Privacy Policy

1. Who we are

This Privacy Policy explains how Elvenwood Private Limited ("Elvenwood", "we", "us", or "our") handles personal information collected through our website elvenwood.in, our Experience Centre, and the customer-service channels listed on our site.

Registered office: Experience Centre, Bommasandra Industrial Area, Bangalore 560099, Karnataka, India.

For privacy-related queries, please email info@elvenwood.in. (The current WhatsApp / phone number is published in our site footer and may change over time; for written privacy queries please use email.)

2. Information we collect

We collect only the information needed to respond to your inquiry, deliver your project, and improve our service.

Information you give us

• Lead enquiry forms — name, phone number, and an optional description of your project.
• Experience Centre visit form — name, email, phone number, and what you are looking for.
• WhatsApp messages — your phone number, message contents, photos or floor plans you choose to share, and any other details you send us.
• Phone calls and emails — the contact details you use, plus the contents of the conversation.
• Project records — once you become a customer, the design, measurement, payment, and delivery details required to fulfil your order.

Information we collect automatically

• IP address, approximate location, device and browser information.
• Pages viewed, referring URL, time spent, and basic interaction events (used in aggregate to improve the site).
• Standard server logs from our hosting provider.

3. How we use your information

• Respond to your enquiry and send you a quotation.
• Schedule and follow up on Experience Centre visits or site measurements.
• Design, manufacture, deliver, install, and service your project.
• Process payments and provide warranty support.
• Improve our website, content, and customer experience.
• Comply with applicable law (taxation, contract, consumer protection).

We do not sell your personal information. We do not send marketing broadcasts without your consent.

4. WhatsApp Business communications

We use WhatsApp's Business platform — operated by WhatsApp LLC and its affiliates ("Meta") — as one of our primary customer-service channels. Our current WhatsApp Business number is the one shown in the site header, footer, and contact CTAs.

Messages you send to us on WhatsApp travel through Meta's infrastructure. WhatsApp's own privacy practices and terms apply to that processing in addition to this policy. Please review:

• WhatsApp Privacy Policy
• WhatsApp Business Solution Terms
• WhatsApp Business Messaging Policy

Opt-in

By initiating a WhatsApp chat with us — for example by tapping a "WhatsApp Us" link, scanning our QR code, or messaging the number shown on our site — you consent to receive replies on WhatsApp related to your enquiry.

Customer-service window

We respond inside WhatsApp's standard 24-hour customer-service window. If 24 hours pass with no message from you, we will not message you again unless you message us first or you have given us specific consent to send a follow-up template.

No marketing without consent

We do not send promotional broadcasts, marketing templates, or unsolicited offers over WhatsApp. Quotations, design updates, delivery schedules, and warranty messages are sent only in response to your enquiry or active project.

Opt-out

You can stop receiving messages from us at any time by replying STOP, blocking our number, or deleting the chat. We will honour the request within 7 days and stop sending non-transactional messages. Transactional messages strictly tied to an active order (e.g. delivery slot confirmations) may continue until the order is closed.

How we use what you send

• Internal use — message contents, photos, and floor plans are shared internally with our design, factory, and installation teams only to fulfil your project.
• No third-party marketing — we do not sell, rent, or share WhatsApp conversations with third parties for advertising.
• Retention — chat history is kept on our business devices for up to 24 months for service follow-up and warranty support, after which it is deleted.

5. Cookies and tracking

For visitors identified as being in India, analytics and advertising start automatically and we show a small cookie notice. You can turn either off using Cookie settings in the notice or footer. Closing the notice only hides it; it does not save consent or turn tracking off. A previously saved choice, including rejection, takes priority.

For visitors outside India, or when we cannot determine the location, optional analytics and advertising stay off until you choose. Cookie settings first offers Accept all, Necessary cookies only and Customize. Necessary cookies only turns off both optional categories. Customize shows the individual toggles, Reject all and Save selected cookies. Our hosting provider determines the country from the connection's IP address; we do not request your device's precise location. This regional default is checked on each page and is not stored as your consent.

• Necessary site functions and enquiry attribution (always on) — security, enquiry submission and your saved cookie choice. We also keep first-party campaign details in elvenwood_attribution_v1, including campaign tags, click identifiers, landing page and referrer, even if you reject optional cookies. These details accompany an enquiry you choose to submit so we can understand how you found us. Cookieless Vercel Analytics and Speed Insights continue to measure website traffic and performance.
• Analytics (optional) — when enabled under the choices above, allows Google Analytics cookies and loads Zoho PageSense, Microsoft Clarity and Zoho SalesIQ. PageSense and Clarity measure page use, heatmaps and, where enabled, session recordings of scrolling, taps and clicks. Form inputs and names repeated in confirmation messages are masked in recordings. Clarity may use _clck and _clsk cookies and Microsoft-domain cookies; its data is stored on Microsoft Azure.
• Visitor engagement (part of Analytics) — SalesIQ can record pages visited, time spent and traffic source. If you provide contact details in an enquiry, that browsing history may be linked to the enquiry in our CRM. The optional website chat widget loads while Analytics is enabled. Enquiry forms, calls and WhatsApp remain available with either choice.
• Advertising (optional) — when enabled under the choices above, allows Google's advertising storage, ad user data and ad personalisation signals for conversion measurement and advertising features. After an enquiry is accepted, we may send Google a one-way hash of your phone number and, where provided, email address to help match enquiries and later CRM outcomes to our ads. The website does not include those contact details in ordinary analytics events.

What happens when optional cookies are off? Google tags still load in Advanced Consent Mode and may send cookieless measurement signals with consent denied. Rejecting optional cookies does not turn off those signals, first-party enquiry attribution or cookieless Vercel measurements. PageSense, Clarity and SalesIQ do not load while Analytics is off.

Changing or withdrawing consent. Open Cookie settings and select Necessary cookies only to turn off both optional categories. For individual choices, select Customize, change the toggles and select Save selected cookies, or select Reject all. Closing settings or going Back does not save changes. Turning off Analytics after trackers have started reloads the page to stop their running code; please finish any enquiry first. We remove accessible first-party analytics or advertising cookies for the category you turn off. This does not erase data already received by providers or cookies on their own domains; contact us about deletion requests.

6. Third parties we share data with

We share personal information only with service providers and partners who help us run the business. Each operates under its own privacy policy:

• Google — analytics, Ads conversion measurement, embedded Maps. Google Privacy Policy.
• Meta / WhatsApp — customer messaging. See section 4 above.
• Microsoft — website session recordings and heatmaps (Clarity); data stored on Microsoft Azure. Microsoft Privacy Statement.
• Vercel — website hosting and analytics. Vercel Privacy Policy.
• Zoho — customer relationship management (CRM), website visitor engagement (SalesIQ), and website usage analytics (PageSense); data hosted on Zoho's India data centre. Zoho Privacy Policy.
• Logistics and installation partners — only details needed to deliver and install your project.
• Government and regulators — when required by law (tax filings, court orders, etc.).

7. Data retention

• Lead enquiries — up to 36 months from your last contact, after which we delete or anonymise them.
• WhatsApp conversations — up to 24 months on our business devices.
• Customer project records — up to 10 years to support our standard warranty period and statutory record-keeping.
• Tax and accounting records — as required by Indian law (currently 8 years).
• Analytics data — per Google's defaults (currently 14 months for GA4 user-level data).
• Cookie choices — your explicit choice and its date are remembered in ew_consent_v1 for up to 12 months in this browser, using local storage and a first-party cookie. After expiry, clearing browser storage or a change to the consent version, the regional default described above applies again. Closing the small notice is remembered for the current tab session only and is not saved as consent.
• Session recordings (Microsoft Clarity) — Microsoft keeps individual recordings for 30 days from the visit (a small sample and any we mark as favourites for up to 9 months) and heatmap data for up to 9 months; Zoho PageSense recordings and heatmaps follow the retention of the applicable PageSense plan.
• Visitor engagement data (Zoho SalesIQ) — browsing history linked to an enquiry follows the lead-enquiry retention above (up to 36 months from your last contact); unlinked visit data is retained per Zoho SalesIQ's defaults.

8. Your rights under the DPDP Act 2023

If you are in India, the Digital Personal Data Protection Act, 2023 gives you the right to:

• Access the personal data we hold about you.
• Have inaccurate or incomplete data corrected.
• Request erasure of your personal data, subject to our legal retention obligations.
• Withdraw consent you previously gave us.
• Nominate another individual to exercise your rights in case of incapacity or death.
• File a grievance with us before approaching the Data Protection Board.

To exercise any of these rights, email info@elvenwood.in with the subject line "Privacy request". We will acknowledge within 7 days and respond within 30 days.

9. Children's privacy

Our services are intended for adults purchasing or considering home interiors. We do not knowingly collect personal information from children under 18. If you believe a child has provided us with personal data, please contact us and we will delete it.

10. Security

We protect your personal information using reasonable technical and organisational measures, including:

• HTTPS / TLS encryption for traffic to our website.
• Access controls so only the team members who need information to do their job can see it.
• Confidentiality obligations on our employees and contractors.

No method of transmission or storage is 100% secure. If a breach affects your data, we will notify you and the appropriate authority as required by law.

11. International data transfers

Some of our service providers (notably Google, Meta/WhatsApp, and Vercel) process data on servers outside India. They operate under their own published safeguards and contractual commitments. By using our site or contacting us, you acknowledge that your data may be processed outside India for these limited service-provider purposes.

12. Changes to this policy

We may update this policy from time to time — for example, to reflect new tools we use or changes in law. The "Last updated" date at the top of the page will always show the latest revision. Material changes will be highlighted on this page.

13. Contact us

For any privacy-related questions, requests, or grievances:

• Email: info@elvenwood.in
• Postal mail: Elvenwood Private Limited, Experience Centre, Bommasandra Industrial Area, Bangalore 560099, Karnataka, India

The current WhatsApp / phone number is published in the site footer; please use email for written privacy queries so we have a clear record.