Privacy Policy, Terms of Service & Grievance Policy

Privacy Policy

Applies to unetra.co.in, the Unetra tenant, landlord, broker and admin portals, and any related services (together, the "Platform").

1. Introduction

Unetra Pvt. Ltd. ("Unetra", "we", "us", "our") operates a technology platform that helps tenants and landlords record rental deposits digitally, track returns, and manage move-in/move-out inspections. This Privacy Policy explains what personal information we collect when you use the Platform, why we collect it, who we share it with, and the choices and rights available to you.

By creating an account or otherwise using the Platform, you agree to the collection and use of information as described in this Policy. If you do not agree, please do not use the Platform.

2. Information We Collect

We collect information in the following categories:

• Identity and contact information — name, email address, phone number, and address, provided when you register or complete your profile.
• Verification information — government ID details, PAN, or other KYC information required to record a deposit or comply with our NBFC partner's onboarding requirements.
• Tenancy and financial information — deposit amount, rent agreement details, property address, bank or UPI details used for deposit recording and settlement, and CIBIL or rental history information where relevant to a tenancy check.
• Inspection records — timestamped photos, notes, and condition reports created during move-in and move-out inspections.
• Usage and device information — log data, IP address, browser type, device identifiers, and how you interact with the Platform, collected automatically when you use our website or portals.
• Communications — records of support conversations, emails, and messages you send us, including through the Contact Us page.

3. How We Use Your Information

We use the information above to:

• Create and maintain your tenant, landlord, or broker account;
• Record deposits, calculate and credit the 5% p.a. return, and process settlement at the end of a tenancy;
• Verify identity and carry out the checks required by our NBFC partner and applicable regulation;
• Generate and store move-in/move-out inspection reports for dispute-free settlement;
• Respond to support requests and communicate service updates;
• Detect, investigate, and prevent fraud, abuse, or security incidents; and
• Improve the Platform's features, reliability, and user experience.

4. Sharing Your Information

Unetra is a technology platform and is not itself a bank, NBFC, or licensed escrow institution. Deposit recording and fund management is carried out through our licensed partner, Mangal Credit & Fincorp Limited, an RBI-registered NBFC, and the information necessary to record and manage your deposit is shared with them for that purpose.

We may also share information with:

• The other party to your tenancy (for example, sharing a tenant's inspection report with the corresponding landlord, and vice versa), strictly as needed to operate the deposit-recording and settlement process;
• Service providers who help us operate the Platform, such as hosting, payment processing, identity verification, and customer support tools, under confidentiality obligations;
• Regulators, law enforcement, or courts, where required by applicable law or a valid legal process; and
• A successor entity in the event of a merger, acquisition, or sale of assets, subject to this Policy continuing to apply to your information.

We do not sell personal information to third parties for their own marketing purposes.

5. Data Storage and Security

We use reasonable technical and organisational measures — including encryption in transit, access controls, and restricted internal access — to protect your information against unauthorised access, alteration, disclosure, or destruction. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

We retain personal information for as long as your account is active and for a reasonable period afterward as needed to comply with legal, accounting, or regulatory obligations, resolve disputes, and enforce our agreements.

6. Your Rights and Choices

Subject to applicable law, including the Digital Personal Data Protection Act, 2023, you may:

• Request access to the personal information we hold about you;
• Ask us to correct inaccurate or incomplete information;
• Request deletion of your information, subject to our legal and regulatory retention obligations;
• Withdraw consent to certain processing, where processing is based on consent; and
• Raise a grievance about how your information has been handled, as described in our Grievance Policy below.

You can exercise these rights by contacting us using the details in Section 10.

7. Cookies and Similar Technologies

Our website may use cookies and similar technologies to keep you signed in, remember preferences, and understand how the Platform is used. You can control cookies through your browser settings; disabling them may affect some features of the Platform.

8. Children's Privacy

The Platform is intended for use by adults capable of entering into a tenancy agreement. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can remove it.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. We will update the "Last updated" date above when we do, and, where changes are material, we will provide additional notice.

10. Contact Us

Terms of Service

Please read these terms carefully before using the Platform.

1. Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of the Platform. By registering for an account or using the Platform, you agree to be bound by these Terms and by our Privacy Policy. If you are using the Platform on behalf of an organisation, you confirm you have the authority to bind that organisation to these Terms.

2. Description of Service

Unetra is a technology platform that enables tenants and landlords to digitally record a rental deposit, track a fixed return on that deposit, generate timestamped inspection reports, and manage settlement at the end of a tenancy. Brokers, housing societies, and property managers may use the Platform to refer clients and track referrals through the broker portal.

Unetra is not a bank, NBFC, insurer, or licensed escrow institution. Deposit recording and fund management is carried out through our licensed NBFC partner, Mangal Credit & Fincorp Limited, in accordance with applicable Indian regulations. Unetra does not itself hold, manage, or invest tenant deposits.

3. Eligibility and Account Registration

You must be at least 18 years old and capable of entering into a legally binding tenancy or partnership arrangement to use the Platform. You agree to provide accurate, current, and complete information when creating your account and to keep that information up to date. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

4. Deposits, Returns, and Settlement

Deposits recorded through the Platform earn a fixed 5% per annum simple-interest return for the duration of the tenancy, split equally between tenant and landlord, calculated and disbursed in accordance with the terms agreed at the time of recording. Actual returns are subject to the applicable terms and regulations governing our NBFC partner, and to the accuracy of the tenancy details provided.

Settlement at the end of a tenancy is based on the move-in and move-out inspection reports generated through the Platform and any agreement reached between tenant and landlord. Unetra facilitates this process but is not a party to the underlying tenancy agreement between tenant and landlord.

5. Fees

Use of the core tenant and landlord features of the Platform, and the broker referral tools described on our Partners page, are provided at no cost as described on the Platform at the time of use. Any fees applicable to specific services, if introduced, will be clearly disclosed before you are charged.

6. User Responsibilities

You agree to:

• Provide accurate information about yourself, your property, and your tenancy;
• Use the Platform only for lawful purposes connected to a genuine tenancy or brokerage relationship;
• Not misrepresent your identity or your relationship to a property or tenancy; and
• Cooperate in good faith with the inspection and settlement process.

7. Prohibited Uses

You may not use the Platform to: violate any applicable law or regulation; submit false or fraudulent tenancy, identity, or financial information; interfere with or disrupt the Platform's operation or security; attempt to access another user's account without authorisation; or use the Platform's referral tools to onboard clients through deceptive or coercive means.

8. Intellectual Property

The Platform, including its design, text, graphics, logos, and underlying software, is owned by Unetra or its licensors and is protected by applicable intellectual property laws. You are granted a limited, non-exclusive, non-transferable licence to access and use the Platform for its intended purpose. You may not copy, modify, distribute, or reverse-engineer any part of the Platform without our prior written consent.

9. Limitation of Liability

To the maximum extent permitted by law, Unetra shall not be liable for any indirect, incidental, or consequential damages arising from your use of the Platform, disputes between tenants and landlords, or delays or errors attributable to third parties, including our NBFC partner. Unetra's role is limited to providing the technology platform; underlying financial services are provided by our licensed NBFC partner in accordance with its own terms and applicable regulation.

10. Indemnification

You agree to indemnify and hold Unetra harmless from any claims, losses, or damages arising from your breach of these Terms, misuse of the Platform, or the information you provide.

11. Termination

We may suspend or terminate your access to the Platform if you breach these Terms, provide false information, or misuse the Platform. You may close your account at any time by contacting us, subject to the completion of any active tenancy or settlement obligations.

12. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Any dispute arising from these Terms or your use of the Platform will be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra, without prejudice to any grievance redressal process described in our Grievance Policy below.

13. Changes to These Terms

We may update these Terms from time to time. Continued use of the Platform after changes are posted constitutes acceptance of the revised Terms. Where changes are material, we will provide additional notice.

Grievance Policy

How to raise a concern, and how we handle it.

1. Purpose

This Grievance Policy explains how tenants, landlords, brokers, and other users of the Platform can raise a complaint or concern, and the process Unetra follows to acknowledge, investigate, and resolve it fairly and within a reasonable time.

2. What This Policy Covers

This policy covers grievances relating to: deposit recording or return calculation errors; delays or issues with inspection reports or settlement; account or access issues; concerns about how your personal information has been handled; and conduct of a broker or partner referred through the Platform. Disputes purely between a tenant and a landlord over the terms of their own tenancy agreement are primarily their responsibility to resolve, though Unetra will assist where the Platform's records are relevant.

3. How to Raise a Grievance

You can raise a grievance through any of the following channels:

• Email: info@unetra.co.in
• Phone: 022 - 6945 6024
• The Contact Us page on the Platform
• Post: Unetra Pvt. Ltd., Level 1, Block A, Dr Annie Besant Road, Shiv Sagar Estate, Worli, Mumbai, Maharashtra - 400018

Please include your registered name, contact details, tenancy or account reference (if applicable), and a clear description of the issue, so we can investigate promptly.

4. Resolution Process and Timelines

We aim to follow this process for every grievance raised:

• Acknowledgement — within 2 working days of receipt.
• Resolution — within 15 working days of receipt, or sooner where possible. If a grievance requires more time due to its complexity, we will inform you of the expected timeline.
• Escalation — if you are not satisfied with the resolution, you may escalate the matter to our Grievance Officer named below.

5. Grievance Officer

6. Further Escalation

Where a grievance relates to the deposit-recording or fund-management services provided by our NBFC partner, Mangal Credit & Fincorp Limited, and remains unresolved after following the process above, you may also escalate the matter directly to Mangal Credit & Fincorp Limited's own grievance mechanism, or, where applicable, to the Reserve Bank of India's Integrated Ombudsman Scheme, in accordance with the NBFC's published grievance redressal procedure.

7. Fair Treatment

We are committed to handling every grievance objectively, without discrimination, and to keeping you informed of the status of your complaint throughout the process.