1. About this policy

This Privacy Policy explains how AquaVeins LLP ("AquaVeins", "we", "us" or "our") collects and processes personal data when you visit www.aquaveins.com, submit an enquiry, contact us through WhatsApp or phone, place an order, make a payment, request installation or support, or subscribe to marketing communications.

AquaVeins LLP is registered in India under LLP No. ADB-1141. Our registered office is Door No.6 NH7 TO, Koroth Road, Azhiyur, Chombala Police Station, Vadakara, Kozhikode,673309, Kerala, India

2. Scope

This Policy applies to this website and related communications with AquaVeins. It does not govern independent third-party websites, payment services, social media platforms, messaging services or delivery providers, which apply their own privacy terms.

3. Personal data we collect

1. Identity and contact data: name, email address, telephone number, billing and delivery address, country and any company details you provide.
2. Enquiry and project data: messages, photographs, site measurements, crop or system requirements, quotation requests and records of calls or WhatsApp communications.
3. Order and transaction data: products or services ordered, quotation and invoice details, payment status, refunds, delivery information and support history. We do not intentionally store complete card, bank-account or authentication credentials handled by a payment gateway.
4. Marketing data: subscription status, communication preferences, campaign interactions and consent records.
5. Technical and usage data: IP address, device and browser information, pages visited, timestamps, referring pages, approximate location, cookie identifiers and website interaction data.
6. Installation and service data: site access details, system configuration, maintenance records, photographs and service reports where relevant.

Please do not send government identity documents, financial credentials or other sensitive information unless we specifically request it for a lawful and necessary purpose.

4. How we collect data

We collect data directly from you through forms, checkout, telephone, email, WhatsApp and service interactions; automatically through cookies and similar technologies; and from service providers such as payment gateways, delivery partners, analytics platforms or advertising platforms where permitted.

5. Why we use personal data

1. To respond to enquiries, assess project requirements and provide quotations.
2. To process payments, accept and fulfil orders, arrange delivery, installation, warranty service and customer support.
3. To communicate transactional updates, safety information, refill or maintenance reminders and changes affecting an order or service.
4. To send promotional messages when you have opted in, and to record or honour an unsubscribe request.
5. To operate, secure, troubleshoot and improve the website, products, services and customer experience.
6. To measure website performance and advertising effectiveness, and conduct retargeting only where the required cookie or marketing consent has been obtained.
7. To prevent fraud, misuse, security incidents and unlawful activity.
8. To maintain tax, accounting, warranty and business records and comply with legal obligations or enforce legal rights.

We process personal data with your consent, for the purpose for which you voluntarily provide it, to perform or take steps relating to a transaction with you, and for other lawful purposes permitted by applicable law. Where consent is required, you may withdraw it as described below.

7. Marketing communications

We send promotional email, SMS or WhatsApp messages only where permitted and after obtaining any consent required for that channel. Transactional messages about an enquiry, order, delivery, installation, safety issue or support request are not marketing. You may unsubscribe through the message, adjust your preferences through, or contact us. We will retain enough information to honor you opt-out.

8. Who receives personal data

We may share only the data reasonably required with:

1. website hosting, cloud storage, email, communications and customer-management providers;
2. payment gateways, banks and fraud-prevention providers;
3. couriers, freight forwarders, customs agents, importers, installers and service technicians;
4. analytics and advertising providers, when the relevant consent permits their use;
5. accountants, auditors, insurers, lawyers and professional advisers;
6. a buyer, investor or successor in a genuine business transaction, subject to appropriate safeguards; and
7. courts, regulators, law-enforcement bodies or public authorities when disclosure is required or lawfully requested.

We do not sell or rent personal data for money. Advertising providers may use cookie or device data for measurement or personalized advertising only as disclosed through the consent interface.

9. International processing

Because we serve India and Maldives, data may be accessed or processed across those countries and in other countries where our service providers operate. We will use reasonable contractual, technical and organizational safeguards and will comply with applicable restrictions on international transfers.

10. Retention

We keep personal data only for as long as reasonably necessary for the purpose stated, including to complete orders, provide warranty or support, resolve disputes and meet legal requirements. As a working rule, enquiry records may be kept for up to 24 months after the last meaningful interaction; marketing records until you unsubscribe or after prolonged inactivity; and transaction, invoice, tax and accounting records for the period required by law, which may be up to eight years or longer where a dispute, investigation or legal hold applies. Cookie and analytics retention depend on the configured tool and consent settings.

11. Security

We use reasonable administrative, technical and physical safeguards appropriate to the nature of the data, including access controls, secure hosting and transmission, vendor controls, backups and staff confidentiality practices. No internet or storage system is completely secure. If a personal-data breach requires notice under applicable law, we will make the required notifications.

12. Your choices and rights

Subject to applicable law, you may request information about your personal data, access a summary of processing, correct or update inaccurate data, request erasure where retention is no longer required, withdraw consent, unsubscribe from marketing, and use our grievance process. Where applicable, you may also nominate another person to exercise rights on your behalf in the event of death or incapacity.

Send requests to [email protected] with enough information to verify your identity and locate the relevant records. We may refuse or limit a request where the law permits or requires continued retention. Withdrawing consent does not affect processing already lawfully carried out and may prevent us from providing a requested feature or future service.

13. Children

The website and online store are intended for adults aged 18 or older. We do not knowingly seek personal data from a child or knowingly direct behavioral advertising to a child. If you believe a child has provided data without valid parental or guardian involvement, contact us so we can take appropriate action.

14. Third-party links and communications

Links to WhatsApp, payment gateways, social networks or other services are provided for convenience. AquaVeins does not control their independent processing. Review their privacy terms before providing information.

15. Changes to this policy

We may update this Policy to reflect changes in our practices, technologies or legal obligations. The revised version will display a new last-updated date. Where required, we will provide additional notice or obtain fresh consent.

16. Contact and grievance redressal

Privacy and Grievance Contact: Barsheena P K (Customer Relations Executive)

AquaVeins LLP, LLP No. ADB-1141

Registered Office Address: Door No.6 NH7 TO, Koroth Road, Azhiyur, Chombala Police Station, Vadakara, Kozhikode,673309, Kerala, India.

Branch Address: First floor Jubilee complex, old bus stand road, Thalassery, Kannur,670101, Kerala, India.

Email: [email protected]

Phone: +91 6238041639

Website: www.aquaveins.com

We will acknowledge consumer grievances within 48 hours and aim to resolve them within one month, subject to the nature and complexity of the matter. Maldives customers may also use the complaint mechanisms available through the Maldives Consumer Ombudsman where applicable.