Welcome to nikayaSM, a service management and ticketing mobile application operated by Lucksworth Trading Pvt Ltd ("we", "our", or "us"). We are committed to safeguarding your privacy and ensuring transparency regarding how we handle your information.
This Privacy Policy explains how our mobile application and related web services collect, use, disclose, and protect information when you use our platform.
1. Information We Collect
We collect information to provide, maintain, and enhance our service operations:
- Account & Profile Information: Name, business email address, phone number, organization name, and assigned operational role (Admin, Field Service Engineer, or Customer).
- Ticket & Service Data: Service request descriptions, ticket comments, asset details, warranty/AMC records, delay reasons, customer feedback, and ratings.
- Media & Attachments: Photos captured via camera or selected from gallery that users attach to support tickets (e.g. damaged equipment, completed repairs, serial numbers).
- Device & Notification Data: Device identifiers, OS versions, and Firebase Cloud Messaging (FCM) tokens required to deliver real-time push notifications for ticket updates and assignments.
2. Location Information & Background Tracking
Prominent Disclosure: nikayaSM collects and processes precise location data from field engineers during active ticket assignments to enable real-time tracking, customer ETA updates, and dispatch optimization.
For users logged in as Field Service Engineers, the application requests access to Foreground and Background Location (ACCESS_FINE_LOCATION, ACCESS_COARSE_LOCATION):
- Purpose: To display the technician's real-time journey to the customer on a live map once a ticket is in-transit or active.
- Scope: Location tracking is only active during scheduled working ticket assignments and is not used for advertising or sold to third-party data brokers.
- Control: Users can grant or revoke location permissions at any time via their device system settings.
3. How We Use Your Information
We use the collected information for the following legitimate business purposes:
- Facilitating end-to-end service ticket management and resolution workflows.
- Generating and verifying One-Time Passwords (OTPs) for secure job completion and dependency verification.
- Enabling communication between customers, field technicians, and administrative coordinators.
- Monitoring SLA compliance, technician performance, and customer satisfaction metrics.
- Preventing fraud, unauthorized account access, and ensuring system security.
4. Third-Party Services & Integrations
Our application integrates with trusted third-party service providers to ensure reliable performance:
- Firebase (Google LLC): Used for secure push notifications (Firebase Cloud Messaging) and analytics.
- Google Maps Platform (Google LLC): Used for address geocoding, route navigation, and live location visualization.
These third-party providers process data in compliance with industry-standard security and privacy practices.
5. Data Storage & Security
We implement robust physical, technical, and administrative safeguards to protect your personal information against unauthorized access, loss, alteration, or disclosure. All network communications are encrypted via industry-standard HTTPS / SSL / TLS protocols.
6. Data Retention & Account Deletion
We retain operational ticket data for as long as necessary to maintain accurate service histories for clients and comply with legal or auditing obligations.
Account & Data Deletion Request: If you wish to delete your account, remove personal information, or request an export of your data, you may submit a request by contacting us at info@luckswortrading.com. Upon verification, we will process your deletion request within 30 business days.
7. Children's Privacy
Our services are designed exclusively for enterprise, commercial, and professional use. We do not knowingly collect or solicit personal information from children under the age of 13.
8. Changes to this Policy
We may periodically update this Privacy Policy to reflect changes in our operational or legal obligations. When updates occur, the "Last Updated" date at the top of this page will be revised.
9. Contact Us
If you have any questions, feedback, or concerns regarding this Privacy Policy, please contact us at: