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1. Introduction
FlameWood (“we”, “us”) operates this website and sells biomass, firewood, and coconut products online. We are committed to protecting your privacy and being transparent about how we collect and use personal data in line with applicable laws in India, including the Digital Personal Data Protection Act, 2023 where it applies to our processing activities.
This policy describes what we collect, why we use it, who we share it with, how long we keep it, and what choices you have. If anything here conflicts with a specific agreement you have with us, the agreement prevails for that matter.
2. Data we collect
Depending on how you use our site and services, we may process:
- Identity & account data — name, account or customer identifiers when you create or use an account with us.
- Contact data — email address, phone number, billing and delivery addresses.
- Order & transaction data — items purchased, quantities, order value, delivery preferences, and communication related to your order.
- Payment data — payments are processed by our secure payment providers and gateways. We do not store full card numbers on our own servers; we may receive limited confirmation data (e.g. last four digits, status).
- Technical & usage data — IP address, browser type, device type, approximate region, pages viewed, and referring URLs, collected via cookies and similar technologies.
- Communications — messages you send us via contact forms, email, or support channels.
We do not intend to collect “sensitive” personal data (such as health data) unless you voluntarily provide it and we have a clear purpose; if we do, we will explain why at the point of collection.
3. Why we use your data (legal bases)
We process personal data where:
- Performance of a contract — to take orders, process payments, arrange delivery, and provide customer support.
- Legitimate interests — to secure our website, prevent fraud, improve our services, analyse aggregated usage, and send service-related emails (e.g. order updates).
- Legal obligation — where we must retain or disclose information for tax, accounting, or regulatory reasons.
- Consent — where required (for example, certain marketing emails or non-essential cookies), which you can withdraw at any time.
4. How we use your data
Typical uses include:
- Confirming and fulfilling orders, including delivery coordination.
- Processing refunds or disputes when applicable.
- Responding to enquiries and providing technical or product support.
- Sending transactional messages (order confirmations, shipping updates).
- Improving website performance, security, and user experience through aggregated analytics.
5. Cookies & analytics
We use cookies and similar technologies to keep your session secure, remember preferences, and understand how visitors use our site. Some cookies are strictly necessary; others (e.g. analytics or marketing) may require your consent depending on your region and settings.
You can control cookies through your browser settings. Blocking certain cookies may limit site functionality (for example, staying signed in).
6. Sharing & processors
We share personal data only as needed to run our business. Categories of recipients may include:
- Platform partners — our secure e-commerce platform (hosting, checkout, and related services).
- Payment providers — to authorise and settle payments.
- Logistics partners — to deliver orders and provide tracking information.
- IT & security vendors — hosting, email delivery, and fraud prevention, under strict confidentiality and data-processing terms where applicable.
We do not sell your personal data. If we ever use personal data for profiling or automated decisions with legal or similarly significant effects, we will provide clear information and options as required by law.
7. Retention
We keep personal data only as long as necessary for the purposes above, including legal, tax, and accounting requirements. Order and invoice data may be retained for several years; marketing preferences and inactive account data are reviewed periodically and deleted or anonymised when no longer needed.
8. Your rights
Depending on applicable law, you may have the right to access, correct, update, or delete your personal data; restrict or object to certain processing; request portability where technically feasible; and withdraw consent where processing is consent-based.
To exercise these rights, contact us using the details below. We may need to verify your identity before fulfilling a request. You may also lodge a complaint with a supervisory authority if you believe our processing violates applicable law.
9. Security
We implement appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, or loss. No method of transmission over the internet is completely secure; we encourage you to use strong passwords and protect your account credentials.
10. Children
Our services are not directed at individuals under 18. We do not knowingly collect personal data from children. If you believe we have collected such information, please contact us and we will delete it promptly.
11. Changes to this policy
We may update this policy from time to time. The “Last updated” date at the top of this page will change when we do. For material changes, we may provide additional notice (for example, by email or a banner on the site). Continued use of our services after changes means you accept the updated policy, except where your explicit consent is required.
12. Contact us
For privacy questions, requests, or complaints, email support@flamewood.com or write to us at our registered business address in Kerala, India (see our Contact page for full details).