Urgento Privacy Policy

Labeno Technologies Pvt. Ltd. · Version 1.3 · Last updated: 7 October 2026

01. Introduction

This Privacy Policy explains how Labeno Technologies Pvt. Ltd. (“Labeno Technologies”, “Company”, “we”, “us”, or “our”) collects, uses, stores, shares, and protects information when you access or use the Urgento mobile application and related services (collectively, the “Platform”).

In this Privacy Policy, “you”, “your”, or “User” means any person who accesses or uses the Platform.

We value the trust you place in us and are committed to handling your information responsibly and in accordance with applicable laws.

Please read this Privacy Policy carefully before registering for or using the Urgento Platform.

02. Acceptance of This Privacy Policy

By accessing, registering on, or using Urgento, you acknowledge that you have read and understood this Privacy Policy.

If you do not agree with the practices described in this Privacy Policy, please do not use the Platform or the services provided through it.

This Privacy Policy should be read together with the applicable Terms and Conditions of Urgento.

03. Information We Collect

We may collect information that you provide directly to us or information generated when you use the Platform.

A. Personal Information

Depending on the services you use, this may include:

B. Order and Transaction Information

When you place an order through Urgento, we may collect and maintain information such as:

C. Location Information

If you grant location permission, Urgento may obtain your current precise location (latitude and longitude) while you use the app to suggest or check a delivery location, including when Home or Add address opens. The customer app does not request background location access.

This information may be used to identify or confirm your delivery location and facilitate delivery of your order.

You can manage location permission in device settings. You can still choose an address manually without granting device location access.

D. Device and Technical Information

When you access or use Urgento, certain technical information may be automatically collected, such as:

This information helps us maintain, secure, and improve the Platform.

04. How We Use Your Information

We may use the information we collect for purposes including:

05. Communications

We may contact you through mobile calls, SMS, email, WhatsApp, push notifications, or other appropriate communication channels for purposes such as:

You may be able to opt out of certain promotional communications. However, you may continue to receive essential transactional, service, security, or account-related communications.

06. Payment Information

The current Urgento checkout supports cash on delivery (COD). Urgento records the order amount and payment status; this checkout does not collect card numbers, bank account credentials, or payment PINs.

If online payment options are introduced, we will update this policy to describe the payment provider and information processed before those options are made available.

Do not include payment credentials in support messages or photos.

07. Sharing of Information

We may share relevant information with trusted third parties where necessary to provide, maintain, and improve Urgento, including:

We may also share information where required or permitted by applicable law.

We do not sell your personal information as a standalone product.

08. Legal and Regulatory Disclosures

We may disclose your information when we reasonably believe that such disclosure is necessary to:

We may also share aggregated or anonymised information where it does not identify you personally.

09. Third-Party Services and Links

Urgento may use or provide access to third-party services, platforms, payment providers, delivery partners, or other external services.

On Android, Google Maps receives device and request details, IP address, SDK crash and diagnostic information, a Maps-specific pseudonymous identifier, and map interactions such as panning and zooming to operate and improve its services. Address searches, selected places and coordinates may also be sent to Google through our mapping services to find addresses and delivery routes. Our SMS service provider receives the mobile number and message needed to deliver sign-in or deletion codes.

Third-party services may have their own privacy policies and terms. We encourage you to review those policies when you interact with such services.

We are not responsible for the privacy practices, content, or security practices of third-party platforms that are outside our control.

10. Cookies and Similar Technologies

Where applicable, we may use cookies and similar technologies to:

You may manage certain cookie preferences through your browser or device settings, where such controls are available.

11. Data Security

We take reasonable technical and organisational measures to protect your information from unauthorised access, loss, misuse, alteration, disclosure, or destruction.

However, no method of electronic transmission or storage is completely secure. Therefore, while we work to protect your information, we cannot guarantee absolute security.

You should also take reasonable steps to protect your account information, login credentials, OTPs, and other security information. Please do not share your OTP or account credentials with anyone.

External shops and pharmacy requests, where available

If you use an enabled external shop service, Urgento processes your selected shop, requested items, delivery location and any prescription image you choose to upload. Sharing your verified contact phone with the selected shop requires your explicit consent. For pharmacy requests, prescription images and clinical notes are restricted to the selected verified registered pharmacist and authorised Urgento reviewers. Delivery riders receive the pickup and delivery information needed for the trip, but do not receive prescription images or clinical notes.

Private documents use authenticated access and are not public image links. Relevant private reads and account actions are recorded for review. The selected shop may see the assigned rider’s current trip location and its update time while the order is active; terminal orders do not show the rider’s later movements. Doctor appointment booking remains unavailable until verified doctor services are introduced.

For external orders, account deletion first requires completion of ongoing deliveries and returns. Shop owners must also settle outstanding wallet balances and holds. Deletion removes the account’s private uploaded documents, contact phone, clinical notes and external delivery-location snapshot, while external financial and settlement records remain. No automatic document-removal date is promised by this policy; retention operations must follow the reviewed applicable policy.

12. Data Retention

We retain your personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including providing our services, maintaining transaction and business records, resolving disputes, preventing fraud, and complying with applicable legal requirements.

Where permitted and appropriate, information may be deleted or anonymised when it is no longer required.

Certain information may be retained for longer where required by law or where reasonably necessary to establish, exercise, or defend legal claims.

Account deletion does not erase existing orders, order items, invoices, or associated business and settlement records. These records include the buyer name and delivery address recorded for each order, including house details, city, state, and postal code where recorded. They are retained for transaction and business records, disputes, fraud prevention, and applicable legal requirements.

A blocked internal account reference and redacted address references linked to orders are retained to preserve these business records; the registered phone number is removed and account access is revoked. Limited security, rate-limit, and deletion-confirmation retry records may also be retained to prevent misuse and handle retries.

Private support photos become inaccessible through the account when deletion is confirmed and are queued for permanent removal. They may remain temporarily on private storage until removal succeeds. Backup copies may retain historical information under the retention purposes described above.

13. Your Privacy Rights and Choices

Subject to applicable law, you may contact us regarding your personal information and may request appropriate actions such as:

Certain requests may be subject to verification and applicable legal or operational requirements.

To permanently delete your Urgento account, open Profile > Delete account, send an account deletion code to your registered mobile number, enter the code, and confirm Delete permanently. The deletion code is separate from a sign-in code. Complete or cancel any pending order or return before deleting your account.

When deletion is confirmed, your registered phone number and account access are removed, all sessions are revoked, and cart, wishlist, checkout retry data, support conversations, and support photo metadata are removed. Saved address details are removed or redacted, with redacted references retained where linked to existing orders. Private support photos are queued for permanent removal and may remain temporarily in private storage while cleanup completes. The app signs you out after confirmed account deletion. You cannot restore your old account or its order access after deletion.

Existing orders and invoices, including their buyer name and delivery address snapshots, remain as business records. Other retained records are described in Data Retention. An error or timeout does not confirm that deletion succeeded.

You can also request account deletion without signing in or installing the app by emailing labeno@labenotech.com with the subject "Urgento account deletion" and your registered mobile number. Our support team will verify account ownership and handle the request under the same pending-order and retention rules. An email request does not automatically delete the account. Never send an OTP, password, PIN, or payment credentials.

You can also manage certain permissions, such as location access and notifications, through your device settings.

14. Children's Privacy

Urgento provides general shopping services. Users under 18 may use these services only under the supervision and responsibility of a parent or legal guardian, as described in our Terms. This does not permit minors to purchase adult-only or legally age-restricted products.

We do not knowingly seek to collect personal information from children in circumstances where such collection is prohibited by law.

If you believe that a child has provided personal information to us in violation of applicable requirements, you may contact us using the details provided below.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, business practices, or applicable legal and regulatory requirements.

When we make changes, we may update the “Last Updated” date and, where appropriate, provide notice through the Platform or other available communication channels.

We encourage you to review this Privacy Policy periodically.

16. Contact Us

If you have any questions, concerns, requests, or complaints regarding this Privacy Policy or the handling of your personal information, please contact us:

Labeno Technologies Pvt. Ltd.
labeno@labenotech.com
Click Office, Sector 2,
Noida, Uttar Pradesh – 201301, India

We will make reasonable efforts to review and respond to privacy-related requests in accordance with applicable requirements.