Privacy Policy

1. Who we are and what this policy covers

1.1 This Privacy Policy explains how Feynman Technology Private Limited (“Tilt”, “we”, “us” or “our”), HD-139, WeWork Salarpuria Magnifica, 13th Floor, 78 Old Madras Road, Mahadevapura, Bengaluru, Karnataka 560016, collects, uses, shares and protects your personal data.

1.2 It covers the Tilt app, our website at tilt.bike, our bikes, docks and stations, and the ways you can contact us, such as in-app help, email and WhatsApp. Together we call these the “Service”.

1.3 This policy doesn’t cover other companies’ apps or websites that we link to, or partner brands’ own use of data you agree to share with them (section 4.2). Their own privacy policies apply.

1.4 Please read this policy alongside our Terms of Service.

2. What we collect

2.1 We collect only what we need to run rides, take payments and help you:

Account details: your name, mobile number, email address, gender, year of birth, home community and profile photo.
Ride details: the bikes and stations you use, when you ride, and what you’re charged.
Payment details: what you buy and pay, and your invoices.
What you send us: messages, photos, ride ratings and survey answers, whether through the app, email, WhatsApp or our website.
Device and app data: your device type, app version, crash reports, how you use the app, and whether our messages reach you.

2.2 The app may ask for access to your camera, photos, location and notifications. We use each one only for the features that need it, such as scanning dock QR codes or showing stations near you. You can turn any of them off in your phone’s settings, though some features may then stop working.

3. How we use your data

3.1 We use your personal data to:

run the Service: create your account, unlock bikes, run rides, apply your pass, take payments, issue invoices, send ride receipts and alerts, answer your messages and support requests, and repair bikes;
send you offers and news by WhatsApp, push notification and email, which you can turn off (section 8.4);
understand how the app is used and improve it, using data linked to a number rather than your name;
show leaderboards and streaks, which you can hide yourself from (section 8.4);
give you a partner brand’s sponsored pass, if you agree when you claim it (section 4.2);
prevent misuse and fraud, and enforce our Terms;
keep tax records, meet other legal duties and respond to lawful requests.

3.2 We also combine ride data into overall numbers, such as rides per community, to plan where bikes and stations go and to report to the communities we work with. These numbers don’t identify you.

3.3 We may use AI tools to help us read, sort and reply to messages you send us, whether through in-app help, email or WhatsApp. Some replies may be written by AI. You can always ask to talk to a person.

3.4 We don’t sell your personal data.

4.1 We use service providers for cloud hosting and storage, payments, OTPs and messaging (SMS, WhatsApp, email and push notifications), customer support, maps, app analytics, crash reporting, internal team tools and AI tools. They may use your data only to provide their service to us. Ask us if you’d like to know which providers we use.

4.2 When you claim a free pass sponsored by a partner brand, we’ll ask you to agree before we share anything. If you agree, we share your name, phone number, age, gender, community and city with that brand. The brand then uses your data under its own privacy policy. We share only for the offers you claim.

4.3 The communities and Resident Welfare Associations we work with get only overall numbers, such as rides and sign-ups in their community. We don’t give them your name or contact details.

4.4 Other Tilt riders can see your name, community, city and riding stats if you appear on a leaderboard or streak list in the app. You can hide yourself (section 8.4).

4.5 We share personal data with the police, courts or government authorities when the law requires it, or when it’s needed to protect someone’s safety or our bikes, for example when we report a lost bike.

4.6 If we merge with or sell our business, your data may pass to the new owner, who must use it as this policy describes.

5. Children

5.1 Tilt accounts are only for adults aged 18 or over.

5.2 Children under 18 may ride only on a parent or guardian’s account, as our Terms of Service explain. We don’t create profiles for children or record which child is riding. The only personal data we hold is the account holder’s.

5.3 We don’t knowingly collect personal data from anyone under 18. If we learn that an account belongs to someone under 18, we’ll close it and delete its data, except records the law requires us to keep. If you’re a parent and think your child has signed up, contact us (section 10).

6. Where we store your data and how long we keep it

6.1 Our main database, servers and file storage are in India. Some of our service providers process data outside India, mostly in the United States and Europe (section 4.1). When your data leaves India, we use providers that protect it to recognised security standards, and we follow any limits the Government of India sets on such transfers.

6.2 We keep your data only as long as we need it:

Account details: while your account is open, and up to 30 days after you close it.
Ride, payment and invoice records: up to 8 years, as tax and accounting laws require.
Support messages and photos: while your account is open.
Logs, analytics and crash reports: up to 1 year.
Backups: up to 14 days after data is deleted from our main systems.

6.3 We keep data for longer only if a law, a court or a government authority requires it, or while we resolve a dispute or investigate misuse.

7. How we protect your data

7.1 We protect your data with reasonable security measures, including:

encryption (HTTPS/TLS) for all data travelling between the app, our website and our servers;
databases on private networks that can’t be reached from the internet, encrypted at rest by our cloud providers;
access to rider data, and to sensitive actions on accounts, only for Tilt staff who need it for their work;
payments handled by Razorpay, which is certified to the PCI DSS card security standard, so we never see your card details.

7.2 No system is completely secure. If a data breach affects you, we’ll tell you without delay through the app or your registered email or phone, and report it to the authorities as the law requires.

8. Your rights and choices

8.1 See your data. You can ask us for a summary of the personal data we hold about you, how we use it, and who we’ve shared it with.

8.2 Correct your data. You can update your email address, phone number, photo and home community in the app. For anything else, such as your name, ask us.

8.3 Delete your account. Email support@tilt.bike from your registered email address, or message us through in-app help, and ask us to delete your account. We’ll confirm it’s you, then close the account once any ongoing ride has ended and any money you owe is paid. We’ll delete your data within 30 days, except the records in section 6.2 that the law requires us to keep. Any remaining pass days and wallet balance are lost when your account closes.

8.4 Turn things off. You can change your mind at any time:

WhatsApp messages: turn them off in the app’s settings. This stops all WhatsApp messages from us, including ride receipts.
Push notifications: turn them off in your phone’s settings.
Promotional emails: write to support@tilt.bike.
Leaderboards: hide yourself in the app’s settings.
Partner brands: we stop sharing your data for new offers once you tell us. For data already shared, contact the brand directly.

Turning something off doesn’t undo what we did with your data before you changed your mind.

8.5 Name someone to act for you. You can name a person to exercise these rights for you if you die or become unable to do so yourself.

8.6 How to ask. Write to support@tilt.bike or use in-app help. To protect your account, we’ll check your request comes from your registered phone number or email address. We’ll respond within 30 days.

8.7 Complain. If you’re unhappy with how we’ve handled your data, contact our Grievance Officer (section 10).

9. Our website and cookies

9.1 Our website, tilt.bike, may use cookies and similar technologies to work properly and to understand how it’s used. Some pages may include content or links from other companies, which may set their own cookies. You can block or delete cookies in your browser settings, though parts of the site may then not work.

9.2 If you contact us through our website, we use what you send to reply to you.

10. Contact us, complaints and changes to this policy

10.1 For everyday questions about your data, email support@tilt.bike or use in-app help.

10.2 Our Grievance Officer handles privacy questions and complaints:

Name: Deepak VS, CEO
Address: Feynman Technology Private Limited, HD-139, WeWork Salarpuria Magnifica, 13th Floor, 78 Old Madras Road, Mahadevapura, Bengaluru, Karnataka 560016
Email: deepak@tilt.bike

We’ll acknowledge your complaint within 48 hours and aim to resolve it within one month of receiving it.

10.3 If we haven’t resolved your complaint, you can take it to the Data Protection Board of India.

10.4 We may update this policy when our Service or the law changes. If a change affects you significantly, we’ll tell you in the app or by email at least 7 days before it takes effect.