Pronto defends AI camera pilot after privacy backlash; rivals Urban Company, Snabbit distance themselves

Pronto, a startup based in Bengaluru that offers home services, is defending itself against backlash following allegations that some of its service professionals recorded videos inside customers' homes as part of an AI training program. The company asserts that participation in this initiative is entirely voluntary and adheres to India's data protection regulations. The controversy began when journalist Harsh Upadhyay claimed on social media that Pronto was using customer homes for AI training purposes. He stated that Pronto's professionals employed small outward-facing cameras during select jobs that customers could opt into, igniting a heated discussion about privacy and the ethical use of AI data in personal spaces. In response, Pronto emphasized that recordings are only made with explicit customer consent and that individuals must pay separately for this service. They clarified, "Unless you have opted-in and paid for the program personally, the Pro doesn't come to the house with a camera. Opt-in is not a one-time agreement; it must be confirmed before each booking. By default, there is no camera involved, and when there is, it's impossible to miss." Currently, this pilot program encompasses just 0.1% of Pronto's customer base, and the company claims to have spent months ensuring compliance with data protection laws. Founded in April 2025 by 23-year-old Anjali Sardana, Pronto connects households with domestic workers for a variety of services including cleaning and laundry. The startup has seen rapid growth, recently securing $20 million in an extension funding round, bringing its total Series B funding to $45 million and doubling its valuation to $200 million in just over a month. As the controversy unfolded, competitors Urban Company and Snabbit were quick to distance themselves from Pronto's practices. Urban Company CEO Abhiraj Singh Bhal stated unequivocally that they do not record activities inside customers' homes and have no plans to do so in the future. Similarly, Snabbit founder Aayush Agarwal reiterated that their company has never recorded customers' homes and has no intention of implementing such technology. Both companies affirmed their commitment to customer privacy and trust, emphasizing the importance of maintaining high standards in their services.