Privacy Policy

Effective Date: 25 July 2026
Last Updated: 25 July 2026

The Merch Story is operated by Soigne Urban, a proprietorship
(“The Merch Story”, “we”, “us” or “our”).

This Privacy Policy explains how we collect, use, store, disclose and protect
personal data when you visit
https://themerchstory.com,
contact us, request a quotation, place an order, submit branding material,
communicate with our team or otherwise use our products and services.

By using our website or voluntarily providing personal data to us, you
acknowledge the practices described in this Privacy Policy.

1. Information We Collect

Depending on how you interact with The Merch Story, we may collect the
following information.

A. Contact and Identity Information

We may collect:

• Your name;
• Company or organisation name;
• Designation or job title;
• Email address;
• Telephone or WhatsApp number;
• Billing address;
• Shipping or delivery address; and
• Other contact information you provide.

B. Enquiry, Quotation and Order Information

When you request a quotation, sample or order, we may collect:

• Product requirements;
• Required quantities;
• Budget information;
• Branding and customisation instructions;
• Delivery location and deadline;
• Purchase orders;
• GST and invoicing information;
• Sample approvals;
• Order history;
• Customer-support communications; and
• Feedback, complaints or return requests.

C. Designs and Branding Materials

You may provide logos, artwork, brand guidelines, employee names,
photographs, text, packaging instructions or other materials needed to
customise products.

You confirm that you have the necessary authority and permission to provide
such materials to us and to instruct us to use them for fulfilling your
order.

D. Recipient and Employee Information

Corporate clients may provide employee, customer, event-attendee or
recipient information for the preparation, personalisation and delivery of
welcome kits, gifts or merchandise.

This information may include:

• Recipient name;
• Telephone number;
• Delivery address;
• Employee identification information;
• Product size or preference; and
• Personalisation details.

The corporate client providing this information is responsible for ensuring
that it has the lawful authority, consent or other valid basis required to
share the information with us.

We process such information only for fulfilling the relevant order,
arranging delivery, providing support and meeting applicable legal
obligations.

E. Payment and Transaction Information

We may collect:

• Invoice details;
• Payment status;
• Transaction reference numbers;
• Bank-transfer confirmation; and
• Refund or credit information.

Payments may be processed through banks, payment service providers or
payment gateways. We do not intentionally store complete card numbers, CVV
numbers, internet-banking passwords, UPI PINs or other confidential payment
credentials.

Payment providers process such information according to their own terms and
privacy policies.

F. Website and Technical Information

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

• Internet Protocol address;
• Browser and device type;
• Operating system;
• Pages visited;
• Time and date of visits;
• Referring website;
• Approximate location derived from an IP address;
• Website interactions;
• Error and diagnostic information; and
• Cookie or similar technology identifiers.

G. Communications

We may retain communications received through:

• Website enquiry forms;
• Email;
• Telephone;
• WhatsApp;
• Social-media platforms;
• Live-chat tools; and
• Other customer-support channels.

Calls are not recorded unless we inform you and obtain any consent required
by applicable law.

2. How We Collect Information

We may collect personal data:

• Directly from you;
• From your employer, company or authorised representative;
• Through website forms, quotation requests and checkout pages;
• Through telephone, email, WhatsApp or social-media communication;
• Through cookies and website analytics;
• From delivery, logistics, payment and service partners;
• From publicly available business sources; or
• When another person includes you as an order recipient or contact person.

3. How We Use Personal Data

We may use personal data to:

• Respond to enquiries;
• Understand product and branding requirements;
• Prepare quotations and proposals;
• Create and approve samples;
• Process and fulfil orders;
• Customise, print, manufacture, package and deliver products;
• Coordinate with vendors, manufacturers and logistics providers;
• Generate invoices and maintain transaction records;
• Provide order updates and customer support;
• Process returns, replacements, refunds or complaints;
• Verify transactions and prevent fraud;
• Improve our website, products and customer experience;
• Analyse website traffic and performance;
• Maintain website and information security;
• Comply with tax, accounting and legal requirements;
• Establish, exercise or defend legal claims;
• Send relevant business updates or promotional communications where
  permitted; and
• Carry out other purposes disclosed when the information is collected.

We will not use personal data for a materially unrelated purpose without
providing appropriate notice or obtaining consent where required.

4. Consent and Permitted Processing

Where required by applicable law, we process personal data after receiving
your consent.

We may also process personal data where it is necessary to:

• Respond to a service or order requested by you;
• Fulfil a contract or purchase order;
• Complete an authorised business transaction;
• Comply with a legal obligation;
• Protect our website, systems, customers or business;
• Prevent fraud or misuse;
• Address an emergency involving an individual’s safety; or
• Carry out another legitimate use permitted by applicable law.

You may withdraw consent by contacting us. Withdrawal will not affect
processing already completed lawfully before withdrawal.

Withdrawal may prevent us from providing a service where the relevant
information is necessary to complete that service.

5. Cookies and Similar Technologies

Our website may use cookies and similar technologies for:

• Website functionality;
• Shopping-cart and session management;
• Remembering preferences;
• Security and fraud prevention;
• Website analytics;
• Performance measurement; and
• Advertising or remarketing, where enabled.

Essential cookies may be necessary for the website to function.

Where required, we will request consent before placing non-essential
analytics or advertising cookies.

You can restrict or delete cookies through your browser settings. Disabling
cookies may affect certain website functions.

6. Marketing Communications

We may send information about products, catalogues, offers or services
where:

• You have requested such information;
• You have consented to receive marketing communications; or
• Applicable law otherwise permits the communication.

You may opt out at any time by:

• Using an unsubscribe option included in the communication;
• Replying with an opt-out request; or
• Emailing us at
  [email protected].

Transactional communications concerning quotations, orders, payments,
deliveries or customer support are not marketing communications and may
continue where necessary.

7. How We Share Personal Data

We may share personal data only where reasonably necessary with:

• Employees and authorised representatives;
• Product manufacturers and suppliers;
• Printing, embroidery and customisation partners;
• Packaging and fulfilment partners;
• Courier and logistics providers;
• Banks, payment processors and payment gateways;
• Website hosting, cloud-storage and information-technology providers;
• Email, communication and customer-support providers;
• Analytics, security and fraud-prevention providers;
• Accountants, auditors, insurers, lawyers and professional advisers;
• Government departments, regulators, courts or law-enforcement authorities
  where legally required; and
• A purchaser, successor or relevant adviser during a merger,
  restructuring, financing, sale or transfer of all or part of our
  business.

Service providers are expected to use personal data only for the authorised
purpose and to protect it appropriately.

We do not sell personal data in exchange for money.

8. International Processing

Some technology, cloud, communication, analytics or service providers may
process information outside India.

Where personal data is processed outside India, we will take reasonable
steps to use reputable providers and apply safeguards required by applicable
law.

9. Data Retention

We retain personal data only for as long as reasonably necessary to:

• Complete the purpose for which it was collected;
• Fulfil quotations and orders;
• Maintain customer-service and warranty records;
• Comply with tax, accounting and statutory requirements;
• Prevent fraud and misuse;
• Resolve disputes; and
• Establish, exercise or defend legal claims.

Retention periods may vary depending on the type of information and
applicable legal requirements.

When personal data is no longer required, we may securely delete, anonymise
or restrict it unless continued retention is legally required.

10. Information Security

We use reasonable administrative, organisational and technical safeguards
designed to protect personal data from:

• Unauthorised access;
• Accidental loss;
• Misuse;
• Alteration;
• Disclosure; and
• Destruction.

These safeguards may include access controls, secure connections, password
protection, restricted administrative access, software updates, backups and
security monitoring.

However, no website, transmission method or storage system can be guaranteed
to be completely secure. You should avoid sending sensitive passwords,
payment PINs or unnecessary confidential information through email, website
forms or WhatsApp.

11. Personal-Data Breaches

If we become aware of a personal-data breach, we will take reasonable steps
to:

• Investigate the incident;
• Limit its impact;
• Protect affected information;
• Restore affected systems; and
• Notify affected individuals and competent authorities where required by
  applicable law.

12. Your Rights

Subject to applicable law and any permitted limitations, you may request:

• Information about the personal data we process;
• A summary of how your personal data is used;
• Correction of inaccurate or incomplete personal data;
• Updating of outdated personal data;
• Erasure of personal data that is no longer required;
• Withdrawal of consent;
• Cessation of promotional communications;
• Details of persons or entities with whom your personal data has been
  shared, where legally required;
• Grievance redressal; and
• Nomination of another person to exercise applicable rights in the event
  of your death or incapacity.

To exercise a right, email
[email protected]
with:

• Your full name;
• Your company name, where applicable;
• Your registered email address or telephone number;
• A description of your request; and
• Reasonable information needed to verify your identity.

We may refuse or restrict a request where permitted or required by law,
including where information must be retained for taxation, accounting,
fraud prevention, dispute resolution or legal proceedings.

13. Your Responsibilities

You agree to provide accurate and lawful information.

You must not provide another person’s personal data, address, logo,
photograph, design or other material unless you have the necessary
permission or lawful authority.

Corporate customers providing recipient or employee lists must ensure that
appropriate privacy notices, permissions and consents have been obtained.

14. Children’s Privacy

Our website and services are primarily intended for businesses and adults.

We do not knowingly collect personal data directly from anyone under 18
years of age without verifiable consent from a parent or lawful guardian
where required.

A parent or guardian who believes that a child has provided personal data to
us may contact us to request its removal.

15. Third-Party Websites and Services

Our website may contain links to third-party websites, payment services,
social-media platforms or communication tools.

We do not control and are not responsible for the privacy, security or
content practices of independent third parties. You should review their
privacy policies before providing personal data.

16. Business Transfers

If The Merch Story or Soigne Urban is involved in a merger, acquisition,
restructuring, financing, insolvency or sale of business assets, personal
data may be transferred as part of the transaction.

Any successor receiving such information will be required to process it in
accordance with applicable law.

17. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in:

• Our website or services;
• Our information-processing practices;
• Technology;
• Business operations; or
• Applicable laws and regulations.

The updated version will be published on this page with a revised
“Last Updated” date.

Material changes may also be communicated through the website or by other
appropriate means.

18. Privacy and Grievance Contact

Questions, complaints, consent-withdrawal requests and requests concerning
personal data may be sent to:

Privacy and Grievance Officer
The Merch Story, operated by Soigne Urban
E Block, 273A, East of Kailash
New Delhi, Delhi – 110065
India

Email:
[email protected]
Telephone:
+91 85059 69000
Website:
https://themerchstory.com

Please include “Privacy Request” or
“Privacy Grievance” in the email subject line.

We will acknowledge and address grievances within the period required under
applicable law.

19. Applicable Law

This Privacy Policy is governed by the laws of India, including applicable
data-protection, information-technology and cybersecurity requirements as
amended from time to time.

Subject to applicable consumer and data-protection rights, disputes relating
to this Privacy Policy will be subject to the jurisdiction of the competent
courts in New Delhi, India.