Nagrik Seva Point

Privacy Policy

Last Updated: August 26, 2026

This Privacy Policy explains how Nagrik Seva Point collects, uses, stores, and protects information when you use our website, platform, and services.

Nagrik Seva Point is a digital services platform that facilitates everyday citizen and digital services. Our platform serves both individuals who use services directly and Cyber Café retailers who process services on behalf of walk-in customers.

We do not sell your personal information. We collect and use information only where necessary to provide our services, process transactions, maintain your account, improve the platform, and comply with applicable laws.

Section 1 - Information We Collect

When you create an account or use our services, we may collect information such as:

  • Name
  • Mobile number
  • Email address
  • Cyber Café / business name
  • State, district and other business information provided during registration
  • Login and account information

When you use a particular service, we may also collect information that is necessary to process that service. For example, depending on the service selected, this may include:

  • PAN or Aadhaar-related information
  • Customer name and other identification details
  • Service-specific information
  • Documents, photographs, or signatures uploaded by you
  • Information required to generate or complete a service request

We only request information that is reasonably necessary for the relevant service.

Section 2 - How We Use Your Information

We use the information we collect to:

  • Create and manage your Nagrik Seva Point account.
  • Provide the services you request.
  • Process and track service requests.
  • Process payments for paid services.
  • Generate service results or documents where applicable.
  • Provide customer support.
  • Prevent fraud, misuse, unauthorized access, and abuse of the platform.
  • Maintain service and transaction records.
  • Improve the reliability and functionality of our platform.
  • Comply with applicable legal and regulatory requirements.

We do not use customer information for unrelated purposes without an appropriate legal basis or consent where required.

Section 3 - Two Distinct Service Contexts & Sensitive Data Handling

Nagrik Seva Point operates under two distinct usage contexts, each with rigorous privacy safeguards and purpose limitation:

Context 1: Individual User (Direct Personal Usage)

When an individual user accesses our platform directly for personal requirements (such as verifying an e-PAN or creating a Kisan Registration PVC Card), they provide information directly to fulfill their own request.

  • Purpose Limitation: Information submitted is used exclusively for immediate on-demand processing and document generation requested by the user.
  • Direct Control: Individual users do not require an account to complete one-time requests; no permanent user profile or advertising tracking is created.

Context 2: Cyber Café Retailer (Assisted Service on Behalf of Customers)

Cyber Café retailers and CSC/VLE operators use the platform as authorized digital intermediaries to assist walk-in citizens.

  • Mandatory Customer Consent: Retailers are strictly obligated to obtain informed consent from walk-in customers before submitting their personal details or uploading documents.
  • Transient 24-Hour Result Vault: To prevent walk-in customers from having to pay twice if a printout is damaged or misprinted, result PDFs and slips are retained in an encrypted 24-hour vault accessible only to the originating retailer, after which they are automatically expired and permanently purged.

Processing of Sensitive Information (PAN, Aadhaar-related Information & Uploaded Documents)

Regardless of whether services are initiated directly by an individual or assisted by a retailer, sensitive citizen information is processed under strict industry standards:

  • In-Memory & Ephemeral Processing: Uploaded documents (such as government acknowledgement PDFs, registration receipts, or photographs) are parsed in-memory for optical text extraction, data normalization, or transliteration. Original raw uploaded files are not stored indefinitely on public servers.
  • PAN & Aadhaar-Related Information: When an Aadhaar number, Virtual ID, or PAN is entered to locate or verify records, it is transmitted over secure encrypted channels (TLS 1.3) solely to query authorized verification and citizen-service gateways.
  • Zero Permanent Biometric Storage: Nagrik Seva Point never captures, collects, or stores biometric data (fingerprints, iris scans, or core biometric credentials).
  • DPDP Act Compliance: Data handling practices conform with the principles of the Digital Personal Data Protection (DPDP) Act, ensuring purpose-bound processing, reasonable security safeguards, and strict data minimization.

Section 4 - Payment Information

Payments for Nagrik Seva Point services may be processed through our third-party payment gateway provider, such as Cashfree Payments.

We do not directly store complete debit card, credit card, UPI PIN, or banking credentials on our servers. Payment-related information may be processed by the payment provider according to its applicable policies and security requirements.

Payment status, transaction reference numbers, amount, and related transaction information may be retained by Nagrik Seva Point for service fulfilment, reconciliation, customer support, refunds, and accounting purposes.

Section 5 - Third-Party Service Providers

We may use trusted third-party providers to operate specific parts of our platform. These may include providers for:

  • Payment processing
  • Identity or document verification
  • Citizen-service APIs
  • Cloud infrastructure
  • Email or communication services
  • Security and monitoring
  • Other service-specific integrations

These providers may receive only the information reasonably necessary to perform the relevant service. Third-party providers may have their own privacy policies and terms. You should review their applicable policies where appropriate.

Section 6 - Data Security

We take reasonable technical and organizational measures to protect personal and service-related information from unauthorized access, misuse, alteration, disclosure, or destruction.

Security Measures

Depending on the nature of the information, security measures may include:

  • Encrypted communication
  • Access controls
  • Authentication and authorization
  • Tenant-level data isolation
  • Secure payment processing through authorized payment providers
  • Monitoring and security controls
  • Restricted access to sensitive information

However, no internet-based system can be guaranteed to be completely secure.

Section 7 - Data Retention

We retain information only for as long as reasonably necessary for:

  • Providing the requested service
  • Maintaining account and transaction records
  • Customer support
  • Resolving disputes
  • Preventing fraud and misuse
  • Financial and accounting requirements
  • Meeting applicable legal or regulatory obligations

When information is no longer required for these purposes, it may be deleted, anonymized, or securely disposed of, subject to applicable retention requirements.

Section 8 - Cookies and Session Information

Nagrik Seva Point may use cookies and similar technologies that are necessary for:

  • Maintaining login sessions
  • Keeping the platform secure
  • Remembering necessary preferences
  • Providing core website functionality

We do not use necessary authentication cookies for the purpose of selling your personal information to third parties.

Section 9 - Your Responsibilities

For Individual Users:

  • Ensure all personal details and identity information provided are genuine, correct, and belong to you or persons you are legally authorized to represent.
  • Download and securely store generated receipts, slips, and PDF cards immediately upon completion.
  • Do not attempt to search or verify details of third parties without proper legal authorization.

For Cyber Café Retailers & Operators:

  • Keep your login credentials, API session keys, and retailer account details strictly confidential.
  • Obtain explicit consent and authorization from walk-in customers before collecting, entering, or uploading their details or documents.
  • Ensure customer printouts and temporary files on local machines are handled securely and given directly to the customer.
  • Do not misuse the 24-hour result vault or maintain unauthorized secondary copies of customer sensitive data.
  • Use the platform solely for lawful, authorized business operations.

If you believe your account has been accessed without authorization or identify any security concern, contact us immediately.

Section 10 - Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements, or business practices.

When we make material changes, we may update the Last Updated date displayed at the beginning of this policy. You should review this page periodically for the latest version.

Questions and Contact Information

To access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, please contact our support team:

Nagrik Seva Point Support

nagriksevapoint@gmail.com