Privacy Policy

This Privacy Policy explains how Lã Vego ("Lã Vego", "we", "us" or "our") may collect, use, store, verify, disclose and otherwise process information when you interact with our website, products and services.

This includes interactions involving accounts, orders, payments, delivery, customer support, returns, refunds, complaints, reviews, promotions, enquiries and suspected fraud, abuse or security incidents.

1. Information We May Collect

Depending on your interaction with us, we may collect information including:

• name, email address, telephone number and account information;
• billing, shipping and delivery information;
• order, product, quantity, price, discount and transaction information;
• payment method, payment status and payment-provider transaction references;
• delivery, courier, tracking and fulfilment information;
• cancellation, return, replacement, refund, chargeback, complaint and customer-support information;
• photographs, videos, documents, messages and other evidence voluntarily submitted in connection with a claim;
• reviews, feedback and communications;
• wholesale, gifting, contact and other enquiry information;
• marketing and subscription preferences;
• IP address, browser, device, security, diagnostic and website activity information where collected; and
• information reasonably necessary to investigate fraud, abuse, unauthorised transactions or disputes.

2. Transaction and Evidence Records

To protect customers and Lã Vego, we may maintain legitimate business records relating to orders and disputes. Depending on the circumstances, these may include order records, product information, applicable policies, timestamps, payment records, delivery records, courier information, return history, refund history, customer communications and evidence submitted in connection with a claim.

Where reasonably necessary for dispute, fraud or security investigation, submitted evidence may be compared with other legitimate records available to us.

3. Payment Information

Payments may be processed through independent payment providers. Lã Vego does not intend to directly store complete card numbers, CVVs, UPI PINs, banking passwords or similar authentication credentials.

We may retain payment method, payment status, transaction references, gateway identifiers, refund information and related records reasonably required for reconciliation, accounting, customer support, fraud prevention and dispute handling.

4. How Information May Be Used

Subject to applicable law, information may be processed for purposes including:

• providing our website and services;
• processing and fulfilling orders;
• processing payments, cancellations, returns and refunds;
• managing customer accounts;
• communicating about transactions and customer-service matters;
• administering promotions and coupons;
• maintaining accounting, tax and regulatory records;
• preventing and investigating fraud, abuse, manipulation and unauthorised transactions;
• verifying claims and submitted evidence;
• handling payment disputes, chargebacks and legal claims;
• protecting our customers, business, systems and legal rights;
• detecting security incidents and technical misuse;
• improving our services and operations;
• sending permitted marketing communications; and
• complying with applicable legal and regulatory obligations.

5. Fraud, Abuse and Dispute Prevention

We may use relevant information to detect or investigate suspected fraudulent or abusive activity, including false claims, repeated unjustified delivery refusals, payment abuse, chargeback abuse, account misuse, coupon abuse, return manipulation, product substitution, fabricated evidence or other dishonest conduct.

Where reasonably necessary and permitted by law, information relating to such activity may be retained for establishing, exercising or defending legal rights, preventing repeat abuse and responding to payment providers, authorities or dispute resolution bodies.

6. Sharing of Information

We may disclose information where reasonably necessary and permitted by law to payment providers, banks, couriers, logistics providers, technology providers, professional advisers, insurers, auditors and governmental, judicial, regulatory or law-enforcement authorities.

Information may also be disclosed where reasonably necessary to establish, exercise or defend legal claims or respond to payment disputes and suspected fraud.

We do not sell personal information merely for monetary consideration.

7. Cookies and Similar Technologies

The website may use cookies, local storage and similar technologies for functionality, authentication, carts, preferences, security, analytics, performance and other permitted purposes.

8. Marketing

Where permitted, we may send promotional communications to customers who have subscribed or otherwise lawfully agreed to receive them.

Marketing preferences do not prevent us from sending necessary transactional, account, security or customer-service communications.

9. Retention

Information may be retained for as long as reasonably necessary for the purpose for which it was collected and for legitimate operational, security, accounting, tax, regulatory, fraud-prevention, dispute and legal requirements.

A request to close an account or erase information does not necessarily require deletion of transaction or other records that we are required or permitted by law to retain.

Records relevant to an actual or reasonably anticipated dispute, investigation, chargeback or legal proceeding may be retained for an appropriate period where permitted by law.

10. Security

We use reasonable administrative, technical and organisational safeguards designed to protect information under our control.

No electronic system can be guaranteed completely secure, and we therefore cannot promise absolute security.

11. Your Rights

Subject to applicable law and applicable exceptions, you may have rights concerning your personal information, including correction, access, withdrawal of consent, erasure of eligible information and grievance redressal.

We may verify identity before acting on a request. A request does not require us to erase records that we must or may lawfully retain for transactions, taxation, security, fraud prevention, disputes or legal obligations.

12. Customer Accounts

Customers are responsible for maintaining the confidentiality of their account credentials and should notify us promptly of suspected unauthorised access.

13. Children

Our services are intended to be used in accordance with applicable age and legal capacity requirements. Where parental or guardian involvement is legally required, the service should be used accordingly.

14. Third-Party Services

Independent payment, delivery, hosting, analytics or other providers may process information under their own privacy terms. We do not control independent third-party privacy practices.

15. International Processing

Service providers may process information in different jurisdictions. Cross-border processing will be handled subject to applicable legal requirements and restrictions.

16. Changes

We may update this Privacy Policy as our business, technology or legal obligations change. The current version may be published here with an updated date.

17. Contact and Grievances

Privacy questions, requests and grievances may be submitted using the official contact information published on the website.

Additional statutory business, grievance or regulatory details will be published where required by applicable law.