Privacy Policy

Welcome to our privacy policy. We know that trust is the most precious asset we have—after all, you’ve chosen us to safeguard the health of your family through safe drinking water, and we take that responsibility very seriously. This privacy policy is designed to be clear, straightforward, and human—no confusing legal jargon, just honest information about how we collect, use, store, and protect your personal information. We want you to feel confident that when you share your details with us, they’re in safe hands.

This policy applies to all interactions you have with us, whether you’re browsing our products, purchasing a water purifier, reaching out for customer service, participating in our community initiatives like Jal Daan, or using any of our services. We’ve tailored this policy to reflect who we are as a brand—one that’s been part of Indian families for over four decades, committed to integrity, compassion, and accessibility. By using our services, you agree to the practices outlined in this policy. If you have any questions at any point, don’t hesitate to reach out to us—we’re here to help.

1. Who We Are

We are the team behind the brand you know and trust for safe drinking water. For over 40 years, we’ve been at the forefront of India’s water purification revolution, known as “Paani Ka Doctor” (the Doctor of Water) to millions of families. Our mission is simple: to make safe, healthy drinking water accessible to every Indian family, regardless of where they live or what they can afford. We offer a wide range of water purifiers—from budget-friendly models to premium, feature-rich options—and provide comprehensive after-sales service through a network of over 8,000 trained technicians across India. We also run community initiatives like the Jal Daan movement, which aims to provide safe water to underserved communities, and school programs to educate children about water safety.

When we talk about “we,” “us,” or “our” in this policy, we’re referring to the team responsible for your interactions with our brand—from our customer care executives and salesforce (our “Eurochamps”) to our service technicians, product developers, and the leadership team that guides our mission. We are committed to conducting our business with honesty, transparency, and integrity, and that commitment extends to how we handle your personal information.

2. What Personal Information We Collect

We collect personal information to provide you with the best possible service, from helping you find the right water purifier to ensuring your product is installed and maintained properly, and keeping you updated on initiatives that matter to you. We only collect what we need—nothing more—and we always ask for your permission before collecting any sensitive information. Below is a breakdown of the types of personal information we may collect, and when we collect it:

2.1 Information You Voluntarily Provide to Us

This is information you choose to share with us when you interact with our services. We collect this to fulfill your requests and provide you with the support you need.

2.1.1 When You Purchase a Product or Service

When you buy a water purifier (whether online, through our sales team, or from a retail partner), we need certain information to process your order, deliver the product, and provide after-sales service. This includes:

• Your full name (so we know who to deliver to and who to contact about your order)
• Contact details: phone number, email address, and residential address (to deliver the product, schedule installation, and reach out if there are any issues with your order)
• Payment information: credit/debit card details, UPI ID, or other payment method details (only to process your payment securely; we do not store full payment details—more on that later)
• Product preferences: the type of water purifier you’re purchasing (e.g., Aquaguard Select, Sure, or Neo), any additional features you’ve requested, and your water type (hard water, groundwater, etc.)—this helps us ensure we deliver the right product for your needs and provide relevant maintenance tips
• Installation details: your availability for installation, any specific requirements for installing the purifier (e.g., wall-mounted vs. table-top), and details about your kitchen or installation area (to ensure our technicians are prepared)

2.1.2 When You Contact Customer Service

Whether you’re calling our 24/7 customer care team, sending an email, or reaching out through our support channels, we’ll collect information to help resolve your query or issue. This includes:

• Your name and contact details (to identify you and follow up)
• Product details: the model of your water purifier, purchase date, and serial number (to access your product history and provide accurate support)
• Details of your query or issue: e.g., a problem with your purifier, a request for maintenance, a question about filter replacement, or feedback about our service (to address your needs effectively)
• Any additional information you choose to share: e.g., photos or videos of the issue (to help our technicians diagnose and resolve the problem faster)

2.1.3 When You Participate in Our Community Initiatives

If you take part in our Jal Daan movement (our water donation initiative), school programs, or other community activities, we may collect:

• Your name and contact details (to acknowledge your participation and update you on the impact of your contribution)
• Pledge details: if you take the Jal Daan pledge to share safe water with those in need, we may collect information about your pledge (e.g., how much water you plan to share) to track the initiative’s impact
• Participation details: if you attend a school program or community event, we may collect your name and contact details to send you follow-up information or invitations to future initiatives

2.1.4 When You Sign Up for Updates or Newsletters

If you choose to receive updates about our products, promotions, community initiatives, or water safety tips, we’ll collect your name and email address (or phone number, if you prefer SMS updates) to send you these communications. You can unsubscribe at any time (we’ll tell you how later in this policy).

2.1.5 When You Create an Account

If you create an account with us (to track your orders, manage your maintenance contracts, or access exclusive benefits), we’ll collect:

• Your name, email address, and a password (to create and secure your account)
• Account preferences: e.g., your preferred language, communication method, and product interests (to personalize your experience)
• Order and service history: we’ll link your past purchases, maintenance records, and support interactions to your account to make it easier for you to manage your relationship with us

2.2 Information We Collect Automatically

When you interact with our services (e.g., browsing our product catalog, using our customer portal), we may automatically collect certain information to improve our services and provide a better user experience. This information is not used to identify you personally unless you choose to provide additional details. Examples include:

• Device information: the type of device you’re using (e.g., smartphone, laptop, tablet), its operating system, and browser type (to ensure our services work properly on your device)
• Usage data: which pages you visit, how long you spend on each page, the products you view, and the actions you take (e.g., adding a product to your cart, watching a product demo) (to understand what our customers are interested in and improve our product offerings and website experience)
• Location data: your approximate location (based on your IP address) (to provide relevant information, e.g., local service centers, water quality tips for your area, or availability of products in your region)
• Cookies and similar technologies: small files stored on your device that help us remember your preferences (e.g., language settings) and track your interactions with our services (we’ll explain more about cookies later in this policy)

2.3 Information We Collect from Third Parties

We may receive personal information about you from trusted third parties, but only when you’ve given your permission to those parties to share it with us. Examples include:

• Retail partners: if you purchase our product from a retail store, the retailer may share your name, contact details, and purchase information with us to help us provide after-sales service (e.g., scheduling installation, sending warranty information)
• Payment processors: our payment partners may share information about your payment transaction (e.g., whether the payment was successful) to help us process your order, but they do not share your full payment details (e.g., credit card numbers)
• Service partners: if we work with a third-party technician to install or maintain your purifier, we may share your contact details and product information with them to fulfill the service, and they may share feedback with us about the service provided
• Social media platforms: if you interact with our brand on social media (e.g., liking our page, sending a message), the platform may share your name and contact details with us if you’ve given permission

2.4 Sensitive Personal Information

Sensitive personal information is information that, if misused, could cause harm to you. We only collect sensitive personal information when it’s absolutely necessary, and we take extra steps to protect it. Examples of sensitive personal information we may collect include:

• Payment information (e.g., credit/debit card details): we do not store full payment details—this information is processed securely by our payment partners, who comply with industry standards for data protection
• Health-related information: in rare cases, if you share information about a health condition that relates to your water needs (e.g., a family member with a sensitivity to certain minerals), we’ll collect this only with your explicit permission and use it solely to recommend the right product for you

We will never collect sensitive personal information without your explicit consent, and we will never use it for any purpose other than what we’ve told you.

3. How We Use Your Personal Information

We use your personal information to provide you with the best possible service, fulfill our mission of making safe water accessible to all, and improve our products and services. We never use your information for purposes we haven’t told you about, and we never sell your personal information to third parties. Below are the specific ways we use your information:

3.1 To Fulfill Your Orders and Provide Products/Services

This is the most basic and important use of your information. We use the details you provide to:

• Process your purchase: verify your payment, confirm your order, and send you order updates (e.g., “your order has been shipped,” “your installation is scheduled”)
• Deliver your product: coordinate with our delivery partners to get your water purifier to your home on time, and ensure the delivery team has the right address and contact details
• Provide installation and maintenance services: schedule a technician to install your purifier, send them your installation details, and track the service to ensure it’s completed to your satisfaction
• Honor warranties and maintenance contracts: keep track of your product’s warranty period, send you reminders for filter replacements or maintenance, and provide service when you need it

3.2 To Provide Customer Support

We use your information to respond to your queries, resolve issues, and provide the support you need. This includes:

• Answering your questions about our products (e.g., “which purifier is best for hard water?”)
• Troubleshooting problems with your purifier (e.g., “why is my purifier not working?”)
• Scheduling service visits: if your purifier needs repairs or maintenance, we use your contact details to schedule a technician and keep you updated on their arrival
• Following up on your feedback: if you share feedback about our product or service, we use your information to follow up and address any concerns you may have

3.3 To Personalize Your Experience

We want your interactions with us to feel tailored to your needs. We use your information to:

• Recommend products that are right for you: based on your location (water type), family size, and past purchases, we may suggest purifiers or accessories that meet your needs (e.g., “you have hard water—consider our RO purifier with mineral charge technology”)
• Customize our communications: send you updates and information that are relevant to you (e.g., if you have a premium purifier, we may send you tips on maintaining its advanced features; if you participated in Jal Daan, we may send you updates on the initiative’s impact)
• Improve our website and services: based on how you use our services (e.g., which pages you visit most), we make changes to make our website easier to use and our services more helpful

3.4 To Communicate with You

We may use your contact details to communicate with you about:

• Order updates: e.g., confirmation of your purchase, shipping details, installation schedule
• Service reminders: e.g., “your filter needs to be replaced,” “your annual maintenance is due”
• Product recalls or safety updates: if there’s a safety issue with your purifier, we’ll contact you immediately to let you know what to do
• News and updates: if you’ve signed up for our newsletter or updates, we’ll send you information about new products, promotions, community initiatives, and water safety tips
• Feedback requests: we may ask for your feedback on our products or services to help us improve

You can choose to stop receiving non-essential communications (e.g., newsletters, promotions) at any time—we’ll include an unsubscribe link in every email, or you can contact our customer care team to opt out.

3.5 To Run Our Community Initiatives

We use the information collected from participants in our Jal Daan movement, school programs, and other community initiatives to:

• Track the impact of the initiative: e.g., how many people have taken the Jal Daan pledge, how much safe water has been provided to underserved communities
• Acknowledge your contribution: send you a thank-you message, update you on how your pledge or donation is making a difference
• Coordinate events and activities: if you’re participating in a school program or community event, we use your contact details to send you event details and reminders

3.6 To Improve Our Products and Services

We are constantly innovating to provide better products and services to our customers. We use your information to:

• Analyze customer preferences: understand what our customers like and dislike about our products (e.g., which features are most popular, which models are selling well) to develop new products and improve existing ones
• Test new features: if we’re testing a new feature (e.g., a new filter type, a smart purifier function), we may use feedback from customers to refine it before launching it widely
• Improve our service: analyze common customer issues and feedback to make our customer service, installation, and maintenance processes more efficient and user-friendly

3.7 To Ensure Security and Prevent Fraud

We use your information to protect you and our business from fraud, misuse, and unauthorized access. This includes:

• Verifying your identity: when you create an account or make a purchase, we may verify your information to ensure it’s you (e.g., sending a one-time password to your phone number)
• Detecting and preventing fraud: monitor transactions for suspicious activity (e.g., unusual payment patterns) to protect you from fraudulent purchases
• Securing our systems: use information about how our services are used to identify and fix security vulnerabilities

3.8 To Comply with Legal Obligations

In some cases, we may be required by law to collect and use your personal information. For example:

• Complying with tax laws: keeping records of your purchases for tax purposes
• Responding to legal requests: if we receive a court order or legal request to provide your information, we will do so only if required by law
• Ensuring product safety: keeping records of product sales and service to comply with safety regulations

4. How We Share Your Personal Information

We understand that sharing your personal information is a big responsibility, and we only share it with trusted parties who help us provide our services to you. We never sell your personal information to third parties for marketing purposes, and we only share the minimum amount of information needed for the third party to fulfill their role. Below are the parties we may share your information with:

4.1 Our Service Providers

We work with trusted third-party service providers who help us run our business and provide services to you. These include:

• Delivery partners: we share your name, address, and contact details with our delivery partners to deliver your water purifier to your home
• Installation and maintenance technicians: we share your name, address, contact details, and product information with our technicians (including our network of over 8,000 local technicians) to schedule and complete installation, repairs, and maintenance
• Payment processors: we share your payment information (only the details needed to process the payment) with our payment partners to securely process your purchase
• IT service providers: we share information about your usage of our services with IT partners who help us maintain our website, customer portal, and other systems
• Marketing partners: if you’ve given permission to receive marketing communications, we may share your name and contact details with marketing partners who help us send newsletters, updates, and promotions (you can opt out at any time)

All our service providers are required to sign a contract that requires them to protect your personal information and use it only for the purposes we’ve agreed to. We regularly monitor our service providers to ensure they comply with these requirements.

4.2 Our Retail and Distribution Partners

If you purchase our product from a retail store or distributor, we may share your name, contact details, and purchase information with them to help them provide you with local support and service. For example, if you buy a purifier from a local retailer, the retailer may need your contact details to schedule installation or follow up on your purchase.

4.3 Our Parent Company and Affiliates

We may share your personal information with our parent company and affiliated businesses (if any) to ensure consistency in the services we provide and to support our mission of making safe water accessible to all. All affiliated businesses are required to follow the same privacy standards as we do.

4.4 Legal and Regulatory Authorities

We may share your personal information with legal or regulatory authorities if we are required to do so by law, or if we believe it’s necessary to protect our rights, your safety, or the safety of others. For example, we may share information in response to a court order, a police investigation, or a request from a government agency.

4.5 In the Event of a Business Transfer

If our business is sold, merged, or acquired by another company, we may transfer your personal information to the new owner. In such cases, the new owner will be required to follow this privacy policy (or a similar policy that protects your information to the same standard).

4.6 With Your Consent

We may share your personal information with other parties if you give us explicit consent to do so. For example, if you agree to participate in a survey or a third-party promotion, we may share your information with the organization running the survey or promotion.

5. How We Protect Your Personal Information

Protecting your personal information is a top priority for us. We understand that you’ve trusted us with sensitive details, and we take every possible step to ensure your information is safe and secure. We use a combination of technical, administrative, and physical security measures to protect your data from unauthorized access, use, or disclosure. Here’s how we do it:

5.1 Technical Security Measures

We use advanced technical measures to protect your information online and in our systems:

• Encryption: we encrypt your personal information when it’s transmitted between your device and our systems (using SSL/TLS encryption) and when it’s stored in our databases. This means that even if someone intercepts the data, they won’t be able to read it.
• Secure servers: we store your information on secure servers that are protected by firewalls and other security technologies to prevent unauthorized access.
• Access controls: only authorized employees and service providers have access to your personal information, and they are only given access to the information they need to do their job. For example, a delivery partner will only see your name and address, not your payment details.
• Regular security updates: we regularly update our systems and software to fix security vulnerabilities and protect against new threats.
• Secure payment processing: we use trusted payment processors who comply with industry standards (e.g., PCI DSS) to process your payment information. We do not store full payment details (e.g., credit card numbers) in our systems.

5.2 Administrative Security Measures

We have strict policies and procedures in place to ensure our employees and service providers handle your information responsibly:

• Employee training: all our employees receive training on data protection and privacy best practices, and they are required to sign a confidentiality agreement that prohibits them from sharing your information without permission.
• Regular audits: we conduct regular audits of our systems and processes to ensure we’re complying with our privacy policy and security standards.
• Incident response plan: we have a plan in place to respond to data breaches or security incidents. If a breach occurs, we will notify you and the relevant authorities (if required by law) and take steps to mitigate the impact.

5.3 Physical Security Measures

We also take physical security measures to protect any physical records of your information (e.g., paper documents with your address or contact details):

• Secure storage: physical records are stored in locked cabinets or secure facilities that are only accessible to authorized personnel.
• Proper disposal: when physical records are no longer needed, they are shredded or disposed of securely to prevent unauthorized access.

5.4 Your Role in Protecting Your Information

While we take every step to protect your information, you also play a role in keeping your data safe. Here are some tips to help you protect your information:

• Keep your account password secure: choose a strong password that’s hard to guess, and don’t share it with anyone. If you think your password has been compromised, change it immediately.
• Be cautious when sharing information: only share your personal information with us through our official channels (e.g., our customer care number, our official email address).
• Update your contact details: if your phone number, email address, or address changes, update your account information so we can reach you securely.
• Log out of your account: if you’re using a shared device (e.g., a public computer), make sure to log out of your account when you’re done.

6. How Long We Keep Your Personal Information

We only keep your personal information for as long as we need it to fulfill the purposes we’ve outlined in this policy, or as required by law. Once we no longer need your information, we delete it securely or anonymize it (so it can’t be used to identify you). Here’s how long we keep different types of information:

6.1 Purchase and Order Information

We keep your purchase and order information (e.g., product details, delivery address, payment transaction details) for as long as your product is under warranty, plus a reasonable period after that to handle any after-sales service requests or warranty claims. We also keep this information for tax and legal purposes (as required by law).

6.2 Customer Service and Support Information

We keep records of your customer service interactions (e.g., queries, complaints, service requests) for a reasonable period after the interaction to ensure we can provide consistent support and address any follow-up issues. This also helps us improve our customer service over time.

6.3 Account Information

If you have an account with us, we keep your account information (e.g., name, email address, order history) for as long as your account is active. If you delete your account, we will delete your information (or anonymize it) within a reasonable period, unless we need to keep it for legal or tax purposes.

6.4 Marketing and Communication Information

We keep your marketing preferences (e.g., whether you’ve opted in to receive newsletters) for as long as you’re subscribed to our marketing communications. If you unsubscribe, we will stop sending you marketing messages and keep only the minimum information needed to ensure we don’t contact you again.

6.5 Automatically Collected Information

We keep automatically collected information (e.g., device information, usage data) for a reasonable period to improve our services and website experience. After that, we either delete it or anonymize it so it can’t be used to identify you.

7. Your Rights Regarding Your Personal Information

You have certain rights regarding your personal information, and we want to make it easy for you to exercise these rights. Below are the rights you have, and how you can exercise them:

7.1 The Right to Access Your Information

You have the right to request a copy of the personal information we hold about you. This includes information about your purchases, service history, account details, and any other information we’ve collected. To request access, simply contact our customer care team (we’ll provide contact details later in this policy) and let us know you’d like a copy of your information. We will provide you with a copy free of charge within a reasonable period.

7.2 The Right to Correct Your Information

If you find that the personal information we hold about you is incorrect or incomplete, you have the right to ask us to correct it. For example, if your address has changed, or your phone number is wrong, you can contact us to update your details. You can also update your account information directly through your account (if you have one). We will correct your information immediately and let you know once it’s done.

7.3 The Right to Delete Your Information

You have the right to ask us to delete your personal information (also known as the “right to be forgotten”) if we no longer need it, or if you withdraw your consent for us to use it. To request deletion, contact our customer care team. We will delete your information (or anonymize it) within a reasonable period, unless we need to keep it for legal or tax purposes. Please note that deleting your information may mean we can no longer provide you with certain services (e.g., after-sales service for your purifier).

7.4 The Right to Withdraw Your Consent

If you’ve given us consent to collect or use your personal information (e.g., to send you marketing communications), you can withdraw your consent at any time. For example, if you no longer want to receive our newsletter, you can click the unsubscribe link in any email, or contact our customer care team to opt out. Withdrawing your consent will not affect any information we’ve already collected or used with your previous consent.

7.5 The Right to Restrict or Object to the Use of Your Information

You have the right to ask us to restrict how we use your personal information (e.g., if you’re contesting the accuracy of the information) or to object to us using your information for certain purposes (e.g., marketing). To exercise this right, contact our customer care team and let us know what you’d like to restrict or object to. We will review your request and respond within a reasonable period.

7.6 The Right to Data Portability

You have the right to request that we transfer your personal information to another organization (if this is technically possible). For example, if you switch to another water purifier brand, you can ask us to transfer your service history to the new brand. To request data portability, contact our customer care team, and we will provide your information in a format that can be easily transferred.

7.7 How to Exercise Your Rights

To exercise any of the rights above, simply contact our customer care team using the details provided at the end of this policy. We may ask you to verify your identity to ensure we’re providing information to the right person (this is to protect your information from unauthorized access). We will respond to your request within a reasonable period (usually within 30 days) and keep you updated on the progress.

8. Cookies and Similar Technologies

Like many brands, we use cookies and similar technologies (e.g., web beacons, pixels) to improve your experience when you interact with our services. Cookies are small text files that are stored on your device when you visit our website or use our app. They help us remember your preferences, track your interactions, and improve our services. Here’s what you need to know about our use of cookies:

8.1 Types of Cookies We Use

We use three types of cookies: essential cookies, performance cookies, and marketing cookies.

8.1.1 Essential Cookies

These cookies are necessary for our services to work properly. They enable you to navigate our website, make purchases, and access your account. For example, essential cookies help us remember that you’re logged into your account, or that you’ve added a product to your cart. We can’t provide our services without these cookies, so they are always enabled.

8.1.2 Performance Cookies

These cookies help us understand how you use our website and services, so we can improve them. For example, they track which pages you visit most, how long you spend on each page, and if you encounter any errors. This information is anonymous (it doesn’t identify you personally) and is only used to improve our services.

8.1.3 Marketing Cookies

These cookies are used to deliver personalized marketing messages to you. For example, they track your interests and preferences based on your interactions with our website, so we can send you relevant promotions or product recommendations. You can choose to disable these cookies if you don’t want to receive personalized marketing.

8.2 How to Manage Cookies

You can manage your cookie preferences through your browser settings. Most browsers allow you to enable, disable, or delete cookies. For example:

• In Chrome: Go to Settings > Privacy and security > Cookies and other site data
• In Firefox: Go to Settings > Privacy & Security > Cookies and Site Data
• In Safari: Go to Settings > Privacy & Security > Manage Website Data

Please note that disabling essential cookies may affect your ability to use our services (e.g., you may not be able to make a purchase or log into your account). Disabling performance or marketing cookies will not affect your ability to use our services, but it may mean we can’t personalize your experience or improve our services based on your usage.

9. Children’s Privacy

Our services are not intended for children under the age of 13, and we do not knowingly collect personal information from children under 13. If we learn that we have collected personal information from a child under 13 without the consent of a parent or guardian, we will delete that information immediately.

If you are a parent or guardian and you believe your child has provided us with personal information, please contact our customer care team, and we will take steps to delete the information and ensure it doesn’t happen again. We also run school programs to educate children about water safety, but we only collect information from children with the explicit consent of their parents or guardians.

10. Changes to This Privacy Policy

We may update this privacy policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make changes, we will update the “Last Updated” date at the top of this policy, and we will notify you if the changes are significant (e.g., if we start collecting new types of information, or if we change how we use your information). We encourage you to review this policy regularly to stay informed about how we’re protecting your information.

Your continued use of our services after we update the policy means you agree to the new terms. If you don’t agree to the changes, you can stop using our services and contact us to request that we delete your information (if applicable).

11. How to Contact Us

If you have any questions, concerns, or requests regarding this privacy policy or your personal information, please don’t hesitate to contact us. Our customer care team is available 24/7 to help you.

You can contact us by:

• Phone: Our toll-free customer care number (available 24/7)
• Email: Our customer care email address
• Post: Our corporate office address

We will respond to your query within a reasonable period (usually within 24–48 hours) and work with you to resolve any issues. If you’re not satisfied with our response, you can escalate your concern to our privacy team, who will review your case and provide a further update.

12. Final Thoughts

At the end of the day, privacy is about trust. For over four decades, we’ve built a reputation as a brand you can trust to safeguard your family’s health, and we take that same approach to safeguarding your personal information. We’re committed to being transparent about how we collect, use, and protect your information, and we’re always here to answer your questions.

We know that your personal information is valuable, and we will never take that trust for granted. Thank you for choosing us to be your partner in safe drinking water—and for trusting us with your information.