1. Introduction
This Privacy Policy explains how we collect, use, store, disclose, transfer, and protect personal information when you visit our website at https://www.transmerce.in, request a quotation, book an international shipment, arrange a doorstep pickup, track a parcel, or communicate with us through email, telephone, WhatsApp, or other authorized operational channels.
Transmerce provides international courier, charter air cargo, and shipment coordination services, which fundamentally require us to process sender details, recipient details, itemized shipment declarations, customs export/import documentation, and line-haul delivery information.
By using our website, initiating inquiries, or booking carriage services, you acknowledge that your information will be processed as described in this Policy, subject to applicable Indian statutory enactments and any consent or other lawful ground required for the relevant processing.
2. Information We Collect
We collect information reasonably necessary to provide international courier services, operate our tracking infrastructure, fulfill mandatory customs obligations, and respond to service requests:
2.1 Sender and Recipient Information
- Full legal name and, where relevant, registered business or corporate entity name.
- Active contact telephone and WhatsApp numbers for delivery coordination.
- Valid email addresses for booking confirmations, tracking links, and electronic tax invoices.
- Complete origin pickup and destination delivery addresses (including premises number, street, city, state/province, postal/ZIP code, and country).
- Delivery instructions, landmark notes, and associated service communication records.
2.2 Shipment and Customs Information
To arrange international air transportation, airline bookings, and statutory customs processing, we collect:
- Booking references, system tracking numbers, and 10-digit Air Waybill (AWB) numbers.
- Descriptions, harmonized tariff categories, quantities, weights, and dimensions of shipped articles.
- Actual weight, volumetric weight, package counts, and physical packaging details.
- Declared shipment value, purchase receipts, and commercial export invoice details.
- Packing lists, customs declarations, shipping bills, and export authorization documentation.
- Photographs of parcels, verification labels, export-grade boxes, and packaging seals.
- Information concerning restricted, fragile, or regulated commodities where permitted by law.
2.3 Identity, KYC and Regulatory Documents
Under the Indian Customs Act (1962), courier export regulations, aviation anti-sabotage protocols, and destination import rules, we collect:
- Government-issued Know Your Customer (KYC) identity documentation (Aadhaar, Passport, Voter ID, or Driving License).
- Permanent Account Number (PAN) details where mandated for international transactions or high-value consignments.
- Goods and Services Tax Identification Number (GSTIN), Importer-Exporter Code (IEC), and business registration credentials for commercial consignments.
- Registered physician prescriptions, pharmacy invoices, and diagnostic summaries for eligible personal medicine consignments.
- Statutory declarations and authorizations required by airlines, customs authorities, or regulatory bodies.
2.4 Payment and Transaction Information
- Invoices, billing addresses, and payment receipt vouchers.
- Payment amounts, transaction status, and remittance timestamps.
- Unified Payments Interface (UPI) transaction IDs, NEFT/IMPS references, and bank transfer receipts.
- Refund transaction logs and billing-related dispute correspondence.
Note: Payments are processed through authorized banking channels and certified payment gateways. Transmerce does not store debit/credit card numbers or CVV codes on its servers.
2.5 Website and Technical Information
- Internet Protocol (IP) addresses and approximate geographical location derived from IP logs.
- Browser type, operating system, device model, and diagnostic server logs.
- Page navigation history, access timestamps, and website performance metrics.
- 10-digit AWB numbers entered into website tracking fields to display delivery status.
3. How We Use Personal Information
Under India's DPDP Act 2023, the Information Technology Act 2000, and cross-border transport standards, Transmerce processes personal data on verified lawful grounds (including contractual necessity, legal compliance, and legitimate operational use) for the following purposes:
- To respond to rate inquiries and provide freight quotations.
- To schedule same-day doorstep pickups across Kerala and coordinate parcel collections.
- To inspect, weigh, measure, pack, seal, and process consignments to export standards.
- To generate official Air Waybills (AWBs), commercial export invoices, shipping labels, and cargo manifests.
- To coordinate line-haul air carriage and global distribution through authorized airline and logistics partners.
- To provide real-time tracking updates, milestone alerts, and delivery notifications via website and WhatsApp.
- To resolve transit exceptions, customs queries, address corrections, and damage or loss claims.
- To process billing, verify freight payments, issue tax invoices, and handle authorized refunds.
- To verify sender identity, prevent fraud, and ensure dangerous or counterfeit goods do not enter civil aviation streams.
- To comply with statutory customs clearance rules, export controls, tax laws, and recordkeeping mandates.
- To preserve website server security, prevent brute-force queries on tracking databases, and optimize user experience.
- To communicate essential operational notices, regulatory advisories, and policy revisions.
- To provide promotional or service updates where permitted by law and with appropriate consent.
5. International Transfers of Information
Because Transmerce provides international courier carriage from India to more than 100 countries globally (including the UAE, Saudi Arabia, the United Kingdom, the United States, Canada, Australia, and European Union member states), consignee details, shipping addresses, telephone numbers, parcel descriptions, and commercial invoices must be transferred across national borders.
These cross-border transfers are conducted pursuant to:
- Contractual Performance: The transfer is strictly necessary for the performance of our contract with you to deliver your parcel to the overseas destination (in line with Section 16 of the DPDP Act 2023 and Article 49(1)(b) of the GDPR).
- Customs Compliance: Compliance with statutory import requirements of the receiving country (e.g., UAE Federal Decree-Law No. 45/2021 on Personal Data Protection, Saudi Arabian PDPL, and US Customs Title 19 regulations).
Data privacy standards in destination nations may vary from those in India. We restrict transferred data strictly to what destination customs brokers and last-mile dispatchers require to deliver the shipment.
7. Data Security Safeguards
Transmerce implements organizational, technical, and physical safeguards in accordance with Section 8(5) of the DPDP Act 2023 and Rule 8 of the Information Technology (SPDI) Rules, 2011:
- Data in Transit Encryption: Implementation of Secure Sockets Layer / Transport Layer Security (SSL/TLS 1.3) across our domain and tracking portals.
- Role-Based Access Control (RBAC): Limiting access to customer manifests and KYC records strictly to authorized packaging, billing, and clearance staff.
- Physical Hub Security: Restricted premises access, physical document cabinets, and surveillance monitoring at our Karippur/Puthanathani operational facilities.
- Vendor Assessments: Ensuring digital communication partners (such as WhatsApp Business API providers) maintain industry-standard security certifications.
While we apply rigorous precautions, no digital transmission or data storage system is entirely invulnerable. In the event of a personal data breach, Transmerce will take immediate remediation measures and issue notifications where required by applicable law.
8. Data Retention and Purging
We retain personal information, booking manifests, and KYC documents only as long as necessary to fulfill operational, contractual, and statutory obligations:
- Active Carriage: Retained throughout transit until delivery confirmation and the conclusion of the customer support window.
- Statutory Customs & Tax Records: Under the Indian Customs Act (1962), GST regulations, and international air transport protocols, shipping bills, manifests, and invoices are retained for mandatory audit periods (typically 5 to 7 years).
- Dispute & Claim Files: Retained for the duration necessary to resolve pending claims, insurance investigations, or legal proceedings.
Upon expiry of statutory retention mandates, physical documents are securely shredded, and digital database records are permanently deleted or irreversibly anonymized.
9. Your Privacy Rights and Choices
Subject to the provisions of the Digital Personal Data Protection Act, 2023 and applicable data protection regulations, Data Principals enjoy specific rights:
- Right to Access & Summary: Request confirmation of whether we process your personal data and obtain a summary of the data and sharing categories.
- Right to Correction & Updating: Request the rectification of inaccurate, incomplete, or outdated personal contact information.
- Right to Erasure: Request the deletion of personal data that is no longer required for the purpose for which it was collected, subject to non-waivable statutory customs, tax, and anti-fraud retention mandates.
- Right of Grievance Redressal: Submit privacy concerns directly to our designated Grievance Officer for prompt investigation.
- Right to Nominate: Nominate an authorized representative to exercise your privacy rights in the event of death or incapacity, as provided under Section 14 of the DPDP Act.
To exercise any of these rights, contact our Data Protection Desk using the contact details in Section 15. We may request basic identity verification before releasing or modifying records.
10. Information About Shipment Recipients
When booking a shipment, the sender provides Transmerce with personal information concerning the consignee (recipient). The sender represents and warrants that:
- The recipient's contact information and address are accurate and complete.
- The sender has legitimate authority or authorization to provide the recipient's details for international delivery and customs clearance purposes.
We use recipient data exclusively to generate shipping documentation, coordinate last-mile physical delivery, send automated delivery notifications, and satisfy destination customs laws. Recipients may contact us at any time to exercise applicable rights regarding their information.
11. Marketing and Operational Communications
We distinguish between essential operational service messages and promotional communications:
- Operational Communications: Essential updates regarding quotations, pickup schedules, AWB numbers, tracking milestones, customs exceptions, and invoices. These are required to perform our service and cannot be opted out of.
- Promotional Communications: Occasional service announcements or festive shipping rate updates. Where required by law, these will be sent only with appropriate consent. You may opt out at any time by contacting us or using provided unsubscribe options.
12. Protection of Children's Information
Transmerce provides commercial cargo and international courier services intended for adults (aged 18 years or older) and authorized business entities. We do not knowingly solicit or collect personal information directly from children without parental or legal guardian consent, in accordance with Section 9 of the DPDP Act 2023.
13. Third-Party Websites and External Links
Our website may provide hyperlinks to international airline tracking portals, banking interfaces, or government customs portals. These external sites operate under independent privacy policies and terms of service. Transmerce exercises no control over external data practices and encourages users to review third-party policies directly.
14. Legal Compliance and Policy Updates
This Privacy Policy is formulated and maintained in compliance with:
- The Digital Personal Data Protection Act, 2023 (DPDP Act) and subsequent rules enacted thereunder.
- The Information Technology Act, 2000 and the IT (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011.
- The Indian Customs Act, 1962 and Central Board of Indirect Taxes and Customs (CBIC) Courier Imports and Exports Regulations.
- Applicable cross-border principles aligned with international destinations (including the EU/UK GDPR, UAE PDPL, and Saudi Arabian PDPL).
We review and update this Privacy Policy periodically to reflect operational, technological, or legal developments. Revised versions will be published on our website with an updated revision date.
15. Contact Information and Privacy Grievances
If you have any questions, requests, or grievances concerning your data privacy or wish to exercise your rights under the DPDP Act 2023, please contact our designated Grievance Officer through the following official channels:
Company / Brand: TRANSMERCE INTERNATIONAL COURIER
Operational Office: CP Building, Near Calicut International Airport, Naya Bazar, Karippur, Pin: 673647, Malappuram, Kerala, India
Head Office: Room No: 111/158, Al Waha Complex, Puthanathani P.O, Punnathala, Malappuram, Kerala – 676552, India
Official Email: hello.transmerce@gmail.com
Direct Hotline / WhatsApp: +91 62386 86259
Website: https://www.transmerce.in
Desk Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST
Please include your full name, contact number, and relevant 10-digit AWB or booking reference. In compliance with Indian statutory timelines, we acknowledge all privacy grievances within 72 business hours and strive to resolve verified requests within 30 days.
16. General Provisions
If any provision of this Privacy Policy is found invalid, illegal, or unenforceable by an authoritative tribunal or court of competent jurisdiction, the remaining sections will continue in full force and effect.
This Privacy Policy should be read alongside Transmerce's general Terms & Conditions and any statutory consignment declarations signed at the time of booking.
From here to anywhere. Driven by trust.