Privacy Policy

Effective Date: 28 April 2026

1. Introduction and Company Information

This Privacy Policy explains how UrbanWheels Car Rentals collects, uses, discloses, stores, and protects personal data in connection with its car-rental services, website, mobile services, customer support, bookings, payments, vehicle delivery and pickup, and related business operations in India.

UrbanWheels Car Rentals is the data controller and operator responsible for the processing of personal data described in this Privacy Policy.

Business Name: UrbanWheels Car Rentals
Address: UrbanWheels Car Rentals, Shop No. 14, 1st Floor, Connaught Place, New Delhi, Delhi 110001, India
Email: [email protected]
Phone: +91 11 4127 6853

This Privacy Policy is intended to be consistent with applicable Indian privacy and data protection laws, including the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and the Digital Personal Data Protection Act, 2023, as applicable and in force from time to time.

2. Data Collection and Processing

UrbanWheels Car Rentals may collect and process the following categories of personal data, depending on your interaction with us:

• Identity and contact details: name, date of birth, gender, address, email address, phone number, and emergency contact details.
• Government and identity verification data: driver’s licence details, PAN, Aadhaar or other government-issued identification details, where required for verification, compliance, fraud prevention, or rental eligibility checks.
• Booking and rental information: reservation details, rental dates, vehicle preferences, pickup and drop-off locations, trip history, mileage, fuel usage, and rental agreements.
• Payment and billing information: transaction records, invoice details, payment method information, and limited financial details necessary to process payments through payment service providers.
• Vehicle and usage data: vehicle location during rental, telematics data, odometer readings, fuel levels, driving behaviour data where lawfully collected, incident reports, and damage records.
• Communication data: customer service interactions, emails, call recordings where permitted by law, chat messages, complaints, feedback, and survey responses.
• Technical and online data: IP address, device identifiers, browser type, operating system, cookies, log files, and website usage information.
• Security and compliance data: CCTV footage at our premises, access logs, fraud indicators, and records required for legal, regulatory, or insurance purposes.

We may collect personal data directly from you, from your authorised representatives, from our service providers, from payment processors, from identity verification partners, from insurance partners, from vehicle tracking systems, and from public or lawful sources where permitted.

Where required by law, we will seek your consent before collecting or processing personal data, especially sensitive personal data or information. You may choose not to provide certain information; however, this may affect our ability to provide rental services or complete your booking.

3. Purpose of Data Processing

UrbanWheels Car Rentals processes personal data for the following purposes:

• to create and manage customer accounts and bookings;
• to verify identity, driving eligibility, and fraud risk;
• to provide, deliver, maintain, and improve car-rental services;
• to process payments, deposits, refunds, invoices, and charges;
• to communicate booking confirmations, reminders, service updates, and support responses;
• to manage vehicle pickup, drop-off, roadside assistance, maintenance, and incident handling;
• to monitor vehicle usage, protect our fleet, and prevent misuse, theft, or damage;
• to comply with legal obligations, tax requirements, court orders, and law enforcement requests;
• to administer insurance claims, disputes, and liability matters;
• to analyse service performance, customer preferences, and operational efficiency;
• to send marketing communications, offers, and promotions where permitted and subject to your preferences;
• to protect the rights, property, and safety of UrbanWheels Car Rentals, our customers, employees, and the public.

4. Legal Basis for Processing

UrbanWheels Car Rentals processes personal data only where a lawful basis exists under applicable law. Depending on the context, the legal basis may include:

• Consent: where you have given clear consent for one or more specific purposes, including optional marketing communications and certain categories of data processing.
• Performance of a contract: where processing is necessary to provide rental services, manage bookings, process payments, or fulfil our obligations under the rental agreement.
• Legal obligation: where processing is required to comply with applicable laws, regulations, court orders, tax rules, or regulatory requirements.
• Legitimate uses / legitimate interests: where processing is necessary for fraud prevention, security, service improvement, business administration, and protection of legal rights, provided such processing does not override your rights and interests.
• Vital interests: where necessary to protect the life or physical safety of an individual in an emergency.

Where consent is the basis for processing, you may withdraw it at any time as described below.

5. Data Sharing and Third Parties

UrbanWheels Car Rentals may share personal data with the following categories of recipients, only as necessary and subject to appropriate safeguards:

• Payment processors and banks: to process payments, refunds, security deposits, and chargebacks.
• Identity verification and KYC service providers: to verify identity, driving licence, and eligibility.
• Insurance companies and claims handlers: to manage insurance coverage, accidents, damages, and claims.
• Vehicle tracking, telematics, and fleet management providers: to monitor vehicle location, usage, safety, and maintenance.
• IT, cloud, hosting, and software service providers: to operate our systems, store data, and support communications.
• Customer support and communication service providers: to help us respond to enquiries and deliver service notifications.
• Legal, accounting, and professional advisers: to obtain advice and support compliance, audits, and dispute resolution.
• Law enforcement, regulators, and government authorities: where disclosure is required by law or necessary to protect rights and safety.
• Business partners and franchise or affiliate operators: where needed to fulfil bookings or provide related services, subject to contractual protections.

We do not sell personal data in the ordinary sense. Any sharing is limited to the purposes described in this Privacy Policy and in accordance with applicable law.

6. Data Transfer to Third Countries

Your personal data may be stored or processed in India or in other countries where our service providers, cloud platforms, or partners operate. Where data is transferred outside India, UrbanWheels Car Rentals will take appropriate steps to ensure that such transfer is lawful and that the data receives a level of protection consistent with applicable Indian law, including contractual safeguards and security measures where required.

By using our services, you acknowledge that cross-border transfers may be necessary for service delivery, technical support, or operational continuity. We will only transfer personal data where permitted by law and where appropriate protections are in place.

7. Storage Duration

UrbanWheels Car Rentals retains personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide services, resolve disputes, maintain records, comply with legal obligations, and enforce agreements.

• Booking and transaction records: retained for the period required by law and for accounting, tax, and audit purposes.
• Identity verification records: retained for the duration necessary to complete verification and as required by law or risk management policies.
• Customer support communications: retained for service quality, training, and dispute resolution for a reasonable period.
• Marketing data: retained until you opt out or withdraw consent, subject to legal retention requirements.
• Security and CCTV records: retained for a limited period unless needed for investigation, legal claims, or regulatory compliance.

When personal data is no longer required, we will delete, anonymise, or securely destroy it in accordance with our retention practices and applicable law.

8. User Rights

Subject to applicable law, you may have the following rights regarding your personal data processed by UrbanWheels Car Rentals:

• Access: to request confirmation of whether we process your personal data and to obtain a copy of such data.
• Rectification: to request correction of inaccurate, incomplete, or outdated personal data.
• Erasure: to request deletion of personal data where it is no longer necessary, where consent is withdrawn, or where deletion is otherwise permitted by law.
• Restriction: to request limitation of processing in certain circumstances, such as while a correction request is being reviewed.
• Data portability: to request a copy of certain personal data in a structured, commonly used, and machine-readable format, where applicable.
• Objection: to object to processing based on legitimate interests or to object to direct marketing where applicable.

To exercise your rights, please contact us using the details provided in the Contact Information section. We may need to verify your identity before responding. We will respond within a reasonable time and in accordance with applicable legal requirements.

9. Withdrawal of Consent

Where processing is based on your consent, you may withdraw that consent at any time by contacting UrbanWheels Car Rentals at [email protected] or by using any available opt-out mechanism provided in our communications.

Withdrawal of consent will not affect the lawfulness of processing carried out before withdrawal. In some cases, withdrawing consent may prevent us from providing certain services or completing your booking.

10. Right to Complain

If you believe that your personal data has been processed in violation of applicable law or this Privacy Policy, you may first contact UrbanWheels Car Rentals so that we can address your concern.

You may also have the right to lodge a complaint with the appropriate regulatory authority or grievance redressal mechanism under applicable Indian law. We encourage you to contact us first so that we may resolve the issue promptly and fairly.

11. Data Security

UrbanWheels Car Rentals implements reasonable security practices and procedures designed to protect personal data against unauthorised access, disclosure, alteration, loss, misuse, or destruction. These measures may include:

• access controls and role-based permissions;
• encryption and secure transmission protocols where appropriate;
• secure storage and backup procedures;
• monitoring and logging of system access;
• physical security measures at our premises;
• vendor due diligence and contractual confidentiality obligations;
• staff training on privacy and data protection responsibilities.

While we strive to protect your information, no method of transmission or storage is completely secure. You are also responsible for maintaining the confidentiality of your account credentials and for notifying us promptly of any suspected unauthorised use.

12. Contact Information

If you have any questions, requests, or complaints regarding this Privacy Policy or our handling of personal data, please contact:

UrbanWheels Car Rentals
Shop No. 14, 1st Floor, Connaught Place, New Delhi, Delhi 110001, India
Email: [email protected]
Phone: +91 11 4127 6853

13. Changes to Privacy Policy

UrbanWheels Car Rentals may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, technology, or business operations. Any updated version will be posted on our website or otherwise made available to you, and the revised effective date will be indicated at the top of the policy.

We encourage you to review this Privacy Policy periodically. Your continued use of our services after any changes become effective will constitute your acknowledgment of the updated Privacy Policy, to the extent permitted by law.