Privacy Policy

This Privacy Policy explains how Master Tour Organisers Private Limited ("MasterCAB", "we", "us", "our") collects, uses, stores, shares and protects personal information when you use our website, mobile application and related services (the "Platform"). We are committed to protecting your privacy and handling your information responsibly.

1. Information We Collect

Depending on how you use the Platform, we may collect the following categories of information.

1.1 Account Information

• Name
• Mobile number
• Email address
• Account/login information
• Profile information
• Other information required to create or manage your account

1.2 Booking Information

When you search or make a booking, we may collect:

• Pickup location, drop location and intermediate stops
• City, date and time
• Local/outstation selection and one-way/return selection
• Vehicle category and package
• Booking amount and booking ID
• Vendor details and assigned driver/vehicle details
• Trip status and cancellation details
• Other information required to fulfil the booking

1.3 Location Information

Where you enable location functionality, we may collect or process location information, including latitude and longitude, to:

• Identify nearby Vendors
• Calculate distance
• Facilitate Vendor matching
• Estimate arrival times
• Support the booking and trip
• Provide navigation/location-based features
• Detect or investigate operational issues

Where technically available, you may manually enter a pickup location instead of enabling device location access.

1.4 Payment Information

When you make payments, we may receive:

• Transaction ID
• Payment status and payment method
• Amount
• Refund information
• Wallet-related information
• Other payment transaction records

Payments may be processed through third-party payment service providers such as Razorpay. We do not ordinarily require or intend to store complete card credentials on our systems where those credentials are processed directly by the relevant payment service provider.

1.5 Device and Technical Information

• IP address
• Device type and operating system
• Application version and browser type
• Unique device identifiers where applicable
• Crash/error logs and timestamps
• Network information
• Technical usage information

1.6 Communication Information

We may retain information relating to communications with you, including:

• Support requests
• Emails
• Calls where permitted and appropriately disclosed
• Chat messages
• Complaints and feedback
• Booking-related communication records

2. How We Use Your Information

We may process your information to:

A. Create and manage your account

To register, authenticate and maintain your customer account.

B. Find nearby Vendors

To identify and display Vendors based on your requested pickup location, geographical coordinates, availability and other booking parameters.

C. Process bookings

• Send booking requests to Vendors
• Obtain Vendor acceptance
• Assign replacement Vendors where required
• Communicate with the assigned driver
• Provide booking confirmations and trip status updates
• Provide customer support

D. Process payments

• Booking payments
• Wallet transactions
• Additional charges
• Refunds
• Payment reconciliation

E. Facilitate trip operations

This may include processing information concerning driver departure, estimated arrival, OTP verification, trip start/end, odometer readings, distance, toll, parking, waiting, additional kilometres, and additional day/night charges.

F. Customer service and dispute handling

To investigate complaints, resolve disputes and provide support.

G. Security and fraud prevention

To detect fraud, suspicious activities, misuse, unauthorised account access and security incidents.

H. Legal compliance

To comply with applicable law, legal processes, court orders, government requests and regulatory obligations.

I. Improve the Platform

To analyse usage, performance, technical errors and customer experience and improve our services.

J. Communications

To send booking notifications, OTPs, payment notifications, trip updates, cancellation/refund notifications, service-related communications and, where permitted, promotional communications. Marketing communications may be subject to applicable consent/opt-out mechanisms.

3. How We Match Customers and Vendors

Our systems may use automated processes to determine relevant Vendors for a customer's booking request. These processes may consider factors such as:

• Geographical proximity and latitude/longitude
• Availability
• Vehicle category
• Fare and Special Fare availability
• Customer ratings
• Booking requirements
• Operational considerations

Similarly, where a Vendor fails to respond to a booking within the applicable period, the Platform may automatically attempt to identify alternative Vendors.

4. Information Shared with Vendors and Drivers

When you make a booking, we may share information necessary to fulfil the booking with the selected/assigned Vendor and driver. This may include:

• Customer name and relevant contact information
• Pickup location, drop location and stops
• Date and time
• Trip/package information and booking ID
• Required trip instructions
• Information necessary to coordinate the trip

Location information may be shared where required to provide or manage the transportation service. We seek to limit the information shared to what is reasonably necessary for the booking and related operational purposes.

5. Service Providers and Third Parties

We may share information with trusted third-party service providers that support our business, including:

• Payment processors/payment gateways
• Cloud hosting providers
• Map and location providers
• SMS/email/OTP providers
• Push-notification providers
• Analytics providers
• Customer support providers
• Cybersecurity providers
• Technology vendors
• Professional advisers

These third parties may process personal information only to the extent required for their respective services and subject to contractual or legal safeguards, as applicable.

6. Legal and Regulatory Disclosures

We may disclose information where reasonably necessary to:

• Comply with applicable law
• Respond to lawful government or law-enforcement requests
• Comply with court or regulatory orders
• Detect or investigate fraud
• Protect users, employees, Vendors or the public
• Establish, exercise or defend legal rights

7. Location Data

Location data is an important part of the Platform because the Vendor matching system uses geographical information to identify nearby Vendors. We may use location information to:

• Locate nearby Vendors
• Calculate Vendor/customer distance
• Facilitate ETA functionality
• Assist trip operations
• Investigate trip-related issues

Location permissions can be controlled through your device settings, subject to the functionality of the Platform. Where a feature cannot function without location permission, the Platform may explain this requirement to you.

8. Payment Information

Payments may be processed by independent payment providers. Where you pay through a payment gateway, your payment information may be processed directly by the applicable payment provider under its own security and privacy practices. We may receive transaction information necessary to confirm the payment and complete the booking.

9. Wallet Information

The Platform may provide a Wallet feature that enables eligible customers to:

• Add funds, subject to the applicable payment architecture
• Use wallet balance towards eligible bookings
• Receive eligible refunds/credits

Wallet balances may be subject to restrictions regarding withdrawal, transfer, expiry or use. The exact Wallet functionality may be amended to comply with applicable payment-system and regulatory requirements.

10. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

• Providing services
• Maintaining account and booking records
• Processing payments and handling refunds
• Customer support and dispute resolution
• Fraud prevention
• Accounting and tax requirements
• Legal and regulatory compliance
• Enforcement of contractual rights

When personal information is no longer required, we may delete, anonymise or otherwise dispose of it securely, subject to legal requirements. Where applicable, certain records may need to be retained for longer periods due to statutory, regulatory, accounting, tax, dispute or law-enforcement requirements.

11. Data Security

We implement reasonable technical and organisational safeguards intended to protect personal information against unauthorised access, disclosure, alteration, loss, misuse or destruction. Depending on the nature of the information and system, these measures may include:

• Encryption
• Access controls and role-based access
• Authentication
• Logging and monitoring
• Backups
• Secure infrastructure
• Vendor controls
• Security testing

The notified DPDP Rules specifically contemplate security safeguards such as encryption/masking, access controls, logging, backups, processor contracts and organisational measures.

12. Data Breach

If we become aware of a personal-data breach requiring notification under applicable law, we will take appropriate steps to investigate, contain, mitigate and notify affected persons and/or authorities as required by applicable law.

The notified DPDP Rules include requirements concerning notification of affected Data Principals and reporting to the Data Protection Board in specified circumstances.

13. Cookies and Similar Technologies

The Platform may use cookies, SDKs, device identifiers and similar technologies to:

• Maintain sessions
• Remember preferences
• Understand usage
• Improve performance
• Analyse technical issues
• Support security

You may control certain cookies through your browser/device settings, although disabling certain technologies may affect Platform functionality.

14. Marketing Communications

We may use your contact information to send promotional communications only where permitted by applicable law and according to your communication preferences. You may opt out of promotional communications using the unsubscribe mechanism or by contacting us.

Operational messages relating to your account, bookings, OTPs, payments, cancellations, safety and support may continue even after marketing opt-out where reasonably necessary to provide the service.

15. User Rights and Requests

Subject to applicable law, you may have rights concerning your personal information, including rights relating to:

• Access to information
• Correction and updating
• Deletion/erasure
• Withdrawal of consent where processing is based on consent
• Grievance redressal
• Other rights available under applicable law

The notified DPDP Rules require privacy notices to be understandable and to provide information enabling individuals to withdraw consent, exercise applicable rights and make complaints.

16. Account Deletion

You may request deletion of your customer account by contacting us through the applicable account settings or support channel. Deletion may be subject to lawful retention requirements.

Certain booking, financial, transaction, dispute, fraud-prevention or regulatory records may need to be retained even after account closure.

17. International Processing

Some technology or service providers used by the Platform may process information from locations outside India. Where personal data is transferred, stored or processed outside India, we will do so subject to applicable law and any restrictions or requirements imposed by the Government of India or other applicable authorities.

18. Data Sharing with Vendors

Because our business is a marketplace, some customer information necessarily needs to reach the Vendor and driver responsible for fulfilling the booking. We may share only information reasonably necessary for:

• Accepting the booking
• Contacting the customer
• Reaching the pickup point
• Completing the journey
• Providing customer support
• Handling trip-related issues

The Vendor separately remains responsible for its use of customer information in connection with its own service obligations and applicable laws/contractual requirements.

19. Third-Party Links

The Platform may contain links to third-party websites, applications or services. We are not responsible for the privacy practices of third-party websites that we do not operate. We recommend reviewing their privacy policies before providing personal information.

20. Changes to This Privacy Policy

We may update this Privacy Policy periodically. The revised Privacy Policy shall be published on the Platform with the updated "Last Updated" date. Where required by applicable law, we will provide appropriate notice of material changes.

Contact Us

For questions, requests or grievances regarding this Privacy Policy, please contact us: