City Express, trading as Courier Saathi ("we", "our", "us"), operates the Courier Saathi website (couriersaathi.com) and the Courier Saathi mobile app (together, the "Service"), a multi-courier shipping platform for online sellers and businesses in India. This Privacy Policy explains what information we collect, how we use it, and the choices you have.
By creating an account or using the Service, you agree to the collection and use of information in accordance with this policy.
1. Information We Collect
1.1 Information you give us
- Account details: name, email address, phone number, password, business name.
- KYC verification documents: Aadhaar card, PAN card, a selfie photo, and address proof — required to verify your identity and activate courier partner accounts on your behalf, as mandated by our courier partners and payment processors.
- Bank account details (optional): account holder name, account number, IFSC code, and a cancelled cheque image, if you choose to provide them for COD (Cash on Delivery) remittance.
- Pickup and delivery addresses: names, phone numbers, and addresses of your business locations and your customers, entered when booking a shipment.
- Shipment and order details: product name, declared value, weight, dimensions, payment mode, and courier preference for each shipment you book.
- Payment information: processed through RBI-authorised payment gateway partners (such as PayU); we do not store your full card or UPI credentials on our own servers.
- Support communications: messages, attachments, or call details when you contact our support team.
1.2 Information collected automatically
- Device and usage data: IP address, device type, operating system, app version, and general usage patterns (e.g. pages/screens visited), collected to keep the Service secure and to improve it.
- Cookies (website only): used to keep you signed in and to understand site usage. You can disable cookies in your browser, though some features may not work correctly without them.
1.3 Permissions used by the mobile app
| Permission | Why we need it |
|---|---|
| Camera | To capture KYC documents (Aadhaar, PAN, selfie) and scan addresses/barcodes. |
| Storage / Photos | To upload existing photos as KYC documents and to save/share generated shipping labels and invoices. |
| Notifications | To alert you about shipment status updates, NDR alerts, and wallet transactions. |
| Biometric / fingerprint (optional) | Only if you enable app-lock using your device's fingerprint/face unlock — this is handled entirely by your device's operating system, not by us. |
2. How We Use Your Information
- To create and manage your account, and verify your identity (KYC) as required by our courier and payment partners.
- To calculate shipping rates, book shipments with courier partners, generate shipping labels/invoices, and provide live tracking.
- To process wallet recharges, COD remittances, and maintain your transaction history.
- To send you shipment status updates, service-related notifications, and respond to support requests.
- To detect and prevent fraud, abuse, or security incidents.
- To comply with legal, tax, and regulatory obligations (e.g. GST invoicing).
3. How We Share Your Information
We do not sell your personal information. We share it only where necessary to operate the Service:
- Courier partners (Delhivery, Ekart, XpressBees, DTDC, Shadowfax, and others) — your pickup/delivery address, phone number, and shipment details are shared with the courier you select, solely to fulfil that shipment.
- Payment gateway partners (such as PayU) — to process wallet recharges and payments securely.
- SMS/email service providers — to deliver OTPs, shipment updates, and account notifications.
- Legal authorities — if required by law, court order, or governmental request.
4. Data Retention
We retain your account and shipment data for as long as your account is active, and for a reasonable period afterward as required for accounting, tax, and legal compliance (typically up to 8 years for financial records, in line with Indian tax regulations). KYC documents are retained as required by our courier and payment partners' compliance obligations.
5. Data Security
We use industry-standard measures — including encrypted connections (HTTPS), restricted access to KYC documents, and secure password storage — to protect your information. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.
6. Your Rights
- Access & correction: you can view and update most account details directly from your profile.
- Deletion: you may request deletion of your account and personal data, subject to our legal obligation to retain certain records (e.g. completed shipment/financial records).
- Withdraw consent: you may stop using the Service at any time; this does not affect the lawfulness of processing already carried out.
To exercise any of these rights, contact us using the details below.
7. Children's Privacy
The Service is intended for business use by individuals 18 years or older. We do not knowingly collect information from anyone under 18.
8. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be reflected by updating the "Last updated" date above. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.
9. Contact Us
For any questions about this Privacy Policy or your data, reach out to:
City Express (operating as Courier Saathi)
100J Karl Marx Sarani, Kolkata, West Bengal 700023, India
Email: support@couriersaathi.com
Phone: +91-7029606221