Privacy Policy

This Privacy Policy explains how we collect, use, share and protect personal data when you visit this website or interact with us about TicketWise. It is written in plain English and is designed to be substantively compliant with India's Digital Personal Data Protection Act, 2023 (the DPDP Act). Please read it carefully.

1. Introduction & who we are

TicketWise is an AI-enabled grievance & ticketing platform for facility management teams across India — used by hotels, hospitals, corporate parks, malls and campuses to triage, route, verify and close complaints on time. TicketWise is a product of DreamyHook Digital Media (https://dreamyhook.com (opens in a new tab)), based in Gurugram, Haryana, India.

Our role under the DPDP Act depends on the context in which we handle personal data:

• For this marketing website (for example, when you submit a demo or contact request), we act as a Data Fiduciary — we determine the purpose and means of processing your personal data.
• For data inside the TicketWise product (the tickets, complaints and records our clients manage in their tenant), we act as a Data Processor. We process that data only on the documented instructions of our client, who is the Data Fiduciary for it. If you are an end-user raising a grievance through a facility that uses TicketWise, please refer to that organisation's own privacy notice.

2. Key DPDP definitions

To help you read this policy, here are the core terms used in the Act:

• Data Principal — the individual to whom the personal data relates (in many cases, that's you).
• Data Fiduciary — the person or organisation that decides the purpose and means of processing personal data.
• Data Processor — a person or organisation that processes personal data on behalf of, and on the instructions of, a Data Fiduciary.
• Personal Data — any data about an individual who is identifiable by or in relation to such data.
• Processing — any operation performed on personal data, such as collection, recording, storage, use, sharing, or erasure.

3. Personal data we collect

We aim to collect the minimum data needed for clearly stated purposes. On this website, we may collect:

Information you give us

• Demo & contact forms — your name, work email, company / organisation, facility type (for example, hotel, hospital, corporate park, mall or campus) and the contents of your message.

Technical & usage data

• With your consent, we may collect technical and usage data such as your IP address, device and browser type, and the pages you view, using cookies and analytics. Non-essential analytics are loaded only after you consent. See our Cookie Policy for details.

4. Purposes & lawful basis

Under the DPDP Act, we process personal data on the basis of your consent or for legitimate uses recognised by the Act. We use your data only for these specific purposes:

• Responding to enquiries — to reply to your demo or contact request and to communicate with you about it.
• Providing demos & onboarding — to arrange and deliver product demonstrations you ask for.
• Securing the site — to keep this website safe, available and free from abuse or fraud.

We follow the principle of purpose limitation: we do not use your personal data for new purposes that are incompatible with the ones above without seeking your consent.

5. Consent & withdrawal

Where we rely on consent, that consent will be free, specific, informed, unconditional and unambiguous, given by a clear affirmative action, and limited to the purposes we tell you about.

You can withdraw your consent at any time, and we will make it as easy to withdraw as it was to give. To withdraw consent, contact our Grievance Officer at privacy@ticketwise.in. Withdrawing your consent will not affect the lawfulness of any processing we carried out before you withdrew it, and we will stop the relevant processing as required by the Act.

6. Cookies

We use a small number of strictly necessary cookies to make the site work. Non-essential cookies (for example, analytics) are set only with your consent, and you can change your choice at any time. For a full list of cookies, their purposes and how to manage them, see our Cookie Policy.

7. Your rights as a Data Principal

The DPDP Act gives you the following rights over your personal data:

• Right to access — to obtain a summary of the personal data we process about you and the processing activities involved.
• Right to correction & erasure — to have your personal data corrected, completed, updated, or erased where it is no longer needed for the purpose it was collected.
• Right to grievance redressal — to a readily available means of raising a grievance with us about how we handle your data (see Section 12).
• Right to nominate — to nominate another individual to exercise your rights in the event of your death or incapacity.

To exercise any of these rights, email our Grievance Officer at privacy@ticketwise.in. We may need to verify your identity before acting on a request.

8. Sharing & processors

We do not sell your personal data. We share personal data only where necessary and under appropriate contracts that require confidentiality and DPDP-aligned safeguards. This may include:

• Cloud hosting providers — who store and serve the website and product on our behalf.
• AI inference providers — used inside the product to power features such as AI triage and routing (for example, NVIDIA NIM). These providers process data only as engaged Data Processors, on documented instructions.

Where personal data is transferred outside India, we do so consistent with the DPDP Act and any restrictions notified by the Central Government from time to time.

9. Data retention

We keep personal data only as long as necessary for the purposes set out in this policy, or for as long as the law requires us to. When personal data is no longer needed and there is no legal obligation to retain it, we delete it or irreversibly anonymise it.

10. Security

We apply reasonable technical and organisational safeguards to protect personal data against unauthorised access, loss, misuse or alteration — including encryption in transit, access controls and the principle of least privilege. Inside the TicketWise product, we maintain strict tenant isolation so that one client's data is never accessible to another.

In the event of a personal data breach, we will handle it in line with the DPDP Act, including notifying the Data Protection Board of India and affected Data Principals as required.

11. Children's data

This website and TicketWise are intended for business and professional use and are not directed at children. We do not knowingly process the personal data of children (anyone under 18 years of age) without verifiable consent from a parent or lawful guardian. We do not undertake tracking, behavioural monitoring, or targeted advertising directed at children. If you believe we have inadvertently collected a child's data, please contact our Grievance Officer so we can delete it.

12. Grievance Officer

If you have any question, concern or complaint about how we handle your personal data, please contact our designated officer:

• Grievance Officer
• Email: privacy@ticketwise.in
• Address: DreamyHook Digital Media, Gurugram, Haryana, India
• We aim to respond within 30 days of receiving your request.

If your grievance is not resolved to your satisfaction, you may also approach the Data Protection Board of India in accordance with the DPDP Act.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you. We encourage you to review this page periodically.

14. Contact

For any general questions about this policy or our privacy practices, you can reach us at hello@dreamyhook.com. Our registered location is Gurugram, Haryana, India.