from children.

9. Legal Basis and DPDP Act Compliance

We process personal data as a Data Fiduciary under the Digital Personal Data Protection Act, 2023 ("DPDP Act"). Our lawful bases are: (a) your consent, given when you create an account, place an Order, register a warranty or submit a service request; (b) legitimate uses recognised by the DPDP Act, including processing necessary to perform the sale and services you have requested, to comply with law (taxation, e-invoicing, e-way bill and accounting obligations), and to respond to your own requests; and (c) compliance with orders of courts and authorities.

Consent requests are presented in clear language, and you may withdraw consent at any time with effect for the future (clause 12). Where processing is necessary to complete an Order you have already placed, withdrawal may require us to cancel the unfulfilled parts of that Order.

10. Who We Share Data With

We share personal data only with parties who need it to serve you, and only to the extent needed:

• Logistics partners (courier and freight companies) — name, address, phone, and consignment details, for delivery and pickup services;
• Payment processors and banks — payment identifiers necessary to process, confirm, and where applicable refund your payment (we never store your card, UPI or banking credentials);
• Tax and compliance systems — invoice particulars as mandated for GST, e-invoicing and e-way bill compliance;
• IT and communications providers — email, SMS, WhatsApp Business and telephony platforms used to send the communications described in our Terms;
• Professional advisers and auditors — under confidentiality obligations, where required;
• Government authorities — where required by law, legal process or binding order.

We do not sell personal data, and we do not share it with third parties for their own marketing.

11. Cross-Border Processing

Our primary data processing occurs in India. Some of our service providers (for example email, analytics or cloud infrastructure) may process limited data outside India. Where they do, we require contractual safeguards consistent with applicable Indian law, and such transfers occur only to jurisdictions not restricted by the Central Government under the DPDP Act.

12. Your Rights and How to Exercise Them

Subject to applicable law, you have the right to:

• Access — obtain a summary of the personal data we hold about you and the processing activities applied to it;
• Correction and updating — have inaccurate or incomplete data corrected or updated;
• Erasure — request deletion of personal data that is no longer necessary for the purpose it was collected for, subject to statutory retention obligations (e.g., tax records);
• Withdrawal of consent — with future effect, as described in clause 9;
• Grievance redressal — raise a complaint with our Grievance Officer and receive a response within the statutory timeline;
• Nomination — nominate another individual to exercise your rights in the event of death or incapacity, as provided by the DPDP Act.

To exercise any right, write to [email protected] from your registered email with the subject line "Data Request". We may verify your identity before acting, respond within the timelines prescribed by law, and will explain any refusal permitted by law. If you remain dissatisfied after our grievance process, you may approach the Data Protection Board of India.

13. Marketing Preferences

Every promotional email or message we send includes a working opt-out. Opting out of marketing does not stop transactional communications (order, delivery, service and warranty updates), which are part of performing our contract with you. Preference changes take effect within a reasonable period, not exceeding the timelines required by law.

14. Data Breach Response

We maintain incident-response procedures for personal data breaches. In the event of a breach affecting your personal data, we will notify the Data Protection Board of India and affected Data Principals in the form and manner prescribed under the DPDP Act, and will take reasonable steps to mitigate harm.

15. Automated Assistance and AI

Parts of our customer service are assisted by automated systems, including AI assistants that help draft responses, route requests and retrieve order and warranty information so you get faster and more accurate support. Automated assistance operates under human-defined policies and oversight; decisions with significant effect — including warranty determinations, refunds and legal matters — are made or reviewed by our team. Communications data may be processed by these systems for the purposes described in this Policy.

16. Analytics and Advertising Technologies

We use first-party analytics to understand how the Website is used (pages visited, approximate location by city, device type) so we can improve it. Where third-party analytics or advertising tools are used, they receive only the technical identifiers necessary for their function, under their own published policies. You can control cookies through your browser settings; blocking some cookies may affect Website functionality such as cart persistence and login.

17. Grievance Officer

In accordance with applicable law, our Grievance Officer can be reached at: Grievance Officer, MuscleGrid Industries Private Limited, 24 B2, First Floor, Khasra No. 322, Neb Sarai, New Delhi – 110068, India. Email: [email protected]. Phone: +91 82828 20846. We aim to acknowledge grievances within 48 hours and resolve them within the time prescribed by law.

18. Changes to this Policy

We may update this Privacy Policy from time to time. The current version is always available on this page.

Group Entities — Uniform Application

MuscleGrid operates through a group of affiliated firms. This document is issued by MuscleGrid Industries Private Limited and applies uniformly across the MuscleGrid group — including, without limitation, MuscleGrid Industries (Gurgaon), SPV Industries, and Electronics Bay — wherever any of these firms manufactures, bills, fulfils or services your order.

Where your tax invoice, warranty card or shipment is issued by or through an affiliated group firm, references in these documents to “MuscleGrid”, “we”, “us” or “our” include that firm, and the same policies, terms and protections apply in full. The entity named on your tax invoice is your contracting party for that transaction; policy administration, warranty service and customer support remain centralized with MuscleGrid at [email protected].