Privacy Policy for Swimmduck Pvt. Ltd.

Effective Date: 21/02/2024

  1. Introduction

Welcome to Swimmduck pvt ltd operates the swissgold.app platform for buy of digital gold. Your privacy is important to us. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our services.

  1. Information We Collect
  • Personal Information: Name, email address, phone number, physical address, date of birth, government-issued identification numbers, etc.
  • Financial Information: Bank account details, credit card information, transaction history, etc.
  • Usage Data: Information about how you use our Platform, including your IP address, browser type, access times, pages viewed, and the referring link through which you accessed our site.
  • Cookies and Tracking Technologies: We use cookies and similar technologies to collect data about your interactions with our Platform.
  1. How We Use Your Information
  • To Provide Services: We use your personal and financial information to process transactions and provide the services you request.
  • To Communicate: We may use your contact information to send you updates, respond to inquiries, and provide customer support.
  • To Improve Our Services: Usage data helps us understand how our Platform is used and to make improvements.
  • For Security and Fraud Prevention: We use your information to protect against, identify, and prevent fraud and other unlawful activity.
  1. How We Share Your Information
  • With Service Providers: We may share your information with third-party service providers who assist us in operating our Platform, conducting our business, or servicing you.
  • For Legal Reasons: We may disclose your information if required to do so by law or in response to valid requests by public authorities.
  • Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred to the new owner.
  1. Your Choices and Rights
  • Access and Correction: You have the right to access and correct your personal information held by us.
  • Opt-Out: You may opt out of receiving promotional communications from us by following the unsubscribe instructions in those messages.
  • Data Deletion: You can request the deletion of your personal information, subject to certain legal obligations we might have to retain some data.
  1. Security

We implement a variety of security measures to maintain the safety of your personal information. However, no system can be completely secure, and we cannot guarantee the absolute security of your information.

  1. International Data Transfers

Your information may be transferred to and maintained on servers located outside of your state, province, country, or other governmental jurisdiction where the data protection laws may differ from those of your jurisdiction.

  1. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on our Platform. You are advised to review this Privacy Policy periodically for any changes.

Grievance

SwimmDuck strongly believes in a sincere and transparent approach to its users. You trust and love us and we would never put growth before trust. We aim to minimize instances of customer complaints, grievances and disappointments via channelized approach, review and redressal. However, we recognize that there are times when our product or service has not been up to the mark. If you’re disappointed, then at some point of time we’ve not done a great enough job.

  • Our users are to be treated fairly at all times.
  • Complaints or concerns raised by users are dealt with an open mind, with courtesy and in a timely manner.
  • Users are informed about the channels to escalate their complaints, concerns and grievances within SwimmDuck and their rights if they are not satisfied with the resolution of their complaints.
  • SwimmDuck will take care of all complaints efficiently and fairly as they value each user.
  • All employees at SwimmDuck must work in good faith and without prejudice to the interests of the customer.

Regardless of the reason behind the customer complaint, our customers have complete authority to file a complaint/ share feedback if they are disappointed by services rendered by SwimmDuck. They can give their complaint/ feedback in writing, email, or on SwimmDuck.com

 

Sensitizing Staff on Handling Complaints

Our staff undergoes regular training to ensure that customer’s queries and grievances are handled properly. They are encouraged to work in a manner which helps us in building the customer trust and confidence. This reflects in both the operations as well as the customer communications. Top reasons behind the customer queries are analyzed and worked upon in a way which aims at removal of these reasons from the root. This helps in improving the overall quality of the service levels gradually.

Customer Care Escalation Matrix

Level 1 – You can call to customer care to discuss any unresolved issues. If you are not satisfied with our response, please ask to speak with customer service supervisor and you will be transferred immediately or receive a call back within 1 working day.

Level 2 – You can reach us by sending an email to care@swimmduck.com. A ticket number will be issued to you at the time of logging your complaint. We will aim to respond to queries or complaints within 2 working days.

Level 3 – In case the issue remains unresolved, you can write to our grievance officer, grievanceofficer@swimmduck.com, mentioning the specific ticket number allotted to you at the time of the original complaint.