Privacy Policy

Effective Date: 24 September 2026
Last Updated: 24 September 2026

Vertex Services ("Vertex Services", "we", "us", or "our") respects the privacy of our customers, engineers, employees, and other users.

This Privacy Policy explains how we collect, use, store, process, and protect information when you use our mobile applications, website, administrative portal, and related services.

This Privacy Policy applies to:

Vertex Customer App
Vertex Engineer App
Vertex Services Admin Portal
Vertex Services Website
Related complaint management, product maintenance, repair, and customer-support services

By accessing or using our services, you acknowledge the practices described in this Privacy Policy.

1. About Vertex Services

Vertex Services provides products, maintenance, repair, installation, and support services relating to GPS devices, computers, laptops, hardware equipment, spare parts, and other related products.

Our digital platform allows customers to register their information and products, raise service complaints, track complaint status, provide complaint-related information, and coordinate with authorized service engineers.

The platform also allows authorized administrators and engineers to manage and resolve customer complaints.

2. Information We Collect

The information we collect depends on your role and how you interact with Vertex Services.

2.1 Customer Account and Profile Information

When a customer account is created or maintained, we may collect:

Full name
Mobile number
Email address
Password or authentication credentials
Gender
Residential or business address
Profile picture
Customer/account identifier
Other account information required to provide our services

This information is used to identify customers, maintain customer accounts, communicate regarding services, and associate products and complaints with the correct customer.

Passwords and authentication credentials are used for account security and authentication and should be stored and processed using appropriate security measures.

3. Engineer and Employee Information

For authorized engineers or employees who use the Vertex Engineer App or related administrative services, we may collect:

Name
Email address
Mobile number
Authentication credentials
Employee code
Designation
Years of experience
Assigned complaints
Complaint activity and service records
Service completion information

This information is used for employee or engineer account management, complaint assignment, service operations, authentication, and maintaining records of services performed.

4. Product Information

Vertex Services maintains product information to provide installation, repair, maintenance, warranty, and support services.

Product information may include:

Product code
Product name
Product brand
Product model
Serial number
Product category
Customer associated with the product
Installation or registration details
Service history
Maintenance information

Products may include GPS devices, computers, laptops, hardware devices, and other products supported by Vertex Services.

5. Spare Parts Information

Our system maintains information regarding spare parts that may be required to repair or maintain customer products.

This may include:

Spare-part name
Spare-part serial number
Spare-part brand
Cost price
Selling price
Stock information
Minimum stock quantity
Spare parts used or required for a complaint

When a spare part is required to resolve a customer's complaint, the relevant spare-part information and applicable price may be associated with the complaint and service record.

6. Complaint and Service Request Information

Customers can use the Vertex Customer App to create service complaints for registered or supported products.

When you create a complaint, we may collect:

Selected product
Complaint number
Complaint date and time
Detailed description of the issue
Address or location where the issue needs to be resolved
Images related to the issue
Videos related to the issue
Complaint status
Assigned engineer
Engineer remarks
Service activity information
Complaint resolution information
Date and time of resolution
Spare parts required or used
Applicable charges
Other information provided by the customer or engineer in connection with the complaint

This information is used to understand the reported problem, assign an appropriate engineer, perform the requested service, maintain service records, and allow customers to track their complaints.

7. Location Information

The Vertex Customer App allows customers to specify the location where a complaint or service request needs to be resolved.

Customers may be able to select or provide a service location using a map.

Depending on the functionality used and permissions granted on the device, the application may access location information to:

Identify the location where service is required
Allow customers to select a service location from a map
Provide the assigned engineer with the service location
Assist engineers in reaching the service location
Maintain complaint and service records
Support service-related operations

Location access is used for service-related purposes.

Where device location permission is required, the application will request permission from the user. Users can manage location permissions through their device settings.

Disabling location permission may prevent or limit features that depend on location information.

8. Photos, Videos, Camera and Media

Customers may upload an image or video when creating a complaint to help explain the issue.

For example, a customer may upload an image or video showing a damaged or malfunctioning GPS device, computer, laptop, or other hardware.

We may therefore process:

Complaint images
Complaint videos
Profile pictures
Images or videos related to products
Images related to spare parts
Service or repair evidence

Depending on the application's functionality, the app may request permission to access:

Camera
Photos
Media
Files or storage

These permissions are used only when necessary to allow the relevant functionality.

Uploaded media may be accessible to authorized Vertex Services personnel and assigned engineers where required to investigate or resolve a complaint.

9. Complaint Assignment

Authorized administrators may review customer complaints and assign them to appropriate engineers.

When a complaint is assigned, the assigned engineer may receive information necessary to perform the service, including:

Customer name
Customer contact information
Product information
Complaint description
Service location
Uploaded complaint images or videos
Complaint number
Other service-related information

Engineers are expected to access and use this information only for legitimate Vertex Services activities.

10. Notifications

The Vertex Engineer App may send notifications when:

A new complaint is assigned
An assigned complaint is updated
Complaint-related action is required
Other service-related information needs to be communicated

The Vertex Customer App may also send notifications relating to:

Complaint creation
Complaint status
Engineer assignment
Complaint resolution
Service-related updates

Users can control notification permissions through their device settings.

11. Complaint Resolution Verification Code

As part of the complaint-resolution process, the Vertex Customer App may generate a random verification code for the customer.

This verification code is generated within the Vertex Services system and is not an SMS-based OTP sent by a mobile network or third-party OTP provider.

When an engineer completes the required service:

A random verification code is generated for the customer through the Vertex Services application.
The customer shares the displayed verification code with the authorized Vertex Services engineer.
The engineer enters the verification code in the Vertex Engineer App.
The entered code is verified by the Vertex Services server.
If the verification is successful, the complaint can be marked as resolved.

The verification code is used to confirm that the service engineer is completing the complaint with the customer's acknowledgement and to prevent unauthorized closure of complaints.

The verification code is used only for complaint-resolution verification and is not intended to authenticate financial transactions, banking activities, or third-party services.

Customers should share the complaint-resolution verification code only with the authorized Vertex Services engineer handling their service request.

12. Complaint Tracking and Service History

Customers and authorized personnel may be able to track complaint progress through the Vertex Services platform.

Complaint tracking information may include:

Complaint number
Complaint creation date
Complaint status
Assigned engineer
Service activity
Uploaded files
Resolution status
Resolution date and time
Spare parts used or required
Service remarks
Other complaint-related records

We may retain complaint and service history to provide customer support, maintain maintenance records, resolve disputes, and improve service operations.

13. Service Visit Charge and Spare-Part Charges

When creating a complaint, customers may be informed that an applicable ₹400 service visit charge will be payable upon the engineer's visit.

Customers may be required to acknowledge or agree to the applicable service visit charge before submitting a complaint.

If spare parts are required to resolve the complaint, additional charges may apply based on the spare parts required or used.

The complaint record may therefore contain information relating to:

Service visit charges
Spare parts
Spare-part prices
Total applicable service charges
Customer acknowledgement of applicable charges

These details are used for service administration, billing, record keeping, and complaint resolution.

Vertex Services may revise service or spare-part charges from time to time. Applicable charges communicated to the customer for the relevant service will govern that service.

14. How We Use Information

We use collected information for legitimate business and service purposes, including to:

Create and manage customer accounts
Create and manage engineer accounts
Authenticate users
Maintain customer profiles
Register and manage products
Maintain product service history
Allow customers to create complaints
Understand reported product issues
Allow customers to upload supporting images or videos
Identify the location where service is required
Assign complaints to engineers
Notify engineers about complaint assignments
Allow engineers to communicate and perform services
Track complaint progress
Record service activities
Verify complaint resolution using OTP
Manage spare parts and inventory
Calculate and record service and spare-part charges
Maintain complaint and repair history
Provide customer support
Communicate service-related information
Improve the functionality and reliability of our services
Protect our systems against unauthorized access, misuse, fraud, or security threats
Comply with applicable legal and regulatory requirements

15. Role-Based Access to Information

Vertex Services uses role-based access so that information is available to authorized users according to their responsibilities.

Customers

Customers may access information associated with their account, registered products, complaints, complaint status, service information, and other customer-facing functionality.

Engineers

Authorized engineers may access complaints assigned to them and information reasonably required to perform the service, including customer contact details, complaint descriptions, service locations, product details, and relevant uploaded media.

Administrators

Authorized administrators may manage customers, engineers, products, spare parts, complaints, assignments, inventory, charges, and other operational information required to operate Vertex Services.

16. Information Sharing and Disclosure

Vertex Services does not sell or rent users' personal information.

Information may be shared where necessary with:

Authorized Vertex Services administrators
Authorized employees
Authorized service engineers
Technology and infrastructure service providers
Cloud hosting providers
Notification service providers
Map or location service providers
Communication service providers
Analytics or diagnostic providers, if used
Government or regulatory authorities where legally required
Professional advisers where necessary for legal, security, or compliance purposes

Third-party service providers may process information only as necessary to provide their respective services and subject to applicable contractual and legal obligations.

17. Data Security

We use reasonable administrative, organizational, and technical safeguards designed to protect personal information against:

Unauthorized access
Unauthorized disclosure
Misuse
Loss
Alteration
Destruction

Security measures may include authentication controls, access restrictions, role-based permissions, OTP verification, secure server communication, and other appropriate technical measures.

However, no mobile application, website, server, or internet transmission can be guaranteed to be completely secure.

Users are responsible for maintaining the confidentiality of their account credentials.

18. Data Retention and Deletion

Vertex Services retains personal and service-related information only for as long as reasonably necessary to provide our services, maintain business and service records, comply with legal requirements, and resolve disputes.

Account Information: Customer and engineer profile information is retained while the account is active and may be deleted or anonymized after account closure or a valid deletion request.

Complaint and Service Records: Complaint details, service history, product information, spare parts, charges, uploaded images/videos, and resolution records may be retained for customer support, warranty, accounting, and business record-keeping purposes.

Location Information: Service-location information may be retained as part of the relevant complaint or service record.

Verification Information: Complaint-resolution verification records may be retained temporarily for security, audit, and dispute-resolution purposes.

Technical Information: Security, authentication, and diagnostic logs may be retained for a reasonable period for system security and troubleshooting.

Users may request deletion of their account and eligible personal information through an in-app deletion option, where available, or by contacting Vertex Services.

Some information may be retained where required for legal, accounting, warranty, fraud prevention, security, or dispute-resolution purposes. Once information is no longer required, it may be securely deleted or anonymized.

20. User Privacy Rights

Depending on applicable law, users may have the right to:

Request access to their personal information
Request correction of inaccurate information
Request deletion of eligible personal information
Withdraw consent where processing relies on consent
Manage application permissions
Request information about how their data is used
Contact Vertex Services regarding privacy concerns

We may verify the identity of the requester before processing privacy-related requests.

21. Application Permissions

Depending on the features being used, Vertex Services applications may request the following device permissions:

Location – To select or identify the location where service is required and support service-related functionality.
Camera – To capture complaint-related photos or videos and profile images where supported.
Photos / Media / Files – To select and upload complaint-related images, videos, profile pictures, or other relevant attachments.
Notifications – To provide complaint assignments, complaint-status changes, and service-related updates.
Internet / Network Access – To communicate securely with Vertex Services servers and provide online application functionality.

Users can control applicable permissions through their mobile device settings. Certain features may not function properly when required permissions are disabled.

22. Children's Privacy

Vertex Services applications are intended for customers, businesses, authorized employees, and service engineers.

Our services are not specifically directed toward children.

We do not knowingly collect personal information from children in violation of applicable laws. If we learn that such information has been collected without appropriate authorization, we will take reasonable steps to delete it where required.

23. Third-Party Services

Vertex Services applications may use third-party technologies or services to provide functionality such as:

Cloud infrastructure
Maps and location services
Push notifications
Analytics
Crash reporting
Communication services

These third parties may process limited information as necessary to provide their services.

Where third-party services process personal information on our behalf, we seek to use such services consistently with applicable privacy and data-protection requirements.

24. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in:

Our mobile applications
Website or administrative portal
Services and business processes
Technology
Legal or regulatory requirements

When this Privacy Policy is updated, the "Last Updated" date at the beginning of this document will be revised.

Where appropriate or legally required, material changes may also be communicated through the application, website, email, or another suitable method.

25. Contact Us

If you have questions, concerns, complaints, or requests relating to this Privacy Policy or your personal information, please contact:

Vertex Services
Website: https://vertexservice.in/
Email: info@vertex.com
Phone: +91702097986
Address: Office No. 715, 7th Floor, Shreeji Gujral Arcade, Kathe Gali, Nashik-Pune Highway, Nashik, Maharashtra 422101.

For account or personal-data deletion requests, please use the subject:

"Account/Data Deletion Request"