1. Scope and who we are
This Privacy Policy describes how ALPHARAVEN PRIVATE LIMITED, operating Zizlee (“Zizlee”, “we”, “us”), handles personal information when you visit zizlee.com or use our customer, kitchen partner, delivery partner, and support services. This policy covers information collected through our apps, website, related communications, and transactions. Different features require different information; you do not have to use every feature.
Other services reached through a link, an app store, a payment page, or a kitchen’s own service have their own privacy practices. Please read those notices when you use them. Our Terms & Conditions describe use of the customer service.
2. Information we collect
Information you provide
- Account and contact details: phone number, name, email address when provided, verification and account status, and your preferences.
- Orders and delivery: selected meals, quantities, addresses, delivery instructions, dates and windows, order history, fulfilment status, promotions, and related payment or refund references.
- Optional meal information: dietary choices, nutrition goals, restrictions, or other food preferences you choose to provide. These may reveal personal health-related information, so provide only what you wish us to use for the selected feature.
- Support and feedback: ticket details, chat messages, callback requests, reviews or ratings where offered, and photographs or videos you attach to a complaint.
- Kitchen and rider accounts: onboarding, contact, kitchen location, menu, business, vehicle, availability, banking or payout information when the relevant role requires it; and delivery events such as pickup, drop-off, and proof of completion.
Information created when you use the Services
This may include device and app information, sign-in and order events, diagnostic data, error reports, IP address, browser information, and usage needed to operate, secure, and improve the Services. Payment processing may provide us a transaction identifier, payment status, amount, or refund status. We do not ask you to send your full card number or OTP in a support chat.
3. Location and delivery tracking
If you choose to grant location permission, our apps may use device location to help select an address, show meals available in your area, navigate to pickups or drop-offs, and display the progress of an active delivery. You may also enter an address manually, although location-based features may be less useful. You can change location permission in your device settings.
For delivery partners, location updates may be processed during an active assignment or run to coordinate pickup, navigation, delivery and related safety or issue review. An active delivery may display relevant rider progress to the customer and operations team. We may also retain relevant pickup, handoff, and route records when needed to resolve disputes, support payouts, or meet legal requirements. Location availability and precision vary with device settings and connectivity.
4. How we use information
We use personal information to register and protect accounts; send sign-in codes; show serviceable kitchens, menus and available windows; process orders and payments; coordinate preparation and delivery; provide order and rider updates; review complaints and issue eligible refunds; manage kitchen and rider operations; communicate service and safety information; detect misuse and troubleshoot problems; and meet legal, accounting and tax obligations.
If you choose an optional nutrition or recommendation feature, the information you enter may be used to provide that feature. Such features are informational and are not a diagnosis. We may use aggregated or de-identified measures to understand reliability and improve our service. Marketing messages, if introduced, will be subject to the choices and permissions offered at the time.
6. Messages and notifications
We send email verification codes to an address you enter. A contact email is treated as verified only after you enter its code. We may email transaction notices and weekly payout statements to verified contact addresses. Employer-benefit work email verification is separate from contact email verification.
We may send transactional SMS, emails, app messages, or push notifications about OTPs, orders, deliveries, support replies, refunds, or important service updates. Depending on the feature, notification content may contain limited order or ticket information; consider your device’s lock-screen settings if other people can see it. You can manage nonessential push permissions in your device settings. We may still send necessary account, transaction, or safety notices.
7. Payments and financial records
To process a purchase, a payment provider handles payment credentials through its own systems. We process transaction references, totals, status, allocations to meals or deliveries, refunds, and payout records so we can reconcile payments and investigate errors. If you use an in-app wallet or choose a refund destination offered for an eligible issue, we maintain the records needed to reflect that decision. Do not share a card number, bank password, UPI PIN, or OTP with support.
9. How long we keep information
For a masked call started in the app during an active delivery, our calling provider connects the parties using a virtual number and records the conversation. We keep the call identifier, status and recording reference for safety, support and dispute handling. Access to recordings is limited to authorized operations staff and the calling provider. Contact us to ask about a recording or its retention in your case.
We retain information for as long as reasonably needed to provide an account and Services, complete orders and payouts, answer support requests, prevent misuse, comply with tax or accounting duties, and resolve disputes. Different records may have different retention periods because those needs differ. When information is no longer needed for these purposes, we will delete, anonymize, or otherwise handle it under our retention processes.
The same verified phone number can be used for separate customer, Zizlee Partners and Delivery Partner accounts. Deleting an account removes access and disposable profile data for that app only. Another app's account, verified contact email and business or delivery permissions are preserved. Shared phone or contact details remain only while needed by a surviving account or an applicable retention purpose. Signing in to another app does not cancel a pending Partner or Delivery Partner deletion request.
Deleting a customer account removes its active profile and access, app-specific verification challenges, saved favourites, nutrition preferences, reviews and uploaded review media, work-email verification and push tokens. Unused customer addresses are removed. Historical transaction-linked delivery addresses are disabled for further use but some underlying delivery details remain in past records. Some completed order, payment, refund, wallet and settlement records, and relevant support or safety records, may be retained when needed for tax, accounting, fraud prevention, or legal disputes. Under India's Companies Act, relevant books and vouchers are generally retained for at least eight financial years; tax proceedings or disputes can require longer periods. We review and delete or anonymize records when they are no longer needed.
Zizlee Partners account closure: Partner closure follows a separate process from customer account deletion. New orders pause when the primary owner's deletion request is accepted. There is a 15-day cancellation period. Final closure waits until existing orders, refunds, payouts and other financial obligations have been resolved. Closure removes Partner memberships and live bank account profiles, disables seller notification devices, closes linked kitchens, and clears selected seller profile fields. Historical orders, menus, kitchen records, invoices, payments, refunds, settlements, and their recorded seller, tax and bank details remain available for transaction history, accounting, compliance, fraud prevention and disputes. Relevant verification, support and safety records may also remain. The shared Zizlee login identity, including its phone and email where held, is preserved where another account needs it; closing a Partner account does not delete a customer or delivery partner account. Contact details belonging only to the deleted app are cleared from the active account. Signing up again creates fresh app access and does not restore the deleted business's memberships or customer history. Retained records follow the retention purposes and periods explained in this section. A 15-day recovery period is not a promise that every associated record will be erased in 15 days.
Zizlee Delivery Partner account deletion
You can request deletion in the Delivery Partner app under Account → Account settings → Request account deletion, after verifying the request with an OTP sent to your registered mobile number. Complete or resolve any assigned runs first. When the request is accepted, new run offers stop and work availability is paused; the app signs you out.
There is a 15-day recovery period from acceptance of the deletion request. Signing back into the Delivery Partner app with your phone OTP during that period cancels deletion. Signing into a separate customer or kitchen account does not cancel the rider request. Final deletion is processed after the recovery period and after pending earnings, payouts and open delivery, support or financial cases are resolved. Unresolved obligations can extend completion beyond 15 days. Contact support for the reason for a delay.
Final deletion clears the active rider profile's contact, address, emergency contact and bank or UPI details, removes onboarding document uploads and run-start selfie images, deletes saved rider location samples and live location data, removes rider notification devices and preferences, and deactivates operating-zone assignments and vehicles. Historical vehicle rows may remain with registration and descriptive details cleared.
Completed run, earnings, payout, adjustment, delivery-proof and relevant support or safety history may remain for accounting, tax, security and disputes. If the rider has earnings or payout history, the PAN number may be retained in restricted tax records; its uploaded scan is removed. Retained records follow the purposes and retention periods explained above. The 15-day recovery period is not a promise that every associated record is erased. A linked customer or kitchen account and any shared login identity needed for those services are handled separately.
10. Your choices and requests
You can update some profile, address and notification settings in the relevant app. To delete your Zizlee customer account, visit Delete your account, enter your registered phone number and follow the OTP verification steps. Alternatively, use Profile → Delete account within the app. These self-service options do not require contacting support. You may also email support from any device to request assistance after ownership verification. An active order or plan, pending payment or refund, or wallet balance may need to be resolved first. You can also contact support@zizlee.com to ask for access to information about you, correction of inaccurate information, deletion where applicable, withdrawal of consent for an optional use, or help with a privacy complaint. We may need to verify the request to protect your account. Where the law allows or requires us to keep a record, we will explain why we cannot immediately erase it.
To request deletion of a Zizlee Partners account, visit Partner account deletion, select Zizlee Partners, and verify the primary owner's registered mobile number by OTP. Review the business and all-kitchen scope before confirming. You can return to that page to check a pending request or cancel during the 15-day recovery period. You can also use the account-deletion option under Business & Account in the Partner app, or email support@zizlee.com with the subject “Zizlee Partners account deletion request”, the owner's registered number and business name. Ownership verification is required. Never email an OTP, password, UPI PIN or full bank credentials. Staff and managers must ask the primary owner to handle whole-business closure.
Delivery partners: use Account → Account settings in the Delivery Partner app, or visit Delivery Partner account deletion to request deletion without reinstalling the app. You can email support@zizlee.com with the subject “Delivery partner account deletion request” and your registered mobile number. We verify ownership before accepting a request. Do not email an OTP, password, identity-document scan, UPI PIN or full bank credentials. See the rider deletion process for recovery, timing and retained records.
Withdrawing a permission or declining to provide a necessary detail may limit a feature. For example, without a reachable contact number or serviceable delivery address, we may be unable to complete an order. Device location permission can be changed in the operating-system settings. You can ask us how to exercise rights that apply to you under relevant privacy law.
11. Security and incidents
We use access controls and technical and organizational measures intended to protect information against unauthorized access, misuse, loss, or disclosure. No online system can promise absolute security. Please protect your device and sign-in codes, log out of shared devices, and tell us promptly if you think your account is being used without permission. If an incident affects your personal information, we will investigate and provide any notices required by applicable law.
12. Children and family accounts
The ordering service is designed for people able to make purchases and manage an account under applicable law. If a parent or guardian uses an account to order on behalf of a child, they should avoid including unnecessary information about the child in delivery instructions, support messages, or uploaded media. If you believe a child has provided information without appropriate authorization, contact us so we can review the account and take appropriate steps.
13. Changes to this policy
We may update this policy when our Services, legal obligations, or information practices change. The last updated date at the top identifies the version on this website. For significant changes, we will provide additional notice where appropriate or required. The updated policy will apply from its published or otherwise stated effective date.
14. Privacy contact and complaints
For privacy requests, questions, or an unresolved complaint, email support@zizlee.com with “Privacy request” in the subject. Please include a way to identify your account and describe the concern without sending an OTP, full payment credentials, or unnecessary sensitive information. We will review and respond through an appropriate channel, subject to applicable legal requirements.