Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose and Scope

This Email Communication Policy explains how Suffle Online sends, receives, organises and manages email communications relating to customer accounts, sellers, marketplace transactions, support, security, notifications, subscriptions and other Suffle services.

It also explains the distinction between service/transactional emails and promotional or marketing communications.

This Policy applies to emails sent by Suffle and to email-related features available through the platform. Processing of a user's connected Gmail or other mailbox is governed additionally by the Gmail / Email Data Policy.

2. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

General Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Grievance Officer Email: info@flyshoppy.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

3. Central Email Communication System

Suffle should use one central Email Communication system for outbound transactional, account, support, security and permitted promotional communications.

Different features may trigger different email templates, but delivery, logging, status handling, preferences, suppression and audit records should remain within the central communication architecture.

Separate duplicate email-sending systems should not be created for individual marketplace, seller, travel, subscription or other modules.

4. Types of Email Communications

Suffle emails may include account and authentication messages, order confirmations, payment updates, shipping/tracking notifications, return/refund updates, seller notifications, support responses, security alerts, document/reminder notifications, subscription notices and promotional communications.

The applicable communication type should be determined from the actual event and user communication preferences.

5. Transactional and Service Emails

Transactional or service emails may be sent when reasonably necessary to provide a requested service or communicate material account/transaction information.

Examples include verified order confirmation, payment status, shipment updates, return/refund status, account changes, security alerts, password or authentication workflows, support responses and subscription status.

These communications should not be misrepresented as promotional simply to avoid necessary service communication.

6. Promotional and Marketing Emails

Where Suffle sends promotional emails, they should be sent only where permitted by applicable law and the user's applicable preferences, permissions or other lawful basis.

Promotional messages may include product recommendations, marketplace offers, seller promotions, campaigns, new products or other marketing content.

Promotional communication should clearly identify its commercial nature where required.

7. Unsubscribe and Communication Preferences

Where applicable, promotional emails should provide a clear mechanism to unsubscribe or change marketing preferences.

Opting out of promotional emails should not normally stop essential transactional, security, legal or account-related communications.

Preference changes should be recorded centrally and respected across applicable Suffle email campaigns.

8. Email Address Collection

Suffle may collect an email address when a user creates an account, voluntarily provides contact information, purchases a product, contacts support, registers as a seller or uses another feature requiring email communication.

Users should provide an email address they are authorised to use and should keep it accurate where email is used for important account or transaction communication.

9. Email Verification

Suffle may verify an email address using an appropriate verification mechanism.

Verification messages may contain links, codes or other authentication mechanisms.

Users should not share verification links or codes with other people.

10. Account and Security Emails

Suffle may send security-related communications concerning login activity, password changes, account recovery, connected-account changes, suspicious activity, security incidents or other account-protection events.

Security emails should avoid exposing unnecessary personal information or sensitive credentials.

11. Order and Marketplace Emails

Customers may receive emails concerning marketplace orders, including order confirmation after verified payment, seller fulfilment, shipment/tracking updates, delivery-related events, returns, replacements, cancellations and refunds.

Suffle must not send an order-confirmed email before the applicable payment has been server-side verified.

An email indicating a payment or refund is complete must be based on the actual verified payment/refund record.

12. Seller Emails

Sellers may receive emails concerning seller registration, verification, compliance documents, product approval, orders, fulfilment, returns, settlements, support and account/security events.

Seller emails must not expose another seller's confidential information.

13. Custom and Personalised Product Emails

Customers and sellers may receive emails about customization requests, seller approval, final pricing, fulfilment, delivery/pickup or other order events.

Customer-uploaded customization files should not be unnecessarily included as email attachments. Where access is required, Suffle should use secure, access-controlled links or another appropriate mechanism.

14. Local Delivery and Pickup Emails

Where supported, Suffle may send delivery or pickup notifications for local products based on actual order and fulfilment records.

Emails should not claim delivery or pickup completion unless the underlying record supports the status.

15. Payment and Razorpay Communications

Marketplace and WhatsApp software subscription payments are separate financial flows.

Suffle may send payment-related emails based on its verified payment records and applicable Razorpay events.

Payment credentials such as passwords, OTPs, UPI PINs, CVV, ATM PINs or banking passwords must not be requested or included in ordinary email communications.

16. Subscription Emails

Suffle may send emails concerning WhatsApp software subscriptions, including checkout, payment verification, activation, expiry, plan status, suspension or other subscription events.

Subscription emails should reflect the actual entitlement state and should not claim activation before verified payment and entitlement processing.

17. Referral and Rewards Emails

Where enabled, Suffle may send referral or rewards communications concerning eligibility, reward issuance, expiry, redemption or campaign information.

Reward emails must reflect actual programme records and should not promise rewards that have not been verified as eligible.

Referral and rewards communications are governed by the Referral & Rewards Terms.

18. Support and Grievance Emails

Suffle may use email to acknowledge support requests, provide ticket references, request information, communicate investigation status or provide grievance responses.

Support and grievance communications should avoid unnecessary disclosure of personal or confidential information.

19. Documents and Email

Where users have voluntarily connected an email service, Suffle may process relevant emails and attachments for supported import, document and tracking functions.

Connected mailbox processing is distinct from Suffle's outbound email communication and is governed by the Gmail / Email Data Policy and Connected Apps & Accounts Policy.

20. Email Import and Automated Processing

Where authorised, Suffle may use automated processing or AI to identify relevant booking, order, invoice, subscription or other information from email.

High-confidence information may be used for permitted record updates; medium-confidence information may require confirmation; low-confidence information should not automatically create or materially alter important records.

AI must not fabricate information from an email or claim that an email proves a transaction unless the source actually supports the claim.

21. Email Templates

Suffle may maintain centrally managed templates for different communication types.

Templates should use actual dynamic data from the relevant account, order, payment, seller, shipment or other record.

Placeholder, test or fabricated values must not be sent to production users.

22. Personalisation of Emails

Suffle may personalise service or promotional emails using authorised account, transaction, preference or marketplace information.

Personalisation should remain consistent with the Privacy Policy and applicable user choices.

Personalisation must not expose information belonging to another user or seller.

23. Email Content Accuracy

Email content should accurately describe the underlying event, status and available action.

Where a status depends on a third party, such as a courier or payment provider, the email should not imply a stronger guarantee than the source supports.

AI-generated or automatically generated email content must be based on actual system data.

24. Links in Emails

Links in Suffle emails should direct users to legitimate Suffle pages or authorised third-party provider pages relevant to the communication.

Users should verify the domain before entering credentials or payment information.

Suffle should not use misleading links or impersonate third-party providers.

25. Email Security

Suffle should apply appropriate authentication, authorisation, encryption in transit, access controls, logging, template controls and other security measures to its email communication infrastructure.

Email itself is not assumed to be a secure channel for highly sensitive information.

Sensitive information should be minimised and protected through secure account pages or controlled links where appropriate.

26. No Sensitive Credentials by Email

Suffle must not intentionally request or send passwords, OTPs, UPI PINs, CVV, ATM PINs, banking passwords or similar prohibited secrets through ordinary email.

If an authentication workflow requires a code, it should use the designated secure mechanism and appropriate security controls.

27. Third-Party Email Providers

Suffle may use third-party email delivery, authentication, analytics, support or communication providers.

Such providers should be subject to appropriate contractual, privacy and security controls.

Suffle should share only the information reasonably necessary for the enabled communication.

28. Delivery Status and Email Logs

The central communication system may record states such as Queued, Sent, Delivered, Bounced, Failed or Suppressed, depending on provider capabilities.

Delivery status is not the same as a recipient having read or acted on an email unless the relevant mechanism reliably indicates that event.

Email logs should be based on actual provider/system events and must not be fabricated.

29. Failed, Bounced or Undeliverable Emails

Suffle may retry certain non-delivered messages where appropriate and permitted by its communication rules.

Repeated failures may result in suppression or a request to update the email address.

An email being sent successfully does not guarantee delivery to the recipient's inbox.

30. Suppression and Opt-Out Lists

Suffle should maintain central suppression records for applicable promotional communications and other communications where suppression is appropriate.

Suppression rules should be applied consistently across email campaigns to avoid sending promotional communications after a valid opt-out.

31. Anti-Spam and Responsible Communication

Suffle must not intentionally use its email systems for spam, phishing, impersonation, deceptive messaging or unlawful bulk communication.

Promotional communications should be targeted responsibly and should respect applicable consent, opt-out and messaging requirements.

Users and sellers must not use Suffle email functionality to send prohibited or abusive communications.

32. Seller-Generated Communications

Where sellers are permitted to communicate with customers through Suffle, the communication should use the platform's authorised communication mechanisms and applicable customer/order context.

Sellers must not obtain or use customer email addresses for unrelated marketing outside permitted purposes or applicable consent/legal requirements.

33. Email and Privacy

Email addresses and communication records may constitute personal data.

Suffle's collection, use, disclosure and retention of email information are governed by the Privacy Policy and applicable data-protection requirements.

Users may exercise applicable rights through the mechanisms described in the Privacy Policy and Grievance Redressal Policy.

34. Email Retention

Suffle may retain communication records, delivery logs, support emails and relevant metadata for service operation, security, dispute resolution, compliance and legal purposes.

Retention should be proportionate to the purpose and follow the Privacy Policy and Account Deletion & Data Retention Policy.

Deleting an account does not necessarily erase records that Suffle is legally or operationally required to retain.

35. Email and Account Deletion

Where applicable, account deletion may remove or de-identify eligible communication data according to Suffle's retention rules.

Users should not assume that deleting a local email or account removes messages already received in their personal mailbox.

36. AI-Generated Email Content

Suffle AI may assist in drafting support replies, notifications, seller communications or other permitted messages.

AI-generated communication must be reviewed or controlled according to the risk and purpose of the message.

AI must not invent payment status, order confirmation, refund completion, tracking information, discounts, seller approvals or other material facts.

37. Email Communication and Legal Notices

Certain legal or contractual notices may be delivered electronically where permitted.

Users are responsible for maintaining access to the email address associated with their Suffle account where email is used for important communications.

Nothing in this Policy prevents Suffle from using another legally permitted communication method when appropriate.

38. Complaints About Emails

Users may report unwanted, misleading, suspicious, incorrect or unauthorised Suffle emails through the support or grievance channel.

Security or phishing concerns should be reported promptly and should not include passwords or other sensitive credentials.

Suffle may investigate the relevant account, communication log, template and delivery records.

39. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Data Security & Protection Policy, Gmail / Email Data Policy, Connected Apps & Accounts Policy, Suffle AI Terms, AI Tracking / Automated Processing Notice, Referral & Rewards Terms, Subscription Policy and Grievance Redressal Policy.

40. Policy Updates

Suffle may update this Policy as communication systems, email providers, platform features, legal requirements or security practices change.

The current effective version should be maintained through Suffle's central legal/policy management system.

41. Legal and Implementation Note

This Policy describes Suffle's intended email-communication framework. The production system should use actual communication events and provider responses, central templates, suppression rules, delivery logs and access controls.

Consent, notice, marketing, retention and other email-processing practices should be implemented according to applicable Indian law and the actual communication purpose.

This Policy should be reviewed by qualified Indian e-commerce, privacy and technology counsel before publication and periodically thereafter.

Critical Email Communication Rules

·       Use one central Email Communication system; do not create duplicate email engines for separate Suffle modules.

·       Transactional/service emails and promotional emails must be distinguished and handled according to their applicable rules.

·       Promotional opt-outs must be respected across applicable campaigns; essential transactional and security emails may still be sent where necessary.

·       Order-confirmation emails must only be sent after server-side verified payment and actual order confirmation.

·       Suffle must not intentionally request or send passwords, OTPs, UPI PINs, CVV, ATM PINs or banking passwords through ordinary email.

·       Email delivery statuses must come from actual communication/provider events; do not fabricate Sent, Delivered or Read states.

·       AI-generated emails must use actual system records and must not invent payment, refund, order, tracking, seller or subscription facts.

Related Suffle Policies

·       Terms & Conditions

·       Privacy Policy

·       Data Security & Protection Policy

·       Gmail / Email Data Policy

·       Connected Apps & Accounts Policy

·       Suffle AI Terms

·       AI Tracking / Automated Processing Notice

·       Referral & Rewards Terms

·       Subscription Policy

·       Grievance Redressal Policy

Email Governance Requirement

The production system should maintain a central communication log containing the communication type, triggering event, recipient, template/version, queue status, provider response, suppression status and relevant timestamps. Access to communication content and logs should be role-controlled and auditable.