hitch is committed to protecting the privacy of individuals whose information is in our possession.
This policy outlines how we collect, use, disclose, and safeguard personal and financial data in compliance
with applicable laws and regulations. It also establishes the rights of individuals regarding their personal
data and how they can exercise these rights. Additionally, this policy ensures transparency in data handling
practices and outlines the responsibilities of hitch in maintaining data privacy.
Scope & Applicability
This Privacy Policy applies to customers and end users of hitch services, merchant partners and
business associates, employees, third-party service providers, and contractors. It also covers any
individual whose data is collected in connection with Hitch Payments' business activities, website visitors,
and mobile app users who interact with our platform. Additionally, it includes any party engaging in
contractual agreements with hitch, individuals interacting with our customer support team, and
those participating in promotional activities.
Data Collection & Usage
hitch collects and processes personal data, including but not limited to customer
identification details such as name, phone number, email, address, and government-issued ID. Financial
and transactional information, including account details and payment history, is also collected.
Business and merchant-related data, location data, device identifiers, and cookies are used for
analytics and service improvement. We gather Know Your Customer (KYC) data as mandated by regulatory
authorities and track user preferences, feedback, and customer support interactions. Communication
records, including emails, messages, and customer service interactions, are maintained for quality
monitoring and security purposes. Additionally, behavioral data such as transaction patterns and service
usage trends are analyzed to enhance user experience and detect fraudulent activities.
Privacy Commitment
hitch ensures that personal data is processed fairly, transparently, and in compliance with
legal obligations. It is used only for specified, legitimate purposes and protected with
industry-standard security measures. Data is retained only for the duration necessary for business
or legal requirements and handled in accordance with the principles of data minimization and purpose
limitation. Periodic reviews are conducted to ensure compliance with evolving privacy standards and
best practices. Hitch Payments does not share or sell personal data to third parties except as
required for service delivery, legal compliance, or with explicit user consent. Additionally, all
third-party service providers handling user data must adhere to strict confidentiality and security
requirements.
Sanctions for Violations
Any breach of this policy by employees or associates may result in disciplinary actions, including
termination. Legal consequences and financial penalties may be imposed, and contracts with
third-party service providers found in violation may be terminated. Violations may also be reported
to relevant regulatory authorities if necessary. Loss of access to hitch systems and
services is another possible consequence, along with potential civil or criminal liability based on
the severity of the violation.
Changes to Privacy Practices
Any breach of this policy by employees or associates may result in disciplinary actions, including
termination. Legal consequences and financial penalties may be imposed, and contracts with
third-party service providers found in violation may be terminated. Violations may also be reported
to relevant regulatory authorities if necessary. Loss of access to hitch systems and
services is another possible consequence, along with potential civil or criminal liability based on
the severity of the violation.
Transfer of Information
hitch may share personal information with third-party payment gateways for transaction processing, regulatory bodies, and law enforcement agencies when legally required. Partners and service providers operate under strict confidentiality agreements, and cloud service providers are utilized for secure data storage and processing. International entities receive data transfers in compliance with applicable cross-border data transfer laws. Credit rating agencies and financial institutions may also access relevant data for risk assessment and compliance purposes.
Enforcement & Compliance
To ensure compliance, hitch conducts regular audits and data protection assessments. Data access requests from regulatory authorities are reviewed, and employees receive training on privacy best practices. A Data Protection Officer is appointed to oversee compliance efforts, and a structured incident response plan is implemented for data breaches. Logs and records of data processing activities are maintained for accountability.
Use of Cookies and Tracking Technologies
At hitch, we prioritize your privacy and data security.
We may collaborate with third-party advertising partners to display ads on our behalf. These partners may use cookies and web beacons (single-pixel GIFs) to assess ad performance. Any data collected through these technologies remains entirely anonymous.
Access to personal information is strictly limited to authorized employees who require it to fulfill our service commitments. We do not subcontract any part of our operations.
For concerns or compliance-related queries, our designated Privacy & Information Security Officer is:
Email: support@hitchpayments.com
Immediate Reporting of Data Breach
At hitch, safeguarding user privacy is our top priority. If any employee or business associate becomes aware of a potential data breach whether involving entrusted or accessed information they must report it to the organization without delay. Failure to do so will be considered a serious violation of our security policy. Timely reporting ensures swift action, minimizing risks and reinforcing our commitment to data protection.
Confidentiality & Data Protection Protocol
At hitch, we prioritize the confidentiality of your personal information and ensure it is only shared with third parties as specified in this policy or any applicable terms of service. To safeguard your data, we employ a comprehensive information security policy in line with the IT Act 2008. Sensitive data is encrypted both during storage and transmission using robust cryptographic algorithms like AES/3DES 128-bit or stronger. We also ensure that all data transmissions are securely conducted through HTTPS/SSL protocols, and files are encrypted with WinZip before being transmitted.
In cases where exceptions are necessary, they are authorized and closely monitored. Any personal information that is no longer required is securely destroyed, following our Data Archival Policy. We also implement stringent monitoring techniques to ensure that data in the process remains secure from accidental or intentional breaches. If accidental access occurs, it is treated as a security incident and managed according to our Information Security Incident Management Policy. Furthermore, our HR policy ensures that employees are fully aware that any actions taken with their user ID are their sole responsibility.
Usage and Disclosure of Information
At hitch, we ensure that personal information is utilized or shared solely in compliance with applicable laws and as authorized by the data owner or customer. We respect every individual’s right to access their personal information held by hitch. However, unless otherwise agreed upon, any disclosures are made through the client to maintain transparency and privacy. All disclosures and the necessary authorizations are carefully documented in accordance with legal requirements, ensuring accountability and compliance at every step.
Grievance Resolution & Customer Support Framework
At hitch, we are committed to maintaining transparency, & ethics, and upholding our core values across all operations. Any grievances related to rights, compensation, refunds, or claims will be addressed through our comprehensive Grievance Redressal Mechanism, in line with our Terms of Service, the Information Technology Rules, 2011, and relevant guidelines issued by regulatory bodies such as the RBI.
We ensure strict compliance with regulatory requirements, including timely reconciliation (T+1) and resolution of disputes, with daily, weekly, or monthly review processes. In case of any discrepancies, our established turnaround times (TAT) will guide the resolution. Additionally, Hitch Payments offers an efficient Online Dispute Resolution (ODR) system designed to resolve customer disputes and grievances related to digital payments through an automated, rule-based process with minimal manual involvement. We take prompt action to resolve customer complaints within 72 hours, to provide a response or resolution within 90 working days. Our approved policies and grievance escalation procedures are publicly available on our website for easy access and transparency.
Grievance Escalation Process
In cases where a grievance remains unresolved for more than 30 days at the Compliance level, the Nodal Officer will serve as the appeal authority to ensure timely resolution.
Email: dispute@hitchpayments.com
We are dedicated to resolving concerns efficiently and ensuring a transparent process every step of the way.