Privacy Policy

PRIVACY POLICY

Sylvedha LLP (“Sylvedha,” “we,” “us,” or “our”) respects your privacy and is committed to handling personal information responsibly and securely.

This Privacy Policy explains how we collect, use, store, share, and protect information when you:

• visit sylvedha.com;
• submit a product enquiry or order request;
• join a product waiting list or preorder list;
• submit feedback, suggestions, questions, or complaints;
• use an anonymous feedback or enquiry form;
• communicate with us through email, telephone, messaging platforms, social media, or other channels; or
• otherwise interact with Sylvedha’s products, services, projects, or representatives.

By voluntarily submitting information through our website or communication channels, you acknowledge the practices described in this Privacy Policy.

The information collected depends on how you interact with Sylvedha.

1.1 Enquiry and contact information

When you contact us or submit an enquiry, we may collect:

• your name;
• email address;
• telephone or WhatsApp number;
• city, district, state, postal code, or general location;
• organisation or company name, where relevant;
• the subject and content of your enquiry;
• your preferred product, quantity, variant, or service;
• questions, feedback, complaints, or reported issues;
• photographs, screenshots, documents, or other files you choose to provide; and
• records of our communications with you.

Please do not submit passwords, OTPs, UPI PINs, complete payment credentials, government identification documents, medical records, or other highly sensitive information unless specifically requested through an authorised and secure process.

1.2 Order, preorder and waiting-list information

The website may allow you to express interest in a product, submit an order request, join a waiting list, or request that Sylvedha contact you when stock becomes available.

For these purposes, we may collect:

• your name;
• email address;
• contact number;
• delivery location or address;
• preferred products and quantities;
• product preferences or special instructions;
• proposed delivery or pickup requirements;
• order, preorder, or waiting-list status;
• communications concerning availability, confirmation, payment, fulfilment, delivery, cancellation, replacement, or refund; and
• transaction references or proof of payment where provided separately.

Submitting an order request or joining a waiting list does not automatically guarantee product availability, acceptance of the order, pricing, or delivery. Sylvedha may contact you to confirm these details before proceeding.

1.3 Payment information

Sylvedha does not currently collect or process payments directly through sylvedha.com.

After receiving and confirming an order request, payment may be arranged separately through a bank, UPI service, payment link, payment application, or another agreed method.

The relevant bank or payment-service provider independently processes your financial credentials under its own terms and privacy practices.

Sylvedha does not intend to collect or store:

• UPI PINs;
• OTPs;
• internet-banking passwords;
• complete debit or credit card numbers;
• card security codes; or
• similar secret authentication credentials.

We may retain limited transaction information required to confirm and manage an order, including:

• payment status;
• transaction reference;
• date and amount;
• payer or account name where displayed;
• invoices;
• receipts; and
• refund or settlement details.

1.4 Feedback and product-development information

We may collect feedback concerning:

• product quality;
• packaging;
• pricing;
• product preferences;
• availability;
• customer experience;
• delivery experience;
• website experience;
• reported issues;
• proposed improvements;
• new product requests; and
• research, testing, or product-development activities.

We may use feedback and related information, including in aggregated or de-identified form, for statistical analysis, business intelligence, demand forecasting, product development, operational planning, strategy development, and other internal business decisions.

Submitting feedback does not transfer ownership of your existing intellectual property to Sylvedha. However, you permit us to review and use general suggestions submitted voluntarily for internal improvement, unless otherwise agreed in writing.

Do not submit confidential business information, proprietary research, trade secrets, or third-party intellectual property through an ordinary feedback form.

1.5 Anonymous enquiries and feedback

Sylvedha may provide an option to submit feedback, questions, concerns, or suggestions without entering your name, email address, or contact number.

When using an anonymous form:

• direct identifying fields will not be mandatory;
• you should not include your name, address, telephone number, email address, order number, or other identifying details in the message if you wish to remain anonymous;
• Sylvedha may be unable to respond personally or provide an individual resolution without contact information;
• the content of the submission itself may identify you or another person;
• ordinary technical records may still include information such as the submission time, IP address, browser details, device information, or anti-spam and security records; and
• complete technical anonymity cannot be guaranteed over the internet.

Sylvedha will not ordinarily attempt to identify a person who submits anonymous feedback.

Technical information may be reviewed where reasonably necessary to investigate:

• spam or automated submissions;
• threats;
• fraud;
• unlawful conduct;
• abuse of the website;
• cybersecurity incidents;
• attempts to damage or disrupt the website; or
• a valid legal or regulatory request.

Anonymous submissions may be aggregated, summarised, de-identified, or used for internal analysis and improvement.

1.6 Technical information

When you access the website, limited technical information may be generated automatically through website hosting, security, or server infrastructure.

This may include:

• IP address;
• browser type;
• device type;
• operating system;
• pages accessed;
• referring webpage;
• date and time of access;
• error or diagnostic information; and
• security or server logs.

This information may be used to maintain website functionality, investigate errors, prevent misuse, and protect the website.

Sylvedha does not currently intentionally use cookies for advertising, behavioural profiling, or third-party analytics.

We also do not currently use third-party advertising trackers or behavioural analytics tools on the website.

The website’s hosting or security infrastructure may still generate essential technical records or use strictly necessary technologies required to deliver and protect the website.

If Sylvedha later introduces analytics, advertising technologies, or non-essential cookies, this Privacy Policy will be updated and an appropriate cookie notice or consent mechanism will be introduced where required.

Business intelligence, analytics and decision-making

We may combine, aggregate, summarise, or de-identify information collected through enquiries, order requests, waiting lists, feedback, complaints, product preferences, website interactions, and customer communications.

We may use this aggregated or de-identified information for:

• statistical analysis and business intelligence;
• understanding customer demand, preferences, and behaviour;
• forecasting product demand and inventory requirements;
• evaluating product performance and customer satisfaction;
• identifying recurring issues, trends, and opportunities;
• improving products, services, pricing, packaging, delivery, and customer experience;
• planning marketing, production, research, and operational activities;
• developing or discontinuing products, features, or services;
• changing business, product, market, or operational strategies;
• preparing internal reports, dashboards, forecasts, and performance indicators; and
• supporting management and other legitimate business decisions.

Where reasonably possible, such analysis will use aggregated or de-identified information that does not directly identify an individual.

Sylvedha may retain and use statistical, aggregated, or irreversibly de-identified information for research, analysis, business intelligence, strategic planning, and decision-making, even after the original personal information has been deleted, provided the retained information cannot reasonably be used to identify an individual.

We will not publicly disclose reports, statistics, or insights in a manner that directly identifies an individual customer without their permission or another lawful basis.

Submitting an enquiry or placing an order request does not automatically subscribe you to promotional marketing.

We may send you communications directly connected with:

• an enquiry you submitted;
• a waiting-list request;
• a preorder request;
• product availability;
• an active or previous order;
• delivery;
• payment confirmation;
• a complaint;
• customer support; or
• an important legal or safety notice.

Promotional messages, newsletters, or general product announcements will be sent only where you have requested them, consented to them, or where communication is otherwise legally permitted.

You may ask us to stop promotional communications at any time by contacting info@sylvedha.com.

Opting out of marketing will not prevent necessary communications relating to active orders, enquiries, complaints, payments, deliveries, or legal matters.

Sylvedha does not sell or rent personal information.

Information may be shared only where reasonably necessary with the following categories of recipients.

5.1 Website and communication service providers

Limited information may be processed by service providers supporting:

• website hosting;
• website security;
• email communication;
• data storage;
• backups;
• form processing;
• business communication; and
• technical maintenance.

These providers may process information only to provide their respective services, subject to their own legal and contractual obligations.

5.2 Delivery and logistics providers

If an order is confirmed and delivery is arranged, we may share the information necessary to complete that delivery with the selected courier, delivery partner, authorised representative, distributor, or logistics provider.

This information may include:

• customer name;
• contact number;
• delivery address;
• delivery instructions;
• product quantity;
• parcel information; and
• payment or collection status where relevant.

We will not share more information than is reasonably necessary for the delivery.

5.3 Payment and financial service providers

When payment is made outside the website, the relevant bank, UPI provider, payment application, or payment service may process transaction information independently.

Sylvedha may share or verify limited information where necessary to:

• confirm payment;
• issue an invoice or receipt;
• process a refund;
• reconcile transactions; or
• investigate suspected fraud.

5.4 Professional advisers

Information may be disclosed to authorised lawyers, accountants, auditors, insurers, consultants, or other professional advisers where reasonably necessary for compliance, advice, dispute resolution, or protection of legal rights.

5.5 Legal and regulatory disclosure

We may disclose information where reasonably necessary to:

• comply with applicable law;
• respond to a valid court order or government request;
• investigate suspected fraud or unlawful conduct;
• protect the rights, safety, property, or security of Sylvedha, its customers, personnel, partners, or the public; or
• establish, exercise, or defend a legal claim.

5.6 Business restructuring

If Sylvedha undergoes a merger, restructuring, acquisition, financing, transfer of business, or sale of assets, relevant information may be disclosed to professional advisers and potential or actual counterparties, subject to appropriate confidentiality and legal protections.

Information you intentionally publish through a public review, social-media comment, public post, or similar public channel may be visible to others.

Sylvedha will not ordinarily publish a private customer message, name, photograph, or identifiable feedback as a testimonial or advertisement without appropriate permission.

Anonymous or aggregated feedback may be used for internal reports, product improvement, or general statistics, provided it does not reasonably identify an individual.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention may depend on:

• whether an enquiry remains active;
• whether an order was confirmed;
• whether a waiting list remains operational;
• whether a customer relationship continues;
• legal, accounting, taxation, or invoicing requirements;
• complaint or dispute-resolution requirements;
• fraud-prevention and security needs; and
• applicable limitation periods.

In general:

• enquiry information may be retained until the enquiry is resolved and for a reasonable period afterwards;
• waiting-list information may be retained until the product becomes available, the waiting list is discontinued, you request removal, or the information is no longer needed;
• order, invoice, transaction, and delivery records may be retained for the period required by law and for resolving disputes;
• complaints may be retained until resolved and for a reasonable period afterwards;
• anonymous feedback may be retained until reviewed and may thereafter be deleted, aggregated, or de-identified;
• marketing preferences may be retained while you remain subscribed; and
• a limited record of an opt-out request may be retained to ensure that we respect it.

Information may remain temporarily in secure backups until those backups are overwritten through the normal backup cycle.

Aggregated or irreversibly de-identified information may be retained because it no longer identifies an individual.

Subject to applicable law, you may request that Sylvedha:

• explain whether we process personal information relating to you;
• provide a summary of the personal information being processed;
• correct inaccurate or misleading information;
• complete incomplete information;
• update outdated information;
• delete information that is no longer required;
• withdraw consent for optional processing;
• remove you from a waiting list;
• stop promotional communications; or
• address a privacy-related grievance.

Requests may be sent to:

Email: info@sylvedha.com

Subject: Privacy Request

Your request should include sufficient information to help us locate the relevant records.

We may ask for reasonable verification before providing, correcting, or deleting information. This is intended to prevent unauthorised persons from accessing or deleting another person’s information.

Deletion may not be possible where retention is reasonably necessary for:

• an active order;
• an unresolved complaint;
• accounting or taxation;
• fraud prevention;
• enforcement of an agreement;
• legal proceedings; or
• compliance with applicable law.

Withdrawal of consent will not affect processing already lawfully completed before the withdrawal.

Sylvedha uses reasonable technical and organisational precautions intended to protect personal information from:

• unauthorised access;
• accidental loss;
• misuse;
• alteration;
• disclosure; and
• destruction.

Measures may include:

• access restrictions;
• account authentication;
• secure hosting;
• limited administrative access;
• backups;
• security monitoring;
• confidentiality obligations; and
• reasonable review of third-party service providers.

No internet transmission, email system, website, or electronic database can be guaranteed to be completely secure.

You should never send Sylvedha your password, OTP, UPI PIN, card security code, or similar secret authentication information.

If you receive a suspicious message claiming to represent Sylvedha, verify it through info@sylvedha.com before sharing information or making a payment.

If Sylvedha becomes aware of a personal-data breach, we will take reasonable steps to investigate, contain, document, and address the incident.

Where required by applicable law, we will notify affected individuals and the relevant authority.

A notification may include:

• the nature of the incident;
• the categories of information potentially affected;
• possible risks;
• actions taken by Sylvedha;
• steps the affected person may take; and
• contact information for assistance.

The website and order-request facilities are intended for persons legally capable of submitting an order or enquiry.

Persons under 18 should use the website and provide personal information only with the involvement and permission of a parent or lawful guardian.

Sylvedha does not knowingly seek to collect personal information directly from children for advertising, profiling, or behavioural monitoring.

If you believe that a child has submitted personal information without appropriate permission, contact info@sylvedha.com. We will review the matter and take appropriate steps.

The website may contain links to third-party websites, social-media platforms, payment services, communication platforms, or other external services.

Sylvedha does not control the privacy, security, availability, or content of independently operated third-party services.

Information provided directly to a third party is governed by that third party’s privacy policy and terms.

Some website, email, storage, communication, or technical service providers may process or store information outside India.

Where applicable, Sylvedha will take reasonable steps to use service providers subject to appropriate security, confidentiality, contractual, and legal obligations.

Questions, requests, complaints, or grievances relating to personal information may be directed to:

Privacy and Grievance Officer: Royson Salis

Designation: Chief Executive Officer, Sylvedha LLP

Email: info@sylvedha.com

Website: sylvedha.com

Please use the subject line:

“Privacy Request” or “Privacy Grievance”

Where relevant, include:

• your name;
• your contact details;
• the nature of your request;
• the relevant order or enquiry reference;
• the information concerned; and
• the resolution requested.

Do not include passwords, OTPs, UPI PINs, card security codes, or unnecessary sensitive information.

Sylvedha will review and respond to legitimate grievances within the period required by applicable law.

We may update this Privacy Policy when:

• our website or ordering process changes;
• new products or services are introduced;
• analytics or cookies are introduced;
• service providers or delivery arrangements change;
• legal requirements change; or
• our information-handling practices change.

The revised policy will be published on sylvedha.com with an updated effective date.

Where a change materially affects how existing personal information is used, we may provide additional notice or obtain consent where required.

For privacy questions, data requests, or grievances:

Sylvedha LLP

Privacy and Grievance Officer: Royson Salis, CEO

Email: info@sylvedha.com

Website: sylvedha.com

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