This Privacy Policy (“Policy”) describes the policies and procedures on the collection, use,
disclosure and protection of your information when you use our website or app links located at, or the Urban Roots’ mobile application (collectively, “Platform”) made available
by Urban Roots (“Urban Roots”, “Company, “we”, “us” and “our”), a Proprietorship Firm
established under the laws of India having its registered office at 92, 2 Floor, RV Road,
Govindappa Road, Basavanagudi, Bangalore 560004.
The terms “you” and “your” refer to the user of the Platform. The term “Services” refers to any
services offered by Urban Roots whether on the Platform or otherwise.
Please read this Policy before using the Platform or submitting any personal information to
Urban Roots. This Policy is a part of and incorporated within, and is to be read along with, the
Terms of Use.
By using the Platform and the Services, you agree and consent to the collection, transfer, use,
storage, disclosure and sharing of your information as described and collected by us in
accordance with this Policy. If you do not agree with the Policy, please do not use or access the
We may occasionally update this Policy and such changes will be posted on this page. If we
make any significant changes to this Policy, we will endeavour to provide you with reasonable
notice of such changes, such as via prominent notice on the Platform or to your email address
on record and where required by applicable law, we will obtain your consent. To the extent
permitted under the applicable law, your continued use of our Services after we publish or send
a notice about our changes to this Policy shall constitute your consent to the updated Policy.
The Platform may contain links to other websites. Any personal information about you collected
whilst visiting such websites is not governed by this Policy. Urban Roots shall not be
responsible for and has no control over the practices and content of any website accessed
using the links contained on the Platform. This Policy shall not apply to any information you may
disclose to any of our service providers/service personnel which we do not require you to
disclose to us or any of our service providers under this Policy.
We will collect and process the following information about you:
Information you give us
This includes information submitted when you:
(a) Create or update your Urban Roots account, which may from time to time include your
name, email, phone number, login name and password, address, payment or banking
information, date of birth and profile picture. If you sign in to the Platform through third-party
sign-in services such as Facebook, Google Plus or Gmail or any other social networking or
similar site (collectively, “SNS”), an option of which may be provided to you by Urban Roots at
its sole discretion and at such time if it is feasible for Urban Roots , you will be allowing us to
pass through and receive from the SNS your log-in information and other user data; or
(b) Provide content to us, which may include reviews, ordering details and history, favorite
vendors requests, contact information of people you refer to us and other information you
provide on the Platform (“Your Content”).
(c) Use our Services, we may collect and store information about you to process your requests
and automatically complete forms for future transactions, including (but not limited to) your
phone number, address, email, billing information and credit or payment card information.
(d) Correspond with Urban Roots for customer support;
(e) Participate in the interactive services offered by the Platform such as discussion boards,
competitions, promotions or surveys, other social media functions or make payments etc., or
(f) Enable features that require Urban Roots 's access to your address book or calendar;
(g) Report problems for troubleshooting.
(h) If you sign up to use our Services as a delivery partner, we may at our sole discretion and at
such time if it is feasible for Urban Roots, collect location details, copies of government
identification documents and other details (KYC), call and SMS details.
Information we collect about you
With regard to each of your visits to the Platform, we will automatically collect and analyse the
following demographic and other information:
(a) When you communicate with us (via email, phone, through the Platform or otherwise), we
may maintain a record of your communication;
(b) Location information: Depending on the Services that you use, and your app settings or
device permissions, we may collect your real time information, or approximate location
information as determined through data such as GPS, IP address; physically visiting the
addresses, click photographs of the same, and doing all other things which we feel are
necessary for endeavouring better delivery and service experience for you.
(c) Usage and Preference Information: We collect information as to how you interact with our
Services, preferences expressed and settings chosen. Platform includes the Urban Roots
advertising services (“Ad Services”), which may collect user activity and browsing history within
the Platform and across third-party sites and online services, including those sites and services
that include our ad pixels (“Pixels”), widgets, plug-ins, buttons, or related services or through the
use of cookies. Our Ad Services collect browsing information including without limitation your
Internet protocol (IP) address and location, your login information, browser type and version,
date and time stamp, user agent, Urban Roots cookie ID (if applicable), time zone setting,
browser plug-in types and versions, operating system and platform, and other information about
user activities on the Platform, as well as on third party sites and services that have embedded
our Pixels, widgets, plug-ins, buttons, or related services;plug-ins, buttons, or related services;
(d) Transaction Information: We collect transaction details related to your use of our Services,
and information about your activity on the Services, including the full Uniform Resource
Locators (URL), the type of Services you requested or provided, comments, domain names,
search results selected, number of clicks, information and pages viewed and searched for, the
order of those pages, length of your visit to our Services, the date and time you used the
Services, amount charged, details regarding application of promotional code, methods used to
browse away from the page and any phone number used to call our customer service number
and other related transaction details;
(e) Device Information: We may collect information about the devices you use to access our
Services, including the hardware models, operating systems and versions, software, file names
and versions, preferred languages, unique device identifiers, advertising identifiers, serial
numbers, device motion information and mobile network information. Analytics
companies/Vendors may use mobile device IDs to track your usage of the Platform;
(f) Stored information and files: Urban Roots mobile application (Urban Roots app) may also
access metadata and other information associated with other files stored on your mobile device.
This may include, for example, photographs, audio and video clips, personal contacts and
address book information. If you permit the Urban Roots app to access the address book on
your device, we may collect names and contact information from your address book to facilitate
social interactions through our services and for other purposes described in this Policy or at the
time of consent or collection. If you permit the Urban Roots app to access the calendar on your
device, we collect calendar information such as event title and description, your response (Yes,
No, Maybe), date and time, location and number of attendees.
(g) If you are a customer or a delivery partner, we will, additionally, record your calls with us
made from the device used to provide Services, related call details, SMS details location and
address details.
Information we receive from other sources
(a) We may receive information about you from third parties, such as other users, partners
(including ad partners, analytics providers, search information providers), or our affiliated
entities or if you use any of the other websites/apps we operate or the other Services we
provide. Users of our Ad Services and other third-parties may share information with us such as
the cookie ID, device ID, or demographic or interest data, and information about content viewed
or actions taken on a third-party website, online services or apps. For example, users of our Ad
Services may also be able to share customer list information (e.g., email or phone number) with
us to create customized audience segments for their ad campaigns.
(b) When you sign in to Platform with your SNS account (provided such facility is facilitated by
us), or otherwise connect to your SNS account with the Services, you consent to our collection,
storage, and use, in accordance with this Policy, of the information that you make available to
us through the social media interface. This could include, without limitation, any information that
you have made public through your social media account, information that the social media
service shares with us, or information that is disclosed during the sign-in process. Please see
your social media provider’s privacy policy and help center for more information about how they
share information when you choose to connect your account.
(c) If you are a customer or a delivery partner, we may, additionally, receive feedback and rating
from other users.
Our Platform and third parties with whom we partner, may use cookies, pixel tags, web
beacons, mobile device IDs, “flash cookies” and similar files or technologies to collect and store
information with respect to your use of the Services and third-party websites.
Cookies are small files that are stored on your browser or device by websites, apps, online
media and advertisements. We use cookies and similar technologies for purposes such as:
(a) Authenticating users;
(b) Remembering user preferences and settings;
(c) Determining the popularity of content;
(d) Delivering and measuring the effectiveness of advertising campaigns;
(e) Analysing site traffic and trends, and generally understanding the online behaviours and
interests of people who interact with our services.
A pixel tag (also called a web beacon or clear GIF) is a tiny graphic with a unique identifier,
embedded invisibly on a webpage (or an online ad or email), and is used to count or track things
like activity on a webpage or ad impressions or clicks, as well as to access cookies stored on
users’ computers. We use pixel tags to measure the popularity of our various pages, features
and services. We also may include web beacons in e-mail messages or newsletters to
determine whether the message has been opened and for other analytics.
To modify your cookie settings, please visit your browser’s settings. By using our Services with
your browser settings to accept cookies, you are consenting to our use of cookies in the manner
described in this section.
We may also allow third parties to provide audience measurement and analytics services for us,
to serve advertisements on our behalf across the Internet, and to track and report on the
performance of those advertisements. These entities may use cookies, web beacons, SDKs and
other technologies to identify your device when you visit the Platform and use our Services, as
well as when you visit other online sites and services.
Please see our Cookie Policy for more information regarding the use of cookies and other
technologies described in this section, including regarding your choices relating to such
We use the information we collect for following purposes, including:
(a) To provide, personalise, maintain and improve our products and services, such as to enable
deliveries and other services, enable features to personalise your Urban Roots account;
(b) To carry out our obligations arising from any contracts entered into between you and us and
to provide you with the relevant information and services;
(c) To administer and enhance the security of our Platform and for internal operations, including
troubleshooting, data analysis, testing, research, statistical and survey purposes;
(d) To provide you with information about services we consider similar to those that you are
already using, or have enquired about, or may interest you. If you are a registered user, we will
contact you by electronic means (e-mail or SMS or telephone) with information about these
(e) To understand our users (what they do on our Services, what features they like, how they
use them, etc.), improve the content and features of our Services (such as by personalizing
content to your interests), process and complete your transactions, make special offers, provide
customer support, process and respond to your queries;
(f) To generate and review reports and data about, and to conduct research on, our user base
and Service usage patterns;
(g) To allow you to participate in interactive features of our Services, if any; or
(h) To measure or understand the effectiveness of advertising we serve to you and others, and
to deliver relevant advertising to you.
(i) If you are a delivery partner, to track the progress of delivery or status of the order placed by
our customers.
(j) To carry out academic research with academic partners.
We may combine the information that we receive from third parties with the infoWe may
combine the information that we receive from third parties with the information you give to us
and information we collect about you for the purposes set out above. Further, we may
anonymize and/or de-identify information collected from you through the Services or via other
means, including via the use of third-party web analytic tools. As a result, our use and
disclosure of aggregated and/or de-identified information is not restricted by this Policy, and it
may be used and disclosed to others without limitation.
We analyse the log files of our Platform that may contain Internet Protocol (IP) addresses,
browser type and language, Internet service provider (ISP), referring, app crashes, page viewed
and exit websites and applications, operating system, date/time stamp, and clickstream data.
This helps us to administer the website, to learn about user behavior on the site, to improve our
product and services, and to gather demographic information about our user base as a whole.
We may share your information that we collect for following purposes:
With Service Providers: We may share your information with our vendors, consultants,
marketing partners, research firms and other service providers or business partners, such as
Payment processing companies, to support our business. For example, your information may be
shared with outside vendors to send you emails and messages or push notifications to your
devices in relation to our Services, to help us analyze and improve the use of our Services, to
process and collect payments. We also may use vendors for other projects, such as conducting
surveys or organizing sweepstakes for us.
With Academic Partners: We may share your information with our academic partners for the
purpose of carrying out academic research.
With Other Users: If you are a delivery partner, we may share your name, phone number
and/or profile picture (if applicable), tracking details with other users to provide them the
For Crime Prevention or Investigation: We may share this information with governmental
agencies or other companies assisting us, when we are:
(a) Obligated under the applicable laws or in good faith to respond to court orders and
processes; or
(b) Detecting and preventing against actual or potential occurrence of identity theft, fraud, abuse
of Services and other illegal acts;
(c) Responding to claims that an advertisement, posting or other content violates the intellectual
property rights of a third party;
(d) Under a duty to disclose or share your personal data in order to enforce our Terms of Use
and other agreements, policies or to protect the rights, property, or safety of the Company, our
customers, or others, or in the event of a claim or dispute relating to your use of our Services.
This includes exchanging information with other companies and organisations for the purposes
of fraud detection and credit risk reduction.
For Internal Use: We may share your information with any present or future member of our
“Group” (as defined below)or affiliates for our internal business purposes The term “Group”
means, with respect to any person, any entity that is controlled by such person, or any entity
that controls such person, or any entity that is under common control with such person, whether
directly or indirectly, or, in the case of a natural person, any Relative (as such term is defined in
the Companies Act, 1956 and Companies Act, 2013 to the extent applicable) of such person.
With Advertisers and advertising networks:
We may work with third parties such as network advertisers to serve advertisements on the
Platform and on third-party websites or other media (e.g., social networking platforms). These
third parties may use cookies, JavaScript, web beacons (including clear GIFs), Flash LSOs and
other tracking technologies to measure the effectiveness of their ads and to personalize
advertising content to you.
While you cannot opt out of advertising on the Platform, you may opt out of much interest-based
advertising on third party sites and through third party ad networks (including DoubleClick Ad
Exchange, Facebook Audience Network and Google AdSense). For more information, visit Opting out means that you will no longer receive personalized ads
by third parties ad networks from which you have opted out, which is based on your browsing
information across multiple sites and online services. If you delete cookies or change devices,
your opt out may no longer be effective.
(a) To fulfill the purpose for which you provide it.
(b) We may share your information other than as described in this Policy if we notify you and
you consent to the sharing.
We have in place reasonable technical and security measures to secure the information
collected by us.
We use vault and tokenization services from third party service providers to protect the sensitive
personal information provided by you. The third-party payment gateway service providers are
compliant with the payment card industry standard (generally referred to as PCI compliant
service providers). You are advised not to send your full credit/debit card details through
unencrypted electronic platforms. Where we have given you (or where you have chosen) a
username and password which enables you to access certain parts of the Platform, you are
responsible for keeping these details confidential. We ask you not to share your password with
Please be aware that the transmission of information via the internet is not completely secure.
Although we will do our best to protect your personal data, we cannot guarantee the security of
your data transmitted through the Platform. Once we have received your information, we will
use strict physical, electronic, and procedural safeguards to try to prevent unauthorised access.
When you sign up for an account, you are opting in to receive emails from Urban Roots. You
can follow the “unsubscribe” instructions in commercial email messages, but note that you
cannot opt out of receiving certain administrative notices, service notices, or legal notices from
Urban Roots.
If you wish to withdraw your consent for the use and disclosure of your personal information in
the manner provided in this Policy, please write to us at Please note that
we may take time to process such requests, and your request shall take effect no later than 5
(Five) business days from the receipt of such request, after which we will not use your personal
data for any processing unless required by us to comply with our legal obligations/requirements.
We may not be able offer you any or all Services upon such withdrawal of your consent.
If you have any queries relating to the processing or usage of information provided by you in
connection with this Policy, please email us at or write to our Grievance
Officer at the following address:
Urban Roots Grievance Officer
92, 2 Floor, RV Road, Govindappa Road, Basavanagudi, Bangalore 560004.
If you come across any abuse or violation of the Policy, please report to
Further, please note that the Platform stores your data with the cloud platform of Amazon Web
Services provided by Amazon Web Services, Inc.,or godaddy which may store this data on their
servers located outside of India. Amazon Web Services has security measures in place to
protect the loss, misuse and alteration of the information, details of which are available at The privacy policy adopted by Amazon Web Services are detailed
in In the event you have questions or concerns about the
security measures adopted by Amazon Web Services, you can contact their data protection /
privacy team / legal team or designated the grievance officer at these organisations, whose
contact details are available in its privacy policy, or can also write to our Grievance Officer at the
address provided above.
Last updated on 1st Feb, 2020
This Urban Roots Credits policy(“Urban Roots Credits policy”) is apart of and incorporated
within and is to be read along with the Term of Use.
What are Urban Roots Credits?
Urban Roots Credits are a type of rewards given by Urban Roots. 1 Urban Roots Credit is
equivalent to 1 INR but they are not money which can be encashed. This reward is not
redeemable on the purchase of milk on the platform. Just like cashback, you can use it to
purchase any eligible grocery items (except milk) from Urban Roots during checkout. The
Products on which these Credits can be used and the items on which they cannot be used can
differ every time these Credits are offered. You are requested to check the terms and conditions
of each offer infofully. For eg. In Pune, URBAN ROOTS Credits may be rewarded for purchase
of Fruits and Vegetables only, etc.
How can I use my available Urban Roots Credits?
If you have Urban Roots Credits balance, you can use it to purchase any eligible item on Urban
Roots other than milk during checkout. The eligible products might vary from city to city.
Is there a minimum order value in order to use the Urban Roots Credits?
There is no minimum order value and you may utilize your Urban Roots Credits on purchase of
any number of eligible items other than milk.
How do I know the balance of my Urban Roots Credits?
Your available Sup Credits balance will be visible at the checkout page.
Why is the Urban Roots Credits balance shown at checkout lesser than the Sup Credits
balance I should ideally have?
Urban Roots Credits can’t be applied to purchase all products on Urban Roots. The balance you
see at checkout will be the amount that you can apply while purchasing eligible items other than
milk in your cart. Moreover, in some cities there might be a max use cap per day.
Where can I see the details of my Urban Roots Credits transactions?
You can view your Urban Roots Credits in the Urban Roots wallet. Click on “All transactions”
within the wallet to see previous transactions. Here you can check transactions specific to only
wallet recharges, wallet payments or Urban Roots Credits.
Can I use my Urban Roots Credits on any other app or website, apart from Urban Roots?
No. Urban Roots Credits can only be used on Urban Roots.
Can I decide to not use my Urban Roots Credits balance?
Yes, of course. You can choose to not use the Urban Roots Credits balance during checkout.
However, do keep in mind that Urban Roots Credits expire within specific period from the date
of credit and the same cannot be encashed in any manner. For different products or different
areas, different expiry periods can be applicable. You are requested to check the terms and
conditions of each offer infofully, For eg. 7 days, 30 days, etc.
Can I decide how much Urban Roots Credits balance to use for a particular order?
No. You can choose to either use or not use the Urban Roots Credits. If applied during
checkout, the balance deducted will be either your total Urban Roots Credits balance or the
eligible cart value with max cap considered, whichever is lower.
Is there an expiry date for my Urban Roots Credits?
Yes. Urban Roots Credits expire within specific period from the date of credit. So, go ahead and
use it for your purchases on eligible items except milk. For different products or different areas,
different expiry periods can be applicable. You are requested to check the terms and conditions
of each offer infofully.
Can I transfer my Urban Roots Credits balance to my wallet or withdraw them to my bank
No, you can neither transfer Urban Roots Credits to wallet balance, nor transfer the Urban
Roots Credits balance to your bank account. Urban Roots Credits can only be used to purchase
all eligible items (except milk) from Urban Roots during checkout.
Can I transfer my Urban Roots Credits balance to another person?
No. If you have Urban Roots Credits balance in your Urban Roots account, only you will be able
to use it within the expiry period.
How can I get Urban Roots Credits?
From time to time, Urban Roots may run different offers that give Urban Roots Credits as
reward. For example, you can get Urban Roots Credits for purchasing certain items, spending a
certain amount of money in a month or recharging the wallet for a certain amount. These offers
may be communicated to the eligible customers as per the Company’s discretion.
Can I buy Urban Roots Credits?
No. Urban Roots Credits can only be given by Urban Roots as reward milestones in a
customer’s journey with Urban Roots or in accordance with the terms of various offers being run
by Urban Roots.
My Urban Roots Credits balance has reduced. Why has this happened?
Urban Roots Credits balance may have reduced due to the following reasons:
1. You made a payment on Urban Roots using Urban Roots Credits.
2. You cancelled an order that gave Urban Roots Credits as an offer.
3. In this case, the offered Urban Roots Credits are pulled back.
4. You didn’t use the offered Urban Roots Credits within 1 year and the credits expired.
Can my Urban Roots Credits balance be pulled back in case I logout of my account?
No. Urban Roots Credits expires after 1 year from the date of credit. If you logout of your
account, you can always log back in and avail the Urban Roots Credits balance.
Can my Urban Roots Credits balance be pulled back in case my account gets
Yes. If a user is showing fraudulent or unethical behavior, their account might get suspended
and the Urban Roots Credits balance might be pulled back. Please see the company’s terms
and conditions (available on the company’s website) to understand what to do in such cases.
My Urban Roots Credits balance has increased. How did this happen?
Urban Roots Credits balance could have increased because of the following reasons:
1. You used a coupon code while purchasing any eligible item other than milk that offers Urban
Roots Credits.
2. You completed any activity that offers Urban Roots Credits as reward. Example - You
received your 50th delivery from Urban Roots or you recharged your wallet for a certain amount
3. An order was refunded where Urban Roots Credits were used to make the purchase.
What if I cancel an order where I used or earned Urban Roots Credits?
If you cancel a transaction or receive a refund for a transaction for any reason, the used Urban
Roots Credits is refunded back to your Urban Roots Credits balance. Also, the Urban Roots
Credits given as an offer on the transaction is deducted from the Urban Roots Credits balance.
Is there a limit on the amount of Urban Roots Credits I can receive ?
Yes. A user is entitled to Urban Roots Credits within the limits mentioned below:
Daily - Maximum of ₹250
Monthly - Maximum of ₹500
Annually - Maximum of ₹5000