Privacy Policy

PRIVACY POLICY

Creelo (www.creelo.in)
Operated by Shoptail India Private Limited

Last Updated: 18-May-2026

Disclaimer Regarding Language

In the event of any discrepancy, inconsistency, or conflict between the English version of this Privacy Policy and any translated version made available for convenience, the English version shall prevail and be considered the authoritative and legally binding version.

Introduction

Shoptail India Private Limited (“Shoptail”, “Creelo”, “Company”, “we”, “our”, or “us”) values the trust placed in us by users of the Creelo platform and recognizes the importance of protecting personal information and maintaining the confidentiality and security of user data.

This Privacy Policy describes how we collect, receive, store, process, use, disclose, and protect personal information when users access or interact with our digital services.

This Privacy Policy applies to personal information collected through:

• The website www.creelo.in

• Mobile applications operated by Creelo

• Mobile website (m-site)

• Customer support channels

• Seller and merchant portals

(collectively referred to as the “Platform”).

By visiting this Platform, providing your information or availing out product/service, you expressly agree to be bound by the terms and conditions of this Privacy Policy, the Terms of Use and the applicable service/product terms and conditions, and agree to be governed by the laws of India including but not limited to the laws applicable to data protection and privacy. If you do not agree please do not use or access our Platform.

Scope of the Privacy Policy

This Privacy Policy applies to:

• Visitors browsing the Platform

• Customers purchasing products through Creelo

• Individuals registering accounts on the Platform

• Sellers or merchants offering products on Creelo

• Users interacting with customer support services

This Privacy Policy does not apply to third-party websites or services that may be linked from the Platform.

Data Controller

The entity responsible for the collection and processing of personal information under this Privacy Policy is:

Shoptail India Private Limited
16, Block H, Sector 23, Sanjay Nagar, Ghaziabad Uttar Pradesh PIN 201002 India

 For the purposes of applicable data protection laws, Shoptail India Private Limited acts as the data controller.

Information We Collect

When you access or use the Platform, we may collect and store information that you voluntarily provide from time to time. Once you provide personal information, you may no longer remain anonymous to us. Wherever practicable, we indicate which fields are mandatory and which are optional. You may choose not to provide certain information; however, doing so may restrict your ability to access certain services, products, or features available on the Platform.

We may collect and analyse information relating to your interaction with the Platform, including your browsing behaviour, purchasing patterns, preferences, and other information you voluntarily provide. This information is used for internal research and analysis relating to user demographics, interests, usage trends, and behaviour in order to better understand user needs, enhance user experience, improve our services, and maintain the safety and integrity of the Platform.

We may also automatically collect certain technical and navigational information when you access or interact with the Platform, including the Uniform Resource Locator (URL) from which you arrive at the Platform, the URL you visit next, browser type, device information, and Internet Protocol (IP) address. Such information helps us personalise and optimise our services, marketing communications, and the checkout experience.

Information collected may be aggregated and analysed to generate insights regarding user behaviour and preferences. Such aggregated insights may be shared with our affiliates, group companies, related entities, business partners, service providers, and other third parties that assist in operating the Platform or delivering services. These entities may use such insights for purposes including marketing, advertising, service optimisation, product development, and improving user experience. Any processing of personal information by such third parties will be governed by their respective privacy policies. Shoptail does not control or assume responsibility for the privacy practices of such third parties and encourages users to review their policies.

We may collect personal information including, but not limited to, name, email address, delivery address, contact number, and payment-related details when you create an account, conduct transactions, participate in promotional events or contests, or otherwise interact with the Platform. While certain sections of the Platform may be accessed without registration, activities such as placing orders or accessing certain services require the creation of a user account. Your contact information may be used to communicate service-related information and promotional offers based on your interests or past transactions.

If you post content on public forums available on the Platform, such as message boards, feedback sections, or social media channels maintained by us, or if you interact with features such as voice commands or similar interactive tools, we may collect and retain such information. We may retain this information as necessary to resolve disputes, provide customer support, troubleshoot technical issues, and conduct internal research and analysis, as permitted by applicable law.

If you correspond with us directly, or if other users or third parties provide information regarding your activities on the Platform, we may maintain such communications as part of our records.

Where you enroll in any loyalty or membership program offered by Shoptail through the Platform, we may collect additional personal information necessary to administer such programs. This may include information such as name, contact details, address, date of birth, demographic information, and transaction details related to purchases made on the Platform or through participating third-party partners. Where personal information is collected directly by third-party partners, such processing will be governed by their respective privacy policies.

In addition, if you choose to make payments through digital payment methods supported on the Platform, including Unified Payments Interface (UPI), we may collect identifiers such as your UPI ID for the purpose of processing transactions.

The categories of information we may collect include the following:

• Personal Identification Information

  When you create an account or place an order on the Platform, we may collect:

  • Full name

  • Email address

  • Mobile number

  • Billing address

  • Shipping address

  • PIN code

  • Date of birth (optional)

  • Gender (optional)

• Account Information

  When you register on the Platform, we collect information necessary to maintain your user account, including:

  • Username or login credentials

  • Password (encrypted)

  • Account preferences

  • Saved addresses

  • Wishlist items

  • Purchase history

• Transaction Information

  When you purchase products or services through the Platform, we collect information relating to the transaction, including:

  • Order details

  • Payment information

  • Delivery information

  • Return or refund requests

  • Customer service interactions

  Payment card details are processed through secure third-party payment gateways, and Creelo does not store complete payment card information on its servers.

• Device and Technical Information

  As part of our efforts to continually enhance the functionality, performance, and user experience of the Platform, we and our affiliates may collect and analyse certain device-related, demographic, and usage information relating to your activity on the Platform. With your consent, we may have access to your SMS, instant messages, contacts in your directory, location, camera, photo gallery and device information. Apart from this it may include:

  • Internet Protocol (IP) address

  • Device identification number

  • Browser type

  • Operating system

  • Device type

  • Date and time of access

  • Pages visited on the Platform

  • Application crash logs

  We use this information to monitor and administer the Platform, diagnose technical issues, ensure system security, and improve the quality and reliability of our services. Your IP address may also be used to help identify your device, manage platform operations, and generate aggregated demographic insights regarding platform usage. This information is used to maintain platform performance and improve user experience.

• Location Information

  With your permission, we may collect approximate location information to:

  • estimate delivery timelines

  • detect fraudulent transactions

  • personalize content and offers

  This information is used for purposes including facilitating order delivery, estimating shipping timelines, detecting and preventing fraudulent transactions, improving platform functionality, and providing location-relevant services, content, or promotional offers. You may manage or disable location-sharing permissions through your device settings at any time; however, doing so may affect the availability or functionality of certain features of the Platform. Users may disable location access through device settings.

• Communication Data

  We may collect information when users interact with our support or communication channels, including:

  • customer support emails

  • chat messages

  • feedback submissions

  • survey responses

  • call recordings (where applicable)

  We retain this information as necessary to resolve disputes, provide customer support, troubleshoot problems or for internal research and analysis as permitted by law.

• Seller and Merchant Information

  If you register as a seller on the Creelo marketplace, we may collect additional information.  We may request certain additional information from you, including your Permanent Account Number (PAN), credit information reports obtained from authorized credit bureaus, Goods and Services Tax (GST) registration details, government-issued identification documents or identification numbers, and other Know-Your-Customer (KYC) information, where required. Such information may be collected for purposes including: (i) assessing your eligibility for specific products or services such as credit, insurance, or payment-related offerings; (ii) issuing GST-compliant invoices for purchases made for business or commercial purposes; and (iii) facilitating access to and improving your experience with products and services offered through the Platform by us, our sellers, affiliates, lending partners, business partners, or other third-party service providers associated with the Platform. Please note that failure to provide the required information or consent for such processing may limit or prevent your access to certain products, services, or features available on the Platform.

  Additional information that we may collect are:

  • Business name

  • Business registration documents

  • PAN number

  • GST details

  • Bank account information

  • Identity verification documents

  • Business address

  This information is required to comply with legal and regulatory obligations.

How We Use Personal Information

We use personal information for the following purposes:

• Providing Services

  We process your personal data to receive and fulfil orders, deliver products and services, facilitate payment transactions, and communicate with you regarding your orders, purchased products or services, and relevant promotional or marketing offers, create and manage user accounts

  • process orders and payments

  • deliver purchased products

  • provide customer support

  • process refunds and returns

• Platform Improvement

  In order to operate, maintain, and continuously improve the Platform and our services, Creelo and its affiliates collect and analyze certain technical, demographic, and usage-related information about users’ interactions with the Platform. This may include information relating to user preferences, browsing behavior, transaction patterns, and other aggregated or statistical data.

  Creelo may collect and process your Internet Protocol (IP) address and related device or network information for purposes including, but not limited to:

  ·       administering and maintaining the Platform;

  ·       diagnosing and resolving technical issues or server-related problems;

  ·       ensuring network and information security;

  ·       identifying users and sessions for operational and fraud-prevention purposes; and

  ·       generating aggregated, non-identifiable demographic insights to better understand user behavior and improve our offerings.

  Such information is generally analyzed on an aggregated basis and, where feasible, de-identified. To the extent that any such data constitutes personal data under applicable law, it will be processed in accordance with this Privacy Policy and applicable data protection laws.

• Fraud Detection and Security

  Creelo may collect, process, and use personal and transactional information for legitimate security, compliance, and risk-management purposes, including to:

  • authenticate and verify the identity of users and account holders;

  • identify, investigate, and monitor suspicious, unauthorized, or high-risk transactions or activities;

  • prevent fraud, misuse, abuse, chargeback risks, unlawful conduct, or violations of Platform policies; and

  • maintain, protect, and enhance the security, integrity, reliability, and lawful operation of the Platform, systems, and services.

• Marketing and Promotional Communications

  Creelo may use customer information and transactional data to communicate service-related and promotional materials, including:

  • marketing and promotional emails, notifications, or communications;

  • personalized product, service, or content recommendations;

  • discount offers, rewards, loyalty benefits, and exclusive deals; and

  • promotional campaigns, surveys, contests, or engagement programs conducted by Creelo or its authorized partners.

  Users may opt out of marketing communications at any time.

• Legal and Regulatory Compliance

  Creelo may collect, process, retain, and disclose personal information where reasonably necessary to:

  • comply with applicable laws, regulations, statutory obligations, or governmental requirements;

  • respond to lawful requests, notices, subpoenas, court orders, or directions issued by regulatory, judicial, or law enforcement authorities;

  • enforce these Terms, contractual arrangements, Platform policies, and other legal obligations; and

  • establish, exercise, defend, or protect the legal rights, property, security, or legitimate interests of Creelo, its users, affiliates, partners, or third parties.

Cookies and Tracking Technologies

Creelo uses cookies and similar tracking technologies on the Platform to enhance user experience, analyze website performance, measure the effectiveness of promotional campaigns, and support trust and safety measures. Cookies are small text files placed on a user’s device that enable the Platform to recognize the user’s browser and capture certain information.

Cookies used by Creelo do not, in themselves, contain personally identifiable information. However, they may be linked with information you voluntarily provide to us, where permitted by applicable law. Certain features and functionalities of the Platform are only available through the use of cookies. For example, cookies may enable you to remain logged in during a session and reduce the frequency with which you are required to re-enter your credentials.

Creelo uses both session cookies (which are automatically deleted when you close your browser) and persistent cookies (which remain on your device until deleted or expired). These cookies may also be used to deliver content and information tailored to your preferences and interests.

You may choose to refuse or delete cookies through your browser settings. Please note that disabling cookies may limit your ability to use certain features of the Platform and may result in reduced functionality, including the need to re-enter information more frequently.

The Platform may also include cookies or similar technologies placed by third-party service providers. Creelo does not control the use of such third-party cookies and is not responsible for their practices. We may engage third-party analytics providers, including Google Analytics, to help us understand how users interact with the Platform and to improve our services. Information on how Google processes data can be found in its privacy policy, and users may opt out of Google Analytics through the tools provided by Google.

For more information on managing cookies, you may refer to your browser’s help settings.

Sharing and Disclosure of Personal Data

Creelo may share your personal data with entities within the Shoptail group, including Shoptail India entities, affiliates, and related companies (collectively, “Shoptail Entities”), as well as with select business partners (including, where applicable, payment and UPI platform partners), for the purposes of providing, facilitating, and improving the products and services offered by such entities. These Shoptail Entities and partners may, subject to applicable law, further share such data with their respective affiliates, service providers, and third parties for purposes including, but not limited to, identity verification, credit assessment and underwriting, service delivery, and marketing of relevant products and services.

In addition, Creelo may disclose your personal data to third parties, including sellers, logistics partners, payment processors, and other service providers, where such disclosure is necessary or appropriate for purposes including:

·       enabling access to and use of the Platform and its services;

·       processing, fulfilling, and delivering your orders;

·       facilitating payments and related transactions;

·       improving user experience and personalizing content;

·       collecting feedback, conducting research, and performing analytics;

·       providing customer support and grievance redressal;

·       conducting marketing, advertising, and promotional activities;

·       preventing, detecting, investigating, and mitigating fraud or other unlawful activities;

·       enforcing Creelo’s Terms of Use and other policies; and

·       complying with applicable legal and regulatory requirements.

Creelo may also share personal data with third-party service providers and business partners who support our operations or with whom we collaborate to offer products or services. Such parties may use the data, in accordance with applicable law and contractual safeguards, to provide services on our behalf, enhance and personalize your experience (including features such as streamlined checkout or autofill functionality), and to communicate offers, recommendations, and promotional content tailored to your preferences.

Creelo may disclose personal data where required to do so by law or where such disclosure is reasonably necessary, in good faith, to respond to legal processes (including subpoenas, court orders, or regulatory requests), to enforce our Terms of Use or Privacy Policy, to address claims of rights violations, or to protect the rights, property, or safety of Creelo, its users, or the public.

In the event of a merger, acquisition, reorganization, amalgamation, or sale of assets, your personal data may be transferred to the relevant third party or successor entity. In such circumstances, the receiving entity will be required to process your personal data in accordance with this Privacy Policy or provide notice of any material changes, as required by applicable law.

Links to Third-Party Sites

The Platform may contain links to third-party websites or applications that are not operated or controlled by Creelo. Such third parties may independently collect and process your personal data in accordance with their own privacy policies. Creelo does not endorse and is not responsible for the privacy practices or content of such third-party policies. You are encouraged to review the privacy policies of any third-party sites or services before providing any personal data

Data Security

Creelo implements and maintains reasonable and appropriate technical, administrative, and physical safeguards designed to protect personal data against unauthorized access, disclosure, alteration, and destruction. These measures include, among other things, the use of secure servers, encryption protocols where appropriate, access controls, and internal security policies aligned with industry standards.

When you access your account or transmit information through the Platform, such data is processed through secure server infrastructure intended to protect the confidentiality and integrity of your information. Once personal data is within Creelo’s systems, it is safeguarded in accordance with our internal security practices and procedures.

Notwithstanding the foregoing, no method of transmission over the internet or method of electronic storage is entirely secure. By using the Platform, you acknowledge and accept the inherent risks associated with data transmission over the internet and the World Wide Web, and Creelo does not guarantee absolute security of any information transmitted to or from the Platform.

You are responsible for maintaining the confidentiality and security of your account credentials, including your username and password, and for all activities conducted through your account. Creelo shall not be liable for any unauthorized access resulting from your failure to adequately safeguard such credentials.

Data Retention

Creelo retains personal data only for as long as is necessary to fulfil the purposes for which it was collected, including for the provision of services, compliance with legal and regulatory obligations, dispute resolution, and enforcement of our contractual rights and policies, unless a longer retention period is required or permitted under applicable law.

In determining the appropriate retention period, Creelo considers factors such as the nature and sensitivity of the personal data, the purposes for which it is processed, applicable legal requirements, and the need to prevent fraud, misuse, or other unlawful activities. Accordingly, certain data may be retained for extended periods where necessary to safeguard the Platform, exercise or defend legal claims, or comply with statutory obligations.

Upon expiry of the applicable retention period, personal data will be securely deleted or anonymized, in accordance with applicable laws and Creelo’s data retention and security policies. Creelo may retain anonymized and aggregated data for analytical, statistical, and research purposes on an ongoing basis, as such data does not identify individual users.

User Rights

Creelo takes reasonable steps to ensure that the personal data it processes is accurate, complete, and, where necessary, kept up to date. Where you inform us that any personal data we hold about you is inaccurate or incomplete, we will, having regard to the purposes of processing, promptly rectify or erase such data in accordance with applicable law.

Subject to applicable legal requirements, you have the right to access, review, correct, and update your personal data. You may exercise certain of these rights directly through the functionalities available on the Platform, including within your account, profile, or settings. You may also request deletion of certain non-mandatory information through these features or by contacting us using the details provided below.

You may withdraw any consent previously provided to Creelo for the processing of your personal data by submitting a request using the contact details set out below, with the subject line “Withdrawal of Consent.” We may take reasonable steps to verify your identity before processing such requests.

Please note that withdrawal of consent shall not affect the lawfulness of processing based on consent prior to its withdrawal and will be subject to applicable laws, this Privacy Policy, and the Terms of Use. Further, where processing of personal data is necessary for the provision of the Platform or related services, withdrawal of consent may result in limited access to, or inability to use, certain features or services.

Children’s Privacy

The Platform is intended for users who are 18 years of age or older.

The Platform is intended for use only by individuals who are competent to contract under the Indian Contract Act, 1872. Creelo does not knowingly collect or solicit personal data from individuals under the age of 18 years. If personal data of a minor is provided, it is deemed that such disclosure has been made with the consent and authority of a parent or legal guardian. Creelo reserves the right to delete any personal data relating to minors upon becoming aware of such collection without appropriate authorization.

Business Transfers

Creelo and its affiliates may disclose or transfer your personal data to another entity in connection with a merger, acquisition, reorganization, amalgamation, or sale of assets. Such transfers will be undertaken in accordance with applicable law and subject to appropriate safeguards. The receiving or successor entity will be required to process your personal data in a manner consistent with this Privacy Policy or provide prior notice of any material changes.

Updates to this Privacy Policy

We may update this Privacy Policy periodically to reflect changes in:

• legal requirements

• business operations

• platform features

Users will be notified of significant changes through:

• website notifications

• email communications

• platform announcements

Continued use of the Platform after such updates constitutes acceptance of the revised Privacy Policy.

Grievance Officer

In accordance with applicable laws including the Information Technology Act, 2000, Creelo has appointed a Grievance Officer.

Name: Himanshu Grover
Designation: Grievance Officer
Company: Shoptail India Private Limited
Email: support@creelo.in
Address: 16, Block H, Sector-23, Sanjay Nagar, Ghaziabad (Uttar Pradesh) 201002

Complaints will be acknowledged within 48 hours and resolved within a reasonable timeframe.

Contact Us

For questions regarding this Privacy Policy or our data practices, please contact:

Email: support@creelo.in
Website: www.creelo.in