Privacy Policy

2 What Personal Data We Collect

We collect the following categories of Personal Data. The purpose for which each category is used, and the ground on which it is processed, is set out against it in the table below.

2.1 Identity and Contact Information: full name, mobile or telephone number, email address, street address, city, district, state or union territory, PIN code and country.

2.2 Device and Usage Information: IP address, internet domain, browser type, device details, pages visited and similar technical information collected automatically when You access the Website.

2.3 Enquiry and Requirement Information: details of the products in which You are interested, including tank capacity, material grade, tank type and quantity, together with any remarks or message submitted by You.

2.4 Dealership Enquiry Information: where You submit a dealership enquiry, Your city, type of business, date of establishment or incorporation, retail store and warehouse locations, number of employees, brands dealt in, GST number and website or online presence.

2.5 Product Support and Warranty Information: customer type; product name, capacity, model or variant and serial number; invoice number, date of purchase and the person from whom the product was purchased; copies of the purchase invoice and warranty card; delivery and installation details, including the installation address and the person who installed the product; the water source and TDS level at the place of installation; the nature and description of the complaint; and photographs and videos of the product. Where You give us the Personal Data of any other person (such as the seller or installer), You confirm that You are authorised to share it with us. Please ensure that photographs and videos show only the product and not any person.

2.6 Marketing and Communication Preferences: Your preferences relating to promotional communications, product launches and offers by email, SMS, WhatsApp or other channels, including Your consent and opt-out status.

2.7 Feedback and Correspondence: the contents of any feedback, email, complaint, request or survey response submitted by You.

Durawot does not collect Sensitive Personal Data or Information, as defined under Rule 3 of the SPDI Rules (such as passwords, financial information, health or biometric information), through the Website. Please do not share such information with us. If any such information is received, it shall be processed only with Your consent in writing as required under Rule 5(1) of the SPDI Rules, or shall be deleted.

3 How and When We Collect Your Personal Data

We collect Your Personal Data only in the following ways:

• 3.1 when You visit or browse the Website;
• 3.2 when You submit the “Contact Us” form, the “Build Your Own Tank” form or any other enquiry or request for a quotation through the Website;
• 3.3 when You submit a dealership enquiry through the Website;
• 3.4 when You submit a complaint or product support request through the product support and warranty portal;
• 3.5 when You contact us by telephone or email in relation to our products or the Website (telephone calls may be recorded for quality and complaint-handling purposes);
• 3.6 when You contact us through our Facebook or Instagram pages, or through the WhatsApp links provided on the Website; and
• 3.7 when You provide feedback or respond to a survey.

4 Use of Your Personal Data

Your Personal Data may be used or processed for the following purposes:

• 4.1 to respond to Your enquiries, requests for quotations, grievances and customer-service requests, and to provide the product information, pricing and quotations requested by You;
• 4.2 to evaluate dealership enquiries and to communicate with You in relation thereto;
• 4.3 to register, examine and resolve product support requests and warranty complaints, including arranging an inspection of the product;
• 4.4 to advertise the products of Durawot and send You updates about new products, special offers and other information that may interest You, only with Your prior consent, which You may withdraw at any time, and subject to the Telecom Commercial Communications Customer Preference Regulations, 2018 issued by TRAI;
• 4.5 to analyse feedback, survey responses and Website usage, in aggregated or de-identified form where possible, to improve our products and the Website;
• 4.6 to perform any dealership arrangement, sale, warranty or service commitment between You and Durawot for which You have provided Your Personal Data;
• 4.7 to maintain records of Requests, and to comply with our obligations under applicable law;
• 4.8 to comply with our legal obligations and to enforce any legal right or claim of Durawot, as set out in Clause 5(c); and
• 4.9 to investigate, prevent or take action regarding illegal activities or violations of the Terms and Conditions available at https://durawot.com/terms-and-conditions/, as set out in Clause 5(c).

5 Grounds for Processing Your Personal Data

We process Your Personal Data only for a lawful purpose and either (a) on the basis of Your consent, or (b) for the certain legitimate uses permitted under Section 7 of the DPDP Act, as set out below. Until the relevant provisions of the DPDP Act come into force, such processing shall be undertaken in accordance with the IT Act and the SPDI Rules. The applicable ground depends on the purpose for which we collect and use Your Personal Data and, in each case, shall be one or more of the following:

a. Consent

Where required under applicable law, we may process Your Personal Data on the basis of Your consent. Such consent shall be obtained for specified purposes and shall be free, specific, informed, unconditional and unambiguous, and indicated through a clear affirmative action.

For example, we may seek Your consent when You:

• a. subscribe to promotional communications, product launches, offers or other marketing communications;
• b. provide information through surveys or feedback forms for any purpose other than responding to Your Request; or
• c. permit the use of non-essential cookies, analytics technologies, advertising pixels or similar tracking technologies, where applicable.

Where processing is based upon Your consent, You may withdraw such consent at any time in the manner set out in Clause 10. Withdrawal of consent shall not affect the lawfulness of processing undertaken prior to such withdrawal. Upon withdrawal, we shall cease processing the relevant Personal Data, save as provided in Clause 8.

b. Personal Data Voluntarily Provided for a Specified Purpose

To the extent permitted under the DPDP Act and applicable law, we may process Personal Data voluntarily provided by You for the specified purpose for which it was provided, unless You have indicated that You do not consent to such use.

Accordingly, where You voluntarily provide Your Personal Data to Durawot for the purpose of a Request, we may process such Personal Data to the extent reasonably necessary for that purpose, including to:

• i. respond to Your enquiry, customer support request or complaint, and provide the product information, pricing or quotation requested by You;
• ii. verify Your contact and address details;
• iii. evaluate Your dealership enquiry;
• iv. register and examine Your product support request or warranty complaint, including verifying the purchase invoice, warranty card and product details furnished by You;
• v. arrange an inspection of the product and communicate the outcome of Your complaint; and
• vi. provide such other product-related assistance as You specifically request in Your enquiry or complaint.

For example, where You provide Your name, mobile number, email address and address while submitting a request for a quotation through the Website, we may use such information to respond to Your request, share the quotation with You and communicate with You in relation thereto.

Such processing shall remain limited to the specified purpose for which the Personal Data was voluntarily provided.

c. Compliance with Law and Legal Obligations

We may process, retain or disclose Your Personal Data where such processing is necessary for compliance with applicable laws, statutory requirements, regulatory directions, judicial or governmental orders or other legally binding obligations.

This may include processing Personal Data for purposes such as:

• i. maintaining records required under applicable tax, corporate, consumer protection or other laws;
• ii. complying with any judgment, decree, order, notice or direction issued by any court, tribunal, regulatory, law-enforcement or government authority;
• iii. maintaining logs and taking reasonable security safeguards as required under Section 8(5) of the DPDP Act and the CERT-In Directions dated 28 April 2022, and preventing, detecting or investigating any offence or contravention of law, as permitted under Section 17(1)(c) of the DPDP Act;
• iv. processing necessary for enforcing any legal right or claim of Durawot, as permitted under Section 17(1)(a) of the DPDP Act; and
• v. complying with any other obligation imposed upon Durawot under applicable law.

d. Other Processing Permitted under Applicable Law

Apart from sub-clauses (b) and (c), we may process Personal Data without consent only for any other legitimate use listed in Section 7 of the DPDP Act, or where an exemption under Section 17 of the DPDP Act applies.

In all cases, we shall ensure that the Personal Data processed by us is limited to what is necessary for the specified purpose. We shall not process Personal Data for a new or materially different purpose requiring consent without providing the requisite notice and obtaining fresh consent, wherever required under applicable law.

Nothing contained in this Clause 5 shall authorise Durawot to process Personal Data in a manner prohibited by applicable law.

6 Third-Party Links and Services

The Website may contain links to, or embedded content from, third-party websites, social-media services and applications that are not controlled by us, including WhatsApp, Facebook, Instagram and Google Maps. The collection and use of Personal Data by such third parties are governed by their own privacy notices and terms, and we encourage You to review those notices before providing Personal Data to them. Durawot does not control, and is not responsible for, the content, security or data-handling practices of such third parties, and any access to or use of such third-party websites or services is at Your own risk. However, any Personal Data that You send to Durawot through such platforms (for example, a WhatsApp message to our business number) and any data collected through tools placed by Durawot on the Website shall be handled by Durawot in accordance with this Policy.

7 Children’s Privacy

The Website is not intended for use by, and we do not knowingly collect Personal Data from, persons below eighteen (18) years of age. Requests shall be submitted only by persons who have completed eighteen (18) years of age. Where we have received Personal Data of a person below eighteen (18) years of age without the verifiable consent of the parent or lawful guardian, we shall delete it. A parent or lawful guardian may contact the Grievance Officer under Clause 15 for this purpose.

8 Retention of Personal Data

We retain Personal Data only for as long as necessary for the purpose for which it was collected, and erase it after that unless the law requires us to keep it longer. Indicatively:

• (i) enquiry and quotation data for 24 months from the last communication;
• (ii) dealership enquiry data for 12 months if You are not appointed;
• (iii) warranty and product support data for the warranty period under the warranty policy applicable to the product plus three (3) years;
• (iv) invoices and accounting records for the periods required under the Companies Act, 2013 and GST laws;
• (v) grievance records for 3 years from the closure of the grievance;
• (vi) records of Your opt-out from promotional communications for as long as necessary to honour Your opt-out; and
• (vii) Website logs for the period required under applicable law.

Where Personal Data must be kept to comply with law, we shall keep it, even after withdrawal of consent or a request for erasure, only until the end of the retention period required by that law.

Where You withdraw Your consent to receive marketing communications or exercise an available opt-out, we shall cease sending such communications and may retain such limited information as is necessary to record and honour Your opt-out preference.

9 Sharing and Transfer of Personal Data

9.1 We may share Personal Data, only to the extent reasonably necessary for the purposes described in this Policy, with:

• (a) our dealers, distributors and authorised service personnel, for the purpose of responding to Your Request;
• (b) transporters and logistics service providers, where a product is required to be collected or delivered in connection with a warranty complaint;
• (c) website-hosting, IT, cybersecurity and customer-support service providers;
• (d) email, SMS, WhatsApp and other communication service providers;
• (e) analytics and advertising service providers, only where You have given consent through the cookie banner on the Website;
• (f) professional advisers;
• (g) governmental, regulatory, judicial or law-enforcement authorities, where disclosure is required or permitted by applicable law; and
• (h) a successor entity in the event of a merger, amalgamation or sale of business, in which case Your Personal Data may be transferred to such successor entity, subject to applicable law.

We do not sell Your Personal Data.

9.2 Where a service provider processes Personal Data on our behalf as a Data Processor, we shall engage such Data Processor only under a valid contract as required under Section 8(2) of the DPDP Act, which shall include appropriate confidentiality and security obligations. Where a third party independently determines the purposes and means of processing Your Personal Data, such processing shall additionally be governed by that third party’s own privacy policy and applicable legal obligations.

9.3 Personal Data may be processed, stored or accessed outside India where our technology, hosting, communication or other service providers operate internationally. Any such transfer shall be undertaken in accordance with the requirements of the SPDI Rules and, upon their coming into force, the DPDP Act and the DPDP Rules, including any restriction or requirement prescribed by the Central Government from time to time. Any such transfer shall be made only to a country or territory not restricted by the Central Government under Section 16 of the DPDP Act, and the recipient shall be bound to protect such Personal Data with reasonable security safeguards.

10 Your Rights and Control over Your Personal Data

We respect Your legal rights in relation to Your Personal Data. Durawot is committed to protecting those rights and to facilitating their exercise in accordance with the SPDI Rules and, from the date the relevant provisions come into force, the DPDP Act and the DPDP Rules, and other applicable law. Subject to applicable law, You have the following rights:

• i. Right to access information – You have the right to obtain (a) a summary of Your Personal Data processed by us and the processing activities undertaken; (b) the identities of all other Data Fiduciaries and Data Processors with whom Your Personal Data has been shared, with a description of the data shared; and (c) any other information as may be prescribed.
• ii. Right of grievance redressal – You have the right to have Your grievance redressed by our Grievance Officer. If You are not satisfied with our response, You may, after exhausting this remedy, file a complaint with the Data Protection Board of India in the manner prescribed under the DPDP Act and the DPDP Rules, from the date the relevant provisions come into force.
• iii. Right to correction and erasure – You have the right to request the correction of inaccurate or misleading Personal Data, the completion of incomplete Personal Data, the updating of Personal Data and the erasure of Personal Data that is no longer necessary for the purpose for which it was collected, unless its retention is required under applicable law.
• iv. Right to nominate – You have the right to nominate another individual who may exercise Your rights in the event of Your death or incapacity, in the manner permitted by law.

To exercise any of the above rights, please contact the Grievance Officer, whose details are set out in Clause 15 below. In exercising these rights, You shall furnish only authentic and verifiably correct information, shall not impersonate any other person and shall not raise any false or frivolous grievance or complaint.

We shall respond to Your request as soon as reasonably possible and within the timeframes prescribed under applicable law. We shall acknowledge Your request within forty-eight (48) hours of its receipt and resolve it within one (1) month from its receipt, in the manner set out in our Grievance Redressal Policy available at https://durawot.com/contact-us/. If we are unable to provide You with Your Personal Data or to make a correction requested by You, we shall inform You of the reasons for the same, except where we are not required to do so under applicable law.

Please note that, depending on the nature of the request, we may provide You with a summary of Your Personal Data, and not copies of our internal documents or records containing it.

You may withdraw Your consent at any time by writing to the Grievance Officer, whose details are set out in Clause 15 below, or through a Consent Manager registered with the Data Protection Board of India, where applicable. The ease of withdrawing consent shall be comparable to the ease with which it was given. Upon withdrawal, we may be unable to respond to Your request or send You the communications for which consent was withdrawn.

11 Security

The security of Your Personal Data is important to us. We have adopted, implemented and maintain reasonable technical and organisational security measures and procedures, including access governance, information sharing on a need-to-know basis, password protection and encryption, designed to protect the Personal Data collected by us. We restrict access to Your Personal Data to our employees and the recipients listed in Clause 9 on a need-to-know basis, and such access is limited to the purposes specified in this Policy. We follow reasonable security practices as required under Rule 8 of the SPDI Rules. In the event of a personal data breach, we shall report cyber security incidents to CERT-In and, from the date the relevant provisions of the DPDP Act come into force, inform the affected Data Principals and the Data Protection Board of India, in each case in the manner and within the time prescribed under applicable law.

12 Use of Cookies

12.1 The Website may use cookies, pixels, tags, local storage and similar technologies, placed by Durawot or by authorised third parties, to enable essential Website functionality (including the submission of forms), remember preferences, improve security, analyse Website performance and usage and, where You have given consent through the cookie banner, measure or personalise advertising and marketing activities.

12.2 The Website may use the following types of cookies:

• i. Strictly Necessary Cookies: required for core Website, form-submission, security and session functions.
• ii. Functional Cookies: remember Your choices and improve convenience and Website functionality.
• iii. Analytics/Performance Cookies: help us understand Website traffic, usage patterns and performance.
• iv. Advertising/Marketing Technologies: may measure campaigns or support personalised or non-personalised advertising, where You have given consent through the cookie banner.

Non-essential cookies and similar technologies (functional, analytics and advertising) shall be placed only after You give consent through the cookie banner on the Website. You may change Your choice at any time through the cookie settings control on the Website, where available. Details of the cookies used and their duration should be described in this Policy and, where available, in the cookie settings control on the Website. You may also control certain cookies through Your browser settings. Blocking strictly necessary cookies may affect the functionality of the Website.

13 Language and Governing Law

This Policy is drawn up in English. You may request this Policy in any language specified in the Eighth Schedule to the Constitution of India by writing to the Grievance Officer. In case of any conflict, the English version shall prevail. This Policy shall be governed by the laws of India and, subject to the powers of the Data Protection Board of India, the courts at Sirsa, Haryana shall have exclusive jurisdiction.

14 Modifications to this Policy

This Policy may be amended or updated from time to time to meet applicable requirements and standards. You are therefore encouraged to visit this page periodically to remain informed of any changes. Modifications shall take effect on the date on which they are posted on the Website, or on such later date as may be notified, and the Last Updated date at the top of this Policy shall be revised accordingly. Where any modification is material (including a new purpose, a new category of Personal Data or a new category of recipient), we shall notify You by email or by a prominent notice on the Website before it takes effect and, where required under applicable law, obtain Your fresh consent.

15 Contact Details for Data Protection Enquiries

For any question, concern or request relating to this Policy or to Durawot’s processing of Your Personal Data, including the exercise of Your rights as a Data Principal, please contact: