PRIVACY POLICY
Fixail Expert App — HEHA technicians, EPC technicians and House Help providers
Fixail Private Limited · Version 1 · October 2026
Version 1 · October 2026. Applies from the date it is published in the Fixail Expert App.
This policy is for everyone who uses the Fixail Expert App (the worker app) to apply for or do work on the Fixail platform: home appliance technicians (HEHA), electricians, plumbers and carpenters (EPC), and House Help providers. It also covers people who apply but are not yet activated. In this policy, "you" means any of them, and "Partner" means a person whose account is active.
This policy is the Privacy Notice listed in Schedule A of your Fixail agreement. It is shown to you on its own screen before you give your details, and you can read it any time in the app under Help → Privacy.
The key points
- We collect what we need to verify you, give you bookings, pay you, keep customers and you safe, and meet the law. We list every type of data in Section 2.
- We store only the last 4 digits of your Aadhaar. We never ask for your Aadhaar OTP except on the official e-KYC or eSign screen.
- We track your location only while you are online or on a booking. When you go offline, tracking stops.
- Customers see only what they need for the booking: your first name, photo, rating, live location until the job closes, and a masked phone number.
- We do not sell your personal data, and we do not share it with lenders, insurers or marketers unless you separately agree.
- Calls through Fixail numbers and chats in the app are recorded and may be used to settle disputes.
- You can see, correct or delete your data, withdraw consent, and complain to our Grievance Officer, who replies within 30 days.
1. WHO WE ARE AND WHAT THIS POLICY COVERS
1.1 Who is responsible for your data. Fixail Private Limited, 2nd Floor, R Square, Puthiyangadi, Kozhikode, Kerala 673021 ("Fixail", "we", "us") decides why and how your personal data is used. Under the Digital Personal Data Protection Act, 2023, we are the Data Fiduciary and you are the Data Principal.
1.2 What it covers. This policy covers personal data we collect through the Expert App, our recruitment calls and video calls, our training centres, Fixail numbers and WhatsApp, and from the people and organisations listed in Section 2.12. It covers all three categories of work: HEHA, EPC and House Help. Where something applies to one category only, we say so.
1.3 What it does not cover. It does not cover customer data, which is governed by our customer privacy policy (your duties when you handle customer data are in Section 11). It also does not cover services run by others that you reach through the app, such as Leegality, DigiLocker, UPI apps or map apps, which have their own policies.
1.4 Laws we follow. We handle your data under the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and under the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 as their provisions come into force. We also follow the Code on Social Security, 2020, tax laws, and any State law on platform workers that applies where you work.
1.5 Relationship to your agreement. This policy forms part of your Fixail agreement as the Privacy Notice in Schedule A. If this policy and the agreement differ on how personal data is handled, this policy applies. Nothing in this policy creates employment.
2. PERSONAL DATA WE COLLECT
We collect only what we need for the purposes in Section 3. Items marked optional are needed only if you use that feature.
2.1 When you apply. Your name, mobile number, date of birth, gender, photograph, home and current address, city and areas you want to work in, languages, the categories you apply for, work experience, how you heard about Fixail, two references, and an emergency contact. Please tell your references and emergency contact that you are giving us their details. We also keep notes of our recruitment calls, and recordings of calls made through Fixail numbers.
2.2 Identity checks (KYC). With your consent, we verify your identity and address through Aadhaar e-KYC or DigiLocker. We receive your name, photograph, date of birth, address and the last 4 digits of your Aadhaar number. We do not store your full Aadhaar number, and we never receive your Aadhaar OTP or biometrics. We also collect your PAN and the details of a bank account in your own name (account holder name, account number, IFSC) and check that the names match.
2.3 Video verification and police verification. On a live video call, a Fixail recruiter matches your face with your KYC photo and sees your Aadhaar card. If the call is recorded, the recording does not show the Aadhaar card. We collect your police clearance certificate or the result of police verification, the results of reference checks, and your declarations about criminal cases and past removals from other platforms or employers.
2.4 Skills, training and certification. Skill assessment results for each category, training completion and scores, your Certification Tier (Select, Plus or Pro) and how it changes, and the tool kit and uniform you buy through the app.
2.5 Agreement and eSign. Your signed agreement and the Leegality Audit Trail, which records the time of each signing step, the IP address, operating system, browser and device used, the eSign certificate details and the consent you gave. The eSign is done by a licensed eSign Service Provider. We never see your Aadhaar OTP.
2.6 Work on bookings. Your availability, service areas and categories; booking offers you accept, decline or cancel; start and close times (by QR or OTP); job photos and videos the app asks for; ratings and reviews from customers; complaints, rework and no-shows; and audit results. Some data depends on your category:
| Category | Extra data we collect on bookings |
|---|---|
| HEHA technicians | Appliance inspection forms, nameplate photos, fault photos and videos, readings; part requests and customer approvals; part pickups from Approved Parts Vendors (order reference or OTP); vendor GST invoices; photos of removed and fitted parts; appliance pickup and return records |
| EPC technicians | Labour timer records (start, pauses, close); purchase trips you mark; material lists and estimates; shop bills (in the customer's name), shop QR codes and payment proofs you upload; messages in the In-app Chat; licences such as wireman permits or certificates of competency |
| House Help providers | Task list and package confirmations; booking duration; job photos the app asks for |
2.7 Location. Your precise location (GPS) while you are online and available for bookings, and during every active booking from acceptance to close, including EPC purchase trips. We do not collect location while you are offline. Details are in Section 4.
2.8 Money. Earnings, commission, incentives, deposits and float, wallet transactions, recharges, cash or UPI you collect from customers, dues, deductions and reviews of deductions, payouts to your bank, tax deducted at source, your PAN, and whether you are registered under GST.
2.9 Calls, chats and support. Calls made through Fixail numbers or our IVR (recorded), In-app Chat messages, support tickets, and WhatsApp, SMS or email messages you exchange with us.
2.10 Device and app use. Phone model, operating system, app version, device identifiers, IP address, network type, notification token, crash reports and app activity logs (for example, when you log in, go online and tap key buttons). We do not read your contacts, SMS inbox, call history, or photos you have not chosen to upload.
2.11 Safety, welfare and social security. Incident reports you or others raise (accidents, injuries, electric shocks, harassment, theft, disputes), and the minimum details needed to handle them. Optional: if we offer accident or other insurance and you choose to join, we collect nominee details and, for a claim, the medical or other documents the insurer needs. For the Code on Social Security, 2020, we collect your e-Shram (UAN) number and any other registration the law requires. We do not ask for your medical history.
2.12 From other people and organisations. Customers (ratings, reviews, complaints, photos), Approved Parts Vendors and Fixail Spares (pickup confirmations, invoices), Leegality (Audit Trail), UIDAI-authorised KYC partners and DigiLocker, verification agencies and the police (verification results), banks and payment partners (payout status), and government portals (registration status).
3. WHY WE USE YOUR DATA
We use your data only for the purposes below. "Your consent" means the consent you give in the app when you accept this policy, which you can withdraw under Section 9. Where the law lets us process data without consent, for example to meet a legal duty or in a medical emergency, we say so.
| Purpose | What we do | Data used | Basis |
|---|---|---|---|
| Onboarding | Create your account, check eligibility, schedule calls and training | 2.1, 2.4, 2.9, 2.10 | Your consent |
| Verification and customer safety | Confirm identity, match your face to KYC, check police records and references | 2.2, 2.3 | Your consent; police checks also as the law allows |
| Agreement | Have you eSign your agreement and keep proof of it | 2.5 | Your consent; evidence for legal claims |
| Booking offers | Offer bookings that fit your categories, licences, Tier, ratings, availability and distance | 2.4, 2.6, 2.7 | Your consent |
| Running bookings | Start and close jobs, show you the way, let you and the customer call through masked numbers, record inspection and job evidence | 2.6, 2.7, 2.9 | Your consent |
| Billing customers | Bill the customer correctly, including labour time (EPC, House Help) and parts (HEHA) | 2.6, 2.7 | Your consent |
| Paying you | Credit your wallet, settle cash and UPI collections, pay out to your bank, deduct tax at source | 2.2, 2.8 | Your consent; tax law |
| Quality and Tier | Calculate ratings, completion and complaint rates, run audits, place you in a Tier, arrange retraining | 2.4, 2.6 | Your consent |
| Fraud prevention | Detect fake bills, inflated time, unfitted parts, cash not settled, jobs taken off the app and account sharing | 2.6, 2.7, 2.8, 2.9, 2.10 | Your consent; protecting legal rights |
| Safety and incidents | Respond to accidents, injuries, threats and harassment; help in an emergency | 2.7, 2.9, 2.11 | Your consent; medical emergency without consent where the law allows |
| Disputes and legal claims | Settle customer complaints and wallet reviews; defend or bring legal claims | 2.5 to 2.10 | Your consent; protecting legal rights |
| Legal duties | File TDS returns, register you on e-Shram and share data the Social Security Code requires, answer lawful requests from police, courts and authorities | 2.1, 2.2, 2.8, 2.11 | Required by law |
| Messages to you | Send booking alerts, policy changes, safety notices and training reminders | 2.1, 2.10 | Your consent |
| Optional: offers and programmes | Tell you about incentives, insurance or other programmes | 2.1 | Your consent, which you can switch off any time |
| Improving the app | Find bugs, study how features are used, plan staffing by area | 2.6, 2.7, 2.10, mostly deidentified | Your consent |
We will ask for fresh consent before using your data for a new purpose that is not listed here.
What we do not do. We do not sell your personal data. We do not use it to show you third-party advertising. We do not share it with lenders, insurers or marketers unless you have separately agreed to a specific programme.
4. APP PERMISSIONS AND LOCATION
4.1 Permissions. The Expert App asks your phone for these permissions. You can turn any of them off in your phone settings, but the feature that needs it will stop working.
| Permission | Why we need it | If you turn it off |
|---|---|---|
| Location, including in the background | To offer nearby bookings, guide you to the customer, show the customer where you are, and record EPC purchase trips | You cannot go online or take bookings |
| Camera | Profile photo, video verification, inspection and job photos, bills, scanning the customer's QR code | You cannot complete verification or close bookings that need photos |
| Photos and files | Uploading documents, certificates and bills you choose | You can take a new photo instead |
| Microphone | Video verification calls and videos with sound that the inspection form asks for | Video verification and some inspection videos will not work |
| Phone | Calling customers and Fixail through masked numbers | You cannot call from the app |
| Notifications | Booking offers, payment alerts and safety notices | You may miss bookings |
| SMS (if your phone offers it) | Reading only the Fixail login OTP automatically | You type the OTP yourself |
The app does not ask for access to your contacts, call history or SMS inbox.
4.2 When we track location. We collect your precise location:
- while you are online and available for bookings, so we can offer bookings near you;
- during every active booking, from the time you accept it until it is closed, including travel to the customer and EPC purchase trips; and
- when you press the SOS or report an incident, if the app offers that feature.
When you go offline, we stop collecting your location. We do not track you on your days off.
4.3 How location is used. To offer bookings, show the customer your live position until the job closes, check that you were at the customer's premises at start and close, check purchase time and travel claims on EPC bookings, investigate complaints and incidents, and plan service areas using de-identified data. Customers see your live location only during their own booking.
5. WHO WE SHARE YOUR DATA WITH
We share only what each recipient needs. Our service providers process your data only on our instructions, under written contracts that require confidentiality and security.
| Recipient | What they get | Why |
|---|---|---|
| Customers | First name, photo, Tier and rating, live location during their booking, a masked phone number, and the inspection, job and bill evidence for their booking | So they know who is coming and can follow and check the work |
| Approved Parts Vendors (HEHA) | Your name, photo and the booking's part order reference or OTP | So they hand the right part to the right technician |
| Fixail Spares Private Limited (HEHA) | Your name, booking reference and delivery or pickup details | To supply parts no local vendor has. It is our group company and follows this policy |
| Leegality and its licensed eSign Service Provider | Your name, mobile number and the agreement to be signed | To carry out the Aadhaar eSign and create the Audit Trail |
| KYC and verification partners | Details needed for Aadhaar e-KYC, DigiLocker, PAN and bank checks, references and police verification | To verify you |
| Banks and payment partners | Name, bank account, UPI and payout amounts | To pay you and process collections |
| Technology providers | Data stored or sent through their systems: cloud hosting, maps, SMS, WhatsApp, calling and IVR, analytics, crash reporting | To run the app and our communications |
| Optional: insurers and welfare partners | Name, contact, nominee and claim details | Only if you choose to join a cover or programme |
| Government | Data required by law, such as TDS details to the Income Tax Department, worker data to the e-Shram portal and social security authorities, and data required by State platform-worker laws | To meet our legal duties |
| Police, courts and authorities | Your details, booking records, location, call recordings and chats relevant to the matter | When required by law, to report or help investigate an offence, or to protect someone's safety |
| Professional advisers | Data relevant to the matter | Lawyers, auditors and arbitrators, under confidentiality |
| A buyer or successor | Data needed to continue the service | If Fixail's business is merged, sold or restructured, under this policy or one at least as protective |
Shops where EPC customers buy materials are not our partners, and we do not share your data with them. If you show a shop your own details, that is your choice.
6. AUTOMATED DECISIONS AND HUMAN REVIEW
6.1 What the app decides automatically. Some decisions are made by the app using set rules:
- Booking offers use your categories, licences on record, Tier, ratings, availability, distance to the customer and wallet balance.
- Holds on new bookings happen automatically when your wallet is below the minimum balance, when a due is overdue, when a licence on record has expired, or when police verification is not done within 30 days of activation.
- Ratings, completion rate and Tier are calculated under the published Quality Policy and Certification Tier Policy.
- Fraud flags are raised when records do not match, for example a timer running far from the customer's location, a bill that does not match the approved list, or a part collected but not fitted.
6.2 A person reviews serious decisions. A Fixail staff member reviews the facts before any deduction from your wallet, any change of Tier for a quality reason, any suspension longer than a hold, and any termination. A fraud flag on its own is never treated as proof.
6.3 You can ask why. You can ask the Grievance Officer to explain the main reasons for any automatic decision about you and to have a person review it. Wallet deductions can also be reviewed in the app within 7 days, as your agreement says.
7. HOW LONG WE KEEP YOUR DATA
We keep data only as long as the purpose needs, or longer where a law requires it or it is needed for a dispute. When the period ends, we delete the data or make it anonymous so it can no longer identify you.
| Data | How long we keep it |
|---|---|
| Applications that never lead to activation | 12 months from our last contact with you |
| Video verification recordings | 6 months from the call |
| Profile, KYC details (masked Aadhaar), verification results, Tier history | While your account is active, and 3 years after it closes |
| Copy of your police clearance certificate | While your account is active, and 1 year after it closes |
| Signed agreement and Leegality Audit Trail | 8 years after your account closes |
| Booking records, inspection and job photos and videos, In-app Chat, EPC shop bills and payment proofs | 3 years from the booking date |
| Earnings, wallet, payouts, TDS records and part purchase invoices | 8 years from the end of the financial year (accounting and tax laws) |
| Location history | 1 year, then deleted or made anonymous |
| Call recordings | 1 year from the call |
| App activity and security logs | At least 1 year, as the DPDP Rules require |
| Incident reports and insurance claims | 3 years after the matter is closed |
If data is needed for an open complaint, investigation, legal claim or government request, we keep it until that matter and any appeal period are over.
8. HOW WE PROTECT YOUR DATA
8.1 Our safeguards. We use reasonable security practices, including:
- encryption of data sent between the app and our servers, and encryption of stored documents, photos and recordings;
- access only for staff who need the data for their work, with each access logged and the logs kept for at least 1 year;
- masking of your Aadhaar number (last 4 digits only) and of phone numbers between you and customers;
- confidentiality undertakings and privacy training for staff who handle partner data;
- written contracts with our service providers requiring the same level of protection; and
- regular security reviews and testing of the app and our systems.
8.2 If something goes wrong. If there is a breach of your personal data, we will act to contain it, tell you without delay through the app, SMS or WhatsApp, explain what happened and what you can do, and report it to CERT-In and to the Data Protection Board of India within the time the law sets.
8.3 Your part. Keep your phone locked, never share your login, OTP or Aadhaar OTP with anyone (including anyone who says they are from Fixail), and tell us at once if your phone is lost or you think someone has used your account.
9. YOUR RIGHTS AND CHOICES
9.1 Your rights. You can:
- Know what personal data we hold about you, what we use it for, and who we have shared it with;
- Correct, complete or update data that is wrong, incomplete or out of date;
- Ask us to erase data we no longer need, subject to the periods in Section 7 that the law or a dispute requires;
- Withdraw consent for any purpose that relies on consent, as easily as you gave it;
- Nominate a person to exercise these rights for you if you die or become unable to act;
- Ask for a human review of an automated decision, as Section 6 explains; and
- Complain to our Grievance Officer and, if you are not satisfied, to the Data Protection Board of India.
9.2 How to ask. Use Help → Privacy request in the Expert App, or write to the Grievance Officer (Section 10). We may ask you to confirm your identity first. Requests are free. We reply within 30 days.
9.3 What happens if you withdraw consent. Withdrawing consent does not affect what we did before. Because we cannot offer bookings, verify you or pay you without the core data in Sections 2.1 to 2.10, withdrawing consent for those means your account will be closed under your agreement. We will still keep the data the law requires (Section 7) and settle your wallet balance. You can switch off optional uses, such as offers and programmes, at any time without affecting your bookings.
9.4 Messages. Booking, payment, safety and policy messages are part of the service and cannot be switched off while your account is active. Promotional messages can be switched off in the app.
9.5 Language. You can ask for this policy in Malayalam, Hindi or any other language listed in the Eighth Schedule to the Constitution that you understand. If a translation differs from the English text, the English text prevails.
10. GRIEVANCE OFFICER AND COMPLAINTS
10.1 Contact. For any question, request or complaint about your personal data, contact our Grievance Officer:
- Name and designation: [to be filled by Fixail before publishing]
- Email: [grievance email]
- Phone: [number], Monday to Saturday, 10 am to 6 pm
- Address: Grievance Officer, Fixail Private Limited, 2nd Floor, R Square, Puthiyangadi, Kozhikode, Kerala 673021
- In the app: Help → Privacy request
The Grievance Officer's current details are always shown in the Expert App.
10.2 Timelines. We acknowledge your complaint within 48 hours and resolve it within 30 days, with reasons for our decision.
10.3 If you are not satisfied. You may complain to the Data Protection Board of India once its complaint process applies to us, after first using our grievance process. This does not limit any other remedy the law gives you.
11. CUSTOMER DATA YOU HANDLE
On every booking you see customers' names, phone numbers, addresses and homes. That data belongs to Fixail and is protected by law. You must:
- use it only to complete that booking;
- not save customers' numbers, or contact them, call them or message them outside the app, during or after the booking;
- not take photos or videos of customers, their family or their home, except the inspection and job evidence the app asks for, and not keep copies on your phone or share them in WhatsApp groups or on social media;
- not share customer details with shops, vendors or anyone else; and
- tell us at once if customer data is lost, sent to the wrong person or misused.
Breaking these rules is a material breach of your agreement and may also be an offence.
12. OTHER TERMS
12.1 People under 18. The Expert App is only for people aged 18 or over. We check age through KYC. If we find that an applicant is under 18, we stop the application and delete their data, except what the law requires us to keep.
12.2 Storage and transfers outside India. We store your data on secure servers that may be in India or abroad, run by our cloud providers. Any transfer outside India follows the same protections as this policy and any restrictions the Government of India sets on transfers to particular countries.
12.3 Services run by others. When you use Leegality, DigiLocker, a UPI app, a map app or your bank through the Expert App, their own privacy policies also apply. We are not responsible for how they handle data outside what we share with them.
12.4 Changes to this policy. We may update this policy when our services or the law change. We will tell you in the Expert App at least 7 days before an important change takes effect, and ask for your consent again where the law requires it. The version and date are always shown at the top.
12.5 Contact. For anything else about this policy, contact the Grievance Officer in Section 10.