Privacy Policy

This Privacy Policy (“Policy”) is an electronic record under the Information Technology Act, 2000 and rules made thereunder. It describes how City Vogue Pvt Ltd. (“TowiGO”, “Company”, “We”, “Us”, and “Our”) collects, uses, discloses, and protects your information when you use our website, mobile applications, and related towing and roadside assistance services. The terms “You” and “Your” refer to the customer, driver, partner, or visitor using our platform.

This Policy is framed in accordance with the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, along with applicable rules thereunder.

• The type of information you may share with TowiGO, or that we collect from you;
• The purpose of collection and use of such information;
• Our practices relating to storage, transfer, disclosure, and protection of your information.

This Policy forms an integral part of our Terms & Conditions. By accessing or using our platform, you agree to this Policy. If you do not agree, please do not use our services.

Personal information may include, but is not limited to:

• Name, email address, mailing address, and phone number;
• Vehicle registration number, make, model, and breakdown or service details;
• Pickup and drop location data;
• Financial information such as payment method details processed through secure payment partners;
• One-time passwords (OTP) sent to your registered mobile number for security;
• Internet protocol (IP) address, device identifiers, call/SMS metadata, and other sensitive personal data or information as defined under applicable law;
• Emergency or trusted contact details you choose to provide for safety features;
• Photos or documents uploaded for KYC, insurance, accident, or vehicle condition verification.

Non-personal information may include browser type, operating system, app usage patterns, approximate or real-time location (where permission is granted), referral source, session duration, and page navigation paths. We may request permission for location, camera, notifications, and file access where required to deliver towing services.

TowiGO operates a technology platform that connects customers with independent towing partners, crane operators, and fleet providers (“Partners”). Unless expressly stated, we do not directly perform on-ground towing or recovery. To fulfil a booking, we share limited personal information — such as your name, contact number, pickup/drop location, and vehicle details — with the Partner assigned to your request.

We may also act as an intermediary under applicable Indian law, including the Information Technology Act, 2000 and rules issued thereunder. Partners are independently responsible for their own compliance with motor transport, safety, and data-handling obligations applicable to the services they perform.

Cookies are small text files stored on your device when you visit our website or application. We may use session cookies and persistent cookies to recognise your device, improve performance, and understand how our services are used.

We may collect information such as IP address, geographical location, browser or device type, operating system, referral source, visit length, and navigation paths through cookies and similar technologies.

You can block cookies through your browser settings. Blocking all cookies may limit access to some features of our platform.

We may collect information:

• Directly from you when you register, book a tow, or contact support;
• Automatically when you use our website or mobile application;
• From third parties such as payment gateways, map providers, verification partners, or fleet operators, where permitted by law.

Information you provide voluntarily through email, feedback forms, phone calls, or support chats may be used to respond to your requests and improve our services.

We may use your information to:

• Process and fulfil towing, recovery, and roadside assistance bookings;
• Match you with nearby drivers and display live trip tracking;
• Process payments, invoices, refunds, and customer support requests;
• Verify identity, prevent fraud, and maintain platform security;
• Improve our products, routing, pricing, and service quality;
• Send service updates, booking notifications, and promotional communications where permitted;
• Comply with legal, regulatory, tax, and law-enforcement obligations.

We process personal data where permitted under applicable law, including:

• Consent — for optional marketing, certain permissions (e.g. location, notifications), and where required by the Digital Personal Data Protection Act, 2023 (“DPDPA”);
• Contractual necessity — to create your account, process bookings, dispatch Partners, and provide customer support;
• Legal obligation — tax, accounting, fraud prevention, and regulatory or law-enforcement requests;
• Legitimate interests — platform security, service improvement, dispute resolution, and safety monitoring, balanced against your rights.

TowiGO does not sell your personal information. We may share information with:

• Service providers such as payment processors, cloud hosting, analytics, SMS/email gateways, and map providers, solely to operate our services;
• Drivers and partners assigned to your booking, to the extent necessary to complete the service;
• Business transfers in connection with a merger, acquisition, reorganisation, or asset sale, subject to continued protection of your data;
• Government authorities when required by law, court order, or regulatory request.

We retain personal data for as long as needed to provide services, resolve disputes, enforce agreements, and meet legal requirements. Retention periods may vary based on account status, transaction history, and applicable law.

We use industry-standard safeguards, including encryption (SSL/TLS) for data in transit and access controls for systems storing personal information. Only authorised personnel and processors with a legitimate need may access your data.

Official communications from TowiGO will come from verified channels such as support@towigo.in and our registered support numbers. Please exercise caution with unsolicited messages claiming to represent TowiGO.

You agree that TowiGO (directly or through affiliates and service providers) may contact you in connection with bookings, safety incidents, account security, payments, and service updates via phone, SMS, WhatsApp, email, push notifications, or in-app messages.

Where permitted by law, we may use automated dialling systems, pre-recorded messages, or similar technologies for service-related communications. Electronic communications are deemed received within twenty-four (24) hours of transmission unless proven otherwise.

Calls between you, TowiGO support, or Partners may be monitored or recorded for quality assurance, training, fraud prevention, and dispute resolution. Please see our Terms & Conditions for additional communication terms.

You may update certain account information through the app or by contacting support. If you believe any information we hold is inaccurate, please notify us and we will take reasonable steps to correct it.

Information we collect is processed in India and governed by applicable Indian data protection laws. By using our platform, you consent to such processing and storage.

Subject to applicable law, you may have the following rights as a data principal:

• Right to access a summary of personal data processed and processing activities;
• Right to correction, completion, or updating of inaccurate data;
• Right to erasure of personal data where retention is no longer necessary;
• Right to withdraw consent for processing based on consent;
• Right to nominate another individual to exercise rights in the event of death or incapacity;
• Right to grievance redressal through our Grievance Officer.

To exercise these rights, contact support@towigo.in. We may verify your identity before fulfilling requests. Certain data may be retained where required by law or for legitimate business purposes such as billing, fraud prevention, or dispute resolution.

Our Services are intended for users aged eighteen (18) years or older. We do not knowingly collect personal data from children under 18. If you believe a child has provided us personal data, contact us immediately and we will take steps to delete it where appropriate.

See our Child Safety Policy for how we address child protection on the platform.

We may compile aggregated, de-identified, or anonymised statistics from platform usage — such as booking volumes, response times, and route patterns — to improve services, analyse performance, and meet legal requirements. Such data does not identify you personally and may be used or published in aggregate form.

You may withdraw consent for optional processing where applicable. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.

Messages about your account and bookings are needed to provide the service and are not marketing. Offers and updates are optional: you choose them at sign-up (the box is unticked) and can turn them off at any time with one switch under Profile in the website and the apps. Google Analytics runs only if you accept it in the cookie banner, and you can change that choice at any time from Cookie settings in the footer. You can also use the unsubscribe link in emails or contact us at support@towigo.in. You may also request account deletion subject to legal retention requirements.

We may update this Policy from time to time. Changes take effect when published on this page. Material changes may be communicated through the app, email, or prominent notice on our website. Continued use of our services after updates constitutes acceptance of the revised Policy.

Our platform is intended for users in India and is governed by the laws of India. By providing personal information through our services, you confirm that you meet applicable legal requirements to use the platform.

TowiGO is committed to ethical labour practices, road safety, environmental responsibility, and fair treatment of drivers, partners, and customers. We expect our partner network to comply with applicable laws, safety standards, and non-discrimination principles.

• Zero tolerance for child labour, forced labour, and corruption;
• Respect for privacy, health, and safety across our operations;
• Responsible data handling and secure digital infrastructure;
• Efforts to optimise routing and reduce unnecessary fuel consumption.

For questions about this Policy, data principal requests, or privacy complaints, contact our Grievance Officer. We acknowledge a grievance within forty-eight (48) hours and aim to resolve it within thirty (30) days. The Digital Personal Data Protection Rules allow no more than ninety (90) days, and we will not exceed the period the law sets.

Service-related complaints about a specific booking or Partner should be reported within twenty-four (24) hours of the incident where possible. Criminal or safety matters may be reported within seventy-two (72) hours.

Need help with a booking? Visit our FAQ or book a tow.