Namma Safety — Privacy Policy

Draft for the private India pilot · Prepared 16 September 2026 · Call-flow wording updated 5 October 2026

The open decisions marked below still need review before these policies can be approved and take effect.

Who we are

Namma Safety is operated by Argent Nexus Communications. We help people request support from an advocate, describe what happened, and keep information connected with their request.

Indian operator location: Bangalore, Karnataka, India.

Registered street address: Awaiting confirmation before final publication.

For help or a privacy request, email support@nammasafety.com.

This draft covers the private India pilot with 5–10 known participants in total, across customer, advocate and administrator roles. The pilot uses simulated cases only.

Information you share with us

We collect information when you create an account, request help, join a call, or contact us. Depending on the features you use, this can include:

Your name, email address, phone number, language, and other profile details you choose to provide. The pilot uses email sign-in. We ask for your date of birth on first use to check that you are at least eighteen; this is self-reported and is not identity verification.
The description of your situation, answers to questions, messages, notes, and the progress of your request.
Photos, audio, videos, documents, and other material you upload. These may contain sensitive information about you or other people.
Your location when you share it to request help, including location updates collected during an active request when that feature is enabled.
The names and contact details of emergency contacts you add, their relationship to you, and the alerts sent to them.
Audio and video from a live support session under the recording requirements displayed for that call.
For advocates, professional and contact details, verification information where requested, languages, availability, assignments, and notes about support provided.
Your correspondence with our support team and feedback about the pilot.

Please share only what is needed for your request. Tell an emergency contact before adding them. During arranged test scenarios, use material supplied or approved by the participants; avoid including unrelated people’s private information.

Information collected when you use the service

We keep information needed to sign you in, secure your account, send notifications, and investigate problems. This includes sign-in history, device and app details, network addresses, notification delivery information, choices you make about consent, and records of access to sensitive material.

Passwords are stored in a protected form rather than as readable passwords. If you enable your phone’s face or fingerprint unlock, your phone performs that check. Namma Safety does not receive your face or fingerprint template through that unlock feature.

The apps and website store sign-in information and preferences on your device. Anyone with access to an unlocked device may be able to see information displayed there. Notifications may also appear on its lock screen, depending on your settings.

Why we use this information

We use information to:

Create and secure your account and help you recover access.
Receive your request and connect you with an available advocate.
Give the assigned advocate the information needed to understand and respond to your request.
Run recorded support calls and keep their recordings for case support, evidence preservation and quality moderation.
Store, organise, and provide authorised access to the material you submit.
Send account messages, updates, and emergency-contact alerts when enabled.
Review access, investigate misuse or failures, and improve the pilot using feedback and the information necessary to investigate a reported problem.
Handle privacy requests, disputes, and obligations imposed by applicable law.

Accepting the terms or a price does not count as explicit recording consent. New calls show a recording notice before media is shared; earlier sessions retain their existing recording requirements.

Live calls and recording

Live audio and video support is recorded. New live calls show every participant the recording notice before their camera or microphone is shared. There is no separate recording-acceptance prompt for those calls. Earlier sessions retain the recording requirements shown for that session. Notice display, device permission and accepting a price are not recorded as explicit recording consent. The recording can contain participants’ voices, images, surroundings, and information discussed during the call.

The whole session is recorded, independently of whether only an entry consultation fee or additional mutually agreed per-minute billing applies. Real recordings are used only for case support, evidence preservation and quality moderation. They are not reused for staff training, AI-model training or research. Staff training uses staged practice calls.

Post-session AI-assisted review is planned to flag issues for human review. No recording-analysis provider has yet been selected or approved; this draft does not say automated review is operating. Provider terms and configuration must support the no-model-training restriction. Any holds, refunds or sanctions require a human decision.

Recordings are kept as part of the support record and can be accessed only through the permissions used for the case and evidence collection. Having a staff account does not, by itself, entitle someone to join a live call.

You can choose not to join or leave the call at any time. Contact support if you want to withdraw consent for future processing or request deletion of an existing recording. Leaving a call or changing a preference does not delete an existing recording; the request must be reviewed under the retention section below.

If an accepted live audio/video call fails, an approved phone fallback may be offered. If no advocate accepts, the app instead offers retry or cancel, without a consultation charge or call-centre escalation. An ordinary phone call is outside the app’s live recording system. Any separate recording of that call must be explained and agreed before it starts.

Who receives information

Information is shared as needed with:

Your assigned advocate, to respond to your request and provide support.
Authorised Namma Safety staff, for support, case administration, security, or evidence management within their permitted roles.
Your chosen emergency contacts, when you enable the relevant alerts. An alert may reveal that you requested help and include location or other request information described when the alert is enabled.
Service providers, to run the website and apps, store information, deliver messages, and provide calls and recordings. The planned pilot uses Hostzop for hosting, MongoDB Atlas for account and case records, Hostzop’s S3-compatible storage for uploaded material and recordings, MailPortX for email, Expo and the phone platforms’ delivery services for notifications, and Agora for live calls and recording. MSG91 is used when text-message alerts are enabled.
A location lookup service, if enabled, to turn coordinates into an address or identify the relevant area. This can involve sending your precise location to that service. Its identity must be stated in the final policy if it is used in the pilot.
Other recipients required or permitted by applicable law, such as when responding to a valid legal demand. We review the request and limit disclosure to what is justified.

Agora processes live streams and may temporarily keep backup recordings if transfer to Hostzop is delayed. Completed recordings are stored in the private Hostzop evidence vault. A universal deletion deadline for temporary provider copies has not yet been confirmed.

An advocate may have separate professional duties for records they hold. We do not promise that information you voluntarily give to another person can be recalled from them. Ordinary email, SMS, and phone services also involve your communications provider.

Draft decision — provider details: Confirm the pilot’s enabled services, any address or location lookup service, the evidence-storage operator, storage countries, and provider contracts before publishing this section. This draft does not promise India-only storage or end-to-end encryption.

Your choices and requests

You can review and change available profile details in the app. You can also control device permissions for location, camera, microphone, and notifications in your phone settings. Turning off a permission may prevent the feature that needs it from working.

You can request account deletion through the customer app or by emailing support@nammasafety.com. Use the same address to request access to your information, correction, deletion of particular material, withdrawal of consent, or help with a privacy concern. Advocates can send these requests by email.

We may need to verify that a request comes from the right person. We will explain its outcome and any information that must be retained. Some records may need review because they relate to an active request, another participant, a dispute, or a legal preservation requirement. This does not remove rights available to you under applicable law.

How long information is kept

A user-requested account removal starts a thirty-day countdown from the original request. Account/profile and sign-in information are removed separately from retained case records, recordings and evidence. Minimal identity/reference information needed for those records remains protected, with restricted access. This does not mean every record or provider/backup copy disappears after thirty days.

One year after a case closes, its records become due for retention review. This is a review checkpoint, not an automatic deletion date or an approved minimum period for every category. Applicable legal holds and preservation requirements continue to protect material.

Pending advocate review: Approve category-specific retention/deletion periods and preservation exceptions, including case identity, recordings, case notes, consent/security records, provider copies and backups. An admin-entered proposed number of days is not legal approval and does not authorize deletion. Active cases remain available; a private encrypted archive for older recordings is planned, but its provider, location, cost and migration remain pending. These pending decisions do not authorize indefinite retention of all records.

Keeping information safe

The service uses account authentication, access permissions, protected connections, limited-duration download links, and access records to protect information. These measures reduce risk but cannot guarantee that a device, network, or service will never be compromised.

If you believe someone has accessed your account without permission or received material they should not have, contact support@nammasafety.com promptly. We will investigate and make notifications required by applicable law.

Children and pilot participation

This private pilot is for invited adults aged eighteen or over, including someone who is exactly eighteen. Eligibility is checked from the date of birth they provide on first use. If we learn that a child has joined, we will stop their participation and review the information already collected. A service for children would need its own participation and consent arrangements.

Questions and complaints

Email support@nammasafety.com and describe the issue without sending more sensitive material than necessary. You can ask for your concern to be handled as a privacy complaint.

Namma Safety admin and support team handles privacy complaints and removal requests. The legal reviewer must confirm the final contact presentation, process and applicable deadlines before publication.

Changes to this policy

We will date the final policy and make it available before people join the pilot. If a material change affects how information is used, we will explain the change and obtain fresh consent where needed. An updated policy does not silently authorise an unrelated use of existing recordings or evidence.