Privacy Policy

1. Introduction and Scope

Welcome to Mistryo ("we," "our," or "us"). We are deeply committed to organizing the unorganized home service sector in India, specifically starting from our roots in Bihar and expanding nationally. A critical part of that mission involves building a foundation of absolute trust.

This Privacy Policy is a legally binding document that explains in comprehensive detail how we collect, use, disclose, and safeguard your personal information when you visit our website (www.mistryo.com), use our mobile applications, or engage with our platform to book home services such as AC repair, RO servicing, Geyser maintenance, or when you register as a "Verified Pro" technician on our zero-commission platform.

By accessing or using the Mistryo platform, you explicitly agree to the practices described in this policy. If you do not agree with our policies and practices, your choice is not to use our platform.

2. Comprehensive Breakdown of Information We Collect

To operate a hyper-local, fast-response home service marketplace, we must collect specific data points to connect the right professional with the right customer safely. We collect data in three primary ways:

A. Information You Provide Directly

• Customer Account Data: When you book a service, we collect your full name, primary mobile number, email address (optional), and the exact physical address (house number, street, landmark, city, and pincode) where the service is required.
• Service Request Details: Information regarding the appliance needing repair (e.g., brand of your AC or RO), photographs of the issue (if uploaded), and any specific instructions provided for the technician.
• Customer Support Interactions: Records of your communications with our 24/7 customer care team, including WhatsApp chats, emails, and phone call recordings for quality assurance.

B. Information Automatically Collected

• Geolocation Data: With your permission, we collect precise GPS location data to auto-detect your city (e.g., Patna, Gaya, Jehanabad) and match you with the nearest available verified professional within a 5-10 km radius.
• Device and Usage Data: We automatically log your IP address, browser type, operating system, pages visited, and the duration of your session. This helps us optimize our website speed and improve user experience.

3. How We Use Your Information

We process your personal data strictly to fulfill our contractual obligations to you and to improve the Mistryo ecosystem. Specifically, we use your data to:

• Facilitate Service Delivery: To instantly dispatch a verified AC, RO, Geyser, or TV repair expert to your exact location at your scheduled time slot.
• Communicate Updates: To send you WhatsApp notifications, SMS alerts, and emails regarding your booking confirmation, technician assignment, dispatch status, and post-service warranty information.
• Maintain Quality Control: To collect ratings and reviews after the service is completed, ensuring our professionals maintain the highest standards of workmanship.
• Fraud Prevention: To monitor for unusual booking patterns, fake accounts, or platform abuse, thereby keeping both our customers and technicians safe.

4. Technician Verification Data (For Partners)

Mistryo prides itself on the safety of its customers. If you register as a Partner (Technician) on our platform, we collect highly sensitive information to perform stringent background checks. This includes:

• Government-issued identification (Aadhaar Card, PAN Card).
• A live photograph (selfie) for facial matching.
• Details regarding your professional experience, shop address (if applicable), and skill certifications.

This data is strictly used to grant the "Verified Pro" badge. Once verified, we display only your Name, Profile Photo, Years of Experience, and overall rating to the customer to facilitate the booking.

5. Payment Processing and Financial Security

Mistryo operates a Zero-Commission Model for its technicians and a "Pay After Service" model for its customers.

When customers pay for the service, they pay the technician directly via Cash or UPI. Mistryo does not intercept or hold these funds.

When Technicians pay for their optional "Verified Pro" subscription plans, the transaction is processed securely through our payment gateway partner, Razorpay. Mistryo does not collect, process, or store your credit card numbers, debit card PINs, or bank account passwords on our servers. All financial data is encrypted and handled exclusively by Razorpay, which complies with strict PCI-DSS (Payment Card Industry Data Security Standard) regulations.

6. How We Share Your Data

We only share your information when it is absolutely necessary to provide our services. We do not sell your data.

• With Assigned Technicians: Once a booking is confirmed, we share the customer's name, phone number, and service address with the assigned professional so they can navigate to your location and perform the job.
• With Third-Party Service Providers: We use trusted third-party infrastructure to run our platform, such as cloud hosting providers (Hostinger), SMS gateways, and email dispatchers. These providers are bound by strict confidentiality agreements.
• For Legal Compliance: We may disclose your information if required to do so by law, court order, or government request, or to protect the rights, property, and safety of Mistryo, our users, or the public.

7. Cookies and Localized Tracking

Mistryo uses cookies—small text files stored on your device—to enhance your browsing experience. Because we are a hyper-local service, we use cookies to remember your selected city (e.g., if you select Patna, the website will automatically load Patna-specific pricing and technicians the next time you visit).

We also use essential cookies for user authentication (keeping you logged in) and analytical cookies (like Google Analytics) to understand how users navigate our site. You can instruct your browser to refuse all cookies, but doing so may limit your ability to use certain features of our platform.

8. Your Privacy Rights and Control

Depending on your jurisdiction, you possess specific rights regarding your personal data:

• Right to Access: You can request a copy of the personal data we hold about you.
• Right to Rectification: You can request that we correct any inaccurate or incomplete information (e.g., updating a new phone number or address).
• Right to Erasure (Right to be Forgotten): You can request the deletion of your account and personal data, subject to our legal obligations to retain certain transaction records.
• Right to Opt-Out: You can unsubscribe from marketing emails or promotional WhatsApp messages at any time by replying "STOP" or clicking the unsubscribe link.

9. Data Retention Policy

We retain your personal data only for as long as is necessary for the purposes set out in this Privacy Policy. Customer accounts and booking histories are retained to facilitate 30-day warranty claims, process future bookings faster, and comply with Indian tax and accounting laws. Technician verification data is retained for the duration of their active partnership with Mistryo and for a legally mandated period thereafter for safety and dispute resolution purposes.

10. State-of-the-Art Security Protocols

We implement robust, industry-standard security measures to protect your data from unauthorized access, alteration, disclosure, or destruction. This includes:

• 256-bit SSL Encryption: All data transmitted between your browser and our servers is heavily encrypted.
• Secure Server Architecture: Our databases are protected by advanced firewalls and strict access controls, limited only to authorized Mistryo personnel.

However, please understand that no method of transmission over the internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your data, we cannot guarantee absolute security.

11. Contact Our Data Protection Officer

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your data, please reach out to our dedicated support and legal team. We take all privacy concerns very seriously and will respond promptly.