Privacy Policy

This Privacy Policy explains how TWVLV Lifestyle Private Limited ("TWVLV", "we", "us" or "our") collects, uses, stores, shares and protects personal data when you use our website, products, customer support channels, communications and, where applicable, the TWVLV mobile application or connected speaker features.

This policy is intended to be read with our Terms & Conditions, Purchase Policy, Shipping Policy, Cancel Order Policy, FAQs and any product-specific notices.

1. Company Information

• Legal entity: TWVLV Lifestyle Private Limited.
• CIN: U26405DL2025PTC451101.
• GSTIN: 09AAMCT0461D1ZE.
• Registered Office: TWVLV Lifestyle Private Limited, A-8, Allahabad Bank CHS, Mayur Kunj, Chilla, East Delhi, Delhi 110096.
• Corporate Office: TWVLV Lifestyle Private Limited, Unit No. 15, 9th Floor, URBTECH NPX, Sector 153, Noida, Uttar Pradesh 201310.
• Customer support: care@twvlv.com | +91 94227 99616.
• Website: www.twvlv.com.

2. Personal Data We Collect

We collect only the personal data reasonably necessary for specified business, service, legal and customer-support purposes.

3. How We Collect Personal Data

• Directly from you when you browse our website, place an order, create an account, register a product, contact support, submit a complaint, subscribe to communications or use the TWVLV app.
• Automatically through cookies, log files, analytics tools, app diagnostics and device interactions where enabled.
• From service providers such as payment gateways, logistics partners, marketplaces, support tools and marketing tools, where permitted by applicable law.

4. How We Use Personal Data

• To process, confirm, ship and deliver orders.
• To provide invoices, payment confirmations, refunds, replacements, repairs and warranty support.
• To operate the website, app and supported connected product features.
• To provide firmware updates, EQ/customisation controls, diagnostics and product support where supported by the relevant model.
• To respond to customer support queries, legal notices, grievances and complaints.
• To detect fraud, secure our systems, prevent misuse and maintain service integrity.
• To send service messages such as order updates, delivery updates, warranty updates, account messages and policy updates.
• To send promotional communications only where you have opted in or where permitted by applicable law. You may unsubscribe at any time.
• To comply with tax, accounting, legal, regulatory and law-enforcement requirements.

5. Legal Basis and Consent

We process personal data for specified purposes communicated to you, based on your consent, voluntary provision of data for such purposes, performance of service obligations, compliance with legal obligations and other permitted uses under applicable Indian law.

Where consent is required, you may withdraw consent by contacting us at care@twvlv.com or through any consent-management mechanism made available on our website or app. Withdrawal of consent will not affect processing already completed before withdrawal. Some services, such as delivery, warranty or app functionality, may not be available if the required data is not provided or consent is withdrawn.

6. Sharing of Personal Data

We do not sell personal data. We may share personal data only as necessary with:

• Payment gateways and banks for payment processing and refunds.
• Logistics, courier, warehousing and fulfilment partners for delivery and returns.
• Customer support, CRM, analytics, hosting, cloud, security and technology service providers.
• Marketing and communication tools, only where communications are consent-based or otherwise legally permitted.
• Authorised service centres, repair partners and warranty-support partners.
• Professional advisers, auditors and insurers.
• Government authorities, regulators, courts, law-enforcement agencies or other parties where required by law or to protect legal rights.

We require service providers to process personal data only for authorised purposes and to apply appropriate confidentiality and security safeguards.

7. Cross-Border Processing

Personal data may be stored or processed in India or in other jurisdictions by our service providers. Where data is transferred or processed outside India, TWVLV will take steps required under applicable Indian law, subject to any restrictions notified by the Government of India, and will use contractual, technical and organisational safeguards to protect the data.

8. Data Retention

We retain personal data only for as long as necessary for the purposes described in this policy, including order fulfilment, warranty support, grievance handling, tax/accounting records, legal claims, fraud prevention and regulatory compliance. When data is no longer required, we will delete, anonymise or securely archive it in accordance with applicable law and business requirements.

9. Cookies and Similar Technologies

We use cookies and similar technologies to enable core website functionality, remember preferences, analyse traffic, improve performance, secure the website and support marketing where consent is required. You may disable cookies through your browser settings, but some website features may not function properly. Where required, TWVLV will provide a cookie notice or consent-management tool for non-essential cookies.

10. Your Rights

Subject to applicable law, you may request to:

• Access information about personal data processed by TWVLV.
• Correct or update inaccurate or incomplete personal data.
• Withdraw consent for consent-based processing.
• Request deletion or erasure of personal data where legally permissible.
• Nominate another individual to exercise applicable rights in the event of death or incapacity, where such right is available under law.
• Raise a grievance regarding personal-data processing.

Requests may be sent to care@twvlv.com or to the Grievance Officer listed below. We may verify your identity before processing a request. Some requests may be refused or limited where retention or processing is required for legal, tax, warranty, fraud-prevention, dispute-resolution or statutory purposes.

If you are not satisfied with the resolution of a privacy-related grievance, you may have the right to approach the Data Protection Board of India in the manner provided under applicable law, after first giving TWVLV an opportunity to resolve the grievance.

11. Children and Minors

Our website, services and app are intended for users who are at least 18 years old. We do not knowingly collect or process personal data of children under 18 years of age, except where permitted under applicable law and, where required, with verifiable consent from a parent or lawful guardian. If you believe a child has provided personal data to us without appropriate consent, please contact us so that we can take appropriate action.

12. Data Security and Breach Handling

We use reasonable technical and organisational safeguards, including access controls, secure payment gateways, encryption where appropriate, vendor controls and internal access restrictions. No method of transmission or storage is completely secure. TWVLV is not liable for breaches caused by events beyond its reasonable control, but we will take legally required steps to respond to any personal-data breach and notify affected parties and authorities where required by applicable law.

13. Third-Party Links and Marketplaces

Our website, app or communications may contain links to third-party websites, payment gateways, marketplaces or service providers. Their privacy practices are governed by their own policies. TWVLV is not responsible for the privacy practices of third-party websites or platforms not controlled by us.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with a revised Last Updated date. Where required by law, we will seek consent or provide notice before material changes take effect.

Contact and Grievance Officer