Privacy Policy

Your privacy matters to us. This policy explains what personal data we collect when you use lostnaturals.in, why we collect it, who we share it with, and the choices and rights you have. It is written in line with the Digital Personal Data Protection Act, 2023 and the rules made under it.

1. Who we are

LOST Naturals is a brand of Bluepear Innovative Solutions Private Limited (CIN: U62090DL2024PTC433957), with its registered office at House No. 3, Upper Ground Floor, BLK-M-2, Mohan Park, Model Town III, North West Delhi, Delhi – 110009, India ("we", "us", "our"). We decide how and why your personal data is processed, so we are the "Data Fiduciary" under Indian law.

2. What we collect

Information you give us

• Contact and delivery details: name, phone number, email address, and shipping and billing address
• Account details: login email and password (stored in encrypted form), and your order history
• Communications: messages you send us by email, phone or WhatsApp, including photos and videos shared for a claim
• Reviews you post on the Website

Payment information

Payments are processed by Razorpay. We do not receive or store your full card number, CVV or UPI PIN. We only receive the payment status and a transaction reference.

Information collected automatically

When you browse the Website, we and our analytics and advertising partners collect information through cookies and similar technologies. This includes your device and browser type, IP address, approximate location, the pages you visit and how you use the site.

3. Why we use your data

• To process, ship and deliver your orders, and to send you order and tracking updates by SMS and email
• To manage your account
• To answer your questions and handle claims, returns and refunds
• To prevent fraud, including checking eligibility for Partial Cash on Delivery
• To understand how the Website is used and improve it, through Google Analytics
• To measure our advertising and show you relevant LOST Naturals ads on Facebook and Instagram, through the Meta Pixel
• To meet our legal obligations, such as keeping tax and accounting records

We don't currently send marketing emails or SMS. If we start, we'll ask for your consent first, and you'll be able to opt out at any time.

4. Our basis for using your data

We process your data either with your consent, or for purposes the law permits. These include using information you've voluntarily given us for a specific purpose (such as delivering an order) and complying with legal requirements. Where we rely on consent, you can withdraw it at any time, as easily as you gave it. Withdrawing consent won't affect processing that has already taken place.

5. Who we share it with

We share only what each partner needs to provide its service:

We never sell your personal data.

6. Cookies

Cookies are small files stored on your device. We use them to keep you logged in, remember your cart, understand how the site is used (Google Analytics) and measure our ads (Meta Pixel). You can block or delete cookies in your browser settings, but some parts of the Website, such as your cart and account, may not work properly without them.

7. How long we keep your data

We keep your personal data only as long as we need it for the purposes above. Order and transaction records are kept for as long as tax and accounting laws require. Account details are kept until you ask us to delete your account. After that, we delete your data or make it anonymous, unless the law requires us to keep it.

8. How we protect your data

We use reasonable security measures to protect your data, including encrypted (HTTPS) connections, restricted access and trusted service providers. If a personal data breach affects you, we will inform you and the Data Protection Board of India as required by law.

9. Your rights

Under the Digital Personal Data Protection Act, 2023, you have the right to:

• Access a summary of the personal data we hold about you and how we use it
• Correct or update inaccurate or incomplete data
• Erase your data, where we no longer need it for a lawful purpose
• Withdraw your consent at any time
• Raise a grievance with us about how your data is handled
• Nominate another person to exercise these rights on your behalf in the event of your death or incapacity

To use any of these rights, email our Grievance Officer (details below). We may need to verify your identity first. We'll respond within the time required by law.

10. Children

The Website is meant for adults aged 18 and above. We don't knowingly collect personal data from anyone under 18. If you believe a child has shared their data with us, please contact us and we'll delete it.

11. Where your data is stored

Your data is stored and processed in India and, through some of our service providers, on servers that may be located outside India. Any such transfer is made in line with Indian law.

12. Changes to this policy

We may update this policy from time to time. The latest version, with its "Last updated" date, will always be on this page.

13. Grievance Officer and contact

For any question, request or complaint about your personal data, contact our Grievance Officer:

Rahul Kalyan, Director
Bluepear Innovative Solutions Private Limited
Email: rahul.kalyan@bluepear.in
Phone: +91 92176 93001
Address: House No. 3, Upper Ground Floor, BLK-M-2, Mohan Park, Model Town III, North West Delhi, Delhi – 110009

If you're not satisfied with our response, you have the right to file a complaint with the Data Protection Board of India.