Verified - Terms & Conditions

Last updated: April 2026

Terms & Conditions

Household Services Camera Recording and Data Processing

Digital Personal Data Protection Act, 2023

These Terms & Conditions ("Terms") govern the use of camera recording systems via encrypted technology during the provision of household services, including but not limited to cleaning, dishwashing, laundry, maintenance, and other domestic work performed by Professional Service Providers at registered premises (“Services”). These Terms establish the rules for the collection, processing, storage, and use of Data captured through camera-enabled recording devices used by the Professional Service Advisors during such Services, in compliance with the Digital Personal Data Protection Act, 2023 ("DPDPA 2023") and any other applicable data protection regulations in India.

Pronto is the Data Fiduciary in respect of such processing and determines the purpose and means of processing the Data. Individuals who book Services consent to the capture, processing, storage, and use of their Data by Pronto as described in these Terms.

By agreeing to these Terms and providing the required One-Time Passcode (OTP) authentication, you consent to:

The capture of your Data (including but not limited to images, voice, facial features, data, and movement patterns) through camera enabled recording devices during the provision of Services
Pronto's processing, storage, and use of such Data collected during the provision of the Services, as described in these Terms
The retention of recordings for the periods specified herein

Definitions

"You (Individual Booking Services)”: The individual(s) who has registered a premises on the Pronto App, booked Services through Pronto, and provides consent for the processing of its Data in accordance with these Terms.

"Professional Service Provider”: The individual engaged to provide services who shall use camera-enabled devices, where applicable, to record audio-visual Data during the provision of Services using camera as provided by Pronto, in accordance with Pronto’s instructions and applicable law.

"Data Fiduciary”: Pronto, which determines the purposes and means of processing all Data and processes and/or engages third parties to process such Data captured through camera enabled recording devices in accordance with these Terms and the DPDPA, 2023.

"Data”: shall mean any information, in any form, including but not limited to text, images, audio, video, or other digital or non-digital material, collected, recorded, stored, or otherwise processed in connection with the provision of Services, and includes Personal Data.

“Personal Data” shall mean any Data about an identified or identifiable individual, including but not limited to images, facial features, voice, movement patterns, activities, interactions, biometric information, and behavioural data captured through camera systems during the provision of Services.

"External Camera”: Camera-enabled recording devices deployed during service delivery, including wearable or handheld devices used by Professional Service Providers or otherwise used as part of the Services.

"Consent”: Freely given, specific, informed, unconditional and unambiguous affirmative indication of your willingness to have your Data captured and processed by Pronto as described in these Terms.

Pronto'S Role And Control Over Processing Of Data

By consenting to these Terms, you acknowledge and agree that:

Pronto acts as the Data Fiduciary and determines the purpose and means of processing Data captured through camera enabled recording device, including all recordings, derivatives, analyses, and insights derived from such Data
Pronto may collect, process, store, use, share, and delete such Data solely for the specified purposes set out in these Terms and in compliance with the DPDPA, 2023.
Processing of Personal Data shall be limited to the purposes disclosed at the time of obtaining consent, and subject to your rights under applicable law
You shall not be entitled to compensation solely for processing carried out in accordance with these Terms and applicable law

Lawful Basis For Recording And Processing

Pronto processes personal data captured through camera-enabled recording devices on the basis of valid consent obtained from you in accordance with the DPDPA, 2023.

Consent

Pronto obtains explicit, written, informed and specific consent from you prior to any recording of Services and such Consent shall be obtained through One-Time Passcode (OTP) authentication and shall clearly state:

The purpose of recording (including service quality monitoring, household security, evidence for dispute resolution)
Duration and frequency of recording
Data retention period
The right to withdraw consent at any time

Consent Mechanism & OTP Authentication

Consent shall be obtained through an OTP-based authentication process that:

Presents the full text of these Terms and/or a standalone consent notice in readable format (not in legal font size)
Requires you to explicitly checkmark each of the specified purpose of processing, including:
Service quality monitoring and professional conduct assessment
Household security and asset protection
Dispute resolution and complaint handling
Provides a clear and itemised description of the categories of personal data being collected (including audio-visual recordings and related contextual data)
Provides a clear description of the manner in which you may withdraw consent, exercise your rights, and make a complaint under applicable law
Does not rely on pre-ticked boxes or bundled consent for multiple purposes

Consent Log

Pronto shall maintain a detailed audit log of all consents, including:

Date, time, and timestamp of consent
IP address and device identifier
Version of Terms accepted
Specific purposes and recording areas authorized
OTP used and authentication confirmation.
Records of consent withdrawal, modification of consent, and re-consent, where applicable

Scope Of Recording

Permitted Recording Areas

Pronto may record in the following areas for the purpose of providing the Services and any activities ancillary thereto, limited to locations where Services are actively being performed:

Kitchen (for dishwashing, cooking assistance, food preparation)
Living areas and drawing rooms (for cleaning, dusting, tidying)
Dining areas (for meal service, table arrangement)
Laundry rooms (for laundry services)
Any other designated areas explicitly agreed upon by you through a valid consent mechanism

Prohibited Recording Areas

Subject to the type of Service booked using Pronto, recording is strictly prohibited in the following areas unless separate, explicit, and purpose-specific consent is obtained for such recording:

Bathrooms and toilets
Bedrooms (private spaces for rest and personal use)
Changing rooms or areas where clothing may be changed
Prayer rooms or meditation spaces
Any other private family spaces identified by you.

Professional Service Providers shall not intentionally enter prohibited areas while wearing active cameras.

Where you request Services to be performed in a prohibited area, recording shall remain disabled unless separate and explicit consent is obtained for such specific instance and purpose.

You acknowledge that, during the provision of Services, personal data of other individuals present at the premises (including family members, domestic staff, visitors, or children) may be incidentally captured. You agree to inform such individuals, where reasonably practicable, of the presence of recording devices and the purposes of such recording. Pronto shall implement reasonable measures to minimise recording beyond the permitted areas and shall ensure that recording is limited to the duration and scope necessary for the specified purposes. Where any individual present at the premises objects to such recording, you agree to promptly inform Pronto or the Professional Service Provider, and recording shall be paused or restricted to the extent reasonably feasible.

Your Pre-Recording Responsibility: Having consented to recording during the provision of Services, you agree to take reasonable steps, prior to the commencement of recording, to ensure that no Personal Data of yours or of any third party present at the registered premises (including family members, visitors, domestic staff, or children) is left in plain view in the recording areas in a manner likely to be incidentally captured by the camera-enabled recording device. Such steps include, by way of example, removing or covering identity documents, financial records, prescription slips, correspondence, and any device screens or notifications displaying Personal Data. Pronto shall not be responsible for the incidental capture of any such Personal Data which you have not taken reasonable steps to remove or shield from recording, save where such capture results from a failure of Pronto or the Professional Service Provider to comply with the scope of recording agreed under these Terms.

Purpose Limitation

Pronto shall process Personal Data captured through camera-enabled recording devices solely for the specified purposes disclosed at the time of obtaining consent and in accordance with applicable law, including:

Service quality monitoring and professional conduct assessment
Verification of work completion and service standards
Training & development in relation to the Services
Household security and asset protection
Evidence for complaint resolution or dispute handling
Investigation of alleged misconduct, negligence, or theft
Compliance with legal requirements or court orders

Recordings shall NOT be used for:

Public sharing (social media, YouTube, or other publicly accessible platforms)
Blackmail, harassment, intimidation, or unlawful surveillance

Pronto'S Use Of Data And Analytics

Subject to DPDPA. 2023 and the purposes disclosed at the time of obtaining consent, Pronto may:

Use aggregated or anonymized data for service improvement, training internal models, and quality assurance purposes
Conduct internal analytics and research on service quality, professional performance, and operational efficiency
Share anonymized or aggregated insights with third parties (service providers, partners, or regulatory authorities) for legitimate business purposes
Retain and use the Data for record-keeping and evidence purposes, subject to the retention and deletion policies below
Share or license Data, or share recordings with third parties only where such Data has been fully anonymized such that individuals cannot be identified

Children’S Data And Incidental Capture

Pronto acknowledges that Personal Data of children may be incidentally captured during the provision of Services. Pronto shall process such data only to the extent necessary for the specified purposes and shall implement reasonable safeguards to prevent any processing that may be detrimental to the well-being of children.

Pronto shall not undertake tracking, behavioural monitoring, or profiling of children based on such recordings.

You agree to exercise appropriate discretion where children are present and may request that recording be paused where reasonably required.

Data Minimization And Proportionality

Pronto shall ensure that the collection and processing of Personal Data is limited to what is necessary and proportionate to achieve the specified purposes:

Recording shall commence when the Professional Service Provider begins work and cease when Services end
Recording shall capture only the Professional Service Provider's work activities, not private family conversations, activities unrelated to Services, or other household occupants unless necessary for security purposes
Recording shall be restricted to permitted areas and shall comply with the scope of recording agreed under these Terms
Authentication shall be provided via OTP by the individual who booked Services

Data Retention And Secure Deletion

Retention Period

Pronto shall retain Personal Data only for as long as necessary to fulfil the specified purposes for which it was collected, and shall delete recordings in accordance with the following timelines:

Default retention: 30 (thirty) calendar days from the date of recording
Extended retention (up to 90 days): If a complaint, dispute, or investigation is pending
Legal hold: Retained as long as required for ongoing legal proceedings or regulatory obligations
After the applicable retention period expires, all recordings shall be permanently deleted or irreversibly anonymized, unless a legal hold or regulatory requirement applies

Pronto shall retain logs and records relating to the processing of Personal Data (including access logs and consent records) for a minimum period of one (1) year, or such longer period as may be required under applicable law.

Notwithstanding the above, Pronto may retain anonymized or aggregated Data for an indefinite period for business intelligence, quality assurance, and research purposes, provided that such data has been irreversibly anonymized such that no individual can be identified directly or indirectly.

Data Secure Deletion Protocol

Upon expiration of the retention period, all recordings shall be permanently and securely deleted or irreversibly anonymized using industry-standard cryptographic methods from all storage devices (local storage, cloud, backups). Pronto shall maintain a record of deletion for audit purposes, except where legal holds or regulatory requirements apply in relation to DPDPA, 2023.

Security And Data Protection Measures

As the Data Fiduciary of recorded Data, Pronto shall implement and maintain reasonable security measures to protect recordings from unauthorized access, disclosure, loss, or misuse. Such measures include:

Device Security: Recording devices shall be secured, password-protected, and physically inaccessible to unauthorized persons, including the Professional Service Provider, unless expressly authorized in writing
Encryption & Storage: All recordings shall be encrypted in transit and at rest using industry-standard encryption protocols, and stored on secure servers compliant with industry standards
Access Control: Only the following parties may access or view recordings on a need to know basis: (i) Pronto staff responsible for compliance, security, and dispute resolution; (ii) Law enforcement or regulatory authorities pursuant to valid legal process; (iii) The individual who booked Services (for dispute resolution)
Third-Party Processors: If Pronto engages third-party vendors for video storage or processing, Pronto shall enter into contractual arrangements that impose applicable data protection obligations
No Unauthorized Use: Recordings shall not be analyzed, shared, or used for any purpose beyond those disclosed in these Terms.

Right to Information

The Professional Service Provider shall clearly inform you before commencing Services about:

The existence and location of cameras
The specific areas being recorded
The purposes of such recording and a reference to these Terms or applicable notice

Right to Withdraw Consent

You may withdraw consent to recording at any time by:

Using the same or equivalent mechanism through which consent was provided, including through the Platform or by notifying Pronto or the Professional Service Provider prior to or during the provision of Services
Providing notice to Pronto as early as reasonably possible before the scheduled Service
Notifying Pronto or the individual who booked Services on-site before or during the Services.

Effect of Withdrawal:

No further recording shall occur after withdrawal takes effect.
Recordings made prior to withdrawal may be retained only where necessary for the specified purpose: (i) a complaint or dispute is pending (retained up to 90 days); (ii) a legal investigation or proceeding is ongoing; or (iii) required by law.
If no dispute is pending at the time of withdrawal, existing recordings shall be deleted within 07 (seven) calendar days or in accordance with the applicable retention policy

Right to Access

You may request access to Personal Data relating to you, including recordings containing your Data. Upon such request, Pronto shall provide a copy of recordings containing Data in relation to you within 07 (seven) business days of request, in a standard, universally readable video format (e.g., MP4).

Data Breach Notification

In case of unauthorized access, loss, theft, or disclosure of recordings or your Data, Pronto shall notify you without delay upon becoming aware of such breach, and in any event as soon as reasonably practicable.

Breach Notification Content:

The nature and scope of the breach
Categories of the Data affected (number of recordings, date range)
Individuals affected (you, Professional Service Provider, or both)
Potential impact and risks
Remedial measures undertaken or planned
A point of contact for questions.

Pronto shall document the breach investigation thoroughly, retain documentation for at least 3 (three) years, and provide copies to affected parties upon request.

Pronto shall also notify the Data Protection Board of India without delay and provide detailed information within 72 (seventy-two) hours of becoming aware of the breach, or such extended period as may be permitted under applicable law, and shall document the breach investigation thoroughly and maintain records of such breaches for compliance purposes

Grievance And Dispute Resolution

You may raise concerns regarding processing, recording, use, or disclosure of Data by submitting a written complaint to Pronto with detailed particulars through the contact details provided below:-

Name: Anjali Sardana

Email: help@withpronto.com

Pronto shall respond to grievances within 10 (ten) days of receipt and make reasonable efforts to resolve disputes amicably and in compliance with applicable laws.

Liability And Indemnification

Mutual Compliance Obligations

Each party shall:

Comply with all applicable data protection laws, including the DPDPA, 2023, and state-specific regulations
Maintain strict confidentiality of recordings and prevent unauthorized disclosure, access, or use
Notify the other party promptly of any breach, suspected misuse, or violation to the extent such party becomes aware of the same

Your Indemnity

You shall indemnify and hold harmless Pronto from any claims, damages, or liabilities arising from:

Your breach of these Terms
Your violation of applicable data protection laws
Your unlawful use of recordings (harassment, blackmail, public sharing)

Liability Limitations

Pronto's total liability arising from or related to these Terms, whether in contract, tort, or otherwise, shall not exceed the service fees paid by you in the 1 (one) month preceding the claim.

Neither party shall be liable for indirect, incidental, consequential, special, or punitive damages, including loss of data, business interruption, or reputational harm, even if advised of the possibility of such damages.

These limitations shall not apply to: (i) either party's indemnity obligations; (ii) breach of confidentiality; or (iii) wilful misconduct or fraud.

Amendments And Changes

Non-Material Changes

Minor clarifications or administrative updates take effect 30 (thirty) calendar days after notice on the Pronto App.

Material Changes

Changes affecting privacy rights (extended retention, new recording areas, new data usage, or sharing) require:

30 (thirty) calendar days' written notice via email and in-app notification
Fresh consent via OTP obtained before the new Terms take effect
If you do not provide such consent, you may not be able to access or use those features or Services that require such processing, and your use of the remaining Services will continue based on your existing consent

Consent Enforcement

Pronto shall not resume service bookings under new Terms until fresh consent is obtained and logged.

Version Control

Pronto shall archive all previous versions of these Terms and maintain a clear record of which version applied to each service engagement for at least 7 (seven) years.

Data Processing Agreement

Third-Party Processors

If Pronto engages any third-party vendor, service provider, or processor to handle recordings (including cloud storage, video analysis, or technical support), Pronto shall:

Enter into contractual arrangements requiring such processors to implement appropriate security and confidentiality measures
Ensure such processors process Personal Data only on documented instructions from Pronto
Provide details of the processor to you upon request
Remain responsible for compliance with applicable data protection obligations and liable to you for the processor's compliance with data protection obligations

Sub-Processors

Pronto may update its list of service providers or sub-processors from time to time in accordance with its privacy disclosures.

Jurisdiction And Governing Law

These Terms shall be governed by and construed in accordance with the laws of India, specifically the Digital Personal Data Protection Act, 2023, and applicable state and local laws.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in India.

Nothing in these Terms shall limit your right to seek remedies in accordance with applicable law, including before the Data Protection Board of India.

Acknowledgment And Consent

By accepting these Terms and providing the required One-Time Passcode (OTP), you acknowledge that you have read and understood these Terms and provide consent for the processing of your Personal Data as described herein.