Privacy Policy

Last Updated: December 26, 2024

This Privacy Policy describes how Arrow Facility Services ("we," "our," or "us") collects, uses, and protects your personal information in compliance with Indian data protection laws.

1. Legal Compliance

This Privacy Policy is designed to comply with:

  • The Digital Personal Data Protection Act, 2023 - India's comprehensive data protection law
  • The Information Technology Act, 2000 and Information Technology (Reasonable Security Practices) Rules, 2011
  • Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
  • The Indian Contract Act, 1872 - Governing contractual relationships
  • The Consumer Protection Act, 2019 - For consumer data protection
  • Companies Act, 2013 - Corporate governance and data handling
  • Shops and Establishments Acts of respective states
  • Tamil Nadu Shops and Commercial Establishments Act, 1958 (applicable to our Chennai operations)

2. Information We Collect

Personal Information

We collect the following personal information when you interact with our services:

  • Contact Information: Name, email address, phone number, postal address
  • Business Information: Company name, designation, business requirements
  • Service Preferences: Type of housekeeping services required, property details
  • Communication Records: Messages, inquiries, and feedback you provide
  • Technical Information: IP address, browser type, device information, usage patterns

How We Collect Information

  • Directly from you through contact forms, phone calls, and emails
  • Automatically through website cookies and analytics tools
  • From third-party platforms like JustDial (with your consent)
  • During service delivery and customer interactions

3. Purpose of Data Collection

We process your personal data for the following legitimate purposes:

  • Service Delivery: To provide housekeeping and facility management services
  • Communication: To respond to inquiries and maintain customer relationships
  • Business Operations: To manage contracts, billing, and service scheduling
  • Quality Improvement: To enhance our services and customer experience
  • Legal Compliance: To meet regulatory requirements and legal obligations
  • Marketing: To inform you about relevant services (with your consent)

4. Legal Basis for Processing

We process your personal data based on:

  • Consent: When you voluntarily provide information through our forms
  • Contract Performance: To fulfill our service agreements with you
  • Legitimate Interest: For business operations and service improvement
  • Legal Obligation: To comply with applicable Indian laws

5. Data Sharing and Disclosure

We may share your personal information with:

  • Service Partners: Trusted vendors who assist in service delivery
  • Legal Authorities: When required by law or to protect our rights
  • Business Transfers: In case of merger, acquisition, or asset sale

Important: We do not sell, rent, or trade your personal information to third parties for commercial purposes without your explicit consent.

6. Your Rights Under Indian Law

As per the Digital Personal Data Protection Act, 2023, you have the following rights:

Right to Information

Know what personal data we collect and how it's used

Right to Correction

Update or correct your personal information

Right to Erasure

Request deletion of your personal data

Right to Grievance Redressal

File complaints about data processing

7. Data Security Measures

We implement appropriate technical and organizational measures to protect your personal data:

  • Encryption: Data transmission and storage encryption
  • Access Controls: Limited access to authorized personnel only
  • Regular Audits: Periodic security assessments and updates
  • Staff Training: Regular training on data protection practices
  • Incident Response: Procedures for handling data breaches

8. Data Retention

We retain your personal data for as long as necessary to:

  • Fulfill the purposes for which it was collected
  • Comply with legal, regulatory, or contractual obligations
  • Resolve disputes and enforce agreements

Generally, we retain customer data for 7 years after the completion of services, unless a longer retention period is required by law.

9. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to:

  • Enhance user experience and website functionality
  • Analyze website traffic and usage patterns
  • Remember your preferences and settings

You can control cookie settings through your browser preferences.

10. Data Localization and Cross-Border Transfer

Data Localization Compliance

In compliance with Indian data protection laws:

  • Critical Personal Data: Stored and processed only within India
  • Sensitive Personal Data: Primarily stored in India with copies abroad only with explicit consent
  • Payment Data: All payment and financial data stored within India as per RBI guidelines
  • Government Services Data: Any data related to government contracts stored exclusively in India

Cross-Border Data Transfer

If we transfer your personal data outside India, we ensure:

  • Compliance with Section 16 of DPDP Act 2023
  • Adequate level of protection as notified by the Central Government
  • Appropriate safeguards including Standard Contractual Clauses (SCCs)
  • Your explicit consent for transfers to non-adequate countries
  • Data Processing Agreements with international vendors

11. Data Protection Officer

We have appointed a Data Protection Officer (DPO) to oversee our data protection activities. You can contact our DPO for any data protection concerns.

12. Grievance Redressal

If you have any concerns about our data processing practices, you can:

  • Primary Level: Contact our Grievance Officer (details below)
  • Appellate Level: File a complaint with the Data Protection Board of India
  • Regulatory Bodies: Report to the Ministry of Electronics and Information Technology (MeitY)
  • Consumer Forums: Approach District/State/National Consumer Disputes Redressal Commissions
  • Legal Remedies: Seek remedies under Indian courts as per Code of Civil Procedure, 1908
  • Industry Specific: Contact FICCI, CII, or relevant trade associations for industry-specific grievances

Regulatory Contact Information

  • Data Protection Board of India: To be notified upon establishment under DPDP Act 2023
  • MeitY: Electronics Niketan, 6 CGO Complex, Lodhi Road, New Delhi - 110003
  • Chennai Consumer Forum: Additional Civil Court Complex, George Town, Chennai - 600001

13. Updates to Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by:

  • Posting the updated policy on our website
  • Sending email notifications to registered users
  • Displaying prominent notices on our website

14. Contact Information

Arrow Facility Services

Address: New 128, Old 114, 2nd Floor, Eldams Rd, Subbarayan Nagar, Teynampet, Chennai, Tamil Nadu 600018

Email: Info@arrowfacilityservices.com

Phone: +91 98409 63029

Grievance Officer

Designation: Grievance Redressal Officer

Email: grievance@arrowfacilityservices.com

Phone: +91 98409 63029

Address: New 128, Old 114, 2nd Floor, Eldams Rd, Subbarayan Nagar, Teynampet, Chennai, Tamil Nadu 600018

Response Time: 30 days from receipt of complaint as per Rule 3(9) of IT Rules 2021

15. Industry-Specific Compliance

As a facility management company operating in India, we also comply with:

  • Labour Laws: Contract Labour (Regulation and Abolition) Act, 1970
  • Building Regulations: Model Building Bye-Laws 2016 and state-specific building codes
  • Environmental Compliance: Environment Protection Act, 1986 for waste management
  • Health & Safety: Factories Act, 1948 and Occupational Safety, Health and Working Conditions Code, 2020
  • GST Compliance: Central Goods and Services Tax Act, 2017
  • Employment Laws: Code on Wages, 2019 and related employment codes

16. Cultural and Local Context

Understanding the Indian context, we respect:

  • Cultural Sensitivities: Religious and cultural practices in data handling
  • Language Preferences: Support for regional languages as required
  • Local Holidays: Indian national and regional holidays in our service schedules
  • Community Standards: Local community standards and practices
  • Accessibility: Compliance with Rights of Persons with Disabilities Act, 2016

17. Governing Law and Jurisdiction

This Privacy Policy is governed by the laws of India. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the courts in Chennai, Tamil Nadu.

Dispute Resolution Mechanism

  1. Internal Resolution: Contact our Grievance Officer within 30 days
  2. Mediation: Through Chennai Mediation Centre if internal resolution fails
  3. Consumer Forums: For consumer-related disputes as per Consumer Protection Act, 2019
  4. Civil Courts: Chennai City Civil Court for civil matters
  5. Arbitration: As per Arbitration and Conciliation Act, 2015 for commercial disputes

By using our services, you acknowledge that you have read, understood, and agree to this Privacy Policy and the processing of your personal data as described herein.