Privacy Policy

About This Privacy Policy

This Privacy Policy explains how Silifarm Technologies Private Limited, operating the Matri brand and mymatri.com, collects, uses, shares and protects personal information when you browse our website, place an order, register a product or warranty, contact support, participate in a promotion, or otherwise interact with us.

Our Registered Office is at LP. JH 1/9, Banipur, Charu Chand Pal Road, Howrah, West Bengal – 711304. Our Office Address is 2nd Floor, 20/1/5 Bhagaban Chatterjee Lane, Kadamtala, Howrah, West Bengal – 711101.

This Policy applies to current and former visitors, customers and users, including related offline interactions. Silifarm Technologies Private Limited is registered under the Companies Act, 2013. By using the website or services, you acknowledge the practices described here, subject to applicable privacy rights.

Information We May Collect

• Identity and contact information: name, email address, mobile number, billing and shipping address, city, state, PIN/postal code and country.
• Order and fulfilment information: products ordered, order value, delivery instructions, courier/3PL tracking information, return or RTO status and related customer-service records.
• Payment and transaction information: payment method, transaction or payment ID, payment status, refund status and other transaction references made available to us by our payment partners.
• Customer-support information: messages, photographs, videos, invoices, Device IDs, warranty details and information supplied for a return, refund, replacement or service request. This can include the Customer/Matri Pro Device User’s account of using the device, where relevant to a satisfaction or function complaint.
• Technical and usage information: IP address, browser/device type, operating system, cookies, website activity, referring pages and similar analytics or security information.
• Marketing and preference information: communication preferences, survey responses, reviews, ratings, interests and information voluntarily shared through promotions or public/social channels.

When the purchaser and device user are different

Customer/Matri Pro Device User means the person who actually uses Matri Pro. The purchaser may be someone else, such as a partner or family member buying it as a gift.

If a purchaser contacts us for another device user, they should have that person’s permission to share their information or feedback. The actual user may contact Matri directly. Share only information relevant to the request; do not send passwords, OTPs, card security codes or UPI PINs.

Device-use and satisfaction information is handled for the support purposes, sharing arrangements and retention rules described in this policy.

Payment Information

Matri does not intentionally collect or store your full card number, CVV, UPI PIN, net-banking password or similar payment authentication credentials. Such sensitive payment credentials are entered into and processed by the relevant payment gateway, bank, UPI network or other payment-service provider.

We may receive and retain limited transaction information necessary for reconciliation, fraud prevention, order confirmation, refunds and customer support, such as the payment method, transaction ID, payment status, amount, masked instrument details or bank/payment reference.

For verified refunds, we may request bank details, the beneficiary name and proof such as a cancelled cheque or a relevant passbook/statement page.

For the purposes described here, we may also process supplied or reasonably inferred preferences, intended purchases, language, broad location/demographic information, survey responses, session/referral activity, server logs and pixel information.

How We Collect Information

• Directly from you when you place an order, fill out a form, register a warranty, contact support, submit a review or otherwise provide information to us.
• Automatically through cookies, analytics, security tools and similar technologies when you use our website.
• From service providers and business partners such as payment gateways, our commerce platform, courier/3PL partners, communication providers and analytics services where needed to complete a transaction or provide support.

How We Use Personal Information

We may use personal information to:

• process, confirm, fulfil and track orders;
• coordinate delivery, RTO, reshipment, returns, refunds, replacements and warranty services;
• verify payments, investigate payment discrepancies, duplicate collections or fraud;
• respond to customer-support and grievance requests;
• send transactional messages by email, SMS, WhatsApp or other permitted channels;
• improve our products, website, service quality and customer experience;
• perform analytics, security monitoring and fraud prevention;
• send marketing communications where permitted and according to your preferences; and
• comply with legal, tax, accounting, regulatory or law-enforcement obligations and protect our legal rights.

We may use cancellation and delivery history, customer/account IDs, registered contact details and relevant security signals, including IP addresses, to review repeated order misuse and administer order restrictions under the Cancellation Policy and Terms & Conditions. We assess verified activity and linked-account records; a shared IP address alone is not sufficient for a permanent restriction. Access to these records is limited as appropriate, and retention follows the necessity and legal-purpose principles in the Data Retention and Security section below.

When We Share Information

We may share only the information reasonably required with:

• payment service providers and banks for payment processing, reconciliation and refunds;
• courier and 3PL partners for shipment creation, tracking, delivery, RTO, loss investigation and reshipment;
• technology and commerce providers that host or support our website, customer communications, analytics, security or business operations;
• professional advisers, authorities or regulators where disclosure is required by law or reasonably necessary to establish, exercise or defend legal rights; and
• successors or acquirers in connection with a merger, restructuring, investment, sale or transfer of all or part of the business, subject to applicable law.

We do not sell personal information to advertisers.

Processing Outside India

Some providers, including commerce/hosting, payment, analytics, cloud, CRM, WhatsApp/SMS or other communication services, may process information outside India. Such processing is handled according to applicable legal requirements and contractual safeguards where required.

Cookies and Analytics

Our website may use cookies and similar technologies for essential storefront functions, security, preferences, analytics and marketing. You can control certain cookies through your browser or available website consent controls, although disabling essential cookies may affect site functionality.

How long we keep data and how we protect it

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including order fulfilment, warranty support, accounting, fraud prevention, dispute handling and legal or regulatory requirements.

We use reasonable administrative, technical and organisational safeguards appropriate to the information we handle. However, no internet transmission or storage system can be guaranteed to be completely secure.

Marketing Preferences

You may opt out of promotional communications by using the unsubscribe option provided in a message or by contacting Matri. Transactional communications relating to an order, payment, shipment, refund, warranty or support request may still be sent where necessary to provide the service you requested.

Third-Party Websites and Services

Our website may link to third-party websites or services. Their privacy practices are governed by their own policies, and Matri is not responsible for how those independent third parties process information outside our services.

Your privacy choices and requests

Subject to applicable law and identity verification, you may ask us to:

• Provide access to your personal information.
• Correct or update information.
• Delete information or take another action available under applicable law.
• Withdraw consent where our processing is based on consent.

Some records must be kept for legal, tax, accounting, regulatory, dispute-handling or legitimate business purposes. Use the Contact & Grievance section below to make a request.

Changes to This Policy

We may update this Privacy Policy when our services, vendors, technology or legal obligations change. The latest version published on this page will apply from its stated update date, and material changes will be communicated where required by applicable law.

Governing Law

This Privacy Policy is governed by the laws applicable in India. Nothing in this Policy limits any privacy or consumer right that cannot lawfully be waived.