Privacy Policy.

This Privacy Policy explains how Neo San Private Limited (“Neo San”, “we”, “us”) collects, uses and protects your personal data — both on our website neosan.in and in the Neo San app, the companion app used to operate and monitor the Neo-X on-site incinerator. We are based in Bangalore, India, and we comply with India’s Digital Personal Data Protection Act, 2023 (DPDP Act). Where something applies only to the website or only to the app, we say so.

What we collect

In the Neo San app

• Account data — your name, email address and phone number. App accounts are set up and managed by Neo San for the people who operate a Neo-X; you sign in with the credentials issued to you.
• Device data — for each Neo-X linked to your account: the unit’s identifier(s), status, temperature, burn-cycle data, run times, and error and maintenance logs. This is operational data reported by the machine to the app and our backend.
• A reference location you set — you can give each machine a location label (for example, a site or building name) so you can tell your units apart. This is a free-text reference that you enter; it is not verified by us. The app does not use your phone’s GPS or location services to set, check or track this — or for anything else.
• App usage & technical data — the limited information needed to run and support the app: your in-app activity (such as confirming a burn cycle), the app version, your device model and operating system, and your IP address (recorded in standard server logs). We do not collect advertising identifiers.

On this website

• Inquiry form (contact page): your name, organisation, email, phone number, area of interest and message.
• Newsletter signup (news page): your email address.
• Savings calculator: the building type and size you enter are processed in your browser to show an estimate. If you click “email this estimate to our team”, your email program opens a pre-filled message — nothing is sent until you send it yourself.
• Basic technical data: like most websites, our host may log standard request data (such as IP address and browser type) for security and reliability. We do not use advertising or tracking cookies.

How we use it

• To operate and monitor your Neo-X — show its status and data, and keep it running correctly.
• To deliver alerts — status, error and maintenance notifications for your units.
• To provide diagnostics and support — investigate issues and help your team.
• To keep your account and our systems secure, and to prevent misuse.
• To improve the product and understand how our units and app are used.
• On the website: to reply to your inquiry, schedule an assessment, and — only if you subscribed — send you product news (every email has an unsubscribe link).

What we do not do

We do not sell, rent or trade your personal data. We do not use it for advertising and we do not share it with advertisers or data brokers. We do not use it for automated decision-making or profiling. The app contains no third-party analytics, advertising or crash-reporting SDKs — we do not use Google Analytics, Firebase, Crashlytics or any similar service.

Who processes your data

We keep the list of people who can touch your data short, and we share it only as needed to run the service:

• Cloud hosting — your account and device data are hosted on Amazon Web Services (AWS), our cloud infrastructure provider, which processes the data only to host our service, on our instructions, and not for its own purposes.
• Website forms — submissions from this website are delivered to our inbox by FormSubmit (formsubmit.co), a form-handling service, and then handled by our team over email.

These providers act as our processors. Beyond them, we disclose personal data only where the law requires it (for example, a valid legal request).

How long we keep it

We keep your app account and device data for as long as your account is active and your Neo-X is under our service, and for as long as we need it for support, warranty and legal or compliance records. We keep website inquiry and newsletter information for as long as needed to assist you and maintain our business records, and no longer than the law requires. You can ask us to delete your data at any time (see below).

How to delete your account and data

App accounts are provisioned and managed by Neo San, so account deletion is handled by request:

• Email support@neosan.in from your registered email address (or ask your Neo San administrator) and tell us you want your account and data deleted.
• We will verify the request, and our team will delete your account and the personal data associated with it within 30 days — except for any records we are required by law to keep.
• Device data tied only to your account is removed with it. Any data that has been aggregated or anonymised so it no longer identifies you may be retained.

There is no self-service “delete account” button inside the app today; this email route is how to request deletion. You can also use it to request a copy or correction of your data.

Your rights

Under the DPDP Act, you have the right to access the personal data we hold about you, ask us to correct or update it, ask us to erase it, and withdraw any consent you previously gave (for example, to our newsletter). To exercise any of these, email support@neosan.in or our Grievance Officer (below), and we’ll act on your request promptly.

How we protect it

The website and the app communicate over HTTPS/TLS (encrypted in transit), and stored data is protected by the access controls and encryption-at-rest of our cloud infrastructure. We limit access to your data to the team members who need it, and we apply reasonable technical and organisational measures to keep it safe. No method of transmission or storage is completely secure, but we work to protect your data and respond quickly if something goes wrong.

Children

The Neo San app and this website are intended for businesses and adults who operate or evaluate waste equipment. They are not directed to children, and we do not knowingly collect personal data from anyone under the age of 18.

Changes to this policy

We may update this policy as our practices or the law evolve. When we do, we’ll revise the “last updated” date above; material changes will be reflected on this page and, where appropriate, notified in the app or by email.

Contact & grievances

For any question about this policy, to exercise your rights, or to raise a grievance about how your data is handled, contact our Grievance Officer under the DPDP Act:

Faisal Ansari — Chief Operating Officer, Grievance Officer
Neo San Private Limited, Bangalore, India
Email: support@neosan.in
General contact: info@neosan.in  ·  +91 97419 20269

We respond to grievances within the timelines required by the DPDP Act.