PRIVACY POLICY
PRIVACY POLICY
1. ACCEPTANCE OF THIS PRIVACY POLICY
By accessing or using our Platform, visiting a ZEN Diamond showroom, providing your information to us, registering for an account, making an enquiry or purchase, participating in any ZEN Diamond programme, promotion or event, or otherwise interacting with us, you acknowledge that you have read and understood this Privacy Policy.
Where consent is required under applicable law, ZEN Diamond will seek your consent in the manner prescribed by applicable law.
You may withdraw consent where permitted by law. Withdrawal of consent will not affect the lawfulness of processing undertaken before such withdrawal.
Certain personal data may be necessary for us to provide particular products or services. If you choose not to provide such information, we may not be able to provide the relevant product, service, transaction or functionality.
2. PERSONAL DATA WE MAY COLLECT
Depending upon the nature of your interaction with ZEN Diamond, we may collect the following categories of personal data.
A. Identity and Contact Information
• Full name;
• Mobile number;
• Telephone number;
• Email address;
• Residential or correspondence address;
• City, state and PIN code;
• Date of birth, where voluntarily provided;
• Anniversary or other occasion information voluntarily provided by you;
• Information necessary for customer identification or verification.
B. Purchase and Transaction Information
• Product details;
• Order details;
• Invoice and transaction information;
• Billing and delivery information;
• Exchange, return, refund and buyback information;
• Details relating to old-gold exchange or buyback transactions;
• Warranty, service, repair and maintenance information;
• Loyalty, membership, voucher or benefit programme information;
• Customer preferences and purchase history.
C. Payment Information
Where you make payments through our Platform or other authorised payment channels, payment-related information may be processed by us and/or our authorised payment service providers.
This may include transaction reference numbers, payment status, payment method and other information necessary to process or reconcile a transaction.
Where payment is processed by a third-party payment provider, the payment provider may collect and process payment information in accordance with its own privacy policy.
ZEN Diamond does not intend to retain complete card credentials where such information is processed directly by an authorised payment gateway or financial institution.
D. Information Provided During Customer Interactions
We may collect information that you voluntarily provide when you:
• Contact our customer service team;
• Submit an enquiry;
• Request a callback;
• Visit a showroom;
• Participate in a customer survey;
• Provide feedback or complaints;
• Participate in a contest, promotion or campaign;
• Register for an event;
• Subscribe to communications;
• Apply for or participate in a ZEN Diamond customer programme.
E. Technical and Usage Information
When you use our digital Platform, certain technical information may automatically be collected, including:
• IP address;
• Browser type and version;
• Device type;
• Operating system;
• Network information;
• Approximate location information;
• Date and time of access;
• Pages viewed;
• Products viewed;
• Search activity;
• Products added to cart or wishlist;
• Referring website;
• Interaction with our digital communications;
• Cookies and similar technologies.
F. Information Relating to Fraud Prevention and Verification
Where necessary and legally permissible, ZEN Diamond may collect information required to verify identity, prevent fraud, protect transactions and ensure that products are handed over to the appropriate customer or authorised person.
Where any government-issued identity document or verification mechanism is used, ZEN Diamond will seek to collect and process only information reasonably necessary for the relevant purpose and in accordance with applicable law.
3. PURPOSES FOR WHICH WE USE PERSONAL DATA
ZEN Diamond may process personal data for the following purposes.
3.1 Providing Products and Services
To:
• Process and fulfil orders;
• Provide quotations and product information;
• Complete purchases;
• Arrange delivery or showroom collection;
• Process exchanges, returns, refunds and buybacks;
• Provide repairs, maintenance and after-sales services;
• Honour warranties and service commitments;
• Provide customer support.
3.2 Customer Relationship Management
We may use customer information to:
• Maintain customer records;
• Understand customer preferences;
• Maintain purchase history;
• Provide personalised service;
• Improve showroom and digital experiences;
• Manage customer enquiries and follow-ups;
• Provide relevant product recommendations.
3.3 Loyalty, Membership and Customer Benefit Programmes
Where you participate in a ZEN Diamond programme, we may process relevant information to administer:
• Loyalty programmes;
• Customer benefit programmes;
• Vouchers;
• Promotional benefits;
• Gold or jewellery-related schemes;
• Membership programmes;
• Special customer offers.
The specific terms applicable to each programme will be governed by the relevant programme terms and conditions.
3.4 Marketing and Promotional Communications
Subject to applicable law and your choices, we may use your contact information to communicate:
• New collections;
• Product launches;
• Offers and promotions;
• Events;
• Seasonal campaigns;
• Jewellery recommendations;
• Birthday or anniversary communications;
• Loyalty or customer benefits;
• Other information that may be relevant to your relationship with ZEN Diamond.
You may opt out of promotional communications at any time through the available unsubscribe mechanism or by contacting us.
Please note that opting out of marketing communications will not necessarily stop essential transactional or service communications.
3.5 Security and Fraud Prevention
We may process information to:
• Prevent fraudulent transactions;
• Verify customer identity;
• Protect customers, employees and our business;
• Detect suspicious activity;
• Investigate potential misuse;
• Protect our Platform and information systems.
3.6 Legal and Regulatory Compliance
We may process and retain personal data where reasonably necessary to:
• Comply with applicable laws and regulations;
• Meet accounting, taxation and audit requirements;
• Respond to lawful requests from government authorities;
• Comply with court orders, legal proceedings or regulatory requirements;
• Establish, exercise or defend legal claims.
4. BASIS FOR PROCESSING PERSONAL DATA
ZEN Diamond may process personal data where permitted under applicable law, including where:
• You have provided valid consent;
• Processing is necessary to provide a product or service requested by you;
• Processing is necessary for a transaction or related activity;
• Processing is necessary to comply with a legal obligation;
• Processing is necessary for legitimate and lawful business purposes where permitted by applicable law;
• Processing is necessary for security, fraud prevention or protection of rights;
• Processing is otherwise permitted or required under applicable law.
Where consent is required, ZEN Diamond will provide appropriate notice and seek consent in accordance with applicable requirements.
5. COOKIES AND SIMILAR TECHNOLOGIES
ZEN Diamond may use cookies, pixels, tags, SDKs and similar technologies on its website, applications and digital communications.
These technologies may help us to:
• Operate the website;
• Remember preferences;
• Maintain sessions;
• Understand website usage;
• Analyse traffic;
• Improve website functionality;
• Personalise content;
• Measure marketing effectiveness;
• Improve customer experience;
• Detect security threats and fraudulent activity.
You may manage or disable certain cookies through your browser or device settings. However, disabling certain cookies may affect the functionality of the Platform.
Where required by applicable law, ZEN Diamond will obtain appropriate consent for non-essential cookies or similar technologies.
6. SHARING OF PERSONAL DATA
ZEN Diamond may share personal data with appropriate third parties where reasonably necessary for the purposes described in this Policy.
Such parties may include:
• Payment gateways and payment service providers;
• Logistics and delivery partners;
• Technology and hosting providers;
• CRM and customer management service providers;
• IT and cybersecurity providers;
• Analytics providers;
• Marketing and communication service providers;
• Customer support providers;
• Jewellery repair and service partners;
• Verification and fraud-prevention service providers;
• Professional advisers, auditors and consultants;
• Insurance providers;
• Banks and financial institutions where necessary;
• Franchisees and authorised ZEN Diamond retail partners, where required to provide the relevant service;
• Government authorities, regulators, courts or law-enforcement agencies where legally required.
ZEN Diamond expects relevant service providers to maintain appropriate confidentiality and security safeguards and to process personal data only for authorised purposes.
ZEN Diamond does not sell your personal data as a commodity to third parties for their independent marketing purposes.
7. FRANCHISE STORES AND AUTHORISED RETAIL PARTNERS
ZEN Diamond may operate through company-owned stores, franchise stores, authorised retailers or other business partners.
Where necessary to fulfil your enquiry, order, transaction, service request, exchange, return, warranty or other customer request, relevant customer information may be shared with the applicable ZEN Diamond franchisee, authorised retailer or service partner.
Such parties may be required to comply with applicable privacy, confidentiality and data protection obligations.
8. MARKETING COMMUNICATIONS
Depending on your preferences and applicable law, ZEN Diamond may communicate with you through:
• SMS;
• Email;
• WhatsApp or other messaging platforms;
• Telephone calls;
• Push notifications;
• Digital advertising;
• Other lawful communication channels.
You may opt out of promotional communications at any time.
However, transactional and service communications, including information concerning orders, payments, deliveries, returns, refunds, repairs, warranties, security or other services, may continue where necessary.
9. CUSTOMER FEEDBACK, REVIEWS AND SURVEYS
If you voluntarily provide feedback, reviews, ratings, testimonials or survey responses, ZEN Diamond may use such information for improving its products and services.
Where we intend to publish your testimonial, name, photograph or other identifiable information publicly for promotional purposes, we will obtain appropriate permission or consent where required.
10. LINKS TO THIRD-PARTY WEBSITES
Our Platform may contain links to third-party websites, applications, payment platforms, social media platforms or other services.
ZEN Diamond is not responsible for the privacy practices, security or content of third-party platforms.
You should review the privacy policy and terms applicable to any third-party platform before providing personal information.
11. DATA RETENTION
ZEN Diamond will retain personal data only for as long as reasonably necessary for the purposes for which it was collected or otherwise as required or permitted under applicable law.
Retention periods may vary depending upon:
• The nature of the information;
• The purpose for which it was collected;
• The nature of the transaction;
• Accounting and tax requirements;
• Warranty and service requirements;
• Fraud prevention requirements;
• Legal or regulatory obligations;
• Dispute resolution requirements.
Where personal data is no longer required and there is no legal or legitimate requirement to retain it, ZEN Diamond will take reasonable steps to delete, anonymise or otherwise dispose of such information in accordance with applicable requirements.
12. DATA SECURITY
ZEN Diamond takes reasonable and appropriate technical and organisational measures to protect personal data against unauthorised access, misuse, alteration, disclosure, loss or destruction.
Depending upon the nature of the information and processing activity, safeguards may include:
• Access controls;
• Authentication mechanisms;
• Encryption or other appropriate security measures;
• Restricted employee access;
• Vendor confidentiality obligations;
• Security monitoring;
• Backup and recovery procedures;
• Incident management procedures.
However, no electronic transmission or storage system can be guaranteed to be completely secure.
Accordingly, while ZEN Diamond takes reasonable precautions to protect personal data, we cannot guarantee absolute security.
13. DATA BREACHES AND SECURITY INCIDENTS
If ZEN Diamond becomes aware of a personal data breach or security incident requiring notification under applicable law, we will take appropriate steps to investigate, contain and remediate the incident and provide notifications to affected persons and/or authorities where required by applicable law.
14. YOUR RIGHTS
Subject to applicable law and any conditions or limitations prescribed by law, you may have rights relating to your personal data, including the right to:
• Obtain information about personal data processed by ZEN Diamond;
• Request correction of inaccurate or incomplete personal data;
• Request deletion or erasure of personal data where legally permissible;
• Withdraw consent where processing is based on consent;
• Request information regarding the manner in which your personal data is processed;
• Exercise other rights available to you under applicable data protection law;
• Nominate another individual to exercise applicable rights on your behalf where permitted by law.
Requests may be made using the contact details provided in the “Contact Us / Grievance” section below.
ZEN Diamond may need to verify your identity before processing certain requests.
15. WITHDRAWAL OF CONSENT
Where processing is based on consent, you may withdraw your consent by contacting us through the designated channels.
Withdrawal of consent will not affect processing undertaken before the withdrawal.
Please note that withdrawing consent may affect our ability to provide certain services where the relevant information is necessary for providing such services.
For example, certain information may be necessary to process an order, issue an invoice, complete delivery, process an exchange/buyback, provide a warranty or comply with applicable legal requirements.
16. ACCOUNT DEACTIVATION OR DELETION
Where the Platform provides account functionality, you may request deactivation or deletion of your account subject to applicable law and the terms of the Platform.
Deletion of an account does not necessarily require ZEN Diamond to delete information that we are legally required or otherwise permitted to retain, including information required for:
• Accounting;
• Taxation;
• Legal compliance;
• Fraud prevention;
• Dispute resolution;
• Warranty or service records;
• Transaction records;
• Other legitimate or legally permitted purposes.
If there are pending orders, payments, disputes, refunds, exchanges, buybacks, warranties, service requests or other outstanding obligations, deletion may be delayed until such matters are appropriately resolved.
17. CHILDREN'S DATA
Our products and services are primarily intended for adults.
ZEN Diamond does not knowingly seek to collect personal data from children except where permitted by applicable law and with the appropriate consent or authorisation where required.
If you believe that a child has provided personal data to us without appropriate consent, please contact us so that we can take appropriate action.
18. INTERNATIONAL DATA TRANSFERS
Depending on our technology infrastructure, service providers and business operations, personal data may be processed or stored outside the state or country in which you reside.
Where personal data is transferred outside India, ZEN Diamond will take such steps as may be required under applicable Indian law.
19. GRIEVANCE REDRESSAL
ZEN Diamond will provide appropriate mechanisms for customers to raise complaints, grievances or concerns regarding the processing of their personal data.
You may contact our designated privacy/grievance contact using the details below:
Grievance Officer / Privacy Contact
Customer Support: customercare.india@zendiamond.com
Phone: +91 9134333000
When contacting us, please provide sufficient information to enable us to identify your request and, where appropriate, verify your identity.
We will endeavour to address grievances and requests within the timelines prescribed under applicable law.
20. CHANGES TO THIS PRIVACY POLICY
ZEN Diamond may update this Privacy Policy from time to time to reflect:
• Changes in our business practices;
• Changes to our Platform;
• New products or services;
• Changes in technology;
• Changes in applicable laws or regulations;
• Changes in data protection requirements.
The updated version will be published on our Platform with the revised “Last Updated” date.
Where required by applicable law, we will provide additional notice or obtain consent before implementing material changes that require such action.
21. GOVERNING LAW
This Privacy Policy shall be governed by and interpreted in accordance with the laws of India, subject to applicable data protection and privacy laws and regulations.
Any dispute concerning this Policy shall be subject to the jurisdiction of the courts having jurisdiction over the applicable ZEN Diamond entity, subject to applicable law.
22. CONTACT US
For questions, requests or concerns relating to this Privacy Policy or the processing of your personal data, please contact:
ZEN DIAMOND INDIA
Customer Care: customercare.india@zendiamond.com
ZEN Diamond reserves the right to modify this Privacy Policy from time to time in accordance with applicable law.
