MasterG Privacy Policy

Effective Date: 2 March 2026

App/Platform Name: MasterG

Privacy Contact: privacy@masterg.ai

This Privacy Policy explains how MasterG Retail Private Limited ("MasterG", "we", "us", "our") collects, uses, shares, stores, and protects information when you use the MasterG mobile application, website, dashboards, and related services (collectively, the "Platform"). This Privacy Policy should be read along with our Terms & Conditions and other policies.

By using the Platform, you consent to the practices described in this Privacy Policy.

1. Who This Policy Applies To

This Privacy Policy applies to:

  • Vendors — business buyers using MasterG for trade and commercial purchases.
  • MasterG Partners — operators of supply hubs and fulfillment points.
  • Authorized users of Vendor and Partner accounts.
  • Delivery Partners — only to the extent they use MasterG systems and we process their information.

MasterG is a B2B platform and is intended only for users who are 18 years or older.

2. Information We Collect

A. Account & Contact Information

  • Name, phone number, email address.
  • Role or type (Vendor or Partner), login identifiers, and authentication details including OTP verification logs.

B. Business & Verification (KYC) Information

  • Business name and GSTIN where applicable.
  • PAN and other business verification documents.
  • Aadhaar or alternative KYC documents where legally permissible or required, especially for Partner onboarding.

C. Orders, Payments, and Credit

  • Orders placed, invoices, transaction history, and payment status.
  • Credit eligibility and usage, repayment behavior, limits, and risk indicators where credit features are enabled.

D. Location Information

  • Approximate business or store location for matching Vendors to nearby hubs and enabling delivery operations.
  • Precise location only if you enable it and it is required for a feature such as delivery routing or pick-up verification.

E. Usage & Activity Information

  • App interactions including order history, inventory actions, support requests, and browsing or search behavior within the app including voice and search features where enabled.

F. Device & Technical Information

  • IP address, device model, OS version, app version, language, crash logs, and performance logs.
  • Identifiers used for security and analytics as permitted by your device and app settings.

G. Support & Communications

  • Chats, calls, emails, and WhatsApp communications with support.
  • Dispute and return evidence you upload including photos, videos, and documents.

3. Why We Collect Information

We use your information to:

  • Provide the Platform — create accounts, authenticate users, manage profiles, and enable core features.
  • Process orders and fulfillment — confirm orders, generate invoices, coordinate picking, dispatch, deliveries, and returns.
  • Payments and credit — payment reconciliation, credit eligibility and risk assessment, repayment tracking, collections, and fraud prevention.
  • Operate hubs and Partner workflows — inventory optimisation, demand forecasting, SLA monitoring, and operational analytics.
  • Safety, security, and fraud prevention — detect suspicious activity, prevent unauthorized access, and reduce platform abuse.
  • Compliance with law — tax compliance, record keeping, and responding to lawful requests by authorities.
  • Customer support and dispute resolution — resolve claims, returns, refunds, and account issues.
  • Improvements and analytics — app performance monitoring, bug fixing, product improvements, and reporting.
  • Marketing where permitted — send offers and updates where you have provided consent or where permitted by law. You can opt out of promotional communications at any time.

4. Legal Basis

We process personal data based on:

  • Your consent, including when you choose to provide optional data or enable optional permissions
  • Performance of services and contract, to provide the Platform features you request
  • Compliance with law, including tax, KYC, and lawful requests.
  • Legitimate uses permitted under applicable Indian law where relevant.

Your rights to access, correction, erasure, and grievance redressal are supported under India's Digital Personal Data Protection Act, 2023.

5. Permissions You May Be Asked For

The MasterG app may request the following device permissions:

  • Camera — for scanning products and capturing KYC documents during Partner onboarding.
  • Location — to match Vendors to nearby supply hubs and improve delivery routing and verification.
  • Storage/Files — to upload documents and save receipts locally.

You can revoke permissions in your device settings. Some features may stop working if you revoke required permissions.

6. Cookies and Tracking

We may use cookies on web and SDKs in the app to:

  • Keep you signed in
  • Remember preferences
  • Monitor performance and reliability
  • Prevent fraud
  • Understand usage patterns

Analytics, Monitoring, and AI Tools

We use the following third-party services to improve app performance, reliability, and user experience:

Firebase Crashlytics (Google) We use Firebase Crashlytics to automatically collect crash reports and non-fatal error logs. This helps us identify and fix technical issues. Data collected includes device model, OS version, app version, and stack traces at the time of a crash. Crash data may be associated with your retailer ID for debugging purposes.

Firebase Cloud Messaging (Google) We use Firebase Cloud Messaging (FCM) to send push notifications to your device. FCM assigns a device token to your installation which is used solely for delivering notifications. No personal data is shared with Firebase beyond what is necessary for notification delivery.

Sentry We use Sentry for real-time error monitoring and performance tracking. Sentry captures errors, failed API calls, and app performance data including screen load times and navigation events. Data collected may include your retailer ID, app version, and device metadata.

Google Gemini AI We use Google Gemini AI to power our voice-based ordering feature. When you use the voice search or "Speak & Order" functionality, your spoken input is converted to text and sent to Google Gemini AI for product name extraction. This allows the app to understand product names in English, Hindi, and Hinglish. The text sent to Gemini contains only product-related speech and is not used to identify you personally. Please refer to Google's Generative AI Terms and Privacy Policy for details on how Google handles this data.

All data collected by these tools is used exclusively for maintaining and improving the app. We do not use it for advertising or share it with any third parties beyond the service providers listed above.

You can control some tracking via your device and app settings where available.

7. How We Share Information

We do not sell your personal data.

We may share information with:

  • Partners and hubs — to fulfill orders, manage inventory, dispatch, delivery coordination, and returns.
  • Delivery and logistics partners — to complete pickups and deliveries, provide proof of delivery, and optimise routing.
  • Payment processors and banking partners — to process payments and refunds and reconcile transactions.
  • Credit, risk, and KYC service providers — for identity verification and risk assessment, only what is required.
  • Cloud and infrastructure providers — for hosting, storage, security monitoring, and backups.
  • Analytics and performance monitoring providers — for crash reporting, app performance, and reliability monitoring.
  • Legal and regulatory authorities — when required by law or to protect rights and safety, investigate fraud, or enforce agreements.

All service providers are expected to process data only for providing services to MasterG and to maintain confidentiality.

8. Cross-Border Transfers

By default, MasterG stores and processes data on servers located in India. If we ever transfer or process data outside India, for example when using global cloud or analytics providers, we will do so in accordance with applicable law and with appropriate safeguards.

9. Data Retention

  • Account data — retained for as long as the account is active and for a reasonable period thereafter for audits and compliance.
  • Transaction, order, and invoice records — retained for up to 7 years or longer if required by applicable law or ongoing disputes.
  • KYC documents — retained only as long as needed for verification and compliance, and deleted or obfuscated thereafter unless retention is required by law.
  • Device and analytics logs — typically retained on a rolling 12-month basis unless needed for security investigations.

10. Security

We use reasonable technical and organizational measures to protect your data, including access controls, encryption where appropriate, and monitoring for suspicious activity. No system is completely secure. Please protect your credentials and do not share OTPs with anyone.

11. Your Rights and Choices

Subject to applicable law, you may request to:

  • Access your personal data.
  • Correct inaccurate or incomplete data.
  • Delete or erase personal data where retention is not required by law.
  • Withdraw consent for processing where consent is the basis.
  • Use grievance redressal mechanisms.

How to exercise your rights:

  • In-app — Settings → Privacy / Account → Access, Edit, or Delete Account
  • Email — privacy@masterg.ai with subject "Privacy Request" or "Data Deletion Request"

We aim to respond within 30 days unless the law requires otherwise or the request is complex.

Some data may be retained for tax and legal compliance, fraud prevention, or dispute resolution even after account deletion.

12. Aadhaar Handling

Where Aadhaar is collected for Partner KYC:

  • It is used only for identity verification and compliance where legally permissible or required.
  • It is not used for unrelated purposes.
  • It is not shared except with verification providers or authorities where required by law.
  • It is retained only as long as required for verification and compliance, and then deleted or obfuscated as per internal policy.

13. Children's Privacy

MasterG is not intended for individuals under 18 years of age. We do not knowingly collect data from minors. If we learn we have collected personal data from a minor, we will take steps to delete it promptly.

14. Changes to This Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you via the app, email, or other appropriate channels. Continued use of the Platform means you accept the updated policy.

15. Contact and Grievance Redressal

  • Privacy requests — privacy@masterg.ai with subject "Privacy Request"
  • General enquiries — sales@masterg.ai
  • Phone — +91 99903 18880
  • Address — MasterG Retail Private Limited, 655-A/4/084, Plot No. 38, Gayatri Puram, Adil Nagar, Vikas Nagar, Lucknow, Uttar Pradesh 226022

Grievance Officer

Name: Abhishek Jaiswal

Email: grievance@masterg.ai

Address: MasterG Retail Private Limited, 655-A/4/084, Plot No. 38, Gayatri Puram, Adil Nagar, Vikas Nagar, Lucknow, Uttar Pradesh 226022

Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST