Privacy Policy

Effective Date: 01/05/2026

INTRODUCTION

This Privacy Policy (“Policy”) outline Mymoai Care Private Limited, approach to Data Protection and Privacy to fulfil its obligations under the applicable laws and regulations in India including, but not limited to, the Digital Personal Data Protection Act of 2023 and applicable rules. This Privacy Policy describes the personal data collected or generated (processed) when you interact through www.silwer.in or mobile applications (for the purposes of this Policy, collectively defined as the “Platform”).

By providing consent when providing Personal Information on our Platform, you expressly agree to be bound by this Privacy Policy and agree to be governed by the laws of India. If you do not consent, you may not be able to use all or some of the features on our Platform.

In this Privacy Policy, the expressions ‘Personal Information’, ‘Data Principal’, ‘Data Fiduciary’, and ‘Processing’ shall have the meanings given to them in the applicable privacy laws. This policy also explains how your personal data is used, shared and protected, what choices you have relating to your personal data and how you can contact us.

We are committed to treating data privacy seriously. It is important that you know exactly what we do with your Personal Information.

Throughout this document, “we”, “us”, “our”, “ours”, “Silwer” refer to Mymoai Care Private Limited Wherever we have said ‘you’ or ‘your’ or ‘Customer’, this means YOU.

WHO WE ARE

Mymoai Care Private Limited a company incorporated under the Companies Act, 2013, having its registered office at 704, 7TH FLOOR, PALM COURT, MEHRAULI, GURGAON, HARYANA- 122007,

We are committed to protecting your privacy and complying with applicable data protection laws in India, including the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and relevant provisions under the Digital Personal Data Protection Act, 2023 once notified.

ROLES WE PLAY

We play the role of a Data Fiduciary when we collect and process Personal Information about you. We play the role of a Data Processor when we collect and process Personal Information on behalf of another Data Fiduciary.

OUR COMMITMENT

We commit to protecting your privacy and hence our Personal Information handling practices are continually reviewed to ensure compliance with the applicable privacy laws and regulations.

PERSONAL INFORMATION GATHERED BY US

The information we learn and gather from you, personal or otherwise, is used to register you, to permit you to use the website or app, undertake transactions (including to facilitate and process payments), communicate with you, convey any promotional offers, services or updates associated with this Platform, and generally maintain your accounts with us. We also use this information to customize your experience and improve the Platform.

We may collect the following types of personal and sensitive personal data or information (“Personal Information”) from you:

INFORMATION WE COLLECT ABOUT YOU:

We receive and store certain types of information whenever you interact with us:

This personal data includes your:

  • Contact details including name, email, telephone number and shipping and billing address;

  • Personal details including gender, date of birth and purchase history;

  • Payment or credit card information (through secure third-party payment processors);

  • Personal preferences including your wish list as well as marketing and cookie preferences.

When interacting with our Platform, certain data is automatically collected from your device or web browser. More information about these practices is included in the “ABOUT COOKIES AND SIMILAR TECHNOLOGIES” section of this Privacy Policy below.

SENSITIVE PERSONAL DATA OR INFORMATION (SPDI) (COLLECTED ONLY WHEN NECESSARY)

  • Biometric information (if collected, e.g., foot scan data)

  • Financial information (e.g., credit/debit card details – stored only via payment gateways)

USAGE DATA & TECHNICAL DATA

  • IP Address

  • Device information

  • Location data (if enabled)

  • Browser type and version

  • Pages visited, time spent, and other analytics

HOW WE COLLECT INFORMATION

  • Directly from you when you register, browse, or make a purchase

  • When you communicate with us via email, phone, chat, or social media

  • Automatically through cookies and similar tracking technologies

  • From third-party sources (e.g., marketing partners, analytics providers)

INFORMATION FROM OTHER SOURCES:

We may receive information about you from other sources, including publicly available databases, marketing partners, and other third parties. This information helps us to understand your preferences, improve the relevance of our communications, and personalize your experience. For example, we may use this data to correct and update our records, verify information you've provided, and make your next purchase and delivery experience more efficient.

CONSENT

By using the Platform and/ or by providing your information, you agree and consent to us collecting, storing, processing, transferring, using and sharing of your personal information (including sensitive personal information as per applicable law) that you disclose on the Platform with third parties or service providers for the purposes set out and in accordance with this Privacy Policy.

PURPOSES OF GATHERING YOUR PERSONAL INFORMATION

We use your personal information to operate, provide, develop, and improve the products and services. These purposes include:

  • To fulfil your orders and provide our products/services

  • To personalize your shopping and browsing experience

  • For customer support and products/service-related communication

  • To send marketing and promotional messages (with consent)

  • To improve our website, services, and product offerings

  • To comply with legal obligations

DISCLOSURE OF INFORMATION

We do not sell or rent your Personal Information. We may share your personal data with select third parties, including Mymoai Care Private Limited group companies, for the below purposes including but not limited to:

  • Order processing - For instance using a third-party order management system to track and document the orders you place with us.

  • Service providers for payment processing, logistics, analytics, etc.

  • Delivering packages - For instance using third party delivery service providers to ensure delivery of orders placed by You.

  • Processing payments - To enable secure and convenient modes of payment processing.

  • Providing customer support - To collate Your queries received via different modes and ensure timely resolution.

  • Legal or regulatory authorities if required under law

  • Analyzing data to continuously better our services and for prevention, detection, mitigation, and investigation of fraudulent or illegal activities related to our products and services.

  • Third parties in the event of a merger, acquisition, or reorganization

We have put in place appropriate contracts and personal data protection obligations on the third-parties engaged by us, and they are subject to strict contractual obligations when processing your personal data.

REASONS FOR DISCLOSING YOUR PERSONAL INFORMATION TO OTHER PARTIES:

We may disclose your Personal Information to others where it is lawful to do so including where we or they:

  • Have a legal obligation to do so, e.g. to assist with detecting and preventing fraud,

  • Have requirement in connection with regulatory reporting, litigation or asserting or defending legal rights and interests,

  • Have a legitimate business reason for doing so,

  • Want to send you information and promotional material regarding our products and services,

  • Have asked you for your consent to share it, and you’ve agreed,

  • Improve your online experience for using our product,

  • To protect the safety of any person, or to protect our rights or the rights of those who use our products & services.

We have put in place appropriate contracts and personal data protection obligations on the third-parties engaged by us, and they are subject to strict contractual obligations when processing your personal data.

YOUR RIGHTS AS A CUSTOMER

We recognize that you have certain rights in relation to your Personal Information. These include the right to access your data, request correction of any inaccuracies, and seek erasure of your Personal Information, subject to applicable laws.

If you are not satisfied with our response or have any unresolved concerns, you may contact us at hello@silwer.in for further assistance. You also have the right to nominate an individual to exercise your rights on your behalf, in accordance with applicable data protection laws.

DATA RETENTION

We retain your Personal Information only for as long as necessary to fulfill the purposes for which it was collected, including for the provision of our services, customer support, and legitimate business interests. We may also retain your data for a longer period where required to comply with applicable legal, regulatory, tax, or accounting obligations, or to resolve disputes and enforce our agreements.

Once the retention period expires, or when the data is no longer required for the stated purposes, we will securely delete, anonymize, or otherwise dispose of such information in accordance with applicable laws and our internal data retention policies.

DATA SECURITY

We implement industry-standard security practices including SSL encryption, restricted access, and regular audits to protect your Personal Information. We adhere to the IS/ISO/IEC 27001 security standard as required under Indian law.

We take appropriate technical and organizational measures to protect your Personal Information against unauthorized access, use, or disclosure. This includes the use of encryption, secure systems, and regular monitoring of our infrastructure. We also ensure that our service providers maintain adequate data protection standards in line with applicable laws.

COOKIES AND TRACKING TECHNOLOGIES

Cookies are small text files stored on your device when you visit a website. We may also use similar technologies like tags and web beacons to improve your experience.

Depending on your location and applicable laws, we may use different types of cookies such as essential cookies (required for the website to function), performance cookies, and marketing cookies. These help us make our Platform work properly, understand how it is used, and improve our services.

We may use this information to analyze usage and provide you with personalized features such as relevant content, search results, and advertisements.

The information collected may include:

  • Device details (such as device ID, network information, storage, and battery status)

  • Usage data (such as IP address, browser type, pages visited, and interactions on the Platform)

You can control or disable cookies through your browser settings. However, some features of the Platform may not function properly if cookies are disabled.

CHILDREN’S PRIVACY

Our product and services are not harmful for individuals under 18, payments must be made by adults using authorized payment channels. We do not knowingly collect personal data from minors without parental consent. Individuals under 18, must buy products under guidance of parents or guardians.

If you are a parent or guardian and believe that we may have inadvertently collected Personal Information from a minor, please contact us at hello@silwer.in. We will promptly take appropriate steps to investigate and, where required, delete such information from our records.

CROSS-BORDER DATA TRANSFER

If you access our Platform from outside India, please note that your Personal Information may be transferred to and processed in India. By using our products and services, you consent to such transfer and processing in accordance with this Privacy Policy and applicable laws.

Where we share your Personal Information with third parties for the purposes set out in this Policy, we take reasonable steps to ensure that appropriate safeguards are in place. These include contractual and technical measures to ensure that your data is processed lawfully, fairly, and transparently, used only for specified and legitimate purposes, kept secure and accurate, and retained only for as long as necessary.

CUSTOMER GRIEVANCE REDRESSAL POLICY

Background

Customer satisfaction is a core principle of our business. We are committed to providing a seamless and satisfactory experience, and we recognize that effective grievance redressal is essential to building trust and long-term relationships with our customers.

This Policy outlines the framework for addressing customer queries, concerns, and complaints in a fair, transparent, and timely manner.

Objective

The objective of this Policy is to:

  • Ensure prompt and effective resolution of customer grievances

  • Provide clear communication channels for customers to raise concerns

  • Keep customers informed about the status and resolution of their complaints

Guiding Principles

Our grievance redressal process is guided by the following principles:

  • Customers will be treated fairly and respectfully at all times

  • All complaints will be handled courteously and in a timely manner

  • Resolutions will be provided within a reasonable timeframe

  • Customers will be informed of escalation mechanisms if they are not satisfied with the response

Customer Support Channels

Customers may reach out to us through the following channels:

  • Email: hello@silwer.in

  • Phone: 8130346990

  • Chat Support: NA

Operating Hours: 9:00 AM to 5:00 PM, Monday to Friday

Each complaint will be assigned a unique reference number to enable tracking of its status.

Grievance Officer

If a customer is not satisfied with the initial response, they may escalate the matter by contacting our Grievance Officer:

Name: Pranjal Singh
Designation: Director
Email: hello@silwer.in
Phone: 8130346990

We will make reasonable efforts to resolve escalated complaints within 15 days from the date receipt of Complaint.

Important Customer Advisory

  • We do not request confidential information such as OTPs, CVV, PINs, or bank account details via calls, messages, or emails.

  • We do not contact customers offering unsolicited discounts, rewards, or gifts.

Customers are advised to exercise caution against fraudulent activities such as phishing or impersonation attempts. Sharing sensitive information with unauthorized persons may lead to financial loss.

We shall not be responsible for any loss or damage arising from such unauthorized disclosures by customers.

Customers are encouraged to report any suspicious communication to us at hello@silwer.in

Third-Party Dependencies

In certain cases, such as payment or refund-related issues, resolution timelines may depend on third-party service providers (e.g., payment gateways or banks). While we coordinate closely with such parties, delays beyond our control may occur. However, we will make every effort to resolve such issues within reasonable timelines.

Communication Protocol

Customers are requested to first contact our customer support team before escalating grievances. We reserve the right to redirect complaints to the appropriate support channel if the prescribed process is not followed.

Changes to This Policy

We may update this Privacy Policy from time to time. The latest version will be posted on our website with the updated effective date. Please review this page periodically.

Contact Us

For any questions or concerns, please contact us at hello@silwer.in