When you use Towigo, you trust us with your personal data. We are committed to keeping that trust. This notice describes the personal data (“data”) we collect, how it is used and shared, and your choices regarding this data when you request or receive towing, recovery, or roadside assistance in India.
Please read this notice together with our Privacy Policy summary, Cookie Policy, and Data Protection Policy.
I. Overview
Scope
This notice applies when you use Towigo's website, apps, WhatsApp, phone, or other channels to request or receive towing and roadside products or services in India.
It specifically applies if you:
- Request or receive towing, flatbed, lift/hook, two-wheeler, heavy/crane recovery, or roadside help (battery jumpstart, fuel delivery, flat-tyre assistance, and similar) through a Towigoaccount (a “Customer”);
- Receive a tow or roadside service booked by someone else on your behalf — for example a family member, fleet manager, insurer, or corporate account (a “Guest Recipient”);
- Use guest checkout or OTP-based booking without creating a full profile, where we still need contact and location details to dispatch help.
This notice does not describe how we collect data from drivers, crane operators, or fleet partners who provide services on the platform. Partner onboarding is covered separately under partner terms and related policies.
India & applicable law
Our privacy practices are governed by Indian law, including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023 (DPDPA), and applicable rules and guidelines. Towigo operates primarily for users in India. If you travel or relocate outside India, processing described here may differ based on local requirements.
Under the DPDPA, you have rights relating to access, correction, erasure, grievance redressal, and withdrawal of consent (where processing is based on consent). Details are in the “Your choices & rights” section below.
II.A. The data we collect
Towigo collects data:
- That you provide;
- When you use our services;
- From other sources.
1. Data you provide
| Data category | Data types |
|---|---|
| Account information | Name, mobile number, email, login credentials or OTP identifiers, profile photo, address details, preferred language, accessibility or assistance preferences, and saved payment methods (including verification details from payment gateways such as Razorpay). |
| Demographic data | Age or date of birth where needed for eligibility, safety, or legal compliance; gender only if you choose to provide it or where required for a feature. |
| Identity verification | Government-issued ID details (for example Aadhaar last-4 / masked references where permitted, driving licence, PAN, or passport extracts) and selfies or facial verification signals used to prevent fraud or confirm account ownership when required. |
| Vehicle & incident details | Registration number, make/model/brand, vehicle type, condition notes, breakdown or accident description, photos/videos of the vehicle or scene, and special instructions for the tow operator. |
| User content | Ratings and feedback for drivers/operators, chat messages, support tickets, uploaded media for claims or customer care, and survey responses. |
2. Data collected when you use our services
| Data category | Data types |
|---|---|
| Location data | Approximate and (with permission) precise GPS location for pickup and drop points; live tracking of the assigned tow vehicle during an active job; location inferred from typed addresses or map pins. You can book without precise GPS by entering addresses manually, though matching and ETAs may be less accurate. |
| Trip / booking information | Service type, requested pickup and drop addresses, distance, ETA, fare estimate and final fare, token and full payment amounts, payment status and references, cancellation events, waiting time, and job status timeline. |
| Usage data | App/website pages viewed, feature use, search history, crash logs, access dates/times, and interaction with notifications or campaigns. |
| Device data | Device model, OS and version, browser type, IP address, mobile network info, advertising or device identifiers, preferred language, and similar technical signals. |
| Communications data | In-app chat with drivers/support, call metadata or recordings where disclosed and permitted, WhatsApp or SMS content needed to fulfil or support a booking, and customer-care transcripts. |
3. Data from other sources
| Source | Examples |
|---|---|
| Law enforcement, insurers, or government authorities | Name, contact details, and information relating to investigations, accidents, or regulatory requests. |
| Payment, maps, and fraud vendors | Payment confirmation status, risk scores, address geocoding, and identity/fraud database matches. |
| Fleet, corporate, or referral partners | Employee or beneficiary name and contact details when a company, garage, or insurer books on your behalf. |
| Other users in claims or disputes | Evidence relating to accidents, damage claims, or disputes (including photos, dashcam footage, or statements shared by drivers or partners). |
II.B. How we use data
We use data to deliver reliable towing and roadside assistance, keep users safe, prevent fraud, support payments, improve our platform, and meet legal obligations in India.
| Purpose | Examples |
|---|---|
| Provide services | Create and update accounts; match you with nearby drivers/recovery van; calculate ETAs and fares; process token and full payments; send booking updates and receipts; troubleshoot operational issues. |
| Safety, security & fraud | Verify accounts; detect suspicious bookings or payments; enforce community and partner standards; support emergency or incident response; prevent misuse of the platform. |
| Communications | Enable customer–driver chat/calls for pickup confirmation; send OTP, status SMS/WhatsApp, and non-marketing service alerts. |
| Customer support | Investigate complaints, lost items, damage claims, refunds, and service quality issues; improve support quality (including assisted tools where disclosed). |
| Marketing (with choices) | Send offers about Towigo services where permitted; measure campaign effectiveness. You may opt out of marketing messages as described below. |
| Research & product improvement | Analyse wait times, coverage gaps, pricing fairness, and safety outcomes; train models that improve matching and ETA accuracy using appropriate safeguards. |
| Legal & compliance | Respond to lawful requests; maintain tax/GST and accounting records; handle disputes, insurance claims, and regulatory audits. |
II.C. Core automated processes
Like comparable mobility platforms, Towigo uses automated processes for functions essential to service delivery and safety — especially matching, pricing, and fraud prevention.
1. Matching
When you request a tow, algorithms evaluate factors such as your pickup location, drop location (where relevant), vehicle/tow type, driver/crane proximity and availability, historical reliability, and traffic conditions to propose suitable operators. Accepted jobs are confirmed to you and the assigned driver.
2. Pricing
Fare estimates and final amounts may consider distance, service type, time of day, waiting time, tolls/surcharges, promotions, and demand. Token amounts and balance due are calculated from the accepted or final fare under our booking and payment rules.
3. Fraud prevention and detection
We monitor patterns that may indicate account takeover, payment abuse, fake locations, or other misuse. If risk is detected, we may require extra verification, delay payouts, or limit access while we investigate.
Questions about an automated decision that significantly affects you can be raised with our Grievance Officer (see Legal information).
II.F. Data retention and deletion
We retain personal data only as long as needed for the purposes described in this notice, including legal, tax, insurance, safety, and dispute-resolution needs. Typical practices:
| Data category | Typical retention |
|---|---|
| Account profile & contact details | For the life of your account, then deleted or anonymised within a reasonable period after closure unless law requires longer retention. |
| Booking / trip & payment records | Generally up to 7 years (or sooner if your account is deleted and no legal hold applies), aligned with tax, GST, and accounting needs. |
| Location linked to a completed job | Up to the life of account or about 7 years, whichever is sooner, subject to legal holds. |
| Identity verification media | Only as long as needed for verification, fraud prevention, or statutory requirements; often shorter than booking records. |
| Marketing preferences & campaign analytics | Until you opt out or for a limited analytics window (often about 12 months for campaign measurement). |
After an account deletion request, we generally delete or anonymise personal data within about 90 days, except where retention is necessary for safety, fraud prevention, outstanding dues, unresolved claims, or legal compliance. See also our Data Retention Policy.
III. Choice and transparency
You can exercise meaningful control over your data, including:
- Location: manage precise location permission in your device settings; you may still enter pickup/drop addresses manually.
- Marketing: opt out of promotional SMS/email/WhatsApp via unsubscribe links or by contacting support; service messages about active bookings will continue.
- Cookies: adjust browser settings and review our Cookie Policy.
- Account & profile: update personal and vehicle details in your profile where available.
- DPDPA rights: request access, correction, erasure, or grievance redressal; withdraw consent where processing is consent-based (withdrawal does not affect processing already completed lawfully).
To exercise these rights, email help@towigo.in or use Contact us. We may need to verify your identity before fulfilling a request.
IV. Legal information
A. Data fiduciary / controller
For personal data processed under this notice, the data fiduciary is Towigo Mobility Pvt. Ltd. (“Towigo”), operating towing and roadside assistance services in India.
B. Legal bases for using your data
Depending on the activity, we process data:
- To perform a contract with you (booking, dispatch, payment, receipts);
- To comply with Indian law (tax, law-enforcement cooperation, licensing);
- For legitimate uses consistent with DPDPA purposes such as safety, fraud prevention, and service improvement, where applicable;
- Based on your consent, where required (for example certain marketing or precise location).
C. Cross-border transfers
Where vendors process data outside India, we take steps consistent with applicable Indian law and contractual safeguards so that your data receives appropriate protection.
D. Updates to this notice
We may update this Privacy Notice from time to time. The “Last updated” date at the top will change when we do. Material changes may also be notified in-app, by SMS, email, or website banner. Continued use after an update constitutes acceptance where permitted by law.
E. Grievance officer
For privacy questions, complaints, or DPDPA-related requests, contact our Grievance Officer:
Grievance Officer
Towigo Mobility Pvt. Ltd.
Email: help@towigo.in
Phone: 1800-200-8080
We aim to acknowledge grievances promptly and resolve them within the timelines expected under applicable Indian law.
Related documents: Terms & Conditions · Privacy Policy · Refund Policy.