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Privacy Policy Terms & Condition Refund & Replacement Policy Shipping & Delivery Policy FAQFarmNova Dairytech Private Limited
Effective Date: 08 December 2025
Official Email for Communication: contact@neofresh.life
Official Support Number: 0906040446
This Privacy Policy describes how Farmnova Dairytech Private Limited, operating its Fruits, Vegetables and Fresh Produce Division under the name NeoFresh, collects, uses, stores, manages and protects information belonging to individuals who interact with its website, its delivery operation, its support channel or any of its authorised representatives. This document follows the principles of clarity, transparency and fairness, and aims to reassure customers that NeoFresh will use information only for legitimate service needs and in accordance with the expectations of reasonable practice within India.
By accessing, browsing or using NeoFresh services, you acknowledge that you have read this Privacy Policy and that you understand your rights and obligations relating to personal information.
In this Privacy Policy the following terms carry the meaning assigned below so that interpretation remains consistent.
The words We, Us or Company refer to Farmnova Dairytech Private Limited operating its produce delivery division as NeoFresh.
The words You, Your, Customer or User refer to any individual who visits our website, uses our service, communicates with us or receives delivery from us.
The expression Personal Information refers to any detail through which an individual can be reasonably identified.
This includes name, contact number, residence address, apartment tower information, floor details, email address and delivery instructions that relate to customer entry conditions.
The expression Operational Information refers to product list ordered, weight variation, invoice value, slot of delivery, refund record, replacement record, payment status and complaint details.
These definitions are provided to avoid confusion and to ensure that customers understand how the terms are used throughout the policy.
NeoFresh collects personal information when you voluntarily provide it while registering or placing an order. This includes your name, contact number, your detailed residence address including apartment name, tower, block, floor and landmark, and any necessary instructions for accessing building or security area. This is essential because delivery representatives must know where to go and how to reach your home without delay or confusion. When you place an order, NeoFresh collects additional information such as the products you selected, the quantity requested, the estimated price, the chosen delivery slot and the expected timing for dispatch. If you pay online, NeoFresh receives confirmation that payment is successful. NeoFresh does not receive or store your card number, your confidential payment credential or your banking password. When you contact us through email or phone, we collect the content of your message, the time you contacted us, the nature of your request and the follow up action taken. We store this so that clarity remains during dispute resolution.
We also collect information when you request refund or replacement. The details of what was replaced, why it was replaced and whether refund was processed become part of permanent record. NeoFresh may collect system related information such as date and time of website use, browsing pattern inside the website and technical performance data. This is used only to improve service quality and not to profile customer personality or private life.
We collect information for clearly defined reasons.
We collect your name so we know whom we are delivering to.
We collect your address so we know where to deliver your items.
We collect your contact number so that we can call you at the moment of delivery or when clarification is needed.
We collect your email when you voluntarily give it so that invoices or important communication can be sent.
We collect operational information so we can issue invoices, track history and respond to disputes.
If we did not collect this information, delivery would be impossible. Fresh produce delivery relies on careful timing. Items handled include perishable products that cannot tolerate confusion or incorrect address. For legal and compliance reasons invoices must be maintained and therefore invoice related information must remain available.
NeoFresh uses information strictly for lawful and service specific purposes. We use your address to plan delivery route, your phone number to inform you of any delay or clarification, your order list to prepare your delivery bag and your payment status to issue invoice. We use your replacement request record to monitor quality, identify supplier shortcomings and maintain fairness in future decisions.
We use communication records only to resolve issues. For example if a customer later claims that delivery did not occur, communication record helps determine what happened at that moment. We rely on timestamp rather than memory because timestamp is factual evidence.
NeoFresh does not use personal information for targeted advertising. NeoFresh does not analyse your purchase behaviour to infer social status or personal habits. Any statistical analysis is performed only to improve supply planning and stock management.
NeoFresh retains information for as long as needed for operational and compliance purposes. Under Indian law companies must maintain invoice record and related transactional evidence for several years. Even if you stop using service, your invoice cannot be deleted because deletion is violation of legal requirement.
Retention also protects customers because invoice may be required later for explanation or complaint. Customers often request old invoices for tax, proof of incorrect charge or clarification of delivery. Without retention such requests cannot be satisfied.
Storage is done within restricted and protected system. Access is limited and only authorised personnel can view older records when needed for dispute or audit.
Field representatives do not have access to older records and can only see information for current delivery assignment.
We do not sell, transfer or share your personal information with any private organisation for marketing or unrelated activity.
We may share limited information with:
Delivery representatives receive only name, address, contact number and order details. They do not receive historical records or payment history.
We do not share personal information with anyone outside operational requirement.
You may request correction of your personal information. If you changed your phone number or updated your address, you may request us to correct the record. We may verify identity before making changes to ensure that information is not altered by unauthorised person.
You may request deactivation of account if you no longer wish to use service. Deactivation removes access but does not delete invoice record.
You may request discontinuation of promotional alerts. After such request we will stop sending promotional communication but will continue sending essential transactional messages.
Customers do not have right to demand deletion of invoice or deletion of service history because these are statutory records.
Customer must provide correct and complete address. If wrong address is provided, delivery failure is responsibility of customer.
Customer must keep phone reachable during delivery slot. If phone remains unreachable and delivery agent cannot contact customer, delivery may be handed at security point if building rules allow.
Customer must check quality and quantity at handover. Complaint raised later without evidence cannot be verified.
Customer must not provide false allegations or misleading information. Such behaviour may result in service denial.
In case of dispute relating to delivery, refund, replacement or complaint, NeoFresh considers factual records including invoice number, timestamp, call record, communication trail and delivery confirmation. Verbal recollection cannot replace written evidence. If confusion exists, timestamp shall be treated as final indicator.
If customer claims non delivery but delivery record shows confirmed handover with evidence, NeoFresh may decline complaint.
If customer raises repeated concerns not supported by facts, NeoFresh may restrict account to maintain fairness.
NeoFresh stores information in controlled digital environment. Access is restricted. System logs are monitored. Internal policies ensure that only authorised staff can view older records.
NeoFresh does not permit employees to take screenshots, store personal data in private device or disclose information to outsiders. Any violation results in disciplinary action.
Delivery representatives use device access only during their assignment. After assignment record is removed from device automatically.
Farmnova Dairytech Private Limited has women directors at management level. The company therefore places emphasis on dignity, professional conduct and ethical treatment of customers and employees. NeoFresh maintains that abusive behaviour by customer towards any staff member will not be tolerated. Service may be discontinued if such situation arises.
The company ensures professional record keeping so that no dispute becomes unfair to customer or company. Transparency remains main principle.
NeoFresh may modify this policy when required due to change in law, change in business model or introduction of new technological process. Updated policy will be published on website. Continued use of service means acceptance of updated policy.
All disputes arising out of privacy interpretation or dispute relating to data use shall fall under jurisdiction of appropriate courts located in Bokaro Jharkhand where Farmnova Dairytech Private Limited is registered.
REGISTERED OFFICE
Farmnova Dairytech Private Limited
House Number 523B Tenu Road
Gomia Bokaro Jharkhand 829111