Privacy Policy – DRSA 2.0

This Privacy Policy applies to the mobile application “DRSA 2.0” (package: com.DRSA.staging) published on Google Play by Europ Assistance India Private Limited (“we”, “us”, “our”, “EAI”). On Google Play, the publisher name is displayed as “Europ Assistance India PVT LTD”, which refers to the same legal entity.

Europ Assistance India Private Limited built the DRSA 2.0 app as a free app for RSA (RoadSide Assistance) for vehicles covered under an agreement between our Client and Europ Assistance India Private Limited. The app is intended for use by adult technicians and authorized service personnel.

This Service is provided by Europ Assistance India Private Limited at no cost and is intended for use as is. This page informs you about our policies on the collection, use and disclosure of Personal Information if you choose to use our Service.

If you choose to use our Service, you agree to the collection and use of information in relation to this policy. The Personal Information we collect is used for providing and improving the Service. We will not use or share your information with anyone except as described in this Privacy Policy.

Terms used in this Privacy Policy have the same meanings as in our Terms and Conditions, available at https://pls.europassistance.in/terms.html, unless otherwise defined here.

1. Information Collection and Use

For a better experience, while using our Service, we may require you to provide certain personally identifiable information, including but not limited to background location, photos and phone call access. The information we request is retained by us and used as described in this Privacy Policy.

Background Location: We collect location data, including in the background (when the app is closed or not in use), to dispatch roadside assistance to the vehicle’s location and track service progress. Location tracking activates only during active emergency dispatch assignments so that both our dispatch center and the customer can track approaching assistance in real time, and it stops automatically once the service is completed. The app displays an in-app disclosure and asks for your permission before collecting background location.

Photos & Camera: The app accesses your camera and the photos you choose to attach in order to capture photographs of the breakdown vehicle, odometer readings, dashboard warning lights, number plate optical character recognition (OCR) verification, and signed job completion slips. This is done to validate work and prevent fraud.

Phone Calls: The app requests phone call permission to allow service technicians and drivers to place direct calls to the stranded customer or to our 24/7 command center with one touch, for landmark verification and assistance coordination.

Device and Usage Information: Through the third-party services listed below, we may collect device identifiers, crash reports and app usage statistics to keep the app stable and to improve it.

The app uses third-party services that may collect information used to identify you. Links to the privacy policies of the third-party service providers used by the app:

• Google Play Services
• Google Maps Platform
• Firebase Crashlytics & Analytics
• Mapbox

2. Log Data

Whenever you use our Service, in case of an error in the app we collect data and information (through third-party products) on your phone called Log Data. This Log Data may include your device Internet Protocol (“IP”) address, device name, operating system version, the configuration of the app when using our Service, the time and date of your use, and other statistics.

Feedback: Our Service also includes a feedback mechanism that collects customer experience through the DRSA 2.0 application.

3. Cookies

Cookies are files with a small amount of data that are commonly used as anonymous unique identifiers. They are sent to your browser from the websites you visit and are stored on your device’s internal memory.

This Service does not use cookies explicitly. However, the app may use third-party code and libraries that use cookies to collect information and improve their services. You have the option to accept or refuse these cookies and to know when a cookie is being sent to your device. If you choose to refuse cookies, you may not be able to use some portions of this Service.

4. Service Providers

We may employ third-party companies and individuals for the following reasons:

• To facilitate our Service;
• To provide the Service on our behalf;
• To perform Service-related services; or
• To assist us in analyzing how our Service is used.

These third parties have access to your Personal Information only to perform the tasks assigned to them on our behalf. They are obligated not to disclose or use the information for any other purpose.

5. Data Sharing & Disclosure

We share personal information strictly as necessary to carry out roadside assistance operations, including:

• Customers: technician name, phone number and real-time transit location, so the customer can track arriving assistance.
• Automotive OEMs & Insurance Clients: service verification, vehicle condition photos and timestamp logs for claims processing and entitlement audit.
• Cloud & Infrastructure Providers: encrypted operational records stored with trusted ISO/IEC certified cloud hosting facilities.
• Legal Authorities: when required by court order, statutory regulation or law enforcement in India.

We do not sell your personal information.

6. Data Retention

We retain personal information, service case records, vehicle condition photos and transaction logs for the period required to meet operational, tax, audit and legal dispute obligations under Indian law (typically 3 to 7 years).

Location trails are permanently deleted [90 days] after the service job is completed and verified.

7. User Data Deletion & Account Deletion

Users and Authorized Service Providers have the right to request deletion of their account and associated personal data. To request deletion:

• Send an email to privacy@europ-assistance.in with the subject “DRSA 2.0 - Account & Data Deletion Request”.
• Include your registered mobile number, full name and technician ID.
• Your request will be validated and processed within 30 days.

When your account is deleted, your profile data, contact details and location history are erased. Completed service and financial records are retained for the legally required period described in Section 6 and are then deleted.

8. User Rights & Grievance Redressal (India DPDP Act)

Under the Digital Personal Data Protection Act, 2023 (DPDP Act), you have the right to access, correct, update, or withdraw consent for the processing of your personal data. To exercise these rights or raise a grievance, contact our Grievance Officer using the details in Section 13.

9. Security

We value your trust in providing us your Personal Information and strive to use commercially acceptable means of protecting it, including encryption of operational records. However, no method of transmission over the internet or method of electronic storage is 100% secure and reliable, and we cannot guarantee its absolute security.

10. Links to Other Sites

This Service may contain links to other sites. If you click a third-party link, you will be directed to that site. These external sites are not operated by us. We strongly advise you to review their privacy policies. We have no control over, and assume no responsibility for, the content, privacy policies or practices of any third-party sites or services.

11. Children’s Privacy

DRSA 2.0 is a commercial utility intended only for adult technicians and authorized service personnel aged 18 years or older. We do not knowingly collect personal information from anyone under 18. If we discover that a minor has provided us with personal information, we will delete it from our servers promptly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. You are advised to review this page periodically. We will notify you of any changes by posting the new Privacy Policy on this page and updating the effective date above.

13. Contact Us & Grievance Officer

If you have any questions, suggestions or grievances about this Privacy Policy, please contact us:

• Entity Name: Europ Assistance India Private Limited
• Registered Office Address: Star Hub Building No. 2, 7th Floor, Near ITC Maratha Hotel, Sahar Airport Road, Andheri (East), Mumbai, Maharashtra 400059, India
• Privacy Desk Email: privacy@europ-assistance.in
• Grievance Officer Email: grievance.eai@europ-assistance.in
• Toll-Free Helpline: 1800 210 0007 (8:00 AM – 8:00 PM IST)
• Website: https://www.europ-assistance.in