Privacy Policy

Introduction

Maase respects your privacy. This Privacy Policy explains how we collect, use, and protect user information when you use the Maase platform — whether through our website, mobile app (including the Maase Chef app for home cooks), or any other service we offer. By using Maase, you agree to the practices described in this policy.

It also covers the Maase customer app, which you use to browse kitchens and order meals.

Information We Collect

We may collect personal information such as your name, phone number, delivery address, email address, and order history. We may also collect device information and, with your permission, location data, as described below. We create an account id when a phone number is verified.

If you cook with Maase Chef, we also collect the details below so you can register a kitchen, list meals, get paid, and contact support. Some of these are optional to sign in, and are asked only when you verify a kitchen, complete a compliance check, or request a payout.

• Precise GPS coordinates saved for kitchen verification. We store latitude, longitude, accuracy, and a location label. Location is requested only while you are using the app. You can refuse the permission; kitchen verification cannot be submitted without those coordinates.
• Date of birth and gender, if you save them on your profile.
• Photos: profile photos, meal photos, kitchen photos taken for kitchen verification, and document photos you upload.
• FSSAI licence number and FSSAI certificate, and other compliance files you choose to upload (such as PAN, a rental agreement, or an electricity bill, as a PDF, JPEG, or PNG).
• Aadhaar. We store only the last 4 digits. When you verify through DigiLocker or an Offline Aadhaar XML, that check is carried out for Maase by the identity provider. We do not keep the full Aadhaar number.
• PAN and GSTIN, where you provide them for tax or kitchen compliance.
• Bank account number, IFSC, account-holder name, and UPI id, so we can pay you.
• Packaging payments processed by Razorpay. Maase keeps the payment reference (such as the order id and payment id). Maase does not store your card details or your UPI PIN.
• Purchase and earnings records, including packaging orders you pay for and meal orders you fulfill, together with amounts and status.
• Support chat contents, when you message Maase in the app.
• Text you write for your kitchen and meals, such as the kitchen name, meal title, and description.
• Push token (Expo / Firebase Cloud Messaging) and device platform, if you allow notifications, so we can send service messages.
• Diagnostics, including Expo update checks (app version and update id). If crash reporting is enabled, crash data is collected via Sentry (device model, operating system, app version, and related diagnostic context).

Your phone number is required to sign in. The one-time password (OTP) is sent by an SMS provider (MSG91). The app does not read SMS or MMS on your phone. Address suggestions are provided by Google Places; we do not keep what you type as a search history. We do not collect an advertising identifier, and we do not read your contacts, calendar, or email inbox.

If you use the Maase customer app, we also collect the details below so you can sign in, place orders, and manage your account.

• Phone number and an SMS one-time password (OTP) to sign in, sent by MSG91. The app does not read that SMS.
• Optional profile details, if you choose to add them: a profile photo (from your camera or photo library), email address, gender, and date of birth.
• Precise and approximate location, only while the app is in use, and only if you allow it. We use it to find nearby kitchens and to set the delivery address. You can refuse the permission.
• Order and purchase history, including the meals you order, amounts, and status.
• Meal payments processed by Razorpay. Razorpay processes the payment. Maase does not store your card number, CVV, or UPI PIN.
• Support chat messages you send in the app. An AI model provider (Anthropic or OpenAI) processes those messages. Strings that look like a one-time password, phone number, PAN, or account number are stripped before messages are stored.
• Push notification token (Expo / Firebase Cloud Messaging), device and app identifiers, and crash diagnostics via Sentry.
• In-app usage data on production builds only, including session replay, as described under Cookies below. Text inputs and images are masked in those replays.

Maps in the customer app are shown with Google Maps, which also provides address autocomplete and geocoding. On iOS, Apple Maps may be used. While you track an order, the app shows the delivery rider's location. That view uses the rider's location. It does not track your device for order tracking.

How We Use Your Information

Information collected is used to process your orders, connect customers with home cooks and delivery partners, operate your account, send service notifications (including one-time passwords and order updates), and provide customer support. For home cooks, we also use it to verify the kitchen, complete food-safety and identity checks, and send payouts. Crash and diagnostic data, when collected, is used to keep the app reliable. We may also use aggregated and anonymised data for research and analytics purposes to improve the platform.

In the Maase customer app, location you allow (precise or approximate, and only while the app is in use) is used to find nearby kitchens and to set the delivery address. Order and purchase history is used to fulfill the meal and to show past orders. The app shows the delivery rider's location so you can track an order, and does not track your device for that. In-app analytics on production builds help us understand how the app is used and to fix problems.

Data Sharing

Your information may be shared with home cooks and delivery partners strictly for the purpose of order fulfillment — such as sharing your delivery address with the delivery partner assigned to your order. For a cook's kitchen, a delivery partner such as Shadowfax may receive the pickup address and a contact number so a rider can collect an order.

When you place an order in the Maase customer app, the home cook receives limited order details needed to prepare the meal. The delivery partner (Shadowfax) receives the delivery address, contact, and order reference so the meal can be delivered.

The following service providers process data on Maase's behalf, and only to operate the service. They do not use it for their own advertising:

• Supabase — accounts, orders, files, messages, and other app data we store.
• Razorpay — packaging payments. Card details and UPI PIN are handled by Razorpay. Maase does not store them.
• MSG91 — the SMS provider that sends your one-time password. The app does not read that SMS.
• Resend — email verification messages, when you add an email address.
• Google Places — address suggestions while you type an address.
• Expo and Firebase Cloud Messaging — delivery of push notifications Maase sends, using the push token.
• Sentry — crash data, only if crash reporting is enabled.
• DigiLocker (or the identity provider we have configured) — Aadhaar verification, only when you use DigiLocker or an Offline Aadhaar XML.
• Shadowfax — delivery of an order, as a delivery partner.
• Razorpay — meal payments in the Maase customer app. Card numbers, CVV, and UPI PIN are handled by Razorpay. Maase does not store them.
• Google Maps — map display, address autocomplete, and geocoding in the Maase customer app. Apple Maps may be used on iOS.
• PostHog — in-app analytics and session replay for the Maase customer app, on production builds only, hosted in the European Union. Text inputs and images are masked.
• Anthropic or OpenAI — processing of support chat messages in the Maase customer app. Strings that look like a one-time password, phone number, PAN, or account number are stripped before messages are stored.

We do not sell, rent, or trade your personal data. We do not share it for advertising. We disclose information where the law requires it, or where it is needed for order fulfillment as described above.

Data Security

Maase takes reasonable and appropriate steps to protect your personal information. Data is encrypted in transit: the website and the apps send information over HTTPS. We use secure technology, encrypted connections, and operational safeguards to prevent unauthorised access, disclosure, alteration, or destruction of your data. While we strive to protect your information, no method of internet transmission or electronic storage is 100% secure.

Cookies

Our website may use cookies and similar tracking technologies to keep the site working and to understand how the website is used. You can control cookie settings through your browser settings. Disabling cookies may limit certain features of the platform.

We use PostHog to measure page views, clicks, and how visitors move through the public website, including session replay of marketing pages. Form inputs are masked in those recordings. We use this to understand which parts of the site are useful and to fix problems. We do not send your name, email address, phone number, or the text you type into forms to PostHog.

PostHog processes this usage data in the European Union. That is a cross-border transfer, separate from the personal information we store in order to run orders and chef applications. It is used only to understand and improve Maase.

In the Maase customer app, we use PostHog for in-app analytics and session replay on production builds only. Text inputs and images are masked in those replays. PostHog hosts this usage data in the European Union. You can opt out at any time with Share usage analytics under Account Settings.

Updates to This Policy

This Privacy Policy may be updated periodically to reflect changes in our practices, legal requirements, or platform features. We will notify users of significant changes through the platform or via email. Users are encouraged to review this policy from time to time to stay informed.

Your Rights

You have the right to access, correct, or request deletion of your personal data. You may also opt out of marketing communications at any time.

In the Maase Chef app, you can delete your account yourself: Profile > Account Settings > Delete Account. Confirm with the one-time code we send to your registered phone number. Deleting the account removes it and signs you out. Kitchen, meals, and personal and compliance details are removed from the live account. Order, earnings, and payout records are retained for finance and legal reasons, without your personal details. Deletion is not available while an order is still active. The same steps are on our Delete Maase Chef account page. If in-app deletion does not complete, email us at the address below and ask us to delete the account.

In the Maase customer app, you can delete your account yourself: Profile tab > Account Settings > Delete Account. Confirm the prompt, then enter the one-time code we send to your registered phone. Deactivate Account, on the same screen, is a pause, and signing in again restores the account. Deletion cannot go through while an order is active. Finish or cancel the order first. Login credentials and sessions, push tokens, notifications and notification preferences, saved addresses, saved payment links, referral codes, favourites, and meal alerts are removed. Assigned coupons are deactivated. Personal profile details (name, phone, email, photo, gender, and date of birth) are removed. If the account has payment history, order and payment/invoice records and ratings are kept, stripped of personal details and labelled "Deleted account", for tax, accounting and legal reasons. They are retained for finance and legal reasons, including tax and any pending payment, refund, or dispute. Those records are kept without your personal details. If there is no payment history, the account record, ratings, and referral links are fully deleted. Support tickets and chat conversations may be kept for dispute resolution. The same steps are on our Delete Maase account page. You can also email connect@maaseindia.com from your registered email address, or with your registered phone number, and ask us to delete the account.

To exercise these rights or for any privacy-related queries, please contact us at the email below.