Privacy Policy

Introduction

This Privacy Policy describes how Orange Tree, operating the website www.orangetree.in and having its registered office at BASANT, Khasra No.129,131, Barmer Road, Bhandu-Village, Jodhpur 342001, Rajasthan, India, collects, uses, stores, discloses, and otherwise processes personal data of individuals who access or use the website, place orders, create accounts, submit enquiries, or communicate with us through our services and communication channels. This Privacy Policy is published in compliance with the Digital Personal Data Protection Act, 2023, and applicable rules made thereunder.

Applicability and Scope

This Privacy Policy applies to all visitors, registered users, customers, and other individuals who interact with orangetree.in or engage with Orange Tree through digital means, including email, WhatsApp, phone, and online forms. This policy governs only digital personal data, including data collected directly online or data that is subsequently digitised. By accessing or using the website or services, you acknowledge that you have read, understood, and agreed to the practices described in this Privacy Policy.

Our Role under Applicable Law

Orange Tree acts as a Data Fiduciary under the Digital Personal Data Protection Act, 2023, as it determines the purpose and means of processing personal data. Personal data refers to any data about an individual who is identifiable by or in relation to such data. The individual whose personal data is processed is referred to as the Data Principal.

Personal Data We Collect

We collect personal data that you voluntarily provide to us when you create an account, place an order, submit a lead or enquiry form, subscribe to communications, or contact our customer support. Such data may include your name, email address, mobile number, shipping and billing address, account credentials, order details, invoices, returns and refund information, and communication records.

When you interact with our customer support channels, including email, WhatsApp, or phone, we may collect and store chat transcripts, support tickets, and call recordings, including recordings handled through our telephony service provider, for purposes such as service quality monitoring, training, dispute resolution, and grievance handling.

We also automatically collect certain technical and usage information when you browse or interact with our website. This may include IP address, browser type, device information, pages viewed, time spent on the website, referring URLs, and interaction patterns. Such information is collected through cookies and similar tracking technologies to understand usage behaviour, improve website performance, enhance user experience, and measure the effectiveness of marketing and advertising campaigns.

Purpose of Collection and Processing

Personal data is collected and processed for specific, lawful, and clearly defined purposes. These include processing and fulfilling customer orders, managing deliveries, installations, returns, exchanges, and refunds, generating invoices, and sending transactional communications such as order confirmations, shipping updates, and service notifications.

Personal data is also used for creating and maintaining customer accounts, saving addresses and preferences, enabling access to order history and invoices, and providing a seamless and personalised shopping experience.

We process personal data to provide customer support and grievance redressal, including responding to enquiries, resolving complaints, managing escalations, maintaining communication records, and improving service quality. Call recordings and support interactions may be retained for a reasonable period and may be deleted earlier upon valid request, unless retention is required for legal or compliance purposes.

Where you have provided explicit consent, we process personal data for marketing and promotional communications, including sending emails and WhatsApp messages related to new collections, offers, campaigns, events, and brand updates. Marketing communications are sent only to users who have actively opted in, and such consent is not mandatory for placing an order or using our services. Transactional communications necessary for order fulfilment or service delivery may be sent without separate marketing consent.

Personal data is further processed for analytics, research, and improvement purposes, including analysing how users interact with the website, measuring traffic and conversion behaviour, personalising content, improving website functionality, and enhancing products and services. We may also process personal data for advertising and campaign measurement, including tracking conversions, evaluating the effectiveness of advertisements on platforms such as Meta and Google Ads, and limiting advertisement frequency.

Personal data may additionally be processed for legal, regulatory, and security purposes, including fraud detection and prevention, compliance with applicable laws, responding to lawful requests from authorities, enforcing our terms and conditions, and defending or pursuing legal claims.

Consent and Choice

Consent for processing personal data is obtained through various interfaces on the website, including pop-ups, checkout pages, footer subscription sections, and lead or enquiry forms. Consent is obtained in a free, specific, informed, unconditional, and unambiguous manner. You may withdraw your consent for optional processing, including marketing communications, at any time by using unsubscribe links in emails, sending opt-out instructions on WhatsApp, or contacting us at care@orangetree.in. Withdrawal of consent does not affect the lawfulness of processing carried out prior to such withdrawal.

Cookies and Tracking Technologies

We use cookies and similar technologies to distinguish you from other users of our website and to enhance your browsing experience. Cookies help enable essential website functionality, analyse website performance, understand user preferences, and measure the effectiveness of advertising campaigns. Some cookies are strictly necessary for the operation of the website, while others are used for analytics and advertising purposes.

Google Analytics

We use Google Analytics 4, a web analytics service provided by Google, to collect and analyse information about how users interact with our website. Google Analytics uses cookies and similar technologies to generate information about website usage, which may be transmitted to and stored by Google. Information on how Google uses personal data is available at https://policies.google.com/privacy. You may opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on available at https://tools.google.com/dlpage/gaoptout.

Sharing of Personal Data

We may share personal data with third-party service providers who act as data processors on our behalf, strictly for the purposes described in this Privacy Policy. These service providers enable us to operate our website, process payments, communicate with customers, analyse website usage, run marketing campaigns, and provide customer support.

Our e-commerce website is hosted and operated using Shopify, which provides the core platform for account management, order processing, and website functionality. Payments made on orangetree.in are processed through PayU, which handles payment transactions securely and in accordance with applicable standards.

For customer communication, transactional and promotional messages on WhatsApp are sent using Interakt, and email communications are managed through Mailchimp. Customer support calls may be recorded and stored using Exotel for purposes such as service quality monitoring, training, dispute resolution, and grievance handling. Website usage, performance analysis, and conversion tracking are carried out using Google Analytics 4, while advertising, remarketing, and campaign measurement may involve platforms such as Meta and Google Ads.

In addition, we may use third-party applications, plugins, extensions, or tools that are integrated with our Shopify platform to enable specific features such as pop-ups, lead and enquiry forms, customer engagement tools, reviews, analytics support, or marketing automation. These tools may collect or process personal data on our behalf solely to provide the intended functionality and only for the purposes described in this Privacy Policy.

All such third-party service providers, tools, and applications are contractually required to process personal data only in accordance with our instructions, maintain confidentiality, and implement reasonable security safeguards. We do not sell personal data to any third party.

Grievance Redressal

In accordance with the Digital Personal Data Protection Act, 2023, Orange Tree has designated a Grievance Redressal Officer to address complaints, concerns, and requests relating to the processing of personal data.

The details of the Grievance Redressal Officer are as follows.
Name: Mudit Salecha
Designation: Chief Operating Officer (COO)
Email: mudit@orangetree.in

We will acknowledge and endeavour to resolve grievances within the timelines prescribed under applicable law. If you are not satisfied with the resolution provided by us, you may approach the Data Protection Board of India in accordance with applicable law.

Security Measures

We implement reasonable technical and organisational security measures to protect personal data against unauthorised access, disclosure, alteration, or destruction. These measures include secure servers, encrypted connections, access controls, internal policies, and contractual safeguards with service providers. While we strive to protect personal data, no system can be guaranteed to be completely secure, and users are encouraged to safeguard their account credentials.

Your Rights as a Data Principal

As a Data Principal, you have the right to request access to your personal data, seek correction or updating of inaccurate or incomplete data, request erasure of personal data where legally permissible, withdraw consent for optional processing, nominate another individual to exercise your rights on your behalf, and lodge a grievance. Requests relating to personal data may be made by contacting care@orangetree.in.

Children’s Data

Our website and services are not directed towards children, and we do not knowingly collect personal data of children. If personal data of a child is identified, we will take steps to delete such data promptly.

Cross-Border Data Transfers

Some service providers may process personal data outside India. Such cross-border data transfers are carried out in accordance with applicable Indian laws and government notifications.

Language Availability

This Privacy Policy is primarily provided in English. We may make notices and communications available in Hindi and other Indian languages as required.

Updates to this Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or technological developments. Any changes will be published on this page with an updated revision date, and continued use of the website after such changes constitutes acceptance of the revised policy.