Privacy Policy

1. Information We Collect

Depending on how you interact with Mithila Gems, we may collect the following types of information.

Personal and Contact Information

When you place an order, contact us, request a quotation, submit a bulk enquiry, or communicate with our team, we may collect information such as:

• Full name
• Email address
• Phone number or WhatsApp number
• Billing address
• Shipping or delivery address
• City, state, postal code, and country
• Company or business name
• GST or other business-related information where required
• Information that you voluntarily provide in messages or enquiry forms

Order and Transaction Information

When you purchase products through our website, we may collect information related to your transaction, including:

• Products ordered
• Quantity and pack size
• Order value
• Billing and shipping details
• Order status
• Payment status
• Delivery and shipping information
• Purchase and transaction history

Payments may be processed through third-party payment gateways or financial service providers. We generally do not directly store complete debit card, credit card, UPI authentication credentials, banking passwords, or other complete payment credentials processed securely by such providers.

B2B, Wholesale and Export Enquiry Information

As Mithila Gems serves wholesalers, distributors, retailers, processors, private-label businesses and international buyers, we may collect additional commercial information when you request a quotation or contact our trade desk, such as:

• Company name
• Business type
• Product or commodity requirements
• Required quantity or estimated volume
• Packaging requirements
• Private-label or OEM requirements
• Destination country or delivery location
• Product specifications
• Import or export requirements
• Sample requirements
• Other information provided as part of commercial discussions

Technical and Usage Information

When you access our website, certain technical information may be collected automatically, including:

• IP address
• Browser type
• Device type
• Operating system
• Approximate location based on IP address
• Pages visited
• Date and time of visits
• Referring website or source
• Website interaction information
• Session and device identifiers
• Cookie information

This information may be used for website functionality, security, analytics, troubleshooting, and improving the user experience.

2. How We Use Your Information

We may use personal information collected through the website for purposes including:

• Processing and fulfilling customer orders
• Arranging shipping and delivery
• Confirming orders and transactions
• Responding to enquiries and customer support requests
• Preparing wholesale, bulk, private-label, OEM, or export quotations
• Communicating regarding product availability, samples, specifications, pricing, packaging, and delivery
• Processing B2B and international trade enquiries
• Managing invoices, billing, and business records
• Preventing fraud, misuse, and security threats
• Operating and improving our website
• Understanding website usage and customer preferences
• Maintaining internal business and transaction records
• Meeting accounting, tax, regulatory, legal, and compliance requirements
• Communicating important changes relating to orders, services, or policies
• Sending promotional or marketing communications where permitted and where you have provided any consent required by applicable law

We will use personal information only for legitimate and lawful business purposes and will seek consent where consent is required by applicable law.

3. Orders and Payment Information

When you purchase products from Mithila Gems, certain information is required to process and deliver your order.

Payment transactions may be processed by independent third-party payment gateways, banks, UPI platforms, or other payment service providers.

These providers may collect and process payment information according to their own privacy policies, security practices, and terms.

Mithila Gems does not intend to collect or retain complete card numbers, CVV numbers, banking passwords, UPI PINs, or similar confidential authentication credentials.

Customers should never provide such authentication credentials to us through email, WhatsApp, contact forms, or telephone conversations.

4. Shipping and Delivery Partners

We may share information necessary to complete your order with courier companies, transport providers, logistics companies, freight forwarders, postal services, customs or export service providers, and other delivery partners.

Information shared may include your:

• Name
• Phone number
• Delivery address
• Order information
• Shipment details
• Other information reasonably required to deliver or process the shipment

Such information is shared only to the extent reasonably required for order fulfilment, transportation, delivery, customs processing, or related services.

5. B2B, Private Label and Export Enquiries

Information submitted through our bulk enquiry, wholesale, private-label, OEM, sourcing, or export enquiry channels may be used to evaluate and respond to your commercial requirements.

We may contact you through email, telephone, WhatsApp, or another communication method that you provide.

For international transactions, certain information may also need to be shared with logistics companies, customs agents, freight forwarders, banks, inspection agencies, testing laboratories, government authorities, certification agencies, or other service providers where reasonably necessary to complete or evaluate a proposed transaction.

6. Contact Forms, Email and WhatsApp

When you contact Mithila Gems through a website form, email, telephone, or WhatsApp, we may retain information contained in that communication so that we can:

• Respond to your request
• Provide quotations or product information
• Follow up on an enquiry
• Resolve customer service issues
• Maintain commercial correspondence
• Maintain appropriate business records

If you choose to communicate with us through WhatsApp or another third-party communication service, your use of that service is also subject to the privacy terms and policies of the relevant third-party provider.

7. Cookies and Similar Technologies

Our website may use cookies and similar technologies to operate properly and improve user experience.

Cookies may be used for purposes such as:

• Remembering cart contents
• Maintaining website sessions
• Remembering user preferences
• Website security
• Measuring website traffic
• Understanding how visitors interact with the website
• Improving website performance
• Analytics
• Marketing or advertising, where such technologies are enabled

Some cookies may be essential for the website to function, while others may be optional.

Where required by applicable law, we will request appropriate consent before placing non-essential cookies or similar tracking technologies.

You may also control or delete cookies through your browser settings. Disabling certain cookies may affect the functionality of parts of our website.

8. Analytics and Third-Party Technologies

We may use third-party website analytics, advertising, security, performance, communication, or measurement services.

These services may collect technical information such as browser type, device information, IP address, interactions with the website, referral source, pages visited, and similar usage information.

Such third-party providers process information according to their own privacy policies and contractual obligations.

Where legally required, analytics or advertising technologies will be used subject to appropriate consent mechanisms.

9. When We May Share Information

We do not sell or rent personal information as a business practice.

We may share personal information where reasonably necessary with trusted third parties such as:

• Payment processors and payment gateways
• Banks and financial institutions
• Courier and delivery companies
• Transport and logistics providers
• Freight forwarders
• Website hosting and technology providers
• Email and communication service providers
• Accounting and professional advisers
• Analytics and website performance providers
• Customer support providers
• Customs, export, inspection, or certification service providers
• Government, regulatory, judicial, or law-enforcement authorities where legally required

Third parties are expected to process information only for legitimate purposes relevant to the services they provide, subject to applicable law and contractual arrangements where appropriate.

10. Legal and Regulatory Disclosure

We may disclose information where we reasonably believe disclosure is necessary to:

• Comply with applicable law or regulation
• Respond to a lawful government or regulatory request
• Comply with a court order or legal process
• Detect, investigate, or prevent fraud
• Protect our legal rights
• Protect the safety or security of our customers, employees, systems, or business
• Enforce applicable website terms or contractual obligations

11. International Data Processing and Transfers

Mithila Gems serves customers and businesses in India and international markets.

As a result, information relating to an international enquiry, shipment, payment, or commercial transaction may be processed or transferred across national borders where reasonably necessary to fulfil your request or transaction.

Where applicable, we will take reasonable measures intended to ensure that such processing or transfers are handled in accordance with applicable data protection requirements.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as otherwise required for legitimate business or legal purposes.

Retention periods may depend on factors such as:

• Whether an order or commercial transaction remains active
• Customer support requirements
• Accounting and taxation requirements
• Contractual obligations
• Fraud prevention
• Dispute resolution
• Regulatory requirements
• Legal record-keeping obligations

When information is no longer reasonably required, we may delete, anonymize, or securely dispose of it, subject to applicable law.

13. Data Security

We take reasonable administrative, technical, and organisational measures designed to protect information against:

• Unauthorized access
• Unauthorized disclosure
• Loss
• Misuse
• Alteration
• Destruction
• Other unlawful processing

However, no website, internet transmission, electronic storage system, or digital communication method can be guaranteed to be completely secure.

You are responsible for taking reasonable precautions when communicating information online and for maintaining the security of any account credentials that may apply.

14. Your Privacy Choices and Rights

Depending on the applicable law and your location, you may have certain rights regarding your personal information.

These may include the right to:

• Request information about personal data processed about you
• Request correction of inaccurate or incomplete information
• Request updating of personal information
• Request deletion or erasure where legally available
• Withdraw consent for processing based on consent
• Opt out of eligible marketing communications
• Raise a complaint or grievance regarding the handling of your personal information

Some rights may be subject to legal exceptions, identity verification requirements, record-keeping obligations, contractual requirements, or other applicable limitations.

To exercise an applicable privacy right, please contact us using the details provided below.

15. Marketing Communications

Where permitted by applicable law, we may communicate with customers, prospective customers, or business contacts regarding:

• Products
• New product availability
• Wholesale opportunities
• Private-label services
• Offers or promotions
• Trade opportunities
• Relevant Mithila Gems services

You may request to stop receiving promotional communications at any time by using an unsubscribe facility where available or by contacting us.

Even after opting out of marketing communications, we may continue sending transactional or service-related communications relating to active orders, enquiries, quotations, payments, deliveries, or contractual matters.

16. Children's Privacy

Our website and commercial services are primarily intended for adults and business users.

We do not knowingly seek to collect personal information from children in circumstances where parental or guardian consent is legally required.

If you are under 18 years of age, you should use the website and submit personal information only with the involvement and permission of a parent or legal guardian where required.

If we become aware that personal information relating to a child has been collected in circumstances that do not comply with applicable legal requirements, we will take reasonable steps to address the matter.

17. Third-Party Websites and Services

Our website may contain links to third-party websites, payment services, social media platforms, WhatsApp, logistics providers, or other external services.

Mithila Gems does not control the privacy practices of independent third parties.

When you leave our website or interact with a third-party service, that party's privacy policy and terms may apply.

We encourage users to review the privacy policies of third-party services before providing personal information to them.

18. Compliance With Applicable Data Protection Laws

Mithila Gems intends to process personal information in accordance with applicable Indian privacy, information technology, consumer, and data protection requirements.

This includes applicable provisions of the Information Technology Act, 2000, rules made thereunder where relevant, and provisions of the Digital Personal Data Protection Act, 2023 and Digital Personal Data Protection Rules, 2025 as and when the relevant provisions become applicable to our processing activities.

Where users are located outside India, additional privacy requirements may apply depending on the circumstances and applicable law.

19. Withdrawal of Consent

Where we rely on your consent to process personal information, you may withdraw that consent by contacting us.

Withdrawal of consent will apply to future processing based on that consent and will not affect processing that was lawfully carried out before consent was withdrawn.

We may still retain or process certain information where required or permitted by applicable law, including information necessary for legal obligations, taxation, accounting, fraud prevention, dispute resolution, or the performance of an existing transaction where legally permitted.

20. Privacy Complaints and Grievances

If you have a question, concern, complaint, or request regarding your personal information or this Privacy Policy, you may contact Mithila Gems using the contact details below.

We will make reasonable efforts to review and respond to legitimate privacy requests within an appropriate period and in accordance with applicable legal requirements.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

• Changes to our business
• Changes to our website or services
• New technologies or service providers
• Changes in legal or regulatory requirements
• Changes in our data-handling practices

When we make material changes, we may update the “Last Updated” date displayed at the top of this page.

We encourage visitors to review this Privacy Policy periodically.

22. Contact Us

For questions, privacy requests, complaints, corrections, or other concerns regarding this Privacy Policy, please contact:

Mithila Gems

Mithila Gems Industrial Estate

Darbhanga & Madhubani Region

Bihar – 846004, India

Phone / WhatsApp: +91 92114 24613

Email: bulk@mithilagems.com

Export & Sourcing Email: exports@mithilagems.com

Website: https://mithilagems.in/

When contacting us regarding a privacy request, please provide sufficient information for us to identify and respond to your request. For your protection, we may request reasonable verification before processing certain privacy-related requests.

By continuing to use the Mithila Gems website or voluntarily providing information through our website and communication channels, you acknowledge that you have read this Privacy Policy.