Last updated: 26th November 2025

Welcome to The Undercover Agents (“we”, “us”, “our”).

We are committed to protecting your personal information and your right to privacy.

This Privacy Policy explains how we collect, use, store, and safeguard your information when you visit or make a purchase from our website- https://theundercoveragents.com/

1. Information We Collect

We collect the following types of information to operate our website, fulfil orders, and improve user experience:

a. Personal Information

When you make a purchase, create an account, or contact us, we may collect:

• Name
• Email address
• Phone number
• Billing address & shipping address
• Payment information (processed securely through Shopify or third-party payment gateways; we do not store card details)

b. Device Information

Automatically collected when you visit the website:

• IP address
• Browser type & version
• Device details
• Cookies & tracking data
• Browsing behavior on our website (pages viewed, time spent)

c. Order Information

• Products purchased
• Order value
• Transaction details
• Delivery status

d. Gameplay / Experience Information

For mystery cases or puzzle products:

• Answers you submit
• Progress or activity logs
• Feedback or support messages

(We do not collect sensitive personal information.)

2. How We Use Your Information

We use your information to:

• Process and fulfil orders
• Communicate order updates and support
• Improve website performance and user experience
• Personalise content or product recommendations
• Detect, prevent, and address technical issues
• Send marketing or promotional messages (only with your consent)
• Analyse website traffic and performance (via analytics tools)

3. Sharing Your Information

We do not sell your personal data. We may share information with trusted third parties only to operate our business:

• Shopify (our website and e-commerce platform)
• Payment gateways like Razorpay / PayPal / Stripe
• Shipping partners
• Analytics providers (Google Analytics, Meta Pixel, etc.)
• Email/SMS service providers

These partners only receive necessary information and must keep it confidential.

4. Cookies & Tracking Technologies

We use cookies to:

• Remember your preferences
• Provide a personalised shopping experience
• Analyse website traffic
• Improve website functionality

You can disable cookies in your browser settings, but some features may not work properly.

5. Data Protection & Security

We take reasonable administrative, technical, and physical measures to protect your information, including:

• SSL encryption
• Secure payment processing
• Restricted data access internally
• Regular system monitoring

However, no method of online transmission is 100% secure.

6. Your Rights

Depending on your region (India, EU, UK, US), you may have the right to:

• Access the personal data we hold
• Request corrections
• Request deletion of your data
• Opt out of marketing communications
• Withdraw consent
• Request a copy of your data
• Object to data processing (where applicable)

To exercise these rights, email ugents212@gmail.com

7. Data Retention

We retain personal data only as long as needed for legal and business purposes:

• Order information: up to 7 years (for tax and accounting)
• Marketing data: until you unsubscribe
• Website analytics: as per third-party retention policies

8. Third-Party Links

Our website may contain links to external websites. We are not responsible for their privacy practices or content.

9. Children’s Privacy

Our products and website are not intended for children under 13. We do not knowingly collect data from children.

10. International Users

Your data may be transferred and processed outside your country (e.g., on Shopify servers). We ensure appropriate safeguards are in place for international data transfers.

11. Changes to This Policy

We may update this Privacy Policy occasionally. Updates will be posted on this page with a new “Last updated” date.

12. Contact Us

If you have questions about this Privacy Policy or want to exercise your rights, contact us:

The Undercover Agents

Email: uagents212@gmail.com

Phone: 7209549364

Address: Hallmark sunnyside, 470,471, Narsingi Appa, Service Road, Manchirevula Village, Gandipet Mandal, Hyderabad, Telangana 500075

Last updated: 26th November, 2025

We want you to have a smooth experience with our mystery cases. Please read our refund and cancellation rules below.

1. No Refunds on all Case Products

All mystery cases, digital files, clues, downloads, and story content are non-refundable once purchased or delivered. This is because the experience is instantly accessible and the content cannot be returned.

2. Cancellation Policy

• Orders cannot be cancelled once they are processed or shipped.
• For digital cases: cancellations are not possible after payment, as the content is delivered instantly.

3. Damaged or Wrong Physical Product

If you receive:

• A damaged product
• A defective item
• A wrong item

Please contact us within 48 hours of delivery with:

• Order ID
• Photos of the product
• Packaging photos
• Description of the issue

Eligible cases will receive a free replacement, not a refund.

4. Lost or Delayed Shipments

We are not responsible for courier delays or issues caused by incorrect address details provided by the customer. However, if a package is confirmed lost by the courier, we will arrange a replacement.

5. Change of Mind

We do not accept returns or refunds for:

• Change of mind
• Incorrect purchase
• “Did not like the story/puzzle style”
• Completed mystery cases

6. Contact Us

For any refund or replacement request, reach out to:

The Undercover Agents

Email: uagents212@gmail.com

Make sure to email within the specified time window.

Last updated: 26th November, 2025

By using our website https://theundercoveragents.com/ or purchasing our products, you agree to these Terms & Conditions.

1. Use of Our Website

You must be 18+ or have parental permission. All cases have the age mentioned to them which you must follow. Do not misuse the site, copy content, or interfere with its functionality.

2. Products & Services

We offer mystery & puzzle cases for entertainment purposes. We may change prices, update products, or discontinue items at any time.

The games are pure fiction. Names, Individuals, companies, events, places and incidents are either results of the designers imagination or used in fictitious manner. Any likeness to actual persons living or dead or actual events is purely coincidental.

3. Orders & Payments

By placing an order, you agree that all information you provide is accurate. Payments are handled securely by Shopify and third-party gateways. We may cancel or refuse any order.

4. Gameplay Rules

All storylines, clues, and case materials belong to The Undercover Agents. You may not share, post, or distribute any game content or solutions.

5. Intellectual Property

All content (text, artwork, puzzles, videos, branding) is our property. You may not copy, resell, or reproduce without written permission.

6. Shipping & Delivery

Delivery timelines may vary. We are not responsible for courier delays or incorrect shipping details provided by the customer. Digital files are usually delivered via email or account access.

7. Limitation of Liability

We are not responsible for:

• Delays
• Loss of data
• Gameplay outcomes
• Any indirect or incidental damages

Our products are for entertainment only.

8. Account Responsibility

If you create an account, keep your login details secure. We may suspend accounts for suspicious or harmful activity.

9. Third-Party Services

Payments, analytics, shipping, and communication may be handled by third parties. We are not responsible for their policies or actions.

10. Changes to Terms

We may update these Terms anytime. Continued use of the site means you accept the latest version.

11. Governing Law

These Terms are governed by the laws of India. Disputes will be handled in Hyderabad city and Telangana state courts.

13. Contact Us

For questions:
Email: uagents212@gmail.com
Phone: 7209549364